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DECLARATION

I Akash, hereby declare that this Mini Project report is the record of authentic
work carried out by me during the period from January to MARCH 2022 and
has not been submitted to any other university or institute for the award of any
degree/diploma etc.

AKASH SINGH

DATE:

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ACKNOWLGEMENT

I take this opportunity to express my deep sense of gratitude, thanks and regards towards
all those who have directly or indirectly helped me I the successful completion of this
project. I present my sincere thanks to Prof. Jitendra Singhal who has sincerely
supported me with the valuable insights into the completion of this project.

I am grateful to all my friends who have helped me in the successful completion of this
project.

Last but not the least I am indebted to my parents who provided me their time, support
and inspiration needed to prepare the project report.

DATE:

PLACE:

PREFACE

Many students may have done work on this project in different ways. I have also tried to
work on this project in different ways.

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It was for the first time I got the opportunity to work in such a prestigious and well
known organization and things which I have experienced in my training time are going
to help me throughout my lifetime. I have worked on this project with great enthusiasm
and zeal. I have tried to cover almost all the things which I have experienced and learned
from company management.

No doubt at present the working atmosphere is fine but it needs some alteration keeping
in mind this view; I have suggested some improvements/ suggestions.

AKASH SINGH

INDEX

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Topic Page no.

CHAPTER- I : Introduction 1-6
• Introduction
• Objectives of the study
• Need of the Study
• Scope of the Study
• Methodology of the study
• Limitations of the study
7-12
CHAPTER- II :
• Company profile
13-16

CHAPTER-
III 17-24
• Theoretical frame work of the Study 25-27

CHAPTER IV
28-29
• Data analysis and Interpretation

CHAPTER – V

• Findings & Suggestions

ANNEXTURE
• Bibliography

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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

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CHAPTER –I

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INTRODUCTION

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It

is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as <the number of customers,
or percentage of total customers, whose reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals.

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy.

Customer satisfaction, a term frequently used in marketing, is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as <the number of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals.= It is seen as a key performance indicator within business and is often
part of a Balanced Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has become
a key element of business strategy. <Within organizations, customer satisfaction ratings can
have powerful effects. They focus employees on the importance of fulfilling customers8
expectations. Furthermore, when these ratings dip, they warn of problems that can affect
sales and profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly
effective.= Therefore, it is essential for businesses to effectively manage customer
satisfaction. To be able do this, firms need reliable and representative measures of
satisfaction.

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PURPOSE

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty.= [1] <Customer satisfaction data are among the most frequently
collected indicators
of market perceptions. Their principal use is twofold:=

A business ideally is continually seeking feedback to improve customer satisfaction.

1.<Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company9s goods and services.=

2.<Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm9s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes.=

On a five-point scale, <individuals who rate their satisfaction level as 859 are likely to
become return customers and might even evangelize for the firm. (A second important
metric related to satisfaction is willingness to recommend. This metric is defined as <The
percentage of surveyed customers who indicate that they would recommend a brand to
friends.= When a customer is satisfied with a product, he or she might recommend it to
friends, relatives and colleagues. This can be a powerful marketing advantage.) <Individuals
who rate their satisfaction level as 81,9 by contrast, are unlikely to return. Further, they can
hurt the firm by making negative comments about it to prospective customers. Willingness
to recommend is a key metric relating to customer satisfaction.

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IMPORTANCE OF CUSTOMER SATISFACTION

1.A Loyal customer is a treasure you should keep and hide from the world. [Link] can stop
being your clients in a heartbeat.

[Link] satisfaction is a factor that helps you stand out of the competition. [Link]
customer experience can take your brand places.

[Link] great customer service will satisfy both you and your targets. They get
proper service,

You get a proper revenue and everyone is happy.

We are one of India9s 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

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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.

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

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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.

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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.

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.

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Sample Size: 80

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.

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CHAPTER –II

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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 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

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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 2021 Airtel will be the most admired brand in India:
❖ Loved by more customers
❖ Targeted by top talent
❖ Benchmarked by more businesses

INCLUDEPICTURE
"[Link] commas
[Link]" 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
<[Link] commas
[Link]"
\*MERGEFORMATINET )=

Bharti's Mission
To be globally admired for telecom services that delight customers.

