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    CCCUUUSSSTTTOOOMMMEEERRR AAACCCQQQUUUIIISSSIIITTTIIIOOONNN&&&

    RRREEETTTEEENNNTTTIIIOOONNN OOOFFF AAAIIIRRRTTTEEELLL

    CCCUUUSSSTTTOOOMMMEEERRRSSS IIINNNPPPAAATTTNNNAAA

    Submitted in the Partial Fulfilment of the Requirement of the Course

    . Of PGDM (2009-2011)

    Submitted To: Submitted by:

    Prof. P.K. Agarwal AJEET KUMAR SINGH

    (Director) ROLLS NO: MO9002

    IIMT PROFESSIONAL COLLEGEIIMT Nagar, Ganga Nagar, Mawana Road, Meerut 250001

    Ph: 91-121-2626284, 2620287, Fax: 91-121-2649606, 2621006

    Email:[email protected];Web Site:www.iimtindia.net

    mailto:[email protected]:[email protected]:[email protected]://www.iimtindia.net/http://www.iimtindia.net/http://www.iimtindia.net/http://www.iimtindia.net/mailto:[email protected]
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    COMPANY CERTIFICATE

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    DECLARATION

    I, AJIT KUMAR SINGH, hereby declare that the project entitledCUSTOMERACQUISITION & RETENTION OF AIRTEL CUSTOMER IN PATNA is my

    original work, done by me. Now it is an asset of IIMT PROFESSIONAL COLLEGE,

    Meerut All the rights for using this project report lie with the institute. Unauthorized

    copying, hiring, broadcasting, or rental of this project without permission from the

    institute will be considered illegal.

    DATE: AJIT KUMAR SINGH

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    ACKNOWLEDGEMENT

    Presenting a Summer Training project of this type is an arduous task,

    demanding a lot of time. I cannot in full measure reciprocate the kindness shown and

    contribution made by various persons in this endeavour. I will remember all of them

    with gratitude.

    My sincere thanks towards Mr. ANAND PRIYA ASM -Airtel, PATNA), for

    giving me a chance to take this project and for her valuable guidance, which helped

    me on all those points, which I needed to include in, with full intensity , for his

    significant support extended for the successful completion of the project

    I am extremely gratified to Mr. RAHUL SINGH (T.L., Airtel), who was

    extremely helpful in offering his professional expertise and bestowing me practical

    knowledge in all spheres related to the whole organization working.

    I am very grateful to myDirector Dr. P.K AGARWAL and all faculty

    members, especiallyMR. PRADEEP KUMAR for their excellent guidance in the

    completion of my project work

    DATE: AJIT KUMAR SINGH

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    PREFACE

    It Is a thing of massive gratification for me to prsent this Sumer Training

    Project Report on the topic Customer Acquisition & rtention of Airtel Customer in

    Patna completed in an unrivaled organisation AIRTEL, In PATNA'.

    Mobile telephony adoption is on the rise and recent technological innovations have

    dramatically enhanced the capabilities of the wireless telephone. Leveraging the

    power of these new capabilities, various business sectors are working together to offer

    a wide array of services. Each sector is looking for the next "killer application," yet

    we are still learning about people's information and communication needs while "on

    the go."

    The goal of this two-months training is to bring together an international group of 5-8

    practitioners and researchers from various sectors of the mobile communications

    industry. We will discuss the following topic areas and, prior to the workshop; invite

    participants to identify specific issues that they feel are particularly relevant and

    timely. I myself have for a long time deeply interested in studying consumer trends &

    behaviour towards mobile industry.

    I know that even in the areas in which I have a little knowledge, I do not know

    enough. There are new tasks in these areas for which I am not yet equipped with

    tested, proven approaches and tools. New areas of challenge and new technology

    problems has arisen, where I have done 7 little work so far and where I have so far

    only ignorance rather than even a modicum of knowledge.

    This project attempts to identify and define areas related to consumer

    behaviour regarding new connection services. It also attempts to develop at least first

    approach.

    DATE: AJIT KUMAR SINGH

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    EXECUTIVE SUMMARY

    Airtel comes to you from Bharti Cellular Limited - a part of the biggest

    private integrated telecom conglomerate, Bharti Enterprises.

    Bharti provides a range of telecom services, which include Cellular, Basic,

    Internet and recently introduced National Long Distance. Bharti also manufactures

    and exports telephone terminals and cordless phones. Apart from being the largest

    manufacturer of telephone instruments in India, it is also the first company to export

    its products to the USA. Bharti is the leading cellular service provider, with a

    footprint in 15 states covering all four metros and more than 7 million satisfied

    customers

    Bharti Tele-Ventures believes that the demand for mobile services in India will

    continue to grow rapidly as a result of the following factors:

    Lower tariffs and handset prices over time;

    Growth in pre-paid customer category;

    Greater economic growth and continued development of India's economy;

    Higher quality mobile networks and services; and

    Greater variety and usage of value added services

    The project is based on the study of consumer trends, behaviour,

    preferences and level of satisfaction in Airtel communication Ltd. The study was

    conducted in Patna with sample size of 100 and sample units were suppliers and

    Consumer of mobile connection

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    TABLE OF CONTENTS

    PARTICULAR PAGE NO

    DECLARATION (IV)

    ACKNOWLEDGEMENT (V)

    PREFACE (VI)

    EXECUTIVE SUMMARY (VII)

    CHAPTER I

    INTRODUCTION 1-15

    CHAPTER II

    COMPANY PROFILE

    ORGANIZATIONAL STRUCTURE

    SWOT ANALYSIS

    BUSINESS & MARKETING STRATEGIES

    COMPANY PLANS.

    16-36

    CHAPTER

    III

    RESEARCH METHODOLOGY

    OBJECTIVES OF THE STUDY

    RESEARCH DESIGN

    COLLECTION OF DATA

    PRIMARY DATA

    SECONDARY DATA

    37-41

    CHAPTER IV

    DATA ANALYSIS AND INTERPRETATION 42-55

    CHAPTERV

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    FINDINGS

    CHAPTER VI

    56-57

    LIMITATION 58-59

    CHAPTER

    VII

    CONCLUSION 60-61

    CHAPTERVI

    RECOMMENDATIONS & SUGGESTIONS 62-64

    CHAPTERVII

    o BIBLIOGRAPHYo QUESTIONNAIRE

    65-66

    67-71

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    INTRODUCTION

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    INTRODUCTION

    This is project ofcustomer acquisition & retention of Airtel customer in Patna

    During this whole training i got a lot of expererience and came to know about

    management practice in real that how it differ from those the theoretical knowledge

    And practically in real life.

