A Major Project Report on

A STUDY ON CUSTOMER SATISFACTION TOWARDS AIRTEL PLANS

Submitted in partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration BBA (General) programme of Guru Gobind Singh Indraprastha University, Delhi.

Submitted To: Ms. Shitika

Submitted by: Tanu Kukreja 06212201710

Delhi College of Advanced Studies B-7,Shanker Garden, Vikaspuri New Delhi 110018 Batch (2010-2013)

DECLARATION
I, hereby declare that this Major Project Report, entitled A study on Customer Satisfaction towards Airtel plans, is an authentic work carried out by me. It has not been submitted earlier for award of any degree or diploma to any institute or university.

Place: New Delhi Date:

Candidates signature Name: Tanu Kukreja Enroll. No.: 06212201710

Countersigned

Name : Supervisor Delhi College of Advanced Studies

EXECUTIVE SUMMARY
Mobile penetration is currently exploding in India and BhartiAirtel has been riding the crest of the huge mobile industry wave that has been formed. Vast market opportunities have now opened up the playing field in Indian telecom market and also have made it much more competitive. In this type of competitive environment it will be interesting to find out how AIRTEL will retain its number one position. The objective of the study is to find out how satisfied customers are with the products or services they receive from Airtel. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customers expectations.

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

Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general satisfaction is a persons feelings o f pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and expectations. 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 when a better offer comes along. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The result is high customer loyalty.

Why is it important?
There are a number of reasons why customer satisfaction is important in AIRTEL: Meeting the needs of the customer is the underlying rationale for theexistence of community service organizations. Customers have a rightto quality services that deliver outcomes. Organizations that strive beyond minimum standards and exceed

theexpectations of their customers are likely to be leaders in their sector. Customers are recognized as key partners in shaping servicedevelopment and assessing quality of service delivery. The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

TABLE OF CONTENTS
S.No. Topic Page No

1 2 3 4 5 6

Declaration Acknowledgement Executive Summary List of Tables List of Figures Chapter-1: Introduction Industry Profile Profile of the company Objective of the study Scope of the study Research Methodology

Chapter-2: Conceptual Framework Customer Satisfaction CustomerSatisfaction Illusion & Trap Customer Satisfaction in 7 Steps. Promotional Strategy

8 9

Chapter-3: Data Analysis and interpretation Chapter-4: Summary and Conclusion Result of the Study Limitations Recommendations

10 11

Bibliography Appendices

LIST OF TABLES
Table No. 1 2 3 Title Opinion on signalling in their area Opinion on customer care services Opinion on customer care employees response to customers questions 4 5 6 How many customers use internet services Opinion on internet services Number of times customers log into internet per day 7 8 9 Rating for internet speed Maximum recharge per month Table showing whether offers are used by customers 10 11 12 Opinion on offers used by customers Table showing up-to-date with current offers Table showing whether customers used other network connection than Airtel 13 Opinion on Airtel compared to other connections Page No.

LIST OF FIGURES
Figure No. 1 2 3 Title Opinion on signalling in their area Opinion on customer care services Opinion on customer care employees response to customers questions 4 5 6 How many customers use internet services Opinion on internet services Number of times customers log into internet per day 7 8 9 Rating for internet speed Maximum recharge per month Table showing whether offers are used by customers 10 11 12 Opinion on offers used by customers Table showing up-to-date with current offers Table showing whether customers used other network connection than Airtel 13 Opinion on Airtel compared to other connections Page No.

CHAPTER I INTRODUCTION
Industry Profile Indian mobile telephone market is increasing day by day and there is more to happen with technological up gradations occurring nearly every day and the ever-increasing demand for easier and faster connectivity, the mobile telephony market is expected to race ahead India has a fast-growing mobile services market with excellent potential for the future. With almost five million subscribers amassed in less than two years of operation, India's growth tempo has far exceeded that of numerous other markets, such as China and Thailand, which have taken more than five years to reach the figures India currently holds. The number of mobile phone subscribers in the country would exceed 50 million by 2005 and cross 300 million by 2010, according to Cellular Operators Association of India (COAI). According to recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such growth rates can be greatly attributed to the drastically falling price of mobile handsets, with price playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions can acquire the handset at almost no cost, thanks to the mass-market stage these technologies have reached internationally. The Indian consumer can buy a handset for $150 or less. This should lead to increased subscribership. This market is growing at an extremely fast pace and so is the competition between the mobile service providers. With the presence of a number of mobile telephone services providers including market leaders like Airtel, Reliance, Idea Cellular, Tata Indicom, Spice Communications etc who are providing either of the two network technologies such as Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). In cellular service there are two main competing network technologies: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA).

