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Chapter-I

INTRODUCTION
SERVICE:-
Service is defined as all economic activities whose output is not a physical
product and is generally consumed at the time it is produced and provides added value
in forms such as Convince, Comfort that are essentially intangible concerns. Services
are characterized by Intangibility, Heterogeneous, Perishable, and Inseparability.
There is a phenomenal growth of services and the firms need to be specialized in the
services offered to satisfy customers. This requires comprehensive strategies, which can
be carried through marketing strategies. This leads to the development of "Service
Marketing".
We term marketing as a function by which marketing plans, promotes and
deliver goods and services to the customers. In the marketing of services, the
providers are expected to satisfy the users. When a customer buys a service in the
service market, he buys the time, knowledge, and skills resource of the provider.
The emergency of marketing concept in respect of services is growing. Service
organizations felt that applications of marketing strategies. While managing and
selling the service would make possible qualitative improvements. The perception of
services marketing gives emphasis on selling the services in the best interest of users.
CUSTOMER SATISFACTION
"Satisfaction is the level of a person’s felt state resulting from comparing a
product’s perceived performance in relations to the person's expectations". If the
performance matches the expectations, the customers are satisfied; otherwise, he is
an unsatisfied customer. In today's competitive environment, companies are aiming for
total customer satisfaction Companies seeking to win in today's market must tract their
customer's expectations, perceived company performance and customer satisfaction.
For customer's expectations, perceived company performance and customer
satisfaction is both a goal and a marketing tool. Today, companies are including
developing stronger bonds and loyalty with their intimate customers. They need to pay
closer attention to their customer defection rate and undertake steps to reduce it. To
create customer satisfaction companies must manage their value chain as well as the
whole value delivery system in a customer-centered way. The company's goal is not to
get customers but even more importantly, to retain customers.
Seller must assess the total customer value and total customer cost associated
with each competitor offer to know how his or her own offers rates in the buyers mind.
Second, the seller who is at a delivered value disadvantage has two alternatives. The
seller can try to increase total customers calls for strengthening or augmenting the
offer's product, services, personnel and image benefits. The latter calls for reducing the
buyer's costs by reducing the Price, simplifying the ordering and delivery process, or
absorbing some buyer risk by offering a warranty. Whether the buyer is satisfied after
purchase depends on the offer's performance in relation to the buyer's expectations.
In general:
Satisfaction is a person feeling of pleasure or disappointed resulting from
comparing a product's performance (or outcome) in relation to his her expectations.
As this definition makes clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of expectations, the customer is
dissatisfied. If 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. High satisfaction or delight creates an
emotional bonds with the brand, not a just a rational preference. The result is high
customer loyalty. Xerox's senior management believes that a very satisfied or
delighted customer is worth 10 times as much to the company as satisfied customer. A
very delighted customer is likely to stay with Xerox many more years and buy more
than a satisfied customer will.
Attracting Customers
Customers seeking to grow their profits and sales have to spend considerable
time and resources searching for new customers. Customer's acquisition requires
substantial skills in lead generation, lead qualification, and account conversion. To
generate leads, the company develops ads and places them in media that will reach
new prospects; its sales people participate in trade shows where their might find new
leads; and so on. All this activity produces a list suspects.
The next tasks is to qualify which is the suspects are really good prospects, and
this is done by interviewing them, checking on their financial standing, and so on. The
sales people first contact the jot prospects and work on account conversion, which
involves making presentations, answering objects, and negotiating final terms. It is not
enough to be skillful in attracting new customer, the company must keep them. Too
many companies suffer from high customer namely; they gain new customers in that
lose many of them. It is like constantly adding water to a leaking pot.
Today's companies must pay closer attention to their customer defection rate
(the rate at which they lose customers).
Unfortunately, most marketing theory and practice center on the art of attracting
new customers rather than on retaining existing ones. The emphasis traditionally has
been on making sales rather than building relationships; on pre selling and selling
rather than caring for the customer afterward.
The key to customer retention is customer satisfaction. A highly satisfied
customer
− Stays loyal longer.
− Buys more as the company introduces new products and upgrades
existing products. Talks favorably about the company and its products,
− Pays less attention to the competing brands and advertising and is less
sensitive to price.
− Offers product or service ideas to the company.
− Costs less to serve than the new customers because transactions are
reutilized.
Background of the study:
The title "customer satisfaction" pre-supposes customer awareness. The study
is concerned with both the aspects.
1. Customer Awareness
2. Customer Satisfaction
Firstly, the customer needs to be informed about the product, its features and
also about its availability. The customer should be made aware of the product attributes
and its uses.
Secondly, the management should be aware of producing such products and
service which can satisfy, or even they must make the customer highly satisfied with
those products and services which they produce.
Customer awareness:
The mobile phone market in India consists of only four players for a
Particular telecom circle. To have a cutting edge over the rivals, the mobile phone
service providing companies were coming out with new plans, value added services
etc. These provisions will be effective only when the customers are aware of those
services. The study was conducted to find out the awareness of customers about
various plans and value added services provided by Airtel cellular services.
Customer satisfaction:
Whether the buyer is satisfaction after purchase depends on offers Performance
in relation to the buyer's expectation. In general, satisfaction is a person's feeling of
pleasure or disappointment resulting from comparing a product's perceived
performance in relation to has expectations. As this definition makes clear,
satisfaction is a function perceived performance and expectations. If the
performance matches the expectations the customer is satisfied. If the Whether the
buyer is satisfaction after purchase depends on offers Performance in relation to the
buyer's expectation. In general, satisfaction is a person's feeling of pleasure or
disappointment resulting from comparing a product's perceived performance in
relation to has expectations. As this definition makes clear, satisfaction is a function
perceived performance and expectations. If the performance matches the
expectations the customer is satisfied. If the performance 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
emotional bond with the brand, not just a relational preference. The result is high
customer loyalty, a very satisfied or delighted customer is worth 10 times as much to
the company as a satisfied customers.
So the Airtel cellular service needs to concentrate more on customer delight
through its service.
ChapterII
OBJECTIVES OF THE STUDY
As, the customer satisfaction is a complex aspect with varied
dimensions, the following parameters were identified as the objectives of the
study.
1) To make a profile of mobile users with regard to their occupation, income
and other demographic factors.
2) To study and understand the source of awareness of a mobile along
with the package that a customer is connected to.
3) To identify and analyze the level of customer satisfaction with regard to the
price, coverage, clarity and the billing system.
4) To know and identify the awareness if corridor facility of the Airtel.
5) To identify different promotional methods, particularly the sales
promotional methods and the advertisement strategies for promoting the
Airtel.
6) To rate Airtel in relation to the TATA CELLULAR, BSNL & HUTCH
which are the major competitors, so as to device the marketing strategies in
accordance with the competitive structure.
7) To make suggestions to improve the marked ability of the AIRTEL in
relation to TATA CELLURLAR, HUTCH & BSNL.
NEED FOR THE STUDY
Communication is an integral part of human life. People communicate
with each other for want of information, or to exchange ideas. This can be had in
many forms utilizing various media. In olden days, people use to live together
and communication process was easy, but as the days passed, people were
scattered. We can have communication either through personally and if they
are a part we are utilizing various services like Postal, Telephones etc. These
services have become part of people and are extensively used to achieve
communication objective. Among this Telephone has wide utility of
communication at a faster rate. In India, basic telephone services were being.
Basic Telephone service though faster in communicating but it has no
mobility. As people like businessman, executive always travel in connection
with their work, need arises for them to be in touch regularly at every time. This
is not possible with basic telephone services, hence cellular phones in to picture.
With the rapid development of technology, cellular phone service wide
acceptance and utility among public. Government giving permission’s to put
cellular operations to offer cellular service in India. Many players entered in to
market. Airtel services are one among them catering to the needs of public. As
several other players also offering cellular services to public, now a time has
come to understand the customer's views and opinion, their satisfaction level
towards the services offered by Airtel services.
METHODOLOGY
Introduction:-
Research Methodology is a method to solve the research problems
systematically. It guides us in conducting the research scientifically. It
consists of different steps that the generally adopted by the researcher to
study the research problem along with logic behind them. It is necessary
for the researcher to develop certain tests Weighted Average Method, Chi-
Square Test, etc. In general the application of research methodology is
wider than that of research methodology. We must inform why we are using
a particular method. The research methodology adapted for the present study
has been systematic and was done in accordance to the objectives set which
has been detailed as below:

RESEARCH – DEFINITION
Research is a process in which the researcher wishes to find out the
end result for a given problem and thus the solution helps in future course of
action.
According to Redman and Mory research is defined as a "Systemized
effort to lin new knowledge."
RESEARCH – DESIGN
Research design is the specification of methods and procedures for
acquiring the information needed to structure or to solve problem Research
design is defined as “A research design is the arrangement of conditions, for
collection and analysis of data in a manner that aims to combine relevance
to the research purpose with economy in procedure”.
SOURCES OF DATA
The two main sources of data for the present study have been primary data
and secondary data.
1. Primary Data:
Primary data consists of original information collected for specific
purpose. The primary data for this research study was collected through a
direct survey with the viewers guided by a structured questionnaire. The
questions were structured and direct as to make viewers understand easily.
2. Secondary Data:
Secondary data consists of information that already exists somewhere,
having been collected for specific purpose in the study. The secondary data
for this study collected from various books, company websites, and from
company brochures.
DATA COLLECTION METHOD:
The methodology adopted to collect the primary data was Interview
schedule, which includes a structured questionnaire to be given to the
respondents. The respondents would be guided by the interviewer to fill the
questionnaire, without revealing the purpose for which the study is being
conducted to the respondents.
COLLECTION OF DATA THROUGH QUESTIONNAIRES
This method of data collection is quite popular, particularly in case of
big enquires. It is being adopted by private individuals, research workers,
private and public organizations and even by governments. In this method a
questionnaire is sent (usually bye post) to the persons concerned with a request to
answer the questions and return the questionnaire. A questionnaire consists of a
number of questions printed or typed in a definite order on a form or set of
forms. The questionnaire is given to respondents who are expected to read and
understand the questions and write down the reply in the space meant for the
purpose in the questionnaire itself. The respondents have to answer the
questions on their own.
The merits claimed on behalf of this method are as follows:
1) It is free from the bias of the interviewer; answers are in
respondent's own words.
2) Respondents have adequate time to give well thought out answers.
3) Respondents, who are not easily approachable, can also be
reached
conveniently.
4) Large samples can be made use of and thus the results can be
made more dependable and reliable.
The main demerits of this system can also be listed here:
1) Low rate of return of the duly filled in questionnaires; bias due
to no-response is often indeterminate.
2) It can be used only when respondents are educated and cooperating.
3) The control over questionnaire may be lost once it is given.
4) There is inbuilt inflexibility because of the difficulty of
amending the approach once quest there is also the possibility of
ambiguous replies or omission of replies altogether, to certain
questions; interpretation of omissions is difficult.
5) It is difficult to know whether willing respondents are truly
representative.
Before using this method, it is always advisable to conduct 'pilot
study' (Pilot Survey) for testing the questionnaires. In a big enquiry, the
significance of pilot survey is felt very much. Pilot survey is in fact the
replica and rehearsal of the main survey. Such a survey, being conducted by
experts, brings to the light the weakness (if any) of the questionnaires and of
the survey techniques. From the experience gained in this way, improvement
can be effected,
The term questionnaire refers to a self-administered process whereby
the respondent himself read the questions and records his answer without the
assistance of an interviewer.
STATISTICAL TOOLS
Statistical tools are to obtain finding and average information in logical
sequence from the data collected. After tabulation of data, researcher used the
following Quantitative techniques.
− Percentage analysis
− Charts
− Chi - square test
− Interval estimation
− Weighted average method
1) The survey is limited to Twin Cities (Hyderabad and
Secunderabad) only. Hence the results attained by this study may not
be universally applicable.
2) Due to the Time constraint and Cost involved, the sample size
is limited to 280 respondents.
3) The data is collected from the opinion of the customers and any
bias in their opinion will have an impact on the findings of the study.
CHAPTER-III
INDUSTRY PROFILE
TELECOMMUNICATIONS MEANING:
Telecommunications refers to long-distance Communication, which is derived
from the Greek word “Tele” means “far off” at present such communication is carried
out with the aid of electronic equipment such as the Radio, Telegraph, Telephone,
and Television. In earlier times, however, smoke signals, drums, light beacons, and
various forms of semaphore were used for the same purpose. The information that
is transmitted can be in the form of voice, symbols, pictures, or data, or a combination
of these. The physical equipment for a telecommunications system includes a
transmitter, one or more receivers, and a channel or means of communication such
as the air, water, wire, cable, communication satellite, or some combination of these.
Telecommunication is the transmission, emission or reception of signals,
images, sounds or information over wire, radio, optical, microwave, or other
electromagnetic system.
TELEPHONE NUMBERS / DIALING
When telephones were introduced, dialing simply meant that there were
ringing codes, known by all telephone users within a certain area. Three short rings for
example asked Mr. Brown to pick up the phone... very soon however, this was no
longer practicable and telephone exchanges were created, first run by operators and
later automatically.
Telephone numbers need to be prefix-free. This means that one number may
never be the first part of another one, because the phone related to the other number
would start to ring before the end of the sequence.
Digital wireless and cellular roots go back to the 1940s when commercial
mobile telephony began. Compared with the furious pace of development today, it
may seem odd that mobile wireless hasn't progressed further in the last 60 years.
Where are our video watch phones? There were many reasons for this delay but the
most important ones were technology, cautiousness, and federal regulation.
As the loading coil and vacuum tube made possible the early telephone
network, the wireless revolution began only after low cost microprocessors and digital
switching became available. The Bell System, producers of the finest landline
telephone system in the world, moved hesitatingly and at times with disinterest toward
wireless. Anything AT&T produced had to work reliably with the rest of their
network and it had to make economic sense, something not possible for them with the
few customers permitted by the limited frequencies available at the time. Frequency
availability was in turn controlled by the Federal Communications Commission,
Whose regulations and unresponsiveness constituted the most significant factors
hindering radio-telephone development, especially with cellular radio, delaying that
technology in America by perhaps 10 years.
In Europe and Japan, through, where governments could regulate their state run
telephone companies less, mobile wireless came no sooner, and in most cases later
than the United States. Japanese manufacturers, although not first with a working
cellular radio, did equip some of the first car mounted mobile telephone services, their
technology equal to whatever America was producing . Their products enabled several
first commercial cellular telephone systems, starting in Bahrain, Tokyo, Mexico city.
THE HISTORY OF TELECOMMUNICATIONS
The word telegraphy comes from Greek “Tele” means distant and “graphic” to
write. So the meaning is writing at a distance. It's a possibility to send news over a
long distance. The inventor of the first electric telegraph was Samuel Finely Breese
Morse a North inventor and painter. He had the idea for the concept when he returned
to America from Italy on board the "sully”. In his studio at New York University he
needed about six years to finish this invention and received a patent for it in 1938.
The first message from Washington to Baltimore
The 24 of May in 1844 was a very important day in the history of the United
States: the first telegraph line was opened twelve years after Samuel Morse got the
idea on board the "sully. The inventor of the telegraph himself sat in the High Court of
justice in Washington and sent the first message out the Baltimore & Ohio railway
station in Baltimore where many illustrious people were waiting. The content was a
quotation of the bible and said: "what hath God wrought55. The message reached
Alfred Lewis Vail, the collaborator of Samuel Morse, in Baltimore, who sent it back
at once. Beginning this day preparations were to expand the lines to Philadelphia,
New York, Boston and to other cities and areas.
Most people were enthusiastic about this invention but not everyone. Farmers
destroyed lines in South Kentucky in 1849. They said that the wire would remove the
electricity from the air so it would not rain and there would be only crop failures.
Mr. Robinson, an American gentleman, brought the Morse Telegraph to Europe
in 1847; England and France were not interested in it. In Germany, Morse found a fair
customer. The "Hannoversche Staaatsbahn'Nvas the first in this country that used the
Morse Telegraph. The next year, the telegraph line between Hamburg and Cuxhaven
was opened. The first inspector was Friedrich Clemens Gerke who improved the
Morse code. The American version still comprised signs with different length. Gerke
cleared it up and fixed that three points result in one line. This alphabet is valid until
today. Anyway he made rules for the distance between the signs and sign groups. He
discovered a system that the most used letters got the shortest signs so that they could
be transmitted very fast.
Hiram Sibley's company: In 1851 Hiram Sibley founded a company with a group of
businesspeople that built the telegraph line in the Midwest. The name was registered
as Western union Telegraph & Co in 1856.
The Pony Express
While the lines were spreading slowly through the whole country the very
spectacular express rider service came into existence in April 1860. The pony express
was born. Six hundred broncos, especially chosen for fleetness, toughness and
endurance were bought. On 3rd of April the first rider named Henry Wallace left St
Joseph, Missouri and after 10 days 3210 kilometers the last rider reached
Sacramento, California.
For this job they needed brave young men, preferably orphans, because it
was a dangerous, adventurous life. They had to shoot very well, be excellent riders
and to nave no fear of Indian attacks. Every rider had to ride sixty miles at top
speed. He had to do this distance in six hours with six different ponies. Each day
except Sunday, a messenger left StJopesh at noon. The one form Sanramento
arrived at 8clock in the morning. The pony express existed only for one and a half
year then it was dead. The reason was the completion of the transcontinental
telegraph line between.

