A STUDY

ON

“CUSTOMER SATISFACTION ON MOBILE POSTPAID CONNECTION”

AT

BHARTI AIRTEL LIMITED (CHENNAI)

A Project Report submitted to

Madras University Institute of Systems & Management
In partial fulfillment of requirement for the award of
POST GRADUATE PROGRAM (DEGREE) IN BUSSINESS
MANAGEMENT for the 2008-09 session

Submitted By:

Praveen CB
Reg. No. -

Madras University
Institute of Systems & Management
Chepauk, Chennai-600 005

1
 The Project (Master’s Thesis) of

Praveen CB

Titled

A STUDY

ON

“CUSTOMER SATISFACTION ON MOBILE POSTPAID CONNECTION”

Is approved and accepted in quality form

Project Guide: External Examiners

Name: Name:

Qualification: Qualification:

Signature: Signature:

2
 STUDENT DECLARATION

I hereby declare that the Project (Master’s Thesis)

Titled

A Study on

“CUSTOMER SATISFACTION IN MOBILE POSTPAID CONNECTION”

A Project Report Submitted to

Madras University Institute of Systems & Management
In partial fulfillment of requirement for the award of
POST GRADUATE PROGRAM (DEGREE) IN BUSSINESS
MANAGEMENT for the 2008-09 sessions

Is my original work and not submitted for the award of any other
Degree, Diploma, or other similar title or prizes

Place:
Date:
Student Name & Signature

3
 ACKNOWLEDGEMENT

I thank to my college Director Mr. Mohan S. Rao for his

encouragement and extending his support in completing the study at Bharti
Airtel Limited (Hyderabad).

I wish to express my heartfelt thanks to Mr. R. Vijay Prasad Marketing

Faculty of VISHWA VISHWANI Institute of Systems and Management
for his guidance, vital Support & cooperation.

Also I would like to express my sincere thanks to

Mr. C.V. Ranga Reddy external faculty of VISHWA VISHWANI
Institute Of Systems and Management & Mr. B. Satyanarayana faculty
of VISHWA VISHWANI Institute of Systems and Management for their
Motivation, inspiration & encouragement.

Last but not the least; I am grateful to Mr. Ravi Mehra (Zonal head
Post-paid, sales) & Mr. P. Kiran Kumar from BHARTI AIRTEL Limited
for their unfolding Stretch on Which the Project has been written.

I am very much grateful to my parents for their support & inspiration

On this project.

(Praveen CB)

4
 CONTENTS

Page No.
Chapter-I

Introduction 7-10

Company profile 11-17

Product profile 18-20

Literature review 21-24

Chapter-II

Objectives of the study 26-27

Limitations of the study 28-29

Chapter-III

Research methodology 31-38

Chapter-IV

Data Analysis & Interpretation 40-47

Chapter-V

Findings 49-50

Recommendation 51-52

Annexure 53-57
Chapter-VI

Bibliography 59-60

5
CHAPTER-I

6
INTRODUCTION

7
 INTRODUCTION

The telecom industry is one of the fastest growing industries in India. India
has nearly 200 million telephone lines making it the third largest network in
the world after China and USA. With a growth rate of 45%, Indian telecom
industry has the highest growth rate in the world.

History of Indian Telecommunications started in 1851 when the first

operational land lines were laid by the government near Calcutta (seat of
British power). Telephone services were introduced in India in 1881. In
1883 telephone services were merged with the postal system. Indian Radio
Telegraph Company (IRT) was formed in 1923. After independence in 1947,
all the foreign telecommunication companies were nationalized to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic
service and the government considered it best to bring under state's control.

The first wind of reforms in telecommunications sector began to flow in

1980s when the private sector was allowed in telecommunications
equipment manufacturing. In 1985, Department of Telecommunications
(DOT) was established. It was an exclusive provider of domestic and long-
distance service that would be its own regulator (separate from the postal
system). In 1986, two wholly government-owned companies were created:
the Videsh Sanchar Nigam Limited (VSNL) for international
telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for
service in metropolitan areas.

