MAJOR PROJECT REPORT ON

CONSUMERS ATTITUDE TOWARDS AIRTEL POSTPAID MOBILE SERVICESA STUDY IN RAIPUR CITY

By AKHIL SINGH Roll no.5053607005 2007-09

IN PARTIAL FULFILLMENT OF MASTER OF BUSINESS ADMINISTRATION DEGREE

DISHA INSTITUTE OF MANAGEMENTECHNOLOGY, RAIPUR(C.G)

CERTIFICATE
This is to certify that Mr. Akhil singh Of DIMAT, MBA Semester IV has successfully completed Major Project Report in partial fulfillment of requirement for the award of MBA Degree prescribed by the Chattisgarh Swami Vivekanand Technical University, Bhillai. This report is the record of authentic work carried out by the student during the academic year 2008-09.

(Internal Guide) Prof . Preeti singh Faculty of management

N. H. Deshpande Vice-President (Faculty of Management)

DECLARATION
I here by declare that this report titled CONSUMER ATTITUDE TOWARDS AIRTEL POSTPAID MOBILE SERVICES A STUDY IN RAIPUR CITY submitted by me to the Disha Institute of Management and Technology Raipur, is bonafied work undertaken by me and it is not submitted to any other university or institution of any dergree/ diploma / certificate or published anytime before.

DATE:. PLACE:.

AKHIL SINGH MBA IV SEMESTER ROLL NO: 5053607005

ACKNOWLEDGEMENT
First and foremost, I would thank to Disha Institute of Management and Technology Raipur, of CSVTU University for providing me an opportunity to explore the critical aspects in consumer attitude towards airtel postpaid mobile services a study in raipur city my individual dissertation topic as apart of my studies for the MASTER

OF BUSINESS ADMINISTRATION.
I would take this opportunity to my deep gratitude to my prof. Preeti singh . for accepting me to guide and for the discussion that help me to fulfill the objective of my study and he has been a constant source of inspiration to me during the tenure of the dissertation. I am also grateful to all personnel who helped me in gathering data and providing literature required for carried out market analysis. On a personal note, I would note, I would like to express my thanks to all who made it possible for me.

AKHIL SINGH MBA- IV SEM 5053607005

CONTENTS
Chapter 1. Introduction 1.1 Company Profile 1.2 Vision and Promise 1.3 Corporate Responsibility at Bharti Airtel 1.4 Shares 1.5 Airtel Postpaid 1.6 Features 1.7 Services 1.8 Justification of the study 2. Research methodology 2.1 Statement of the problem 2.2 Purpose of the study 2.3 Objectives 2.4 Universe 2.5 Sample size 2.6 Sampling method 2.7 Source of data 2.8 Data collection tool 2.9 Limitation of study 3. Data Analysis & Interpretation 4. Findings, Limitations And Recommendations 4.1 Findings 4.2 Limitations 4.3 Recommendations 5. Bibliography 6. Appendix: Questionnaire Page no. 6-15

16-18

19-32 33-36

37-38 39-42

CHAPTER-1 INTRODUCTION

1.1 COMPANY PROFILE

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. Bharti Enterprises is one of Indias leading business groups with interests in telecom, retail, manufacturing, agri business and financial services. In financial services, Bharti is partnering with AXA of France to offer life insurance, general insurance and asset management. Bharti Retail, the 100% subsidiary of Bharti Enterprises operates multiple format consumer friendly stores. Bharti Wal-Mart, is a B2B JV with Wal-Mart for wholesale cash-and-carry and back-end supply chain management operations. The other businesses in the group are Beetel for communication and media devices and Bharti Del Monte India, a JV with Del Monte to offer fresh and processed fruits & vegetables in India as well as international markets. The Bharti Group, has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MOU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Bharti Airtel, is Asias leading integrated telecom services provider with operations in India and Sri Lanka. Bharti Airtel has been at the forefront of the telecom revolution and has transformed the sector with its worldclass services built on leading edge technologies. Airtel comes to you from Bharti Airtel Limited, Indias 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 Bharti Airtel have been structured into three individual strategic business units (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services

business offers broadband & telephone services in 95 cities and has recently launched India's best Direct-to-Home (DTH) service, Airtel digital TV. 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. 1.2 VISION AND PROMISE By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more 1.3 CORPORATE RESPONSIBILITY AT BHARTI AIRTEL OVERVIEW At Bharti, CSR is a way of life. Each department and employee strives to be sensitive to the stakeholders and environment within their work context. Bharti encourages employees to take decisions and design business-linked processes that are sensitive to communities 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 conducts its business. The essence of Bhartis commitment to Corporate Social Responsibility is embedded in the Corporate Values, which stem from its deepest held beliefs. These Values are: To be responsive to the needs of our customers To trust and respect our employees To continuously improve our services innovatively and expeditiously To be transparent and sensitive in our dealings with all stakeholders
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We encourage our employees to take decisions and design business processes, keeping in mind the following:

Ethics, fairness and being correct Meeting and going beyond compliances and legal requirements Showing respect and sensitivity towards stakeholders and communities, and Nurturing the environment

We practice our CSR beliefs and commitments through a three-pronged approach: Engaging with stakeholders Ensuring stakeholder sensitive policies and practices Undertaking programs for our employees, community and environment Bharti Airtel sensitizes its employees towards CSR issues at various forums. We feel that it is important that each employee should understand the importance of environmental, social and economical aspects while taking business decisions. At Bharti, each employee is sensitized towards CSR issues and thus operations at the ground level are influenced. Such sensitization exercises have resulted in many socially and environmentally sensitive decisions on the ground. For example, Confidence Plan for hearing impaired people, covers noise-making DG sets at extra cost, investing in consumer awareness campaigns to ensure safe use of mobile are some examples of the above. EMPLOYEES We believe that one of the most important drivers of growth and success for any organization is its people. At Bharti Airtel, our Mantra for employee delight focuses on 5 Ps People, Pride, Passion, Processes and Performance. Bharti Airtel has been recognized among the Best Employers in the Country for two successive years being 14th in 2003 & jumping ahead of several other large conglomerates to an enviable position of the 2nd Best Employer in the Country in 2004. This is a clear demonstration & acknowledgement of the robust, progressive,
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people as well as business aligned Human Resource practices, which the organization has developed and implemented remarkably in a very short span of time. Bharti Airtel follows an open door policy to approach the management, which helps resolve issues with mutual agreements. We encourage people to

stand up against any unfair treatment for which we have the Office of the Ombudsman, where employees can raise any issues regarding business and workplace conduct. Bharti ensures transparency through the various communication policies, strategies and plans. . Regular Employee Communication Forums provides a platform for the employees to raise issues that require resolution. Our leaders strongly believe in facilitating and initiating activities that help employees manage their health and well-being. Our focus always remains to redefine leadership; we develop leaders who enable performance and inspire their people to unleash their potential. Our people orientation reflects in our vision of being targeted by top talent, and a key aspect of our business focus building a best-in-class leadership team that nurtures talent at every level. Employee friendly HR policies have been put in place, which amply reflect the organizations concern for its people. Some typical examples of these policies and practices include a family-day at office, half day leave for birthdays, gifts for anniversaries, compulsory 10 days off, festival celebration with family, no official meetings on weekends, five day weeks, concierge services, call center engagement programs etc. These care policies and practices are applied across the organizational levels without any discrimination. From self-management workshops to aerobics sessions, yoga classes to provision of relaxation/meditation rooms, we ensure that every employee keeps a check on his/her fitness. Tie-ups with leading health service organizations enable our employees to undertake periodical health check-ups depending upon their age. This facility is also extended to employee family members at discounted rates. The company provides Flexible Group Mediclaim insurance to all employees, covering all kinds of illnesses, accidents and hospital coverage for serious ailments. Apart from these specific engagements, we regularly organize health check up camps, eye check-up camps and stress management sessions. Some of our offices have
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opened gymnasiums/fitness facilities to ensure that the fitness fanatics do not have to worry about time constraints to remain fit. At many of our locations, we have hired psychologists who undertake personal counseling sessions for employees

1.4 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 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 country has seen, the listing was completed within a record time of ten working days of the close of the issue. Moreover the process of allotment and issue of shares was also completed within one day of the last day of pay-in. The book running lead managers for the IPO were JM Morgan Stanley and DSP Merrill Lynch and the registrars to the issue was Karvy Consultants Limited. The equity shares of Bharti Airtel are currently listed on National Stock Exchange of India Limited (NSE) and the Stock Exchange, Mumbai (BSE). 1.5 AIRTEL POSTPAID Life becomes much simpler with your Airtel Postpaid. It gives you the unlimited freedom to reach out to people in your special way. 1.6 FEATURES The exciting features you can enjoy with an Airtel Postpaid Connection: Easy Billing Easy Payment Options. Anytime, Anywhere.

