A PROJECT REPORT ON MARKET ANALYSIS OF BROADBAND POTENTIAL IN RAJASTHAN

CARRIED ON AT BHARTI AIRTEL LTD., JAIPUR

PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT BACHELOR OF BUSINESS MANAGEMENT

COMPANY CERTIFICATE

COLLEGE CERTIFICATE

ACKNOWLEDGEMENT
First of all I would like to thank the almighty for his blessing that helped me to achieve everything I had wished for till now. I am thankful to authority of Bharti Airtel limited for providing me an opportunity to work with them. Mr. Gurmel singh and Mr. Nitin Bassi boost up my morale in the completion of my work. The support provided to me during my project was overwhelming and environment was conducive to work. With a deep sense of reverence, I would like to express my whole hearted thanks and deep gratitude to my parents who have always been a source of inspiration of me. There everlasting cooperation smiling affection inspired me to zeinith to what I am today. I am also very thankful to my teachers Mrs. Poonam Madan, Mrs. Monika Singh, Miss. Mahima Singh and Mrs. Shweta Kastiya who had been very candid and helpful. I express my sincere thanks to all respondents who filled up the questionnaire because of them only this report has been made possible. Many other who have been associated with work directly or indirectly, all have my sincere thanks. ONE WHO PREACHES THE GOAL WIN THE GAME

PREFACE Arise, Awake and not stop till the goal is achieved
Progress is a continuous process. It is relative and absolute. We can not stop at a certain destination and declare that target has been achieved and we need not to go further. I was privileged enough to join BHARTI AIRTEL Ltd., JAIPUR as a summer trainee. At the completion of the fourth semester of BBM we got opportunity to get particular knowledge about each and every aspect of market. It is important because it provides the students about the practical knowledge of the field, which is very essential beside the theoretical knowledge. The experience that I have gathered during this period has certainly provided me with an orientation which, I believe, will help me to shoulder my assignment successfully in near future. During this period, I have collected all the pertinent information of Market Survey and Lead Generation for Bharti Airtel Broadband and Telephone Services through primary and secondary data. On the basis of my training program, I have burnt my midnight oil so that no stone will remain unturned. However to cover the detailed information in such a short period was not possible.

CONTENTS

EXECUTIVE SUMMARY COMPANY PROFILE MILESTONES MARKET ANALYSIS OF COMPANY SWOT ANALYSIS RESEARCH METHODOLOGY SAMPLING TECHNIQUE RESEARCH DESIGN AND INSTRUMENTS DATA COLLECTION DATA ANALYSIS DATA FINDINGS RECOMMENDATIONS LIMITATIONS OF STUDY CONCLUSIONS BIBLIOGRAPHY ANNEXURES

7 8 19 25 41 43 49 50 51 52 63 64 66 67 68 69

INTRODUCTION TO BROADBAND INDUSTRY

Broadband has been defined as An always-on network capable of providing interactive voice, data and video services on public networks The Indian telecommunications sector has been viewed by some as reflecting the success of government initiatives, including the liberalisation of this sector. In less than a decade, the telecoms sector has implemented a state-of-the-art digital communications infrastructure almost exclusively founded on private and foreign direct investment (FDI), at no cost to the government. India continues to be one of the fastest growing major telecom markets in the world. Others take the view that it took too long, because although India began its liberalisation process as early as 1991, it was only in 2001 that the Indian government did away with the duopoly and opened up the whole fixed-line segment to alternative operators. Before 2001, only the private company, VSNL, had been allowed to compete with the two state-run incumbent fixed operators BSNL and MTNL. VSNL, now known as Tata, held a monopoly on international telephony, but lost its exclusive right in April 2002 when the international market was opened up to competition. Despite the popularity of the Internet in India, due largely to presence of more than 10,000 cybercafs in the country, broadband uptake has been relatively slow. Population penetration is less than 1 per cent in early 2010.
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The take-up rate in the corporate sector has been particularly slow. Indias current low broadband penetration has not been helped by the late largescale roll-out of ADSL services end 2004 to early 2005. High speed broadband deployments during 2008 and 2009 are adding functionality, but it is the widespread deployment of 3G and WiMAX that is expected to provide more affordable access and make broadband a mass market consumer proposition in India. Demand for WiMAX is already high with over 50 per cent of Indians under 26 years of age seeking wireless broadband services in March 2010. Bharat Sanchar Nigam Ltd (BSNL) is the largest public sector telecommunications enterprise in India, with approximately 90,958,000 customers at the end of December 2009. BSNL offers services such as fixed telephony, mobile telephony and Internet access all over the country, except in Delhi and Mumbai which are managed by state-owned MTNL. BSNL launched ADSL services under the DateOne brand in January 2005 and by the end of 2009 had a 55.91 per cent market share.. BSNL Broadband has footprints throughout India and operates in most cities, some of which transmit this service using BSNL's fibre-optic backbone network.

BHARTI ENTERPRISES
AN OVERVIEW Bharti Enterprises has been at the forefront of the Indian

telecommunications industry with its world-class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National & International Long Distance Services in India.

