Airtel Report

A Report On “A Comparative Study Of Airtel Specific Post-Paid Plan’s, Network, Services, And Customer Satisfaction with Other Competitors in Surat” BY Rahul Khandelwal 6nd12226 (MBA – PGDBA)

A Report On “A Comparative Study Of Airtel Specific Post-Paid Plan’s, Network, Services, And Customer Satisfaction with Other Competitors in Surat” BY Rahul Khandelwal 6nd12226 (MBA – PGDBA) A report submitted in the partial fulfillment of The requirements of MBA-PGDBA Programme (Class of 2006-08) ICFAI National College

Submitted to:

Submitted to:

Company Guide Mr. Rajneesh Kumar Singh

Faculty Guide Ms. Shital Padhiyar

CONTENTS

•

Executive Summary

• Introduction • Review of Literature • Research Design / Methodology • Analysis • Conclusion • Appendix 1.

Questionnaire

Executive summary: The topic selected by me is the “A Comparative Study Of Airtel Specific Post-Paid Plan’s, Network, Services, And Customer Satisfaction with Other Competitors in Surat” the main objective of the research is to do the comparative analysis of the telecom market with comparison with the Airtel. To find out the position of the Airtel where it stand in the market in comparison with the compotators, to know its comparative advantage. The methodology follow in the project is through the survey and the collections of the data form various sources, like internet, company past record, customer interaction, boss guideline. The analysis plan was made by me was to analyzing the customer what kind of plans they want, which company satisfy them. How can we make them to switch to Airtel, what are the market plans other company

The result was that the Airtel is having the comparative advantage over other companies, due to its plan, tariff plans, schemes network, and the good will the Airtel is at no. 1 place in the Indian telecom market leaving behind Hutch, BSNL, and Reliance

Introduction: Company Profile: Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 48,853,758 customers as on August 31, 2007, consisting of 46,814,745 GSM mobile and 2,039,013 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).

Partners The company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore, in the company. The company’s mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, Corning, among others. The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

Organization Structure:

Factsheet Name

Bharti Airtel Limited.

Business Description

Provides mobile, broadband & telephone (fixed line) and enterprise services (carriers & services to corporates)

Established

July 07, 1995, as a Public Limited Company

Proportionate Revenue

Rs. 184,202 million (year ended March 31, 2007-Audited) Rs. 117,255 million (year ended March 31, 2006-Audited) As per Indian GAAP Accounts

Proportionate EBITDA

Rs. 74,407 million (year ended March 31, 2007-Audited) Rs. 42,250 million (year ended March 31, 2006-Audited) As per Indian GAAP Accounts

Shares in Issue

1,897,148,464 as at June 30, 2007

Listings

The Stock Exchange, Mumbai (BSE) The National Stock Exchange of India Limited (NSE)

Market Capitalisation Customer Base

48,853,758 GSM mobile and 2,039,013 broadband & telephone (fixed line) customers (Status as at month ended August 31, 2007)

Operational Network

Provides GSM mobile services in all the 23 telecom circles in India, and was the first private operator to have an all India presence. Provides broadband (DSL) and telephone services (fixed line) in 94 cities in India.

Registered Office

Bharti Airtel Limited (A Bharti Enterprise) Qutab Ambience (at Qutab Minar), Mehrauli Road, New Delhi - 110 030 Tel. No.: +91 11 4166 6000 Fax No.: +91 11 4166 6011/12

Business Divisions Mobile Services – We offer mobile and fixed wireless services (FWP) using GSM technology on 900MHz and 1800MHz bands, and are the largest wireless service provider in the country, based on the number of customers. Our 42,703,938 mobile customers accounted for a market share of 23.5% of wireless market, as on June 30, 2007. We offer postpaid, prepaid, roaming and value added services through our extensive sales and distribution channel covering over 640,000 outlets. Our network is present in 4,855 census towns and 243,584 non-census towns & villages in India, covering approximately 62% of the country’s population. Our network operating centers, which monitor the health of our mobile network are located in Gurgaon, near Delhi, and Chennai.

