raghvendra rana.pptx
TRANSCRIPT
SUBMITTED BY:-
Raghvendra Singh
1424070041
“CUSTOMER RELATIONSHIP MANAGEMENT IN AIRTEL”
A Summer Training Project ReportSubmitted In Partial
Fulfillment of the Requirements for the DegreeOf
MASTERS IN BUSINESS ADMINISTRATION
SUBMITED TO.Prof. Prashant Tomar(H.O.D.)
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has a diverse business
portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail
business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully
launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in
Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world
leader in financial protection and wealth management.
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services
provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of
technology and has steered the course of the telecom sector in the country with its world class products and services.
The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) - Mobile
Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless
services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers
broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solutions to
corporate customers and national & international long distance services to carriers. All these services are provided
under the Airtel brand.
Introduction
Bharti Airtel
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has a diverse business
portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as
Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an
international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA
and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial
protection and wealth management.
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services provider
with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and
has steered the course of the telecom sector in the country with its world class products and services. The businesses at
Bharti Airtel have been structured into three individual strategic business units (SBU’s) - Mobile Services, Airtel
Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM
technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services
in 94 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national &
international long distance services to carriers. All these services are provided under the Airtel brand.
Objective of study
As we know in making any project one should need some references from where the data can be
collected. I have collect the data from various resources.
PRIMARY DATA:
Since I am the one of the oldest customer of airtel. I m in touch with the customer care frequently, I
am well aware of where the shoe pinches. As a student of MBA, I know what and how material/data is
required to be collected to form a firm basis for my study. With reference of my friends and some of
the people from airtel I had access to relevant records already maintained for obtaining their view
point & guidance and support to give shape to my project
SECONDARY DATA:
A: NEWSPAPERS
B: BUSINESS MAGAZINES
D: INTERNET
Research Methodology
PROFILE OF THE SAMPLE RESPONDENTS
Data Analysis and Interpretation
AGE
: Q1-What is your age? AGE
AGE
above 50bet 41-50bet 36-40bet 31-35bet 20-30
Pe
rce
nt
50
40
30
20
10
0
Frequency Percent Valid Percent Cumulative Percent
Valid bet 20-30 51 20.4 20.4 20.4
bet 31-35 100 40.0 40.0 60.4
bet 36-40 46 18.4 18.4 78.8
bet 41-50 33 13.2 13.2 92.0
above 50 20 8.0 8.0 100.0
Total 250 100.0 100.0
CHART: 1
INFERNCE:
As the Table depicts, a good majority of the respondent (40.0%) were in the age group of
(Between 31-35) while the age group of (Above 50) is the least (8.0%).
Q: 2-which of these best describe your job?
OCCUPATION
OCCUPATION
Professional
Agriculture
Retired
Student
Manual w orker
Clerical
Business
Managerial
Pe
rce
nt
50
40
30
20
10
0
OCCUPATION
Frequency Percent Valid Percent Cumulative Percent
Valid Managerial 113 45.2 45.2 45.2
Business 85 34.0 34.0 79.2
Clerical 24 9.6 9.6 88.8
Manual worker 17 6.8 6.8 95.6
Student 7 2.8 2.8 98.4
Retired 2 .8 .8 99.2
Agriculture 1 .4 .4 99.6
Professional 1 .4 .4 100.0
Total 250 100.0 100.0
CHART: 2
INFERNCE:
As the Table depicts, a good majority of the respondent (45.2%) of consumers were
Managers while Professionals and Agriculturalist were the least (0.4%) each.\
Q: 3-Under which category your belong to regarding your monthly income?
MONTHLY INCOME
MONTHLY INCOME
above 25000
bet 15000-25000
bet 10000-15000
bet 5000-10000
below 5000
Pe
rce
nt
60
50
40
30
20
10
0
Frequency Percent Valid Percent Cumulative Percent
Valid below 5000 27 10.8 11.0 11.0
bet 5000-10000 132 52.8 53.9 64.9
Bet 10000-15000 62 24.8 25.3 90.2
Bet 15000-25000 11 4.4 4.5 94.7
above 25000 13 5.2 5.3 100.0
CHART: 3
INFERNCE:
As the Table depicts, a good majority of the respondent (53.9%) consumers’
monthly income is between (5000-10000), while monthly income between (15000-25000) is least
(4.5%).
