Summer Training Research Project Report On

Market Research Of Potential Customer For Internet & Leased Line Connections In SMES & SMBS

For the partial fulfillment of the requirement of

MASTER OF BUSINESS ADMINISTRATION

Affiliated to Mahamaya Technical University, Noida (U.P.) (2011-2013)

Under The Guidance of:

Ms. Vibhuti chugh

Submitted by :
Mr. Subham Singh

Roll No:- 1168470149

GNIT Management School

6-C, Knowledge Park-II, Greater Noida ( G. B. Nagar)

GNIT Management School

6-C, Knowledge Park-II, Greater Noida (G. B. Nagar) Date:

To Whom It May Concern

This is to certify that Mr. Subham Singh Student of

M.B.A. course (2011-13) at GNIT Management School with dual specialization in Marketing & Finance has satisfactorily completed the summer Research project on Market Research Of
Potential Customer For Internet & Leased Line Connections In SMES & SMBS. This study is done under the guidance of the

undersigned by partial fulfillment for the award of M.B.A. I wish him/her all the best for bright future ahead.

Faculty Supervisor

Director

ACKNOWLEDGEMENT
This project has been a great learning experience for me . I would like to express my gratitude to those guided through out and without their helpand co-operation project would not be possible. At the very outset i would like to express my sincere gratitude to Mr. Ritesh Gupta (ASM-Sale & Marketing, Lucknow Telecom Circle) of Bharti Airtel. Who was kind enough for providing me this opportunity to undertake my summer training in this organization. Again i want to express my sincere gratitude to Mr. Niraj Kumar (Circle HR Head) of Dishnet Wireless Ltd (Aircel), Bihar, whose sincere help, cooperative guidance has enlighten the way to accomplish this project. His profound knowledge with professional experience accelerated my venture. Getting his advices and valuable time during my summer internship overwhelms me. Back to my institution, I acknowledged with gratitude with suggestion received from my internal guide Ms. Vibhuti Chugh, I express my gratitude to him whom has given me his valuable suggestions in my project.

CONTENTS
Topic Executive Summary Chapter 1 Introduction Chapter 2 Industry Profile Chapter 3 Company Prfile Chapter 4 Research Methodology Chapter 5 Data Analysis and Interpretation Chapter 6 Finding and Conclusion Chapter 7 Bibliography APPENDIX 79 62 55 36 26 8 Page No 7

83 85
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Executive Summary
The SIP titled Market Research Of Potential Customer For Internet & Leased Line Connections In SMES & SMBS. The main objective of the study was to know how the customers of AIRTEL Broadband perceive its Services in Lucknow City are satisfied with the services provided by AIRTEL and also to identify the factors affecting the preferences of the customers. As a part of my study I covered most of the areas in Indore including places like Hazratganj, M.G.Road, Mahanagar, Gomatinagar. The sampling technique used for this study was simple random sampling and the sample size was 100. The tool which I used to analysis the data was simple average method and the datas where put in tabular form as well as in chart form also.

As a result of this survey I was able to conclude that more than 70% of the customer was satisfied by the service provided by AIRTEL and the factors like customer service, technical factors affected the preference of consumers in choosing AIRTEL.

CHAPTER 1 INTRODUCTION
INTRODUCTION AIRTEL

INTRODUCTION TO THE STUDY

The management thesis which I was done as a part of my studies is Market Research Of Potential Customer For Internet & Leased Line Connections in SMES & SBMS. The study I conducted provided me an excellent opportunity to implement all that I have learnt in my class room sessions in the practical outfield. The Bharti AIRTEL landline and broadband services has there in the market of lucknow couple of years and made there own identity in the market as a landline and broadband service provider with a good number of high pulsing customers. Among those good pulsing

customers the SME customers are also one of them. AIRTEL mainly focus on the customers of SME customers who pays the average monthly bill amount of above Rs.2500/-. I am doing my thesis on this particular topic due to the reason that I believe it will help me know more about the marketing strategy, competitiveness and also about the customer behavior. My thesis will help the company to know more about their strength, customers and the area where they have to concentrate more and also about their competitors strategy. This will also help the company to build a good relationship with the custome.

CUSTOMER
A customer is someone who makes use of the paid products of an individual or organization. This is typically through purchasing or renting goods or services. The word historically derives from custom, meaning habit; a customer was someone who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold there rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her custom, meaning expected purchases in the future. The shopkeeper remembered the sizes and preferences of his or her customers, for example. The word did not refer to those who purchased things at a fair or bazaar, or from a street vendor. Types of customers Customers can be classified into two main groups: internal and external. Internal customers work for the organization, possibly in another department or another branch. External customers are essentially the general public.

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Internal customers People working in different departments of the vendors organization. People working in different branches of the vendors organization. External customers Individuals Businesses or business people, including suppliers, bankers and competitors.
NGOs, Government bodies, Voluntary organizations.

Needs and Expectations Customer needs may be defined as the facilities or services a customer requires to achieve specific goals or objectives. Needs are generally nonegotiable, but may be optional or of varying importance to the customer. In any transaction, customers seek value-for-money, and will often consider a range of vendors offers before settling on a purchase. Customer expectations are based n perceived values of facilities or services as applied to specific needs. Expectations are influenced by cultural values, advertising, marketing, and other communications, both with the supplier and with other sources. Expectations are negotiable and modifiable.

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Both customer needs and expectations may be determined through interviews, surveys, conversations or other methods of collecting information. Customers at times do not have a clear understanding of their needs. Assisting in determining needs is a valuable service to the customer, the process, expectations may be set or adjusted to correspond to known product capabilities or service levels. A Customer can be defined on a businessmans or Sellerss point of view as: A customer is the most important person in any business. A customer is not dependent upon business. Business is dependent upon him. A customer is an essential part of the business- not an outsider A customer is not just money in the cash register. He is a human being with feelings and deserves t be treated with respect. A customer is a person who comes to sellers with his needs and his wants. It is sellers job to fill them. A customer deserves the most courteous attention the businessmen can give him. He is the lifeblood of every business. He pays the salary. Without him business would have to closed the doors. As marketers we must never forget int.
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 Thus customer is treated as the most important fundamental aspect of marketing other than competitor and values.