1999

2001 P -4th L re icens e

P t4 os L icens e

th

E ting xis L icens Area e

The Company has also implemented a submarine cable project connecting Chennai-Singapore for providing international bandwidth. Using this

infrastructure we are the only private telecommunications company that is able to supply IPLC (dedicated bandwidth to International destinations) solutions for Indian companies. Bharti Enterprises also manufactures and
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exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments, it is also the first telecom company to export its products to the USA. SEA-ME-WE 4 Submarine Cable System Geographical Map

Marseille

Anna ba Bizert e

Palermo

Alexandria Sue z Jeddah Fujairah

Cairo

Karac hi Mumbai

Coxs Bazaar

Chennai Satun

INDIA

Melaka
OCEA N

Colombo

Tuas

Following companies are the part of Bharti Enterprises

Bharti Airtel Ltd. Bharti Airtel Ltd is one of Asia's leading telecommunications service provider. The Company is Indias largest integrated telecom company in terms of customer base and offers Mobile Services, Fixed Line services, Broadband & IPTV, DTH service named Airtel Digital TV, Long Distance

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and Enterprise services. Airtel also offers mobile services in Sri Lanka on a state-of-the art 3.5 G network.

Bharti Infratel Bharti Infratel is a combine company with Idea cellular and vodafone essar. In which bharti and vodafone have the same market share in Barti Infratel with count of 42% each and Idea have 16%. This company basically works on the "Indus Tower", the maintenance work of those radio signal towers is watching by this organization.

Bharti Retails Ltd. Bharti Retail Ltd. is a wholly owned subsidiary of Bharti Enterprises. Bharti Retail operates a chain of multiple format stores. The companys neighborhood format stores operate under the "Easyday" brand and the compact hypermarket format under the Easyday market brand.

Bharti TeleTech Ltd. Bharti Teletech is Indias leading telecom & allied products company. It is one of the largest manufacturers of landline telephones in the world. With a strong distribution network across the country, the company is also the primary distributor of IT and Telecom products from international brands such as Motorola, Blackberry, Thomson, Polycom, Transcend, and Logitech.

Bharti AXA General Insurance Company Bharti AXA General Insurance is a joint venture between Bharti Enterprises and AXA, world leader in financial protection and wealth management. The company was incorporated in July 2007.
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Bharti AXA Life Insurance Company Bharti AXA Life Insurance Company Ltd. is a joint venture between Bharti Enterprises and AXA, world leader in financial protection and wealth management. The company offers a range of life insurance and wealth management products.

Bharti AXA Investment Managers Pvt. Ltd. Bharti AXA Investment Managers Pvt. Ltd., an asset management company in India, is a joint venture between Bharti Enterprises,AXA Investment Managers and AXA Asia Pacific Holdings.

Bharti Foundation Bharti Foundation was set up in 2000, with the vision, To help underprivileged children and young people of our country realize their potential. It aims to create and support programs that bring about sustainable changes through education and the use of technology and information.

Bharti Realty Bharti Realty Private Ltd. is the in-house Real Estate Arm for Bharti Group and facilitates by extending support to the Group Companies for Identifying, Developing and Maintaining Quality Real Estate in line with their Business Models.

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BHARTI AIRTEL LTD.

Established July 07, 1995 as a Public Limited Company. Bharti Airtel Limited ( (BSE: 532454) formerly known as Bharti TeleVentures LTD (BTVL) is the largest cellular service provider in India, with more than 135 million subscribtions as of May 2010. With this, Bharti is now the world's third-largest, single-country mobile operator and sixthlargest integrated telecom operator. It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is 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 company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging 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. Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. In August 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadband customers.
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Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. In India, the company has a 24.6% share of the wireless services market, followed by 17.7% for Reliance Communications and 17.4% for Vodafone Essar. On 8, June 2010, Bharti Airtel, in the largest ever telecom takeover by an Indian firm, completed a deal to buy Kuwait-based Zain Telecom's businesses in 15 African countries for $10.7 billion. Sunil Mittal, Chairman of Bharti Enterprises, said, "We are delighted at the closure of this transformational deal for India and Bharti Airtel. The transaction is the largest ever cross-border deal in an emerging market and will result in combined revenues of about $13 billion."

Business Description Bharti Airtel provides a range of telecom services which include mobile services, broadband & telephone (fixed line) services, National and International long distance services and VSAT, Internet services and network solutions. Airtel has over one million fixed line voice, data and broadband customers and operates India's first and largest private fixed line network. The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark.
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BOARD OF DIRECTORS
The group has been structured to create functional and operational specialization with a linear vision of business lines and functional areas.

Management Structure

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BOARD OF DIRECTORS

Chairman & Managing Director since October 2001

a Organisation Structure of Bharati AIRTEL, JAIPUR

VINAY THAPAD OF OPERATIONS,JAIPUR)

(HEAD

GURMEL SINGH MGR, SALES HEAD,JAIPUR)

(ZONAL

FINANCE

NITIN BASSI MNGR)

(ASST.

KRISHNAKUMAR (HR)

ASHIMA (QUALITY)

RAM SHARMA (IT)

ANAND

Capt. AJAY AGARWAL (TECHNICAL)

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PARTNERS

The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The company also has a strategic alliance with Vodafone. The investment made by Vodafone in Bharti is one of the largest single foreign investments made in the Indian telecom sector. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech and Mphasis.

