ACKNOWLEDGEMENT

It gives me immense pleasure to place my project report on the topic

“ CUSTOMER’S PREFERENCE TOWARDS AIRTEL ” in front of the examiners. I

would like to give a word of thanks to the people who have supported me to make my

project up to the mark. I would like to thank my parents & friends for their untiring

support without whom this project would not have been able to see the light of the day.

I am grateful to my project guide Ms. Madhulika Gupta to provide me

guidelines for this project.

I also express my sincere thanks to all the respondents to provide me their

valuable feedback for completing my project report.

NAMAN

BBA 6TH SEM

1
 PREFACE

Over the years, mobiles have been undertaken several initiatives which have met

with unprecedented success and really made people really sit up and take notice of the

brand.

There are many companies in the mobile service with the superior quality,

additional features and a competitive price. In this report AIRTEL major have been

undertaken for the comparative market study.

My above comparative study of the attitude of consumer of the mobile will

definitely be useful to those bench markers who are trying to purchase amongst the best

product give a new dimension to further strengthen.

2
 CONTENTS

• INTRODUCTION

• AIMS & OBJECTIVE

• COMPANY PROFILE : AIRTEL

• PRODUCT PROFILE

• RESEARCH METHODOLOGY

• FINDING & ANALYSIS

• CONCLUSION

• LIMITATIONS

• BIBLIOGRAPHY

• ANNEXURE

3
 INTRODUCTION OF THE PROJECT

This project is based on the survey, which was done in the Moradabad city. The

main aim of the survey to find out and to analysis the mobile service, so in this report we

have taken Vodafone as the mobile service providing company. We have covered almost

all the aspects, which are related to the services of AIRTEL. The project report will help

that entire person, which want to get the benefits of postpaid services of Vodafone. The

company profile and product range is given in the beginning of the report the data have

been collected by help of questionnaire, which is given in the report. The collected data

have been analyzed and shown in the form of graph.

4
 AIMS & OBJECTIVES

Aims and objectives set forth to conduct this surrey, which help to evaluate the

findings of the survey, are following:-

• To find out popular plans of Airtel in Moradabad.

• To find out the performance of plans of Airtel.

• To find out the satisfaction level of the consumers

• To find out the factor the consumer consider while planning purchase the Mobile

and Sim.

• To analysis all those factor who differentiate the quality mobile plans.

• To analysis the various type of plans.

5
 COMPANY PROFILE

AIRTEL MOBILE

Building Telecom... Building Relationships.

Airtel comes to you from Bharti Airtel Limited, India 's largest integrated private

telecom service provider. We are the first private telecom provider to connect India in

its entirety with the world's best technology. Bharti Airtel since its inception has been

at the forefront of technology and has steered the course of the telecom sector in the

country with its world class products and services.

The businesses at Bharti Airtel have been structured into three strategic business units

(SBU's) - Mobile services, Broadband & Telephone services (B&T) & Enterprise

services.

We complement our mobile, broadband & telephone services with national and

international long distance services. We provide international connectivity with our

submarine cable landing station at Chennai and with our partnership in next

generation undersea cable system SEA-ME-WE-4. We provide reliable end-to-end

data and enterprise services to the corporate customers with our nationwide fiber optic

6
backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and

international bandwidth access through the gateways and landing station.

Business Divisions

• Mobile Services – Bharti Airtel offers GSM mobile services in all the 23-

telecom circles of India and was the first private telecom service provider to

connect all states of India .

• Broadband & Telephone Services – Our Broadband (DSL) & telephone

services (fixed line) are present in the 92 cities across India .

• Enterprise Services (Carriers) – With 35,016 kilometers of optic fibre

network we are a leading national long distance service provider. For

international connectivity to east, we have a submarine cable landing station at

Chennai. For international connectivity to the west, the Company is a member

of the South East Asia-Middle East-Western Europe – 4 (SEA-ME-WE-4)

consortium along with 15 other global telecom operators.

