Project Airtel2007

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

A study on consumer satisfaction towards Airtel mobile in Coimbatore City (In the year of 2005)

CONTENTS CHAPTERS NO.

PARTICULARS

PAGE NO.

I

INTRODUCTION

1

II

REVIEW OF LITERATURE

11

III

PROFILE OF THE STUDY

16

IV

ANALYSIS AND INTERPRETATION

36

V

FINDING, SUGGESTIONS AND CONCLUSION

82

BIBLIOGRAPHY QUESTIONARE

86

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

LIST OF TABLES

TABLE TITLE NO. 1. Table showing the Age of Respondents. 2. Table showing the Gender of Respondents. 3. Table showing the Marital Status of the 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Respondents. Table showing the Educational Qualification of the Respondents. Table showing the Occupational Status of the Respondents. Table showing the Monthly Income of the Respondents. Table showing the Sources of Information of the Respondents. Table showing the Media of Advertisement of the Respondents. Table showing the Types of Schemes of the Respondents. Table showing the Types of Handset of the Respondents. Table showing the Migration between Schemes of the Respondents. Table showing the Call made per Day of the Respondents. Table showing the Types of Recharge of the Respondents. 2

PAGE NO.

36 38 40 42 44 46 48 50 52 54 56 58 60

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

14. 15. 16. 17.

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table showing the Sending SMS per Day of the Respondents. Table showing the Period of using Airtel of the Respondents. Table showing the STD calls per Day of the Respondents. Table showing the Types of Plan of the Respondents.

3

62 64 66 68

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

LIST OF EXHIBITS CHART TITLE NO. 1. Exhibits showing the Age of Respondents. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Exhibits showing the Gender of Respondents. Exhibits showing the Marital Status of the Respondents Exhibits showing the Educational Qualification of the Respondents. Exhibits showing the Occupational Status of the Respondents. Exhibits showing the Monthly Income of the Respondents. Exhibits showing the Sources of Information of the Respondents. Exhibits showing the Media of Advertisement of the Respondents. Exhibits showing the Types of Schemes of the Respondents. Exhibits showing the Types of Handset of the Respondents. Exhibits showing the Migration between Schemes of the Respondents. Exhibits showing the Calls made per Day of the Respondents. 4

PAGE NO. 37 39 41 43 45 47 49 51 53 55 57 59

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

13. 14. 15. 16. 17.

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Exhibits showing the Types of Recharge of the Respondents. Exhibits showing the Sending SMS per Day of the Respondents. Exhibits showing the Period of using Airtel of the Respondents. Exhibits showing the STD call per Day of the Respondents. Exhibits showing the Types of Plan of the Respondents.

5

61 63 65 67 69

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chapter 1 INTRODUCTION AND DESIGN OF STUDY In the modern age of globalization and society of knowledge-based nature telecommunication is vital for information. India has taken a number of measures to quickly expand and modernize its telecom infrastructure and as a result India’s tele density has almost doubled since 1999. Almost one thousand new telephone lines are being added in our country every single hour. There is a proposal to increase and expand its penetration into the rural and remote areas in the near future

Concept of service: A service is an act of performance offered by one party to another. Services are economic activities that create value and provide benefits for consumer at specific time and places, as a result of bringing about a desired change in or on behalf of recipient of the service. Service is those separately identifiable, essentially intangible activities which provide want satisfaction, and that they are not necessarily tied to the sale of product or another service. To produce a service may or may not require the use of tangible goods. However, when such use is required, there is no transfer of title to these tangible goods.

Communication The word ‘communication’ is derived from the Latin word “communis” which means common. Thus, communication means sharing ideas in common. It means verbal or written message, an exchange of information, a system of communicating and a process by which, words are exchanged between individuals through a common system of symbols. It also means a technique for expressing ideas effectively. Communication includes everything that may be used to covey meaning from one to another. The basics of communication viz., speaking, writing, reading and observing are important for success of communication.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Telephone Telephone is an important instrument for communication. Telephone is an instrument that sends and receives sound waves usually by means of electricity. Telephones provide a common method of talking to people at a distance.

About Airtel Airtel comes from Bharati Cellular Ltd a part of the biggest private integrated telecom conglomerate Bharathi Enterprise. Bharathi Enterprise has been at the forefront of technology and has revolutionized communication with its world-class products and service. Established in 1976 Bharathi has been a pioneering force in telecom with many firsts and innovations to its credit. Bharathi is a joint venture with world leaders like Singtel (Singapore telecom) in U.S.A, Telia Sweden Asian Infrastructure Find, New York, Life International Finance Corporation U.S. and so on. Bharati provides a range of telecom services, which include cellular, basic Internet and recently introduced national long distance calls. Bharathi also manufactures and exports telephone terminals and cordless phones apart from being the largest manufacturer of telephone instrument in India. It is also the first company to export its products to the U.S.A. Bharati is a leading cellular service provided with a footprint in 15 States covering all four metropolitan cities. It has over four million satisfied customers and touches the lives of 600 million peoples across 16 States of India

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Statement of problems Cellular phones have started to occupy an important place in the life of a common man. It is no longer considered as luxury. It is a necessity in our country. Cellular services are provided by the public sector as well as the private sector. Government regulates the cellular services industry. There are a number of companies, which offer services. The use of such services depends on the satisfaction of the mobile users. In Coimbatore city various mobile phone services are available. Some are Airtel, Aircel, BPL & BSNL. Here, an attempt has been made to study the extent of satisfaction of mobile users using Airtel. At this background, an attempt has been made to find out the answer for the following questions:  To what extent the customers are satisfied with the Aircel to Airtel

phones  Weather they got problems in using Aircel to Airtel

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Objectives of study  To study the significant relationship between the level of income of the respondents and their satisfaction to their cellular services. 

To study the significant relation ship between the media of advertisement and plan.

 To study the significant relationship between level of income and schemes.  To study the significant relationship between type of hand set and period of usage.  To study the significant relationship between age level and satisfaction.  To study the significant relationship between sex and type of schemes.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Methodology Research methodology is a way to systematically solve the research problem

Area of research The research was confined to Coimbatore city only. The research problem was to identify the services provided by Airtel

Sampling design A sample design is a definite plan to obtain a sample from a given population. It refers to the technology or procedure the researcher would adopt in selecting items for sample. It may lay down the number of items to be included in the sample.