8
In 1990s, telecommunications sector benefited from the general opening up
of the economy. Also, examples of telecom revolution in many other
countries, which resulted in better quality of service and lower tariffs, led
Indian policy makers to initiate a change process finally resulting in opening
up of telecom services sector for the private sector. National Telecom Policy
(NTP) 1994 was the first attempt to give a comprehensive roadmap for the
Indian telecommunications sector. In 1997, Telecom Regulatory Authority
of India (TRAI) was created. TRAI was formed to act as a regulator to
facilitate the growth of the telecom sector. New National Telecom Policy
was adopted in 1999 and cellular services were also launched in the same
year.

Telecommunication sector in India can be divided into two segments: Fixed

Service Provider (FSPs), and Cellular Services. Fixed line services consist of
basic services, national or domestic long distance and international long
distance services. The state operators (BSNL and MTNL), account for
almost 90 per cent of revenues from basic services. Private sector services
are presently available in selective urban areas, and collectively account for
less than 5 per cent of subscriptions. However, private services focus on the
business/corporate sector, and offer reliable, high- end services, such as
leased lines, ISDN, closed user group and videoconferencing.

Cellular services can be further divided into two categories: Global System
for Mobile Communications (GSM) and Code Division Multiple Access
(CDMA). The GSM sector is dominated by Airtel, Vodafone-Hutch, and
Idea Cellular, while the CDMA sector is dominated by Reliance and Tata
Indicom. Opening up of international and domestic long distance telephony

9
services are the major growth drivers for cellular industry. Cellular operators
get substantial revenue from these services, and compensate them for
reduction in tariffs on airtime, which along with rental was the main source
of revenue. The reduction in tariffs for airtime, national long distance,
international long distance, and handset prices has driven demand.

10
COMPANY
PROFILE

11
About Bharti Airtel Limited:

Bharti Airtel Limited, a group company of Bharti Enterprises, is India’s

leading integrated telecom services provider with an aggregate of 62 million
customers. Bharti Airtel has been rated among the best performing
Companies in the world in the Business Week IT 100. Bharti Airtel is
Structured into three strategic business units – Mobile services, Broadband
& Telephone (B&T) services and Enterprise services. The mobile business
Provides mobile & fixed wireless services using GSM technology across 23
Telecom circles. The B&T business provides broadband & telephone
Services in 94 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’s high-speed optic fiber network currently spans over 53,000 kms
Covering all the major cities in the country. The company has two
International landing stations in Chennai that connects two submarine cables
Systems - i2i to Singapore and SEA-ME-WE-4 to Europe.

12
Vision:-
By 2010 Airtel will be the most admirable brand in India.

 Loved by more customers

 Targeted by top talent

 Benchmarked by more businesses.

Bharti Airtel crosses the 62 million customer mark

Becomes the fastest private telecom company in the world to achieve this
milestone

Enters into the league of the world’s top telecom companies, moves towards

top 5 global mobile companies

Adds last 25 Million in just 14 months, accelerates towards the 100 million
customer mark
Rapidly expands network, to roll out across all census towns and over
5, 00,000 villages – covering over 95% of the population.

Bharti Airtel 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, Bharti Airtel said, “We are delighted to have achieved
this major landmark, which puts Bharti Airtel 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

13
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.”
Bharti Airtel 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. Manoj Kohli, President & CEO, Bharti Airtel 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 India’s growth story.”
In the mobile business, Bharti Airtel 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
country’s total population. The company’s 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, Bharti Airtel 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

14
preferred managed services partner for the top 2000 corporations. In
Broadband & Telephone SBU, Bharti Airtel 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. The company is also
looking at commencing national DTH operations by the end of the current
fiscal.

ORGANIZATION STRUCTURE

15
 GM
FINANCE

GM
NETWORK

CEO GM
HR

GM
LEGAL

COO

GM ZONAL BIZ. GM
CSD MANAGER MARKETING
(SALES)

ZM HEAD ZM ZM
POST PAID CSD PRE PAID PCO

TM CSM TM TM

GM
MARKETING

16
SR MANAGER SR. MANAGER
USAGE & SR. MANAGER SR. MANAGER BRAND & SR. MANAGER
RETENTION ACQUISITION VAS COMM. PCO

MANAGER MANAGER MANAGER MANAGER

PRE PAID PRE PAID DATA COMM.

