PREFACE

A project report from the corporate world is the integral part of MBA programmed. It
provides the student opportunity to experience and raw theory put in the market
condition in which the company work in a war zone rapidly changing completions
managed trade policies and dismissing customer loyalty.

This report has been written in a lucid language. The contents of this report are carefully
planned. it has been made attractive and catching by supplementing the
recommendations with data chart.

I hope my earnest effort will seek appreciation from the reader who will find the work
as a guiding star implementing the strategy.

NEERAJ SHARMA

1
 ACKNOWLEDGEMENT

My gratification and elation on the success of this project would be incomplete

Without mentioning the names of all the people who helped me with it and without
Whose guidance and encouragement this would have been successful.

Above all I thank my family for his grace and blessings at each and every stage of
The project.

I would like to express my deepest gratitude to the organization guide,

Airtel Business service Bharti Airtel Limited.
For having given me the opportunity to do my project works in the organization.

I extend my Sincere thanks to Ms. GARIMA SINGH faculty of the department

SAGAR INSTITUTE OF TECHNOLOGY AND MANAGEMENT(BBK) for having
spared his valuable time with me and for all the guidance given in executing the
project as per requirements.

Last but not least, I would like to record my deepest sense of gratitude to my
Friends for their support.

2
 Declaration

I here by declare that the project on “ANALYSIS OF MARKET SHARE

OF TELECOM INDUSTRY AIRTEL IN LUCKNOW
” written by me under the guidance of Ms. GARIMA SINGH.

The empirical conclusion & findings in the project are based on the data
Collected by me and the entire project work is not are production of any
other sources.

Signature……………….
Name- NEERAJ SHARMA

3
 EXECUTIVE SUMMARY

The project is aimed at finding the customer satisfaction level of the broadband

segment of Airtel. Further the study also reveals the scope of expansion for the

telecom company and the level of expectations which the customer has from the

quality of services provided is increasing constantly.

Increasing competition is forcing business to pay much more attention to satisfy

customers. Customer satisfaction, a business term, is a measure of how products

and services supplied by a company meet or surpass customer expectations. It is

seen as a key performance indicator within business and is part of the four

perspective of a balanced scorecard. In a competitive market place where

business competes for customers, customer’s satisfaction is seen as a key

differentiator and increasingly has become a key element of business strategies.

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INDEX

S.No. CONTENTS PAGE NO.

1. Introduction 6
2. Industry Profile 11
3. Company Profile 16
4. Aims and objective of the company 35

5. Objective of the study 43

6. Research Methodology 45
7. Data Analysis and interpretation 49
8. Problems and limitations 67
9. Conclusion 69
10. Recommendation 72
11. Questionnaire 75
12. Bibliography 77

5
 INTRODUCTION

Increasing competition is forcing business to pay much more attention to satisfy

customers. Customer satisfaction, a business term, is a measure of how products

and services supplied by a company meet or surpass customer expectations. It is

seen as a key performance indicator within business and is part of the four

perspective of a balanced scorecard. In a competitive market place where

6
business competes for customers, customer’s satisfaction is seen as a key

differentiator and increasingly has become a key element of business strategies.

The reason an organization is interested in satisfaction of its customers is because

customers purchase the organization’s products. The organization is interested in

retaining its existing customers and increasing the number of its customers.

Customer satisfaction is an ambiguous and abstract, concept and the actual

manifest of the state of satisfaction will vary from person to person and from

product to product. The state of satisfaction depends on the number of both

psychological and physical variable which correlate with satisfaction behaviors

such as returns and recommend rate. The level of satisfaction can also vary

Depending on other options the customer may have and other services against

which the customer can organization’s services.

Because satisfaction is basically a psychological state, care should be taken in the

effort of quantitative measurement, although a large quantity of research in this

area has recently been developed. Work done by Berry, Border between 1990 and

1998 define ten ‘Quality Values’ which influence satisfaction behavior, further

expanded by Berry in 2002 and known as the domains of satisfaction .These ten

domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease

Access, Environment, Inter-departmental teamwork, front line service Behaviors,

7
commitment to the Customer and Innovation. These factors are emphasized for

continuous improvement and organization change measurement and are most

often utilized to develop the architecture for satisfaction

Measurement as an integrated model. Work done by parasuraman, Zeithaml and

Berry between 1985 and 1985 provides the basis for the measurement of

customer satisfaction with a service by using the gap between the customer’s

expectation of performance and their perceived experience of

performance.

This provide the measure with a satisfaction gap which objective and quantitative

in nature .work done by chronic and Taylor propose the confirmation

disconfirmation Theory of combining the gap describe by parasuraman zeithaml

and berry as two different measure (perception and expectation of performance)

into a signal measurement of performance according expectation .according to

broadband customer satisfaction equal precipitation of performance divided by

expectation of performance.

If the customer expectation of product quality service quality, and price are

exceeded a firm will achieve high levels of customer satisfaction and will create

customer delight. If the customer expectations are not met customer

8
dissatisfaction will result. And the lower the satisfaction level, the more likely the

customer is to stop from the firm.

Customer satisfaction may be measure directly by survey and expressed as a

percentage such as present of customer completely satisfied. We have conducted

a survey and measure the level of customer satisfaction among the mobile user of

UP-west circle.

Corporate Structure

9
10
11
 INDUSTY PROFILE

INTRODUCTION TO TELECOM SECTOR HISTORY

The first telegraph line in India was commissioned in October 1881 for the East

India Company. That was the beginning of India’s electronic contact with the

world. Hundred years’s the fist automatic telephone exchange opened in Calcutta.

From than to 1995 when the fist cellular phone call was made at the princely cost

of Rs, 16.80/ PER min. For the average Indian getting the telephone connection

having contact at right place or a wait that could taken years. Not any more, with

the mobile subscriber base rising by about 1.5.million every month, India is the

fasted growing mobile market today. Ofcource what is playing out in India is just

one exiting chapter in the global wireless revolution-a revolution that has ensured

that mobile phone’s are the most widespread communication devises on earth.

There are 1.3 billion mobile subscribers around the global and this number

expected to rise to 2 billion by 2007.By the year’s India is expected to have

207million mobile subscribers –or just over 10% of the total subscriber’s base.

12
And it will probably also have the lowest rates for the cellular telephone any

where in the world.

In the space of decade, the Indian telecom sector has moved from the boondocks

to become a global story on steroids. This year is expected to be the seminal year

in the countries telecommunication history. By September 2000 the number of

cellular connection is expected to over take the 42.5 million fixed line

connections, Say’s international research firm garter.

