SYNOPSIS

Organisation: Airtel

Description:

Airtel 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 a footprint in 15 states covering all four metros and more
than 7 million satisfied customers Bharti Tele-Ventures believes that the demand for mobile services
in India will continue to grow rapidly as a result of the following factors:

Lower tariffs and handset prices over time;

Growth in pre-paid customer category;
Greater economic growth and continued development of India's economy;
Higher quality mobile networks and services; and
Greater variety and usage of value added services

Title: CUSTOMER SATISFACTION IN AIRTEL

Statement:

A problem well defined is half-solved Poorly defined problems create confusion and do not
allow the researcher to develop a good research design. The first step in research is formulating a
research problem. It is the most important stage in applied research as poorly defined problems
will not yield useful results.
It may be mentioned that the problem formulation from the researchers point of view
represents translating the management problem into a research problem. In order to formulate
an appropriate research problem on the basis of a management problem, it is necessary to have
a meaningful dialogue between the researcher and the manager. Without a meaningful dialogue,
the problem is likely to be defined poorly. The research carried out on that basis will hardly have
any value for the management. After a problem has been chosen, the next task is to formulate it
precisely. This too needs a good deal of care on the part of marketing researchers. Formulation
implies a clear statement or definition of the problem.

A complete problem definition must specify each of the following:

1. Sample and sampling units

2. Time and space boundaries

3. Product features, and consumer preferences

4. Specific environmental conditions

Taken together these four aspects identify who, when, where, and what of the research. Here at my

research project was undertaken with Airtel.

With the respect of the respective head under Problem Definition my research project is defined as

follows:

Research Study of Consumer Behaviour in Post-paid Customer Segment

Why the particular topic chosen?

There are mainly two important Assets for any marketing company, i.e. customers and clients. Such
companies need to understand the customers behaviour toward the brand they are marketing for.
Such a Bharti Airtel Group also understands the same and hence study of Consumer Behaviour is
very much important for the company.

Contribution:

The mission is to meet the mobile communication needs of the customer through

1) error free service

2) Innovative products and services and

3) cost efficiency. The Companys strategic objective is to consolidate its leadership position amongst
the mobile service providers in India.

4) Results of my survey and analysis would provide a very useful input to the management of Bharti
Airtel, India who have already been ceased the identified problems.

5) Bharti Management have welcomed my effort and are looking forward to collecting all available
data in this respect for examine the problem in totality.

6) The project will provide a value insight of prosper learner.

7) The project will help to get the practical knowledge of Telecommunication Services at Bharti
Airtel, India.

8) The project will equip me for my future in Telecommunication Services Industry

Objective:

The subject matter for this research Project is to study the behaviour of the customer regarding the
Post-paid connections offered by Airtel. This project consists of different objectives.

They are as follows:

- To study the consumer trends in telecommunication sector.

- To study consumer decision-making & preferences.

- To study marketing strategies adopted by Airtel.

- To study the level of customer satisfaction in Airtel

- To know the test and preferences of consumer for the Airtel products & services.

- To know the current market share of Airtel connections.

- To measure the customer satisfaction regarding the connection.

- To understand the reaction of consumers by listening to the Brand.

- To know the sex ratio of Airtel users.

- To know the current market player and competitors.

- To study the customers thought process.

Scope:

Today, for any organization or firm to survive in this competitive world depends on its ability to be
dynamic and be different from the competitors to be unique in the industry. Customer Satisfaction
helps every organization to keep the existing customer and to build new customer.

This research is aimed at profiling the standard customer with an aim to increase the network and
improve company-customer relations.

The information gathered through this research can be used by the company to improve its
services and became more customers friendly. This can increase the goodwill of the company and its
overall performance.

This study is aimed to provide the management with some knowledge about its status in market
both in terms of consumer perception and their satisfaction level. The research also aims to provide
some ideas to improve the companys present condition.

Primary Data:

Primary data are those which are collected afresh and for the first time, and thus happen to be
original in character. It is gathered for the specific purpose or for a specific Research project for the
fulfilment of project objective.

Here, in this study a questionnaire will be designed to collect primary data from various customers.

Observation Method
Experiment
Interviews, Diaries, Letters, Journals, Speeches, Autobiographies, and Witness Statements
Articles containing original research, data, or findings never before shared
Original Hand Written Manuscripts
Government Documents and Public Records
Art, Photographs, Films, Maps, Fiction, and Music
Newspaper and Magazine Clippings
Secondary Data:

Secondary data are the data, which already exists somewhere i.e. those which have already been
collected by someone and have already been passed through statistical process. Secondary data
provide starting point for research and after that the advantage of low cost and ready availability.

Here, in this study, secondary data will be collected from:

Journals & Magazines

Newspapers
Internet (Official Website of Bharti Airtel, TRAI, online news websites, NASSCOM etc)
Press releases (e.g. TRAIs press release)
Text Books & other publications.