lDECLARATION

I Mandeep Singh studying in Punjabi university school of Business Studies, Talwandi

Sabo

do hereby declare that this project report relating to CUSTOMER SATISFACTION

TOWARDS AIRTEL AND VODAFONE. Has been prepared by me after completing my
project in the same, as part of the requirements of the MBA program of Punjabi university.

Date

MANDEEP SINGH

Place: Talwandi sabo

ROLL NO. 627

CERTIFICATE

This is to certify that Mandeep Singh, student of University School of Business Studies has
completed his project on the topic of CUSTOMER SATISFACTION TOWARDS AIRTEL AND
VODAFONE. Under the supervision and guidance of SANDEEP KUMAR Assistant Professor of
University School of Business Studies. To best of my knowledge the report is original and has not copied
or submitted anywhere else. It is an independent work done by his.

PROJECT UNDER
Assist.Prof: SANDEEP KUMAR
University School of Business Studies
Talwandi Sabo

ACKNOWLEDGEMENT

When I embarked this project, it appeared to me as onerous task. Slowly as I progressed I did realized that
I was not alone after all.
I wish to express my gratitude to USBS, FACULTY MEMBER, Program coordinator who have extended
their kind help, guidance and suggestion without which it could not have been possible for me to
complete this project report.
My sincere thanks to my all entire faculty members and all staff members for offering me all kinds of
support and help in preparing the project.
I am deeply indebted to my guide for not only his valuable and enlightened, guidance but also for the
freedom he rendered me during this project work.
I am thankful to my classmates, well-wishers who with their magnanimous and generous help and support
made it a relative easier affair. My heart goes out to my parents who bear with me all the trouble I caused
then with smile during the entire study period and beyond.

MANDEEP SINGH

CHAPTER -1
INTRODUCTION

Customer satisfaction
Customer satisfaction is a marketing term that measures how products or services supplied by a
company meet or surpass a customer's expectation. Customer satisfaction is important because
it provides marketers and business owners with a metric that they can use to manage and
improve their businesses.
Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSat. 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. In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
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 customers' 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.
"In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,

might receive a lower satisfaction rating than a budget moteleven though its facilities and
service would be deemed superior in 'absolute' terms.
The importance of customer satisfaction diminishes when a firm has increased bargaining power.
For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry
that is an oligopoly, where only a few suppliers of a certain product or service exist. As such,
many cell phone plan contracts have a lot of fine print with provisions that they would never get
away if there were, say, 100 cell phone plan providers, because customer satisfaction would be
far too low, and customers would easily have the option of leaving for a better contract offer.

INTRODUCTION ABOUT AIREL

Airtel is a brand of telecommunication service in India operated by Bharti Airtel. Aitrel is the
largest cellular service provider in India in terms of number of subscribers. Bhari Airtel owns the
Airtel brand and provides he following services under the brand name Airtel: Mobile Service
(using GSM Technology ), Broadband

and telephone service (fixed line, internet

connectivity(DSL) and leased line), long distance service and enterprise services
(Telecommunications onsulting for corporate). It has presence in all 23 circles of the country
andcovers 71% of current population . Leading international telecommunication companies such
as Vodafone and SingTel held partial stakes in Bharti Airtel.
Bharti Airtel Limited is an Indian global telecommunications services company headquartered
in New Delhi, India. It operates in 20 countries across South Asia, Africa, and the Channel
Islands. Airtel provides GSM, 3G and 4G LTE mobile services, fixed line broadband and voice
services depending upon the country of operation. It is the largest mobile network operator in
India and the third largest in the world with 325 million subscribers. Airtel was named India's
second most valuable brand in the first ever Brandz ranking by Millward Brown and WPP plc.
Airtel is credited with pioneering the business strategy of outsourcing all of its business
operations except marketing, sales and finance and building the 'minutes factory' model of low
cost and high volumes. The strategy has since been adopted by several operators. Airtel's
equipment is provided and maintained by Ericsson and Nokia Solutions and Networks whereas
IT support is provided by IBM. The transmission towers are maintained by subsidiaries and joint
venture companies of Bharti including Bharti Infratel and Indus Towers in India. Ericsson agreed
for the first time to be paid by the minute for installation and maintenance of their equipment
rather than being paid up front, which allowed Airtel to provide low call rates of 1/minute
(US$0.02/minute).
Airtel: A Global Indian Brand

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. The companys modest journey from a regional operator limited to the city of Delhi
to second largest mobile operator in the Asia Pacific region is nothing short of inspiring.