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 Credit Limit Strong Network Coverage Long Distance Calling Facility Widest Roaming (National and International) GPRS - Roaming Say it. In more than just words Reach Us Anytime Anywhere

1.7 SERVICES You can communicate, whenever you want to, not just in plain words, but also in more exciting, innovative yet simple new ways. Choose from our range of services, to do more with Airtel 1) Subscription Services Subscribe for cool alerts at the click of a button! What's better is that you receive updates automatically on your Airtel phone. Daily News Alerts Daily Astrology Alert Daily Joke Alert Daily Business News Daily Health Tips Daily Filmi Gossip Vaastu Alerts
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 Daily Love Tip Sports & Daily News Alerts

2) Call Management Services Avail of special services like calling waiting, call hold, call divert and voice mail to manage all your accessibility needs with Airtel. Call Conferencing With Airtel call conferencing, you can teleconference with 6 people simultaneously! You can also have the liberty of setting up a conference even when the other five individuals are using a landline, making it ideal for organizing events or discussing business. Call Wait You can receive and hold an incoming call when you are already talking to another person and the caller at the same time is notified that you are busy on another call. You have the option to receive the new call by putting the first call on hold or rejecting it.

Call Hold Handle more than one call at a time, with Call hold. You have the option to make a new call by putting the first call on hold, or switch between two calls, if you are already connected to a call. Call Divert / Call forward You can divert your incoming calls to another mobile or landline (select operators) and have your calls attended to, by someone else when you are personally unable to do so. Voice Mail

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In a meeting? With Airtel voice mail you will never have to worry about missing a call. You can divert your calls to voice mail from call settings. Voicemail will take a message for you, and play it back to you when, o Your mobile phone is switched off. o You are already engaged on another call. o You have selected the call divert option. o You are in an area that is not covered by the network. o Missed Call Alert A missed call alert is a SMS that you will receive for all the calls that you missed. The SMS will detail the CLI and the time when the call was made. Call Line Identification Presentation The Caller Line Identification Presentation (CLIP) feature, besides allowing you to recognize the caller, with the display of the calling party's number on your handset screen, also gives you the flexibility to either accept or reject an incoming call. The Caller ID Service can help you gain a competitive edge in business, so you needn't worry about prank calls when you're taking customers over the phone. Its applications are, in fact, limited only by your imagination.

3) Messaging Services Let your phone do the talking, with email & messaging on the move. Make arrangements, share moments or just say hello. Airtel mail & messaging is a fast & convenient way to keep in touch. Text Messaging SMS Directory Corporate Group Messaging Language SMS
14

 Voice SMS Multimedia Messaging Service ( MMS ) Airtel Messenger Access via SMS

4) Data Services Take your office wherever you go & access e-mail and Internet any time anywhere, with Airtel. Mobile Office Fax & Data Send and Receive E-mails 5) Operator Services More services, for convenient use of your mobile from Airtel network. Dial-a-service Itemised Bill Duplicate Bill SIM Replacement Conversion from Prepaid to Post-Paid Premium Numbers Safe Custody STD / ISD codes Dictionary service

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6) Phone Backup A unique service that saves all the vital and precious information at the touch of a button. 7) LMTS Now secure your handset with this unique service, which helps you keep track of your mobile phone when its stolen or lost. Lost Mobile Tracking System is a mobile software application which post installation helps you keep track of your mobile phone in the event of it being lost.LMTS service informs you about any change in the SIM of your lost mobile phone. It sends an SMS of the new mobile number and IMEI No. of your lost/stolen mobile handset to 3 alternate mobile numbers and an e-mail on any email ID which had been provided to you by the subscriber at the time of registration. Thus it helps you in tracking your lost mobile phone.

1.8 JUSTIFICATION OF THE STUDY The study is conducted in order to find out consumers attitude towards Airtel postpaid mobile services in Raipur city. Although the sample size is small, it may give an idea or the pattern in which the consumers behave towards the services provided by Airtel. That is why I am conducting this study in order to assess the awareness, satisfaction and the factors influencing the consumers towards the services provided by Airtel.