Understanding the difference between GSM and CDMA will allow the user to choose the preferable network technology for his needs. Global System for Mobile Communications (GSM) is a new digital technology developed by the European community to create a common mobile standard around the world. It helps you achieve higher small capacity and better speech quality and one can enjoy crystal clear reception on ones mobile phone. It automatically solves the problem of eavesdroping on ones calls. Code Division Multiple Access (CDMA) describes a communication channel access principle that employs spread spectrum technology and a special coding scheme (where each transmitter is assigned a code). It is a spread spectrum signalling, since the modulated coded signal has a much higher bandwidth than the data being communicated. CDMA is the current name for mobile technology and is characterized by high capacity and small cell radius. It has been used in many communication and navigation systems, including the Global Positioning System and the omnitracs satellite system for transportation logistics.The Companys wireless network runs on a GSM technology.The mobile telephony services providersAirtel, Vodafone (Formerly Hutch), have been competing aggressively for their market share withMTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has only become more tough. With major market share in the hands of the likes of Reliance, Airtel, Vodafone (Formerly Hutch), Idea Cellular the others have been finding it difficult to compete in the market. The Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a watch on these existing players and bringing new environment as well as policies and reforms for these Mobile Telephony Service Providers and permitting them to provide mobile telephony services including permission to carry its own long distance traffic within their service area without seeking an additional license. TRAIs mission is to create and

nurture conditions for the growth of telecommunications including broadcasting and cable services in the country in a manner and at a pace which will enable India to play a leading role in the emerging global information society. The service providers are free to provide, in its service area of operation, all types of mobile services including voice and non-voice messages, data services and PCOs. The Operators would be required to pay a one-time entry fee. The basis for determining the entry fee and the basis for selection of additional operators would be recommended by the TRAI. Apart from the one time entry fee, operators would also be required to pay license fee based on a revenue share. It is proposed that the appropriate level of entry fee and percentage of revenue share arrangement for different service areas would be recommended by TRAI in a time-bound manner. The spectrum policy has also been seen by TRAI for awarding Global System forMobile Communications (GSM) and Code Division Multiple Access(CDMA) licenses to the different operators.

Company Profile
BHARTI Group Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Bharti is the leading cellular service provider, with a footprint in 15 states covering all four metros. It has over four million satisfied customers. Joint Ventures Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunication services based on a strong customer base consisting of approximately 8.37 million total customers which constitute, approximately 7.67 million mobile and approximately 704,000 fixed line customers, as of June 30, 2004. Bharti Tele-Ventures current businesses include Mobile services Fixed-line

National and international long distance services VSAT, Internet services and network solutions

Telecom giant BhartiAirtel is the flagship company of Bharti Enterprises. The businesses at BhartiAirtel have been structured into three individual strategic business units (SBUs) 1) mobile services 2) broadband and telephone services (B&T) 3) enterprise services The Mobile services group provides GSM mobile services across India in 23 telecom circles, while B&T business group provides broadband &telephoneServices in 94 cities. The Enterprise Services group has two sub-units carriers (long distance services) and services top corporates. All these services are provided under the AirTelbrand Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. A consortium of giants in the telecommunication business. In it's six years of pursuit of greater customer satisfaction, AirTel has redefined the business through marketing innovations, continuous technological up gradation of the network, introduction of new generation value added services and the highest standard of customer care. Bharti is the leading cellular service provider, with an all India footprint covering all 23 telecom circles of the country. It has over 25million satisfied customers. Cellular telephony was introduced in India during the early 1990s. At that time, there were only two major private players, Bharti (Airtel) and Essar(Essar) and both these companies offered only post-paid services. Initially, the cellular services market registered limited growth. Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and