Telecommunications is a fascinating, fast paced industry that influences

every aspect of our daily life like normal voice phone calls, connectivity to the

Internet, satellite communications, surfing the web, fax transmissions, video

conferencing, high speed data communications, and cable TV.


It started with first public demonstration of Morse's electric telegraph,

Baltimore to Washington in 1844. In 1876 - - Alexander Graham Bell files his

patent application. First telephone patent (U.S. No. 174,465) allowed and issued to

Bell on March 7th. - - March 10th, Bell speaks the first complete sentence

transmitted by variable resistance transmitter ... "Mr. Watson, come here. I want

you!". The world's first two way long distance telephone conversation over an

outdoor wire (borrowed telegraph line) takes place between Cambridge port and

Boston, Massachusetts between Bell and Watson.

The field of telecommunication is no doubt one of the most exciting

occupational fields that modern society has to offer. New technology is constantly

being developed and finds its applications in the technical systems that make up a

telecommunications network. This creates opportunities for developing existing

services further, and introducing completely new ones - for the benefit of

customers and society as a whole. The telecommunication industry is often referred

to as an "enabling industry". That is, it creates opportunities for societal

development in the broadest sense.

In the current day scenario, there is lot of Tele-communications

technologies evolved and used by people all over the world. Wireless technologies
are like GSM, CDMA, TDMA, UMTS, GPRS and latest technology 3G growing at

a fast pace promising high speed data communications.

