Upload
channabasappa-m-kollari
View
228
Download
0
Embed Size (px)
Citation preview
8/2/2019 BRM (Airtel Satisfaction)
1/48
1BUSINESS RESEARCH METHODS
Project Report
On
Customer Satisfaction on Bharti Airtel
By
GOVINDARAJU.B
(1DS10MBA18)
TO
Dr.Lakshmi Jagannathan
HOD
DEPARTMENT OF MANAGEMENT STUDIES
DAYANANDA SAGAR COLLEGE OF ENGINEERING
8/2/2019 BRM (Airtel Satisfaction)
2/48
2BUSINESS RESEARCH METHODS
TABLE OF CONTENTS
CHAPTER
NO.
CONTENTS PAGE
NO.
1 INTRODUCTION 4
1.1 OVERVIEW OF THE RESEARCH 6
1.2 OBJECTIVES OF THE RESEARCH 8
1.3 SCOPE OF THE RESEARCH 8
1.4 LIMITATIONS OF RESEARCH 9
1.5 RESEARCH METHODOLOGY 9
1.1.1 TYPE OF RESEARCH 10
1.1.2 SAMPLING 10
1.1.3 RESPONDENTS PROFILE
1.1.4 DATA COLLECTION 10
2 REVIEW OF LITERATURE 11
3 DATA ANALYSIS AND
INTERPRETAION
14
4 FINDINGS & SUGGESTIONS 43
5 CONCLUSION 45
6 BIBILIOGRAPHY 46
7 ANNEXURES 47
8/2/2019 BRM (Airtel Satisfaction)
3/48
3BUSINESS RESEARCH METHODS
SLNO:
TABLE AND FIGURE SHOWING THEANALYSIS OF COST MANAGEMENT
PAGE NO
3.1 Frequency table for question 01 14
3.2 Frequency table for question 02 153.3 Frequency table for question 03 16
3.4 Frequency table for question 04 17
3.5 Frequency table for question 05 18
3.6 Frequency table for question 06 19
3.7 Frequency table for question 07 20
3.8 Frequency table for question 08 21
3.9 Frequency table for question 09 22
3.10 Frequency table for question 10 23
3.11 Frequency table for question 11 24
3.12 Frequency table for question 12 25
3.13 Frequency table for question 13 26
3.14 Frequency table for question 14 27
3.15 Frequency table for question 15 28
3.16 Frequency table for question 16 29
3.17 Frequency table for question 17 30
3.18 Frequency table for question 18 31
3.19 Cross tabulationExpectations & gender 32
3.20 Cross tabulation- network & income 34
3.21 AnovaGender 36
3.22 AnovaIncome 37
3.23 Correlation b/w customer service & gender 38
3.24 Correlation b/w network & income 38
3.25 Regression b/w Expectations & gender 39
3.26 T-test b/w portability & gender 40
3.27 T-test b/w Documentation & income 41
3.28 Hypothesis 42
8/2/2019 BRM (Airtel Satisfaction)
4/48
4BUSINESS RESEARCH METHODS
CHAPTER-1
INTRODUCTION
Theoretical Background of the Topic
1.1 Customer satisfaction
1.1.1 According to Philip kotler, satisfaction is a persons feeling of pressure or disappointment resulting
from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction
is the level of persons felt state resulting from comparing a products perceived performance (outcome) in
relation to the persons expectations.This satisfaction level is a function of difference between perceived performance and expectations. If the
products performance, exceed expectation the customer highly satisfied or delighted. If the performance
matches the expectations the customer is satisfied. If the products performance fall shorts of expectations the
customer is dissatisfied.
1. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy
to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with
brand.
2. Variety of factors that affect customer satisfaction includes product quality, product availability and aftersales support such as warranties and services. Customer satisfaction is seen as a proof of delivering a quality
product or service. It is believed that customer satisfaction brings sales growth, and market share. A
company can always increase customer satisfaction by lowering its price or increasing its services but this
may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.
3. India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of
change in the market place, which has expanded vastly and become fiercely competitive. In the changed
environment, decision makers view the marketing concept as the key to success. Marketing in practice has to
manage products, pricing, promotion and distribution.
4. A successful product can be developed by exploding these opportunities. While delivering the value of the
consumer we make use of marketing support. This support is based on the knowledge of consumers and
distribution. Marketing support both at the introduction of products and maturing is considered 5Marketing,
as suggested by the American Marketing Association is "an organizational function and a set of processes
for creating, communicating and delivering value to
8/2/2019 BRM (Airtel Satisfaction)
5/48
5BUSINESS RESEARCH METHODS
1.1.1 Method to Measure Customer Satisfaction
Companies use the following methods to measure customer satisfaction.
1) Complaints and suggestion system: companies obtaining complaints through their customer service
centres, and further suggestions were given by customers to satisfy their desires.
2) Customer satisfaction surveys
Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send
questionnaires to random sample of their customers to find out how they feel about various aspects of the
companys performance and also solicit views on their competitors performance. It is useful to measure the
customers willingness to recommend the company and brand to other persons.
3) Lost Customer Analysis.
Companies should contact customers who have stopped buying or who have switched to another supplier to
learn why this happened.
4) Consumer Behavior Vs Consumption Behavior
Consumer behavior refers to the manner in which an individual reaches decision related to the selection,
purchases and use of goods and services. Walters and Paul says that, consumer behavior is the process
whereby the individuals decide what, when, how and from whom to purchase goods & services.
1.1.2 Introduction of Bharti Airtel
Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is India's largest and world's third
largest cellular service provider with more than 82 million subscribers as of December 2008. It also offers
fixed line services and broadband services.