Some analysts’ advice taking a slightly more conservative figure. They point out

there is some degree of over-contenting by cellular service Operators in the mad

rush to report ever higher subscribers numbers.

Since Chum rates- the rate at which subscribes move out of one system to another

every month-very between 3.6% and 6% in the different cellular circle of India,

the possibility of double counting is fairly pronounced. (Churl rates are much

higher in India compared to other countries in the Asia – pacific reason, with the

exception of Hong-Kong China. Gartner’s date for 2005 show that Indonesia has

a monthly chum rate of 1-2% while Japan monthly chum rate hovers around (1.5-

2.6%) Even specter of double counting can not take away from the fact that

India’s mobile party is in the full swing. And that it is likely to continue at least

for the next couple of year.

13
Everyone - the government vendors, handset manufactures, and operators is

pulling out all the spot to make sure that the does not end prematurely. The

introduction of the unfired license has sorted out the key regulatory concerns.

Sure, there are still a few patches left uncovered, like a spectrum policy or raising

the foreign direct investment limit to 74%. But the industry feels that these

matters will sorted out soon after die sections. Unless we do something very

stupid. I think there a lot if potential left in this market, says Sanjay Mehta, head

of telecomm. In fact, impressed with reliance infocomm negotiation capabilities,

two US-based wireless of called the company in the past month asking if they

could source jointly, a thus bring down overall castes! In another landmark

agreement equipment vendor Ericsson agreed to revenue sharing deal with Bharti

for upgrading it Delhi network to the ‘Enhanced Data rate for global evolution’

(EDGE) technology based on a GSM data technology. The system will allow

Ericsson to earn percentage of revenues every time a subscribe download video

of plays java game. In fact, some oftener doors that a BUSINESS world spoke to

admit that participating in the Indian market has forced them radically reduce

cost their own companies.

14
INDUSTRY STRUCTURE PORTER’S MODEL

The industry structure has become relatively unfavorable compared to earlier

monopolistic times

15
16
COMPANY PROFILE

17
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the

first private telecom services provider with a footprint in all the 23 telecom

circles. Bharti Airtel since its inception has been at the forefront of technology

and has steered the course of the telecom sector in the country with its world

class products and services. The business at Bharti Airtel has been structured into

three individual strategic business units (SBU’s) – Mobile Services, Airtel

Telemedia Services & Enterprise Services. The mobile business provide mobile

&fixed wireless services using GSM technology across 23 telecom circle while

the Airtel telemedia Services business offers broadband & telephone services in

94 cities. The enterprise services provide end-to-end telecom solutions to

corporate customers and national & international long distance service to carriers.

All these services are provided under the Airtel brand.

Airtel come to you from Bharti Airtel limited, India’s largest integrated and the

first private telecom services provider with a footprint in all the 23 telecom

circles. Bharti Airtel since its inception has been at the forefront of technology

and has steered the course of the telecom sector in the country with its world

class products and services. The businesses at Bhatia Airtel have been structured

into three individual strategic business units (SBU’s) – Mobile Services, Airtel

Telemedia services & Enterprise Services. The mobile business provide mobile &

fixed wireless services using GSM technology across 23 telecom circles while the

18
Airtel Telemedia Services in 94 cities. The Enterprise services provide end-to-

end telecom solutions to corporate customers and national & international long

distance services to carriers. All these services are provided under the Airtel

brand.

Bharti Airtel is one of the India’s leading private sector providers of

telecommunication services based on an aggregate of 33,711,837 customers as on

December 31, 2006 consisting of 31,974,038 GSM mobile and 1,737,799

broadband & telephone customers. The company was first private operator to

provide mobile services in all the 23 circles in India. The company also provides

telephone services and Internet access over DSL in 15 circles. The company

complements its mobile, broadband & telephone services with national and

international long distance services. The Company also has a submarine cable

landing station at Chennai, which connects the submarine cable connecting

Chennai and Singapore. The Company is parts of consortium, which jointly owns

and has developed the next generation under sea, cable system SEA-WE-ME.

The Company provides reliable end-to-end data and enterprise services to the

corporate customers by leveraging its nation wide fiber optic backbone,

last mile

Connectivity in fixed-line and mobile circles, VSATs, ISP and international band

width access through the gateway and landing station.

19
The business at Bharti Airtel has been structured into three individual strategic

business units (SBU’s) – mobile services, broadband & telephone services (B&T)

& enterprise services. The mobile services group provides GSM mobile services

across India in 23 telecom circles, while the B&T business group provides

broadband & telephone services in 94 cities. The enterprise services group has

two sub=units – carriers (long distance services) and services to corporate. All

these services are provided under the Airtel brand.

Company shares are listed on Te Stock Exchange, Mumbai (BSE) and The

National Stock Exchange of India Limited (NSE).

20
 Bharti Airtel Limited

NAME
BUSINESS Provide mobile services (fixed line) and enterprise
DISCRIPTION services
(carriers &services to corporate)
ESTABLISED July 07 , 1995, as a Public Limited Company
PROPORTIONATE Rs, 270,122 million (year ended March 31 , 2008-
REVENUE Audited)

Rs, 184,202 million (year ended March 31, 2007-

Audited)

As per Indian GAAP Account

PROPORTIONATE Rs.114,018 million (ear ended March 31,2008- Audited)
EBITDA
Rs. 74,407 million (year ended March 31, 2007-Audited)

As Per Indian GAAP Account

SHARES IN ISSUE 1,898,020,804 as at June 30, 2008
LISTINGS The Stock Exchange ,Mumbai(BSE)

The National Stock Exchange of India Limited ((NSE)

CUSTOMER BASE 69,383,716 GSM mobile and 2,393,732 telemedia
customer (status as at month ended June 30,2008 )
OPERATIONAL Provided GSM mobile services in all the 23 telecom
NETWORK circle in India, and was the fist private operator to have
an all India presence.
Provides telemedia services (fix line) in 94 cities in India.
REGISTRD Bharti Airtel Limited
OFFICE
(A Bharti Enterprises)
Qutab Ambience (at qutab Minar) Mehrauli Road

New Delhi- 110030

21
 AWARD AND RECOGNITIONS

 Bharti Airtel draws Top Honors at the MIS Asia IT Excellence Awards 2006.

 Bharti Airtel is among the top 10 best performing companies in the world,

according to the Business week IT 100 list.