MANAGER MANAGER MANAGER MANAGER

POST PAID POST PAID SMS ALLIANCES &
TIE UPS

MANAGER
VOICE
MANAGER
PCO

MANAGER
NATIONAL
LONG
DISTANCE &
ROAMING

17
 PRODUCT
PROFILE

Normal plan:

18
 My Plan – 299

249 Delight

Supersaver 399

399 full value

All-in-one 699

1299 pack

2499 pack

125 pack (for government employee)

Corporate plan:

CUG-EMI-249

CUG-249 (R1)

CUG- 249 AES

CUG Gold- 299

CUG platinum- 399

Toppings Available

19
 Local Mobile pack

Local Airtel pack

Local Landline pack

Night pack

STD pack

Local SMS pack

Local + National SMS pack

International pack

20
LITERARATURE
REVIEW

Customer Satisfaction

21
The Value of Customer Satisfaction
By “Andrew Mennie”, General Manager eGain Communications EMEA

What is the connection between customer satisfaction and the bottom line?
Ever wondered how much customer satisfaction is worth? We all know and
Accept that it is a strategic goal for all organizations involved in the delivery
of customer service. Yet in all my experience as a professional in this arena,
I have never come across a customer services director who could articulate the
Financial value of customer satisfaction to their business. Conversely, I have
Never met a customer service Director Who wasn’t measured on it. How
Bizarre. Big business is happy to measure it but doesn’t know what its worth.
One of the reasons for the difficulty in making the connections, is the
Intangibility of customer churn. That is to say, how dissatisfied does a
Customers have to be before they leave and sign with the competition? What
Might be an intolerable experience for one customer may well exceed all
Expectations of another. Then there’s competition. What if there isn’t any?
Before deregulation how concerned were the large utility companies with
Customer satisfaction or British Telecom comes to that. Interesting therefore
That the telecoms sector is where war is being waged on customer
Satisfaction Could it that be high customer satisfaction attracts new customers
and helps retain existing ones? Sounds like that could be worth something.

There is no question that customer satisfaction is difficult to measure, but why

Is measurement so essential?

22
 As a student I opened my first bank as an adult with a major high street
Bank. They attracted me with their offer of a $ 10 deposit to the account. I
Stayed with them through the four years of university, through the gradually
Increasing overdraft, the unintentional forays beyond the overdraft limit, the
lost ATM cards, the replacement cheque books, the minimal deposits, the
Regular and very small withdrawals. Except for the penalty charges for the
Overdraft excursions the bank made very little money out of me, and in fact
Incurred untold cost in maintaining me as a student customer.

All that effort, clearly with the goal of keeping me in my earning years and
reaping back their investment. In fact I felt consciously loyal to them at that
point and even recognize that it was my turn to pay them back. So why was
their customer service so poor once I became a full-time employee? I stayed
with them for several years using them for mortgage service, investment and
insurances but eventually churned to one of the first telephone banks. I have
been with them a few years now and every time I phone them they are aware
of my recent communications with them, request that I have made and they
don’t try to sell an unwanted insurance policy at the end of every call.

Ten Basic Rules for Customer Satisfaction

23
1. Involve top management.

2. Know the customers.

3. Let the customers define what attributes are important.

4. Know the customer’s requirements, expectations, and wants.

5. Know the relative importance of customer decision criteria.

6. Gather and trust data.

7. Benchmark the data against competitors, and identify competitive

Strengths and weaknesses.

8. Develop cross-functional action plans that enhance strengths and

Correct weaknesses.

9. Measure performance continually and spread the data throughout

The organization.

10. Be committed to getting better and better and better.

24
CHAPTER – II

25
OBJECTIVE OF
THE STUDY

OBJECTIVES OF THE STUDY

26
 • Creating an awareness to Airtel postpaid customers about the facilities
in postpaid connections.

• Analyzing the problem faced by postpaid customers.

• Collecting the data bases of different age group of customers

interested in different types of toppings offer.

• Motivating the customers to take postpaid connections.

• Analyzing which postpaid plan is more used by customers.

• Analyzing which type of topping is more used by customers.

• Analyzing the satisfaction level of customer towards postpaid

connection.