• Enterprise Services (Corporates) – The group focuses on delivering

telecommunications services as an integrated offering including mobile,

broadband & telephone, national and international long distance and data

connectivity services to India's leading 1300 corporates,

Our Partnerships :

We partner with world's finest companies like Vodafone, Singtel (Singapore

Telecom), Ericsson, Nokia, IBM and many more to bring the best of products &

7
service to you.

Our Innovations

We are changing the way India communicates by offering innovations that not only

add value to people's lives but also deliver an unmatched customer experience.

We were the first to

• Provide electronic recharge for mobile phones.

• Initiate music retailing in the world with “Easy Music” and the first to offer a

Lifetime Prepaid service.

• Provide innovations such as Bollywood movie premiers, music services such

as ringback tones & many more.

Vision

By 2010 Airtel will be the most admired brand in India:

- Loved by more customers

- Targeted by top talent

- Benchmarked by more business

Title: Third Quarter And Nine Months Ended December 31, 2006

Earnings Conference Call.

PROFILE

8
Bharti Airtel is one of India's leading private sector providers of telecommunications

services based on an aggregate of 37,259,489 customers as on February 28, 2007,

consisting of 35,440,406 GSM mobile and 1,819,083 broadband & telephone

customers.

The businesses at Bharti Airtel have been structured into three individual strategic

business units (SBU’s) - mobile services, broadband & telephone services (B&T) &

enterprise services. The mobile services group provides GSM mobile services across

India in 23 telecom circles, while the B&T business group provides broadband &

telephone services in 94 cities. The Enterprise services group has two sub-units -

carriers (long distance services) and services to corporates. All these services are

provided under the Airtel brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National

Stock Exchange of India Limited (NSE).

9
 PRODUCT & SERVICE

Airtel welcomes you to a vibrant world of unlimited opportunities. You are important

to us and we endeavour to provide to you with the service that exactly fits your needs.

Experience total cost control, no rentals and easy billing with our postpaid and prepaid

services. Explore the world with our roaming services and get absolutely cool offers

and mobile downloads with Airtel Live!

So come and experience complete freedom.

10
Aisi azadi aur kahaan?

Airtel Prepaid, the Ready Cellular Card from Airtel comes to you from Bharti Enterprises,

India's leading integrated telecom service provider.

FREEDOM OF SPEECH REDEFINED...

Going mobile with Airtel Prepaid is a new way of life.

COMPLETE CONTROL...

With a host of great features, also simple to use, Airtel Prepaid

makes everything that you dreamt and believed, possible.

Some of the many advantages that you enjoy with Airtel Pre-Paid...

Total Cost Control

Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel

the need to! Now that's what we call complete freedom!

No Rentals

Buy an Airtel prepaid card without having to pay any rentals!

No deposits

Your Airtel prepaid card comes without you having to pay heafty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows

you to make long distance calls in India and Overseas from your cellular phone!

Instant Balance Inquiry

11
Check your talk-time instantly by calling our toll-free number!

60 second pulse

Airtel provides you with a 60-second pulse rate! Freedom for you to experience like never

before!

Instant Recharge

Avail of instant recharge on your Airtel prepaid card with just a few simple steps!

24-hour recharge facility

With our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone number of the calling party even

before you answer the call, thus giving you the choice to either reject or take the call. It provides

the added advantage of saving the incoming number directly in the Handset Phone Book. So that

the next time you want to call the same person, you don't need to retype his number, simply use

your phone book.

Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert – all with your Airtel prepaid

card!

Short Messaging Service (SMS)

With Airtel’s Short Messaging Service (SMS), send messages and jokes to your friends and

colleagues, anytime anywhere!

SMS based Information Services

12
 With Airtel's SMS based information services, you can get upto-the-minute cricket scores, order

flowers as well as send couriers or check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or when you are

outside the coverage area. You can listen to your messages whenever you feel like, from

anywhere in the world. Voice Mail can store up to 15 messages of 1 minute duration.