The following steps are followed while developing the sample design for this research: The first step was to outline the set of object i.e., to select the users of mobile phones by random. It was an infinite universe as the number of users is infinite.

Defining sampling unit The second step was to identify the sampling units of the universe. It was based on geographical location. The city of Coimbatore was the one chosen for the user of cellular phone in the sampling unit.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Size of sample The fourth step was fixing the items to be selected to constitute a sample. The size of sample should not be excessive to constitute a sample. The size of sample should neither be excessively large, nor too small. It should be optimum. An optimum sample is one, which fulfils the requirements of efficiency of representatives, reliability &flexibility. Therefore taking into account the time frame and budgetary constraints, the sample size was chosen to be 100.

Tools and techniques used Primary data was collected through questionnaire. A questionnaire is a list of question sent to a number of persons for their opinions. Standardized result can be tabulated and treated statistically. It is also a device for securing answer to questions by using a form, with those using mobile phones. Research questions to measure the parameters were framed. A structured, non-disguised and closed – ended questionnaire was develop

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Analysis The data was tabulated and the figures keyed into MSEXCEL, spreadsheet. The data was analyzed statistically using  Percentage analysis  Two-way table  Chi – square test

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Limitations of the study  This research is geographically restricted to Coimbatore city only. Hence the result cannot be extrapolated to other places, even if Done it has to be with outskirts only.  The sample size is small due to the specified reasons.  Finding are based on sample survey,  All interview questions are undisguised or direct. Hence there is a scope for the respondents to be biased or pretentious.  The study covers mobile phone users only.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

CHAPTER SCHEME: The present study is classified into five chapters, they are: CHAPTER – I:

Entitled “Introduction and Design of the study” deals with the statement of the problem, objectives of the study, methodology for data collection, tools of analysis and limitation of the study.

CHAPTER – II: Entitled “Review of Literature” deals with the related studies in the area of cellular service. CHAPTER –III: Entitled “An Overview of Airtel service” deals with the Mobile concepts, Origin and Development, Objectives and Vision & Mission 2007. CHAPTER – IV: Entitled “Analysis and Interpretation of data” consists of percentage analysis, two way table, and Chi-Square analysis. CHAPTER – V: Entitled “Findings and Suggestions” highlights the findings of the study and suggestions to improve the Satisfaction of customers towards Airtel service.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chapter 2 Review of literature A brief literature would be of immense help to the researcher in going into the selected problem. The researcher would gain good background knowledge of problems by viewing certain studies. A reference to their earlier studies will be helpful. Samuvel1 in his study found that most of the respondents consider price, quality and price of instrument as important factors for selecting the handset and majority of the respondents are satisfied over the payment system, quality of services, coverage area, and attending the complaints.

Merra.j2 in her study found that majority of the respondents are for Delta Gram as it is cheaper than other modes and that they are satisfied with the charges of Delta Gram. Many respondents faced problems using Delta Gram.

Nandhini.N3 in her study shows that 88.8%of respondents felt cellular phone helps to deal business matter confidently and efficiently. The study shows that the attitude of respondents using cellular phones was not influenced by either education or occupation and income.

1Consumer satisfaction for customer service a study with reference to BPL cells, mobile phone and services, unpublished M.Phil dissertation submitted to Bhuneswari Coimbatore 2002 2Merra.j A study of consumer attitude towards Delta Gram unpublished

M.Phil.Dissertation submitted in 200 3Nandhini on investigation of use perception and attitude to cellular phones in Coimbatore in unpublished project submitted to Bharathiar University, Coimbatore, 2001. 15

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Thomas. P4 in his study revealed that telephone is used more by women because chances are more for using the phone and women may use home telephones for long duration than men.

Thangam Annamalai5

in his study found that 56%of the users

belong to general category. STD facility has been installed by majority of subscribers and respondents feel that the rates for local calls are reasonable whereas the STD calls rates are comparatively high.

Priya.N6

in her study found that highest frequency of calls made and received every day fell in the “three time category of 338%” and the number of calls made and received everyday are highly dependent on age.

A report states that7 “a India’s mobile telephone industry registered a growth of 51%in the last fiscal year out stripping fixed phone lines which grew by 9%”

A survey stated,8 “The total communication services marked in India was worth 503 billion rupees (10.9 billion dollars) for the year ended March 2003and had registered a growth of 5.1% from the previous year”.

A report states that9, “Enterprise segment accounts for 60%of the revenue of India’s telecom exhibit churn rates half that in the rental segment and the best customer acquisition costs that are 25% lower”.

4Thomas. p A study on mediated inter- personal communication with reference to nature of home telephone in Coimbatore, In unpublished submitted to Bharathiar University, April, 1998 5Annamalai, A study of telecommunication towards telecommunication service, unpublished dissertation submitted to Bharathiar University April 1991. 6Priya, A study of the users of and attitude towards rural telephone in nilgiris and ciombatore unpublished dissertation submitted to Bharathiar University April 2001 7Report - Consumer Voice, sep-oct.2003 8Survey - “Eighth national telecom survey report” voice and data 9Press report - Business World, May 21, 2003 16

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Latest cellular10 estimates pointed out the ‘cellular services has come down to 6.83 lakhs in Jan as against 7.51 lakhs in the previous month while cellular operations in 5 in metros managed to rope 1.22 lakhs subscribers”

Ajita Shashidhas and Sriram Srinivasan11 in an article started that “price war in telecom industry has commoditized the market that branding has taken a backseat”.

Ravi Prasad of Ravi Visveshraraya Prasad and Associates,12 a telecom management consultancy firm in an interview has stated that, “the mobile market in India is on its way to become a commodity, has tariffs and services quality which are the most important factors rather than the brand image”.