SingTel owns over 30% of the Bharti Telecom. Vodafone is also a shareholder of Airtel with 4% of the
shares. Thus making it a sister company of the brand
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-Martfor the cash & carry business. It has successfully launched an international venture with EL Rothschild
Group to export fresh agric - products exclusively to markets in Europe and USA and has launched Bharti
AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and
wealth management.
Airtel comes to you from Bharti Airtel Limited, Indias 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 (SBUs) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The
mobile business provides mobile & fixed wireless services using GSM...
8/2/2019 BRM (Airtel Satisfaction)
6/48
6BUSINESS RESEARCH METHODS
1.1.3 Evolution of company
Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability under the
Companies Act, for promoting telecommunications services. Bharti Tele-Ventures received certificate for
commencement of business on January 18, 1996. The Company was initially formed as a wholly-owned
subsidiary of Bharti Telecom Limited. The chronology of events since Bharti Tele-Ventures was
incorporated in 1995 is as follows:
YEAR
1995 Bharti Cellular launched cellular services'AirTel'in Delhi
1996 Bharti Telenet launched cellular services in Himachal Pradesh
1997 British Telecom acquired a 21.05% equity interest in BhartiCellular
1998 Bharti Telecom and British Telecom formed a 51% : 49% jointventure,Bharti BT Internet for providing Internet services
1999 Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SCCellular Holdings) acquired an effective 32.36% equity interest inBharti Mobile (formerly JT Mobiles), the cellular services providerIn Karnataka and Andhra Pradesh circles
2000 Bharti Tele-Ventures acquired a 30.2% equity interest of TelecomItalia in Bharti Telenet and 18.8% from Bharti Telecom
2001 Bharti Tele-Ventures issued additional equity for approximatelyUS$ 481.30 million to SingTel, Warburg Pincus, AIF group, IFC, NYLIF,And See jay Cellular and Bharti Telecom
2002 Shares listed on BSE, NSE and DSE, opens at 11% premium to itsissue price of Rs 45
2003 Airtel provides SMS cricket updatesAirtel Subscribers exceed 3 million markAirtel unveils RAD system
2004 Airtel announces the signing of the first-ever bilateral roamingagreement between an Indian mobile service provider and itscounterpart in Pakistan
2005 Airtel launches video services for its GPRS customers on February22, 2005Airtel unveils new TV ad featuring Sachin, SharukhBharti Tele-Ventures launches telecom network in Andaman & NicobarBTVL unveil fixed line, broadband services
2006 Airtel unveils Re 1 STD plansAirtel launches NetXpert.
Airtel launches Post2Pre recharging service on April 04,2006.Airtel sets up customer centre
8/2/2019 BRM (Airtel Satisfaction)
7/48
7BUSINESS RESEARCH METHODS
2007 Bharti Airtel on Feb 11, has been awarded QCI-DL Shah National AwardOn Economics of Quality.Bharti Airtel Ltd on April 01, 2007, has announced the reduction inInternational Long Distance Tariffs (ISD) for all its mobilecustomers in India
2008 Bharti Airtel Ltd on February 13, 2008 has announced that it hasachieved the 60 million customer mark
2009 Bharti Airtel - Airtel and mChek announce milestone of One MillionUsers; introduce a broad range of new mCommerce services.
2010 Bharti Airtel submitted its bid for 3G spectrum, the auction forWhich starts from April 9Bharti Airtel, India's No.1 cellular carrier has won broadbandSpectrum in four circles.
1.1.4 History of Indian Telecommunications
History of INDIAN Telecommunications
1851 First operational lines were laid by government near Calcutta.
1881 Telephone service introduced in INDIA.
1883 Merger with the Postal system.
1923 Formation of Indian Radio Telegraph Company (IRT).
1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC).
1947 Nationalization of all Foreign Telecommunications companies to form thePosts, Telephone and Telegraph (PTT), a monopoly run by the governmentsMinistry of communication.
1985 Department of Telecommunications (DOT) established, an exclusiveProvider of domestic and long distance service that would be its own regulator
(Separate from the postal system).
1986 Conversion of DOT into two wholly governmentowned companies:a) Videsh Sanchar Nigam Limited VSNL for international telecommunicationsb) Mahanagar telephone Nigam Limited for service in Metropolitan cities.
1997 Telecom Regulatory Authority of India created.
1999 Cellular services are launched in India. New National Telecom policy is adopted.
2000+DoT becomes a corporation BSNL, CAGR of around 75%, FDI: 74% (2005).
2007-09worlds lowest call rates, fastest growth in number of subscribers, fastest sale of million mobiles inweek, world's cheapest mobile and most affordable colour phones.
8/2/2019 BRM (Airtel Satisfaction)
8/48
8BUSINESS RESEARCH METHODS
1.2 Research Objectives
This project aims at studying present market scenario. The company wants capture the market studyconcerns with evaluating fast developing area. So service providers were taken to measure the customersatisfaction.
1. To study the customer satisfaction towards airtel mobile providers
2. To study and identify how the customers are benefited
3. To evaluate the major service provider satisfied the customer
4. To assess the needs, requirements and expectations of the customers in order to their Customersatisfaction level
5. To know the attitude, enthusiasm regarding the service provided to customers
6. To understand the performance of brand in the market on various parameters like Product quality,
performance of the customer relationship officer (CRO) service Quality, range and selection of productsavailable.
7. Service providers in the market which are not reaching the customer
1.3 Scope of study
1. The scope is limited Bangalore region only
2. Mainly targeted on college students
3. The Airtel service provider base is ever increasing. The user Profile is also constantly changing. In this
context, Airtel service providers Have focused on offerings that include coverage (Places networked)
Connectivity (Strength of signal). Price & value added service.
