Airtel detailed knowledge

8/20/2019 Airtel detailed knowledge

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A

STUDY

ON

CUSTOMER PERCEPTION TOWARDS

Submitted in the partial fulfillment in Bahel!r !f Bu"ine"" Admini"trati!n

Submitted T!# Submitted B$#

M"% Ra"na Patha&

Pr!'et (uide R!ll n!% )*+,-*+..//

BBA 0th SEM

(NA In"titute !f Mana1ement 2 Tehn!l!1$

3Affiliated fr!m PTU4

http://g/imgres%3Fimgurl=http:/www.airtelworld.com/images/airtellogo_big.gif&imgrefurl=http:/www.airtelworld.com/airworld_brand.jsp&h=186&w=410&sz=6&tbnid=m8myxmPjFewJ:&tbnh=54&tbnw=121&hl=en&start=15&prev=/images%3Fq=logo+of+airtel&svnum=10&hl=en&lr=



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ACKNOWLEDGEMENT

I 5!uld li&e t! ta&e an !pp!rtunit$ t! than& all the pe!ple in !lletin1 thenee""ar$ inf!rmati!n and ma&in1 !f the rep!rt% I am 1rateful t! all !f them f!r

their time and 5i"d!m%

M$ pr!'et be!me" a realit$ !nl$ beau"e !f !!perati!n !f man$ pe!ple 5h! had

helped me in !mpletin1 thi" pr!'et% I "inerel$ e6tend m$ 1ratitude t! M" Ra"na

Patha& 5h! ha" 1i7en me thi" 1!lden !pp!rtunit$ t! ha7e an in"i1ht in the

!rp!rate 5!rld and 5h! ha" been a "!ure !f 1uidane and "upp!rt%

Sameer Tha&ur



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TABLE OF CONTENTS

Title Pa1e .

B!nafide Certifiate -

Delarati!n ,

A&n!5led1ement *

Chapter 1 Industry and copany pro!"#e

.%. Indu"tr$ pr!file +

.%- C!mpan$ pr!file 0

8AIRTE9 l!1! /

8Bharati:" 7i"i!n ;

8Bharati:" Mi""i!n ).%-%. Net5!r& !f AIRTE9 )

.%-%- AIRTE9 br!adband ..

.%-%, Or1ani<ati!nal "truture .*

.%-%* Pr!m!ti!nal "trate1ie" .0

.%-%+ AirTel# Appr!priatin1 the 7alue !f =e6pre""i!n= ./

.%-%0 Mile"t!ne !f C!mpan$ -.

.%-%/ A5ard" -*

Chapter $ %e&"e' o! L"terature

-%. Re7ie5 !f 9iterature -)

-%.3a4 5hat i" u"t!mer "ati"fati!n -)

-%.3b4 5h$ i" it imp!rtant ,>

-%- Ob'eti7e" ,.

-%, 9imitati!n" ,,

Chapter() %esearch Methodo#o*y

,%. Re"earh Meth!d!l!1$ ,*

,%. Re"earh De"i1n ,*

,%- Samplin1 De"i1n?Tehni@ue" ,+



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,%, Data !lleti!n meth!d" ,+

,%* Stati"tial t!!l" u"ed ,/

Chapter + Ana#ys"s and Interpretat"on

*%. Anal$"i" and Interpretati!n ,)

*%.%. Table and hart "h!5in1 the !pini!n !n "i1nalin1 at their area ,)

*%.%- Table and hart "h!5in1 the !pini!n !n u"t!mer are "er7ie" *>

*%.%, Table and hart "h!5in1 the !pini!n !n u"t!mer are

empl!$ee:" re"p!n"e t! u"t!mer:" @ue"ti!n"

*.

*%.%* Table and hart "h!5in1 5hether u"t!mer" u"e INTERNET

"er7ie"

*,

*%.%+ Table and hart "h!5in1 !pini!n !n INTERNET "er7ie" *+

*%.%0 Table and hart "h!5in1 number !f time" u"t!mer" l!1 int!

internet per da$

*+

*%.%/ Table and hart "h!5in1 ratin1 f!r internet "peed *+

*%.%; Table and hart "h!5in1 Ma6imum rehar1e per m!nth *0

*%.%) Table and hart "h!5in1 5hether !ffer" are u"ed b$ u"t!mer" */

*%.%.> Table and hart "h!5in1 !ffer" u"ed b$ u"t!mer" *;

*%.%.. Table and hart "h!5in1 !pini!n !n !ffer" u"ed b$ u"t!mer" *)

*%.%.- Table and hart "h!5in1 up t! date 5ith urrent !ffer" +>

*%.%., Table and hart "h!5in1 5hether the$ u"ed !ther net5!r&

C!nneti!n !ther than AIRTE9

+>

*%.%.* Table and hart "h!5in1 !pini!n !n AIRTE9 !mpared t! !ther

!nneti!n

+>



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Chapter(, F"nd"n*s- Su**est"ons . Conc#us"on

+%. indin1" +.

+%- Su11e"ti!n" +.

+%, C!nlu"i!n +.

Anne/ure +-

8ue"ti!nnaire +-

B"0#"o*raphy +,

CA2TE%(1

IND3ST%4 . COM2AN4

2%OFILE



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151 IND3ST%4 2%OFILE6

Indian m!bile teleph!n$ mar&et i" inrea"in1 da$ b$ da$ and there i" m!re T! happen 5ith

tehn!l!1ial up 1radati!n" !urrin1 nearl$ e7er$ da$ and the e7er8inrea"in1 demand f!r

ea"ier and fa"ter !nneti7it$ the m!bile teleph!n$ mar&et i" e6peted t! rae ahead

India ha" a fa"t81r!5in1 m!bile "er7ie" mar&et 5ith e6ellent p!tential f!r the future%

With alm!"t fi7e milli!n "ub"riber" ama""ed in le"" than t5! $ear" !f !perati!n India=" 1r!5th

temp! ha" far e6eeded that !f numer!u" !ther mar&et" "uh a" China and Thailand 5hih ha7e

ta&en m!re than fi7e $ear" t! reah the fi1ure" India urrentl$ h!ld"% The number !f m!bile

ph!ne "ub"riber" in the !untr$ 5!uld e6eed +> milli!n b$ ->>+ and r!"" ,>>milli!n b$

->.> a!rdin1 t! Cellular Operat!r" A""!iati!n !f India 3COAI4% A!rdin1 t! reent "trate1i



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re"earh b$ r!"t 2 Sulli7an Indian Cellular Ser7ie" Mar&et "uh 1r!5th rate" an be 1reatl$

attributed t! the dra"tiall$ fallin1 prie !f m!bile hand"et" 5ith prie pla$in1 a fundamental

r!le in Indian "ub"riber re@uirement"% Sub"riber" in ertain re1i!n" an a@uire the hand"et at

alm!"t n! !"t than&" t! the ma""8mar&et "ta1e the"e tehn!l!1ie" ha7e reahed internati!nall$%

The Indian !n"umer an bu$ a hand"et f!r .+> !r le""% Thi" "h!uld lead t! inrea"ed

"ub"riber"hip% Thi" mar&et i" 1r!5in1 at an e6tremel$ fa"t pae and "! i" the !mpetiti!n

bet5een the m!bile "er7ie pr!7ider"%

With the pre"ene !f a number !f m!bile teleph!n$ "er7ie" pr!7ider" inludin1 mar&et leader"

li&e Airtel Reliane Idea Cellular Tata Indi!m Spie C!mmuniati!n" et 5h! are pr!7idin1

either !f the t5! net5!r& tehn!l!1ie" "uh a" (l!bal S$"tem f!r M!bile C!mmuniati!n"

3(SM4 and C!de Di7i"i!n Multiple Ae"" 3CDMA4% In ellular "er7ie there are t5! main

!mpetin1 net5!r& tehn!l!1ie"# (l!bal S$"tem f!r M!bile C!mmuniati!n" 3(SM4 and C!de

Di7i"i!n Multiple Ae"" 3CDMA4% Under"tandin1 the differene bet5een (SM and CDMA 5ill

all!5 the u"er t! h!!"e the preferable net5!r& tehn!l!1$ f!r hi" need"% (l!bal S$"tem f!r

M!bile C!mmuniati!n" 3(SM4 i" a ne5 di1ital tehn!l!1$ de7el!ped b$ the Eur!pean

!mmunit$ t! reate a !mm!n

m!bile "tandard ar!und the 5!rld% It help" $!u ahie7e hi1her "all apait$ and better "peeh

@ualit$ and !ne an en'!$ r$"tal lear reepti!n !n !ne" m!bile ph!ne% It aut!matiall$ "!l7e"

the pr!blem !f ea7e"dr!pin1 !n !ne" all"%

C!de Di7i"i!n Multiple Ae"" 3CDMA4 de"ribe" a !mmuniati!n hannel ae"" priniple

that empl!$" "pread "petrum tehn!l!1$ and a "peial !din1 "heme 35here eah tran"mitter i"

a""i1ned a !de4% It i" a "pread "petrum "i1nalin1 "ine the m!dulated !ded "i1nal ha" a muh

hi1her band5idth than the data bein1 !mmuniated% CDMA i" the urrent name f!r m!bile

tehn!l!1$ and i" harateri<ed b$ hi1h apait$ and "mall ell radiu"% It ha" been u"ed in man$

!mmuniati!n and na7i1ati!n "$"tem" inludin1 the (l!bal P!"iti!nin1 S$"tem and the

!mnitra" "atellite "$"tem f!r tran"p!rtati!n l!1i"ti"%The C!mpan$:" 5irele"" net5!r& run" !n a (SM tehn!l!1$. The m!bile teleph!n$ "er7ie"

pr!7ider" Airtel F!daf!ne 3!rmerl$ Guth4 ha7e been !mpetin1 a11re""i7el$ f!r their mar&et

"hare 5ith MTN9 Tata Indi!m Reliane and Idea Cellular enterin1 int! the f!ra$ thi" tu""le

ha" !nl$ be!me m!re t!u1h% With ma'!r mar&et "hare in the hand" !f the li&e" !f Reliane



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Airtel F!daf!ne 3!rmerl$ Guth4 Idea Cellular the !ther" ha7e been findin1 it diffiult t!

