A

Summer Training Report

On
Customer satisfaction
of

4t:) airtel
TliE SMARTPHONE NETWORK

Submitted in partial fulfillment of the requirements of

Bachelor of Business Administration,
:MDU University, ROHTAK

UNDER GUIDENCE: SUBMITTED BY:

[Link] GIRDHAR YASH
BBA: 5m Semester

REGESTRATIONNO. 1817460061
University Roll no.

HINDU COLLEGE, SONIPAT

Session (2020-21)
CERTIFICATE
 PERSONAL MEMORANDA

1. Name Of The Project Consumer satisfaction towards

Bharati Airtel lirnited,(A cash
study of Balangir town).

2. Name Of The Student Krushna Chandra Meher

3. Name Of The College Rajendra (Auto) college, Balangir

4. College Roll No. : BC-16-101

5. Examination Roll No. : RC16COM058

6. Registration No. : 46841/16

7. Name of University : Sambalpur University

INTERNAL EXAMINER EXTERNAL EXAMINER

1
 -: DECLARATION:-
I KRUSHNA CHANDRA MEHER declare that the project entitled
"CONSUMER SATISFACTION TOWARDS BHARATI AIRTEL
LIMITED,(A CASH STUDY IN BALANGIR TOWN)" is my original
efforts & it has not been submitted to any organization or university other
than the institution for any purpose whatever. This project has been compiled
for fulfilling the partial requirement for the awarded of Under Graduate of
Commerce under Sambalpur University. The empirical Finding in this repost
are based on the information collected by me. Neither the same nor the
similar report has been submitted to any other organization.

KRUSHNA CHANDRA MEHER

2
 CERTIFICA TE

RAJENDRA AUTONOMOUS COLLEGE, BALANGIR

DEPARTMENT OF COMMERCE

ßiswajit Bebera

Guest Faculty in Commerce

This is to certify that the project reposts entitled, "CONSUMER

SATISFACTION TOWARDS BHARATI AIRTEL LIMITED,(A
CASH STUDY IN BALANGIR TOWN)" has been prepared by
KRUSHNA CHANDRA MEHER under my guidance & supervision.

Date: .

Place: .

(Biswajit Behera)

3
 ACKNOWLEDGEMENT:-
I am extremely thankful to Biswajit behera sir, for his kind
consent to supervise my work. The completion of my practical work
study and preparation of this report would not have been possible
without his guidance and timely advice. I pay my thanks to him for
giving me his valuable time even at odd hours and going through the
manuscript.

I am also thankful to our HOD Dr. D.P. Mahapatra and other

member of Dept. of commerce for their help and suggestion at
different stages of study.

A work is never a work of an individual. So a sense of gratitude

to the intelligence and co-operation of all people who have so easily
let me understand what I needed for time to time for completion of
the exclusive project.

I am also thankful to all the student who positively responded to

my questionnaire without whose co-operation, this dissertation
couldn't have been complotted.

KRUSHNA CHANDRA MEHER

4
 CONTENTS
Chapter 1
I. INTRODUCTION
I. I .OBJECTIVES OF THE STUDY
I .[Link] OF THE STUDY
[Link] METHODOLOGY
[Link] OF THE STUDY
[Link] OF THE STUDY

Chapter 2
2. CONSUMER SATISFACTION:AN OVERVIEW
[Link] OF CONSUMER SATISFACTION
[Link] OF CONSUMER SATISFACTION
[Link] OF CONSUMER SATISFACTION
[Link] AFFECTING CONSUMER SATISFACTION
[Link] CONSUMER SATISFACTION
[Link] OF MEASURING CONSUMER SATISFACTION

Chapter 3
3. COMPANY PROFILE
3. I .
INTRODUCTION
[Link]
[Link] OF AIRTEL
3.4. A WARD AND RECOGNITIONS

Chapter 4
4. DATA ANALYSIS AND INTERPRETATION

Chapter 5
S. FINDINGS,SUGGESTION AND CONCLUSION
S. I .FINDINGS
[Link]
[Link]

5
};> BIBLIOGRAPHY

• MAGAZINE
• WEBSITES
~ANNEXURE
• QUESTIONNAIRE
• LIST OF RESPONDENTS

6
 CHAPTER-1

INTRODUCTION

7
 INTRODUCTION

MOBILE PHONE

A mobile phone is a portable telephone that can make and receive calls over a
radio frequency link while the user is moving within a telephone service area. The
radio frequency link establishes a connection to the switching systems of a mobile
phone operator, which provides access to the public switched telephone network
(PSTN). Most modern mobile telephone services use a cellular
network architecture, and therefore, mobile telephones are often also called cellular
telephones or cell phones. In addition to telephony, 2000s-era mobile phones
support a variety of other services, such as text messaging, MMS, email, Internet
access, short range wireless communications (infrared, Bluetooth), business
applications, gaming, and digital photography. Mobile phones which offer these and
more general computing capabilities are referred to as smartphones.

The first handheld mobile phone was demonstrated by John F. Mitchell and
Manin Cooper of Motorola in 1973, using a handset weighing c. 4.4 lbs (2 kg). In
1983, the DynaTAC 8000x was the first commercially available handheld mobile
phone. From 1983 to 2014, worldwide mobile phone subscriptions grew to over seven
billion, penetrating 100% of the global population and reaching even the bouom of
the economic pyramid. ln first quarter of 2016, the Lop smartphone manufacturers
were Samsung, Apple, and Huawei (and "smartphone sales represented 78 percent
of total mobile phone sales")

8
MOBILE NETWORK OPERATOR IN INDIA

A mobile network operator or MNO, also known as a wireless service

provider, wireless carrier, cellular company, or mobile network carrier, is a provider of
services wireless communications that owns or controls all the elements necessary to
sell and deliver services to an end user including radio spectrum allocation, wireless
network infrastructure, back haul infrastructure, billing, customer
care, provisioning computer systems and marketing and repair organizations.

ln addition to obtaining revenue by offering retail services under its own brand,
an MNO may also sell access to network services at wholesale rates to mobile virtual
network operators.

A key defining characteristic of a mobile network operator is that an MNO must

own or control access to a radio spectrum license from a regulatory or government
entity. A second key defining characteristic of an MNO is that an MNO must own or
control the elements of the network infrastructure necessary to provide services to
subscribers over the licensed spectrum.