10Cellular estimates 11Ajita shasidas 12Ravi Prasad

- Business Line, Feb. 13, 2003 - Business Line, Aug 21, 2003 - Business Line, Aug 21, 200

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chapter 3 BUSINESS STATERGIES Bharathi tele – venture’s strategic objectives is “to capitalize on the growth opportunities that the company believes are available in Indian telecommunications market and consolidate its position to be the leading integrated telecommunication service provider in key markets in India, with a focus on providing mobile services.” The company has developed the following strategies to achieve its strategic objectives:  Focus on maximizing revenues and margins. Capture maximum

telecommunications

revenue potential

with

minimum geographical coverage.  Offer multiple telecommunications services to provide customers with a “one – stop shop” solution.  Position itself to tap data transmission opportunities and offer advance mobile data services. Focus on satisfying and retaining customers by ensuring high level of customer satisfaction. Leverage strengths of its strategic and financial partners Emphasis on human resources development to achieve operational efficiencies.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

History Cellular phone has become an integral part of our life. In India the mobile communication industry started when telecommunication sector was liberalized in 1992 and government invited the private sector to participate in telecommunication cellular services. The entire country was divided into four metropolitan cities and 19 telecom cities which where analogous to the states in India. Cellular licenses where awarded to the private sector first in the metropolitan cities of Delhi, Mumbai, Kolkatta and Chennai in 1994 and then in 19 telecom cities in 1995. The first metro cellular network started operating in 1995 in Kolkatta. When cellular services where first introduced in 1994 it was a duopoly. A maximum of two cellular operators could be licensed in each telecom circle, under a fixed license regains and for a license period of ten years. The initial response of the private sector was very encouraging. The attractiveness of the Indian market, the low tele density, the high demand and a bargaining middle class brought in some of the longest telecom players, foreign institutions and the major Indian industrialized houses in telecom. Again, a big change took place in the telecom industry when the Indian government introduced the New Telecom Policy (N.T.P) ’99. The N.T.P’98 is an extremely forward-looking policy. It significantly changed the dynamic of Indian telecom industry. It replaced the high cost fixed licensing regime with the lower cost primary structure through revenue sharing and also provided for a greater degree of competition and more flexibility in choice of more technologies. Now the cellular services are available in almost 1400 cities and towns of India with lower tariffs and increased coverage. There is also a resultant increase in the number of cellular subscribers.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Recent Developments The Indian market is poised to grow at an accelerated pace with the mobile population expected to touch 100 million by December 2005 and 210 million by 2010. With its constant focus on providing customers with a range of never-before innovative products and services, Airtel is in an enviable position to take advantage of this fast growth. Airtel has launched unique, customer-friendly handset bundling schemes and innovative tariff options to address all the new segments entering the category. Some fine examples of these are the highly successful Sachin Invitation Plan with a monthly rental of only Rs. 150 and the Airtel 012 plan. Airtel has also taken the lead in defining new segments in the market such as second connections in Airtel households and the expanding youth segment. To tap the latter, Airtel launched an exciting product through its tie up with MTV in August 2003 last year. With a current mobile penetration of just 19% in SEC A, B and C, this segment offers a potential of over eight million customers. The Airtel MTV card presents a whole host of youth - centric features that include fun-based, whacky games and contests on radio, as well as the Airtel, MTV and India Times websites. Airtel has leveraged its huge strength in the pre-paid segment by constantly innovating with relevant features for the value-conscious customers like balance on Screen. Another recent example is its path-breaking product, Easy Charge, which brought electronic recharging into the country. Today, Easy Charge is fast replacing paper coupons through its multiple benefits of anytime, anywhere and any value recharge, for an amount that could be as low as Rs. 50.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Special Messages and Tones •

A welcome message greets you as soon as you dial 100 to load your Airtel Prepaid Card for the first time and asks you for your language preference. If, for example, you choose English, you will hear all further messages and prompts in English only.

•

After your calling value reduces to SR20, a voice message will remind you, every time you make a call, to recharge your Airtel Prepaid Card.

•

When you have only 60, 30 or 10 seconds remaining during a particular call, you will hear 1,2, and 3 beeps respectively, to alert you that your Airtel Prepaid Card account balance will soon be reduced to zero and your call will get disconnected.

•

When you have reached the last 3 days till the expiry of the validity period of your Airtel Prepaid Card, you will be reminded about the same at regular intervals, every time you make a call.

PIN/PUK Number What is a PIN number? The Personal Identification Number (PIN) is a 4-digit security code programmed on your SIM card. What is my PIN number? Your PIN is 1234, to begin with. We strongly recommend you to change the PIN to your own personal code. Your handset user guide gives the full information on how to do this. Remember to enter 1234 the first time when your handset prompts you to ‘Enter PIN’.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

What is a PUK number? If incorrect PIN number is entered three times in succession, your SIM card will get blocked. To unblock it, you need the PUK (Personal Un-blocking Key) code. To know your PUK code you would need to call our Customer Care helpline on 600600. Your PUK number can also be found at the back of your starter pack. In case incorrect PUK code is entered ten times, your card will get permanently blocked and would need to be replaced at an additional charge. What is lifetime validity? Lifetime validity essentially means you pay a certain amount -- between Rs 950 and Rs 999 at the moment -- for a prepaid card and you get a mobile connection for life with free incoming calls. The one-time fee of Rs 900+ includes a small amount of talk time (between Rs 25 and Rs 100). The rest of the fee is the processing cost. The lifetime validity offer is ideal if you use your mobile phone only to receive calls and don't make too many calls -- or any calls at all.

Value Added Services •

Caller Line Identification (CLI) This feature on your Airtel Prepaid Card facilitates the display of the number that is calling your cellular. This facility comes to you at no extra charge and allows you to recognise the caller.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

•

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Voice Mail This feature allows voice messages to be delivered to your mail box in instances where you cannot be reached, your phone is switched off or you miss a call. There is no rental or registration fee for this service; however, there is a charge of 99 cents per minute to listen to your messages. You would need to call 600600 for a free registration before setting up your voice mailbox.

Retrieving Your Messages •

Dial 106 from your handset and follow the voice prompt (Your Password is set at default code 1111. This can be changed to your preferred 4-digit number.)

Helpful tips 1.You must keep your Airtel Prepaid Card very carefully. If it is lost/stolen/ misplaced, it cannot be deactivated and therefore may be misused. You will then lose out on any credit remaining on your card 2.Airtel Prepaid recommends that you recharge your card within your validity period and before your calling value drops to SR20. 3. If you do not get your card recharged within the 30 days of expiry of your validity period, your Airtel Prepaid Card will be deactivated 4. Airtel Prepaid strongly advises you to change your PIN from 1234 to a personal four-digit code for reasons of security 5. Retain your original receipt of purchase at all times. In case you need any assistance, please call our 24-hour Customer Care Helpline on 600600 (toll free) or just 100 from your cellular (toll free).

