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Consumer Behavior in
Airtel
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RESEARCH METHODOLOGY
All the data used for the study is collected from primary and
secondary sources. But most of the data is co11ectedfrom secondarydata sources only. Secondary. Data is the data was -collected for
another purpose and already exist somewhere. Primary data gathered
for a specific purpose or for a specific research project. The sample
size of the research was of100 Airtel post paid customer from the
primary data is collected.
There are generally two source ofcollecting data:
a) Secondary data.
b) Primary data.
Secondary data:
Secondary data are those data, which are already collected by so me
body else and made available in journals periodicals; web sides etc.
meaning it already exist. It must be relevant to the research under
study. it is readily available for processing. It saves time. It is a
cheaper source ofdata. It may have bias.
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Primary data:
Primary data are those data, which are collected for the first time by
the investigator himself or through enumerators appointed by him
primary data can be gathered slowly at a high cost. But it offers
much greater accuracy and reliability, it is personally developed and
it gives latest information.
Research process:
While doing the research consider the methodology and techniques,
which is appropriate to the research process. Research process
consist of series or steps necessary to effective carry out research
and desired squeezing of these steps:-
1) Formulated research problem:
There are two types of research problems viz. those, which relate to
slates of nature and those, which relate to relationships between
variables. At the very out set the researcher must single out problems
he want to study i.e., he must decide the general area of interest or
aspect of a subject matter he would like to enquire into initially the
problem may be stated in broad general way and then the
ambiguities. If any relating to the problem be resolved. The
feasibility of a particular solution has to be considered before a .
working formulation of the problem, thus, constitutes the first step in
a specific enquiry.
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Essentially two steps are. Involved in formulating the research
problem, viz. understanding the problem thoroughly and rephrasing
the same in meaningful terms from an analytical point of view.
2) Extensive literature survey:
Once the problem is formulated a brief summary should be written
down. At this juncture the research should undertake survey
connected with the problem for this purpose, the abstracting and
indexing journals and published and unpublished bibliographic are
the first to go.
3) Development of working hypothesis:
After extensive literature survey, research should state in clear terms
the working hypothesis is a tentative assumption made in order to
draw out and test its logical consequences. They also affect the
manner in which test must be conducted in the analysis of data and
indirectly the quality of data, which is required for analysis.
4) Preparing research design:
The research problem having formulated in clear cut terms, the
researcher will be required to prepare a research design i.e. he will
have to state conceptual structure within which research would be
conducted. The preparation of such a design facilitates research to he
as efficient as possible yielding maximum information.
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The function of research design is to provide for the collection of
relevant evidence with minimal expenditure of effort, time or
money. Research purpose may be grouped into four categories viz.
1.exploration 2.description3.daigosis4. Experimental.
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OBJECTIVIS AND LIMITATIONS
. To know the present status of customer satisfaction in Airtel.
. Since the switching cost is low between one cellular company to
another. The objective of research is to find out the retention of the
customer.
. To demonstrate that there is substantiating link between internal
satisfaction and external customer satisfaction.
. To draw the attention of the management towards retention of the
customer by satisfying them.
Limitations:
. The study is neither an international level nor national level and is
confined only to local level.
. The study was conducted for Aurangabad city and can not be used
as an effective tool of customer satisfaction for state or nationallevel.
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COMPANY INTRODUCTION
AirTel comes to you fromBharti 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 firstcompany to export its products to the USA.
Bharti is the leading cellular service provider, with a footprint in 15
states covering all four metros. It has over 4.5 million satisfied
customers.
Airtel Maharashtra through a top-down, proactive approach we can
remain customer focused and goal direct ate and be an inside-out
organization which facilitates sticky web-readiness trans for Ming
turnkey eballs to brand 24/365 paradigms with benchmark turnkey
channel through a top-down, proactive approach we can remain
customer focused and goal di rected and be an inside-out
organization which facilitates sticky web-readiness.
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Vision
.To make mobile communications a way of life and be the
customers first choice.
Our 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
Bharti Values
Innoventuring
. We will generate and implement entrepreneurial and innovative
ideas, which will continuously create new growth engines.
Customer First
. We are committed to delivering service beyond the expectations of
the customer. Our quality of customer responsiveness clearly
differentiates us from others.
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PERFORMANCE CULTURE
. We benchmark our processes and performance against world-class
standards. We distinguish between performers and non-performers
by valuing achievement at the individual as well as the team level.
Ours is a culture of inclusively where feedback, learning and ideas
are actively encouraged, sought and acted upon.
Valuing Partnership. We are committed to building exemplary relationship with our
partners, which stand on the principles of mutual trust and mutual
growth.
. Valuing People
. We nurture an environment where people are respected and their
uniqueness is valued. We believe that people are our key
differentiators.
Responsible Corporate Citizenship
. We are committed to making a positive and proactive contribution
to the community. As a responsible corporate citizen we will
contribute, to and abide by environmental and legal norms.
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ETHICAL PRACTICES
We will uphold the highest ethical standards in all internal and
external relationship. We will not allow misuses or
misrepresentation of any kind.
AirTel Services
Airtel welcomes you to a vibrate new world of unlimitedopportunities. More exciting, innovative yet simple new ways to not
just through words but ideas, emotions and feelings. To give you the
unlimited freedom to reach out to your special people in your special
way.
What is AirTel services?