Broadband & Telephone Services – We provide broadband (DSL) and fixed line telephone services in 94 cities. We had 1,972,259 customers as on June 30, 2007 of which 33.1% were subscribing to broadband services. The strategic direction in our broadband & telephone business is to focus on the larger cities that offer high revenue potential. Our product offering in this segment includes supply & installation of fixed-line telephones providing local, national & international long distance voice connectivity and broadband Internet access through DSL. The business also provides value added services such as intelligent network based advanced management services, viz. toll free numbers, virtual private automatic branch exchange networks, ring back tones and call forwarding among others. Enterprise Services – Our Enterprise Services division comprises of the Carriers and Corporate business units.

Carriers – This business unit is India's first private long distance communications service provider, offering a portfolio of wholesale services in data and voice domain. This business segment includes a pan-India network infrastructure including the optical transport network, national and international voice-switching network, multi protocol label switches (MPLS), asynchronous transfer modes (ATM) and frame relays (FR) among others. It offers extensive coverage through a nationwide optic fiber network of 43,658 kms. This network also connects a submarine cable landing station in Chennai (owned by a subsidiary) with two international cable systems, Network i2i and SMW 4, that provide connectivity across transatlantic and transpacific routes respectively.

Corporate – This business unit serves large Corporate and small and medium enterprises (SMEs) for all their data and telecommunication needs. It combines owned media and technologies with those of alliance partners to provide end-to-end integrated telecom solutions. The group focuses on all major industry verticals such as BFSI, IT, ITES, manufacturing & distribution, media & services, government & PSUs, education, telecom, and retail among others. Services provided include mobile services, voice services, satellite services (BIT internet, VPNs, satellite based IPLCs for redundancy reasons), managed data & Internet services, managed e–business services and managed customized integrated solutions.

Awards and Recognitions Bharti draws top honors at the NDTV Profit Business Leadership Awards 2007 Bharti Airtel Ranked 3rd on Shareholder Returns in Business Week IT 100 List Sunil Bharti Mittal conferred Degree of Doctor of Science (Honoris Causa) by G. B. Pant University

Plans & Services: Prepaid Enter the world of limitless possibilities with Airtel Prepaid. The service that helps you give, words to every feeling, an expression to every emotion.

Postpaid Life becomes much simpler with your Airtel Postpaid. It gives you the unlimited freedom to reach out to people in your special way Airtel Live the mobile internet where we get the full world in our hand

Send emails and Receive emails instantly All the emails you've read, deleted or moved to a folder will show on both your handset device and your desktop. It uses over-the air technology so there's no need to manually synchronise your message activity

Have fun with Airtel broadband! Imagine, downloading the games for free and downloading your favorites tunes at unbelievably low prices. Just log-in with your Airtel Broadband ID and get what you want.

Control your business, 24x7. Observe your office, warehouse, shop and staff from your PC, from anywhere and all the time

Introducing NetXpert, India’s first ever automated Broadband care technology which provides immediate solutions for Internet connectivity related problems

Airtel Broadband Services and TCY Online offer you online competitive tests for GRE, GMAT, SAT and MBA, from the comfort of your home

Our calling card services connect you to your friends and friends in India a cost effective and reliable manner. Choose from the options below and stay connected.

Great savings on calling anywhere in India or across the world.Even if your phone is not STD/ISD enabled, go ahead and talk to your loved ones

Now call back India from USA at lowest cost of just 7.9c / min . Just visit

Traveling abroad? Save precious foreign exchange and up to 94% over international roaming charges.

we care for our valuable customer, we are for customers and by the customer our 24 hour customer care provide the total services to you.

Competitors: 1. Vodafone

2. Idea

3. Reliance

RIM 4. Bsnl 5. Tata Indicom

Network Airtel is mainly known for its vast network and wide coverage. In the advertisement the Airtel mainly tells about the network. Airtel has the network in all the 23 circles. Airtel also have the contract with other telecom companies to provide the network while roaming both national & international. Three-in-one A call from a subscriber of one network can be automatically routed through other networks depending on which network is less congested in a given area or time. Airtel, Hutch and Idea have entered into an agreement to share the traffic load between them. The new model has been put in place by Airtel, Hutch and Idea Cellular in Surat, which has been experiencing severe floods. The three operators have entered into an agreement to share the traffic load between them. "The experiment has been successful to a large extent in keeping the congestion off a single network as the burden is being shared by all the three operators," said an Airtel executive. The experiment by the three operators has been lauded by the Department of Telecom, which now wants a similar arrangement in other parts of the country. The mobile operators also said the Surat model may not be a single instance of co-operation, which was undertaken on humanitarian grounds. The service providers have already decided to share infrastructure in a big way and interoperability will make mobile networks more robust.