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CHAPTER-2 RESEARCH METHODOLOGY

17

RESEARCH METHODOLOGY
Research methodology is a way to solve systematically the research problem. In it the researcher studies the various steps that are generally adopted by researcher in studying his research problem along with the logic behind them. The research methodology adopted by researcher in this project is as follows: 2.1 STATEMENT OF THE PROBLEM Consumers Attitude Towards Airtel Postpaid Mobile Services - A Study In Raipur City 2.2 PURPOSE OF THE STUDY To study the attitude of Consumers towards postpaid mobile services provided by Airtel in Raipur city. 2.3 OBJECTIVES OF THE STUDY
1. To find out the factors which influenced the consumers to have Airtel

postpaid mobile services in Raipur city. 2. To find out the most preferred postpaid plan of Airtel by consumers in Raipur city. 3. To find out whether the consumers are satisfied or not with the services provided by Airtel in Raipur city. 4. To suggest steps for improving the present services provided by Airtel postpaid mobile in Raipur city. 2.4 UNIVERSE All Airtel postpaid mobile users in Raipur city constitutes the universe. 2.5 SAMPLE SIZE Sample size is the total number of respondent selected. The sample size is 100. 2.6 SAMPLING METHOD

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The sampling method adopted in the research is convenient sampling. In this sampling the researcher select the respondent on the basis of convenience. 2.7 SOURCE OF DATA It is often observed that data from a single source is not sufficient enough, so it is necessary to collect data from different resources that are appropriate. The researcher has collected the data for the study from primary as well as secondary sources. (1) PRIMARY DATA COLLECTION: The data collected is primary and has been obtained through:
QUESTIONNAIRE:

The questionnaire contained fourteen questions along with inviting suggestion from the respondents. The questions were asked from consumers of Airtel postpaid mobile users in Raipur city. The purpose of the questionnaire is to know the attitude of the consumers towards the services provided by Airtel. The Questionnaire was distributed amongst the consumers to obtain the responses about the services. The questionnaire also gathered personal information of the respondents like age, mobile number, marital status, qualification, employment status etc.
(2) SECONDARY DATA COLLECTION:

For the Secondary Data, internet was relied upon to increase the effectiveness of the project. 2.8 DATA COLLECTION TOOL The researcher has selected data from the respondents through questionnaire. The questionnaire had two parts- first part contained Demographic information and second part contained data related to research. 2.9 LIMITATION OF STUDY The response depends upon the burden of the work on the respondents at the time of answering questions.

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 Unwillingness of the respondents to answer the questions, as they do not take these seriously.

CHAPTER-3 ANALYSIS AND INTERPRETATION

ANALYSIS OF DATA
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(No. of consumers responded = 100) 1) Age profile of the consumers Table: S.No. 1. 2. 3. 4. Age group Below 20 years 20 yrs-30 yrs 30 yrs-40 yrs Above 40 yrs No. of Respondents 18 42 29 11 Percentage 18 42 29 11

Age Group
50 40 30 20 10 0 18 42 29 11

Below 20 20 yrs-30 30 yrs-40 Above 40 years yrs yrs yrs No. of Respondents

Interpretation: Majority of the respondent i.e. 42% belong to the 20-30 years age group.
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2) Marital status of the consumers Table: S.No. Marital status 1. Married 2. Unmarried No. of Respondents 54 46 Percentage 54 46

54 54 52 50 48 46 44 42 Married Unmarried No. of Respondents 46

Interpretation: This figure shows that the population size of the research is comprised of 54% married consumers and 46% unmarried consumers.

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3) Educational Qualification of consumers Table: S.No. Qualification 1. Undergraduate 2. Graduate 3. Postgraduate No. of Respondents 28 46 26 Percentage 28 46 26

Pie Chart:

Educational Qualification

26%

28% Undergraduate Graduate Postgraduate

46%

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Interpretation: Majority of the respondents i.e. 46% has graduation as there educational qualification and rest 28% are undergraduate and 26% are postgraduate.

4) Employment Status of consumers Table: S.No. 1. 2. 3. Employment Status Employed Unemployed Self-employed No. of Respondents 36 43 21 Percentage 36 43 21

Pie Chart:

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Employment Status

21% 36% Employed Unemployed Self-employed

43%

Interpretation: From the above figure it is clear that the researchers sample size is consist of 3 types of consumers i.e. employed, unemployed and self-employed in which 43% consumers are unemployed.

5) Since how long consumers are using Airtel postpaid mobile services? Table: S.No. 1. 2. 3. 4. Duration Less than 1 year 1 yr- 3 yr 3 yr- 5 yr More than 5 yrs No. of Respondents 26 47 17 10 Percentage 26 47 17 10

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Duration
50 40 30 20 10 0 26 17 10 47

Less than 1 yr- 3 yr 3 yr- 5 yr More than 1 year 5 yrs No. of Respondents

Interpretation: From the above figure it is clear that majority of the consumers i.e. 47% has Airtel postpaid mobile services since duration 1 to 3 years.