government regulations were also responsible for the slow growth of cellular phone services in India. Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the growth was rather marginal. This was because the cellular service providers offered only post-paid cellular services, which were still perceived to be very costly as compared to landline communications. Following this realization, the major cellular service providers in India, launched pre-paid cellular services in the late 1990s. The main purpose of these services was to target customers from all sections of society (unlike post-paid services, which were targeted only at the premium segment). The Airtel Logo The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark. The Airtel Image style It incorporates two solid, red rectangular forms whose counter form creates an open doorway. The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to Reinforce the brand's leadership position. The red dot on the letterform 'I' Cues Airtel's focus on innovation.. The words 'Express Yourself' are very much part of the brand identity.

Board of Directors The board of directors of the Company has an optimum mix of executive and non-executive directors, which consists of two executive and thirteen nonexecutive directors.The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an executive Director and the number of Independent Directors on the Board is50% of the total board strength. The independence of a director is determined on the basis that such director does not have any material pecuniary relationship with the Company, its promoters or its management, which may affect the independence of the judgment of a Director. The board members possess requisite skills, experience and expertise required to take decisions, which are in the best interest of the Company. The composition of the Board is as under: Sunil Bharti Mittal RajanBharti Mittal Akhil Gupta RakeshBharti Mittal Chua Sock Koong N. Kumar Kurt Hellstrom Donald Cameron Paul O'Sullivan PulakChandan Prasad Bashir Abdulla Currimjee Ajay Lal Arun Bharat Ram Francis Heng

Bhartis Vision By 2012Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses We at Airtel always think in fresh and innovative ways about the needs ofour customers and how we want them to feel. We deliver what we promiseand go out of our way to delight the customer with a little bit more. Bhartis Mission To be globally admired for telecom services that delight customers. We will meet global standards for telecom services that delight customersthrough: Customer Service Focus Empowered Employees Cost Efficiency Unified Messaging Solutions Innovative products and services Error- free service delivery

Partners The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outsideSingapore, in the company. The companys mobile network equipment partners include Ericsson andNokia. In the case of the broadband and telephone services and enterpriseservices (carriers), equipment suppliers include Siemens, Nortel, Corning,among others. The Company also has an information technology alliancewith IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT,Teletech &Mphasis. Corporate Governance BhartiAirtel Limited firmly believes in the principles of CorporateGovernance and is committed to conduct its business in a manner, whichwill ensure sustainable, capital-efficient and long-term growth therebymaximising value for its shareholders, customers, employees and society at large. Companys policies are in line with Corporate Governance guidelines prescribed under Listing Agreement/s with Stock Exchanges and the Company ensures that various disclosures requirements are complied in letter and spirit for effective Corporate Governance.During the financial year 2003-04, your Company was assigned

highestGovernance and Value Creation (GVC) rating viz. Level 1 rating byCRISIL, which indicates that the companys capability with respect tocreating wealth for all its stakeholders is the highest, while adopting sound Corporate Governance practices.This rating was reaffirmed by CRISIL on April 20,2006.

Milestones of the Company

Mobile phone operator, BhartiAirtel, became the first Indian telecom company to serve 50 million customers last month, and is now the worlds tenth largest wireless carrier.

Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100 million subscribers by 2010, according to company executives.

Our next 50 million will largely come from rural India as our plan is to reach 5,200 census towns and over five lacs villages, covering 96 per cent of the Indian population, said BhartiAirtel president and CEO, ManojKohli, at a news conference this week.

BhartiAirtel, Indias leading telecommunication services provider, today announced that it had crossed the 50 million customer mark. With this, BhartiAirtel has achieved the distinction of becoming the fastest private telecom company in world to achieve this landmark in a single country - within 143 months of start of operations. The 50 million customer base covers mobile as well as broadband & telephone customers.