The two-way communication


The progress in Europe went on, too. While the Americans filled their
country with lines, there were important inventions in Austria and Germany.
Telegraphy became more and more popular form day to day. Sometimes there was
no more possibility to install new lines. Anyway the rates for the lies were very
high. It was necessary to use the lies better. Improvements were introduced.
The first essential step however was the invention to use one line for
different telegrams at the same time and to send signs in both directions (e.g. from
Boston to New York and the other way around at the same time).The Austrian
physicist Julius Wilhelm Gintl was the father of the two batteries. Gintl's method
was called the method of compensation. He got the golden Medal of Honor at the
exhibition of industry of industry in Paris in 1855.
Chapter - VI
COMPANY PROFILE OF AIRTEL
The name of the company is Bharti mobinet limited. The company is owned
and governed by Bharti group of companies. It was several of companies like
Bharti health care, Bharti global, Bharti foundation, Bharti enterprises, and Bharti
ventures limited. Bharti Telnet, Bharti Telescopic, Bharti Broadband etc. The
Chairman and Managing Director of Bharti group is Mr. Sunil Bharti Mittal.
In 1996, Sky cell was launched and in 2000, Airtel took over sky cell. Airtel
has its presence in 15 circles in India, which is worth of Rs.9000 cores. It has 866
towers in A.P, each costs 1 Crore rupees and made a proposal for doubling that
in near future, which covers 65Kms.
Airtel has the largest customer base which crossed 2 lakhs when compared
to BSNL, which has 1, 55,000 customers, and HUTCH of less than 50,000
customers.
Airtel has 28 connects in A.P, where Reach Tele Communications
stands arouse union. It provides various services like bill payments, customer
relations for problems solving, activations and is also dealing with sub-dealers.
An overview
Bharti Enterprises has been at the forefront of technology and has
eased telecommunications with its world-class products and services.
Established in 1985, Bharti has been a pioneering force in the telecom
sector with many firsts and innovations to its credit, ranging from being the first
Mobile service in Delhi, first private basic telephone service provider in the
country, first Indian company to provide comprehensive telecom service outside
India in Seychelles and first private sector service provide to launch National Long
Distance Services in India. As of February 28, 2003, Bharti had approximately 3.34
million total customers nearly 2.99 million mobile and 354,000 fixed line customers.
Its services sector businesses include mobile operations in Andhra
Pradesh, Chennai, Delhi , Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata,
Madhya Pradesh circle, Maharashtra circle, Mumbai, Punjab, Tamilnadu and Uttar
Pradesh (west) circle. In addition, it also has a fixed-line Operations in the states of
Madhya Pradesh and Chhattisgarh, Haryana, Delhi, Karnataka, Tamil Nadu and
nationwide broadband and distance networks.
Bharti has recently launched national long distance services by offering
data transmission service and voice transmission service for calls originating
and terminating on most of Indian's mobile networks.
The company is also implementing a submarine cable project connecting
Chennai-Singapore for providing international brand width. Bharti Enterprises also
manufactures and exports telephone terminals and phones. Apart from being the
largest manufacturer of telephone instrument, it is also the first telecom company to
export its products to the USA.
About Bharti:
Bharti Tele-ventures is Indian's leading private sector providing of
telecommunications service based on an aggregate of approximately 3.34 million
customers as of February 28, 2003 consisting of approximately 2.99 million mobile
and 3,54,000 fixed-line customers. The company through its subsidiaries also
provides fixed-line, VSAT, Internet service and network solutions. The company
has also commenced offering national and international long distance services.
The company seeks to capitalize on the growth opportunities that it believes
are available in the Indian market and consolidate its position to be an integrated
telecommunications service provider, with a focus on mobile service.
The company today offers mobile service in fifteen out of 22circles in India.
Bharti Tele-venture was the first private sector operator to provide fixed-line service
in India when it commenced providing services in the Madhya Pradesh &
Chhattisgarh circle in June 1998.BTVL recently launched its fixed-line service in
the license areas Haryana, Delhi, Tamilnadu and Karnataka and thus because the
first private sector service provider to provide fixed-line services in all its licensed
areas.
Bharti Tele-Ventures has always believed in creating storing partnerships
with its joint venture partners. Today, SingTel and Warburg Pincus are its
leading the other partners includes leading international financial investments such
as International Finance Corporation, Asian Infrastructure Fund Group and New
York Life Insurance.
Bharti Tele-ventures mobile services
Vision:
Bharti Tele-ventures vision for its business is “To make mobile
communications a way of life and be the customers first choice”.
Mission:
The mission is to meet the mobile communication needs of the customer
through:
1) Error free service
2) Innovative products and services and
3) Cost efficiency.
Strategic objective:
The company's strategic objective is to consolidate its leadership position
among the mobile service providers in India.
Future Prospects of Cellular Industry:
The Indian mobile market, according to the COAL, has increased from
Approximately 1.2 million subscribers as March 31, 1999 to approximately
11.76 Million subscribers as of February 28, 2004.
Despite this rapid growth ,the mobile penetration rate in India, at
approximately 1.14% as of February 28, 2004, is significantly lower than the
average mobile penetration rate in other Asian and international markets.
The number of mobile subscribers in India is exerted to show rapid growth
over next four years. By 2006 it is projected at 50 million by COAI and 44 million
by Gartner.
Bharti Tele-ventures believe that the demand for mobile services in India
will continue to grow rapidly as a result of the following factors:
1) Lower tariffs and handset prices over time;
2) Growth in pre-paid customer category;
3) Greater economic growth and continued development of Indian's economy;
4) Higher quality mobile networks and services; and Greater variety and usage of
value added services.
Bharti Tele-ventures, through its subsidiary have the licenses to provide
GSM services in fifteen out of the twenty-two telecom circles in India. It
purposes to consolidate all its subsidiaries providing mobile services under Bharti
Cellular Limited (BCL).
As of February 28, 2005, approximately 92% of India's total mobile
subscriber market resided in the company's fifteen mobile circles, which
collectively covered only 56%of Indian's land mass.
Airtel Milestones
Air Tel has to its credit some of the most significant milestones in the
history of the Indian cellular industry.
2004 Bharti Cellular launched cellular services Airtel in Delhi.
2005 Air Tel becomes the first cellular services in Himachal Pradesh Golden
Peacock National Training Award - 1999 to Bharti Cellular for our Delhi mobile
operations from the institute of Directors, a non-profit association in Indian
committed to improving the competitiveness of Indian business by focusing on
development of business leaders, for the best human resources and training practices.
2006 The Technical award from Information Communications world, an
international business magazine, for four consecutive years (2005 to 2006) for brand
excellence, network quality, customer service and value added service in our Delhi
mobile circle. Bharti acquires the cellular services operations of JT Mobile in
Andhra Pradesh and Karnataka.
2007 Bharti Cellular acquired a 100% equity interest in Bharti MobiTel
(formerly Spice Cell), the cellular services provider in Kolkata. Bharti Cellular
entered into license agreements to provide cellular license bidding process.
Bharti Mobitel launches Airtel in Kolkata in December. Six Million Customers
November 2007.
2009 Roll out services in the eight new circles following the fourth
cellular license bidding ttjiis includes the mobile circles of UP(west), Haryana,
Madhya Pradesh, Maharashtra, Mumbai, Gujarat, Tamilnadu and Kerala.
Seven Million Customers — July 2009.
Today:
Largest Mobile footprint in India, covering 20 of the 22 licensed areas.
Proven track record of managing growth - both organic as well as by way of
acquisitions.
Airtel is largest player in the cellular horizon today and has consistently
leaded the market through its innovative products and services. Seven Million
Customers — July 2009.
Awards and Recognitions
− Bharti was recognized as one of the "Leading Lights of Telecom"
in Asia in November 2001 in the Asian edition of the "tele.com"
magazine with analytical inputs from research Frost & Sullivan.
− The leading telecommunications services provider in Indian in a survey
of Indian companies conducted by Business World in association with
Indian Marketing Bureau in September 2001:
− The Techies award from Information Communications World an
international business magazine for four consecutive years (1997 to 2000) for
brand excellences network quality costumer services and value added service in
our Delhi Mobil circle;
− Golden Peacock National Training Award -1990 to Bharti Cellular for
our Delhi mobile operations from the institute of Directors, a non- profit
association in India committed to improving the competitiveness of Indian
business by focusing on development of business leaders for the best human
resources and training practices: and Ascent - Times of India and Sideshow
pass award in 1999 from the Asia
− Pacific HRD conclave to Bharti Cellular for corporate excellence in the
category of most innovative human resource practices.
− Mr.Sunil Bharti Mittal (chairman and Group Managing Director) was
honored as "One of the Top Entrepreneurs Worldwide" for the year 200 and
"Stars of Asia" for the year 2001 by international business magazine, Business
Week. Mr.Sunil Bharti Mittal was selected as the "Businessman of the
year 2002" by Business India.
− Mr.Sunil Bharti Mittal was awarded the "Dataquest IT man of the year
2002".
− Mr.Sunil Bharti Mittal was selected the "CEO of the year 2002" by world
HRD Congress.
− Mr.Akhil Gupta (Joint Managing Director) was adjudged as the Chief
Financial Officer for year 2001 for mergers & Acquisitions activities by EIU.
Bharti Tele-Ventures