!mpete in the mar&et%

The Tele!m Re1ulat!r$ Auth!rit$ Of India 3TRAI4 ha" been pla$in1 an imp!rtant r!le in

&eepin1 a 5ath !n the"e e6i"tin1 pla$er" and brin1in1 ne5 en7ir!nment a" 5ell a" p!liie" and

ref!rm" f!r the"e M!bile Teleph!n$ Ser7ie Pr!7ider" and permittin1 them t! pr!7ide m!bile

teleph!n$ "er7ie" inludin1 permi""i!n t! arr$ it" !5n l!n1 di"tane traffi 5ithin their "er7ie

area 5ith!ut "ee&in1 an additi!nal lien"e% TRAI:" mi""i!n i" t! reate and nurture !nditi!n" f!r

the 1r!5th !f tele!mmuniati!n" inludin1 br!ada"tin1 and able "er7ie" in the !untr$ in a

manner and at a pae 5hih 5ill enable India t! pla$ a leadin1 r!le in the emer1in1 1l!bal

inf!rmati!n "!iet$% The "er7ie pr!7ider" are free t! pr!7ide in it" "er7ie area !f !perati!n all

t$pe" !f m!bile "er7ie" inludin1 7!ie and n!n87!ie me""a1e" data "er7ie" and PCO:"% The

Operat!r" 5!uld be re@uired t! pa$ a !ne8time entr$ fee% The ba"i" f!r determinin1 the entr$ fee

and the ba"i" f!r "eleti!n !f additi!nal !perat!r" 5!uld be re!mmended b$ the TRAI% Apart

fr!m the !ne time entr$ fee !perat!r" 5!uld al"! be re@uired t! pa$ lien"e fee ba"ed !n a

re7enue "hare% It i" pr!p!"ed that the appr!priate le7el !f entr$ fee and perenta1e !f re7enue

"hare arran1ement f!r different "er7ie area" 5!uld be re!mmended b$ TRAI in a time8b!und

manner%

15$ Copany 2ro!"#e

Tele!m 1iant Bharti Airtel i" the fla1"hip !mpan$ !f Bharti Enterpri"e"% The bu"ine""e" at

Bharti Airtel ha7e been "trutured int! three indi7idual "trate1i bu"ine"" unit" 3SBU:"4

.4 m!bile "er7ie"

-4 br!adband and teleph!ne "er7ie" 3B2T4

,4 enterpri"e "er7ie"

The M!bile "er7ie" 1r!up pr!7ide" (SM m!bile "er7ie" ar!"" India in -, tele!m irle"

5hile B2T bu"ine"" 1r!up pr!7ide" br!adband 2 teleph!ne Ser7ie" in )* itie"% The Enterpri"e

Ser7ie" 1r!up ha" t5! "ub8unit" Harrier" 3l!n1 di"tane "er7ie"4 and "er7ie" t!p !rp!rate"%

All the"e "er7ie" are pr!7ided under the A"rTe# brand Airtel !me" t! $!u fr!m Bharti Tele8

Fenture" 9imited 8 a part !f the bi11e"t pri7ate inte1rated tele!m !n1l!merate Bharti



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Enterpri"e"% A !n"!rtium !f 1iant" in the tele!mmuniati!n bu"ine""% In it=" "i6 $ear" !f pur"uit

!f 1reater u"t!mer "ati"fati!n AirTel ha" redefined the bu"ine"" thr!u1h mar&etin1

inn!7ati!n" !ntinu!u" tehn!l!1ial up 1radati!n !f the net5!r& intr!duti!n !f ne5

1enerati!n 7alue added "er7ie" and the hi1he"t "tandard !f u"t!mer are%

Bharti i" the leadin1 ellular "er7ie pr!7ider 5ith an all India f!!tprint !7erin1 all -, tele!m

irle" !f the !untr$% It ha" !7er -+milli!n "ati"fied u"t!mer"%

Cellular teleph!n$ 5a" intr!dued in India durin1 the earl$ .))>"% At that time there 5ere !nl$

t5! ma'!r pri7ate pla$er" Bharti (Airtel) and Essar (Essar) and b!th the"e !mpanie" !ffered

!nl$ post-paid services% Initiall$ the ellular "er7ie" mar&et re1i"tered limited 1r!5th%

M!re!7er the"e "er7ie" 5ere m!"tl$ re"trited t! the metr!"% Other fat!r" "uh a" la& !f

a5arene"" am!n1 pe!ple la& !f infra"trutural failitie" l!5 "tandard !f li7in1 and

1!7ernment re1ulati!n" 5ere al"! re"p!n"ible f!r the "l!5 1r!5th !f ellular ph!ne "er7ie" in

India%

Alth!u1h the ellular "er7ie" mar&et in India 1re5 durin1 the late .))>" 3a" the number !f

pla$er" inrea"ed and tariff" and hand"et prie" ame d!5n "i1nifiantl$4 the 1r!5th 5a" rather

mar1inal% Thi" 5a" beau"e the ellular "er7ie pr!7ider" !ffered !nl$ p!"t8paid ellular "er7ie"

5hih 5ere "till perei7ed t! be 7er$ !"tl$ a" !mpared t! landline !mmuniati!n"%

!ll!5in1 thi" reali<ati!n the ma'!r ellular "er7ie pr!7ider" in India launhed pre8paid

ellular "er7ie" in the late .))>"% The main purp!"e !f the"e "er7ie" 5a" t! tar1et u"t!mer"

fr!m all "eti!n" !f "!iet$ 3unli&e p!"t8paid "er7ie" 5hih 5ere tar1eted !nl$ at the premium

"e1ment4%

The A"rte# Lo*oThe Airtel l!1! i" a "tr!n1 !ntemp!rar$ and !nfident "$mb!l f!r a brand that i" al5a$" ahead

!f the re"t% It i" a "peiall$ dra5n 5!rdmar&%

The A"rte# Ia*e sty#e



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It in!rp!rate" t5! "!lid red retan1ular f!rm" 5h!"e !unterf!rm reate" an !pen d!!r5a$%

The A"rte# Typo*raph"ca# sty#e

The title a"e letterin1 5ith it" apital =A= 5a" deliberatel$ h!"en t! reinf!re the brand="

leader"hip p!"iti!n% The red d!t !n the letterf!rm =I= ue" Airtel=" f!u" !n inn!7ati!n%% The 5!rd"

=E6pre"" Y!ur"elf= are 7er$ muh part !f the brand identit$%

Board o! D"rectors

The b!ard !f diret!r" !f the C!mpan$ ha" an !ptimum mi6 !f e6euti7e and n!n8e6euti7e

diret!r" 5hih !n"i"t" !f t5! e6euti7e and thirteen n!ne6euti7e diret!r"% The Chairman

and Mana1in1 Diret!r Mr% Sunil Bharti Mittal i" an E6euti7e Diret!r and the number !f

Independent Diret!r" !n the B!ard i" +> !f the t!tal b!ard "tren1th% The independene !f a

diret!r i" determined !n the ba"i" that "uh diret!r d!e" n!t ha7e an$ material peuniar$

relati!n"hip 5ith the C!mpan$ it" pr!m!ter" !r it" mana1ement 5hih ma$ affet the

independene !f the 'ud1ment !f a Diret!r% The b!ard member" p!""e"" re@ui"ite "&ill"

e6periene and e6perti"e re@uired t! ta&e dei"i!n" 5hih are in the be"t intere"t !f the

C!mpan$%

The copos"t"on o! the Board "s as under6

J Sunil Bharti Mitta l

J Ra'an Bharti Mitta l

J A&hil (upta

J Ra&e"h Bharti Mitta l

J Chua S!& K!!n1

J N% Kumar J Kurt Gell"tr!m

J D!nald Camer!n

J Paul O=Sulli7an

J Pula& Chandan Pra"ad

J Ba"hir Abdulla Currim'ee



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J A'a$ 9a l

J Arun Bharat Ram

J rani" Gen1

Bhart"7s 8"s"on

B$ ->.> Airtel 5ill be the m!"t admired brand in India#

J 9!7ed b$ m!re u"t!mer"

J Tar1eted b$ t!p talent

J Benhmar&ed b$ m!re bu"ine""e"

We at Airtel al5a$" thin& in fre"h and inn!7ati7e 5a$" ab!ut the need" !f !ur u"t!mer" and h!5

5e 5ant them t! feel% We deli7er 5hat 5e pr!mi"e and 1! !ut !f !ur 5a$ t! deli1ht the u"t!mer 5ith a little bit m!re

Bhart"7s M"ss"on

T! be 1l!ball$ admired f!r tele!m "er7ie" that deli1ht u"t!mer"5



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We 5ill meet 1l!bal "tandard" f!r tele!m "er7ie" that deli1ht u"t!mer"

thr!u1h#

L Cu"t!mer Ser7ie !u"

L Emp!5ered Empl!$ee"

L C!"t Effiien$

L Unified Me""a1in1 S!luti!n"

L Inn!7ati7e pr!dut" and "er7ie"

L Err!r8 free "er7ie deli7er$

Net'or9 o! A"rte#

Ce##u#ar Ser&"ce

Airtel C!mplete" It" -, Cirle All India !!tprint Airtel n!5 !nnet" India fr!m the Indu" t! the

Indian Oean and fr!m Sabarmati t! the Brahmaputra !n a net5!r& !f m!re than .>>>> ba"e