A mobile network operator typically also has the necessary provisioning, billing
and customer care computer systems and the marketing, customer care and engineering
organizations needed to sell, deliver and bill for services, however, an MNO can
outsource any of these systems or functions and still be considered a mobile network
operator.

India's telecommunication network is the second largest in the world by number of

telephone users (both fixed and mobile phone) with 1.179 billion subscribers as on 31
December 2018.

9
•!• AIRTEL

Bharti Airtel Limited founded by Sunil Bharti Mittal on July 7, 1995. Bharti
Airtel is an Indian global telecommunications services company based in New Delhi,
India. Airtel provides GSM, JG and 4G LTE mobile services. Il is largest mobile
network operator in India and the second largest in the world with 438.04 millions
subscribers. Airtel was named India's most valuablebrand. Airtel has acquired Telenor
India in May 2018 and is ai the last step of acquiring Tata Teleservices
Consumer mobile business

•!• VODAFONE IDEA LIMITED

Vodafone Idea Limited is India's second largest tclccom operator. It is

headquartered in Mumbai, Maharashtra. li has approximately 422 million customers as on
December 2018. On 31 August 2018, Vodafone India merged with Idea Cellular, and
was renamed as Vodafone Idea Limited. However, the merged entity continues using both
the Idea and Vodafone brand.

• !• BSNL

BSNL Mobile (formerly CellOne) is an Indian mobile network operator,

operated by the public enterprise BSNL. lt provides both pre-paid and post-paid mobile
services as well as many value added services. Il has approximately 113.34 million
customers as on December 2018. BSNL is an Indian state-owned telecommunications
company headquartered in New Delhi.

10
•:• RELIANCE Jio

Reliance Jio lnfocomm Limited, doing business as Jio, is a LTE mobile network
operator in India. It is a wholly owned subsidiary of Reliance industries headquartered
in Mumbai, that provides wireless 4G LTE service network. It has approximately
227.05 million customers as on December 2018.

•t• MTNL

Mahanagar Telephone Nigam Limited (MTNL) is a state-

owned telecommunications service provider in the metro cities of Mumbai and New Delhi in
lndia. It has 3.51 million subscribers in India. MTNL provides Voice, GSM, HSDPA
and CDMA service.

11
MOBILE NETWORK OPERATORS OF INDIA
AS ON 31 December 2018
MTNL

°"
JIO
~

- AIRTEL : 438.04 million

I I VODAFONE IDEA : 422 million

- JIO: 227.05 million
BSNL : 113.34 million
- MTNL : 3.51 million

12
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 Consumer satisfaction is the customer's perception that measures how products or
services supplied by a company meet or surpass a customer's expectations fully, efficiently
and promptly. Customer satisfaction is the summary of the opinion of the customer about the
products or services.

Balangir town is a Municipality city in district of Balangir, in

the state of Odisha, India. lt is also the headquarters of Balangir district. Balangir has
a rich cultural heritage. lt is also known as the cultural hub of Western Odisha. Balangir
had a population of 98,238. Males constitute 50,582 of the population and females
47,656. Communicative language of Balangir is Kosali and for education and official
purpose English, Hindi and Odia are mostly used.

The Present study aims at understanding the consumer satisfaction towards

mobile network operator airtel. The objective of the study is to know the satisfaction of the
consumer towards airtel. The study is confine to Balangir town.

1.1 OBJECTIVE OF THE STUDY

> To know why consumer prefer airtel.

> To know why consumer does not prefer airtel.
> To study of consumer satisfaction level on airtel.
~ To find out if consumers are satisfied and aware of the services and offers
provided by airtel.

> To know brand awareness of airtel telecommunication services.

> To know about users of telecommunication services(airtel) in local market
Balangir.

13
1.2 SCOPE OF THE STUDY
J.> The present study is in respect of mobile network operator of ainel. J.>
Present study is confined to Balangir town.

J.> Il is confined to consumer satisfaction aspect.

J.> The sample size is 50 respondents.

1.3 RESEARCH METHODOLOGY

J.> A blue print for the research was prepared for collection, measurement and
analysis of data.

J.> For the purpose of the present study, data from two sources has been collected
namely primary data and secondary data.

J.> A structured questionnaire was prepared for collecting of data through personal
interview.

J.> A sample size of 50 respondents was taken out of the 101al Airtel consumers. The
sample population was selected at randomly for the convenience of research.

J.> Il is basically descriptive in nature however certain statistical tools have been
used for collection, analysis and interpretation of data.

J.> The statistical tools used in the research are tabulation, percentage, graphs,
charts and diagrams for collection, analysis and interpretation of data.

14
1.4 LIMITATION OF THE STUDY

Ji,- The study is restricted only to airtel consumers in Balangir town.

Ji,- Few respondents answer was collected.

Ji,- Respondents concentrated where Lhe customers of AIRTEL only.

);:. Since the researcher selected only 50 sample size it is not sufficient 10 cover
opinion of entire popularion.

Ji,- Time duration in conducting the research is very less.

1.5 ORGANISATION OF THE STUDY

The repon of the study includes the following chapters namely:

• Chapter I includes introduction of various topics which is related 10 this

study and the step by procedure of lhe research methodology was
adopted to carry oui this study and its limitation.
• Chapter 2 contains an overview of the consumer satisfaction towards
bharati airel limited.
• Chapter 3 contains the complete company profile including
[Link] of business and services.
• Chapter 4 presents the organised dala in the form of [Link] &
[Link] data would then be analyzed using appropriale techniques.
• Chapter 5 presents the summary of lhe [Link] findings during the
[Link] conclusions and acceptable and comprehensive suggestions

15
 CHAPTER-3

COMPANY PROFILE

25
3.1 INTRODUCTION
 air-tel
THE SMARTPHONE NETWORK
India's largest telecom company. The 430+ million strong and growing airtel
family is built on strong values and code of ethics. Airtel is a name that connects India with
millions of people all over the world with millions of people in India. Today, this
telecom giant is amongst the most trusted telecommunication brands in the world.

Bharti Airtel Limited founded by Sunil Bharti Mittal on July 7, 1995. Bharti
Airtel is an Indian global telecommunications services company based in New Delhi, India.
lt operates in 17 countries across South Asia and Africa. Airtel provides GSM, 3G
and 4G LTE mobile services, fixed line broadband and voice services depending upon the
country of operation. lt is the largest mobile network operator in India and the second
largest in the world with 438.04 million subscribers as on December 20I8. Airtel was named
India's most valuable brand.