    In today globalize world cut-throat competition is prevailing in the market,

    Theoretical knowledge is not sufficient. Beside this one need to have practical

    knowledge, which would help in his/her carrier activities and it is true Experience is

    the best teacher

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    LITERATURE REVIEW

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    A key factor for the growth of any business is the acquisition of new customers and

    the retention of existing clients. While customer acquisition is a key goal, it poses

    challenges, including potentially high marketing costs and efforts needed to close a sale.

    For most businesses, the primary means of growth involves the acquisition of new

    customers. This could involve finding customers who previously were not aware of your

    product, were not candidates for purchasing your product, or customers who in the past have

    bought from your competitors. Some of these customers might have been your customers

    previously, which could be an advantage (more data might be available about them) or a

    disadvantage (they might have switched as a result of poor service). In any case, data mining

    can often help segment these prospective customers and increase the response rates that an

    acquisition marketing campaign can achieve.

    Customer Retention is the activity that a selling organization undertakes in order to reduce

    customer defections. Successful customer retention starts with the first contact an

    organization has with a customer and continues throughout the entire lifetime of a

    relationship. A companys ability to attract and retain new customers, is not only related to

    its product or services, but strongly related to the way it services its existing customers and

    the reputation it creates within and across the marketplace.

    Customer retention is more than giving the customer what they expect; its about exceeding

    their expectations so that they become loyal advocates for your brand. Creating customer

    loyalty puts customer value rather than maximizing profits and shareholder value at the

    centre of business strategy The key differentiator in a competitive environment is more often

    than not the delivery of a consistently high standard of customer service.

    http://en.wikipedia.org/wiki/Marketplacehttp://en.wikipedia.org/wiki/Brandhttp://en.wikipedia.org/wiki/Brandhttp://en.wikipedia.org/wiki/Marketplace
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    TELECOM HISTORY SINCE 1842 TILL NOW

    With the dramatic changes in interpersonal communication over the past decade,

    Internet messaging has emerged as the primary medium for transferring information

    quickly, inexpensively, and reliably. However, the growing popularity of wireless

    telephones has added another dimension to the communications equationmobility.

    As more Indians rely on cellular communication, this market is expected to see

    explosive growth over the forecast period.

    Lets have a review of telecommunication History:-

    TELECOM HISTORY

    1842: Wireless by conduction

    1843: Early electromagnetic research, wireless by induction

    1865: Induction and Dr. Loomis

    Early radio discoveries

    1879: D.E. Hughes and the first radio-telephone reception

    1880: The photo phone and the first voice radio-telephone call

    1880 to 1900: Radio development begins in earnest

    1910: The first car-telephone

    1924: The first car-mounted radio-telephone

    1937: Early conventional radio-telephone development

    The modern era begins

    1946: The first commercial American radio-telephone service

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    1947: Cellular systems first discussed

    1948: The first automatic radio telephone service

    1969: The first cellular radio system

    1973: The Father of the cell phone

    1978: First generation analog cellular systems begin

    1980: Growth of Japanese cellular development

    1981: NMT -- the first multinational cellular system

    1982: The rise of GSM

    1990: North America goes digital: IS-54

    Prehistory (Birth to Bell Labs, 1924)

    While puzzling over the mysteries of radio, many inventors worked

    concurrently on power generation, telegraphs, lighting, and later, telephone. The

    thorough understanding of electricity required to produce a reliable, practical radio

    system took a long time and happened in different phases.

    In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science

    that could help generate electrical power and, if fully understood and applied, usher in

    the era of telecommunication.

    Michael Faraday - 1791 to 1867

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    In 1821 Michael Faraday reversed Oberstars experiment and in so doing

    discovered induction. This helped him build the world's first electricity generator. He

    worked on different electrical problems in the next ten years, eventually publishing

    his results on induction in 1831.

    Joseph Henry - 1797 to 1878

    In 1830 the great American scientist Professor Joseph Henry transmitted the

    first practical electrical signal; showing that electromagnetism could do more than just

    create current or pick up heavy weights -- it could communicate. In a stunning

    demonstration in his Albany Academy classroom, Henry created the forerunner of the

    telegraph. While Henry did not pursue electrical signalling, he did help someone who

    did. And that man was Samuel Finley Breese Morse.

    Samuel Morse - 1791 to 1872

    In 1837 Samuel Morse invented the first practical telegraph, applied for its

    patent in 1838 and was finally granted it in 1848. Joseph Henry helped Morse build a

    telegraph relay or repeater that allowed long distance operation. The telegraph

    brought the country closer and eventually the world. Morse also experimented with

    wireless, not by passing signals though the atmosphere but through the earth and

    water. Without a cable.

    Wireless by conduction

    On October 18, 1842, Morse laid wires between Governor's Island and

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    Castle Garden, New York, a distance of about a mile. Part of that circuit was under

    water. But before he could complete this demonstration a passing ship pulled up his

    cable, ending it seemed, his experiment. Undaunted, Morse proceeded without the

    cable, passing his telegraph signals through the water itself. This is wireless by

    conduction.

    Over the next thirty years most inventors and developers concentrated on wire

    line telegraphy, that is, conventional telegraphy carried over wires suspended on

    poles. Few tinkered exclusively with wireless since a basic radio theory had not yet

    been worked out. Telegraphy, however, did produce a good understanding of wireless

    by induction since wires ran parallel to each other and often induced rogue currents

    into other lines.

    Early electromagnetic research

    In 1843 Faraday began intensive research into whether space could conduct

    electricity.

    In 1864 Maxwell released his paper "Dynamical Theory of the

    Electromagnetic Field" which concluded that light, electricity and magnetism were all

    related and that all electromagnetic phenomena travelled in waves.

    Induction and Dr. Loomis

    In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first

    person to communicate through wireless via the atmosphere. Between 1866 and 1873

    he transmitted telegraphic messages at a distance of 18 miles. At one location he even

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    flew a metal-framed kite on a metal wire, perhaps taking inspiration from Benjamin

    Franklin. At another location a similar kite picked up these signals and noted them

    with a galvanometer.

    Early radio discoveries

    Maxwell's 1864 conclusions were distributed around the world and created a

    sensation. But it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany,

    could produce and detect radio waves consistently and reliably.

    On November 22, 1875, while working on acoustical telegraphy, a science

    close to telephony, Thomas Alva Edison noticed unusual looking electro-magnetic

    sparks.

    D.E. Hughes and the first radio-telephone reception

    From 1879 to 1886, London-born David Hughes discovered radio waves but

    was told incorrectly that he had discovered no such thing. Discouraged, he pursued

    radio no further.

    Hughes noticed a clicking noise in his home built telephone each time he

    worked using his induction balance, a device now often used as a metal detector. He

    transmitted signals from one room to another in his house in London. But since the

    greatest range there was about 60 feet, Hughes took to the streets with his telephone,

    intently listening for the clicking produced by his clockwork transmitter, gradually

    diminishing until it no longer could be heard.