CUSTOMER SATISFACTION Customer satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprises customers are with the organizations efforts in a market place. Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products that organization provides are subject to competition whether by similar product6s or by substitution products. The reason an organization is interested in the satisfaction of its customers is because customers purchase the organizations products. Te organization is interested in retaining its existing customers and increasing the number of its customers. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to

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person. The state of satisfaction depends on a number of both psychological and physical variables. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products. Because satisfaction is basically a psychological state, it is a difficult thing to measure quantitatively. In other words, there are no units of satisfaction that have been defined.The usual measures of customer satisfaction involve a survey instrument with a set of statements. The customer is asked to evaluate each statement and then select from a scale how the customer agrees or disagrees with statement.

General model A general model of the buyer decision process consists of the following steps: Want recognition; Search of information on products that could satisfy the needs of the buyer; Alternative selection: Decision-making on buying the product;
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 Post-purchase behavior. There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. They may go by other names such as patients, clients, buyers, etc. without the customer, it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer action. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease. There exists an interaction between the desired results and customer satisfaction, customer loyalty and customer retention. They may go by other names such as patients, clients, buyers, etc. without the customer it is impossible for any business to sustain itself. Achieving the desired results is frequently a result of customer actions. Any business without a focus on customer satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease. There are several levels of Customers, they are: Dissatisfied customer Looking for someone else to provide product or service Satisfied customer Open to the newt better opportunity
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 Loyal customer Returns despite offers by the competition One of the ways to help obtain loyal customers is by having products and services that there is very little chance that the customer requirements will not be met and make them delightful. Of course one of the difficult is, understanding the true customer requirements. Even when you have the requirements in advance the customer can and will change them without notice or excuse. Having a good recovery process for a dissatisfied customer is a necessity.

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Customer satisfaction measurement program Customer satisfaction research is not an end unto itself. The purpose, of course, in measuring customer satisfaction is to see where a company stands in this regard in the eyes of its customers, thereby enabling service and product improvements which will lead to higher satisfaction levels. The research is just one component in the quest to improve customer satisfaction. Customer satisfaction and consumer behavior are very closely related. Consumer behavior is lightly different from customer satisfaction. Consumer Behavior is the study of how people buy, what they buy, when the buy and why they buy. It is a sub category of marketing that blends elements from psychology, sociology, socio psychology, anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups, it studies characteristics of individual consumers such as demographics, psychographics, and behavioral variables in an attempt to understand peoples wants, it also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general, today the customer satisfaction is also termed as customer delight; rather than satisfaction present day marketers try to make the

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customers delight. Indian business is facing a variety of newer challenges. The economy requires a different set of marketing responses, a major business response is to sustain freshness in marketing and, to locate business response is to sustain freshness in marketing and, to locate better approaches for delighting customers, the name of the current marketing game is sharply focus on customer satisfaction and

retaining the satisfied customer for life. The idea of delighting customers may sound simple. However, it demands extreme concentration and creativity in making it happen, it requires an organizational approach. Thus, the route to customer delight is most enduring when the entire organization is structured and geared for it under the challenge leadership of marketing. The marketers need an array of marketing skills, concepts and frame works for ensuring customer delight.

Models of consumer behavior: One of the best known of the explanatory models that have been developed to explain the interactions involved is that of Howard and Sheth. This contains a deal of common sense, although, as is often the case with such models, the rather obscure terminology makes it appear
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more confusing than it really is. The inputs (stimuli) that the consumer receives from his or her environments are:-

1. Significative the real (physical) aspects of the product or service (which the consumer will make use of) 2. Symbolic the ideas or images attached by the supplier (for example by advertising)

The outputs are what happens, the consumers actions, as observable results of the input stimuli.Between the inputs and outputs are the constructs, the processes which the consumer goes through to decide upon his or her actions.

Howard and Sheth group these into two areas:1. Perceptual those concerned with obtaining and handling information about the product or service, 2. Learning the processes of learning that lead to the decision itself. Such models can help theorists to explain consumer behavior better, but it can be difficult to put them to practical use.
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Brand Image and Brand Identity and Corporate Identity: Brand image, in the other hand, is the totality of consumer perceptions about the brand, or how they see it, which may not coincide with brand identity; companies have to work hard on the consumer experience to make sure that what customers see and think is what they want then to. Brand identity is the total proposition that a company makes to consumers the promise it makes. It may consist of features and attributes, benefits, performances, quality, service support, and the values that the brand possesses. The brand can be viewed as a product, a personality, a set of values, and a position it occupies in peoples minds. Brand identity is everything the company wants the brand to be seen as, Corporate identity is concerned with the visual aspects of a companys presence, when companies undertake corporate identity exercises; they are usually modernizing their visual image in terms of logo, design, and collaterals. Such efforts do not normally entail a change in brand values so that the heart of the brand remains the same what it stands for, r its personality. Unfortunately, many companies do not realize this fallacy, as they are sometimes led to believe by agencies and consultancy companies that
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visual changes will change the brand image. But changes to logos, signage, and even outlet design do not always change consumer perceptions of quality, service, and the intangible associations that come to the fore when the brand name is seen or heard. In total Tse and Wilton (1988) has given some detail in their definition for customer satisfaction as:The consumers response to the evaluation of the perceived discrepancy between prior expectations (or some norm of performance) and the actual performance of the product as perceived after its consumption.

