,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
CONTENTS
CHAPTERS
NO. PARTICULARS PAGE NO.
I INTRODUCTION 1
II REVIEW OF LITERATURE 11
BIBLIOGRAPHY 86
QUESTIONARE
1
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
LIST OF TABLES
2
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
3
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
LIST OF EXHIBITS
4
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
5
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Chapter 1
Concept of service:
A service is an act of performance offered by one party to another.
Services are economic activities that create value and provide benefits for
consumer at specific time and places, as a result of bringing about a desired
change in or on behalf of recipient of the service. Service is those separately
identifiable, essentially intangible activities which provide want satisfaction,
and that they are not necessarily tied to the sale of product or another
service. To produce a service may or may not require the use of tangible
goods. However, when such use is required, there is no transfer of title to
these tangible goods.
Communication
The word ‘communication’ is derived from the Latin word
“communis” which means common. Thus, communication means sharing
ideas in common. It means verbal or written message, an exchange of
information, a system of communicating and a process by which, words are
exchanged between individuals through a common system of symbols. It
also means a technique for expressing ideas effectively.
Communication includes everything that may be used to covey
meaning from one to another. The basics of communication viz., speaking,
writing, reading and observing are important for success of communication.
6
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Telephone
Telephone is an important instrument for communication. Telephone is
an instrument that sends and receives sound waves usually by means of
electricity. Telephones provide a common method of talking to people at a
distance.
About Airtel
Airtel comes from Bharati Cellular Ltd a part of the biggest private
integrated telecom conglomerate Bharathi Enterprise. Bharathi Enterprise
has been at the forefront of technology and has revolutionized
communication with its world-class products and service. Established in
1976 Bharathi has been a pioneering force in telecom with many firsts and
innovations to its credit. Bharathi is a joint venture with world leaders like
Singtel (Singapore telecom) in U.S.A, Telia Sweden Asian Infrastructure
Find, New York, Life International Finance Corporation U.S. and so on.
7
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Statement of problems
phones
Weather they got problems in using Aircel to Airtel
8
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Objectives of study
9
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Methodology
Area of research
The research was confined to Coimbatore city only. The research problem
was to identify the services provided by Airtel
Sampling design
The first step was to outline the set of object i.e., to select the users of
mobile phones by random. It was an infinite universe as the number of users
is infinite.
The second step was to identify the sampling units of the universe. It was
based on geographical location. The city of Coimbatore was the one chosen
for the user of cellular phone in the sampling unit.
10
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Size of sample
The fourth step was fixing the items to be selected to constitute a sample.
The size of sample should not be excessive to constitute a sample. The size
of sample should neither be excessively large, nor too small. It should be
optimum. An optimum sample is one, which fulfils the requirements of
efficiency of representatives, reliability &flexibility. Therefore taking into
account the time frame and budgetary constraints, the sample size was
chosen to be 100.
11
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Analysis
The data was tabulated and the figures keyed into MSEXCEL,
spreadsheet. The data was analyzed statistically using
Percentage analysis
Two-way table
Chi – square test
12
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
13
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
CHAPTER SCHEME:
CHAPTER –III: Entitled “An Overview of Airtel service” deals with the
Mobile concepts, Origin and Development, Objectives
and Vision & Mission 2007.
14
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Chapter 2
Review of literature
A brief literature would be of immense help to the researcher in going into
the selected problem. The researcher would gain good background
knowledge of problems by viewing certain studies. A reference to their
earlier studies will be helpful.
Samuvel1 in his study found that most of the respondents consider price,
quality and price of instrument as important factors for selecting the handset
and majority of the respondents are satisfied over the payment system,
quality of services, coverage area, and attending the complaints.
Merra.j2 in her study found that majority of the respondents are for Delta
Gram as it is cheaper than other modes and that they are satisfied with the
charges of Delta Gram. Many respondents faced problems using Delta
Gram.