Founder
Sunil Bharti Mittal is an Indian entrepreneur, philanthropist and founder &
chairman of bharti enterprise, which has diversified interests in telecom, insurance,
real estate, malls, hospitality, agri and food besides other ventures. Bharti Airtel,
the group's flagship company is the world's third largest and India's
largest telecom company with operations in I 8 countries across Asia and Africa
with a customer base of over 350 million. Bharti Airtel clocked revenues of
over USD 14.75 billion in

26
FY2016. He is listed as the 8th Richest person in India by Forbes with a Net worth of
$7 Billion.

ln 2007, he was awarded the Padma Bhushan, India's third highest civilian honor. On
June 15, 2016, he was elected as Chairman of the International Chamber of
Commerce.

This company is the brainchild of Sunil Mittal, who has worked hard for his
company from when he assembled landline phones to his purchase of a cellular
network in India when it was just a fledgling concept, 10 making it a household
name within a span of a mere 20 years.

The company went through some amazing strategic planning. The goal was always
larger than life. Sun il Bharti Mittal rebranded all of his mobile telecorn ventures
under a single brand named Airtel in 2003. The company has grown to be India's largest
mobile operator, with consistent hard work and everyday innovation.

Airtel is the first Indian ielecom service provider to achieve Cisco Gold
Certification. It also acts as a carrier for national and international long distance
communication services. The company has a submarine cable landing station at Chennai,
with a connection to Singapore. With a market share of 24.7% in the Indian telephony
market. Aine) was named India's second most valuable brand in the first ever Brandz
ranking by Millward Brown and WPP pic.

27
Name Bharti Airtel Limited.

Bharti Airtel Limited is a leading global telecommunications company wit

operations in 16 countries across Asia and Africa. Headquartered in Ne
Delhi, India, the company ranks amongst the top 3 mobile servie
providers globally in terms of subscribers. ln India, the company's prod u
offerings include 2G, 3G and 4G wireless services, mobile commer
Business
fixed line services, high speed home broadband, DTH, enterprise service
Description
including national & international long distance services to carriers. ln th
rest of the geographies, it offers 2G, 3G, 4G wireless services and
mobil commerce. Bharti Airtel had over 445 million customers across it
operations at the end of Sep 2018. To know more pleas
visit, [Link]
Established July 07, 1995, as a Public Limited Company
!SIN INE397D01024

Proportionate Rs. 204,225 million (ended September 30, 2018-Audite

revenue Rs. 217,769 million (ended September 30, 2017-Audited) As per lnd·A
Accounts

Proportionate Rs. 63,433 million (ended September 30, 2018-Audite

EBITDA Rs. 80,037 million (ended September 30, 2017-Audited) As per lnd·A
Accounts
Shares in issue 3997.4 Mn shares as at September 30, 2018

Listings Bombay Stock Exchange Limited (BSE)

National Stock Exchange of India Limited (NSE)

Stock exchange NSE - BHARTIARTL

symbol BSE- 532454

India: 329,678,000 GSM mobile; 2,213,000 -Homes customers an

Customer base 14,779,000· Digital TV Services (status as on September 30, 201
Africa: 94,096,000 GSM mobile customers, SA: 2,428,000 mobil
customers (status as on September 30, 2018)
Bharti Airtel Limited
Registered (A Bharti Enterprise)
office Bharti Crescent, 1 Nelson Mandela Road,
Vasant Kunj, Phase li,
New Delhi • 110 070.

28
 Tel. No.: +91 11 4666 61 OO
Fax No.: +91 11 4666 6411

3.2HISTORY

ln 1984, Sun il Mittal started assembling push-button phones in India, which he

earlier used to import from a Taiwan company, Kingtel,
replacing the old fashioned, bulky rotary phones that were in use in the country
then. Bharti Telecom Limited (BTL) was incorporated and entered into a technical tie up
with Siemens AG of Germany for manufacture of electronic push button phones. By
the early 1990s, Bharti was making fax machines, cordless phones and other telecom
gear. He named his first push-button phones as 'Mitbrau'.

ln 1992, he successfully bid for one of the four mobile phone network licences auctioned
in india. One of the conditions for the Delhi cellular license was that the bidder have
some experience as a telecom operator. So, Mittal clinched a deal with the French
telecom group Vivendi. He was one of the first Indian entrepreneurs to identify the
mobile telecom business as a major growth area. His plans were finally approved by the
Government in 1994 and he launched services in Delhi in 1995, when Bharti
Cellular Limited (BCL) was formed to offer cellular services under the brand name
AirTel. Within a few years Bharti became the first telecorn company to cross the 2-
million mobile subscriber mark. Bharti also brought down the STD/JSD cellular
rates in lndia under brand name 'Indiaone',

ln 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular

operations to Karnataka and Andhra Pradesh. ln 2000, Bharti acquired control of
Skycell Communications, in Chennai. ln 200 I, the company acquired control of Spice
Cell in Calcutta. Bharti Enterprises went public in 2002, and the company was listed
on Bombay Stock Exchange and National Stock Exchange of india. In 2003, the cellular

29
phone operations were re-branded under Lhe single Airtel brand. ln 2004, Bharti
acquired control of Hexacom and entered Rajasthan.

ln 2005, Bharti extended its network to Andaman and Nicobar. This expansion allowed
it to offer voice services all across India.

Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in July 2004
becoming to the first operator in India to do so. The Airtel theme song, composed by
A.R. Rahman, was the most popular tune on that year.

ln May 2008, it emerged that Airtel was exploring the possibility of buying Lhe MTN
Group, a South Africa-based telecommunications company with coverage in 21
countries in Africa and the Middle East. The Financial Times reported that Bharti was
considering offering US$45 billion for a 100% stake in MTN, which would be
the largest overseas acquisition ever by an Indian firm. However, both sides emphasise the
tentative nature of the talks, while The Economist magazine noted, "If anything, Bharti
would be marrying up," as MTN has more subscribers, higher revenues and broader
geographic coverage. However, the talks fell apart as MTN Group tried to reverse Lhe
negotiations by making Bharti almost a subsidiary of the new company. ln May 2009,
Bharti Airtel again confirmed that it was in talks with MTN and the companies agreed
to discuss the potential transaction exclusively by 31 July 2009. Talks eventually ended
without agreement, some sources stating that this was due to opposition from Lhe South
African government.

ln 2009, Bharti negotiated for its strategic partner Alcatel-Lucent to manage the network
infrastructure for Lhe fixed line business. Later, Bharti Airtel awarded the three year
contract to Alcatel-Lucent for setting up an Internet Protocol access network across Lhe
country. This would help consumers access internet at faster speed and high quality internet
browsing on mobile handsets.