8/2/2019 BRM (Airtel Satisfaction)
9/48
9BUSINESS RESEARCH METHODS
1.4 Limitations of study
Carrying the survey was a general learning experience for us but we also faced some problems, which are
listed here:
1. The market of Bharti airtel is too vast and it is not possible to cover each and every dealer, manufacturer
and seller in the available short span of time.
2. Generally the respondents were busy in their work and were not interested in responding rightly.
3. Respondents were reluctant to discover complete and correct information about themselves and their
organization.
4. Most respondents were not maintaining proper knowledge of various services provided by their company,
so they were unable to provide exact information.
5. Most of the respondents dont want to disclose the information about the various other companies which
they have experienced before.
6. Some of the respondents were using the service first time of their company and they were not able to
properly differentiate among their product.
7. Due to human behavior information may be biased.
1.5 Research Methodology
1.5.1 Sources of Data
The study undertaken there to be mainly based on the primary data i.e. structured questionnaire
is designed. The study also contains secondary data i.e. data from authenticated websites andjournals for
the latest updates just to gain an insight for the views of various experts.
1.5.2 METHODOLOGY & PRESENTATION OF DATA
The data collected is then coded in the tables to make the things presentable and more effective.
The results are shown by tables which will help me out in easy and effective presentation and hence results
are being obtained.
8/2/2019 BRM (Airtel Satisfaction)
10/48
10BUSINESS RESEARCH METHODS
1.5.3 TOOLS AND TECHNIQUES USED FOR ANALYSIS
In this study the technique used for interpreting the results is using various statistical tolls test. It is used as
because sample size is less than 100.
1.5.4 Sampling Design
RESEARCH DESIGN
The design for this study is Descriptive and Random sampling.
1.5.5 COLLECTION METHOD
DATA COLLECTION
The data is collected randomly irrespective of the category of the people in the form of questionnaire
and the sample size is less than 100 respondents. Because it is a pilot study and due to time constraint the
sample size is small.
1.5.6 Research Definition
The word research is derived from the Latin word meaning to know. It is a systematic and a replicable
process, which identifies and defines problems, within specified boundaries. It employs well-designed
method to collect the data and analyses the results. It disseminates the findings to contribute to generalize
able knowledge.
The main characteristics of research presented below are:
Systematic problem solving which identifies variables and tests relationships between them,
Collecting, organizing and evaluating data.
Logical, so procedures can be duplicated or understood by others
Empirical, so decisions are based on
Reductive, so it investigates a small sample which can be generalized to a larger
Population
Replicable
8/2/2019 BRM (Airtel Satisfaction)
11/48
11BUSINESS RESEARCH METHODS
`
CHAPTER-2
REVIEW OF LITERATURE
2.1. Robins (2008) this paper is about marketing the next generation of mobile telephones.
The study is about third generation of cell phone technology, what is usually known as 3G for short. There
are various issues about that new innovative. One is how to price 3G handsets and services at a level which
will enable telephone operating companies to recoup the high prices they have already paid to governments
for operating licenses. Second the technology is not yet complete, there are no agreed international standards
and companies do not yet know what new services the technology will prove capable of delivering
effectively. All variants of 3G remain dependent on largely unproven technology. Marketing 3G is going to
be about services which are new and in many cases, yet to be designed. At the same time, it will involve
services which can also be obtained by computer and other means. It follows that the marketing task will be
high risk. First, 3G has no obviously unique selling proposition to build on except, perhaps, the combination
of live video and easy portability. Second, the potential customers have not yet had adequate opportunity to
signal their service likes and dislikes. Third, the cost and complexity of service provision leave doubt about
the markets reaction to price.
2.2 Debnath (2008)
This study explain that the prime focus of the service providers is to create a loyal customer base by
benchmarking their performances and retaining existing customers in order to benefit from their loyalty.
With the commencement of the economic liberalization in 1991, and with a view to expand and improve
telecom infrastructure through the participation of the private sector, the Government of India permitted
foreign companies holding 51 percent equity stake in joint ventures to manufacture telecom equipment in
India. The Indian Government has announced a new policy, which allows private firms to provide basic
telephone services. There had been a monopoly of the state-owned department of telecommunications.
However, several companies are expected to benefit from the policy change.
2.3. Bhatt (2008),
In his study titled A Study of Mobile Phone Usage Among the Post Graduate Students analyzed that it
is important for mobile carriers, service providers, content developers, equipment manufacturers, as well as
for parents and young people alike that the key characteristics of mobile technology is well understood so
that the risks associated with its potentially damaging or disruptive aspects can be mitigated. This paper has
tried to compare the usage difference by gender with respect to the difference manufacturing and serviceprovider companies.
8/2/2019 BRM (Airtel Satisfaction)
12/48
12BUSINESS RESEARCH METHODS
2.4. Chris (2003)
Has analyzed Telecom advertising in print media. This research attempted to investigate why Telecom
theme are used in advertisement, and the motives that lead companies and advertisers to use sport celebrities
and sport concept in advertisements. From study it has been revealed that the appearance of sport celebrities
in advertising endorsement occurred more often in Telecom magazines than in other magazines, because
their target group is more acquainted with athletes. The sport celebrities that dominated each printed media
are related with their target group characteristics.
2.5. Kalpana and Chinnadurai (2006)
In their study titled Promotional Strategies of Cellular Services: A Customer Perspective analyzed
that the increasing competition and changing taste and preferences of the customers all over the world are
forcing companies to change their targeting strategies. The study revealed the customer attitude and their
satisfaction towards the cellular services in Coimbatore city. It was found that advertisement play a
dominant role in influencing the customers but most of the customers are of opinion that promotional
strategies of cellular companies are more sale oriented rather than customer oriented.