1Consumer satisfaction for customer service a study with reference to BPL cells,
mobile phone and services, unpublished M.Phil dissertation submitted to
Bhuneswari Coimbatore 2002
15
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Priya.N6 in her study found that highest frequency of calls made and
received every day fell in the “three time category of 338%” and the number
of calls made and received everyday are highly dependent on age.
16
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Latest cellular10 estimates pointed out the ‘cellular services has come down
to 6.83 lakhs in Jan as against 7.51 lakhs in the previous month while
cellular operations in 5 in metros managed to rope 1.22 lakhs subscribers”
17
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Chapter 3
BUSINESS STATERGIES
Bharathi tele – venture’s strategic objectives is “to capitalize on
the growth opportunities that the company believes are available in Indian
telecommunications market and consolidate its position to be the leading
integrated telecommunication service provider in key markets in India, with
a focus on providing mobile services.”
The company has developed the following strategies to achieve its strategic
objectives:
Focus on maximizing revenues and margins.
Capture maximum telecommunications revenue potential with
minimum geographical coverage.
Offer multiple telecommunications services to provide customers with
a “one – stop shop” solution.
Position itself to tap data transmission opportunities and offer advance
mobile data services.
Focus on satisfying and retaining customers by ensuring high level of
customer satisfaction.
Leverage strengths of its strategic and financial partners
Emphasis on human resources development to achieve operational
efficiencies.
18
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
History
Cellular phone has become an integral part of our life. In India the
mobile communication industry started when telecommunication sector was
liberalized in 1992 and government invited the private sector to participate
in telecommunication cellular services. The entire country was divided into
four metropolitan cities and 19 telecom cities which where analogous to the
states in India. Cellular licenses where awarded to the private sector first in
the metropolitan cities of Delhi, Mumbai, Kolkatta and Chennai in 1994 and
then in 19 telecom cities in 1995. The first metro cellular network started
operating in 1995 in Kolkatta.
When cellular services where first introduced in 1994 it was a duopoly. A
maximum of two cellular operators could be licensed in each telecom circle,
under a fixed license regains and for a license period of ten years.
The initial response of the private sector was very encouraging. The
attractiveness of the Indian market, the low tele density, the high demand
and a bargaining middle class brought in some of the longest telecom
players, foreign institutions and the major Indian industrialized houses in
telecom.
Again, a big change took place in the telecom industry when the Indian
government introduced the New Telecom Policy (N.T.P) ’99. The N.T.P’98
is an extremely forward-looking policy. It significantly changed the dynamic
of Indian telecom industry. It replaced the high cost fixed licensing regime
with the lower cost primary structure through revenue sharing and also
provided for a greater degree of competition and more flexibility in choice
of more technologies.
Now the cellular services are available in almost 1400 cities and towns of
India with lower tariffs and increased coverage. There is also a resultant
increase in the number of cellular subscribers.
19
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Recent Developments
The Indian market is poised to grow at an accelerated pace with the mobile
population expected to touch 100 million by December 2005 and 210
million by 2010. With its constant focus on providing customers with a
range of never-before innovative products and services, Airtel is in an
enviable position to take advantage of this fast growth.
Airtel has also taken the lead in defining new segments in the market such as
second connections in Airtel households and the expanding youth segment.
To tap the latter, Airtel launched an exciting product through its tie up with
MTV in August 2003 last year. With a current mobile penetration of just
19% in SEC A, B and C, this segment offers a potential of over eight million
customers. The Airtel MTV card presents a whole host of youth - centric
features that include fun-based, whacky games and contests on radio, as well
as the Airtel, MTV and India Times websites.
Airtel has leveraged its huge strength in the pre-paid segment by constantly
innovating with relevant features for the value-conscious customers like
balance on Screen. Another recent example is its path-breaking product,
Easy Charge, which brought electronic recharging into the country. Today,
Easy Charge is fast replacing paper coupons through its multiple benefits of
anytime, anywhere and any value recharge, for an amount that could be as
low as Rs. 50.