30
ln 2009, Airtel launched its first international mobile network in Sri Lanka. ln
June 2010, Bharti! acquired the African business of Zain Telecom for $10.7 billion
making it the largest ever acquisition by an Indian telecom firm. ln 2012. Bharti
tied up with Wal-Man, Lhe US retail giant. to start a number of retail stores across India.
ln 2014, Bharti planned to acquire Loop Mobile for ~7 billion (USSIOO million). but the
deal was called off later.

Bharti Airtel Limited ("Ainel"), the world's third largest mobile operator with
operations in 20 countries across Asia and Africa, today said that its Treasury
division has been adjudged as a highly commended winner of the Top Treasury Team
(Asia) Awards at the Adam Smith Asia Awards 2015.

31
3.3 STRATEGY OF AIRTEL

Our vision is to enrich the lives of our customers. Our obsession is to

VISION
win customers for life through exceptional experience.

OBJECTIVES Grow market share profítably. Accelerate non-mobile businesses.

VALUES Alive. Inclusive. Respectful.

• Grow share of new sman phones and 4G devices

• Acoelerate data penetrationvia intuitive pricing and innovation
• Build India's no. 1 Payments Bank through a "frugal and
dìgital" model
• Eliminate customer frustration through qualìly obsession
• Improve customer advocacy through granular planning and
communication
• Drive down unit cost per MB through leveraging multiple
technologies
• Grow 3G/4G data by encouraging consumption, bundling and
up gradation
• Grow post-paid through proposíuons. store experience and B2B
drive
• Acoelerate B2B through improved experìenoe
• Scale homes through high-speed broadband, low-cost access
and bundling
• Win DTH through dìsproportionate share of digitization
and innovation

• Drive down cost

• Lower costs and maximise sharing
• Cut waste by network re-design

• High-performance culture
• Grow talent through strong learning. mentoring and
succession planning

32
3.4 AWARDS AND RECOGNITIONS

FOR THE YEAR 2017-18

• Bharti Airtel ranked amongst top 1 OO firms in 'The World's Most Innovative
Companies' (2017) by Forbes.
• Bharti Airtel awarded the 'Best Risk Management Practice Award' in the Telecom
category at 'India Risk Management Awards' (2017).
• Bharti Airtel ranked second in Business World's 'Most Respected Companies' in India
survey (2017).
• Bharti Airtel ranked second in the annual Brandz 'Top 50 Most Valued Indian
Brands 2017' report. According to the study, Company's brand was valued at
US$
10.2 billion.
• Bharti Airtel named 'Aon Best Employer' in the 'Aon Best Employers - India
2017 Programme' at the 'Aon Best Employers India 2017 Learning Conference
and Awards'.
• Bharti Airtel bagged the 'Asia's Best Treasury and Finance Strategies, 2016' award
under the 'Best Hedging Strategy' category at the 'Corporate Treasurer Awards
2016'.
• Bharti Airtel won two awards in the categories of 'Broadband Product' and 'Marketing
Campaign' at the Economic Times Telecom Awards 2017.
• Bharti Airtel ranked second in '2017 Brand Finance India 100' an annual report on
the most valuable Indian brands. According to the report. the Company's brand
was valued at US$ 7,722 million.
• Bharti Airtel won in the 'Best Emerging Market Initiative' category at the 7th
Asia Communication Awards (2017) held in Singapore.
• Bharti Airtel won the 'Golden Peacock Award for Corporate Sustainability' for the
year 2017 at the 'Golden Peacock Awards Nile' in London (UK).
• Bharti Airtel won in the 'Best Wholesale Carrier (Global)' category at the Carriers
World Awards 2017 held in London, UK.

33
 019

2017

,m
-
f1N1AJ
= Airtel Payments Bank

became the first

-- - *.
payments bank in the
countryto go LIVE as
it rolled out services
~
- ..

-
 nationally.

Airtel launched 'ProjectNext'.aiming to transform

customer experience across its services and
touch points. This included the first set of digital
innovations· introduction of Next Gen Airtel Store,
Ne"11version of My Airtel App and Aîrtel's postpaid
promise with 'data rollover feature'.

Bharti Airtel Limited

020 Integrated Reportand Annual Financial Statements 2019-20

CONNECTING
HOMES.
TOUCHING
MILLIONS OF LIVES.
 -
~
•
••

1800 MHz Band allotted to 2019

Videocon Telecom in 6 circles
Successfully closed
13
USD 3.6 Bn Rights Issue

Launched Airtel Xstream,

a converged digital
entertainment application for
2017 mobile users, along with
India first Android based set-
Airtel Payments Bank top
became the first payments
box and on smart stick
bank in the country to
go LIVE as it rolled out
ln an industry first initiative,
services nationally
Airtel launched voice over
Wi-Fi service that leverages
Acquired Telenor India
innovative technology to
(an enterprise of Telenor
enhance indoor voice calling
South Asia Investments Pte
experiences
Limited)

Launched 1 Gbps 'Airtel

Completed the acquisition Xstream Fiber' with unlimited
ofTikona Digital Networks, ultra-fast broadband
making Tikona a wholly
owned subsidiary of Airtel
Wynk Music became #1 music
streaming app in India in
Announced the deployment
terms of Daily Active Users
of Massive Multiple-Input
based on App Annie Data
Multiple-Output (MIMO), in
partnership with Huawei . ... . .
Telecommunication India, as
part of Airtel's ongoing network 2020
transformation program
Airtel became first operator
. . . . . to launch 4G in 26 villages
located in tough terrains of
2018 upperLadakh

Launched an Industry first

exclusive rewards program Successfully closed USD 2 Bn
a i rtelTha nks QIP and USD 1 Bn FCCB, the
largest dual tranche Equity
Entered into a definitive and FCCB offering ever in
agreement with Tata Asia-Pacific, the largest QIP by
Teleservices Ltd. and Tata a private sector issuer in India
Teleservices (Maharashtra) Ltd. and the largest FCCB offering
for acquisition of their Consumer from an Indian issuer in the last
12 years
o <J
 the operator adjusted its network's quality based on their comments.