6) Does consumers use any telecom service other than Airtel? Table: S.No. 1. 2. Pie Chart: Other telecom service Yes No No. of Respondents 27 73 Percentage 27 73

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Other Telecom Service

27%

73%

Yes

No

Interpretation: From the survey we come to know that 73% of the consumers doesnt use any telecom other than Airtel and rest 27% of the consumers have other telecom facility also.

7) From which source, consumers come to know about brand name of Airtel? Table: S.No. 1. 2. 3. 4. Sources Advertisement Friends Relatives Company Associates No. of Respondents 68 15 12 5 Percentage 68 15 12 5

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Pie Chart:
Source Of Information

Advertisement 12% 15% 68% Relatives Company Associates 5% Friends

Interpretation: From this figure we find that about 68% consumers were come to know about brand name of Airtel through advertisement, 15 % came in touch through friends, rest 12% through their relatives and 5% through company associates.

8) Which factor influenced consumers to have Airtel postpaid mobile Service? Table: S.No. factors No. of Respondents Brand name 1. 41 Various schemes 2. 22 Strong network coverage 3. 18 Billing pattern 4. 19 Pie Chart:
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Percentage 41 22 18 19

Factors Influencing

Brand name 19% 41% 18% 22% Various schemes Strong network coverage Billing pattern

Interpretation: During the study maximum responses shows that brand name of Airtel (41%), various schemes provided by Airtel (22%), billing pattern (19%) and strong network coverage of Airtel (18%) are the various factors which influenced consumers to have Airtel postpaid mobile services.

9) Which particular postpaid plan of Airtel is most preferred by consumers? Table:

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S.No 1. 2. 3. 4. 5.

Postpaid plan Happy 250 plan Happy 150 plan Full Talk Value 299 Airtel Extra Delight 175 plan Full Talk Value 499

No. of Respondents 32 22 20 17 9

Percentage 32 22 20 17 9

Most Preferred Postpaid Plan

Happy 250 plan 9% 17% 32% Happy 150 plan Full Talk Value 299 20% Airtel Extra Delight 175 plan Full Talk Value 499

22%

Interpretation: As per research the most preferred postpaid plan of Airtel by consumers is Happy 250 plan (32%), Happy 150 plan (22%), Full Talk Value 299 (20%), Airtel Extra Delight 175 plan (17%) and Full Talk Value (9%). 10) Does consumers are satisfied with the billing pattern of Airtel postpaid services? Table: S.No. 1. 2. Response Yes No No. of Respondents 83 17 Percentage 83 17

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Satisfaction Towards Billing Pattern

100 80 60 40 20 0 Yes 83 17 No No. of Respondents

Interpretation: This is to specify that out of 100 consumers, 83% of the consumers are satisfied with the billing pattern of Airtel postpaid services while 17% of the consumers are not at all satisfied.

11) How is response of customer care of Airtel? Table: S.No. 1. 2. Pie Chart: Response Satisfactory Unsatisfactory No. of Respondents 71 29 Percentage 71 29

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Response From Customer Care

29% Satisfactory Unsatisfactory 71%

Interpretation: This is to specify that out of 100 consumers, 71% of the consumers are satisfied with the response of customer care of Airtel while 29% of the consumers are not at all satisfied.

12) Does consumers are satisfied with the services of Airtel? Table: S.No. 1. 2. Pie Chart: Satisfied Yes No No. of Respondents 78 22 Percentage 78 22

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Satisfaction Towards Services

22%

78%

Yes

No

Interpretation: This is to specify that out of 100 consumers, 78% of the consumers are satisfied with the services provided by Airtel while 22% of the consumers are not at all satisfied.

13) Does consumers avail different services provided by Airtel? Table:

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S.No 1. 2. 3. 4. 5.

Different services No. of Respondents Percentage Subscription services 55 55 Call management services 24 24 Operation services 9 9 Phone backup facility 7 7 Lost Mobile Tracking 5 5 system

Pie Chart:

No. of Respondents

7% 9%

5%

Subscription services Call management services Operation services 55% Phone backup facility Lost Mobile Tracking system

24%

Interpretation: This is to specify that out of 100 consumers, 55% of the consumers are availing subscription services, 24% of the consumers are availing call management services

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and rest are operation service (9%), phone backup facility (7%) and lost mobile tracking service (5%).