AIRTEL POSTPAID

Airtel One 249 Plan

• ONE TIME CHARGES

Activation Charges Rs 500

Membership Fee NIL
Security Deposit Local+STD:NIL, ISD:NIL, IR:5000
• MONTHLY CHARGES (FIXED) (Rs.)

Bill Plan Charge 249

• MONTHLY CHARGES (OPTIONAL)

13
CLIP 50
Other
Airtel Landline/CDMA
GSM
Local Rates 0.5 0.5 1

• STD RATES

STD Rates 1.5 1.5 1.5

• ISD

USA, Canada, Europe (Fixed Line), 6.4

Australia, Singapore, Hong Kong,

Thailand, Malaysia, Indonesia, New

Zealand.
Gulf, Europe (Mobile), SAARC 9.2

countries, Africa & Rest of the world

Cuba, Sao Tome & Principe, Guinea 40

Bissau, Diego Garcia, Nauru, Solomon

Islands, Vanuatu, Cook Islands, Tuvalu,

Tokelau, Norfolk Island, Sakhalin

• SMS

14
 Local 1
CDMA 1
National 1.5
International 5
VAS 3

• DESCRIPTION

#Local Calls include all calls made within UP & Uttarakhand (include both UPWest &

UPEast). Note: Discount: Rs. 150 local Airtel to Airtel Advance Rental (Optional):One

Time charges of Rs.1794(Rs.299 x 6)includes CLIP Charges of Rs. 50. There will be no

fixed cost for 12 months.

Rs 500 activation charge is adjusted against the Bill value of the customer over 4th to

8th month of the customer life cycle

• ESTIMATED BILL - Airtel One 249 Plan

PHONE MODELS & FEATURES

General Features Provided in Airtel Mega:

SMS: Allows you to send & receive SMS so that you can stay in touch with friends and

Family.

15
Caller Line Identification: Displays the Caller's telephone number or name so that you

can view who is calling.

Phone Book Allows you to store your contacts providing great convenience.

Missed Calls Shows you missed calls & also maintains call history of dialed and received

calls so that you can keep a track of all calls made & received

Voice Mail Allows the caller to leave a message when you are busy or unreachable.

Call Wait/Call Hold : This Facility informs you about an incoming call when you are on

another call. Also lets you switch between calls.

16
Call Divert: It Divert your calls to voice mail or another number of your choice, when busy

or unreachable.

Airtel welcomes you to a vibrant world of unlimited opportunities. You are important

to us and we endeavour to provide to you with the service that exactly fits your needs.

Experience total cost control, no rentals and easy billing with our postpaid and prepaid

services. Explore the world with our roaming services and get absolutely cool offers

and mobile downloads with Airtel Live!

So come and experience complete freedom.

17
PREPAID PLANS

Aisi azadi aur kahaan?

Airtel Prepaid, the Ready Cellular Card from Airtel comes to you from Bharti Enterprises,

India's leading integrated telecom service provider.

FREEDOM OF SPEECH REDEFINED...

Going mobile with Airtel Prepaid is a new way of life.

COMPLETE CONTROL...

With a host of great features, also simple to use, Airtel Prepaid

makes everything that you dreamt and believed, possible.

Some of the many advantages that you enjoy with Airtel Pre-Paid...

Total Cost Control

Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as much as you feel

the need to! Now that's what we call complete freedom!

No Rentals

Buy an Airtel prepaid card without having to pay any rentals!

No deposits

18
Your Airtel prepaid card comes without you having to pay heafty deposits!

STD/ISD facility till the last rupee

Now experience complete freedom like never before with Airtel! Our STD/ISD facility allows

you to make long distance calls in India and Overseas from your cellular phone!

Instant Balance Inquiry

Check your talk-time instantly by calling our toll-free number!