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Terms and Conditions A Provision of cellular services The company reserves the right to change the validity period at any time, at its sole discretion and without any notice whatsoever. B

Payments and charges The actual credit/calling value as per the Company’s records and played on the Interactive Voice Response (IVR) system of the Company, shall be treated as the correct value and be binding on the customer. Thus, deactivation, cancellation, barring, etc. 1.

shall be carried out on the basis of the credit as played on the said IVR system of the Company. 2. The details of the calls made or received on the card shall not be made available to the customers. The customer agrees that the Company need not entertain any correspondence/calls in this regard. The customer may, however, call the Company’s IVR system in order to know the residual calling value on the card. 3. Not all Value Added Services available with the Company can be made available in this connection. The Company is entitled to charge, vary, add, and withdraw any service and / or to vary the charges/prices on these services at its sole discretion. All Value Added Services are chargeable services. Any service which is not initially or at any stage charged by the Company may, at the sole discretion of the Company, be charged at any time subsequently and at the same shall be adjusted in the calling value automatically. Each Value Added Service is to be separately applied for. 4. Any increase /addition/introduction in taxes and /or levy of any taxes, levies, duties or any other statutory charges etc. (present/future) shall be to the customer’s account without any notice to him and at all times shall be added deemed to be part of the tariff.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

C Suspension and disconnection 1. The Company may at any time suspend the services wholly or partially and/or disconnect any customer equipment from the network for any reason which is found to be reasonable by the Company including any of the following circumstances: •

During technical failure, modification, repair or testing of the network.

•

Expiry of validity period and grace period, if any, and as specified by the Company from time to time.

•

Depletion of calling value as per Company records, such that no more calls are possible. 2. If the customer equipment or SIM card is lost or stolen the Company will not be in a position to take any action, or to be held liable for any make good.

3. The SIM card and the cellular number are and shall always be the sole property of the Company and shall be returned by the customer upon termination and/or deactivation or temporary suspension of services. The customer shall have no right to the same, at any point, for any reason whatsoever. D

Safe custody 1. The customer must ensure the safe keeping of the card, original receipt of purchase, and any other important documents, as these might be required from time to time under different circumstances during interface with the Company. 2. In case of lost/stolen/misplaced card etc., the entire reliability of the lost/misplaced etc., will be borne by the customer. No credit shall be given on the available balance of the lost/misplaced card etc. to the customer. 25

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

E

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Illegal usage

The customer shall not use the services for any unlawful or abusive purpose, or for sending obscene, indecent, threatening, harassing, unsolicited messages or messages affecting/infringing upon national or social interests, nor create any damage or risk to the Company or its network or customers or any other person, natural or legal whomsoever.

Services Airtel comes from Bharathi Cellular Limited – a part of the biggest private integrated telecom conglomerate, Bharathi Enterprise. Bharathi provides a range of telecom services, which include cellular, basis, and Internet and recently introduced national long distance calls Bharathi also manufacture and exports telephone terminals and cordless phones. A part from being largest manufactures of telephone instrument in India, it also exports products to the U.S.A. Bharathi is the leading cellular services provider with footprint in 21states covering all four metros and more than 8 million satisfied customers.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Airtel prepaid Airtel Prepaid, the cellular from Airtel comes from Bharathi Enterprise India’s leading integrated telecom service providers. Going mobile with Airtel prepaid is a new way of life with a host of great features, also simple to use, Airtel prepaid make every thing that dreams and believed, possible. Some of the many advantages that one enjoys with prepaid

 Total cost control Enjoy the liberty of the cost control with Airtel prepaid recharge facility according to the needs of customers

 No rentals We can get an Airtel prepaid card without paying any rent.

 No deposits We can get any Airtel prepaid card without paying any deposits.

 STD\ISD facility till the last rupee STD\ISD facility allows the user to make long distance calls in India and over seas from cellular phone.

 Instant balance inquiry Talk– calling calls toll free number can instantly can check time

 60second pulse Airtel provides a 60 second pulse rate.

 Instant recharge Airtel prepaid card avails instant recharge with just a few simple steps.  24 hours recharge e facility We can recharge Airtel prepaid card anytime anywhere availing 24 hours recharge facility.

 Call wait If you are on call &somebody else calls your number, your callwaiting feature alerts you with a special alert dibble tone you than have the option to put the call in process or hold &answer the new call or reject the incoming calls

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

It allows putting on going conservation on hold and calling someone or receiving a call from another person you may switch between two calls any time

 Call divert It allows you to divert the incoming calls to another mobile number or landline number of your choice, depending on your requirement.

 Short message services (SMS) SMS was an accidental success that took nearly everyone using mobile phones by surprise. Few peoples predicted that this service would take off.

Tariff in prepaid Pack name

Power

Talk more

Student

MRP

Rs .49

Rs.99

Rs.99

Rs.99

Student 365-1 year validity Rs.266

Talk time Validity

0 0

Rs.25 7days

Rs.25 7days

Rs.25 7days

Rs.75 365days

TN&Chennai Airtel Other mobiles

Re.1

75 p

Re.1

49 p

60 P

Re.1

75 p

Re.1

49 p

Landlines

Rs.2

Rs.1.20

Rs.2

Night calling local (10pm8am) Call 3 TN Airtel Mob full day Add on 2 Airtel prepaid no Mobiles & Land lines

39 p

39 p

30 p 10 p

Local (SMS)

Rs.2

Student 49p

Budget plus

999 life 1221 life time time Rs.999

Rs.1221

Re.1

Rs.25 Life time Rs.1.99

Rs.50 Life time Rs.1.20

Re.1

Re.1

Rs.1.99

Rs.1.20

Rs.1.50

Re.1

Rs.1.20

Rs.1.99

Rs.1.20

39 p

NA

39 p Airtel

39 p

NA

NA

NA

30 p

30 p

NA

NA

NA

NA

10 p

10 p

10 p

10 P

NA

NA

NA

Rs. 2. 49

Rs.2.74

Rs.2.74

365free,th

99 p

10 p

Rs.2.4

Free10 50 p

Rs.2

Rs. 2

Free100\

Free100 28

Rs.2 (Airtel)/ 2.4 50 p

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

National (Sms) International (Sms) Daily rental

0\day Then 15 p 50 p Rs.3 Re.1

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Rs.2 Rs.3

day \day Then15 p Then15 p 50 p 50 p Rs.3 Rs.3

Re.1 Rs.3

Rs.2 Rs.3

Rs1.99 Rs.4.99

Rs.1.99 Rs.4.99

NILL

Re.1

Re.1

NILL

NILL

NILL

Re.2

en 50 p

Airtel postpaid Airtel welcomes to a vibrant world of unlimited opportunities exciting, innovative yet simple news way to communicate, just when we want to, now just through words but ideas, emotions and feelings. To give unlimited freedom to reach special inn special way. An airtel post-paid customer can enjoy the following facilities: -

Easy billing Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience paying airtel bill online! Experience complete freedom with Airtel!