 Sunil Bharti Mittal is ‘CEO of the year’ at the Frost and Sullivan Asia Pacific

ICT awards 2006 and Bharti Airtel bags ‘Wireless Service Provider’ of the

year and ‘competitive service provider of the year’.

 Bharti Tele-ventures is the “BEST INDIAN CARRIER at Telecom Asia

Awards-2006”.

 Bharti Airtel has won the CNBC-TV18 India Business Leader Award for the

Outstanding Company of the year, 2007.

 Bharti draws top honors at the NDTV Profit Business Leadership Awards

2007.

 Bharti Airtel Ranked 3rd on Shareholder Return in Business Week IT 100 List.

 Sunil Bharti Mittal conferred Degree of Doctor of Science (honoris Causa) by

G.B. Pant University.

22
 SUCCESSS STORY OF BHARTI

 Bharti Enterprises has successful focused its strategy on telecom while

saddling diverse fields of business

 It all began as a small industry

 Bharti tele-venture is today acknowledged as one of India’s finest companies

and its flagship brand Airtel has over 12 million customers across India

 Recently Bharti has successfully launched an international venture with EL

Rothschild group owned ELRO holding India ltd. To export fresh Agri

product exclusively to market in Europe and USA

BUSINESS DIVISION

Mobile services- Bharti Airtel offers GSM mobile services in all the 23-

telecom circle of India and was the fist private telecom service provider to

connect all state of India.

Broadband &telephone services-Our broadband (DSL) & telephone

services (fixed line) are present in the 92 cites across India.

23
Enterprise Services (Carriers) - With 35016 kilometers of optic fiber

network we are a leading national long distance services provider. For

international connectivity to east, we have a submarine cable landing station at

Chennai. For international connectivity to the west the company is the

member of the south East Asia-Middle East-Western Europe- 4 (SEA-ME-

WE-4) consortiums along with 15 other global operate.

Enterprise Services (Corporate)

The grope focused on delivering telecommunication services as an integrated

offering including mobile broadband telephone national and international long

distance and data connectivity services to India’s leading 1300 corporate.

The business at Bharti Airtel have been structured into three individual

strategic business units (Sub’s) – mobile services broadband 7 telephone

services (B&T) & enterprise services .the mobile services group provide GSM

mobile services cross India in 23 telecom circle , while the B&T business

group provides broadband and telephone services in 94 cites. The enterprises

services group has two sub-unit carries (long distance services) and services to

corporate. All these services are provided under the Airtel brand.

24
 VISION

By 2010 Airtel will be the most admired brand in India.

 Loved by more customers.

 Targeted by top talent.

 Benchmarked by more business.

INNOVATION

We are changing the way India communicates by offering innovation that not

only adds value to people’s lives but also deliver an unmatched customer

experience.

We were the fist to. Provide electronic recharge foe mobile phone initiate

music retailing in the world with “Easy Music” and the fist to offer a lifetime

prepaid service.

Provide innovations such as Bollywood movies premiers’ music services such

as ring back tones 7 many more.

SHARES:-The equity shares of Bharti Airtel are currently listed on

national stock exchange of India limited (NSE) and The stock Exchange

Mumbai,(BSE) Bharti Airtel offered 185,336,700 equity shares in the initial

25
Public offering (IPO) and raised Rs, 8,340.15 million through this process.

The shares were over subscribed 2.56 times. With this IPO, Bharti Airtel

established certain important landmarks in the history of the Indian capital

market. Together with being the first 100% book building process that this is the

country has seen, the listing was completed with in the record time often working

days. Of the close of the issue, moreover the process of allotment and issue of the

shares was also completed within one day of the last day of pay-in.

Mumbai circle Airtel CEO. Our bureau, MUMBAI: The Bharti group has

announced the appointment of Mr. Jayant Khosla as Chief Executive Officer.

Bharti has a 26.15 percent market shares last quarter, market Leader Airtel (22

percent market shares, over 15 million mobile subscribers).

26
 REVIEW OF LITRATURE

Bharti Airtel (BSE: 532454) formerly known as Bharti Tele- ventures

LTD (BTVL) is the largest cellular services provider in India, With
more than 121 million subscribers as of January 2010 With this, Bharti
is now the world’s third largest, single-country mobile operator and
sixth-largest integrated telecom operator. It also offer fixed line
services and broadband services. It offers its TELECOM services under
the Airtel brand and id headed by Sunil Bharti Mittal. The company
also provides telephone services and broadband Internet access (DSL)
in top 95 cities in India. It also acts as a carrier for national and
international long distance communication services. The company has
a submarine cable landing station at Chennai, which connects the
submarine cable connecting Chennai and Singapore.
The businesses at Bharti Airtel have always been structured into three
individual strategic business units (Sub’s) – mobile Services, Airtel
Telemedia Services & Enterprise Services. The mobile business
provide mobile & fixed wireless services using GSM technology across
23 telecom circles while the Airtel Telemedia Services business offers
broadband and telephone services in 95 cities and has recently
launched a Direct-to-Home (DTH) service, Airtel Digital TV.
Shahrukh Khan is the brand ambassador of the mobile company and
Kareena Kapoor and Saif Ali Khan are the brand ambassador of the
DTH Company. The Company provides end-to-end data and enterprise
services to the corporate customers through its nationwide fiber optic
backbone, last mile connectivity in fixed-line and mobile circles,
VSATs ISP and international bandwidth access through the gateways
and landing station.

27
 GREAT BENEFIT FROM AIRTEL

Wireless Phones

Airtel Mega is a wireless phone that is extremely convenient and easy to

install and does not require any writing or change in the aesthetics of your

home or office. This phone is immune to cuts in the cable, rains, bad weather

etc. You can carry your home/office, Instant Connection. It ensures that your

immediate accessibility needs are met with instant connection.

Mobile Phone’s Features

With Airtel mega you can enjoy the features of a mobile phone- SMS, In-built

caller line identification, voice mail, phone book, ring tones etc.

Great Add-on Services

Airtel Mega offers a host value added services like Hello Tunes, GPRS, call

conference, call wait, call divert, SMS and more!

Limited Mobility

You can use your Airtel mega anywhere within your circle limits and still

receive and make calls, at no extra cost.

28
 BHARTI AIRTEL LIMITED

Bharti Airtel
Ltd.telecom services

Bharti cellular
Bharti infotal Ltd.
Ltd.

National & Broadband Data

international long Airtel Broadband services Mantra
distance services &telephone services online

29
 COMPANY HIGHLIGHTS

 Airtel now in the US – connecting 2.5 million NRIs to their loved ones back

in India.

