A STUDY ON CUSTOMER PERCEPTION OF AIRTEL
BROADBAND SERVICES AMONG SMALL MEDIUM
ENTERPRISES
INDORE
PROJECT REPORT
Submitted by
MUNAWWAR RAZA KHAN
In partial fulfillment of the requirement
For the Award of the
MASTER’S DEGREE IN
BUSINESS ADMINISTRATION
Under the Guidance
Of
Prof. KIRAN AGARWAL
CH Institute of Management
And Communicat
Indore (m.p.)
1
CERTIFICATE
This
is
“CUSTOMER
to
certify
that
PERCEPTION
the
project
STUDY
study entitled
ON
AIRTEL
BROADBAND SERVICES AMONG SME CUSTOMERS.”, is a
bonafide work done by MUNAWWAR RAZA KHAN and
submitted in partial fulfillment of the award of degree in
Master of business Administration, before DAVV University,
Indore.
Faculty Guide
Prof. Kiran Agarwal
Director Academics
Dr. Mayank Saxena
2
DECLARATION
I, MUNAWWAR RAZA KHAN, DO hereby declare that the
project “Customer perception study on Airtel broadband
services among SME customers” submitted in partial
fulfillment of the award of the Master Of Business
Administration Degree of the DAVV University, Indore, has
been carried out by me under the guidance and supervision of
Prof. Kiran Agarwal, CH Institute of Management and
Communication, Indore, during the academic year 2009-11.
It has also not being submitted by me or any body for the
award of any other degree or diploma of this or any other
institution earlier.
Indore
Munawwar raza khan
Date:
3
ACKNOWLEGEMENT
First and foremost, I thank the Almighty God for sustaining the
enthusiasm with which plunged into this endeavor.
The Project could not have materialized, if it were not for the
Guidance from my seniors, Peers, my honorable Teaching
Staff, Faculty members of CH Institute of Management and
Communication, Indore. Little bit of my own Research work,
mind-work and above all the people at BHARTI AIRTEL LTD.
The inception of this project has been a great learning
experience, and also has put in place all fragmented ideas in
various areas within me to more logical and meaningf ul results.
I also take this opportunity, reminiscent with memoirs of
acquaintances at BHARTI AIRTEL LTD., their overwhelming
support
& many unforgettable gestures, and thank them
profusely. A Special thanks to:
1. Mr.GURMEET OBEROI
-
BUSINESS HEAD
2. Mr.ASHWANI KHANNA
-
CORPORATE HEAD
3. Mr.ANIL KHARBANDA
-
CHANNEL PARTNER
4. Mr.ABHISHEK UPADHYAY
-
CHANNEL MANAGER
Last but not the least; I extend my gratitude towards my parents,
faculties and friends who extended their wholehearted support
towards the successful completion of this Project Work.
MUNAWWAR RAZA KHAN
4
CONTENTS
Title
Chapter 1
1.1 Introduction
1.2 Industry Profile
1.3 Company Profile
1.4 Company History
1.5 Chairmen profile
1.6 Organization structure
1.7 Management profile
Chapter 2
2.1 Research Methodology
2.2 Objectives of the Study
2.3 Need and Scope
2.4 Formulation of Hypothesis
2.5 Limitations of the study
Chapter 3
3.1 Analysis and Interpretation
Chapter 4
4.1 Findings
4.2 Suggestions
4.3 Conclusion
Bibliography
Appendix
5
LIST OF TABLES
Table
no
Title
Page
no
1.
Table showing the necessity of net connection in the organizations
51
2.
Table showing the type of connection used in the organization.
52
3.
Table showing the number of systems used in the organizations
53
4.
Table showing telecom expense for voice
54
5.
Table showing telecom expense for Data transmission
55
6.
Table showing the reason for choosing Airtel broad band
connection
56
7.
Table showing customer rating of speed of data transmission
57
8.
Table showing customer rating of safety of data transmission
58
9.
Table showing customer rating of security of data processing
59
10.
Table showing customer ranking of usage experience
60
11.
Table showing customer rating of after sales service
61
12.
Table showing customer rating of how Airtel helped the customers
to solve their problem
62
Table showing rating of Airtel broadband with other competitors in
the same product category
63
Table showing the overall satisfaction level of Airtel broadband
customers.
64
13.
14.
6
LIST OF CHARTS
Chart
no
1.
Title
Page
no
Chart representing the necessity of net connection in the
organizations
51
2.
Chart representing the type of connection used in the organization.
52
3.
Chart representing the number of systems used in the organizations 53
4.
Chart representing telecom expense for voice
54
5.
Chart representing telecom expense for Data transmission
55
6.
Chart representing the reason for choosing Airtel broad band
connection
56
7.
Chart representing customer rating of speed of data transmission
57
8.
Chart representing customer rating of safety of data transmission
58
9.
Chart representing customer rating of security of data processing
59
10.
Chart representing le showing customer ranking of usage
experience
60
11.
Chart representing customer rating of after sales service
61
12.
Chart representing customer rating of how Airtel helped the
customers to solve their problem
62
Chart representing rating of Airtel broadband with other
competitors in the same product category
63
Chart representing the overall satisfaction level of Airtel
broadband customers.
64
13.
14.
7
SUMMARY
8
Executive Summary
The SIP titled ‘To study the Customer Perceptions study of AIRTEL
broadband Services among the Small and Medium Enterprise
Customers in Indore’. The main objective of the study was to know how
the customers of AIRTEL Broadband perceive its Services in Indore City are
satisfied with the services provided by AIRTEL and also to identify the
factors affecting the preferences of the customers. As a part of my study I
covered most of the areas in Indore including places like Vijay nagar,
M.G.Road, Bhanwar Kuwan, A.B.road, Y.N.Road, Race Course road and
Electronic complex. The sampling technique used for this study was simple
random sampling and the sample size was 100. The tool which I used to
analysis the data was simple average method and the data’s where put in
tabular form as well as in chart form also.
As a result of this survey I was able to conclude that more than 70% of the
customer was satisfied by the service provided by AIRTEL and the factors
like customer service, technical factors affected the preference of consumers
in choosing AIRTEL.
9
Chapter -1
Introduction
10
INTRODUCTION TO THE STUDY
The management thesis which I was done as a part of my studies is “A study
on customer perception of Airtel broadband services among small
medium enterprises, Indore”. The study I conducted provided me an
excellent opportunity to implement all that I have learnt in my class room
sessions in the practical outfield.
