INTRODUCTION

CUSTOMER SATISFACTION

IMPORTANCE OF THE CUSTOMER SATISFACTION Companys primary task is to crate customers But todays customers face a vast array of product and brand choices, prices and suppliers. How do customers make their choices. We believe that customers estimate which offer will deliver the most value. Customers are value- maximizes, within the bounds of search costs and limited knowledge, mobility, and income. They form and expectation of value and act on it. Then they learn whether the offer lived up to the value expectation and this affects their satisfaction and their repurchase probability. CUSTOMER VALUE: Customer delivered value is the difference between total customer value and total customer cost. And total customer value is the bundle of benefits customers expects from a given product or service.

CUSTOMER SATISFACTION: Satisfaction is the level of a persons felt state resulting from comparing a products performance in relation to the persons expectations. The satisfaction level is a function of the difference between perceived performance and expectations. A customer could experience one of three broad levels of satisfactions. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied, pleased, or delighted. Companies are aiming high because customers who are just satisfied will still find it easy to switch suppliers when a better offer comes along. In one

consumer packaged-goods category, 44% of those reporting satisfaction subsequently switched brands. Those who are highly satisfied are much less ready to switch. One study showed that 75% of Toyota buyers were highly satisfied and about 75% said they intended to buy a Toyota again. The fact is that high satisfaction or delight creates and emotional affinity with the brand, not just a rational preference, and this creates high customer loyalty. The challenge is to create a company culture such that everyone within the company aims to delight the customer. Unisys, the computer company, recently introduced the term customize in its ads, and defined it as follows : To make a company more responsive to its customers and better able to attract new ones. Unisys sees this as a matter of extending informations system capabilities to field locations and other points of customer contact and support. But customizing a company calls for more than providing good information to customer contact employees. The companys staff must be converted to practicing a strong customer orientation. Companys staff must be converted to practicing a strong customer orientation. Anita Roddick, founder of the Body Shop, wisely observes : Our people ( employees) are my first line of customers.

Companies seeking to win to todays markets must track their customers expectations, perceived company performance, and customer satisfaction. They need to monitor this for their competitors as well. Consider the following.

For customer-centered companies, customer satisfaction is both a goal and a marketing tool. Companies that achieve high customer satisfaction ratings make sure that their target market knows it. Although the customer-centered firm seeks to create high customer satisfaction, it is not out to maximize customer satisfaction. First, the company can increase customer satisfaction by lowering its price or increasing its services, but this may result in lower profits. Second, the company might be able to increase its profitability in other ways, such as by improving its manufacturing or investing more in R & D. Third, the company has many stakeholders including employees, dealers, suppliers, and stockholders.

Spending more to increase customer satisfaction would divert funds from increasing the satisfaction of other partners Ultimately, the company must operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering at least acceptable levels of satisfaction to the other stakeholders within the constraints of its total resources. COMPLAINT AND SUGGESTION SYSTEMS: A customer centered organization would make it easy for its customer to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report their like and dislikes. A hospital could place suggestion boxes in the corridors, supply comment bikes ads to existing patients, and hire a patient advocate to handle patient grievances. Some customer-centered companies- P & G, general Electric, Whirlpool-establish customer hot lines to maximize the ease with which customers can inquire, make suggestions or complain.

CUSTOMER SATISFACTION SURVEYS: A company must not conclude that it can get a full picture of customer satisfaction and is satisfaction by simply running a complaint and suggestion system. Studies show that customers are dissatisfied with one out of every four purchases and less than 5% of dissatisfied customers will complain. Customers may feel that their complaints are minor, or that they will be made to feel stupid, or that no remedy will be offered. Most customers will buy less or switch suppliers rather than complain. The result is that the company has needlessly lost customers. GHOST SHOPPING: Another useful way to gather a picture of customer satisfaction is to hire persons to pose as potential buyers to report their findings on strong and weak points they experienced in buying the companys and competitors products. These ghost shoppers can even pose certain problems to test whether the companys sales personnel handle the situation well. LOST CUSTOMER ANALYSIS: Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. When IBM losses a customer, they mount a thorough effort to learn where they failed- is their price too high, their service deficient, their products unreliable, and so on. Not only is it important to conduct exist interviews but also to monitor the customer loss rate, which if it is increasing, clearly indicates that the company is failing to satisfy its customers.

SOME CAUTIONS IN MEASURING CUSTOMERS SATISFACTION: When customers rate their satisfaction with an element of the companys performance, say delivery, we need to recognize that customers will vary in how they define good delivery. It could mean early delivery, on-time delivery, order competences, and so on. Yet if the company had to spell our every element in detail, customers would face a huge questionnaire. We must also recognize that two customers can report being highly satisfied for different reasons. One may be easily satisfied most of the time and the other might he hared to pleasure but was pleased on this occasion.

OBSERVATIONS ON CUSTOMER SATISFACTION: Customer satisfaction will be lower in industries where the industry offers a homogeneous product to a heterogeneous market. On the other hand, industries that supply a high- quality homogeneous product to a homogeneous market will register high satisfaction. Customer satisfaction is lower in industries where repeat buyers face high switching costs. They have to buy from the supplier even though their satisfaction is low. Industries which depend upon repeat business generally create a higher level of customer satisfaction. As a company increases its market share, customer satisfaction can fall. This is because more customers with heterogeneous demands are drawn into buying a fairly homogeneous product.

DELIVERING CUSTOMER VALUE AND SATISFACTION: Given the importance of customer value and satisfaction, what does it take to produce and deliver it? To answer this, we need to introduce the concepts of a value chain and value-delivery systems.

VALUE CHAIN: New product realization process: all the activities involved in identifying, researching, developing, and successfully laughing new products with speed, high quality, and target cost attainment. Inventory management process: all the activities involved in developing and managing the right inventory locations of raw materials, semi finished materials, and finished goods so that adequate supplies are available while avoiding the costs of high overstocks. Order-to-remittance process: all the activities involved in receiving orders, approving them, shipping the goods on time, and collecting payment. Customer service process : all the activities involved in receiving orders, approving them, shipping the goods on time, and collecting payment. Customer service process: all the activities involved in making it easy for customers to reach the right parties within the company and receive quick and satisfactory service, answers, and resolutions of problems.

RETAINING CUSTOMERS: Companies are not only seeking to improve their relations with their partners in the supply chain. Today they are intent on developing stronger bonds and loyalty with their ultimate customers. In the past, many alternative suppliers were just as deficient in quality and service, or the market was growing so facts that the company did not worry about fully satisfying its customers. The company could lose 100 customers a week and gain another 100 customers and a consider its sales to be satisfactory. But this is a condition of high customer churn and it involves a higher cost than if the company retained all 100 customers and acquired no new ones. Such a company is operating on a leaky bucket theory of its business, namely that there will always be enough customers to replace the defecting ones. THE NEED FOR CUSTOMER RETENTION: Todays companies are going all out to retain customers. They are struck by the fact that the cost of attracting a new customer may be five times the cost of keeping a current customer happy. Offensive marketing typically costs more than defensive marketing because it requires much effort and cost to induce satisfied customers to switch away from their current suppliers. The global BUSINESS ENVIRONMENT is buzzing with the single most

important issue of building a competitive edge by creating and retaining a larger number of customers than their competitors by offering them the necessary satisfaction through their services. Every organization is therefore seized of the task of establishing and sustaining its growth to the customer who has been rendered unpredictable by competition.