 Airtel partners with Google to offer search on Airtel Mobile.

 Airtel Presents ‘Song Catcher’ – India’s First Ever Instant music on Mobile.

 Bharti Airtel and Microsoft enter into a strategic partnership to offer Software

and Services for Small and Medium Business (SMB) M market in India.

 Bharti Airtel signs Mou to connect Adani Group’s Mundra Port and Special

Economic Zone.

PRODUCT

PREPAID ZONE

30
Some of the many advantages that you enjoy with Airtel Pre-Paid.

Totals Cost Control Enjoy the liberty of total cost control with your Airtel Pre-

Paid! Re-charge as much as you feel the need to! Now that’s what we call

complete freedom!

No Rentals

Buy an Airtel prepaid card without having to pay any rentals!

No deposits

Your Airtel prepaid card comes without you having to pay hefty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD

facility allows you top make long distance calls in India and overseas from your

Cellular phones!

Instant Balance Enquiry

Check your talk-time instantly by calling our toll-free number 123

60 second pulse

Airtel provides you with a 60-second rate Freedom for you to experience like

never before!

31
Instant Recharge

Avail of instant recharge on your Airtel prepaid card with just a few dimple

steps!

24-hour recharge facility

With our round-the-clock recharge facility, recharge your Airtel prepaid card

anytime, anywhere!

Caller Line Identification

Call line identification gives you the power to know the phone number of the

calling party even before you answer the call, thus giving you the choice to either

reject or take the call. It provides the added advantages of saving the 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.

Call Divert:-

Call hold and Call Wait avail of special services like call waiting, call hold and

call divert – all with you prepaid card!

Short Messaging Services (SMS)

With Airtel’s Short messaging Services (SMS), send message and jokes to our

friends and colleagues, anytime anywhere!

32
SMS based information Services

With Airtel’s SMS based Information services, you can get upto-the-minute

cricket scores, order flowers as well as send couriers or check your daily

horoscope!

Voice Mail Services

Voice Mail let you receive message even when your handset is switched off or

when you are outside the coverage area. You can listen to your messages

whenever you feel like, from anywhere in the world. Mail can store up to 15

message of 1 minute duration.

POSTPAID ZONE

Experience complete freedom Airtel welcomes you to a vibrant world of

ultimate opportunities more exiting innovative yet simple new ways to

communicate just when u want to not just through words but ideas emotion and

feeling . To give u the unlimited freedom to reach out to your special people in

your special way .As an Airtel post-paid costumer you can enjoy the fallowing

facilities.

Easy Billing

33
Now enjoy the luxury of viewing details of your last 31 billing cycles and the

convenience of paying your Airtel bill online .Experience complete freedom with

Airtel.

Call Divert:

Call hold and call wait avail of special services like call waiting, call hold and

call divert all with your Airtel post-paid connection.

Caller Identification

Caller identification gives you the power to know the phone number of the

calling party even before you answer the call thus giving you the choice to either

reject the call.

It provides the added advantages of saving the incoming number directly in the

hand set Phone Book so that the next times you want to call the same person you

do not need to re type this number simply use your phone book.

Voice Mail

34
Voice Mail lets you receive massage even when your handset in switched off or

when you are outside the coverage area. You can listen to your massages

whenever you feel like.

From anywhere in the world. Voice mail can store up 15 massages, with each

massage of one- minute duration.

STD/ISD Facility

Now experience complete freedom like newer before with Airtel .Our STD/ISD

facility allow you to make long distance calls in India and overseas from your

cellular phone .

Rooming (National and International)

Airtel rooming services allows you’re to use your mobile phone to make of

receive calls from almost anywhere in India and abroad. Enjoy rooming with in

the country as well as across international destination.

Note-

The company Bharti Airtel Ltd does not pay any interest on security deposit.

35
36
 AIMS AND OBJECTIVE OF THE COMPANY

By 2010 Airtel will be the most admired brand in India.

 Loved by customer

 Targeted b top talent

 Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the need of our

customer and how we want them to fell. We deliver what we promise and go out

of our way to delight the customer with a little bit more.

CORPRATE RESPONSIBILITY AT

BHARTI AIRTEL

37
At Bharti CSR in a way of life .Each department and employee services to be

sensitive to the stake holder and environment with in their work context .Bharti

encourages employees to take decision and design –linked processes that are

sensitive to communicate and environment.

Corporate social responsibility (CSR) in Bharti encompasses much more than

only social outreach programs. It is an integral part of the way Bharti conduct its

business. The essence of Bharti commitment to corporate social responsibility as

embedded in the Corporate Values which stem from its deepest held beliefs.

These values are:

 To be responsive to the need of our customer

 To trust and respect our employees

 To continuously improve our services –innovatively and expeditiously

 To be transparent and sensitive in our dealings with all stake holders

We encourage our employees to take decision and design business processes

keeping in mind the fallowing.

 Ethic fairness and being correct

 Meeting and going beyond compliances and legal requirement

 Showing respect and sensitivity towards stake holders communities and

38
 Nurturing the environment.

We practice our CRS beliefs commitments through a three pronged approach

 Engaging with stake holders

 Ensuring stakeholder sensitive policies and practices

 undertaking program form our employees, community and environment

Bhati Airtel sensitizes its employees towards CSR issues at various forums .We

feel that it is important that each employee should under stand the importance of

environment social and economical aspect while taking business decisions. At

Bharti each employee is sensitize towards CSR issues and thus operation at the

ground level are influenced. Such sensitization exercise has result in many

socially and environmentally sensitizes decisions on the ground. For example,

confidence plan for hearing impaired covers noise making DG sets at extra cost

investing in consume awareness campaigns to ensure safe use of mobile are some

example of the above.

39
 CUSTOMER SATISFACTION

It well known fact that no business can exit without customer. In the business of

website design, it’s important to work closely with our customer to make sure the

site or system you create for them is as close to their requirement as you can

manage. Because its critical hat you form a close working relationship with your

client customer services is of vital important. What fallows as are a selection of

tips that will make your clients feel valued wanted and loved.

Customer Satisfaction in 7 steps:

1. Encourage Face-to-Face Dealing

This is the most daunting and downright scary part of interacting with a

customer. It’s important to meet your customers face to face at least once or even

twice during the course of a project.

40
My experience has show that a client finds it easier to relate to and work with

someone they have actually met in person rather than a voice on the phone or

someone typing into an email or messenger program. When you do meet them

becalm confident and above all take time to asked them what they need .I believe

that if a potential client spends over half the meeting doing the talking you’re

well on your way to a scale.