"tati!n" 5ith umulati7e in7e"tment" !f m!re than R"% .0>>> r!re"%

Internet "n!rastructure

Our Internet ba&b!ne in7!l7e" "tate !f the art hi1h8end r!uter" and "5ithe" a" ma$depl!$ed !n

the be"t net5!r&" ar!"" the 5!rld t! !ffer $!u reliable "er7ie !f unmathed@ualit$% Three $ear"

ba& 5e had e"tabli"hed "atellite ba"ed 1ate5a$ f!r internet ae""%

Thi" 5a" the fir"t 1ate5a$ b$ a pri7ate !perat!r% N!5 5e ha7e e"tabli"hed !ur fibre1ate5a$ !n

Net5!r& i-i fir"t pri7ate "ubmarine able !5ned b$ u" and Sin1Tel%

F"/ed #"ne "n!rastructure

Our hi1h @ualit$ fibre8ba"ed fi6ed line net5!r&" in Delhi Gar$ana Tamil Nadu

Karnata&a Madh$a Prade"h and Chahatti"1arh inten"i7el$ !7er" the m!"t

pr!minent!mmerial and bu"ine"" di"trit" in the !untr$% We pr!7ide the p!5er !f la"t mile

fi6edline net5!r& t! brin1 end8t!8end 7!ie and data "!luti!n"%



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Lon* d"stance "n!rastructure

Our -+>>> &m ad7aned fibre8!pti able l!n1 di"tane net5!r& !7er" India=" t!p ->>itie"%

And it p!5er" the "er7ie" !f India=" leadin1 pri7ate tele!m "er7ie pr!7ider" 8ellular fi6edline and internet thr!u1h Our 9!n1 Di"tane Ser7ie"%

Su0ar"ne ca0#e

We ha7e partnered 5ith Sin1Tel t! reate the 5!rld=" lar1e"t "ubmarineable "$"tem8 Net5!r& i-i

5ith ;%* Tbp" apait$% Thi" ,->> &m under"ea able "truture "trethe" fr!m Chennai t!

Sin1ap!re and there!n t! Tier8. arrier" !n Sin1Tel=" apait$ !n ./+>>> &m !f able"% The

hu1e apait$ !n net5!r& i-i i" di"tributed l!all$ in India thr!u1h !ur -+>>> &m !f ad7anedfibre8!pti d!me"ti l!n1 di"tane ba&b!ne pr!7idin1 unpreedented apait$ "peed 2

reliabilit$%

Techno#o*y

In n! !ther "er7ie !r bu"ine"" tehn!l!1$ i" "uh a ma'!r fat!r% Sale" and mar&etin1 arefutile

5ith!ut a "!und tehn!l!1ial ba"e% Gene 5e anal$<e AirTel !n the ba"i" !f thi"parameter%

Tehn!l!1ial faet" in ellular "er7ie" are e6plained and the le7el !f e6perti"e !f b!thpla$er"

"tated%

Ca## set up t"e

Thi" i" the time that it ta&e" a u"er t! 1et !nneted after the !mpleti!n !f the dialin1pr!e""%

Pre"entl$ ;8,> "e!nd" i" !n"idered n!rmal "et8up time%

AirTel": all "et up time i" 1enerall$ 5ithin thi" ran1e%



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Capac"ty Ca## con*est"on

Thi" i" the @ualit$ !f 1ettin1 all" thr!u1h e7en in hi1h u"er den"it$ area"%

AirTel pr!7ide" better u"t!mer "ati"fati!n%

Thi" 5ill enable them t! inrea"e their u"t!mer ba"e leadin1 t! inrea"ed re7enue" inthe

future%F!ie ualit$ and C!7era1e

It i" the larit$ !f tran"mi""i!n% In it$ enter" thi" @ualit$ i" n!t diffiult t! maintain%G!5e7er it

be!me" 7er$ imp!rtant 5hen the tran"mi""i!n i" bein1 direted t! !r fr!munder 1r!und

l!ati!n" fr!m behind tall buildin1 and "truture" narr!5 and !n1e"tedit$ interi!r"%

AirTel pr!7ide" better @ualit$ in the ab!7e menti!ned% The rea"!n f!r thi" i" the

betterinfra"truture and tehn!l!1$%

AI%TEL B%OADBAND

Bharti Tele7enture" i" the fi6ed line !perat!r bu"ine"" !f Airtel% In the reent brandin1 e6eri"e

all the "er7ie" ha7e been !ffered under the Airtel brand% Data i" the ne6t dri7er f!r 1r!5th% Thi"

i" lear t! the !perat!r" 5h! ha7e belatedl$ reali<ed the impliati!n" f!r ha7in1 a pie in all the

"e1ment" !f tele!mmuniati!n"% Gene Bharti 7entured in the br!adband mar&et%

G!5e7er the main !ntenti!n in the br!adband mar&et i" the prie !fferin1 5hih inlude" the

band5idth !"t" a" 5ell a" the !"t !f la$in1 d!5n the !pper 5ire% T$piall$ in the mentalit$ !f

the pr!fit ma&in1 e6eri"e Airtel ha" "! far f!u"ed !nl$ in th!"e area" 5here it perei7e" that a

hu1e mar&et i" pre"ent% G!5e7er I "till h!ld that their thru"t "h!uld be in "maller t!5n" and

itie" 5here BSN9 5!uld ultimatel$ u"urp their p!tential u"t!mer ba"e% It "eem" that their

fanil$ paid MBA" ha7en:t reall$ under"t!!d the "ue"" !f BSN9 5h! f!u"ed !n the B and C



1

la"" itie" 5here it ha" dra5n unparalleled "upp!rt de"pite the l!u"$ u"t!mer e6periene"% Thi"

i" beau"e !f the ab"ene !f an$ !ther !perat!r%

The urrent !fferin1" b$ Airtel d!e" n!t reall$ enthu"e a p!tential u"t!mer 5h! i" l!!&in1 at

"u"tained data tran"fer% It i" the la""i a"e !f ha7in1 "!methin1 better than n!thin1% Add t! the

l!u"$ u"t!mer are that Airtel i" "l!5l$ perfetin1 it i" "taffed 5ith pe!ple 5h! u"uall$ land up

in their '!b" 5ith little idea !f their '!b pr!file% The "!8alled Teh en1ineer" ha7e !ften been

unable t! help a u"t!mer 5h! i" fain1 i""ue" 5ith the !nneti7it$%

A"rte# Broad0and "s po'ered 0y DSL techno#o*y

DS9 pr!7ide" bla<in18fa"t "eure Internet ae"" and an be deli7ered t! b!th h!me" and t!

bu"ine""e"% Deli7ered ri1ht thr!u1h a re1ular teleph!ne line data rate" an 7ar$ fr!m .-;Kb t!

;Mb per "e!nd dependin1 !n the t$pe and !"t !f the "er7ie%

Instant Access

Di1ital Sub"riber 9ine 3DS94 tehn!l!1$ pr!7ide" in"tant Internet and net5!r& ae"" at "peed"

up t! +> time" fa"ter than a -;%;Kbp" m!dem !n a "tandard anal!1ue ph!ne line% There are n!

dial8up dela$" n! bu"$ "i1nal"% What u"ed t! ta&e minute" !r h!ur" t! d!5nl!ad 5ill n!5 ta&e

'u"t "e!nd" !r minute"%

E/per"ence Mu#t"ed"a

With DS9 Internet Ser7ie $!u an d!5nl!ad 1raphi"8hea7$ file" lar1e d!ument" "!ft5are

ph!t!" email attahment" and m!re in"tantl$% It=" perfet f!r real8time interati7e multimedia

br!ada"t @ualit$ 7ide! di"tane learnin1 and 7ide!8!n8demand% And beau"e DS9 Internet

Ser7ie "end" data and 7!ie !7er the "ame line $!u an tal& !n the ph!ne 5hile $!u are !nline%

Ne&er Wa"t:

It=" al"! a "er7ie that $!u d!n=t ha7e t! dial int!% u"t turn !n $!ur PC !pen a br!5"er and

$!u=re read$ t! "urf% 3N! m!re hearin1 th!"e ann!$in1 beep" and t!ne" then 5aitin1 t! be

!nneted% Y!u=re al5a$" !nneted 5hene7er $!u 5i"h t!4% Be$!nd Internet ae"" DS9 al"!

ha" the abilit$ t! arr$ additi!nal ph!ne line" and entertainment "er7ie" u"in1 the "ame pair !f

5ire"% Gi1h8"peed Internet ae"" thr!u1h DS9 han1e" $!ur Internet e6periene pereptibl$%

Ser&"ces



1

Airtel brin1" $!u a h!"t !f e6itin1 feature" ran1in1 fr!m failitie" li&e Online te"t" In t!uh and

Fide! Sur7eillane S!luti!n" t! tr!uble "h!!tin1 de7ie" li&e Net E6pert and Web !&e$%

J 8"deo Sur&e"##ance So#ut"ons H Airtel all!5" $!u t! !ntr!l $!ur bu"ine"" -*6/% Ob"er7e $!ur

!ffie 5areh!u"e "h!p and "taff fr!m $!ur PC fr!m an$5here and all the time%

J In touch ; Airtel all!5" $!u t! reate and "hare $!ur prei!u" m!ment" 5ith $!ur l!7ed !ne"

5ith In T!uh% It:" a 1reat 5a$ t! reah !ut t! $!ur l!7ed !ne" 5h! are far a5a$%

J Net<pert ( Netpert India:" fir"t e7er aut!mated Br!adband are

tehn!l!1$ 5hih pr!7ide" immediate "!luti!n" f!r Internet !nneti7it$ related pr!blem"%

J On#"ne Tests ( Airtel Br!adband Ser7ie" and TCY Online !ffer $!u !nline !mpetiti7e te"t"

f!r (RE (MAT SAT and MBA fr!m the !mf!rt !f $!ur h!me%

J W"F" ( W"!" i" a 5irele"" tehn!l!1$ brand b$ the Wifii Alliane that 1i7e" $!u a h!"t !f

fanta"ti ad7anta1e" ran1in1 fr!m reliabilit$ t! "eurit$% The "imple in"tallati!n pr!edure 1i7e"

