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CUSTMER SWITCHING FROM AIRTEL TO OTHER SERVIICES TELECOM PROJECT REPORT

VIEWS: 33 PAGES: 85

  • pg 1
									                                               AIRTEL



                         INDEX

SL.NO                   CONTENTS             PAGE NO

  1.    EXECUTIVE SUMMARY.                     1-3


  2.    TELOCOMMUNICATION SECTOR IN INDIA.     4-16


  3.    INTRODUCTION OF THE COMPANY           17 – 32

  4.    ORGANISATION PROFILE                    33

  5.    ARTICLE                               34 – 36


  6.    RESEARCH METHODOLOGY.                 38 – 41

  7.    DATA ANALYSES AND INTERPRETATIONS.    42 – 64

  8.    HYPOTHESIS                            65 – 67

  9.                                          68 – 69
        FINDINGS.

 10.    SUGGESTIONS.                          70 – 71


 11.    CONCLUSION.                           72 – 73

 12.    BIBLIOGRAPHY.                           74

 13.    ANNEXURE.                             75 – 78




BABASAB PATIL                                        Page 1
                                                                                 AIRTEL

                             EXECUTIVE SUMMARY

       Established in 1985, Bharti Airtel has been a pioneering force in the telecom
sector with many firsts and innovations to its credit, ranging from being the first mobile
service in Delhi, first private basic telephone service provider in the country, first Indian
company to provide comprehensive telecom services outside India in Seychelles and first
private sector service provider to launch National Long Distance Services in India. Bharti
Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in
telecommunications services. Its subsidiaries operate telecom services across India. The
group has a total customer base of 6.45 million, of which 5.86 million are mobile and
588,000 fixed line customers, as of January 31, 2004. In mobile, Bharti’s footprint
extends across 15 circles.

Customer retention Strategies…
       Determine the strength of the company’s customer retention strategies by asking
existing customers whether they will recommend the company or not. Even though
customer relationships are one of the company’s most valuable assets, they are often one
of the most undervalued assets too. In the constant battle to gain new customers, it is easy
to over look the value existing customer relationship

All corporate profits are ultimately eared from conducting successful relationship with
customers. As the source of all your profits, customer relationships should be valued and
protected. Every customer relationship is an asset and has a economic value or Lifetime
Market Value (LMV). A customer’s Lifetime Market Value is determined by taking your
average customer transaction amount and multiplying it by the number of transactions he
or she will conduct with your organization over time.

Reasons Customers Leave:
      Move or Die 4%
      Other Company Friendship 5%
      Competition 9%
      Product Dissatisfaction 15%
      No Customer Contact Strategy 67%

BABASAB PATIL                                                                        Page 2
                                                                               AIRTEL


PROBLEM STATEMENT: “Formulation of Customer Retention strategies by
assessing reasons for switching over from Airtel to other service providers”

NEED FOR THE STUDY

          It helps the company to know the customers and their preferences, it helps the
company to know potential customers, and it also helps company to know competitors,

          It also helps the company to retain the customers and satisfy them, it helps the
company to increase its market share,

          It helps the researcher to know the company, its market share. Its potential, it
helps to know about different telecom companies. It helps the researcher to know about
the customer,

MAIN OBJECTIVES OF THE RESEARCH:

   1. To study the telecommunication sector in India.

   2. To study the reasons as to why the customers are switching from Airtel to other
          service providers.

   3. To find out the problems faced by Airtel postpaid users in particular.

   4. To carryout the competitor analyses.

METHODOLOGY

 The methodology to be adopted to fulfill the objectives of the project is as follows

           Observations

           Interview

           Accessing the company documents


BABASAB PATIL                                                                      Page 3
                                                                             AIRTEL




ACCESSING THE COMPANY DOCUMENTS

       To propose a system the availability of the relevant data is confirmed by
accessing the Company’s documents.

       These documents would be

      Order form

      Bills

      Customer form

PROPOSED OUTCOMES AND BENEFITS OF THE STUDY

       By carrying out this project we get more information about telecom sector, it
helps to know what the need of customers and their preferences are. We get to know
about the competitors. It helps to retain the customers by developing new strategies. We
can improve on the things they are lacking in by filling the gap.




BABASAB PATIL                                                                    Page 4
                AIRTEL




  TELECOMMUNICATI
        ON
   SECTOR IN INDIA




BABASAB PATIL     Page 5
                                                                                AIRTEL




      INTRODUCTION TO TELE COMMUNICATION SECTOR
          Telecommunication sector is a vital importance in economic development, is
witnessing phenomenal technological progress. The sea change in economic policies of
India is transforming Indian economy from a command and control to a liberalized and
globalized market economy. The changing economic policy is having its impact on the
telecom sector too. In pursuance of the Government's commitment to liberalization, the
FDI ceiling in the telecom sector was enhanced from 49 percent to 74 percent in certain
areas. The total FDI approved for telecom sector up to September 2005 was Rs 41,551
crores.

          Chairman of Telecom Dispute Settlement and Appellate Tribunal (TDSAT)
Justice (Retd) N Santosh Hegde said while India had eight million phones in 1995 and
with teledensity of mere 0.8 per cent, the figure rose to 141 million (93 million cellular
and 48 million landline) phones and teledensity to 12 per cent last year. The industry was
expected to increase its subscriber base to 250 million by the end of 2007.With 141
million gross subscriber base the telecom service industry is growing at the rate of 30 per
cent annually and its contribution to the country's Gross Domestic Product (GDP) is one
per cent, The telecom service industry with a turnover of Rs 90,000 crores during last one
year expected its contribution to GDP to rise by another one per cent over the next three
years, The government aims to connect 41,000 villages by March 2007 and extend
mobile coverage to at least 85 per cent of the country.



              Investment Requirement (Figure in Rs.Crore)




BABASAB PATIL                                                                      Page 6
                                                                                AIRTEL

                      PUBLIC         PRIVATE       RURAL
        YEAR         SECTOR          SECTOR        SECTOR         TOTAL YAERLY



     2004 - 2005      22,822          7,944        8,520              39,286


     2005 - 2006      23,963         10,981        9,210              44,154


     2006- 2007       24,161         17,281        11,010             53,452




            INVESTMENT REQUIREMENT(FIGURE IN Rs CRORE)


               120000
               100000
                 80000                                                  TOTAL YAERLY
   RUPEES        60000                                                  RURAL SECTOR
                 40000                                                  PRIVATE SECTOR
                 20000                                                  PUBLIC SECTOR
                       0                                                YEAR
                             1   2      3      4   5    6    7
                                            YEAR




       To increase the connectivity government has put the telecom sector into priority
sector list after liberalization policy. Government encouraged private participation in
telecom sector along with BSNL,VSNL,HTML,etc.to provide better service to the
consumers. Due to this many private players including MNC’s like AT &T, Hutchison,
British telecom Motorola, Telstra etc, and big Industrial houses like, Reliance, Tata have
entered this field as the consumers are unsatisfied with the DoT services the scope for the
private players increased.
       India has the sixth largest Network in the world. Telecommunication has helped
in developing India a leading Nation in the world.

BABASAB PATIL                                                                      Page 7
                AIRTEL




BABASAB PATIL     Page 8
                                                                                    AIRTEL




              Main players of the Telecommunication Industry
       The competition various across the segments but the current players include the
state owned operators as well as private operators.


In the public sector main players are:
    Bharat Sanchar Nigam Limited. (BSNL)
    Mahanagar Telephone Nigam Limited (MTNL)


In private sectors the main players are:
    Spice telecom
    Tata Indicom Limited
    Reliance Telecom Limited
    Bharti Teleservices Limited.
    Vodafone Essar
    Idea.

                             Chronological Overview

Year                Events
1851                First Telephones in India
1943                Nationalization of Telephone companies
1985                Dot was created
1986                Creation of MTNL &VSNL
1991                Telecom equipped liberalized
1994                Licenses for paging
                    Telecom policy announced
                    Guidelines for private sector participation in basic services
                    Cellular licenses issued for metros

BABASAB PATIL                                                                         Page 9
                                                                                 AIRTEL

                    Tenders for 2nd operator in basic services apart form Dot on circle
                    basis
1995                VSNL launches internet services
1996                TRAI formed
1998                Internet policy announced
1999                New telecom policy announced


       Telecom has become the new buzzword and the reforms measures announced by
the government are no less than a big bang for the growth of India’s technology sector.

BSNL

       On October 1, 2000 the Department of Telecom Operations, Government of India
became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL
is now India’s leading telecommunications company and the largest public sector
undertaking. It has a network of over 45 million lines covering 5000 towns with over 35
million telephone connections.

       The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile,
Internet and long distance services throughout India (except Delhi and Mumbai). BSNL
will be expanding the network in line with the Tenth Five-Year Plan (1992-97). The aim
is to provide a telephone density of 9.9 per hundred by March 2007. BSNL, which
became the third operator of GSM mobile services in most circles, is now planning to
overtake Bharti to become the largest GSM operator in the country. BSNL is also the
largest operator in the Internet market, with a share of 21 per cent of the entire subscriber
base

MTNL

       MTNL was set up on 1st April 1986 by the Government of India to upgrade the
quality of telecom services, expand the telecom network, introduce new services and to
raise revenue for telecom development needs of India’s key metros – Delhi, the political
capital, and Mumbai, the business capital. In the past 17 years, the company has taken


BABASAB PATIL                                                                       Page 10
                                                                                 AIRTEL

rapid strides to emerge as India’s leading and one of Asia’s largest telecom operating
companies. The company has also been in the forefront of 5 technology induction by
converting 100% of its telephone exchange network into the state-of-the-art digital mode.
The Govt. of India currently holds 56.25% stake in the company. In the year 2003-04, the
company's focus would be not only consolidating the gains but also to focus on new areas
of enterprise such as joint ventures for projects outside India, entering into national long
distance operation, widening the cellular and CDMA-based WLL customer base, setting
up internet and allied services on an all India basis.

       MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the
market for fixed wireline phones is stagnating, MTNL faces intense competition from the
private players—Bharti, Hutchison and Idea Cellular, Reliance Infocomm in mobile
services. MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a
decline of 5.8 per cent over the previous year’s annual turnover of Rs. 63.92 billion.

RELIANCE INFOCOMM

       Reliance is a $16 billion integrated oil exploration to refinery to power and
textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an
integrated telecom service provider with licenses for mobile, fixed, domestic long
distance and international services. Reliance Infocomm offers a complete range of
telecom services, covering mobile and fixed line telephony including broadband, national
and international long distance services, data services and a wide range of value added
services and applications. Reliance IndiaMobile, the first of Infocomm's initiatives was
launched on December 28, 2002. This marked the beginning of Reliance's vision of
ushering in a digital revolution in India by becoming a major catalyst in improving
quality of life and changing the face of India. Reliance Infocomm plans to extend its
efforts beyond the traditional value chain to develop and deploy telecom solutions for
India's farmers, businesses, hospitals, government and public sector organizations. Until
recently, Reliance was permitted to provide only “limited mobility” services through its
basic services license. However, it has now acquired a unified access license for 18
circles that permits it to provide the full range of mobile services. It has rolled out its


BABASAB PATIL                                                                      Page 11
                                                                                AIRTEL

CDMA mobile network and enrolled more than 6 million subscribers in one year to
become the country’s largest mobile operator. It now wants to increase its market share
and has recently launched pre-paid services. Having captured the voice market, it intends
to attack the broadband market.




TATA TELESERVICES

        Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies,
over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices
provides basic (fixed line services), using CDMA technology in six circles: Maharashtra
(including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka.
It has over 800,000 subscribers. It has now migrated to unified access licenses, by paying
a Rs. 5.45 billion ($120 million) fee, which enables it to provide fully mobile services as
well.

        The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90
million) to DoT for 11 new licenses under the IUC (interconnect usage charges) regime.
The new licenses, coupled with the six circles in which it already operates, virtually gives
the CDMA mobile operator a national footprint that is almost on par with BSNL and
Reliance Infocomm. The company hopes to start off services in these11 new circles by
August 2004. These circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata,
Orissa, Punjab, Rajasthan, Uttar Pradesh (East) & West and West Bengal.

VSNL

        On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly
Government owned corporation - was born as successor to OCS. The company operates a
network of earth stations, switches, submarine cable systems, and value added service
nodes to provide a range of basic and value added services and has a dedicated work
force of about 2000 employees. VSNL's main gateway centers are located at Mumbai,
New Delhi, Kolkata and Chennai. The international telecommunication circuits are


BABASAB PATIL                                                                      Page 12
                                                                                AIRTEL

derived via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g.
FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.

       The company's ADRs are listed on the New York Stock Exchange and its shares
are listed on major Stock Exchanges in India. The Indian Government owns
approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of
Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs,
Foreign Banks) is approximately 13 per cent and the rest is owned by Indian institutions
and the public. The company provides international and Internet services as well as a host
of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62 billion)
in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues being the
mainstay. To reverse the falling revenue trend, VSNL has also started offering domestic
long distance services and is launching broadband services. For this, the company is
investing in Tata Telservices and is likely to acquire Tata Broadband.

VODAFONE

       Vodafone Group Plc is the world's leading mobile telecommunications company,
with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the
United States through the Company's subsidiary undertakings, joint ventures, associated
undertakings and investments.

       The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the
United States the Group's associated undertaking operates as Verizon Wireless. During
the last two financial years, the Group has also entered into arrangements with network
operators in countries where the Group does not hold an equity stake. Under the terms of
these Partner Network Agreements, the Group and its partner networks co-operate in the
development and marketing of global services under dual brand logos.

       At 31 December 2006, based on the registered customers of mobile
telecommunications ventures in which it had ownership interests at that date, the Group
had 198.6 million customers, excluding paging customers, calculated on a proportionate
basis in accordance with the Company's percentage interest in these ventures.

BABASAB PATIL                                                                    Page 13
                                                                                 AIRTEL

IDEA

         Indian regional operator IDEA Cellular Ltd. has a new ownership structure and
grand designs to become a national player, but in doing so is likely to become a thorn in
the side of Reliance Communications Ltd. IDEA operates in eight telecom “circles,” or
regions, in Western India, and has received additional GSM licenses to expand its
network into three circles in Eastern India -- the first phase of a major expansion plan that
it intends to fund through an IPO, according to parent company Aditya Birla Group




MAJOR MARKET TRENDS

         The telecoms trends in India will have a great impact on everything from the
humble PC, internet, broadband (both wireless and fixed), cable, handset features, talking
SMS, IPTV, soft switches, and managed services to the local manufacturing and supply
chain.

         This report discusses key trends in the Indian telecom industry, their drivers and
the major impacts of such trends affecting mobile operators, infrastructure and handset
vendors.

Higher acceptance for wireless services

         Indian customers are embracing mobile technology in a big way (an average of
four million subscribers added every month for the past six months itself). They prefer
wireless services compared to wire-line services, which is evident from the fact that while
the wireless subscriber base has increased at 75 percent CAGR from 2001 to 2006, the
wire-line subscriber base growth rate is negligible during the same period.

         In fact, many customers are returning their wire-line phones to their service
providers as mobile provides a more attractive and competitive solution. The main
drivers for this trend are quick service delivery for mobile connections, affordable pricing



BABASAB PATIL                                                                       Page 14
                                                                                AIRTEL

plans in the form of pre-paid cards and increased purchasing power among the 18 to 40
years age group as well as sizeable middle class – a prime market for this service.

       Some of the positive impacts of this trend are as follows. According to a study, 18
percent of mobile users are willing to change their handsets every year to newer models
with more features, which is good news for the handset vendors. The other impact is that
while the operators have only limited options to generate additional revenues through
value-added services from wire-line services, the mobile operators have numerous
options to generate non-voice revenues from their customers.

       Some examples of value-added services are ring tones download, coloured ring
back tones, talking SMS, mobisodes (a brief video programme episode designed for
mobile phone viewing) etc. Moreover, there exists great opportunity for content
developers to develop applications suitable for mobile users like mobile gaming, location
based services etc. On the negative side, there is an increased threat of virus – spread
through mobile data connections and Bluetooth technology – in mobile phones, making
them unusable at times. This is good news for anti-virus solution providers, who will gain
from this trend.

MERGERS

       Demand for new spectrum as the industry grows and the fact the spectrum
allocation in done on the basis of number of subscribers will force companies to merge so
as to claim large number of subscribers to gain more spectrum as a precursor to the
launch of larger and expanded services. However it must also be noted that this may very
well never happen on account of low telecom penetration.

National Long Distance Services
           India’s national long distance market is estimated to be Rs.138 billion in
revenue, representing more than 30% of the total telecom services market. The market
has two segments: intra-circle (within the same state/ circle) and inter-circle (from one
state/ circle to another, including from cellular to fixed lines). Inter-circle revenues are
estimated to be Rs.57 billion (from 6.7 billion minutes), intra-circle revenues-Rs 48

BABASAB PATIL                                                                      Page 15
                                                                                AIRTEL

billion (from 20 billion minutes), and Rs. 3 billion from cellular calls. The national long
distance market is expected to be Rs.240 billion by 2007 and Rs 500 billion by 2010,
according to TRAI estimates. Of this, the inter-circle market is expected to grow to
Rs.170 billion by 2007. After remaining a monopoly of the Department of Telecom,
National Long Distance (NLD) services were opened to the private sector in August
2000. NLD licenses govern only inter-circle connectivity, but operators may provide
services in the short distance calling areas (SDCAs) through agreements with the basic
service providers in those areas. The NLD network consists of 322 long distance charging
areas (LDCAs) and licensees must roll out services in at least 15%of these within 2 years,
and cover all areas within 8 years. NLD operators may also enter basic circles by paying
an entry fee, thereby providing the full range of services. The National Long Distance
Operations (NLDO)
policy also allowed private Infrastructure Providers to set up telecommunications
infrastructure for captive as well as third party use.




Growth in the long distance market will emerge from the following factors:


    Voice tariff is expected to reduce by 20% annually, while traffic shall increase
       25%.
    Data, which has only 5% of traffic currently, will increase its share to 65% in
       2007
    Data transmission costs will come down significantly with economies of
       networking.


As of now, only two private operators – Bharti and Reliance- have obtained NLD
licenses, and are investing more than Rs 300 billion in national fiber optic backbones.
Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-
fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already
has 123600 km going to 238000 by 2005. Data transmission costs will come down

BABASAB PATIL                                                                     Page 16
                                                                                AIRTEL

significantly once network is in place, with economies of networking. Annually 20%
tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.


National Long Distance Market


       As of now, only two private operators – Bharti and Reliance- have obtained NLD
licenses, and are investing more than Rs 300 billion in national fiber optic backbones.
Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-
fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already
has 123600 km going to 238000 by 2005. Data transmission costs will come down
significantly once network is in place, with economies of networking. Annually 20%
tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.


International Long Distance Services
       Data transmission costs will come down significantly once network is in place,
with economies of networking. Annually 20% tariff fall expected while traffic increase
25%. Voice tariff will reduce by 70% by 2006. Rs 69 billion in revenue, in the year
ending March 2000, international traffic has been growing 16% in volume; though
revenues have stagnated.




International Long distance Market


International Traffic         1998-99         1999-00                 2000-01
Billion Minutes               1.93            2.23                    2.48
Rs. In Billions               67.5            69.0                    66.6
Source: VSNL Annual Report




BABASAB PATIL                                                                     Page 17
                AIRTEL




BABASAB PATIL    Page 18
                                                                               AIRTEL


                     COMPANY
                      PROFILE




              INTRODUCTION OF THE COMPANY
       Established in 1985, Bharti has been a pioneering force in the telecom sector with
many firsts and innovations to its credit, ranging from being the first mobile service in
Delhi, first private basic telephone service provider in the country, first Indian company
to provide comprehensive telecom services outside India in Seychelles and first private
sector service provider to launch National Long Distance Services in India. As of
December 31, 2003, Bharti had approximately 6.07 million total customers – nearly 5.5
million mobile and 569,000 fixed line customers.



VISION:

BABASAB PATIL                                                                    Page 19
                                                                               AIRTEL

     “To be globally admired for telecom services that delight customers”.

     most admired brand in India- By 2010

            o Loved by more customers

            o Targeted by top talent

            o Benchmarked by more business

 MISSION:

 We will meet global standards for telecom services that delight customers through:

     Customer Service Focus
     Empowered Employees
     Innovative Services
     Cost Efficiency


 OBJECTIVE OF THE COMPANY:
        “To capitalize on the growth opportunities that the Company believes are
 available in the Indian telecommunications market and consolidate its position to be the
 leading integrated telecommunications services provider in key markets in India, with a
 focus on providing mobile services”.


                               COMPANY PROFILE
 Corporate Structure

                                 BHARTI ENTERPRISES




                                        BHARTI TELEVENTURES            BHARTI GLOBAL
BHARTI TELETECH


BHARTI INFOTRAC
                           MOBILITY LEADERS                  INFOTEL LEADERS


                   CELLULAR SERVICES

 BABASAB PATIL                                                                   Page 20
                                LONG DISTANCE            FIXED LINE       BROADBAND


        BHARTI HEALTHCARE                                 BHARTI FOUNDATION
                                                                               AIRTEL




Bharti TeleVentures Ltd
       Bharti Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world-class products and services.

       Established in 1985, Bharti has been a pioneering force in the telecom sector with
many firsts and innovations to its credit, ranging from being the first mobile service in
Delhi, first private basic telephone service provider in the country, first Indian company
to provide comprehensive telecom services outside India and first private sector service
provider to launch National Long Distance Services in India. As of December 31st 2003,
Bharti had approximately 6.07 million total customers – nearly 5.5 million mobile and
569,000 fixed line customers.



BABASAB PATIL                                                                    Page 21
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   Its services sector businesses include Mobile operations in Andhra Pradesh, Chennai,
Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkatta, Madhya
Pradesh, Maharashtra, Mumbai, Punjab, Tamil Nadu and Uttar Pradesh (West) circle. In
addition, it also has a fixed-line operation in the states of Madhya Pradesh, Chattisgarh,
Haryana, Delhi, Karnataka and TamilNadu and Nationwide broadband and long distance
networks.

       Bharti Enterprises also manufactures and exports telephone terminals and cordless
phones. Apart from being the largest manufacturer of telephone instruments, it is also the
first telecom company to export its products to the USA. Bharti TeleVentures through its
subsidiaries offers fixed line, long distance and broadband services. These services are
offered under the Infotel Group. The Infotel group was created in 2002 in order to
develop operational synergies between these businesses.The company intends to merge
all the Infotel Group businesses that are currently offered by separate companies into one
single company – Bharti Infotel Limited. This integration will allow greater synergy in
the infrastructure and Sales and Solutions thereby enabling better customer service
delivery.

Bharti Infotel Limited will have 3 Strategic Business Units namely:

   1. Fixed Line
   2. Long Distance Division
   3. Group Data and Broadband




FixedLine:
      This Strategic Business Unit focuses on Voice and also on Last mile access for data
business and retail Internet business e.g. DSL, Dial up etc. The emphasis will be on
completing the link and servicing the customers in the circles.



BABASAB PATIL                                                                    Page 22
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       Bharti Tele-Ventures became the first private fixed-line service provider in India,
when the Company launched its fixed-line services in June 1998 in the city of Indore, in
the Madhya Pradesh circle. The Company’s fixed-line services are promoted under the
Touchtel brand.

       The Company has completed the construction of a 3,648-kilometer fiber optic
backbone linking 29 cities in Madhya Pradesh and Chattisgarh. Recently, the
Government opened the fixed-line industry to unlimited competition the Company
subsequently has started providing fixed-line services in the four circles of Delhi,
Haryana, Karnataka and Tamil Nadu.

Long Distance Division:

   Bharti TeleVentures classifies its long distance business into the following categories:

    National long distance, which comprises:

    Setting up infrastructure for carrying long distance traffic
    Carrying voice and data traffic within the country

International long distance, which comprises:

    Setting up a landing station to connect to international submarine cable systems
       developed by other infrastructure providers to facilitate transmission of
       international data traffic
    Providing international long distance services to carry voice and data traffic

       Bharti TeleVentures has entered into a license with the DOT to provide national
long distance voice and data services across India and is deploying an advanced fiber
optic network across India to provide such services to corporate and residential
customers. Bharti Tele-Ventures has launched its national long distance services for data
transmission services and for voice transmission services under the brand name India
One.


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       The Company has constructed a submarine cable landing station at Chennai,
which connects the submarine cable system being deployed by its affiliate to the other
submarine cable systems in order to provide access to international bandwidth.
       On July 19, 2002 the Company launched India’s first private international long
distance service.
       Bharti Tele-Ventures believes that the Company’s presence in key Indian mobile
and fixed-line markets will complement its long distance business, enabling the Company
to provide end-to-end telecommunications services to its key customers.

Group Data & Broadband Division:

       Bharti Tele-Ventures through its subsidiaries offers customized business
solutions. This SBU, which offers Group data and broadband services, enables us to get
sharply focused on the emerging data market. The unit leverages the infrastructure of the
entire Bharti Group including the infrastructure of Mobility to service its customers by
creating and selling customized business solutions. The Sales and Marketing departments
of Long Distance business (except Carrier Sales and ILD teams) works with the Group
Data and Broadband Business as with the data business teams in Fixed Line Circles.

       The Company believes that its strong presence in the Indian telecommunications
market, the depth and quality of the telecommunications services that the Company
currently offers and also the Company’s extensive knowledge of customer preferences
enhances the Company’s competitive position to provide such value added services.

       Bharti TeleVentures strategic objective for its data & broadband division is to
become a leading provider of secure, reliable and customized end-to-end network
solutions for data communication, especially to corporate customers.




PRODUCTS

        Post paid connection

BABASAB PATIL                                                                     Page 24
                                                                                AIRTEL

        Prepaid connection

        Calling cards

        Handy phones

        Airtel PCO

POST PAID CONNECTION

       Want to go Airtel and stay connected anytime, anywhere? Just visit a Airtel outlet
in your neighborhood and choose from a range of affordable Postpaid or Prepaid
connections.

PREPAID

       As per new government regulations, all prepaid customers must provide the
following documents along with the Enrollment form: Get your new Airtel Prepaid
connection at just Rs 99 and speak at the most attractive rates. What's more, you can top-
up your plan with some exciting offeRs Choose from unlimited validity, calls offer and
free SMS.

WORLDWIDE CALLING CARDS

       Now you can call anywhere in the world and save up to 30%. So you will no
longer need to worry about heavy STD / ISD bills or security deposits. Moreover, you'll
also be able to call STD / ISD directly from your Airtel phone, with complete control
over long distance usage. World Calling Cards are prepaid cards that allow you to make
STD / ISD calls from your Airtel phone.

       By using the World Calling Card to make long distance calls, you pay up to 30%
lower rates than regular landlines or postpaid / prepaid calls.

       What's more, with World Calling Cards, you can keep a tab on your long distance
usage, and no longer need to worry about surprisingly heavy ISD or STD bills.


BABASAB PATIL                                                                    Page 25
                                                                               AIRTEL

HOME CALLING CARDS

       Now you can call anywhere in the world from across 95 countries and save up to
90%. So you will no longer need to worry about heavy international roaming bills.
Home Calling Cards are prepaid cards that allow you to make calls from landlines, PCOs
& mobiles from across 95 countries. By using Home Calling Card to make long distance
calls, you pay up to 90% lower rates than international roaming charges.

CUSTOMER SUPPORT

       Our customer care personnel are available 24 X 7 to support you for call
completion requests, dialing instructions, country/city codes information, access number
information, unit balance and card expiration date.

AIRTEL SHOPS

       Whether you're looking for a new Airtel connection, or a fresh handset, you'll find
it here. You can also subscribe to any of our value added services or get more
information on them. Pay your bills, get your queries answered, and lots more. Airtel
Shops are located at very convenient locations around the country. Select your region to
find one near you.

MOBILE AIRTEL SHOPS

       Airtel Shops are going on the move, to bring our services closer to you and to
provide faster online service, right at your doorstep. You can visit a Mobile Airtel Shop
near you. Mobile Airtel Shops are currently only available in Mumbai, Gujarat,Chennai,
Karnataka, Kolkata, Andhra Pradesh, Delhi, Haryana and Maharashtra & Goa (except
Mumbai).




BABASAB PATIL                                                                    Page 26
                                                                                AIRTEL

AIRTEL TELESHOPS

       Did you know that a range of Airtel services are available in your very own
neighbourhood? Just walk into a Airtel Teleshop, just round the corner, for anything you
need. At a Airtel Teleshops you can buy a new postpaid or prepaid card, pay your bills,
reactivate your connection, and much more. So the next time you need some assistance,
be sure to head for the Airtel Teleshop. Select your region to find one near you.

AIRTEL @ YOUR DOORSTEP

       You don't need to step out of your home or office. Airtel will come to your
doorstep

SERVICES

NEWS

    Keep yourself updated on the latest from around the globe, directly through your
       Airtel phone.Stay in the loop, even on the move. Get the latest news directly on
       your Airtel phone. Know more Stocks, Bullion or Forex, keep up with the fast
       changing world of finance. Know more Contests, offers, updates and much more.
       All LIVE on your Airtel phone. Know more Astrology, Cricket, and News &
       Stock.

ASTROLOGY

    What do the stars have in store for you? Find out on your Airtel phone.

ENTERTAINMENT

    Plan your free evenings better, with the latest entertainment information from
       Airtel. Plus jokes, quizzes, music and much more.

MOVIES

    Get movie reviews, theatre details and more, just by pressing a few buttons.

BABASAB PATIL                                                                       Page 27
                                                                            AIRTEL



MUSIC

   From the latest music videos to Mobile Karaoke you can get it all.

JOKES

   Get your daily dose of humour on your Airtel phone.

DATING

   The easiest way to find yourself a date.

GAMES

   Get set to challenge yourself with over 400 games on Planet Airtel.

TELEVISION

   Get the latest TV listings directly on your Airtel phone.

CONTESTS

   Play some fun SMS based contests and win loads of prizes! Only on Airtel Play

SPORTS

   Get your adrenalines rushing, with the best from the world of sports, sent directly
     to your Airtel phone?

CRICKET

   Indulge your cricket mania by constantly staying updated, no matter where you
     are.

GRAND PRIX UPDATES

   Get the latest from the tracks, right on your Airtel phone.

BABASAB PATIL                                                                 Page 28
                                                                             AIRTEL



STOCKS, FOREX & BULLION

   Keep up with the changing world of finance.

ATMS

   Get the location of all the ATMs in your city, so you never run out of money.

MOBILE BANKING

   Just switch on your Airtel phone for all your banking needs.

COMMODITY PRICES / MANDI RATES

   Keep up to date with the latest rates of all commodities in your city.

TRAVEL

   Book tickets, check schedules, and fix fares. All without needing anything more
       than your Airtel phone.

TRAIN SCHEDULES

   Check availability, and keep an eye on your reservation, all through your Airtel
       phone.

RAILWAY BOOKINGS

   Don't waste time standing in queues. Book your train tickets the easy way.

FLIGHT BOOKINGS

   Pick your flight and get the best deals on air tickets through SMS.

TAXI FARES



BABASAB PATIL                                                                 Page 29
                                                                            AIRTEL

   Don't be at the mercy of cab-drivers. Find out how much your ride should cost
     you from your Airtel




RING TONES, DOWNLOADS

   Sing along with your Airtel phone, or play requests for friends who call. The
     choices are almost unlimited with tunes & download from Airtel.

CALLER TUNES

   Play your friends their favourite songs every time they call. Set caller tunes
     profiles as well.

BUSY CALLERTUNES

   Let your callers know when you're unable to take their calls.

SMS TONES

   Ring in every message you get with a tune of your choice.

RINGTONES

   Listen to your all-time favourite tune, or the latest chartbuster, with every call.
     And feel free to join the Tone Club too.

FUN CARDS

   The easiest way to get your favourite ringtones and caller tunes, at a shop near
     you.

LOGOS & PICTURE MESSAGES

   Spruce up your Airtel phone with your favourite logos and picture messages.

THEMES, WALLPAPERS & MORE

BABASAB PATIL                                                                 Page 30
                                                                               AIRTEL

   Log on to PlanetAirtel to download exciting stuff on your Airtel GPRS phone.




BHARTI’S MILESTONES:

2006
   Telecom Asia award – one of the most prestigious awards in the telecom sector:
   Sunil Bharti Mittal gets “The Best Asian Telecom CEO” award, 2006
   Bharti is the only Indian telecom to figure in this years Telecom Asia Award


2005

   At no three position in economic times 500 list, June 2005 top companies in India
   Silver trophy at the confederation of Indian industry National six sigma award
   World communications “Best Brand of the Year” award by London based E-map
       communication group.
   Telecom Asia awards 2005 one of the most prestigious awards in the telecom
       sector
   Sunil Bharti Mittal gets the “Best Asian Telecom CEO” award 2005

2004

   Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with
       infotech major IBM, estimated to be in the range of $700-750 million for a ten-
       year period.
   Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEA-
       ME-WE-4) consortium along with 15 other global telecom operators.
   India's leading cellular company Bharti Tele-Ventures has bagged the "Asian
       Mobile News operator of the year" award in India and the subcontinent

BABASAB PATIL                                                                   Page 31
                                                                              AIRTEL

2003

   Company accorded its approval for amalgamation of its subsidiary companies viz:
       Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and
       Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be
       renamed as "Bharti Infotel Ltd".
   Bharti Group's cellular brand Airtel has unveiled free multimedia messaging
       services (MMS) for its customers. The company has also rolled out pan-India
       GPRS (General Packet Radio Services) for its corporate subscribers
   Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its
       stake to 100% in Bharti Mobile

2002

   Bharti listed on National Stock Exchange, Bombay Stock Exchange and Delhi
       Stock Exchange on February 18, 2002.
   First Private Fixed Line Service, 'Touchtel' launched in Delhi, the capital of India
       on 4th March, 2002.
   Received letter of Intent from Government of India to provide international voice
       services
   Touchtel launched in Karnataka and Tamil Nadu.

2001

   Entered into a Joint Venture with Singapore Telecom, for Submarine Cable
       project between India and Singapore Entered into a Joint Venture with Singapore
       Telecom for National Long Distance Operations
   Acquired 100% stake in Kolkata Cellular Operations.
   Bought back British Telecom's 44% stake in Bharti Cellular.
   India's first private sector national long distance service, India One launched.
   First Private Fixed Line Service, 'Touchtel' launched in Haryana.

2000

BABASAB PATIL                                                                   Page 32
                                                                           AIRTEL

   New York Life International took stake in Bharti Cellular.
   Acquired controlling stake in Sky cell, Chennai. Singapore Telecom invested in
       Bharti - largest ever investment from Singapore in India.



1999

   EM Warburg Pincus, one of the largest International Private Equity Investors,
       joined BTVL.
   Acquired controlling stake in J T Mobiles - cellular Operator in Andhra &
       Karnataka (Now Bharti Mobile Ltd)

1998

   First ever Indian Private Fixed Line Service launched in Indore, Madhya Pradesh
       on 4th June, 1998 by BTNL.
   Joint Venture with BT for ISP Services
   Services launched in Seychelles.
   British Telecom consolidated its shareholding in Bharti Cellular.

1997

   British Telecom joined the Consortium of Bharti Cellular.
   License for Madhya Pradesh Fixed Line services obtained.
   Bharti & BT formed a joint venture Bharti BT Limited for VSAT services.

1996

   Commercial launching of Cellular Service "AIRTEL" by BCL in Delhi license
       area
   Formed 'Bharti Tele-Ventures Limited', a joint venture company with Telecom
       Italia - Italy, to promote a variety of telecom projects in India
   Launched Cellular Services in Himachal Pradesh


BABASAB PATIL                                                               Page 33
                                                                               AIRTEL

1995

   Formed Siemens Telecom Limited - a joint venture with Siemens - to market
       Telephone Terminals under the SIEMENS and the BEETEL brand names.
   Formed a consortium with Telecom Italia - Italy, to bid for Basic and Cellular
       Services under Bharti Telnet Limited

1994

   License for the Delhi cellular project granted

1993

   Awarded ISO 9002 Accreditation for Gurgaon factory

1992

   Formed a Consortium with SFR - France, Emtel - Mauritius and MSI - UK, to bid
       for Cellular Licenses for metropolitan cities under Bharti Cellular Limited

1991

   OEM Contract with Sprint USA for manufacture and export of telephone sets.

1990

   Tied-up with Lucky Gold star International Corporation of South Korea for
       manufacture of Cordless Telephones

1989

   Tied-up with Takacom Corporation, Japan for manufacture of Telephone
       Answering Machines

1985


BABASAB PATIL                                                                    Page 34
                                                                              AIRTEL

    BTL incorporated. Entered into a technical tie-up with Siemens AG of Germany
       for manufacture of Electronic Push Button Telephones




                              M/S MOBILE IN
              (AUTHORISED DISTRIBUTOR FOIR AIRTEL)
                                    JAMKHANDI
 M/s Mobile In is the authorized distributors for Airtel and also they are supplying the
products to the sub-dealer; they are supplying retailer in other area like.
Jamkhandi Taluka
      Jamkhandi city
      Banahatti
      Rabakavi
      Teradal
      Galagali
      Alagur
      Mahalingapur
Sub-Dealers,
             1. S C.Hubli (Banahatti)
             2. S A.Kaktikar (Terdal)
             3. S.A.Tigodoli (Galagali)


They deal in products of Airtel,

        Post paid connection


BABASAB PATIL                                                                  Page 35
                            AIRTEL

      Prepaid connection

      Calling cards

      Handy phones

      Airtel PCO




BABASAB PATIL                Page 36
                          AIRTEL




                ARTICLE




BABASAB PATIL              Page 37
                                                                                AIRTEL

                      Customer retention Strategies…

        Determine the strength of the company’s customer retention strategies by asking
existing customers whether they will recommend the company or not. Even though
customer relationships are one of the company’s most valuable assets, they are often one
of the most undervalued assets too. In the constant battle to gain new customers, it is easy
to over look the value existing customer relationship.

        All corporate profits are ultimately eared from conducting successful relationship
with customers. As the source of all your profits, customer relationships should be valued
and protected. Every customer relationship is an asset and has a economic value or
Lifetime Market Value ( LMV ). A customer’s Lifetime Market Value is determined by
taking your average customer transaction amount and multiplying it by the number of
transactions he or she will conduct with your organization over time.

Reasons Customers Leave:
      Move or Die 4%
      Other Company Friendship 5%
      Competition 9%
      Product Dissatisfaction 15%
      No Customer Contact Strategy 67%

If your customers begin to feel ignored or neglected, won’t they ultimately take their
business elsewhere?

Customer Retention - keeping customers - can be improved by explaining to your
employees - especially those on the front line who deal directly with your customers -
just how much each customer is worth to your business.

Customer Attrition - losing customers - can be dramatically reduced when all of your
employees work together to keep your existing customers satisfied.

Developing a Customer Retention Strategy is one way to keep existing customers content
and your new customers coming back for more.

Maintain high customer satisfaction levels and protect your customer relationships -
because satisfied customers are truly one of your company’s most valuable assets.




BABASAB PATIL                                                                      Page 38
                                                                                AIRTEL


                        Customer Retention Formula:
S.E.R.V. = Serve + Engage + Relate + Verify

SERVE your customers. So many companies seem to be forgetting this basic point.
Eventually, these organizations pay a stiff penalty. The customer must know that they are
going to walk through your doors and consistently receive the "WOW" experience. A
consistently positive customer experience will not only have customers returning, but will
have them referring their friends and family.
        Next, let’s break down and explore each part of the customer retention formula.

ENGAGE your customers. Connect with them whenever possible. Make the effort to
reach out to your customers at every opportunity. Know the names of your customers.
Know their likes/dislikes and know a little about what is happening in their lives. It’s not
difficult; it just takes a moment of actually speaking, listening and paying attention to
what they say.
        This part of the customer retention formula is clear about the importance of
building a connection with your customers. This connection will be what keeps customer
loyal to you and your company.

RELATE to your customers. Let them know that you understand their needs. Showing
indifference to your customers will only have them quickly turning to your competitors
for reassurance.
        Ensure your customers know how much you appreciate their business. People
want to be wanted. If they feel taken for granted and unappreciated, they will be an easy
target for your competition.

VERIFY that what you are doing is working. There cannot be too much follow up. Send
out customer service surveys. Drop in for courtesy calls - do whatever is necessary to
keep the communication flowing.

    Inspect what you expect when it comes to customer service.
    The principles of our customer retention formula are actually very simple. Bottom
     line, without customer service, there are no customers to serve.
    In order to keep your current customers and constantly gather new ones, you have
     to keep your customer service standards at the highest level possible.
    It’s a fact that many customers will go where they feel the most “cared for”.
     Despite what you might think, price is NOT the most important thing in the minds
     of many consumers.
    Take care of your customers and them, in return, will take care of you.
    Never allow your organization to lose sight of the customer retention formula.
     Success in customer retention is very basic - it will always be the little things that
     make all the difference.



BABASAB PATIL                                                                      Page 39
                AIRTEL




BABASAB PATIL    Page 40
                       AIRTEL




            RESEARCH
    METHODOLOGY




BABASAB PATIL           Page 41
                                                                               AIRTEL

                        TITLE OF THE PROJECT

 “FORMULATION OF CUSTOMER RETENTION STRATEGIES BY ASSESSING
    REASONS FOR SWITCHING OVER FROM AIRTEL TO OTHER SERVICE
                                     PROVIDERS”

       OBJECTIVES:

       1. To study the telecommunication sector in India.
       2. To study the reasons as to why the customers are switching from Airtel to
           other service providers

       3. To find out the problems faced by Airtel postpaid users in particular.

       4. To carryout the competitor analyses.

SAMPLE DESIGN:
Population for this research is 117 customers, who switched over from Airtel to other
service provider.


SAMPLE SIZE = 117.


SAMPLE AREA:


Jamkhandi Taluka,
    Jamkhandi city
    Banahatti
    Rabakavi
    Teradal
    Galagali
    Alagur




BABASAB PATIL                                                                      Page 42
                                                                              AIRTEL




SAMPLING METHOD:
  The process of drawing sample units from the population is called sampling method.
In order to have the unbiased results in the survey, the using method is100% sampling


DURATION OF THE PROJECT
Four Months Period of 10th Dec 2007 to 27th April, 2008


FIELD WORK
 This market research involved a fieldwork of 3 weeks where in I have administered pre-
tested questionnaire to customers. I have carried out the survey to 117 respondents by
having the personal interaction with them.


TOOLS USED FOR ANALYSIS:
       1. Sample testing in SPSS software
       2. Graphical Representation of Analysis:
               a. Pie charts
               b. Bar Diagrams


DATA COLLECTION APPROACH:

Primary data
Primary data is collected in two phases
   1) Within Jamkhandi city
   2) Out of Jamkhandi city (Jamkhandi Taluka)
   Primary data has been used to carry out the research successfully. The secondary data
   has been collected from various journals and publications. For the purpose of
   gathering primary data a structure and non-disguised questionnaire was designed to
   collect data from the customer. The questionnaire contains both open-ended and

BABASAB PATIL                                                                   Page 43
                                                                                AIRTEL

   close-ended questions.
Method of Communication:
 In order to minimize the bias in data collection, the method of personal interview was
adopted.

THE SOURCES OF THE DATA ARE AS FOLLOWS
The study relies to a great extent on primary data and to some extent on secondary data:


PRIMARY DATA:


      Questionnaire
      Observation and interview technique


SECONDARY DATA:
      Information is collected through internet
      From various text books
      Journals and magazines


LIMITATION OF THE STUDY;
The study is restricted in the scope owing to the following limitations:

   1. The study is limited to a particular geographical area that is Jamkhandi Taluka
       only.
   2. The information and data collected and analyzed is restricted to the researchers’
       knowledge and ability.
   3. The answers that I have got from the customers cannot be considered as totally
       perfect because of various personal and other limitations.
   4. Cost and time was also another limiting factor that affected the study.

 As customers expectations and experiences include more of psychological aspects the
survey made during a particular time period will give the information about the



BABASAB PATIL                                                                    Page 44
                                                                             AIRTEL

customers during that particular time period. In order to be up-to-date in understanding
the level of satisfaction periodic surveys are necessary.




          ANALYSIS
             AND
       INTERPRETATION




BABASAB PATIL                                                                  Page 45
                                                                                  AIRTEL




1 .WHICH OF THE AGE GROUP DO YOU BELONG?
STATISTICS:

                         N                   Valid                        117
                                            Missing                        0
                     Mean                                              3.5556
                     Median                                            3.0000
                     Mode                                              3.00


                                                                             Cumulativ e
                                   Frequenc y   Percent    Valid Percent      Percent
            Valid    21 - 25 YEARS        62        53.0            53.0           53.0
                     26 - 30 YEARS        45        38.5            38.5           91.5
                     31 - 40 YEARS        10         8.5             8.5          100.0
                     Total               117       100.0          100.0

GRAPH:


                31 - 40 Y EARS
                10.00 / 8.5%




                                                                 21 - 25 Y EARS
                26 - 30 Y EARS
                                                                  62.00 / 53.0%
                45.00 / 38.5%




INTERPRETATION:
   The above graph shows that out of 117 sample respondents, 53.0% (62) are the
    group of age 21 – 25 years, 38.5% (45) are 26 – 30 years and 8.5 % (10) are
    belongs to 31 – 40 years old.

BABASAB PATIL                                                                      Page 46
                                                                                AIRTEL

   From the inference it can conclude that majority of the sample respondents
    belongs to the age group of 21 – 25 years old.



2. WHICH OF THE PROFESSION DO YOU BELONG?
STATISTICS:

                         N                  Valid                         117
                                           Missing                         0
                     Mean                                              2.1282
                     Median                                            2.0000
                     Mode                                              1.00


                                                                                Cumulativ e
                                   Frequenc y   Percent    Valid Percent         Percent
            Valid   STUDENT               49        41.9            41.9              41.9
                    BUSINESSMEN           28        23.9            23.9              65.8
                    GOVT, EMPLOYEE        34        29.1            29.1              94.9
                    DOCTOR                 6         5.1             5.1             100.0
                    Total                117       100.0          100.0


GRAPH:

                     DOCTOR
                     6.00 / 5.1%




                     GOVT, EMPLOY EE
                                                                   STUDENT
                     34.00 / 29.1%
                                                                49.00 / 41.9%




                     BUSINESSMEN
                     28.00 / 23.9%




INTERPRETATION:

   The above graph shows that out of 117 sample respondents, 41.9% (49) are the
    students, 29.1% (34) are Govt, employees, 23.9% (28) are Businessmen and 5.1
    % (6) are doctors.

BABASAB PATIL                                                                     Page 47
                                                                               AIRTEL

   From the inference it can conclude that majority of the sample respondents
    belongs to the profession is students.




3. STATE THE REASONS FOR USING THE POSTPAID CONNECTION?
STATISTICS:
                         N                    Valid                         117
                                             Missing                         0
                      Mean                                               3.3675
                      Median                                             3.0000
                      Mode                                                3.00

                                                                                    Cumulativ e
                                         Frequenc y    Percent    V alid Percent     Percent
          V alid   EA SE OF PA Y MENT            5          4.3              4.3            4.3
                   A TTRA CTIVE
                                                20        17.1             17.1           21.4
                   SCHEMES/PA CKA GES
                   ECONOMIC                     40        34.2            34.2            55.6
                   LONG TA LKING HOURS          31        26.5            26.5            82.1
                   A NY OTHER                   21        17.9            17.9           100.0
                   Total                       117       100.0           100.0

GRAPH:


                                                              EASE OF PAY MENT

               ANY OTHER                                             5.00 / 4.3%

               21.00 / 17.9%                              ATTRACTIVE SCHEMES/P
                                                                   20.00 / 17.1%




               LONG TALKING HOURS

               31.00 / 26.5%

                                                                     ECONOMIC
                                                                   40.00 / 34.2%




INTERPRETATION:



BABASAB PATIL                                                                      Page 48
                                                                                       AIRTEL

   The above graph shows that out of 117 sample respondents, 34.2% (40) are for
    economic, 26.5% (31) are for long talking hours and remaining 39.3% (46) are for
    like attractive schemes, ease
   From the inference it can conclude that majority of sample respondents are use
    post paid connection because it is economical.



4. WHAT INFLUENCE YOU IN SHIFTING YOUR BRAND?

STATISTICS:
                             N                      Valid                           117
                                                   Missing                           0
                          Mean                                                   2.2393
                          Median                                                 2.0000
                          Mode                                                   1.00


                                                                                        Cumulativ e
                                              Frequenc y   Percent    V alid Percent     Percent
               V alid   BILLING                      45        38.5             38.5          38.5
                        CLA RITY OF SOUND
                        A ND CROSS                   22       18.8             18.8               57.3
                        CONNECTION
                        NOT A TTRA CTIV E
                                                     27       23.1             23.1               80.3
                        SCHEMES
                        LA CK OF COMPLA INT
                                                     23       19.7             19.7              100.0
                        HANDLING
                        Total                       117      100.0           100.0

GRAPH:


                          LACK OF COMPLAINT HA
                          23.00 / 19.7%


                                                                                       BILLING
                                                                                45.00 / 38.5%




                          NOT ATTRACTIVE SCHEM
                          27.00 / 23.1%




                                                                      CLARITY OF SOUND AND
                                                                                22.00 / 18.8%




BABASAB PATIL                                                                             Page 49
                                                                                        AIRTEL

INTERPRETATION:
   The above graph shows that out of 117 sample respondents, 38.5% (45) are for
    Billing, 19.7% (23) are for lack of complaint handlings,18.8% (22) are for clarity
    of sound and cross connection and remaining 23.0% (27) are for not attractive
    schemes,
   From the inference it can conclude that People shift from Airtel to other service
    providers due to billing issues and lack in complaint handling.

4. A1. DO YOU FIND HIGH RATE PER PULSE?
STATISTICS:

              N                             Valid                           45
                                           Missing                           0
           Mean                                                          1.4444
           Median                                                        1.0000
           Mode                                                          1.00

                                                                          Cumulative
                               Frequency     Percent    Valid Percent      Percent
              Valid    YES            25         55.6           55.6            55.6
                       NO             20         44.4           44.4           100.0
                       Total          45        100.0          100.0

GRAPH:

               NO
               20.00 / 44.4%




                                                                                Y ES

                                                                        25.00 / 55.6%




INTERPRETATION:

BABASAB PATIL                                                                            Page 50
                                                                                 AIRTEL

   The above graph shows that out of 45 customers, 55.6% (25) have feel that Airtel
    is providing high pulse per rate and remaining 44.4% (20) have satisfied with the
    high pulse per rate.

     From the inference it can conclude that Majority of the sample respondents
      “feels” that Airtel pulse rates are relatively high.




4. A2. HIGH FIXED RENTAL
STATISTICS:

              N                            Valid                          45
                                          Missing                           0
           Mean                                                        1.2444
           Median                                                      1.0000
           Mode                                                        1.00

                                                                        Cumulative
                              Frequency     Percent    Valid Percent     Percent
              Valid   YES            34         75.6           75.6           75.6
                      NO             11         24.4           24.4          100.0
                      Total          45        100.0          100.0




BABASAB PATIL                                                                        Page 51
                                                                            AIRTEL

GRAPH:



              NO

              11.00 / 24.4%




                                                                     Y ES

                                                             34.00 / 75.6%




INTERPRETATION:

   The above graph shows that out of 45 sample respondents, 75.6% (34) have feel
    that the company is providing high fixed rental and remaining 44.4% (11) are
    satisfied with the fixed rental.

   From the inference it can conclude that Majority of the sample respondents
    “feels” that Airtel rents are relatively high.



4. A2. JUMPS IN CALL

STATISTICS:

              N                     Valid                      45
                                   Missing                       0
          Mean                                              1.5556
          Median                                            2.0000
          Mode                                              2.00




BABASAB PATIL                                                                Page 52
                                                                                      AIRTEL

                                                                         Cumulative
                                Frequency     Percent    Valid Percent    Percent
              Valid   YES              20         44.4           44.4          44.4
                      NO               25         55.6           55.6         100.0
                      Total            45        100.0          100.0

GRAPH:




                                                                                   Y ES
                                                                           20.00 / 44.4%



                      NO

                      25.00 / 55.6%




INTERPRETATION:


   The above graph shows that out of 45 sample respondents, 55.6% (25) have not
    having the complaint regarding “jumps in call” and remaining 44.4% (11) have
    experienced that the company is having the complaint of “jumps in call”.

   From the inference it can conclude that majority of the people not having the
    complaint regarding “jumps in call”




4. B.1. DISTARBANCE


STATISTICS:

              N                              Valid                        22
                                            Missing                        0

BABASAB PATIL                                                                              Page 53
                                                                                  AIRTEL

           Mean                                                       1.3636
           Median                                                     1.0000
           Mode                                                       1.00

                                                                       Cumulative
                              Frequency    Percent    Valid Percent     Percent
              Valid   YES            14        63.6           63.6           63.6
                      NO              8        36.4           36.4          100.0
                      Total          22       100.0          100.0

GRAPH:

               NO
               8.00 / 36.4%




                                                                                 Y ES
                                                                         14.00 / 63.6%




INTERPRETATION:


   The above graph shows that out of 22 sample respondents, 63.6% (14) have
    complaint regarding “disturbance” and remaining 36.4% (8) do not have the
    complaint regarding “disturbance”.

   From the inference it can conclude that “Disturbance” was a major technical issue
    for the surveyed sample respondents.

4. B2. ONE-WAY COMMUNICATION


STATISTICS:

              N                           Valid                         22

BABASAB PATIL                                                                           Page 54
                                                                                    AIRTEL

                                           Missing                          0
          Mean                                                          1.7727
          Median                                                        2.0000
          Mode                                                          2.00

                                                                         Cumulative
                               Frequency     Percent    Valid Percent     Percent
            Valid    YES               5         22.7           22.7           22.7
                     NO               17         77.3           77.3          100.0
                     Total            22        100.0          100.0

GRAPH:



                                                                                   Y ES
                                                                            5.00 / 22.7%




                    NO
                    17.00 / 77.3%




INTERPRETATION:



   The above graph shows that out of 22 sample respondents, 77.3% (17) do not
    have the complaint regarding “one way communication” and remaining 22.7% (5)
    have complaint regarding “one way communication”.

   From the inference it can conclude that majority of the people do not have
    complaint regarding “one way communication”.




4. B3. CROSS CONNECTION



BABASAB PATIL                                                                             Page 55
                                                                                        AIRTEL

STATISTICS:

              N                             Valid                          22
                                           Missing                          0
          Mean                                                          1.6364
          Median                                                        2.0000
          Mode                                                          2.00

                                                                         Cumulative
                               Frequency     Percent    Valid Percent     Percent
              Valid   YES              8         36.4           36.4           36.4
                      NO              14         63.6           63.6          100.0
                      Total           22        100.0          100.0

GRAPH:




                                                                                 Y ES
                                                                         8.00 / 36.4%




               NO

               14.00 / 63.6%




INTERPRETATION:


   The above graph shows that out of 22 sample respondents, 63.6% (14) do not
    have the complaint regarding “cross connection” and remaining 36.4% (8) have
    complaint regarding “cross connection”.

   From the inference it can conclude that majority of the people do not have
    complaint regarding “cross connection”.



4. C1. INTRA CIRCLE CALL RATE
BABASAB PATIL                                                                            Page 56
                                                                                        AIRTEL


STATISTICS:

              N                             Valid                         27
                                           Missing                          0
          Mean                                                         2.6667
          Median                                                       3.0000
          Mode                                                         2.00
                                                                                 Cumulativ e
                                      Frequenc y   Percent    Valid Percent       Percent
              Valid    MEDIUM                13        48.1            48.1            48.1
                       HIGH                  10        37.0            37.0            85.2
                       VERY HIGH              4        14.8            14.8           100.0
                       Total                 27       100.0          100.0

GRAPH:


                      VERY HIGH
                      4.00 / 14.8%




                                                                                   MEDIUM
                                                                              13.00 / 48.1%



                      HIGH
                      10.00 / 37.0%




INTERPRETATION:

   The above graph shows that out of 27 sample respondents, 48.1% (13) feel that
    “intra circle call rate” are medium compared with other services, 37.0% (10) of
    sample feel “high”, and remaining 14.8% (4) of sample feel “very high”

   From the inference it can conclude that majority of the sample feel that “intra
    circle call rate” is medium compared with other services.




BABASAB PATIL                                                                                 Page 57
                                                                                        AIRTEL

4. C2. INTER CIRCLE CALL RATE

STATISTICS:

              N                             Valid                          27
                                           Missing                           0
          Mean                                                          2.7037
          Median                                                        3.0000
          Mode                                                          3.00
                                                                                 Cumulativ e
                                      Frequenc y   Percent    Valid Percent       Percent
              Valid   MEDIUM                 11        40.7            40.7            40.7
                      HIGH                   13        48.1            48.1            88.9
                      VERY HIGH               3        11.1            11.1           100.0
                      Total                  27       100.0          100.0

GRAPH:


                      VERY HIGH
                      3.00 / 11.1%




                                                                                   MEDIUM

                                                                              11.00 / 40.7%




                      HIGH
                      13.00 / 48.1%




INTERPRETATION:


   The above graph shows that out of 27 sample respondents, 48.1% (13) feel that
    “inter circle call rate” are high compared with other services, 40.7% (11) of
    sample feel “medium”, and remaining 11.1% (3) of sample feel “very high”.

   From the inference it can conclude that majority of the sample respondents feel
    that “inter circle call rate” is high compared with other services.


BABASAB PATIL                                                                                 Page 58
                                                                                      AIRTEL


4. C3. OTHER

STATISTICS:

              N                           Valid                          27
                                         Missing                           0
          Mean                                                        2.5556
          Median                                                      3.0000
          Mode                                                        3.00
                                                                               Cumulativ e
                                    Frequenc y   Percent    V alid Percent      Percent
              V alid   LOW                  3        11.1             11.1           11.1
                       MEDIUM               9        33.3             33.3           44.4
                       HIGH                12        44.4             44.4           88.9
                       V ERY HIGH           3        11.1             11.1          100.0
                       Total               27       100.0           100.0

GRAPH:


               VERY HIGH                                                      LOW
               3.00 / 11.1%                                           3.00 / 11.1%




                                                                             MEDIUM
                                                                      9.00 / 33.3%
               HIGH
               12.00 / 44.4%




INTERPRETATION:

   The above graph shows that out of 27 sample respondents, 44.4% (13) feel that
    other service like “broad band service” are high compared with other service
    provider, 33.3% (9) of sample feel “medium”, 11.1% (3) of customer feel low and
    remaining 11.1% (3) of sample feel “very high”




BABASAB PATIL                                                                          Page 59
                                                                                      AIRTEL

   From the inference it can conclude that majority of the sample respondents feel
    that rates for other services like “broad band service” are high compared to other
    service providers.




4. d. HOW DO YOU RATE AIRTEL’S SERVICES RELATING TO
COMPLAINT HANDLING?



STATISTICS:

              N                         Valid                            23
                                       Missing                             0
           Mean                                                       1.8261
           Median                                                     2.0000
           Mode                                                       2.00
                                                                             Cumulative
                                      Frequency   Percent    Valid Percent    Percent
             Valid   QUICK RESPONSE           6       26.1            26.1         26.1
                     LATE RESPONSE           15       65.2            65.2         91.3
                     NO RESPONSE              2        8.7             8.7        100.0
                     Total                   23      100.0          100.0

GRAPH:


               NO RESPONSE

               2.00 / 8.7%
                                                                  QUICK RESPONSE

                                                                       6.00 / 26.1%




               LATE RESPONSE
               15.00 / 65.2%




BABASAB PATIL                                                                          Page 60
                                                                               AIRTEL

INTERPRETATION:


   The above graph shows that out of 23 sample respondents, 65.2% (15) feel that
    company is giving “late response” regarding complaint handling, 26.1% (6) feel
    “quick response” and remaining 8.7% (2) of sample feel “no response”.
   From the inference it can conclude that Complaint handling appears to be at the
    core of all customer issues.


5. DID THE COMPANY MAKE AN EFFORT TO CONTACT YOU TO
KNOW THE REASONS FOR LEAVING THE NETWORK?

STATISTICS:

              N                          Valid                         117
                                        Missing                          0
          Mean                                                        1.2991
          Median                                                      1.0000
          Mode                                                        1.00
                                                                      Cumulative
                               Frequency   Percent    Valid Percent    Percent
               Valid   NO             82       70.1           70.1          70.1
                       YES            35       29.9           29.9         100.0
                       Total         117      100.0          100.0


GRAPH:

                        Y ES
                        35.00 / 29.9%




                                                                                    NO

                                                                           82.00 / 70.1%




BABASAB PATIL                                                                      Page 61
                                                                               AIRTEL

INTERPRETATION:


   The above graph shows that out of 117 sample respondents, 70.1% (82) of the
    people say the company people did not contact to know the reason for leaving the
    network and remaining 29.9% (35) are say yes the company people contact them
    to know the reason for leaving the network.

   From the inference it can conclude that majority of the sample respondents say
    that nobody from the company contacted them to find out why they quit using
    Airtel.


6. DID THE COMPANY MAKE ATTEMPTS SOLVE THE
COMPLAINTS?

STATISTICS:

              N                         Valid                          117
                                       Missing                           0
           Mean                                                       1.2564
           Median                                                     1.0000
           Mode                                                       1.00
                                                                      Cumulative
                               Frequency   Percent    Valid Percent    Percent
               Valid   NO             87       74.4           74.4          74.4
                       YES            30       25.6           25.6         100.0
                       Total         117      100.0          100.0




BABASAB PATIL                                                                      Page 62
                                                                                AIRTEL

GRAPH:

                  Y ES
                  30.00 / 25.6%




                                                                         NO
                                                                87.00 / 74.4%




INTERPRETATION:


   The above graph shows that out of 117 sample respondents, 74.4% (87) of the
    people say the company people do not solve the problems and remaining 25.6%
    (30) are say yes the company people solve the problems.

   From the inference it can conclude that majority of the sample respondents say
     that the company people do not solve customer problems satisfactorily.




7. DO YOU ACCEPT THE CHANGING TARRIF PLANS / SCHEMES BY
COMPANY?

STATISTICS:

              N                       Valid                       117
                                     Missing                        0
          Mean                                                   1.6154
          Median                                                 2.0000
          Mode                                                   2.00




BABASAB PATIL                                                                    Page 63
                                                                                         AIRTEL

                                                                            Cumulative
                                  Frequency     Percent    Valid Percent     Percent
              Valid     YES              45         38.5           38.5           38.5
                        NO               72         61.5           61.5          100.0
                        Total           117        100.0          100.0

GRAPH:




                                                                                YES

                                                                      4 5.00 / 3 8.5 %




               NO
               7 2.00 / 6 1.5 %




INTERPRETATION:


   The above graph shows that out of 117 sample respondents, 61.5% (72) of the
    people say company doesn’t allow changing the tariff plans and remaining 38.5%
    (45) are say the company allows changing the tariff plans.

   From the inference it can conclude that majority of the people say company
    doesn’t allow changing the tariff plans.



8. WHICH COMPANY PROVIDES BEST TARRIF PLANS?
STATISTICS:

                N                              Valid                          117
                                              Missing                          0
              Mean                                                         2.2564
            Median                                                         2.0000
            Mode                                                           2.00


BABASAB PATIL                                                                             Page 64
                                                                                               AIRTEL

                                                                                 Cumulativ e
                                    Frequenc y     Percent    V alid Percent      Percent
       V alid   V ODA FONE                 73          62.4             62.4           62.4
                SPICE                       3           2.6              2.6           65.0
                RELIA NCE                   6           5.1              5.1           70.1
                TA TA INDICOM               5           4.3              4.3           74.4
                BSNL                       30          25.6             25.6          100.0
                Total                     117         100.0           100.0



GRAPH:

                    BSNL
                    30.00 / 25.6%




                    TATA INDICOM
                    5.00 / 4.3%
                                                                                VODAFONE
                    RELIANCE
                                                                               73.00 / 62.4%
                    6.00 / 5.1%

                    SPICE

                    3.00 / 2.6%




INTERPRETATION:

   The above graph shows that out of 117 sample respondents, 62.4% (73) feel that
    “Vodafone” provides best tariff plans, 25.6% (30) of sample feel “BSNL”, and
    remaining 12.0% (14) of sample feel others like reliance, TATA Indicom and
    Spice.

   From the inference it can conclude that majority of the sample respondents feel
     Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.



  9. THE STRENGTHS & AREAS OF IMPROVEMENTS OF EACH
  BRAND?
A) VODAFONE
STATISTICS:

                N                                Valid                            117

BABASAB PATIL                                                                                   Page 65
                                                                                                           AIRTEL

                                                       Missing                                     0
                  Mean                                                                        2.4103
                  Median                                                                      2.0000
                  Mode                                                                        3.00
                                                                                                       Cumulativ e
                                                  Frequenc y        Percent    V alid Percent           Percent
             V alid   Customer Service                   30             25.6             25.6                25.6
                      Ec onomic price                    44             37.6             37.6                63.2
                      V alue added schemes               14             12.0             12.0                75.2
                      Billing                            29             24.8             24.8               100.0
                      Total                             117            100.0           100.0

GRAPH:
                           50



                                                        44
                           40




                           30
                                           30                                        29


                           20
      Frequency




                                                                      14
                           10
                                   Customer Serv ice          Value added schemes
                                                   Economic price                   Billing


                                Vodafone


INTERPRETATION:

   The above graph shows that out of 117 sample respondents, 37.6% feel that
    “Vodafone” is best in economic, 25.6% feel customer oriented and remaining said
    it has to improve the network.

   From the inference it can conclude that majority of the sample respondents feel
    “Vodafone” is best in economic.



B) SPICE
STATISTICS:

                      N                                 Valid                                   117
                                                       Missing                                   0

BABASAB PATIL                                                                                                Page 66
                                                                                                        AIRTEL

                        Mean                                                                1.8974
                        Median                                                              2.0000
                        Mode                                                                1.00
                                                                                                Cumulativ e
                                             Frequenc y     Percent         Valid Percent        Percent
                Valid    Customer Serv ice          82          70.1                 70.1             70.1
                         Ec onomic price            18          15.4                 15.4             85.5
                         Good netw ork               8           6.8                  6.8             92.3
                         Billing                     9           7.7                  7.7            100.0
                         Total                     117         100.0               100.0

GRAPH:
                         100




                          80            82


                          60




                          40
Frequency




                          20
                                                       18
                                                                        8               9
                           0
                                  C ustomer Serv ice               Good network
                                                  Economic price                      Billing


                               Spice


INTERPRETATION:

             The above graph shows that out of 117 sample respondents, 70.1% feel that
              “Spice” is best in economic price, and remaining said it has to improve the clarity
              and network.

             From the inference it can conclude that majority of the sample respondents feel
              “Spice” is best in economic price.



C) RELIANCE
STATISTICS:

                           N                            Valid                                117

BABASAB PATIL                                                                                             Page 67
                                                                                                          AIRTEL

                                                          Missing                               0
                        Mean                                                              1.9316
                        Median                                                            2.0000
                        Mode                                                              1.00

                                                                                                    Cumulativ e
                                              Frequenc y         Percent       V alid Percent        Percent
              V alid   Customer Serv ice             59              50.4                50.4             50.4
                       Ec onomic price               29              24.8                24.8             75.2
                       Good netw ork                 14              12.0                12.0             87.2
                       V alue added f eatures        15              12.8                12.8            100.0
                       Total                        117             100.0              100.0

GRAPH:
                           70


                           60
                                           59
                           50


                           40


                           30
                                                          29
                           20
  Frequency




                                                                          14             15
                           10


                           0
                                    C ustomer Serv ice                Good network
                                                     Economic price              Value added f eatures


                                Reliance



INTERPRETATION:

    The above graph shows that out of 117 sample respondents, 50.4% feel that
     “Reliance” is best in customer oriented and remaining said it has to improve in
     value added features.

    From the inference it can conclude that majority of the sample respondents feel
     “Reliance” is best for Customer oriented.




D) TATA INDICOM


BABASAB PATIL                                                                                                Page 68
                                                                                                        AIRTEL

STATISTICS:

                            N                              Valid                           117
                                                          Missing                           0
                         Mean                                                         2.1368
                         Median                                                       2.0000
                         Mode                                                         1.00

                                                                                                  Cumulativ e
                                               Frequenc y       Percent      V alid Percent        Percent
              V alid   Customer Serv ice              28            23.9               23.9             23.9
                       Ec onomic price                29            24.8               24.8             48.7
                       Good netw ork                  15            12.8               12.8             61.5
                       V alue A dded f eatures        13            11.1               11.1             72.6
                       Billing                        32            27.4               27.4            100.0
                       Total                         117           100.0             100.0


GRAPH:
                          40




                          30                                                                32
                                      28             29


                          20



                                                               15
                                                                            13
                          10
  Frequency




                           0
                                C ustomer Serv ice         Good network                 Billing
                                              Economic price        Value Added f eatures


                               TATA Indicom

INTERPRETATION:

      The above graph shows that out of 117 sample respondents, 27.4% feel that
       “TATA Indicom” is best in billing, and 23.9% feel value added services and
       remaining said it has to improve the network.

      From the inference it can conclude that majority of the sample respondents feel
       “TATA Indicom” is best in Billing.




BABASAB PATIL                                                                                              Page 69
                                                                                             AIRTEL

E) BSNL
STATISTICS:

                        N                           Valid                              117
                                                   Missing                              0
                      Mean                                                          2.2479
                      Median                                                        2.0000
                      Mode                                                          1.00
                                                                                      Cumulative
                                        Frequency        Percent    Valid Percent      Percent
              Valid    Economic price          74            63.2           63.2            63.2
                       Good network            43            36.8           36.8           100.0
                       Total                  117           100.0          100.0

GRAPH:
                        80

                                            74


                        60




                        40                                              43




                        20
  Frequency




                         0
                                        Economic price              Good network


                             BSNL


INTERPRETATION:


      The above graph shows that out of 117 sample respondents, 63.2% feel that
       “BSNL” is best in economic, 36.8% feel it is good in network and remaining said
       it has to improve the value added services like free caller tones.

      From the inference it can conclude that majority of the sample respondents feel
       “BSNL” is best in economic.



BABASAB PATIL                                                                                      Page 70
                      AIRTEL




         HYPOTHESIS




BABASAB PATIL          Page 71
                                                                                AIRTEL



                       DATA ANALYSIS METHOD

        Data analysis is a crucial step in the marketing research. The purpose of this
analysis is to interpret the collected data & to draw the conclusions from the mass of the
collected data. The statistical calculations are the unscratchable parts of any survey.



Test Used

       Here “Z-Test” has been used because the size of the sample is more than 30.

       In this test I have used standard error as standard deviation because as I am
dealing with the proportions I cannot have standard deviation.



       Sigma p =          P (1-p)
                           n-1


       Z= (P0-p) / S
                              Where          P = Population Proportion
                                             P0 = Sample Proportion
                                             S = Standard error
                                             n = Sample Size




BABASAB PATIL                                                                      Page 72
                                                                              AIRTEL


HYPOTHESIS: 1.
        This Hypothesis is tested with the help of questionnaire. The H0 states that more
than 70% of customers are feeling that company people not solve customer problems
satisfactorily. As per the data collected 87 out of 117 customers are agreed that company
people not solve customer problems satisfactorily

Ho= At least 74% of respondents said company people do not solve customer problems
satisfactorily = P > 0.74

H1= the respondents said company people do not solve customer problems satisfactorily
is less than 74% = P ≤ 0.74

Using “Z Test” can prove this.

P= 0.74        1-P = 1-0.74 = 0.26

N = Sample size = 117          n-1 = 116

α = 5% level of confidence.

Z= 1.64 (referring table)


       S=      0.74 (1-0.74)
                   116


       S = 0.068
And
       Z = (P0 – p) / S                            Here P0 = 87/117 = 0.744

          = (0.744 – 0.74) / 0.068

          = 0.004 / 0.068

       Z = 0.588



CONCLUSION:
      Accept H0 because it fall under the confidence level that is 1.64
             And here 74% customers are agreed that company people not solve
               customer problems satisfactorily


BABASAB PATIL                                                                   Page 73
                           AIRTEL




                FINDINGS




BABASAB PATIL               Page 74
                                                                              AIRTEL

                                   FINDINGS
             Based on the analysis and the interpretation of the data, findings are
     recorded which are as follows,


  1. Majority of the sample respondents belongs to the age group of 21 – 25 years.
  2. Majority of sample respondents are use post paid connection because it is
     economical
  3. People shift from Airtel to other service providers due to billing issues and lack in
     complaint handling.
  4. Majority of the sample respondents “feels” that Airtel pulse rates, rents, inter
     circle call rate are relatively high.
  5. “Disturbance” was a major technical issue for the surveyed sample respondents.
  6. Majority of the sample respondents feel that “intra circle call rate” are comparable
     with other services.
  7. It is observed that majority of the sample respondents feel that rates for other
     services like “broad band service” are high compared to other service providers.
  8. Complaint handling appears to be at the core of all customer issues. It is observed
     that majority of the sample respondents say that the company people do not solve
     customer problems satisfactorily.

  9. Majority of the sample respondents say that nobody from the company contacted
     them to find out why they quit using Airtel.

  10. Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.

  11. Airtel leads closest competitors Vodafone, Spice and TATA Indicom in terms of
     network and value added services.

  12. It is observed that majority of the sample respondents feel “Reliance” is best for
     Customer oriented services and needs to improve only in value added features like
     free caller tones and ring tones download.




BABASAB PATIL                                                                    Page 75
                 AIRTEL




       SUGGESTIONS




BABASAB PATIL        Page 76
                                                                                AIRTEL




                              SUGGESTIONS
       Based on the findings of the study the following suggestions are made.

Airtel should
     come up with more plans suited for the age group of above 26 - 30 years.

    come up with more plans suited for the government officials.

    try to contact the people who have left the Airtel network and get the cause due to

       which they have left Airtel.

    improve the billing service

    re-look toward reducing fixed rental charges
    come up with more and more attractive schemes like loyalty discounts etc.




BABASAB PATIL                                                                    Page 77
                      AIRTEL




         CONCLUSION




BABASAB PATIL          Page 78
                                                                                 AIRTEL



                                  CONCLUSION

        Customers’ expectations constantly keep increasing, especially from a growing
sector like telecom where the choices they have are ample, the customers get close to
being insatiable. High quality and low cost are no longer USPs’ (Unique Selling
Proposition) for any service provider. These are assumed. Today’s mobile user wants
more.
        Firstly, the customer is constantly in search of a better “offer” that fits his / her
need. Hence loyalty is a rarity in the telecom business. With TRAI (Telephone
Regulatory Authority of India) insisting on MNP (Mobile Number Portability) to be
implemented soon, the difficulty in using a new number while switching service
providers will be eliminated. The service providers will have to constantly endeavor to
maintain their market shares.
        Secondly, branding and other promotional activities seem to help only to a point.
In order to achieve customer loyalty, the journey promises to be tough and never ending.
        Finally, today’s customer is very sensitive to issues like responses to complaints,
billing system, value for money etc. These and such other issues deserve special concern.




BABASAB PATIL                                                                       Page 79
                                                                       AIRTEL



                      BIBLIOGRAPHY




         1. Marketing Management by Philip Kotler.

         2. www.airtelenterprise.com

         3. www.bhartiteleventures.com

         4. http://www.marketingprinciples.com/customerretention/default.asp?cat=
            123




BABASAB PATIL                                                            Page 80
                       AIRTEL




            ANNEXURE




BABASAB PATIL           Page 81
                                                                               AIRTEL




                                 QUESTIONNAIRE

Dear Sir/Madam,
Personal data:
   Name of the customer: -                                       ________________.

  Address: -                                                                    ___,

  Contact (if any):-                     .    Town/ village: -                          .

   1. Which of the age group do you belong?
        a. Up to 15 Yrs                  b. 16 - 20 Yrs                c. 21 – 25 Yrs
          d. 26 – 30 Yrs                     e. 31 – 40 Yrs            f. 41 - 50 Yrs
          g. Above 50 Yrs
   2. Which of the Profession do you belong?
          a. Student                         b. Businessmen           c. Govt. Employee
          d. Company employee                e. House wife            f. Agriculture.
          g. Doctor.                         h. Any other.
   3. State the reasons for using the postpaid connection?
          a. Ease of payment                    b. Attractive Schemes / packages
          c. Economical                         d. Long talking hrs
          e. Any other
   4. What influenced you in shifting your brand?
          a. Billing
          b. Clarity of sound and Cross connections
          c. Not attractive schemes
          d. Lack of complaint handling




BABASAB PATIL                                                                     Page 82
                                                                                AIRTEL

Attempt the only questions, which you have ticked.
a) Billing.
      i.   Do you find high rate per pulse?
               Yes.                           No.


     ii.   Do you find problem these following factors?
              Factors                  Yes               No
              High fixed rental
              Jumps in call


b) Clarity of sound
      i.   Do you find problems in following factors?
              Factors                         Yes             No
              Disturbance
              One way communication
              Cross connections


c) Not Attractiveness of schemes and cross connection.
      i.   How do you compare with your existing service to Airtel service?
                                                Low           Medium      High
V.High
                 Inter circle call rate.            []          []         []         [
]
                 Intra circle call rate.            []          []         []         [
]
                 Other_________________.            []         []          []         [
]


d) Lack of Complaint handling.
      i.   How do you rate Airtel’s services relating to complaint handling?
                  Quick response
                  Late response
BABASAB PATIL                                                                    Page 83
                                                                             AIRTEL

                  No response.




  5.    Did the company make attempts solve the complaints?
               Yes                         No


  6. Did the company make an effort to contact you to know the reasons for leaving
        the Network?
               Yes                         No


  7. Do you accept the changing tariff plans / schemes by company?
               Yes                         No


  8. Which company provides the best tariff plans?
           a. Vodafone              b. Spice                   c. Reliance
           d. Tata Indicom          e. BSNL

  9. The strengths of each brand?


  Brands        Clarity      Free   Economic Billing Reach      Value Customer
                             SMS                                added   oriented
                                                               services
Vodafone
Spice
Reliance
Tata Indicom
BSNL




BABASAB PATIL                                                                 Page 84
                            AIRTEL

                THANK YOU




BABASAB PATIL                Page 85

								
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