2. Respond to Messages Promptly & Keep Your Clients Informed.

This goes with out saying .We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to idea; with

all customer queries within the space of a few hour, but at least email or call them

back and let them know you have received their message and you will contact

them about it as soon as possible Even if you are not able to solve problem right

away let the customer know you are working on it.

3. Be Friendly and Approachable

You can here a smile through the phone. This is very It’s very important to be

friendly courteous and to make your clients feel like you are their friend and you

mare their to help them out. There will be times when you want to our clients

over the head repeatedly with a blunt object –it happens to all of us .It’s vital that

41
you keep a clear head respond tom your clients wishes as best you can and at all

times remain polite and courteous.

4. Have a Clearly –Define Customer Services Policy

This may not be too important when you are just staring out but a clear defined

customer services policy is going to save you a lot of time and effort in the long

run. If a customer has a problem, what should they do? If the fist option dose not

work then what? Should they contact different people for billing and technical

enquiries? If they are satisfied with any aspect of your customer services who

should they tell?

There is nothing more annoying for a client than being passed from person to

person or not knowing who to turn to. Making sure they know exactly what to do

at each stage of their enquiry should be of utmost important. So make sure your

customer services policy is present on your site – and anywhere else it may

useful.

5. Attention to Detail (also known as The Little Niceties)

Have you ever received a Happy Birthday email or card from a company you

were a client of? Have you ever had a personalized sign-up confirmation email

for a service that you could tell was typed from scratch? These little niceties can

be time consuming and aren’t always cost effective but remember to do them.

42
Even if it as small as sending a Happy Holidays email to all your customer .It’s

something .It shows you care it show there are real people on the other end of that

screen or telephone and most importantly It make the customer feel welcomed

wanted and value.

6. Anticipate Your Client’s Needs & Go of Your Way to

Help Them Out.

Some time this is easier said than done .How ever achieving this level of

understanding with our clients will do wonders for your working relationship.

7. Honor Your Promises

It’s possible this is the most important point in this article. The simple messages

when you promise something deliver. The most common example here is project

delivery date.

Client do not to be disappointed no fault of your own. Project can be late

technology can fail sub-contractor do not always deliver on time. In this case a

quick apology and assurance it will be ready ASAP would not amiss.

43
44
 OBJECTIVE OF THE STUDY

FOLLOWING WERE THE OBJECTIVE OF THE STUDY

(1) To find out number of people using airtel broadband

connections from various ARCs (airtel relationship center) and
mobile shops in Lucknow.

(2) To check the customer satisfaction form the services provide

by the ARCs.

(3) To know about the problem faced by the customer using airtel
connection and get tem resolved through airtel.

(4) To tell the costumer The ARCs about the new scheme and
tariff launched by airtel.

45
46
 RESEARCH METHOLOGY

OBJECTIVE OF THE STUDY

 To make a competitive bench marking of different telecom players.

 To determine the satisfaction level of the owner who have taken the services
of different telecommunication network.

 To analyze the telecommunication market in term of there of showroom.

RESEARCH METHOLOGY

It is a systematic design to collect analyze and interpret the collect data and to
attain the objective and research.

STEP USED IN RESEARCH METHOLOGY

47
 Defining the research objective

 Developing the research design

 Collecting the information

 Analyzing the interpreting the data

DEFINING THE RESEARCH OBJECTIVE

A research objective is that for which the research has been done. The objective
of the research was, Analysis of costumer satisfaction in broadband segment of
airtel.

DEVELOPING THE RESEARCH PLAN

1. Research Approach: A Survey was conducted of the ARCs and mobile

holder for the purpose of the research.

2. Research Instrument: A survey was conduct with the help of

questionnaires. The question includes were shorthand close ended and they
were filled by costumer by meeting them personally.

3. Sample Design: The area covered was Lucknow city and the sample size
provided for the survey was 100.

48
COLLECTING DATA

The entire necessary steps were taken into account against various errors related
to data collection. Both primary and secondary method of data collection was
used.

PRIMARY DATA:

The primary data was collected with the help of survey and interview from the
customer at these places. We conducted a survey in Lucknow. Out of universe of
500 our sample size is 100. Respondent in the sample size were asked to fill the
questionnaires to gather the data. Questionnaires were used as a tool for the data
collection.

SECONDARY DATA:

The data was taken from the internet and brochures of the company for the
research purpose.

49
50
 CUSTOMER DETAILS

FILE NAME PERSON CONTACT APPROX NETWORK

No. BILLING
CHALENGERS 9836599555 1500 BSNL+AIRTEL
POINT
NAVJYOYTI MR. ABHISHEK 9235149297 3500 RIM+BSNL

UNITED 9889690958 2500 BSNL

ENEAVOUR
B.N COLLEGE 9415518181 3000 BSNL
OF MAGT.
GOEL INST.OF MISS. PRIYA 0522-4077041 4000 TATA
MAGT.
ROYAL MR. HAMID 0522-2353464 2500 BSNL
PUBLISHERS
MENTOR MR. PRAKASH 9793025550 4000 AIRTEL+BSNL
PORTFOLIO LTD
SHASHI 0522-4016268 2000 AIRTEL
ASSICIATES
METRO DR.FARID 9335911515 4000 AIRTEL+BSNL
HOSPITAL
MVV MOTORS MR. TRIPATHI 9936771905 3500 BSNL
SAHARA 0522+2337777 3500 BSNL+RIM
WELFARE
KAPOOT MR. ASHISH 0522-4049545 5000 AIRTEL
MOTORS
INDIAN INST.OF 0522-2350632 3500 BSNL
PORF
RELIANCE MR. RATNESH 0522-2340366 7000 AIRTEL+RIM
MOTOR PROF

51
MANSI SER. 9415020256 3000 BSNL
KATIYANI MR. RAJMAN 9415793634 2500 RIM+BSNL
DISTRIBUTORS
SUN MOTORS MR. SHRMA 9145022081 5000 AIRTEL+RIM
MAHINDRA 0522-2340194 4000 BSNL+AIRTEL
MOTORS
GOLD RUSH MR. DINESH 0522-2230083 6000 AIRTEL+BSNL
SALES
SRI BHAGWATI MR. MANOJ 0522-4002850 5000 TATA+AIRTEL
MOTOR
BLUE COURIER 9935098136 5000 AIRTEL
LAVANYA MR. PANKAJ 9889506878 4000 AIRTEL
MIDWAGE 0522-2355068 3000 RIM
ENTERPRISES
SKIN CLINIC DR. RICHA 9335672626 2500 RIM
VALUE WELL 9838556280 2000 RIM
PVT. LTD
HARI RAM MR. HARI 0522-4068780 2000 AIRTEL
TRADERS
IILM ACADMY 0522-4079839 4000 AIRTEL
PLANET TOUR N MR. ANAND 9336096096 1500 AIRTEL+BSNL
TRAVEL
VENTURA 0522-4021374 3500 AIRTEL_BSNL
SECURITIES
RMP SOLUTIONS 0522-4064835 2000 AIRTEL