$!u ae"" t! un"urpa""ed perf!rmane in"tantl$%

W"re#ess Internet

W"re#ess Internet "nc#udes 6

.% Data Card

-% U"b M!dem

Data Card

Airtel Data Card i" the "uperi!r PC Data Card "!luti!n 5hih deli7er" 5irele"" internet

apabilitie" t! lapt!p" and n!teb!!&" b$ pr!7idin1 ED(E and (PRS tehn!l!1ie" in a "in1le PC

Card pa&a1e% On an ED(E net5!r& Airtel Data Card enable" !nneti!n t! the Internet u"in1

E(PRS% In area" 5here ED(E "er7ie" are n!t a7ailable the Airtel Data Card "till enable"

reliable and "eure data !nneti!n" !7er (PRS% Airtel Data Card !pen" up the true 5!rld !f

5irele"" internet and i" an ideal !mpani!n f!r a m!bile pr!fe""i!nal enablin1 Internet Email

and Offie appliati!n" 5ith real8time "eure FPN ae"" t! !rp!rate appliati!n" 5hil"t !n the

m!7e% An$time An$5here C!nneti7it$

Features

J uad8band radi! ard "uitable f!r u"e !n E(RPS?(PRS?(SM net5!r&" 5!rld5ide PTCRB

!mpliant%



1

J C!mpatible 5ith m!"t n!teb!!&" pr!7idin1 a T$pe II PC8Card "l!t and utili<in1 Mir!"!ft

Wind!5" Operatin1 S$"tem"%

J Supp!rt" IPSe lient "!ft5are f!r end8t!8end "eure !rp!rate data e6han1e and

"$nhr!ni<ati!n !7er FP%

J NDIS !mpatible%

3s0 Mode

Airtel USB M!dem i" the "uperi!r PC "!luti!n deli7erin1 5irele"" internet apabilit$ t! lapt!p"

and n!teb!!&" b$ pr!7idin1 ED(E and (PRS tehn!l!1ie" in a "in1le PC Card Pa&a1e%

On an ED(E net5!r&% Airtel USB M!dem enable" !nneti!n t! the Internet u"in1 E(PRS% In

area" 5here ED(E "er7ie" are n!t a7ailable the Airtel USB M!dem enable reliable "eure data

!nneti!n" !7er (PRS% Airtel USB M!dem !pen" up the true 5!rld !f m!bile 5irele"" internet

and i" the ideal !mpani!n f!r the m!bile pr!fe""i!nal enablin1 Internet and Email 5hil"t !n the

m!7e% An$time8 An$5here C!nneti7it$

Features

J Suitable f!r u"e !n ED(E?(PRS?(SM net5!r&"%

J ED(E Cla"" .- (PRS Cla"" .>

J E6ternal Antennae

J ETSIAT C!mmand Interfae

J C!mpatible 5ith Wind!5" ->>> P

J Data Interfae # USB -%>

J Data F!ie SMS Ph!neb!!&

Bene!"ts

Thi" Remar&able "er7ie 7irtuall$ !n7ert" the 5h!le !f India in Wirele""

h!t "p!t%



1

O%GANI=ATION ST%3CT3%E

2artners

The !mpan$ ha" a "trate1i alliane 5ith Sin1Tel% The in7e"tment made b$ Sin1Tel i" !ne !f the

lar1e"t in7e"tment" made in the 5!rld !ut"ide Sin1ap!re in the !mpan$% The !mpan$:" m!bile

net5!r& e@uipment partner" inlude Eri""!n and N!&ia% In the a"e !f the br!adband and

teleph!ne "er7ie" and enterpri"e "er7ie" 3arrier"4 e@uipment "upplier" inlude Siemen"

N!rtel C!rnin1 am!n1 !ther"% The C!mpan$ al"! ha" an inf!rmati!n tehn!l!1$ alliane

5ith IBM f!r it" 1r!up85ide inf!rmati!n tehn!l!1$ re@uirement" and 5ith N!rtel f!r all enter

tehn!l!1$ re@uirement"% The all enter !perati!n" f!r the m!bile "er7ie" ha7e been

!ut"!ured t! IBM Da&"h Gindu'a TMT Teleteh 2 Mpha"i"%

Corporate Go&ernance



1

Bharti Airtel 9imited firml$ belie7e" in the priniple" !f C!rp!rate (!7ernane and i" !mmitted

t! !ndut it" bu"ine"" in a manner 5hih 5ill en"ure "u"tainable apital8effiient and l!n18term

1r!5th thereb$ ma6imi"in1 7alue f!r it" "hareh!lder" u"t!mer" empl!$ee" and "!iet$ at lar1e%

C!mpan$:" p!liie" are in line 5ith C!rp!rate (!7ernane 1uideline" pre"ribed under 9i"tin1

A1reement?" 5ith St!& E6han1e" and the C!mpan$ en"ure" that 7ari!u" di"l!"ure"

re@uirement" are !mplied in letter and "pirit: f!r effeti7e C!rp!rate (!7ernane%

Durin1 the finanial $ear ->>,8>* $!ur C!mpan$ 5a" a""i1ned hi1he"t (!7ernane and Falue

Creati!n 3(FC4 ratin1 7i<% 9e7el .: ratin1 b$ CRISI9 5hih indiate" that the !mpan$:"

apabilit$ 5ith re"pet t! reatin1 5ealth f!r all it" "ta&eh!lder" i" the hi1he"t 5hile ad!ptin1

"!und C!rp!rate (!7ernane pratie"%Thi" ratin1 5a" re8affirmed b$ CRISI9 !n April ->->>0

2%OMOTIONAL ST%ATEG4

After the liberalization of the Indian Telecom Sector in 1994, the Indian

cellular market witnessed a surge in cellular services. ! "##$, there were a

total of 1" %la!ers in the market with the &ve ma'or %la!ers being harti Tele(

)entures *imited +harti, harat Sanchar -igam *imited +S-*, utchinson(

/ssar limited +utch, Idea 0ellular limited +Idea and eliance India 2obile

+I2 +efer /3hibit I.

All the pla$er" e6ept RIM !ffered "er7ie" ba"ed !n the (l!bal S$"tem f!r M!bile 3(SM4

tehn!l!1$% RIM pr!7ided "er7ie" ba"ed !n C!de Di7i"i!n Multiple Ae"" 3CDMA4

tehn!l!1$ a" 5ell a" (SM% %

A" !mpetiti!n in the tele!m arena inten"ified "er7ie pr!7ider" t!!& ne5 initiati7e" t! 5!!

u"t!mer"% Pr!minent am!n1 the"e 5ere 8 elebrit$ end!r"ement" l!$alt$ re5ard" di"!unt

!up!n" bu"ine"" "!luti!n" and tal& time "heme"% The m!"t imp!rtant !n"umer "e1ment" in

the ellular indu"tr$ 5ere the $!uth "e1ment and the bu"ine"" la"" "e1ment% The $!uth "e1ment

5a" the lar1e"t and fa"te"t 1r!5in1 "e1ment and 5a" theref!re tar1eted m!"t hea7il$ b$ ellular "er7ie pr!7ider"%

Bharti Tele8Fenture" ad!pted elebrit$ end!r"ement a" it" hief pr!m!ti!nal "trate1$% B$ ->>* it

emer1ed the unpreedented leader !mmandin1 the lar1e"t mar&et "hare in the ellular "er7ie

mar&et% 3Refer E6hibit II4% Guth implemented the elebrit$ end!r"ement "trate1$ partiall$



1

rel$in1 primaril$ !n it" reati7e ad7erti"in1 f!r the pr!m!ti!n !f it" brand% BSN9 !n the !ther

hand attrated the !n"umer thr!u1h it" l!5 !"t "heme"% Bein1 a "tate !5ned pla$er BSN9

!uld !7er rural area" and thi" helped it inrea"e it" "ub"riber ba"e% Reliane 5a" an!ther

pla$er that a"hed !n it" inn!7ati7e pr!m!ti!nal "trate1ie" 5hih inluded elebrit$

end!r"ement" and attrati7e tal& time "heme"% Idea relied hea7il$ !n it" reati7e media

ad7erti"in1 "an" elebritie"%

A"rTe#6 Appropr"at"n* the &a#ue o! >e/press"on>

O7er the la"t !uple !f $ear" the mar&et ha" 1r!5n !n"iderabl$ 5ith deeper penetrati!n and

5ider u"a1e !f 7!ie and data "er7ie" a!mpanied b$ muh hi1her !mpetiti7e inten"it$Q Atul

Bindal hief mar&etin1 !ffier Bharti TeleFenture" e6pand" !n thi"% QIn thi" !nte6t

differentiatin1 merel$ !n net5!r& !7era1e and SMS i" 'u"t n!t en!u1h% Y!u need t! 1! be$!ndall the rati!nal identifier" 8 5hih are prere@ui"ite" in an$ a"e 8 and !nnet at a deeper le7el%

We needed a "tr!n1 differentiat!r in an inrea"in1l$ !mm!diti<ed and r!5ded mar&et% We

f!und thi" differentiat!r in a !re human truth that define" !ur ate1!r$ 8 5hih i" that there are

m!ment" 5hen $!u need t! ma&e $!ur p!int 5hen $!u need t! be heard% E6pre""in1 and

!mmuniatin1 are perhap" t5! !f the m!"t ba"i em!ti!n"% A"rTe# ena0#es you to a9e your

po"nt "n the ost e/press"&e 'ay- anyt"e- any'here5 The capa"*n "s to'ards o'n"n* th"s

throu*h >E/press yourse#!5> We 0e#"e&e >E/press yourse#!> a##o's us to connect at a deeper