The Bharti AIRTEL landline and broadband services has there in the market
of Indore couple of years and made there own identity in the market as a
landline and broadband service provider with a good number of high pulsing
customers. Among those good pulsing customers the SME customers are
also one of them. AIRTEL mainly focus on the customers of SME customers
who pays the average monthly bill amount of above Rs.2500/-. I am doing
my thesis on this particular topic due to the reason that I believe it will help
me know more about the marketing strategy, competitiveness and also about
the customer behavior. My thesis will help the company to know more about
their strength, customers and the area where they have to concentrate more
and also about their competitor’s strategy. This will also help the company
to build a good relationship with the customers.
11
CUSTOMER
A customer is someone who makes use of the paid products of an individual
or organization. This is typically through purchasing or renting goods or
services.
The word historically 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 there 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. The shopkeeper
remembered the sizes and preferences of his or her customers, for example.
The word did not refer to those who purchased things at a fair or bazaar, or
from a street vendor.
Types of customers
Customers can be classified into two main groups: internal and external.
Internal customers work for the organization, possibly in another department
or another branch. External customers are essentially the general public.
12
Internal customers
 People working in different departments of the vendor’s organization.
 People working in different branches of the vendor’s organization.
External customers
 Individuals
 Businesses or business people, including suppliers, bankers and
competitors.
 NGOs, Government bodies, Voluntary organizations.
Needs and Expectations
Customer needs may be defined as the facilities or services a customer
requires to achieve specific goals or objectives. Needs are generally nonegotiable, but may be optional or of varying importance to the customer. In
any transaction, customers seek value-for-money, and will often consider a
range of vendors’ offers before settling on a purchase.
Customer expectations are based n perceived values of facilities or services
as applied to specific needs. Expectations are influenced by cultural values,
advertising, marketing, and other communications, both with the supplier
and with other sources. Expectations are negotiable and modifiable.
13
Both customer needs and expectations may be determined through
interviews, surveys, conversations or other methods of collecting
information. Customers at times do not have a clear understanding of their
needs. Assisting in determining needs is a valuable service to the customer,
the process, expectations may be set or adjusted to correspond to known
product capabilities or service levels.
A Customer can be defined on a businessman’s or Sellers’s point of view
as: A customer is the most important person in any business.
 A customer is not dependent upon business. Business is dependent upon
him.
 A customer is an essential part of the business- not an outsider
 A customer is not just money in the cash register. He is a human being
with feelings and deserves t be treated with respect.
 A customer is a person who comes to sellers with his needs and his
wants. It is seller’s job to fill them.
 A customer deserves the most courteous attention the businessmen can
give him.
 He is the lifeblood of every business. He pays the salary. Without him
business would have to closed the doors. As marketers we must never
forget int.
 Thus customer is treated as the most important fundamental aspect of
marketing other than competitor and values.
14
CUSTOMER SATISFACTION
Customer satisfaction is a business term which is used to capture the idea
of measuring how satisfied an enterprise’s customers are with the
organization’s efforts in a market place.
Every organization has customers of some kind. The organization provides
products (goods and/or services) of some kind to its customers through the
mechanism of a marketplace. The products that organization provides are
subject to competition whether by similar product6s or by substitution
products.
The reason an organization is interested in the satisfaction of its customers is
because customers purchase the organization’s products. Te organization is
interested in retaining its existing customers and increasing the number of its
customers.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person.
The state of satisfaction depends on a number of both psychological and
physical variables.
The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can
compare the organization’s products.
15
Because satisfaction is basically a psychological state, it is a difficult thing
to measure quantitatively. In other words, there are no units of satisfaction
that have been defined.
The usual measures of customer satisfaction involve a survey instrument
with a set of statements. The customer is asked to evaluate each statement
and then select from a scale how the customer agrees or disagrees with
statement.
General model
A general model of the buyer decision process consists of the following
steps:
 Want recognition;
 Search of information on products that could satisfy the needs of the
buyer;
 Alternative selection:
 Decision-making on buying the product;
 Post-purchase behavior.
There exists an interaction between the desired results and customer
satisfaction, customer loyalty and customer retention. They may go by other
names such as patients, clients, buyers, etc. without the customer, it is
impossible for any business to sustain itself. Achieving the desired results is
frequently a result of customer action. Any business without a focus on
customer satisfaction is at the mercy of the market. Without loyal customers
eventually a competitor will satisfy those desires and your customer
retention rate will decrease.
16
There exists an interaction between the desired results and customer
satisfaction, customer loyalty and customer retention. They may go by other
names such as patients, clients, buyers, etc. without the customer it is
impossible for any business to sustain itself.
Achieving the desired results is frequently a result of customer actions. Any
business without a focus on customer satisfaction is at the mercy of the
market. Without loyal customers eventually a competitor will satisfy those
desires and your customer retention rate will decrease.
There are several levels of Customers, they are:-
 Dissatisfied customer – Looking for someone else to provide product
or service
 Satisfied customer – Open to the newt better opportunity
 Loyal customer – Returns despite offers by the competition
One of the ways to help obtain loyal customers is by having products and
services that there is very little chance that the customer requirements will
not be met and make them delightful. Of course one of the difficult is,
understanding the true customer requirements. Even when you have the
requirements in advance the customer can and will change them without
notice or excuse. Having a good recovery process for a dissatisfied customer
is a necessity.
17
Customer satisfaction measurement program
Customer satisfaction research is not an end unto itself. The purpose, of
course, in measuring customer satisfaction is to see where a company stands
in this regard in the eyes of its customers, thereby enabling service and
product improvements which will lead to higher satisfaction levels. The
research is just one component in the quest to improve customer satisfaction.
Customer satisfaction and consumer behavior are very closely related.
Consumer behavior is lightly different from customer satisfaction.
Consumer Behavior is the study of how people buy, what they buy, when
the buy and why they buy. It is a sub category of marketing that blends
elements from psychology, sociology, socio psychology, anthropology and
economics. It attempts to understand the buyer decision making process,
both individually and in groups, it studies characteristics of individual
consumers such as demographics, psychographics, and behavioral variables
in an attempt to understand people’s wants, it also tries to assess influences
on the consumer from groups such as family, friends, reference groups, and
society in general, today the customer satisfaction is also termed as customer
delight; rather than satisfaction present day marketers try to make the
customers delight. Indian business is facing a variety of newer challenges.
The economy requires a different set of marketing responses, a major
business response is to sustain freshness in marketing and, to locate business
response is to sustain freshness in marketing and, to locate better approaches
for delighting customers, the name of the current marketing game is
sharply focus on customer satisfaction and retaining the satisfied customer
for life.