12 I Page

"t) ah
• On May 9, 2007, Warid in an advertisement in some daily newspaper stated that it would be
launching publicly on May 1 O, 2007. However, no call rate or any package details were
revealed. The advertisement included an announcement for the people interested to
buy Warid connections to bring the documents like ID card, etc., to the designated
franchise and customer care centers.

• On October 1, 2007, Warìd Telecom expanded its network to five more districts raising total
number of districts under Waríd coverage to 56, said a press release. Mymensingh,
Jamalpur, Sherpur, Rajbari and Narail towns were covered by Warid network.
• On November 10, 2007, 61 districts under Warid network coverage.

• On June 10, 2008, Warid Telecom expanded its network to 3 more districts Bandarban,
Khagrachhari and Rangamati. Now all 64 districts of Bangladesh are under Warid
network coverage meaning Warid Telecom now has nationwide coverage.

• On December 20, 2010, Warid Telecom was rebranded to airtel.

1. 7 Brand Airtel
Airtel was born free, a force unleashed into the market with a relentless and unwavering
determination to succeed. A spirit charged with energy, creativity and a team driven "to seize
the day" with an ambition to become the most admired telecom service provider globally.
Airtel has become one of the most preferable brands among the young people in just 12 months
of operations in Bangladesh.

1.8 Vision & Tagline

"By 20 I 5 Airtel will be the most loved brand, enriching the lives of millions."
"Enriching lives means putting the customer at the heart of everything we do. We will meet
their needs based on our deep understanding of their ambitions, wherever they are. By having
this focus we will enrich our own lives and those of our other key stakeholders. Only then
will we be thought of as exciting, innovation, on their side and a truly world class company."

Bl Page

"t) ah
1.9 Airtel Logo

The unique symbol is an interpretation of the 'a' in airtel. The

 -
~
•
••

~airt
1.13 SWOT Analysis

SWOT analysis is a strategic planning method used to evaluate the strengths, weaknesses,
limitations, opportunities, and threats involved in a project or in a business venture. It
involves specifying the objective of the business venture or project and identifying the
internal and external factors that are favorable and unfavorable to achieve that objective.

The SWOT analysis of Airtel BD ltd is shown below:

Strength Weakness

l. Global brand image

1. Limited coverage
2. Established management
2. Unstable network quality
3. Financially sound
3. Poor distribution channel in rural areas
2. Low call tariff
3. Instant cash back offer 4. Poor Edge/GPRS service
5. Lack of communication a.
26
4. Product availability
departments
5. Product segmentation for different type of
customers
6. Dedicated and customer oriented
employees

Opportunity
Threat
l. Adopting 3G, Wi-Max technology
l. Retention of customers
2. Growing population
2. Better quality service provided by other
3. Rural market and corporate customers
telecom companies
4. Capture more market share
3. Price wars with competitors
4. Government regulations and
political instability
5. Entry of new competitor in the market

27 I Page

irt
o ()
 CHAPTER-2
CONSUMER SATISFACTION:
AN OVERVIEW

16
 CONSUMER SATISFACTION: AN OVERVIEW

2.1 MEANING OF CONSUMER SATISFACTION

Consumer satisfaction is the customer's perception that measures how products or

services supplied by a company meet or surpass a customer's expectations fully,
efficiently and promptly. Customer satisfaction is the summary of the opinion of the
customer about the products or services.

Ln simple words, Customer satisfaction is "Getting what you want by Giving others what
they want".

Customer satisfaction is one of the main objectives of any organization. Every

organization tries to know the customer satisfaction about their products. So a study on
customer satisfaction helps the organization as well as me to gain a vast knowledge over the
real world tastes and preferences of customer.

Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer's expectations. ln general satisfaction is a person's feelings of
pleasure or disappointment resulting from comparing a products perceived performance
in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectations. lf the performance falls short of expectations, the customer is dissatisfied. lf

the performance matches the expectations, the customer is satisfied. If the
performance exceeds expectations, the customer is highly satisfied or delighted. Many
companies are aiming for high satisfaction because customers who are just satisfied still
find it easy to switch when a better offer comes along. Those who are highly satisfied are
much less ready to switch. High satisfaction or delight creates an emotional bond
with the brand, not just a rational preference. The result is high customer loyalty.

17
2.2 CONCEPT OF CONSUMER SATISFACTION

• Customer is the boss of the market.

• It's a leading indicator of consumer repurchase intentions and loyalty.

• It's a point of differentiation.

• It reduces customer churn.

• It increases customer lifetime value.

• It reduces negative word of mouth.

• It's cheaper to retain customers than acquire new ones.

• Customer dictates market trends and direclion.

• The organization is dependent on the customer and not the other way round.

• Customer satisfaction means loyalty towards the organization.

• The satisfied customers will help in bringing the new customers by the "word of

mouth".

2.3 LEVELS OF CUSTOMER SATISFACTION

l .Basic Needs (Dissatisfiers)

• A service that the customer takes for granted. He expects it to be present in the
product.

• Absence of this need will lead to dissatisfaction for the customer but the presence
of it will not lead to any satisfaction as such.

[Link] Needs (Satisfiers)

• It is a need or want of the customer which he specifically asks for.

• Better the performance more will be the satisfaction of the customer.

• These factors become the benchmarks in the competitive market.

18
 3. Excitement Needs (Delighrers)

• A delighter is an unspoken or unexpected requirement of a customer.

• lt leads to very high level of satisfaction or customer delight.

• Absence of delighters does not result in customer dissatisfaction while its

presence will enhance customer satisfaction.

2.4 FACTORS AFFECTING CUSTOMER SATISFACTION

Customer satisfaction is the overall impression of customer about the supplier and the
products and services delivered by the supplier.

Following are the importam factors that could affect customer satisfaction:

Department wise capability of the supplier.

• Technological and engineering or re-engineering aspects of products and

services.
• Type and quality of response provided by the supplier.

