PREFACE A project report from the corporate world is the integral part of MBA programmed. It provides the student opportunity to experience and raw theory put in the market condition in which the company work in a war zone rapidly changing completions managed trade policies and dismissing customer loyalty. This report has been written in a lucid language. The contents of this report are carefully planned. it has been made attractive and catching by supplementing the recommendations with data chart. I hope my earnest effort will seek appreciation from the reader who will find the work as a guiding star implementing the strategy. 1
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PREFACE
A project report from the corporate world is the integral part of MBA programmed. It provides the student opportunity to experience and raw theory put in the market condition in which the company work in a war zone rapidly changing completions managed trade policies and dismissing customer loyalty.
This report has been written in a lucid language. The contents of this report are carefully planned. it has been made attractive and catching by supplementing the recommendations with data chart.
I hope my earnest effort will seek appreciation from the reader who will find the work as a guiding star implementing the strategy.
NEERAJ SHARMA
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ACKNOWLEDGEMENT
My gratification and elation on the success of this project would be incompleteWithout mentioning the names of all the people who helped me with it and withoutWhose guidance and encouragement this would have been successful.
Above all I thank my family for his grace and blessings at each and every stage of The project.
I would like to express my deepest gratitude to the organization guide, Airtel Business service Bharti Airtel Limited. For having given me the opportunity to do my project works in the organization.
I extend my Sincere thanks to Ms. GARIMA SINGH faculty of the department SAGAR INSTITUTE OF TECHNOLOGY AND MANAGEMENT(BBK) for having spared his valuable time with me and for all the guidance given in executing the project as per requirements.
Last but not least, I would like to record my deepest sense of gratitude to myFriends for their support.
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Declaration
I here by declare that the project on “ANALYSIS OF MARKET SHARE OF TELECOM INDUSTRY AIRTEL IN LUCKNOW
” written by me under the guidance of Ms. GARIMA SINGH.
The empirical conclusion & findings in the project are based on the data Collected by me and the entire project work is not are production of any other sources.
Signature……………….Name- NEERAJ SHARMA
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EXECUTIVE SUMMARY
The project is aimed at finding the customer satisfaction level of the broadband
segment of Airtel. Further the study also reveals the scope of expansion for the
telecom company and the level of expectations which the customer has from the
quality of services provided is increasing constantly.
Increasing competition is forcing business to pay much more attention to satisfy
customers. Customer satisfaction, a business term, is a measure of how products
and services supplied by a company meet or surpass customer expectations. It is
seen as a key performance indicator within business and is part of the four
perspective of a balanced scorecard. In a competitive market place where
business competes for customers, customer’s satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategies.
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INDEX
S.No. CONTENTS PAGE NO.
1. Introduction 6
2. Industry Profile 11
3. Company Profile 16
4. Aims and objective of the company 35
5. Objective of the study 43
6. Research Methodology 45
7. Data Analysis and interpretation 49
8. Problems and limitations 67
9. Conclusion 69
10. Recommendation 72
11. Questionnaire 75
12. Bibliography 77
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INTRODUCTION
Increasing competition is forcing business to pay much more attention to satisfy
customers. Customer satisfaction, a business term, is a measure of how products
and services supplied by a company meet or surpass customer expectations. It is
seen as a key performance indicator within business and is part of the four
perspective of a balanced scorecard. In a competitive market place where
business competes for customers, customer’s satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategies.
The reason an organization is interested in satisfaction of its customers is because
customers purchase the organization’s products. The organization is interested in
retaining its existing customers and increasing the number of its customers.
Customer satisfaction is an ambiguous and abstract, concept and the actual
manifest of the state of satisfaction will vary from person to person and from
product to product. The state of satisfaction depends on the number of both
psychological and physical variable which correlate with satisfaction behaviors
such as returns and recommend rate. The level of satisfaction can also vary
Depending on other options the customer may have and other services against
which the customer can organization’s services.
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Because satisfaction is basically a psychological state, care should be taken in the
effort of quantitative measurement, although a large quantity of research in this
area has recently been developed. Work done by Berry, Border between 1990 and
1998 define ten ‘Quality Values’ which influence satisfaction behavior, further
expanded by Berry in 2002 and known as the domains of satisfaction .These ten
domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease
Access, Environment, Inter-departmental teamwork, front line service Behaviors,
commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organization change measurement and are most
often utilized to develop the architecture for satisfaction
Measurement as an integrated model. Work done by parasuraman, Zeithaml and
Berry between 1985 and 1985 provides the basis for the measurement of
customer satisfaction with a service by using the gap between the customer’s
expectation of performance and their perceived experience of performance.
This provide the measure with a satisfaction gap which objective and quantitative
in nature .work done by chronic and Taylor propose the confirmation
disconfirmation Theory of combining the gap describe by parasuraman zeithaml
and berry as two different measure (perception and expectation of performance)
into a signal measurement of performance according expectation .according to
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broadband customer satisfaction equal precipitation of performance divided by
expectation of performance.
If the customer expectation of product quality service quality, and price are
exceeded a firm will achieve high levels of customer satisfaction and will create
customer delight. If the customer expectations are not met customer
dissatisfaction will result. And the lower the satisfaction level, the more likely the
customer is to stop from the firm.