History
From the humble beginnings in the Indian telecom industry in 1986; Airtel has its roots in Bharti
Telecom Limited. Founded in 1986 by Sunil Bharti Mittal, the company was the first in India to
offer push button telephones, when the rest of the country was still using rotary phones.
The first partnership they had was with Siemens AG of Germany, and they started making pushbutton landlines in India rather than importing it from Taiwan, as it used to be before.
The company then went on to launch various telecom technologies to the Indian market and had
innovation at its heart. Going on to acquire license to build a cellular network in Delhi, Bharti
Telecom Limited laid the ground work for the mobile operations of the company in the year
1992. It began operations in Delhi in the year 1995 as Bharti Tele-Ventures. The service was
extended to various other states by various acquisitions and partnerships.
Founder

This company is the brainchild of Sunil Mittal, who has worked hard for his company from when
he assembled landline phones to his puschase of a cellular network in India when it was just a
fldgeling concept, to making it a household name within a span of a mere 20 years.
Company Profile
The company went through some amazing strategic planning. The goal was always larger than
life. Sunil Bharti Mittal rebranded all of his mobile telecom ventures under a single brand named
Airtel in 2003. The company has grown to be Indias largest mobile operator, with consistent
hard work and everyday innovation.

Airtel had always adopted various cutting edge strategies to be one step ahead of competition.
From acquiring regional operators in its early years, rebranding entire operations under one
umbrella to outsourcing activities to various corporations, Airtel always set standards in the
industry.
They are the only company who has every part of its operation except marketing, sales and
finance and building the 'minutes factory' model of low cost and high volumes, outsourced. Their
equipment partner is Ericsson, and Nokia and IT support is provided by IBM.

Airtel built a smart Minutes Factory model aiming at low cost and high volume output. By
outsourcing daily operations and retaining core functions like finance, sales, marketing and
management, the brand built sustainable business model that worked wonders over a period of
time for the company. The CEO of the company right now is Gopal Vittal,and the Chairman and
Managing Director is Sunil Mittal, the man himself.
Global Expansion
Airtel operates in India, Sri Lanka, Bangladesh, a few countries in African continent and
the Channel Islands. They are one of the largest mobile operator network in the world in terms of
subscribers, and has a commercial presence in over 20 countries. Its area of operations include:

The Indian Subcontinent:

Airtel India, in India

Airtel Sri Lanka, in Sri Lanka

Airtel Bangladesh, in Bangladesh

Airtel Africa, which operates in 17 African countries:

Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the Congo, Gabon,
Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Seychelles, Sierra Leone,
Tanzania, Uganda and Zambia.

The British Crown Dependency islands of Jersey and Guernsey, under the brand name
Airtel-Vodafone, through an agreement with Vodafone.

Marketing Strategies

In 2004, Airtel went ballistic with glitzy ideas. The collaboration with world famous music
composer A R Rahman brought about their theme song which was an instant hit among
subscribers. The tune went on to make a unique place in Airtels history. The company rebranded
itself in 2010 with a new logo and a new theme song to establish global identity.

Today, company offers various products such as 2G, 3G and 4G wireless services, High Speed
Internet, Fixed line telephony and DTH services. In a span of 19 years, the company went from
offering mobile telephony services in one city in India to expanding its operations in over 20
countries.

Being 4th largest mobile operator in the world with a subscriber base of over 250 million, the
story of Airtels success will forever motivate those who dare to dream.

