DATA COLLECTION AND ANALYSIS

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CONSUMERS OF BROADBAND SERVICES

Users 95% Non-users 5%

100% 80% 60% 40% 20% 0% Non-users Users

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THE MARKET SHARE OF BROADBAND SERVICE PROVIDERS

Airtel 85% BSNL 06% Reliance 02% Sify 02% Not applicable 05%

100% 80% 60% 40% 20% 0%

AIRTEL BSNL RELIANCE SIFY N/A

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USERS OF LANDLINE
AIRTEL 35% BSNL 50% RELIANCE 14% TATA 1%

RELIANCE 14%

TATA 1%

AIRTEL 35% BSNL 50%

SATISFIED vs UNSATISFIED Customers of AIRTEL

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Unsatisfied 60% Satisfied 40%

Unsatisfi ed 60%

Satisfied 40%

REASON OF UN-SATISFACTION
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Billing 40% Technical 25% Services 10% Customer care 5% Others 20%

Others Customercare

Billing

services

Technical

THE POSSIBILITY OF BEING THE NO.1 IN LANDLINE SERVICES OF AIRTEL

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YES 80% NO 20%

NO 20%

YES 80%

USERS OF BOTH LANDLINE & BROADBAND

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Both 30% Only Landline 25% Only Broadband 45%

Broadba nd only 45%

Both 30%

Landline only 25%

PERCENTAGE OF UNSATISFIED CUSTOMER OF DIFFERENT COMPANIES

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BSNL 80% Reliance 20%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% BSNL Reliance

EXPECTATIONS OF CUSTOMERS IN-

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Broadband services 40% Mobile 43% Landline 15% No expectation 2%

100% 80% 60% 40% 20% 0% Broadband Mobile Landline No Expectation

THE VALUE FOR MONEY

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Yes 80% No 20%

No 20%

Yes 80%

THERE IS NO VALUE FOR MONEY BECAUSE OF Poor customer care 10% 70

Poor connectivity 25% Poor after sales service 30% Others 40%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Connectivity After sales service Others Customercare

AFTER SALES SERVICES IN AIRTEL

Yes 65% 71

No 35%

35% Yes No

65%

THE LEVEL OF AFTER SALES SERVICE

Good 45% Medium 20% 72

Average 25% Best 10%

Best 10% Average 25% Medium 20%

Good 45%

REASONS WHY CUSTOMERS ARE NOT USING THE AIRTEL LANDLINE SERVICE
Costly 10%

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Using BSNL for a long time 80% It is a Private company 5% Not applicable 5%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Costly Using BSNL Private Company Not Applicable

VARIOUS FACILITIES AVAILABLE TO THE CUSTOMERS OF LANDLINE SERVICE USERS OF THE COMPANYCall Waiting BSNL Yes Reliance Yes Airtel Yes

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Call Forwarding Morning Alarm Three Party Conference Dynamic Lock Fast Dialing Internet

No Yes No Yes In some area Yes

No Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes Yes

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RESEARCH FINDINGS AND ANALYSIS

