INDEX

Page No
Chapter-I 1-8
 Introduction
 Objectives of the Study
 Need for the Study
 Scope of the Study
 Methodology
 Limitations of the Study
Chapter-II 9-18
 Company Profile
&
 Industry profile
Chapter –III 19-24
 Theoretical Framework
Chapter –IV 25-33
 Data Analysis and Interpretation.
Chapter –V 34-40
 Findings
 Suggestions
 Conclusion
 Questionnaire
 Bibliography
CHAPTER –I
 INTRODUCTION

Marketing:
Marketing is indeed an ancient art it has been practiced in one way or the other
since the days of adam and eve. Its emergency as a management discipline, however, is
of relatively recent origin. And with in this relatively short period, it has gained a great
deal of importance and stature, in fact today most management thinkers and pratitioners
the world over, regarding marketing as the most important of all management function in
any business.

Definition of Marketing:
“ Marketing is a social and managerial process by which individuals and group
obtain what they need and want through creating, offering and exchanging products of
value with others”.
-Philip Kotler

“ Marketing consist of all activities which a company adopts itself to it’s environment-
creativity and profitability”.
-Roy Corey
The Marketing Concepts:
The marketing concept was born out of the awareness that marketing starts
with the determination of customer wants and ends with the satisfaction of those wants
the concept puts the consumer both at the end of the business cycle. It stipulates that
any business should be organized around the marketing function, anticipating,
stimulating and meeting customer’s requirements. The customer, not be corporation
has to be the center of the business universe. A business cannot succeed by sampling
products and services that are not properly designed to serve the needs of the
customers. It proclaims, “the entire business has to be seen from the point of view of the

1
customer”.

Marketing Research:
Marketing research is a dynamic subject it has a wide coverage including
marketing studies relating to market product policies mean and methods etc. Marketing
research begins even when production is in the planning stage. It is also continuous
through out the lifetime of an enterprise. It is thus a continuous operating although here
may be some adhoc projects taken up for solving specific problems of enterprise.

Marketing research is the collection and interpretation facts that marketing to get
production Mix efficiently in to the hands of customers. Marketing research
encompasses all information pertinent to this task. It is the systematic objective and
exhaustive search from and study of facts relevant to any problem in the field of
marketing.

Definition of Marketing Research:

Marketing research is the systematic problem analysi analysis, model building and
fact for the purpose of improved, model building and fact for the purpose of improved
decision making and control in the marketing of goods and services”.
Philips kotler

“ Marketing research serves two major functions, it provides information for decision
making and it develops new knowledge”.
-Robert Ferder

2
 We are one of India’s leading providers of telecommunication services with a
nationwide presence in all the 23 licensed jurisdictions (also known as telecom Circles).
We served an aggregate of 88,270,194 customers as of December 31, 2008; of who
85,650,733 subscribe to our GSM services and 2,619,461 use our Tele media Services
either for voice and/or broadband access delivered through DSL. We are largest wireless
service provider in the country, based on the number of subscribers as of December 31,
2008. We also offer an integrated suite of telecom solution to our enterprise customers,
in addition to providing long distance connectivity both nationally and internationally. We
have recently forayed into media by launching our DTH and IPTV services. All the
services are rendered under a unified brand “ Airtel ” . The company also deploys,
ownsand manages passive infrastructure pertaining to telecom operations under its
subsidiary Bharti Infratel Limited. Bharti Infratel owns 42%of Indus Towers Limited.
Bharti Infratel and Indus Tower are the two top providers of passive infrastructure
services in India. In developing a market plan, your primary functions are to understand
the needs and desires of your customer select or develop a product or service that will
meet customer needs, develop promotional material that will make the customer aware,
and ensure product or service delivery.

3
 OBJECTIVES

The main purpose and objective for this study is

 To know the signal in their area
 To find out if they are satisfied and aware of the services and offers provided
 To recommend measures for improving the product

4
 NEED FOR THE STUDY

Need of Study increasing competition ever growing market easy availability of the
finances and increasing population of young executives with huge disposable incomes
over the past few years has substantially increased the sales in the communication also
the competition among the dealers of the product as increased with each trying to
maximize their customer base . the study tries understand the key service parameters
and reflect upon the dysfunctional areas thus providing the dealer with an insight into
the level of consumer satisfaction and changing trends of the consumer expectation.