Nokia will provide managed services and expand Bharti's Airtel networks in the circles of Mumbai, Maharashtra (including Goa), Gujarat, Bihar (including Jharkhand) and Orissa over a three-year period. Nokia will also provide managed services and expand Airtel networks in the three other

circles

of

Kolkata,

West

Bengal

and

Madhya

Pradesh.

Nokia's managed capacity expansion, will enable Airtel to expand its coverage from 2,700 to over 5,000 towns across the country. The phased expansion into these towns and villages starts immediately and is expected to be complete by March 2006. As part of the contract, Nokia will continuously deliver radio and core network equipment and services based on Bharti's capacity requirements, delivering a cost-efficient roll-out of on-demand capacity. Nokia will also deploy its Connect GSM Solution, for expanding network coverage in rural areas in a cost effective manner. This includes solutions for radio access, core network, network management systems and services that will reduce the total cost of ownership for Bharti and allow it to optimally target the low average revenue-per-user customer

Customer satisfaction: "It takes a lot less money to increase your retention of current customers than to find new ones-but I know I don't give it as much effort as I should because it does take a lot of energy and effort!" Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard

Customer Satisfaction in 7 Steps:It's a well known fact that no business can exist without customers. In the business, it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings:It's important to meet customers face to face at least once or even twice during the course of a project. A client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When we meet them, it will become more effective.

2. Respond to Messages Promptly & Keep Clients Informed:It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know that we have received their message and contact them about it as soon as possible. Even if we not able to solve a problem right away, let the customer know the working on it. 3. Be Friendly and Approachable:It's very important to be friendly, courteous and to make clients feel like you're their friend and you're there to help them out. 4. Have a Clearly-Defined Customer Service Policy:Customer service policy is going to save lot of time and effort in the long run. So make sure customer service policy is present on site -and anywhere else it may be useful. 5. Attention to Detail (also known as 'The Little Niceties'):These little niceties can be time consuming and aren't always cost effective, but remember to do them. It shows care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

6. Anticipate Your Client's Needs & Go Out Of Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with clients will do wonders for your working relationship. 7. Honour Your Promises It's possible this is the most important point in this article. The simple message: when promise something, deliver.

Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers, measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Satisfaction Ok, Expectations Down?

Satisfaction Ok, Expectations Down? Even as the overall customer satisfaction level improved, though by just under a percentage point, satisfaction with different service parameters hit a new low Better service leads to higher expectations. That's the case with all services, and mobile services are no exception. If we compare the findings of the third VOICE&DATA MOBILE USER SATISFACTION SURVEY 2005 with those of the 2004 survey, there has been no change in the satisfaction level of Indian users. A slight improvement of 0.92 percentage points over the 2004 overall satisfaction level is no change. However if we take this as a slight improvement in satisfaction, it is interesting that it has happened despite users being relatively more dissatisfied on most service parameters. Is this because user expectations are down or is it because their priorities have changed? The survey shows that the answer is yes to both questions. As operators fail to deliver on their promises, users seem to have learnt to live with whatever is delivered to them. Otherwise, how would one explain their relatively high overall satisfaction level despite a decline in their level of satisfaction with individual parameters whether it's sales-pre sales, network quality, billing, customer care or value-added services (VAS). According to the VOICE&DATA survey, customer satisfaction is significantly down on all these parameters in case of almost all operators.