Caller identification Caller identification gives the power to know the phone no of calling party before answer your call, thus call, thus giving you the choice to either reject to take call. Provides the added advantage of saving 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.

Voice mail Voice mail lets you receives message even when handset is switched off or when the uses in outside coverage area. we can listen to message

29

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

where ever the user feel like from any where in the world voice mail can store upto 75 messages, with each message of two- minute duration

STD/ISD facility STD/ISD facility allows the user to make one distance calls in India.

Roaming (national and international) Airtel roaming services allows using mobile phone to make or receive calls almost anywhere in India and abroad enjoying roaming within the country as well as internationals destinations!

Call diverts call hold and call wait Avail of special services like call waiting, call hold land call divert – all with Airtel postpaid connections

Tariff in postpaid Monthly rental plans Rental Budget100 post plan paid plans

Talk more 199

Talklot 200 Plan

India home 299 plan

New India home 299 plan

Talk more 349 plan

India roam 399 plan

500

500

500

500

500

500

500

250

250

250

250

250

250

250

Initial charges Security deposits Activation charge

Monthly charges

30

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

Rent Clip charge

100 25

199 nil

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

200 nil

299 50

329 nil

299 50

399 Nil

0.60 0.60

Re.1 For2min 1.00

Local call charges – across Tamil nadir (Rs/min) Airtel mobiles Other mobiles Land lines

0.99

0.50

0.30

Re.1 Re.1 For2min For2min 1.00 1.00

1.20

0.50

0.75

1.20

1.00

1.20

1.00

1.00

1.20

1.00

Re.1 For2min 1.00

STD call charges (Rs/min) Airtel mobiles Other mobiles

2.40

2.0

2.40

1.00

1.00

2.25

2.40

2.40

2.40

1.00

1.00

2.25

SMS charges (Rs/Msg) Local National International

1.00 2.00 5.00

0.50 1.50 3.00

1.00 2.00 5.00

1.00 1.00 3.00

1.00 1.00 3.00

1.00 2.00 3.00

1.00 1.00 3.00

ISDcall charges (Rs/min) Slab1USA, Canada, Asia etc Row 1 Europe, Gulf,

7.20

7.20

7.20

7.20

7.20

7.20

7.20

9.99

9.99

9.99

9.99

9.99

9.99

9.99

31

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

Africa Row 2 other countries

40.00

40.00

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

40.00

40.00

40.00

40.00

40.00

Normal rates Normal rates

1.00

Normal rates

1.00

Roaming charges – airtel networks (Rs/min) Incoming calls Outgoing local call&sms Outgoing national calls&sms

Normal rates Normal rates

Normal rates Normal rates

Normal Normal rates rates Normal Normal rates rates

1.00

Normal rates

Normal rates

Normal Normal rates rates

1.00

32

1.00

1.00

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chapter 4 Analysis and interpretation Simple percentage analysis

Table no.1 Age of the respondents Age

No. Of respondents

Below 25 years 25 - 40 years Above 40 years Total

36 45 29 100

Percentage of respondents 36 45 29 100 INTERPRET

ATION

The above table indicates that 36%of the respondents are below the age group of less than 25years, 45%of the respondents belong to the age group of 25 - 40 years and 29% of respondents belongs to the age group of above 40 years.

33

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.1 EXHIBIT SHOWING AGE OF THE RESPONDENTS

50 45 40 35 30 25 20 15 10 5 0 Below 25 years

25 - 40 years

Above 40 years

No . of respondents

34

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.2. Gender of respondents Gender

No. of respondents

Male Female Total

69 31 100

Percentage of respondents 69 31 100

INTERPRETATION

The above table reveals that69 respondents are male and 31% of respondents are female.

35

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.2 EXHIBIT SHOWING GENDER OF THE RESPONDENTS

70 60 50 40 30 20 10 0

Male

Female

No. of respondents

36

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .3 Marital status Marital status

No. Of respondents

Married Unmarried Total

56 44 100

Percentage of respondents 56 44 100

INTERPRETATION From the above table, it is clear that 56% of respondents are married and 44%of respondents are unmarried.

37

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.3 EXHIBIT SHOWING MARITAL STATUS OF THE RESPONDENTS

60 50 40 30 20 10 0

Married

Unmarried

No. of respondents

38

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no. 4 Educational qualification Educational qualification No formal education Higher secondary level Under graduate Post graduate Total

No. Of respondents

Percentage of respondents

5

5

30

30

42 23 100

42 23 100

INTERPRETATION

The above table indicates that 23%of the respondents are post graduates, 42% of the respondents are under graduates, 30%of the respondents are higher secondary level, and 5%of the respondents had no formal education.

39

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.4 EXHIBIT SHOWING EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

45 40 35 30 25 20 15 10 5 0

No formal Higher Under education secondary graduate level

No. of respondents

40

Post graduate

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.5 Occupational status Occupation status Businessman Professional employee Government employee Private employee Total

No. Of respondents 32 18 22 28 100

Percentage of respondents 32 18 22 28 100

INTERPRETATION

The above table reveals that, 32% of respondents are businessman, 18% of respondents are professional employees, and 22% of respondents are government employees 28%of respondents are private employees.

41

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.5 EXHIBIT SHOWING OCCUPATIONAL STATUS OF THE RESPONDENTS

35 30 25 20 15 10 5 0 Businessman Professional employee

Government employee

No. of respondents

42

Private employee

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.6 Monthly income Income (Rs) Below 5000 5000 – 10,000 Above 10,000 Total

No. Of respondents 42 38 20 100

Percentage of respondents 42 38 20 100

INTERPRETATION

The above table indicates that, 42%of the respondents are in the income group below Rs 5000, 38% of the respondents are in the income group of Rs 5000 – 10,000 and 20% of the respondents are in the income group above 10,000.

