A SUMMER PROJECT REPORT ON TO ANALYSIS OF CUSTOMER PERCEPTION OF AIRTEL BROADBAND SERVICES AMONG SMALL & MEDIUM ENTERPRISES IN PUNE

SUBMITTED TO ISCS PUNE IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF PGP PROGRAM BY VIPIN MEWARA PGP+SMU (ISCS 2011-13) Under the guidance of Prof.J.P.Singh A Study Conducted for Bharti Airtel

At

At Indira School of Career Studies, Tathwade, Pune 411033

TABLE OF CONTENT Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 Content CERTIFICATE FROM ISCS CERTIFICATE OF COMPANY ACKNOWLEDGEMT EXECUTIVE SUMMARY COMPANY PROFILE OBJECTIVE OF THE STUDY RESEARCH METHODOLOGY LIMITATIONS FINDINGS CONCLUSION RECOMMENDATION BIBLIOGRAPHY ANNEXURE Page No. 0-1 1-2 3-4 5-7 8-28 29-31 32-54 55-56 57-58 59-62 63-66 65-66 67-71

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT A good project work requires sound knowledge of the subject concerned and skilled to make proper use of this knowledge .i am very grateful to all who equipped us with the right frame of mind to make us still more receptive to such knowledge and skill.

I would like to thanks Prof. P.K. Divakaran Director of Indira school of Career studies for giving me this opportunity to do this project and learn from it. I am thankful to Bharti Airtel Ltd for giving me helpful information to complete this project (Research and sales).In addition, I would like to thank Mr. Ramesh Gole sir, Airtel Communications, (Sales Channel Manager) for bestowing the confidence and faith in me in deeming me fit for this project. Furthermore, I express my gratefulness towards Mr.Braj Mohan sir Airtel Communications, for their guidance and supervision and providing necessary information regarding this indication. Their kind co-operation and

encouragement has helped me in completion of this report. I also thank Professor J.P. Singh ISCS, Pune, for his patience, efforts and dedication; without which this report would have been a distant reality. I would like to express my special gratitude to the industry persons for giving me their attention and time, and their willingness to help me out with their abilities DATEPLACEVIPIN MEWARA

EXECUTIVE SUMMURY

Executive Summary The project was carried out for Bharti Airtel Limited, PUNE which is one of the leading Telecom Company to conduct a Market research and Sales. The project was undertaken during two months summer training at Airtel Limited in my capacity as a management student with marketing specialization.

The job assigned to me for the project was to do market Analysis and sales activities. Retailer satisfaction is a key factor towards an organization for its future performance .If the retailers are satisfied with the services from the company than they will help the company in promoting the companys product to the customers. The main objective of this project is to find out the satisfaction level of Airtel retailers towards the services provided by the Airtel and to find out the problems facing by the retailers. For analysis of this data I have prepared questionnaire which includes questions like, Distributors Sales Representatives responsiveness. Product information sharing by the company. The number of respondent is 300 from Cluster in Pune. After collection of data I analyze And interpret data using Bar Diagrams and Pie Charts and after analyzing data some findings are, The retailers were not much satisfied with the quality and content of provided by the Airtel company, The customers were average satisfied with the Trade Scheme Settlement of the company, there is not much proactive communication by the DSRs with the retailers about the schemes and products of the company etc. On the basis of the findings the researcher fined out that what are the problems facing by the retailers from the company. The researcher find out the problems are the forward and backward communication between the company and the retailers, stock delivery by the company and content of the POS material. After determining the problems the researcher determines the strategies to

overcome these problems. The researcher determine the strategies which are stick the POS material at that place of retailer shop where it is easily visible to the customers, provide the A4 sheet about the schemes and products of the company to the retailers for reference, provide the good quality POS material with the good content etc. After determining the strategies the researcher implemented these strategies to promote the sales of Airtel Broadband in areas of cluster C2 are Aundh, Baner, and SBI Road.