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 Our visions begin with our desires.- Audre Lorde VISION

We all have some visions of ourselves and our future, and that vision creates consequences. More than any other factor, vision affects the choices we make and the way we spend our time. By 2020 we will build India's finest conglomerate by:

Always empowering and backing our people Being loved and admired by our customers and -respected by our partners Transforming millions of lives and making a positive impact on society Being brave and unbounded in realizing our dreams

Vision drive consequences, Principles drive results , Key is to base vision on Principles..

MISSION

" 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

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VALUES
Empowerment We respect the opinions and decisions of others. We encourage and back people to do their best Entrepreneurship We always strive to change the status quo. We Innovate with new ideas and energise with a strong passion and entrepreneurial spirit. Transparency We believe we must work with honesty, trust and the innate desire to do good Impact Are driven by the desire to create a meaningful difference in Society Flexibility We are ever willing to learn and adapt to the environment, our partners and the customer's evolving needs.

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MILESTONES
1976-79

Bharti Enterprises founded by Sunil Bharti Mittal. Starts as a small scale manufacturing unit for bicycle components. 1980-84

Bharti Overseas Trading Corporation set up. Bharti ties up with Suzuki, Japan to import and distribute portable gensets. 1985-88

Bharti makes it entry into the telecom sector with Bharti Telecom. Bharti also makes an entry into India's pharma sector with Bharti Healthcare, which manufactures empty hard gelatin capsules. 1991

Bharti Telecom's products reach international markets. Company signs OEM contract with Sprint, USA for manufacture and export of telephone sets. .1994

Bharti wins GSM mobile service provider licence for Delhi NCR. Bharti Telecom's Ludhiana factory gets ISO 9002 accreditation

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1998

Bharti becomes the first Indian company to offer telecom services in international markets. Launches mobile services in Seychelles. 2000

Bharti and Singtel, Asia's leading telco, form strategic partnership. Singtel invests $ 400 million in Bharti. 2002

Bharti goes public, completes India's first 100% book building issue and gets listed on the National stock Exchange, Bombay Stock Exchange and the Delhi Stock Exchange on February 18, 2002. 2003

Bharti enters the business outsourcing segment. Airtel becomes India's largest GPRS network 2004

Bharti, a first in the telecom industry, signs a 10 year comprehensive IT outsourcing deal with IBM. 2005

Vodafone picks up 10% equity interest in Bharti for $1.5 billion, making it the single largest foreign investment in the country.

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2006

Bharti and Wal-Mart sign Memorandum of Understanding to jointly explore Retail opportunities in India

Bharti Televentures rechristened as Bharti Airtel 2007

Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti Wal-Mart Private Limited,

Bharti receives licence to offer Direct to Home (DTH) Satellite TV services in India

Sunil Bharti Mittal chosen for Padma Bhushan, one of India's highest civilian honours.

Bharti wins licence to offer mobile services in Sri Lanka. 2008

Bharti launches its first set of retail stores in Ludhiana under the `easy day' brand. 2010

Bharti Airtel acquires 70% stake in Warid Telecom, Bangladesh Bharti Airtel enters into a legally binding definitive agreement with Zain Group to acquire Zain Africa

Bharti Airtel acquires the mobile operations of Zain in 15 African countries. Becomes the fifth largest mobile operator in the world.

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Airtel Broadband and Telephone services

Airtels high speed optic fiber network spans 35000 kms covering almost all the major cities in the country. The network is configured in multiple selfhealing rings to ensure error free service. In addition, the flexible IP/ATM layer, built on an optical core allows rapid service delivery time frames and highly customized solutions to meet diverse requirements.

Products of Bharti Airtel Broadband and Telephony Services.

DEL Direct Exchange Line Land line Phone (Voice) DSL Digital Subscriber Line for data Telephone Instrument Touchnet Dial-up-service

Services:
The services offered by Airtel Broadband & Internet are listed below:

1. Video Surveillance Solutions With this service you can observe your office, warehouse, shop and staff from your PC from anywhere and at all times, with the Video Surveillance Solution.

2. In Touch In Touch is a great way to stay connected. It is an easy-to-use personal communications service that connects you with your friends and family,
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using a PC or a TV and a Broadband (high speed) Internet connection. With In Touch you can do various activities like Video & Audio messaging, video & Audio Calling, Video Postcard TM service etc.

3. NetXpert NetXpert is automated broadband care technology. Globally accepted and successfully used by over 38 million customers worldwide, the NetXpert provides immediate solutions for Internet connectivity related problems. The NetXpert helps in the speedy installation and activation of the Broadband connection on your PC. Thereafter, it helps to identify any system or network problems that may come up from time to time. With NetXpert, you can detect and repair most problems, all by yourself, and experience the joys of uninterrupted Broadband.

4. Online Tests Airtel Broadband Services offer you online competitive tests for GRE, GMAT, SAT and MBA, from the comfort of your home.

5. Wifi Wifi is a wireless technology brand by the Wifii Alliance that gives you a host of fantastic advantages ranging from reliability to security. Common applications for Wifi include Internet and VoIP phone access, gaming, and network connectivity for consumer electronics such as televisions, DVD players, and digital cameras. Just like cell phones, televisions and radios, the wireless network also uses radio waves.

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Business focus of Bharti Airtel Broadband and Telephony Services.

Operational excellence Reducing churns Tightening cost Utilizing capacity

Quality Policy of Bharti Airtel broadband and Telephony Services.