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OBJECTIVES OF THE STUDY

The summer placement study helps the student to check whether the theory and practice actually matches. Organizational exposure helps the student to know how effectively they performed in the market. The primary objectives of the study was, To Analyzing the satisfaction level of customers towards Airtel Broadband service. The secondary objectives of the study was, a) To study how the customer choose their respective landline and broadband services. b) To find the awareness among the customers about Airtel Broadband and its new products. c) To find out the problems faced by the broadband users d) To analyze the position of Airtel Broadband against its competitors. e) To analyze the loyalty status of the consumers. f) To identify the customer preferences.
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g) To find out the strength and weakness of product and its competitors h) To make suggestion, if any to improve existing condition. i) To know if there are relationships between customer satisfaction and customer loyalty. The secondary objectives of the study was, a) To study how the customer choose their respective landline and broadband services. b) To find the awareness among the customers about Airtel Broadband and its new products. c) To find out the problems faced by the broadband users d) To analyze the position of Airtel Broadband against its competitors. e) To analyze the loyalty status of the consumers. f) To identify the customer preferences. g) To find out the strength and weakness of product and its competitors

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h) To make suggestion, if any to improve existing condition. i) To know if there are relationships between customer satisfaction and customer loyalty.

NEED AND SCOPE OF THE STUDY Today, for any organization or firm to survive in this competitive world depends on its ability to be dynamic and be different from the competition to be unique in the industry. Customer Satisfaction helps every organization to keep the existing customer and to build new customer. This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance. Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the companys present condition.
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FORMULATION OF HYPOTHESIS a) The more satisfied the customers are with the speed of data transmission, the higher is the customer satisfaction. b) The more satisfied the customers are with after sales service, the higher is the overall satisfaction. c) The process of getting the problem solved will increases the customer loyalty and satisfaction d) The higher is the overall satisfaction, the higher is the intention of additional purchase. (up gradation or new purchase ) The higher is the overall satisfaction, the higher is the intention of recommendation. LIMITATIONS OF THE STUDY
a)

The behavior of the customer while approaching them to fill the questionnaire was unpredictable.

b) c) d) e) f)

The shortage of time was another constrain for the study. There may be error due to bias of respondents. Lack of customers cooperation was a major constraint. Majority of the customer were too aggressive in nature. The sample was restricted to 300 customers, which may restrict the scope and completion of study.

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CHAPTER 2
INDUSTRY PROFILE
INTRODUCTION

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INTRODUCTION

Telecomm History Important discoveries

1842: 1843: 1865:

Wireless by conduction Early electromagnetic research, wireless by induction Induction and Dr. Loomis

Early radio discoveries 1879: 1880: 1880 - 1900: 1910: 1924: 1937: D.E. Hughes and the first radio-telephone reception The photo phone and the first voice radio-telephone call Radio development begins in earnest The first car-telephone The first car-mounted radio-telephone Early conventional radio-telephone development

The modern era begins 1946: The first commercial American radio-telephone service
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1947: 1948: 1969: 1973: 1978: 1980: 1981: 1982: 1990: 1992 : 1993: 1994:

Cellular systems first discussed The first automatic radio telephone service The first cellular radio system The Father of the cell phone First generation analog cellular systems begin Growth of Japanese cellular development NMT-- the first multinational cellular system The rise of GSM North America goes digital: IS-54 Telecommunication sector in India liberalized. Private sector allowed participating The telecom industry gets an annual foreign investment Rs 20.6 million The government of India granted License for the Metropolitan cites of Delhi, Mumbai, Kolkata & Chennai. Cellular mobile service to be duopoly , under a fixed license fee regime for 10 years. 19 more telecom circles get mobile licenses Kolkata became the first metro to have a cellular network Telecom Regulatory Authority of India is set up Annual foreign investment in telecom stands at Rs 17,756.4 million.

1995: 1995: 1997: 1998:

1999: 1999:

FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million Tariff rebalancing exercise gets initiated
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1999: 2000: 2000:

National Telecom Policy is announced. FDI inflow drops further down to Rs 918 million Amendment of TRAI Act.

MARKET
Growth trend in Telecomm industry

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PRIVATE PLAYERS IN INDIA

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CONSOLIDATED SCORES IN TELECOM IN INDIA

ALL INDIA GSM WIRELESS

MARKET SHAR IN DEC-2011:-

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The year 2011 was another remarkable year for AIRTEL. The company retained its Numero Uno slot in the Indian Wireless market. At the end of Dec-2011, the company had 55.16 mn subscribers up by 72.5% YoY. AIRTEL India ended the year with 39.86 mn subscribers. BSNL which gained spectrum by virtue of being a government company and facing criticism from private operators, managed to grow at a slower pace and ended the year with 32.71 mn subscribers. Idea Cellular had an impressive performance and ended the year with 21.05 mn subscribers. Aircel was the fastest growing cellular operator with subscriber base doubling in 2011 to 9.43 mn. [As usual CDMA operators are late and havent reported their numbers yet].

AIRTEL now holds the highest share in the GSM segment. However, with the entry of RComs GSM service the equation may not remain the same in late 2008 and 2009. [Currently, we discount the entry of Real Estate developers like Unitech, Parsvnath etc who dont understand the capital
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intensive business of Telecom]. As I have already said in my previous post, the unofficial lobby of GSM operators will continue to reduce rates and offer incentives and make the entry fornew operators so tough, that these new operators will only see RED on their balance sheet and be forced to rethink about Telecom ventures [I also know that some of them are being backed by Global Telcos, but still think its an uphill task].

GOVERNMENT POLICY
FDI Policy In Telecom Foreign direct investment (FDI) in telecom sector during AprilMarch(2011-2012) stood at US $ 1997 million as per the Department Of Industrial Policy & Promotion(DIPP) data. Total telephone subscriber base in the country reached 952.91 million at the end of April 2012 from 951.34 million at the end of March 2012. Total wireless subscriber base increased form 919.17 million in March 2012 to 921.02 million at the end of April 2012. Wireline subscription stood at 31.89 million at the end of April 2012. Overall tele-density has reached 78.71.

Foreign direct investment limit in telecom services is 74% subject to the following condition This is applicable in case of Basic, Cellular, Unified Access Services, National/International long distance, V-sat, Public Radio Trunked Services (PINRTS), Global mobile communications services(GMPCS) and othere value added services.