Scope of the study:

The study is conducted on AIRTEL postpaid user at “AIRTEL

RELATIONSHIP CENTER”. The study is confined to the area of

Hyderabad and Secunderabad.

The size of the sample was: 300

27
 LIMITATIONS

LIMITATIONS

The present study is subjected to following LIMITATIONS.

28
1. Method of data collection was through personal interview and
therefore bias becomes a major limitation.

2. Due to the time constraints all the customers were not covered.

3. The sample was restricted to 300 customers, which may restrict the
scope and completion of study.

4. The scope of study is restricted only to the twin cities of

Hyderabad and Secunderabad.

5. Owing to their pre occupation some customers were unable to

answer the complete questionnaire.

29
CHAPTER-III

30
RESEARCH
METHODOLOGY

METHODOLOGY

31
MARKETING RESEARCH

Definition of marketing research is approved by the board of the American

Marketing Association (AMA) is:

“Marketing research is the functions which links the customer and public
To marketer through information used to identity and define marketing
Opportunities and problems; generate define and evaluate, marketing
Actions, monitor marketing performance, and improve understanding of
Marketing as a process”.

Simply, marketing research is the systematic design, collection, analysis and

Reporting of the data findings relevant to a specific marketing situation
facing the company. Careful planning through all stages of the research is a
necessity.

Objectivity in research is all- important. The heart of the scientific method is

The objective gathering and analysis of the information.

The function of marketing research within a company is to provide the

Information and analytical inputs necessary for effective.

• Planning of future marketing activity.

• Control of marketing operations in the present.

32
 • Evaluation of marketing results.

A research may undertake any of three types of research investigations

depending upon the problem. These three types of research included.

• Basic research
• Applied research

• Designated fact gathering

BASIC RESEARCH

It is also known as the pure fundamental research which refers to those

studies, sole purpose of which is the discovery of new information. It is
conducted to extend the horizon in given area of knowledge with no
immediate application to existing problem.

APPLIED RESEARCH

It is an attempt to apply the various marketing techniques, which have been

developed as research, first and later on they become applied research
techniques. It is an attempt to apply the basic principles and existing
knowledge for the purpose of solving the operational problems.

DESIGNATED FACT GATHERING

It refers to a research where the investigator attempts nearly to gather some

33
predetermined data.

Steps in Marketing Research Process

Marketing Research Process can be carried out through the following steps:

Define the problem and research objectives

Develop the research plan

Collect the information

Analysis and interpretations

Present the findings

DEFINE THE PROBLEM AND RESEARCH OBJECTIVES

In a very sense, this is the heart of the research process. This is the first step,
which calls for the marketing manage and marketing research.

RESEARCH PLAN DEVELOPMENT

The second calls for developing the most efficient plan for gathering the

34
needed information. Not to forget the cost or values of research the
Marketing manager must estimate process its approval, Research plan calls
For decision on

a) Data source

i. Primary data to be collected for a specific purpose.

ii. Secondary data collected for another purpose and already
existing some where.

1. Research Approaches: Primary data can be collected in four ways:

1. Observational research

2. Focus group research

3. Survey research

4. Experimental research

2. Research Instruments: Marketing researchers can use questionnaires

in collecting of primary data, because of its flexibility, questionnaires
is by for the most common instrument used to collect primary data.

3. Sampling Plan: This plan calls for the three aspects:-

a) Define the sampling unit.

b) Decide the sample size.
c) Decide the sampling procedure whether to use probability or
non-probability sampling methods.

4. Contract method: once the sampling plan has been determined, this
has to decide how the subject should be contacted. The choices are
mail, telephone or research interviews.
35
COLLECTION OF INFORMATION

Data collection phase is generally the most expensive and the most phase to
error. Carry out the field work, collect data using the instruments, adjust the
Problem of not at homes, replaced, refusal to co-operate, biased or dishonest
answers.

ANALYSIS AND INTERPRETATIONS

The next to last step is to extract pertinent findings from the collected data.
The researcher edits, code, tabulate the collected data.

PRESENTATION OF FINDINGS

As the last step in marketing research the researchers present the findings.
The researchers have to arrange the researched result according to an
approved reporting format, get the report typed and bound, present the
copies of the report to the concerned authorities.

RESEARCH METHODOLOGY/ DESIGN

The methodology adopted for eliciting the data required for the study was
survey method. It is the overall pattern or framework of the project that will
dictate as to what information is to be collected, from which sources and by
what procedures.

RESEARCH METHOD

Research methodology must be classified on the basis of the major purpose

36
of the investigation. In this problem, description studies have been under-
taken, as the objective of the project is to conduct the market share study to
determine the share of the market received by both the company and it’s
competitors.

DATA COLLECTION

The information needed to further proceed in the project had been collected
through primary data and secondary data.

PRIMARY DATA

Primary data consists of information collected for the specific purpose at

hand for the purpose of collecting primary data, survey research was used
and all the retail outlets sellers using different brands and their competitors
were contacted. Survey research is the approach best suited gathering
description.

SECONDARY DATA

The secondary data consists of information that already exist somewhere,

Having been collected for another purpose. Any researcher begins the
research work by first going through the secondary data. Secondary data
includes the information available with the company. It may be the findings
of research previously done in the field. Secondary data can also be collected
from magazines, newspapers, other surveys conducted by known research
agencies etc.

RESEARCH METHODOLOGY

The respondents are the mobile postpaid connection holder with Airtel’s

37
toppings facilities. The survey was carried in twin cities of Hyderabad and
Secunderabad with the sample size of 300. The survey was carried out with
the help of a structured questionnaire, which helps in accomplishing the

research objectives. The respondents by means of personal interview

administer this structured ended questionnaire.

38
CHAPTER-IV

39
 DATA ANALYSIS
&
INTERPRETATION

40
 PLANTAKENBY CUSTOMERS
140

120

100

80

60

40

20

299 249 399 Others

PLANS
NO OF CUSTOMERS

In my study I found that most of the customers (40%) having

Supersaver – 399 plan. My plan 299 - (20%), 249 delight- (10%) & others
(30%) It is shown in the above bar diagram.

41
 MODEOFPAYMENT
160

140

120

100

80

60

40

20

0
Cash Credit card Cheque Internet Banking

NO OF CUSTOMERS

In my survey I observed that most of the customers paid their bill through
cash (45%) & credit cards (35%) respectively. And the rest cheque (18%)
& Internet banking (2%).

42
 Others Toppings taken by customers
5%

Local SMS
pack
20%

Local Mobile STD pack

pack 65%
10%

In my survey I found that most of the customers have taken STD pack
(65%). It is shown in the above pie diagram.

43
 CUSTOMER'S PROBLEM TOWARDS POSTPAID
CONNECTION
250

200

150

100

50

Bill Payment Never Get bill on Wrongly Charged Never Get bill
time
NO OF CUSTOMERS

In my survey I found that most of the customers (70%) have faced their

Problems towards bill payment in counter. 20%, 7% & 3% are those who
Never receive bill on time, wrongly charged & never get the bill.

44
 TOPPINGS SOLD IN THE MONTHS OF
2008
50

45

40

35

30

25

20

15

10

0
January February March April

Toppings Sold

The interesting observation of this survey is the sales of the toppings were
increasing regularly. It reveals that popularity of toppings were increasing
through sales. These are the data of only one AIRTEL RELATIONSHIP
CENTER.

45
 OVERALLSATISFACTION

Unsatisfied
5%

Excellent
Average 25%
20%

Good
50%

In my survey I found that most of the customer’s view towards Airtel

Post paid connections & toppings are Good (50%) & Excellent (25%).
But Airtel must take care towards Unsatisfied customers (5%), if they
want to stay at top.

46
 Less than
CONSISTENSY LEVEL OF CUSTOMERS 6 Months
5%

6 months
to 1 year
10%

More than 2
years
50%
1 to 2 years
35%

In my survey I observed that (50%) of the customers are constantly buying

Post paid connections for the past two years, 35% between 1to2 years, 10%
between 6months to 1 year and 5% less than 6 months. The survey indicates
good consistency level & commitment of the customers.

47
CHAPTER-V

48
FINDINGS

FINDINGS

49
1. Customers are satisfied with various plans.

2. It was observed that most of the customers expressed their unhappiness

over billing services. Either they were wrongly charged or they never
received bills on time.

3. Senior citizens are very particular about rentals.

4. Through my survey, I came to know that most of the customers are

satisfied with our plans and toppings.

5. Through my survey I observed that most of the customers are using STD
pack.

6. I observed that most of the customers are using supersaver-399 plan.

7. I observed that most of the customers like Airtel advertisement and

punch-line.

50
SUGGETIONS

51
 SUGGESTIONS

1. To ensure better customer satisfaction & maintain higher level of

Customer relationship management, the billing department has to be
more effective & efficient.

2. To retain existing customers means offering the best scheme. This

Would automatically attract new customers. Airtel need not spend on
advertisement to attract new customers.

3. Airtel should continue to offer the best toppings to stay at the top.

4. There should be no compromise in quality and the network facility.

52
ANNEXURES

QUESTIONNAIRE

53
Title: Customer Satisfaction on Airtel Mobile postpaid & Toppings offer

(A) Customer Name :

(B) Age :

(C) Mobile No. :

(D) Occupation : Self Employed [ ]

Government Employee [ ]

Non Government Employee [ ]

Student [ ]

Others [ ]

(E) Income per month : Less than Rs 5,000 [ ]

Rs 5001 to 10,000 [ ]

Rs 10,001 to Rs 20,000 [ ]

Above Rs 20,000 [ ]

1. Which plan you are using?

54
 (a) My plan-299 (b) 249 Delight
[ ]
(c) Supersaver-399 (d) Others

2. What do you think before taking the connections?

(a) Rental (b) Brand Value
[ ]
(c) Network coverage (d) All of these

3. How long have you been using Airtel postpaid connection?

(a) Less than 6 Months (b) 6 months to 1 year

[ ]
(c) 1 to 2 years (d) More than 2 years

4. How you pay your bill?

(a) By Cash (b) By Cheque

[ ]
(c) By Credit card (d) By Internet Banking

5. Mostly where do you pay your bill?

(a) Airtel Relationship Center (b) E-seva

[ ]
(c) Drop Box

6. Which type of problem you are facing in postpaid connection?

(a) Bill payment (b) Never get bill on time

[ ]
(c) Wrongly charged (d) Never get bill

7. Are you satisfied with Airtel call center executives?

(a) Excellent (b) Good

[ ]
(c) Satisfied (d) Unsatisfied

8. Are you satisfied with Airtel floor executives?

55
 (a) Excellent (b) Good
[ ]
(c) Satisfied (d) Unsatisfied

9. Are you aware of various toppings offer of Airtel?

(a) Yes (b) some what

[ ]
(c) No

10. Which topping you normally use?

(a) STD pack (b) Local Mobile pack

[ ]
(c) Local SMS pack (d) others

12. Do you know about Airtel Night pack topping?

(a) Yes (b) No

[ ]
(c) Not heard

13. Do you know about International topping?

(a) Yes (b) No

[ ]
(c) Not heard

14. Are you satisfied with Airtel toppings?

(a) Excellent (b) Good

[ ]
(c) Satisfied (d) Unsatisfied

15. Which company’s advertisement and punch lines you like most?

56
 (a) Airtel [Barriers break when people talk ~ Express yourself]

(b) BSNL [BSNL, Best hai Mere liye]

(c) Idea [An Idea can change your life] [ ]

(d) Reliance [One nation one tariff]

(e) Tata Indicom [ Do more live more]

16. Overall Satisfaction on postpaid connection

(a) Excellent

(b) Good

(c) Satisfied

(d) Unsatisfied

17. Would you like to give your suggestions to improve the satisfaction level
of customer?

(a) Yes [ ]

(b) No [ ]

If yes specify your suggestions

57
CHAPTER-VI

58
BIBLIOGRAPHY

BIBLIOGRAPHY

59
TEXT BOOKS

Principles of Marketing – Philip Kotler and Gery Armstrong

Marketing Research – D.D. Sharma

Marketing Research – Green & Tull

Websites:

WWW. BHARTIAIRTEL.IN

WWW. AIRTEL.IN

WWW. GOOGLE.COM

60