    Alexander Graham Bell was the man who invented the telephone and made

    the first call on a wired telephone to Thomas Watson. Bell was also first with radio.

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    1888 onwards: Radio development begins in earnest

    In 1888 the German, Heinrich Hertz, conclusively proved Maxwell's

    prediction that electricity could travel in waves through the atmosphere. Unlike

    Hughes, the extensive and systematic experiments into radio waves that Hertz

    conducted were recognised and validated by inventors around the world.

    Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them

    to ring a bell remotely and to explode some gunpowder".

    Marconi established the first successful radio system. In 1901, his radio-

    telegraph system sent signals across the Atlantic Ocean. Ships were the first wireless

    mobile platforms. In 1901 Marconi placed a radio aboard a Thorny croft steam-

    powered truck, thus producing the first land-based wireless mobile transmitting data,

    not voice.

    In December 24, 1906, Reginald Fessenden accomplished the first radio band

    wave communication of human speech over a distance of 11 miles, from Brant Rock,

    Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to

    telegraph codes, no longer just a wireless telegraph, but a means of verbal

    communication.

    The first car-telephone

    From 1910 onwards, Lars Magnus Ericsson, the man who founded

    Ericsson in 1876, and his wife Hilda, regularly worked the first car telephone. Access

    was not by radio, instead there were two long sticks, like fishing rods, handled by

    Hilda. She would hook them over a pair of telephone wires, seeking a pair that was

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    free. When they were found, Lars Magnus would crank the dynamo handle of the

    telephone, which produced a signal to an operator in the nearest exchange.

    Around the same time, the triode tube was developed, allowing far greater

    signal strength to be developed both for wire line and wireless telephony. No longer

    passive like a crystal set, a triode was powered by an external source, which provided

    much better reception and volume.

    Later, with Armstrong's regenerative circuit, tubes were developed that could

    either transmit or receive signals, were stable and powerful enough to carry the human

    voice and sensitive enough to detect those signals in the radio spectrum.

    In 1919, three firms came together to develop a wireless company that one day

    would have a reach across the globe. Heavy equipment maker ASEA, boiler and gas

    equipment maker AGA and telephone manufacturer LM Ericsson formed SRA Radio,

    the forerunner of Ericsson's radio division.

    The first car-mounted radio-telephone

    Bell Laboratories claims to have invented the first version of a mobile in 1924.

    It was a two-way, voice-based radio-telephone and the adjoining photograph from

    their site certainly seems to confirm it.

    History of cellular mobile telephony: 1982 to 2001

    1980 - First cellular phones began to appear

    1982 - Nordic Mobile Telephony (NMT) standard

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    1983 - American Mobile Phone System (AMPS) standard

    1986 - Nordic Mobile Telephony (NMT) 900 MHz

    1991 - Commercial launch of the GSM service

    1993 - Coverage of main roads GSM services start outside Europe

    1994 - Japanese Digital Cellular (JDC)

    1996 - USA Personal Communications Systems (PCS)

    1982 - The beginning

    During the early 1980s, analog cellular telephone systems experienced rapid

    growth in Europe, particularly in Scandinavia and the United Kingdom, but also in

    France and Germany. Each country developed its own system, which was

    incompatible with those of others, in equipment and operation. This was an

    undesirable situation, because not only was the mobile equipment limited to operation

    Within national boundaries, but also limited to the market for each type of equipment.

    This scenario in a unified Europe was undesirable.

    The Europeans realized this early on, and in 1982, the Conference of European

    Posts and Telegraphs (CEPT) form a study group called the Group Special Mobile

    (GSM) to study and develop a pan-European public land mobile system. The

    proposed system had to meet certain criteria, which included:

    1. Good subjective speech quality.

    2. Low terminal and service cost.

    3. Support for international roaming.

    4. Ability to support handheld terminals.

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    5. Support for a range of new services and facilities.

    6. Spectral efficiency

    7. ISDN compatibility.

    Nordic Telecom and Netherlands PTT proposed to the CEPT the development

    of a new digital cellular standard that would cope with the ever-burgeoning demands

    on European mobile networks. The European Commission (EC) issued a directive

    which required member states to reserve frequencies in the 900 MHz band for GSM

    to allow for roaming.

    1986 Main GSM radio transmission techniques were chosen.

    1987 September - 13 operators and administrators from 12 areas in the CEPT GSM

    advisory group signed the charter GSM (Groupe Spciale Mobile) MoU "Club"

    agreement, with a launch date of 1 July 1991.

    The original French name Groupe Spciale Mobile was changed to Global System for

    Mobile communications; but the original GSM acronym remains.

    GSM SPECIFICATIONS WERE DRAFTED.

    19891998

    In 1989, GSM responsibility was transferred to the European

    Telecommunication Standards Institute (ETSI), and phase I of the GSM specifications

    was published in 1990. Commercial services started in mid 1991, and by 1993 there

    were 36 GSM networks in 22 countries, with 25 additional countries like South

    Africa, Australia and many Middle and Far East countries opting for GSM. By the

    beginning of 1994, there were 1.3 million subscribers worldwide.

    The developers of GSM chose an unproven (at that time) digital system, as

    opposed to the then standard analog cellular systems like AMPS in the United States

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    and TACS in the United Kingdom. They had faith in the advancements in

    compression algorithms and digital signal processors to allow the fulfilment of the

    original criteria and the continual improvement of the system in terms of quality and

    cost.

    The European Telecommunications Standards Institute (ETSI) defined GSM as the

    internationally accepted digital cellular telephony standard.

    1990

    Phase 1 GSM 900 specifications were frozen

    DCS adaptation started.

    Validation systems implemented.

    First GSM World congress at Rome had 6100 participants.

    1991

    First GSM specification was demonstrated.

    DCS specifications were frozen.

    GSM World Congress at Nice had 690 participants.

    1992

    January - The first GSM network operator was Oy Radiolinja Ab in Finland.

    December 1992 - 13 networks were on air in 7 areas.

    GSM World Congress at Berlin had 630 participants.

    1993

    GSM was demonstrated for the first time in Africa at Telkom '93 in Cape Town.

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    Roaming agreements between several operators were established.

    By December 1993, 32 networks were on air in 18 areas.

    GSM World Congress at Lisbon progressed with 760 participants.

    Telkom '93 was held in Cape Town. First GSM systems were shown.

    1994

    First GSM networks in Africa were launched in South Africa.

    Phase 2 data /fax bearer services were launched.

    Vodacom became the first GSM network in the world to implement data/fax.

    GSM World Congress at Athens drew 780 participants.