The researcher covered 300 retailers in cluster C2. During the survey the researcher find out that in some areas the retailers were not aware about the Airtel Broadband and POS material is not available at the retailers shop. Some suggestions given by the researcher are POS material to be put up at better visibility areas at the retail outlets and also conduct some marketing campaigns in nearby area to increase the awareness about the products and schemes, update the knowledge of the DSRs by giving continuous training and team meeting, increase the frequency of the merchandising activities by The company

COMPANY PROFILE

COMPANY PROFILE Bharti Airtel Limited, commonly known as Airtel, is the largest Indian telecommunications company that operates in 20 countries across South Asia,

Africa and the Channel Islands It operates a GSM network in all countries, providing 2G,3G and 4G services depending upon the country of operation. Airtel is the world's third-largest mobile telecommunications company with over 261 million subscribers across 20 countries as of August 2012. It is the largest cellular service provider in India, with 200 million subscribers. Airtel is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India, and is also a provider of broadband and subscription television services. It offers its telecom services under the airtel brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification. 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. It is known for being the first mobile phone company in the world to outsource all of its business operations except marketing, sales and finance. Its networkbase stations, microwave links, etc.is maintained by Ericsson, Nokia Siemens network and Huawei, and and business support is provided byIBM and transmission towers are maintained by another company (Bharti Infratel Ltd. in India). Ericsson agreed for the first time to be paid by the minute for installation and maintenance of their equipment rather than being paid up front, which allowed Airtel to provide low call rates of 1/minute

(US$0.02/minute). During the last financial year (200910), Bharti negotiated for its strategic partner Alcatel-Lucent to manage the network infrastructure for the tele-media business. On 31 May 2012, Bharti Airtel awarded the three year contract to Alcatel-Lucent for setting up an Internet Protocol access network (mobile backhaul) across the country.This would help consumers access internet at faster speed and high quality internet browsing on mobile handsets. Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an agreement with Germany's Siemens to manufacture push-button telephone models for the Indian market. In 1986, Mittal incorporated Bharti Telecom Limited (BTL), and his company became the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. By the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first cordless telephones. In 1992, Mittal won a bid to build a cellular phone network in Delhi. In 1995, Mittal incorporated the cellular operations as Bharti TeleVentures and launched service in Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended

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its network to Andaman and Nicobar. This expansion allowed it to offer voice services all across India. In 2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel acquired the African operations of the Kuwait based ZainTelecom.In March 2012,Airtel launched a mobile operation in Rwanda.Today, Airtel is the largest cellular service provider in India and the third largest in the world.

India

11

Mobile Airtel has nationwide presence, and is the 6th most valued brand according to an annual survey conducted by Brand Finance and The Economic Times in 2010. On 19 October 2004, Airtel announced the launch of a BlackBerry Wireless Solution in India. The launch is a result of a tie-up between Bharti TeleVentures Limited and Research In Motion (RIM). The Apple iPhone 3G was rolled out in India in 2008 by Airtel and
Vodafone.

However,

high prices and contract bonds discouraged consumers and it was not as successful as the iPhone is in other markets of the world. The Apple iPhone 4 was introduced on May 27, 2011 by Airtel and Aircel. 3G On May 18, 2010, 3G spectrum auction was completed and Airtel will have to pay the Indian government 122.95 billion (US$2.23 billion) for spectrum in 13 circles, the most amount spent by an operator in this auction. Airtel won 3G licences in 13 telecom circles of India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar
(east) , & Pradesh

Rajasthan, West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu
Kashmir .

Airtel

also

operates an agreement

3G

services

in Maharashtra, Goa, Kanpur and Kolkata through

with Vodafone and

in Gujarat through an agreement with Idea. This gives Airtel a 3G presence in 15 out of 22 circles in India.