2.6. Bismut (2006)
In his study titled Competition in European Telecom Markets analyzed that in recent years the
European telecommunications market has witnessed major developments, with rapid expansion in access to
telecommunications networks and a surge in the number of available services and applications. While many
factors have contributed to the transformation of the telecommunications industry, competition has played a
key role in driving telecom players to invest in new technologies, to innovate and to offer new services.
2.7. Fernandez (2007)
In their study titled Understanding Dynamics in an Evolving Industry: Case of Mobile VAS in India
analyzed that Mobile Value Added Services (VAS) is a rising star in the fast growing wireless business. In
the paper, attempt is made at understanding the strategic dynamics of the evolving environment within
which the Indian players are operating, the challenges and structure of the same. Our literature and industry
review indicates that - while the value chain of industry is complicated yet one can observe the bipolar
nature of bargaining powers between mobile network operators and content aggregators.
8/2/2019 BRM (Airtel Satisfaction)
13/48
13BUSINESS RESEARCH METHODS
2.8. Seth et al (2008),
In their study titled Managing the Customer Perceived Service Quality for Cellular Mobile
Telephone: an Empirical Investigation analyzed that there is relative importance of service quality
attributes and showed that responsiveness is the most importance dimension followed by reliability,
customer perceived network quality, assurance, convenience, empathy and tangibles. This would enable the
service providers to focus their resources in the areas of importance. The research resulted in the
development of a reliable and valid instrument for assessing customer perceived service quality for cellular
mobile services.
2.9. Kumar (2008),
In their study titled Customer Satisfaction and Discontentment Vis-a- Vis BSNL Landline Service: A
Study analyzed that at present, services marketing plays a major role in the national economy. In the
service sector, telecom industry is the most active and attractive. Though the telecom industry is growing
rapidly, India's telecom density is less than the world's average telecom density as most of India's market is
yet to be covered. This attracts private operators to enter into the Indian telecom industry, which makes the
Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the market.
2.10. Fredric (2008)
Analyzed the importance ofyield management and discrimination pricing in telecommunication sector.
Yield management is the process of allocating the right type of capacity or inventory unit to the right kind of
customer at the right rice so as to maximize revenue or yield. Yield management and dynamic pricing
strategies could be usefully applied to preserve and increase profitability. Yield management techniques can
help telecom operators and similar companies to optimize the benefits they can derive from a subtle
management of information networks and partnerships. However, such an approach is more difficult to
implement in the telecommunications industry than in the airlines sector because of the difficulty to control
(and sometimes to refuse) network access to customers.
2.11. Jha (2008),
In his study analyzed that it is the youth which is the real growth driver of the telecom industry in
India. Considering this fact, the paper is an attempt to give a snapshot of how frequently young people use
their mobile phones for several embodied functions of the cell phones. Data was collected from a sample of
208 mobile phone owners, aged between 20 and 29. The study sheds light on how gender, monthly voucher
amount and years of owning mobile phones influence the usage pattern of this device. Findings of the studywould be helpful for the telecom service providers and handset manufacturers to formulate a marketing
strategy for different market segments.
8/2/2019 BRM (Airtel Satisfaction)
14/48
14BUSINESS RESEARCH METHODS
CHAPTER-3
Data Analysis and Interpretation
SIMPLE TABULATION
Frequencies:
Statistics
Q1
N Valid 89
Missing 0
Please rate AIRTEL Customer service overall
Frequency Percent Valid Percent Cumulative Percent
Valid Excellent 21 23.6 23.6 23.6
Good 49 55.1 55.1 78.7
Average 15 16.9 16.9 95.5
Fair 4 4.5 4.5 100.0
Total 89 100.0 100.0
Table-3.1
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents have feel of customer service to their mobile services good i.e. frequency 49, percent 55.1.
8/2/2019 BRM (Airtel Satisfaction)
15/48
15BUSINESS RESEARCH METHODS
Statistics
Q2
N Valid 89
Missing 0
Please rate AIRTEL technical product training overall
Frequency Percent Valid Percent Cumulative Percent
Valid 1 11 12.4 12.4 12.4
2 40 44.9 44.9 57.3
3 31 34.8 34.8 92.1
4 7 7.9 7.9 100.0
Total 89 100.0 100.0
Table-3.2
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents would like recommend technical product training courses is good i.e. frequency 40, percent
44.9
8/2/2019 BRM (Airtel Satisfaction)
16/48
16BUSINESS RESEARCH METHODS
Statistics
Q3
N Valid 89
Missing 0
Please rate AIRTEL Documentation overall
Frequency Percent Valid Percent Cumulative
Percent
Valid 1 20 22.5 22.5 22.5
2 36 40.4 40.4 62.9
3 25 28.1 28.1 91.0
4 7 7.9 7.9 98.9
5 1 1.1 1.1 100.0
Total 89 100.0 100.0Table-3.3
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents good that documentation of airtel is good i.e. frequency 36, percent 40.4
8/2/2019 BRM (Airtel Satisfaction)
17/48
17BUSINESS RESEARCH METHODS
Statistics
Q4a
N Valid 89
Missing 0
What did you like & dislike most about AIRTEL customer service (RANK 1)
Frequency Percent Valid Percent Cumulative Percent
Valid 1 37 41.6 41.6 41.6
2 31 34.8 34.8 76.4
3 11 12.4 12.4 88.8
4 10 11.2 11.2 100.0
Total 89 100.0 100.0
Table-3.4
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents prefer support of the bharti airtel services with frequency 37 and percent 41.6
8/2/2019 BRM (Airtel Satisfaction)
18/48
18BUSINESS RESEARCH METHODS
Statistics
Q4b