    December 1994 -- 69 networks were on air in 43 areas.

    1995

    GSM MOU was formally registered as an association registered in Switzerland with

    156 members from 86 areas.

    GSM World Congress at Madrid attracted 1400 participants.

    December 1995 - 117 networks were on air in 69 areas.

    Fax, Data and SMS roaming started.

    GSM phase 2 standardisation was completed, including adaptation for PCS 1900.

    First PCS 1900 network was shown live 'on air' in the USA.

    Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM.

    Namibia goes on-line.

    Ericsson 337 wins GSM phone of the year.

    US FCC auctioned off PCS licenses.

    1996

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    December 1996 - 120 networks were on air in 84 areas.

    GSM World Congress was held in Cannes.

    GSM MOU Plenary was held in Atlanta GA, USA.

    8K SIM was launched.

    Pre-paid GSM SIM cards were launchedBundled billing was introduced in South Africa.

    Libya goes on-line.

    Option International launches the world's first GSM/Fixed-line modem.

    2001

    Feb -- GSM Conference held in Cannes.

    By May 2001 there were 1000m GSM 900/1800/1900 users worldwide.

    16 billion SMS messages were sent in April 2001.

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    COMPANY PROFILE

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    COMPANY PROFILE

    Airtel comes to you from Bharti Cellular Limited - a part of the biggest

    private integrated telecom conglomerate, Bharti Enterprises.

    Bharti provides a range of telecom services, which include Cellular, Basic,

    Internet and recently introduced National Long Distance. Bharti also manufactures

    and exports telephone terminals and cordless phones. Apart from being the largest

    manufacturer of telephone instruments in India, it is also the first company to export

    its products to the USA. Bharti is the leading cellular service provider, with a

    footprint in 15 states covering all four metros and more than 7 million satisfied

    customers.

    VISION:

    To make mobile communications a way of life and be the customers' first choice.

    MISSION:

    We will meet the mobile communication needs of our customers through:

    Error-free service delivery

    Innovative products and services

    Cost efficiency

    Unified Messaging Solutions

    CORE VALUE:

    We will delight our customer with our simplicity, speed & innovation.

    We will honours our commitment.

    We will follow the highest standard of professional integrity & behaviour.

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    We will respect individual, build winning teams and lead by example.

    We will create a fun filled and friendly workplace.

    AIRTEL MOBILE COMMUNICATIONS LIMITED

    Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting

    investments in telecommunications services. Its subsidiaries operate telecom services

    across India. Bharti Tele-Ventures is India's leading private sector provider of

    telecommunications services based on a strong customer base consisting of 7.42

    million total customers, which constitute, 6.76 million mobile and 657,000 fixed line

    customers, as of April 30, 2009.

    Bharti Tele-Ventures vision for its mobile business is To make mobile

    communications a way of life and be the customers first choice.

    The mission is to meet the mobile communication needs of the customer through 1)

    error free service 2) Innovative products and services and 3) cost efficiency. The

    Companys strategic objective is to consolidate its leadership position amongst the

    mobile service providers in India.

    The Indian mobile market, according to the COAI, has increased from approximately

    1.2 million subscribers as of March 31, 1999 to approximately 29.21 million

    subscribers as of June 30, 2009.

    Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8%

    as of June 30, 2009, is significantly lower than the average mobile penetration rate in

    other Asian and international markets.

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    The number of mobile subscribers in India is expected to show rapid growth over the

    next four years. By 2006 it is projected at 100 million by COAI and 44 million by

    Gartner.

    Bharti Tele-Ventures believes that the demand for mobile services in India will

    continue to grow rapidly as a result of the following factors:

    Lower tariffs and handset prices over time;

    Growth in pre-paid customer category;

    Greater economic growth and continued development of India's economy;

    Higher quality mobile networks and services; and

    Greater variety and usage of value added services.

    Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services

    in all the twenty-two telecom circles in India. It proposes to consolidate all its

    subsidiaries providing mobile services under Bharti Cellular Limited.

    As of June 30, 2009, approximately 92% of India's total mobile subscriber market

    resided in the Company's sixteen mobile circles, which collectively covered only 56%

    of India's land mass.

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    AIRTEL DISTRIBUTION SYSTEM

    DISTRIBUTION SYSTEM

    A proper distribution system is very important for every company because now

    days the customer wants full service without any pain. Airtel has a deep

    penetration in the market of prepaid cards, coupons, easy recharge and post-

    paid cards. I also have seen in the market the happy faces of customers and

    retailers of Airtel because of the easy availability of Airtel cards and coupons.

    BENEFITS OF GOOD DISTRIBUTION SYSTEM

    1. Easy availability2. Satisfied customers3. Competitive advantage4. Better market reputation5. Saves time

    DISTRIBUTION SYSTEM OF AIRTEL

    1. Organisation (C&FA's)2. Distributor3. Retailer4. Customer

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    OrganisationC&FA

    Distributor

    FOS FOSFOS

    Several FOS

    DifferentRetailers

    DifferentRetailers

    DifferentRetailers

    Distributor

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    ORGANIZATION STRUCTURE

    Organisation of AIRTEL provides services through FSO (Full Service Outlets)

    and DSA (Direct Sales Agent)

    MANAGEMENT HIERARCHY AT AIRTEL

    "MANAGEMENT HIERARCHY"

    VICE PRESIDENT

    MARKETING STRATEGY

    CHANNEL OPERATION MANAGER

    DISTRICT OPERATION HEAD

    PRE PAID MANAGER

    PRE PAID HEAD CIRCLE

    MARKETING SUPPORT MANAGER -A MARKETING SUPPORT MA

    MARKETING HEAD

    CIRCLE SALES & MARKETING HEAD

    VICE PRESIDENT

    SALES PLANNING

    CHIEF GENERAL MANAGER

    CHIEF SALES AND MARKETING OFFICER

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    THREE TYPES OF SALES:

    1. Primary Sales - Organisation to Distribution of Prepaid, Post-paid Cards,Coupons, easy recharge etc.

    2. Secondary Sales - Distributor to Retailers3. Tertiary Sales - Retailer to Customer.

    PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:

    Dealer

    FOS (Saw that the form is completed and has Accessory papers

    Distributor (Activates the card)

    PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:

    Dealer (Collects of Cash and facilitates in Competition)

    FOS (Collects the Form)

    Distributor (Activates the card)

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    SWOT ANALYSIS OF AIRTEL

    Strengths

    INVESTORs FAITH:

    Investors faith in Airtel gives huge monetary support.

    STRONG ADMINISTRATION:

    Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an well-

    organized & administrative company.

    BRAND NAME:

    Airtel as a brand is the synonym of success. It is the largest private limited

    organization of India.

    Weakness

    Lack Of Co-Ordination Between Deptt.

    Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.

    Opportunity

    Favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily

    modify their tariff plans according to it and gain customer attraction.

    Threats

    Tough COMPETITION: Airtel has to face a tough competition with existing market

    leaders like Reliance (Reliance is providing Free Outgoing also) Hutch, Idea, Dolphin

    and Trump.

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    BUSINESS & MARKETING STRATEGIES

    Some Marketing And Business Tools Adopted By AIRTEL As To

    Promote Its Activities:

    Seminars: seminars are conducted at different places by the expert time

    by time to make people aware.

    Publicity: publicity is done through various media.

    Stalls at famous places: they conduct their stall after a particular period

    of time on the famous and public place to attract them towards themselves.

    DSA (Direct Sales Agency)

    Print media

    Hoarding

    Banners

    Advertisement

    Leaflets

    Follow ups

    By KNOP

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    All Circles Total6.67 %

    Airtel6.39 %

    B Circle category has shown the highest growth in subscriber base on an

    individual basis this month.

    At Airtel, we have always sought to enhance value for you as a customer by providing

    you the most relevant and easy to use services through innovation and by harnessing

    the latest developments in technology. In line with this strategy, we have constantly

    introduced innovative products and services to suit your unique needs and wants.

    Our services range from CLI to Music Messaging to Lost Call Alerts all to serve

    you better.

    Move your mouse over any service from the following menu to get a brief description

    on what it is all about.

    SMS

    ASTROLOGY

    RINGTONES

    VOICE-MAIL

    DAIL-A-RINGTONE

    LOGOS

    CALLER TUNES

    MUSIC MESSAGING

    FLASH MESSAGES

    BLINKING MESSAGES

    JOKES

    LOVE JOKES

    YAHOO! MESSAGING

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    YAHOO! MAIL

    NEWS UPDATES

    SPORTS

    CALLER IDENTIFICATION

    TRENDS IN MOBILE COMMUNICATIONS

    The growth and penetration of sophisticated digital communication systems,

    infrastructures, and services, has been increasing constantly over the last decade.

    Examples of these services are the Internet, electronic mail, multimedia, pagers,

    PDA's, and mobile telephony. From marginal penetration 15 years ago, these systems

    and services are becoming a commodity in both professional and consumer markets

    worldwide. The developments in these fields are still going strong. In particular, rapid

    advances - both in technology and services - can currently be observed in wireless and

    mobile systems that support the communication of different media, such as data,

    speech, audio, video and control.

    Current wireless network and mobile phone services roll-out is cantered around four

    available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning

    systems. The wireless application protocol (WAP), initially carried by second

    generation GSM and in the future by third generation UMTS wireless networks, will

    turn the mobile phone into a networked smart-phone capable of low to medium data

    rate Internet functionalities. Bluetooth will allow for short-range data communication

    between consumer appliances in a domestic environment. Positioning systems will

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    Become integral part of mobile phones such that services can be made dependent on

    the location of the user in the network.

    When projecting the progress in mobile networks and services into the future, three

    developments are of importance. In the first place, we can observe that more and more

    mobile phone-like devices start to include accessories such as a small keyboard, a

    display, and a speech interface. Such communication and information-oriented

    systems are emerging as hybrids between the mobile phone and the wireless laptop

    personal computer. With higher bit rates supporting more advanced services, the

    integration of the personal computer and personal communication devices will be

    pushed even further.

    In the second place, we observe that computing resources are becoming ubiquitously -

    that is everywhere and at all time - available. We will soon live in an environment that

    supports us by providing ubiquitous Computing for a wide variety of tasks and

    services. Daily life consumables, durable products and services already contain an

    ever-increasing number of sensors, actuators, processing units, and (embedded)

    software. The personal computer has entered daily life as a necessary commodity, and

    the development of sophisticated communication systems in today's society relies

    heavily on the availability of computation resources.

    Finally, we observe that communication and computing is becoming increasingly

    personal. The device (and therefore the user) is always on-line, the user is identifiable,

    the device can be personalized, and the system knows about the users position.

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    CELLULAR MOBILE PRICING STRUCTURE AND

    TRENDS

    Successful growth and diffusion of mobile communication services is focusing greater

    attention on how mobile relates to fixed networks. Accordingly, it is necessary for

    regulatory authorities to review current frameworks in those instances where

    regulation might impede the offering of certain pricing structures, such as calling

    party pays. This issue is critical in putting fixed and mobile networks on an equal

    footing, so the potential for competition between networks can be exploited. Testing

    the demand for new pricing structures can be left to the market. Successful growth

    and diffusion of mobile communication services is focusing greater attention on how

    mobile communication relates to the Internet and electronic commerce. This report

    reviews and benchmarks the pricing of emerging services such as short message

    services. These services are the harbingers of ? Third generation ? Information

    services over mobile networks, and policy makers need to review current regulatory

    frameworks to enhance pricing innovation and competition in the provision of these

    services.

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    INDIVIDUAL CUSTOMIZATION

    An important trend in our society is agility or mass individualization. Consumer

    behaviour is much more volatile, much less predictable and increasingly concerned

    with instant gratification. The expectation is that in due course this trend towards

    individualization will become a more important factor in the emerging markets too,

    particularly in the urban areas. As well as setting quality standards for products, this

    attitude also demands delivery at the right time and in the right place. At any moment,

    wherever the consumer may be, it has to be possible to satisfy his or her requirements;

    it is a question of the consumer as a "moving target" and how we can increase our

    chances of "scoring a hit".

    In modern thinking about categories of consumers, every consumer has something of

    this instant consumer in his or her make-up, alongside other possible descriptions,

    such as "rational", "social" and "responsible". What's more, this can vary according to

    the product category. One moment, moreover, this instant consumer will be

    demanding products on the basis of flavor, convenience or cheapness, and in the next

    breath will be voicing concerns about the environment, animal welfare or his or her

    own health. The likelihood is that in the long term health, the environment and animal

    welfare will be significant factors in the concept of quality, as safety already is.

    Changes in consumption patterns are an important factor in this development. While

    the retail trade is evolving from supermarket to household service provider in

    response to mass individualization, consumers are increasingly also obtaining their

    food through other outlets: company canteens, take-away meals, snack bars, old

    people's homes etc. "Young couples" in Europe are rapidly moving towards the

    situation that already exists in the United States, where 100% of the food consumed is

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    Prepared outside the home. This places different demands on products in terms of

    keeping qualities (shelf life), convenience and presentation.

    Consumer-driven technology development

    These trends in the market and among consumers generate a demand for a more

    differentiated and more rapidly changing product range and also call for a different

    approach to technology development (dedicated production systems). In the future

    there will have to be product development that takes the dynamic of the market and

    the divergent wishes of the consumers as its starting point and uses the technologies

    of the future: biotechnology, separations technology, sensor technology and modern

    information technology (IT). To achieve this, product development will have to be

    tackled in a more structured way, and knowledge deriving from different areas of

    research will have to be integrated more effectively. The development of sensor

    technology in the agro sector, for instance, requires the integration of materials

    technology, biotechnology and process technology. New scientific developments also

    provide interfaces through which the sector may respond to wishes relating to health:

    both the information about genetic aspects and the new insights into bioactive

    components - substances that, in low concentrations, affect human health - offer

    interesting prospects of made-to-measure food!

    In the future, "made-to-measure food" will also mean "food produced in a way that

    the public finds socially acceptable". Such aspects as the environment, animal welfare

    etc. will play a major role. This will have to be specifically taken into account in the

    development of technology.

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    From chains to flexible networks

    As well as imposing requirements in terms of technology development, trends such as

    mass individualization call for a responsive answer to a sharply fluctuating market

    demand. This places considerable demands on the organization of agricultural

    production chains. The full vertical integration of links in a chain can mean a loss of

    flexibility. It would appear to be more efficient to opt for a continuation of the

    development of the chain concept; leading to responsive networks that combine the

    advantage of co-ordination with the flexibility of more loosely linked organizations.

    These independent organizations work closely together in the flow of goods along the

    chain in order to achieve the desired "customer value" at the lowest possible cost.

    COMPANYS PLANS

    PREPAID PLANS

    Are you wary of committing yourself to a date for making your bill payments?

    Is it too much of a bother for you to remember dates for bill payments? Do you often

    end up paying late fees against your monthly utility services bills? Do you end up

    spending too much if you have the option to pay the bill later?

    Think over for if one of these represents you, we have a solution for you. Start

    thinking prepaid is our advise!

    So what exactly is this prepaid! It is simply a way of going cellular by paying

    for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talk

    time for a month, you can buy a recharge coupon which gives you that much talk

    time on your cell phone. Once that money gets exhausted you can buy another

    recharge coupon for the same or different denomination depending on your future

    need.

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    Prepaid allows you to be in control of your cellular expenses even while you

    are spending. You will be surprised that today In India, Prepaid connections account

    for almost 60 to 70 percent of the total new entrants into cellular telephony. Thats

    because almost every one of us wants to be in control of our cellular expense.

    Advantages of prepaid:

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

    Total Cost Control

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

    much as you feel the need to! Now that's what we call complete freedom!

    No Rentals

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

    No deposits

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

    STD/ISD facility till the last rupee

    Now experience complete freedom like never before with Airtel! Our

    STD/ISD facility allows you to make long distance calls in India and Overseas

    from your cellular phone!

    Instant Balance Inquiry

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

    60 second pulseAirtel provides you with a 60-second pulse rate!

    Freedom for you to experience like never before!

    Instant Recharge

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

    steps!

    24-hour recharge facility

    with our round-the-clock recharge facility, recharge you Airtel prepaid card

    anytime, anywhere!

    Caller Line Identification

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

    calling party even before you answer the call, thus giving you the choice to

    either reject or take the call. It provides the added advantage of saving the

    incoming number directly in the Handset Phone Book. So that the next

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

    simply use your phone book.

    Call Divert, Call Hold and Call Wait

    Avail of special services like call waiting, call hold and call divertall with your

    Airtel prepaid card!

    Short Messaging Service (SMS)

    With Airtels Short Messaging Service (SMS), send messages and jokes to your

    friends and colleagues, anytime anywhere!

    SMS based Information Services

    With Airtel's SMS based information services; you can get up to-the-minute

    cricket scores, order flowers as well as send couriers or check your daily

    horoscope!

    Voice Mail service

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

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    when you are outside the coverage area. You can listen to your messages

    whenever you feel like, from anywhere in the world. Voice Mail can store up to

    75 messages, with each message of two-minute duration.

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    RESEARCH METHODOLOGY

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    Research Method/Technique:

    In the project report the researcher used following techniques while conducting his

    study:

    Analysis of documents Survey Method: A market survey was done on life insurance companies. Interview (Personal): Both open and closed ended (unstructured) questions

    were asked while taking some information from the users of the cellular at

    PATNA.

    Questionnaire (Structured): A structured designed comprehensivequestionnaire was framed and pretested for data collection from the customer

    of mobile

    Research Data

    Data is the key activity of marketing research. The design of the data

    collecting method is backbone of research design.

    Data constitute the foundation of statistical analysis and interpretation.

    Hence the first step in statistical work is to obtain data.

    Data can be obtained from two important sources, namely:

    1. Primary Data2. Secondary Data

    Primary Data:

    Primary data are gathered for the specific purpose or for a specific

    research project, consist of original information for the fulfilment of project objective.

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    When the data are required for the particular study can be found neither in the internal

    record of the enterprises nor in published sources. In some cases it may become

    necessary to collect original data.

    Primary data can be collected in four ways:-

    1. Observation2. Survey

    Secondary Data:

    Secondary data are the data, which already exists somewhere.

    Secondary data provide starting point for research and after that the advantage of low

    cost and ready availability. Secondary data can be divided into two types:

    1. Internal data2. External data

    When researcher uses the data that has already been collected by other

    data are called secondary data. Secondary data can be obtained from journals i.e.

    internal sources report, government publication and books, professional bodies etc.

    Internal data are reports and memos generated within an organisation

    to facilitate its operations and annual report. External data are those specially produce

    for outside consumption.

    Sources from which the researcher has taken the secondary data are

    as under:

    1. Direct observation2. Airtel website3. Books for marketing management4. Surveys and customer data & report

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    5. Airtel customers care office6. Ariels Brouchers

    SAMPLE DESIGN

    Area of Sample:

    The areas covered up in this survey was PATNASelection of units under study

    Sampling Units from PATNA were

    Consumer of mobile connection

    Source list (Sampling Frame)

    CUSTOMERS: 100

    Sample size: 100

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    DATA ANALYSIS AND INTERPRATION

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    DATA ANALYSIS AND INTERPRATION

    (1) Do you have own mobile connection?A. YesB.No.

    Through the survey, I came to know that 86% of respondents have their own

    mobile connection whereas 14% of the respondents dont own mobile connection.

    86

    14

    Having Mobile

    Not having mobile

    Having mobile Respondent

    Yes 86

    No 14

    Total 100

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    (2) Which kind of phone you would like use?

    CONNECTION Respondent

    LANDLINE 30

    MOBILE 50

    WLL 20

    TOTAL 100

    Through the survey, I came to know that the total sample size of 100 people

    taken for research out of which 50% of persons like to use land line phone and 30%person like to use mobile and rest 20% person like to use WLL.

    Land line

    Mobile

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    (3) Which connection would you prefer?

    (a) BSNL(b)Airtel(c) Vodafone(d) Idea(e) Reliance(f) Tata indicom(g)Other

    Phone Connections Respondent

    Airtel 26

    BSNL 14

    Reliance 20

    Vodafone 11

    Idea 9

    Tata indicom & other 20

    TOTAL 100

    When the preferences for mobile phone connections were asked, results drawn that

    26% of persons prefer to take Airtel because there is very high recommendation for its

    better connectivity. 20% of people use Reliance services because of its cheaper rate

    and flexible schemes.

    BSNL Airtel RelianceVodaphone IdeaTata indicomOTHER

    14%

    26%

    20%

    11% 9%7%

    13%

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    (4) You would like to take prepaid connection or Post paid connection?

    a. Prepaid

    b. Post paid

    Connection Respondent

    Pre paid 80

    Post paid 20

    Total 100

    Through the survey, I came to know that most of the people from the selected

    segment give priority to prepaid connection, because of the flexibility and attractive

    plans for this market segment.

    post paid20%

    pre paid80%

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    (5) How did you know about Airtel cellular services?

    a. Friendsb. Advertisingc. Other sources

    Medium Respondent

    friends 14

    advertising 70

    Other source 16

    Total 100

    Through the survey, I came to know that most of the people from the selected

    segment know about Airtel cellular services through advertisement.

    14%

    70%

    16%

    freids advertising other source

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    (6) Which feature of Airtel forced you to used Airtel?

    a. Connectivityb. Advertisementc. Goodwilld. Scheme & offers

    Feature Respondent

    Connectivity 69

    Advertisement 8

    Scheme & offer 12

    Goodwill 11

    Total 100

    Through the survey, I came to know that most of the people from the selected

    segment give priority to connectivity, because people believe Airtel provide

    Indias best connectivity.

    69%

    8%

    12%

    11%

    connectivity advertisement scheme & offers goodwill

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    (7) Which types of scheme & offers you like most?

    a. Free SMS packb. Free night callingc. Free on same circulard. More talk time on top- upe. Free ring tone

    Scheme & offer Respondent

    More talk time 49

    Free on same network 20

    Free night calling 10

    Free SMS pack 15

    Free ring tone 6Total 100

    Through the survey, I came to knowthat 49% people from the selected segment give

    priority to more talk time and 20% people give priority to free on same circular &

    15% people give priority to free SMS pack and rest of people give priority to free

    night calling & free ring tone .

    free sms pack,

    15%

    free night

    calling, 10%

    free on same

    network, 20%

    more talk time on

    top-up, 49%

    free ring tone, 6%

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    (8) From where you came to know about the new plans lunched in the market?

    a. By messaging servicesb. Advertisementc. By retailersd. Friendse. FSO / Franchisee

    Medium Respondent

    By messaging service 29

    By retailer 11

    Friends 15

    Advertisement 30

    FSO / Franchisee 15Total 100

    Through the survey, I came to know that 30% people from the selected segment came

    to know about new plan from advertisement, 29% people aware about new plan

    through massaging services, 21% knows from friends and rest knows through retailer.

    By messaging

    service

    29%

    Advertisement

    30%

    By retailers

    11%

    friends

    15%

    FSO / Franchisee

    15%

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    (9) Which feature do you think is best in Airtel services?

    a. GPRS connectionb. Net-connectionc. Broad band servicesd. Airtel magic

    SERVICES RESPONDENT

    GPRS connection 55

    Net-connection 10

    Broad band services 25

    Airtel magic 10

    TOTAL 100

    Through the survey, I came to know that 55% people from the selected segment give

    priority to GPRS connection, 25% people gives priority to broad band services and

    20% people gives priority to net-connection & Airtel magic.

    55%

    10%

    25%

    10%

    GPRS Connection net-connection broad band services airtel magic

    Column1

    Column1

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    (10) When do you mostly face the problem with Airtel plan & scheme?

    Problems Respondent

    Changing of plan 15

    Activation of new SIM 40

    Duplicate SIM issue 23

    Queries regarding new product lunch 20

    Activation of roaming 2

    Total 100

    Through the survey, I came to know that 40% people from the selected segment face

    problem regarding activation of new SIM, 23% regarding issuing duplicate SIM,

    20% People face problem while doing queries regarding new product lunch and 15%

    People face problem when they try to change their plans.

    changin

    g of

    plan

    15%

    Activation of new

    SIM

    40%

    Duplicate SIM

    issuee

    23%

    queries regarding

    new product lunch

    20%

    Activation of

    roaming

    2%

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    (11) From which area you face the problem with Airtel cellular services?

    a. customer care number does not connect easilyb. customer representative are not fully aware of planc. Migration of post- paid to prepaid connectiond. Bill details

    Problem area Respondent

    Customer care number doesnt connect easily 34

    Customer representative are not fully aware of plan 22

    Migration of post-paid to prepaid connection 32

    Bill details 12

    Through the survey, I came to know that 34% people face problem when

    customer care number does not connect easily, 32% face problem when they

    try to change their post-paid connection to pre-paid connection, 22% people

    face problem when Customer representative are not fully aware of plan. 12%

    people face problem regarding bill detail.

    Customer care

    number doesnt

    connect easily

    34%

    Customer

    representative are

    not fully aware of

    plan

    22%

    Migration of post-

    paid to prepaid

    connection

    32%

    Bill details

    12%

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    (12) From where do you consult for redress?

    a. Customer care representativeb. FSO (full service outlets)c. Retailerd. Franchisee

    Through the survey, I came to know that 40% respondent consulted to customer care

    representative, 30% to FSO, 20% to Retailer and 10% to Franchisee for redresses.

    Customer care

    representative

    40%

    FSO (full service

    outlets)

    30%

    Retailer

    20%

    Franchisee

    10%

    Consultant Respondent

    Customer care representative 40

    FSO (full service outlets) 30

    Retailer 20

    Franchisee 10

    Total 100

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    (13) What is your view about overall Airtel services?

    a. Satisfactoryb. Goodc. Excellentd. Poor

    Response Respondent

    Satisfactory 60

    Excellent 10

    Good 15

    Poor 15

    Tota 100

    Through the survey, I came to know that most of the people from the selected

    segment have satisfactory approach towards Airtel services.

    excellent

    10%

    satisfactory

    60%

    good15%

    poor

    15%

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    FINDINGS

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    FINDINGS

    On the basis of data collected and analysis conducted we have

    arrived at the following finding:-

    I find that most of the respondents give priority to prepaid connection,because of the flexibility and attractive plans for this market segment.

    Most of the respondents believe that Airtel provide Indias best connectivity. Most of the respondents know about Airtel cellular services through

    advertisement.