20
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
• After your calling value reduces to SR20, a voice message will remind
you, every time you make a call, to recharge your Airtel Prepaid Card.
• When you have reached the last 3 days till the expiry of the validity
period of your Airtel Prepaid Card, you will be reminded about the
same at regular intervals, every time you make a call.
PIN/PUK Number
What is a PIN number?
Your PIN is 1234, to begin with. We strongly recommend you to change the
PIN to your own personal code. Your handset user guide gives the full
information on how to do this. Remember to enter 1234 the first time when
your handset prompts you to ‘Enter PIN’.
21
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
If incorrect PIN number is entered three times in succession, your SIM card
will get blocked. To unblock it, you need the PUK (Personal Un-blocking
Key) code. To know your PUK code you would need to call our Customer
Care helpline on 600600.
Your PUK number can also be found at the back of your starter pack.
In case incorrect PUK code is entered ten times, your card will get
permanently blocked and would need to be replaced at an additional charge.
The one-time fee of Rs 900+ includes a small amount of talk time (between
Rs 25 and Rs 100). The rest of the fee is the processing cost.
The lifetime validity offer is ideal if you use your mobile phone only to
receive calls and don't make too many calls -- or any calls at all.
This feature on your Airtel Prepaid Card facilitates the display of the
number that is calling your cellular. This facility comes to you at no
extra charge and allows you to recognise the caller.
22
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
• Voice Mail
• Dial 106 from your handset and follow the voice prompt (Your
Password is set at default code 1111. This can be changed to your
preferred 4-digit number.)
Helpful tips
1.You must keep your Airtel Prepaid Card very carefully. If it is lost/stolen/
misplaced, it cannot be deactivated and therefore may be misused. You will
then lose out on any credit remaining on your card
2.Airtel Prepaid recommends that you recharge your card within your
validity period and before your calling value drops to SR20.
3. If you do not get your card recharged within the 30 days of expiry of your
validity period, your Airtel Prepaid Card will be deactivated
4. Airtel Prepaid strongly advises you to change your PIN from 1234 to a
personal four-digit code for reasons of security
5. Retain your original receipt of purchase at all times. In case you need any
assistance, please call our 24-hour Customer Care Helpline on 600600 (toll
free) or just 100 from your cellular (toll free).
23
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
The company reserves the right to change the validity period at any
time, at its sole discretion and without any notice whatsoever.
shall be carried out on the basis of the credit as played on the said IVR
system of the Company.
2. The details of the calls made or received on the card shall not
be made available to the customers. The customer agrees that the
Company need not entertain any correspondence/calls in this regard.
The customer may, however, call the Company’s IVR system in order
to know the residual calling value on the card.
3. Not all Value Added Services available with the Company can
be made available in this connection. The Company is entitled to
charge, vary, add, and withdraw any service and / or to vary the
charges/prices on these services at its sole discretion. All Value
Added Services are chargeable services. Any service which is not
initially or at any stage charged by the Company may, at the sole
discretion of the Company, be charged at any time subsequently and
at the same shall be adjusted in the calling value automatically. Each
Value Added Service is to be separately applied for.
24
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
3. The SIM card and the cellular number are and shall always be the sole
property of the Company and shall be returned by the customer upon
termination and/or deactivation or temporary suspension of services.
The customer shall have no right to the same, at any point, for any
reason whatsoever.
D Safe custody
1. The customer must ensure the safe keeping of the card, original
receipt of purchase, and any other important documents, as these
might be required from time to time under different circumstances
during interface with the Company.
25
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
E Illegal usage
The customer shall not use the services for any unlawful or abusive purpose,
or for sending obscene, indecent, threatening, harassing, unsolicited
messages or messages affecting/infringing upon national or social interests,
nor create any damage or risk to the Company or its network or customers or
any other person, natural or legal whomsoever.