Therefore, every business is engaged in making a continuous effort for achieving customer loyalty, which however, has not been achieved by any one in absolute terms. But the customer is not compromising mood to relax in his pursuit of advantages and to realize value for his money. Organizations are devoting their attention to prove their customer worthiness. In short, it is the total organizations culture and brand equity, which face challenges of other organizations so that there is perennial struggle amongst organization to sustain their existence in the market place. Bharathi Communication, is such organization that is the authorized dealer of Airtel in the city of Hyderabad, and the identification of the customers opinion lurking behind on the dealer service, and has taken its significance. The study is concerned primarily to know the customer opinion towards services offered by Bharathi Communication and find out the basic reasons as to why customers are feeling cognitive dissonance survey research method is adopted to collect primary data from the respondents and due to time constraint only 100 respondents are randomly selected from the city of Hyderabad. A predefined questionnaire is used as an instrument in collecting information from the respondents. Various web sites related to the

Telecommunication industry is used for gathering secondary data. The main findings of the study are, most of the respondent are suggesting the brand Airtel but are dissatisfied with their Services on the factors like

signal and other services provided by the dealer. They are willingly to switch to other brands. Respondents are satisfied with availability of schemes.

The various views from the respondents to improve the service in totality are dealers has to run some HRD and technical programs for the staff to develop soft skill and upgrade their technical skill sets according to the requirements. Dealers have to frame strategies to target the employees. The dealer has to work as the ambassador of Airtel. The questionnaire used for collection of the data is predefined

questionnaire, so the intentions of respondents might not be clear. The study being restricted only to the city of Hyderabad and the views drawn out of the study may not be applied to all the geographical areas. All the views of the respondents cannot be drawn descriptively so the views which arose from majority of the respondents are considered.

OBJECTIVE OF THE STUDY To study about the customer satisfaction with regard to airtel brand. To study the opinion of customer regarding the availability of signals. To study the opinion of the owner regarding its Recharge Denomination and Post paid Schemes offered by the company. To study the effectiveness of advertisements Effect on all Types of airtel Services Like Post Paid,Pre-Paid,GPRS Services Etc. To offer any suggestion to improve sales and performance, if necessary.

NEED OF THE STUDY In modern times the business organizations are adopting new techniques and methods for growth of business. The organizations are giving better services to their customers to face challenges posed by the competitors. For every business, it is necessary, to retain the present customers use regarding the services provided by key organizations like Bharathi Communication Private Limited., which is the authorized dealer of airtel. Some of the major competitors in this area are, India

Reliance,Idea,BSNL,Vodafone , etc hence there is a need for the study.

RESEARCH METHODOLOGY The principal objective of the study is to evaluate the effectiveness of the current customer satisfaction of Airtel. A convenience random sample of 100 customers has been taken to conduct the study. The selected customers were approached in order to administrator a questionnaire- format for customer survey.

SOURCE OF DATA: Data, which is a vital aspect in any research, has been collected through various resources, the sources range from the company to the customers. This has been segregated under two heads.

PRIMARY SOURCE OF DATA : Primary source of data is the data which needs the personal efforts of collecting and which are not readily available. Primary data is the first hand information, which has been collected directly from the customers.

FOLLOWING ARE FEW WAYS IN WHICH THE DATA WAS COLLECTED: 1) Questionnaires: its set of questions on a sheet of paper was being given to the Respondents to fill it. 2) Direct interviewing: direct interviewing involved the process where questions are asked directly to the customers and got the feed back.

SECONDARY DATA: The secondary data are an integral part of any research study or a research report as it provides information on key variables, which pay major part in the actual research the data cannot be obtained in person with in a short span of project life. Thus, sources of secondary data collected include. The internet, which is a source of information of any issue. Various business journals, magazines and newspapers. Data provided by the company.

SAMPLE SIZE: By using convenient random sampling technique, 100 customers of Airtel users are selected for the purpose of the study. Direct questionnaire is used to survey the customer.

LIMITATION OF THE STUDY The study is restricted in scope to owing the following limitations. Due to constraint of time, city of hyderabad is alone selected and so it cannot claim to be a comprehensive study of the population. The sample size is restricted to 100 respondents. The date is obtained through a structured questionnaire and it has its own limitations in its analysis and interpretations. Some respondents did not provide the requisite information pertaining to the questionnaire.

CHAPTER II

Review of Literature

HISTORY OF CELL PHONES

CELLULAR PHONE A type of wireless communication that is most familiar to mobile phones users. It's called 'cellular' because the system uses many base stations to divide a service area into multiple 'cells'. Cellular calls are transferred from base station to base station as a user travels from cell to cell. The basic concept of cellular phones began in 1947, when researchers looked at crude mobile (car) phones and realized that by using small cells (range of service area) with frequency reuse they could increase the traffic capacity of mobile phones substantially. However at that time, the technology to do so was nonexistent. A cell phone is a type of two-way radio. In 1947, AT&T proposed that the FCC (Federal Communication Commission) allocate a large number of radiospectrum frequencies so that widespread mobile telephone service would become feasible and AT&T would have a incentive to research the new technology. But there was a gap between the initial concept of cellular service and its availability to the public. The FCC decided to limit the amount of frequencies available in 1947, the limits made only twenty-three phone conversations possible simultaneously in the same service area - not a market incentive for research. The FCC reconsidered its position in 1968, stating "if the technology to build a better mobile service works, we will increase the frequencies allocation, freeing the airwaves for more mobile phones." AT&T and Bell Labs proposed a cellular system to the FCC of many small, low-powered, broadcast towers, each covering a 'cell' a few miles in radius and collectively covering a larger area. Each tower would use only a few of the total frequencies allocated to the system. As the phones traveled across the area, calls would be passed from tower to tower.

INDIVIDUAL INVENTORS & MOBILE PHONE PATENTS Radio Telephone System Inventors: Martin Cooper, Richard W. Dronsuth, ; Albert J. Mikulski, Charles N. Lynk Jr., James J. Mikulski, John F. Mitchell, Roy A. Richardson, John H. Sangster Dr Martin Cooper, a former general manager for the systems division at Motorola, is considered the inventor of the first modern portable handset. Cooper made the first call on a portable cell phone in April 1973. He made the call to his rival, Joel Engel, Bell Labs head of research. Bell Laboratories introduced the idea of cellular communications in 1947 with the police car technology. However, Motorola was the first to incorporate the technology into portable device that was designed for outside of a automobile use. Cooper and his co-inventors are listed above. By 1977, AT&T and Bell Labs had constructed a prototype cellular system. A year later, public trials of the new system were started in Chicago with over 2000 trial customers. In 1979, in a separate venture, the first commercial cellular telephone system began operation in Tokyo. In 1981, Motorola and American Radio telephone started a second U.S. cellular radiotelephone system test in the Washington/Baltimore area. By 1982, the slowmoving FCC finally authorized commercial cellular service for the USA. A year later, the first American commercial analog cellular service or AMPS (Advanced Mobile Phone Service) was made available in Chicago by Ameritech. Despite the incredible demand, it took cellular phone service 37 years to become commercially available in the United States. Consumer demand quickly outstripped the 1982 system standards. By 1987, cellular telephone subscribers exceeded one million and the airways were crowded. Three ways of improving services existed:

One - increase frequencies allocation Two - split existing cells

The FCC did not want to handout any more bandwidth, and building/splitting cells would have been expensive and would have added bulk to the network. To stimulate the growth of new technology, the FCC declared in 1987 that cellular licensees could employ alternative cellular technologies in the 800 MHz band. The cellular industry began to research new transmission technology as an alternative.

WIRELESS PCS TECHNOLOGY PCS (Personal Communication Services): Used to describe a newer class of wireless communications services recently authorized by the FCC. PCS systems use a different radio frequency, the 1.9 GHz band, than cellular phones and generally use all-digital technology for transmission and reception. After the Federal Communications Commission (FCC) declared in 1987 that cellular licensees could employ alternative cellular technologies in the 800 MHz band, the cellular industry began to research new transmission technology as an alternative to AMPS (Advanced Mobile Phone Service) that had been the industry standard since 1978. In 1988, the (CTIA) was established to work with the cellular service operators and researchers to identify new technology requirements and set goals. They wanted the new products and services introduced by 1991, a 1000% percent increase in system capacity with both AMPS (analog) and digital capability during transmission, and new data features such as fax and messaging services.

The (TIA) created a standard specification based on the requirements the CTIA had recommended. The TDMA Interim Standard 54 or TDMA IS-54 was released in early 1991. The technology was tested that same year in Dallas and Sweden. In 1994, the FCC announced it was allocating spectrum specifically for PCS technologies at the 1900 MHz band. Three major standards have been released since 1991. All of these new digital wireless standards are currently being used in PCS.

WIRELESS STANDARDS Analog Service: A method of modulating radio signals so that they can carry information such as voice or data. Analog cellular phones work like a FM radio. The receiver and transmitter are tuned to the same frequency, and the voice transmitted is varied within a small band to create a pattern that the receiver reconstructs, amplifies and sends to a speaker. The drawback of analog is the limitation on the number of channels that can be used. Digital Service: A method of encoding information using a binary code of 0s and 1s. Most newer wireless phones and networks use digital technology. In digital, the analog voice signal is converted into binary code and transmitted as a series of on and off transmissions. One of digital's drawbacks is that there are three digital wireless technologies, CDMA, TDMA and GSM. Phones that work with one technology may not work on another. Time Division Multiple Access (TDMA) is an update to TDMA IS-54, also called Digital AMPS or D-AMPS. Released in 1994, TDMA IS-136 uses the frequency bands available to the wireless network and divides them into time slots with each phone user having access to one time slot at regular intervals. TDMA IS-136 exists in North America at both the 800 MHz and 1900 MHz bands. Major US carriers using TDMA are AT&T Wireless Services, Bell South and Southwestern Bell. CDMA IS-95 (Code Division Multiple Access) is based on a form of spread spectrum technology that separates voice signals by assigning them digital codes within the same broad spectrum. CDMA type technology dates back to the 1940s, when spread spectrum technology was used in military communications systems because it was resistant to interference from enemy signals. The corporation began developing a CDMA wireless system in the late 1980s that was accepted as a standard in 1993 and went into operation by 1996. CDMA also exists at both the 800 MHz and 1900 MHz bands. The major US

carriers using CDMA are Air Touch, Bell Atlantic/Nynex, GTE, Primeco and Sprint PCS.

GSM (Global System for Mobile Communications) is based on a improved version of TDMA technology. In 1982, the Conference of European Posts and Telecommunications (CEPT) began the process of creating a digital cellular standard that would allow users to roam from country to country in Europe. By 1987, the GSM standard was created based on a hybrid of FDMA (analog) and TDMA (digital) technologies. GSM engineers decided to use wider 200 kHz channels instead of the 30 kHz channels that TDMA used, and instead of having only 3 slots like TDMA, GSM channels had 8 slots. This allowed for fast bit rates and more natural-sounding voice-compression algorithms. GSM is currently the only one of the three technologies that provide data services such as email, fax, internet browsing, and intranet/LAN wireless access, and it's also the only service that permits users to place a call from either North America or Europe. The GSM standard was accepted in the United States in 1995. GSM-1900 cellular systems have been operating in the US since 1996, with the first network being in the Washington, D.C. area. Major carriers of GSM 1900 include Omnipoint, Pacific Bell, BellSouth, Sprint Spectrum, Microcell, Western Wireless, Powertel and Aerial.

CHAPTER III

INDUSTRY PROFILE

VARIOUS SERVICE PROVIDERS IN INDIA

Aircel Limited
Aircel Limited is the Cellular Operator in Tamil Nadu Cellular Circle (Tamil Nadu except Chennai and including Pondicherry). Promoters: Aircel Limited is a part of the Sterling Infotech Group founded by Mr. C. Sivasankaran. The Sterling Group has been in operation for over 2 decades and is promoting the cause of stable business opportunities catering to a need-based society thus contributing significantly to the quality of life for people across the country. Tracing its roots back to the early 80s, the Sterling Group revolutionized the then infantile PC Market with the launch of a series of Siva PCs. The Sterling Group Companies include Dishnet DSL Limited, one of the leading Internet Service Provider in the country and the only ISP provider offering Digital subscriber line in the country. Sterling Agro Products Processing Pvt. Limited, a leading exports of gherkins and Fresh & Honest Cafe Limited, engaged in export of coffee beans and distribution of coffee vending machines. Technology partners: The Technology partners of Aircel are Ericsson who provide the Mobile Switching Centers and Base Stations & Fujitsu who provide the MW Backbone. Aircel has a network of more than 100 exclusive agents across Tamil Nadu. Launch of services: Aircel launched its operations in April 1999.

Aircel Digilink India Limited

Aircel Digilink India Limited, provides cellular services in the circles of Haryana, Rajasthan and UP (East) under the brand name "Essar".
Promoters: The Essar Group is one of India's leading business conglomerates, with an asset base of over US$ 4 billion (Rs. 170 billion). The Group is committed to the development of core sector and infrastructure businesses in India and abroad. Essar Group is actively involved in five principal businesses viz., Steel, Shipping, Oil & Gas, Power and Telecommunications. Each of Essar's businesses has been carefully synergised with the others to form one single integrated whole.

Technology Partners: The company uses world-renowned technology from Siemens in building and operating its North Indian Network. ADIL offers a basket of GSM Phase I and Phase II features. It offers voice, fax, data and other facilities. Launch of Services: Aircel Digilink India Limited (ADIL), was incorporated in March 1995 and was subsequently inducted into the Essar group in 1996. UP (East): ADIL launched its UP (East) services in May 1997. Haryana: ADIL's services in Haryana commenced in June 1997. Rajasthan: ADIL's services in Rajasthan were started in December 1996. Pre-paid Services: The Company launched its pre-paid services under the brand-name "Tring"

Bharti Cellular Limited

Bharti Cellular Limited is the cellular licensee for the Delhi (Metro), Mumbai (Metro), UP(W), Haryana, Maharashtra, Tamil Nadu, Kerala, MP The company offers services under the brand name "AirTel". Technology Partners: AirTel has been immeasurably strengthened by its partnership with British Telecom U.K. and Telecom Italia of Italy. AirTel services are in technical alliance with Ericsson, has provided AirTel subscribers with a truly world class network. Bharti Mobile Limited
Bharti Mobile Limited offers services in Andhra Pradesh, Karnataka and Punjab under the brand name "Airtel"

Promoters: Bharti Mobile Limited, a joint venture of Bharti Enterprises and Telia. Technology Partners: AirTel comes to you from Bharti Mobile Ltd. A consortium of giants in the telecommunication business - British Telecom UK, Tecc3300 Italy, and Bharti Enterprises India. The Bharti Enterprises, established in 1976, is today a multifaceted organisation and a leading group involved in the manufacturing and the services sector. Its key focus is on the marketing and operations of a comprehensive range of telecom services in addition to the Healthcare sector. Launch of Services:Karnataka: AirTel launched it's services in Karnataka on May 13,2000. The services in Punjab started in February 2002. AirTel is brought by Bharti Enterprises, India's leading telecom

conglomerate, through its company, Bharti Mobile Limited. Bharti Enterprises has revolutionized Indian telecommunications with its world-class products and services.

Pre-paid Card: The pre-paid card "Magic" is a nation wide brand. Bharti Mobinet Limited
Service Area: Chennai (Metro) Brand Name: Air Tel

Bharti Mobitel Limited

Service Area: Kolkata (Metro) Brand Name: Air Tel

Bharti Mobitel is the cellular licensee for the Kolkata Metro. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA.
Pre-paid Services: The company operates its pre-paid service under the brand name "Magic".

Bharti Telenet Limited

Service Area : Himachal Pradesh Brand Name: Air Tel

BPL Cellular Limited BPL Cellular Limited (BCL) is the licensee to provide cellular mobile services in the States of Maharashtra (excluding Mumbai but including Goa), Tamil Nadu (excluding Chennai but including Pondicherry) and Kerala. The company offers services under the brand name BPL Mobile. Promoters: BPL Cellular Ltd. is a joint venture between, BPL, India's No.1 Consumer durable giant and AT&T Broadband. Technology Partners: A reliable and world-class quality network supported by world's leading technology vendors like NOKIA, MOTOROLA and LHS. Reliability ensured through 3700 km. Of Digital Microwave backbone across the 5 states using the latest SDH technology and sound clarity with EFR technology. The company has inhouse technical expertise in RF planning and initially used the tool Planet, licensed from Mobile Systems International (MSI), to plan the KR engineering and network design for each of the circles. Launch of Services: The company commenced services in January 1997 in Pune, Maharashtra. Since its first year of operations, the company has been offering a wide range of products and services.
Prepaid Services: The company's prepaid service is marketed under the brand name "BPL Mobile On The Spot" (commonly referred to as 'MOTS').

BPL Mobile Communications

BPL Mobile is the cellular service provider for the metropolitan city of Mumbai, New Mumbai & Kalyan Telecom Circles and offers services under the brand of BPL Mobile. Promoters: BPL Mobile is a joint venture between the BPL Group and France Telecom. The BPL Group is widely regarded as a successful, dynamic business house with more than two decades of successful consumer marketing expertise. It occupies the top slot in terms of market share in all its areas of operation. The Group has five focus areas: telecom, consumer electronics, home appliances, components and power. In telecom, the BPL Telecom Business Group (TBG) has over three decades of expertise in manufacturing, designing and marketing telecom and IT products and solutions. Infrastructure Vendors: Siemens, Motorola and Nokia Foreign Partners: France Telecom Launch of Services: The company commercially launched its services on October 2, 1995.
Pre-paid Services: BPL Mobile's prepaid services are marketed under the brand name " MOTS" - Mobile on the Spot.

BBharat Sanchar Nigam Limited (BSNL) On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India and its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. Responsibilities that BSNL has managed to shoulder remarkably, deftly. Today with a 43million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and nearly 3,55,632 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNLs standing:
Telecom Circles Andaman & Nicobar Telecom Circle Andhra Pradesh Telecom Circle Assam Telecom Circle Bihar Telecom Circle Chattisgarh Telecom Circle Gujarat Telecom Circle Haryana Telecom Circle Himachalpradesh Telecom Circle Jammu & Kashmir Telecom Circle Jharkhand Telecom Circle Kerala Telecom Circle Metro Districts Kolkata Chennai Project Circles Eastern Telecom Project Circle Western Telecom Project Circle Northern Telecom Project Circle Southern Telecom Project Circle IT Project Circle, Pune Maintenance Regions Eastern Telecom Maintenance Region Western Telecom Maintenance Region Madhya pradesh Telecom Circle Northern Telecom Maintenance

Region Maharashtra Telecom Circle Southern Telecom Maintenance Region North East-1 Telecom Circle North East-11 Telecom Circle Orissa Telecom Circle Specialized Telecom Units Date Networks National Centre for Electronic Switching Punjab Telecom Circle Rajasthan Telecom Circle Tamil Nadu Telecom Circle UP (East) Telecom Circle UP (West) Telecom Circle Uttaranchal Telecom Circle West Bengal Telecom Circle Training Institutions Advanced Level Telecom Training Centre B.R. Ambedkar Institute of Telecom Training National Academy of Telecom Finance and Management Regional Telecom Training Centers Telecom Electrical Wing Railway Electrificatiion Poject Technical & Development Circle Quality Assurance Production Units Telecom Factory, Mumbai Telecom Factory, Jabalpur Telecom Factory, Richhai Telecom Factory, Kolkata Other Units Telecom Stores

Escotel Mobile Communications: Escotel Mobile Communications operates cellular phone services in state circles of Uttar Pradesh (West), Haryana and Kerala. The company offers cellular services under the brand name of Escotel. Promoters: Escotel Mobile Communications is a joint venture company between Escorts

Limited and the First Pacific Company Limited of Hong Kong. Escorts Limited has 51 per cent equity stake in Escotel, while First Pacific holds 49 per cent.

First Pacific Company Limited with a market capitalization of $2 billion and a turnover of $2.9 billion is a global corporation that operates in 20 countries. It has interests in telecommunication, banking, real estate and marketing. The company employs over 50,000 people worldwide. First Pacific has been a pioneer in bringing digital cellular technology in Hong Kong and now operates the biggest and fastest growing telecom business in Philippines. Escorts Limited is the flagship company of the Rs. 34 billion Escorts Group. The Escorts Group is a diversified conglomerate with agri-machinery, biwheelers, earth-moving equipment, financial services, health services, auto components, telecommunication equipment and services as its focus areas. It has modern manufacturing facilities and an extensive marketing network spread nationwide. Technology Partners: The technology partners of Escotel are Lucent Technologies (formerly Bell Labs) & Sema Group Telecom, UK Launch of Services: Escotel commenced operations in December 1996/ January 1997 and was the first to launch its service in all the three circles. Pre-paid Services: The Pre-paid card in Kerala is known as Let's Talk and it is called V-Tel in UP (W) and Haryana. Hexacom India Limited Hexacom India Ltd. is the cellular licensee of Rajasthan and operates under the brand name "Oasis Cellular"

Promoters: Hexacom India Ltd. has been promoterd by a consortium of Telecom majors including Shyam Telecom Limited (STL), Telecommunications Consultants India Limited (TCIL) and Telesystems International Wireless (TIW), Canada. TCIL is a public sector unit under the Ministry of Communications. One of the leading telecom companies, it is the only Government agency to have a presence in the cellular market. TCIL has projects in over 30 countries. Shyam Telecom Limited is an ISO 9001 company and one of the largest suppliers of radio, microwave and other telecom equipments in India, with established research and development expertise and a strong export arm. STL is the licensee to provide basic telecom services in Rajasthan and it is all set to start operations with the brand name "Tele Links".
Foreign Partner:

The principle foreign partner in the consortium, TIW is the international arm of Telesystem Limited, Canada's largest telecom organisation in the private sector. TIW is dedicated to wireless operations, basic services and is a specialist in high growth markets. TIW is also a leading provider of trunked mobile radio services in France and the UK, as well as paging services in Mexico and the Netherlands.

IDEA Cellular Limited IDEA Cellular Limited, formally known as Birla Tata AT&T Communication Limited is the cellular operator in the circles Maharashtra, Gujarat, Andhra Pradesh, Madhya Pradesh and Delhi (Metro) under the brand name "IDEA". Technology Partners:

Technologically Birla AT&T Communication Limited has adopted the superior CME-20 system architecture from Ericsson one of the largest manufacturers of GSM equipment in the world. Launch of Services: The cellular service was launched in the Gujarat circle in January 1997 and in the Maharashtra Circle (excluding Mumbai, including Goa) in March 1997. Established in 1947, the Aditya Birla Group is on of the leading business houses in India. The Group has its presence across various sectors including cement, viscose staple fibre, engineering, textiles, power, telecommunication, industrial chemicals, petroleum and financial services. AT&T is the largest telecommunication company in the world offering a complete range of communication services. AT&T started its operations in 1885 and is present in over 200 countries. In the United States its parent country, AT&T Corp. is a leading long distance carrier, wireless operator and provider of video data and Internet services. Pre-paid card: The Idea Cellular Pre-paid Card is called as "Idea Chitchat".

Mahanagar Telephone Nigam Limited

The company is the cellular licensee of the Delhi (Metro) and Mumbai (Metro) under the brand name "Dolphin". Launch of services: The Company launched its services on February 2001 in both the Delhi and Mumbai metros. Pre-paid Services: The pre-paid card is called "Trump".

Reliance Telecom Limited

Reliance Telecom limited is the Cellular Services Operator in seven circles Bihar, Orissa, Madhya Pradesh, Himachal Pradesh, West Bengal, Assam and North-East. The licence area includes 13 states covering more than 35 % of India's landmass and 33 % of India's population. The company offers its services under the brand name of Reliance Mobile. Promoters: Reliance Telecom limited has been promoted by India's largest private sector company, Reliance Industries limited with a minority equity participation by Bell Atlantic - Nynex Inc. Reliance Telecom's major coverage lies in the eastern region of the country, where there is an opportunity to supplement the existing fixed line network which has remained underdeveloped due to historical reasons. Reliance Telecom has been successful in a short span of time in setting up network and providing cellular services across seven Circles.
Technology Partners:

The MSCs for Reliance Mobile have been supplied by Ericsson , BSC/ BTS by Motorola and the Billing System by Siemens Nixdorf. Reliance Telecom Limited offers services such as post-paid service, prepaid card, voice mail, roaming and inter - city cellular service. With networks covering six contiguous circles in Central and Eastern India. RPG Cellular Services Limited RPG Cellular is the cellular licensee for the Chennai Metro and operates under the brand name "RPG Cellular". Promoters: The RPG Group has promoted RPG Cellular Services Ltd (RCSL) in association with two of the largest GSM cellular operators in the world - AirTouch Communications Inc., U.S.A. and Vodafone Group Plc., U.K.

AirTouch is one of the world's largest wireless communication companies with global interests in cellular, paging and personal communications services. The Company is the largest cellular service operator in the world with over 17 million subscribers. Vodafone is a leading global provider of mobile telecommunications services in U.K. and Australia and several other countries across Europe and Asia and has over 10 million customers worldwide. The Company also has participation in the Globalstar Satellite Communication System.

CHAPTER IV

COMPANY PROFILE

INTRODUCTION
"As we spread wings to expand our capabilities and explore new horizons, the fundamental focus remains unchanged: seek out the best technology in the world and put it at the service of our ultimate user: our customer."

Sunil

Bharti

Mittal

(Group

Chairman

and

Managing

Director)

Bharti Enterprises has been at the forefront of technology and has revolutionised telecommunications with its world-class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. As of October 31, 2004, Bharti had approximately 9.83 million total customers nearly 9.06 million mobile and 776,000 fixed line customers. Its services sector businesses include mobile operations in Andhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkata, Madhya Pradesh circle, Maharashtra circle, Mumbai, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh (East) circle, Uttar Pradesh (West) circle and Jammu & Kashmir. In addition, it also has a fixed-line operations in the states of Madhya Pradesh and Chattisgarh, Haryana, Delhi, Karnataka and Tamil Nadu and nationwide broadband and long distance networks. Bharti has recently launched national long distance services by offering data transmission services and voice transmission services for calls originating and terminating on most of India's mobile networks. The Company is also implementing a submarine cable project connecting ChennaiSingapore for providing international bandwidth.

1.Group overview

2. Group structure

Introduction
Bharti Teletech, the manufacturing arm of Bharti Enterprises, with an installed capacity of 5 million telephone sets per annum, is India's leading manufacturer of high quality telephones. Today Bharti Teletech is the major PTT supplier in South Asia. It has ISO 9002 accreditation and also an OEM for Sprint Corporation and Siemens. It's range of products marketed under the brand name Beetel constitute a 30% market share in India thereby making it the market leader in the domestic market. Bharti Teletech has also found a growing market in Russia, Singapore, Sri Lanka, Romania, Bahrain, Qatar, Jordan, Dubai, Yemen, Oman, Uganda, Nigeria, Tanzania, Seychelles, Zimbabwe, South Africa and USA.

Services Accomplishments

Connecting India - Growing Presence

1999 Number of Mobile Circles Number of Fixed-Line Circles Population covered in our licensed area (%) Area covered in our licensed areas (%) Wireless Coverage Area(% of Mobile 2 1 2% 2% 16%

Pre-4th Licence 5 1 16% 16% 38%

Post-4th Licence 19 6 58% 56% 96%

Customers covered)

The largest private sector integrated telecommunications services group in India in terms of the number of customers. Largest Mobile footprint in India, covering 18 of the 23 licensed areas. Proven track record of managing growth - both organic as well as by way of acquisitions. First and largest private telecommunications services company offering fixed-line services in India. Existing foreign shareholders have acquired direct and indirect equity interests in the Company for a total consideration exceeding US$1 billion. First private telecommunications company to launch long distance services.

First off the block to launch fixed-line services in all the four circles of Delhi, Haryana, Karnataka and Tamil Nadu.

CORPORATE STRUCTURE

Management Structure

The group has been structured to create functional and operational specialisation with a linear vision of business lines and functional areas. The Company is headed by Chairman and Group Managing Director- Sunil Bharti Mittal who is assisted by two Joint Managing Directors- Akhil Gupta and Rajan Bharti Mittal. The Company also has two Presidents- President Mobile Services and President Infotel Services, this responsibility includes Fixed-line, Long Distance and Broadband Services. The Presidents report to the Group Chairman and Managing Director. The head of units and SBUs report to the respective business's President. An apex team of Corporate Directors has been constituted. The corporate directors have supervisory and strategic responsibilities for functional areas across business lines. The directors oversee functional areas including Business Development, Human Resources, Marketing, Corporate Communication, IT & Technology, Finance, Legal, Corporate Affairs, Corporate Strategy & Planning and Supervisory Director cum Chief Mentor - mobility.

The organisation structure is designed to ensure that identical businesses are run along similar lines and best resources in any functional field, be tapped to serve the best interests of the entire group. The structure also defines the role of the Head of the units who are totally empowered to manage their respective companies and are fully responsible for business operations to build world-class organizations with a high degree of customer focus.
BOARD OF DIRECTORS MR. SUNIL BHARTI MITTAL MR. RAKESH BHARTI MITTAL MR. RAJAN BHARTI MITTAL

Footprint

Mobile Division Overview

Bharti Tele-Ventures vision for its mobile business is To make mobile communications a way of life and be the customers first choice. The mission is to meet the mobile communication needs of the customer through 1) error free service 2) Innovative products and services and 3) cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst the mobile service providers in India. The Indian mobile market, according to the COAI, has increased from approximately 1.2 million subscribers as of March 31, 1999 to approximately 34.77 million subscribers as of October 31, 2004. Despite this rapid growth, the mobile penetration rate in India, at approximately 3.4% as of October 31, 2004, is significantly lower than the average mobile penetration rate in other Asian and international markets.

The number of mobile subscribers in India is expected to show rapid growth over the next four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner. Bharti Tele-Ventures 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. Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in all the twenty-three telecom circles in India. It proposes to consolidate all its subsidiaries providing mobile services under Bharti Cellular Limited. As of October 31, 2004, approximately 96% of India's total mobile subscriber market resided in the Company's nineteen mobile circles, which collectively covered only 56% of India's land mass. Mobile Footprint The map below depicts the location of, and provides certain information for, Bharti Tele-Ventures' existing mobile circles in India:

Source: (1) Population estimates are as per National Census, 2001 and are as of March 1, 2001. The population for Uttar Pradesh (West) circle is approximately 37% of the total population for the state of Uttar Pradesh. (2) Wireless subscriber statistics are as of Oct 31, 2004 and are based on data released by COAI. Wireless market size comprises the total number of wireless subscribers of all the service providers in a circle. (3) Demographics of Maharashtra and Tamil Nadu do not include demographics of state capitals (metros) Mumbai and Chennai respectively. (4) Demographics of Haryana does not include Faridabad & Gurgaon as they are included in Delhi & NCR. Similarly demographics of Uttar Pradesh (West) & Uttaranchal does not include Noida & Ghaziabad as they are included in Delhi NCR. The significant growth in the Company's mobile business has been through a combination of organic growth and acquisitions of additional licenses and has been summarized below. The information given below is for the total market and is not representative of our market share or network coverage.
As of Oct 31, 2004 2004(4) 23 34.77 33.40

As of March 31, 1999 2000 2001

(1) (2) (3)

Number of Mobile licenses held by us Total mobile subscribers in India (in millions) Market mobile subscribers in our license areas (5) (in millions)

1.12 1.88 3.58 0.21 0.57 1.28

Percentage of market mobile subscribers to total mobile 96% subscribers in India 18% 30% 36%

Introduction

Bharti Telesoft, the telecom and e-commerce venture of Bharti Enterprises , India has maintained a very close track on technology and new services to help its customers and partners thrive on change. Bharti Telesoft is an Indian software company with a clear distinction. As part of India's largest telecom group, it is uniquely able to harness rich domain experience to the customer's benefit. Instead of being an IT company providing telecom solutions, we pride ourselves in being just the opposite! Bharti Telesoft is fast on the way to attaining a position of leadership in the IT world, through its clear focus on telecom, backed by rich domain expertise. The company has one of the best development facilities in the country, and has offices in India, United States and United Kingdom. Bharti Healthcare

The corporate ethos of providing the best to our customers carries extra relevance when it comes to healthcare products. One sector where quality implies the saving of lives and the promotion of healthy living. Offering quality support to the pharmaceutical industry, Bharti Healthcare has been engaged in the manufacture of empty hard Gelatine capsules since 1982.

ABOUT AIRTEL
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. 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 15 states covering all four metros. It has over four million satisfied customers. So come explore the making of the brand which touches the lives of 600 million people across 16 states of India. From the meaning of our logo to downloadable goodies for your computer, it's all here BRAND&ADVERTISING:For a brand to be successful, it must build enduring relationships with its different audiences. Integral to this relationship is the visual image of the brand the consumer carries in his/her mind. The Airtel brand image is created through the consistent application of a carefully developed visual identity, which helps Airtel distinguish itself in a cluttered market. Airtel's visual identity helps create instant brand recall and strengthens the relationships that its audiences have with it. The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. The most important of these are: The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn wordmark. The Airtel Image style It incorporates two solid, red rectangular forms whose counterform creates an open doorway. The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation.. The words 'Express Yourself' are very much part of the brand identity. The Airtel Colour Palette The lettering is grey so that the pure black of Airtel is visually unharmed.
DESKTOP DOWNLOADS:-

Here's some cool downloads to liven up your desktop. Go ahead... Express Yourself.

THEORITICAL PERSPECTIVES OF THE STUDY

CUSTOMER SATISFACTION

Satisfaction is a persons feeling of pleasure or disappointment resulting from comparin A product is perceived performance (outcome) in relation to his or her expectations. expectations, exceeds the expectations, the customers are highly satisfied (or) delighted. Many companies are aiming for high satisfaction because customers who are just satisfied are still find it easy to switch when a better offer comes along, those who are highly satisfied are much less ready to switch. High Satisfaction or delight creates an emotional affinity with the brand, not just a rational performance. The result is high customer loyalty.

As this definition makes clear, satisfaction is a function of perceived performance a

if the performance falls short of expectations, the customer is dissatisfied, if the performance

How do buyers from their expectations? Their expectations are influenced by there past buying experience, friends and associates advice and marketers and competitors information and promises. Some of the most successful companies are raising expectations and delivering performance to match. These companies are aiming for Total Customer Satisfaction (TCS). The challenges for implementing TCS are to create a company culture in which every one with in the company aims to delight the customers.

CUSTOMER VALUE AND SATISFACTION

Customer delivered value is the difference between total customer value and total customer or service. Total customer cost is the bundle of costs customers expect to incur in evaluation, obtaining, using and disposing. Michael Parter of Harvard proposed the generic value chain as a tool for identifying ways to create more customer value. Every firm is the collection of activities that are performed to design, produce market, deliver and support its product. The value chain identifies nine strategically relevant activities that create value and lost in business. This nine creating activities, which consists of five primary activities and four supporting activities.

cost. Total customer value is the bundle of benefits customers expected form a given produc

The primary activities present the sequence of bringing materials into business (inbound logistics), covering them into final products (operations), shipping out the final products (outbound logistics), marketing them (marketing and sales) and serving them (service). The support activities are procurement, technology development; human resource management and firm infrastructure are handled in certain specialized departments.

Customer Delivered value

Total customer Cost

Monetary Cost

Total customer Value

Product Value

Service Value

Time Cost Energy Cost

Personnel Value

Image Value

Psychic Cost

THEORY AND CONCEPTS OF CUSTOMER SATISFACTION

Businesses survive because they have customers who are willing to buy their products or services. However, many businesses fails to checkin 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 retentions a firm can raise its profitability customers spend salary at first, but with succeeding years of good experience, they will spend increasingly more. 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. Todays 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 horses 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 SATISFACTION MEASUREMENT: A basic and effective base line customer satisfaction survey program should focus on factors and dimensions of the business as defined by the customers: For example: Service Promptness Courtesy of Staff Responsiveness Understanding of the customer problem, etc. The findings of the company performance should be analyzed both with all customers and by key segments of the customer population. The essential starting point for Customer Satisfaction Measurement (CMS) is exploratory research. Since satisfaction is about an organizations ability. To meet customer requirement one has to start by clarifying with customers exactly what those requirements are. This is done through exploratory research using focus groups or one to one depth interviews. Two main factors determine the accuracy of CMS. The first is the asking the right question and the second is the asking them to the right people sample of customers which accurately reflects the customer base. Three things decide the accuracy of a sample. They are: It must be representative. It must be randomly selected. It must be adequate enough.

measuring customer perceptions of how will the company delivers on the critical succe

DATA ANALYSIS

DATA ANALYSIS & INTERPRETATION

According to the objectives, survey has been undertaken. It has been further analyzed and interpreted with the help of the following tables and graphs. The simple size is 100 persons. In this chapter an attempt has been made to make data analysis with respect to the areas which some of the items have been listed out as; 1) 2) 3) 4) 5) 6) 7) 8) 9) Satisfaction of the subscription Signal of Cell phones Voice Clarity Of Airtel Reasonable price about the Recharge Cards Availability of Recharge Coupons Sales, Service of the Dealer Handling the complaints by the company Satisfaction with exterior of the Post Paid Customers Of Airtel Comfort ability with Signal Of the airtel.

1) How fat you are satisfied with your subscription?

The below table shows the satisfaction of the subscription TABLE 1 Opinion Fully Satisfied Partly Satisfied Not Satisfied Total No.of Respondents 75 15 10 100

80 70 60 50 40 30 20 10 0 Fully Satisfied

CHART - 1

Partly Satisfied

Not Satisfied

t d n p s e R f . o N

Opinion

INTERPRETATION: From the above table of respondents are satisfied with this subscription, 15% respondents are partly satisfied, and 10% of respondents are not satisfied with this subscription. 2) Are you satisfied with the Signal Of Airtel? The below table shows Satisfied Signal Of Airtel TABLE 2 Opinion No.of Respondents

Yes No Total

80 20 100

CHART - 2

20%
Yes No

80%

INTERPRETATION: From the above table show on 80% of respondents says YES and 20 % respondents are says NO.

3) How long you have been using this Airtel? The below table shows on How long have you been using this Airtel TABLE 3 Opinion Less then 3 months Less than 6 months 6 Months to One Year Total No.of Respondents 40 35 25 100

CHART -3
40 40 30 No.of Respondents 20 10 0 Less then 3 months Less than 6 months Opinion 6 Months to One Year 35 25

INTERPRETATION: From the above table shows 40% respondents are using less than 3 months. 35% respondents are using less than 6 months. 25 % respondents are using from 6 months to one year. 4) How do you rate the Airtel? The Below table shows how do you rate Airtel TABLE 4 Opinion Very Good Good Average Bad Total No.of Respondents 60 20 10 10 100

CHART - 4
60 60 40 20 20 0 Very Good Good Average Opinion Bad 10 10

No.of Respondents

INTERPRETATION: From the above table shows 60% respondents are says very good, 20% respondents are says good, 10% respondents are says average and 10% respondents are says bad. 5) Is the price reasonable Recharge Coupons? The Below Table shows the price Reasonable Recharge Coupons ? TABLE 5 Opinion Yes No Total No.of Respondents 60 40 100

CHART - 5

40 60

Yes No

INTERPRETATION: From the above table shows 60% of respondents says Yes, 40% respondents says No. 6) How is the availability of Recharge Coupons? The Below Table Shows on Availability of Recharge Coupons TABLE 6 Opinion Available Some Times Available Not Available Total No.of Respondents 70 20 10 100

CHART -6
70

80 60 40 20

20 10

t d n p s e R f . o N

0 Available Some Times Not Available Available Opinion

INTERPRETATION: From the above table shows 70% respondents are say available, 20% of respondents say some times available, and 10% of respondents are says not available.

7) When did your Cell Phone get into the repair for the first time? The Below Table Show The Cell Phone Get into the Repair for The First Time TABLE 7 Opinion Less than 3 Months Less Than 6 Months No.of Respondents 10 30

Less Than One Year Total

60 100

CHART - 7
60 60 40 20 10 30

t d n p s e R f . o N

0 Less than 3 Less Than 6 Months Months Opinion Less Than One Year

INTERPRETATION: From the above table shows 10% of respondents are say less than three months, 30% of respondents are say less than six months and 60% of respondents say less than one year.

8) How is after sales service of the Airtel? The Below Table Shows The Sales Service of Airtel TABLE 8 Opinion Excellent Very Good Good Bad No.of Respondents 50 30 10 10

Total

100

CHART - 8
50 50 40 30 20 10 0 Excellent Good Opinion Bad 10 10 30

INTERPRETATION: The above table shows on 50% respondents says excellent, 30%

respondents says very good, 10% respondents says good and 10% respondents says bad. 9) Does the sufficient number of Denominations available in your Airtel? The Below Table Shows on Does Sufficient No.of Denominations Available in Your Airtel TABLE 9 Opinion Yes No Total No.of Respondents 80 20 100

t d n p s e R f . o N

CHART - 9

20
Yes No

80

INTERPRETATION: From the above table shows 80% of respondents say yes, 20% of respondents say No.

10) 11)

Who has influenced you to purchase this Airtel Sim The Below Table Shows on Who Influenced Customers to Purchase

this Airtel Sim TABLE 10 Opinion Advertisement Friends Company Executives Other No.of Respondents 30 40 10 20

Total

100

CHART - 10
40 40 20 30 20 10

INTERPRETATION: From the above table shows on 30% respondents are says advertisement, 40% respondents says friends, 10% respondents says company executives, 20% respondents says others.

12)

t d n p s e R f . o N

0 Advertisement Company Executives Opinion

How the company is handling complaints of customers?

The Below Table Shows The Company Handling The Complaints TABLE 11 Opinion Good Average Bad No.of Respondents 70 20 10

Total

100

CHART - 11

10 20 70
Good Average Bad

INTERPRETATION: From the above table shows 70% respondents are say Good, 20% respondents are say Average and 10% respondents are say bad.

13)

What is Customers opinion on Features of the Cell Phones?

The Below Table Shows The Customers Opinion on the Features of The Cell Phones TABLE 12 Opinion Satisfied Not Satisfied Total No.of Respondents 80 20 100

CHART - 12

20
Satisfied Not Satisfied

80

INTERPRETATION: From the above table shows 80% respondents are say satisfied, 20% respondents are say Not Satisfied.

14)

What is your opinion on Airtel Brand?

The Below Table Shows The Customers opinion on Airtel Brand TABLE 13 Opinion Good Average Bad Total No.of Respondents 70 20 10 100

CHART - 13
70 70 60 50 40 30 20 10 0 Good

20 10

t d n p s e R f . o N

Average Opinion

Bad

INTERPRETATION: From the above table shows 70% respondents are say Good, 20% respondents are say Average and 10% respondents are say Bad. 15) The Does the Airtel Subscription need high maintenance? Below Table Shows Does The Airtel Subscription Need High

Maintenance TABLE 14 Opinion Yes No Total No.of Respondents 30 70 100

CHART - 14

30
Yes

70

No

INTERPRETATION: From the above table, it shows that 70% respondents says No and 30% respondents says Two Wheeler need high maintenance. 16) How did you fascinated by Airtel Post Paid Service?

The Below Table Shows How Customers Fascinated by Swift Two Wheeler? TABLE 15 Opinion Rental Free Calls Signal Advertisement Total No.of Respondents 50 30 10 10 100

CHART - 15
50 50 40 No.of Respondents 30 20 10 0 Opinion 10 10 30

INTERPRETATION From the above table shows that 50% respondents says Rental, 30% respondents says Free Calls, 10% respondents says Signal and 10% respondents says advertisement. 17) Does the sales executive presentation satisfied you while

purchasing the Post Paid Connection? 18) The Below Table Shows How Well Sales Executive presentation

satisfied The Customers: TABLE 16 Opinion Yes No Total No.of Respondents 80 20 100

CHART - 16

20
Yes No

80

INTERPRETATION: From the above table, it shows that 80% respondents say yes and 20% respondents say No. 19) Are you satisfied with exterior of the Airtel?

The Below Table Shows The Customer Satisfaction with Exterior of The Airtel

TABLE 17 Opinion Good Average Bad Total No.of Respondents 60 30 10 100

CHART - 17
60 60 50 40 30 20 10 10 0 Good Average Opinion Bad 30

INTERPRETATION: From the above table, it shows that 60% respondents say Good, 30% respondents say Average and 10% respondents say Bad.

20)

Does the Airtel Signal troubles you very often?

The Below Table Shows That Does The Trouble The Customers Often?

t d n p s e R f . o N

TABLE 18 Opinion No Yes No.of Respondents 90 10

Total

CHART - 18

100
10
No Yes

90

INTERPRETATION: From the above table, it shows that 90% respondents says No and 10% respondents says Yes.

21)

Are you comfortable with signal capacity of the Airtel?

The Below Table Shows That Does The Customer Comfortable with Signal Capacity of The Two Airtel ? TABLE 19 Opinion Good Average Bad Total CHART - 19 No.of Respondents 70 20 10 100

10 20
Good Average Bad

70

INTERPRETATION: From the above table, it shows that 70% respondents say Good, 20% respondents says Average and 10% respondents says Bad.

FINDINGS

FINDINGS

1. 75%

of

respondents

are

satisfied

with

this

subscription,

15%

respondents are partly satisfied, and 10% of respondents are not satisfied with this Subscription. 2. 80% of respondents are satisfied and 20% respondents are dissatisfied about the Signal Of Airtel. 3. 40% respondents are using the Airtel since 3 months and 35% respondents are using from 6 months and 25% respondents are using from 6 months to one year. 4. 60% respondents says very good, 20% respondents says good, 10% respondents says average and 10% respondents says bad about the interiors of the Airtel. 5. 60% of respondents says it has reasonable price. 40% respondents says it is not reasonably price. 6. 70% respondents say available, 20% of respondents say some times available, and 10% of respondents not available about availability of Recharge Cards.

7. 10% of respondents say less than three months, 30% of respondents say less than six months and 60% of respondents say less than one year about the repair for the first time. 8. 50% respondents say excellent, 30% respondents say very good, 10% respondents say good and 10% respondents say bad about the sales service of the dealer.

9.

80% of respondents say number of Denominations available in the Airtel, 20% of respondents say number of Denominations are not available .

10.

30% respondents are say advertisement, 40% respondents say

friends, 10% respondents say company executives, 20% respondents say other it influence customer to purchase this Airtel Sims. 11. 70% respondents say good, 20% respondents say average and

10% respondents say bad about the handling of the complaints by the company. 12. 80% respondents are Satisfied, 20% respondents are dissatisfied

about the features of the Cell Phones.

SUGGESTIONS

SUGGESTION Declare has to provide service like Signal adjustments, etc.,

Declare has to take effort to dispatch the Bills quickly in context of satisfying the post paid customers.

Some technical programs are to be conducted by the dealer in order to upgrade the skills of workers and employees.

As some of the respondents are not Happy about the product, dealer has to maintain better relationship with the customers.

Dealer has to work as the brand ambassador of the Airtel in order to retain the potential customers.

Dealer has too introduce some new schemes to attract employees. Advertisement is required for the improvement of sales of post paid Services.

Timely delivery of repaired bills is the major factor, hence the company has to concentrate to give good service. The service stations have to be guided properly in order to see a happy customer.

The cost involved to retain the old customers is less than the cost involved in working the a new customer. Hence, the focus of the company should be more on the existing customers in industrial sector. This can be done by remembering the birthdays of the owners and send a gift by giving emotional appeal.

Dealer is as important as the end-customer, since he is the primary customer of the company. In order to motivate the dealer the company should introduce certain incentive to the dealers like To and Fro charges for pleasure trips Festival and seasonal gifts. Frequent informal dealers meet.

APPENDIX

APPENDIX QUESTIONNAIRE

Personal Details : Name: ____________________ Occupation: ________________ Contact No:_______________ Age:_______________________

1) How far you are satisfied with your mobile Subscription? a) Fully satisfied c) Not satisfied 2) Are you satisfied with the signal of the cell phone? a) Yes b) No b) Partly satisfied

3) How long have you been using this service providor? a) Less than 3 months c) 6 months to 1 Year 4) How do you rate the Airtel? a) Very Good c) Average b) Good d) Bad b) Less than 6 months

5) Is the Price reasonable for Recharge Coupons? a) Yes b) No

6) How is availability of Recharge Coupons? a) Available c) Really Available 7) When did you Log a Compliant Against Signal? a) 3 months c) 9 months 8) How is after sales service of the Provider? a) Excellent c) Good b) Very Good d) Bad b) 6 months b) Sometimes Available

9) Are these sufficient numbers of denominations available in the Market? a) Yes 10) b) No

Who has influenced you to purchase this Subscription? b) Friends/Relative d) Others

a) Advertisements c) Company Executive 11)

How the company is handling complaints of the customer? b) Average

a) Good c) Bad 12)

Does the Subscription need high maintenances? b) No

a) Yes 13)

Does the Company provide any type of guarantees on Recharge Coupans? b) Average

a) Good

c) Bad 14) What is you opinion on Airtel Brand? b) Bad

a) Good c) Average 15)

Do you feel any modifications to be needed to the Airtel Advertise? b) No

a) Yes

16)

How did you fascinated by Post Paid Service ? b) Signal d) Free Calls

a) Monthly Rentals c) Call Charges 17)

Does the sales executive presentation satisfied you while purchasing Post

Paid Sims? a) Yes 18) b)No

Are you satisfied with Signal type and the dimension of the cellphones ? b) Bad

a) Good c) Average 19)

Does the Airtel Service troubles you very often? b) No

a) Yes 20) Are you satisfied with Airtel?

a) Good c) Average 21)

b) Bad

Are you satisfied with exterior of the Cellphones? b) Bad

a) Good

c) Average 22) Are you comfortable with signal capacity of Towers? b) No

a) Yes

23)

Are you satisfied with facilities like Signal provided by the Service Provider? b) No

a) Yes

24)

Do you enjoy the Talking In Cell Phones? b) No

a) Yes

BIBLIOGRAPHY

BIBLIOGRAPHY 1. PRINCIPLES OF MARKETING PHILIPKOTLER GARY ARMSTRONG J.C.GANDHI 2. MARKETING RESEARCH TULL DENLA & HEWKINS 3. MARKETING MANAGEMENT V.SRAMA SWAMY S.NAMAKUMARI 4. CONSUMER BEHAVIOUR SCHIFFORMATION LEAN KANUK LESILE 5. MAGAZINES / NEWS PAPERS BUSINESS WORLD 6. THE ECONOMIC TIMES BUSINESS TODA