60 second pulse

Airtel provides you with a 60-second pulse rate! Freedom for you to experience like never

before!

Instant Recharge

Avail of instant recharge on your Airtel prepaid card with just a few simple steps!

24-hour recharge facility

With our round-the-clock recharge facility, recharge you Airtel prepaid card anytime, anywhere!

Caller Line Identification

Call Line Identification gives you the power to know the phone number of the calling party even

before you answer the call, thus giving you the choice to either reject or take the call. It provides

the added advantage of saving the incoming number directly in the Handset Phone Book. So that

the next time you want to call the same person, you don't need to retype his number, simply use

your phone book.

Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert – all with your Airtel prepaid

19
 card!

Short Messaging Service (SMS)

With Airtel’s Short Messaging Service (SMS), send messages and jokes to your friends and

colleagues, anytime anywhere!

SMS based Information Services

With Airtel's SMS based information services, you can get upto-the-minute cricket scores, order

flowers as well as send couriers or check your daily horoscope!

Voice Mail service

Voice Mail lets you receive messages even when your handset is switched off or when you are

outside the coverage area. You can listen to your messages whenever you feel like, from

anywhere in the world. Voice Mail can store up to 15 messages of 1 minute duration.

AIRTEL POSTPAID

Airtel One 249 Plan

• ONE TIME CHARGES

Activation Charges Rs 500

Membership Fee NIL
Security Deposit Local+STD:NIL, ISD:NIL, IR:5000
• MONTHLY CHARGES (FIXED) (Rs.)

20
Bill Plan Charge 249

• MONTHLY CHARGES (OPTIONAL)

CLIP 50
Other
Airtel Landline/CDMA
GSM
Local Rates 0.5 0.5 1

• STD RATES

STD Rates 1.5 1.5 1.5

• ISD

21
USA, Canada, Europe (Fixed Line), 6.4

Australia, Singapore, Hong Kong,

Thailand, Malaysia, Indonesia, New

Zealand.
Gulf, Europe (Mobile), SAARC 9.2

countries, Africa & Rest of the world

Cuba, Sao Tome & Principe, Guinea 40

Bissau, Diego Garcia, Nauru, Solomon

Islands, Vanuatu, Cook Islands, Tuvalu,

Tokelau, Norfolk Island, Sakhalin

• SMS

Local 1
CDMA 1
National 1.5
International 5
VAS 3

• DESCRIPTION

22
#Local Calls include all calls made within UP & Uttarakhand (include both UPWest &

UPEast). Note: Discount: Rs. 150 local Airtel to Airtel Advance Rental (Optional):One

Time charges of Rs.1794(Rs.299 x 6)includes CLIP Charges of Rs. 50. There will be no

fixed cost for 12 months.

Rs 500 activation charge is adjusted against the Bill value of the customer over 4th to

8th month of the customer life cycle

• ESTIMATED BILL - Airtel One 249 Plan

23
 REASEARCH METHODOLOGY

STEPS IN RESEARCH

1. Understanding the nature and scope of the existing environment.

2. Study the existing system of the various companies.

3. To collect the information from various websites and self constructed

questionnaire.

4. Meeting with different customers of different places to incorporate their views.

5. Obtaining the opinion and suggestions of customers at different levels of the

society.

6. Prepare questionnaire on the basis of above information.

7. Gather information from different source like books Internet magazines etc.

8. On the basis of the answers from the customers and the information gathered

from other sources prepare the report, mentioning the necessary changes require

in the existing environment.

24
 RESEARCH DESIGN

“The research design is the conceptual structure with in which research

is conducted it consist the blue print of the collection measurement and analysis

of data.”

In that project the research design was adopted for the “Descriptive research

study” the exploratory research studies are also termed as formulate research studies.

The main purpose of such studies is that of formulating a problem for more precise

investigation or of developing the working hypothesis from an operational point of

view.