43

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.6 EXHIBIT SHOWING MONTHLY INCOME OF THE RESPONDENTS

45 40 35 30 25 20 15 10 5 0

Below 5000

5000 – 10,000

Above 10,000

No. of respondents

44

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.7 Sources of information Sources Advertisements Friends& Relatives Agents Total

No. Of respondents 43 49 8 100

Percentage of respondents 43 49 8 100

INTERPRETATION

The above table reveals that 43% of respondents are aware through advertisements, 49% of respondents are aware through friends & relatives, 8%of respondents are aware through agents.

45

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.7 EXHIBIT SHOWING SOURCES OF INFORMATION OF THE RESPONDENTS

50 45 40 35 30 25 20 15 10 5 0

Advertisements

Friends&relatives

Series1

46

Agents

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.8 Media of advertisement Media Newspaper Poster Television Internet Total

No. Of respondents 19 11 43 27 100

Percentage of respondents 19 11 43 27 100

INTERPRETATION

From the above table it is clear that 19% of respondents are aware through newspaper, 11% of respondents are aware through poster, 43% of respondents are aware through television and 27% of respondents are aware through internet.

47

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.8 EXHIBIT SHOWING MEDIA OF ADVERTISMENTS OF THE RESPONDENTS

45 40 35 30 25 20 15 10 5 0

Newspaper

Poster

Television

No. of respondents

48

Internet

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.9 Type of scheme Scheme Prepaid Postpaid Total

No. Of respondents 53 47 100

Percentage of respondents 53 47 100

INTERPRETATION

From the above table it is clear that 53%of respondents are using prepaid and 47%of respondents are using postpaid

49

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.9 EXHIBIT SHOWING TYPES OF SCHEMES OF THE RESPONDENTS

53 52 51 50 49 48 47 46 45 44

Prepaid

Postpaid

No. of respondents

50

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.10 Type of handset Hand set Nokia Motorola Sony Ericsson Samsung Total

No. Of respondents 50 10 13 27 100

Percentage of respondents 50 10 13 27 100

INTERPRETATION

Out of the 100 respondents 50% of respondents are using Nokia hand set 10% of respondents are using Motorola, 13% of respondents are using Sony Ericsson, about 27%of respondents are using Samsung.

51

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.10 EXHIBIT SHOWING TYPES OF HAND SET OF THE RESPONDENTS

50 45 40 35 30 25 20 15 10 5 0 Nokia

Motorola

Sony Samsung Ericsson

No. of respondents

52

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no. 11 Migration between schemes Migration Yes No Total

No. Of respondents 57 43 100

Percentage of respondents 57 43 100

INTERPRETATION

Out of the 100 respondents 57% of respondents are migrating to various schemes, 43% of respondents are not migrating to other schemes.

53

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.1 EXHIBIT SHOWING MIGRATION BETWEEN SCHEMES OF THE RESPONDENTS

No

Yes

0

10

20

30

40

No. of respondents

54

50

60

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .12 Calls made per day Calls make per day Less than 5 calls 5-10 calls Above 10 calls Total

No. Of respondents 19 52 29 100

Percentage of respondents 19 52 29 100

INTERPRETATION

Out of the 100 respondents 19%of respondents are making less than 5 calls per day, 52%of respondents are making between 5-10 calls per day, 29% of respondents are making above 10 per day.

55

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.12 EXHIBIT SHOWING CALL MADE PER DAY OF THE RESPONDENTS

Less than 5 calls 5-10 calls Above 10 calls

56

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no. 13 Type of recharge Type of recharge Normal recharge Offer recharge Total

No. Of respondents 47 53 100

Percentage of respondents 47 53 100

INTERPRETATION

Out of the 100 respondents 47% of respondents are for normal recharge and53% of respondents are making offer recharge.

57

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.13 EXHIBIT SHOWING TYPE OF RECHARGE OF THE RESPONDENTS

58

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .14 Sending SMS per day SMS per day Below 5 5-10 SMS Above 10 Total

No. Of respondents 16 27 57 100

Percentage of respondents 16 27 57 100

INTERPRETATION

Out of the 100 respondents 16%of respondents are sending less than 5 SMS per day, 27% of respondents are sending SMS up to 5-10perday, 57% of respondents are sending above SMS 10 per day

59

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.14 EXHIBIT SHOWING SENDIHG SMS OF THE RESPONDENTS 60 50 40 30 20 10 0 Below 5

5-10 SMS

Above 10

60

No. of respondents

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no.15 Period of using Airtel Period 1 year 1-3 years Above3 years Total

No. Of respondents 29 32 39 100

Percentage of respondents 29 32 39 100

INTERPRETATION

Out of the 100 respondents 29% of respondents are using Airtel 1 year, 32% of respondents are using Airtel 1-3 years, 39% of respondents are using Airtel above 3years.

61

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.15 EXHIBIT SHOWING PERIOD OF USAGE OF THE RESPONDENTS

1 year 1-3 years Above3 years

62

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no 16 STD calls per day Calls Below 5 5-10 calls Above 10 Total

No. Of respondents 81 17 2 100

Percentage of respondents 81 17 2 100

INTERPRETATION

Out of 100 respondents 81% of respondents are making below 5 STD calls per day, 17% of respondents are making 5 – 10 STD calls per day, 2% of respondents are making above 10 STD calls per day

63

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.16 EXHIBIT SHOWING STD CALLS PER DAY OF THE RESPONDENTS

90 80 70 60 50 40 30 20 10 0 Below 5

5-10 calls

No. of respondents

64

Above 10

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no 17 Types of plan Plan Student Budget Budget plus Life time Total

No. Of respondents 44 20 32 4 100

Percentage of respondents 44 20 32 4 100

INTERPRETATION

Out of the 100 respondents 44% of respondents are in Student Plan, 20% are in Budget Plan, 32% are in Budget Plus Plan, and 4% of respondents are in Life Time Plan.

65

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

EXHABIT NO.3.17 EXHIBIT SHOWING TYPES OF PLAN OF THE RESPONDENTS

Student Budget Budget plus Life time

66

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

CHI-SQUARES TEST The chi – squares list is one of the simple and most widely used non – parametric lists in satisfaction work. The chi-squares distribution has very application is situations that involve the listing of hypothesis concerning discrete of qualitative data. The quality of chi- squares describes of the magnitude of discrepancy between theory and observation i.e. with the help of chi – squares list, we are in a position to know weather there is discrepancy between theory and observation may be attributed to chance or weather. If chi- squares are 0, it means that the observed and expected frequencies completely coincide. The x² is defined as X² =E (O – E) ² /E where O = refers to the observed frequency E = refers to the expected frequency

67

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chi – squares test Table no. 17 Relationship between income level and satisfaction Two-way table Income

Dissatisfaction

Satisfaction

Below 5000 5000-10000 Above 10000 Total

18 15 8 41

14 12 9 35

High satisfaction 10 11 3 24

Total 42 38 20 100

Chi – square table Ho – There is no relationship between income and level of satisfaction H1 – There is relationship between income and level of satisfaction O 18 14 10 15 12 11 8 9 3

E 17.22 14.7 10.8 15.58 13.3 9.12 8.20 7.00 4.8

(O –E) (O –E) ² /E 0.78 0.035 -0.7 0.033 -0.8 0.059 -0.58 0.021 -1.3 0.127 1.88 0.387 -0.2 0.004 2 0.571 -1.8 0.675 TOTAL 1.912

Calculated chi-squares value =1.912 Degree of freedom = 4 Table chi- square value = 9.488 From the above table it is found that the obtain chi – squares value (1.912) is lower than the table value (9.488) with 4 degree of freedom therefore it can be concluded that there is no relation ship between the income and level of satisfaction hence null hypothesis stating that the relation ship is retained.

68

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no 18 Relationship between media of advertisement and plan Two-way table Plan Media News paper Poster Television Bit notice Total

Student

Budget

8 3 19 14 44

3 3 8 6 20

Budget plus 7 4 14 7 32

Life time

Total

1 1 2 0 4

19 11 43 27 100

Chi – square table H0 – There is no relationship between the media of advertisement and plan. H1 - There is relationship between the media of advertisement and plan. O E O-E (O-E) ²/E 8 3 7 1 3 3 4 1 19 8 14 2 14 6 7 0 Total

8.36 3.80 6.08 0.76 4.84 2.20 3.52 0.44 18.92 8.60 13.76 1.72 11.88 5.40 8.64 1.08

-0.36 -0.80 -0.92 0.24 -1.84 0.80 0.48 0.56 0.08 -0.60 0.24 0.28 2.12 .60 1.64 -1.08

69

0.015 0.168 0.138 0.075 0.699 0.29 0.065 0.71 0.0003 0.041 0.004 0.04 0.37 0.067 0.311 1.08 4.0733

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Calculated chi-squares value = 4.0733 Degree of freedom = 9 Table chi- square value = 16.919. From the above table it is found that the obtain chi – squares value (4.0733) is lower than the table value (16.919) with 6 degree of freedom therefore it can be concluded that there is no relation ship between the media of advertisement and plan hence null hypothesis stating that the relation ship is retained.

70

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .19 Relationship between level of incomes and schemes Two-way table Schemes Income

Prepaid

Postpaid

Total

Les than 5000 5000 – 10,000 Above 10,000 Total

33 29 15 77

9 9 15 23

42 38 20 100

Chi – square table Ho – there is no relation ship between incomes and schemes. H1 – there is relationship between incomes and schemes. O 33 9 29 9 15 5 Total

E 32.34 9.66 29.26 8.74 15.40 4.60

O-E 0.66 -0.66 -0.26 0.26 -0.40 0.40

(O-E) ²/E 0.013 0.045 0.002 0.077 0.010 0.034 0.131

Calculated chi-squares value = 0.131 Degree of freedom = 2 Table chi- square value = 5.991 From the above table it is found that the obtain chi – squares value (0.131) is lower than the table value (5.991) with 6 degree of freedom therefore it can be concluded that there is no relation ship between the media of advertisement and plan hence null hypothesis stating that the relation ship is retained

71

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .20 Relationship between type of hand set and period of usage Two-way table

Period Hand set Nokia Motorola Samsung Sony Ericsson Total

1year

1-3 year

More than 3year

Total

14 2 4 9

17 4 4 7

19 4 5 11

50 10 13 27

29

32

39

100

Chi – square table Ho – there is no relation ship between type of hand set and period of usage H1 – there is relationship between type of hand set and period of usage. O 14 17 19 2 4 4 4 4 5 9 7 11 Total

E 14.50 16.00 19.50 2.90 3.20 3.90 3.77 4.16 5.07 7.83 8.64 10.53

O-E -0.50 1.0 -0.50 -0.90 0.60 0.10 0.23 0.16 0.07 1.27 1.64 0.47

72

(O-E)²/E 0.071 0.062 0.128 0.279 0.20 0.002 0.94 0.006 0.001 0.205 0.311 0.21 1.435

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Calculated chi-squares value = 1.435 Degree of freedom = 6 Table chi- square value = 12.592 From the above table it is found that the obtain chi – squares value (1.435) is lower than the table value (12.592) with 6 degree of freedom therefore it can be concluded that there is no relation ship between the type of hand set and period of usage. Hence null hypothesis stating that the relation ship is retained.

73

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .21 Relationship between age and level of satisfaction Two-way table Satisfaction Hand set Below 25 25 – 40 Above 40 Total

Dissatisfaction Satisfaction

High satisfaction

Total

15 17 4 41

8 14 3 24

36 45 19 100

13 15 7 35

Chi – square table Ho – there is no relation ship between age and level of satisfaction. H1 – there is relationship between age and level of satisfaction. O 15 13 8 17 15 13 9 7 3 total

E 14.76 12.6 8.64 18.45 15.75 10.8 7.79 6.65 4.56

O-E 0.24 0.4 -0.64 -1.45 -0.75 2.2 1.21 0.35 -1.56

(O-E) ²/E 0.003 0.012 0.047 0.112 0.035 0.448 0.187 0.018 0.533 1.395

Calculated chi-squares value = 1.395 Degree of freedom = 4 Table chi- square value = 9.488 From the above table it is found that the obtain chi – squares value (1.395) is lower than the table value (9.488) with 4 degree of freedom therefore it can be concluded that there is no relation ship between the age and level of satisfaction. Hence null hypothesis stating that the relation ship is retained.