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On September 20, 2010, Bharti Airtel said that it has given contracts to
India, Nokia Siemens Networks

Ericsson

(NSN) and Huawei

Technologies

to set up infrastructure for

providing 3G services in the country. These vendors will plan, design, deploy and maintain 3GHSPA (third generation, high speed packet access) networks in 13 telecom circles where the company has won 3G licences. While Bharti Airtel has awarded network contracts for seven 3G circles to Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment vendor HuaweiTechnologies has been introduced as the third partner for three circles. On January 24, 2011, Airtel launched 3G services in
Bangalore,

Karnatakaits

largest circle by revenue. With this launch, Airtel became the third private operator (fifth overall) to launch its 3G services in the country following Reliance Communications and Tata Docomo. On January 27, 2011, Airtel launched 3G in Chennai and Coimbatore. On July 27, 2011 Airtel launched 3G in three major cities in Kerala (Trivandrum, Cochin and Calicut). Airtel 3G services are available in 200 cities through its network and in 500 cities through intra-circle roaming arrangements with other operators. Airtel had about 7 million 3G subscribers as of May 2012. 4G On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum auction in India ended. Airtel paid 33.1436

13

billion for spectrum in 4 circles: Maharashtra, Karnataka, Punjab and

Kolkata .

The

company was allocated 20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and operated by ZTE in Kolkata, Huawei in Karnataka, Ericsson inPunjab and Nokia
Networks Siemens

in Maharashtra. Airtel had 3180 4G subscribers as of May 2012.

TD-LTE

On 10 April 2012, Airtel launched 4G services using

technology in

Kolkata, becoming the first company in India to offer 4G services. Airtel launched 4G in Bangalore on 7 May 2012. It will launch services next in Pune and Chandigarh. On 24 May 2012, Airtel announced an agreement to acquire a 49% stake in Qualcomm Asia Pacific (India). Qualcomm holds 4G spectrum and licenses in Delhi, Haryana, Kerala and Mumbai. As per the agreement, by the end of 2014, Airtel will assume full ownership and financial responsibility for 4G operations in these 4 circles

Corporate Responsibility at Bharti Airtel

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.

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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:

1. To be responsive to the needs of our customers 2. To trust and respect our employees 3. To continuously improve our services innovatively and expeditiously 4. To be transparent and sensitive in our dealings with all stakeholders

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:

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Engaging with stakeholders Ensuring stakeholder sensitive policies and practices Undertaking programs for our employees, community and environment

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.

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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, 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 and plans. . through the various

communication

policies,

strategies

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

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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 centre engagement programs etc. These care policies and practices are applied across the organizational levels without any discrimination

Broadband & Internet

18

Broadband Advantage:Now experience the internet in a new way with Airtel Broadband. It is powered by DSL technology which gives you blazing-fast; secure Internet access as soon as you switch on your computer . We give you the power of limitless discovery on Internet from shopping to banking, paying bills to making new friends Switch and not to to mention airtel endless Broadband fun & Why learning wait for to children connect

today

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.

Power Surfing

With speed of up to 2Mbps, feel the excitement of doing more on Internet. Shop, download MP3, exchange heavy files and chat

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at an enviable speed, all thanks to an extensive Broadband Services infrastructure. No more disconnections in the middle of download.

Surf while you talk!

No more missed calls or blocked telephone lines while using the internet. Airtel Broadband Services connection does not block existing telephone lines and allows one family member to use the phone while another member surfs the net. No more missed calls and no more fight!

Robust installation

Our world class infrastructure & end-to-end digital network of underground copper cable lines ensure an extremely robust connection that eliminates the risk of damage. Superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet.

24x7 customer support

We are just an email or a phone call away. Round-the-clock, 365 days a year! To help us serve you even better, we look forward to your feedback. Your

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suggestions for improvement, brickbats and even an occasional bouquet, will only help us realize our promise! Helpline number in your City.
Click here

for the Airtel Broadband Services

Hot and Happening

Speed on Demand

With our innovative service, you can enjoy a dedicated speed of up to 2 Mbps without having to change your subscription plan. Whats more, you only pay for what you use.