On the other hand, their expectation from different components of their service has changed significantly. For instance, in metros VAS is now contributing maximum (32%) to overall satisfaction, while in A circle billing integrity contributes the least (8%) and in B/C circles customer care contributes least (7%) to overall satisfaction. It's a fact that though operators wouldn't really agree, none of these services are really at their optimum as the VOICE&DATA survey shows. Therefore, it is natural that users have very little expectations from various components of their mobile service. That's the key reason why overall satisfaction is shred higher than in 2004. And that's also the reason why an operator like MTNL or BPL is at the top of the overall satisfaction scores despite scoring low on various individual parameters. In 2003, network performance, pre-sales/sales and billing integrity (in that order) were an important part of customer satisfaction. In 2004, users' satisfaction with customer care services was a key factor in addition to those important in 2003. This year, the importance of “customer care” is lower than last year-possibly because services have stabilized; or it may just be that subscribers are having a relatively lower expectation. Also, unlike in the previous years, customers gave less importance to billing integrity. All the operators have scored in the 80s when it comes to customer satisfaction on individual parameters except in case of sales/pre-sales in which most operators have scored in the 90s. This essentially means that operators have been investing more in acquiring customers than keeping them happy with various components of their service. Obviously, the high satisfaction level with sales-pre-sales is a result of the aggressive sales, marketing and information dissemination efforts by the operators. The survey also substantiates the general perception of network quality. It's bad across India and worse in rural India. Both the GSM and CDMA networks score low on user satisfaction. Airtel (87) customers were most satisfied with their network while those of Reliance Telecom (74) and BSNL (75) the least. BPL and MTNL operators, who scored highest in overall satisfaction, scored 85 and 80 respectively. This clearly shows that customers were not really happy with any of the networks. Coming back to the overall satisfaction score, while the top two-BPL and MTNL-crossed the TRAI benchmark, there has been a considerable improvement in satisfaction level of customers of Hutch and Reliance

Infocomm, compared to 2004. Maximum improvement has been in the case of MTNL-which jumped more than 10 percentage points to claim the top spot, along with BPL.

There is considerable decline in the performance levels of five out of the 11 operators whose customers participated in the survey. The TRAI benchmark (95%) remains as elusive as ever for all operators except BPL and MTNL. The worst performers have been Aircel and Tata Teleservices. Aircel, which had topped the sweepstakes past year, is at number 10 this time. Satisfaction level of both Aircel and Tata Teleservices customers dropped by more than 12 percentage points. The satisfaction level of customers of Idea, BSNL and Reliance Telecom also went down. Another bad news for operators is that users in B/C circles remain the most dissatisfied lot. It appears that operators have not been focusing much on improving customer experience in these areas. They seem to be concentrating only on adding subscribers-one reason why B/C circles have witnessed the highest level of growth in recent months.

VAS Gains Prominence There seems to have been a huge uptake of SMS in the past year with 99% of the respondents using it. A major driver of SMS usage may have been the TV reality and game shows. Radio also emerged as a driver of SMS. Roaming was the most used VAS followed by ring tone downloads, caller tunes, call waiting, and voice mail. VAS usage among GSM and CDMA users was almost at the same level. Interestingly, the percentage of people aware of SMS, roaming, ring tone download /distribution, voice mail/voice messaging and game download/gaming came down compared to 2004. On the other hand, there was an increase in the awareness of services like caller tune, call waiting, call forwarding, Internet access, clip downloads, dial in services, mobile banking and data service/ticketing. The growing usage of VAS seems to be one of the reasons why awareness of 3G appears to be very high among Indian mobile users. As the VOICE&DATA survey found, a good 82% of them are aware of 3G. What is interesting is that more than 50% of those aware of 3G feel that the next generation mobile services would mean a better experience in services like instant messaging, video conferencing, video and music downloads and high-speed internet connectivity.

Billing Complaints Mount Billing complaints continued to mount though the jump was not as high as it was in 2004 when billing complaints went up to 23 per 100, from 9 per 100. Customer satisfaction with billing actually went down. Except for Reliance Infocomm, there was a significant decline in the satisfaction of all operators. Reliance Infocomm improved its score on the billing front by around 15 percentage points. However, only 10% said they would switch operators on account of discrepancy in billing. Compared to GSM users, CDMA users were more willing to change operators because of billing issues. What is good for customers is that operators are taking less time compared to 2004 to resolve billing related complaints. As the Indian market grows in size and users continue to mature, operators would surely face new challenges. The biggest challenge for operators would always be to ensure better customer experience. After all, only a highly satisfied customer can help operators get the maximum out of them. It's about time they gear up to do more than just acquiring customers.