INTRODUCION ABOUT VODAFONE

Vodafone India Ltd. is the second largest mobile network operator in India by subscriber base,
after Airtel with a market share of 18.42%. It is headquartered in Mumbai, Maharashtra. It has
approximately 185 million customers as of June 2015. It offers both prepaid and postpaid GSM
cellular phone coverage throughout India with better presence in the metros. Vodafone India
provides services on basis of 900 MHz and 1800 MHz digital GSM technology. Vodafone India
launched 3G services in the country in the JanuaryMarch quarter of 2011 and plans to spend up
to $500 million within two years on its 3G networks. It has already launched its 4G services in
Mumbai from February 2016 and plans to expands its network to various cities from March
2016.

Vodafone India is a 100% subsidiary of Vodafone Group. It commenced operations in 1994 when
its predecessor Hutchison Telecom acquired the cellular license for Mumbai. Brand Vodafone
was launched in India in September 2007, after Vodafone Plc. acquired a majority stake in
Hutchinson Essar in May 2007. From a single operation base with 31 million customers, the
company has expanded its operations across the country to cover all 22 telecom circles and
service 180 million customers. This journey is a strong testimony of Vodafone's commitment and
success in a highly competitive and price sensitive market.
Vodafone India Limited Mission
Vodafone Group Vision
Our Vision is to be the communication leader in an increasingly connected world.
Vodafone India Mission
Vodafone will enhance value for its stakeholders and contribute to society by providing our
customers with innovative, affordable and customer friendly communications services.
Through excellence in our service we aspire to be the most respected and successful
telecommunications company in India.
SWOT ANALYSIS
SWOT Analysis is a strategic planning method used to evaluate the Strengths, Weaknesses,
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 achieving that objective. The technique is credited to Albert
Humphrey, who led a research project at Stanford University in the 1960s and 1970s using data
from Fortune 500 companies.

Strengths

Weaknesses

Leadership Position

Centralized Control Low

Flexibility

Global Brand Strength

Internal

External

High Consumer churn rates

High Geographical reach

Opportunities

Threats

Expanding marketing boundaries

Increased Competition

Growth through 4G

Emergencies of Low cost

Strategic Alliances

Brands

SWOT ANALYSIS OF VODAFONE

Strengths:
The main strength of Airtel and Vodafone within the telecommunications market lies in
its brand image and recognition. Airtel and Vodafone, having established a global presence and
having invested highly in marketing a differentiated image by promoting a Airtel and Vodafone
life style, currently enjoys a differentiating advantage that, if exploited properly, can offer a lead
in competition. The presence of Airtel and Vodafone in numerous countries within in all part of
the world enhances this image. It allows customers to travel and enjoy easily the services of their
home country operator. In the few countries that

Airtel and Vodafone is not physically present

it has well established strategic alliances which allow for a better service of mobile clients.
Weaknesses:
The expansion of Airtel and Vodafone has been completed at the expense of direct
control of its operations. The company grew through a process of acquisitions of national
telecommunications companies rather than organic growth. This increased its subscribers base
quickly, offering direct market knowledge and immediate additions of customer bases at the

expense of direct effective control of the subsidiaries. This has resulted in the neglect of local
markets and local differences, allowing market share to be gained by smaller local competitors.

Opportunities:
The telecommunications market, even though highly saturated in some regions offers
great potential due to the ageing population and the sophistication of the consumers. It offers
great opportunities through a careful market segmentation and exploitation of particular
profitable segments. Different strategies should be pursued simple phones and simplified
pricing plans to the ageing population and more updated, sophisticated solutions for younger
generations. The expanding Boundaries of the market could provide further opportunities by
allowing Airtel and Vodafone to enter more aggressively into fixedline service and to better
enjoy the benefits of its high investment in 4G technology. This could further be enhanced to
avoid being a lateentrant in this new method of distribution which offers access to a wide
potential customer base.
INRODUCION OF THE TOPIC
BACKGROUND
The project is an extensive report on how the Airtel and Vodafone company satisfied his
customer with his own mobile internet services and how he companies has been able in talking
the present tough competition ad how is scooping up by the allegations of the quality of its
service. The repot begins with the history of the product and introduction of Airtel company.
This report shows a both companies mobile interne service regarding the customer preference in
the project included some findings also why the customer mostly preferred in choose one
company mobile internet packs.
In todays world of cutthroat fierce competition, it is very essential to not only exist but also to
excel in the market. Todays market is enormously more complex. Hence fourth, to survive in the
market, he company not only need needs to maximize its profit but also need to satisfy its
customers and should try to build upon from there.