    In the few cases Customer care number does not connect easily and customercare representative were also not aware of the schemes.

    Some customers were coming with the problem regarding Migration of post-paid to prepaid connection & Bill details

    I find Airtel FSO plays a vital role in terms of handling queries as well asimproving sells.

    Airtel FSO (FSO - Full Service Outlet): Basically for providing customer

    services in terms of their queries to build good relation with customers to

    reach a point of customer satisfaction. Building good customer relation does

    not only help in expanding sales but also helps in knowing the customer better

    and knowing the customer further leads to acknowledgement of tastes &

    preferences of the customer.

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    LIMITATIONS OF THE STUDY

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    LIMITATIONS OF THE STUDY

    While working on this project I have to face some difficulties while conducting the survey.

    People were not interested in giving their actual information about their family income and

    airtime, as they were extremely scared about the income tax some people have difficult to

    take them in confidence so that they can give correct information.

    Some of the limitations are:

    1. Duration of the survey was very short.

    .

    2. People did not want to give the correct information.

    3. The survey area was very large so it was not possible to take the opinion of the mass

    people.

    4. People were not ready to give the answers of all questions.

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    CONCLUSION

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    CONCLUSION

    Good services is the way to retain the clients

    Airtel connections are selling because of best network coverage. Good relationship of

    FSO (Full services outlets) & retailer is being helpful in selling. Airtel concept is

    popular due to large market coverage, easy availability of coupons. In the few cases

    Customer care number does not connect easily and customer care representative were

    also not aware of the schemes.

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    SUGGESTIONS & RECOMMENDATIONS

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    RECOMMENDATION

    The company should go ahead with aggressive marketing. They should light

    competition on

    1. Awareness level.2. Pricing strategy.

    Thus, the recommendations fir these are as follows:

    1. AWARENESS

    (a) The company should sponsor local programs.

    (b) The company should arrange briefing sessions at prominent clubs such as

    LIONS CLUB and ROTARY CLUBS etc.

    (c) The company should organize awareness quizzes through Newspapers,

    Magazines & announce suitable rewards accordingly.

    (d) The company should distribute leaflets of AIRTEL

    Cellular in posh colonies of Patna.

    2. PRICING STRATEGY

    (a) The company should look the strategies of the competitive companies.

    (b) The company should try its level best to keep the price low as compare to

    competitors.

    (c) The schemes should be updated as per the needs and occasions

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    SUGGESSTION

    There should be more customer care numbers and executives sothat the problem of the customers can be solved quickly.

    The executives there should be given training time to timeAbout new schemes and plans.

    Try to capture the nearest other markets nearby Occasional offers Proper billings to the post paid users Proper response to the customers on the helpline no. Or toll free nos. Roaming deposits should be reduced

    FURTHER SUGGESTIONS

    MATCH COMPETITORS SCHEMES. COMMUNICATE THE SCHEMES TO FSO AND RETAILERS. BETTER NUMBERS IN PREPAID AS CUSTOMER REQUIRES CHOICE. ENHANCE THE SERVICE IN AREAS WITH WEAK NETWORK. COORDINATION BETWEEN DEPARTMENTS MUST BE IMPROVED.

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    BIBLIOGRAPHY

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    BIBLIOGRAPHY

    BOOKS

    Kotler Philip & Keller Kevin lane, marketing management,

    12th

    Edition, Prentice hall of India Pvt. Ltd, New Delhi, 2006.

    Kothari C.R., Research Methodology, 2nd

    Edition, New Age

    International (P) Limited, New Delhi, 2008.

    Prasad L.M, Principal & Practice of Management, 7th Edition,

    S.Chand and Sons, New Delhi, 2008.

    REFRENCES

    AIRTELs reports

    Books & magazine on mobile communication

    WEBSITES & SEARCH ENGINE

    www.airtelworld.com

    www.bhartiteleventures.com

    www.researchandmarket.com

    www.info-shop.com

    www.smartmobs.com

    www.yahoosearch.com

    http://www.airtelworld.com/http://www.researchandmarket.com/http://www.info-shop.com/http://www.smartmobs.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.yahoosearch.com/http://www.smartmobs.com/http://www.info-shop.com/http://www.researchandmarket.com/http://www.airtelworld.com/
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    QUESTIONNAIRE

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    QUESTIONNAIR

    SURVEY OF AIRTEL

    Dear Sir/Madam,

    We are thankful to you for patronizing AIRTEL. We hope that you are

    satisfied with the product and quality of the services offered by the Airtel. As there is

    always scope for improvement, we would like to get your opinion in these areas.

    I would, therefore, request you to kindly assist us in our efforts by sparing a

    little time to give us your valuable feedback and suggestions in the feedback from

    below. Please do not hesitate to inform us of any observation that you think may be

    relevant. We assure you that we would try to come up to your expectations.

    Name: Age..

    Occupation.. Income

    Address:

    (1) Do you have own mobile connection?

    a. Yesb.No.

    (2) Which kind of phone you would like use?

    a. Mobileb. Landlinec. WLL

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    (3) Which connection would you prefer?

    a. BSNLb. Airtelc. Vodafoned. Ideae. Reliancef. Tata indicomg. Other(4) You would like to take prepaid connection or Post paid connection?

    a. Prepaidb. Post paid(5) How did you know about Airtel cellular services?

    a. Friendsb. Advertisingc. Other sources

    (6) Which feature of Airtel motivates you to use Airtel?

    a. Connectivityb. Advertisementc. Goodwilld. Scheme & offers

    (7) Which types of scheme & offers you like most?

    a. Free SMS packb. Free night callingc. Free on same circulard. More talk time on top- upe. Free ring tone

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    (8) From where you came to know about the new plans lunched by Airtel

    in market?

    a. By messaging servicesb. Advertisementc. By retailersd. Friends(9) Which feature do you think is best in Airtel services?

    a. Handset and connectionb.

    Net-connectionc. Broad band services

    d. Airtel magic(10) Are you satisfied with the Talkvalue given by Airtel?

    a. Fully Satisfiedb. Satisfiedc. Not Satisfied

    (11) When you mostly face the problem with Airtel plan & scheme?

    a. Changing of planb. Activation of new SIMc. Duplicate SIM issued. Queries regarding new plane. Activation of roaming

    (12) From which area you face the problem with Airtel cellular services?

    e. customer care number does not connect easilyf. customer representative are not fully aware of plang. Migration of post- paid to prepaid connectionh. Bill details

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    (13) From where you consult for redresses?

    e. Customer care representativef. FSO (full service outlets)g. Retailerh. Franchisee

    (14) What is your view about overall Airtel services?

    a. Excellentb. Goodc. Satisfactoryd. Poor