BHARTI TELE - VENTURES

MOBILITY INFOTEL ENTERPRISES

Bharti cellular limited Bharti Infotel Limited

Fixed-Line Long Distance, Group data &


Broadband

AndhraPradesh

Chennai Delhi Delhi


National Long Distance

NCR - Gujarat Haryana


International long Distance
Haryana Madhya Pradesh
Internet
Himachal Pradesh Karnataka

Chattisgarh VSAT
Karnataka

Tamilnadu Network Solution


Kerala

Kolkata

Madhya Pradesh & Chattisgarh

Maharashtra & Goa

Mumbai

Punjab

Tamilnadu & Pondicherry


Strong strategic and financial partners
Bharti Tele-venture's existing shareholders have acquired direct and indirect
equity interests in the company for total consideration exceeding US$, 1 billion.
SingTel is one of Bharti Tele-venture's key strategic partners and its
position as one of Asia's leading telecommunications service provider gives the
company access to valuable knowledge in implementing telecommunications
projects and to its international expertise and managerial resources. Bharti Tele-
ventures other partners include leading international financial investors such as
Warburg pincus, International Finance Corporation, the Asia. Infrastructure Fund
group and New York Life Insurance.
The largest private sector integrated telecommunications services group
in Indian in terms of the number of customers.
1) Largest Mobile footprint in India, covering 15 of the 22 licensed areas.
2) Proven track records of managing growth & acquisitions.
3) First and Largest private telecommunication services company offering
Fixed-line services in India.
4) Existing foreign shareholder have acquired directed and in directed equity
interests in the company for a total consideration exceeding US$.1 billion.
5) First private telecommunications company to launch long distance
services.
6) 6. First off the block to launch fixed-line services in all the four circles
of Delhi, Haryana, Karnataka and Tamil Nadu.
P r o d u c t p r o f ile o f A ir te l
The Airtel has been offering two types of schemes:
1) pre-paid scheme
2) post-paid scheme

Pre-paid scheme:
It is a widely accepted scheme by the most of the new subscribers. Under
pre-paid scheme, it has three plans to opt for.
Those are:
a) Rs.299 plan.
b) Rs. 499 plan
c) Rs. 1029 plan
Post-paid scheme:
It is used by most of the bulk users whose airtime usage is more
and is also used by most of the corporate & business people. There are various
plans that are offered under postpaid scheme. Those are:

1) Youtopia
2)Smart Life
3) Value Life
4)Value Max
5)Standard TRAI plan
Pre-paid connection (Airtel Magic)
Airtel magic is ready-to-use, no-hassle cellular connection. It comes pre-
activated with STD/ISD calling facility (depending upon the plan purchased).
Backed by Airtel, the leading cellular operator on India, it gives crystal
clear communication across the all cities.
Highlights of pre-paid connection (Airtel Magic)
− Wide Availability
− Instant Connectivity
− No Bills
− Total cost control
− Convenient Recharge
− Minimal documentation
− No rentals
− No deposits
− STD/ISD facility
− Remote Messaging Service (SMS)
− Free caller Line Identification (CLIP)
− Call waiting ,call hold, call conference
Available in over 2500 stores including departmental stores, general
stores, medical shops, telecom booths etc.
Value Added services
1) Voice Based Services:
(a) Voice mail
(b) Fax service .
(c) Call conference
(d) Dial-In service
(e) Cricket contest on 646
2) Text Based Services:
(a) LUVM8Language SMS
(b) Text Message
(c) Information Service
(d) Email-Send and receive
(e) M-banking
(f) M- panchangam
(g) Ring tones & Logos
(h) Net2mobile SMS chat
(i) Scheduler
(j) Group Messaging
(k) Cricket contest
(l) Play back contest
(m) Contests 2 win contest
3) Call management services:
(a) Call Line Identification (CLI)
(b) Cell Line Identification Restriction (CLIR)
(c) Call Wait
(d) Call Hold
(e) Call Divert
4) Fax and data services:
(a) Fax Facility
(b) Data Facility
5) Others:
(a) STD7ISD
(b) Smart roam
(c) South roam
(d) All India roaming
CHAPTER-V

DATA ANALYSIS & INTERPRETATION


TABLE-01

Age of the customers


Age No of responds % of responds
20-25 124 44.2
26-30 78 27.8
31-35 34 12.1
36-40 30 10.7
Above 40 14 7.0

Total 280 100

INTERPRETATION:
This TABLE shows that more than 45% of users are 20-25 years, 28% of users
are 26-30yeares, 31-35 years near about 12% and remains are above 36 years of
the total respondents.