18
The idea of delighting customers may sound simple. However, it demands
extreme concentration and creativity in making it happen, it requires an
organizational approach. Thus, the route to customer delight is most
enduring when the entire organization is structured and geared for it under
the challenge leadership of marketing. The marketers need an array of
marketing skills, concepts and frame works for ensuring customer delight.
Models of consumer behavior:
One of the best known of the explanatory models that have been developed
to explain the interactions involved is that of Howard and Sheth. This
contains a deal of common sense, although, as is often the case with such
models, the rather obscure terminology makes it appear more confusing than
it really is. The ‘inputs’ (stimuli) that the consumer receives from his or her
environments are:1. Significative – the ‘real’ (physical) aspects of the product or
service (which the consumer will make use of)
2. Symbolic – the ideas or images attached by the supplier (for
example by advertising)
The ‘outputs ‘are what happens, the consumer’s actions, as observable
results of the input stimuli.
Between the inputs and outputs are the ‘constructs’, the processes which the
consumer goes through to decide upon his or her actions.
19
Howard and Sheth group these into two areas:1. Perceptual – those concerned with obtaining and handling
information about the product or service,
2. Learning – the processes of learning that lead to the decision
itself.
Such models can help theorists to explain consumer behavior better, but it
can be difficult to put them to practical use.
Brand Image and Brand Identity and Corporate Identity:
Brand image, in the other hand, is the totality of consumer perceptions about
the brand, or how they see it, which may not coincide with brand identity;
companies have to work hard on the consumer experience to make sure that
what customers see and think is what they want then to.
Brand identity is the total proposition that a company makes to consumers –
the promise it makes. It may consist of features and attributes, benefits,
performances, quality, service support, and the values that the brand
possesses. The brand can be viewed as a product, a personality, a set of
values, and a position it occupies in people’s minds. Brand identity is
everything the company wants the brand to be seen as,
Corporate identity is concerned with the visual aspects of a company’s
presence, when companies undertake corporate identity exercises; they are
usually modernizing their visual image in terms of logo, design, and
collaterals.
20
Such efforts do not normally entail a change in brand values so that the heart
of the brand remains the same what it stands for, r its personality.
Unfortunately, many companies do not realize this fallacy, as they are
sometimes led to believe by agencies and consultancy companies that visual
changes will change the brand image. But changes to logos, signage, and
even outlet design do not always change consumer perceptions of quality,
service, and the intangible associations that come to the fore when the brand
name is seen or heard.
In total Tse and Wilton (1988) has given some detail in their definition for
customer satisfaction as:-
“The consumer’s response to the evaluation of the perceived discrepancy
between prior expectations (or some norm of performance) and the actual
performance of the product as perceived after its consumption”.
1.2 Industry Profile
The telecom industry is one of the fastest growing industries in India. India
has nearly 200 million telephone lines making it the third largest network in
the world after China and USA. With a growth rate of 45%, Indian telecom
industry
has
the
highest
growth
21
rate
in
the
world.
History of Indian Telecommunications started in 1851 when the first
operational land lines were laid by the government near Calcutta (seat of
British power). Telephone services were introduced in India in 1881. In
1883 telephone services were merged with the postal system. Indian Radio
Telegraph Company (IRT) was formed in 1923. After independence in 1947,
all the foreign telecommunication companies were nationalized to form the
Posts, Telephone and Telegraph (PTT), a monopoly run by the government's
Ministry of Communications. Telecom sector was considered as a strategic
service and the government considered it best to bring under state's control.
The first wind of reforms in telecommunications sector began to flow in
1980s when the private sector was allowed in telecommunications
equipment manufacturing. In 1985, Department of Telecommunications
(DOT) was established. It was an exclusive provider of domestic and longdistance service that would be its own regulator (separate from the postal
system).
In 1986, two wholly government-owned companies were created: the Videsh
Sanchar
and
Nigam Limited (VSNL) for
International
telecommunications
Mahanagar Telephone Nigam Limited (MTNL)
metropolitan areas.
for
service in
.
In 1990s, telecommunications sector benefited from the general opening up
of the economy. Also, examples of telecom revolution in many other
countries, which resulted in better quality of service and lower tariffs, led
Indian policy makers to initiate a change process finally resulting in opening
up of telecom services sector for the private sector.
22
National Telecom Policy (NTP) 1994 was the first attempt to give a
comprehensive roadmap for the Indian telecommunications sector. In 1997,
Telecom Regulatory Authority of India (TRAI) was created. TRAI was
formed to act as a regulator to facilitate the growth of the telecom sector.
New National Telecom Policy was adopted in 1999 and cellular services
were
also
launched
in
the
same
year.
Telecommunication sector in India can be divided into two segments: Fixed
Service Provider (FSPs), and Cellular Services. Fixed line services consist of
basic services, national or domestic long distance and international long
distance services. The state operators (BSNL and MTNL), account for
almost 90 per cent of revenues from basic services. Private sector services
are presently available in selective urban areas, and collectively account for
less than 5 per cent of subscriptions. However, private services focus on the
business/corporate sector, and offer reliable, high- end services, such as
leased
lines,
ISDN,
closed
user
group
and
videoconferencing.
Cellular services can be further divided into two categories: Global System
for Mobile Communications (GSM) and Code Division Multiple Access
(CDMA). The GSM sector is dominated by Airtel, Vodafone-Hutch, and
Idea Cellular, while the CDMA sector is dominated by Reliance and Tata
Indicom. Opening up of international and domestic long distance telephony
services are the major growth drivers for cellular industry. Cellular operators
get substantial revenue from these services, and compensate them for
reduction in tariffs on airtime, which along with rental was the main source
of revenue. The reduction in tariffs for airtime, national long distance,
international long distance, and handset prices has driven demand.
23
Market Share of Public and Private Players
Both fixed line and mobile segments serve the basic needs of local calls,
long distance calls and the international calls, with the provision of
broadband services in the fixed line segment and GPRS in the mobile arena.
Traditional telephones have been replaced by the codeless and the wireless
instruments. Mobile phone providers have also come up with GPRS-enabled
multimedia messaging, Internet surfing, and mobile-commerce. The muchawaited 3G mobile technology is now entered the Indian telecom market.
The GSM, CDMA, WILL service providers are all upgrading themselves to
provide 3G mobile services.