Its a menu on your SIM card that allows you to access a host of
information services and cool downloads on your phone in just a few
clicks. so now no need to remember key words/short codes to access
information. For eg. instead of typing and sending an SMS of short
code AST, NEW, CRI, MOV to access information on
horoscope, news, cricket, movies etc on India times, you could now
scroll in your menu and reach the information in just a few clicks
This menu already has the key words pre-coded in your SIM card,
allowing you to get information. easily & swiftly.
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What are the various services available on the AirTel Services?
With AirTel Services, you can now get the latest news, download
ringbones and logos, check the status of you train ticket or the Jet
Airways flight schedule or surf to get the latest movie reviews on
your AirTel.
Services Description
Ringers Download the latest ring tones
Fun Download logos or send flashing messages
Messages
India times Get the latest on news, cricket, travel, jokes
India Today Get the latest on news, stocks, astro-forecast
Infotainment Movie review, top songs, top movies
Star peep Get an interactive astro-forecast
Jet mobile know your flight status and set alerts
Railways Get your PNR status, train schedules
Stocks Get the latest IPo news, status of gainers and
losers at BSE
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You could select any of the services mentioned above and get further
information options on each of the services. So, for example if you
elect 'news' under India times, you will then have the option of
choosing from the following i.e. latest news, world news, business
news, entertainment news or sports news.
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TARIFF PLANS
" Airtel Postpaid connection is a service recommended for regular
users. This connection allows you pay for your usage on a monthly
basis. You need to apply for this service with complete personal
details.
Airtime Tariff Plan
Unique needs, unique tariff plans
We recognize that each' individual has a unique usage pattern based
.upon a unique need. And indeedyour tariff plan must reflect your
specific need. Which is why we have 4 unique tariff plans that are
simple and cost effective... and will deliver the highest value to you?
AirTel declares India a 'Free incoming' nation
AirTel welcomes you to a vibrant world of unlimited opportunities.
More exciting, innovative yet simple new ways to communicate, just
when you want to, not just through words but ideas, emotions and
feelings. We give you the unlimited freedom to reach out to your
special people in your special way. AirTel introduces four unique
Post Paid tariff plans. Going mobile has never been so easy.
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PAID TRAIFF PLANS
Experience complete freedom
Airtel welcomes you to a vibrant world of unlimited opportunities.
More exciting, innovative yet simple new ways to communicate, just
when you want to, not just through words but ideas, emotions and
feelings. To give you the unlimited freedom to reach out to your
special people in your special way.
Airtel One Plan
ONE TIME CHARGES
Activation Charges Rs.500
Membership Fee NA
Security Deposit Rs.500
MONTHLY
CHARGES (FIXED)
Bill Plan Charge NA
Monthly Rental Rs.150(the first bill will carry an advance
rental of Rs.149 for subsequent month)
CLIP Rs.50 per month
Airtel Other
GSM
Landline/CDMA
LOCAL RATES Rs.1 Rs.2 Rs.2
STD RATES
50-200 KM (Re.2 to
Mumbai)&
Rs.2.4
(Re.2 to
Mumbai)&
Rs.2.4
Rs.2.4
200-500 KM (Re.2 to
Mumbai)&
Rs.2.4
(Re.2 to
Mumbai)&
Rs.2.4
Rs.2.4
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500+ KM (Re.2 to
Mumbai)&
Rs.2.4
(Re.2 to
Mumbai)&
Rs.2.4
Rs.2.4
ISD
USA, Canada, Europe
(Fixed Line), Australia,
Singapore, Hong Kong,
Thailand, Malaysia,
Indonesia, New
Zealand.
Rs.7.2
Gulf, Europe (Mobile),SAARC countries,
Africa & Rest of the
world
Rs.9.99
Cuba, Sao Tome &
Principe, Guinea
Bissau, Diego Garcia,
Nauru, Solomon
Islands, Vanuatu, CookIslands, Tuvalu,
Tokelau, Norfolk
Island, Sakhalin
Rs.40.00 (Sakhalin, Sao Tome & Principe,
Solomon Islands, Vanuatu, Tokelau,
Tuvalu, Cook Island, Diego Garcia, Cuba,
Guinea Bissau, Nauru, Norfolk Island)
SMS
Local Rs.1
National Rs.2
International Rs.5
VAS VAS SMS - Rs.3/message (inclusive
Airtel Services) VAS 646, Voice Portal-
Rs.6/min
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APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes Rs 418
200 Minutes Rs.450
300 Minutes Rs. 592
400 Minutes Rs 790
500 Minutes Rs.990
1000 Minutes Rs.1978
Assumption : Pls Note: The Estimated Monthly bill is arrived on the
assumption that 80% of the calls are local calls while 20% comprise
of STD calls. The estimated monthly bill arrived includes the
monthly rentals and service tax of 10.2%.
Calculation
Roaming Rentals:
Regional Roaming Rental - Rs.49/month
National Roaming Rental - Rs.49/month
International Roaming Rental - Rs.149/month
Refundable Deposits:STD Deposits - Nil
ISD Deposit (Includes STD)- Rs.4000
National Roaming Deposit(Includes STD)- Nil
International Roaming Deposit (Includes ISD & STD)
Voice Mail Charges: Mobile to Mobile local call rate
Terms & Conditions:
1. All the above charges are applicable in Maharashtra & Goa Circle
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Only & service charges and other taxes would be charged as
applicable.