Reduction of error level. Reduction of operating cost.

Process focus of Bharti Airtel broadband and Telephony Services.

Process standisation and customization Best practice replication Speed of urgency

Customers of Bharti Airtel Broadband and Telephony Services.

Residents Small and middle enterprises PCOs(public call office) Corporates
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BROADBAND MARKET SHARE

Broadband in telecommunications refers to a signaling method that includes or handles a relatively wide range (or band) of frequencies, which may be divided into channels or frequency bins. Broadband is always a relative term, understood according to its context. The wider the bandwidth, the greater the information-carrying capacity. A television antenna described as "normal" may be capable of receiving a certain range of channels; one described as "broadband" will receive more channels. In data

communications an analogue modem will transmit a bandwidth of 56 kilobits per seconds (kbit/s) over a telephone line; over the same telephone line a bandwidth of several megabits per second can be handled by ADSL, which is described as broadband (relative to a modem over a telephone line, although much less than can be achieved over a fibre optic circuit). Present Status (Mar 2010)

Customer Base in million Wireline Customers Cell Phone customer Total Customers Broadband customers Internet Customers : : : : :
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36.96 584.32 621.28 8.03 81

 Teledensity Projected Teledensity by 2012 Growth Drivers

: :

52.74%% (Mar 2010) 1 billion, 84% of population

Opening up of international and domestic long distance telephony services are growth drivers in the industry. Cellular operators now get substantial revenue from these services, and compensate them for reduction in tariffs on air time, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand. DIGITAL SUBSCRIBER LINE Digital Subscriber Line Technology was developed by Joe Lechleider at Bellcore (later named Telcordia Technologies). The first type of DSL, ADCL (Asymmetric Digital Subscriber Line) was created in 1988. Digital Subscriber Line Technology DSL also known as xDSL is a group of technologies that provide data transmission through the wires of local phone company. Previously DSL stood for Digital Subscriber Loop, although now many have adopted the term Digital Subscriber Line. With a large variety if DSL services; theoretical downstream speeds can range from 256KBIT/S to 24 MBIT/S (24000KBIT/S), depending on various factors, such as line quality, type of DSL and distance from provider.

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Airtel Data Service is powered by DSL i.e. Digital Subscriber Line technology. The Company also provides telephone services and Internet access over DSL in 15 circles. DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. DSL technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analog phone line. There are no Dial-up delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes. With DSL Internet service graphics heavy files, large documents, software, photos, E-mail attachments and more instantly. And because DSL Internet Service sends data and voice over the same line, you can talk on the phone while you are online. And most important its a service that you dont have to dial into. Just turn on your PC, open a browser, and you are ready to surf (No more hearing those annoying beeps and tones, then waiting to be connected. You are always connected whenever you wish to!).

DSL pros and cons Pros The speed is much faster than a standard 56k service.
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 The company that offers DSL service, usually provides the modem as a part of the installation. Its easy to install our self. Cheaper than many other internet services. No sharing of network with the neighbours unlike services such as cable.

Cons DSL connections speeds are dependant on how far we are

from the providers central office, the closer we are, the faster is the connection. With ADSL the connection is faster for receiving data,

rather than sending it. The service is not always available everywhere

How the network works

1 Km

1 Km

1 Km

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About network DLC (Digital Loop Carrier) is also known as RSU (Remote Searching Unit). One DLC is connected to another through optical fiber. DLC is connected to pillars, pillar is connected to sub -pillar and then sub-pillar are further connected to DPs (Distribution Points) through copper wires. The difference from one DLC to pillar is 1 km and the distan ce from pillar to sub -pillar is also 1kms.DSL is connected to another DSL (Digital Subscriber Line) through optical fiber. BPH provides DSL connectivity.

Life of the Cable Once the wiring is done there is no requirement of replacing the wiring till 30 years.The pairing capacity of one DLC is at least 500 to 700.One cable consist of 100 pairs of a single pillar. Through sub-pillar different numbers of pa irs passes.

Augmentation If a person require a new connection and the capacity is full of that particular area, then the capacity can be increased and then that person will get a connection and will become a consumer of Airtel.And this increment of the capacity is known as Augmentation.

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Basic DSL set-up

Typical DSL Installation

Often DSL companies a Do-it-yourself or installation at a fee. Many people are turned away by the Do-it-Yourself package due to the lack of technical knowledge. Although its easier than most think, a standard DSL self installation kit consists of full instructions to guide through the process. Included in the package is, the appropriate cabling, DSL Modem and adapter along with a CD that installs the needed software on the PC. During the project we found that many of the customers were not aware of the Dial-Up and DSL Technology. We have been asked so many times-Whats the big deal about DSL? In order to clear the smoke screen we told them the difference between a Dial-Up and DSL Technology.

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S.No.

ON the Basis

Dial-Up

DSL Technology

Limited speed of upto High 1 Speed 56.6 Kbps

speed

internet

made speed of upto 512 Kbps wireless

available through a through telephone and modem. 2 Cost Rs. 25-32 per hours. Limited 3 Technology restricts network broadband.

Rs. 25-30 per hours.

speed Download time is upto download 10 times faster. cables

time exposed cable Underground

results in possibility eliminate damages due of damage. to exposure.