CHAPTER-2
REVIEW OF LITERATURE

CHAPTER-3
RESEARCH METHODOLOGY

Objective of the study

To study the satisfaction level of customer about Airtel and Vodafone
To find out the reason customer dissatisfaction.
To find out which company provide best offers.
To give suitable suggestions to improve satisfaction level of customer.

RESEAECH METHODOLOGY
Introduction:
Marketing research means the systematic gathering, recording, analyzing of data about
problems relating to the Airtel and Vodafone service
METHODOLOGY ADOPTED:
Research methodology is a way to systematically solve the research problem. Here we study the
various steps generally adopted by the researcher in studying the research methods to continue a
part of research methodology.
In this research, both Primary and Secondary data taken into consideration. The project would be
executed through primary data i.e. questionnaires, discussion with various age groups of
customers, information from internet datas.
Primary data: - This is those, which are collected as fresh and for the first Time, and
thus happen to be original in character. There are many ways of data collection of
primary data like questionnaire, observation method, interview method, through
schedules, distributors audit, consumer panel etc.
Secondary data: - These are those data, which are not collected afresh and are used
earlier also and thus they cannot be considered as original in character. There are many
ways of data collection of secondary data like publications of the state and central govt.,
website, journals, companies reports, reports prepared by researchers, reports of various
associations connected with business, Industries etc. For this project secondary data was
taken from companys websites.
RESEARCH DESIGN:
1
2
3
4
5
6

Type of research: Descriptive research design

Sources of data: Primary Data & Secondary Data
Primary Data Questionnaire
Secondary Data Websites
Data collection method: Survey Method,Questionnare
Survey Instrument: Questionnaire (Closed and Open Ended)

Method of communication: Collect the data through survey of the

8
9

customers of Airtel and Vodafone

Sample size: 100
Sample unit: Here the researcher has randomly selected the respondents

of the Bathinda and Talwandi Sabo

10 Sampling Design: Convenient sampling (sample collection)

NEED OF STUDY
To study the customer satisfaction among the company.
To study the competition between the Airtel and Vodafone in the market.
Both companies providing day to day best offers to attract the customer but customers
are satisfy or not.

SCOPE OF STUDY:
There are many benefits related to take this study. Some of the benefits of taking this study are as
follows:
By analyzing this information, the company would be able to better design schemes &
services & target right prospects needs & wants.
More people will get aware about Airtel and Vodafone that will increase profit level of
Airtel and Vodafone.

This study helps to identify the behavior and satisfaction of consumer when there are no
offers & schemes from Airtel and Vodafone.

CHAPTER-4
DATA
ANALYSIS
&

INTERPRETATION

Frequency Table

Age
Cumulative
Frequency
Valid

Percent

Valid Percent

Percent

17-25

81

81.0

81.0

81.0

25-33

13

13.0

13.0

94.0

6.0

6.0

100.0

100

100.0

100.0

more than 33
Total

Interpretation : In the given figure it is observed that 81% respondents between 17-25 years ,
13% respondents are 25-33 years , 6% respondents are more than 33 years .

Gender
Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Male

77

77.0

77.0

77.0

Female

23

23.0

23.0

100.0

Total

100

100.0

100.0

Interpretation :In the above figure it is observed that 77% respondents are Male and 23 %
respondents are Female.

Which service are you subscribing?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Airtel

50

50.0

50.0

50.0

Vodafone

50

50.0

50.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 50% respondents are using Airtel, and 50%
respondents are using Vodafone

How long have you used this connection?