The main purpose of the study was to tell the consumer perception in “A. The

major emphasis was on the discovery of the ideas and opinions of the consumers at

different levels in the existing environment.

Two methods that are used for the study are :

1. The survey of concerning literature.

2. The experience study.

25
 SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given

population. If refers to the technique or the procedure the researcher would adopt

in selecting items for the sample. The sample design is determined before data are

collected.

The sampling used for the study is “Convenience Sampling”. Under this

sampling design every item or the universe has equal chance or inclusion in the

sample because this is Consumers’ Perception survey, so we give each person at

any place an equal probability of getting into the sample.

The implications of random sampling are :

1. It gives each element in the population an equal probability of getting into the

sample; and all choices are independent of one another.

2. It gives each possible sample combination an equal probability of being

chosen.

26
 RESEARCH PLAN

* Sampling Unit

The units chosen for survey were related advisor consultant & customers.

* Sample size

Approximate 50

* Sample Selection Method

Stratified Random Probability Sample Selection Method.

* Research Instrument

Questionnaire

* Contact Method

Direct Personal Interview

27
 TYPES OF DATA

In the survey two types of data are collected :

1. Primary data : These data’s are those which are collected for the first time and

therefore original in nature.

2. Secondary data : Data, which have already been collected by someone else and

hence passed through the statistical process.

28
 DATA COLLECTION

* PRIMARY DATA COLLECTION

For the collection of the primary data following methods were used :

1. Interview method : Personal interviews of the customers are taken at different

levels to get their opinions and suggestions. And the interview was structured in

nature.

2. Questionnaire method : Structured questionnaire on the basis of information

collected from different sources. The questionnaire contains both open and ended

questions.

* SECONDARY DATA COLLECTION

Secondary data were collected from the following sources :

1. Books related to topic

2. Organization documents

3. Magazines

4. Websites

* STATISTICAL TOOLS USED

Statistical` tools used in the project study are :

Graph.

29
 FINDINGS AND ANALYSIS

Q.1- Do you have Mobile?

Yes 95%
No 5%

No, 5%

Yes
No

Yes, 95%

30
Q.2- Which Mobile company does you like most?

Airtel 60%

Reliance 15%
Vodafone 20%

Any Other 5%

AnyOther, 5%

Airtel

Vodafone, 20% Reliance

Reliance, 15% Vodafone
Airtel, 60%
AnyOther

31
Q-3 Postpaid or prepaid ?

Postpaid 40%
Prepaid 60%

Postpaid, 40% Postpaid

Prepaid, 60% Prepaid

32
Q-4 Do you know about the all Postpaid plans?

Yes 60%
No. 40%

Postpaid, 40% Postpaid

Prepaid, 60% Prepaid

33
Q-5 which service is best in your views?

Postpaid 60%
Prepaid 40%

Prepaid, 40% Postpaid

Postpaid, 60% Prepaid

34
Q-6 Do you know about the call charges ?

Yes 90%
No. 10%

No., 10%

Yes
No.

Yes, 90%

35
Q-7. Are you satisfied by the coverage area of Airtel?

Yes 40%
No 60%

Yes, 40%
Yes
No
No, 60%

36
Q-8. Are you satisfied by the promotional scheme provided by Airtel?

Yes 60%
No 40%

No, 40%
Yes
No
Yes, 60%

37
Q-9. Are you satisfied by the roaming facility provided by Airtel?

Yes 70%
No 30%

No, 30%
Yes
No
Yes, 70%

38
Q-10. Are you satisfied with the billing system of the post-paid services provided Airtel?

Yes 40%
No 60%

Yes, 40%
Yes
No
No, 60%

39
Q-11. Are you satisfied by the post-paid services provides by Airtel?

Yes 55%
No 45%

No, 45% Yes

Yes, 55% No

40
Q-12. In post-paid service which type of the advantage will you prefer?

Rent Charge 25%

Pulse Rate 25%
Roaming 15%
Voice Mail Service 20%
SMS Services 15%

Voice Mail Rent Rent Charge

Service , 20% Charge, 25%
Pulse Rate
Roaming, 15% Roaming
Voice Mail Service
Pulse Rate
, 25%

41
Q.13- How many Mobile you have taken?

1-2 80%
2-above 20%

2-above, 20%

2-Jan
2-above
2-Jan, 80%

42
 CONCLUSION

In this report I concluded that 95% people use mobile phones. 60%of the customers are

using the Vodafone phone. 60% customer said that Vodafone Postpaid service is good.