VISION TRIP MR. NEERAJ 0522-4074990 1700 AIRTEL

TOUR
F-TEC INS MR. SWAMI 0522-4025102 3000 AIRTEL
EVEN GROTH MR.SUNIL 0522-3914071 3500 RIM
SERVICES
RAHAT TIME MR.AMIT 0522-2205188 3500 BSNL+AIRTEL
FRAME BOX MR.AANAND 9415389656 4000 RIM
ANIMATION
ARGUS 0522-2209607 20000 BSNL
BUSINESS LTD
ART GRAPHIC MR.DPDHAYA 0522-4015997 2000 AIRTEL
I-CALL 0522-3040352 3000 RIM
SOFTWARE LTD
JOLLY BROYHER MR.SANTOSH 0522-30107775 5000 BSNL+RIM

TELE ACADMY 0522-3012899 2000 RIM

52
SONY SERVICES 0522-2205584 4000 BSNL
CENTER

PICASSO 9795460052 4000 AIRTEL

ANIMATION
RAI ASSOCIATES MR.AVNISH 9335624235 4000 AIRTEL

AERO WORD MR.ASHUTOSH 0522-2387676 2000 BSNL+RIM

TOUR
CAPITAL DR.SUDHIR 9839184374 2000 BSNL+VODA
DIGNOSTIC
PARAKH DR.NIDHI 0522-4042635 2000 AIRTEL
PATHOLOGY
MAX SUPER 0522-2354682 3000 RIM+BSNL
DIGNOSTIC
UPPCL MR. SN SING 9415462404 BSNL
CMS COMPUTER MR.TP PANDEY 0522-3056222 4500 RIM
V.K MR.AASHISH 0522-3297158 3000 RIM
ENTREPRISES
GOTO MEDIA 0522-4088303 10000 AIRTEL PRI
SUNIL SING MR.SUNIL 9936650900 3500 AIRTEL
&COMPANY
SERVO LTD 9839292885 3000 AIRTEL
AWADH MR.JAVED 9305774090 2000 AIRTEL+RIM
INDUSTRIES
TRIN
HILTI PTV LTD MR. ISLAM 0522-3243069 AIRTEL+RIM
ELIXIR MR.KAPIL 9795577324 3000 AIRTEL
OUTSOURSING
UNITY TELECOM MR.SUJIT 9956393206 AIRTEL
SAMPARK 0522-4043458 2500 AIRTEL
STUDY ABROAR
APCO MR.IQUBAL 9889197421 IDEA+BSNL
CONSTRACTION
LTD
AAR BROTHER MR.RAJAT 9839076287 3500 VODAFONE
TROUNCE 0522-4077904 1500 BSNL
EDUCATION
ENT CENTER DR.MANISH 0522-2456781 2500 BSNL
PUSPA PVT LTD AMIT 9935222999 18000 AIRTEL PRI
AVALON MISS. CRISTINA 0522-6567444 TATA
ACADEMY
PCI CLASSES MR.PARVEEN 9793041444 TATA

53
THE MOUTHOOT 0522-4082406 5000 AIRTEL PRI
FINANCE
IMPACT MR.GAURAV 9889221988 3000 AIRTEL+RIM
EDUCATION
KARVY MR.ASHWANI 0522-2553168 4000 AIRTEL+BSNL
INDRA 0522-6569266 3000 TATA
DIGNOSTIC
BANARJI DR.MANAJ 05223249709 3000 RIM+TATA
DIGNOSTIC
GLOBAL 9336529375 2500 RIM
ENGLISH

RELIGARE Mr. Bachan 0522-4009458 AIRTEL

SECURITIES
NIIT Miss Sonam 0522-4082724 3000 AIRTEL
SANDEEP Mr.sandeepp 9839707883 1500 VODAFONE
AUTOMOTIVE
APTEC Miss. Shefali 0522-4004164 5000 AIRTEL
COMPUTER
CITY HOSPITAL MR. ARUN 9415067168 8000 AIRTEL+BSNL
VIJAY HONDA 0522-246526 2500 RIM+BSNL
ZEDCA MR.CHANDA 3000 AIRTEL+RIM
KALASH MOTER MR.KAPOOR 0522-2459601 6000 BSNL+AIRTEL
CO.
PTU COLLAGE MISS.PARUL 0522-3254754 AIRTEL+RAM
SUN EYE MR.ANIL 9889709104 3500 AIRTEL
HOSPITAL
ICA MR.SHAID 9307907871 7500 BSNL
ACL ENGLISH MISS.RICHA NOT AIRTEL
PERMITED
REONANCE MR.SHUBAM 0522-3207974 3500
COACHIONG
ONE-UP MOTER MISS BHAVNA 0522-2661100 AIRTEL
RML MR.ANUJ 0522-320694 2500 AIRTEL
PATHOLOGY
R.S MOTER MR.SANDEEP 0522-4009515 8000 AIRTEL+IDEA
RJ BIO-TEC MR.RAJESH 965199486 10000 AIRTEL+PRI
APOLO TYRES MR.GOPALGI 9839610881 10000 BSNL
PTV LTD
VIP INDUSTRIES 0522-4009690 12000 AIRTEL
RAJ PHARMA MR.PRATEEK 9889065724 4000 AIRTEL
COMPANY
AFL PTV LDT MR.PANKAJ 9889277772 6000 AIRTEL