Q: 4-Are you using mobile services?
MOBILE USE
MOBILE USE
NOYES
Pe
rce
nt
80
60
40
20
0
Frequency Percent Valid Percent Cumulative Percent
Valid YES 183 73.2 73.2 73.2
NO 67 26.8 26.8 100.0
Total 250 100.0 100.0
MOBILE USE
CHART: 4
INFERNCE:
From the above Table, it is inferred that majority of the respondents (73.2%) were
using Mobile phones while (26.8%) were not using Mobile phones.
Q: 5-Which of the following mobile services you are using currently?
MOBILE SERVICE
26.831.2
0.4
10.4 1014.8
6.4
0
510
15
20
2530
35
MOBILE SERVICE
PE
RC
EN
T
Frequency Percent Valid Percent Cumulative Percent
Valid No mobile 67 26.8 26.8 26.8
BSNL 78 31.2 31.2 58.0
Tataindicom 1 .4 .4 58.4
Reliance 26 10.4 10.4 68.8
Airtel 25 10.0 10.0 78.8
Idea 37 14.8 14.8 93.6
Vodafone 16 6.4 6.4 100.0 MOBILE SERVICE
MOBILE SERVICE
CHART: 5
INFERNCE:
As the Table depicts, a good majority of people (10.0%) are using AIRTEL, while
Tataindicom are the least (0.4%) by considering 250 samples.
Q: 6-Which of the following landline services you are using currently?
LANDLINE SERVICES
0
20
40
60
80
100
M
ODINAGAR
H
APUR
RAJN
AGAR
LOCATION
CO
UN
T
NO LANDLINE
AIRTEL
TATA INDICOM
BSNL
LOCATION * LANDLINE SERVICE Cross tabulation
LANDLINE SERVICE
Total
No Landline AIRTEL Tataindicom
BSNL
LOCATION MODINAGAR
Count 7 127 6 5 145
% within LOCATION
4.8% 87.6% 4.1% 3.4% 100.0%
HAPUR Count 4 52 1 57 % within
LOCATION7.0% 91.2% 1.8% 100.0%
RAJNAGAR
Count 2 42 1 3 48
% within LOCATION
4.2% 87.5% 2.1% 6.3% 100.0%
Total Count 13 221 8 8 250 % within
LOCATION5.2% 88.4% 3.2% 3.2% 100.0%
CHART: 6
INFERENCE:
From the above table, it explains about the AIRTEL Land line users in each location.
Q: 7-How familiar are you with AIRTEL services?
FAMILIAR
FAMILIAR
Familiar but never uSome w hat familiarVery familiar
Pe
rce
nt
60
50
40
30
20
10
0
FAMILIAR
Frequency Percent Valid Percent Cumulative Percent
Valid Very familiar 128 51.2 51.2 51.2
Some what familiar 120 48.0 48.0 99.2
Familiar but never used it 2 .8 .8 100.0
Total 250 100.0 100.0
CHART: 7
INFERNCE:
As the Table depicts, a good majority of people (51.2%) are familiar with AIRTEL, while
(0.8%) of people are familiar but never used.
Q: 8-How satisfied are you with AIRTELservices?
TARIFF
TARIFF
Very disatisf ied
Quite disatisf ied
Neutral
Quite satisf ied
Very satisf ied
Pe
rce
nt
50
40
30
20
10
0
TARIFF
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 94 37.6 37.6 37.6 Quite satisfied 95 38.0 38.0 75.6
Neutral40 16.0 16.0 91.6
Quite dissatisfied 14 5.6 5.6 97.2 Very dissatisfied 7 2.8 2.8 100.0 Total 250 100.0 100.0
CHART: 8 INFERNCE: From the above Table, it was inferred that majority of the respondents (38%) were “Quite Satisfied” with a special regards to the AIRTEL Tariff Plan, while the least (2.8%) number of respondents were “Very Dissatisfied” with respect to the AIRTEL Tariff Plan.