Along with improvement in telecom services, there is also an improvement
in manufacturing. In the beginning, there were only the Siemens handsets in
India but now a whole series of new handsets, such as Nokia's latest Nseries, Sony Ericsson's W-series, Motorola's PDA phones, Apple iphone,
Blackberry mobile etc. have come up. Touch screen and advanced
technological handsets are gaining popularity. Radio services have also been
incorporated in the mobile handsets, along with other applications like high
storage memory, multimedia applications, multimedia games, MP3 Players,
video generators, Camera's, etc. The value added services provided by the
mobile service operators contribute more than 10% of the total revenue.
24
Public
48%
Private
52%
The telecom sector in the country has already adopted the latest
technological advancements to cater to the demands of the growing market.
Telecom Expo India, Convergence India, VAS India and IPTV India being
organized year to year are all efforts in this direction. Moreover, with
cheaper handsets and lesser tariffs, it is expected that by the year 2010 there
will be over 500 million subscribers in the Indian telecom market.
Also, the telecom industry this year will be focusing more on rural areas to
connect them with the urban areas so that the farmers and the small-scale
industries can have faster access to information related to weather and
market conditions.
25
The Industry can be segmented into:
I. Fixed line (Landline)
II. Wireless (CDMA, GSM, WLL))
III. Internet Services (Dial-up, Broadband etc.)
Segmentation of the target customers
Customers were divided on the basis of their occupation
1. Home users (Residential)
2. Small & Medium Enterprises (SME)
3. Corporate Sector (SMB)
1.3 Company Profile
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.
26
BHARTI AIRTEL LTD started in July 7 1995.Its head quarters is at Delhi.
In 1998 company started their first land line operation. Airtel is the name of
their brand. AIRTEL stands for Affectionate, Interested, Respectful,
Tolerant, Energetic and loving .Their logo is “Think fresh Deliver More”.
Their first company is Bharti Cellular Limited under the brand name of
Airtel. Another one is Bharti Tele Sonic Ltd under the brand name of India
One. Then Bharti Tele Net Ltd under the brand name of Touch Net. Another
one is Bharti broad band Ltd under the brand name of Manthra Online. The
companies Bharti Telenet Ltd and Bharti Broadband Ltd combined together
and form Bharti Broadband and Teleservices Ltd. After sometime the
companies Bharti Telesonic Ltd and Bharti Broadband and Teleservices Ltd
combined together and form Bharti Infotel Ltd. In 13 th September 2004 all
the four companies combined together and form Bharti AIRTEL Ltd.
Bharti Airtel is one of India's leading private sector providers of
telecommunications services with more than 79 million subscribers as of
November 2008.
 Bharti Airtel makes Facebook’s mobile site free for its 130
million plus customers.
 Now use internet to browse, record shows through your
Airtel digital TV recorder.
 Bharti Airtel to Observe Silent period from June 30, 2010.
 Airtel digital TV Adds High Definition Excitement to Soccer
Fever -Offers ESPN on HD platform for customers.
 Airtel App Central - India’s first mobile app store -celebrates
4 months of store opening.
 Bharti, Cisco, and Servion join hands to offer Hosted Contact
Center Services.
27
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) –
1. Mobile Services
2. Airtel Telemedia Services
3. 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 95 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.
Airtel Telemedia Services:
Airtel is offering broadband & Internet services across 94 cities in India. It is
powered by DSL technology which gives you blazing-fast; secure Internet
access as soon as you switch on your computer.
28
It also gives you the power of limitless discovery on Internet
– from
shopping to banking, paying bills to making new friends and not to mention
endless fun & learning for children. The special features of Airtel broadband
services are,
 Why wait to connect - With Airtel Broadband, the internet is
always ON, always available. No more waiting for dial-up to
connect. You are ready to use the internet as soon as you switch on
your computer.
 Power Surfing - With speed of up to 2Mbps, feel the excitement of
doing more on Internet. Shop, download MP3, exchange heavy
files and chat at an enviable speed, all thanks to an extensive
Broadband Services infrastructure. No more disconnections in the
middle of download.
 Surf while you talk - No more missed calls or blocked telephone
lines while using the internet. Airtel Broadband Services
connection does not block existing telephone lines and allows one
family member to use the phone while another member surfs the
net.
 Robust installation - The world class infrastructure & end-to-end
digital network of underground copper cable lines ensure an
extremely robust connection that eliminates the risk of damage.
Superior server technology and a dedicated port provide total
security to data storage and information exchange through the
Internet.
29
 24x7 customer supports – The 24x7 customer support unit helps
you to serve better. It works for round-the-clock, 365 days a year.
The customer feedbacks are carried out with great care.
 Speed on demand – The customer can enjoy a dedicated speed of
up to 2 Mbps without having to change your subscription plan.
What’s more, you only pay for what you use.
 Airtel PC security - Airtel along with F–Secure, one of the best in
PC security, provides you with a service that tries to answer a
Broadband customer’s most frequently asked question “Is my PC
safe?”.
 Payment options – Airtel offers you a number of payment methods
like cash payment, ECS- Easy payment method, Credit card
method, check drop boxes, online payment. You can choose any
one of the method for paying the cash.
Services:
The services offered by Airtel Broadband & Internet are listed below:
1. Video Surveillance Solutions
With this service you can observe your office, warehouse, shop and staff
from your PC from anywhere and at all times, with the Video
Surveillance Solution.
30
2. In Touch
In Touch is a great way to stay connected. It is an easy-to-use personal
communications service that connects you with your friends and family,
using a PC or a TV and a Broadband (high speed) Internet connection.
With In Touch you can do various activities like Video & Audio
messaging, video & Audio Calling, Video Postcard TM service etc.
3. NetXpert
NetXpert is automated broadband care technology. Globally accepted
and successfully used by over 38 million customers worldwide, the
NetXpert provides immediate solutions for Internet connectivity related
problems. The NetXpert helps in the speedy installation and activation of
the Broadband connection on your PC. Thereafter, it helps to identify any
system or network problems that may come up from time to time. With
NetXpert, you can detect and repair most problems, all by yourself, and
experience the joys of uninterrupted Broadband.
4. Online Tests
Airtel Broadband Services offer you online competitive tests for GRE,
GMAT, SAT and MBA, from the comfort of your home.
31
5. Wifi
Wifi is a wireless technology brand by the Wifii Alliance that gives you a
host of fantastic advantages ranging from reliability to security. The
simple installation procedure gives you access to unsurpassed
performance instantly. Common applications for Wifi include Internet
and VoIP phone access, gaming, and network connectivity for consumer
electronics such as televisions, DVD players, and digital cameras. Just
like cell phones, televisions and radios, the wireless network also uses
radio waves.
