A

Dissertation
On
Reasons for Customers Switching from Airtel to Other
Service Providers
Submitted in Partial fulfillment for the
Award of degree of
Master of Business Administration

Supervised by:-

Submitted by:-

Mrs. Neetu Mathur

Priya Sarda
M.com IVth semester

DEPARTMENT OF BUSINESS ADMINISTRATION

UNIVERSITY OF RAJASTHAN,
JAIPUR

DECLARATION BY CANDIDATE
I am submitting the dissertation work on the subject Customers

switching from

Airtel to other service providers

Written by me in respect of M.com

IVth semester examination 2015- 2016. This is my original work and not submitted
anywhere so far.

Date.

(Signature of the candidate)

Priya Sarda
Department of B.A.D.M
IVth Semester

PREFACE
I know that the project is for the development and enhancement of the
knowledge in this particular field .it can never be possible to make a mark in
todays competitive era only with theoretical knowledge when industries are
developing at global level, practical knowledge of administration and
management of business is very importance. Hence, practical study is of
great importance to M.COM student.
With a view to expand the boundaries of thinking, I have undergone project
at customers shifting from airtel to other services.
The project is based on research methodology that I have used i.e. theory of
training, data collection its analysis and interpretation .in end, I have made
certain recommendation based upon the findings and analysis during the
course of my research.
I have made deliberate effort to collect the required information and fulfill
project objective.

Priya Sarda
Department of B.A.D.M
IVth semester

ACKNOWLWDGEMENT

I hereby take this opportunity to express my sincere gratitude to the

following eminent personalities whose aid and advice helped me to complete
this project work successfully without any difficulty. I wish to express my
heartfelt gratitude to the following individuals who have played a crucial
role in the research for this project. Without their active cooperation the
preparation of this project could not have been completed within the
specified time limit.
The first person I would like to acknowledge is my guide Mrs. NEETU
MATHUR who supported me throughout this project with utmost
cooperation and patience. I am very much thankful to them for sparing their
precious time for me and for helping me in doing this project.
I am also thankful to Kanoria PG Mahila Mahavidyalaya College for
providing various facilities, which are proved as valuable input resources for
preparation of this project.
I am also obliged by my respondents whose co-operation has contributed
major part in this project

PRIYA SARDA
Department of B.A.D.M
IVth semester

INDEX
s.no

PARTICULARS

PG.NO

1.

Section-1

2.

3.

5.

23-44

Company profile

Section-3

4.

Introduction

Section-2

6-22

45-48

Project methodology

Section-4

Analyzing and interpretation

Recommendation

suggestions

conclusion

49-72

73-76
77-78

Section-5

Questionnaire

79-80

Bibliography

81-85

CHAPTER-1
INTRODUCTION OF
TELECOM INDUSTRY

TELECOMMUNICATION
SECTOR IN INDIA

INTRODUCTION TO TELE COMMUNICATION SECTOR

Telecommunication sector is a vital importance in economic development, is
witnessing phenomenal technological progress. The sea change in economic policies of
India is transforming Indian economy from a command and control to a liberalized and
globalized market economy.
The changing economic policy is having its impact on the telecom sector too. In
pursuance of the Government's commitment to liberalization, the FDI ceiling in the

telecom sector was enhanced from 49 percent to 74 percent in certain areas.

Chairman of Telecom Dispute Settlement and Appellate Tribunal (TDSAT) Justice (Retd)
N Santosh Hegde said while India had eight million phones in 1995 and with tele density
of mere 0.8 per cent, the figure rose to 141 million (93 million cellular and 48 million
landline) phones and tele density to 12 per cent last year. The industry was expected to
increase its subscriber base to 350 million by the end of 2012.With 141 million gross
subscriber base the telecom service industry is growing at the rate of 30 per cent annually
and its contribution to the country's Gross Domestic Product (GDP) is one per cent, The
telecom service industry with a turnover of Rs 90,000 crores during last one year
expected its contribution to GDP to rise by another one per cent over the next three years,
The government aims to connect 41,000 villages by March 2007 and extend mobile
coverage to at least 85 per cent of the country.

Indian telecommunications sector is the second largest wireless network in the

world after China. According to the Department of Telecommunications Annual Report
2010-11, Indian telecom network has 787.29 million connections as on 31st December
2010 with 752.20 million wireless connections.
Wireless telephones are increasing at a faster rate. The share of wireless telephones as on
31st December 2010 was 95.54% of the total phones.
The telecommunications sector is growing at a very fast pace in India. The share of
private sector in total telecom was 84.60% in 2010, as against a mere 5% in 1999, based
on Department of Telecom statistics. Overall tele-density has reached 66.17% in Dec
2010, which was merely 7.02% in March 2004. Urban tele-density is about 148%,
whereas rural tele-density is at 31.22% which is also steadily increasing.
Broadband connections totaled to 12 million by the month of November, 2013.
The telecom sector is also the second highest FDI attracting sectors in India, attracting
8.53% of the total FDI inflows into India during Apr 2000 to July 2011. The amount of
FDI attracted by telecommunications sector during this period was US$ 12.3 billion,
according to DIPP (Department of Industrial Policy & Promotion) statistics.

Present Status of the Telecommunication Sector (As on December 31, 2013)

 Indian telecom network is second largest in the world after China.

The country has 895.51 million telephone connections, including 864.72 million
wireless telephone connections.
Overall tele-density in the country is 73.34%.
Urban tele-density is 149.55%, whereas rural tele-density is 39.90%.
The share of wireless telephones in total telephones is 96.56%.
The share of private sector in total telephones is 85.51%.
Number of Broadband connections is 14.98 million.
To increase the connectivity government has put the telecom sector into priority
sector list after liberalization policy. Government encouraged private participation in
telecom sector along with BSNL, VSNL ,HTML, etc.to provide better service to the
consumers. Due to this many private players including MNCs like AT &T, Hutchison,
British telecom Motorola, Telstra etc, and big Industrial houses like, Reliance, Tata have
entered this field as the consumers are unsatisfied with the DoT services the scope for the
private players increased.
India has the sixth largest Network in the world. Telecommunication has helped in
developing India a leading Nation in the world.

Main players of the Telecommunication Industry

The competition various across the segments but the current players include the
state owned operators as well as private operators.

In the public sector main players are:

Bharat Sanchar Nigam Limited. (BSNL)
Mahanagar Telephone Nigam Limited (MTNL)

In private sectors the main players are:

Spice telecom
Tata Indicom Limited
Reliance Telecom Limited
Bharti Teleservices Limited.
Vodafone Essar
Idea.
Mts

Chronological Overview
Year
1851
1943
1985
1986
1991

Events
First Telephones in India
Nationalization of Telephone companies
Dot was created
Creation of MTNL &VSNL
Telecom equipped liberalized

1994

1995
1996
1998
1999

Licenses for paging

Telecom policy announced
Guidelines for private sector participation in basic services
Cellular licenses issued for metros
Tenders for 2nd operator in basic services apart form Dot on circle
basis
VSNL launches internet services
TRAI formed
Internet policy announced
New telecom policy announced
Telecom has become the new buzzword and the reforms measures announced by

the government are no less than a big bang for the growth of Indias technology sector.

BSNL

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is
now Indias leading telecommunications company and the largest public sector
undertaking. It has a network of over 45 million lines covering 5000 towns with over 35
million telephone connections.
The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile, Internet
and long distance services throughout India (except Delhi and Mumbai). BSNL will be
expanding the network in line with the Tenth Five-Year Plan (1992-97).
The aim is to provide a telephone density of 9.9 per hundred by March 2007. BSNL,
which became the third operator of GSM mobile services in most circles, is now planning
to overtake Bharti to become the largest GSM operator in the country.
BSNL is also the largest operator in the Internet market, with a share of 21 per cent of the
entire subscriber base.