With a view to simplify the process for our customers, we have set up a fully automated online process that delivers bandwidth up gradation as and when required.

Key benefits of Speed on Demand Upgrade to higher bandwidth instantly No need to change your tariff plan Pay only as much as you use

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Entertainment on Airtel

Choose your style. Now even for your homepage.

Unlimited games on demand @ Rs.99 per month. Experience Wiz kid on Airtel..

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Just log-in with your Airtel Broadband ID and unleash great music at great prices.

Airtel brings you a wide range of high-quality and exciting games in alliance with India games. Just login with your Airtel Broadband ID and start playing.

Reach Airtel

Our aim is to help you as quickly and as efficiently as possible at first point of contact. In this section you'll find an opportunity to email us directly, useful telephone numbers, quick links to store locations, payment centers and much more.

Customer Support

23

As an Airtel customer you have the convenience to access our 24-hr customer service number from any part of India, from your Airtel phone. What's more, you can access us from your landline too.

Payment Centres

Choose from a host of convenient payment options only with Airtel. Walk into any Airtel relationship centre and make your payment by cash or credit card. Drop a cheque at any of our conveniently located cheque drop boxes.

Airtel Relationship Centres

Need to get yourself a new Airtel connection, subscribe to any of our value added services and get more information on them, pay your bill or get a new handset? Visit the nearest Airtel Relationship Centre.

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Tariffs

Experience a Broadband life and discover endless possibilities. Download your favourite songs, play exclusive games, send or receive large documents photos as email attachments on a lightning fast, secure & reliable Internet connection. With Airtels high speed Broadband, enjoy superior way to access rich information of internet with enough fun & learning for everyone. To find out the Airtel broadband & internet tariffs available in your city, please select your location from the drop-down. Broadband internet definition as per the TRAI -Always on connection with minimum download speed of 256 kbps.

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Wi-Fi

What is Wi-Fi? Wife is a wireless technology brand by the Wi-Fi Alliance that gives you a host of fantastic advantages ranging from reliability to security. The simple installation procedure gives you access to unsurpassed performance instantly. Common applications for Wife 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. Wireless technology is clearly the future of networking.

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Organisation Structure

As an outcome of a restructuring exercise conducted within the company; a new integrated organizational structure has emerged; with realigned roles, responsibilities and reporting relationships of Bhartis key team players. With effect from March 01, 2006, this unified management structure of 'One Airtel' will enable continued improvement in the delivery of the Groups strategic vision.

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Group Links Of Bharti

Bharti Airtel Bharti Teletech Telecom Seychelles Bharti Telesoft Bharti Del Monte India Bharti Retail Bharti AXA General Insurance Bharti AXA Life Insurance Bharti AXA Investment Managers Bharti Learning Systems Jersey Airtel Guernsey Airtel Bharti Foundation Bharti Realty

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OBJECTIVE OF THE STUDY

PRIMARY OBJECTIVES:-

29

 To identify the market standing of the airtel limited with its competitive telecom companies.

To study and analyze the perception status and the movement of the airtel services along with its competitors.

SECONDARY OBJECTIVES:-

Find out the potential market and also prefer to write for competitive. Find out the potential customers, who can be very beneficial for the company.

To make aware the customer about companys services and to educate them and aware about the different benefits.

To have a healthy conversation with customer to build a good relationship, to find out the problem related with the service of the company.

To motivate the customer towards companys services and to collect the meaningful suggestion for company betterment.

30

 To study the present, past and response of customer towards the services of Airtel.

To study the consumer trends in telecommunication sector.

Understand the needs of different consumer segment.

To Analysis the level of customer satisfaction in Airtel.

Selling of Broadband connections along with Promotional activities.

To Analysis how sales promotional tools help to increase sales and retain customers.