5
 SCOPE OF THE STUDY

Before business can develop marketing strategies, they must understand what
factors influence buyers' behavior and how they make purchase decision to satisfy their
needs and wants.
This study aims towards collecting information about consumers Psychology
towards Airtel and thus helping Airtel in understanding customer's nature and help in
developing strategies which will thus help them in increasing their business.
It is done to understand what consumers consider while going for purchasing
Airtel Products.
By this study we came to know how the organization retaining and sustaining its
customer.
The main purpose of this project is to study consumers buying, behavior and
develop strategies which help Airtel in increasing their market share.
This study is mainly focused on various factors that affect consumers buying
decision. Such as social, psychological and personal.
This study helps to understand the satisfactory level of consumers towards the
brand. And also understanding the consumer attitudes and their buying motives by
means of company brand image.

6
 METHODOLOGY

METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, &
discussion with the respondents was used to collect the required Primary data.
Primary data gives higher accuracy and facts, which is very helpful for any research
and its findings.

Secondary data: -
Secondary data are those, which are already collected by someone for some
purpose and are available for the present study. Secondary data was collected from
the magazines, websites and other such sources.

Sample Size: 80

7
 LIMITATIONS

 The study is restricted only to AIRTEL, Delhi respondents. The view of their other
areas is not taken.
 Few respondents answer was collected.
 Respondents concentrated where the customers of AIRTEL only.
 Since the researcher selected 50 sample size it is not sufficient to cover opinion
of entire population.
 Time duration in conducting the research is very low.

8
CHAPTER –II

9
 INDUSTRY PROFILE

Indian mobile telephony market is increasing day by day and there is more to
happen with technological up gradations occurring nearly every day and the
ever-increasing demand for easier and faster connectivity, the mobile telephony market
is expected to race ahead.
India has a fast-growing mobile services market with excellent potential for the
future. With almost 5 million subscribers amassed in less than two years of operation,
India's growth tempo has far exceeded that of numerous other markets, such as China
and Thailand, which have taken more than five years to reach the figures India currently
holds. The number of mobile phone subscribers in the country would exceed 50 million
by 2005 and cross 300 million by 2010, according to Cellular Operators Association of
India (COAL). According to recent strategic research by Frost & Sullivan, Indian Cellular
Services Market, such growth rates can be greatly attributed to the drastically falling
price of mobile handsets, with price playing a fundamental role in Indian subscriber
requirements. Subscribers in certain regions can acquire the handset at almost no cost,
thanks to the mass-market stage these technologies have reached internationally. The
Indian consumer can buy a handset for $150 or less. This should lead to increased
subscribership. This market is growing at an extremely fast pace and so is the
competition between the mobile service providers.
With the presence of a number of mobile telephony services providers including
market leaders like Airtel, Reliance, Idea, Vodafone, Tata Indicom etc who are providing
either of the two network technologies such as Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA). In cellular service
there are two main competing network technologies: Global System for Mobile
Communications (GSM) and Code Division Multiple Access (CDMA).
The Company's wireless network runs on a GSM technology. The mobile
telephony services providers Airtel, Vodafone, have been competing aggressively for
their market share with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the

10
foray, this tussle has only become more tough. With major market share in the hands of
the likes of Reliance, Airtel, Vodafone, Idea Cellular the others have been finding it
difficult to compete in the market. The Telecom Regulatory Authority Of India (TRAI) has
been playing an important role in keeping a watch on these existing players and bringing
new environment as well as policies and reforms for these Mobile Telephony Service
Providers and permitting them to provide mobile telephony services including
permission to carry its own long distance traffic within their service area without seeking
an additional license. TRAI's mission is to create and nurture conditions for the growth of
telecommunications including broadcasting and cable services in the country in a
manner and at a pace which will enable India to play a leading role in the emerging global
information society. The service providers are free to provide, in its service area of
operation, all types of mobile services including voice and non-voice messages, data
services and PCO's. The Operators would be required to pay a one-time entry fee. The
basis for determining the entry fee and the basis for selection of additional operators
would be recommended by the TRAI.
Although the cellular services market in India grew during the late 1990s (as the
number of players increased and tariffs and handset prices came down significantly) the
growth was rather marginal. This was because the cellular service providers offered only
post-paid cellular services, which were still perceived to be very costly as compared to
landline communications. Following this realization, the major cellular service providers
in India, launched pre-paid cellular services in the late 1990s. The main purpose of these
services was to target customers from all sections of society (unlike post-paid services,
which were targeted only at the premium segment).