MORE PEOPLE WILLING CHANGE FREQUENTLY

TO

The good news for handset vendors is that more people are now willing to change their handsets, and more frequently then ever before. In all, around 25% users are willing to change their handsets frequently. Of these, 76% said they will change their handsets in the next 3 to 12 months and 18% said they would do so in the next 12 to 24 months. CDMA handset owners seemed slightly more willing to change handsets than their GSM counterparts. Like mobile services, handsets too are not without problems. Poor battery life was the biggest concern of 38% of users. More CDMA users faced problems with battery than GSM users. A considerable number of both GSM and CDMA handset owners faced problems related to signal, software, and display. A good 17% felt that their phone had insufficient memory. Handset makers, it seems, will have to work harder to increase the satisfaction level of their customers. Nokia continued to lead the handset market with huge margins. In fact, the Finnish vendor considerably improved its market share as the leader. In 2004, Nokia had lost share to vendors like LG and Samsung. Both the Korean vendors and Motorola lost market share while Sony Ericsson gained. In GSM handsets, Nokia strengthened its leadership with a market share of 76.1. While Samsung remained at number 2, Sony Ericsson dislodged Motorola at number 3. In the CDMA segment, both LG and Samsung lost market share though the former remained at number 1. Nokia strengthened its position at number 2.

Which handset do you use

Sales/Pre Sales:

Overall: Time Taken for Activation:

GSM: Time Taken for Activation:

CDMA: Time Taken for Activation

Customer Care:

How long do you wait when you call the operator?

Idea BSNL Average Airtel Hutch BPL RTL CDMA Operators TTL Average RIL

Time (in minutes) 6.0 4.9 4.6 4.6 4.4 3.5 2.9

5.4 4.7

How long do you wait when you call customer care?

What is the preferred mode of interaction with customer care?

79% 70%

Pre-recorded Voice & Guided tour 21% 305

66%

34%

46% 69% 52% 67% 67% 68% 51%

54% 31% 48% 33% 33% 31% 49%

Customer Care Executive Seeking basic information Understanding a tariff plan Seeking information on new service/scheme Downloading ring-tone Complaining on network quality There is a long queue to talk Seeking a clarification on billing Reporting a billing discrepancy Reporting loss of handset Reporting a number for call barring Color in orange are preferred

Value-Added Services: Scores derived from seven questions such as satisfaction with roaming services, voicemail etc.

Which VAS are you aware of and use?

value-added services

SMS/Text messaging Roaming Voice mail/Voice messaging Call waiting Call forward Dial in services Caller tune Clip downloads Game downloading/distribution Ring tone download/distribution Internet access Data service/ticketing Mobile banking

GSM CDMA Idea Airtel BSNL Hutch RIM 98% 98% 96% 99% 97% 69% 72% 59% 74% 59% 365 42%

33%

45%

28%

48% 19% 13% 46% 10%

46% 23% 13% 49% 17%

35% 19% 12% 39% 12%

40% 20% 13% 51% 16%

31% 15% 4% 34% 4%

15% 17%

14%

19%

6%

55% 51%

47%

49%

51%

17% 22% 6% 9% 7% 10%

15% 9% 7%

22% 10% 13%

4% 3% 2%

The percentage of respondents who use specific services. For example, 98% of Idea subscribers surveyed use SMS etc.

USAGE OF VAS BY TECHNOLOGY GSM 100.00% 62.89%

CDMA 100.00% 63.96%

Voice mail/Voice messaging

29.74%

27.82%

Call waiting Call forward Dial in services Caller tune Clip downloads

38.89% 19.03% 10.78% 40.87% 12.49%

37.05% 17.91% 8.56% 27.48% 10.81%

Game downloading/distribution

13.88%

11.94%

Ring tone download/distribution

46.78%

41.55%

Internet access Data service/ticketing

17.53% 7.65%

16.10% 6.64%

SMS/Text messaging Roaming

Mobile banking

Billing There was a significant decline in user satisfaction for most operators, barring Reliance Infocomm.