Customer satisfaction may be measure directly by survey and expressed as a
percentage such as present of customer completely satisfied. We have conducted
a survey and measure the level of customer satisfaction among the mobile user of
UP-west circle.
Corporate Structure
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INDUSTY PROFILE
INTRODUCTION TO TELECOM SECTOR HISTORY
The first telegraph line in India was commissioned in October 1881 for the East
India Company. That was the beginning of India’s electronic contact with the
world. Hundred years’s the fist automatic telephone exchange opened in Calcutta.
From than to 1995 when the fist cellular phone call was made at the princely cost
of Rs, 16.80/ PER min. For the average Indian getting the telephone connection
having contact at right place or a wait that could taken years. Not any more, with
the mobile subscriber base rising by about 1.5.million every month, India is the
fasted growing mobile market today. Ofcource what is playing out in India is just
one exiting chapter in the global wireless revolution-a revolution that has ensured
that mobile phone’s are the most widespread communication devises on earth.
There are 1.3 billion mobile subscribers around the global and this number
expected to rise to 2 billion by 2007.By the year’s India is expected to have
207million mobile subscribers –or just over 10% of the total subscriber’s base.
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And it will probably also have the lowest rates for the cellular telephone any
where in the world.
In the space of decade, the Indian telecom sector has moved from the boondocks
to become a global story on steroids. This year is expected to be the seminal year
in the countries telecommunication history. By September 2000 the number of
cellular connection is expected to over take the 42.5 million fixed line
connections, Say’s international research firm garter.
Some analysts’ advice taking a slightly more conservative figure. They point out
there is some degree of over-contenting by cellular service Operators in the mad
rush to report ever higher subscribers numbers.
Since Chum rates- the rate at which subscribes move out of one system to another
every month-very between 3.6% and 6% in the different cellular circle of India,
the possibility of double counting is fairly pronounced. (Churl rates are much
higher in India compared to other countries in the Asia – pacific reason, with the
exception of Hong-Kong China. Gartner’s date for 2005 show that Indonesia has
a monthly chum rate of 1-2% while Japan monthly chum rate hovers around (1.5-
2.6%) Even specter of double counting can not take away from the fact that
India’s mobile party is in the full swing. And that it is likely to continue at least
for the next couple of year.
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Everyone - the government vendors, handset manufactures, and operators is
pulling out all the spot to make sure that the does not end prematurely. The
introduction of the unfired license has sorted out the key regulatory concerns.
Sure, there are still a few patches left uncovered, like a spectrum policy or raising
the foreign direct investment limit to 74%. But the industry feels that these
matters will sorted out soon after die sections. Unless we do something very
stupid. I think there a lot if potential left in this market, says Sanjay Mehta, head
of telecomm. In fact, impressed with reliance infocomm negotiation capabilities,
two US-based wireless of called the company in the past month asking if they
could source jointly, a thus bring down overall castes! In another landmark
agreement equipment vendor Ericsson agreed to revenue sharing deal with Bharti
for upgrading it Delhi network to the ‘Enhanced Data rate for global evolution’
(EDGE) technology based on a GSM data technology. The system will allow
Ericsson to earn percentage of revenues every time a subscribe download video
of plays java game. In fact, some oftener doors that a BUSINESS world spoke to
admit that participating in the Indian market has forced them radically reduce
cost their own companies.
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INDUSTRY STRUCTURE PORTER’S MODEL
The industry structure has become relatively unfavorable compared to earlier monopolistic times
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COMPANY PROFILE
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Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the
first private telecom services provider with a footprint in all the 23 telecom
circles. Bharti Airtel since its inception has been at the forefront of technology
and has steered the course of the telecom sector in the country with its world
class products and services. The business at Bharti Airtel has been structured into
three individual strategic business units (SBU’s) – Mobile Services, Airtel
Telemedia Services & Enterprise Services. The mobile business provide mobile
&fixed wireless services using GSM technology across 23 telecom circle while
the Airtel telemedia Services business offers broadband & telephone services in
94 cities. The enterprise services provide end-to-end telecom solutions to
corporate customers and national & international long distance service to carriers.
All these services are provided under the Airtel brand.
Airtel come to you from Bharti Airtel limited, India’s largest integrated and the
first private telecom services provider with a footprint in all the 23 telecom
circles. Bharti Airtel since its inception has been at the forefront of technology
and has steered the course of the telecom sector in the country with its world
class products and services. The businesses at Bhatia Airtel have been structured
into three individual strategic business units (SBU’s) – Mobile Services, Airtel
Telemedia services & Enterprise Services. The mobile business provide mobile
& fixed wireless services using GSM technology across 23 telecom circles while
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the Airtel Telemedia Services in 94 cities. The Enterprise services provide end-
to-end telecom solutions to corporate customers and national & international long
distance services to carriers. All these services are provided under the Airtel
brand.