N Valid 89
Missing 0
What did you like & dislike most about AIRTEL customer service (RANK 2)
Frequency Percent Valid Percent Cumulative Percent
Valid 1 7 7.9 7.9 7.9
2 13 14.6 14.6 22.5
3 38 42.7 42.7 65.24 31 34.8 34.8 100.0
Total 89 100.0 100.0
Table.3.5
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents prefer rank2 as documentation of the bharti airtel with frequency 38 and percent is 42.7
8/2/2019 BRM (Airtel Satisfaction)
19/48
19BUSINESS RESEARCH METHODS
Statistics
Q4c
N Valid 89
Missing 0
What did you like & dislike most about AIRTEL customer service (RANK 3)
Frequency Percent Valid Percent Cumulative Percent
Valid 1 4 4.5 4.5 4.5
2 20 22.5 22.5 27.0
3 29 32.6 32.6 59.6
4 36 40.4 40.4 100.0
Total 89 100.0 100.0
Table.3.6
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents are prefer rank 3 as service of the bharti airtel company with frequency 36 and percent 40.4
8/2/2019 BRM (Airtel Satisfaction)
20/48
20BUSINESS RESEARCH METHODS
Statistics
Q4d
N Valid 89
Missing 0
What did you like & dislike most about AIRTEL customer service (RANK 4)
Frequency Percent Valid Percent Cumulative Percent
Valid 1 41 46.1 46.1 46.1
2 25 28.1 28.1 74.2
3 11 12.4 12.4 86.5
4 12 13.5 13.5 100.0
Total 89 100.0 100.0
Table.3.7
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents are prefer rank 4 as support of the customer care of bharti airtel with the frequency of 41 and
percent 46.1
8/2/2019 BRM (Airtel Satisfaction)
21/48
21BUSINESS RESEARCH METHODS
Q5 Statistics
N Valid 89
Missin
g
0
How often does AIRTEL customer service exceed expectations
Frequency Percent Valid Percent Cumulative Percent
Valid 1 14 15.7 15.7 15.7
2 43 48.3 48.3 64.0
3 21 23.6 23.6 87.64 7 7.9 7.9 95.5
5 4 4.5 4.5 100.0
Total 89 100.0 100.0
Table.3.8
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents would like bharti airtel customer service exceed expectations is frequently With frequency 43
and percent 48.3.
8/2/2019 BRM (Airtel Satisfaction)
22/48
22BUSINESS RESEARCH METHODS
Statistics
Q6
N Valid 89
Missing 0
To what extent does AIRTEL customer service exceed expectations
Frequency Percent Valid Percent Cumulative Percent
Valid 1 15 16.9 16.9 16.9
2 36 40.4 40.4 57.3
3 22 24.7 24.7 82.0
4 12 13.5 13.5 95.55 4 4.5 4.5 100.0
Total 89 100.0 100.0
Table.3.9
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents is givebharti airtel expectations togreat extent with frequency of 36 and the percent of 40.4
8/2/2019 BRM (Airtel Satisfaction)
23/48
23BUSINESS RESEARCH METHODS
Statistics
Q7
N Valid 89
Missing 0
How likely would you be to recommend AIRTEL customer service to a friend or colleague
Frequency Percent Valid Percent Cumulative Percent
Valid 1 18 20.2 20.2 20.2
2 50 56.2 56.2 76.4
3 12 13.5 13.5 89.9
4 7 7.9 7.9 97.8
5 2 2.2 2.2 100.0
Total 89 100.0 100.0
Table.3.10
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number of
respondents is recommend bharti airtel customer service to a friend or colleague likely with frequency 50
and the percent 56.2
8/2/2019 BRM (Airtel Satisfaction)
24/48
24BUSINESS RESEARCH METHODS
Statistics
Q8
N Valid 89
Missing 0
How satisfied are you with network
Frequency Percent Valid Percent Cumulative Percent
Valid 1 20 22.5 22.5 22.5
2 51 57.3 57.3 79.8
3 13 14.6 14.6 94.4
4 2 2.2 2.2 96.6
5 3 3.4 3.4 100.0
Total 89 100.0 100.0
Table.3.11
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number
respondents is satisfied with the network of the bharti airtel would like to recommend satisfied with
frequency 51 and percent 57.3
8/2/2019 BRM (Airtel Satisfaction)
25/48
8/2/2019 BRM (Airtel Satisfaction)
26/48
26BUSINESS RESEARCH METHODS
Statistics
Q10
N Valid 89
Missing 0
Would you like to use the option of AIRTELS portability service
Frequency Percent Valid Percent Cumulative Percent
Valid 1 11 12.4 12.4 12.4
2 41 46.1 46.1 58.43 15 16.9 16.9 75.3
4 8 9.0 9.0 84.3
5 14 15.7 15.7 100.0
Total 89 100.0 100.0
Table.3.13
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number
respondents is recommend the portability services of bharti airtel likely with frequency of 41 and the
percent is 46.1
8/2/2019 BRM (Airtel Satisfaction)
27/48
27BUSINESS RESEARCH METHODS
Statistics
Q11
N Valid 89
Missing 0
AIRTEL provides good call rate service
Frequency Percent Valid Percent Cumulative Percent
Valid 1 16 18.0 18.0 18.0
2 43 48.3 48.3 66.3
3 17 19.1 19.1 85.44 10 11.2 11.2 96.6
5 3 3.4 3.4 100.0
Total 89 100.0 100.0
Table.3.14
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number
respondents is recommend the call rate services of the bharti airtel agree with the frequency of 43 and the
percent is 48.3
8/2/2019 BRM (Airtel Satisfaction)
28/48
28BUSINESS RESEARCH METHODS
Statistics
Q12
N Valid 89
Missing 0
How satisfied are you with AIRTEL internet service
Frequency Percent Valid Percent Cumulative Percent
Valid 1 22 24.7 24.7 24.7
2 42 47.2 47.2 71.93 19 21.3 21.3 93.3
4 3 3.4 3.4 96.6
5 3 3.4 3.4 100.0
Total 89 100.0 100.0
Table.3.15
Interpretation:
The above table and graph shows the number of respondents with their respective responses for the
question. The table shows frequency with percentage and cumulative percent. It is clear that more number
respondents is clearly says satisfied with the bharti airtel internet services with frequency is 42 and the
percent is 47.2
8/2/2019 BRM (Airtel Satisfaction)
29/48
29BUSINESS RESEARCH METHODS
Statistics
Q13
N Valid 89
Missing 0
Occupation
Frequency Percent Valid Percent Cumulative Percent
Valid 1 52 58.4 58.4 58.4
2 26 29.2 29.2 87.6
3 11 12.4 12.4 100.0
Total 89 100.0 100.0
Table.3.16
Interpretation:
The above table and graph shows the number of respondents with their respective responses for thequestion. The table shows frequency with percentage and cumulative percent. It is clear that numberrespondents under business, occupation are 15 percent difference in frequency i.e. 26, 11 respectively. Butrespondents under student are more it can say this group is dominating the other two, with a frequency
value of 52 and percent is 58.4 which is almost twice value than other two.