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 Both dire and indirect foreign investment in the licensee company shall be counted for FDI ceiling. Foreign investment shall include investment by foreign institutional investors currency convertible bonds(FCCBs). In any case indian share holding willnot be less than 26 percent. FDI upto 49 % is on the automatic route and beyond that on the government route. FDI in the licensee company/indian promoters/investment companies including their holding companies shall require approval of the foreign investment promotion board (FIPB). If it has a bearing on the overall ceiling of 74%. The investment approval by FIPB shall envisage the conditionality that the company could adhere to licence agreement. FDI shall be subject to laws of india and not the lows of the foreign countries.

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CHAPTER 3 COMPANY PROFILE

AIRTEL

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Business Description

Provides mobile, broadband & telephone (fixed line) and enterprise services (carriers & services to corporates)
Established

July 07, 1995 as a Public Limited Company

Proportionate Revenue

The consolidated total revenues for the quarter ended March 31, 2008 of Rs. 7,819 crore grew by 45% and EBITDA of Rs. 3,252 crore grew by 45% on a year on year basis. The cash profit from operations of Rs. 3,036 crore grew by 38% over last year. The net income for the quarter ended March 31, 2008 was Rs. 1,853 crore, a growth of 37% over last year.

The revenues and net income for the full year ended March 31, 2008 was Rs. 27,025 crore and Rs. 6,701 crore, a growth of 46% and 57% over the same period last year respectively.

AIRTEL had 6.4 crore subscribers, as on March 31, 2008, an increase in the total subscriber base of 65%, over the corresponding period last year and maintained its leadership position through an improved market share of all India wireless subscribers at 23.8% as on March 31, 2008, up from 22.4% corresponding to the same period of last year.

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Vision

By 2012 AIRTEL will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more business First private telecommunications company to launch long distance services. The company is a part of AIRTEL Enterprises, and is India's leading provider of telecommunications services. The businesses at AIRTEL have been structured into three individual strategic business units (SBUs) Mobile services, Broadband & telephone services (B&T) & Enterprise services. Digital TV Services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The Enterprise services group has two sub-units - carriers (long distance services) and services to corporate. All these services are provided under the AIRTEL brand.

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About Airtel

Tele-Ventures is a private sector telecommunications services provider with an aggregate of over 17.53 million customers as of December 2005, consisting of more than 16.33 million mobile customers. The company is the only operator to provide mobile services in all the 23 circles in India and also provides telephone services and Internet access over DSL in 15 circles. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore and is part of the consortium, which jointly owns and has developed the next generation undersea cable system SEA-MEWE-4. The company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. AIRTEL has redefined paradigms in the telecom industry through its innovative managed services agreements in the area of mobile network maintenance, management and deployment with Ericsson, Nokia and Siemens and with IBM for the consolidation, transformation and management of the comprehensive IT infrastructure and applications. AIRTEL has a market capitalization of over USD14 billion and has SingTel and AIRTEL as international strategic partners.

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AIRTEL Limited is one of Indias leading private sector providers of telecommunications services with an aggregate of over 23.29 million customers as of end of May 06, consisting of more than 21.86 million mobile customers. The Company was the first private operator to provide mobile services in all the 23 circles in India. The Company also provides telephone services and Internet access over DSL in 15 circles. The Company complements its mobile, broadband & telephone services with national and international long distance services. The Company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The Company is a part of the consortium, which jointly owns and has developed the next generation undersea cable system SEA-ME-WE-4. The Company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station.

Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'AIRTEL', one of India's finest brands, to becoming the largest manufacturer and exporter of world class telecom terminals under its 'Beetel' brand, AIRTEL has created a significant position for itself in the global telecommunications sector. AIRTEL is today acknowledged as one of India's finest companies, and its flagship brand 'AIRTEL', has over 23 million customers across the length and breadth of India.

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While a joint venture with TeleTech Inc., USA marked AIRTEL successful foray into the Customer Management Services business, AIRTEL Enterprises dynamic diversification has continued with the company venturing into telecom software development. Recently, AIRTEL has successfully launched an international venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export fresh Agri products exclusively to markets in Europe and USA. Service Areas: Delhi (Metro), Mumbai (Metro), Kolkata (Metro), Chennai (Metro), Andhra Pradesh, Assam, Bihar, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Kerala, Karnataka, Madhya Pradesh, Maharashtra, North East, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (E), Uttar Pradesh (W), West Bengal.

Bharti Airtel makes Facebooks mobile site free for its 130 million plus customers. Now use internet to browse, record shows through your Airtel digital TV recorder. Bharti Airtel to Observe Silent period from June 30, 2010. Airtel digital TV Adds High Definition Excitement to Soccer Fever -Offers ESPN on HD platform for customers. Airtel App Central - Indias first mobile app store celebrates 4 months of store opening. Bharti, Cisco, and Servion join hands to offer Hosted Contact Center Services.

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Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) 1. Mobile Services 2. Airtel Telemedia Services 3. Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel Telemedia Services: Airtel is offering broadband & Internet services across 94 cities in India. It is powered by DSL technology which gives you blazing-fast; secure Internet access as soon as you switch on your computer.
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It also gives you the power of limitless discovery on Internet from shopping to banking, paying bills to making new friends and not to mention endless fun & learning for children. The special features of Airtel broadband services are,

Why wait to connect - With Airtel Broadband, the internet is always ON, always available. No more waiting for dial-up to connect. You are ready to use the internet as soon as you switch on your computer. Power Surfing - With speed of up to 2Mbps, feel the excitement of doing more on Internet. Shop, download MP3, exchange heavy files and chat at an enviable speed, all thanks to an extensive Broadband Services infrastructure. No more

disconnections in the middle of download. Surf while you talk - No more missed calls or blocked telephone lines while using the internet. Airtel Broadband Services connection does not block existing telephone lines and allows one family member to use the phone while another member surfs the net. Robust installation - The world class infrastructure & end-toend digital network of underground copper cable lines ensure
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an extremely robust connection that eliminates the risk of damage. Superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet. 24x7 customer supports The 24x7 customer support unit helps you to serve better. It works for round-the-clock, 365 days a year. The customer feedbacks are carried out with great care. Speed on demand The customer can enjoy a dedicated speed of up to 2 Mbps without having to change your subscription plan. Whats more, you only pay for what you use. Airtel PC security - Airtel along with FSecure, one of the best in PC security, provides you with a service that tries to answer a Broadband customers most frequently asked question Is my PC safe?. Payment options Airtel offers you a number of payment methods like cash payment, ECS- Easy payment method, Credit card method, check drop boxes, online payment. You can choose any one of the method for paying the cash.