#e&e# and create a #on*(ter p#at!or !or the 0rand5? !r AirTel the hallen1e al"! la$ in

pre"entin1 a unified =fae= t! the !n"umer% Thi" a""ume" "i1nifiane 5hen 7ie5ed in the li1ht !f

the !mpan$=" pre8 and p!"t8paid !mmuniati!n 5hih in the pa"t had been treated 7er$

differentl$% Brand ima1e a" a re"ult 5a" bein1 dri7en in t5! different dimen"i!n"% QBrand

AirTel i" a ate1!r$ leader "traddlin1 !mpletel$ different mar&et "e1ment" "uh a" !n"umer

bu"ine"" and !rp!rate a" 5ell a" different 7!ie data and pa$ment platf!rm"Q "a$" Bindal%

Q=E6pre"" $!ur"elf= enable" the brand t! unif$ and !nnet ar!"" the entire ba"e !f !ur e6i"tin1

and pr!"peti7e u"t!mer"%QOne !f the m!"t !b7i!u" benefit" !f !5nin1 a pr!pert$ "uh a"

=andid e6pre""i!n= 3and =E6pre"" $!ur"elf=4 i" the e6pan"i7e nature !f the th!u1ht% QThe m!ment

$!u ha7e a" br!ad a an7a" a" =E6pre"" $!ur"elf= it be!me" ea"$ f!r an$!ne 5!r&in1 !n the

brand t! !me up 5ith ne5 idea" and e6euti!n"% That=" 5hat ma&e" a 1!!d ampai1n ideaQ

!b"er7e" Rediff=" Pra"hant (!db!le 5h! al!n1 5ith reati7e partner ar7an Patel !nei7ed



1

the ampai1n% Thi" i" 'u"t the pr!7erbial tip !f the ieber1 Patel add"% QWe 5ill be ta&in1 the

idea f!r5ard in man$ different 5a$" in the f!rth!min1 5!r&Q he inf!rm"% Patel al"! redit" hi"

reati7e team f!r Qfle"hin1 !ut the ideaQ

In Ot!ber ->>- Ma1i led the mar&et 5ith ,> !f the mar&et "hare% Bharti laimed that it"

"trate1ie" 5ere !ne !f the m!"t ambiti!u" e6periment" e7er in the Indian pre8paid ellular

teleph!n$ mar&et% G!5e7er 1i7en the inrea"in1 !mpetiti7e pre""ure d!ubt" 5ere bein1

e6pre""ed re1ardin1 the abilit$ !f Bharti=" mar&etin1 initiati7e" t! help Ma1i retain it" =Ma1i= in

the future

A"rTe# #aunches 8@E 8o"ce @ua#"ty Enhancer !or the !"rst t"e "n Ko#9ata

Intr!duin1 FE 3F!ie ualit$ Enhaner4 f!r the fir"t time in K!l&ata% FE i" a re7!luti!nar$

ne5 "$"tem that "petrall$ redue" ba&1r!und n!i"e% It eliminate" a!u"ti eh! ad'u"t" "peeh

le7el" in b!th direti!n" and d!e" a5a$ 5ith l!5 !r di"t!rted "peeh "! that e7er$ 5!rd !f $!ur="

an be heard learl$ 5here7er $!u ma$ be "pea&in1 fr!m%

The FE tehn!l!1$ ha" been "!ured fr!m Tellab" !f USA 5!rld leader" in F!ie ualit$

tehn!l!1$% S!me !f the pr!minent (SM !perat!r" u"in1 Tellab" "!luti!n in the 5!rld are

Sin1Tel Bell S!uth Tel"tra BT Cell et% The Tellab" n!i"e reduti!n tehn!l!1$ rem!7e" hi1h

ba&1r!und n!i"e fr!m the 5irele"" "ide !f the all thu" deli7erin1 near 5ireline lear all

@ualit$ !n m!bile ph!ne"% The Tellab" ,>>> "erie" !f 7!ie8@ualit$ enhanement eh!



1

tehn!l!1$ al"! eliminate" the !mple6it$ !f a!u"ti eh! 1enerated b$ di1ital m!bile" and

hand" free &it"%

S! 1! ahead% E6pre"" $!ur"elf and feel the differene !n K!l&ata=" !nl$ N!n8St!p -%+( Net5!r&

AI%TEL NEWS

• Bharti Airtel in&" USD *>> milli!n net5!r& e6pan"i!n !ntrat 5ith NOKIA

• Bharti Airtel limited# - a"h pr!fit e6eed" R"% .0>> r!re" PBT r!""e" R"% .>>>

r!re"%

• Bharti Airtel i" am!n1"t India:" M!"t Admired Kn!5led1e enterpri"e" in ->>0%

• Sunil Bharti Mittal reei7e" The G!n!rar$ ell!5"hip: fr!m IETE%

• N!tie !f p!"tal ball!t f!r "ee&in1 !n"ent !f the "hareh!lder" !n "heme !f

amal1amati!n !f Sat!m Br!adband E@uipment" 9imited and Bharti Br!adband 9imited

5ith Bharti Airtel 9imited%

• Bharti Airtel t! Ob"er7e Silent peri!d fr!m Ot!ber . ->>0%

%AMAN T3NE C%OSSES AI%TEL7S E<CL3SI8IT4 BA%%IE%

Cellular "er7ie pr!7ider AirTel "eem" t! ha7e hit the ri1ht n!te 5ith it" ne5 !mmerial "tarrin1

mu"iian A R Rahman% The !mmerial 5hih i" urrentl$ !n air ha" a beat 5hih al"! d!uble"

up a" a rin1t!ne 5hih i" !"ten"ibl$ a7ailable !nl$ t! AirTel u"er"% But the intere"tin1 part i" that

the rin1t!ne i" bein1 flaunted n!t 'u"t b$ AirTel u"t!mer" but b$ u"t!mer" !f ri7al "er7ie

pr!7ider" li&e BP9 Oran1e and D!lphin a" 5ell

We did e6pet the tune t! ath up but thi" ha" reall$ e6eeded !ur e6petati!n" admit" Bharti

Cellular:" hief mar&etin1 !ffier 35e"tern re1i!n4 Prati& P!ta% O7erall he e6plain" it i" a 1reat

ad7erti"in1 pr!dut f!r AirTel and 5!r&" li&e a 5al&in1 tal&in1 brand amba""ad!r%



1

The rin1t!ne 5hih i" al"! the 'in1le f!r AirTel:" TF !mmerial i" pr!7in1 t! be a p!tent

ad7erti"in1 t!!l f!r the !mpan$% It i" n!t 7er$ lear 5hat thi" mean" f!r the !ther ellular

!perat!r"% Cellular u"er" ha7e been f!r5ardin1 the tune t! !ne an!ther 5hih a!rdin1 t! Mr

P!ta ha" 1i7en AirTel a hane t! enter the mind !f the u"er irre"peti7e !f 5hih "er7ie he

!pt" f!r%

It 1i7e" the u"er a hane t! 1! ba& t! the AirTel pr!dut and at" a" a "tr!n1 reminder

medium he e6plain"% Mar&etin1 pr!fe""i!nal" li&e Sam"i&a Mar&etin1 C!n"ultant": mana1in1

diret!r a1deep Kap!!r p!int t! the u"a1e !f an audi! elebrit$ a" "!methin1 that i"

"i1nifiant%

The n!rmal pratie i" t! !pt f!r film "tar" and "p!rt"men rather than an audi! per"!nalit$ he

"a$"%

Ri7al" th!u1h "eemin1l$ unfa<ed b$ the phen!men!n "eem t! be d!in1 their !5n h!me5!r& !n

thi" brand !f ad7erti"in1% While n!ne !f them !mmented !n AirTel:" "trate1$ and it" impat !n

their !5n "ub"riber ba"e !ne ad7erti"in1 pr!fe""i!nal 5!r&in1 5ith a ri7al "er7ie pr!7ider

!pine" that the tune i" tran"ient and n!t li&el$ t! ha7e an$ l!n1 term impat a" a brand buildin1

t!!l%

Bein1 the late"t entrant in the Mumbai irle AirTel ha" had t! find 5a$" !f uttin1 thr!u1h the

lutter% Sa$" Mr Kap!!r AirTel 5ill ha7e tr$ t! find 5a$" t! attrat ne5 u"t!mer" and !n7ert

the e6i"tin1 !ne"% E6plainin1 that the u"a1e !f an audi! elebrit$ 5a" m!re "trate1i than

tatial he add" that n!n8AirTel u"er" 5ill ha7e the AirTel brand e6periene in"pite !f n!t

u"in1 the "er7ie%

While Mr P!ta hi1hli1ht" the fat that the u"a1e !f the tune b$ !ther !perat!r" mean" free

ad7erti"in1 f!r AirTel and the u"er" ha7in1 a p!"iti7e di"p!"iti!n t!5ard" the pr!dut the nature

!f reati!n fr!m !mpetiti!n remain" unlear%

C!mpetiti!n 5ill n!t d! 5ell t! ad!pt a &nee 'er& reati!n and 5ill ha7e t! !me !ut 5ith

ad7erti"in1 that i" 5ell th!u1ht !ut e6plain" Mr Kap!!r% Ge antiipate" a "ituati!n 5here the

ne5 entrant 3AirTel4 5ill !ntinue t! be m!re a11re""i7e%



1

MILESTONE OF COM2AN4

. M!bile ph!ne !perat!r Bharti Airtel beame the fir"t Indian tele!m !mpan$ t! "er7e +>

milli!n u"t!mer" la"t m!nth and i" n!5 the 5!rld:" tenth lar1e"t 5irele"" arrier%

- Bharti ha" d!ubled it" u"er ba"e in the pa"t .* m!nth" al!ne and h!pe" t! reah .>> milli!n