CHART-1
140

120

100

80 N o o f re s p o n d s
60 % o f re s p o n d s

40

20

0
2 0 - 2 25 6 - 3 30 1 - 3 35 6 - 4 A0 b o v e
40
OCCUPATION OF THE CUSTOMER
TABLE-02

Occupations Number of responds % of responds


Students 148 52.8
Business 58 20.78
Professionals 09 3.24
Govt. employees 38 13.53
Others 27 9.65
Total' 280 100

INTERPRETATION:
More than 50% of mobile users are students or with business men are 21 %and
gout employees are 14% and the rest constitute professionals and other of the
total Respondents
CHART-2

160
140
120
100 Num ber of
re s p o n d s
80
% o f re s p o n d s
60
40
20
0
ser
Bus ts
Pro iness

Oth
den

t. em als
Stu

Gov ession

ees
ploy
f
INCOME OF THE CUSTOMER
TABLE-03

Income respondents %of respondents

5,000-10,000 98 35

10,000-15,000 89 31.78

15,000-20000 54 19.28

Above 20,000 39 13.94

Total 280 100

INTERPRETATION:
This TABLE shows the income level of respondents, 35% of respondent's
income is 5000-10000 More than 31% of respondents income is 10000-
15000,20% ofrespondentincomeis 15000-20000 and above 20000 respondents
are 14% The average income of the mobile phone user per month is found to be
61:30.
CHART-3

120

100

80
re s p o n d e n ts
60
% o f re s p o n d e n ts
40

20

0
5 , 0 0 10 0- , 0 01 05 -, 0 0 0 -
1 0 , 0 01 05 , 0 02 0 0 0 A0 b o v e
2 0 ,0 0 0
NUMBER OF CELLULAR CONNECTION IN YOUR FAMILY
TABLE-04

Number of cellular Number of responds % of responds

One 210 75

Two 38 13.75

Three 27 0.09

Four and above 5 0.017

INTERPRETATION:
More than 75% of the respondents are using one mobile phone 38% of
respondents are two mobiles and remaining respondents are using 32% of mobile
phones.
CHART-4

250

200

150 Num ber of


re s p o n d s
% o f re s p o n d s
100

50

0
O ne Tw o T h re e
DID YOU PREFER CELLULAR SERVICE
TABLE-05

contents No of responds % of responds

.... M obility 56 20

Prestige 42 15

Features 68 24.28

Better communication 114 40.72

Total 280 100

INTERPRETATION:
About 40% of respondents are using mobile phones for better communication
and 24% of users are using for good features, 20%of respondents are for
good mobility, and remaining 16 % of respondents are using for prestige.
CHART-5

120
100
80
N o o f re s p o n d s
60
% o f re s p o n d s
40
20
0
e
s
stig
ture
Pre
ility

Fea
Mob

ion
.. .

at
unic
omm
ter c
Bet
ARE YOU CUSTOMER OF AIRTEL
TABLE-06

Contents No of responds % of responds

Yes 280 100

NO 0 0

INTERPRETATION:
In my survey I prefer for judgemental sampling so all respondents are Airtel
customers only.
CHART-06

300

250

200

N o o f re s p o n d s
150
% o f re s p o n d s
100

50

0
Y es NO

HOW LONG HAVE BEEN THE CUSTOMER OF AIRTEL


TABLE-07

Contents No of responds % of responds


<6 months 112 40
6 months-1 year 86 30.02
>1 year 82 29.98
Total 280 100

INTERPRETATION:
120
This TABLE show that respondents are using the connection of Airtel, 40% of
respondents are using before 6 months back, and above 30%of respondents are using
100
6months- l year and remaining 30% of respondents are using more than one year.

80
N o o f re s p o n d s
60
% o f re s p o n d s
40

20

0
< 6 m o n6 t hm s o n t h>s 1- 1y e a r
y e a rCHART-07
HOW DID YOU COME TO KNOW ABOUT AIRTEL
TA BLE-08

contents No of responds %of responds

Newspapers 49 17.5

Televisions 38 13.57

Hooding 67 23.93

Magazines 77 27.5

Word of mouth 49 17.5

Total 280 100

INTERPRETATION:
This TABLE shows that Advertisement is a major source of awareness for
majority of respondents are come to know about the Airtel. In these
respondents more then 27% of respondents are seeing magazines, 24% of
respondents are seeing hoodiesand more than 17% of respondents are reading
news papers.
CHART-08

90
80
70
60
50 N o o f re s p o n d s
40 % o f re s p o n d s
30
20
10
0
Ma oding
rd o nes
rs
ape

h
Ho
Wo gazi
out
wsp

ons

fm
si
Ne

evi
Tel
ARE YOU SATISFIED WITH CUSTOMERCARE

TABLE-09

contents No of responds % of responds

Highly satisfied 69 24.64


Satisfied 98 35.1
Not satisfied 57 20.26
No idea 56 20
Total 280 100

INRERPRETATION:
Above 60% of the Airtel users are satisfied with the customer care of the
mobile connection. Among these about 25% of respondents are highly satisfied
35% of respondents are satisfied and 20% of respondents are not satisfied.
CHART-09

120

100

80
N o o f re s p o n d s
60
% o f re s p o n d s
40

20

0
a
d

ide
ie
tisf

ed
No
fied

tisfi
Sa
atis

t sa
ys

No
hl
Hig
WHAT DO YOU FELL ABOUT THE NETWORK COVERAGE
TABLE -10

contents No of responds %of responds

Highly satisfied 78 27.8

Satisfied 96 34.2

Not satisfied 48 17.3

Need to improve 58 20.7

Total 280 100

INTERPRETATION:
A majority of 80% of the Airtel users is satisfied with its coverage range, In this 28%
of respondents are highly satisfied, 34% of respondents are satisfied, 17% of
respondents are not satisfied and 21%of respondents are gave the suggestion the
network need to improve about the coverage.
CHART-10

120

100

80
N o o f re s p o n d s
60
% o f re s p o n d s
40

20

0
d
isfie

ed
Sat
fied

tisfi

e
rov
is

t sa

mp
sat

No

to i
hly

ed
Hig

Ne
REASON FOR PREFERING AIRTEL
TABLE-11

Contents No of responds % of responds


Wide coverage 76 27.16
Good customer care 84 30.00
Less tariffs 35 12.53
Clear signals 85 30.35
Total 280 100
INTERPRETATION:
This TABLE shows the preferring for Airtel in this 60% of respondents are
9 0 customer care and clear signals, 27% of respondents are
preferring for good
prefer for wide8 0coverage and 12% of respondents are prefer for less tariff
plans. 70
60
50 N o o f re s p o n d s
40 % o f re s p o n d s
30
20
10
0
ffs

als
ge

tari

ign
era

s
Lese

ar s
car
cov

Cle
r
e

me
Wid

to
cus
od
Go

CHART-11
SCOPE OF IMPROVEMENT IN ALL WORK

TABLE-12

Contents No of responds % of responds

Urban area 49 17.5

Rural area 99 35.35


Costal area 46 16.42

Highways 86 30.73

Total 280 100

INTERPRETATION:
The respondents are giving satiations for network improves in different areas,
more then 35%of respondents are rural areas, 30% of respondents are
highways, 16% of respondents are costal areas
CHART-12