Supplier's capability to commit on deadlines and how efficiently they arc met.

• Customer service provided by the supplier.

• Complaint management.

• Cost, quality, performance and efficiency of the product.

Supplier's personal facets like etiquettes and
friendliness.
• Supplier's ability to manage whole customer life cycle.

• Compatible and hassle free functions and operations.

2.5 MEASURING CONSUMER SATISFACTION

ln today's global economy, it is the competition that decides the forces of buyers and
sellers. However, the customer-centric companies are measuring the level of
customer
19
satisfaction and factors that sharpen it. The marketing satisfaction is known as to what
is its image that a customer has.

This is possible only when the organisation gets a regular, reliable verifiable feedback
from the customers. This calls for, to repeat the correct measurement of consumer satisfaction
and take up appropriate action plan to improve it further. Any business needs
quantitative or quantifiable measurements for what is not measurable is not authentic and
verifiable.

Thus, no business house is able to run the business without actual quantitative sales
turnover, profitability inventory position and cash, flow position and the like. As
customer is the biggest asset of a business, without him or her, there cannot be any
business.

lt is measurement that provides specific information needed by the marketing organisation

to steer the company through uncertainties and troubled water.

Measurement of customer satisfaction provides multi-angled information or feedback, which

helps the marketing unit to en-cash upon. These are business related, customer
related, supplier- related, competitors-related, and performance related and the like.

The Business Related Provides:

i. Judging effectiveness of its business plan and the extent to which it is customer centric.

ii. Makes available quantified information on the number of customer lost, the amount
of business lost and loss of business volume and profit caused by customer decay.

iii. Satisfied customer is the extended marketing arm of the marketing organization.

iv. The customers hurt or dissatisfied will spread the facts which are having negative
impact on company.

20
v. A single unsatisfied customer can tum the table by poisoning the minds of at least
five customers.

vi. Only a portion of unsatisfied customers complain while the rest simply switch over
to other competitors.

vii. Loss of customer is loss of an opportunity and profitability.

viii. Customer satisfaction enhances the image of selling house where premium prices
can be charged.

ix. lt channelizes the organizational resources to bridge the yawning gap in customer
satisfaction.

The Customer Related:

i. The number of customers are lost.

ii. Which customers are lost.

iii. Why and to whom they are lost.

iv. The value that customer assigns to the product and service being supplied and
rendered.

v. Customer's decision making factors and relative weight-age assigned by a customer.

vi. Identifying customer needs and wants-and requirements.

vii. lt helps the marketing organisation to see through the eyes and [Link] of
customers to become customer centric.

The Supplier Related:

i. His strengths and weaknesses and equally of his competitors.

21
ii. Identification of his core competencies as perceived by lhe market on which
business strategies can be developed by the organization.

iii. Identification of weak areas needing top importance and aucnrion to regain the
ground.

iv. Image of organisation in different markets.

v. Customer's perception about management organization.

vi. Comparative position of marketing organisation as compared to bench-marking.

vii. Success rate of vending house in keeping the satisfied customers.

The Competitors Related:

i. The business lost to competitors with reasons.

[Link] measurement of strengths and weakness of various competitors and changing

lhe strategy accordingly.

iii. The actual posirion in ascertaining lhe relative position of competitors 10 bench
mark and 10 gei ready to kill the competition.

The Performance Related:

i. The opportunities for improving the existing programs, products and services.

ii. The actual cosi of customer turnover.

iii. The way the company is performing from lhe angle of customer.

iv. Sharpness of company's competitive edge and the ways to improve it

22
2.6 METHODS OF MEASURING CUSTOMER SATISFACTION

Managing customers' satisfaction efficiently is one the biggest challenge an

organization face. The tools or methods to measure customer satisfaction needs to be
defined sophisticatedly to fulfil the desired norms. There are following methods to measure
customer satisfaction:

[Link] Methods:
Directly contacting customers and getting their valuable feedback is very important.
Following are some of lhe ways by which customers could be directly tabbed:

a. Gelling customer feedback through third party agencies.

b. Informal Chat/Interview Visits to market consumer sector,

c. Gelling customer feedback through face 10 face conversation or meeting.
d. Feedback through complain! or appreciation tener,
e. Direct customer feedback through surveys and questionnaires,

[Link] Methods:

The major drawback of direct methods is that il turns oui 10 be very costly and requires
a loi of pre compiled preparations to implement For gelling the valuable feedbacks
the supplier totally depends on the customer due to which they looses options and
chances to lake corrective measure al correct time. Hence there are
other following indirect methods of gelling feedback regarding customer satisfaction:

a. Customer Complaints:

Customer's complaints arc the issues and problems reported by the customer to
supplier with regards to any specific product or related service. These complaints
can be classified under different segments according 10 the severity and
department. If the complaints under a particular segment go high in a specific
period of time then lhe performance of the organization is degrading in that
specific area or segment But if the complaints diminish in a specific period of

23
 time then that means the organization is performing well and customer satisfaction
level is also higher.

b. Customer Loyally:

It is necessarily required for an organization 10 internet and communicate with

customers on a regular basis to increase customer loyally. ln these interacuons
and cornrnunicarions il is required 10 learn and determine all individual customer

needs and respond accordingly. A customer is said 10 be loyal if he revisits supplier

on regular basis for purchases. These loyal customers are lhe satisfied

ones and hence they are bounded with a relationship with lhe supplier. Hence by
obtaining the customer loyally index, suppliers can indirectly measure customer

satisfaction,

24
 CHAPTER-4
DATA ANALYSIS

&

INTERPRETATION

38
 DATA ANALYSIS & INTERPRETATION

"PROFILE OF THE RESPONDENTS OF AIRTEL SUBSCRIBERS"

Table No.1
Profile of the respondents based on Gender.

GENDER NOOF PERCENTAGE

RESPONDENTS

Male 45 90%

Female 5 10%

TOTAL so 100%

Source: Question naire

Granh-1

PROFILE BASED ON GENDER.

100%
90% .

~
80% .

70%
""'
~ 60%
z
2 50%
::i 40% . ,-
~
.,."
o
30% ·
20%
10%

º" Male Female

GENDER
Source: Table No.1

INTERPRETA'J10N:

From above table it can be interpret that 90% of the respondents are male and the rest
are 10% female.