Cumulative

Valid

Frequency Percent

Valid Percent Percent

0-1 year

21

21.0

21.0

21.0

1-2 year

35

35.0

35.0

56.0

3-4 year

27

27.0

27.0

83.0

More than 4 year 17

17.0

17.0

100.0

Total

100.0

100.0

100

Interpretation :In the above figure it is observed that 21% respondents are using their
connection from 0-1 year, 35% respondents are using their connection from 1-2 years, 27%
respondents are using their connection from 3-4 year and 17 respondents are using their
connection from more then 4 years.
How do you recharge your mobile connection?
Cumulative
Frequency Percent

Valid Percent Percent

Valid By internet 28

28.0

28.0

28.0

By retailer 72

72.0

72.0

100.0

Total

100.0

100.0

100

Interpretation :In the above given table it is observed that 28% respondents are use internet,
72% respondents are aware by retailers.

From where you come to know about this mobile service?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

word of mouth

54

54.0

54.0

54.0

By retailer

29

29.0

29.0

83.0

Newspaper

6.0

6.0

89.0

By TV advertisement 11

11.0

11.0

100.0

Total

100.0

100.0

100

Interpretation :In the above figure it is observed that 94% respondents know the mobile service
from word of mouth, 29% respondents know the mobile service by retaiter,6% respondents come
to know from newspaper, and 11% respondents come to know by TV advertisement.

While purchasing a connection tariff plans plays any role?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Yes

88

88.0

88.0

88.0

No

12

12.0

12.0

100.0

Total

100

100.0

100.0

Interpretation :In the above table it is observed that 88% respondents agree with tariff plan and
12% respondents are disagree.

Are you satisfied with the availability of service by your mobile

connection?
Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Yes

89

89.0

89.0

89.0

No

11

11.0

11.0

100.0

Total

100

100.0

100.0

Interpretation :In the above table it is observed that 89% respondents are satisfied with the
mobile connection while other 11% are not satisfied.

Your mobile internet service is impressive ?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Strongly agree

29

29.0

29.0

29.0

Agree

58

58.0

58.0

87.0

Neutral

12

12.0

12.0

99.0

Disagree

1.0

1.0

100.0

Total

100

100.0

100.0

Interpretation :In the above table it is observed that 29% respondents are strongly agree with
the service impression, 58% respondents are agree with the service impression

12 %

respondents are neutral with the service impression ,1% respondents are disagree with the service
impression.

You are loyal towards yours mobile internet?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Strongly agree

13

13.0

13.0

13.0

Agree

56

56.0

56.0

69.0

Neutral

29

29.0

29.0

98.0

Disagree

2.0

2.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure 13% respondents are strongiy disagree, 56% are agree 29%
are neutral and 2% are disagree are loyal towards mobile internet.

How would you rate the experience with Brand?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Excellent

21

21.0

21.0

21.0

Good

59

59.0

59.0

80.0

Average

20

20.0

20.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure 21% respondents are excellent, 59% respondents are good,
20% are average in the experience with brand.
Internet
Cumulative

Valid

Frequency

Percent

Valid Percent Percent

highest rank

29

29.0

29.0

29.0

second highest rank

59

59.0

59.0

88.0

third highest rank

12

12.0

12.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 29% respondents are higest ranked, 59%
respondents are secondly, Highest ranked, 12% respondents are third highest ranked

Roaming facility
Cumulative

Valid

Frequency

Percent

Valid Percent Percent

highest rank

3.0

3.0

3.0

second highest rank

6.0

6.0

9.0

third highest rank

15

15.0

15.0

24.0

fourth highest rank

22

22.0

22.0

46.0

least rank

54

54.0

54.0

100.0

Total

100

100.0

100.0

Interpretation :In the figure it is observed that 3% respondents are highly ranked, 6% are
second highly ranked, 15% respondents are third highly ranked, 22% respondents are forth
highly ranked, 54% are latest ranked.

Mobile banking
Cumulative

Valid

Frequency

Percent

Valid Percent Percent

second highest rank

2.0

2.0

2.0

third highest rank

12

12.0

12.0

14.0

fourth highest rank

58

58.0

58.0

72.0

least rank

28

28.0

28.0

100.0

Total

100

100.0

100.0

Int
erpretation :In the figure it is observed that 2% respondents are second highly ranked, 12% are
third highly ranked, 58% respondents are forth highly ranked, 28% respondents are latest ranked.