120

100

80
N o o f re s p o n d s
60
% o f re s p o n d s
40

20

0
ays
a
a

ea
are
are

hw
l ar
ral
an

Hig
sta
Ru
Urb

Co
WEATHER YOU SATISFYED IN TERMS OF CLARITY
TABLE-13

Contents No of responds % of responds


Highly satisfied 42 15.0
Satisfied 82 29.2
Not satisfied 57 20.3
Need to improve 99 35.50
Total 280 100
120

100
INTERPRETATION:
This TABLE shows that how the respondents are satisfied about the clarity of
80
the signals. 15% of respondents are highly satisfied about the clarity of the
N o ofo frespondents
voice, 29% of respondents are satisfied and 35% r e s p o n gave
d s the
60
satiation need to improve the signals. % o f re s p o n d s
40

20

0
d
isfie

Nee atisfied
Sat
fied

e
rov
s

s
sati

i mp
Not
hly

d to
Hig

CHART-13
ARE YOU SATISFACTION TO THE BILLING SYSTEM
TABLE-14

contents No of responds % of responds

Highly satisfied 38 13.57

Satisfied 54 19.28

Not satisfied 73 26.07

Need to improve 115 41.08

Total 280 100

INTERPRETATION:
Though the majority of 40% Airtel users are aware of the billing system,14%of
respondents are highly satisfied about the billing system,20% of respondents
are satisfied but important 26% of respondents are not satisfied about the billing
system.
CHART-14

140
120
100
80 N o o f re s p o n d s
60 % o f re s p o n d s
40
20
0
Not fied
Nee atisfied
is
Sat
fied

e
rov
s
sati

imp
s
hly

d to
Hig
TABLE – 15
THE MODE OF PACKAGE BEING USE PRESENTLY

Contents No of responds % of responds


Pre-paid 193 68.9
Post – paid 87 31.10

250
INTERPRETATION:
The data in the table shows that out of total 280 respondents 68% of respondents
are using prepaid connections and remaining 31% respondents are using.
200

150
P re -p a id
P o s t – p a id
100

50

0
N o o f r e s p o% n do sf r e s p o n d s

CHART-15
WHAT TYPE OF PREPAID CARD ARE YOU USING
TABLE-16

contents No of responds % of responds

299 83 43.5

499 87 44

1080 20 10.8

3020 3 1.5

total 193 100

INTERPRETATION:
This TABLE shows the type of recharge cards used by the respondents. In this
100%most of all respondents are using 43% of using 299 package 45%of
respondents are using 499 package 10% of respondents are using 1080 in the
pre-paid package.
CHART-16

3500

3000

2500

2000 c o n te n ts
N o o f re s p o n d s
1500 % o f re s p o n d s

1000

500

0
1 2 3 4
HOW OFTEN DO YOU RECHARGE YOUR SIM CARD IN A MONTH
TABLE-17

"Contents No of responds % of responds

Once 138 71.5

Twice 49 25.4

Thrice or more 6 4.0

Total 193 100

INTERPRETATION:
This TABLE shows that the respondents how many times they recharge in a
month, more than 71% of respondents are recharge once in a month ,26% of
responds are recharge twice in a month only 4% of responds are recharge thrice
in a month.
CHART-17

160

140

120
100
N o o f re s p o n d s
80
% o f re s p o n d s
60

40

20

0
O n c e T w ic e T h ric e o r
m o re
ARE YOU INTERSETED IN POST- PAID

TABLE-18
contents No of responds % of responds

Yes 72 30.6
• < •
No 121 69.4

Total 193 100

INTERPRETATION:
This TABLE shows that respondents are interested in post- paid or not in that
more than 69% of respondents are not interested for post-paid connections and
30% of respondents are interested in post-paid connection
CHART-18

140

120

100

80 N o o f re s p o n d s

60 % o f re s p o n d s

40

20

0
Y es • <• No
IF POST PAID WHAT PLAN YOU BELONGS TO

TABLE-19

contents No of responds % of responds

Youth opia 23 26.4

Smart life 36 48.3

Value life 24 22.9

Value max 4 1.42

Total 100 100


.

INTERPRETATION:
This TABLE shows that the respondents are belongs to which plan, hear 26% of
respondents are belongs to youth opia, 41% respondents are smart life 23% of
respondents are value life, and 2% respondents are belongs to the value max.
CHART-19

45
40
35
30
25 N o o f re s p o n d s
20 % o f re s p o n d s
15
10
5
0
Y o u t h'S m a rVt a l u eV a l u e
o p i a l i fe l i fe m a x
WHETHER YOU ARE SATISFIED WITH THE SELECTED PACKAGE?

TABLE-20

contents No of responds % of responds


Highly satisfied 24 27.5
Satisfied 45 51.7
Not satisfied 15 17.24
sufficient 3 15.44
Total 100 100

INTERPRETATION:
This TABLE shows that the respondents are selected different types pf
packages with that packages how much they satisfied in that 79%of
respondents are satisfied and 17% of respondents are not satisfied with the
selected packages and finally 4% of respondents are sufficient.
CHART-21

60

50

40
N o o f re s p o n d s
30
% o f re s p o n d s
20

10

0
d

ent
isfie

ici
fied
Sat
fied

suf
s
sati
s
sati

Not
hly
Hig
TABLE-22

Contents No of responds % of responds

Yes 72 82.7

No 15 17.3

This TABLE shows that the post paid customers are receiving the bills properly
or not .hear 83% of respondents are receiving the post paid bills properly,
17% of respondents are not receiving not properly.
CHART-22

90
80
70
60
50 Y es
40 No
30
20
10
0
N o o f r e s p o n d s% o f r e s p o n d s
HOW MUCH AMOUNT YOU ARE PAYING THE BILL
TABLE-23

contents No of responds % of responds

500-1000 64 79.5
1000-1500 11 22.6
1500-2000 09 10.3
2000 above 03 3.44
Total 87 100