Commenting on this major global landmark, Mr. Akhil Gupta, Joint Managing Director, BhartiAirtel said, We are delighted to have achieved this major landmark, which puts BhartiAirtel amongst the top telecom companies in the world. It underlines the strength of our unique business model and our vision to provide affordable services like lifetime prepaid to customers across the length and breadth of the country. I would like to thank our partners for having shared our vision. This milestone highlights the emergence of India as one of the top telecom markets in the world and we are proud to have been at the forefront of this growth. Going forward, we believe this growth momentum will remain intact and we are gearing towards the 100 million customers mark.

BhartiAirtel crossed the 10 million customer mark in November 2004. In July last year, it crossed the 25 million customer mark.

The company added the next 25 million customers in just 14 months. This is amongst the fastest rate of customer additions by any telecom company in the world.

Mr. ManojKohli, President & CEO, BhartiAirtel added, This is a very proud moment for us and I would like to thank our 50 million customers for believing in Airtel. It is a tribute to our commitment to provide best-in-class services to our customers and lead the market with exciting innovations. We are committed to create a world-class organization and benchmark it with the best in the world. As the market gets ready for the next wave of growth, we are committed to expanding our telecom networks wider and deeper across the country and partner Indias growth story.

In the mobile business, BhartiAirtel plans to make considerable investments in Network expansion to establish presence in all census towns and over 500,000 villages across India by 2010, thereby covering 95% of the countrys total population. The companys strategic focus will be on further strengthening the Airtel brand through best-in-class customer service, which is backed by wide national distribution.

In the Enterprise business, BhartiAirtel will invest substantially in the long distance business to achieve the scale of a global carrier within next 2-3 years. It is also strengthening the corporate business towards becoming a preferred managed services partner for the top 2000 corporations. In Broadband & Telephone SBU, BhartiAirtel will initiate large-scale deployments of broadband network infrastructure in 94 towns, with a sharp focus on the home and SME segments. It is readying to offer triple play to its customers with the launch of its IPTV service.

AirTel has taken the lead on many occasions. It has been the first To launch Cellular service in Delhi on November, 1995. Operator to revolutionalize the concept of retailing with the inauguration of AirTel Connect (exclusive showrooms)in 1995. To expand it's network with the installation for second mobile switching center in April, 1997 and the first in Delhi to introduce the Intelligent Network Platform First to provide Roaming to its subscribers by forming an association called World 1 Network. First to provide roaming facility in USA. Airtel has the largest automatic roaming service "SMART ROAM"- National in 400 cities in India and "SMART ROAM" - International in over 60 countries and 95 networks all over the world. It is also the first company to export its products to the USA.

Awards
Bhartiairtel draws top honours at the mass Asia It excellence awards 2006 Bhartiairtel among the top 10 best performing Companies in the world according to Business week it 100 list. Sunil bhartimittal is the CEO of the year at The frost and Sullivan Asia pacific awards 2006 And bhartiairtel bags wireless service Provider of the year and competitive service Provider of the year. Bhartitele-ventures is the best Indian Carrier at the telecom Asia awards 2006

Objective of the Study Our soul objective of this report confines with these facts To know the nitty- gritty of airtel industry as much as possible. Determine the market size and potential of all the organise and unorganised players. A comparative analysis among some major players of telecom industry , especially in Delhi and NCR region in terms of Quality, Brand Equity, Price and Customer Service. To know whether the signal is good in their area. To find out if the Customers are satisfied or not and areaware of the services and offers provided. To recommend measures for improving the product.

Scope of the study Bharti Airtel comes under Telecom Industry. Over the years, Indian Telecom Industry poised to grow at a fast pace of almost 10%/annum due to boom in real scenario. Increase in income levels and availability of a range of customers options for providing them good network service at lower cost. In India, particularly in NCR region, growth rate of Telecom industry is at very high and constantly growing. By this project finding, we have been trying to catch the satisfaction and demand of Airtel organisation for their commercial and residential needs in Delhi and NCR region. Also as mobile prices begin to pinch purses in these times of meltdown, schemes are making deeper inroads into urban homes. And they are getting more modified to suit customer demands. This study would be useful for companies to know what people perceive and thinking about BhartiAirtel Ltd. This study would be useful to other students as a secondary data. This study would be useful to form strategies according to perception of people about BhartiAirtel Ltd.