2. Monthly Rentals would be charged in advance for the subsequent
month.
3. Optional Pack calling rates are applicable only in Maharashtra &
Goa Circle & additional monthly rentals towards the same would be
chargeable
4. Family & Friends Pack will be applicable on landline, GSM or
WLL no. only where local tariffs are applicable.
5. The company reserves the right to withdraw / modify this plan atany time in the event of any policy changes without any prior
intimation.
STD Pack
This pack gives you the benefit of making all STD calls at a flat
discounted rate of Rs.2. Additionally M2M local calls will be
charged Rs.1 only.
Monthly Rental:Rs.75
All M2M local calls @ Rs.1 & All STD calls at Rs.2./-
Mumbai Calling Pack
Get the Mumbai calling pack benefit of calling any Mumbai mobile
number at @1 only
Monthly Rental of Rs.25 only
M2M calls to Mumbai @ Rs.1/-
New Family Pack
.30paise rate for calling within the group
Group of min 3 to maximum 10 people.
Rs.50 will be charged per month per number within the group
.30paise (applicable only in Mah & Goa circle)/-
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SMS Pack
Avail of SMS pack @ of Rs.49 per month rental wherein local sms
will be charged @ .50 paise
.50 paise (applicable for local sms only)/-
Local M2M Pack
Get the benefit of calling any local mobile number at a discounted
call rate of Rs.1. Monthly rental of Rs.49 only
Rs.1.00 (Mobile to Mobile local calls)/-
Airtel 100 Celebration
ONE TIME CHARGES
Activation Charges Rs.500
Membership Fee -
Security Deposit Rs.500(Refundable after 12 months onthe network)
MONTHLY
CHARGES (FIXED)
Bill Plan Charge NA
Monthly Rental Rs. 100 month ( An advance rental for
one month i.e 100/- will be charged in the
first bill)
CLIP Rs. 50/ month
Airtel Other
GSM
Landline/CDMA
LOCAL RATES Re.1/min Re. 1/min Rs.1.2/min
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STD RATES
50-200 KM (Re.1 to Mumbai) &
Rs. 2/min
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
200-500 KM (Re.1 to Mumbai) &
Rs. 2/min
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
500+ KM (Re.1 to Mumbai) &
Rs. 2/min
(Re.1 to Mumbai)
& Rs. 2/min
Rs.2.40/
min
ISD
USA, Canada, Europe (Fixed Line),
Australia, Singapore, Hong Kong, Thailand,Malaysia, Indonesia, New Zealand.
Rs.7.2/min
Gulf, Europe (Mobile), SAARC countries,
Africa & Rest of the world
Rs. 9.99/min
Cuba, Sao Tome & Principe, Guinea Bissau,
Diego Garcia, Nauru, Solomon Islands,
Vanuatu, Cook Islands, Tuvalu, Tokelau,
Norfolk Island, Sakhalin
Rs. 40/min
SMS
Local .50paise/per sms
National Rs.1/per sms
International Rs. 5/sms
VAS VAS SMS (incl Airtel Services)Rs. 3 / message
VAS 646 Voice Portal Rs. 6 / minute
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APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes Rs.312
200 Minutes Rs.456
300 Minutes Rs.600
400 Minutes Rs.743
500 Minutes Rs.887
1000 Minutes Rs.1605
Assumption : Pls Note: The Estimated Monthly bill is arrived on the
assumption that 80% of the calls are local calls while 20% comprise
of STD calls. The estimated monthly bill arrived includes the
monthly rentals and service tax of 12.24%.
Calculation
Roaming Rentals:
Regional Roaming Rental - Rs.49/month
National Roaming Rental - Rs.49/month
International Roaming Rental - Rs.149/month
Refundable Deposits:
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STD Deposits - Nil
ISD Deposit (Includes STD)- Rs.4000
National Roaming Deposit(Incudes STD)- Nil
International Roaming Deposit (Includes ISD & STD)-Rs. 6,500
Voice Mail Charges:Mobile to Mobile local call rate
Terms & Conditions:
1. All the above charges are applicable in Maharashtra & Goa Circle
Only & service charges and other taxes would be charged as
applicable.
2. Monthly Rentals would be charged in advance for the subsequent
month.
3. Optional Pack calling rates if any are applicable only in
Maharashtra & Goa Circle & additional monthly rentals towards the
same would be chargeable
4. Family & Friends Pack will be applicable on landline, GSM orWLL no. only where local tariffs are applicable.
5. The company reserves the right to withdraw / modify this plan at
any time in the event of any policy changes without any prior
intimation.
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Full Value 299 Plan
ONE TIME CHARGES
Activation Charges Rs.500
Security Deposit Rs.500
MONTHLY
CHARGES (FIXED)
Bill Plan Charge NA
Monthly Rental Rs.299/month (the first bill will carry an
advance rental of Rs.299 for thesubsequent month)
CLIP Rs.50 per month
Airtel Other GSM Landline/CDMA
LOCAL RATES Re.1/min Re.1/min Re.1/min
STD RATES
50-200 KM Rs.2/min Rs.2.40/min Rs.2.40/min
200-500 KM Rs.2/min Rs.2.40/min Rs.2.40/min500+ KM Rs.2/min Rs.2.40/min Rs.2.40/min
ISD
USA, Canada, Europe (Fixed Line),
Australia, Singapore, Hong Kong, Thailand,
Malaysia, Indonesia, New Zealand.