54
GUPTA MR.GUPTA 0522-3244712 3000 RIM
HOSPITAL
SKD HOSPITAL MR.GYANDRA 7000 AIRTEL
TIME COACHING MR.GANESH 0522-4024183 2500 AIRTEL
LAL HOSPITAL DR.SHRIVATAV 0522-247068 BSNL
OREEN DR.JITENDER 0522-4027451 3000 AIRTEL
MEDICARE
CAREER MISS MITU 0522-4003751 3000 AIRTEL
LAUNCHER
KAPOOR MR.JITENDRA 9793970882 10000 AIRTEL
MOTER
BAJAJ ALYANCE 0522-4041417 2500 AIRTEL
BL LIFE
INSHURANCE
CARE MISS .METU 0522-2473888 3500 AIRTEL
DIGONOSTIC
SHEETAL 0522-249618 6000 AIRTEL
PHARMA
CIPLA MR.PAVAN 0522-2439618 AIRTEL
VIRBIC ANIMAL MR.ASHISH 9235107142 7000 AIRTEL+BSNL
LTD
CA PVT LTD MR.DENESH 0522-4071094 3000 AIRTEL+BSNL
ARUGNIC PVT MR.HSARSA 0522-4041684 3500 AIRTEL
LTD
PARLEG MR.KISNA 0522-4018000 16000 AIRTEL
KAMALSONS MR.NAVEEMN 9839012309 4000 AIRTEL
MOSERBEER
SSK LTD MR.VERMA 0522-4062532 AIRTEL
JAGSON MR.MAHENDRA 0522-407287 4000 AIRTEL+BSNL
PHARMA
BASE INDIA 48 A HAZJ 0522-4062531 8000 AIRTEL
PVT
MR.SUHAIL 9452035212 5000 BSNL
WIPRO
CONSUMER
CAFE

ABROAAT INDIA 0522-2538622 3500 BSNL

LTD
MBL SALES MISS.NEELAM 930512567 2000 RIM+ AIRTEL
ASSOCIATED MR.AMIT 9450915877 7600 BSNL+IDEA
ROAD CAR
EXEL CORP MR.ASHOK 3000 AIRTEL
GLOXY MR.SARAD 9335201320 8000 AIRTEL
INTERPRISES

55
ICI EXPEX MISS.JOYTI 0522-2434790 13000 AIRTEL

56
 INTERPRETATION OF QUESTIONNAIRE

Question: 1 Do you use Broadband?

70

60

50

40
Broadband
30 Other
20

10

0
YES NO

57
 Interpretation- In the fist question we found that 67%
people using broadband services and resent
people are using another services.

QUESTION: 2-Which company’s telecom services are you

using?

50

40

30
USERS
20 USERS

10

0
AIRTEL BSNL RIM

58
Interpretation- In the 2nd question we found that 36% people
are using Airtel 42% people are using BSNL
and 22% people are using Rim’s services.

Question:-3 which company’s you prefer and suggest for better

service?

39
38
37
36
35 USER
34 USER
33
32
31
30
AIRTEL BSNL RIM

59
 Interpretation- In the 3rd question we found that 38% people are
preferred Airtel, 39% people are BSNL, 33%
people are preferred RIM, for betted services.

Question:-4 which thing do force you for using the company’s

network?

25

20

15 users
users
10 Users of broadband

0
1 2 3 4 5

1-Better services 25%

2-Brand name 18%

3-Old number 19%

60
4-Good network 23%

5-Good tariff plan 14%

People are preferred for better services and other reason forced to be
use, company’s network.

Question:-5 what is your total billing on broadband you are

using?

45
40
35
30
25
East
20
West
15
10
5
0
2000-5000 7000-10000 above-10000

Interpretation- Here I found that 43% people are billing Rs. 2000-5000.

1- Rs. 2000-5000 43% user

2- Rs. 7000-10000 32% user

61
 3- Rs above 10000 25% user

Question:-6. How do you about Airtel landline/ broadband?

40

35

30

25

20 Users
Users
15

10

0
sales person Neighbors\Friend

Interpretation:- These data show that media is forcible mode of using Airtel to
other.

Sale person 32%

62
 Media 36%

Neighbors/friend 22%

Other 10%

Question: 7- Which types of calls do you make?

Graph-
45
40
35
30
25 user
20 user
15
10
5
0
Local calls STD Calls ISD Calls All of the above

Interpretation:- 42% people do the local call and 32% people do

STD call and other given below.

Local call 42%

STD call 32%

ISD call 17%

63
All the above 13%

SWOT ANALYSIS

Following is the SWOT Analysis for AIRTEL.

STRENGTH WEAKNESS
Very focused on telecom.
Leadership in fast growing
cellular segment.
Pan-India footprint. Price Competition from
The only Indian operator, BSNL and MTNL
other than VSNL, that Untapped Rural market
has an international
submarine cable.

Competition from other

The fast-expanding IPLC
cellular and mobile
market.
operators.
Latest technology and low
Saturation point in Basic
cost advantage.
telephony service
Huge market.

OPPORTUNITIES THREATS

64
 STRENGTH

VERY FOCUSED ON TELECOM Bharti Airtel is largely focused on the

telecom; around 93% of the total revenue comes from telecom (Total telecom
revenue Rs 3,326).

 LEADERSHIP IN FAST GROWING CELLULAR SEGMENT Airtel

is holding leadership position in cellular market.. Bharti Airtel is one of
India's leading private sector providers of telecommunications services
based on an aggregate of 27,239,757 customers as on August 31, 2006,
consisting of 25,648,686 GSM mobile and 1,591,071 broadband &
telephone customers.

 PAN INDIA FOOTPRINT Airtel offers the most expansive roaming

network. Letting you roam anywhere in India with its Pan-India presence,
and trot across the globe with International Roaming spread in over 240

65
 networks. The mobile services group provides GSM mobile services across
India in 23 telecom circles, while the B&T business group provides
broadband & telephone services in 92 cities.

 THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING

INTERNATIONAL SUBMARINE CABLES. Airtel, the monopoly
breaker shattered the Telecom monopoly in the International Long
Distance space with the launch of International Submarine cable Network
i2i jointly with Singapore Telecommunications Ltd. in the year 2002.

WEAKNESS

 Price Competition from BSNL and MTNL. Airtel is tough competition

from the operators like BSNL and MTNL as these two operators are
offering services at a low rate.

 Untapped Rural market. Although Airtel have strong Presence

throughout the country but still they are far away from the Indian rural part
and generally this part is covered by BSNL so indirectly Airtel is loosing
revenue from the rural sector.

OPPORTUNITIES
 THE FAST EXTENDING IPLC MARKET An IPLC (international
private leased circuit) is a point-to-point private line used by an
organization to communicate between offices that are geographically
dispersed throughout the world. An IPLC can be used for Internet access,
business data exchange, video conferencing, and any other form of
telecommunication. Airtel Enterprise Services and SingTel jointly provide
IPLCs on the Network i2i. The Landing Station in Singapore is managed
by SingTel and by Airtel in Chennai (India). Each Landing Station has
Power Feeding Equipment, Submarine Line Terminating Equipment and
SDH system to power the cable, add wavelengths and convert the STM-64
output to STM-1 data streams respectively.