OPERATOR-WISE BILLING DISCREPANCY GSM Hutch Airtel BSNL Idea

31.2% 30.6% 25.0% 22.5%

CDMA RIL TTL

28.6% 23.5%

Loyalty is a function of satisfaction with various aspects of services that the subscriber has experienced. Likelihood of staying with the same operator and intention to recommend it to others are important measures of loyalty. Therefore, we have looked at satisfaction against likelihood of staying and intention to recommend.

The Road to 3G Over 80% of users are aware of 3G. More than 50% of those aware of

3G feel that the next generation mobile services would mean a better experience in VAS

The Methodology The VOICE&DATA Mobile Users' Satisfaction Survey 2005 was conducted with a sample of 3,763 mobile users spread across different circles. This year we brought in sample from both urban as well as rural clusters in these circles. The survey covered 20 cities. These 20 cities included all metros as well as A, B & C category telecom circles. A Circle: Bangalore, Hyderabad, Ahmedabad, and Coimbatore. B Circle: Lucknow, Chandigarh, Trivandrum, Bhopal, Jaipur, Indore, Meerut, and Pune. C Circle: Guwahati, Dhanbad, and Patna.

The fieldwork for the survey was spread over the last week of November and 1st & 2nd weeks of December 2005. In order to arrived at overall satisfaction of the subscribers with their respective service providers, we have considered five broad areas that contribute to overall satisfaction-pre-sales & sales; network availability, performance & reliability; customer care; value-added services; and billing integrity. Based on a multiple regression based model with various individual parameters under these five areas we have arrived at the contribution (weights) of these five areas to overall satisfaction. These weights were then applied to the individual parameters in order to derive an overall satisfaction score at the operator, circle and national level for comparison.

For how long have you been using the mobile phone?

How much do you spend per month on your mobile connection?

For how long have you used your current service provider?

Comparison movement

of

Domestic

Research Methodology Objectives-

telecom

stock

First objective is find out about the telecom companies in Surat and their position • Second one is how much customers are satisfied with the company which they are using. • Which company is providing best services for the customers. • How much customers are satisfied with Airtel • Understand the market strategy adopting by the companies. •

• Research Design : Descriptive • Sampling Universe : Surat (Gujarat) • Sampling Unit: customer using the mobile connection • Sample Size : 200(Approx.) • Sampling Method : Probability sampling • Simple Random Sampling •

Analysis Plan :By pie chart and bar diagram

Primary Data The primary data, which is collected afresh and for the first time, and thus happen to be original in character. A primary survey was conducted at Surat City. The survey was carried out at various levels & the target group was Premium /Old users of Mobile. Questionnaires and surveys were used as an instrument to collect the primary data.

I made structured Questionnaires in which I get specified number of responses. Hence, the interviewee has to choose from among the alternatives given which helps me to come on conclusion. The following are the questionnaires, which help me. The other method, which I use to collect primary method:-

data, is survey

1. Personal interviews 2. Telephonic interviews

PRIMARY DATA

QUESSITONNAR E

SURVEY

PERSONAL INTERVIEWS

TELEPHONIC INTERVIEWS

Secondary Data The Secondary data are those, which have already been collected and through processed the statically process. We got the secondary data through:1. Internet 2. Various Walk In Queries Records 3. Books and periodicals.

4. Company publications (Bharti today) such as company policy statements, speeches by eminent personalities, sales literature etc. 5. I got the records of those people who already Airtel Existing customer.

Analysis-

I compared Airtel with other telecom companies like reliance,idia,Bsnl,Tata.I found after the research that Airtel have good plans,network,services and customer satisfaction level also.In Surat I found Airtel capturing the market fast. Airtel have good advantage compare to other telecom companies because of Airtel have good brand image and good services according to the customer satisfaction level.Trai (Telephone regulatory authority of India) have divided telecom sector in 23 circles.In all 23 circles Airtel have good network..Airtel provide 24 hour customer care services for the customers.Airtel have good tariff plans according to the customers.If we will take example of customer satisfaction of Airtel, Airtel have good satisfaction level.