1.4 Company history
As soon as the telecom industry opened to private sector investment
beginning 1994,a large number of Indian companies entered the segment
with varying force, different strategies, and assorted aspirations; Bharti
Airtel was one of the first comers, which in times to come was going to be
the Numero Uno storywriter of The Great IndianTelecom story. Bharti
launched its first cellular telephony service “Airtel” in Delhi in September
1995, which was Delhi’s first & India’s second after Modi Telestra. Bharti
Airtelsince 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.
32
The company has an eventful history. Each year its existence was marked by
a number of major events that have helped shape the company as we know it
today.
1995-1996
 Launches mobile service brand Airtel in Delhi and Himachal Pradesh.
 British telicom plc( BT ) acquire a stake in the company.
 1995-1998
 Becomes the first private telecom opretars to obtain a license to
provide basic telephone services in Madhya Pradesh.
 Forms Bharti BT vast ltd., focused on providing vast solution across
India and bharti BT internet ltd.
1999-2000
 Acquires jt mobile, cellular services operator in Punjab, Karnataka
and andra pradeh and becomes the largest private sector telecom
operator in India.
2001-2002
 Launches India one, India’s first private sector nation and
international long distance service.
 Become the largest cellular operator in the country by in the east
Kolkata through acquisition and obtaining licenses for 8 circles.
33
2003-2004
 Joins the us$ 1 bn revenue club
 Enter into historic strategic partnership with IBM and Ericsson for
outsourcing the company’s core it and network activities.
2005-2006
 Acquires an all-India footprint with the launch of mobile services in
Assam
 Vodafone, the world largest mobile service provider, acquires 10%
economic interest in the company.
 Becomes India’s largest integrated private operator based on the total
consumer base
2006-2007
 Receive a latter of offer form telecommunication regulatory
commission of Sri Lanka to provide 2g and 3g mobile services in Sri
Lanka.
 Makes a foray into the USA with the launch of airtel callhome service
for non resident Indians based there
2008-2009
 It has become the first service provider to cross 10-carore subscribe
base across India.
 Voted India’s most innovative company - in a survey conducted by
The wall street Journal in 2008
2009-2010
 Offers fastest wire line broadband on VDSL2 technology in India
 Registrations open for the 2nd edition of the Airtel Delhi Half
Marathon; in excess of 28,000 people will run together on November
1, 2009.
34
2010-2011
 Bharti Airtel Limited (“Bharti”), Asia’s leading telecommunications
service provider announced that it has entered into a legally binding
definitive agreement with Zain Group (“Zain”) to acquire Zain Africa
BV based on an enterprise valuation of USD 10.7 billion.
 Bharti Airtel makes Facebook’s mobile site free for its 130 million
plus customers.
1.5 Chairman Profile
Sunil Bharti Mittal is the Founder, Chairman and Group CEO of Bharti
Enterprises, one of India’s leading business groups with interests in telecom,
financial
services,
retail,
realty,
manufacturing
and
agriculture.
Sunil started his career at 18 after graduating from Punjab University in
India in 1976 and founded Bharti. Today, at 52, he heads a successful
enterprise which employs over 30,000 people. Bharti Airtel, the flagship
group company, has a market capitalization of approximately US$ 25
billion.
Sunil has been recognized with the Padma Bhushan, one of India’s highest
civilian awards. He has also received the Lal Bahadur Shastri National
Award
for
Excellence
in
Public Administration,
Academics
and
Management for 2009. He is a past President of the Confederation of Indian
Industry,
the
premier
industry
35
body
in
India
(2007-08).
Sunil has been awarded numerous awards and recognitions including the
Global Economy Prize 2009 by The Kiel Institute, Germany. The US-India
Business Council has also honored him with the ‘Global Vision’ Award
2008. He has received the GSM Association Chairman's Award for 2008.
Sunil was Co-chairman of the World Economic Forum in 2007 at Davos and
is a member of its International Business Council. He is a member of the
Leadership Council of The Climate Group. He is also a member of the
Board of Trustees of the Carnegie Endowment for International Peace. He is
a member of several premier international bodies –International Advisory
Committee to the NYSE Euronext Board of Directors, the International
Business Advisory Council of London and the Advisory Board of the Global
Economic Symposium. Sunil is also on the Telecom Board of the
International Telecommunication Union, the leading UN Agency for
Information and Communication.Technology. He is also a member of the
Indo-US CEOs Forum. He serves as a member of the Executive Board of the
Indian School of Business. He is also a member of the Academy of
Distinguished Entrepreneurs, Babson College, Wellesley, Massachusetts.
Sunil believes a responsible corporate has a duty to give back to the
community in which it operates. This belief has resulted in Bharti
Foundation, which is committed to providing education to under-privileged
children in rural India. Sunil has been conferred with the degree of Doctor of
Laws (Honoris Causa) by the University of Leeds, UK and the degree of
Doctor of Science (Honoris Causa) by the Govind Ballabh Pant University
of Agriculture & Technology. He is an alumnus of Harvard Business School,
USA. He is an Honorary Fellow of The Institution of Electronics and
Telecommunication Engineers.
36
 Sunil Bharti Mittal has been awarded the Padma Bhushan, one of
India’s highest Civilian Honors. The award is recognition of his
pioneering efforts to put the nation on the global telecom map.
 ASIA MONEY AWARD: - SUNIL BHARTI MITTAL was chosen
as the top executive at the 2006 Asia money award.
 Avaya Best Customer Service Award: - BHARTI AIRTEL has won
the ‘Avaya global connect customer responsiveness award, 2006’ for
best customer service in the telecom sector for the second year
running.
 FORTUNE ASIA BUSINESSMAN OF THE YEAR: - SUNIL
BHARTI MITTAL was adjudged as the Asia Businessman of the
year 2006 by the globally renewed business magazine, fortune.
Vision & promise
By 2010 Airtel will be the most admired brand in India:
 Loved by more customers
 Targeted by top talent
 Benchmarked by more businesses
“We at Airtel always think in fresh and innovative ways about the needs of
our customers and how we want them to feel. We deliver what we promise
and go out of our way to delight the customer with a little bit more”.
37
1.6 Organization Structure
38
1.7 Management Profiles
 Sunil Bharti Mittal:- Founder, Chairman and Group CEO of Bharti
Enterprises.
 Manoj Kohli: - CEO (International) & Joint MD – Bharti Airtel Ltd.
 Sanjay Kapoor:- Bharti Airtel Ltd. (India & South Asia).
 Atul Bindal:- President – Mobile Services.