Engaged 4 Talk n Surf

telephone Telephone line is free

line while surfing on while surfing on DSL. Dial-Up. Chances of Connectivity during available is whenever

Connectivity

connectivity peak hour

are needed. Easy to use, no dialing, no

remote.Drawback

include disconnection disconnection. repeated dialing.

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Features of Airtel Broadband

Always on With Airtel Broadband, the internet is always ON, always available! No more waiting for dial-up to connect. You are ready to use the internet as soon as you switch on your computer.

Exciting Value added services Whether its On Demand Speed, Antivirus software, Music, Games, opportunities with our value added services are limitless and excitement is never ending.

Go wifi Did you know that wi-fi helps you connect your computer/laptop to internet without wires. You do not have to park a place in your home to connect with the world. You can take your laptop around to any place in your home-bedroom, balcony or even kitchen and keep that music playing or chat going on without getting disconnected. Enjoy freedom from wires with Airtel broadband.
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Airtel offers a bouquet of self care services

Single Login ID All Airtel numbers (Telephone, broadband and mobile) can be registered in one My Airtel user ID and manage them by a single login.

Easy Registration Simply log onto www.airtel.in and click on the Register Link. Now fill the My Airtel Registration Form and click on the submit button. Once the details of an individual have been submitted the password is sent through SMS or E-mail on the registered mobile number/E-mail ID. Now an individual is ready to start viewing My Airtel.

Bills by E-mail An individual can update his/her profile on the website and can specify his/her E-mail ID and willingness to receive bills by E-mail

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Service Areas

Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttrakhand, Uttar Pradesh (W), West Bengal.

24x7 Customer Support

Airtel Data Services customer support executive is just an email or a phone call away.

Airtel Broadband and Telephone services

Airtels high speed optic fiber network spans 35000 kms covering almost all the major cities in the country. The network is configured in multiple selfhealing rings to ensure error free service. In addition, the flexible IP/ATM layer, built on an optical core allows rapid service delivery time frames and highly customized solutions to meet diverse requirements.

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COMPETITORS
The Key players in the Telecom Market in India

RELIANCE Reliance Infocomm was founded by Dhirubhai Ambani. Between 1999 to 2002 Reliance Infocomm built 60,000 km of fiber optic backbone in India. This network was commissioned on December 28, 2002. Reliance Communications is the Company has a customer base of 105 million including over 2.5 million individual overseas retail customers. It ranks among the Top 5 Telecom companies in the world by number of customers in a single country. Reliance Communications corporate clientele includes 2,100 Indian and multinational corporations, and over 800 global, regional and domestic carriers. The entire communications value chain, covering over 24,000 towns and 600,000 villages has been established by Reliance Communications.

BSNL Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL is the fourth largest cellular service provider, with over 63.45 million customers as of March 2010 and the largest land line telephone provider in
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India. It has the status of Mini Ratna, a status assigned to reputed public sector companies in India. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country.

TATA INDICOM Tata Teleservices Limited (TTSL) is a subsidiary of the Tata Group It operates under the brand name Tata Indicom in various telecom circles of India. In Nov 2008, Japanese telecom giant NTT Docomo picked up a 26 per cent equity stake in Tata Teleservices. In Feb 2008, TTSL announced that it would provide CDMA mobile services targeted towards the youth, in association with the Virgin Group on a Franchisee model basis. Tata Teleservices Provides mobile services under 3 Brand names: o Tata Indicom (CDMA Mobile operator) o Tata DoCoMo (GSM Mobile operator) o Virgin Mobile (CDMA & GSM Mobile operator)

Today,

Tata

Teleservices

Limited

along

with

Tata

Teleservices

(Maharashtra) Limited serves over 21 million customers in over 4000 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices offers world-class technology and user-friendly services in 20 circles.

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MTS Sistema Shyam TeleServices (SSTL) is the fastest growing telecom company in the competitive Indian market, with over 4 million voice subscribers and 70,000 data customers. SSTL has tied up with Mobile TeleSystems OJSC, a JSFC Sistema company of Russia, to bring the globally acclaimed telecom brand MTS - to India. MTS is the 8th largest telecom brand in the world. SSTL has been allocated spectrum to provide mobile telephony services in 22 circles across the country.

MTS, the mobile telecom service of SSTL, has seen its subscriber base cross 4 million in April 2010 and the numbers continue to grow exponentially.

MTS has completed a year of its operation in India in March 2010. It is the fastest growing telecom brand in the country.

The high-speed mobile broadband service, MBlaze, was launched in November 2009

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SWOT ANALYSIS
SWOT Analysis for the Airtel Broadband and Telephone Services Strengths Largest telecom service provider. 24x7 customer care service. Group focus on telecom. Enjoying brand equity in all existing circle. Strong international associates. Latest technology provider The company has covered the entire Indian nation with its network. This has underpinned its large and rising customer base. Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing Tel, with whom they hold a strategic alliance Better customer service through CRM system. Strong and multilayer distribution policy. Proper and regular advertisement provider

Weakness The wrong entry of billing creates bad image of the company in the mind of the customer. There are some customers who do not pay their bills timely so there must be proper arrangement of collecting bills from customers.