Bharti Airtel is one of the India’s leading private sector providers of
telecommunication services based on an aggregate of 33,711,837 customers as on
December 31, 2006 consisting of 31,974,038 GSM mobile and 1,737,799
broadband & telephone customers. The company was first private operator to
provide mobile services in all the 23 circles in India. The company also provides
telephone services and Internet access over DSL in 15 circles. The company
complements its mobile, broadband & telephone services with national and
international long distance services. The Company also has a submarine cable
landing station at Chennai, which connects the submarine cable connecting
Chennai and Singapore. The Company is parts of consortium, which jointly owns
and has developed the next generation under sea, cable system SEA-WE-ME.
The Company provides reliable end-to-end data and enterprise services to the
corporate customers by leveraging its nation wide fiber optic backbone,
last mile
Connectivity in fixed-line and mobile circles, VSATs, ISP and international band
width access through the gateway and landing station.
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The business at Bharti Airtel has been structured into three individual strategic
business units (SBU’s) – mobile services, broadband & telephone services (B&T)
& enterprise services. The mobile services group provides GSM mobile services
across India in 23 telecom circles, while the B&T business group provides
broadband & telephone services in 94 cities. The enterprise services group has
two sub=units – carriers (long distance services) and services to corporate. All
these services are provided under the Airtel brand.
Company shares are listed on Te Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE).
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NAME
Bharti Airtel Limited
BUSINESS DISCRIPTION
Provide mobile services (fixed line) and enterprise services (carriers &services to corporate)
ESTABLISED July 07 , 1995, as a Public Limited Company
PROPORTIONATEREVENUE
Rs, 270,122 million (year ended March 31 , 2008- Audited)
Rs, 184,202 million (year ended March 31, 2007-Audited)
As per Indian GAAP AccountPROPORTIONATEEBITDA
Rs.114,018 million (ear ended March 31,2008- Audited)
Rs. 74,407 million (year ended March 31, 2007-Audited)
As Per Indian GAAP Account SHARES IN ISSUE 1,898,020,804 as at June 30, 2008
LISTINGS The Stock Exchange ,Mumbai(BSE)
The National Stock Exchange of India Limited ((NSE)CUSTOMER BASE 69,383,716 GSM mobile and 2,393,732 telemedia
customer (status as at month ended June 30,2008 )
OPERATIONAL NETWORK
Provided GSM mobile services in all the 23 telecom circle in India, and was the fist private operator to have an all India presence.Provides telemedia services (fix line) in 94 cities in India.
REGISTRD OFFICE
Bharti Airtel Limited
(A Bharti Enterprises)Qutab Ambience (at qutab Minar) Mehrauli Road
New Delhi- 110030
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AWARD AND RECOGNITIONS
Bharti Airtel draws Top Honors at the MIS Asia IT Excellence Awards 2006.
Bharti Airtel is among the top 10 best performing companies in the world,
according to the Business week IT 100 list.
Sunil Bharti Mittal is ‘CEO of the year’ at the Frost and Sullivan Asia Pacific
ICT awards 2006 and Bharti Airtel bags ‘Wireless Service Provider’ of the
year and ‘competitive service provider of the year’.
Bharti Tele-ventures is the “BEST INDIAN CARRIER at Telecom Asia
Awards-2006”.
Bharti Airtel has won the CNBC-TV18 India Business Leader Award for the
Outstanding Company of the year, 2007.
Bharti draws top honors at the NDTV Profit Business Leadership Awards
2007.
Bharti Airtel Ranked 3rd on Shareholder Return in Business Week IT 100 List.
Sunil Bharti Mittal conferred Degree of Doctor of Science (honoris Causa) by
G.B. Pant University.
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SUCCESSS STORY OF BHARTI
Bharti Enterprises has successful focused its strategy on telecom while
saddling diverse fields of business
It all began as a small industry
Bharti tele-venture is today acknowledged as one of India’s finest companies
and its flagship brand Airtel has over 12 million customers across India
Recently Bharti has successfully launched an international venture with EL
Rothschild group owned ELRO holding India ltd. To export fresh Agri
product exclusively to market in Europe and USA
BUSINESS DIVISION
Mobile services- Bharti Airtel offers GSM mobile services in all the 23-
telecom circle of India and was the fist private telecom service provider to
services (fixed line) are present in the 92 cites across India.
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Enterprise Services (Carriers) - With 35016 kilometers of optic fiber
network we are a leading national long distance services provider. For
international connectivity to east, we have a submarine cable landing station at
Chennai. For international connectivity to the west the company is the
member of the south East Asia-Middle East-Western Europe- 4 (SEA-ME-
WE-4) consortiums along with 15 other global operate.
Enterprise Services (Corporate)
The grope focused on delivering telecommunication services as an integrated
offering including mobile broadband telephone national and international long
distance and data connectivity services to India’s leading 1300 corporate.
The business at Bharti Airtel have been structured into three individual
strategic business units (Sub’s) – mobile services broadband 7 telephone
services (B&T) & enterprise services .the mobile services group provide GSM
mobile services cross India in 23 telecom circle , while the B&T business
group provides broadband and telephone services in 94 cites. The enterprises
services group has two sub-unit carries (long distance services) and services to
corporate. All these services are provided under the Airtel brand.
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VISION
By 2010 Airtel will be the most admired brand in India.
Loved by more customers.
Targeted by top talent.
Benchmarked by more business.
INNOVATION
We are changing the way India communicates by offering innovation that not
only adds value to people’s lives but also deliver an unmatched customer
experience.
We were the fist to. Provide electronic recharge foe mobile phone initiate
music retailing in the world with “Easy Music” and the fist to offer a lifetime
prepaid service.
Provide innovations such as Bollywood movies premiers’ music services such
as ring back tones 7 many more.
SHARES:-The equity shares of Bharti Airtel are currently listed on
national stock exchange of India limited (NSE) and The stock Exchange
Mumbai,(BSE) Bharti Airtel offered 185,336,700 equity shares in the initial
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Public offering (IPO) and raised Rs, 8,340.15 million through this process.
The shares were over subscribed 2.56 times. With this IPO, Bharti Airtel
established certain important landmarks in the history of the Indian capital
market. Together with being the first 100% book building process that this is the
country has seen, the listing was completed with in the record time often working
days. Of the close of the issue, moreover the process of allotment and issue of the
shares was also completed within one day of the last day of pay-in.
Mumbai circle Airtel CEO. Our bureau, MUMBAI: The Bharti group has
announced the appointment of Mr. Jayant Khosla as Chief Executive Officer.
Bharti has a 26.15 percent market shares last quarter, market Leader Airtel (22
percent market shares, over 15 million mobile subscribers).
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REVIEW OF LITRATURE
Bharti Airtel (BSE: 532454) formerly known as Bharti Tele- ventures LTD (BTVL) is the largest cellular services provider in India, With more than 121 million subscribers as of January 2010 With this, Bharti is now the world’s third largest, single-country mobile operator and sixth-largest integrated telecom operator. It also offer fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and id headed by Sunil Bharti Mittal. The company also provides telephone services and broadband Internet access (DSL) in top 95 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore.The businesses at Bharti Airtel have always been structured into three individual strategic business units (Sub’s) – mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provide mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband and telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service, Airtel Digital TV. Shahrukh Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand ambassador of the DTH Company. The Company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs ISP and international bandwidth access through the gateways and landing station.
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GREAT BENEFIT FROM AIRTEL
Wireless Phones
Airtel Mega is a wireless phone that is extremely convenient and easy to
install and does not require any writing or change in the aesthetics of your
home or office. This phone is immune to cuts in the cable, rains, bad weather
etc. You can carry your home/office, Instant Connection. It ensures that your
immediate accessibility needs are met with instant connection.
Mobile Phone’s Features
With Airtel mega you can enjoy the features of a mobile phone- SMS, In-built
caller line identification, voice mail, phone book, ring tones etc.
Great Add-on Services
Airtel Mega offers a host value added services like Hello Tunes, GPRS, call
conference, call wait, call divert, SMS and more!
Limited Mobility
You can use your Airtel mega anywhere within your circle limits and still
receive and make calls, at no extra cost.
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Bharti AirtelLtd.telecom services
Bharti cellularLtd.
Bharti infotal Ltd.
National & international long distance services
Airtel Broadband &telephone services
Broadband Data services Mantra
online
BHARTI AIRTEL LIMITED
COMPANY HIGHLIGHTS
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Airtel now in the US – connecting 2.5 million NRIs to their loved ones back
in India.
Airtel partners with Google to offer search on Airtel Mobile.
Airtel Presents ‘Song Catcher’ – India’s First Ever Instant music on Mobile.
Bharti Airtel and Microsoft enter into a strategic partnership to offer Software
and Services for Small and Medium Business (SMB) M market in India.
Bharti Airtel signs Mou to connect Adani Group’s Mundra Port and Special
Economic Zone.
PRODUCT
PREPAID ZONE
Some of the many advantages that you enjoy with Airtel Pre-Paid.
Totals Cost Control Enjoy the liberty of total cost control with your Airtel Pre-
Paid! Re-charge as much as you feel the need to! Now that’s what we call
complete freedom!
No Rentals
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Buy an Airtel prepaid card without having to pay any rentals!
No deposits
Your Airtel prepaid card comes without you having to pay hefty deposits!
STD/ISD facility till the last rupee
Now experience complete freedom like never before with Airtel! Our STD/ISD
facility allows you top make long distance calls in India and overseas from your
Cellular phones!
Instant Balance Enquiry
Check your talk-time instantly by calling our toll-free number 123
60 second pulse
Airtel provides you with a 60-second rate Freedom for you to experience like
never before!
Instant Recharge
Avail of instant recharge on your Airtel prepaid card with just a few dimple
steps!
24-hour recharge facility
With our round-the-clock recharge facility, recharge your Airtel prepaid card
anytime, anywhere!
Caller Line Identification
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Call line identification gives you the power to know the phone number of the
calling party even before you answer the call, thus giving you the choice to either
reject or take the call. It provides the added advantages of saving the incoming
number directly in the Handset Phone Book. So that the next time you want to
call the same person, you don’t need to retype his number, simply use your phone
book.
Call Divert:-
Call hold and Call Wait avail of special services like call waiting, call hold and
call divert – all with you prepaid card!
Short Messaging Services (SMS)
With Airtel’s Short messaging Services (SMS), send message and jokes to our
friends and colleagues, anytime anywhere!
SMS based information Services
With Airtel’s SMS based Information services, you can get upto-the-minute
cricket scores, order flowers as well as send couriers or check your daily
horoscope!
Voice Mail Services
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Voice Mail let you receive message even when your handset is switched off or
when you are outside the coverage area. You can listen to your messages
whenever you feel like, from anywhere in the world. Mail can store up to 15
message of 1 minute duration.
POSTPAID ZONE
Experience complete freedom Airtel welcomes you to a vibrant world of
ultimate opportunities more exiting innovative yet simple new ways to
communicate just when u want to not just through words but ideas emotion and
feeling . To give u the unlimited freedom to reach out to your special people in
your special way .As an Airtel post-paid costumer you can enjoy the fallowing
facilities.
Easy Billing
Now enjoy the luxury of viewing details of your last 31 billing cycles and the
convenience of paying your Airtel bill online .Experience complete freedom with
Airtel.
Call Divert:
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Call hold and call wait avail of special services like call waiting, call hold and
call divert all with your Airtel post-paid connection.
Caller Identification
Caller identification gives you the power to know the phone number of the
calling party even before you answer the call thus giving you the choice to either
reject the call.
It provides the added advantages of saving the incoming number directly in the
hand set Phone Book so that the next times you want to call the same person you
do not need to re type this number simply use your phone book.
Voice Mail
Voice Mail lets you receive massage even when your handset in switched off or
when you are outside the coverage area. You can listen to your massages
whenever you feel like.
From anywhere in the world. Voice mail can store up 15 massages, with each
massage of one- minute duration.
STD/ISD Facility
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Now experience complete freedom like newer before with Airtel .Our STD/ISD
facility allow you to make long distance calls in India and overseas from your
cellular phone .
Rooming (National and International)
Airtel rooming services allows you’re to use your mobile phone to make of
receive calls from almost anywhere in India and abroad. Enjoy rooming with in
the country as well as across international destination.
Note-
The company Bharti Airtel Ltd does not pay any interest on security deposit.
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AIMS AND OBJECTIVE OF THE COMPANY
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By 2010 Airtel will be the most admired brand in India.
Loved by customer
Targeted b top talent
Benchmarked by more businesses
We at Airtel always think in fresh and innovative ways about the need of our
customer and how we want them to fell. We deliver what we promise and go out
of our way to delight the customer with a little bit more.
CORPRATE RESPONSIBILITY AT
BHARTI AIRTEL
At Bharti CSR in a way of life .Each department and employee services to be
sensitive to the stake holder and environment with in their work context .Bharti
encourages employees to take decision and design –linked processes that are
sensitive to communicate and environment.
Corporate social responsibility (CSR) in Bharti encompasses much more than
only social outreach programs. It is an integral part of the way Bharti conduct its
business. The essence of Bharti commitment to corporate social responsibility as
embedded in the Corporate Values which stem from its deepest held beliefs.
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These values are:
To be responsive to the need of our customer
To trust and respect our employees
To continuously improve our services –innovatively and expeditiously
To be transparent and sensitive in our dealings with all stake holders
We encourage our employees to take decision and design business processes
keeping in mind the fallowing.
Ethic fairness and being correct
Meeting and going beyond compliances and legal requirement
Showing respect and sensitivity towards stake holders communities and
Nurturing the environment.
We practice our CRS beliefs commitments through a three pronged approach
Engaging with stake holders
Ensuring stakeholder sensitive policies and practices
undertaking program form our employees, community and environment
Bhati Airtel sensitizes its employees towards CSR issues at various forums .We
feel that it is important that each employee should under stand the importance of
environment social and economical aspect while taking business decisions. At
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Bharti each employee is sensitize towards CSR issues and thus operation at the
ground level are influenced. Such sensitization exercise has result in many
socially and environmentally sensitizes decisions on the ground. For example,
confidence plan for hearing impaired covers noise making DG sets at extra cost
investing in consume awareness campaigns to ensure safe use of mobile are some
example of the above.
CUSTOMER SATISFACTION
It well known fact that no business can exit without customer. In the business of
website design, it’s important to work closely with our customer to make sure the
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site or system you create for them is as close to their requirement as you can
manage. Because its critical hat you form a close working relationship with your
client customer services is of vital important. What fallows as are a selection of
tips that will make your clients feel valued wanted and loved.
Customer Satisfaction in 7 steps:
1. Encourage Face-to-Face Dealing
This is the most daunting and downright scary part of interacting with a
customer. It’s important to meet your customers face to face at least once or even
twice during the course of a project.
My experience has show that a client finds it easier to relate to and work with
someone they have actually met in person rather than a voice on the phone or
someone typing into an email or messenger program. When you do meet them
becalm confident and above all take time to asked them what they need .I believe
that if a potential client spends over half the meeting doing the talking you’re
well on your way to a scale.
2. Respond to Messages Promptly & Keep Your Clients Informed.
This goes with out saying .We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to idea; with
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all customer queries within the space of a few hour, but at least email or call them
back and let them know you have received their message and you will contact
them about it as soon as possible Even if you are not able to solve problem right
away let the customer know you are working on it.
3. Be Friendly and Approachable
You can here a smile through the phone. This is very It’s very important to be
friendly courteous and to make your clients feel like you are their friend and you
mare their to help them out. There will be times when you want to our clients
over the head repeatedly with a blunt object –it happens to all of us .It’s vital that
you keep a clear head respond tom your clients wishes as best you can and at all
times remain polite and courteous.
4. Have a Clearly –Define Customer Services Policy
This may not be too important when you are just staring out but a clear defined
customer services policy is going to save you a lot of time and effort in the long
run. If a customer has a problem, what should they do? If the fist option dose not
work then what? Should they contact different people for billing and technical
enquiries? If they are satisfied with any aspect of your customer services who
should they tell?
There is nothing more annoying for a client than being passed from person to
person or not knowing who to turn to. Making sure they know exactly what to do
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at each stage of their enquiry should be of utmost important. So make sure your
customer services policy is present on your site – and anywhere else it may
useful.
5. Attention to Detail (also known as The Little Niceties)
Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalized sign-up confirmation email
for a service that you could tell was typed from scratch? These little niceties can
be time consuming and aren’t always cost effective but remember to do them.
Even if it as small as sending a Happy Holidays email to all your customer .It’s
something .It shows you care it show there are real people on the other end of
that screen or telephone and most importantly It make the customer feel
welcomed wanted and value.
6. Anticipate Your Client’s Needs & Go of Your Way to
Help Them Out.
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Some time this is easier said than done .How ever achieving this level of
understanding with our clients will do wonders for your working relationship.
7. Honor Your Promises
It’s possible this is the most important point in this article. The simple messages
when you promise something deliver. The most common example here is project
delivery date.
Client do not to be disappointed no fault of your own. Project can be late
technology can fail sub-contractor do not always deliver on time. In this case a
quick apology and assurance it will be ready ASAP would not amiss.
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OBJECTIVE OF THE STUDY
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FOLLOWING WERE THE OBJECTIVE OF THE STUDY
(1) To find out number of people using airtel broadband connections from various ARCs (airtel relationship center) and mobile shops in Lucknow.
(2) To check the customer satisfaction form the services provide by the ARCs.
(3) To know about the problem faced by the customer using airtel connection and get tem resolved through airtel.
(4) To tell the costumer The ARCs about the new scheme and tariff launched by airtel.
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RESEARCH METHOLOGY
OBJECTIVE OF THE STUDY
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To make a competitive bench marking of different telecom players.
To determine the satisfaction level of the owner who have taken the services of different telecommunication network.
To analyze the telecommunication market in term of there of showroom.
RESEARCH METHOLOGY
It is a systematic design to collect analyze and interpret the collect data and to attain the objective and research.
STEP USED IN RESEARCH METHOLOGY
Defining the research objective
Developing the research design
Collecting the information
Analyzing the interpreting the data
DEFINING THE RESEARCH OBJECTIVE
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A research objective is that for which the research has been done. The objective of the research was, Analysis of costumer satisfaction in broadband segment of airtel.
DEVELOPING THE RESEARCH PLAN
1. Research Approach: A Survey was conducted of the ARCs and mobile holder for the purpose of the research.
2. Research Instrument: A survey was conduct with the help of questionnaires. The question includes were shorthand close ended and they were filled by costumer by meeting them personally.
3. Sample Design: The area covered was Lucknow city and the sample size provided for the survey was 100.
COLLECTING DATA
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The entire necessary steps were taken into account against various errors related to data collection. Both primary and secondary method of data collection was used.
PRIMARY DATA:
The primary data was collected with the help of survey and interview from the customer at these places. We conducted a survey in Lucknow. Out of universe of 500 our sample size is 100. Respondent in the sample size were asked to fill the questionnaires to gather the data. Questionnaires were used as a tool for the data collection.
SECONDARY DATA:
The data was taken from the internet and brochures of the company for the research purpose.
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CUSTOMER DETAILS
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FILE NAME PERSON CONTACT No.
APPROX BILLING
NETWORK
CHALENGERS POINT
9836599555 1500 BSNL+AIRTEL
NAVJYOYTI MR. ABHISHEK 9235149297 3500 RIM+BSNL
UNITED ENEAVOUR
9889690958 2500 BSNL
B.N COLLEGEOF MAGT.
9415518181 3000 BSNL
GOEL INST.OF MAGT.
MISS. PRIYA 0522-4077041 4000 TATA
ROYAL PUBLISHERS
MR. HAMID 0522-2353464 2500 BSNL
MENTOR PORTFOLIO LTD
MR. PRAKASH 9793025550 4000 AIRTEL+BSNL
SHASHI ASSICIATES
0522-4016268 2000 AIRTEL
METRO HOSPITAL
DR.FARID 9335911515 4000 AIRTEL+BSNL
MVV MOTORS MR. TRIPATHI 9936771905 3500 BSNLSAHARA WELFARE
MBL SALES MISS.NEELAM 930512567 2000 RIM+ AIRTELASSOCIATED ROAD CAR
MR.AMIT 9450915877 7600 BSNL+IDEA
EXEL CORP MR.ASHOK 3000 AIRTELGLOXY INTERPRISES
MR.SARAD 9335201320 8000 AIRTEL
ICI EXPEX MISS.JOYTI 0522-2434790 13000 AIRTEL
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INTERPRETATION OF QUESTIONNAIRE
Question: 1 Do you use Broadband?
Interpretation- In the fist question we found that 67% people using broadband services and resent
people are using another services.
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QUESTION: 2-Which company’s telecom services are you using?
Interpretation- In the 2nd question we found that 36% people are using Airtel 42% people are using BSNL
and 22% people are using Rim’s services.
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Question:-3 which company’s you prefer and suggest for better service?
Interpretation- In the 3rd question we found that 38% people are preferred Airtel, 39% people are BSNL, 33% people are preferred RIM, for betted services.
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Question:-4 which thing do force you for using the company’s network?
1-Better services 25%
2-Brand name 18%
3-Old number 19%
4-Good network 23%
5-Good tariff plan 14%
People are preferred for better services and other reason forced to be use, company’s network.
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Question:-5 what is your total billing on broadband you are using?
Interpretation- Here I found that 43% people are billing Rs. 2000-5000. 1- Rs. 2000-5000 43% user
2- Rs. 7000-10000 32% user
3- Rs above 10000 25% user
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Question:-6. How do you about Airtel landline/ broadband?
Interpretation:- These data show that media is forcible mode of using Airtel to other.
Sale person 32%
Media 36%
Neighbors/friend 22%
Other 10%
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Question: 7- Which types of calls do you make?
Graph-
Interpretation:- 42% people do the local call and 32% people do STD call and other given below.
Local call 42%
STD call 32%
ISD call 17%
All the above 13%
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SWOT ANALYSIS
Following is the SWOT Analysis for AIRTEL.
STRENGTH WEAKNESS
OPPORTUNITIES THREATS
Very focused on telecom.Leadership in fast growing cellular segment.Pan-India footprint.The only Indian operator, other than VSNL, that has an international submarine cable.
Price Competition from BSNL and MTNLUntapped Rural market
The fast-expanding IPLC market.Latest technology and low cost advantage.Huge market.
Competition from other cellular and mobile operators.Saturation point in Basic telephony service
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STRENGTH
VERY FOCUSED ON TELECOM Bharti Airtel is largely focused on the telecom; around 93% of the total revenue comes from telecom (Total telecom revenue Rs 3,326).
LEADERSHIP IN FAST GROWING CELLULAR SEGMENT Airtel is holding leadership position in cellular market.. Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 27,239,757 customers as on August 31, 2006, consisting of 25,648,686 GSM mobile and 1,591,071 broadband & telephone customers.
PAN INDIA FOOTPRINT Airtel offers the most expansive roaming network. Letting you roam anywhere in India with its Pan-India presence, and trot across the globe with International Roaming spread in over 240 networks. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 92 cities.
THE ONLY OPERATOR IN INDIA OTHER THAN VSNL HAVING INTERNATIONAL SUBMARINE CABLES. Airtel, the monopoly breaker shattered the Telecom monopoly in the International Long
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Distance space with the launch of International Submarine cable Network i2i jointly with Singapore Telecommunications Ltd. in the year 2002.
WEAKNESS
Price Competition from BSNL and MTNL . Airtel is tough competition from the operators like BSNL and MTNL as these two operators are offering services at a low rate.
Untapped Rural market . Although Airtel have strong Presence throughout the country but still they are far away from the Indian rural part and generally this part is covered by BSNL so indirectly Airtel is loosing revenue from the rural sector.
OPPORTUNITIES
THE FAST EXTENDING IPLC MARKET An IPLC (international private leased circuit) is a point-to-point private line used by an organization to communicate between offices that are geographically dispersed throughout the world. An IPLC can be used for Internet access, business data exchange, video conferencing, and any other form of telecommunication. Airtel Enterprise Services and SingTel jointly provide IPLCs on the Network i2i. The Landing Station in Singapore is managed by SingTel and by Airtel in Chennai (India). Each Landing Station has Power Feeding Equipment, Submarine Line Terminating Equipment and SDH system to power the cable, add wavelengths and convert the STM-64 output to STM-1 data streams respectively.
LATEST TECHNOLOGY AND LOW COST ADVANTAGE The costs of introducing cellular services for Airtel are marginal in nature, as it needs only to augment its cellular switch/equipment capacity and increase the number of base stations. The number of cities, towns and villages it has covered already works to its advantage as putting more base stations for cellular coverage in these areas comes with negligible marginal cost. Besides such cost advantages, it has also other cost advantages for the
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latest cellular technology. As a late entrant into the cellular market, it has dual advantage of latest technology with modern features, unlike other private cellular operators who started their service more than 4-5 years back and low capital cost due to advantages of large scale buying of cellular switch/equipment.
HUGE MARKET The cellular telephony market is presently expanding at a phenomenal / whopping __ rate every year and there is still vast scope for Airtel to enter /expand in this market. Besides there is a vast rural segment where the cellular services have not made much headway and many customers are looking towards Airtel for providing the service to them. With its wide and extensive presence even in the remotest areas, Airtel poised to gain a big market share in this segment when it expands cellular services into the rural areas.
THREATS
COMPETITION FROM OTHER CELLULAR It is time for BSNL to improve/expand its cellular services. Fierce and cut-throat competition is already in place with the markets ever abuzz with several tariff reductions and announcement of attractive packages, trying to grab most of the ‘mind share’ of the ‘king’ - ‘the consumer’, whose benefits are increasing with passing of everyday. If BSNL is not innovative and agile, its cellular service will be a flop. It needs to be proactive with attractive packaging, pricing and marketing policies lest its presence in the market be treated with disdain by the private cellular companies. The launch of WLL services by Reliance Infocom has aggravated the situation.
MARKET MATURITY IN BASIC TELEPHONY SEGMENT Although Airtel entered in the basic telephony market it’s a biggest there for the company as the basic telephony market has reached
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PROBLEME AND LIMITATION
PROBLEME-
Some time actual customer do not come to the ACR them self else they send
third person and that person is not in a position tom fill the questionnaire.
Some time respondents do not show interest in answering the question.
It becomes very difficult to convince the user of other mobile connection to
switch over to Airtel connection.
LIMITATION-
There are only 3 ACRs in Lucknow & relevant data is not shared some time
because of privacy issues so we visited several mobile shops. Also data
collection is done through Questionnaire.
Many person rejected Airtel connection straightway.
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CONCLUSIONS
In the basis of analysis of data collect by the questionnaire & filled by the
customer we can conclude the fallowing:-
Various schemes and offers are given to the consumers from time to time
Brand name is the most important factor responsible for the purchase decision
of the consumer.
Direct interaction with the customer is important.
Due to lack of proper outlook of the company few customer are not satisfied
with the services of company.
Network connectivity influences the customer decision the most.
On the basis of analysis of data is a scope of expansion for the telecom
companies.
The level of expectation, which the customer has from the quality of services
provided is increasing constantly.
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Extra services apart from regular call and SMS are required to satisfy the
customer.
STRATEGY
Some of the strategy which are being fallowed me during my project is.
1- To meet at least 10 to 15 customer in a day.
2- To maintain personal relationship with the customer by personalization of
the product presentation.
3- Getting the references from every scale lead.
4- By increasing the calls per day on order to achieve the targets before time.
5- Collecting the data of the customer from various sources.
6- We are required to under take assignment jobs alone with the day to day
function of the company both at the assistance and the execution level.
This helps us to gain a deeper understanding of the work culture deadlines
pressure etc, of an organization.
7- The objective of on job training is too learned and develops knowledge and
quality of interaction with customer. To learn about the selling skill.
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8- The primary objective is to learn the different stages of personal as well as
corporate selling.
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RECOMMENDATION
The fallowing must be considered by the telecom industry to maintain its
customer satisfaction.
Telecom industry should focus on the customer and requirement of consumer.
There should be a direct contact with the customer to get their fist hand views
and suggestions.
Customer care outlet (ACRs) should be made in every locality of the city for
easy access. It would also help in educating the customer with new offers.
And would reduce the waiting time that is there at centralized customer care
center.
Telecom companies should provide their customer an update on information
about their account and company offers from time to time.
Attractive schemes from time to time should be offered to increase the sales.
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Network connectivity on highways rail tracks and rural areas should be
improved to get more customers .This would also increase the satisfaction
level.
Different tariff cards should be available to reduce the call rates and SMS
rates a variety would help the customer in selecting the tariff which is most
suitable to him.
Tool free customer care number should be easily accessible.
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QUESTIONNAIRE
Survey On Potential Of Market
We are the student of PGDM and conducting survey for telecom industry, so please fill up the questionnaire.
Company or organization’s name …………… Contact no. …………Name of concern person ……………... Address ………...
1. Do you use Broadband? Yes [ ] no [ ]
2. Which company’s telecom service are you using? a- Airtel [ ] b- BSNL [ ] c- Reliance [ ]
3. Which company’s you prefer and suggest for better services? a- Airtel [ ] b- BSNL [ ] c- Reliance [ ]
4. Which thing does force you for using the company network? a- Better services [ ] b- Brand name [ ] c- Old no [ ] d- Good network [ ] e- Good tariff plan [ ]
5. What is your total billing on Broadband are you using? a- 2000-5000 [ ] b- 7000-10000 [ ] c- above 10000 [ ]
6. How do you know about airtel broadband/ landline? a- Sales person [ ] b- Media [ ] C- Neighbors/friend [ ] d- Other [ ]
7. Which type of call do you made?
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a- Local call [ ] b- STD call [ ] c- ISD call [ ] d- All of the above [ ]
Any suggestion for Telecom Industry.
………………………………………………………………………………………………………………………………………………………………Thanking you for giving us your valuable time.
BIBLIOGRAPHY
Books:-
Kotler, Philip. (1999): Marketing Management, Prentice Hall of India Pvt.Ltd.
Kothari, C.R (2001): Research Methodology, Vishwa Publication.