39
Table No.2
 the respondents based on age group.
Profi
le AGE GROUP NOOF PERCENTAGE
of RESPONDENTS

<18 yrs 3 6%

1810 29 yrs 38 76%

30 10 40 yrs 6 12%

>40 yrs 3 6%

TOTAL so 100%

Source: Questionnaire

Graph-2

PROFILE BASED ON AGE-GROUP

• <18 yrs
• 18 to 29 yrs
• 30 to 40 yrs
8>40 yrs

Source: Table No.2

INTERPRETATION:

From lhe above research interpret thai majority of the respondents are of lhe age group 18 to
29 years.

40
Table No.3

Profile of the respondents based on Occupation.

OCCUPATION NOOF PERCENTAGE

RESPONDENTS

Student 12 24%

Employee 18 36%

Businessmen 17 34%

Other 3 6%

TOTAL 50 100°/o

Source: Questionnaire

Graph -3

PROFILE BASED ON OCCUPATION.

• Student
• Employee

• Businessmen
Other

Source: Table No.3

INTERPRETATION:
From the above graph 36% of the subscribers are employee, 34% of the subscribers are
businessman, 12% of the subscribers are students and 6% of the subscribers are others.
lt is clear that large no of subscribers are employee.
41

Table No.4
Table on signalling at their area.
showing
the opinion Frequency Percentage (%)

Good signal 41 84%

Bad signal 9 16%

Total 50 100%

Source: Questionnaire

Grnph-4

Chart showing the opìníon on signal at their area.

SIGNAL
90
80
70
60
so
40 •Good

30 •Bad
20
10
o
1 2 3 4
Source: Table No.4

INTERPRETATION:

The table shows that 84% consumer's feel that signal of AIRTEL at their area is good,
remaining 16% of them feel that signal is noi good.

42
Table No.5

Table showing the opinion on customer care services

Frequency Percentage (%)

Satisfied 34 68

Not satisfied IO 20

Never used 6 12

Total so 100

Source: Questionnaire

Graph-5

Chart showing the opinion on customer care services

• Satisfied
• Not Satisfied

• Never Used

Source: Table No.5

INTERPRETATION:

The table shows that 68% of lhe customers are satisfied with lhe customer care services,
where as 20% are not satisfied and the remaining 12% doesn't use customer
care services.
43
Table No.6

Table showing the opinion on customer care employee's response to customer's

questions.

Frequency Percentage (%)

Good response 35 70

Bad response 15 30

Total 50 JOO

Source: Questionnaire

Grnph-6

Chart showing the opinion on customer care employee's response to

customer's questions

ªº" ..--
70%

60%
SO%
40%

30%
20%
10%

°" GOOO RESPONSE BAO RESPONSE

Source: Table No.6

INTERPRETATION:

The table shows that 70% of the customers say that customer care employees
response is good. remaining 30% say that the employees response was bad and
they were not satisfied.

44
Table No.7

Table showing whether customers use INTERNET services

Frequency Percentage (%)

Using 26 65

Not using 14 35

Total 50 100

Source: Questionnaire

Graph-7

Chart showing whether customers are using INTERNET services

35o/o
• USING
• NOT USING

Source: Table No.7

INTERPRETATION:

The table shows that 65% of the customers use internet remaining 35% don't use
internet services

45
Table No.8

Table showing opinion on INTERNET services

Frequency Percentage (%)

Satisfied 24 60

Not satisfied 16 40

Total 50 100

Source: Questionnaire

Graph-8

Chart showing opinion on INTERNETservices

Opinion on internet services

70%

60%

50%

40%

30%

20%

10%

°" Satisfie: :--,-~~

d
Not satisfied

Source: Table No.8

INTERPRETATION:

The table shows that 60% of the customers are satisfied with internet services remaining
40% are not satisfied with internet services

46
TableNo.09

Table showing whether offers are used by customers

Frequency Percentage (%)

Used 38 78

Not used 11 22

Total 50 100

Source: Questionnaire

Graph-09

Chart showing whether offers are used by customers

/
80
70
,
60
so
40 '
• offers are used by
30 /" customers
/

ri
20
10

o
used not
. . . .,
used

Source: Table No.09

INTERPRETATION:

The table shows that 78% of the respondent use offers where as the remaining 22%
docsn 't use.

47
Table No.10

Table showing opinion on offers used by customers

Frequency Percentage (%)

Satisfied 35 70

Not satisfied 7 12

Neutral 8 16

Total 50 100

Source: Questionnaire

Graph-10

Chart showing opinion on offers used by customers

• Satisfied

• Not Satisfied
e Neutral

Source: Table No.1 O

INTERPRETATION:

The table shows that 70% are satisfied with offers, l 2% are not satisfied and the
remaining 16% is neutral.

48
Table No.11

Table showing opinion on AIRTEL compared to other connection

Frequency Percentage (%)

Beu er 27 54

Not better 23 46

Total 50 100

Source: Questionnaire

Graph-Il

Chart showing opinion on AIRTEL compared to other connection

Better Not Better

Source: Table No.1 I

INTERPRETA 110N:

The table shows that 54% feel that AIRTEL is belier compared to other network
connection where as the other 46% feel the opposite.

49
Table No.12

Profile of the respondents based on overall rating

PARAMETERS NOOF PERCENTAGE

RESPONDENTS

Excellent 8 16%

Very Good 10 20%

Good 30 60%

Poor 2 4%

Very poor o 0%

TOTAL 50 100%

Source: Questionnaire

Graph-12

PROFILE OF THE RESPONDENTS BASED ON OVERALL RATING

70%

60%

50%

140%
~
~ 30%
i
20%

10%

Excellent very Good Good Poor very poor

Parameters

Source: Table No.14

so
INTERPRETATION:

From the above table it can be interpret that

• 60% of the respondent's rate good.

• 20% of the respondent's rate very good.

• 16% of the respondent's rate excellent.

• 4% of the respondent's rate poor.

From the above data it can interpret that by considering all factors like network, internet
speed,customer care, roaming service, etc the overall rating of Airtel is good.

51
 CHAPTER-5
FINDINGS, SUGGESTIONS

&

CONCLUSION

52
5.1 FINDINGS

This chapter deals with the major findings of the study which are as follows:

• !• Most people fell that AJRTEL signal is good.

• !• Only half of the people are satisfied with the customer care services.