FINDINGS and ANALYSIS

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 There are nearly 3 Lakh customers of landline in Lucknow in which 75% or more are of BSNL users, Reliance has introduced there the landline service in Lucknow before Airtel, but does not have that much market share than Airtel. It may have nearly 5% shares only in the city. If we talk about the all customers of tele communication we will find that 40-50% people were using landline, 30-40% people were using mobile and only 20% people were using Internet in the city. About 40% people were using both landline and mobile and 60% people were using only mobile or landline. Approximately 80% people were not satisfied by these facilities, which are provided to them, due to various reasons (billing, technical, after sales service, connectivity, others). In case of dis-satisfaction the major part is of billing problem and about 30% people were not satisfied with the billing system of BSNL, approximately 30% people were not satisfied due to connectivity problem which will be quit often occurring one in the BSNL landline services, about 30% customers were not satisfied because of technical problem which is quit often occurring one in the area, and 10% are not satisfied with over all services including the poor after sales services of the BSNL. There is a strong change of growth in telecommunication section in growing at the rate of 20%, so it will be expected that it will be double up to 2015. In case of Lucknow it is growing at a very high rate because Lucknow is developing and is also the Capital of Uttar Pradesh and many construction works are going on. New molls and various multiplexes are to be made. There is a bench of HIGH COURT in the city which effect business of Lucknow and there is VIDHAAN SABHA because of being the capital of the state there are lots of Ministers in the city, which also has a big effect on the business of the city. Here is the city, 55% people (app.) are using the Internet by landline, 35% by mobile and nearly 10% are using through broadband. So there is a major area where Airtel can give a strong competition to the other companies who are offering the same facilities. Almost 10% of the total landline customers are paying more than Rs. 5000/. About 25-30% are paying more than Rs. 3000/ and nearly 30-40% were paying around Rs.1500/ and the rest of the customers are paying less than Rs. 1500in the form of two months bill. Airtel has a great opportunity here because it has the tariff plans according to the customers requirement. There are some government offices which are using Internet here is university and many coaching institutes which are using both landline and internet frequently and they want a very good processing and downloading speed. Which does the Airtel provide only currently. There are many customers who are not satisfied or happy with the services, which the other companies are providing, and what they are

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using. This may be the major key factor for Airtel to fulfill the customers need and capture the market. Airtel is providing various value added services which any other company is not providing to the customers so it is also a good factor for Airtels broadband and landline services. The company has a great opportunity by covering the unsatisfied customers of other landline service providers. At least I have came to the conclusion that YES, there is a big opportunity for Airtels land line service in Lucknow but the main problem is that there should be more emphasis on the advertisement of the landline service of Airtel, and the company has to concentrate on the fast redressal of the customers problem.

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RECOMMENDATIONS

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RECOMMENDATIONS
Proper fieldwork is to be done to know the free tags in the particular area and all the sales officers must be properly informed about, so that they would be able to book the connections. Proper regular training should be given to all the sales officers, to update their knowledge about the new plans launched time-by-time. Frequency and timing of training should be increased. There should be proper Demo and Practical training, which should be compulsory for all the sales officers. Airtel should provide clear picture before selecting a new sales officer, that whether he/she is able to represent the plan before the customer efficiently or not. Airtel should have the facility of on-line booking of the connection. No doubt that Airtel is the best mobile and broadband service provider in the country due to its wide and vast network but in the case of the landline there is a very big competition with the oldest landline service provider company of the country, which is BSNL, having the monopoly in the landline sector. This is only because its network in all over the country. So Airtel have also to increase its network as soon as it can, if the company wants to capture the whole market. Tariff structure should also be clearer so that every one could be able to understand their scheme and offers. One most important thing is that company should concentrate on the billing problem, which will put it a-side to others. Proper advertisement has to be done to make the people to inform about the companys landline service and different other plans. Airtel should try to improve their services with time and make promise come true.

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SWOT ANALYSIS

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SWOT ANALYSIS
STRENGTH OF THE COMPANY Technological Economical Connectivity After sales service Fast redressal of complaints. Different value added services WEAKNESS OF THE COMPANY Slow covering of the other areas. Lack of proper knowledge of the customer about the landline service of the company. The company has the image of mobile service provider OPPORTUNITY OF THE COMPANY The company can capture the complete market of the city because of its services to the customer. The company can become the number 1 in landline by satisfying the customers. The company has to concentrate on the unsatisfied customers of the other companies to capture the market. THREATS TO THE COMPANY Heavy existing competition with BSNL New coming competitors in the market Slow introducing process in the new area, which may have a great effect on being the number 1.

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ANNEXURE

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BIBLIOGRAPHY
SECONDARY DATA COLLECTION Company Booklet http://www.airtelworld.com/bhartiteleventures.htm http://www.airtelworld.com/upeastcircle.jsp http://www.airtelworld.com/aboutus.jsp http://www.bharti.com PRIMARY DATA COLLECTION Many other resources like by contacting personally to the customers. The datas have been collected by the questionnaire by personally contacting. Some datas have been collected by the personal visits along with the sales officers of the company.

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