Design a questionnaire for studying the consumer trend in Broadband Connections

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RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

32

MEANING OF RESEARCH:Research in common parlance refers to a search for knowledge. One can also define research as a scientific and

systematic search for pertinent information as a specific topic. In fact research in an are of scientific investigation. Some people consider research as movement, a movement from the known to unknown. Research is a academic activity and as such the term should be used in a technical sense. According to Clifford woody research comprises defining and redefining problems, formulating hypothesis solution, collecting, organizing and evaluating data, making deductions and reaching conclusion, and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.D Slazenger and M Stephenson in the encyclopaedia social sciences define research as the manipulation of things, concept for the purpose of generalizing to extend, correct knowledge.

The systematic approach concerning generalization and the formulation of a theory is also research.

As such the term research refers s to systematic method consisting of enunciating the fact and reaching certain conclusions either in the form of solutions toward the concerned problem for some theoretical formulation. DEFINING THE RESERCH PROBLEM:A Researcher must find the

33

problem and formulate it so that it becomes susceptible to research. Like a medical doctor, a researcher must examine all the symptoms concerning a problem before he can diagnose correctly. I have also defined the research problem i.e. to study consumer trends, behaviour, preferences and of satisfaction in airtel.

RESERCH METHODOLOGY:-

A Research design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. Everyday life human beings have to face many problems viz. social, economic and financial problems. These problems in life call for acceptable and effective solutions and for this purpose, research is required and a methodology applied for the solutions can be found out. Research was carried out at Airtel to find out the customer satisfaction about Airtel Broadband services.

RESERCH OBJECTIVES:-

34

 Find out the potential market and also prefer to write for competitive.

Find out the potential customers, who can be very beneficial for the company.

To make aware the customer about companys services and to educate them and aware about the different benefits.

To have a healthy conversation with customer to build a good relationship, to find out the problem related with the service of the company.

To motivate the customer towards companys services and to collect the meaningful suggestion for company betterment.

To study the present, past and response of customer towards the services of Airtel.

To study the consumer trends in telecommunication sector.

Understand the needs of different consumer segment.

35

 To Analysis the level of customer satisfaction in Airtel.

Selling of Broadband connections along with Promotional activities.

To Analysis how sales promotional tools help to increase sales and retain customers.

Design a questionnaire for studying the consumer trend in Broadband Connections

RESEARCH APPROACH:The research approach for the purpose was secondary research to collect the

36

information on the subject.

RESEARCH INSTRUMENT:I used direct observation, customer data & survey as research instrument.

SOURCES OF DATA:-

RESERCH DATA:Data is the key activity of marketing research. The design of data collecting method is backbone of research design. Data constitute the foundation of statistical analysis and interpretation. Hence the first step in statistical work is to obtain data.

Data can be obtained from two important sources

37

1. Primary Data 2. Secondary Data 1. Primary Data:Primary data was collected through survey method by distributing questionnaires to the Customer of the various verticals and domains. The questionnaires were carefully designed by taking into account the parameters of my study. Primary data can be collected in four ways:-

1. Observation 2. Focus 3. Survey 4. Experiment 2. Secondary Data:Data was collected from books, magazines, web sites, going through the records of the organization, etc. Secondary data is the data that has been collected by an individual or someone else for the purpose of other than those of our particular research study. Or in other words we can say that secondary data is the data used previously for the analysis and the results are undertaken for the next process.

Secondary data can be divided into two types: 1. Internal Data

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2. External Data Sources from which I have taken the secondary data are as under: 1. Direct Observation 2. Airtel Website 3. Books for marketing management 4. Survey and customer data & report

Sampling universe: Finite Research design: Descriptive Research & Selling Sample size: 300 Sampling method: Non-Probabilistic Purposive Sampling Method has been used. Random sampling: Data collection method: Primary data -questionnaire Secondary data Books, Magazines, Web Area covered: Aundh, Baner, and SBI Road,

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Research Work

DATA ANALYSIS RESULT & INTERPRETATION

40

THIS FIGURE SHOWS THE NO OF MALE AND FEMALE IN THE RESPONDENTS

FEMALE 17%

MALE 83%

Observation and finding:

This diagram is showing 17% of female are responded and 83% of male are responded. Its means that 50 female and 250 male are responding in that given areas.