90%customers know about all call charges of Vodafone Postpaid. only 40% customers

are satisfied with the coverage area of Vodafone. 60% customers are satisfied with the

promotional scheme provided by the company. 70% customer are satisfied with the

roaming facilities provided by Vodafone Postpaid. Only 40% customers are satisfied with

the billing system of Vodafone postpaid. If we see advantages the respondents prefer then

20% say Rent Charge, 25% says that Recharge, 15% says that Pulse Rate, 10% says the

Roaming, 20% says that Voice Mail Services and 10% say SMS Services in postpaid

plans.

Airtel cellular is the growing and big competitive industries, today in telecommunication

sector there are many company, like BSNL, Vodafone, Reliance and now idea & TATA

has also launched his telecommunication service TATA Indicom, so, Airtel has to face

many competition in the market in the case of sales promotion activities in telecom with

special reference to Airtel cellular, so, Airtel has improve thee tower in the Rural area

also I want to recommended to Airtel cellular to established there tower as fast as they

can do so, Airtel is a big and stable company so they have to improve themselves as a

good telecom service provider.

43
 SUGGESTIONS

* Most of customer do not know about all the features of the product, company

should provide all the details of the product knowledge to customer.

* The customer should be well known about the scheme and promotional strategy

offered by the company.

* The sales person of the company visit regularly to the dealer show room to check

out whether customer is benefited through the scheme offered by the company or

not.

* Company should arrange a survey to know about level of satisfaction of

customers.

* Company should arrange some drop boxes for bill payment.

44
 LIMITATIONS

A. In the routine work, many a times concerned persons were busy, so meeting them or

getting their appointment, took more time then planned.

B. Sample collection consumed major time.

C. Last but not the least weather played a crucial role.

D. Not all the consumer of Mobiles is having the Vodafone Mobile phones.

45
 BIBLIOGRAPHY

Philip Kotler : Principle of marketing

practice Hall of India Pvt.

Ltd.

C.R. Kothari : Research methodology

vishwa prakashan New Delhi.

News paper : Times Of India.

Internet : www.Airtel.in

46
 ANNEXURE

QUESTIONNAIRE

Q.1- Do you have Mobile?

Yes
No

Q.2- Which Mobile company does you like most?

Airtel

Reliance
Vodafone

Any Other

Q-3 Postpaid or prepaid ?

Postpaid
Prepaid

Q-4 Do you know about the all Postpaid plans?

Yes
No.

Q-5 which service is best in your views?

Postpaid
Prepaid

47
Q-6 Do you know about the call charges ?

Yes
No.

Q-7. Are you satisfied by the coverage area of Airtel?

Yes
No

Q-8. Are you satisfied by the promotional scheme provided by Airtel?

Yes
No

Q-9. Are you satisfied by the roaming facility provided by Airtel?

Yes
No

Q-10. Are you satisfied with the billing system of the post-paid services provided Airtel?

Yes
No

Q-11. Are you satisfied by the post-paid services provides by Airtel?

Yes
No

Q-12. In post-paid service which type of the advantage will you prefer?

Rent Charge

48
 Pulse Rate
Roaming
Voice Mail Service
SMS Services

Q.13- How many Mobile you have taken?

1-2
2-above
Profile of Respondent

Name: - ………………………………………………………………

Address: - ………………………………………………………………

………………………………………………………………

Occupation: - ………………………………

49