Services
Airtel comes from Bharathi Cellular Limited – a part of the biggest
private integrated telecom conglomerate, Bharathi Enterprise. Bharathi
provides a range of telecom services, which include cellular, basis, and
Internet and recently introduced national long distance calls Bharathi also
manufacture and exports telephone terminals and cordless phones. A part
from being largest manufactures of telephone instrument in India, it also
exports products to the U.S.A. Bharathi is the leading cellular services
provider with footprint in
21states covering all four metros and more than 8 million satisfied
customers.
26
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Airtel prepaid
Airtel Prepaid, the cellular from Airtel comes from Bharathi Enterprise
India’s leading integrated telecom service providers. Going mobile with
Airtel prepaid is a new way of life with a host of great features, also simple
to use, Airtel prepaid make every thing that dreams and believed, possible.
Some of the many advantages that one enjoys with prepaid
Total cost control
Enjoy the liberty of the cost control with Airtel prepaid recharge
facility according to the needs of customers
No rentals
We can get an Airtel prepaid card without paying any rent.
No deposits
We can get any Airtel prepaid card without paying any deposits.
STD\ISD facility till the last rupee
STD\ISD facility allows the user to make long distance calls in India
and over seas from cellular phone.
Instant balance inquiry
Talk– calling calls toll free number can instantly can check time
60second pulse
Airtel provides a 60 second pulse rate.
Instant recharge
Airtel prepaid card avails instant recharge with just a few simple
steps.
24 hours recharge e facility
We can recharge Airtel prepaid card anytime anywhere availing 24
hours recharge facility.
Call wait
If you are on call &somebody else calls your number, your call-
waiting feature alerts you with a special alert dibble tone you than have
the option to put the call in process or hold &answer the new call or
reject the incoming calls
27
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Night calling 39 p 39 p 39 p NA 39 p 39 p NA NA
local (10pm- Airtel
8am)
Call 3 TN 30 p NA 30 p 30 p NA NA NA NA
Airtel
Mob full day
Add on 2 10 p 10 p 10 p 10 p 10 P NA NA NA
Airtel prepaid
no
Mobiles & Rs.2 Rs.2.4 Rs.2 Rs. 2 Rs.2 Rs. 2. 49 Rs.2.74 Rs.2.74
Land lines (Airtel)/
2.4
Local (SMS) Free10 50 p Free100\ Free100 50 p 365free,th 99 p 10 p
28
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Now enjoy the luxury of viewing details of your last 3 billing cycles
and the convenience paying airtel bill online! Experience complete
freedom with Airtel!
Caller identification
Voice mail
Voice mail lets you receives message even when handset is switched off
or when the uses in outside coverage area. we can listen to message
29
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
where ever the user feel like from any where in the world voice mail can
store upto 75 messages, with each message of two- minute duration
STD/ISD facility
STD/ISD facility allows the user to make one distance calls in India.
Tariff in postpaid
Initial charges
Monthly charges
30
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
31
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Africa
Row 2 40.00 40.00 40.00 40.00 40.00 40.00 40.00
other
countries
32
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Chapter 4
INTERPRET
ATION
The above table indicates that 36%of the respondents are below the
age group of less than 25years, 45%of the respondents belong to the age
group of 25 - 40 years and 29% of respondents belongs to the age group of
above 40 years.
33
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.1
50
45
40
35
30
25
20
15
10
5
0
Below 25 25 - 40 Above 40
years years years
No . of respondents
34
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.2.
Gender of respondents
INTERPRETATION
The above table reveals that69 respondents are male and 31% of
respondents are female.
35
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.2
70
60
50
40
30
20
10
0
Male Female
No. of respondents
36
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .3
Marital status
INTERPRETATION
37
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.3
60
50
40
30
20
10
0
Married Unmarried
No. of respondents
38
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no. 4
Educational qualification
INTERPRETATION
The above table indicates that 23%of the respondents are post
graduates, 42% of the respondents are under graduates, 30%of the
respondents are higher secondary level, and 5%of the respondents had no
formal education.