Bharti's Vision
By 2010 Airtel will be the most admired brand in India:
 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses

11
INCLUDEPICTURE
"http://bhartiairteLin/fileadminitemplatestmairilimages/brandimages/inverted commas
left.jpg" MERGEFORMATINET “We at Airtel always think in fresh and innovative ways
about the needs of our customers and how we want them to feel. We deliver what we
promise and go out of our way to delight the customer
with a little bit more INCLUDEPICTURE
“ http://bhartiairtelinifileadmin/templates/mairilimages/brand_images/inverted
commas ryt.jpg" \*MERGEFORMATINET )”
Bharti's Mission
To be globally admired for telecom services that delight customers.
We will meet global standards for telecom services that delight customers through:
 Customer Service Focus
 Empowered Employees
 Cost Efficiency
 Unified Messaging Solutions

Board of Directors
Name Designation
Sunil Bharti Mittal Chairman
Chua. Sock Koong Director
Manish Kejriwal Director
Sheikh Faisal Thani Al-Thani Director
V K Viswanathan Director
Shishir Priyadarshi Director
Copal Vittal Managing Director & CEO
Craig Ehrlich Director
Tan Yong Choo Director
Ben Verwaayen Director
D K Mittal Director
Rakesh Bharti Mittal Non-Executive Director

12
SERVICES
 Mobile- Prepaid Postpaid (2G,30,40).
 Home Phones — Fixed Line - Fixed Wireless Phones
 Broadband & Internet
 Calling Cards
 Wireless Internet — Data Card - USB Modem
 Airtel Digital Tv (DTH).

13
 COMPANY PROFILE

Telecom Company Bharti Airtel is the flagship company of Bharti Enterprises.

The businesses at Bharti Airtel have been structured into three individual strategic
business units (SBU's)
1. Mobile services 2. Broadband and telephone services (B&T) 3. Enterprise services
The Mobile services group provides GSM mobile services across India in 23
telecom circles, while 13&T business group provides broadband & telephone services in
94 cities. The Enterprise Services group has two sub-units — carriers (long distance
services) and services top corporates. All these services are provided under the Airtel
brand
Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. In its six years of pursuit of
greater customer satisfaction, Airtel has redefined the business through marketing

14
innovations, continuous technological up gradation of the network, introduction of new
generation value added services and the highest standard of customer care.
Bharti is the leading cellular service provider, with an all India footprint covering all
23 telecom circles of the country. It has over 25 million satisfied customers.
Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a
presence in 20 countries across the world its the 4th largest telecom company in the
world in terms of subscribers base which was over 275 million as on July 201.3. Airtel is
also the largest telecom company in India and the second largest in country mobile
operator by subscriber base after china mobile.
Sunil Bharti Mittal is the head of Airtel. Airtel is the largest provider of mobile
telephony and second in terms of fixed telephony and also provides broadband and DTH
services. Airtel became the first Indian company to get gold certification by CISCO.
Cellular telephony was introduced in India during the early 1990s. At that time, there were
only two major private players, Bharti (Airtel) and Essar (Essar) and both these
companies offered only post-paid services. Initially, the cellular services market
registered limited growth. Moreover, these services were mostly restricted to the metros.
Other factors such as lack of awareness among people, lack of infrastructural facilities,
low standard of living, and government regulations were also responsible for the slow
growth of cellular phone.