Rs.7.2/min
Gulf, Europe (Mobile), SAARC countries, Rs.9.99/min
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Africa & Rest of the world
Cuba, Sao Tome & Principe, Guinea
Bissau, Diego Garcia, Nauru, SolomonIslands, Vanuatu, Cook Islands, Tuvalu,
Tokelau, Norfolk Island, Sakhalin
Rs.40/min
SMS
Local (Airtel to Airtel .50 paise) (Airtel to Other
Rs.1)
National Rs.2
International Rs.5
VAS VAS SMS (incl Airtel Services)Rs. 3 /
message VAS 646 Voice Portal Rs. 6 /
minute
APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes Rs.442
200 Minutes Rs.493
300 Minutes Rs.544
400 Minutes Rs.618
500 Minutes Rs.759
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1000 Minutes Rs.1461
Assumption : Pls note that the estimated bills for the said plan
assumes that 80% of all calling would be local and 20% calls would
be STD calls. The calculations have been arrived considering the
new service tax rate i.e 12.24%
Calculation
Other Benefits:
The Plan offers the subscribers the benefit of
Rs. 299/month of local Free Airtime
Pls Note
Regional/National Roaming Rentals would be charged at Rs.
49/month.
International Roaming Rentals would be charged at Rs. 149/month.
Refundable ISD Deposit would be charged at Rs. 4000.
Refundable International Roaming Deposit would be charged at Rs.6500.
Voice Mail Charges would be as per the local M2M rates.
SMS charges for VAS including Airtel Services would be Rs. 3 per
SMS.
ROW1:America, Europe, SAARC, Asia & Oceanic countries(excluding
countries in ROW 2)
ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu,
Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau,
Nauru, Norfolk Island
Terms & Conditions:
1. All the above charges are applicable in Maharashtra & Goa Circle
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Only & service charges and other taxes would be charged as
applicable.
2. Monthly Rentals would be charged in advance for the subsequent
month.
3. Optional Pack calling rates if any are applicable only in
Maharashtra & Goa Circle & additional monthly rentals towards the
same would be chargeable
4. Family & Friends Pack will be applicable on landline, GSM or
WLL no. only where local tariffs are applicable.
5. The company reserves the right to withdraw / modify this plan at
any time in the event of any policy changes without any prior
intimation.
299 Free local Airtime
Subscribers of this plan can avail of free local airtime worth Rs. 299
per month
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Express Yourself 599 plan
ONE TIME CHARGES
Activation Charges Rs. 500
Membership Fee NA
Security Deposit Rs.500
MONTHLY
CHARGES (FIXED)
Bill Plan Charge NA
Monthly Rental Rs.599(the first bill will carry an advance
rental of 599/-_
CLIP Rs.50
Airtel Other GSM Landline/CDMA
LOCAL RATES Rs.1.19 .50 paise Rs.1.19
STD RATES
50-200 KM (1.19 paise
to
Mumbai)&
Rs.2
(.50 paise to
Mumbai)&
Rs.2.40/min
Rs.2.40/min
200-500 KM (1.19 paise
to
Mumbai)&
Rs.2
(.50 paise to
Mumbai)&
Rs.2.40/min
Rs.2.40/min
500+ KM (1.19 paise
to
Mumbai)&
Rs.2
(.50 paise to
Mumbai)&
Rs.2.40/min
Rs.2.40/min
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ISD
USA, Canada, Europe (Fixed Line), Australia,Singapore, Hong Kong, Thailand, Malaysia,
Indonesia, New Zealand.
Rs.7.2/min
Gulf, Europe (Mobile), SAARC countries, Africa &
Rest of the world
Rs.9.99/min
Cuba, Sao Tome & Principe, Guinea Bissau, Diego
Garcia, Nauru, Solomon Islands, Vanuatu, Cook
Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin
Rs.40/min
SMS
Local (Airtel to Airtel - .50 paise) (Airtel to
others)Re.1
National Rs.2
International Rs.5
VAS VAS SMS (incl Airtel Services)Rs. 3 /message VAS 646 Voice Portal Rs. 6 /
minute
APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes Rs.781
200 Minutes Rs.835
300 Minutes Rs.889
400 Minutes Rs.943
500 Minutes Rs.997
1000 Minutes Rs.1445
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Assumption : Express Yourself 599 Plan : 80% of all calling would
be local while 20% of calls made are STD. The calculations have
been arrived considering the revised service tax rate of 12.24%
Calculation
Other Benefits:
The subscribers of Express Yourslef 599 plan offers the benefit of
Rs. 599/month of local Free Airtime
Roaming Rentals:
Regional Roaming Rental - Rs.49/month
National Roaming Rental - Rs.49/month
International Roaming Rental - Rs.149/month
Refundable Deposits:
STD Deposits - Nil
ISD Deposit (Includes STD)- Rs.4000National Roaming Deposit(Incudes STD)- Nil
International Roaming Deposit (Includes ISD & STD)-Rs. 6,500
ROW1:
America, Europe, SAARC, Asia & Oceanic countries(excluding
countries in ROW 2)
ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu,
Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau,
Nauru, Norfolk Island
Voice Mail Charges:Mobile to Mobile local call rate
Terms & Conditions:
1. All the above charges are applicable in Maharashtra & Goa Circle
Only & service charges and other taxes would be charged as
applicable.
2. Monthly Rentals would be charged in advance for the subsequent
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month.
3. Optional Pack calling rates if any are applicable only in
Maharashtra & Goa Circle & additional monthly rentals towards the
same would be chargeable
4. Family & Friends Pack will be applicable on landline, GSM or
WLL no. only where local tariffs are applicable.
5. The company reserves the right to withdraw / modify this plan at
any time in the event of any policy changes without any prior
intimation.
Express Yourself 799 plan
ONE TIME CHARGES
Activation Charges Rs.500
Membership Fee NA
Security Deposit Rs.500
MONTHLY
CHARGES
(FIXED)
Bill Plan Charge NA
Monthly Rental Rs.799 per month (the first bill will carry an
advance rental of Rs. 699)
CLIP Rs.50 per month
Airtel Other GSM Landline/CDMA
LOCAL RATES .50 paise .75 paise .75 paise
STD RATES
50-200 KM (.75 paise to (.75 paise to Rs. 2.40/min
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Mumbai) &
Rs.2.40/min
Mumbai) &
Rs.2.40/min
200-500 KM (.75 paise toMumbai) &
Rs.2.40/min
(.75 paise toMumbai) &
Rs.2.40/min
Rs. 2.40/min
500+ KM (.75 paise to
Mumbai) &
Rs.2.40/min
(.75 paise to
Mumbai) &
Rs.2.40/min
Rs. 2.40/min
ISD
USA, Canada, Europe (Fixed Line),
Australia, Singapore, Hong Kong, Thailand,
Malaysia, Indonesia, New Zealand.
Rs.7.2/min
Gulf, Europe (Mobile), SAARC countries,
Africa & Rest of the world
Rs.9.99/min
Cuba, Sao Tome & Principe, Guinea Bissau,
Diego Garcia, Nauru, Solomon Islands,
Vanuatu, Cook Islands, Tuvalu, Tokelau,
Norfolk Island, Sakhalin
Rs.40/min
SMS
Local A2A @50p Other local SMS @ Re. 1
National Rs.2
International Rs.5
APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes Rs.1007
200 Minutes Rs.1061
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300 Minutes Rs.1115
400 Minutes Rs.1168
500 Minutes Rs.1222
1000 Minutes Rs.1492
Assumption : Express Yourself 799 Plan: 80% of all calling would
be local while 20% of the calls made are std calls. The above
calculations have been arrived by considering the revised Service taxrate of 12.24%
Calculation
Other Benefits:
The plan offers the subscriber the benefit of Rs.799/month of local
free airtime
ROW1: America, Europe, SAARC, Asia & Oceanic countries
( excluding countries in ROW 2)
ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu,
Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau,
Nauru, Norfolk Island
Pls Note
Regional/National Roaming Rentals would be charged at Rs.49/month.
International Roaming Rentals would be charged at Rs. 149/month.
Refundable ISD Deposit would be charged at Rs. 4000.
Refundable International Roaming Deposit would be charged at Rs.
6500.
Voice Mail Charges would be as per the local M2M rates.
SMS charges for VAS including Airtel Services would be Rs. 3 per
SMS.
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Festival Plan
ONE TIME CHARGESActivation Charges Rs. 500
Membership Fee NA
Security Deposit Rs. 500/- (refundable post 12 months on
the network)
MONTHLY
CHARGES (FIXED)
125
CLIP Rs.50 per month
Airtel Other
GSM
Landline/CDMA
LOCAL RATES Rs.1.25
per min
Rs.1.25
per min
Rs.1.25 per min
STD RATES
50-200 KM Rs.1.25
per min
Rs.1.25
per min
Rs.1.25 per min
200-500 KM Rs.1.25
per min
Rs.1.25
per min
Rs.1.25 per min
500+ KM Rs.1.25
per min
Rs.1.25
per min
Rs.1.25 per min
ISD
USA, Canada, Europe
(Fixed Line), Australia,
Singapore, Hong Kong,
Thailand, Malaysia,
Indonesia, New
Zealand.
Rs.7.2/per min
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Gulf, Europe (Mobile),
SAARC countries,Africa & Rest of the
world
Rs.9.99/ per min
Cuba, Sao Tome &
Principe, Guinea Bissau,
Diego Garcia, Nauru,
Solomon Islands,
Vanuatu, Cook Islands,
Tuvalu, Tokelau,Norfolk Island, Sakhalin
Rs.40.00 (Sakhalin, Sao Tome &
Principe, Solomon Islands, Vanuatu,
Tokelau, Tuvalu, Cook Island, Diego
Garcia, Cuba, Guinea Bissau, Nauru,
Norfolk Island)
SMS
Local Rs.1.25 per message
National Rs.1.25 per message
International Rs. 5 per message
VAS VAS SMS - Rs.3/message (inclusiveAirtel Services) VAS 646, Voice Portal-
Rs.6/min
APPROXIMATE FINANCIAL IMPLICATIONS.
Monthly minutes of use Approx Total Monthly Bill
100 Minutes 337
200 Minutes 477
300 Minutes 617
400 Minutes 758
500 Minutes 898
1000 Minutes 1599
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Assumption : The above calculations have been arrived considering
the revised service tax of 12.24%
Calculation
Nokia handset bundle offer
The subscribers can also avail of the Nokia handset bundle offer i.e
on Nokia 1100, 2300,2600,6600,3230 wherein the subscribers can
get Rs50 worth local A2A talktime (voice)and Rs100 local A2A sms
for 19 months
Full Value 199 plan
ONE TIME CHARGES
Activation Charges Rs. 500
Membership Fee nil
Security Deposit Rs.500 (refundable on being on the Airtel
network for more than 12 months)
MONTHLY CHARGES
(FIXED)
Bill Plan Charge NA
Monthly Rental Rs.199 (First bill would have an Advance
Rental Charge of 1 month)
CLIP Rs.50 per month
Airtel Other GSM Landline/CDMA
LOCAL RATES Rs.1.2/min Rs.1.2/min Rs.1.2/min
STD RATES
50-200 KM Rs.2.4/min Rs.2.4/min Rs.2.4/min
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200-500 KM Rs.2.4/min Rs.2.4/min Rs.2.4/min
500+ KM Rs.2.4/min Rs.2.4/min Rs.2.4/min
ISD
USA, Canada, Europe (Fixed Line), Australia, Singapore,
Hong Kong, Thailand, Malaysia, Indonesia, New Zealand.
Rs.7.2/min
Gulf, Europe (Mobile), SAARC countries, Africa & Rest
of the world
Rs.9.99/min
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CUSTOMER RELATIONSHIP MANAGEMENT
CRM enables companies to provide excellent real time customer
services by developing a relationship with each valued customer
through the effective use of individual account information. Based
on what the company knows about each customer, company can
CRM customize market offerings, servings, services, programs,
messages, and media.
Customer relationship Management holds that major driver of
company profitability is the aggregate value of the company's
customer base.
Winning companies are more productive ion acquiring, keeping,
and growing customers. These companies improve the value of their
customer base by excelling at the following customer strategies.
Reducing the rate of customer defection.
Increase the longevity of the customer relationship.
Enhancing the growth potential of each customer through
"share-of-wallet", cross-selling, and up selling.
Making low profit customer more profitable.
Focusing disproportionate effort on high value customer.
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Customer Development Process:
Suspect
Disqualifie
d
Prospect
Ineffective
C.R.M
Inactive
custome
rs
Effective
C.R.M
Prospect
First
time
Customer
Effective
C.R.M
Repeat
customers
Effective
C.R.M
Active
Member
Active
Builder
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The aim of customer relationship management is to producehigh customer equity. Rust, Zeithaml, and Lemon distinguish three
drivers of customer equity: Value equity, brand equity and
relationship equity.
Value Equity: Is the customer's objective assessment of the
utility of an offering based on perception of its benefits
relative to its costs. The sub driver of value equity is its
quality, price and convenience. Each industry has to define the
specific factor underlying each sub driver in order to find
programs to improve value equity. An airline passenger might
define quality as seat width; a hotel may define quality as
room size. Value equity makes the biggest contribution to the
customer when products are differentiated and when they are
more complex and need to be evaluated. Value equity
specially drives customer equity in the business market.
Brand Equity: It is the customer's subjective and intangible
assessment' of the brand, above and beyond its objectively
perceived value. The sub drivers of brand equity are customer
brand awareness, customer attitude toward brand, and
customer perception of brand ethics. Companies use
advertising, public relation, and other communication tools to
effect these sub drivers. Brand equity is more important than
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other divers of customer equity where products are less
differentiated and have more emotional impact.
Relationship Equity :It is the customer's tendency to stick with
the brand, above and beyond objective and subjective
assessment of its worth. Sub driver of relationship equity
includes loyalty program, special treatment and treatment
program, community building program, and knowledge
building program. Relationship equity is especially important
where personal relationship count for a lot and where customertends to continue with the supplier out of habit or inertia.
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THREE ADDITIONAL P'S
(People, Physical Evidence & Process)
The Traditional four P's marketing approaches work well for goods,
but additional elements require attention in service business. Booms
and Bitner suggested three additional p's for services marketing:
People, Physical evidence and Process.Because people provide most
services, the selection, training and motivation of employees can
make a huge difference in customer satisfaction. Ideally, employees
should exhibit competence, a caring attitude, responsiveness,
initiative, problem solving ability and goodwill. Service companies
such as FedEx and Marriott empower their frontline personnel to
spend. up to 100 dollar to resolve a customer problem.
Companies also tried t6 demonstrate their service quality through
physical evidence and presentation. A hotel will develop a look and
style of dealing with customers that realize its intended customer
value proposition, whether it is cleanliness, speed or some other
benefit. Finally, service companies can choose among different
processes to deliver their service. Restaurant have developed suchdifferent formats as cafeteria style, fast food, buffet and candle light'
service.
Service, encounter are affected by several elements. Consider a
customer visiting a departmental store to purchase a shampoo. The
customer sees other customer waiting for this and otherservices. The
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customer also sees physical environment consisting ofbuilding,
interior, equipment and furniture. He orshe sees departmental store
personnel and deals with an employee of departmental store. Not
visible is a whole "back room" production process and organization
system that supports the visible business thus the services outcome,
and whether or not people will remain to services provider is
influenced by host variables.
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The Service Business as a System
Service Business
Internal
Organization
System
Not Visible Visible
Physical
Environment
Contact
Personnel
Service X
Customer A
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MANAGING SERVICE QUALITY
MSQCustomer form service expectation from past experiences, word of
mouth and advertising. Customers compare the perceived service
with the expected service. If the perceived service falls below the
expected service, customers are disappointed. if the performance
falls short of expectations, the customer is dissatisfied.' If the
performance matches the expectations, the customer is satisfied. If
the performance exceeds expectations the customer is highly
satisfied or delighted.
Parasuraman, Zeithaml and Berry formulated a service quality model
that highlight main requirement for delivering high service quality.
The model identifies five gaps that cause unsuccessful Delivery
Gap between expectation management consumer perception:
Management does not allow correctly perceive what customer
want. Hospital administrator may think that patients want
better food, but patient may be more. Concern with nurse
responsiveness.
Gap between management perception and service quality
specification:
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Management might correctly perceive customer wants, but not
set a performance standard. Hospital administrators may tell
the nurses to give "fast service" without specifying it in
minutes.
Gap between service quality specification and service
delivery: Personnel might be poorly trained, or incapable or
unwilling to' meet the standard; or they may be held to
conflicting standard, such as taking time to listen to customerand serving them fast.
Gap between service delivery and external communication:
Consumer expectations are affected by statement made by
company representative and add. If a hospital brochure shows a
beautiful room, but the patient arrive and find the room to be
cheap and tacky looking, external communications have
distorted the customers expectation.
Gap between perceived service and expected service:
This gap occurs when the consumer misperceives the service
quality. The physician may keep visiting the patient to show
care, but the patient may interpret this as an indication that
something really is wrong.
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Service Quality Model
Word of Mouth
Communication
Personal NeedsPast Experience
Expected Service
Perceived Service
Service Delivery
(Including post contact)
Translation of
Perception into service-
quality Specification
Management perception
of Consumer expectation
ExternalCommunication
to consumers
Consumer
Marketer
GAP 1GAP 2
GAP 3
GPA 5
GAP 4
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Various studies have shown that well-managed service
companies share the following common practices: a strategic
concept, a history of top management commitment to quality, high
standard, system for monitoring service performance and customer
complaints, faster and better delivery and an emphasis' on employee
satisfaction.
Strategic concept : Top service companies are "customerobsessed". They have a clear sense of their target customer and
their needs.
Top management commitment: Companies such as Marriot,
Disney, and McDonald's have a through commitment to
service quality.Their management looks not only at financial
performance on monthly basis, but also at service
performance. Ray Kroc of McDonald's insisted on continually
measuring each McDonald's outlet on its conformance to
QSCV: quality, service, cleanliness and value. Some
companies insert a reminder along with employee pay
cheques: brought to you by customer.
High standers: The best service provider sets high service-
quality standards. Citibank aims to answer to phone call within
10 seconds and customer letter within 2 days. The standard
must be appropriately high. A 98percent accuracy standard
may sound good, but it would result in FedEx losing 64000
pages a day, 6 misspelled words on each page.
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One can distinguish between those companies offering "merely
good" service and those offering "breakthrough" services, aimed at
being 100 percent defect free.
System for monitoring service performance:
Top firms audit service performance, both of their own and
their competitors. They collect voice of the customer satisfied
and dissatisfied. They use comparison shopping, customer
survey, suggestion and complaint forms. Citibank checkscontinuously for measures of ART [accuracy, responsiveness
and timeliness]. The Chicago bank employs a monthly
Performance Measurement Program charting its performance
on large number of customer sensitive issues. A typical chart
to track the bank speed in answering the customer service
phone inquiries. It will take action whenever bank
performance fall below the minimum acceptable level. It also
raises performance goal over time.
Satisfying customer complaint: Studies of customer
satisfaction shows that customers are dissatisfied with their
purchase about 25 percent of the time but that only about 5 '
percent complain. The other 95 percent either feel complaining
is not worth the effort, or they do not know how or whom to.
Complain Of the 5 percent who complain, only about 50
percent report a satisfactory complain resolution. Yet the need
to resolve a customer problem in a satisfactory manner is
critical. On average a satisfied customer tells three people
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about a good product experience, but the average dissatisfied
customer grips to 11 people. If each of them tells stills other
people, the number of people exposed to bad word of mouth
may grow exponentially.
Customers whose complaints are satisfactorily resolved often
become more company loyal then customer who were never
dissatisfied. About 34 percent of customer who register major
complaint will buy again from the company if their complaint
is resolved, and this number rises to 52 percent for minor
complaint. If the complaint is resolved quickly, between 52
percent (major complaint) and 95 percent (minor complaint)
will buy again from the company.
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SCOPE OF INTERNAL CUSTOMER
SATISFACTION
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EMPLOYEE SATISFACTION
ES
Employee satisfaction is considered to be a key indicator of
productivity and customer satisfaction. Excellent service companies
know that positive employee attitude will promote stronger customer
loyalty. Given the importance of positive employee attitude, service
companies must attract and retain best employee they can find. They
need to market a career rather than just a job. They must design a
sound training program and provide support and reward for good
performance. They could use Internet, daily reminder and employee
roundtable to reinforce customer- center attitude. Sears found a high
correlation between customer satisfaction, employee satisfaction and
store profitability. In companies such as John Deere and Four
Seasons hotel, employee exhibits real pride in their companies.
It is important to audit employee job satisfaction regularly.
Rosenbluth and Peters, in the (external) Customer comes second,
go so far as to say that the companies employees, not the companies
customer, have to be made number one if the company hopes to truly
satisfy its customers.
Best-in-business organizations track employee satisfaction through
the use of employee satisfaction surveys and/or through predictive
indicators, such as:
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Employee satisfaction survey results
Attrition rates of employees
Training hours in customer service per employee
When they feel they are rewarded fairly for the work they do.
Consider employee responsibilities, the effort they have put
forth, the work they have done well, and the demands of their
jobs.
Minimum politics at the work place.
When service is good, the organization's culture encourages
Teamwork, both customers, and employees are happy.
The Harvard Business review reports that a 5 percent increase in
retention results in a 10 percent decrease in costs and productivity
increases ranging from 25 percent to 65 percent. In view of these
complexities, Christian Gronroos has argued that service marketing
requires not only external marketing, but also internal and interactive
marketing.
External marketing : It describes the normal work to prepare, price,
distribute and promote the service to customer.
Internal marketing : It describes the work to train and motivate
employees to serve customer well.
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QUESTIONNAIRE FOR CUSTOMERS OF AIRTEL
Customer details:
Name:
Address:
Occupation:
Cell number:
1.How did you first know about Airtel?
Advertising Friends
Relatives
Salesman
2. Why are you using this cellular service provider?
. Coverage
. Services
. Tariffs. Congestion free
. Roaming facility
3. How long have you been using Airtel cellular service?
. 0to 6 months
. 6 to 12 months
. 12 months and above
4. Which value added service you like in comparison with other
service providers?
. MMS
. Masala services
. GPRS
. SMS
. Roaming
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5. How frequently do you visit to local Airtel office?
. Twice a month
. Thrice a month. More than thrice a month
6.Are you satisfied with services of Airtel ?
.Yes .No
7. If yes please rank the service from following Gradation.
. Excellent. Very good
. Good
. Average
. poor
8. If not please state the reasons.
9. Through which channel do you get the information you needed?
. Customer care
. Personal visit to office
. Internet
10. With in how much time frame are your queries resolved?
. 10 min
. 1hr
. 5 hrs
. More than 5 hrs
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11. How do you find Airtel' s tariffs as compared with other cellular
service providers?
. The good
. Good
. Reasonable
. bad
12. What are your future expectations from Airtel?
Thank you
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Analysis of Data Analysis
USP of Usage Percentage
Coverage 21
Services 34
Tariffs 15
Congestion Free 19
Roaming Facility 11
Total 110
0
5
10
15
20
25
30
35
Coverage Services Tariffs
Congestion Free Roaming Facility
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VAS Percentage
MMS 52
Masala Services 17
GPRS 10
SMS 9
Roaming 12
Total 100
Value Added Services
0
10
20
30
40
50
60
MMS Masala Services GPRS SMS Roaming
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Frequency of Visit PercentageTwice 29
Thrice 63
More 08
Total 100
Frequency of Visit
0
10
20
30
40
50
60
70
Twice Thrice More
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Courtesy of Staff Percentage
Excellent 0
Very good 4
Good 22
Average 57
Poor 17
Total 100
Courtesy of Staff
0
10
20
30
40
50
60
Excellent Very good Good Average Poor
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Resolution of Complaints Percentage10 min 33
1 Hrs. 10
5 hrs. 41
More than 5 hrs. 16
Total 100
Resolution of Complaints
0
5
10
1520
25
30
35
40
45
10 min 1 Hrs. 5 hrs. More than 5 hrs.
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Customer Expectation Percentage
Exceeds Expectation 7
Meets Expectation 19Close to Expectation 45
Below Expectation 29
Total 100
Customer Expectation
0
10
20
30
40
50
Exceeds Expectation Meets Expectation
Close to Expectation Below Expectation
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CONCLUSION AND SUGGESTION
Hence it can be concluded that Airtel is having a good customer
base. Company performance. at the present stage is close to their
expectation, we found that the largest ?1ass of customer fall in the
category of close to expectation and second largest group of
customer fall under below expectation.
The management should consider its present scenario with regard tocustomer expectation with Airtel.
The unique selling proposition of Airtel post paid is its multiple
services, which only Airtel is providing, in GSM cellular industry.
But additional concentration should be given to other areas such as
coverage, tariffs, and roaming facility.
The company has not yet launched its connections in cities such as
Beed, Paithan, Lonavla, and many taluka places are yet to cover if
serious thought is given to these places then it might be possible that
it wi11give tough completion to its existing competitors by
expansion strategy.
Further if the company makes its retention team stronger by
providing them motivation of various types then chances are that this
retention team wi1l bring difference, as retention is a1so one of the
important factors in marketing activity.
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We have found in the research that there exists the negative
correlation between courtesy of staff and customer visit to office,
due to which it causes inconvenience to the customer. Higher the
rate of custon1er visit is directly proportionate high resentment to
the customer because the resolution time frame depicted by the
customer for most of the problems.
Airtel's many of the flew customers faces billingproblems, so Airtel
Should give itemizedbill free of cost or by charging negligible price
for first few months.
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Bibliography
Marketing management by Philip kotler.
Marketing management by J.Paul peter.
Improving customer satisfaction by J. Mike jacka.
Managing customer value by Bradely gale.
Brochers of Airtel.
w ww.Airtelworld.com
www.Google.com.
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INDEX
1. Research Methodology
2. Objectives & Limitation
3. Company Introduction
4. Tools and Techniques of External Customer
Satisfaction
5. Scope of Internal Customer satisfaction
6. Research Methodology
7. Questionnaire
8. Interpretation and Discussion
9. Conclusion and Suggestion
10. Bibliography