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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

SERVICES
❖ Mobile- Prepaid Postpaid (2G,3G,4G).
❖ Home Phones 4 Fixed Line - Fixed Wireless Phones
❖ Broadband & Internet
❖ Calling Cards
❖ Wireless Internet 4 Data Card - USB Modem ❖ Airtel Digital Tv (DTH).

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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 4 carriers (long distance services) and
services top corporates. All these services are provided under the Airtel brand

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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 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 785 million as on July 2021. 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.

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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.

THREATS
❖ Foreign investment

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❖ Global trends moving from [Link] 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

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

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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 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.

CHAPTER-III

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THEORETICAL FRAME WORK

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in

marketing.
It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as <the number of customers,
or percentage of total customers, whose reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals.

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

Customer satisfaction, a term frequently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as <the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals.=
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy. <Within organizations, customer satisfaction ratings can have powerful
effects. They focus employees on the importance of fulfilling customers8 expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales and
profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly
effective.= Therefore, it is essential for businesses to effectively manage customer
satisfaction. To be able do this, firms need reliable and representative measures of
satisfaction.

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PURPOSE

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty.= [1] <Customer satisfaction data are among the most frequently
collected
indicators of market perceptions. Their principal use is twofold:=

A business ideally is continually seeking feedback to improve customer satisfaction.

1. <Within organizations, the collection, analysis and dissemination of these data

send a message about the importance of tending to customers and ensuring that
they have a positive experience with the company9s goods and services.=

2. <Although sales or market share can indicate how well a firm is performing
currently, satisfaction is perhaps the best indicator of how likely it is that the
firm9s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes.=

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On a five-point scale, <individuals who rate their satisfaction level as 859 are likely
to become return customers and might even evangelize for the firm. (A second important
metric related to satisfaction is willingness to recommend. This metric is defined as <The
percentage of surveyed customers who indicate that they would recommend a brand to
friends.= When a customer is satisfied with a product, he or she might recommend it to
friends, relatives and colleagues. This can be a powerful marketing advantage.) <Individuals
who rate their satisfaction level as 81,9 by contrast, are unlikely to return. Further, they can
hurt the firm by making negative comments about it to prospective customers. Willingness
to recommend is a key metric relating to customer satisfaction.

IMPORTANCE OF CUSTOMER SATISFACTION

1.A Loyal customer is a treasure you should keep and hide from the world. [Link]
can stop being your clients in a heartbeat.

3. Customer satisfaction is a factor that helps you stand out of the competition.
[Link] customer experience can take your brand places.

4. Providing great customer service will satisfy both you and your targets. They get
proper service,

You get a proper revenue and everyone is happy.

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❖ 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

CHAPTER IV

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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

Signal, Good
Signal
Signal, 65

Signal, Bad
signal, 15

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

The above table shows that 81% consumer9s feel that signal of AIRTEL at their area
is good, remaining 19% of them feel that signal is not good.

2. Table showing the opinion on customer care services

Frequency Percentage (%)
Satisfied 45 56

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Not Satisfied 25 31
Never Used 10 16
Total 80 100

Table 4.2

Chart Showing the Opinion on Customer Care Services

Customer Care
Customer Care Service
Service,
Satisfied , 45

Customer Care
Service, Not
Satisfied, 25

Customer Care
Service, Never
Used, 10

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% doesn9t use customer care
services.

3. Table showing occupation of different users

Occupation Users Percentage

Student 33 41

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

Series1
Series2

Interpretation:

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

4. Table showing whether customers use INTERNET services

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

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Using Internet
Using Internet Connection
Connection,
Using, 65

Using Internet
Connection,
Not Using, 15

Chart 4.4

Interpretation:

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

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

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30

25

20

15
Series1

10

0
Advertisement Scheme Connectivity Goodwill

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.

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

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total 80 100

Series1
Series2

Interpretation:

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

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

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

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Cards, Prepaid, Cards

69

Cards, Postpaid,
31

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.

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

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Once
Twice
More
Not Even Once

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.

CHAPTER- V

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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.

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.

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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.
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?

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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
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 4Philip Kotler & Kevin keller edition 12

Websites:
➢ [Link]
➢ [Link]

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