Market ‘Share

Airtel BSNL Hutch Reliance idea

Level of Customer Satisfaction on basis of the sample

Network

50 40 30 20 10 0 Airtel

services plans & others

Network Reliance

LIMITATION 1. Lack of awareness: - In Surat city people are not too much aware

about all new plans, because there life is too much busy rather than other cities of INDIA. 2. High competition: - Due to the existence of many competitors,

mobile company gave promotional plans frequently that is why peoples confused to take new connection. 3. Rigid and traditional structure: - People believe in relation with

company.

4. Number Problem:- People don’t want to change numbers, because in

Surat there are lot off businessmen ,there business depends only on mobile/telephone. 5. Use old connection for status : - People used old connection, they

are too much unhappy with the service provider, but they can’t change company because of status symbol. 6. Company’s Policy:- Airtel gave the new plans (New Mega Value/Hit

Plan)only for those people who uses more than 700 Rs.per month. 7. The another limitation, which becomes constraints in on job training,

is climatic conditions. 8. Language/Geographical Problem: - I am very new in Surat that is

why I am facing both problems. 9. Rude behavior: - Many time we have to face very rude comments

from customers while having frequent survey. 10.Network problem:- As compared to other States Airtel in Gujarat is on 1800 MHz and other competitors are on 900 MHz. Because Airtel is on 1800 MHz, the indoor coverage is a big problem.

ConclusionToday’s Telecom industry is characterized by cut throat competition, so it is very important for a company, which wants to be a market leader to work out clear cut strategies and plug up loop holes. My project aims to the understanding Market Study of Bharti Airtel Limited through survey of Airtel specific Post-Paid plan’s, Network, Services, and Customer satisfaction with other competitors.

In the first phase research study, I adopted Questionnaire and survey method to find out awareness of Bharti Airtel Limited among people as compare to other service provider in Surat region. In the second phase research study I had to find out the various plans of competitor given to customer, what are the various schemes they prefer except Bharti Airtel Limited schemes? The study is to find out the market share of the Airtel in terms of the services, network, & the customer satisfaction.

SAMPLE QUESTIONNAIRE TO KNOW TELECOMMUNATION AWARENESS AMONG PUBLIC Name of the Person :Age:Occupation:Monthly Income: Address:Contact No:1) Are you aware of Telecom? (A) Yes (B) No 2) Which type of plan would you like? (A)Pre-paid (B) Post-paid

3) Are you satisfied with your current Mobile connection? (A)Yes (B) No 4) Have you ever used Post-paid connection? (A)Yes (B) No 5) From which Media you heard/listen about about New/Various Schemes of telecom. (A)Brochures (B) Newspapers (C) T-V-Channels (D) Others (E) Word of mouth 6) How would you rank a Telecom company? (A) Services (B) Network (C) Plans (D) Value added service (E) Brand value 7) Which schemes do you like the most? (A) Pre-paid (B) Post-paid 8) Are you satisfied with it? (A)Yes (B) No 9) Why you like it? (A) Better Plan (B) Economic (C) Any other reason 10) Which scheme would you use frequently? (A) Free talk time (B) Free SMS (C) Both of the above

(D) None of the above 11) Where do you spend your mobile bill? (A) Local mob-mob (B) Local mob-land-line (C) STD (d) SMS 12) How do you take mobile connection? (A) From any Outlets (B) Direct to head office (C) Sales Executive 13) Do you get any rebate/commission from that Place? (A)Yes (B) No 14) Do you feel more comfortable to take mobile From retail shop? (A)Yes (B) No (C) Don’t know 15) Which Mobile Company do you like most? (A) Airtel (B) Hutch (C) BSNL (D) Reliance (E) Tata Indicom (F) Idea 16) Why you take connection of this company Because of? (A) Network (B) Services (C) Schemes (D) Brand Name (E) Other

17) If you take connection of Airtel which scheme You will prefer? (A) New Mega Value- 299 (B) New Mega Value-399 (C) Hit-299 (D) Hit-399 (E) Hit-499 18) Can you suggest anybody to take this plan (A) Yes (B) No Appendix Questionnaire References/Bibliography • • • •

Bharti Today Wikipedia the free encyclopedia.htm Marketing Management(ICFAI Text book) Managerial Effectiveness

Bibliography / Website • •

www.airtel.in www.google.com