CHAPTER-4 FINDINGS, LIMITATIONS AND RECOMMENDATIONS

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4.1 FINDINGS
1. According to majority of the consumers, brand name of Airtel (41%),

various schemes provided by Airtel (22%), billing pattern (19%) and strong network coverage of Airtel (18%) are the various factors which influenced consumers to have Airtel postpaid mobile services. 2. Happy 250 plans, Happy 150 plan, Full Talk Value 299 and Airtel Extra Delight 175 plan are the most preferred postpaid plan of Airtel by consumers.
3. Majority of the consumers come to know about brand name of Airtel

through advertisement. 4. Majority of the consumers i.e. 78% are satisfied with the existing services of Airtel postpaid mobile services in Raipur city.

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4.2 LIMITATIONS
1. Since the sample taken out of the universe was very small. The conclusion is

generalized for whole Raipur city.

2. Most of respondent were not willing to provide the necessary information

related to study. 3. Duration was short to approach each and every respondent personally.
4. The study is only limited to Raipur city.

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4.3 RECOMMENDATIONS

1. The cellular operator should provide attractive schemes.

2. More aggressive promotion to provide attractive schemes. 3. Advertisements as well as brochures must contain complete information including tariff plans of value added services. 4. Airtel should improve its tariff and strengthen its coverage area.

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CHAPTER-5 BIBLIOGRAPHY

BIBLIOGRAPHY
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BOOKS: 1. Marketing Management by Philip Kotler.

2. Research Methodology by C.R. Kothari, New Delhi, New Age International

Publishers.

WEB REFERENCE: 1. www.google.co.in 2. www.airtel.in

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CHAPTER-6 APPENDIX

QUESTIONNAIRE CONSUMERS ATTITUDE TOWARDS AIRTEL POSTPAID MOBILE SERVICES

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Respected Sir/Madam, I, Akhil singh, student of Disha institute of management and technology pursuing M.B.A degree. As a part of my curriculum, I have to do a research project on Consumers Attitude Towards Airtel Postpaid Mobile Services. Accordingly, the following questionnaire has been prepared for obtaining the relevant information/data. The information provided by you will be used only for study purpose. Please spare few minutes of your time and fill the required information. Regards, Akhil singh, Disha institute of management and technology. 1) Demographic Information a) Name b) Age c) Phone no. d) Gender e) Marital Status f) Employment Status g) Educational Qualification h) Nature of Family :___________________________ :___________________________ :___________________________ : Male ( ) Female ( ) : Married ( ) Unmarried ( ) : Employed ( ) Unemployed ( ) Self-employed ( ) : Under Graduate ( ) Graduate ( ) Post Graduate ( ) : Nuclear Family ( ) Joint Family ( )

2) Since how long you are using Airtel postpaid mobile services? (a) Less than 1 year (b) 1 year 3 years (c) 3 years 5 years (d) 5 years and above 3) Do you use any telecom service other than Airtel? (a) Yes (b) No

4) From which source you come to know about the brand name of Airtel? (a) Advertisement (b) Relatives (c) Friends (d) Company Associates (e) Other (specify) _____________

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5) Which factor influenced you to have Airtel postpaid mobile services? (a) Brand name (b) Various schemes (c) Billing pattern (d) Strong network coverage (e) Credit limit (f) Roaming facility 6) Have you seen/hear the advertisement of Airtel? (a) Yes (b) No If yes, where (a) Newspaper (b) Magazine (c) Hoardings (d) Other 7) Among the various, which Airtel postpaid plan you prefer? (a) Airtel Extra Delight 225 plan (b) Group Save 249 (c) Airtel Extra Delight 175 Plan (d) Full Talk Value 299 (e) Full Talk Value 499 (f) Happy 250 Plan (g) Happy 150 Plan (h) Arjun (i) Power 400 Plan 8) Are you satisfied with the bill service of Airtel? (a) Yes (b) No 9) How is the response of customer care of Airtel? (a) Satisfactory (b) Unsatisfactory 10) How frequent you are getting network conjunction problem in Airtel? (a) Daily (b) Occasionally 11) Are you satisfied with the services of Airtel? (a) Yes (b) No If No, are you going to change it, please state reason_______________________________________________

the

12)

Are you availing any of the services provided by Airtel? (a) Subscription Services (b) Operation Services (c) Call Management Services (d) Phone Backup Facility (e) Lost Mobile Tracking Services
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13) Will you recommend other to have the Airtel postpaid services? (a) Yes (b) No 14) Is there any scope of improvement in present services provided by Airtel postpaid mobile services? (a) Yes (b) No If Yes, Specify_______________________________________

Thank you

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