"ub"riber" b$ ->.> a!rdin1 t! !mpan$ e6euti7e"%

, Our ne6t +> milli!n 5ill lar1el$ !me fr!m rural India a" !ur plan i" t! reah +->> en"u"

t!5n" and !7er fi7e la&h 7illa1e" !7erin1 )0 per ent !f the Indian p!pulati!n "aid

Bharti Airtel pre"ident and CEO Man!' K!hli at a ne5" !nferene thi" 5ee&%



1

* Bharti Airtel India:" leadin1 tele!mmuniati!n "er7ie" pr!7ider t!da$ ann!uned that it

had r!""ed the +> milli!n u"t!mer mar&% With thi" Bharti Airtel ha" ahie7ed the

di"tinti!n !f be!min1 the fa"te"t pri7ate tele!m !mpan$ in 5!rld t! ahie7e thi"

landmar& in a "in1le !untr$ 8 5ithin .*, m!nth" !f "tart !f !perati!n"% The +> milli!n

u"t!mer ba"e !7er" m!bile a" 5ell a" br!adband 2 teleph!ne u"t!mer"%

+ C!mmentin1 !n thi" ma'!r 1l!bal landmar& Mr% A&hil (upta !int Mana1in1 Diret!r

Bharti Airtel "aid We are deli1hted t! ha7e ahie7ed thi" ma'!r landmar& 5hih put"

Bharti Airtel am!n1"t the t!p tele!m !mpanie" in the 5!rld% It underline" the "tren1th !f

!ur uni@ue bu"ine"" m!del and !ur 7i"i!n t! pr!7ide aff!rdable "er7ie" li&e lifetime

prepaid t! u"t!mer" ar!"" the len1th and breadth !f the !untr$% I 5!uld li&e t! than& !ur

partner" f!r ha7in1 "hared !ur 7i"i!n% Thi" mile"t!ne hi1hli1ht" the emer1ene !f India a"!ne !f the t!p tele!m mar&et" in the 5!rld and 5e are pr!ud t! ha7e been at the f!refr!nt

!f thi" 1r!5th% (!in1 f!r5ard 5e belie7e thi" 1r!5th m!mentum 5ill remain intat and 5e

are 1earin1 t!5ard" the .>> milli!n u"t!mer" mar&%

0 Bharti Airtel r!""ed the .> milli!n u"t!mer mar& in N!7ember ->>*% In ul$ la"t $ear it

r!""ed the -+ milli!n u"t!mer mar&%

/ The !mpan$ added the ne6t -+ milli!n u"t!mer" in 'u"t .* m!nth"% Thi" i" am!n1"t thefa"te"t rate !f u"t!mer additi!n" b$ an$ tele!m !mpan$ in the 5!rld%

; Mr% Man!' K!hli Pre"ident 2 CEO Bharti Airtel added Thi" i" a 7er$ pr!ud m!ment f!r

u" and I 5!uld li&e t! than& !ur +> milli!n u"t!mer" f!r belie7in1 in Airtel% It i" a tribute t!

!ur !mmitment t! pr!7ide be"t8in8la"" "er7ie" t! !ur u"t!mer" and lead the mar&et 5ith

e6itin1 inn!7ati!n"% We are !mmitted t! reate a 5!rld8la"" !r1ani<ati!n and benhmar&

it 5ith the be"t in the 5!rld% A" the mar&et 1et" read$ f!r the ne6t 5a7e !f 1r!5th 5e are

!mmitted t! e6pandin1 !ur tele!m net5!r&" 5ider and deeper ar!"" the !untr$ and

partner India:" 1r!5th "t!r$%

) In the o0"#e 0us"ness Bharti Airtel plan" t! ma&e !n"iderable in7e"tment" in Net5!r&

e6pan"i!n t! e"tabli"h pre"ene in all en"u" t!5n" and !7er +>>>>> 7illa1e" ar!"" India

b$ ->.> thereb$ !7erin1 )+ !f the !untr$:" t!tal p!pulati!n% The !mpan$:" "trate1i



1

f!u" 5ill be !n further "tren1thenin1 the Airtel brand thr!u1h be"t8in8la"" u"t!mer

"er7ie 5hih i" ba&ed b$ 5ide nati!nal di"tributi!n%

.> In the Enterpr"se 0us"ness Bharti Airtel 5ill in7e"t "ub"tantiall$ in the l!n1 di"tane

bu"ine"" t! ahie7e the "ale !f a 1l!bal arrier 5ithin ne6t -8, $ear"% It i" al"!

"tren1thenin1 the !rp!rate bu"ine"" t!5ard" be!min1 a preferred mana1ed "er7ie"

partner f!r the t!p ->>> !rp!rati!n"% In Broad0and . Te#ephone SB3 Bharti Airtel 5ill

initiate lar1e8"ale depl!$ment" !f br!adband net5!r& infra"truture in )* t!5n" 5ith a

"harp f!u" !n the h!me and SME "e1ment"% It i" read$in1 t! !ffer triple pla$ t! it"

u"t!mer" 5ith the launh !f it" IPTF "er7ie%

A"rTe# has ta9en the #ead on any occas"ons5 It has 0een the !"rst

• T! launh Cellular "er7ie in Delhi !n N!7ember .))+%

• Operat!r t! re7!luti!nali<e the !nept !f retailin1 5ith the

inau1urati!n !f A"rTe# Connect 3e6lu"i7e "h!5r!!m"4in .))+%

• T! e6pand it=" net5!r& 5ith the in"tallati!n f!r "e!nd m!bile

"5ithin1 enter in April .))/ and the fir"t in Delhi t! intr!due the

Intelli1ent Net5!r& Platf!rm ir"t t! pr!7ide R!amin1 t! it"

"ub"riber" b$ f!rmin1 an a""!iati!n alled W!rld . Net5!r&%

• ir"t t! pr!7ide r!amin1 failit$ in USA% AirTel ha" the lar1e"t

aut!mati r!amin1 "er7ie ?SMA%T %OAM?( Nati!nal in *>> itie"

in India and QSMART ROAMQ 8 Internati!nal in !7er 0> !untrie"

and )+ net5!r&" all !7er the 5!rld%

• It i" al"! the fir"t !mpan$ t! e6p!rt it" pr!dut" t! the USA%

AWA%DS

Bharti airtel dra5" t!p h!n!r" at the mi" a"ia It e6ellene a5ard" ->>0

Bharti airtel am!n1 the t!p .> be"t perf!rmin1 C!mpanie" in the 5!rld a!rdin1 t!

Bu"ine""5ee& it .>> li"t%



1

Sunil bharti mittal i" the e! !f the $ear at The fr!"t and "ulli7an a"ia paifi a5ard"

->>0 And bharti airtel ba1" 5irele"" "er7ie Pr!7ider !f the $ear and !mpetit7e

"er7ie Pr!7ider !f the $ear%

Bharti tele87enture" i" the be"t Indian Carrier at the tele!m a"ia a5ard" ->>0



1

CA2TE%($

%E8IEW OF LITE%AT3%E



1

%e&"e' o! L"terature

'hat "s custoer sat"s!act"on

Cu"t!mer "ati"fati!n refer" t! h!5 "ati"fied u"t!mer" are 5ith the pr!dut" !r "er7ie" the$

reei7e fr!m a partiular a1en$% The le7el !f "ati"fati!n i" determined n!t !nl$ b$ the @ualit$

and t$pe !f u"t!mer e6periene but al"! b$ the u"t!mer:" e6petati!n"%

Cu"t!mer "ati"fati!n i" !ne !f the main !b'eti7e" !f an$ !r1ani<ati!n% E7er$ !r1ani<ati!n trie"

t! &n!5 the u"t!mer "ati"fati!n ab!ut their pr!dut"% S! a "tud$ !n u"t!mer "ati"fati!n help"

the !r1ani<ati!n a" 5ell a" me t! 1ain a 7a"t &n!5led1e !7er the real 5!rld ta"te" and

preferene" !f u"t!mer

Whether the bu$er i" "ati"fied after purha"e depend" !n the !ffer" perf!rmane in relati!n t! the

bu$er:" e6petati!n"% In 1eneral "ati"fati!n i" a per"!n:" feelin1" !f plea"ure !r di"app!intment

re"ultin1 fr!m !mparin1 a pr!dut" perei7ed perf!rmane in relati!n t! hi" !r her e6petati!n"%

A" thi" definiti!n ma&e" lear "ati"fati!n i" a funti!n !f perei7ed perf!rmane and

e6petati!n"% If the perf!rmane fall" "h!rt !f e6petati!n" the u"t!mer i" di""ati"fied% If the

perf!rmane mathe" the e6petati!n" the u"t!mer i" "ati"fied% If the perf!rmane e6eed"

e6petati!n" the u"t!mer i" hi1hl$ "ati"fied !r deli1hted%

Man$ !mpanie" are aimin1 f!r hi1h "ati"fati!n beau"e u"t!mer" 5h! are 'u"t "ati"fied

"till find it ea"$ t! "5ith 5hen a better !ffer !me" al!n1% Th!"e 5h! are hi1hl$ "ati"fied are

muh le"" read$ t! "5ith% Gi1h "ati"fati!n !r deli1ht reate" an em!ti!nal b!nd 5ith the brand

n!t 'u"t a rati!nal preferene% The re"ult i" hi1h u"t!mer l!$alt$%

Why "s "t "portant

There are a number !f rea"!n" 5h$ u"t!mer "ati"fati!n i" imp!rtant in

AIRTE9#



1

• Meetin1 the need" !f the u"t!mer i" the underl$in1 rati!nale f!r the

e6i"tene !f !mmunit$ "er7ie !r1ani<ati!n"% Cu"t!mer" ha7e a ri1ht

t! @ualit$ "er7ie" that deli7er !ut!me"%

• Or1ani<ati!n" that "tri7e be$!nd minimum "tandard" and e6eed the

e6petati!n" !f their u"t!mer" are li&el$ t! be leader" in their "et!r%

• Cu"t!mer" are re!1ni<ed a" &e$ partner" in "hapin1 "er7ie

de7el!pment and a""e""in1 @ualit$ !f "er7ie deli7er$%

The pr!e"" f!r mea"urin1 u"t!mer "ati"fati!n and !btainin1 feedba& !n !r1ani<ati!nal

perf!rmane are 7aluable t!!l" f!r @ualit$ and !ntinu!u" "er7ie impr!7ement%

O0ect"&es



1

The main purp!"e and !b'eti7e f!r thi" "tud$ i"