15
SWOT ANALYSIS
SWOT analysis is a strategic planning method used to evaluate strength
weaknesses, opportunity and threats involved in a project or in Business. SWOT analysis
will give us a quick review of an organization current status. SWOT analysis for Airtel in
India:

STRENGTHS
 Cost advantage
 Current leaders in quality service
 Largest distribution network
 Ability to constantly innovate
 Highly skilled workforce
 Entrepreneurial zeal
 Airtel's increased equity and market cap

WEAKNESSES
 To prove credibility
 Price pressures
 Need for Government support
 Awareness
 Sales and Marketing

OPPORTUNITIES
 To sustain passion and commitment
 Airtel's market share increasing at other service provider expense.
 Attain higher value services
 Collaborative business needs to be explored
 Vertical repeatable solutions.
 Low penetration level in rural markets.

16
THREATS
 Foreign investment
 Global trends moving from G.PS to W.L.L.
 Lack of global parity in telecom tariff
 Other competition

NETWORK OF AIRTEL

CELLULAR SERVICE
Airtel Completes Its 23 Circle All India Footprint Airtel now connects India from
the Indus to the Indian Ocean and from Sabamati to the Brahmaputra on a network of
more than 10,000 base stations with cumulative investments of more than Rs. 16,000
crores.

INTERNET INFRASTRUCTURE
Our Internet backbone involves state of the art high-end routers and switches as
may deployed on the best networks across the world to offer you reliable service of
unmatched quality. Three years back we had established satellite based gateway for
intemet access. This was the first gateway by a private operator. Now we have
established our fibre gateway on Network i2i, first private submarine cable owned by us
and SingTel.

FIXED LINE INFRASTRUCTURE

Our high quality fibre-based, fixed line networks in Delhi, Haryana, Tamil Nadu,
Karnataka, Madhya Pradesh and Chahattisgarh, intensively covers the most prominent
commercial and business -districts in the country. We provide the power of last mile
fixed line network to bring end-to-end voice and data solutions.

LONG DISTANCE INFRASTRUCTURE

17
 Our 25,000 km advanced fibre-optic cable long distance network covers India's
top 200cities. And it powers the services of India's leading private telecom service
providers -cellular, fixed line and internet through Our Long Distance Services.

AIRTEL BROADBAND
Bharti Televentures is the fixed line operator business of Airtel. In the recent
branding exercise, all the services have been offered under the Airtel brand. Data is the
next driver for growth. This is clear to the operators who have belatedly realized the
implications for having a pie in all the segments of telecommunications. Hence Bharti
ventured in the broadband market.

WIRELESS INTERNET
It Includes:
1. Data Card
2. USB Modem
Data Card
Airtel Data Card is the superior PC Data Card solution which delivers wireless
internet capabilities to laptops and notebooks, by providing EDGE and GPRS
technologies in a single PC Card package. On an EDGE network, Airtel Data Card enables
connection to the Internet using EGPRS. In areas where EDGE services are not available,
the Airtel Data Card still enables reliable and secure data connections over GPRS. Airtel
Data Card opens up the true world of wireless internet and is an ideal companion for a
mobile professional, enabling Internet, Email and Office applications with real-time
secure VPN access to corporate applications whilst on the move. Anytime, Anywhere
Connectivity.

USB Modem
Airtel USB Modem is the superior PC solution delivering wireless internet
capability to laptops and notebooks by providing EDGE and GPRS technologies in a
single PC Card Package. On an EDGE network Airtel USB Modem enables connection to

18
the Internet using EGPRS. In areas where EDGE services are not available, the Airtel USB
Modem enables reliable secure data connections over GPRS. Airtel USB Modem opens
up the true world of mobile wireless internet and is the ideal companion for the mobile
professional, enabling Internet and Email whilst on the move. Anytime- Anywhere
Connectivity.

19
CHAPTER-III

20
 THEORETICAL FRAME WORK

Marketing:
Marketing is indeed an ancient art it has been practiced in one way or the other
since the days of adam and eve. Its emergency as a management discipline, however, is
of relatively recent origin. And with in this relatively short period, it has gained a great
deal of importance and stature, in fact today most management thinkers and
practitioners the world over, regarding marketing as the most important of all
management function in any business.