39
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.4
45
40
35
30
25
20
15
10
5
0
No formal Higher Under Post
education secondary graduate graduate
level
No. of respondents
40
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.5
Occupational status
INTERPRETATION
41
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.5
35
30
25
20
15
10
5
0
Businessman Professional Government Private
employee employee employee
No. of respondents
42
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.6
Monthly income
INTERPRETATION
The above table indicates that, 42%of the respondents are in the
income group below Rs 5000, 38% of the respondents are in the income
group of Rs 5000 – 10,000 and 20% of the respondents are in the income
group above 10,000.
43
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.6
45
40
35
30
25
20
15
10
5
0
Below 5000 5000 – 10,000 Above 10,000
No. of respondents
44
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.7
Sources of information
INTERPRETATION
The above table reveals that 43% of respondents are aware through
advertisements, 49% of respondents are aware through friends & relatives,
8%of respondents are aware through agents.
45
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.7
50
45
40
35
30
25
20
15
10
5
0
Advertisements Friends&relatives Agents
Series1
46
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.8
Media of advertisement
INTERPRETATION
From the above table it is clear that 19% of respondents are aware through
newspaper, 11% of respondents are aware through poster, 43% of
respondents are aware through television and 27% of respondents are aware
through internet.
47
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.8
45
40
35
30
25
20
15
10
5
0
Newspaper Poster Television Internet
No. of respondents
48
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.9
Type of scheme
INTERPRETATION
From the above table it is clear that 53%of respondents are using prepaid
and 47%of respondents are using postpaid
49
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.9
53
52
51
50
49
48
47
46
45
44
Prepaid Postpaid
No. of respondents
50
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.10
Type of handset
INTERPRETATION
Out of the 100 respondents 50% of respondents are using Nokia hand
set 10% of respondents are using Motorola, 13% of respondents are using
Sony Ericsson, about 27%of respondents are using Samsung.
51
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.10
50
45
40
35
30
25
20
15
10
5
0
Nokia Motorola Sony Samsung
Ericsson
No. of respondents
52
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no. 11
INTERPRETATION
53
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.1
No
Yes
0 10 20 30 40 50 60
No. of respondents
54
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .12
INTERPRETATION
Out of the 100 respondents 19%of respondents are making less than 5 calls
per day, 52%of respondents are making between 5-10 calls per day, 29% of
respondents are making above 10 per day.
55
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.12
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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no. 13
Type of recharge
INTERPRETATION
Out of the 100 respondents 47% of respondents are for normal recharge
and53% of respondents are making offer recharge.
57
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.13
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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .14
INTERPRETATION
Out of the 100 respondents 16%of respondents are sending less than 5 SMS
per day, 27% of respondents are sending SMS up to 5-10perday, 57% of
respondents are sending above SMS 10 per day
59
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.14
60
50
40
30
20
10
0
No. of
Below 5 5-10 SMS Above 10 respondents
60
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no.15
INTERPRETATION
Out of the 100 respondents 29% of respondents are using Airtel 1 year, 32%
of respondents are using Airtel 1-3 years, 39% of respondents are using
Airtel above 3years.
61
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.15
1 year
1-3 years
Above3 years
62
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no 16
INTERPRETATION
Out of 100 respondents 81% of respondents are making below 5 STD calls
per day, 17% of respondents are making 5 – 10 STD calls per day, 2% of
respondents are making above 10 STD calls per day
63
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.16
90
80
70
60
50
40
30
20
10
0
Below 5 5-10 calls Above 10
No. of respondents
64
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no 17
Types of plan
INTERPRETATION
Out of the 100 respondents 44% of respondents are in Student Plan, 20% are
in Budget Plan, 32% are in Budget Plus Plan, and 4% of respondents are in
Life Time Plan.