Services: The services offered by Airtel Broadband & Internet are listed below:
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1. Video Surveillance Solutions With this service you can observe your office, warehouse, shop and staff from your PC from anywhere and at all times, with the Video Surveillance Solution. 2. In Touch In Touch is a great way to stay connected. It is an easy-to-use personal communications service that connects you with your friends and family, using a PC or a TV and a Broadband (high speed) Internet connection. With In Touch you can do various activities like Video & Audio messaging, video & Audio Calling, Video Postcard TM service etc.

3. NetXpert NetXpert is automated broadband care technology. Globally accepted and successfully used by over 38 million customers worldwide, the NetXpert provides immediate solutions for Internet connectivity related problems. The NetXpert helps in the speedy installation and activation of the Broadband connection on your PC. Thereafter, it helps to identify any system or network problems that may come up from time to time. With NetXpert, you can detect and repair most problems, all by yourself, and experience the joys of uninterrupted Broadband.
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4. Online Tests Airtel Broadband Services offer you online competitive tests for GRE, GMAT, SAT and MBA, from the comfort of your home. 5. Wifi Wifi is a wireless technology brand by the Wifii Alliance that gives you a host of fantastic advantages ranging from reliability to security. The simple installation procedure gives you access to unsurpassed performance instantly. Common applications for Wifi include Internet and VoIP phone access, gaming, and network connectivity for consumer electronics such as televisions, DVD players, and digital cameras. Just like cell phones, televisions and radios, the wireless network also uses radio waves.

Company history As soon as the telecom industry opened to private sector investment beginning 1994,a large number of Indian companies entered the segment with varying force, different strategies, and assorted aspirations; Bharti Airtel was one of the first comers, which in times to come was going to be the Numero Uno storywriter of The Great
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IndianTelecom story. Bharti launched its first cellular telephony service Airtel in Delhi in September 1995, which was Delhis first & Indias second after Modi Telestra. Bharti Airtelsince its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The company has an eventful history. Each year its existence was marked by a number of major events that have helped shape the company as we know it today. 1995-1996 Launches mobile service brand Airtel in Delhi and Himachal Pradesh. British telicom plc( BT ) acquire a stake in the company. 1995-1998 Becomes the first private telecom opretars to obtain a license to provide basic telephone services in Madhya Pradesh. Forms Bharti BT vast ltd., focused on providing vast solution across India and bharti BT internet ltd. 1999-2000 Acquires jt mobile, cellular services operator in Punjab, Karnataka and andra pradeh and becomes the largest private sector telecom operator in India.

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2001-2002 Launches India one, Indias first private sector nation and international long distance service. Become the largest cellular operator in the country by in the east Kolkata through acquisition and obtaining licenses for 8 circles. 2003-2004 Joins the us$ 1 bn revenue club Enter into historic strategic partnership with IBM and Ericsson for outsourcing the companys core it and network activities. 2005-2006 Acquires an all-India footprint with the launch of mobile services in Assam Vodafone, the world largest mobile service provider, acquires 10% economic interest in the company. Becomes Indias largest integrated private operator based on the total consumer base 2006-2007 Receive a latter of offer form telecommunication regulatory commission of Sri Lanka to provide 2g and 3g mobile services in Sri Lanka. Makes a foray into the USA with the launch of airtel callhome service for non resident Indians based there

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2008-2009 It has become the first service provider to cross 10-carore subscribe base across India. Voted Indias most innovative company - in a survey conducted by The wall street Journal in 2008

2009-2010 Offers fastest wire line broadband on VDSL2 technology in India Registrations open for the 2nd edition of the Airtel Delhi Half Marathon; in excess of 28,000 people will run together on November 1, 2009. 2010-2011 Bharti Airtel Limited (Bharti), Asias leading telecommunications service provider announced that it has entered into a legally binding definitive agreement with Zain Group (Zain) to acquire Zain Africa BV based on an enterprise valuation of USD 10.7 billion. Bharti Airtel makes Facebooks mobile site free for its 130 million plus customers.

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Management Profiles Sunil Bharti Mittal:- Founder, Chairman and Group CEO of Bharti Enterprises. Manoj Kohli: - CEO (International) & Joint MD Bharti Airtel Ltd. Sanjay Kapoor:- Bharti Airtel Ltd. (India & South Asia). Atul Bindal:- President Mobile Services. K Srinivas: - President of telemedia services. Jyoti Pawar: - Director Legal and Regulatory of Bharti Airtel. Shamini Ramalingam:- Director - Internal Assurance of Bharti Airtel Limited. Joachim Horn: - Executive Director Network Services Group. S.Asokan:- Executive Director - Supply Chain. Krishnamurthy Shanka: - Director Human Resources. Srikanth Balachande:- Chief Financial Officer Amrita Gangotra:-Director IT (India & South Asia)

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Business Sections

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers. The group offers high speed broadband internet with a best in class network. With Landline services in 94 cities we help you stay in touch with your friends & family and the world. Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 94 cities. The Enterprise services group has two sub-units - carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand.

Business Divisions

Mobile Services Bharti Airtel offers GSM mobile services in all the 23telecom circles of India and was the first private telecom service provider to Connect all states of India.
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Broadband & Telephone Services Our Broadband (DSL) & telephone Services (fixed line) are present in the 92 cities across India. Enterprise Services (Carriers) With 35,016 kilometers of optic fiber network we are a leading national long distance service provider. For international connectivity to east, we have a submarine cable landing station at Chennai.