Methodology Methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Research Methodology is a step by step study of a problem. Physical activities involved in the study are: Developing the questionnaire regarding the customer satisfaction of the product Optimum respondents as a sample size are chosen for the activity to resemble the entire population. Get the questionnaire filled by the customers in the place through interview or personal interaction. Analysis of data on computer with special market research statistical package called SPSS. In this research questionnaire is framed in such a way management wants to know how the customers are taking things that they had done to them and to find out the expectation of the customers thus it will impact in policy making of the firm in the current fiscal year. The questionnaire designed had closed question to find the respondents actual feeling as well as their opinion rating about the satisfaction regarding the product. The methodology followed for conducting the study includes the specification of research design, sample design, questionnaire design, data collection and statistical tools used for analyzing the collected data.

Research Design The research design is the conceptual structure within which research is conducted. It constitutes the blueprint for the collection, measurement and analysis of data. Descriptive research This study is descriptive in nature where the data is collected through well structured questionnaire and from the information taken from the customers. Sampling Design/Techniques: Sampling is the process of selecting a sufficient number of elements from the population, so that a study of the sample and an understanding of its properties or characteristics would make it possible for us to generalize such properties or characteristics to the population elements. Sampling design is to clearly define set of objects, technically called the universe to be studied. The sampling design used in this study is probability sampling. Sampling technique used is Simple Random sampling. Population: Population for this research is set as customers who are using AIRTEL.

Sample size:
The research was conducted in Delhi with 50 respondents.

Data Collection Methods: Collection of data includes both primary and secondary data. The researcher has collected both of the above data. The data collected constitutes both primary and secondary data. Primary data:

Primary datum are collected through observation, direct communication with respondent, and finally by distributing questionnaire to the employees using Random sampling technique the employees are selected to fill the questionnaire.

Secondary Data: Secondary datum is collected from the official record to obtain informations regarding the rate of absenteeism and the various reasons for absenteeism. Statistical Tools Used The main statistical tools used for the collection and analyses of data in this Project are: Questionnaire Bar Diagrams

CHAPTER II CONCEPTUAL FRAMEWORK

Customer Satisfaction It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. Customer Expectations: Customer is defined as anyone who receives that which isproduced by the individual or organization that has value. Customer expectations are continuously increasing. Brand loyalty s a thing of the past. Customers seek out products and producers hat are best able to satisfy their requirements. A product does notneedto be rated highest by customers on all dimensions, only onthose they think are important. Customer Satisfaction - a Critical Component of Profitability Exceptional customer service results in greater which in turn results in higher profitability. Customer loyalty is a majorcontributor to sustainable profit growth. To achieve success, youmust make superior service second nature of your organization. A seamless integration of all components in the service-profitchainemployee satisfaction, value creation, customer satisfaction,customer loyalty, and profit and growth - links all the critical dynamics of top customer service.Sadly, mature companies often forget or forsake the thing that made them successful in the first place: a customer-centric business model. They lose focus on the customer and start focusing on the bottom line and quarterly results. They look for ways to cut costs or increase revenues, often at

the expense of the customer. They forget that satisfying customer needs and continuous value innovation . This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers.

Customers for Life: By: Brian Tracy The purpose of a business is to create and keep a customer. If a business successfully creates and keeps customers in a cost-effective way, it will make a profit while continuing to survive and thrive. If, for any reason, a business fails to attract or sustain a sufficient number of customers, it will experience losses. Too many losses will lead to the demise of the enterprise. According to Dun and Bradstreet, the single, most important reason for the failure of businesses in America is lack of sales. And, of course, this refers to resales as well as initial sales. So your company's job is to create and keep a customer, and your job is exactly the same. Remember, no matter what your official title is, you are a salesperson for yourself and your company.