65
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
EXHABIT NO.3.17
Student
Budget
Budget plus
Life time
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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
CHI-SQUARES TEST
The chi – squares list is one of the simple and most widely used non –
parametric lists in satisfaction work. The chi-squares distribution has very
application is situations that involve the listing of hypothesis concerning
discrete of qualitative data. The quality of chi- squares describes of the
magnitude of discrepancy between theory and observation i.e. with the help
of chi – squares list, we are in a position to know weather there is
discrepancy between theory and observation may be attributed to chance or
weather. If chi- squares are 0, it means that the observed and expected
frequencies completely coincide. The x² is defined as
X² =E (O – E) ² /E where
O = refers to the observed frequency
E = refers to the expected frequency
67
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
O E (O –E) (O –E) ² /E
18 17.22 0.78 0.035
14 14.7 -0.7 0.033
10 10.8 -0.8 0.059
15 15.58 -0.58 0.021
12 13.3 -1.3 0.127
11 9.12 1.88 0.387
8 8.20 -0.2 0.004
9 7.00 2 0.571
3 4.8 -1.8 0.675
TOTAL 1.912
68
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no 18
Two-way table
69
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
70
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .19
Relationship between level of incomes and schemes
Two-way table
Schemes Prepaid Postpaid Total
Income
71
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .20
Hand set
Nokia 14 17 19 50
Motorola 2 4 4 10
Samsung 4 4 5 13
Sony 9 7 11 27
Ericsson
Total 29 32 39 100
Ho – there is no relation ship between type of hand set and period of usage
H1 – there is relationship between type of hand set and period of usage.
O E O-E (O-E)²/E
14 14.50 -0.50 0.071
17 16.00 1.0 0.062
19 19.50 -0.50 0.128
2 2.90 -0.90 0.279
4 3.20 0.60 0.20
4 3.90 0.10 0.002
4 3.77 0.23 0.94
4 4.16 0.16 0.006
5 5.07 0.07 0.001
9 7.83 1.27 0.205
7 8.64 1.64 0.311
11 10.53 0.47 0.21
Total 1.435
72
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
73
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .21
Relationship between age and level of satisfaction
Two-way table
74
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Table no .22
Relationship between sex and types of schemes.
Two-way table
Sex
Male 31 38 69
Female 22 9 31
Total 53 47 100
O E O-E (O-E)²/E
31 36.57 -5.57 0.848
38 32.43 5.57 0.956
22 16.43 5.57 1.888
9 14.57 -5.57 2.129
total 5.812
Calculated chi-squares value = 5.812
Degree of freedom = 1
Table chi- square value = 3.841
From the above table it is found that the obtain chi – squares value (5.812) is
higher than the table value (3.841) with 1 degree of freedom therefore it can
be concluded that there is relation ship between sex and types of schemes.
75
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Chapter 5
76
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
77
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
SUGGESTIONS
78
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
CONCLUSION
79
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
BIBILOGRAPHY
BOOKS:
Marketing Research - D.D.Sharma
Marketing research - N.Beri.G.C
Marketing management - Philip Kotler
Business management - Dinkar Pagare
Research methodology - C.R.Kothari
Business communication - Dr.Rajendra Paul & Korali
Consumer behaviour - Dr.Gupta.S.L & Sumitra Pal
JOURNALS & MAGAZINES:
Tele – crusader
Monthly journal of Bsnl employees union
IBM systems
Advertising express
Business world
Fortune India
Indian express
The Hindu
Journal of consumer research
Business media
Indian journal of marketing
Survey of Indian industry ‘05
Website address
www.airtelworld .com
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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
Questionnaire
A STUDY ON CONSUMER SATISFACTION
TOWARDSAIRTEL
1. Name :
9. At what price did you purchase it? □ Less than 3,000 □ Rs 3,000 – 5,000
□ Above 10,000
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CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
11.If you use prepaid card, which plan would you prefer?
□Student plan □ Budget plan □ Budget plus □ Lifetime
17.How did you come to know about various schemes offered in Airtel?
□Through Advertisement □ Friend &Relative □ Agents
82
CONSUMER SATISFACTION A.SUKUMAR., M.Com., M.Phil.,
TOWARDS AIRTEL MOBILE (2005) Coimbatore, Tamil Nadu, India
83