Call
Cumulative
Frequency Percent

Valid Percent Percent

62

62.0

62.0

62.0

second highest rank 25

25.0

25.0

87.0

third highest rank

11.0

11.0

98.0

fourth highest rank 1

1.0

1.0

99.0

least rank

1.0

1.0

100.0

Total

100

100.0

100.0

Valid highest rank

11

Interpretation :In the given figure it is observed that 62 % respondents have highest rank, 25%
respondents are second highly ranked, 11% are third highly ranked, 1% respondents are forth
highly 1ranked, 1% respondents are latest ranked

Entertainment
Cumulative

Valid

Frequency

Percent

Valid Percent Percent

highest rank

7.0

7.0

7.0

second highest rank

8.0

8.0

15.0

third highest rank

50

50.0

50.0

65.0

fourth highest rank

19

19.0

19.0

84.0

least rank

16

16.0

16.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 7% respondents have highest ranked, 8%
respondents are second highest ranked, 50% respondents third highest ranked, 19% respondents
have forth highest ranked, 16% respondents have least.

How do you feel about the call cost of the service?

Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

High

12

12.0

12.0

12.0

Normal

70

70.0

70.0

82.0

Low

18

18.0

18.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 12% respondents feel high cost, 70%
respondents feel normal cost, 18% respondents feel low cost.

How is the customer care cell?

Cumulative
Frequency Percent
Valid

Valid Percent Percent

Very helpful 33

33.0

33.0

33.0

Helpful

55

55.0

55.0

88.0

Not helpful

12

12.0

12.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 33% respondents are very helpful, 55%
respondents are helpful, 18% respondents not helpful from customer care cell.

Are you satisfy from 3G service?

Cumulative
Frequency Percent

Valid Percent Percent

Valid Yes

75

75.0

75.0

75.0

No

25

25.0

25.0

100.0

100.0

100.0

Total 100

Interpretation :In the given figure 75% respondents are agreed and 25% respondents are
disagreed with the statement.

Based on advertisements made by company, would you like to go for more

connections for you or your family in future?
Cumulative

Valid

Frequency

Percent

Valid Percent

Percent

Yes

41

41.0

41.0

41.0

No

18

18.0

18.0

59.0

Not decide

41

41.0

41.0

100.0

Total

100

100.0

100.0

Interpretation :In the given figure it is observed that 41 % are agreed, 18% respondents are not
agreed, 41% respondents are not decided to agree with the statement.

LIMITATION OF STUDY

Certain limitations do creep in a research study due to constraints of the time, money and human
efforts, the present study is also not free from certain limitation, which were unavoidable.
Although all effort were taken to make the result of the work as accurate as possible as survey
but the survey have following constraints.
Here the researchers problems are: A number of customers are not satisfied with services, new schemes and offers.
A number of customers are not satisfied with the network coverage.
A number of customers are not satisfied with the current call rates of Airtel and Vodafone.
A number of customers are not satisfied with the Free3G schemes.
A number of customers are not satisfied with the service of customer care of Airtel and
Vodafone.

FINDINGS

SUGGESTIONS

Following are some of the suggestions given by the researcher so that Airtel and Vodafone can
serve people and its customers in an improved way:
Airtel and Vodafone should provide best network for local users.
Vodafone should bring introduce some new Internet for the youngsters.
Airtel and Vodafone should introduce more schemes and offers.
Airtel and Vodafone should provide more schemes and offers to its old customers.
Airel and Vodafone should decrease call rates.

CONCLUSION

The field study report which is highly useful in my under post graduate as well as my career
also. I have improved my communication skills through the field study report. I have developed
certain knowledge about Airtel and

Vodafone service. I express my sincere gratitude to

UNIVERSITY SCHOOL OF BUSINESS STUDIES and department of Master of Business

Administration for giving me opportunity to enhance my knowledge

Some customers not satisfy from 3G service

Some customers are not satisfy from network coverage.
Both companies should best offers for old customers