Products of Bharti Airtel Broadband and Telephony Services. DEL Direct Exchange Line Land line Phone (Voice) DSL Digital Subscriber Line for data Telephone Instrument Touchnet Dial-up-service

Business focus of Bharti Airtel Broadband and Telephony Services.

Operational excellence Reducing churns Tightening cost Utilizing capacity

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Quality Policy of Bharti Airtel broadband and Telephony Services. Reduction of error level. Reduction of operating cost. Reduction of cycle time. Organizational Culture of Bharti.

Cut hierarchy to where knowledge resides. Act transparently and couragebly.

Process focus of Bharti Airtel broadband and Telephony Services. Process standisation and customization Best practice replication Speed of urgency

Strategy of Bharti Airtel Broadband and Telephony Services. Centralized reporting system Customers of Bharti Airtel Broadband and Telephony Services.

Residents Small and middle enterprises PCOs(public call office) Corporates

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Competitors of Bharti in Broadband and Telephony Services. Bsnl Relience Tata indicom

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CHAPTER 4
RESEARCH METHODOLOGY

55

RESEARCH METHEDOLOGY The success of the analysis mostly depends on the methodology on which it is carried out. The appropriate methodology will improve the validity of the findings.

Area of the study: The study was mainly concentrated on Lucknow region. Research Design: Descriptive Research: Descriptive research includes survey and factfindings enquire of different kinds. The major purpose of descriptive research is description of the state affairs, as it exists at present. Data Collection: The study is based on the data collected through primary and secondary sources. Primary Data: An interview schedule was designed to collect primary data from various broadband users. Secondary Data: Secondary data was collected from journals, magazines, web sites and from other relevant publications.
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 Sampling Design: The sampling design mainly consists of the sample taken for the study along with the sample size, sample frame and sampling method.

Sample Universe: All customers using broadband connection was taken as the sample universe. Sample Size: From the universe, sample sizes of 100 customers were selected for the purpose of the study. Sample Frame: The customers were selected on a random basis from which the respondents were selected based on convenience. Sampling Method: Convenience sampling was used, based on the willingness and availability of the respondents. The study was conducted on consumers with different type of business. Research period: The time for the project was limited to 45 days only (from 1 June-15 July). From this, 45 days was spent for the collection of data.
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OBJECTIVES OF THE STUDY The summer placement study helps the student to check whether the theory and practice actually matches. Organizational exposure helps the student to know how effectively they performed in the market. The primary objectives of the study was, To Analyzing the satisfaction level of customers towards Airtel Broadband service. The secondary objectives of the study was, j) To study how the customer choose their respective landline and broadband services. k) To find the awareness among the customers about Airtel Broadband and its new products. l) To find out the problems faced by the broadband users m) To analyze the position of Airtel Broadband against its competitors. n) To analyze the loyalty status of the consumers. o) To identify the customer preferences.
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p) To find out the strength and weakness of product and its competitors q) To make suggestion, if any to improve existing condition. r) To know if there are relationships between customer satisfaction and customer loyalty.

NEED AND SCOPE OF THE STUDY Today, for any organization or firm to survive in this competitive world depends on its ability to be dynamic and be different from the competition to be unique in the industry. Customer Satisfaction helps every organization to keep the existing customer and to build new customer. This research is aimed at profiling the standard customer with an aim to increase the network and improve company-customer relations. The information gathered through this research can be used by the
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company to improve its services and became more customers friendly. This can increase the goodwill of the company and its overall performance. Thus this study is aimed to provide the management with some knowledge about its status in market both in terms of sales and customer awareness. The research also aims to provide some ideas to improve the companys present condition.

FORMULATION OF HYPOTHESIS e) The more satisfied the customers are with the speed of data transmission, the higher is the customer satisfaction. f) The more satisfied the customers are with after sales service, the higher is the overall satisfaction. g) The process of getting the problem solved will increases the customer loyalty and satisfaction h) The higher is the overall satisfaction, the higher is the intention of additional purchase. (up gradation or new purchase ) i) The higher is the overall satisfaction, the higher is the intention of recommendation.

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LIMITATIONS OF THE STUDY

g)

The behavior of the customer while approaching them to fill the questionnaire was unpredictable.

h) i) j) k) l)

The shortage of time was another constrain for the study. There may be error due to bias of respondents. Lack of customers cooperation was a major constraint. Majority of the customer were too aggressive in nature. The sample was restricted to 300 customers, which may restrict the scope and completion of study.

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CHAPTER 5
DATA ANALYSIS AND INTERPRETATION

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Table showing necessity of net connection in the organization Table 1

Opinion Very much needed Some what needed Not so needed Total No. of respondents 57 39 4 100 Percentage 57 39 4 100

Chart 1
60 50 40 30 East 20 10 0 Much Needed Some what Not so 4 39 57

The Interpretation is that 57 % of the organizations are primarily depending on Internet usage. And 39 % of the organizations are using it as supporting activity for doing their business. Only 4 % of the
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organizations are thinking that internet is not necessary for doing there business. Table showing the type of connection used in the organizations
Table 2 Connection type Broadband Dial-up GPRS others Total No. of respondents 100 0 0 0 100 Percentage 100 0 0 0 100

Chart 2
100

100 90 80 70 60 50 40 30 20 10 0

East

0 Broadband Dial-up

0 GPRS

0 others

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The Interpretation is that all of the sample units were using Broadband connection and none of them were using other type of connection for organizational usage.