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 There are some customers who get connection by giving wrong address proof and documents so it reduces the reliability of the regular customers. Busyness of the customer care department reduces the satisfaction of the customer. Airtel provide broadband only in jaipur in rajasthan

Opportunities There are huge opportunities of Broadband and telephone services in the market. Lot of untapped potential consumer segment services. Lot of potential consumers through cable services. Offering of low cost plans increase the graph of the customers. Low Broadband Penetration, Rural Telephoney

Threats There is a very tough competition with BSNL. Market is too priced sensitive. Falling ARPU & AMOU. BSNL cover whole jaipur and provide cheaper plan as compare. Entrance of MTS, Idea, Tata indicom and other major telecom industries in Rajasthan.

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RESEARCH METHODOLOGY

During our training we followed few steps Conducted market survey to look for our various existing customers. Looked out to explore new potential areas for Airtel broadband. Made Cold Calls. Follow Up

APPROACH: Worked as a team of six to visit different Companies, Corporate, and residential, vertical towers etc. Started with those Verticals towers which were located in nearby vicinity. We directly went to offices meet the receptionist and ask for IT manager or account manager or any other concerned person. Once an appointment got fixed, we tried to take a look into their existing setup and there any probable requirements. We use to start our talk with products specially designed to suit their needs. (e.g. Landline, Broadband Etc.) In the last month we divided our time equally for new visits and follow ups.

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SCOPE
The scope can be broadly categorized into three: Geographical scope Product scope Time scope or extent of study

Geographical scope The Areas where the products were pitched were: Bais Godown industrial area. Malviyanagar industrial area. M. I. road. Tonk road. C-Scheme Lal Kothi Johari bazaar Gandhi nagar Etc.

Time scope The time scope was 45 days that is the time of training from 15th May to 30th June.

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Product scope

Airtel telemedia system portfolio of products covers the Landline connection, Virtual EPBX, Broadband, PRI and Airtel has solution related to fixed line.

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To be a bull fighter you must learn to be a bull

OBJECTIVES OF THE STUDY

The objective of the study are as follows.

To explore new leads and acquiring Corporate, Companies, Shops, Residents etc. as our clients and further follow up in Jaipur To understand the growth pattern of Fixed Line phones and Broadband segment in Jaipur. To analyze the customer satisfaction. To find out the problems regarding billing, network etc. that the customers are facing.

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REVIEW OF LITERATURE

Here is a definition of a Literature Review : ..a literature review uses as its database reports of primary or original scholarship, and does not report new primary scholarship itself. The primary reports used in the literature may be verbal, but in the vast majority of case reports are written documents. The types of scholarship may be : empirical, theoretical, critical or analytic, or methodological in nature. Second a literature review seeks to describe, summarize, evaluate, clarify andintegrate the content of primary reports., - Cooper,H.M. (1988), The Structure of Knowledge Synthesis.- *Knowledge in Society*, Vol.1.pp.104-126 Early studies on impacts of broadband computer networks on society mainly focus on offering expert opinions, forecasting future trends, and speculating about the potential of the technology. More recent studies attempted to assess the penetration rate of broadband by focusing on specific types of applications requiring high speed (Chang, Lee, Middleton, 2004; Cohill, 2005a, 2005b, Lee, OKeefe ,& Yun, 2003). These studies also attempted to quantify the subscribers volume, which stands for the number percent of customers purchasing the service. The studies have typically covered the Private Sector Business Case for broadband deployment & investments (Chang et al, 2004;Cohill, 2005a, 2005b, Lee et al.; 2003). This has been especially the case in the United States where there is little
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public investment in the Technology (NBUBRC, 2006). Another major challenge was the issue of isolating the quantifiable impacts or changes that can be assigned specifically to broadband usage from those which are caused by other factors (Marlin & Bruce, 2006; NBUBRC, 2006). Shaw et al, 2005 revealed that, a positive attitude doesnt essentially result to the wished behaviour. Ruiz (2004) found that broadband access is an important part of enhancing rural community development in the United States, improving the economy, health care, and general quality. After the Market Analysis about Airtel Broadband by JASPREET BAJAJ (2008) from, Maharaja Agarsen Institute of Management Studies, Kashmiri Gate, Delhi, with the Project title Customer Satisfaction On Broadband Services. And ABHISHEK GUPTA (2010) from Amity University , Noida (U.P) of Masters of Business Administration in Telecommunication, with the Project title Market Analysis Of Broadband Potential And MOHAMMED NIZAR.N (2009) from

Nesamony Memorial Christian College, Marthandam, Kanyakumari of Department of Management Studies with the Project title A study on customer perception of Airtel broadband services among small medium enterprises. The overall objective of the study was to find out how the customer perceives Airtel broadband services and to find out their satisfaction towards the service against its competitors. The study revealed the picture of customers perception and satisfaction which help Airtel broadband to encourage more people to be the customers/consumers of Airtel Broadband.
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It was found that Quality of the service provided plays an important role in keeping the existing customers and to bring new customers. Most of the organizations prefer broadband connection over other type of connection because of speed and other compatibility of service. A number of the organization preferred Airtel because of the quality of service provided and also for the speed of data transmission. Most of the customers use BSNL fixed line phones. BSNL is at the first position in the market. Airtel comes at the second position as a fast growing company. Most of the customers were interested in taking the connection as some of the plans were according to their usage and cost effective. The overall satisfaction level is very high among customers.