Customer Satisfaction Illusion and Trap:

Today, "it would be difficult to find a company that doesn't proudly claim to be a customeroriented, customer-focused, or even-customer driven enterprise. But look closer at how these companies put their assertions into practice, and often you discover an array of notions and assumptions that range fromsuperficial and incomplete to misguided." Some examples of customer satisfaction illusion include: Believing that by conducting market surveys and focus groups you know all thereis to know about your customers.

Believing that investing in awareness programs for employees and puttingcustomers' pictures on the cover of your annual report is enough to achieve customer satisfaction

Believing that the job of CEO is done by giving his or her direct phone number tosome valued customers

All these approaches are well intentioned, but "all of them offer, at best, partial solutions to their customer satisfaction, and all, as a result, fall short."

There is nothing wrong with the notion of customer satisfaction per se. "The problem comes with its pursuit, which if fraught with peril. Most plans to improve customer satisfaction stand on two shaky - and dangerous - assumptions."3 What they create is an illusion - the customer satisfaction trap.

Customer Satisfaction in 7 Steps:

Encourage Face-to-Face Dealings: This is the most daunting and downright scary part of interactingwith a customer. If you're not used to this sort of thing it can be apretty nerve-wracking experience. Rest assured, though, it doesget easier over time. It's important to meet your customers faceto face at least once or even twice during the course of a project.

Respond to Messages Promptly & Keep Your Clients Informed: This goes without saying really. We all know how annoying it is towait days for a response to an email or phone call. It might notalways be practical to deal with all customers' queries within thespace of a few hours, but at least email or call them back and letthem know you've received their message and you'll contact themabout it as soon as possible. Even if you're not able to solve aproblem right away, let the customer know you're working on it.

BeFriendly and Approachable: A fellow SitePointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.

Have a Clearly-Defined Customer Service Policy: This may not be too important when you're just starting out, but aclearly defined customer service policy is going to save you a lotof time and effort in the long run. If a customer has a problem,what should they do? If the first option doesn't work, then what?

Attention to Detail (also known as 'The Little Niceties'): Have you ever received a Happy Birthday email or card from acompany you were a client of? Have you ever had a personalizedsign-up confirmation email for a service that you could tell wastyped from scratch? These little niceties can be time consumingand aren't always cost effective, but remember to do them.

Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out: Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship.

Honour Your Promises: It's possible this is the most important point in this article. Thesimple message: when you promise something, deliver. The most common example here is project delivery dates.Clients don't like to be disappointed. Sometimes, something maynot get done, or you might miss a deadline through no fault ofyour own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quickapology and assurance it'll be ready ASAP wouldn't go amiss.

Consumer Analysis As we know the Airtel is very innovative & quality product their technology &coverage is also very good. Airtel is mainly targeting to the niche segment because they think they have very good and improved product so they are targeting to the higher class of people. Now they are targeting to other segment also like upper middle class and middle class. They also started targeting to students and office going people. This is that segment which is also maximum users of mobile & can spend money for the quality product. This is also very large market for the mobile. As Airtel is targeting to mainly niche segment but this is not beneficial in long run so they want to target other segment. Brand switching is very high in niche segment since this segment has the ability to try out new & different products. In case of upper middle class & middle class the dynamism of switching the brand is low since opportunity cost comes into play. In this segment customer mostly looks for value for money & less prone to try different products. This segment also has the capacity to create mass base for the product. They always look at the reference group & icon attach to the product buying process. This segment really very big market & has the capacity to spend money. So company can earn lots of profits & sales revenue by targeting to them.

Promotional Strategy
After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular market witnessed a surge in cellular services. By 2005, there were a total of 12 players in the market with the five major players being Bharti Tele-Ventures Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL), Hutchinson-Essar limited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM) (Refer Exhibit I).

All the players except RIM offered services based on the Global System for Mobile (GSM) technology. RIM provided services based on Code Division Multiple Access (CDMA) technology as well as GSM.

As competition in the telecom arena intensified, service providers took new initiatives to woo customers. Prominent among these were - celebrity endorsements, loyalty rewards, discount coupons, business solutions and talk time schemes. The most important consumer segments in the cellular industry were the youth segment and the business class segment. The youth segment was the largest and fastest growing segment and was therefore targeted most heavily by cellular service providers.

Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional strategy. By 2004 it emerged the unprecedented leader commanding the largest market share in the cellular service market. (Refer Exhibit II). Hutch implemented the celebrity endorsement strategy partially, relying primarily on its creative advertising for the promotion of its brand. BSNL, on the other hand, attracted the consumer through its low cost schemes. Being a state owned player, BSNL could cover rural areas, and this helped it increase its subscriber base. Reliance was another player that cashed on its innovative promotional strategies, which included celebrity endorsements and attractive talk time schemes. Idea, relied heavily on its creative media advertising sans celebrities.

CHAPTER - III DATA ANALYSIS & INTERPRETATION

Analysis & Interpretation:
The responses of the customers are valued in this analysis to find the satisfaction of the product. The percentage analysis gives the percentage of the respondents satisfaction with regards to the various components which drives them to buy the product.

Q.1) Are you satisfied with the customer care services of Airtel ? Response Satisfied Not satisfied Never used Total Frequency 34 10 6 50 Percentage (%) 68 20 12 100

Table 1: Table showing the opinion on customer care services

Customer Care Services

80 60 40 20 0 Satisfied Not Satisfied Never Used Customer Care Services

Figure 1: Figure showing the opinion on customer care services

Analysis and Interpretation:

The table shows that 68% of the customers are satisfied with the customer care services, where as 20% are not satisfied and the remaining 12% havent used customer care services till now.

Q.8) Do you use Internet services.

Response Using Not using Total Frequency 26 24 50 Percentage (%) 52 48 100

Table 8: Table showing how many customers use internet services.

Using Internet Connection

53 52 51 50 49 48 47 46 Using Not using Using Internet Connection

Figure 8 : Figure showing whether they are using internet services

Analysis and Interpretation:

The table shows that 65% of the customers use internet connection while remaining 35% dont use internet services.

Q.5)Are you satisfied with Internet services.

Response Satisfied Not satisfied Total

Frequency 24 26 50

Percentage (%) 48 52 100

Table 1: Table showing opinion on internet services

Opinion On Internet Services

52 51 50 49 48 47 46 Satisfied Not Satisfied Opinion On Internet Services

Figure 1: Figure showing opinion on internet services

Analysis and Interpretation:

The table shows that 48 % of the customers are satisfied with internet services while remaining 52% are not satisfied with internet services.

Q.2) How is network coverage in remote areas ?

Response Excellent Good Average No network Total

Frequency 5 7 24 14 50

Percentage 10 14 48 28 100

Table 2: Table showing network coverage in remote areas

Network coverage in remote areas

50 40 30 20 10 0 Good Average No network Not Even Once Number of times customers log in.

Figure 2: Figure showing network coverage in remote areas

Analysis and Interpretation:

The table shows that 10% of the customers log into internet more than once per day,14% twice per day, 48% once per day and the remaining 28% do not use internet services. The statistics show that majority of the people surf internet on a daily basis to stay in touch with friends, family and colleagues.

Q.10) Can you rate your experience on using Airtel plans ?

Response 5 star 4 star 3 star 2 star 1 star Total Frequency 6 16 11 4 13 50 Percentage (%) 12 32 22 8 26 100

Table 10: Table showing rating on using Airtel plans

Figure 10: Figure showing rating on using Airtel plans

Analysis and Interpretation: The table shows that 12% rated 5-star, 32% rated 4-star, 22% rated 3-star,8% rated 2-star and the remaining 26% rated 1-star for the speed of internet.

Q.3 ) Maximum recharge per month

Response 10-100 100-200 200-300 300-400 400-500 Above 500 Total Frequency 6 17 8 9 5 5 50 Percentage 12 34 16 18 10 10 100

Table 3: Table showing Maximum recharge per month

Figure 3: Figure showing Maximum recharge per month Analyis and Interpretation :
The table shows that 34% of the respondents use 10-100 of recharge in a month, 16% of them uses 100-200, 16% use 200-300, 18% use 300-400, 10% use 400-500 and 10% use above 500. Majority of the people get recharge of 10-100 in a month.

Q.4) Are you using any offers.