8/2/2019 BRM (Airtel Satisfaction)
30/48
30BUSINESS RESEARCH METHODS
Statistics
Q14
N Valid 89
Missing 0
Gender
Frequency Percent Valid Percent Cumulative Percent
Valid 0 37 41.6 41.6 41.6
1 52 58.4 58.4 100.0Total 89 100.0 100.0
Table.3.17
Interpretation:
From the above figure and table it is clear that respondents are more under male i.e.
frequency of 52, percent is 58.4. And female are 37, percent is 41.6.
8/2/2019 BRM (Airtel Satisfaction)
31/48
31BUSINESS RESEARCH METHODS
Statistics
Q15
N Valid 89
Missing 0
Income
Frequency Percent Valid Percent Cumulative Percent
Valid 1 51 57.3 57.3 57.3
2 20 22.5 22.5 79.8
3 14 15.7 15.7 95.54 4 4.5 4.5 100.0
Total 89 100.0 100.0
Table.3.18
Interpretation:
From the above table and graph shows it is clear that the income level of the respondents
8/2/2019 BRM (Airtel Satisfaction)
32/48
32BUSINESS RESEARCH METHODS
3.2 CrossTabulation
Chi Square Test
Customer service exceed expectations v/s Gender
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Expectations*gender 89 100.0% 0 .0% 89 100.0%
Expectations * gender Cross tabulation
Count
Gender Total
female Male
expectations to very great extent 5 10 15
to great extent 13 23 36to some extent 12 10 22
to little extent 6 6 12
to very little extent 1 3 4
Total 37 52 89
Chi-Square Tests
Value Df Asymp. Sig. (2-
sided)Pearson Chi-Square 3.189a 4 .527
Likelihood Ratio 3.202 4 .525
Linear-by-Linear Association .691 1 .406
N of Valid Cases 89
a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 1.66.
Table.3.19
8/2/2019 BRM (Airtel Satisfaction)
33/48
33BUSINESS RESEARCH METHODS
Interpretation:
The above table and chart shows cross tabulation of personal and gender reveals that Males have feel
customer service exceed expectations to great extent which higher than female and the chi-square value is
3.189 and the livelihood ratio value is 3.202.
8/2/2019 BRM (Airtel Satisfaction)
34/48
34BUSINESS RESEARCH METHODS
Cross tabulation of network and income
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Network* income 89 100.0% 0 .0% 89 100.0%
Network and income Cross tabulation
Count
Income Total
40000
network very satisfied 11 7 2 0 20
Satisfied 30 9 9 3 51
Neutral 7 3 2 1 13
dissatisfied 1 0 1 0 2
very dissatisfied 2 1 0 0 3
Total 51 20 14 4 89
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 6.806a 12 .870
Likelihood Ratio 8.102 12 .777
Linear-by-Linear Association .070 1 .792
N of Valid Cases 89
a. 15 cells (75.0%) have expected count less than 5. The minimum expected count is .09.
Table.3.20
8/2/2019 BRM (Airtel Satisfaction)
35/48
35BUSINESS RESEARCH METHODS
Interpretation:
The above table and graph shows the cross tabulation of customer satisfaction on the airtel
network over income levels of respondents. The table shows that respondents with an income range 40,000 are not strongly agree on it. Chi-square
value is 6.806, likelihood ratio is 8.102
8/2/2019 BRM (Airtel Satisfaction)
36/48
36BUSINESS RESEARCH METHODS
3.3 Statistical Tool
3.3.1 ANNOVA
Factor: Gender
ANOVA
Sum of Squares Df Mean Square F Sig.
Customer service Between Groups .218 1 .218 .366 .547
Within Groups 51.738 87 .595
Total 51.955 88
Technical product
training courses
Between Groups .001 1 .001 .001 .972
Within Groups 57.010 87 .655
Total 57.011 88
Documentation Between Groups .458 1 .458 .523 .471
Within Groups 76.104 87 .875
Total 76.562 88
Network Between Groups .011 1 .011 .015 .904
Within Groups 67.584 87 .777
Total 67.596 88
Table.3.21
Interpretation:
The above table shows the anova of factor gender with the customer service, technical product training
courses, documentation and the network of airtel documentation shows less significance with 0.471 and
technical product training courses shows more significance with 0.972.