An analysis of technical corporate and market data used to predict movements in the market - DD Sharma

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HYPOTHESIS

Hypothesis is a tentative statement about the relationship between two or more variables. A hypothesis predicts an experimental outcome. For example, a hypothesis might state: "There is a positive relationship between the availability of flexible work hours and employee productivity."

FORMULATION OF HYPOTHESIS
First Objective Null Hypothesis 1. H0: Price, Networl Service, and Brand Image is the most influencing factor for the purchase of broadband service. 2. H1: The level of service quality and recovery of AIRTEL is much better than other players.

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SAMPLING TECHNIQUES
Sampling unit may be a geographical one such as state, district, village etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, school, etc., or it may be an individual. The specified zone for study was Jaipur. Sample Universe: All customers using broadband connection will be taken as the sample universe. Sample Size: From the universe, sample size of 50 customers will be selected for the purpose of the study. Sample Frame: The customers will be selected on a random basis from which the respondents will be selected based on convenience. Sampling Method: Convenience sampling will be used, based on the willingness and availability of the respondents. The study is conducted on consumers with different type of business.

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RESEARCH DESIGN
A research design is the specification of methods and procedures for acquiring the information needed. It is the over-all operational pattern or framework of the project that stipulates what information is to be collected, from which sources and by what procedures Green and Tull

Type of Research
This is descriptive research as this research includes surveys and factfinding. So descriptive research help in knowing about particular item or group of items.

DATA COLLECTION
Data Collection Method This data is collected through questionnaire. First of all the questionnaire was framed according to the requirements of the research and then it was made filled by the different respondents. Data Collection Instrument After a detailed discussion with our Assistant Manager I was directed to develop a Questionnaire for the survey. Keeping in the view his suggestions and requirements of the research I developed a Questionnaire for the survey and got it okayed by him.

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The Questionnaire was prepared in such a way that it covers all the essential features and the objectives. But at the same time the length of the Questionnaire was kept short because lengthy Questionnaire lowers the quality of the answers. Questionnaire includes dichotomous questions, open-ended questions and multiple choice questions. Dichotomous questions are in the form of YES or NO. Sources of Data: This research includes primary as well as secondary data. Primary Data Primary data may be classified as those data that have been observed and recorded by the researchers for the first time to their knowledge. Primary data will be collected directly from the respondent through questionnaire Secondary Data Secondary data may be classified as those data that have been already collected by someone else and which have already been passed through the statistical process. Secondary data will be collected from the companys product book, magazines and from Internet.

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DATA ANALYSIS

Analysis of Data

The term analysis refers to the computation of certain data. The data, after collection, has to be processed and analyzed. At last the completed Questionnaires were checked and edited (if necessary) to correct the errors. Then the computations for the estimates are performed. Data Analysis Techniques Analysis of data is done through quantitative method i.e. numerical figure.

Data Analysis Instrument

Various instruments for data analysis were used such as tabulation of data i.e. an orderly arrangement of data and pie chart.

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ANALYSIS OF DATA
The term analysis refers to the computation of certain data. The data, after collection, has to be processed and analyzed. At last the completed Questionnaires were checked and edited (if necessary) to correct the errors. Then the computations for the estimates are performed.

Fixed Line Phone Users

30

35

Airtel

BSNL

Reliance

Tata

Inference From the above chart it is clear that out of 50 respondents 23 respondents use BSNL, 18 respondents use Airtel, 5 respondents use Tata Indicom and only 4 respondents use Reliance fixed line phones.

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 No. of Satisfied Customers

23%

77%

Satisfied Customers

Non-Satisfied Customers

Inference From the above chart it is clear that 77% of the customers who are using Airtels fixed line phones are satisfied and 23% of the customers who are using Airtels fixed line phones are not satisfied.

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 Problems regarding Billing, Network

33%

34%

11% 22%

Bill

Network

Prices

Others

Inference 34% of the customers were having the problems due to bills. Sometimes customers dont receive their bills at time. 33% of the problems were due to other things such as proper information regarding plans, regarding speed etc. 22% of the customers said that the prices are high and 11% of the customers were having the problem regarding network.

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 Regarding new connection

25%

75%

Interested

Not Interested

Inference From the above chart it is clear that 75% of the customers are interested in taking the new connection and 25% of the customers are not interested in taking the new connection i.e. out of 50 respondents 38 customers were interested and 12 customers were not interested in taking the new connection.

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 Plans which are mostly used

7% 10%

7% 27%

20% 29%

Plan 325

Plan 425

Plan 499

Plan 699

Plan 725

Plan 700

Inference From the above chart it is clear that 29% of the customers are using Plan 425, 27% of the customers are using Plan 325, 20% of the customers are using Plan 499, 10% of the customers are using Plan 699, 7% of the customers are using Plan 725 and 7% of the customers are using Plan 700.

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 Churn Chart for Different Operators

15% 30%

20%

20%

15%

BSNL

Reliance

Airtel

Tata

Others

Inference From the above chart it is clear that 15% of the customers churned the connection of BSNL, 20% of the customers churned the connection of Reliance and also of Tata, 15% of the customers churned the connection of Airtel and 30% of the others.

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 Reasons for customer churning the existing lines of BSNL

8%

8% 15%

26%

11%

16%

16%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 26% of the customers disconnected their connections due to slow seed, 16% due to repeated disconnections, 16% due to bad services, 15% due to customer care support, 11% due to disturbances in lines, 8% due to billing issues and 8% due to cost.

