Anda di halaman 1dari 62

CHAPTER 1

INTRODUCTION

This project is prepared for the fulfillment of the "Bachelor of Business Administration" degree course. "A STUDY ON CUSTOMER

SATISFACTION OF AIRTEL IN SANKARANKOVIL TALUK" is considered as one of the most interesting and effective topic. So we select it. Another reason that we want to know, is that whether the customer is satisfied with the services provided by Airtel.

Customer satisfaction of an individual towards the service is to be analyzed. At the same time, Airtel is one of the important Network which cover throughout India. So we select the customer satisfaction of Airtel as our project. Satisfaction is persons feelings of pleasure (or) disappointment resulting from comparing a product perceived performance (or) outcome relation to his (or) her expectations. Whether the buyer is satisfied after purchase depends on the offer's performance in relation to the buyer's expectations.

An important reason for the increase of the customers in the competitive world is by the performance of the best advertisement and good network coverage. It is also another way of attracting customers towards Airtel. So we collected the data and the information from customer.

OBJECTIVES AND METHODOLOGY

Objectives:

Each and every project has some objectives. Our project also has some objectives. In this chapter we are going to discuss the objectives of our project.

1. To know about service of Airtel in Sankarankovil Taluk. 2. To know about the type of activation. 3. To know about the network coverage of Airtel. 4. To know about the details of message sent from the Airtel. 5. To know about the group card system in Airtel. 6. To know about the customers satisfaction in Airtel service.

A. Methodology

For each and every process there is a method for its execution. A project also has a methodology to accomplish it. Here we are going to explain the methodology of our project.

A research design is purely and simply, the frame work (or) plan for a study that guides the collection and analysis of the data. In consumer's survey we have adopted this descriptive research design in collecting and analyzing data.

B. Descriptive Research Design: Descriptive research design is one that simply describes something such as demographic characteristics of consumers. The descriptive study is typically

concerned with determining the frequency with which something occurs. This study is typically guided by an initial hypothesis.

C. Sample Techniques:

We have adopted "Convenience Sampling Techniques" in our survey. In this method, the sampling units are choose in accordance with the investigators convenience.

D. Methodology of our project and Reason

Among the top five methods, we used mailed questionnaire method. It is one of the easiest methods to collect information. More over it is the suitable method for our project. Again the expenses for this method are also very low. So we prepare a questionnaire and give it to the respondents to answer it.

Limitation of the Study

Through the study has been useful it also has some limitations 1. 2. Time given for collection and analyzing the data is insufficient Lack of finance and man power resulting in restricting the study of the

continued area. 3. In a few case ignorance and hesitation customer proved a stumbling block

in eliciting response.

Scope of the study

The scope of the study is extended is knowing the customer satisfaction regarding the usage of Airtel. This study is further extended to know the various functions of Airtel. This will also help to understand the comarision of airtel with other network services.

Period of study January 2012 April 2012

Sample size

100

Sample Area Customer satisfaction of Airtel in Sankarankovil Taluk

Collection of Data:

Collection of data is the process of enumeration and gathering the proper records. The success of an enquiry based upon the proper collection of data. Data may be classified in to two. They are (i) Primary (ii) Secondary.

For example an investigation of trends in market potential of Airtel with respect to socio economic characteristics such as age, sex, occupation, income and so on from descriptive study.

Primary Data: Primary data are those which are collected for the first time by The researcher and they are the original information. For the collection of primary data, the investigator may choose any one of the following methods.

1. Direct personal observation 2. Indirect oral interview 3. Information through agencies 4. Mailed questionnaires 5. Schedules sent through enumerator

(1) Direct personal observation: Under this method the datas are collected by the investigator personally. The investigator must be a keen observer, tactful and courteous in behaviour. He asks or cross examines the informant and collects necessary information.

This method is adopted in following cases: 1. Greater accuracy. 2. Confidential datas are to be collected 3. Enquiry is not large 4. Original data are collected.

(2) Indirect oral interview: When the informant in reluctant to supply information, the method of direct oral investigation can be followed. Under this method the investigator approaches witnesses (or) third parties, who are in touch with the informant.

(3) Information through agencies: Under this method local agents (or) correspondents will be appointed by the investigator. They collect the information and transmit it to the office person. They do this according to their own ways and tastes.

(4) Mailed Questionnaires: In this method, a questionnaire consists of list of questions pertaining to the enquiry, is prepared. There are blank spaces for answers. This questionnaire is sent to the respondents, who are expected to write the answers in the blank spaces. A covering letter in also sent along with the questionnaire requesting the respondents to extend their full co-operation by giving the correct replies and returning the questionnaire duly filled in time. To get quick and better response, the return postage expenses in borne by the investigator, by sending a self addressed and stamped envelope.