66
 LATEST TECHNOLOGY AND LOW COST ADVANTAGE The
costs of introducing cellular services for Airtel are marginal in nature, as it
needs only to augment its cellular switch/equipment capacity and increase
the number of base stations. The number of cities, towns and villages it has
covered already works to its advantage as putting more base stations for
cellular coverage in these areas comes with negligible marginal cost.
Besides such cost advantages, it has also other cost advantages for the
latest cellular technology. As a late entrant into the cellular market, it has
dual advantage of latest technology with modern features, unlike other
private cellular operators who started their service more than 4-5 years
back and low capital cost due to advantages of large scale buying of
cellular switch/equipment.

 HUGE MARKET The cellular telephony market is presently expanding at

a phenomenal / whopping __ rate every year and there is still vast scope for
Airtel to enter /expand in this market. Besides there is a vast rural
segment where the cellular services have not made much headway and
many customers are looking towards Airtel for providing the service to
them. With its wide and extensive presence even in the remotest areas,
Airtel poised to gain a big market share in this segment when it expands
cellular services into the rural areas.

THREATS
 COMPETITION FROM OTHER CELLULAR It is time for BSNL to
improve/expand its cellular services. Fierce and cut-throat competition is
already in place with the markets ever abuzz with several tariff reductions
and announcement of attractive packages, trying to grab most of the ‘mind
share’ of the ‘king’ - ‘the consumer’, whose benefits are increasing with
passing of everyday. If BSNL is not innovative and agile, its cellular
service will be a flop. It needs to be proactive with attractive packaging,
pricing and marketing policies lest its presence in the market be treated
with disdain by the private cellular companies. The launch of WLL
services by Reliance Infocom has aggravated the situation.

67
 MARKET MATURITY IN BASIC TELEPHONY SEGMENT
Although Airtel entered in the basic telephony market it’s a biggest there
for the company as the basic telephony market has reached

68
 PROBLEME AND LIMITATION

PROBLEME-

 Some time actual customer do not come to the ACR them self else they send

third person and that person is not in a position tom fill the questionnaire.

 Some time respondents do not show interest in answering the question.

 It becomes very difficult to convince the user of other mobile connection to

switch over to Airtel connection.

LIMITATION-

 There are only 3 ACRs in Lucknow & relevant data is not shared some time

because of privacy issues so we visited several mobile shops. Also data

collection is done through Questionnaire.

69
 Many person rejected Airtel connection straightway.

70
 CONCLUSIONS

In the basis of analysis of data collect by the questionnaire & filled by the

customer we can conclude the fallowing:-

 Various schemes and offers are given to the consumers from time to time

 Brand name is the most important factor responsible for the purchase decision

of the consumer.

 Direct interaction with the customer is important.

 Due to lack of proper outlook of the company few customer are not satisfied

with the services of company.

 Network connectivity influences the customer decision the most.

 On the basis of analysis of data is a scope of expansion for the telecom

companies.

71
 The level of expectation, which the customer has from the quality of services

provided is increasing constantly.

 Extra services apart from regular call and SMS are required to satisfy the

customer.

STRATEGY

Some of the strategy which are being fallowed me during my project is.

1- To meet at least 10 to 15 customer in a day.

2- To maintain personal relationship with the customer by personalization of

the product presentation.

3- Getting the references from every scale lead.

4- By increasing the calls per day on order to achieve the targets before time.

5- Collecting the data of the customer from various sources.

6- We are required to under take assignment jobs alone with the day to day

function of the company both at the assistance and the execution level.

This helps us to gain a deeper understanding of the work culture deadlines

pressure etc, of an organization.

72
7- The objective of on job training is too learned and develops knowledge and

quality of interaction with customer. To learn about the selling skill.

8- The primary objective is to learn the different stages of personal as well as

corporate selling.

73
 RECOMMENDATION

The fallowing must be considered by the telecom industry to maintain its

customer satisfaction.

 Telecom industry should focus on the customer and requirement of consumer.

 There should be a direct contact with the customer to get their fist hand views

and suggestions.

 Customer care outlet (ACRs) should be made in every locality of the city for

easy access. It would also help in educating the customer with new offers.

And would reduce the waiting time that is there at centralized customer care

center.

 Telecom companies should provide their customer an update on information

about their account and company offers from time to time.

 Attractive schemes from time to time should be offered to increase the sales.

74
 Network connectivity on highways rail tracks and rural areas should be

improved to get more customers .This would also increase the satisfaction

level.

 Different tariff cards should be available to reduce the call rates and SMS

rates a variety would help the customer in selecting the tariff which is most

suitable to him.

 Tool free customer care number should be easily accessible.

75
76
 QUESTIONNAIRE

Survey On Potential Of Market

We are the student of PGDM and conducting survey for telecom industry, so
please fill up the questionnaire.

Company or organization’s name …………… Contact no. …………

Name of concern person ……………... Address ………...

1. Do you use Broadband? Yes [ ] no [ ]

2. Which company’s telecom service are you using?

a- Airtel [ ] b- BSNL [ ] c- Reliance [ ]

3. Which company’s you prefer and suggest for better services?

a- Airtel [ ] b- BSNL [ ] c- Reliance [ ]

4. Which thing does force you for using the company network?
a- Better services [ ] b- Brand name [ ] c- Old no [ ]
d- Good network [ ] e- Good tariff plan [ ]

5. What is your total billing on Broadband are you using?

a- 2000-5000 [ ] b- 7000-10000 [ ] c- above 10000 [ ]

6. How do you know about airtel broadband/ landline?

a- Sales person [ ] b- Media [ ]
C- Neighbors/friend [ ] d- Other [ ]

7. Which type of call do you made?

77
 a- Local call [ ] b- STD call [ ]
c- ISD call [ ] d- All of the above [ ]

Any suggestion for Telecom Industry.

………………………………………………………………………………
………………………………………………………………………………
Thanking you for giving us your valuable time.
BIBLIOGRAPHY

Books:-

Kotler, Philip. (1999): Marketing Management, Prentice Hall of India Pvt.Ltd.

Kothari, C.R (2001): Research Methodology, Vishwa Publication.

Website:-

www.airtel.com

www.marketinggparadise.com

78