EXECUTIVE SUMMARYCustomer service is the keybusiness issue. Effective churn management allows the company to stayof its competitors, increases profitability and improves investor confidence. There are no simple solutions; must adopt aggressive strategies which cut across the customer lifecycle and underpin all business processes. Customer service is not given the attention due to it, by most firms. It has been found that customer service has more impact on provide competitive to a firm. In fact.it has been found that companies which reduce customer retention defections by 5 per cent, could boost profits from 25 per cent to 85 per cent the whole gamut of customer Relation Management strategies centre around the basic idea of retention so as to get the mass out of their existing or potential customer. Research focus

Research objectives

Research technique used

RecommendationsINTRODUCTIONThe Indian telecommunication sector is one of the largest and faster growing sectors. It also witness of the faster market growth rates globally with a compounded annual growth rate (CAGR) of around 30 percent up to 2014.

India has nearly 200 million telephone lines making it the third largest network in the world after china and USA. With a growth rate45%, Indian industry has the highest growth rate in world. This project work titledA study on portability of customers from other networks to Airtel network with special reference to Airtel own retail store Shivamogga1. STATEMENT OF THE PROBLEM Customer satisfaction survey is systematic process for collecting consumer data, analysing this data to make it into actionable information, driving the throughout an organization improvement satisfaction survey is a management information system that continuously captures the voice of the customer through the assessment of performance from the customer point of view.The setting of objective is the core stone of a systematic study. The study will be fruitful one when basis laid down is a concrete one they represent the desired solution to the problem and help in proper utilization of opportunities.

2. OBJECTIVES OF THE STUDY To study and analyse Airtelcustomers perception about Airtel mobile service. To find the factor influencing the product selection.i.e., consumerbehaviour. To know the effectiveness of Airtel brand in the competitive market.

To study the effectiveness of customer orientation programs like periodical educating and informing about the new service, products, and companys success stories.

Toanalyse the loyal behaviour of the customer towards Airtel mobile serve.

To define the competition i.e. the extent to which the Airtel is competing with other brands in the market.

To study the threats and probable entry of global telecom players.

Toanalyse the effectiveness of advertisements and promotions offered.

3. SCOPE OF THE STUDY The area chosen for the purpose of study in Shivamogga , It is situated in central part of Karnataka a progressive district of India with the population of million. It is a small business centre with well established. Shivamogga is a small city when compare to other cities such as Bangalore, Mysore, Hubli, Belgum.

Cell phone is complete lifestyle statement in many people through India. But the scope of the report is restricted to the study of consumer attitudes towards Airtel mobile in the Shivamogga town.

4. NEED FOR THE STUDY To assess the present level of service provided by airtel.

To identify areas which require attention by airtel for improving its service.

To evaluate the strength and weakness of the its competitors, to develop a USP for it services. To address all these issues, so that the management can take appropriate measures, a research has been called to provide information on the areas where AIRTEL need attention. 5. METHODOLOGY OF THE STUDY

a. RESEARCH DESIGNType of study: Descriptive Research

b. METHOD OF DATA COLLECTIONPRIMARY SOURCES:Information obtained from structured questionnaires collected from individual mobile users in Shivamogga city.SECONDARY SOURCES:Web sites, brochures

c. SAMPLING METHODThe sampling has done by selecting the different Airtel users from different segment. The four major segments are Business man, Students, Professionals, and others have taken as sampling units.

d. SAMPLE SIZEA sample size of 100 is taken for the study

e. SAMPLING DESIGNSampling design is random selection

6. LIMITATIONS OF THE STUDY Time constraint restricted this study to a sample of 100.

Study could not cover all the customers.

Respondents were hesitant to part with the information. The study is restricted to some customers.

Study is limited to Shivamogga Town. INDUSTRY PROFILEIndia's 21.59 million-line telephone network is one of the largest in the world and the 3rd largest among emerging economies (after China and Republic of Korea). Given the low telephone penetration rate - 2.2 per 100 people of population, which is much below the global average, India offers vast scope for growth. It is therefore not surprising that India has one of the fastest growing telecommunication systems in the world with system size (total connections) growing at an average of more than80 per cent annually.COMPANY PROFILEAirtel 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 an all India footprint covering all 23 telecom circles of the country. It has over 11 million satisfied customers.

BRANCH PROFILEAirtel own retail store. Established on 2014. Address Malnad arcade apposite Vinayaka theatre, B H Rood,Shivamogga 577201.store manager RameshP T

Telephone no : 08182401566

E mail: shimoga.airtelstore3@airtel.com

SYNOPSISMARKETING STRATEGY AND COMPETATION MANAGEMENT OF SONY ELECTRONICS PRODUCT IN RESPECT TO OTHER BRAND PRODUCTWith special reference to Gorur Electricals ShivamoggaSUBMITTED BYSANCHAN A.M2nd YEAR M B A

SPECIALIZATION: MARKETING

SUBMITTED TOProf. WILLIAM DSOUZAPRINCIPAL

HCMIT, SHIVAMOGGADepartment of Management Studies

HOYSALA COLLEGE OF MANAGEMENT AND IT STUDIES SHIVAMOGGA-577201

PROJECT FORMATEXECUTIVE SUMMARY

(Overall summary of project)PART A

COMPANY PROFILE

Introduction

History

Vision and Mission

Organisational Structure

Etc (company related)

INDUSTRY PROFILE

PART B

Project Overview

Introduction to project

Statement of the problem

Needs for the study

Scope of the study

Methodology

Limitations

Data analysis and interpretation

Summary of findings

Suggestions and recommendations

ConclusionPART C

Appendix

Questionnaire

Bibliography

References (Meaning of technical words)

SYNOPSIS FORMAT

EXECUTIVE SUMMARY

(Overall Summary of project)INTRODUCTION

1. Statement of the problem

2. Objectives of the study

3. Scope of the study

4. Needs of the study

5. Methodology of the study

6. Limitations of the study

INDUSTRY PROFILE

COMPANY PROFILE

BRANCH PROFILEPROJECT FORMAT