 K Srinivas: - President of telemedia services.
 Jyoti Pawar: - Director Legal and Regulatory of Bharti Airtel.
 Shamini Ramalingam:- Director - Internal Assurance of Bharti
Airtel Limited.
 Joachim Horn: - Executive Director Network Services Group.
 S.Asokan:- Executive Director - Supply Chain.
 Krishnamurthy Shanka: - Director – Human Resources.
 Srikanth Balachande:- Chief Financial Officer
 Amrita Gangotra:-Director – IT (India & South Asia)
Business Sections
Bharti Airtel offers GSM mobile services in all the 23-telecom circles of
India and is the largest mobile service provider in the country, based on the
number of customers.
39
The group offers high speed broadband internet with a best in class network.
With Landline services in 94 cities we help you stay in touch with your
friends & family and the world.
Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider
of telecommunications services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBU’s) – mobile
services, broadband & telephone services (B&T) & enterprise services. The
mobile services group provides GSM mobile services across India in 23
telecom circles, while the B&T business group provides broadband &
telephone services in 94 cities. The Enterprise services
group has two
sub-units - carriers (long distance services) and services to corporate. All
these services are provided under the Airtel brand.
Business Divisions
Mobile Services – Bharti Airtel offers GSM mobile services in all the 23telecom circles of India and was the first private telecom service provider to
Connect all states of India.
Broadband & Telephone Services – Our Broadband (DSL) & telephone
Services (fixed line) are present in the 92 cities across India.
Enterprise Services (Carriers) – With 35,016 kilometers of optic fiber
network we are a leading national long distance service provider. For
international connectivity to east, we have a submarine cable landing station
at Chennai.
Products of Bharti Airtel Broadband and Telephony Services.
 DEL – Direct Exchange Line – Land line Phone (Voice)
 DSL – Digital Subscriber Line – for data
 Telephone Instrument
 Touchnet Dial-up-service
40
Business focus of Bharti Airtel Broadband and Telephony Services.
 Operational excellence
 Reducing churns
 Tightening cost
 Utilizing capacity
Quality Policy of Bharti Airtel broadband and Telephony Services.
 Reduction of error level.
 Reduction of operating cost.
 Reduction of cycle time.
Organizational Culture of Bharti.
 Cut hierarchy to where knowledge resides.
 Act transparently and couragebly.
41
Process focus of Bharti Airtel broadband and Telephony Services.
 Process standisation and customization
 Best practice replication
 Speed of urgency
Strategy of Bharti Airtel Broadband and Telephony Services.
 Centralized reporting system
Customers of Bharti Airtel Broadband and Telephony Services.




Residents
Small and middle enterprises
PCO’s(public call office)
Corporate’s
Competitors of Bharti in Broadband and Telephony Services.
 Bsnl
 Relience
 Tata indicom
42
Chapter -2
43
2.1 RESEARCH METHEDOLOGY
The success of the analysis mostly depends on the methodology on which it
is carried out. The appropriate methodology will improve the validity of the
findings.
 Area of the study:
The study was mainly concentrated on Indore region.
 Research Design:
Descriptive Research: Descriptive research includes survey and fact-findings
enquire of different kinds. The major purpose of descriptive research is
description of the state affairs, as it exists at present.
 Data Collection:
The study is based on the data collected through primary and secondary
sources.
 Primary Data:
An interview schedule was designed to collect primary data from various
broadband users.
44
 Secondary Data:
Secondary data was collected from journals, magazines, web sites and from
other relevant publications.
 Sampling Design:
The sampling design mainly consists of the sample taken for the study along
with the sample size, sample frame and sampling method.
 Sample Universe:
All customers using broadband connection was taken as the sample universe.
 Sample Size:
From the universe, sample sizes of 100 customers were selected for the
purpose of the study.
 Sample Frame:
The customers were selected on a random basis from which the respondents
were selected based on convenience.
45
 Sampling Method:
Convenience sampling was used, based on the willingness and availability of
the respondents. The study was conducted on consumers with different type
of business.
 Research period:
The time for the project was limited to 45 days only (from 1-30 July). From
this, 30 days was spent for the collection of data.
2.2 OBJECTIVES OF THE STUDY
The summer placement study helps the student to check whether the theory
and practice actually matches. Organizational exposure helps the student to
know how effectively they performed in the market.
The primary objectives of the study was,
 To Analyzing the satisfaction level of customers towards Airtel
Broadband service.
46
The secondary objectives of the study was,
a) To study how the customer choose their respective landline and
broadband services.
b) To find the awareness among the customers about Airtel
Broadband and its new products.
c) To find out the problems faced by the broadband users
d) To analyze the position of Airtel Broadband against its
competitors.
e) To analyze the loyalty status of the consumers.
f) To identify the customer preferences.
g) To find out the strength and weakness of product and its
competitors
h) To make suggestion, if any to improve existing condition.
i) To know if there are relationships between customer satisfaction
and customer loyalty.
47
2.3 NEED AND SCOPE OF THE STUDY
Today, for any organization or firm to survive in this competitive world
depends on its ability to be dynamic and be different from the competition 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.
Thus this study is aimed to provide the management with some knowledge
about its status in market both in terms of sales and customer awareness. The
research also aims to provide some ideas to improve the company’s present
condition.
48
2.4 FORMULATION OF HYPOTHESIS
a) The more satisfied the customers are with the speed of data
transmission, the higher is the customer satisfaction.
b) The more satisfied the customers are with after sales service, the
higher is the overall satisfaction.
c) The process of getting the problem solved will increases the customer
loyalty and satisfaction
d) The higher is the overall satisfaction, the higher is the intention of
additional purchase. (up gradation or new purchase )
e) The higher is the overall satisfaction, the higher is the intention of
recommendation.
2.5 LIMITATIONS OF THE STUDY
a) The behavior of the customer while approaching them to fill the
questionnaire was unpredictable.
b) The shortage of time was another constrain for the study.
c) There may be error due to bias of respondents.
d) Lack of customer’s cooperation was a major constraint.
e) Majority of the customer were too aggressive in nature.
f) The sample was restricted to 300 customers, which may restrict the
scope and completion of study.
49
Analysis and Interpretation
50
Table showing necessity of net connection in the organization
Table 1
Opinion
No. of respondents
Percentage
Very much needed
57
57
Some what needed
39
39
Not so needed
4
4
Total
100
100
Chart 1
60
57
50
39
40
30
East
20
10
4
0
Much
Needed
Some
what
Not so
The Interpretation is that 57 % of the organizations are primarily depending
on Internet usage. And 39 % of the organizations are using it as supporting
activity for doing their business. Only 4 % of the organizations are thinking
that internet is not necessary for doing there business.