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 Reasons for customer churning the existing lines for TATA

17%

26%

21% 4% 13% 10%

9%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 26% of the customers disconnected their connections due to billing issues, 21% due to slow speed, 13% due to repeated disconnections, 10% due to bad services, 9% due to customer care, 4% due to disturbances in lines and 17% due to cost.

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 Reasons for customer churning the existing lines for Reliance

17% 6% 32%

12% 10%

6%

17%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 32% customers disconnected their connections due to billing issues, 17% due to customer care, 17% due to cost, 12%due to repeated disconnections, 10% due to bad services, 6% due to disturbances in lines and 6% due to slow speed.

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 Reasons for customer churning the existing lines for Airtel

27%

27%

6% 3% 11% 5% 21%

Biling issues Services not satisfactory Costly

No customer care support Repeated disconnections

Disturbances in lines Slow speed

Inference 27% of the customers disconnected their connections due to billing issues, 27% due to higher cost, 21% due to customer care, 11% due to bad services, 6% due to slow speed, 5% due to disturbances in lines and 3% due to repeated disconnection.

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FINDINGS OF THE STUDY

Major findings of the study are as follows

Market share of BSNL was more as most of the customers were using fixed line phones of BSNL. Most of the customers were satisfied with the services of Airtel. Many customers were interested in taking new connection. Most of the customers were having problems with their bill such as they didnt receive their bills on time. According to some customers prices are too high.

RECOMMENDATIONS

The organization should take the following steps which will not only improve the satisfaction level of the customers but also will provide the substantial growth to the company. There must be uniformity in the information provided to the customer by customer care executive at franchise and customer care executive online to avoid communication gap. Airtel sites must be promoted among the customer for more use. Customer should be provided with a booklet of the facilities and services what so ever he/she will get at time of connection. Customer must be made aware timely about the new plans and schemes. Airtel should take into consideration the call rate part so as to retain the customer on their network who switch over to another network due to this factor. The charges what so ever the company charges from the consumer should not be complicated to understand. The employees in the customer care should know each and every thing about the services and the plans so that he/she can answer the queries of customer without any confusion. Every person related to the organization directly or indirectly (as summer trainee) should be equipped with the essential materials such as pamphlets, ID card etc. which are necessary to advertise the organizations product.

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It is useless to tell a river stop running; the best thing is to learn how to sail in the direction it is flowing. LIMITATIONS AND DIFFICULTIES
Nothing in this Universe is free from limitations and the present project is not an exception to it. Despite all those difficulties I encountered how could I forget that if a trainee really has to learn and train herself she will have to light the lamp even in the rough wind. To conduct such an extensive Consumer Survey in a very short spoon of time was really a Herculean attempt as some of the respondents didnt coperate us. Customers didnt give proper information regarding them. Some of the customers were not aware of the plans they were using. Some of the respondents didnt co-operate us as they were too angry with the whole processing system. Due to limitation of time we dont have a large variety of customers. At times customers dont listen to the information given to them regarding plans and services due to lack of time. Airtel does not capture the most of the part of jaipur.

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CONCLUSIONS

After the final analysis of the data following conclusions were drawn : During the project, by the analysis, it was found that most of the customers use BSNL fixed line phones. BSNL is at the first position in the market. Airtel comes at the second position as a fast growing company. Most of the customers who are currently using the Airtel connection are satisfied with the services of Airtel. Customer dissatisfaction was largely due to their bills. During the project some information was given to the customers regarding the plans. After knowing about the different plans most of the customers were interested in taking the connection as some of the plans were according to their usage and cost effective. Different plans which were described to the customers are written above. Due to cut-throat competition customers switch to another operator very soon. Cost and Services are the main factor due to which the customer switches to another operator.

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BIBLIOGRAPHY

BOOKS Kothari C R., Research Methodology - Methods & Technology; Second Edition; 2004. Research Methodology, Eight Edition; 2007. Philip Kotler & Grey Armstrong, Principles of Marketing Management; Eleventh Edition; 2007. Ramaswamy V.S, Namakuma S; Marketing Management; Third Edition; 2006. D.D Sharma , Marketing Research, Fourth Edition; 2004. Green &Tull , Marketing Research; Third Edition; 2003. MAGAZINES Ninan T N,2009 Business Standard, 2006 JOURNALS Indian Journal of Commerce WEBSITES www.airtel.in www.telecomservices.com www.google.com

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ANNEXURES

QUESTIONNARE
1) 2) 3) 4) Name Contact Address Contact no Presently which connection you are using? BSNL Airtel Tata Reliance Others 5) In past have you ever taken the service of any other operator? BSNL Airtel Reliance Tata Others 6) If disconnected the connection, then due to which of the following reason Competitors Services Disturbances plans were were not in more attractive. satisfactory. lines.
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Billing Repeated Slow No Cable customer damages due care to disconnections in

issues. broadband. speed. support. accidents.

Proper information is not given at the time of taking connection. Want to take the connections but cannot be provided due to the choked network. 7) Reason for not using Airtel Broadband. 8) What is your Internet usage type? Light Moderate Heavy 9) If we offer you a suitable bill plan for Airtel Broadband, will you be interested in taking it? Ye s No 10) We welcome your valuable suggestions to Airtel.

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