Q: 9-How satisfied are you with the network of AIRTEL?
NETWORK
NETWORK
Very dissatisf ied
Quite dissatisf ied
Neutral
Quite satisf ied
Very satisf ied
Pe
rce
nt
50
40
30
20
10
0
NETWORK
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 115 46.0 46.0 46.0
Quite satisfied 78 31.2 31.2 77.2
Neutral 30 12.0 12.0 89.2
Quite dissatisfied 15 6.0 6.0 95.2
Very dissatisfied 12 4.8 4.8 100.0
Total 250 100.0 100.0
CHART: 9
INFERNCE:
As the Table depicts, a good majority of respondents (46%) were “Very Satisfied”
with the Network of AIRTEL, while the least (4.8%) were “Very Dissatisfied” with the
Network of AIRTEL.
Q: 10-How satisfied are you with the cost of AIRTEL?
COST
COST
Very dissatisf ied
Quite dissatisf ied
Neutral
Quite satisf ied
Very satisf ied
Pe
rce
nt
40
30
20
10
0
COST
Frequency Percent Valid Percent Cumulative Percent
ValidVery satisfied 71 28.4 28.4 28.4
Quite satisfied 93 37.2 37.2 65.6
Neutral 38 15.2 15.2 80.8
Quite dissatisfied 36 14.4 14.4 95.2
Very dissatisfied 12 4.8 4.8 100.0
Total 250 100.0 100.0
CHART: 10 INFERENCE: As the Table depicts, majority of respondents (37.2%) were “Quite Satisfied” with special regards to the Satisfaction level of Cost of AIRTEL, while the least number of respondents (4.8%) were “Very Dissatisfied” with the Satisfaction level of Cost of BSNL.
Q: 11-How satisfied are you the customer care of AIRTEL?
CUSTOMER CARE
CUSTOMER CARE
Very dissatisf ied
Quite dissatisf ied
Neutral
Quite satisf ied
Very satisf ied
Pe
rce
nt
40
30
20
10
0
CHART: 11
INFERENCE:
From the above Table, it was inferred that majority of respondents (30.8%) were
“Quite
Satisfied” with the Customer care of AIRTEL, while the least number of
respondents
(11.2%) were “Quite Dissatisfied” with AIRTEL Customer care.
Q: 12-How satisfied are you with the additional package of AIRTEL?
ADDTIONAL PACKAGE
ADDTIONAL PACKAGE
Very dissatisf ied
Quite dissatisf ied
Neutral
Quite satisf ied
Very satisf ied
Pe
rce
nt
40
30
20
10
0
ADDITIONAL PACKAGE
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 44 17.6 17.6 17.6
Quite satisfied 67 26.8 26.8 44.4
Neutral 95 38.0 38.0 82.4
Quite dissatisfied 33 13.2 13.2 95.6
Very dissatisfied 11 4.4 4.4 100.0
Total 250 100.0 100.0
CHART: 12
INFERENCE:
From the above Table, it was inferred that majority of respondents (38%) opined
“Neutral” with the AIRTEL’s Additional Packages, while the least number of respondents (4.4%)
opined “Very Dissatisfied” with the Additional Packages of AIRTEL.
Q: 13-In thinking about your most recent with others was a quality of the AIRTEL customer services you receive?
QUALITY OF CUSTOMER SERVICE
QUALITY OF CUSTOMER SERVICE
Very poorPoorAverageGoodExcellent
Pe
rce
nt
40
30
20
10
0
QUALITY OF CUSTOMER SERVICE
Frequency Percent Valid Percent Cumulative Percent
Valid Excellent 24 9.6 9.6 9.6
Good 66 26.4 26.4 36.0
Average 76 30.4 30.4 66.4
Poor 35 14.0 14.0 80.4
Very poor 49 19.6 19.6 100.0
Total 250 100.0 100.0
CHART: 13
INFERENCE: As the Table depicts, the majority of respondents (30.4%) were opined “Average” with special reference to the Quality of Customer Service, while the least number of respondents (9.6%) were opined “Excellent” with respect to the Quality of Customer service.