Table showing number of systems used in organizations

Table 3 Number of systems Lesser than 10 10 20 21 30 Greater than 30 Total No. of respondents 76 16 4 4 100 Percentage 100 16 4 4 100

Chart-3

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4% 16%

4%
lesser than 10 10-20 21-30 Greater than 30

76%

The interpretation is that 76 percentage of the organization is having less than 10 systems. Sixteen percentages of organizations are having between ten to 20 computers. Only 4 organizations are having between 21-30 and greater than 30 systems. Table showing telecom expense for voice
Table 4 Amount Below 2500 2500-5000 5001-1000 Above 10000 Total No. of respondents 45 37 13 5 100 Percentage 45 37 13 5 100

Chart 4
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13%

5% 45% Below 2500 2500-5000 5001-1000 Above 10000

37%

The interpretation is that around 45 % of the customers in the sample have voice billing below 2500 Rs. 37 % of the customers have billing between 2500 and 5000. And 13 % of the customers have billing in between 5001 and 1000. Only 5 customers have billing above 10000. Table showing telecom expense for Data transmission
Table 5 Amount Below 2500 2500-5000 5001-1000 Above 10000 Total No. of respondents 20 38 37 5 100 Percentage 20 38 37 5 100

Chart 5
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Above 10000 5% 5001-1000 37%

Below 2500 20% Below 2500 2500-5000 5001-1000 Above 10000 2500-5000 38%

The interpretation is that 20 % of the customers have Data (internet) billing below 2500/- . 38 % of the customers have billing in between 2500 and 5000. 37 % of the customers have billing of between 5001 and 1000. The remaining 5 % of the customers have data billing above 10000/- Rs.

Table showing reason for choosing Airtel broadband connection

Table 6 Characteristics Offers Service quality Speed & security of Data Brand Name Total 20 100 20 100 No. of respondents 13 37 30 Percentage 13 37 30

Chart 6
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Brand Name 20%

Offers 13% Offers Service quality Speed & Security Brand Name Service quality 37%

Speed & Security 30%

The interpretation is that only 13% of the customers preferred Airtel broadband because of offers. The highest 37 % of the customers

preferred Airtel because of the quality of service offered by Airtel. The second most 30% of the customers have preferred because of the Speed of internet service. It also shows the brand name also has some implication before choosing Airtel Broadband services. 20% of the customer has chosen Airtel because of the brand name Airtel. Table showing customer rating of speed of Data transmission
Table 7 Ranking Poor Fair Good Very good No. of respondents 6 21 55 16 Percentage 6 21 55 16
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Excellent Total

2 100

2 100

Chart 7

Very good 16%

Excellent Poor 2% 6%

fair 21%

Poor fair Good Very good Excellent

Good 55%

The interpretation is that around 55% of the customers rated the speed of data transmission is very good in Airtel broadband. Only 6% of the customers are worried about the speed. 2% of the customers rated it as Excellent.

Table showing customer rating of Safety of Data transmission

Table 8 Ranking Poor Fair Good No. of respondents 6 20 47 Percentage 6 20 47
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Very good Excellent Total

22 5 100

22 5 100

Chart 8

Very good 22%

Excellent 5%

Poor 6%

fair 20%

Poor fair Good Very good Excellent

Good 47%

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The interpretation is that 47% of the customers rate safety of data as good. 22 % of customers ranked it as very good. Only 6 % of the customer feels it as bad. The customer who ranked it excellent contributes 5 % of the sample size. Table showing customer rating of security of Data during processing
Table 9 Ranking Poor Fair Good Very good Excellent Total No. of respondents 3 25 45 19 8 100 Chart 9 Percentage 3 25 45 19 8 100

Very good 19%

Excellent 8%

Poor 3%

fair 25%

Poor fair Good Very good Excellent

Good 45%

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The interpretation is that 45 % of the customer has ranked network security in Airtel broadband connection as good. Some 19 % has ranked it as very good. Only 3% has ranked it as poor. 25% of the customers has ranked it as fair. Table showing customer ranking of usage experience
Table 10 Ranking Poor Fair Good Very good Excellent Total No. of respondents 10 15 38 25 12 100 Percentage 10 15 38 25 12 100

Chart 10

Excellent 12% Very good 25%

Poor 10%

fair 15%

Poor fair Good Very good Excellent

Good 38%

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The interpretation is that around 38% of the customers has ranked the usage experience was good. 25% of the customers ranked it as very good. 12% of the customers ranked it as excellent. Also 10 % of the customer rated it as poor. Table showing customer rating of after sales service
Table 11 Ranking Poor Fair Good Very good Excellent Total No. of respondents 13 14 35 26 12 100 Percentage 13 14 35 26 12 100

Chart 11

Excellent 12%

Poor 13% fair 14%

Very good 26% Good 35%

Poor fair Good Very good Excellent

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The interpretation is that, 12% of the customer has rated the after sales service as excellent. Some 26 % rated it as very good and 35% as good. But the concern is that 13 % of the customer also feel that the after sales service is poor.
Table showing customer rating of How Airtel helped them solve their problem Table 12 Ranking Poor Fair Good Excellent Total No. of respondents 7 27 53 13 100 Percentage 7 27 53 13 100

Chart 12

Excellent 13%

Poor 7% fair 27% Poor fair Good Excellent

Good 53%

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The interpretation is that 13 % of the customer feels that the connection with Airtel broadband helped them to solve their network related problem which exists in earlier. Most of around 53 % felt that, it was good. 27% of the customer felt it was fair. Only 7% of the customer felt it as poor solving their network problem. Table showing Rating of Airtel broadband with other competitors in the same category
Table 13 Ranking Much better Some what Same Worse Total No. of respondents 45 35 10 10 100 Percentage 45 35 10 10 100

Table 13

Same 10%

Worse 10% Much better 45% Much better some what Same Worse

some what 35%

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The interpretation is that around 45 % of the customers feel that Airtel broadband is much better than other products in this category. 35% customer feels that Airtel broadband is somewhat better than competitor products. Around 10% of the customer feels that it has the same service as that of competitors. And 10% of customer feels that it is worse than its competitors. Overall satisfaction level of Airtel broadband customers
Table 14 Ranking Highly dissatisfied Dissatisfied Average Satisfied Highly satisfied Total No. of respondents 7 11 19 44 19 100 Percentage 7 11 19 44 19 100

Chart 14

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Highly Satisfied 19%

Highly dissatisfied 7%

Dissatisfied 11%

Highly dissatisfied Dissatisfied Average Satisfied Highly Satisfied

Average 19% Satisfied 44%

The interpretation is that 19% of the SME customer is highly satisfied with the overall service provided by Airtel broadband. 44% of the customer is satisfied with the overall service offered by the service. Around 7% of the customer are highly dissatisfied bye the service.