1. Are you using any broadband connection? Response Yes Responded 200 No 100 A) Yes

41

B) No

33% Y ES NO 67%

Observation and finding: The analysis shows that 67% of people are using Broadband services in given areas. Its means 300 out of 200 are using broadband services in those areas. But rest of didnt using any type of connection

42

2. Which Broadband connection are you using? A) Airtel B) Bsnl C) Reliance D) Tata Indicom F) Tata Photon E) Other (Please Specified) --------------------------------Company Results in% Airte l 30 Bsnl 20 Reliance 17.5 Tata Indicom Tata Photon 10 15 Other 7.5

7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 Airtel B nl s R eliance Tata Indicom Tata photon Other

60 35 45 20 30 10

Observation and finding: This diagram is showing that 30% of people are using Airtel broadband services in that given areas. And rest of the using like bsnl, reliance, tata indicom, tata photon and others.

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 That is showing market leader in that market 3. For which purpose are you using? A) Business B) Personal C) Student Responded Results Business 120 Personal 50 Student 30

Bus s ines

P oanl ers

S tudent

60 %

15 %

25 %

Observation and finding:

44

 I have analysis that 60% of people are using internet connection for business purpose. In that these are big retailers and shop keepers those having connection. And 25% of people are using connection for personal purpose. And 15% of people are using for student purpose.

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Q.4.Which prices Plan are you used? A) 500-1000 B) 1000-1500 C) 1500-2000 D) 2000 Above Income Responded in % 500-1000 35% 1000-1500 40% 1500-2000 17.5% 2000-Above 7.5%

8 0 7 0 6 0 5 0 4 0 3 0 2 0 1 0 0

80 70

35 15

500-1000 1000-1500 1500-2000 2000Above

500-1000

1500-2000

Observation and finding: The Survey shows that majority of users are in between the price range of 1000-1500.in 80 people are responded to in that range. But price range was high so that there are very few people are using that type of services. 5. Which factor do you consider while purchasing Any Internet Connection? A) Speed B) Price

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C) Bandwidth D) Service factor Responded in %

Speed 40%

Price 30%

Bandwidth 10%

Services 20%

80 70 60 50 40 30 20 10 0 S peed 20 Bandwidth 60 40 S peed P rice Bandwidth S ervices 80

Observation and finding: In that given area we have found out most of people are consider speed is main factor for internet connections. They consider Speed Very necessary for us. In that 40% people think speed and 30% people think Price is main factor for purchasing connection. And 10 to 20% of people consider Bandwidth and Services are very important.

6. How you came to know the scheme/service that you use?

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A) Word of mouth B) Shops C) Promotion activities D) Internet Services Word of mouth Responded % 12.5%

Shops 52.5%

Promotion activities 15%

Internet 20%

105 120

100

80 40 25 40 30

60

20

0 Word of mouth Shop's Promotion activities Internet

Observation and finding: Most of People are known that Shops is main factor when it comes for services. Because when somebody is required connection so shop keeper tells them. And some of them know that word of mouth and internet also the factor to consider. 7. If Airtel broadband connection, are you satisfied with Airtel Broadband services? A) Yes B) No

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Satisfied Responded in %

Yes 80%

No 20%

50 40 30 20 10 0 Y es N o

48

12
Y es N o

Observation and finding: We have analysis them most of customers are satisfied with our services but some of them are not satisfied with that. Because of some network problem. And some other issue. 80% people are satisfied with Airtel services and 20% of not satisfied with these services.

8. Is your query getting solved by Airtel? A) Yes Problem Responded Yes 54 No 6

49

B) No

10%

Y es No

90%

Observation and finding: Most of people are getting solution from Airtel in that given areas and they are happy being with Airtel because airtels team ready to solve their problem. But 10% of people are not satisfied with Airtel solution providers so they dont want Airtel again. 9. Do you require other broadband connection from Airtel? A) Yes Require Responded Yes 36 No 24

50

B) No

No 40%

Yes 60%

Observation and finding: 60% People think that they need some another Broadband connection price will be less in that plan. Because they need some low prices broadband connection. 40% of people think that they dont need another broadband connection.

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10. How will you rating of Airtel broadband services? A) Very good B) Good C) Average D) Poor Rating Very good Good Average Responded 9 24 21

Poor 6

Poor 10%

Very good 15%

Average 35%

Good 40%

Observation and finding: Most of customers are think Airtel services are good. In that given data 15% of people think they are very good services But 40% of people think the services are good 35% of people are think they are average. Only 10% of people are not satisfied with Airtel services.

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DATA ANALYSIS

MAJOR USP OF AIRTEL

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8% 8% SERVI CE CONNECTIV ITY LOW TARIFF 23% SPEED 61%

Observation and finding:-

I have analysis that maturity of USP in Airtel is basically depending on services. So that they are providing good services for the customer. That why Airtel services are best. Not only services are necessary but connectivity is also important.

AREAS OF IMPROVEMENT IN AIRTEL

54

13% 37 % NETWORK BANDWIDTH BILLING ISD LINES FIXED LINES NONE 18% 13% 6%

13%

Observation and finding:-

There are some areas of improvement in Airtel broadband like network problem, Bandwidth, Billing, Fixedlines, etc. But most of things are good for Airtel so 37% of areas they dont have any type of problem. Overall performance was good in Airtel broadband

connection.

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LIMITATIONS

56

LIMITATIONS

In this project, I have tried to present facts with figures penetrating to my survey skill it has some limitation, which are there in this project need identification.

The sample survey is done on a very small number of people thus the results drawn may be different from the opinion of the universe.

The time of two months is very less for covering all the aspects of the project.

The feedback received from the individuals is according to his perception, limited exposure and personal knowledge level.

Very less time was there for interacting with corporate clients.

Problem in meeting with the concern person without appointment.

The last but not the least is that the database which I gathered from the websites is not so reliable because many times I face a difficulty to find the address of the companies and sometimes the companies change the address and not upgrade in the websites due to which I waste my time as well as money also.

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FINDINGS

FINDINGS

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The data shows that the total sample size of 300 people taken randomly for the research, in that 200 person are using internet connection in that 60 person out of then taken Airtel broadband connection with them. This segment comprise of professions, businessperson, service man & students.

About awareness of Telecom Company in pune the data collected shows that 60% of the people knows about all the telephone companies dealing in pune market, 30% of person knows only few companies, 5% of person knows only one company, 5% are not knowing anyother company.

The

segment

belongs

to

business

like

to

have

Post

paid

connection.Where as students, professional and service persons give their preference to prepaid connection.

When the preferences for Airtel broadband connection were asked, results drawn that 30% of persons prefer to take AirTel because they believe in AirTels better coverage & cheaper rates after Airtel, 10% of people opt TATA indicom services because of its cheaper rate and flexible schemes, then Reliance is only 20% . Airtel is rich in attractive schemes and plans for business persons and persons related to corporate world.

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CONCLUSION

CONCLUSION

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SWOT ANALYSIS OF AIRTEL STRENGTHS 1. Strong Brand Image. 2. Good Network Connectivity. 3. Wide Network Coverage. 4. Attractive Promotional Schemes. 5. Good Value Added Services. 6. Operating In 20 Countries. WEAKNESS

1. Perceived As An Expensive Brand. 2. Absence in the Rural and Interior Areas.

OPPORTUNITY

1. Poor Network Connectivity of Its Competitors. 2. Large Chunk of Dissatisfied Customer. 3. Though Being The 4th Entrant, They Are Oprating At 900 Frequencies. THREATS

1. Strong Visibility of Competitors. 2. Sour Experience With Airtel By Few Can Lead To Bad Word Of Mouth. 3. Continous Improvement in Competitors Services.

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Liberalization of the telecommunications market has entered a new phase: competition already exists (albeit in limited form) in some markets, such as the long-distance market and the market for Internet access via the STN. Other segments, such as the local loop (essentially the high-speed Internet access market), are being opened up. At this stage, it is no longer simply a question of opening up particular markets, but rather, consolidating the play of competition in those markets that have been opened as well as developing competitive new services. This explains the importance of high-speed access technologies for the future of the sector.

To face up to these challenges, regulatory activity is changing. It is constantly adapting to market trends and to economic situations, which are often difficult.

Among its priorities it now counts new economic and social concerns as the information society develops: national coverage is a major issue and Airtel intends to play its part to protect the interests of all consumers.

To this backdrop, a new regulatory organisation is emerging. It must supply regulatory activity with new tools to encourage lasting competition in the telecommunications sector. It must also contribute to the development of a more consistent UP west market that is better able to face up to the challenges of the information society within the context of globalisation. After thorough analysis and interpretation of result obtained I studied overall consumer trends in Airtel Telecommunication Ltd. How people react to its services and schemes. How company attract its customer by adopting

62

effective strategies. In the last the conclusion is drawn through this research that being the biggest and oldest network of mobile telecommunication in Uttar Pradesh West, having good quality of service, taking along a big part of people aware about Airtel, it is subsisting hard. For Airtel connection most of customers are professional and business segment.

Good service is the way to retain clients

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RECOMMENDATION

RECOMMENDATION

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The Study was conducted in to very vast group of respondents and so its reflections and interpretations provide a suggestion platform me as:

1. No charge for SMS advertising 2. Advertising should not be over contend, like Advertisements via e-mail 3. Small jingle and funny massage must be used preferably 4. Approach of Advertising should not be like T.V. Advertising but it must be in SMS Flash or in funny tone.

It these suggestion and limitations will entertained properly the should be very brighter. SMS Advertising world semester, Innovative and creative way of Advertising.

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BIBLIOGRAPHY

BIBLIOGRAPHY

66

www.airtel.in

www.airtelworld.com

www.researchandmarket.com

www.info-shop.com

www.smartmobs.com

www.yahoosearch.com

www.google.com

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ANNEXURE

QUESTIONNAIRE

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I VIPIN MEWARA a final year student of Indira School of career studies in Pune presently pursuing MBA (Marketing). I have prepared the following questionnaire for the completion of my summer project. I promise that all the answer provided by you wont be made public. This questionnaire is purely for educational purpose.

BHARTI AIRTEL LTD.COMPANY PUNE (MAHARASTRA)

Name: ______________________________________________________________ ____

Age: ________ Occupation _____________________________________

Address: ______________________________________________________________ __

Phone No: - ------------------------

QUESTIONNAIRE

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1. Are you using any broadband connection? A) Yes B) No 2. Which Broadband connection are you using? A) Airtel B) Bsnl C) Reliance D) Tata Indicom E) Tata Photon E) Other (Please Specified) ----------------------------------------

3. For which purpose are you using? A) Business B) Personal C) Student

4. Which price plan are you using? A) 500-1000 B) 1000-1500 C) 1500-2000 D) 2000 Above 5. Which factor do you consider while Purchasing Airtel Connection? A) Speed B) Price C) Bandwidth D) Service 6. How you came to know the scheme/service that you use?

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A) Word of mouth B) Shops C) Promotion activities D) Internet 7. If Airtel broadband connection, are you satisfied with Airtel Broadband services? A) Yes B) No 8. Is your query getting solved by Airtel? A) Yes B) No 9. Do you require other broadband connection from Airtel? A) Yes B) No 10. How will you rating of Airtel broadband services? A) Very good B) Good C) Average D) Poor

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THANKS

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