1. Of all methods, the mailed questionnaire method is the most economical. 2. It can be widely used when the area of investigator is large. 3. It saves money, labour and time. 4. Error in the investigation is very small because information is obtained directly from the respondents.

(5) Schedules sent through enumerator: It is the most widely used method of collection of primary data. A number of enumerators are selected and trained. They are provided with standardized questionnaires. Specific training and instructions are given to them for filling up schedules.

Secondary Data: Secondary data are those which have been already collected and analyzed by some earlier agency for its own use, and later the same data are used by different agency.

Sources of Secondary Data: The various sources of secondary data can divided into two broad categories.

Published sources Unpublished sources

Published sources: Various Government, International and local agencies publish statistical data and chief among them are,

a. International publications b. Official publication of central and state Governments. c. Semi - official publications. d. Publication of research institution e. Publication of commercial and financial institution f. Reports of various committees and commissions appointed by the Government g. Journals and Newspaper.

Unpublished Sources: There are various sources of unpublished data. There are the records maintained by various Government and private offices the researches carried out by individual research scholars in the universities (or) research institutes.

Statistical Tools: 1. Tables 2. Bar Charts

CHAPTER - II HISTORY OF THE ORGANISATION

On July 07, 1995 Bharti Tele-Ventures as a Private limited company.

Bharti Tele - Ventures Limited, a part of Bharti Enterprises is India's leading provider of telecommunications services. The business at Bharti Tele Ventures has been structured into two main strategic business groups - the Mobility Leaders business groups and the Infotel Leaders business group. The Mobility business group provides GSM mobile services across India in twenty three telecom circles, while the Infotel business group provides broadband & telephone services, long distance services and enterprise services. All these services are provided under the Airtel brand.

We are the "total telecom provider" for India's large enterprises. We harness the power of alliances to combine with ownership of media and technologies to create business - enabling end-to-end solutions.

We work closely with our Enterprise customers to uniquely address all their strategic connectivity needs, by using a mix of applications & technologies. Our entire organization is tailored to bring focus to our customers needs through a unique multi-dimensional structure.

We have a Regional organization to ensure customer proximity Our "Vertical" organization - also available regionally - ensures depth of customer understanding and focus for extensive coverage

We have a solution group - to construct superior solutions Our projects team ensures top class execution of a solution, and

We provide high quality post-implementation support through our Customer Services team

Our end-to-end solutions are supported by global quality standards shared by Six Sigma methodologies and world-class customer care. At Airtel Enterprise Services, our philosophy is "value creation" for our customers. Therefore, we create solution that is flexible, scalable and robust. We are technology neutral and customer focused. We have a blue chip client list and the largest enterprises in India are our customers.

DSL Technology

Airtel Broadband is powered by DSL technology.

DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. DSL can be delivered to both homes and to businesses. Digital Subscriber Line(DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analog phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes.

With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachment, and more, instantly. It's perfect for real-tie interactive multimedia, broadcast quality video-on-demand. And because DSL Internet Service sends data and voice over the same line, you can talk on the phone while you are online.

10

It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps and tones, then waiting to be connected. You're always connected whenever you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services using the same pair of wires.

High - speed Internet access through DSL, changes your Internet experience perceptibly.

ORGANISATION STRUCTURE

As an outcome of a restructuring exercise conducted within the company; a new dynamic organizational structure has emerged; with realigned roles, responsibilities and reporting relationships of Bharti's key team players. With effect from September 01, 2004, this role model will enable continued improvement in the delivery of the Group's strategic vision.

11

12

CAPITAL INVESTMENT

Major Shareholders

Details of Shareholders holding more than 1% of the paid up share capital as on December 31, 2005.

Category

Name of Shareholders

No. of Shares

Percentage of Shareholding

Promoter Foreign Cos. Foreign Cos. FII

Bharti Telecom Limited Pastel Limited

859,986,028 295,659,650

45.50 15.64

Vodafone International Holdings BV CIT GROUP GLOBAL MARKTES MAURITIUS PVT LTD

106,470,268

5.63

54,193,840

2.87

FII

Morgan Stanley and Co International Ltd

37,021,445

1.96

IFI

Life Insurance Corporation of India

26,946,938

1.43

FII

The Growth Fund of America Inc.


Total
13

21,000,000

1.11

1,401,278,169

74.14

SOCIAL ACTIVITY

Bharti tele-ventures is committed provide quality mobile services at a affordable price to the citizens of the repost part of the country. Bharti televentures is making all afford to ensure. That the main objectives are achieved.

Access to telecommunication is of utmost importance for achievement of the country's, Social and economic goals. Availability of affordable and effective communication for the citizens is at the core of the vision and goals.

Strive to provide a balance between the provision of universal service to all uncovered Areas, including the rural areas, and the provision of high-level services capable of Meeting the need of the Country's economy.

Encourage development of telecommunication facilities in remote, hilly and tribal Areas of the Country.