T! &n!5 5hether the "i1nal i" 1!!d in their area

T! find !ut if the$ are "ati"fied and a5are !f the "er7ie" and !ffer" pr!7ided

T! re!mmend mea"ure" f!r impr!7in1 the pr!dut

L""tat"ons

The "tud$ i" re"trited !nl$ t! AIRTE9 Chennai re"p!ndent"% The 7ie5 !f their !ther

area" i" n!t ta&en%

e5 re"p!ndent" an"5er 5a" !lleted%

Re"p!ndent" !nentrated 5here the u"t!mer" !f AIRTE9 !nl$%

Sine the re"earher "eleted +> "ample "i<e it i" n!t "uffiient t! !7er !pini!n !f

entire p!pulati!n%

Time durati!n in !ndutin1 the re"earh i" 7er$ l!5%



1

CA2TE%()

%ESEA%C METODOLOG4

)51 %esearch Methodo#o*y6



1

Meth!d!l!1$ i" a 5a$ t! "$"tematiall$ "!l7e the re"earh pr!blem% It ma$ be

under"tand a" a "iene !f "tud$in1 h!5 re"earh i" d!ne "ientifiall$% Re"earh Meth!d!l!1$

i" a "tep b$ "tep "tud$ !f a pr!blem% Ph$"ial ati7itie" in7!l7ed in the "tud$ are#

De7el!pin1 the @ue"ti!nnaire re1ardin1 the u"t!mer "ati"fati!n !f the pr!dut

Optimum re"p!ndent" a" a "ample "i<e are h!"en f!r the ati7it$ t! re"emble the entire

p!pulati!n%

(et the @ue"ti!nnaire filled b$ the u"t!mer" in the plae thr!u1h inter7ie5 !r per"!nal

interati!n%

Anal$"i" !f data !n !mputer 5ith "peial mar&et re"earh "tati"tial pa&a1e alled

SPSS%

In thi" re"earh @ue"ti!nnaire i" framed in "uh a 5a$ mana1ement 5ant" t! &n!5 h!5

the u"t!mer" are ta&in1 thin1" that the$ had d!ne t! them and t! find !ut the e6petati!n !f the

u"t!mer" thu" it 5ill impat in p!li$ ma&in1 !f the firm in the urrent fi"al $ear%

The @ue"ti!nnaire de"i1ned had l!"ed @ue"ti!n t! find the re"p!ndent" atual feelin1 a"

5ell a" their !pini!n ratin1 ab!ut the "ati"fati!n re1ardin1 the pr!dut%

The meth!d!l!1$ f!ll!5ed f!r !ndutin1 the "tud$ inlude" the "peifiati!n !f re"earh

de"i1n "ample de"i1n @ue"ti!nnaire de"i1n data !lleti!n and "tati"tial t!!l" u"ed f!r

anal$<in1 the !lleted data%

%ESEA%C DESIGN6



1

The re"earh de"i1n i" the !neptual "truture 5ithin 5hih re"earh i" !nduted% It !n"titute"

the blueprint f!r the !lleti!n mea"urement and anal$"i" !f data%

Descr"pt"&e research

Thi" "tud$ i" de"ripti7e in nature 5here the data i" !lleted thr!u1h 5ell "trutured

@ue"ti!nnaire and fr!m the inf!rmati!n ta&en fr!m the u"t!mer"%

Sap#"n* Des"*nTechn"ues6

Samplin1 i" the pr!e"" !f "eletin1 a "uffiient number !f element" fr!m the p!pulati!n

"! that a "tud$ !f the "ample and an under"tandin1 !f it" pr!pertie" !r harateri"ti" 5!uld ma&e

it p!""ible f!r u" t! 1enerali<e "uh pr!pertie" !r harateri"ti" t! the p!pulati!n element"%

Samplin1 de"i1n i" t! learl$ define "et !f !b'et" tehniall$ alled the uni7er"e t! be

"tudied% The "amplin1 de"i1n u"ed in thi" "tud$ i" pr!babilit$ "amplin1% Samplin1 tehni@ue u"ed

i" Simple Rand!m "amplin1%

2opu#at"on6

P!pulati!n f!r thi" re"earh i" "et a" !"tumer" 5h! are u"in1 AIRTE9

Sap#e s"e6

The re"earh 5a" !nduted in Chennai 5ith +> re"p!ndent"%

Data Co##ect"on Methods6



1

C!lleti!n !f data inlude" b!th primar$ and "e!ndar$ data% The re"earher ha" !lleted

b!th !f the ab!7e data% The data !lleted !n"titute" b!th primar$ and "e!ndar$ data%

2r"ary data6

Primar$ datum are !lleted thr!u1h !b"er7ati!n diret !mmuniati!n 5ith re"p!ndent

and finall$ b$ di"tributin1 @ue"ti!nnaire t! the empl!$ee" u"in1 Rand!m "amplin1 tehni@ue the

empl!$ee" are "eleted t! fill the @ue"ti!nnaire%

Secondary Data

Se!ndar$ datum i" !lleted fr!m the !ffiial re!rd t! !btain inf!rmati!n:" re1ardin1

the rate !f ab"enteei"m and the 7ari!u" rea"!n" f!r ab"enteei"m%

Stat"st"ca# Too#s 3sed

The main "tati"tial t!!l" u"ed f!r the !lleti!n and anal$"e" !f data in thi"

Pr!'et are#

•

ue"ti!nnaire

• Bar Dia1ram"



1

CA2TE%(+

ANAL4SIS . INTE%2%ETATION

Ana#ys"s . Interpretat"on6



1

The re"p!n"e" !f the u"t!mer" are 7alued in thi" anal$"i" t! find the "ati"tati!n !f the

pr!dut% The perenta1e anal$"i" 1i7e" the perenta1e !f the re"p!ndent:" "ati"fati!n 5ith

re1ard" t! the 7ari!u" !mp!nent" 5hih dri7e" them t! bu$ the pr!dut

15 Ta0#e sho'"n* the op"n"on on s"*na#"n* at the"r area

re@uen$ Perenta1e 34

(!!d "i1nal *. ;*

Bad "i1nal ) .0

T!tal +> .>>

Chart sho'"n* the op"n"on on s"*na# at the"r area

Interpretat"on6

The table "h!5" that ;* !n"umer" feel that "i1nal !f AIRTE9 at their area i" 1!!d remainin1.0 !f them feel that "i1nal i" n!t 1!!d

$5 Ta0#e sho'"n* the op"n"on on custoer care ser&"ces




1

Sati"fied ,* 0;

N!t "ati"fied .> ->

Ne7er u"ed 0 .-

T!tal +> .>>

Chart sho'"n* the op"n"on on custoer care ser&"ces

Interpretat"on6

The table "h!5" that 0; !f the u"t!mer" are "ati"fied 5ith the u"t!mer are "er7ie" 5here

a" -> are n!t "ati"fied and the remainin1 .- d!e"n:t u"e u"t!mer are "er7ie" %

)5 Ta0#e sho'"n* the op"n"on on custoer care ep#oyee7s response to custoers

uest"ons




1

(!!d re"p!n"e ,+ />

Bad re"p!n"e .+ ,>

T!tal +> .>>

Chart sho'"n* the op"n"on on custoer care ep#oyee7s response to custoer7s

uest"ons

Interpretat"on6

The table "h!5" that /> !f the u"t!mer" "a$ that u"t!mer are empl!$ee" re"p!n"e i" 1!!d

remainin1 ,> "a$ that the empl!$ee" re"p!n"e 5a" bad and the$ 5ere n!t "ati"fied

+5 Ta0#e sho'"n* 'hether custoers use INTE%NET ser&"ces


U"in1 -0 0+



1

N!t u"in1 .* ,+

T!tal +> .>>

Chart sho'"n* 'hether they are us"n* INTE%NET ser&"ces

Interpretat"on6

The table "h!5" that 0+ !f the u"t!mer" u"e internet remainin1 ,+ d!n:t u"e internet

"er7ie"

,5 Ta0#e sho'"n* op"n"on on INTE%NET ser&"ces


Sati"fied -* 0>

N!t "ati"fied .0 *>

T!tal +> .>>



1

Chart sho'"n* op"n"on on INTE%NET ser&"ces

Interpretat"on6

The table "h!5" that 0> !f the u"t!mer" are "ati"fied 5ith internet "er7ie" remainin1 *> are

n!t "ati"fied 5ith internet "er7ie"


One + .-



1

T5ie / .;

M!re .* ,+

N!t e7en !ne .* ,+

T!tal +> .>>

H5 Ta0#e sho'"n* nu0er o! t"es custoers #o* "nto "nternet 2er day

Chart sho'"n* nu0er o! t"es custoers #o* "nto "nternet per day

Interpretat"on6

The table "h!5" that ,+ !f the u"t!mer" are l!1 int! internet m!re than !ne per da$.;

t5ie per da$ .- !ne per da$ and the remainin1 ,+ d! n!t u"e internet "er7ie"

5 Ta0#e sho'"n* rat"n* !or "nternet speed


+ .-



1

., ,-

) -,

, ;

