LCM Summer Training Project Airtel Broad Band

A study on customer Satisfaction of Airtel broad band services among various enterprises in Bilaspur.

OBJECTIVES OF THE STUDY

Primary Objectives:To analyze the satisfactions

level of customer.

Secondary Objectives:To find out the problems faced by govt.

users.

Analyse the quality status.

Identity customers preference.

Find out strength & weakness.

METHODOLOGY OF STUDY

Field of study – Bilaspur City

Research design - Descriptive

Sample Size - 100

METHODOLOGY OF STUDY

Data CollectionPrimarySecondary

Sampling designSample sizeSampling method

Research period

Graph showing necessity of net connection in the organization

57

39

4

0

10

20

30

40

50

60

MuchNeeded

Somewhat

Not so

East

The Interpretation is that 57 % of the organizations are primarily depending on Internet usage. And 39 % of the organizations are using it as supporting activity for doing their business. Only 4 % of the organizations are thinking that internet is not necessary for doing there business.

100

0 0 00102030405060708090

100

Broadband Dial-up GPRS others

East

The Interpretation is that all of the sample units were using Broadband connection and none of them were using other type of connection for organizational usage.

Graph showing the type of connection used in the

organizations

76%

16%4% 4%

lesser than 10

10-20

21-30

Greater than 30

Pie chart showing number of systems used in organizations

The interpretation is that 76 percentage of the organization is having less than 10 systems. Sixteen percentages of organizations are having between ten to 20 computers. Only 4 organizations are having between 21-30 and greater than 30 systems.

Pie chart showing telecom expense per

Month 45%

37%

13%5%

Below 2500

2500-5000

5001-1000

Above 10000

The interpretation is that around 45 % of the customers in the sample have voice billing below 2500 Rs. 37 % of the customers have billing between 2500 and 5000. And 13 % of the customers have billing in between 5001 and 1000. Only 5 customers have billing above 10000.

Pie chart showing telecom expense for Data transmission

Below 250020%

2500-500038%

5001-100037%

Above 100005%

Below 2500

2500-5000

5001-1000

Above 10000

The interpretation is that 20 % of the customers have Data (internet) billing below 2500/- . 38 % of the customers have billing in between 2500 and 5000. 37 % of the customers have billing of between 5001 and 1000. The remaining 5 % of the customers have data billing above 10000/-.

Pie chart showing reason for choosing Airtel broadband

connectionOffers13%

Service quality37%Speed &

Security30%

Brand Name20%

Offers

Service quality

Speed & Security

Brand Name

The interpretation is that only 13% of the customers preferred Airtel broadband because of offers. The highest 37 % of the customers preferred Airtel because of the quality of service offered by Airtel. The second most 30% of the customers have preferred because of the Speed of internet service. It also shows the brand name also has some implication before choosing Airtel Broadband services. 20% of the customer has chosen Airtel because of the brand name ‘Airtel’.

Pie chart showing customer rating of speed of Data

transmissionPoor6%

fair21%

Good55%

Very good16%

Excellent2%

Poor

fair

Good

Very good

Excellent

The interpretation is that around 55% of the customers rated the speed of data transmission is very good in Airtel broadband. Only 6% of the customers are worried about the speed. 2% of the customers rated it as Excellent

Pie chart showing customer rating of Safety of Data

transmissionPoor6% fair

20%

Good47%

Very good22%

Excellent5% Poor

fair

Good

Very good

Excellent

The interpretation is that 47% of the customers rate safety of data as good. 22 % of customers ranked it as very good. Only 6 % of the customer feels it as bad. The customer who ranked it excellent contributes 5 % of the sample size.

Pie chart showing customer rating of security of Data

during processingPoor3% fair

25%

Good45%

Very good19%

Excellent8%

Poor

fair

Good

Very good

Excellent

The interpretation is that 45 % of the customer has ranked network security in Airtel broadband connection as good. Some 19 % has ranked it as very good. Only 3% has ranked it as poor. 25% of the customers has ranked it as fair.

customer ranking of usage experience

Poor10%

fair15%

Good38%

Very good25%

Excellent12% Poor

fair

Good

Very good

Excellent

The interpretation is that around 38% of the customers has ranked the usage experience was good. 25% of the customers ranked it as very good. 12% of the customers ranked it as excellent. Also 10 % of the customer rated it as poor.

Pie chart showing customer rating of after

sales servicePoor13%

fair14%

Good35%

Very good26%

Excellent12%

Poor

fair

Good

Very good

Excellent

The interpretation is that, 12% of the customer has rated the after sales service as excellent. Some 26 % rated it as very good and 35% as good. But the concern is that 13 % of the customer also feel that the after sales service is poor.

v

How Airtel helped them solve their problem

Poor7%

fair27%

Good53%

Excellent13%

Poor

fair

Good

Excellent

The interpretation is that 13 % of the customer feels that the connection with Airtel broadband helped them to solve their network related problem which exists in earlier. Most of around 53 % felt that, it was good. 27% of the customer felt it was fair. Only 7% of the customer felt it as poor solving their network problem.

Rating of Airtel broadband with other competitors in the same category

Much better45%

some what35%

Same10%

Worse10%

Much better

some what

Same

WorseThe interpretation is that around 45 % of the customers feel that Airtel broadband is much better than other products in this category. 35% customer feels that Airtel broadband is somewhat better than competitor products. Around 10% of the customer feels that it has the same service as that of competitors. And 10% of customer feels that it is worse than its competitors.

Overall satisfaction level of Airtel broadband customers

Highly dissatisfied

7%Dissatisfied

11%

Average19%

Satisfied 44%

Highly Satisfied 19%

Highly dissatisfied

Dissatisfied

Average

Satisfied

Highly Satisfied

The interpretation is that 19% of the SME customer is highly satisfied with the overall service provided by Airtel broadband. 44% of the customer is satisfied with the overall service offered by the service. Around 7% of the customer are highly dissatisfied bye the service.

LIMITATIONShortage of time.

Bias of respondents.

Lack of customers co-operation.

Respondents aggressive in nature.

Sample was restricted to 100 customers, which may restrict the scope.

FINDINGSAirtel is the first choice due to

quality & speed.

Most of the customers satisfied by after sales services.

Customers feel Airtel broadband are much better then other.

Over all satisfaction level is very high.

SUGGETIONCompany should maintain the quality because its impacts is to influence the customers.

Complaint should be dealt quickly.

Detailed bill should be provide to the customer.

CONCLUSION

Coustomers of Bilaspur are well served by the the Services of Airtel the Satisfaction of Consumers shows Airtel is living up to the expectation of its consumers

Thank!!!You!!!