8/2/2019 BRM (Airtel Satisfaction)
37/48
37BUSINESS RESEARCH METHODS
Factor: Income
ANOVA
Sum of Squares df Mean Square F Sig.
Portability Between Groups 4.347 3 1.449 .903 .443
Within Groups 136.462 85 1.605
Total 140.809 88
Call rate Between Groups 3.302 3 1.101 1.081 .362
Within Groups 86.585 85 1.019
Total 89.888 88
Internet Between Groups 1.694 3 .565 .626 .600
Within Groups 76.688 85 .902
Total 78.382 88
New scheme or
offers
Between Groups 5.953 3 1.984 1.809 .152
Within Groups 93.238 85 1.097
Total 99.191 88
Table.3.22
Interpretation:
The above table shows the anova with the factor income and portability, call rate, internet, and the
new scheme or offers of the airtel and new scheme or offers shows less significance with 0.152 and internet
has more significance with 0.600.
8/2/2019 BRM (Airtel Satisfaction)
38/48
38BUSINESS RESEARCH METHODS
Correlations
Between customer service and Gender
Descriptive StatisticsMean Std. Deviation N
Customer service 2.02 .768 89
Gender .58 .496 89
Correlations
Customer service Gender
Customer
service
Pearson Correlation 1 -.065
Sig. (2-tailed) .547
N 89 89
Gender Pearson Correlation -.065 1
Sig. (2-tailed) .547
N 89 89
Table.3.23
Between Network and income
Descriptive Statistics
Mean Std. Deviation N
Network 2.07 .876 89
Income 1.67 .902 89
Correlations
Network Income
Network Pearson Correlation 1 .028
Sig. (2-tailed) .794
N 89 89
Income Pearson Correlation .028 1
Sig. (2-tailed) .794
N 89 89
Table.3.24
Interpretation:
The above table shows the correlations of the gender and the service and the network and the
income of the respondents service clearly shows negative value of Pearson correlation with -.065 and the
network shows positive Pearson correlation with the value .028.
8/2/2019 BRM (Airtel Satisfaction)
39/48
39BUSINESS RESEARCH METHODS
REGRESSION
Variables Entered/Removedb
Model Variables Entered Variables Removed Method
1 Incomea . Enter
a. All requested variables entered.
b. Dependent Variable: expectations
Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .089a .008 -.004 1.069
a. Predictors: (Constant), gender
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression .787 1 .787 .688 .409a
Residual 99.438 87 1.143Total 100.225 88
a. Predictors: (Constant), Gender
b. Dependent Variable: expectations
Coefficientsa
Model Unstandardized Coefficients Standardized
Coefficients
T Sig.
B Std. Error Beta
1 (Constant) 2.595 .176 14.762 .000
Gender -.191 .230 -.089 -.830 .409
a. Dependent Variable: IJ
Table.3.25
Interpretation:
The above table shows the regression of expectations of customers and the gender of respondents
anova shows the positive significance value with .409 and the coefficient of regression have .000 is the
significance value in regression.
8/2/2019 BRM (Airtel Satisfaction)
40/48
40BUSINESS RESEARCH METHODS
T-Test
Paired Samples Statistics
Mean N Std. Deviation Std. Error Mean
Pair 1 Portability 2.70 89 1.265 .134
Gender .58 89 .496 .053
Paired Samples Correlations
N Correlation Sig.
Pair 1 Portability & gender 89 -.022 .836
Table.3.26
Interpretation:
The above table shows one simple t-test of variable portability service and the gender. Mean &
std deviation have positive value and correlation has negative value with -.22 confidence interval of the
difference is lower is 1.824 and upper is 2.401 and the significance 2 tailed is .ooo.
Paired Differences T df Sig. (2-tailed)
Mean Std.
Deviation
Std. Error
Mean
95% Confidence
Interval of the
Difference
Lower Upper
Pair 1 Portability-
gender
2.112 1.369 .145 1.824 2.401 14.559 88 .000
8/2/2019 BRM (Airtel Satisfaction)
41/48
41BUSINESS RESEARCH METHODS
T-TEST
Between Documentation and Income
Paired Samples Statistics
Mean N Std. Deviation Std. Error Mean
Pair 1 Documentation 2.25 89 .933 .099
Income 1.67 89 .902 .096
Paired Samples Correlations
N Correlation Sig.
Pair 1 Documentation & Income 89 .070 .516
Paired Samples Test
Paired Differences T df Sig.
(2-
tailed)Mean Std.
Deviation
Std.
Error
Mean
95% Confidence
Interval of the
Difference
Lower Upper
Pair
1
Documentation-
Income
.573 1.251 .133 .309 .837 4.320 8
8
.000
Table.3.27
Interpretation:
The above table shows one simple t-test of variable documentation and the income of the respondents
mean and std deviation have positive value with 2.25 and .933. confidence interval of the difference lower
has .309 and upper has .837 and the significance of 2 tailed has .000.
8/2/2019 BRM (Airtel Satisfaction)
42/48
42BUSINESS RESEARCH METHODS
HYPOTHESIS
Interpretation: Table-28
The above table shows the hypothesis of different variables its clearly shows .05 is the significance
level of the hypothesis in the above table occupation and the income of the respondents have more value
than significance level with 0,138 and .889 and the remaining hypothesis of the other variables have less
than significance level if the significance level is more than .5 is accept the null hypothesis (H0) and the
significance level is more than .5 is reject the alternative hypothesis (H1) in the different variables .