Definition of Marketing:
“ Marketing is a social and managerial process by which individuals and group
obtain what they need and want through creating, offering and exchanging products of
value with others”.
-Philip Kotler

“ Marketing consist of all activities which a company adopts itself to it’s environment-
creativity and profitability”.
-Roy Corey
The Marketing Concepts:
The marketing concept was born out of the awareness that marketing starts
with the determination of customer wants and ends with the satisfaction of those wants
the concept puts the consumer both at the end of the business cycle. It stipulates that
any business should be organized around the marketing function, anticipating,
stimulating and meeting customer’s requirements. The customer, not be corporation
has to be the center of the business universe. A business cannot succeed by sampling
products and services that are not properly designed to serve the needs of the
customers. It proclaims, “the entire business has to be seen from the point of view of the
customer”.

21
Marketing Research:
Marketing research is a dynamic subject it has a wide coverage including
marketing studies relating to market product policies mean and methods etc. Marketing
research begins even when production is in the planning stage. It is also continuous
through out the lifetime of an enterprise. It is thus a continuous operating although here
may be some adhoc projects taken up for solving specific problems of enterprise.

Marketing research is the collection and interpretation facts that marketing to get
production Mix efficiently in to the hands of customers. Marketing research
encompasses all information pertinent to this task. It is the systematic objective and
exhaustive search from and study of facts relevant to any problem in the field of
marketing.

Definition of Marketing Research:

Marketing research is the systematic problem analysi analysis, model building and
fact for the purpose of improved, model building and fact for the purpose of improved
decision making and control in the marketing of goods and services”.
Philips kotler

“ Marketing research serves two major functions, it provides information for decision
making and it develops new knowledge”.
-Robert Ferder
Nature and Scope of Marketing Research:
Marketing research is of a comparatively recent origin even through it made a slow
beginning its growth in a short span has been tremendous. It has, in the course of
development sophisticated methods and methodologies in the application of statistical
and behavioral science concepts. The use of marketing research in consumer market is
now reasonably wide spread. It ascertains the position of the company in a specific
industry. It indicates the present and future trends of the industry and thus points out or

22
the company affairs are to be managed. It helps in the development and introduction of
new products. It offers guidance for improving the current products of the company. It
helps the effective of sales management. It can reduce the risk involved in marketing
decision.

Elements of Marketing Research:

Marketing Segmentation:
It covers the aspects regarding size and nature of the marketing including export
marketing, dividing the consumers in forms of their age, sex and income. It covers the
economic aspects of marketing.

Sales Search:
It relates to the problem of region variations in sales, fixing sales, priorities,
Measurement of the effective of salesmen, evaluation of sales methods and incentives.

Product Research:
It relates to the analysis of the strength and weakness of existing product,
product testing and problems relating to diversification, simplification, trading up and
trading down.

Packaging Research:
In essence it is part of product research. But recent development in
packaging and its combination to advertising has led to it, to occupy in independent
position of packaging. To know the impact and its response in the market has become
an independent research field.

Advertising Research:
It undertakes a study releasing to the preparation of the advertisement copy, the

23
media to be used and the measurement of advertising effectiveness.

Exporting Projections:
This research is intended to study the export potentials of the product.

Demand Projections:
Demand may be estimated in units or value terms and also, the overall
growth rates in key market agreement are often estimated for better sales management.

Supply:
Marketing research studies also similarly carries out or analysis of the supply side
of the market. It includes present supply structure. Supply structure refers to the study of
how companies operate in the market and how are sales distributed among them?
Secondly study how differentiated are the products offered market share analysis for
brand positioning of each brand, distribution channels adopted and method of selling,
price charged and how they adopted and corporate image and capabilities, in other
words it tries to ascertain how the competitors are defining their business in terms of
consumer groups segments being pursued as reflection by their marketing mix
portfolios.

Business Economic Research:

Problems relating to input and output analysis, forecasting, price and profit
analysis, preparation of break even charts are the main field of this research.