INTERPRETATION:
This TABLE shows that respondents are paying the bill per month,74% of
respondents are 500-1000, 1000-1500/- are paying only 13%, 1500-2000 are
paying the bill only 10%
CHART-23

90
80
70
60
50 N o o f re s p o n d s
40 % o f re s p o n d s
30
20
10
0
5 0 0 - 1 0 0 0 1- 5 0 0 -2 0 0 0
1 0 0 0 1 5 0 0 2 0 0 0a b o ve
ARE YOU AWARE OF THE SCHEME
TABLE-24

contents No of responds % of responds

Yes 189 67.5

No 91 32.5

Total 280 100

This (able shows that more than 67% of respondents are aware of the schemes
and 33% of respondents are not aware of the schemes are introduce the Airtel.
CHART-24

200
180
160
140
120
Yes
100
No
80
60
40
20
0
No of responds % of responds
ARE YOU SATISFIED WITH SCHEM AND PACKAGE OFFERED BY
AIRTEL
TABLE-25

Contents No of responds % of responds


Yes 163 58.4
No 117 41.78
Total 280 100

INTERPRETATION:
This TABLE shows that percentage of the respondents are satisfied about the
schemes and packages are offered by Airtel.58% of respondents are know about the
schemes and 42% of respondents are don't know about the package offered by
Airtel.

CHART-25
180
160
140
120
100 Y es
80 No
60
40
20
0
N o o f r e s p o n d%s o f r e s p o n d s
TABLE -25
Rank the following schemes which are offered by you

Schemes 1 2 3 4 Total WA Rank

Full talk 78 98 63 11 743 74.3 1


time

Roaming 96 72 48 34 730 73.0 2


facility

Airtime 53 49 100 48 607 60.7 3


facility

Sms facility 23 31 39 157 420 42.0 4

INTERPRETATION:
The data shows about the ratings given by the customers for the different
facilities. Majority of the customers have responded positively and rated highest
for full talk time whereas remain facilities was rated second while airtime facility
and sms facility were rated consecutively.
CHART-25

800
700 S e rie s 1

600 S e rie s 2
S e rie s 3
500
S e rie s 4
400
S e rie s 5
300
S e rie s 6
200 S e rie s 7
100 S e rie s 8
0
1
2
3
4

WA
al

k
Ran
Tot
es
em
Sch
CHAPTER-5
FINDINGS:
The following finding work elucidated from the accumulated and analyzed
data.
− Most respondents analyze for male subscribers. A major portion of
mobile users belongs to the age group of 20-30 years. The
respondents whose income range lies between Rs.5000/- to
Rs.10000/-founcl to be more interested to opt for cellular service.
− Businessmen and students occupy major portion of the respondents.
Most of the respondents have only one cell connection in their
family.
− Major portions of the respondents are going for the cellular service
to avail the benefits of mobility, features, better communication,
and prestige wide coverage.
− .During the study, it is found that most of the respondents are Airtel
customers. Most of the respondents are the subscribers of Airtel for a
period of 6months to one year.
− Major portions of the respondents are aware of Airtel through word
of mouth. Television. The number of subscribers of post-paid
scheme is less than the number of subscribers of pre-paid scheme
of the total respondents. More than half of the pre-paid plan
respondents are using Rs.320 plan.
− Major portion of the pre-paid respondents are recharging their SIM
cards once in a month. Most of the pre-paid respondents are not
interested in conversion from pre-paid scheme to post paid scheme.
− A major portion of the post-paid customers are using smart life plan.
A very few portion of the respondents are using the other cellular
services. Most of the respondent are satisfied wither the customer
care.
− Most of the respondent are satisfied wither the Network
coverage.Most of the respondents scope that the network coverage
should be improved in rural areas.
− Most of the respondents of port-paid plan are paying the bill
amount of Rs. 1001-1200. Most of the respondents of post-paid are
satisfied with this offer.
SUGGESTIONS
Airtel should come up with the attractive and convinced packages especially
female customers and the captured this particular segment.
− The company should also concentrate on Female subscribers.
− As (ho major portion of the cellular subscribers are from the age group
of 20 30 Years. The promotional activities should match the
expectations of 20-30Years age group. The promotional activities
should also attract the people whose income range lies between 5,000 -
15,000.
− Provide various customer friendly schemes so as to attract more number
of customers.
− More information should be provided to the customers so as to attract new
customers.
− The Company should try to balance the quality as well as price of the
products so As to remain as the Market Leader.
− Try to concrete more on Post-Paid cards.
− Provide more information about Value Added Services.
− Value Added Services should be provided free.
− Advertising should be improved in Newspapers and Hoardings.
− Roaming charges should be lowered.
− Network should be improved in Rural Areas and Highways.
− Out-going charges should be lowered.
− AOL {Andhra on Local) facility should be continued.
− Respondent’s a i r not satisfied with ADC (Access Deficit Charges), so
these Charges should be lowered or it should be paid by the Company
itself.
Activation charges should be lowered. In the cellular industry, day-
today usage of the cellular service has become widely spread and in every
corner, the application is more. It was found from the study conducted, that the
most of the respondents prefer the cellular services because of many
attributes associated with it.
In the cellular industry, day-today usage of the cellular service has
become widely spread and in every corner, the application is more. It was
found from the study conducted, that the most of the respondents prefer the
cellular services because of many attributes associated with it.
The company should concentrate on increasing the volume of the
number of the subscribers.
The Company wanted certain information with regard to types and
usage of cellular service, which had been found out by the researcher, and
these were shown in the findings. Apart from these findings, the customer
satisfaction of Airtel subscribers studied analytically and relevant
recommendations were given under suggestions.
The researcher hopes that if the company takes note of various findings
and implement the suggestions, it can increase its market share. It can
ultimately retain its market share even competing with TATA & RELIANCE
of CDMA Technology too.
The future world depends on communication network. The ideal way to
communicate faster is to go for cellular service.
BIBLIOGRAPHY

Books:

S.No Author Name Title of the Book Edition/Year

1 Philip Kotler Marketing Management Millenium

Essentials of Marketing Edition/2000


2 S.A.Chunawalla 1995
Research
3 Dr.D.D.Sharma Marketing Research Millenium

Business Statistics & Edition/2000 7th


4 David J Luck/
Operations Research Edition/ 1996
Ronald S Rubin Elementary Statistics
Dr S P Gupta / Dr
5 Business Statistics First Edition /1 997
P K Gupta / Dr
6 H C Saxena
Manmohan 1995
7 S P Gupta & M P 1997
Web Links: Gupta

www.Bharti.com

www.Airtelworld.com

www.google.com

www.indiatelecomnews.com

www.iamai.in

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