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PRESENTATION

ON

A STUDY OF CUSTOMER SATISFACTION IN

AIRTEL

Presented By:Seema

Roll No:3006

MBA-Hons.

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Significance of study

Stays loyal longer

Buys more as company introduces new service

Talks favorably about company and its products

Pays less attention to competing brands

Costs less

CHAPTER 1: INTRODUCTION

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Review of Existing Literature

The services of Airtel has been rated highest among the private

cellular operators for the quality of service and customer

satisfaction for the period October-December 2003. The rating

has come from the most comprehensive survey by TRAI and

IMRB. The survey took into account the factors such as fault

clearance within 24 hours, call drop rate, percentage of

connections with good voice quality and billing complaints etc.

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Conceptualization

Customer: The word derives from "custom," meaning "habit"; a customer was

someone who frequented a particular shop, who made it a habit to purchase

goods of the sort the shop sold their rather than elsewhere, and with whom the

shopkeeper had to maintain a relationship to keep his or her "custom," meaning

expected purchases in the future.

Satisfactionis a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance or outcomes in relation to his or

her expectations.

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Performance falls short of expectations, the customer is dissatisfied. If the

performance is matches the expectations, the customer is satisfied. If the

performance exceeds expectations, the customer is highly satisfied or

delighted.Performance>Expectations Highly Satisfied

Performance

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Dimensions of customer satisfaction:

1.Quality of Service: fitness for use conformance to requirements freedom from variation

We will use the American Society for Quality Controls definition:Quality is the totality of features and characteristics of a product or service

that bear on its ability to satisfy stated or implied needs.

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2.Speed of service

3.Pricing:

4.Delivery system

5.Complaints or problems

6.Trust in employees

7.The closeness of the relationship with contacts in the firm

8.Types of other services needed9.Companys positioning in clients' minds

10.Value added services

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Focus of the Study

Bharti Enterprices

Asias leading integrated telecom services providersOperations in India, Sri Lanka and Bangladesh.In South Asia, the company had an aggregate of over134 million customers as of end February 2010,

124.6 million mobile customers in India.Bharti Airtel has been ranked among the six bestperforming technology companies in the world byBusiness Week.

Airtel provides various products and services inpostpaid, prepaid and other related arenas.

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Attractive features of Airtel Postpaid Connection include,

easy billing, strong network coverage, easy paymentoptions, GPRSRoaming, satisfactory credit limit, long

distance calling facility, widest roaming

Advantages associated with Airtel prepaid services are;total cost control, prepaid roaming, pre activatedSTD/ISD without any rental or deposits, instant balanceand validity enquiry and strong network coverage etc.

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Objectives of the Study

To find the satisfaction level of consumer of Airtelmobile service users.

To know the reasons of dissatisfaction level of consumer

of mobile service users.

To gain feedback from customers about services.

To know the reason behind the purchasing of the Airtel

services.

To understanding the expectations and requirements of

customers.

To know the factors that led a customer to select a plan

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LIMITATION OF THE STUDY:

LIMITED AREA

SAMPLE DESIGN

TIME CONSTRAINT

COST CONSTRAINT

LACK OF EXPERIENCEBIASNESS ON THE PART OF RESPONDENTS

RELUCATANCE OF RESPONDENTS

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CHAPTER 2

METHODOLOGY & STATISTICAL TOOLS APPLIED

RESEARCH DESIGN:

The study is Descriptive in nature as it describes the satisfaction of customers

and characteristics of services provided by the Bharti Airtel.

UNIVERSE OF THE STUDY:Universe refers to the total of the items or units in any field of inquiry.

Universe of the study is ROHTAK city.

SAMPLE OF THE STUDY:

Sample is parts of total population that have the same characteristics as ofuniverse have. It represents the whole universe. By using non- probability

sampling technique a sample of50people was taken. In non- probability

sampling technique a sample is taken deliberately.

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COLLECTION OF DATA:

Primary Data:Keeping in view the nature of this study, questionnaire methodwasfound to be most effective to collect primary data. The questionnaire isstructured i.e. it is presented having from question in sequence, andnon-disguised i.e. objective of the study is clear to the respondents.

Secondary Data:

To collect secondary data I used the following sources BooksInternet sites.

STATISTICAL TOOLS USED:For the analysis and presentation of data and results the following

statistical tools were used:Simple AveragePercentageTabulationBar Diagrams

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In brief my research design is as follows: -

Universe : Rohtak City

Sample size : 50Sampling Unit : Airtel Mobile Service Users

Sample Element : Houses, Offices, Shops, Colleges.

Sampling Technique : Non-Probability Sampling Technique

Method of Data Collection: Questionnaire for primary data

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CHAPTER 3

DATA ANALYSIS

Sex Frequency Percentage

Male 36 72

Female 14 28

Total 50 100

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Age Frequency Percentage

less than 20 4 8

20-30 26 52

30-40 15 30

more than 40 5 10

Total 50 100

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Attributes of services NO OFRESPONDENTS(%)

Quality 92.8

Price 85.2

Network Range 95.6

Local call rates 87.2

STD call rates 68

ISD call rates 74

Roaming charges 75.6

SMS charges 84.4Plan Option (Schemes) 81.6

Usage experience 80.4

After purchase service

(customer care service, etc.)

93.2

TABLE SHOWING SATISFACTION OF RESPONDENTS

(IN %) IN RELATION TO DIFFERENT ATTRIBUTES OF SERVICES

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92.8

85.2

95.6

87.2

68

74 75.6

84.4 81.6 80.4

93.2

0

20

40

60

80

100

120

NO OF RESPONDENTS(%)

NO OF RESPONDENTS(%)

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TABLE SHOWING THE FACTOR AFFECTING WHILE CHOSING A TELECOM

SERVICE PROVIDER

Rank 1 Rank 2 Rank 3 Rank4 Total

CALL RATES 15 12 10 13 50

ROAMING 10 20 15 0 50

SMS

PACKAGES

5 8 10 27 50

NETWORK 20 10 15 5 50

TOTAL 50 50 50 50

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15

12

10

13

10

20

15

0

5

8

10

27

20

10

15

5

0

5

10

15

20

25

30

Rank 1 Rank 2 Rank 3 Rank4

CALL RATES

ROAMING

SMS

PACKAGES

NETWORK

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Major Findings

Most off the respondents are using services of Airtel from 1

to 3 years.

Respondents are less satisfied from ISD, STD and Roaming

charges.

96.1 % of respondents are satisfied from over all services.

Respondents are less satisfied from customer care services.

They provide less information.

92.4% of respondents are less loyal to the company and if

other company would provide them better services they will

switch over.Value added services are costly

Airtel services are mostly used by professionals and

businessmen.

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SUGGESTIONS & RECCMMENDATION

Roaming facilities should be made cheaper. So this is suggested to make

these roaming charges less so that business man people will be more

attracted and more customer base.

Still in villages there is no network so net work should be made better.The company outlet should be increased so that customer can get product

at the door easily and redress his grievance.

There should be more promotional schemes, network coverage and value

added services.Company should concentrate on improving the customer care as

customers satisfaction should be at the priorities of the companies.

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Thank You