Consumers can evaluate a product along several levels. Its basic characteristics
are inherent to the generic version of the product and are defined as the fundamental
advantages it can offer to a customer. Generic products can be made distinct by adding
value through extra features, such as quality or performance enhancements.
The final level of consumer perception involves augmented properties, which
offer less tangible benefits, such as customer assistance, maintenance services,
training, or appealing payment options. In terms of competition with other products and

24
companies, consumers greatly value these added benefits when making a purchasing
decision, making it important for manufacturers to understand the notion of a "total
package" when marketing to their customers.
Sensations can be defined as the passive process of bringing information from
the outside world into the body and to the brain. The process is passive in the sense that
we do not have to be consciously engaging in a "sensing" process. Perception can be
defined as the active process of selecting, organizing, and interpreting the information
brought to the brain by the senses.

 METHODS OF DATA COLLECTION:

The Data has collected in two ways:

Primary Data:
Primary data are those, which are collected for the first time, and they are
original in character. A suitable combination of Questionnaire techniques, &
discussion with the respondents was used to collect the required Primary data.
Primary data gives higher accuracy and facts, which is very helpful for any research
and its findings.

Secondary data: -
Secondary data are those, which are already collected by someone for some
purpose and are available for the present study. Secondary data was collected from
the magazines, websites and other such sources.

Sample Size: 80

25
26
CHAPTER IV

27
 ANALYSIS & INTERPRETATION

Analysis & Interpretation:

The responses of the customers are valued in this analysis to find the satisfaction
of the product. The percentage analysis gives the percentage of the respondent's
satisfaction with regards to the various components which drives them to buy the
product.

1. Table showing the opinion on signaling at their area

Frequency Percentage(%)
Good Signal 65 81
Bad signal 15 19
Total 80 100

Table 4.1
Apart showing the opinion on signal at their area:
Interpretation:

The above table shows that 81% consumer’s feel that signal of AIRTEL at their
area is good, remaining 19% of them feel that signal is not good.

28
2. Table showing the opinion on customer care services

Frequency Percentage (%)

Satisfied 45 56
Not Satisfied 25 31
Never Used 10 16
Total 80 100

Table 4.2

Chart Showing the Opinion on Customer Care Services

Chart 4.2

Interpretation:

The above table shows that 56% of the customers are satisfied with the customer
care services, where as 31% are not satisfied the remaining 16% doesn’t use customer
care services.

29
3. Table showing occupation of different users

Occupation Users Percentage

Student 33 41
Executive 22 28
Household 15 19
OTHER 10 13
total 80 100

Interpretation:

Above graph shows that 41%of the students use the Airtel and least were used
by others with 13%.

30
31
4. Table showing whether customers use INTERNET services

Frequency Percentage
Using 65 81
Not Using 15 18
Total 80 99

Chart 4.4

Interpretation:

The above table shows that 65% of the customers use internet remaining 18% Not using
internet services.

32
5. Table Showing which feature of AIRTEL convinced you to use Airtel

Convincing Users percentage

Advertisement 26 32
Scheme 17 21
Connectivity 18 23
Goodwill 19 24
total 80 100

Interpretation:

The above table shows that the connectivity of the Airtel is its backbone and it is the
main reason that the consumers are using it and the network is still is in usage and
goodwill of the company is at risk and falling at a huge rate.

33
6. Table showing which service do you use of Airtel

 Mobile service

 Internet

 DTH

 Other

Usage Users percentage

DTH 33 41
Internet 22 28
Mobile Service 15 19
Others 10 13
total 80 100

Interpretation:

From above graph we conclude that 41% users DTH in airtel mobile where as
least used by others by 13%.

34
8. Table showing what type of Airtel service you use?

 Postpaid
 Prepaid
Card Users
Prepaid 45 56
Postpaid 35 44
total 80 100

Interpretation:

The above table shows that earlier prepaid was the favorite of consumers with
55% but with the flow of time the time this preference has shifted towards the postpaid
side having 44%and now they are in demand as earlier only network was used for call's
only and now it provides number of facilities like internet etc.

35
36
 9. Table showing number of times customers tog into internet Per day

Frequency Percentage (%)

Once 33 41
Twice 22 28
More 15 19
Not Even Once 10 13
Total 80 100

Interpretation:

The above table shows that 32% of the customers are log into internet more than
once per day, 22% twice per day, 15% once per day and the remaining 10% do not use
internet services.