Q: 14-Compared with others others would you say that AIRTEL is
COMPARING WITH OTHER SERVICES
COMPARING WITH OTHER SERVICES
Dont know /Never used
Some w hat w orse
About the same
Some w hat better
Much better
Pe
rce
nt
50
40
30
20
10
0
COMPARING WITH OTHER SERVICES
Frequency Percent Valid Percent Cumulative Percent
Valid Much better 58 23.2 23.2 23.2
Some what better 99 39.6 39.6 62.8
About the same 65 26.0 26.0 88.8
Some what worse 27 10.8 10.8 99.6
Don’t know/Never used 1 .4 .4 100.0
Total 250 100.0 100.0
CHART: 14 INFERENCE: As the Table depicts, majority of respondents (39.6%) opined AIRTEL is “Some What Better” when compared to other services, while the least number of respondents (0.4%) opined “Don’t know/Never used.
A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.
A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.
A good majority of people (31.2%) are using AIRTEL, while Tata indicom are the least (0.4%) by considering 250 samples, with respect
to Mobile.
A good majority of people (88.4%) are using AIRTEL, while Tata indicom and Airtel are the least (3.2%) each, with respect to
Landline.
A good majority of people (51.2%) are familiar with AIRTEL, while (0.8%) of people are familiar but have never used.
A good majority of respondents (39.6%) opined that AIRTEL is “Some What Better” when compared to other services, while the least
number of respondents (0.4%) opined “Don’t know/Never used”.
There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.
There is a significant relationship between the Location of the Customers
and Satisfaction of AIRTEL Network used by the Customers.
There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the Customers.
There is a significant relationship between the Location of the Customers and
Satisfaction level of AIRTEL compared with other Services.
There is a significant relationship between the Location of the Customers and
Satisfaction of AIRTEL Tariff Plan.
Finding
A good majority of the respondents (38%) were “Quite Satisfied” with special regards to the
AIRTEL Tariff Plan, while the least (2.8%) number of respondents were “Very Dissatisfied” with
respect to the AIRTEL Tariff Plan.
A good majority of respondents (46%) were “Very Satisfied” with the Network of AIRTEL, while
the least (4.8%) were “Very Dissatisfied” with the Network of BSNL.
A majority of respondents (37.2%) were “Quite Satisfied” with special regards to the Satisfaction
level of Cost of AIRTEL, while the least number of respondents (4.8%) were “Very Dissatisfied”
with the Satisfaction level of Cost of AIRTL.
A majority of respondents (38%) opined “Neutral” with the AIRTEL’s Additional Packages, while
the least number of respondents (4.4%) opined “Very Dissatisfied” with the Additional Packages of
AIRTEL.
The majority of respondents (30.4%) opined “Average” with special reference to the Quality of
Customer Service, while the least number of respondents (9.6%) opined “Excellent” with respect to
the Quality of Customer Service.
Customers were felt that monthly rental was too high hence the reason that most of them were
surrendering.
Limitation
Commandation and Suggestion
A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.
A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.
A good majority of people (31.2%) are using AIRTEL, while Tata indicom are the least (0.4%) by considering 250 samples, with
respect to Mobile.
A good majority of people (88.4%) are using AIRTEL, while Tata indicom and Airtel are the least (3.2%) each, with respect to
Landline.
A good majority of people (51.2%) are familiar with AIRTEL, while (0.8%) of people are familiar but have never used.
A good majority of respondents (39.6%) opined that AIRTEL is “Some What Better” when compared to other services, while the
least number of respondents (0.4%) opined “Don’t know/Never used”.
There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.
There is a significant relationship between the Location of the Customers
and Satisfaction of AIRTEL Network used by the Customers.
There is a significant relationship between the Location of the Customers and Satisfaction of AIRTEL Network used by the
Customers.
There is a significant relationship between the Location of the Customers and
Satisfaction level of AIRTEL compared with other Services.
There is a significant relationship between the Location of the Customers and
Satisfaction of AIRTEL Tariff Plan.
Conclusion
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