Response Using Not using Total Frequency 39 11 50 Percentage (%) 78 22 100

Table 4: Table showing whether offers are used by customers

Figure 4: Figure showing whether offers are used by customers

Analysis and Interpretation:

The table shows that 78% of the respondent use offers where as the remaining 22% doesnt use.

Q.5) Are you satisfied with the offers !

Response Satisfied Not satisfied Neutral Total Frequency 35 7 8 50 Percentage (%) 70 14 16 100

Table 5: Table showing opinion on offers used by customers.

Offers used by Customer

70 60 50 40 30 20 10 0 Satisfied Not Satisfied Neutral Offers used by Customer

Figure 5: Figure .showing opinion on offers used by customers. Analysis and Interpretation:
The table shows that 70% are satisfied with offers, 14% are not satisfied and the remaining 16% are neutral.

Q.6 ) Do you have updations regarding the current plans offered by Airtel ? Response Up to date Not up to date Total Frequency 27 23 50 Percentage (%) 54 46 100

Table 6: Table showing up to date with current offers

Figure 6: Figure showing up to date with current offers

Analysis and Interpretation:

The table shows that 54 % are up to date with offers and the remaining 46% are not up to date.

CHAPTER IV SUMMARY AND CONCLUSION

Result of the study This chapter deals with the major findings of the study which are as follow Most people fell that AIRTEL signal is good. Only half of the people are satisfied with the customer care services 30% of the people are not satisfied with the customer care employees response. More than half of the people are satisfied with the Internet services Only very few people say that Internet speed is high A very large number of people get 100-200 recharge per month Most people were aware of the offers provided and many of them are using more than one offer, and most of them are satisfied with the offers. In the offers provided, most of them are using message offer in combination with other offer Up to half of the people had used connections other than AIRTEL but most of the people find that Airtel is better than other network.

Limitations 1. Time limit is the major constraint. 2. Some respondents refuse to co-operate. 3. Some respondents replied half heartedly. 4. Some respondents gave incomplete information. 5. The survey was conducted in very general way as no other variable such as their education level, occupation and sex. 6. The study is restricted only to AIRTEL, Delhi respondents. The view of their other areas is not taken. 7. Since the researcher selected 50 sample size it is not sufficient to cover opinion of entire population..

Recommendations The main objective of every analysis is to find whether the customers are satisfied with the services provided. Following are some of the suggestions given for the improvement of the product and services Most the people are satisfied with the offers provided but still some of them suggested the following for betterment : Local and STD rates should be slashed down further 1 paisa per min offer should be introduced Customers feel that compared to other network services offers provided are less More slash in ISD rates

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

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

Customers suggested to improve the customer care services and the response given by the customer care employees should be improved

Some suggested that the dialer tune services should be increased.

BIBLIOGRAPHY
Websites:

1. https://wikpedia.com/config/login_verify2?&.src=ym&rl=1managementhelp.org 2. https://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continu e=https%3A%2F%2F%2FService%3Fservice%3%26passive%3Dtrue 3. https://customersatisfaction.com 4. http://.1000ventures.com/about us

APPENDIX
Personal details:
Name Age Gender Address Contact no.

Questionnaire
Q1. Are you satisfied with the customer care services of Airtel ? Yes No

Q2. How is network coverage in remote areas ? Excellent Good Average No network

Q3. Maximum recharge per month ? 10-100 100-200 200-300 Above 300 Q4. Are you using any offers ? Yes No Q5. Are you satisfied with the offers ? Yes No Never used Q6. Do you have updations regarding the current plans offered by Airtel ? Yes No Q7. Are you satisfied with the tariff rates airtel is offering in comparison to other companies? Yes No Cant say

Q8. Do you use internet services of Airtel ? Yes No Dont know that internet connection was there Q9. Do you feel Airtel is better than any other connections ? Yes No Q10. Can you rate your experience on using Airtel plans ? Excellent Very good Good Bad Very bad Q11. What are your issues related to the roaming facility provided by Airtel ? Call rates Network Any other specify Q12. Can you give your valuable suggestions ________________________________________________________________________