51
Table showing the type of connection used in the organizations
Table 2
Connection type
No. of respondents
Percentage
Broadband
100
100
Dial-up
0
0
GPRS
0
0
others
0
0
Total
100
100
Chart 2
100
90
80
70
60
50
40
30
20
10
0
100
East
0
Broadband
Dial-up
0
0
GPRS
others
The Interpretation is that all of the sample units were using Broadband
connection and none of them were using other type of connection for
organizational usage.
52
Table showing number of systems used in organizations
Table 3
Number of systems
No. of respondents
Percentage
Lesser than 10
76
100
10 – 20
16
16
21 – 30
4
4
Greater than 30
4
4
Total
100
100
Chart 3
4%
4%
16%
lesser than 10
10-20
21-30
Greater than 30
76%
The interpretation is that 76 percentage of the organization is having
less than 10 systems. Sixteen percentages of organizations are having
between ten to 20 computers. Only 4 organizations are having between 2130 and greater than 30 systems.
53
Table showing telecom expense for voice
Table 4
Amount
No. of respondents
Percentage
Below 2500
45
45
2500-5000
37
37
5001-1000
13
13
Above 10000
5
5
Total
100
100
Chart 4
13%
5%
45%
Below 2500
2500-5000
5001-1000
Above 10000
37%
The interpretation is that around 45 % of the customers in the sample have
voice billing below 2500 Rs. 37 % of the customers have billing between
2500 and 5000. And 13 % of the customers have billing in between 5001
and 1000. Only 5 customers have billing above 10000.
54
Table showing telecom expense for Data transmission
Table 5
Amount
No. of respondents
Percentage
Below 2500
20
20
2500-5000
38
38
5001-1000
37
37
Above 10000
5
5
Total
100
100
Chart 5
Above 10000
5%
Below 2500
20%
Below 2500
2500-5000
5001-1000
Above 10000
5001-1000
37%
2500-5000
38%
The interpretation is that 20 % of the customers have Data (internet) billing
below 2500/- . 38 % of the customers have billing in between 2500 and
5000. 37 % of the customers have billing of between 5001 and 1000. The
remaining 5 % of the customers have data billing above 10000/- Rs.
55
Table showing reason for choosing Airtel broadband connection
Table 6
Characteristics
No. of respondents
Percentage
13
13
Service quality
37
37
Speed & security of
30
30
20
20
100
100
Offers
Data
Brand Name
Total
Chart 6
Brand Name
20%
Offers
13%
Offers
Service quality
Speed & Security
Brand Name
Service quality
37%
Speed &
Security
30%
The interpretation is that only 13% of the customers preferred Airtel
broadband because of offers. The highest 37 % of the customers preferred
Airtel because of the quality of service offered by Airtel. The second most
30% of the customers have preferred because of the Speed of internet
service. It also shows the brand name also has some implication before
choosing Airtel Broadband services. 20% of the customer has chosen Airtel
because of the brand name ‘Airtel’.
56
Table showing customer rating of speed of Data transmission
Table 7
Ranking
No. of respondents
Percentage
Poor
6
6
Fair
21
21
Good
55
55
Very good
16
16
Excellent
2
2
Total
100
100
Chart 7
Very good
16%
Excellent Poor
2%
6%
fair
21%
Poor
fair
Good
Very good
Excellent
Good
55%
The interpretation is that around 55% of the customers rated the speed of
data transmission is very good in Airtel broadband. Only 6% of the
customers are worried about the speed. 2% of the customers rated it as
Excellent.
57
Table showing customer rating of Safety of Data transmission
Table 8
Ranking
No. of respondents
Percentage
Poor
6
6
Fair
20
20
Good
47
47
Very good
22
22
Excellent
5
5
Total
100
100
Chart 8
Very good
22%
Excellent
5%
Poor
6%
fair
20%
Poor
fair
Good
Very good
Excellent
Good
47%
The interpretation is that 47% of the customers rate safety of data as good.
22 % of customers ranked it as very good. Only 6 % of the customer feels it
as bad. The customer who ranked it excellent contributes 5 % of the sample
size.
58
Table showing customer rating of security of Data during processing
Table 9
Ranking
No. of respondents
Percentage
Poor
3
3
Fair
25
25
Good
45
45
Very good
19
19
Excellent
8
8
Total
100
100
Chart 9
Very good
19%
Excellent
8%
Poor
3%
fair
25%
Poor
fair
Good
Very good
Excellent
Good
45%
The interpretation is that 45 % of the customer has ranked network security
in Airtel broadband connection as good. Some 19 % has ranked it as very
good. Only 3% has ranked it as poor. 25% of the customers has ranked it as
fair.
59
Table showing customer ranking of usage experience
Table 10
Ranking
No. of respondents
Percentage
Poor
10
10
Fair
15
15
Good
38
38
Very good
25
25
Excellent
12
12
Total
100
100
Chart 10
Excellent
12%
Poor
10%
Very good
25%
fair
15%
Poor
fair
Good
Very good
Excellent
Good
38%
The interpretation is that around 38% of the customers has ranked the usage
experience was good. 25% of the customers ranked it as very good. 12% of
the customers ranked it as excellent. Also 10 % of the customer rated it as
poor.
60
Table showing customer rating of after sales service
Table 11
Ranking
No. of respondents
Percentage
Poor
13
13
Fair
14
14
Good
35
35
Very good
26
26
Excellent
12
12
Total
100
100
Chart 11
Excellent
12%
Poor
13%
fair
14%
Very good
26%
Poor
fair
Good
Very good
Excellent
Good
35%
The interpretation is that, 12% of the customer has rated the after sales
service as excellent. Some 26 % rated it as very good and 35% as good. But
the concern is that 13 % of the customer also feel that the after sales service
is poor.
61
Table showing customer rating of How Airtel helped them solve
their problem
Table 12
Ranking
No. of respondents
Percentage
Poor
7
7
Fair
27
27
Good
53
53
Excellent
13
13
Total
100
100
Chart 12
Excellent
13%
Poor
7%
fair
27%
Poor
fair
Good
Excellent
Good
53%
The interpretation is that 13 % of the customer feels that the connection with
Airtel broadband helped them to solve their network related problem which
exists in earlier. Most of around 53 % felt that, it was good. 27% of the
customer felt it was fair. Only 7% of the customer felt it as poor solving
their network problem.