• !• 30% of the people are not satisfied with the

customer care employees response.

• !• More than half of the people are satisfied with the Internet services.

• !• 40% of the people are not satisfied with the internet services.

• !• Most people were aware of the offers provided and many of them are using
more than one offer, and most of them are satisfied with the offers.

• !• Ln the offers provided, most of them are

using message offer 111

combination with other offer.

• !• Most of the people find that AIRTEL is better than other network.
• !• The overall rating of Airtel is good.

53
5.2 SUGGESTIONS

The main objective of every analysis is to find whether the customers are
satisfied with the services provided. Following are some of the suggestions
given for the improvement of the product and services.

•!• Most the people are satisfied with the offers provided but still some
of them suggested the following for betterment.

- Local and STD rates should be slashed down further.

- 1 palsa per second offer should be introduced.

- Customers feel that compared to other network services offers

provided are less.

- More slash ln ISO rates.

•!• Regarding the internet connection customers feel that the wireless
modem provided should be of more speed i.e., they want it to be as
speed as the landline modem.

•!• Even though many people are satisfied with the Network range but
people from remote areas of Balangir want improvement in the network
connection.

•!• Customers suggested to improve the customer care services and

the response given by the customer care employees should be
improved.

•!• Some suggested that the dialer tune services should be increased.

54
5.3 CONCLUSION

ln the conclude note of my research I am confident to say that the study

gave an opportunity to analyze various factors regarding customer satisfaction
towards airtel.

The sample size is very low so it is very difficult concluding it by saying

that it is the view of whole population.

The time provided for the research is less.

I have understood how a research study is to be conducted and prepare a

comprehensive report. So on and so forth the study has given me a lot of
exposure like meeting and talking with different people.

SS
 BIBLIOGRAPHY

MAGAZINES
• Business today
• lndia today

WEBSITES
• [Link]

• [Link]

• [Link]

• [Link]

• [Link] wi ki/Mobi lenetworkoperatorsofl ndia

56
 ANNEXURE
• QUESTIONNAIRE:

AIRTEL·· CUSTOMER SA TlSFACTION

l. Name:

2. Sex O Male O Female

3. Age O Below 18 yrs o 18 to 29 yrs O 30 to 40 yrs O Above 40 yr..

4. Address:----------------------

5. Profession; OS1udcn1 O Businessman O Employee O Other

6. Is AIRTEL's signal 01 your arca is good?

O Yes O No

7. Arc you satisfied with our cus10111c1· core services?

O Smisficd O Not satisfied O Never used

8. Does our customer care employees respond well for your questions?

O Good response O Bod response O Never used

9. Do you use Interner services?

O Yes O No O don't know that mternet connection was there

If yes. arc you sausfied with in1cme1 Yes O No O

services: I O. Opinion on inter services.

O Smisñed O Not satisfied O Never used

57
11. Areyou using any offers?

O Yes DNo

12. Are you satisfied with the offers?

O Satisfied O Not satisfied O Never used

13. Do you feel AIRTEL is better than any other connections?

O Better O Not belier

[Link] rating by customerabout

Airtel. O Excellent O Very Good
DGood O Poor O Very
Poor

[Link] suggestions: _

58
 • LIST OF RESPONDENTS

[Link]. NAME ADDRESS

I Bikash Bhoi Rajendra Pada, Balangir

2 Rakesh Naik Rajendra Pada, Balangir

3 Sapan Agrawal Rajendra Pada, Balangir

4 Chandan Nag Rajendra Pada, Balaogìr

5 Alok Ranjan sa Rajendra Pada, Balangir

6 Subrat Nag Santi Pada, Balangir

7 Barsha Bhoi Sami Pada, Balangir

8 Gayatri Padhan Santi Pada, Balangir

9 Dulachandra Mahala Santi Pada, Balangir

IO Malaya Ranjan Rana Sami Pada, Balangir

11 Shyam Dang Rugudi Pada, Balangir

12 Ranjan Sahoo Rugudi Pada, Balangir

13 Gobinda Yadav Rugudi Pada, Balangir

14 Subralochan Majhi Rugudi Pada, Balangir

15 Naresh Mishra Rugudi Pada, Balangir

16 Manoj Naik Radharani Pada, Balangir

17 Nitya Nanda Rout RadharaniPada, Balangir

18 Siva Reddy Radharani Pada, Balangir

19 Gopal Gaigaria Radharani Pada, Balangir

59
20 Papun Padhan Radharani Pada, Balangir

21 Ranjil Seth Sagar Pada, Balangir

22 Damodar Padhan Sagar Pada, Balangir

23 Rakesh Padhan Sagar Pada, Balangir

24 Mukesh Barik Sagar Pada, Balangir

25 Subash Badi Sagar Pada, Balangir

26 Gupteswar Sahoo Pratapsagar Pada , Balangir

27 Abhinandan Swain Pratapsagar Pada , Balangir

28 Sunil Behera Pratapsagar Pada , Balangir

29 Arya Behera Pratapsagar Pada , Balangir

30 S iraram Amat Pratapsagar Pada , Balangir

31 Manmahon Mishra Sud Pada, Balangir

31 Tulsi Rana Sud Pada, Balangir

32 Tuku Deep Sud Pada, Balangir

33 Prasama Dash Sud Pada, Balangir

34 Trilochan Sahu Sud Pada, Balangir

35 Abhishek Sahu Sud Pada, Balangir

36 Sebati Padhan Barpali Pada, Balangir

37 Subhashree Mishra Barpali Pada, Balangir

38 Rajkumar Sahu Barpali Pada, Balangir

60
39 Ashok Sahu Barpali Pada, Balangir

40 Sudhir Mcher Barpali Pada, Balangir

41 Sann Barik Thikadar Pada, Balangir

42 Snnjay ßhoi Thikadar Pada, Balangir

43 Madhusudhan Padhan Thikadar Pada, Balangir

44 Abhaya Mishra Thikadar Pada, Balangir

45 Manoranjnn Horn Jagannath Pada, Balangir

46 Ranjan Khcti Tikra Pada , Balangir

47 Ramesh Das Tikra Pada , Balangir

48 Dasaratha Padhan Tikra Pada, Balangir

49 Divya Mishra Tikra Pada , Balangir

50 Subhalnkshmi Das Tikra Pada , Balangir

61