.> -+

T!tal

Chart sho'"n* rat"n* !or "nternet speed

Interpretat"on6

The table "h!5" that .- rated +8"tar ,- rated *8"tar -,rated ,8"tar; u"in1 -8"tar and the

remainin1 -+rated .8"tar

J5 Table showing 2a3imum recharge %er month

re@uen$ Perenta1e

.>8.>> 0 .-

.>>8->> ./ ,*

->>8,>> ; .0



1

,>>8*>> ) .;

*>>8+>> + .>

Ab!7e +>> + .>

T!tal +> .>>

Chart sho'"n* Ma/"u rechar*e per onth

Interpretat"on6

The table "h!5" that ,* u"e .>8.>> .0u"e .>>8->> .0 u"e ->>8,>> .; u"e ,>>8*>>

.> u"e *>>8+>> and .> u"e ab!7e +>>

5 Ta0#e sho'"n* 'hether o!!ers are used 0y custoers


U"ed ,; /;

N!t u"ed .. --

T!tal +> .>>



1

Chart sho'"n* 'hether o!!ers are used 0y custoers

Interpretat"on6

The table "h!5" that /; !f the re"p!ndent u"e !ffer" 5here a" the remainin1 -- d!e"n:t u"e

15Ta0#e sho'"n* o!!ers used 0y custoers

re@uen$ Perenta1e

STD all utter .> ->

9!al all utter .. --

ISD all utter - *

Me""a1e !ffer -> *>



1

S!n1" + .>

Other" - *

T!tal +> .>>

Chart sho'"n* o!!ers used 0y custoers

Interpretat"on6The table "h!5" that -> are u"in1 STD all utter -- i" u"in1 l!al all

utter * i" u"in1 ISD all utter *> are u"in1 me""a1e !ffer .> are u"in1 "!n1" and the

remainin1 * are u"in1 !ther !ffer"

Ta0#e sho'"n* op"n"on on o!!ers used 0y custoers


Sati"fied ,+ />

N!t "ati"fied / .-

Neutral ; .0

T!tal +> .>>

Chart sho'"n* op"n"on on o!!ers used 0y custoers



1

Interpretat"on6

The table "h!5" that /> are "ati"fied 5ith !ffer" .- are n!t "ati"fied and the remainin1 .0

i" neutral

115Ta0#e sho'"n* up to date '"th current o!!ers


Up t! date -/ +*

N!t up t! date -, *0

T!tal +> .>>

Chart sho'"n* up to date '"th current o!!ers



1

Interpretat"on6

The table "h!5" that +* are up t! date 5ith !ffer" and the remainin1 *0 are n!t up t! date

1$5Ta0#e sho'"n* 'hether they used other net'or9 Connect"on other than AI%TEL


U"ed -) +;

N!t u"ed -. *-

T!tal +> .>>

Chart sho'"n* 'hether they used other net'or9 Connect"on other than AI%TEL



1

Interpretat"on6

The table "h!5" that +; u"ed !ther net5!r& !nneti!n" and the remainin1 *; did n!t u"e

1)5Ta0#e sho'"n* op"n"on on AI%TEL copared to other connect"on


Better -/ +*

N!t better -, *0

T!tal +> .>>

Chart sho'"n* op"n"on on AI%TEL copared to other connect"on



1

Interpretat"on6

The table "h!5" that +* feel that AIRTE9 i" better !mpared t! !ther net5!r& !nneti!n

5here a" the !ther *0 feel the !pp!"ite

CA2TE%(,

FINDINGS- S3GGESSTIONS . CONCL3SION



1

FINDINGS6

Thi" hapter deal" 5ith the ma'!r findin1" !f the "tud$ 5hih are a" f!ll!5

M!"t pe!ple fell that AIRTE9 "i1nal i" 1!!d

Onl$ half !f the pe!ple are "ati"fied 5ith the u"t!mer are "er7ie"

,> !f the pe!ple are n!t "ati"fied 5ith the u"t!mer are empl!$ee" re"p!n"e

M!re than half !f the pe!ple are "ati"fied 5ith the Internet "er7ie"

Onl$ 7er$ fe5 pe!ple "a$ that Internet "peed i" hi1h



1

A 7er$ lar1e number !f pe!ple 1et .>>8->> rehar1e per m!nth

M!"t pe!ple 5ere a5are !f the !ffer" pr!7ided and man$ !f them are u"in1 m!re

than !ne !ffer and m!"t !f them are "ati"fied 5ith the !ffer"%

In the !ffer" pr!7ided m!"t !f them are u"in1 me""a1e !ffer in !mbinati!n 5ith

!ther !ffer

Up t! half !f the pe!ple had u"ed !nneti!n" !ther than AIRTE9

But m!"t !f the pe!ple find that AIRTE9 i" better than !ther net5!r&

S3GGESTIONS

The main !b'eti7e !f e7er$ anal$"i" i" t! find 5hether the u"t!mer" are "ati"fied 5ith

the "er7ie" pr!7ided% !ll!5in1 are "!me !f the "u11e"ti!n" 1i7en f!r the impr!7ement !f the pr!dut and "er7ie"

M!"t the pe!ple are "ati"fied 5ith the !ffer" pr!7ided but "till "!me !f them

"u11e"ted the f!ll!5in1 f!r betterment

8 9!al and STD rate" "h!uld be "la"hed d!5n further



1

8 . pai"a per min !ffer "h!uld be intr!dued

8 Cu"t!mer" feel that !mpared t! !ther net5!r& "er7ie" !ffer" pr!7ided are le""

8 M!re "la"h in ISD rate"

Re1ardin1 the internet !nneti!n u"t!mer" feel that the 5irele"" m!dem

pr!7ided "h!uld be !f m!re "peed i%e% the$ 5ant it t! be a" "peed a" the landline

m!dem

E7en th!u1h man$ pe!ple are "ati"fied 5ith the Net5!r& ran1e but pe!ple fr!m

rem!te area" !f Chennai 5ant impr!7ement in the net5!r& !nneti!n

Cu"t!mer" "u11e"ted t! impr!7e the u"t!mer are "er7ie" and the re"p!n"e

1i7en b$ the u"t!mer are empl!$ee" "h!uld be impr!7ed

S!me "u11e"ted that the dialer tune "er7ie" "h!uld be inrea"ed

CONCL3SION6

In the !nlude n!te !f m$ re"earh I am !nfident t! "a$ that the "tud$ 1a7e an

!pp!rtunit$ t! anal$<e 7ari!u" fat!r" re1ardin1 u"t!mer "ati"fati!n%The "ample "i<e i" 7er$ l!5 "! it i" 7er$ diffiult !nludin1 it b$ "a$in1 that it i" the

7ie5 !f 5h!le p!pulati!n%The time pr!7ided f!r the re"earh i" le""% I ha7e under"t!!d h!5 a re"earh "tud$ i" t! be !nduted and prepare a !mprehen"i7e

rep!rt% S! !n and "! f!rth the "tud$ ha" 1i7en me a l!t !f e6p!"ure li&e meetin1 and tal&in1 5ith

different pe!ple%



1

ANNE<3%E

uestionnaire

AI%TEL (( C3STOME% SATISFACTION

.% Name#

-% Se6 # emale Male

,% A1e # .+8-+ -+8,+ ,+8*+ *+8++ ++80+ Ab!7e 0+



1

*% Addre""# VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV

VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV

+% Pr!fe""i!n# Student Bu"ine"" P7t%empl!$ee (7t%empl!$ee

!ther"

0% I" AIRTE9:" "i1nal at $!ur area i" 1!!d

Ye" N!

/% Are $!u "ati"fied 5ith !ur u"t!mer are "er7ie"

Sati"fied N!t "ati"fied Ne7er u"ed

;% D!e" !ur u"t!mer are empl!$ee" re"p!nd 5ell f!r $!ur @ue"ti!n"

(!!d re"p!n"e Bad re"p!n"e Ne7er u"ed

)% D! $!u u"e Internet "er7ie"

Ye" N! d!n:t &n!5 that internet !nneti!n 5a" there

If $e" are $!u "ati"fied 5ith internet "er7ie"# Ye" N!

.>% G!5 man$ time" d! $!u l!1in t! internet per da$

One t5ie m!re n!t e7en !ne

..% Rate the internet "peed

.-% Ma6imum rehar1e per m!nth

.>8.>> .>>8->> ->>8,>> ,>>8*>> *>>8+>> Ab!7e +>>



1

.,% Are $!u u"in1 an$ !ffer"

Ye" N!

If $e" mar& the !ffer" $!u are u"in1 n!5

STD all utter 9!al all utter ISD all utter

Me""a1e !ffer S!n1" !ther"

.*% Are $!u "ati"fied 5ith the !ffer"

Sati"fied N!t "ati"fied Ne7er u"ed

.+% Are $!u update 5ith urrent !ffer"

Ye" N!

.0% Did $!u u"e an$ !ther net5!r& !nneti!n !ther than AIRTE9

Ye" N!

./% D! $!u feel AIRTE9 i" better than an$ !ther !nneti!n"

Better N!t better

.;% An$ "u11e"ti!n"#VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV

BIBLIOG%A24



1

B"0#"o*raphy

We0 s"tes6

555%5i&ipedia%!m

http#??mana1ementhelp%!r1?u"t!mer?"ati"f$%htm

http#??airtelbr!adband%in?5p"?5m?!nnet?airtel%in?airtel%in?G!me

http#??555%u"t!mer"ati"fati!n%!m?

http://www.wikipedia.com/

http://managementhelp.org/customer/satisfy.htm

http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home

http://www.customersatisfaction.com/

http://www.wikipedia.com/

http://managementhelp.org/customer/satisfy.htm

http://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Home

http://www.customersatisfaction.com/



http#??555%mar&!"5eb%!m?555?airtel%in?

http#??555%.>>>7enture"%!m?bu"ine""V1uide?r!""uttin1"?u"t!merV"ati"fati!n%html

http://www.markosweb.com/www/airtel.in/

http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html

http://www.markosweb.com/www/airtel.in/

http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html

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