62
Table showing Rating of Airtel broadband with other competitors in the
same category
Table 13
Ranking
No. of respondents
Percentage
Much better
45
45
Some what
35
35
Same
10
10
Worse
10
10
Total
100
100
Table 13
Same
10%
Worse
10%
Much better
45%
Much better
some what
Same
Worse
some what
35%
The interpretation is that around 45 % of the customers feel that Airtel
broadband is much better than other products in this category. 35% customer
feels that Airtel broadband is somewhat better than competitor products.
Around 10% of the customer feels that it has the same service as that of
competitors. And 10% of customer feels that it is worse than its competitors.
63
Overall satisfaction level of Airtel broadband customers
Table 14
Ranking
No. of respondents
Percentage
7
7
Dissatisfied
11
11
Average
19
19
Satisfied
44
44
Highly satisfied
19
19
Total
100
100
Highly dissatisfied
Chart 14
Highly Satisfied
19%
Highly
dissatisfied
7%
Dissatisfied
11%
Highly dissatisfied
Dissatisfied
Average
Satisfied
Highly Satisfied
Average
19%
Satisfied
44%
The interpretation is that 19% of the SME customer is highly satisfied with
the overall service provided by Airtel broadband. 44% of the customer is
satisfied with the overall service offered by the service. Around 7% of the
customer are highly dissatisfied bye the service.
64
Findings
1. Quality of the service provided plays an important role in
keeping the existing customers and to bring new customers.
2. In most of the organization, Internet plays an important role in
the day to day activities.
3. Most of the organizations prefer broadband connection over
other type of connection because of speed and other
compatibility of service.
4. A number of the organization preferred Airtel because of the
quality of service provided and also for the speed of data
transmission.
5. Many customers have rated the speed of data transmission is
very good. Some customers had complaints regarding the
speed. This is mostly due to number of systems connected by
single broadband connection.
6. The safety and security of Airtel network is rated very well by
most of its customers. Safety of data is very important in any
type of organization. Airtel with its own PC security suite helps
organizations protect its data from theft and prevents it from
harmful attacks.
7. After sales service plays essential part of customer satisfaction.
More than 10% customers have complaints regarding the after
sales service of Airtel broadband. But a number of customers
have reported it excellent and very good.
8. Customers feel Airtel broadband was much better than other
competitive products of the same category. This shows the
place Airtel has achieved in the minds of the customer in Indore
region.
9. The overall satisfaction level is very high among customers.
65
Suggestions
On completion of the project work “Customer perception towards Airtel
broadband service among Small and medium scale industries (SME)
customers of Indore, I would like to give my suggestions which the company
can make use of:-
1. The customer rate quality of the service as the most relevant one and
hence Airtel Broadband services should maintain the quality in
services and should make improvements in this feature.
2. Some customers are planned to discontinue because of high billing
and after sales service is not good. Though it is a small percentage the
company should focus on these to keep the brand image in the minds
of people.
3. If any complaint is observed from the customers, it should be dealt
quickly. This will reduce the chance for dissatisfaction.
4. Many dissatisfied customers asked for more information about other
plans or change of plans. So the dissatisfaction may be due to
providing wrong plans by the sales persons. So the company can make
use of this opportunity to retain its customers by providing the right
plans.
5. SME segment is a high potential market (especially in Indore) and the
company should take care of more promotional activities in which
advertisement plays and effective role and hence to have a
competitive edge over other brands.
6. Lack of awareness about the plans is high among customers. So the
company must provide an awareness program about the specialized
plans for them.
7. The detailed billing is provided as a value added service in Airtel
broadband. It is free of cost in its competitors like BSNL. So the
company could provide the service as free of cost. It will help
customers clear their doubts about billing and hence to improve their
satisfaction level.
66
CONCLUSION
The project titled “A study on customer perception of Airtel broadband
services among small medium enterprises, Indore” was carried out
among the customers/consumers in Indore Region. The overall objective of
the study was to fine out how the customer perceives Airtel broadband
services and to find out their satisfaction towards the service against its
competitors. The study revealed the picture of customer’s perception and
satisfaction which help Airtel broadband to encourage more people to be the
customers/consumers of Airtel Broadband.
67
BIBLIOGRAPHY
 Philip Kotler and Gery Armstrong ,Principles of Marketing
Management
 Ramaswamy V.S, Namakumari S; Marketing management
 D.D. Sharma, Marketing Research
 Green & Tull, Marketing Research
 Kothari C.R, Research Methodology- Methods and Techniques;
 Second Edition; 2004
 Websites:
 WWW. BHARTIAIRTEL.IN
 WWW. AIRTEL.IN
 WWW. GOOGLE.COM
68
APPENDIX
QUESTIONNAIRE
 Name of the organization : _____________________
 Authorized Persons name and Contact No :
_____________________
 Type of the Business : ______________________
 How Long in this Field :______________________
1. Do you think Net-Connection is necessary for your organization?
Very much needed
[ ]
Some what needed [ ]
Not so needed
[ ]
2. Which Net-Connection is used in your Organization?
Broadband
[ ]
Dial-up
[ ]
GPRS
[ ]
Others (Wireless...)
[ ]
3. How many Systems are connected in the firm?
a) Less than 10
[ ]
b) 10 – 20
[ ]
c) 21 – 30
[ ]
d) Greater than 30
[ ]
69
4. Total Telecom Expense including voice & Data
a) voice
Below 2500 [ ] Above 2500
[ ]
5000-10000
b) Data
Below 2500 [ ]
5000-10000
[ ]
Above 10000 [ ]
Above 2500
[ ]
[ ]
Above 10000 [ ]
5. Why do you prefer Airtel Connection in your organization?
Offers
[ ]
Quality of Service [ ]
Speed & Safety
[ ]
Brand Name
[ ]
7. Rate the following
Particulars Poor
Speed
Fair
Good
Safety
Security
Usage
Experience
After
Purchase
Service
(warranty,
repair,
customer
service)
70
Very Good
Excellent
8. The process of getting your problem resolved was:
Very poor [ ] poor [ ]
Fair [ ] very good [ ]
Excellent [ ]
9. Compared to other product in this category, would you say that our
product is.
Much better
[ ]
somewhat better [ ]
same [ ]
worse [ ]
10. Overall, I rate Airtel Broadband.
Very poor [ ] Fair [ ]
good [ ] very good [ ] Excellent [ ]
11. Do you have any suggestion in your Airtel Connections?
..............................................................................................
.............................................................................................
............................................................................................
71