37
CHAPTER- V

38
 FINDINGS

This Chapter deals with the major findings of the study which are as follow

 Airtel is a very successful brand in India as it covers a wide network and is still one
of the best still in network coverage and stands one of the best network in the
world and has covers major of the population coverage.
 Business houses are the major users of Airtel as it is better than all other
network's in broadband coverage and plans are better than any.
 Airtel focuses on its customer's satisfaction but it can provide some more
relaxation to its users and provide some more incentives for its dealers so that
they can be more loyal towards the company and market it better.
 Airtel provides value added packs for its heavy users as to retain them as
postpaid connections are on the rise as compared to prepaid.

39
 SUGGESTION

 Following are the few suggestions to AIRTEL for improving the market share and
image of the products concerned.
 Modification must be brought about in AIRTEL, in terms of quality. Its demand
should be increased and provides its consumer with value added services as to
retain them.
 In today's age the brand must focus on other areas to market it like Malls, theatre
and crowed area to get attention and market it and gather audience interest.
 Most of the respondents are satisfies with the services provided by Airtel to
mobile user steps to be taken to make customers more satisfied but many are
still not aware of phone plus facility and steps are to be taken to popularize it.
 Many of the respondents are not satisfied with the features provided to prepaid
users as compared to Landline users.

40
 CONCLUSION

Airtel is a very successful brand in India & providing customer satisfaction is to be

there main motive, Provides Internet access on the move as people are more dependent
on it in their daily lives like wide network and good 3G services.
Providing customer satisfaction is the most crucial step of the company as they are to
be satisfied and provides Internet access on the move such as Wide network and good
3G services as they are important and technology advanced stuff required by almost
everybody in today's environment,
Airtel is a home brand and a very successful brand in India and overseas and one of the
most successful brands still to date. It possesses congestion free & wide network,
unique value added & customer services to cover one of the widest areas.
From the details it can be concluded that 70% of Airtel users preferred to remain with
Airtel. Also good number of users who were willing to switch from their respective
subscribers showed interest in Airtel. Hence, these statistics imply a bright future for the
company. Also the company is used mainly by executives who want wide coverage for
their operations but the problem of customer satisfaction still persists with the company
and cause of its lacking new customers.
Connectivity is the backbone of the company and it is still the reason why consumers
use it and the most users of the company fall in the youth category and are now using
postpaid services as they are aware of the services provided as the youth is the main
target of major of companies as the country mainly comprises of them.

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 ANNEXURE
QUESTIONNAIRE

Name:

1. Is AIRTEL's signal at your area is good?

A) Yes B) No
2. Are you satisfied with our customer care services?
A) Satisfied B)Not satisfied C)Never used
3. Do you use Internet Services?
A) Yes B) No C) don't know that internet connection was
there
4. How many times do you login to internet per day?
A)Once B)twice C)More D) Not even once
5. Maximum recharge per month
A)10-100 B)100-200 C)200-300 D)300-400 E)400-500
F)Above 500
6. Are you using any Offers?
A) Yes B) No
7. Are you satisfied with the offers
A) Satisfied B) Not satisfied C) Never used
8. What is your age?
A) 15-21 years B) 21-28 years C) 28-35 years
9. What is your occupation?
A) Student B) Household C) Professional

10. What type of Airtel service you use?

A) Postpaid B) Prepaid
11. Did you use any other network connection other than AIRTEL
A) Yes B) No

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12. Do you feel AIRTEL is better than any other Connections
A) Better B) Not better
13. Suggest features you think needs improvement
A) Service B) Transparency in Billing C) Call Clarity
D) Any other (specify)

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 BIBLIOGRAPHY

In this project report, while finalizing and for analyzing quality problem in details
the following Books, Magazines/Journals and Web Sites have been referred. All the
material detailed below provides effective help and a guiding layout while designing this
text report.

Books:

 Richard I. Levin, David S. Rubin (2004): Statistics for Management", Prentice. Hall
of India Private Limited, New Delhi, 7th Edition.
 Principles of Marketing —Philip Kotler & Kevin keller edition 12

Websites:
 www.Airtelworld.com
 http://www.airtel.in/

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