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CHAPTER 6
FINDING AND CONCLUSIONS

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Findings

1. Quality of the service provided plays an important role in keeping the existing customers and to bring new customers. 2. In most of the organization, Internet plays an important role in the day to day activities. 3. Most of the organizations prefer broadband connection over other type of connection because of speed and other compatibility of service. 4. A number of the organization preferred Airtel because of the quality of service provided and also for the speed of data transmission. 5. Many customers have rated the speed of data transmission is very good. Some customers had complaints regarding the speed. This is mostly due to number of systems connected by single broadband connection. 6. The safety and security of Airtel network is rated very well by most of its customers. Safety of data is very important in any type of organization. Airtel with its own PC security suite helps organizations protect its data from theft and prevents it from harmful attacks. 7. After sales service plays essential part of customer satisfaction. More than 10% customers have complaints regarding the after sales service of Airtel broadband. But a number of customers have reported it excellent and very good. 8. Customers feel Airtel broadband was much better than other competitive products of the same category. This shows the place Airtel has achieved in the minds of the customer in Indore region. 9. The overall satisfaction level is very high among customers.
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Suggestions On completion of the project work Customer perception towards Airtel broadband service among Small and medium scale industries (SME) customers of Indore, I would like to give my suggestions which the company can make use of:1. The customer rate quality of the service as the most relevant one and hence Airtel Broadband services should maintain the quality in services and should make improvements in this feature. 2. Some customers are planned to discontinue because of high billing and after sales service is not good. Though it is a small percentage the company should focus on these to keep the brand image in the minds of people. 3. If any complaint is observed from the customers, it should be dealt quickly. This will reduce the chance for dissatisfaction. 4. Many dissatisfied customers asked for more information about other plans or change of plans. So the dissatisfaction may be due to providing wrong plans by the sales persons. So the company can make use of this opportunity to retain its customers by providing the right plans. 5. SME segment is a high potential market (especially in Indore) and the company should take care of more promotional activities in which advertisement plays and effective role and hence to have a competitive edge over other brands. 6. Lack of awareness about the plans is high among customers. So the company must provide an awareness program about the specialized plans for them. The detailed billing is provided as a value added service in Airtel broadband. It is free of cost in its competitors like BSNL. So the company could provide the service as free of cost. It will help customers clear their doubts about billing and hence to improve their satisfaction level
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CONCLUSION The project titled Market Research Of Potential Customer For Internet &
Leased Line Connections In SMES & SMBS. was carried out among the

customers/consumers in Lucknow Region. The overall objective of the study was to fine out how the customer perceives Airtel broadband services and to find out their satisfaction towards the service against its competitors. The study revealed the picture of customers perception and satisfaction which help Airtel broadband to encourage more people to be the customers/consumers of Airtel Broadband.

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CHAPTER 7 BIBLIOGRAPHY

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 Philip Kotler and Gery Armstrong ,Principles of Marketing Management Ramaswamy V.S, Namakumari S; Marketing management D.D. Sharma, Marketing Research Green & Tull, Marketing Research Kothari C.R, Research Methodology- Methods and Techniques; Second Edition; 2004 Websites: WWW. BHARTIAIRTEL.IN WWW. AIRTEL.IN WWW. GOOGLE.COM

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CHAPTER 8 APPENDIX

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QUESTIONNAIRE
Name of the organization : _____________________ Authorized Persons name and Contact No : _____________________ Type of the Business : ______________________ How Long in this Field :______________________ 1. Do you think Net-Connection is necessary for your organization? Very much needed Some what needed Not so needed [ ] [ ] [ ]

2. Which Net-Connection is used in your Organization? Broadband Dial-up GPRS [ ] [ ] [ ]

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Others (Wireless...)

[ ]

3. How many Systems are connected in the firm? a) Less than 10 b) 10 20 c) 21 30 [ ] [ ] [ ]

d) Greater than 30 [ ] 4. Total Telecom Expense including voice & Data a) voice Below 2500 [ ] 5000-10000 Above 2500 [ ] [ ] Above 10000 [ ]

b) Data Below 2500 [ ] 5000-10000 Above 2500 [ ] [ ] Above 10000 [ ]

5. Why do you prefer Airtel Connection in your organization? Offers Quality of Service [ ] Speed & Safety Brand Name [ ] [ ] [ ]

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6.Rate the following Particulars Poor Speed Fair Good Very Good Excellent

Safety

Security

Usage Experience After Purchase Service (warranty, repair, customer service)

8. The process of getting your problem resolved was: Very poor [ ] poor [ ] Fair [ ] very good [ ] Excellent [ ]

9. Compared to other product in this category, would you say that our product is.
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Much better

[ ]

somewhat better [ ]

same [ ]

worse [ ]

10. Overall, I rate Airtel Broadband. Very poor [ ] Fair [ ] good [ ] very good [ ] Excellent [ ]

11. Purpose of visit:_______________________________________________________ _______________________________________________________ ________________________

12. Is customer care executive attended you well? a) Yes b) No

13. Do you feel comfortable in the environment? a) Yes b) No

14. Are you satisfied with executives job knowledge? a) Yes b) No

15. Is your problem solved? a) Yes b) No

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16. In how much time your problem is solved? _______________________________________________________ ____________

17. No. of visit made by you? _______________________________________________________ ____________

18. Whether you got confirmation of resolution? a) Yes b) No

19. Do you have any suggestion in your Airtel Connections? .............................................................................................. ............................................................................................. ............................................................................................

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