MTNL

MTNL was set up on 1st April 1986 by the Government of India to upgrade the
quality of telecom services, expand the telecom network, introduce new services and to
raise revenue for telecom development needs of Indias key metros Delhi, the political
capital, and Mumbai, the business capital. In the past 17 years, the company has taken

rapid strides to emerge as Indias leading and one of Asias largest telecom operating
companies.
The company has also been in the forefront of 5 technology induction by converting
100% of its telephone exchange network into the state-of-the-art digital mode. The Govt.
of India currently holds 56.25% stake in the company.
In the year 2003-04, the company's focus would be not only consolidating the gains but
also to focus on new areas of enterprise such as joint ventures for projects outside India,
entering into national long distance operation, widening the cellular and CDMA-based
WLL customer base, setting up internet and allied services on an all India basis.
MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market
for fixed wireline phones is stagnating, MTNL faces intense competition from the private
playersBharti, Hutchison and Idea Cellular, Reliance Infocomm in mobile services.
MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a decline of
5.8 per cent over the previous years annual turnover of Rs. 63.92 billion.
RELIANCE INFOCOMM

Reliance is a $16 billion integrated oil exploration to refinery to power and

textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an
integrated telecom service provider with licenses for mobile, fixed, domestic long
distance and international services. Reliance Infocomm offers a complete range of
telecom services, covering mobile and fixed line telephony including broadband, national
and international long distance services, data services and a wide range of value added

services and applications. Reliance IndiaMobile, the first of Infocomm's initiatives was
launched on December 28, 2002. This marked the beginning of Reliance's vision of
ushering in a digital revolution in India by becoming a major catalyst in improving
quality of life and changing the face of India. Reliance Infocomm plans to extend its
efforts beyond the traditional value chain to develop and deploy telecom solutions for
India's farmers, businesses, hospitals, government and public sector organizations. Until
recently, Reliance was permitted to provide only limited mobility services through its
basic services license. However, it has now acquired a unified access license for 18
circles that permits it to provide the full range of mobile services. It has rolled out its
CDMA mobile network and enrolled more than 6 million subscribers in one year to
become the countrys largest mobile operator. It now wants to increase its market share
and has recently launched pre-paid services. Having captured the voice market, it intends
to attack the broadband market.

TATA TELE SERVICES

Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies,
over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices
provides basic (fixed line services), using CDMA technology in six circles: Maharashtra
(including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka. It
has over 800,000 subscribers. It has now migrated to unified access licenses, by paying a

Rs. 5.45 billion ($120 million) fee, which enables it to provide fully mobile services as
well.
The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90 million)
to DoT for 11 new licenses under the IUC (interconnect usage charges) regime. The new
licenses, coupled with the six circles in which it already operates, virtually gives the
CDMA mobile operator a national footprint that is almost on par with BSNL and
Reliance Infocomm.
The company hopes to start off services in these11 new circles by August 2004. These
circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab,
Rajasthan, Uttar Pradesh (East) & West and West Bengal.

VSNL
On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly
Government owned corporation - was born as successor to OCS. The company operates a
network of earth stations, switches, submarine cable systems, and value added service
nodes to provide a range of basic and value added services and has a dedicated work
force of about 2000 employees. VSNL's main gateway centers are located at Mumbai,
New Delhi, Kolkata and Chennai.
The international telecommunication circuits are derived via Intelsat and Inmarsat
satellites and wide band submarine cable systems e.g. FLAG, SEA-ME-WE-2 and SEAME-WE-3.
The company's ADRs are listed on the New York Stock Exchange and its shares
are listed on major Stock Exchanges in India. The Indian Government owns
approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of
Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs,
Foreign Banks) is approximately 13 per cent and the rest is owned by Indian institutions
and the public.

The company provides international and Internet services as well as a host of valueadded services. Its revenues have declined from Rs. 70.89 billion ($1.62 billion) in 200102 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues being the mainstay.
To reverse the falling revenue trend, VSNL has also started offering domestic long
distance services and is launching broadband services. For this, the company is investing
in Tata Telservices and is likely to acquire Tata Broadband.

VODAFONE

Vodafone Group Plc is the world's leading mobile telecommunications company,

with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the
United States through the Company's subsidiary undertakings, joint ventures, associated
undertakings and investments.
The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the United
States the Group's associated undertaking operates as Verizon Wireless. During the last
two financial years, the Group has also entered into arrangements with network operators
in countries where the Group does not hold an equity stake.

Under the terms of these Partner Network Agreements, the Group and its partner
networks co-operate in the development and marketing of global services under dual
brand logos.
At 31 December 2006, based on the registered customers of mobile telecommunications
ventures in which it had ownership interests at that date, the Group had 198.6 million
customers, excluding paging customers, calculated on a proportionate basis in accordance
with the Company's percentage interest in these ventures.

IDEA

Indian regional operator IDEA Cellular Ltd. has a new ownership structure and
grand designs to become a national player, but in doing so is likely to become a thorn in
the side of Reliance Communications Ltd. IDEA operates in eight telecom circles, or
regions, in Western India, and has received additional GSM licenses to expand its
network into three circles in Eastern India -- the first phase of a major expansion plan that
it intends to fund through an IPO, according to parent company Aditya Birla Group
MTS

Sistema Shyam TeleServices Limited (SSTL), also known as Mobile TeleSystems and
commonly referred to by the abbreviation MTS, is the Indian subdivision of Russian
Mobile TeleSystems telecommunication company headquartered in New Delhi, India. It
provides wireless voice, broadband Internet, messaging and data services in India. MTS
India is a subsidiary of Russian conglomerate Sistema and operates across India with
over 16 million customers as on 2012.

MAJOR MARKET TRENDS

The telecoms trends in India will have a great impact on everything from the
humble PC, internet, broadband (both wireless and fixed), cable, handset features, talking
SMS, IPTV, soft switches, and managed services to the local manufacturing and supply
chain.
This report discusses key trends in the Indian telecom industry, their drivers and the
major impacts of such trends affecting mobile operators, infrastructure and handset
vendors.
Higher acceptance for wireless services
Indian customers are embracing mobile technology in a big way (an average of
four million subscribers added every month for the past six months itself). They prefer
wireless services compared to wire-line services, which is evident from the fact that while
the wireless subscriber base has increased at 75 percent CAGR , the wire-line subscriber
base growth rate is negligible during the same period.

In fact, many customers are returning their wire-line phones to their service providers as
mobile provides a more attractive and competitive solution. The main drivers for this
trend are quick service delivery for mobile connections, affordable pricing plans in the
form of pre-paid cards and increased purchasing power among the 18 to 40 years age
group as well as sizeable middle class a prime market for this service.
Some of the positive impacts of this trend are as follows. According to a study, 18 percent
of mobile users are willing to change their handsets every year to newer models with
more features, which is good news for the handset vendors. The other impact is that while
the operators have only limited options to generate additional revenues through valueadded services from wire-line services, the mobile operators have numerous options to
generate non-voice revenues from their customers.
Some examples of value-added services are ring tones download, coloured ring
back tones, talking SMS, mobisodes (a brief video programme episode designed for
mobile phone viewing) etc. Moreover, there exists great opportunity for content
developers to develop applications suitable for mobile users like mobile gaming, location
based services etc. On the negative side, there is an increased threat of virus spread
through mobile data connections and Bluetooth technology in mobile phones, making
them unusable at times. This is good news for anti-virus solution providers, who will gain
from this trend.

MERGERS
Demand for new spectrum as the industry grows and the fact the spectrum
allocation in done on the basis of number of subscribers will force companies to merge so
as to claim large number of subscribers to gain more spectrum as a precursor to the
launch of larger and expanded services. However it must also be noted that this may very
well never happen on account of low telecom penetration.

National Long Distance Services

Indias national long distance market is estimated to be Rs.138 billion in
revenue, representing more than 30% of the total telecom services market. The market
has two segments: intra-circle (within the same state/ circle) and inter-circle (from one

state/ circle to another, including from cellular to fixed lines). Inter-circle revenues are
estimated to be Rs.57 billion (from 6.7 billion minutes), intra-circle revenues-Rs 48
billion (from 20 billion minutes), and Rs. 3 billion from cellular calls. The national long
distance market is expected to be Rs.240 billion by 2007 and Rs 500 billion by 2011,
according to TRAI estimates. Of this, the inter-circle market is expected to grow to
Rs.170 billion by 20010. After remaining a monopoly of the Department of Telecom,
National Long Distance (NLD) services were opened to the private sector in August
2000. NLD licenses govern only inter-circle connectivity, but operators may provide
services in the short distance calling areas (SDCAs) through agreements with the basic
service providers in those areas. The NLD network consists of 322 long distance charging
areas (LDCAs) and licensees must roll out services in at least 15%of these within 2 years,
and cover all areas within 8 years. NLD operators may also enter basic circles by paying
an entry fee, thereby providing the full range of services. The National Long Distance
Operations (NLDO) policy also allowed private Infrastructure Providers to set up
telecommunications infrastructure for captive as well as third party use.
Growth in the long distance market will emerge from the following factors:
Voice tariff is expected to reduce by 20% annually, while traffic shall increase
25%.
Data, which has only 5% of traffic currently, will increase its share to 65% in
2007
Data transmission costs will come down significantly with economies of
networking.
As of now, only two private operators Bharti and Reliance- have obtained NLD
licenses, and are investing more than Rs 300 billion in national fiber optic backbones.
Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabitfiber network, spanning 115 cities having 85% of Indias telecom revenue. BSNL already
has 123600 km going to 238000 by 2005. Data transmission costs will come down
significantly once network is in place, with economies of networking. Annually 20%
tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.

National Long Distance Market

As of now, only two private operators Bharti and Reliance- have obtained NLD
licenses, and are investing more than Rs 300 billion in national fiber optic backbones.
Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabitfiber network, spanning 115 cities having 85% of Indias telecom revenue. BSNL already
has 123600 km going to 238000 by 2005. Data transmission costs will come down
significantly once network is in place, with economies of networking. Annually 20%
tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.
International Long Distance Services
Data transmission costs will come down significantly once network is in place,
with economies of networking. Annually 20% tariff fall expected while traffic increase
25%. Voice tariff reduce by 70% . Rs 69 billion in revenue, in the year ending ,
international traffic has been growing 16% in volume; though revenues have stagnated.
International Long distance Market

S.N. Name of the Licensees

Licence
Signed on

1
2
3

25.02.02.
14.03.02
27.03.02

4
5
6
7
8
9
10
11
12
13
14.
15.
16.
17.
18.

M/s Reliance Communications Limited

M/s Bharti Airtel Limited
M/s Data Access(India) Limited
(Licence under
suspension)
M/s Bharat Sanchar Nigam Ltd
M/s Videsh Sanchar Nigam Ltd. (Effective from
01.04.02)
M/s i2i Enterprises Ltd. (BT Global Communications
India Pvt. Ltd.)
M/s AT&T Global Network Services India Pvt. Ltd.
M/s Vodafone Essar South Ltd.
M/s Sify Communications Ltd.
M/s Dishnet Wireless ltd.
M/s BT Telecom India Pvt. Ltd.
M/s Tulip IT Services Ltd.
M/s Spice Communications Ltd.
M/s Verizon Communications India Private Limited
M/s Cable & Wireless Networks India Private Limited
M/s P3 Technologies Private Limited
M/s Mahanagar Telephone Nigam Limited
M/s Equant Network Services India Private Limited

29.01.03
05.02.04
11.07.06
09.10.06
13.11.06
21.11.06
13.12.06
20.02.07
06.07.07
08.08.07
03.01.08
15.02.2008
28.02.2008
18.06.2008
20.06.2008

19.

M/s Swan Connect Communications Private 12.08.2008

Limited

20.
21

M/s Citicom Networks Private Limited

22.
23.
24.

M/s SingTel Global (India) Private Limited

M/s Datacom Solutions Private Limited

M/s Swan Telecom Private Limited (M/s Etisalat

DB Telecom Privated Limited)

M/s Unitech Long

Services Limited
Source: VSNL Annual Report

Distance

Communication

COMPANY
PROFILE

03.10.2008
06.10.2008
05.03.2009
18.03.2009
28.04.2009

INTRODUCTION OF THE COMPANY

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 Long Distance Services in India. As of
December 31, 2003, Bharti had approximately 6.07 million total customers nearly 5.5
million mobile and 569,000 fixed line customers.
VISION:
To be globally admired for telecom services that delight customers.
most admired brand in India- By 2013
o Loved by more customers
o Targeted by top talent
o Benchmarked by more business
MISSION:

Airtel Company will meet global standards for telecom services that delight customers
through:
Customer Service Focus
Empowered Employees
Innovative Services
Cost Efficiency
OBJECTIVE OF THE COMPANY:
To capitalize on the growth opportunities that the Company believes are
available in the Indian telecommunications market and consolidate its position to be the
leading integrated telecommunications services provider in key markets in India, with a
focus on providing mobile services.

COMPANY PROFILE
Corporate Structure
BHARTI ENTERPRISES

BHARTI TELEVENTURES

BHARTI TELETECH
BHARTI INFOTRAC

MOBILITY LEADERS

BHARTI GLOBAL

INFOTEL LEADERS

CELLULAR SERVICES

LONG DISTANCE
BHARTI HEALTHCARE

FIXED LINE

BROADBAND

BHARTI FOUNDATION

Bharti TeleVentures Ltd

Bharti Enterprises has been at the forefront of technology and has revolutionized
telecommunications 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 and first private sector service
provider to launch National Long Distance Services in India. As of December 31 st 2003,
Bharti had approximately 6.07 million total customers nearly 5.5 million mobile and
569,000 fixed line customers.
Its services sector businesses include Mobile operations in Andhra Pradesh, Chennai,
Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkatta, Madhya
Pradesh, Maharashtra, Mumbai, Punjab, Tamil Nadu and Uttar Pradesh (West) circle. In

addition, it also has a fixed-line operation in the states of Madhya Pradesh, Chattisgarh,
Haryana, Delhi, Karnataka and TamilNadu and Nationwide broadband and long distance
networks.
Bharti Enterprises also manufactures and 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. Bharti TeleVentures through its
subsidiaries offers fixed line, long distance and broadband services. These services are
offered under the Infotel Group. The Infotel group was created in 2002 in order to
develop operational synergies between these businesses.The company intends to merge
all the Infotel Group businesses that are currently offered by separate companies into one
single company Bharti Infotel Limited. This integration will allow greater synergy in
the infrastructure and Sales and Solutions thereby enabling better customer service
delivery. Bharti Airtel Limited is a leading global telecommunications company with
operations in 20 countries across Asia and Africa. Headquartered in New Delhi, India, the
company ranks amongst the top 4 mobile service providers globally in terms of
subscribers. In India, the company's product offerings include 2G, 3G and 4G wireless
services, mobile commerce, fixed line services, high speed DSL broadband, IPTV, DTH,
enterprise services including national & international long distance services to carriers. In
the rest of the geographies, it offers 2G, 3G wireless services and mobile commerce.
Bharti Airtel had nearly 287 million customers across its operations at the end of Dec
2013
Bharti Infotel Limited will have 3 Strategic Business Units namely:
1. Fixed Line
2. Long Distance Division
3. Group Data and Broadband
FixedLine:
This Strategic Business Unit focuses on Voice and also on Last mile access for data
business and retail Internet business e.g. DSL, Dial up etc. The emphasis will be on
completing the link and servicing the customers in the circles. Bharti Tele-Ventures
became the first private fixed-line service provider in India, when the Company launched

its fixed-line services in June 1998 in the city of Indore, in the Madhya Pradesh circle.
The Companys fixed-line services are promoted under the Touchtel brand.
The Company has completed the construction of a 3,648-kilometer fiber optic
backbone linking 29 cities in Madhya Pradesh and Chattisgarh. Recently, the
Government opened the fixed-line industry to unlimited competition the Company
subsequently has started providing fixed-line services in the four circles of Delhi,
Haryana, Karnataka and Tamil Nadu.
Long Distance Division:
Bharti TeleVentures classifies its long distance business into the following categories:
National long distance, which comprises:
Setting up infrastructure for carrying long distance traffic
Carrying voice and data traffic within the country
International long distance, which comprises:
Setting up a landing station to connect to international submarine cable systems
developed by other infrastructure providers to facilitate transmission of
international data traffic
Providing international long distance services to carry voice and data traffic
Bharti TeleVentures has entered into a license with the DOT to provide national
long distance voice and data services across India and is deploying an advanced fiber
optic network across India to provide such services to corporate and residential
customers. Bharti Tele-Ventures has launched its national long distance services for data
transmission services and for voice transmission services under the brand name India
One.The Company has constructed a submarine cable landing station at Chennai, which
connects the submarine cable system being deployed by its affiliate to the other
submarine cable systems in order to provide access to international bandwidth.
On July 19, 2002 the Company launched Indias first private international long distance
service.

Bharti Tele-Ventures believes that the Companys presence in key Indian mobile and
fixed-line markets will complement its long distance business, enabling the Company to
provide end-to-end telecommunications services to its key customers.
Group Data & Broadband Division:
Bharti Tele-Ventures through its subsidiaries offers customized business solutions.
This SBU, which offers Group data and broadband services, enables us to get sharply
focused on the emerging data market. The unit leverages the infrastructure of the entire
Bharti Group including the infrastructure of Mobility to service its customers by creating
and selling customized business solutions. The Sales and Marketing departments of Long
Distance business (except Carrier Sales and ILD teams) works with the Group Data and
Broadband Business as with the data business teams in Fixed Line Circles.
The Company believes that its strong presence in the Indian telecommunications market,
the depth and quality of the telecommunications services that the Company currently
offers and also the Companys extensive knowledge of customer preferences enhances
the Companys competitive position to provide such value added services.
Bharti TeleVentures strategic objective for its data & broadband division is to
become a leading provider of secure, reliable and customized end-to-end network
solutions for data communication, especially to corporate customers.

PRODUCTS
Postpaid connection
Prepaid connection
Calling cards
Handy phones
Airtel PCO

 DTH boxes
POST PAID CONNECTION
Want to go Airtel and stay connected anytime, anywhere? Just visit a Airtel outlet
in your neighborhood and choose from a range of affordable Postpaid or Prepaid
connections.
PREPAID
As per new government regulations, all prepaid customers must provide the
following documents along with the Enrollment form: Get your new Airtel Prepaid
connection at just Rs 99 and speak at the most attractive rates. What's more, you can topup your plan with some exciting offers Choose from unlimited validity, calls offer and
free SMS.
WORLDWIDE CALLING CARDS
Now you can call anywhere in the world and save up to 30%. So you will no
longer need to worry about heavy STD / ISD bills or security deposits. Moreover, you'll
also be able to call STD / ISD directly from your Airtel phone, with complete control
over long distance usage. World Calling Cards are prepaid cards that allow you to make
STD / ISD calls from your Airtel phone.
By using the World Calling Card to make long distance calls, you pay up to 30%
lower rates than regular landlines or postpaid / prepaid calls.What's more, with World
Calling Cards, you can keep a tab on your long distance usage, and no longer need to
worry about surprisingly heavy ISD or STD bills.
HOME CALLING CARDS
Now you can call anywhere in the world from across 95 countries and save up to
90%. So you will no longer need to worry about heavy international roaming bills.
Home Calling Cards are prepaid cards that allow you to make calls from landlines, PCOs
& mobiles from across 95 countries. By using Home Calling Card to make long distance
calls, you pay up to 90% lower rates than international roaming charges.

CUSTOMER SUPPORT
Our customer care personnel are available 24 X 7 to support you for call
completion requests, dialing instructions, country/city codes information, access number
information, unit balance and card expiration date.
AIRTEL SHOPS
Whether you're looking for a new Airtel connection, or a fresh handset, you'll find
it here. You can also subscribe to any of our value added services or get more information
on them. Pay your bills, get your queries answered, and lots more. Airtel Shops are
located at very convenient locations around the country. Select your region to find one
near you.
MOBILE AIRTEL SHOPS
Airtel Shops are going on the move, to bring our services closer to you and to
provide faster online service, right at your doorstep. You can visit a Mobile Airtel Shop
near you. Mobile Airtel Shops are currently only available in Mumbai, Gujarat,Chennai,
Karnataka, Kolkata, Andhra Pradesh, Delhi, Haryana and Maharashtra & Goa (except
Mumbai).
AIRTEL TELESHOPS
Did you know that a range of Airtel services are available in your very own
neighbourhood? Just walk into a Airtel Teleshop, just round the corner, for anything you
need. At a Airtel Teleshops you can buy a new postpaid or prepaid card, pay your bills,
reactivate your connection, and much more. So the next time you need some assistance,
be sure to head for the Airtel Teleshop. Select your region to find one near you.
AIRTEL @ YOUR DOORSTEP
You don't need to step out of your home or office. Airtel will come to your
doorstep

SERVICES

NEWS
Keep yourself updated on the latest from around the globe, directly through your
Airtel phone.Stay in the loop, even on the move. Get the latest news directly on
your Airtel phone. Know more Stocks, Bullion or Forex, keep up with the fast
changing world of finance. Know more Contests, offers, updates and much more.
All LIVE on your Airtel phone. Know more Astrology, Cricket, and News &
Stock.
ASTROLOGY
What do the stars have in store for you? Find out on your Airtel phone.
ENTERTAINMENT
Plan your free evenings better, with the latest entertainment information from
Airtel. Plus jokes, quizzes, music and much more.

MOVIES
Get movie reviews, theatre details and more, just by pressing a few buttons.

MUSIC
From the latest music videos to Mobile Karaoke you can get it all.

JOKES
Get your daily dose of humour on your Airtel phone.
DATING
The easiest way to find yourself a date.
GAMES
Get set to challenge yourself with over 400 games on Planet Airtel.
TELEVISION
Get the latest TV listings directly on your Airtel phone.
CONTESTS
Play some fun SMS based contests and win loads of prizes! Only on Airtel Play
SPORTS
Get your adrenalines rushing, with the best from the world of sports, sent directly
to your Airtel phone?
CRICKET
Indulge your cricket mania by constantly staying updated, no matter where you
are.
GRAND PRIX UPDATES
Get the latest from the tracks, right on your Airtel phone.

STOCKS, FOREX & BULLION

Keep up with the changing world of finance.

ATMS
Get the location of all the ATMs in your city, so you never run out of money.
MOBILE BANKING
Just switch on your Airtel phone for all your banking needs.
COMMODITY PRICES / MANDI RATES
Keep up to date with the latest rates of all commodities in your city.
TRAVEL
Book tickets, check schedules, and fix fares. All without needing anything more
than your Airtel phone.

TRAIN SCHEDULES
Check availability, and keep an eye on your reservation, all through your Airtel
phone.
RAILWAY BOOKINGS
Don't waste time standing in queues. Book your train tickets the easy way.
FLIGHT BOOKINGS
Pick your flight and get the best deals on air tickets through SMS.
TAXI FARES
Don't be at the mercy of cab-drivers. Find out how much your ride should cost
you from your Airtel
RING TONES, DOWNLOADS

 Sing along with your Airtel phone, or play requests for friends who call. The
choices are almost unlimited with tunes & download from Airtel.
CALLER TUNES
Play your friends their favourite songs every time they call. Set caller tunes
profiles as well.
BUSY CALLERTUNES
Let your callers know when you're unable to take their calls.
SMS TONES
Ring in every message you get with a tune of your choice.

RINGTONES
Listen to your all-time favourite tune, or the latest chartbuster, with every call.
And feel free to join the Tone Club too.
FUN CARDS
The easiest way to get your favourite ringtones and caller tunes, at a shop near
you.
LOGOS & PICTURE MESSAGES
Spruce up your Airtel phone with your favourite logos and picture messages.
THEMES, WALLPAPERS & MORE
Log on to PlanetAirtel to download exciting stuff on your Airtel GPRS phone.

BHARTIS MILESTONES:
2014

Airtel and Loop Mobile announce agreement to create Mumbais largest mobile
network

Airtel crosses 200 million mobile customer mark in India

2013

Bharti Airtel hives of Data Centre and Managed Services (DCMS) business to
create a wholly-owned subsidiary Nxtra Data Limited

Airtel acquires Warids Uganda Operations

Bharti Airtel announces long-term strategic investment from Qatar Foundation

Endowment

Airtel acquires Warids Congo Brazzaville Operations

2012

Airtel launches mobile services in Rwanda

Airtel crosses 50 million customers mark in Africa

Bharti Airtel becomes the fourth largest mobile operator in the world

Bharti Airtel crosses 200 million customer (mobile, fixed line & DTH) milestone
in India

Bharti and Qualcomm announce partnership for 4G

Airtel launches Indias first 4G service in Kolkata

2011

Airtel launches 3G launch services in Bangalore

2010

Bharti Airtel unveils new youthful and dynamic global identity airtel

Bharti Airtel acquires 70% stake in Warid Telecom, Bangladesh.

Bharti Airtel acquires the mobile operations of Zain in 15 African countries.

Becomes the fifth largest mobile operator in the world.

2009

Bharti Airtel launches its services in Sri Lanka (2G/3G network).

Bharti Foundation sets up Bharti Centre for Communication in partnership with

Indian Institute of Technology, Mumbai.

Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtels pan-India

Broadband and Telephone services.

Bharti Walmart launches first Cash & Carry Store under Best Price Modern
Wholesale brand.

Bharti Telesoft renamed Comviva.

Bharti Airtel launches iPTV service; Digital TV interactive.

Bharti Airtel crosses the 100 million telecom customers mark.

2008

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

Bharti crosses 60 million telecom customers landmark.

Bharti launches services in Guernsey, Channel Islands.

Bharti joins hands with Idea and Vodafone to form Indus Towers an independent
tower infrastructure company.

Eight leading international leading PE funds pick up stake worth $1.25 billion in
Bharti Infratel Bhartis tower infrastructure company.

2007

Bharti becomes the fastest private telecom company in the world to cross the 50
million mark. Enters the league of top 5 mobile companies in the world.

Bharti launches Mobile Money Transfer pilot project in India in partnership with
GSMA.

Bharti outlines strategic roadmap for its Retail venture. Commits investment of up
to US $ 2 to 2.5 billion by 2015.

Bharti and Wal-Mart Stores, Inc. form a joint venture Bharti Wal-Mart Private
Limited, for wholesale cash-and-carry and back-end supply chain management
operations in India.

Bharti brings in Del Monte as a strategic partner in FieldFresh to enhance focus in

the processed food segment.

Bharti makes its European debut. Launches mobile services in Jersey, Channel
Islands.

Bharti Teletech manufactures its 20 millionth telephone.

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

India.

Jersey Airtel launches services, brings a range Of innovative products and

services to customers in Jersey under Airtel-Vodafone brand.

Sunil Bharti Mittal chosen for Padma Bhushan, one of Indias highest civilian
honours.

Bharti and Axa form joint ventures to launch General Insurance and Asset
Management services in India.

Bharti wins licence to offer mobile services in Sri Lanka.

Bharti Telesoft acquires Jatayu Software.

2006

Bharti becomes the first Indian telecom operator to launch 3G services, starts 3G
operations in Seychelles.

Bharti wins mobile service provider licence in Jersey and Guernsey, Channel
Islands, Europe.

Bharti Axa Life Insurance launches national operations.

Bharti and its Associates commit a corpus of Rs 200 crores to Bharti Foundation
to provide education to underprivileged children in villages across India.

Bharti Televentures rechristened as Bharti Airtel.

2005
At no three position in economic times 500 list, June 2005 top companies in India
Silver trophy at the confederation of Indian industry National six sigma award
World communications Best Brand of the Year award by London based E-map
communication group.

 Telecom Asia awards 2005 one of the most prestigious awards in the telecom
sector
Sunil Bharti Mittal gets the Best Asian Telecom CEO award 2005
2004
Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with
infotech major IBM, estimated to be in the range of $700-750 million for a tenyear period.
Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEAME-WE-4) consortium along with 15 other global telecom operators.
India's leading cellular company Bharti Tele-Ventures has bagged the "Asian
Mobile News operator of the year" award in India and the subcontinent
2003
Company accorded its approval for amalgamation of its subsidiary companies viz:
Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and
Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be
renamed as "Bharti Infotel Ltd".
Bharti Group's cellular brand Airtel has unveiled free multimedia messaging
services (MMS) for its customers. The company has also rolled out pan-India
GPRS (General Packet Radio Services) for its corporate subscribers

Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its

stake to 100% in Bharti Mobile

2002
Bharti listed on National Stock Exchange, Bombay Stock Exchange and Delhi
Stock Exchange on February 18, 2002.
First Private Fixed Line Service, 'Touchtel' launched in Delhi, the capital of India
on 4th March, 2002.
Received letter of Intent from Government of India to provide international voice
services

 Touchtel launched in Karnataka and Tamil Nadu.

2001
Entered into a Joint Venture with Singapore Telecom, for Submarine Cable project
between India and Singapore Entered into a Joint Venture with Singapore
Telecom for National Long Distance Operations
Acquired 100% stake in Kolkata Cellular Operations.
Bought back British Telecom's 44% stake in Bharti Cellular.
India's first private sector national long distance service, India One launched.
First Private Fixed Line Service, 'Touchtel' launched in Haryana.
2000
New York Life International took stake in Bharti Cellular.
Acquired controlling stake in Sky cell, Chennai. Singapore Telecom invested in
Bharti - largest ever investment from Singapore in India.
1999
EM Warburg Pincus, one of the largest International Private Equity Investors,
joined BTVL.
Acquired controlling stake in J T Mobiles - cellular Operator in Andhra &
Karnataka (Now Bharti Mobile Ltd)
1998
First ever Indian Private Fixed Line Service launched in Indore, Madhya Pradesh
on 4th June, 1998 by BTNL.
Joint Venture with BT for ISP Services
Services launched in Seychelles.

 British Telecom consolidated its shareholding in Bharti Cellular.

1997
British Telecom joined the Consortium of Bharti Cellular.
License for Madhya Pradesh Fixed Line services obtained.
Bharti & BT formed a joint venture Bharti BT Limited for VSAT services.
1996
Commercial launching of Cellular Service "AIRTEL" by BCL in Delhi license
area
Formed 'Bharti Tele-Ventures Limited', a joint venture company with Telecom
Italia - Italy, to promote a variety of telecom projects in India
Launched Cellular Services in Himachal Pradesh
1995
Formed Siemens Telecom Limited - a joint venture with Siemens - to market
Telephone Terminals under the SIEMENS and the BEETEL brand names.
Formed a consortium with Telecom Italia - Italy, to bid for Basic and Cellular
Services under Bharti Telnet Limited
1994
License for the Delhi cellular project granted

1993
Awarded ISO 9002 Accreditation for Gurgaon factory
1992

 Formed a Consortium with SFR - France, Emtel - Mauritius and MSI - UK, to bid
for Cellular Licenses for metropolitan cities under Bharti Cellular Limited
1991
OEM Contract with Sprint USA for manufacture and export of telephone sets.
1990
Tied-up with Lucky Gold star International Corporation of South Korea for
manufacture of Cordless Telephones
1989
Tied-up with Takacom Corporation, Japan for manufacture of Telephone
Answering Machines
1985
BTL incorporated. Entered into a technical tie-up with Siemens AG of Germany
for manufacture of Electronic Push Button Telephones

RESEARCH
METHODOLOGY

TITLE OF THE PROJECT

FORMULATION OF CUSTOMER RETENTION STRATEGIES BY ASSESSING
REASONS FOR SWITCHING OVER FROM AIRTEL TO OTHER SERVICE
PROVIDERS

OBJECTIVES:
1. To study the telecommunication sector in India.
2. To study the reasons as to why the customers are satisfied from Airtel then
other service providers
3. To find out the problems faced by Airtel postpaid users in particular.

4. To carry out the competitor analyses.

SAMPLE DESIGN:
Population for this research is 50 customers, who switched over from Airtel to other
service provider.

SAMPLE SIZE = 50.

SAMPLE AREA:
Jaipur,
Vidhyadhar nagar (sector 2)
Endeavor institute lal kothi
Swadeshi mobile point

SAMPLING METHOD:
The process of drawing sample units from the population is called sampling method.
In order to have the unbiased results in the survey, the using method is100% sampling

FIELD WORK
This market research involved a fieldwork of 3 weeks wherein I have administered pretested questionnaire to customers. I have carried out the survey to 50 respondents by
having the personal interaction with them.

TOOLS USED FOR ANALYSIS:

1. Graphical Representation of Analysis:
a. Pie charts
b. Bar Diagrams

DATA COLLECTION APPROACH:

Primary data
Primary data is collected in two phases
1) Within jaipur
Primary data has been used to carry out the research successfully. The secondary data
has been collected from various journals and publications. For the purpose of
gathering primary data a structure and non-disguised questionnaire was designed to
collect data from the customer. The questionnaire contains both open-ended and
close-ended questions.

Method of Communication:
In order to minimize the bias in data collection, the method of personal interview was
adopted.

THE SOURCES OF THE DATA ARE AS FOLLOWS

The study relies to a great extent on primary data and to some extent on secondary data:

PRIMARY DATA:

Questionnaire

Observation and interview technique

SECONDARY DATA:

Information is collected through internet

From various text books

Journals and magazines

LIMITATION OF THE STUDY;

The study is restricted in the scope owing to the following limitations:
1. The study is limited to a particular geographical area that is jaipur
2. The information and data collected and analyzed is restricted to the researchers
knowledge and ability.
3. The answers that I have got from the customers cannot be considered as totally
perfect because of various personal and other limitations.
4. Cost and time was also another limiting factor that affected the study.
As customers expectations and experiences include more of psychological aspects the
survey made during a particular time period will give the information about the
customers during that particular time period. In order to be up-to-date in understanding
the level of satisfaction periodic surveys are necessary.

ANALYSIS
AND
INTERPRETATION

1 .WHICH OF THE AGE GROUP DO YOU BELONG?

STATISTICS:
AGE

FREQUEN

PERCE

GROUPS
18-20
YEARS
20-23
YEARS
23 25
YEARS

CY

NT

27

54

19

38

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 54% (27) are the
group of age 18-20 years,38% (19) are 20-23 years and 8 % (4) are belongs to 23
25 years old.

From the inference it can conclude that majority of the sample respondents
belongs to the age group of 18-20 years old.

2. WHICH OF THE PROFESSION DO YOU BELONG?

STATISTICS:

STUDENT

FREQUEN
CY
43

PERCE
NT
86

TEACHER
SERVICE
MAN

10

GRAPH:

D OC TO R
6 .0 / 5.1 %

G OV T, EM PL OY E
3 4.0 0 /29 .1 %

ST UD EN T
4 9.0 0 /41 .9 %

B US IN ES SM EN
2 8.0 0 /23 .9 %

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 86% (43) are the
students, 5% (10) are teachers 4% (2) are service man .

From the inference it can conclude that majority of the sample respondents
belongs to the profession is students.

3. STATE THE REASONS FOR USING THE POSTPAID CONNECTION?

STATISTICS:
Column1

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

EASE
OF
PAYMENT
ATTRACTIVE
SCHEMES
ECONOMIC
LONG TALIKING
HOURS
INTERNET
TOTAL

10

7
21

14
42

7
10
100

14
20
100

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 42% (21) are for
economic, 20% (10) are for internet and remaining 38% (19) are for like attractive
schemes, ease
From the inference it can conclude that majority of sample respondents are use
postpaid connection because it is economical.

4. WHAT INFLUENCE YOU IN SHIFTING YOUR BRAND?

STATISTICS:
Column1

Column2
FREQUENC
Y

Colum
n3
PERCEN
T

clarity of sound
5
not
attractive
schemes
12
lack
of
complaint
handling
26

10

network problem

14

24
52

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 38.5% (45) are for
Billing, 19.7% (23) are for lack of complaint handlings,18.8% (22) are for clarity
of sound and cross connection and remaining 23.0% (27) are for not attractive
schemes,

From the inference it can conclude that People shift from Airtel to other service
providers due to billing issues and lack in complaint handling.

4. A1. DO YOU FIND HIGH RATE PER PULSE?

STATISTICS:
Column1

Column2
FREQUENCY

Colum
n3
PERCEN
T

YES

32

64

NO

18

36

TOTAL

50

100

GRAPH:

O
N
0 .0 0
2
/ 4 4
. %

YES
5 .0 0
2
/ 5 5
.6 %

INTERPRETATION:

The above graph shows that OUT OF 50 customers 64% (32) have feel that Airtel
is providing high pulse per rate and remaining 36% (18) have satisfied with the
high pulse per rate.

From the inference it can conclude that Majority of the sample respondents
feels that Airtel pulse rates are relatively high.

4. A2. HIGH FIXED RENTAL

STATISTICS:

Column1

Column2

Column
3

FREQUENCY

PERCENT

YES

42

84

NO

16

GRAPH:

NO
1 1.0 0 /24 .4 %

YE S
3 4.0 0 /75 .6 %

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 84% (42) have feel
that the company is providing high fixed rental and remaining 16% (8) are
satisfied with the fixed rental.

From the inference it can conclude that Majority of the sample respondents
feels that Airtel rents are relatively high.

4. A2. JUMPS IN CALL

STATISTICS:
Column1

Column2
FREQUENC
Y

Column
3
PERCEN
T

YES

29

58

NO

21

42

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 58% (29) have not
having the complaint regarding jumps in call and remaining 42 % (21) have
experienced that the company is having the complaint of jumps in call.

From the inference it can conclude that majority of the people not having the
complaint regarding jumps in call

4. B.1. DISTARBANCE

STATISTICS:

Column
1

Column2

Colum
n3

FREQUEN
CY
14
8

YES
NO

PERCE
NT
64
36

GRAPH:

INTERPRETATION:

The above graph shows that out of 22 sample respondents, 63.6% (14) have
complaint regarding disturbance and remaining 36.4% (8) do not have the
complaint regarding disturbance.

From the inference it can conclude that Disturbance was a major technical issue
for the surveyed sample respondents.

4. B2. ONE-WAY COMMUNICATION

STATISTICS:

Column
1

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

YES
NO

5
16

24
76

GRAPH:

INTERPRETATION:

The above graph shows that out of 22 sample respondents, 76% (16) do not have
the complaint regarding one way communication and remaining 24% (5) have
complaint regarding one way communication.

From the inference it can conclude that majority of the people do not have
complaint regarding one way communication.

4. B3. CROSS CONNECTION

STATISTICS:
Column1

Column2

Column3

FREQUENCY

PERCENT

YES

36

NO

14

64

GRAPH:

ES
Y
8 .0 0
/ 3 6
.4 %

O
N
4 .0 0 /6 3
1
.6 %

INTERPRETATION:

The above graph shows that out of 22 sample respondents, 63.6% (14) do not
have the complaint regarding cross connection and remaining 36.4% (8) have
complaint regarding cross connection.

From the inference it can conclude that majority of the people do not have
complaint regarding cross connection.

4. C1. INTRA CIRCLE CALL RATE

STATISTICS:

Column
1

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

medium
high
very
high
fine

10
18

20
36

12
10

24
20

GRAPH:

ERYH
V
IG H
. 0 /1 4 .8
4
%

ME D
IU M
3 .0 0
1
/ 4 8
.1 %

I G
H
H
0 .0 0
1
/ 3 7
.0 %

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 20% (10) feel that
intra circle call rate are medium compared with other services, 36.0% (18) of
sample feel high, and remaining 24% (12) of sample feel very high and rest
of 10 think that prices are fine

From the inference it can conclude that majority of the sample feel that intra
circle call rate is medium compared with other services.

4. C2. INTER CIRCLE CALL RATE

STATISTICS:
Column
1

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

medium
high
very
high
fine

14
16

28
32

8
12

16
24

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 28% (14) feel that
inter circle call rate are high compared with other services, 32% (16) of sample
feel medium, and remaining 16% (8) of sample feel very high.

From the inference it can conclude that majority of the sample respondents feel
that inter circle call rate is high compared with other services.

4. C3. OTHER
STATISTICS:
Column1

Column2

Column3

FREQUENCY

PERCENT

medium

15

30

high

21

42

very high

16

low

12

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 42% (21) feel that
other service like broad band service are high compared with other service
provider, 30% (15) of sample feel medium, 12% (6) of customer feel low and
remaining 16% (8) of sample feel very high

From the inference it can conclude that majority of the sample respondents feel
that rates for other services like broad band service are high compared to other
service providers.

4. d. HOW DO YOU RATE AIRTELS SERVICES RELATING TO COMPLAINT

HANDLING?
STATISTICS:
Column1
quick

Column2
FREQUEN
CY
15

Colum
n3
PERCE
NT
30

response
late
response
no
response

21

42

16

GRAPH:

INTERPRETATION:

The above graph shows that out of 23 sample respondents, 42% (21) feel that
company is giving late response regarding complaint handling, 30% (15) feel
quick response and remaining 16% (8) of sample feel no response.
From the inference it can conclude that Complaint handling appears to be at the
core of all customer issues.

5. DID THE COMPANY MAKE AN EFFORT TO CONTACT YOU TO

KNOW THE REASONS FOR LEAVING THE NETWORK?
STATISTICS:

Column1

yes

Column2

Column3

FREQUENCY

PERCENT

35

70

no

15

30

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 70% (35) of the people
say the company people did not contact to know the reason for leaving the
network and remaining 30% (15) are say yes the company people contact them to
know the reason for leaving the network.

From the inference it can conclude that majority of the sample respondents say
that nobody from the company contacted them to find out why they quit using
Airtel.

6. DID THE COMPANY MAKE ATTEMPTS SOLVE THE COMPLAINTS?

STATISTICS:

Column1

Column2

Column3

FREQUENCY

PERCENT

yes

12

24

no

38

76

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 76% (38) of the people
say the company people do not solve the problems and remaining 24% (12) are
say yes the company people solve the problems.

From the inference it can conclude that majority of the sample respondents say
that the company people do not solve customer problems satisfactorily.

7. DO YOU ACCEPT THE CHANGING TARRIF PLANS / SCHEMES BY

COMPANY?
STATISTICS:

Column1

Column2

Column3

FREQUENCY

PERCENT

yes

19

38

no

31

62

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 61.5% (72) of the
people say company doesnt allow changing the tariff plans and remaining 38.5%
(45) are say the company allows changing the tariff plans.

From the inference it can conclude that majority of the people say company
doesnt allow changing the tariff plans

8. WHICH COMPANY PROVIDES BEST TARRIF PLANS?

STATISTICS:
Column1

Column2

Column3

FREQUENCY

PERCENT

aircel

16

32

vodafone

12

24

reliance

10

20

tata docomo

16

bsnl

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 32% (16) feel that
aircel provides best tariff plans, 24% (12) of sample feel VODAFONE, and
remaining 44.0% (22) of sample feel others like reliance, TATA DOCOMO and
BSNL

From the inference it can conclude that majority of the sample respondents feel
Vodafone and AIRCEL are leading as competitors to Airtel in terms of tariff plans.

9. THE STRENGTHS & AREAS OF IMPROVEMENTS OF EACH

BRAND?
A) VODAFONE
STATISTICS:
Column1
COUSTOMER
SERVICE
ECONOMIC PRICE
VALUE
ADDED
SCHEMES
BILLING

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

18
12

36
24

10
10

20
20

GRAPH:

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 36% feel that
Vodafone is best in COUSTOMER SERVICE, feel customer oriented and
remaining said it has to improve the network.
From the inference it can conclude that majority of the sample respondents feel
Vodafone is best in SERVICES.

B) AIRCEL
STATISTICS:
Column1

Column2

Column
3

FREQUENCY PERCENT
COUSTOMER SERVICE

ECONOMIC PRICE
20
VALUE
ADDED
SCHEMES
18

40

BILLING

16

GRAPH:

36

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 40% feel that aircel
is best in economic price, and remaining said it has to improve the clarity and
network.
From the inference it can conclude that majority of the sample respondents feel
aircel is best in economic price.

C) RELIANCE
STATISTICS:
Column1
COUSTOMER
SERVICE
ECONOMIC PRICE
VALUE
ADDED
SCHEMES
BILLING

GRAPH:

Column2
FREQUEN
CY

Column
3
PERCEN
T

18
16

36
32

8
8

16
16

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 36% feel that
Reliance is best in customer oriented and remaining said it has to improve in
value added features.
From the inference it can conclude that majority of the sample respondents feel
Reliance is best for Customer oriented.

D) TATA DOCOMO
STATISTICS:
Column1
COUSTOMER
SERVICE
ECONOMIC PRICE
VALUE
ADDED
SCHEMES
BILLING

GRAPH:

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

6
20

12
40

16
8

32
16

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 40% feel that TATA
DOCOMO is best in ECONOMIC PRICE, and feel value added services and
remaining said it has to improve the network.
From the inference it can conclude that majority of the sample respondents feel
TATA DOCOMO is best in Billing.

E) BSNL
STATISTICS:
Column1
GOOD
NETWORK
ECONOMIC
PRICE

GRAPH:

Column2
FREQUEN
CY

Colum
n3
PERCE
NT

27

54

25

46

INTERPRETATION:

The above graph shows that out of 50 sample respondents, 63.2% feel that
BSNL is best in economic, 36.8% feel it is good in network and remaining said
it has to improve the value added services like free caller tones.
From the inference it can conclude that majority of the sample respondents feel
BSNL is best in economics.

FINDINGS

FINDINGS

ACCORDING

TO

CONSUMER

SERVICES
Based on the analysis and the interpretation of the data, findings are
recorded which are as follows,
1. Majority of the sample respondents belongs to the age group of 21 25 years.
2. Majority of sample respondents are use postpaid connection because it is
economical
3. People shift from Airtel to other service providers due to billing issues and lack in
complaint handling.
4. Majority of the sample respondents feels that Airtel pulse rates, rents, inter
circle call rate are relatively high.
5. Disturbance was a major technical issue for the surveyed sample respondents.
6. Majority of the sample respondents feel that intra circle call rate are comparable
with other services.
7. It is observed that majority of the sample respondents feel that rates for other
services like broad band service are high compared to other service providers.
8. Complaint handling appears to be at the core of all customer issues. It is observed
that majority of the sample respondents say that the company people do not solve
customer problems satisfactorily.
9. Majority of the sample respondents say that nobody from the company contacted
them to find out why they quit using Airtel.
10. Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.
11. Airtel leads closest competitors Vodafone, Spice and TATA Indicom in terms of
network and value added services.

It is observed that majority of the sample respondents feel Reliance is best for
Customer oriented services and needs to improve only in value added features like free
caller tones and ring tones download

FEW FINDINGS RELATED TO EFFORTS MADE BY

THE COMPANY TO RETAIN COUSTOMERS
Determine the strength of the companys customer retention strategies by asking
existing customers whether they will recommend the company or not. Even though
customer relationships are one of the companys most valuable assets, they are often one
of the most undervalued assets too. In the constant battle to gain new customers, it is easy
to overlook the value existing customer relationship.
All corporate profits are ultimately eared from conducting successful relationship
with customers. As the source of all your profits, customer relationships should be valued
and protected. Every customer relationship is an asset and has a economic value or
Lifetime Market Value ( LMV ). A customers Lifetime Market Value is determined by
taking your average customer transaction amount and multiplying it by the number of
transactions he or she will conduct with your organization over time.

Reasons Customers Leave:

Move or Die 4%
Other Company Friendship 5%
Competition 9%
Product Dissatisfaction 15%
No Customer Contact Strategy 67%

If your customers begin to feel ignored or neglected, wont they ultimately take their
business elsewhere?
Customer Retention - keeping customers - can be improved by explaining to your
employees - especially those on the front line who deal directly with your customers just how much each customer is worth to your business.
Customer Attrition - losing customers - can be dramatically reduced when all of your
employees work together to keep your existing customers satisfied.
Developing a Customer Retention Strategy is one way to keep existing customers content
and your new customers coming back for more.

Maintain high customer satisfaction levels and protect your customer relationships because satisfied customers are truly one of your companys most valuable assets.

Customer Retention Formula:

SERVE your customers. So many companies seem to be forgetting this basic point.
Eventually, these organizations pay a stiff penalty. The customer must know that they are
going to walk through your doors and consistently receive the "WOW" experience. A
consistently positive customer experience will not only have customers returning, but will
have them referring their friends and family.
Next, lets break down and explore each part of the customer retention formula.
ENGAGE your customers. Connect with them whenever possible. Make the effort to
reach out to your customers at every opportunity. Know the names of your customers.
Know their likes/dislikes and know a little about what is happening in their lives. Its not
difficult; it just takes a moment of actually speaking, listening and paying attention to
what they say.
This part of the customer retention formula is clear about the importance of
building a connection with your customers. This connection will be what keeps customer
loyal to you and your company.
RELATE to your customers. Let them know that you understand their needs. Showing
indifference to your customers will only have them quickly turning to your competitors
for reassurance.
Ensure your customers know how much you appreciate their business. People
want to be wanted. If they feel taken for granted and unappreciated, they will be an easy
target for your competition.
VERIFY that what you are doing is working. There cannot be too much follow up. Send
out customer service surveys. Drop in for courtesy calls - do whatever is necessary to
keep the communication flowing.
Inspect what you expect when it comes to customer service.
The principles of our customer retention formula are actually very simple. Bottom
line, without customer service, there are no customers to serve.
In order to keep your current customers and constantly gather new ones, you have
to keep your customer service standards at the highest level possible.
Its a fact that many customers will go where they feel the most cared for.
Despite what you might think, price is NOT the most important thing in the minds
of many consumers.
Take care of your customers and them, in return, will take care of you.
Never allow your organization to lose sight of the customer retention formula.
Success in customer retention is very basic - it will always be the little things that
make all the difference.

SUGGESTIONS

SUGGESTIONS
Based on the findings of the study the following suggestions are made.
Airtel should
come up with more plans suited for the age group of above 26 - 30 years.

come up with more plans suited for the government officials.

try to contact the people who have left the Airtel network and get the cause due to
which they have left Airtel.

improve the billing service

re-look toward reducing fixed rental charges
come up with more and more attractive schemes like loyalty discounts etc.
should come up with the more terrify plans
should provide some plans with lower cost for the lower middle class people

CONCLUSION

CONCLUSION

Customers expectations constantly keep increasing, especially from a growing

sector like telecom where the choices they have are ample, the customers get close to
being insatiable. High quality and low cost are no longer USPs (Unique Selling
Proposition) for any service provider. These are assumed. Todays mobile user wants
more.
Firstly, the customer is constantly in search of a better offer that fits his / her
need. Hence loyalty is a rarity in the telecom business. With TRAI (Telephone Regulatory
Authority of India) insisting on MNP (Mobile Number Portability) to be implemented
soon, the difficulty in using a new number while switching service providers will be
eliminated. The service providers will have to constantly endeavor to maintain their
market shares.
Secondly, branding and other promotional activities seem to help only to a point.
In order to achieve customer loyalty, the journey promises to be tough and never ending.
Finally, todays customer is very sensitive to issues like responses to complaints,
billing system, value for money etc. These and such other issues deserve special concern.

ANNEXURE

QUESTIONNAIRE
Dear Sir/Madam,
Personal data:
Name of the customer: -

________________.

Address: -

___,

Contact (if any):-

Town/ village: -

1. Which of the age group do you belong?

a. Up to 15 Yrs
b. 16 - 20 Yrs
d. 26 30 Yrs

e. 31 40 Yrs

.
c. 21 25 Yrs
f. 41 - 50 Yrs

g. Above 50 Yrs
2. Which of the Profession do you belong?
a. Student

b. Businessmen

c. Govt. Employee

d. Company employee

e. House wife

f. Agriculture.

g. Doctor.

h. Any other.

3. State the reasons for using the postpaid connection?

a. Ease of payment

b. Attractive Schemes / packages

c. Economical

d. Long talking hrs

e. Any other
4. What influenced you in shifting your brand?
a. Billing
b. Clarity of sound and Cross connections
c. Not attractive schemes
d. Lack of complaint handling

Attempt the only questions, which you have ticked.

a) Billing.
i.

Do you find high rate per pulse?

Yes.

No.

ii.

Do you find problem these following factors?

Factors

Yes

No

High fixed rental

Jumps in call
b) Clarity of sound
i.

Do you find problems in following factors?

Factors
Disturbance

Yes

No

One way communication

Cross connections
c) Not Attractiveness of schemes and cross connection.
i.

How do you compare with your existing service to Airtel service?

Low

Medium

High

V.High

Inter circle call rate.

[]

[]

[]

[]

Intra circle call rate.

[]

[]

[]

[]

Other_________________.

[]

[]

[]

[]

d) Lack of Complaint handling.

i.

How do you rate Airtels services relating to complaint handling?

Quick response
Late response
No response.

5.

Did the company make attempts solve the complaints?

Yes

No

6. Did the company make an effort to contact you to know the reasons for leaving
the Network?
Yes

No

7. Do you accept the changing tariff plans / schemes by company?

Yes

No

8. Which company provides the best tariff plans?

a. Vodafone

b. Spice

d. Tata Indicom

e. BSNL

c. Reliance

9. The strengths of each brand?

Brands

Clarity

Free
SMS

Economic Billing Reach Value

Customer
added
oriented
services

Vodafone
Spice
Reliance
Tata Indicom
BSNL

BIBLIOGRAPHY

1. Marketing Management by Philip Kotler.

2. www.airtelenterprise.com
3. www.bhartiteleventures.com

4. http://www.marketingprinciples.com/customerretention/default.asp?
cat=123

5. www.google.co.in