74

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Table no .22 Relationship between sex and types of schemes. Two-way table Schemes Prepaid Sex Male Female Total

31 22 53

Post paid

Total

38 9 47

69 31 100

Chi – square table Ho – there is no relation ship between sex and types of schemes. H1 – there is relationship between sex and types of schemes. O 31 38 22 9 total

E 36.57 32.43 16.43 14.57

O-E -5.57 5.57 5.57 -5.57

(O-E)²/E 0.848 0.956 1.888 2.129 5.812

Calculated chi-squares value = 5.812 Degree of freedom = 1 Table chi- square value = 3.841 From the above table it is found that the obtain chi – squares value (5.812) is higher than the table value (3.841) with 1 degree of freedom therefore it can be concluded that there is relation ship between sex and types of schemes.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Chapter 5 FINDINGS, SUGGESTIONS AND CONCLUSION Findings  The majority of members are male.  The majority of respondents are belonging to age group of 25 -40.  The majority of respondents are graduate.  The majority of respondents are businessman.  The majority of respondents are married.  The majority of respondent’s monthly income is below Rs. 5000.  The majority of respondents prefer prepaid connections.  The majority of respondents are aware about Airtel by television.  The majority of respondents prefer student plan.  The majority of respondents get sources of information through friends and relatives.  The majority of respondents feel that advertisement is reliable.  The personal factor has no significant influence on type of connection.  The majority of respondents prefer Nokia handset.  The majority of respondents are migration to various schemes.  The majority of respondents receives up to 5 -10 calls per day.  The majority of respondents prefer offer recharge.  The majority of respondents send SMS more than 10 per day.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

 The majority of respondents are using Airtel more than 3 years.  The majority of respondents making STD call below 5 per day.  The majority of respondents having DOT connections.  The majority of respondents are aware about CHOTA recharge.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

SUGGESTIONS  Rental charges of postpaid may be reduced  SMS must not be restricted  Call charges from Airtel to landline must be reduced  Call charges from Airtel to other mobile must be reduced  Signals must be available in all places  Top up and recharge card must be available in all places  In life time card SMS must not be restricted

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

CONCLUSION By the entry of Airtel in the market there has been a celebration in the media. In can be an affordable commodity between mobile phones. Airtel mobile holders are very much satisfied with the service provided. Airtel should give more attention to redress the customer grievances .it concentrates more on coverage, roaming facility SMS facility etc., for better quality of services. Airtel has been at the centre of action for all through incredible passage of time. Technology is friendlier so that the customer gave more. The researcher has given some suggestions for the benefit of customers. If the suggestions are carried out the customers will be benefited in future.

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

BIBILOGRAPHY BOOKS:  Marketing Research

-

D.D.Sharma

 Marketing research

-

N.Beri.G.C

 Marketing management

-

Philip Kotler

 Business management

-

Dinkar Pagare

 Research methodology

-

C.R.Kothari

 Business communication

-

Dr.Rajendra Paul & Korali

 Consumer behaviour

-

Dr.Gupta.S.L & Sumitra Pal

JOURNALS & MAGAZINES:  Tele – crusader  Monthly journal of Bsnl employees union  IBM systems  Advertising express  Business world  Fortune India  Indian express  The Hindu  Journal of consumer research  Business media  Indian journal of marketing  Survey of Indian industry ‘05 Website address www.airtelworld .com 80

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

Questionnaire A STUDY ON CONSUMER SATISFACTION TOWARDSAIRTEL 1. Name

:

2. Age

:

□ below 25 □ 25 - 40 □ Above 40

3. Sex

:

□ Male □ female

4. Occupation Status

: □ Business man □ Govt Employee □ Private Employee □ Professional Employee

5. Marital Status

:

□ married □ unmarried

6. Educational Qualification

:

□ no formal □ HSC □ UG □ PG

7. Monthly Income

:

□ Less than 5,000 □ 5,000 – 10,000 □ Above 10,000

8. What handset are you using

:

□ Nokia □Motorola □ Samsung □ Sony Ericsson

9. At what price did you purchase it? □ Less than 3,000 □ Rs 3,000 – 5,000 □ Above 10,000

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CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

10.What type of scheme are you using in Airtel? □ Prepaid □ Post paid 11.If you use prepaid card, which plan would you prefer? □Student plan □ Budget plan □ Budget plus □ Lifetime 12.What is your opinion about call charge? □ Satisfied □ highly satisfied □ Dissatisfied 13.How long have you been using this Airtel mobile? □Below 1years □ 1 – 3years □ More than 3 years 14.Do you change the scheme regularly? □ yes □ No 15.How do you feel about the schemes offered in Airtel? □ Satisfied □Highly satisfied □ Dissatisfied 16.Are you satisfied with the Airtel Network Coverage? □ Satisfied □Highly satisfied □ Dissatisfied 17.How did you come to know about various schemes offered in Airtel? □Through Advertisement □ Friend &Relative □ Agents 18.Are you satisfied with the SMS services provided by Airtel? □ Yes □ No 19.How many SMS do you send regularly? □Below 5 □ 5-10 □ More than 10 20.Do you have DOT connection? □ Yes □ No 21.If so through which media? □ Newspaper □ Posters □ Television

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□ Pamphlets/Bit notice

CONSUMER SATISFACTION TOWARDS AIRTEL MOBILE (2005)

A.SUKUMAR., M.Com., M.Phil., Coimbatore, Tamil Nadu, India

22.How long have you been using it? □One year □ Less than one year □ More than two years 23. How many STD calls do you make per day?

□Below 5

□ 5 – 10

□ More than 10

24.Which type of recharge coupons would you prefer? □ Normal Recharge □ Offer Recharge 25.Do you prefer normal recharge? □ Yes □ No 26.Are you aware CHOTA recharge coupon? □ Yes □ No 27.If yes, how do you come to know? □ Friends □ Relatives □ Others 28.How many calls do you receive a day? □ Less than 5 □ 5 – 10 □ Above 10 29.What is the frequency of your recharging under Prepaid Scheme? □ Less than 1 month □ 1 – 2month □Above 2month 30. Give your suggestion to improve customer satisfaction.

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