8/2/2019 BRM (Airtel Satisfaction)
43/48
43BUSINESS RESEARCH METHODS
CHAPTER-4
FINDINGS AND SUGGESSIONS
FINDINGS:
Following are our few findings during the project tenure:-
1. Airtel enjoys high market share with improved customer satisfaction front.
2. Many people have an image about airtel that they have some hidden cost and have confusing plans.
3. Airtel faces major competition in the field Vodafone, Idea and trusted brand Reliance.
4. Airtel in comparison to its competitive brands has a good market image but due to some serverproblem has let it down.
5. From the data collected Bharti Airtel is given preference by customer because of the networkconnectivity.
6. Airtel advertisements are more attractive.
8/2/2019 BRM (Airtel Satisfaction)
44/48
44BUSINESS RESEARCH METHODS
SUGGESSIONS:
i. Airtel should focus on the server down problem. So as to enable its customer a smooth anduninterrupted services such that free flow of services.
ii. Airtel should also focus on improving its IMAGE in the fast paced market competition.iii. It should display hoardings at the places where the footfall is high like metros, bus stands mall etc.iv. Airtel should better up with their network and connectivity problems so as to maintain their hold in
the market, as it is a service not a product.
v. Airtel should focus on more PROMOTION tactics to increase its brand perception. They shoulddisplay proper advertisement boards, hoardings, in order to increase the image of the company in the
minds of the consumer.
vi. It should have a proper complaint BOXES, at their respective outlet where they can focus oncustomer demands and needs.
vii. The Company should assure of proper supply of recharge vouchers cards to its distribution networks,so that they can provide it to the customers on time.
viii. Airtel should make a different cell for customer satisfaction, where in the people so employed canpersonally look after their complaints, rather than waiting for the channel member to do the same.
ix. The tariff plans should not be complex, but should be very easy to explain to the customer by theFOS (feet on street).
x. The FOS should have proper knowledge e about the schemes provided by the company so that theycan convey the right message to the customer base politely.
Hence working on above-mentioned recommendations can help airtel to gain more market share and
further strengthen their hold on positioning in the minds of the customers. Last but not the least; Airtel is a
major player in the market as they are providing lucrative schemes with excellent margins.
8/2/2019 BRM (Airtel Satisfaction)
45/48
45BUSINESS RESEARCH METHODS
CHAPTER-5
CONCLUSION
1. Regarding source and awareness news papers media plays wider role in creating awareness. Theawareness is also created through hoarding monthly magazines and mailers. In some cases word ofmouth and sale persons are also are acting as sources of awareness.
2. It is concluded that most of the respondents are satisfied about the service of Airtel.3. Most of the customers are not satisfied with air time charges.4. The connectivity (strength of signal) in rural areas is not at all accessible.
5.
It is concluded from the analysis even after the successful completion of six month usage / servicestill some of the customers are not aware of value added service offered by the company or do not
know how to use them.
6. Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers.
7. Company should think to launch the product according to the needs of customers to satisfy them.8. They should also think for searching new space or we can say either creating a new blue space to
sustain their growth in long run.
9. The most important determinant for consumers are price and sacrifice perception (monetary and non-monetary sacrifice), which in perception.
10.To this effect-Mobile service has experienced the negative attributes of not being customer focusedand realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality
must be fused with all resources channelled towards their customers.
8/2/2019 BRM (Airtel Satisfaction)
46/48
46BUSINESS RESEARCH METHODS
CHAPTER-6
BIBLIOGRAGHY
WEBSITES:
www.bhartiairtel.com
www.google.com
www.ebscohost.com
www.googleschlor.com
http://www.bhartiairtel.com/http://www.bhartiairtel.com/http://www.google.com/http://www.google.com/http://www.ebscohost.com/http://www.ebscohost.com/http://www.googleschlor.com/http://www.googleschlor.com/http://www.googleschlor.com/http://www.ebscohost.com/http://www.google.com/http://www.bhartiairtel.com/8/2/2019 BRM (Airtel Satisfaction)
47/48
47BUSINESS RESEARCH METHODS
ANNEXTURES
QUESTIONNAIRE
1. Please rate AIRTEL customer service overall.
Excellent Good Average Fair Poor
2. Please rate AIRTEL technical product training courses overall.
Excellent Good Average Fair Poor
3. Please rate AIRTEL documentation overall.
Excellent Good Average Fair Poor
4. What did you like & dislike most about AIRTEL customer service .Please rank based on your
Preferences.
Support Technical product training courses
Documentation Service
5. How often does AIRTEL customer service exceed expectations?
Very frequently frequently Not Sure
Infrequently Very Infrequently
6. To what extent does AIRTEL customer service exceed expectations?
To very great extent to great extent To some extent
To little extent to very little extent
8/2/2019 BRM (Airtel Satisfaction)
48/48
48BUSINESS RESEARCH METHODS
7. How likely would you be to recommend AIRTEL customer service to a friend or colleague?
Very likely Likely Neutral/Not sure
Not likely Never
8. How satisfied are you with network?
Very satisfied Satisfied Neutral
Dissatisfied Very Dissatisfied
9. Are you satisfied with AIRTELS new scheme and offers?
Very satisfied Satisfied Neutral
Dissatisfied Very Dissatisfied
10. Would you like to use the option of AIRTELS portability service?
Very likely Likely Neutral/Not sure
Not likely Never
11. AIRTEL provides good call rate service.
Strongly agree Agree Neutral
Disagree Strongly Disagree
12. How satisfied are you with AIRTEL internet service?
Very Satisfied Satisfied Neutral
Dissatisfied Very Dissatisfied
13. Occupation: