Airtel

Karnatak Law Society’s
INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH

Hindwadi, Belagavi
A PROJECT ON
“CUSTOMER SATISFACION, CUSTOMER RELATIONSHIP
MANAGEMENT”
AT
BHARTI AIRTEL LIMITED ATHANI (BELAGAVI)
Submitted to
RANI CHANNAMMA UNIVERSITY, BELAGAVI

(For fulfillment of requirement, for the award of the Degree of Master of Business
Administration)
Submitted By
Mr. MALLIKARJUN S. GEJJI
(Exam No: - MB161437)
Under the Guidance of
Institute Guide Organization Guide

Mrs. Shailaja Hiremath Mr. Vishal Kumathekar
(TSM)
DECLARATION
I, Mr. Mallikarjun Gejji the undersigned, hereby declare that the Project Report entitled has been
prepared by me under the supervision and guidance of Mrs. Shailaja Hiremath Faculty member
of Rani Channamma University, Belagavi. The report is submitted to Rani Channamma
University, Belgaum. In partial fulfillment of the University rules and regulations for the award of
the Degree of Master of Business Administration in Marketing Specialization.
I further declare that this report is based on the original research report undertaken by me and has
not formed a basis for the award of any other Degree/Diploma of RCU or any other University.
Date:
Place: BELAGAVI MALLIKARJUN GEJJI

MB161437
KARNATAK LAW SOCIETY’S
HINDWADI, BELAGAVI
INTERNAL GUIDE’S CERTIFICATE
This is to certify that Internship Report entitled “CUSTOMER SATISFACION, CUSTOMER

RELATIONSHIP MANAGEMENT” at Bharti Airtel limited Athani (Belagavi).” Is an
individual work of Mallikarjun S. Gejji, RCU Examination Registration No. MB161437 of IInd
Semester, KLS Institute of Management Education and Research, Rani Chennamma
University, Belagavi, now being submitted in the partial fulfillment of requirement, for the award
of the Degree of Master of Business Administration of Rani Chennamma University, Belagavi
under my supervision and guidance.
I further certify that the work is original work and student has made his best efforts to
bring the work in this format.
Date: Internal Guide

Mrs. Shailaja Hiremath
KARNATAK LAW SOCIETY’S
HINDWADI, BELAGAVI
DIRECTOR’S CERTIFICATE
This is to certify that Internship Report entitled “CUSTOMER SATISFACION,

CUSTOMER RELATIONSHIP MANAGEMENT” at Bharti Airtel limited Athani
(Belagavi).” is an individual work of RCU Examination Registration No. MB161437
of 2nd Semester, KLS Institute of Management Education and Research, Rani

Channamma University Belagavi, now being submitted in the partial fulfillment of
requirement, for the award of the Degree of Master of Business Administration of
Rani Channamma University, Belagavi.
Date: Director
Dr. S G Chiniwar
ACKNOWLEDGEMENT
This project report titled, “CUSTOMER SATISFACION, CUSTOMER RELATIONSHIP

MANAGEMENT” at Bharti Airtel Athani (Belagavi).” is a fulfillment as a part of the course
curriculum of degree of MBA at Rani channamma University Belgaum. It was an opportunity to
learn the practical aspects of the firm.
The project taken up by me is a part of academic assignment to understand the satisfaction of

customers and this study has been conducted in Bharti Airtel Athani (Belgaum).
This study carried out by collecting primary data which involves personal interaction with the
customers, organization guide, employees and secondary data which collected from the company
website. This project has been conducted by taking 100 samples. This survey is done through
questionnaire followed by the personal interview with the customers.
This study will help the organization to make the strategies by knowing the detail information
about the customers’ satisfaction towards company and suggest the improvement or action, if any.
The overall project includes findings, suggestion, conclusion, recommendation and bibliography
and questionnaire.
BELAGAVI MALLIKARJUN S. GEJJI

TABLE OF CONTENT
Sl.No Particulars Page No

1 INTRODUCTION 1-9
1.1  Background Study 1
1.2  Statement of the problem 7
1.3  Scope of the study 8
1.4  Objective of the Study 9
2 LITERATURE REVIEW 10-12

3 RESEARCH METHODOLOGY 13-15
3.1  Research Design 14
3.2  Sample design 14
3.3  Data Collection 15
3.4  Limitation of the Study 15
4 INTRODUCTION TO COMPANY 16-35
4.1  Company Profile 17
4.2  Mission, vision ,values & Milestones 18
4.3  Organization Structure 24
4.4  Area of Operation 25
4.5  Products 25
4.6  Business operations 32
4.7  Current status 34
4.8  Future plans 34
4.7  Awards 35
5 SWOT ANALYSIS 37
6 DATA ANALYSIS 39-56
7 FINDINGS 57
8 SUGGESTIONS 58
9 CONCLUSION 59
10 BIBLIOGRAPHY 60
11 ANNEXURE 61
LIST OF TABLE
Chart No. Chart Name Page No.
Research Design for customers
1 Mobile connection are you using at present 39
2 Why you choose the current network 40
3 When are you using Airtel 41
4 Airtel as main contact number 42
5 Satisfied with Call rates of Airtel then Others 43
6 3g/4g pack do you prefer 44
7 Satisfied with speed of 4g 45
8 Your monthly usage 46
9 Customer Relationship management in Airtel 47-50
10 Reason for your choice of Airtel 51
11 Why you choose Airtel service provider 52
12 Do you call at customer service 53
13 Rate the services are they Value for money 54
14 Bundle First Recharge would you prefer 55
15 Overall experience with Airtel products 56

LIST OF CHARTS
Chart No. Chart Name Page No.
Research Design for customers
1 Mobile connection are you using at present 39
2 Why you choose the current network 40
3 When are you using Airtel 41
4 Airtel as main contact number 42
5 Satisfied with Call rates of Airtel then Others 43
6 3g/4g pack do you prefer 44
7 Satisfied with speed of 4g 45
8 Your monthly usage 46
9 Customer care Relationship management in 47-50

Airtel
10 Reason for your choice of Airtel 51
11 Why you choose Airtel service provider 52
12 Do you call at customer service 53
13 Rate the services are they Value for money 54
14 Bundle First Recharge would you prefer 55
15 Overall experience with Airtel products 56

EXECUTIVE SUMMARY
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated
telecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services,
which include Cellular, Basic, and Internet and recently introduced. Apart from being
the largest manufacturer of telephone instruments in India, it is also the first company to
export its products to the USA. Bharti is the leading cellular service provider, with a
footprint in all the states covering all four metros and more satisfied customers.
Bharti Airtel limited believes that the demand for mobile services in India will continue
to grow rapidly as a result of the following factors:
 Lower tariffs and handset prices over time;
 Growth in pre-paid customer category;
 Greater economic growth and continued development of India’s economy;
 Higher quality mobile networks and services; and Greater variety and usage of value
Added services
The main objective of this research study is to study the Customer

satisfaction, customer Relationship management. The study is done by doing the
survey. The methodology adopted for collecting the information is through
questionnaire and the method of interview was personal contact with the customers.
The study shows the satisfaction of customers and customer relationship management
towards products and services of Airtel.
A survey of 100 customers is done and the sampling technique used here is
convenience sampling and the major findings are that the majority (%) of customers
are satisfied with the products and services offerings by Airtel.
Bharti Airtel Limited
1. INTRODUCTION
1.1 Background of the Study
1. About the Indian Telecom Industry
The Indian telecommunications Network is the second largest in the world 860.9
million telephone connections based on the total number of telephone users (both fixed and
mobile phone).It has one of the lowest call tariffs in the world enabled by the mega telephone
networks and hyper-competition among them. It has the world’s third-largest Internet user-
base with over 137 million as of June 2012. Major sectors of the Indian telecommunication
industry are telephone, Internet, and television broadcasting. Today it is the fastest growing
market in the world with 8.35 million monthly additions.
Telephone density in the country which is in an ongoing process of transforming into next
generation network, employs an extensive system of modern network elements such as
digital telephone exchanges, mobile switching centers, media gateways and signaling
gateways at the core, interconnected by a wide variety of transmission system using fiber-
optics or Microwave radio relay networks. The access network which connects the
subscriber to the core, is highly diversified with different copper-pair, optic-fiber and
wireless technologies. DTH, a relatively new broadcasting technology has attained
significant popularity in the Television segment. The introduction of private FM has given
a fillip to the radio broadcasting in India. Telecommunication in India has greatly been
supported by the INSAT system of the country, one of the largest domestic satellite systems
in the world. India
Possesses a diversified communications system, which links all parts of the country by
telephone, Internet, radio, television and satellite. Indian telecom industry underwent a high
pace of market liberalization and growth since 1990s and now has become the world's most
competitive and one of the fastest growing telecom markets. The Industry has grown over
twenty times in just ten years, from under 37 million subscribers in the year 2001 to over
846 million subscribers in the year 2011. India has the world's second-largest mobile phone
user base with over 929.37 million users as of May 2012.It has the world's third-largest
Internet user-base with over 137 million as of June 2012. The total revenue of the Indian
telecom sector grew by 7% to 283207 crore (US$48 billion) for 2010–11 financial year,
while revenues from telecom equipment segment stood at 117039 crore (US$20 billion).
KLS’S, INSTITUTE OF MANAGEMENT EDUCATION & RESEARCH, BELAGAVI. 1

Telecommunication has supported the socioeconomic development of India and has played
a significant role to narrow down the rural-urban digital divide to some extent. It also has
helped to increase the transparency of governance with the introduction of governance in
India. The government has pragmatically used modern telecommunication facilities to
deliver mass education programs for the rural folk of India. Indian Tele-density, which was
languishing at 2% in 1999, has shown an amazing jump to 47.89 in 2010 and is set to increase
by 20% in the next five years. Accordingly, India requires incremental investments of USD
20-25 billion for the next five years.
Private operators have made mobile telephony the fastest growing (over 164% p.a.) in India.
With more than 930 million users (both CDMA and GSM), wireless is the principal growth
engine of the Indian telecom industry. Intense competition between the four main private
groups - Bharti, Vodafone, Tata and Reliance and with the State sector incumbents-BSNL
and MTNL has brought about a significant drop in tariffs. There has been almost 74% in cell
phone charges, 70% in ILD calls and 25% drop in NLD charges, resulting in a boom time
for the consumers.
The Government has played a key enabling role by deregulating and liberalizing the industry,
ushering in competition and paving the way for growth. While there were regulatory
irregularities earlier, resulting in litigation, these have all been addressed now. Customs
duties on hardware and mobile handsets have been reduced from 14 percent to 5 percent.
The Indian government has merged the IT and Telecom Ministries to speed up reforms and
decision on the Communication Convergence Bill to enable the common regulation
of the Internet, broadcasting and telecoms will be taken after the new Government assumes
responsibilities in may this year. An independent regulatory body (TRAI) and dispute
settlement body (TDSAT) is fully functional.
Background of the Topic
Customer satisfaction is a term frequently used in marketing, it is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as “the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services exceeds
specified satisfaction goals. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has become

a key element of business strategy. Therefore, it is essential for businesses to effectively

manage customer satisfaction. To be able do this, firms need reliable and representative
measures of satisfaction. Businesses monitor customer satisfaction in order to determine how
to increase their customer base, customer loyalty, revenue, profits, market share and survival.
Although greater profit is the primary driver, exemplary businesses focus on the customer
and his/her experience with the organization. They work to make their customers happy and
see customer satisfaction as the key to survival and profit. Customer satisfaction in turn
hinges on the quality and effects of their experiences and the goods or services they receive.
Customer Satisfaction
The definition of customer satisfaction has been widely debated as organizations

increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of
situations and connected to both goods and services. It is a highly personal assessment that
is greatly affected by customer expectations. Satisfaction also is based on the customer’s
experience of both contact with the organization (the “moment of truth” as it is called in
business literature) and personal outcomes. Some researchers define a satisfied customer
within the private sector as “one who receives significant added value” to his/her bottom
line—a definition that may apply just as well to public services. Customer satisfaction differs
depending on the situation and the product or service. A customer may be satisfied with a
product or service, an experience, a purchase decision, a salesperson, store, service provider,
or an attribute or any of these. Some researchers completely avoid “satisfaction” as a
measurement objective because it is “too fuzzy an idea to serve as a meaningful
benchmark.”4 Instead, they focus on the customer’s entire experience with an organization
or service contact and the detailed assessment of that experience.
For example, reporting methods developed for health care patient surveys often ask
customers to rate their providers and experiences in response to detailed questions such as,
“How well did your physicians keep you informed?” These surveys provide “actionable”
data that reveal obvious steps for improvement. Customer satisfaction is a highly personal
assessment that is greatly influenced by individual expectations

Some definitions are based on the observation that customer satisfaction or

dissatisfaction results from either the confirmation or disconfirmation of individual
expectations regarding a service or product. To avoid difficulties stemming from the
kaleidoscope of customer expectations and differences, some experts urge companies to
“concentrate on a goal that’s more closely linked to customer equity.” Instead of asking
whether customers are satisfied, they encourage companies to determine how customers hold
them accountable Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business
Customer satisfaction depends on the product’s performance relative to a buyer’s

expectation, the customer is dissatisfied. If preference matches expectations, the customer
is satisfied. If preference is exceeds expectation, the customer is highly satisfied or delighted
outstanding marketing insurance companies go out of their way to keep their customer
satisfied. Satisfied customers make repeat purchases insurance products and tell other about
their good experiences with the product. The key is to match customer expectations with
company performance. Smart insurance company’s aim to delight customers by promising
only what they can deliver, then delivering more than the promise. Consumers usually face
a broad array of products and services that might satisfy a given need. How do they choose
among these many marketing makers offers? Consumers make choices based on their
perception of the value and satisfaction that various products and services deliver.
Customer value is the difference between the values the customer gains from owning
and using a product and the costs of obtaining the products customers from expectations
about the value of various marketing offers and buy accordingly. How do buyers from their
expectations? Customer expectations are based on past buying experiences, the opinion of
friends and marketer and competitor information and promises.
Customer satisfaction with a purchase depends on how well the product’s performance
lives up to the customers’ expectations. Customer satisfaction is a key influence on future
buying behaviour. Satisfied customers buy again and tell others about their good
experiences dies-satisfied customer’s of ten switches to competitors and disparage the
products to others. An insurance provider open only to active duty, retired and separated
military members and their immediate families and therefore not included in the rankings,
achieved a satisfaction ranking equal to that any insurance company.

In general, customer satisfaction with auto insurance providers decreased significantly,

with 20 of the 21 companies surveyed decreasing in satisfaction from the previous
year. Insurance is the only carrier that did not experience a decline in satisfaction. Though
consumers report their insurance carriers are resolving their claims and problems faster.
Businesses survive because they have customers who are willing to buy their products or
services. However, many businesses fails to “check in” with their customers to determine
whether they are happy or not and what it will make to make or keep them happy.
According to U.S consumers’ affairs department, it costs five times more to gain a
new customer than to retain an existing one. Other studies have repeated that with just a five
percent increase in Customer retention’s a firm can raise its profitability customers spend
salary at first, but with succeeding years of good experience, they will spend increasingly
more.
Depending on the industry and the nature of the bad experience, dissatisfied
customers will complain to 10 to 20 friends and acquaintances, which is three times more
than those with good experiences are. Hence, the negative information is influential, and
consumers generally place significant weight on it when making a decision. If that is not the
reason enough, fierce competitor is needed more and more to differentiate firms from one
another. With technology available to virtually every one today, the traditional features and
cost advantages are no longer relevant. Still product and service quality provides an
enormous opportunity to distinguish a firm from the rest. The Japanese have recognized this
and have though us to expect quality. Today’s consumers do, and they know more about
products and services than they ever did.
Customers are the best source of information. Whether to improve an existing
product or service or whether firms are planning to launch something new. There is no
substitution for “getting it from horse’s mouth” When you talk to your customer directly, to
increase your odds for achieving success you “mistake-proof” your decisions and work on
what really matters. When you routinely ask the customers for feedback and involve them
in business they, in turn, become committed to the success of your business.

Customer Relationship Management

Introduction: Relationships have proved to be the central element in the success of business
since time immemorial. They are the invisible threads, which bind all business associates.
To remain competitive and to carve a niche in a global market, it has become imperative to
manage customers effectively. Organizations have realized the lifetime value of a customer.
CRM has once again acquired the highest place in every strategist’s priority list.
Organizations are redesigning their strategies and sharpening their focus on Customer
Relationship Management for achieving sustainable competitive advantage. Sophisticated
toolkits, involving latest technology inputs, are being used to implement CRM programmes
without proper knowledge of their impact on customers. The biggest Challenge faced by
marketers is to know the effectiveness of their CRM programs. Keeping in view the
requirements of marketers, it becomes essential to identify the determinants of CRM
effectiveness. We see a great usage of CRM in the service industry, especially in the cellular
services where each service provider is trying to have an edge over the other by means of
enhancing customer satisfaction.

1.2 Statement of the problem:

A study has been conducted in order to understand the Customers Satisfaction level and
customer Relationship management of mobile services in Bharti Airtel Ltd Athani.
Research titled “Customer Satisfaction, Customer Relationship management in Bharti
Airtel limited”.
Need for the Study:
It helps the company to know the customers and their preferences, it helps the
company to know potential customers, and it also helps company to know competitors,
It also helps the company to retain the customers and satisfy them, it helps the
company to increase its market share,
It helps the researcher to know the company, its market share. Its potential, it helps
to know about different telecom companies. It helps the researcher to know about the
customer,

1.3 SCOPE OF THE STUDY
As a part to fulfill the requirement of MBA Degree, of Rani Channamma University,

Belagavi this project was undertaken for a period of 08 weeks, August 2017 through
September 2017. The project is a part of curriculum to exhibit the managerial skills
acquired.
The scope of the study was to obtain the responses of the customers to make a study on
“Customer Satisfaction, Customer Relationship management at Bharti Airtel ltd Athani
(Belagavi)
The corporate which helped me throughout this study was Bharti Airtel ltd. findings
have helped me and the organization to recommend and suggest about the improvements.
• Before business can develop marketing strategies, they must understand what
factors influence buyers’ behavior and how they make purchase decision to satisfy their
needs and wants.
• This study aims towards collecting information about consumers Psychology
towards Airtel and thus helping Airtel in understanding customer’s nature and help in
developing strategies which will thus help them in increasing their business.
• It is done to understand what consumers consider while going for purchasing
Airtel Products.
• By this study we came to know how the organization retaining and sustaining its
customer.
• This study is mainly focused on various factors that affect consumers buying
decision. Such as social, psychological and personal.
• This study helps to understand the satisfactory level of consumers towards the
brand. And also understanding the consumer attitudes and their buying motives by means
of company brand image.

1.4 Objectives of the Study

• To assess the service of AIRTEL comparison with other networks.
• To know the market share of AIRTEL.
• To know the customer relationship management of AIRTEL.
• To know the market share of the competitors.
• To know the promotional ability and schemes of the competitors.
• To know the target market of the competitors.
 To identify the customer relationship management programs being run by Airtel.

2. LITERATURE REVIEW
Customer Satisfaction
Some of the important related studies were reviewed for the support of the present study.
Customer satisfaction, as a construct, has been fundamental to marketing for over three
decades. As early as 1960, Keith (1960) defined marketing as “satisfying the needs and
desires of the consumer”. Hunt (1982) reported that by the 1970s, interest in customer
satisfaction had increase to such an extent that over 500 studies were published. This trend
continued and by 1992, Peterson and Wilson estimated the amount of academic and trade
articles on customer satisfaction to be over 15,000.
Several studies have shown that it costs about five times to gain a new customer as it does
to keep an existing customer (Naumann, 1995) and this results into more interest in customer
relationships. Thus, several companies are adopting customer satisfaction as their
operational goal with a carefully designed framework. Hill and Alexander (2000) wrote in
their book that “companies now have big investment in database marketing, relationship
management and customer planning to move closer to their customers”. Jones and Sasser
(1995) wrote that “achieving customer satisfaction is the main goal for m
ost service firms today”. Increasing customer satisfaction has been shown to directly affect
companies’ market share, which leads to improved profits, positive recommendation, lower
marketing expenditures (Reichheld, 1996; Heskett et al., 1997), and greatly impact the
corporate image and survival (Pizam and Ellis, 1999).
The studies are Robins (2008) this paper is about marketing the next generation of mobile
Telephones. The study is about third generation of cell phone technology, what is usually
known as “3G” for short. There are various issues about that new innovative. One is how to
price 3G handsets and services at a level which will enable telephone operating companies
to recoup the high prices they have already paid to governments for operating licenses.
Second the technology is not yet complete, there are no agreed international standards and
companies do not yet know what new services the technology will prove capable of
delivering effectively. All variants of 3G remain dependent on largely unproven technology.
Marketing 3G is going to be about services which are new and in many cases, yet to be
designed. At the same time, it will involve services which can also be obtained by computer

and other means. It follows that the marketing task will be high risk. First, 3G has no
obviously unique selling proposition to build on except, perhaps, the combination of live
video and easy portability. Second, the potential customers have not yet had adequate
opportunity to signal their service likes and dislikes. Third, the cost and complexity of
service provision leave doubt about the market’s reaction to price.
Debnath (2008) this study explains that the prime focus of the service providers is to create
a loyal customer base by benchmarking their performances and retaining existing customers
in order to benefit from their loyalty. With the commencement of the economic liberalization
in 1991, and with a view to expand and improve telecom infrastructure through the
participation of the private sector, the Government of India permitted foreign companies
holding 51 percent equity stake in joint ventures to manufacture telecom equipment in India.
The Indian Government has announced a new policy, which allows private firms to provide
basic telephone services. There had been a monopoly of the state-owned department of
telecommunications. However, several companies are expected to benefit from the policy
change.
Kalavani (2006) in their study analyzed that majority of the respondents have given
favorable opinion towards the services but some problems exist that deserve the attention of
the service providers. They need to bridge the gap between the services promised and
services offered. The overall customers’ attitude towards cell phone services is that they are
satisfied with the existing services but still they want more services to be provided Kumar
(2008), in their study titled “Customer Satisfaction and Discontentment of BSNL Landline
Service: A Study” analyzed that at present, services marketing plays a major role in the
national economy. In the service sector, telecom industry is the most active and attractive.
Though the telecom industry is growing rapidly, India’s telecom density is less than the
world’s average telecom density as most of India’s market is yet to be covered. This attracts
private operators to enter into the Indian telecom industry, which makes the Bharat Sanchar
Nigam Limited (BSNL) more alert to run its business and survive in the market.
Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular
Services: A Customer Perspective” analyzed that the increasing competition and changing
taste and preferences of the customer’s all over the world are forcing companies to change
their targeting strategies. The study revealed the customer attitude and their satisfaction
towards the cellular services in Coimbatore city. It was found that advertisement play a
dominant role in influencing the customers but most of the customers are of opinion that

promotional strategies of cellular companies are more sale oriented rather than customer
oriented Chris (2003) has analyzed ‘Telecom advertising in print media.’ This research
attempted to investigate why Telecom theme are used in advertisement, and the motives that
lead companies and advertisers to use sport celebrities and sport concept in advertisements.
From study it has been revealed that the appearance of sport celebrities in advertising
endorsement occurred more often in Telecom magazines than in other magazines, because
their target group is more acquainted with athletes. The sport celebrities that dominated each
printed media are related with their target group characteristics

3. Research Methodology
Methodology is a way to systematically solve the research problem. It may be understand

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.

3.1 Research Design
DESCRIPTIVE RESEARCH
Descriptive research is more rigid than exploratory research and seeks to describe users of a
product, determine the proportion of the population that uses a product, or predict future demand
for a product. As opposed to exploratory research, descriptive research should define questions,
people surveyed, and the method of analysis prior to beginning data collection. In other words,
who, what, where, when, why, and how aspects of the research should be defined. A good research
design will ensure that the marketing research project is conducted effectively and efficiently for
the study, “I have chosen descriptive method for research.”
The data required for the study has been collected from the both the sources
3.2 Sampling Design/Techniques:
TARGET POPULATION:
The Target population under this survey are the customers of mobile network providers.
The target population is limited to the Athani.
SAMPLE SIZE:
The sample size included 100 customers and related people in various different location.
Search process was done by interacting with number of customers during the activities
performed. Sample design consist of CONVIENCE SAMPLING.
Method of Data Collection:

Primary Data with the help of questionnaire

3.3 Data Collection Method
There are two types of data collection methods used:
1. Primary data collection

2. Secondary data collection
Primary data collection method:

Primary data is the data in which the researcher collects data through various
methods like interviews, surveys, questionnaires etc., to support the secondary data.
Primary data collected in this project is using the personal interview and
questionnaire.
Secondary data collection method:

Secondary data is data collected by someone other than the user. Common sources
of secondary data for surveys, organizational records and data collected through qualitative
methodologies or qualitative research.
Secondary data used in this project is records of Human Resource Department for
the service file of the separating staffs, various HR Journals, projects and research papers of
different scholars both national and international.
3.4 Limitations
 The study is restricted only to AIRTEL, Athani respondents. The view of their other areas is not
taken.
 Since the researcher selected 100 sample size it is not sufficient to cover opinion of entire
population.

4. Introduction to the company
Industry profile:
Communication is the very basic thing to the human beings in ancient time the
peoples were used to communicate through the letters, post, telegram, and letters through
pigeon and by travelling only. As the human beings were inventing and discovering more
and more inventions in the field of communication. To communicate with the people most
of the devices were discovered. By the human beings such as radio, television, newspaper,
fax, telegram, post courier and recently telephone. After that mobile phones in the 18 th
century there was revolution in the communication field. The first telephone was invented
by Graham Bell that made a huge revolution to communicate with the people who are far
away from us after that telephone invention the more inventions were tried by the scientists
were failed, but from the failure inventions again the new scientists has recognized and
discovered the new thing. In the past century the mobile phones were discovered has created
lot of change and growth in telecom filed. The first call was need on 1973, 3rd April. The
first handheld mobile was invented by John F Mitchell and Martin Cooper of Motorola
Company.
As to have the active mobiles the sim cards should be inserted. The first sim card was
developed by Munich in 1991. Sim cards is a subscriber identity module. Which included
circuit that is intended to store securely? In India the first sim card provider Modi Telstra
“mobile net” after that so much of company were targeted there vision towards
telecommunication such as Reliance, BSNL, Idea, Jio, Vodafone and Airtel. The sim card
is a necessary thing to run the mobile and it plays vital role in reaching the people.
The main service provider in India

Airtel
Reliance jio
Idea
Tata Docomo
Vodafone
BSNL

4.1 Company profile
Name Bharti Airtel Pvt Limited

Established 1995
Founder Sunil B Mital
Website www.airtelworld.com
Contact no. 7022632511
Service type Tele communication
Major Services Sim and Broadband
Recent Activities Airtel Payment Bank launched
Available network modes 2g, 3g and 4g
Address Bharti Crescent, 1st, Nelson
Mondela Road, Vasant kunj,
Phase 2, New Delhi-110070

4.2 Vision and Mission
Vision
 The main vision focuses on uplifting the lifestyle of our customers.
 Our focus is to win the trust of our customers by providing an excellent experience.
Mission
 The company mission is to work according to the growing needs of customers and
satisfy them with fulfilling their expectations.
Quality policy
 We will reach our bellowed customers heart by providing best service.
 Our main policy is that to give 100% satisfaction in the quality of Tele calls
by the end of year 2017.
 We will provide fastest internet network to gain more customers.
 We decrees the all rates of all calls and internet to compute with compotators
and to have success.

BHARTI’S MILESTONES:
Bharti Tele- ventures was incorporated on July 7, 1995 as a company with

limited liability under the Companies Act, Bharti Tele-Ventures received
certificate for commencement of business on January 18 1996.
1995
-Bharti Cellular lunched cellular service “Airtel in Delhi”
1996
- Formed ‘Bharti Tele-Ventures Limited’, a joint venture company with

Telecom
Italia-Italy, to promote a variety of telecom projects in India
- Commercial launching of cellular Service “AIRTEL” by BCL in Delhi and
Himachal Pradesh
1997
- British Telecom acquired a 21.05% equity interest in Bharti Cellular
- License for Madhya Pradesh Fixed Line service obtained
1998
- Bharti Telecom and British Telecom formed a 51%: 49% joint venture
Bharti BT Internet for providing Internet service

1999
- EM Warburg Pincus, one of the largest International Private Equity

Investors, Holdings acquired a 19.05% equity interest in BTVL
2000
- Bharti Tele-Ventures Limited acquired an effective equity interest of

40.5% in Bharti Mobinet (formerly sky cell Communications) the cellular
service provider in Chennai

Acquired controlling stake in Sky cell, Chennai. Singapore Telecom
invested in Bharti - largest ever investment from Singapore in India
2001
-
Entered into a Joint Venture with Singapore Telecom, for Submarine Cable
project between India and Singapore Entered into a Joint Venture with
Singapore
- Telecom for National Long Distance Operations

-
Acquired 100% stake in Kolkata Cellular Operations.
-
India's first private sector national long distance service, India One
launched.
-
First Private Fixed Line Service, 'Touchtel' launched in Haryana.

2002
-
Bharti listed on National Stock Exchange, Bombay Stock Exchange
and Delhi Stock Exchange on February 18, 2002.
- First Private Fixed Line Service, 'Touchtel' launched in Delhi, the capital
of India on 4th March, 2002
2003
-
Bharti Group's cellular brand Airtel has unveiled free multimedia messaging
services (MMS) for its customers. The company has also rolled out pan-India
-
GPRS (General Packet Radio Services) for its corporate subscribers
Bharti cellular, wholly owned subsidiary of Bharti Tele-

Ventures, increases its stake to 100% in Bharti Mobile
- Launches its ‘India One Meet Xpress’ audio-conferencing
-
Airtel provides SMS facilities to hearing impaired in Chennai
2004
-
Signs MoU to join the South East Asia - Middle East - Western Europe
4 (SEAME-WE-4) consortium along with 15 other global telecom
operators.
-
India's leading cellular company Bharti Tele-Ventures has bagged
the "Asian
- Mobile News operator of the year" award in India and the

subcontinent

2005
- Airtel unveils new TV ad featuring Sachin, Sharukh
- Bharti Tele-Ventures launches telecom network in Andaman &

Nicobar
- BTVL unveil fixed line, broadband service
2006
Telecom Asia award – one of the most prestigious awards in the telecom sector:
Sunil Bharti Mittal gets “The Best Asian Telecom CEO” award, 2006
Bharti is the only Indian telecom to figure in this year’s Telecom Asia Awards
2009
- Airtel launched its first international mobile network in Srilanka
2010
- Airtel acquired the African operation of the Kuwait based Zain
Telecom
2011
- Airtel launches 3G launch services in Bangalore
2012
- Airtel launched a mobile operation in Rwanda and 4G lunched In
India

2013
- Bharti Airtel hives of Data Centre and Managed Services
(DCMS) business to create a wholly-owned subsidiary Nxtra
Data Limited
- Airtel acquires Warid’s Uganda Operations
- Bharti Airtel announces long-term strategic investment from

Qatar Foundation Endowment
2014
- Becomes the first Indian telco to offer 4G service on mobile phones
- Airtel Seychelles amongst Africa’s first state-of-the-art FD-

LTE networks to deliver best-in-class wireless broadband
experience
- Airtel crosses 200 million mobile customer mark in India

.4.3 ORGANIZATIONLSTRUCTURE

4.4 Service profile areas of operation

The study covers Athani city area and its nearby villages which come under rural area of
Athani.
4.5 The fallowing products and services are provided by Airtel
● Postpaid
Mobile service is one which the user has to provide the payment after its use every month.
We offer exciting plans to our customers so that they can be benefitted to the most. We
recommend this service for people with a secured income because they will not face any
problems while paying the bills.
● Prepaid
A prepaid is a mobile phone service for which credit is purchased in advance of service use.
The purchased credit is used to pay for mobile phone services at the point the service is
accessed or consumed. If there is no available credit, then access to the requested service is
denied by the mobile phone network. Users are able to top up their credit at any time using
a variety of payment mechanisms.

● Broadband
Broadband is a medium using which you can connect your computer system to the
internet. Airtel is a leading internet service provider in our country whose data speed of the
internet is highest among all its competitors. We offer a variety of broadband plans so that
you can choose the best one based upon your budget and needs.

● Digital TV
Digital TV is the transmission of audio and video by digitally processed and multiplexed
signal, in contrast to the totally analog and channel separated signals used by analog
television. It is an innovative service that represents a significant evolution in television
technology. The main advantage of Airtel Digital TV is its clarity by far which is the best

Data Card
A Data card, is a type of modem that allows a laptop, a personal computer or a router to
receive Internet access via a mobile broadband connection instead of using telephone or
cable television lines. A mobile Internet user can connect using a wireless modem to a
wireless Internet Service Provider (ISP) to get Internet access. Airtel data card is not only
known for its mobility but also for its high data rate.

Airtel 4G Hotspot
Wireless networking, also known as Wi-Fi, is the technology of using broadband internet
connection without wires. Airtel is offering you portable Wi-Fi hotspot devices that afford
you lightning fast 4G speeds. With Airtel 4G Wi-Fi hotspot, you can connect up to 10
devices without the assistance of a USB. With Airtel 4G hotspot, you will never find yourself
disconnected from the world—this niftily designed device can last up to 6 hours

● Airtel payment bank services
A Payments Bank is a differentiated bank that provides essential financial services

to its customers and is a giant leap towards making financial inclusion a reality for every
Indian.
Airtel Payments Bank is the first entity to get the final license from Reserve Bank of India
for launching a Payments Bank. Kotak Mahindra Bank Limited also has a stake in the bank.
But before opening up an account you have to see these benefits and terms & conditions.
Which are: (1) Your Airtel mobile number is also your account number. (2) Earn 7.25%
interest on your bank account. (3) For every Rupee that you deposit, you get equivalent talk
time (Offer is valid only for the time of opening the account). (4) Free personal accident
insurance cover of Rs. 1 Lac. (5) Withdraw cash at any of Airtel Banking Points or transfer
amounts to other bank accounts or other airtel payments bank account through My Airtel
app. (6) At the time of withdrawal you will have to pay 0.65% of the amount. (7) If you
transfer money to any other bank account you have to pay 0.5% of the amount. This is not
applicable if you send money to an Airtel Payments Bank account. (8) You will get a Virtual
Debit Card to shop online. (9) But a maximum amount of 1 lakh Indian Rupees can be
deposited in a single account.
● Mobile services
● Telemedia services
● Airtel Business

Business Practices
HR practices in Airtel :
Human Resource plays a crucial part in progress of any organization. HRP is the future
estimation of the required man power to do the company’s work in the right manner with
the string vision and mission. The main work of the HR is to hire the employees to build the
company and balance the man power by recruiting, posting, transferring and by terminating
the employees in the company. Airtel has the vast openings for the new comers and creative
faces. They are very strict and have the ethics in their day to day HR practices.
- Analyses jobs and skills needed in the organization.

- Asses, develops and implements policies, procedures and systems
- Reward workers through the implementation system.
- Explaining the Jd and JS to the new comers.
- Conducting right induction program and training.
Financial practices in Bhartiairtel

- In Airtel all types of payments and billings are done online.
- All employees, payments, retailer incentives, all recharges are carried out through
online and airtel payments bank.
Marketing practices in Bharti Airtel :

The Marketing practice main objective is to provide suitable product to the customer rather
than finding a suitable customer to the product. The main moto of marketing is to generate
a huge amount of ideas and implement them in current market to get the best possible results
for the customers and make a healthy competition in corporate field. Finally the marketing
is to tempt the people with their great offers and succeeding in their long term goals of the
organization.

4.6 Bharti Airtel limited has different business operations such as
1. Telecommunication
2. Fresh food word
3. Government insurance
4. Insurance policies for Tele customers
5. Broad band and Internet services
6. Marketing business
7. Software development
8. Mobile apps
9. Airtel payment apps
10. Airtel digital Tv

Airtel operates in following countries :

Bangladesh Airtel Bangladesh
Chad Airtel Chad
Burkina Faso Airtel Burkina Faso
Democratic republic of Congo Airtel DRC
Gabon Airtel Gabon
Ghana Airtel Ghana
Kenya Airtel Kenya
India Airtel India
Malawi Airtel Malawi
Madagascar Airtel Madagascar
Republic of the Congo Airtel Congo B
Niger Airtel Niger
Rwanda Airtel Rwanda
Seychelles Airtel Seychelles
Sierra Leone Airtel Sierra Leone
Sri Lanka Airtel Sri Lanka

Tanzania Airtel Tanzania
Zambia Airtel Zambia
Uganda Airtel Uganda
Channel Island Airtel Jersey and Guernsey

4.7 Current status:

Current status of Athani market
● Overall market conditions was really good compare to compotators.
● It has High market share.
● Daily more than 180 sim’s are activated from Athani area its good compare to others.
● Daily recharge collection was more than 7 lacks.
● In a Store one store manager, 3 sales executes working there
● In Athani urban area there is one territory sales manager, one urban distributor, 10 rural
Distributors.
4.8 Future plan

Feature plan as per Athani area
● Appoint new promoters for rural area.
● Giving a sim swap authority to every Retailer.
● Those who all are using Demo card give them biometric activation authority.
● Start the activity towards retailer motivation.
● Attracting customers with unlimited plans (unlimited voice and data)
Competitor’s Information:
There are three types of players in telecom services
 State owned companies
 Private owned Indian companies
 Foreign invested companies
The main Competitors of Bharti Airtel Ltd are :

1. Bharat Sanchar Nigam Limited (BSNL)
2. Vodafone India Limited
3. Idea cellular limited Reliance
4. Jio Infocomm Limited
5. Tata Teleservices Limited

4.9 Awards
2000
► Got the golden peacock National Quality Award
2002
► Sunil Mittal, chairmen and MD of the company, bags business man of the year award
by Business india for their well performance.
2006
►Telecom Asia Award in Asian Continent.
2011
► Bharti Airtel awarded and got licenses to operate 2G and 3G mobile services in reward
in their existing operating areas.
2012
► Euro Finance Treasury award also bagged by the Bharti airtel.
► Bharti Airtel ranked third in The Economic Times and Interbrain’s ‘Best Indian

Brands’ survey for 2014.
► Bharti Airtel secured the second position in the ‘BrandZ Top 50 Most Valuable Indian
Brands 2014’. As per the survey’s brand valuation methodology, the brand was valued at
USD 8,217 MN.
► Voice & Data Telecom Leadership Awards 2014 – Bharti Airtel (India) –
‘Product Innovation category’

► Bharti Airtel won two awards – ‘Enterprise Mobile App’ and ‘Unified
Communication Solution’ at the 5thEdition of the Aegis Graham Bell Awards 2014 in
New Delhi.

► Bharti Airtel ranked fourth in Brand Finance’s survey for ‘The Most

Valuable Indian Brands of 2014.’


► Bharti Airtel won ‘Voice & Data Telecom Leadership Awards 2014’ in three
categories – ‘Top Circles’, ‘Product Innovation’ and ‘Business Services’ at the Voice &
Data Telecom Leadership Forum 2015 in New Delhi.

► Bharti Airtel won "Top Treasury Team Asia 2014" in Adam Smith Awards Asia 2014

► Bharti Airtel won the DSCI Excellence Award for Security in Telecom at the
NASSCOM DSCI Annual Information Security Summit 2014.

► Bharti Airtel won top honors at the prestigious 2014 Frost & Sullivan India Information
& Communications Technology (ICT) Awards. Airtel won 3 awards: Enterprise Telecom
Service Provider of the Year, Large Enterprise Segment, Enterprise Telecom Service
Provider of the Year, SMB (Corporate) Segment, and Enterprise 3G Service Provider of
the Year under the Enterprise

► Telecom Services‟ category for its exemplary growth and performance.


► B Srikanth, Global CFO, Bharti Airtel Ltd, was honored with the "Best Performing CFO
in the Telecom Sector" award at the 8th edition of India's most coveted awards for the
finest CFOs the CNBC TV18 CFO Awards 2013.

► Bharti Airtel Ranked "No.1 Service Brand" in the annual Brand Equity Most ' Trusted
Brands Survey 2014.

5. SWOT Analysis
Strengths of Airtel
1. High brand equity
2. Strategic alliances
3. Focus on rural sales
4. Renowned Telecom company
5. Maximum number of active costumer Strong customer growth.
 Strong advertising with celebrity brand ambassadors
Weakness of Airtel
1. Higher rate of call rates and internet rates compared to other service providers.
2. Lack of Creative marketing managers in the field of promotional activities.
3. Airtel is focusing more on other competitor strategies rather than focusing their
own.
4. Airtel is the largest network in India then also the customers are facing more
network problems in Forest, Hilly areas and coastal areas.

Opportunities of Airtel
1. Global telecommunications and new technology brands see Airtel as a key strategic
player in the Indian market.
2. The company is investing in its operation in 120,000 to 160,000 small villages
every year.
3. Strategic Partnership
4. Market development
5. Value Added Services
6. Updated geography of the current market
Threats
1. Government Regulatory frame work:
2. Competition by other major service providers.
3. MNP (Mobile Number Portability): MNP makes customers to switch to other
network without changing their mobile number.
 Competition Price war in the home market and declining margins due to this is
adversely affecting the overall business of the group.
 Bharti Airtel could also be the target for the takeover vision of other global
telecommunications players that wish to move into the Indian market.


6. DATA PROCESSING AND ANALYSIS

Title of the Project – ‘CUSTOMER SATISFACTION, CUSTOMER RELATIONSHIP
MANAGEMENT AT BHARTI AIRTEL LTD; ATHANI.’
Total Sample Size

 100 Customers
1. Which mobile connection are you using at present?
Percent
Airtel 72.0
Jio 10.0
Idea 10.0
Vodafone 8.0
Total 100.0
Chart Title
8%
10% Airtel
10% Jio
Idea
72% Vodafone
Interpretation –
From the above chart it is interpreted that 72% of Customers use Airtel
connection, 10% are jio users, 10% of them are Idea users and reaming 8% of the Use
Vodafone connection.

2. What made you choose the current network?
Percent
Connectivity 20.0
Data service 54.0
Tariff Plans 10.0
Customer Service 4.0
Network Coverage 12.0
Total 100.0
12%
20% Connectivity
4%
Data service
10%
Tariff Plans
Customer Service
Network Coverage
54%
Interpretation –
From the above chart it is interpreted that 54% of the customers choose
current network because of good Data service, 20% because of better connectivity,
12% customers because of high network coverage, 10% choose because of
affordable Tariff plans and remaining 4% choose because of customer service.

3. Since when are you using Airtel?
Percent
1-12 months 18.0
1-2 years 32.0
2-4 years 34.0
4-8 years 16.0
Total 100.0
16% 18%
1-12 months
1-2 years
2-4 years
34% 4-8 years

32%
Interpretation –
From the above chart it is interpreted that 34% of customers are using
Airtel from last 2-4 years, 32% of them are using from last 1-2 years, 18% of customers are
using airtel from last 12 months, remaining 16% customers are using from last 4-8 years.

4. Are you using your Airtel number as a main contact number?
Percent
Yes 58.0
No 42.0
Total 100.0
42%
Yes
No
58%
Interpretation –
From the above chart it is interpreted that 58% of the customers are
using Airtel as their main contact number and remaining 42% customers are using other
service provider.

5. Are you satisfied with the call rates of Airtel compared with other service network?
Percent
Yes 70.0
No 30.0
Total 100.0
Chart Title
30%
Yes
No
70%
Interpretation –
From the above chart it is interpreted that 70% of the customers
are satisfied with the call rates of Airtel and Remaining 30% of customers are
dissatisfied.

6. Which 3G/4G pack do you prefer?
Percent
Depends on usage 34.0
Daily packs 20.0

Weekly packs 10.0
Monthly packs 36.0
Total 100.0
Chart Title
Depends on usage
36% 34%
Daily packs
Weekly packs
Monthly packs
10% 20%
Interpretation –
From the above chart it is interpreted that 36% of customers
prefer Monthly packs, 34% of customers say that they prefer packs depended upon
their usage, 20% go for Daily packs and remaining 10% prefer weekly packs.

7. Are you satisfied with the speed of the 4G connection?
Percent
Yes 80.0
No 20.0
Total 100.0
Chart Title
20%
Yes
No
80%
Interpretation –
From the above chart it is interpreted that 80% of customers are satisfied
with the speed of 4g connection and remaining 20% are unsatisfied.

8. What is your monthly usage?
Percent
10-20 GB 40.0
20-30 GB 41.0
30-40 GB 16.0
More than 40 GB 3.0
Total 100.0
Chart Title
3%
16%
10-20 GB
40% 20-30 GB
30-40 GB
More than 40 GB
41%
Interpretation –
From the above chart it is interpreted that 41% of customers monthly
usage is around 20-30GB, 40% customers use 10-20GB per month, 16% customers
usage is 30-40GB and remaining 3% customers use more than 40GB per month.

9. What do you feel about customer relationship management in Airtel?
a. Information about new offers
Percent
Excellent 56.0
Good 38.0
Average 4.0
Poor 2.0
Total 100.0
Chart Title
4%2%
Excellent
Good
38%
56% Average
Poor
Interpretation –
From the above chart it is interpreted that 56 % of customers say it as excellent
about the information on new offers. 38% rate I as good, 4% rate it as average, and remaining
2% rate it as poor.

b. Approach is Good
Percent
Excellent 32.0
Good 56.0
Average 10.0
Poor 2.0
Total 100.0
Chart Title
10%2%
32% Excellent
Good
Average
Poor
56%
Interpretation –
From the above chart it is interpreted that 56% of customers rate approach of
the company is good, 32% rate it as excellent, 10% rate it as average and remaining 2% rate
it as poor.

c. polite and genuine
Percent
Excellent 44.0
Good 26.0
Average 24.0
Poor 6.0
Total 100.0
Chart Title
6%
Excellent
24%
44% Good
Average
Poor
26%
Interpretation –
From the above chart it is interpreted that 44% of customers say company is
polite and genuine, 26% rate it as good, 24% rate it as average and 6% rate it as poor.

d. Quick service provider
Percent
Excellent 32.0
Good 38.0
Average 14.0
Poor 16.0
Total 100.0
Chart Title
16%
32%
14%
38%
Interpretation –
From the above chart it is interpreted that 38% of customers rate Company is
providing good and quick service, 32% of customers say it as excellent, 16% rate it as poor
and 14% rate it as average.

10. Tick the most important reason for your choice of Airtel?
Percent
Brand name 18.0
Schemes 26.0
Customer service 44.0
Promotional 12.0
offers
Total 100.0
Chart Title
12% 18%
Brand name
Schemes
Customer service
26%
44% Promotional offers
Interpretation –
From the above chart it is interpreted that 44% of customers are using airtel
because of good customer service, 26% of them are using because schemes, 18% of them
are using because of brand name and 12% of them are using because of promotional offers.

11. Why you choose Airtel service provider?
Percent
Unlimited 22.0
calls
Unlimited 42.0
Data
Unlimited 8.0
sms
All above 28.0
services
Total 100.0
Chart Title
22%
28% Unlimited calls
Unlimited Data
Unlimited sms
8%
All above services
42%
Interpretation – 42% of
From the above chart it is interpreted that 42% of customers are using Airtel
because of unlimited calls, 28% of them are using because of all services, 22% of them are
using because of unlimited calls and remaining 8% are using because of unlimited sms.

12. Do you call at customer service?
Percent
Yes 78.0
No 22.0
Total 100.0
Chart Title
22%
Yes
No
78%
Interpretation –
From the above chart it is interpreted that 78% of customers agree that they call
to customer service and remaining 22% disagree with this.

13. How do you rate the services, are they value for money?
Percent
Good 36.0
Excellent 38.0
Fair 22.0
Not sure 4.0
Total 100.0
Chart Title
4%
22% Good
36%
Excellent
Fair
Not sure
38%
Interpretation –
From the above chart it is interpreted that38% of customers rate the service of
the company is excellent, 36% rate it as good, 22% rate it as fair and 4% of them are not
sure.

14. Which BUNDLE FR (First Recharge) would you prefer the most?
Percent
₹143 pack 18.0
₹293 pack 30.0
₹343 pack 32.0
₹449 pack 20.0
Total 100.0
Chart Title
20% 18%
₹143 pack
₹293 pack
₹343 pack
30% ₹449 pack
32%
Interpretation –
From the above chart it is interpreted that 32% of customers prefer 343 pack,
30% prefer 293 pack 20% prefer 449 pack and 18% prefer 143 pack.

15. How do you rate the overall experience with Airtel Product?
Percent
Good 34.0
Excellent 48.0
Fair 18.0
Total 100.0
Chart Title
18%
34% Good
Excellent
Fair
48%
Interpretation –
From the above chart it is interpreted that 48% of customers rate the overall
performance of airtel as excellent, 34% rate it as good and remaining 18% rate it as fair.

7. Findings
1. In this study it was found that 72% of customers are using Airtel as their mobile
connectivity
2. 54% of customers use Airtel as their network because of Good Data services
provided by the company.
3. 58% of customers are using Airtel as their main contact number.
4. 70% of Customers are satisfied with the call rates of Airtel.
5. Most of 36% of customers prefer Monthly Data packs.
6. 80% of customers are satisfied with the speed of 4G connection.
7. 56% of customers feel Excellent about customer care relationship.
8. 44% and 42% of customers has chosen Airtel because of good customer service
and Unlimited Data plans provided by them.
9. 48% of customers feel Excellent about the overall experience with the Airtel
products.

8. Suggestions
1. Company should reduce the rates of tariff plans to compete with competitors.
2. Presently it is very difficult to talk with the Airtel customer care executives so
company should make it easy and convenient to the customers.
3. Airtel needs to work on the service and support with each and every retailer to
ensure better customer relationship.
4. Try to contact the people who have left the Airtel network and focus on the cause
due to which they have left Airtel.
5. Need to expand 4G connection in most of the rural areas.
6. Customer is expecting 5G connection in the country.

9. CONCLUSION
Airtel has become a very successful brand in India & providing customer satisfaction is to
be there main motive. It provides unlimited free calling and data services & SMS on the
move as people are more dependent on it in their daily lives like wide network coverage and
good 2G, 3G and 4G services.
Airtel provides free & wide network coverage, attractive 3G/4G schemes & customer
services as well as lifetime roaming free services.
Providing customer satisfaction is the most crucial step of the company as they are to be
satisfied and provides Internet access on the move such as Wide network coverage and good
4G services as they are important and technology advanced stuff required by almost
everybody in today’s environment,
Airtel is a home brand and a very successful brand in India and overseas and one of the most
successful brands still to date.
In this survey it was found that Maximum customers rate the customer relationship
management in Airtel as Good and Excellent
The market share of the AIRTEL is 72%, it shows that still there is a chance to capture
the more market share.

10. BIBLIOGRAPHY
Websites
www.airtel.in
www.trai.gov.in
www.wikipedia.com

11. Annexures
Questionnaire
Dear Respondent,
I Mallikarjun Gejji student of KLS IMER Belagavi pursuing MBA degree. As part of my curriculum I am
required to do a marketing project on the “A Study on Customer Satisfaction, Customer Relationship
Management at Bharti Airtel ltd (Athani, Belagavi) “. I assure all responses given by you will be kept
confidential and be used for academic purpose only.
Customer Details
Name :
Gender : Male Female
Age :
Profession:
Contact number :
1. Which mobile connection are you using at present?

Airtel Jio Idea Vodafone
2. What made you choose the current network?
Connectivity Data services Tariff Plans Customer service
Network Coverage
3. Since when are you using Airtel?
1-12 months 1-2 years 2-4 years 4-8 years
4. Are you using your Airtel number as a main contact number?
Yes No
5. Are you satisfied with the call rates of Airtel compared with other service network?
Yes No
6. Which 3g/4g pack do you prefer?
Depends on usage Daily packs Weekly packs Monthly packs
7. Are you satisfied with the speed of the 4g connection?
Yes No
8. What is your monthly usage?
10-20gb 20-30gb 30-40gb More than 40gb
9. What do you feel about customer relationship management in Airtel?

Excellent Good Average poor
Information about new offers
Approach is good
Polite and Genuine
Quick service provider
10.Tick the most important reason for your choice of Airtel?

Brand name Schemes Customer services Promotional Offers
Advertisements
11. Why you choose Airtel service provider?
Unlimited calls Unlimited Data Unlimited sms All above services
12. Do you call at customer service?
Yes No
13. How do you rate the services, are they value for money?
Good Excellent Fair Not sure
14. Which BUNDLE FR (First Recharge) would you prefer the most?
₹143 pack ₹293 pack ₹343 pack ₹449 pack
15. How do you rate the overall experience with Airtel Product?
Good Excellent Fair Not sure

Airtel

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Karnatak Law Society’s

INSTITUTE OF MANAGEMENT EDUCATION AND RESEARCH

RANI CHANNAMMA UNIVERSITY, BELAGAVI

Under the Guidance of

Institute Guide Organization Guide

Place: BELAGAVI MALLIKARJUN GEJJI

INTERNAL GUIDE’S CERTIFICATE

This is to certify that Internship Report entitled “CUSTOMER SATISFACION, CUSTOMER

Date: Internal Guide

This is to certify that Internship Report entitled “CUSTOMER SATISFACION,

of 2nd Semester, KLS Institute of Management Education and Research, Rani

This project report titled, “CUSTOMER SATISFACION, CUSTOMER RELATIONSHIP

The project taken up by me is a part of academic assignment to understand the satisfaction of

BELAGAVI MALLIKARJUN S. GEJJI

Sl.No Particulars Page No

1.4  Objective of the Study 9

2 LITERATURE REVIEW 10-12

Chart No. Chart Name Page No.

Research Design for customers

1 Mobile connection are you using at present 39

2 Why you choose the current network 40

3 When are you using Airtel 41

4 Airtel as main contact number 42

5 Satisfied with Call rates of Airtel then Others 43

6 3g/4g pack do you prefer 44

7 Satisfied with speed of 4g 45

8 Your monthly usage 46

9 Customer Relationship management in Airtel 47-50

10 Reason for your choice of Airtel 51

11 Why you choose Airtel service provider 52

12 Do you call at customer service 53

13 Rate the services are they Value for money 54

14 Bundle First Recharge would you prefer 55

15 Overall experience with Airtel products 56

Chart No. Chart Name Page No.

Research Design for customers

1 Mobile connection are you using at present 39

2 Why you choose the current network 40

3 When are you using Airtel 41

4 Airtel as main contact number 42

5 Satisfied with Call rates of Airtel then Others 43

6 3g/4g pack do you prefer 44

7 Satisfied with speed of 4g 45

8 Your monthly usage 46

9 Customer care Relationship management in 47-50

11 Why you choose Airtel service provider 52

12 Do you call at customer service 53

13 Rate the services are they Value for money 54

14 Bundle First Recharge would you prefer 55

15 Overall experience with Airtel products 56

The main objective of this research study is to study the Customer

1.1 Background of the Study

1. About the Indian Telecom Industry

KLS’S, INSTITUTE OF MANAGEMENT EDUCATION & RESEARCH, BELAGAVI. 1

Background of the Topic

Customer satisfaction is a term frequently used in marketing, it is a measure of how

KLS’S, INSTITUTE OF MANAGEMENT EDUCATION & RESEARCH, BELAGAVI. 2

a key element of business strategy. Therefore, it is essential for businesses to effectively

The definition of customer satisfaction has been widely debated as organizations

KLS’S, INSTITUTE OF MANAGEMENT EDUCATION & RESEARCH, BELAGAVI. 3

Some definitions are based on the observation that customer satisfaction or

Customer satisfaction depends on the product’s performance relative to a buyer’s

KLS’S, INSTITUTE OF MANAGEMENT EDUCATION & RESEARCH, BELAGAVI. 4

In general, customer satisfaction with auto insurance providers decreased significantly,