Transform in a time bound manner, the telecommunication sector to a competitive Environment in both urban and rural areas providing equal opportunities and Level playing field for all players.

REVENUE

The Bharti tele-ventures limited has show sustained growth in the last 2 years. Rs.81,558 million (year ended March 31,2005 - Audited) o Rs.50,369 million (year ended March 31,2004 - Audited)

14

FUNCTION

1) Issue of application forms for new mobile phone connections 2) Issue of demand notes for new mobile phone connections 3) Accepting request for accessories 4) Handling of complaints on customer care services 5) PCO for making LOCAL / STD / 1ST calls. 6) Details as bills as mobile service while are disconnected for non -payment to the Concerned customer 7) To issue prepaid and post paid cards 8) To issue life time card 9) To provide duplicate bill for customers 10) Bill collection from customers 11) To provide phone shifting facilities on customers 12) To functioning DSL technology 13) To provide ATM services 14) To Provide Easy charge 15) To provide satellite services a) PAMA/DAMA b) BIT - internet c) VPN

15

CHAPTER - III REVIEW OF RELEVANT LITERATURE

Customer Satisfaction

Satisfaction is a feelings of pleasure or disappointment resulting from comparing a products perceived performance or in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

Today in the customer driven economy all firms are engaged in a rate to attract customers and build a long term relationship with their loyal customer. The key to customer loyalty is through customer satisfaction. A customer satisfied will act as a spokes person of the company's product, and bring in more buyers. There is also a high correlation between loyalty and profitability. So marketers have to ensure customers valued satisfaction. For this they have to ensure:

Brands are positioned so as to convey distinctiveness. Communications are used to convey to customers to experience that goes on using a 'value' added product. Delivery to reinforce the promptness in making available to the customers a 'value added' product.

16

Relationships are built to offer life time customer value to enable the consumer to experience value satisfaction.

All the efforts of the marketers are trying to understand buying motives, organizing, buying behaviour and working out suitable promotional strategy to suit the consumer behaviour is to ensure consumer satisfaction. In today's competitive environment, where companies are adopting various methods to the prospective consumers, marketers have to make all the complexities which go in to the buying behaviour and frame. Marketing programmers suitable to the target market.

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. Those who are highly satisfied are much less ready to switch. High satisfaction or delight creates an emotional bond with the brand not just a rational preference. The result is high customer loyalty. Xerox's senior management believes that a very satisfied or delighted customer is worth 10 times as much to the company as a satisfied customer. A very satisfied customer is likely to stay with xerox many more years and buy more than a satisfied will some of today's most successful companies are raising expectations and delivering performances to match. These companies are aiming for 7cs- Total customer satisfaction.

A customer's decision to loyal or to defect is the sum of many small encounters with the company. Consulting firm forum corporation says that in order for all these small encounters to add up to customer loyalty, companies need to create a "branded customer experience".

17

The key to generating high customer loyalty is to deliver high customer value . According to Michael Lanning , in his delivering profitable value, "A company must develop a competitively superior value delivery system. A company's value proposition is much more then it's positioning on a single attribute" it is a statement about the resulting experience customer will have from the offering and the relationship with the supplier. The brand must represent a promise about the total resulting experience that customers can expect, whether the promise is kept depends up on the company's ability to manage it's value delivery system. The value delivery system includes all the communications and channel experience the customer will have on the way to obtaining the offering.

In addition to tracking customer value expectations and satisfaction, companies need to monitor their competitor's performance in these areas for example a company was pleased to find that 80% of its customer said they were satisfied. Then the CEO found out that its leading competitor attained a 90% customer satisfaction score. He was further dismayed when he learned that this competitor was aiming to reach a 95% satisfaction score the following are the four methods used by companies to track customer satisfaction. For customer centered companies, customer satisfaction is both goal and a marketing tool companies that achieve high customer satisfaction ratings make sure that this market knows it.

Complaint and suggestion systems:

A customer - centered organization makes it. Easy for its customer to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report likes and dislikes. Companies are also adding web pages and e-mail to facilitate two-way communication. These information flows provide
18

companies with many good ideas and enable them to act quickly to resolve problems.

Customer satisfaction surveys:

Studies show that although customers are dissatisfied with one out of every for purchase less than 5 percent of dissatisfied customer will complain most customers will buy less or switch suppliers. Complaint levels are thus not a good measure of customer satisfaction directly by conducting periodic surveys. They send questionnaires or make telephone call to a random sample of recent customers. They also solicit buyer's views on their competitor's performances.

While collecting customer satisfaction data, it is also useful to ask additional questions to measure repurchase intention; this will normally be high it the customer's satisfaction is high. It is also useful to measure the likelihood or willingness to recommend the company and brand to others. A high positive word - of - mouth score indicates that the company is producing high customer satisfaction.

Ghost shopping:

Companies can hire persons to pose as potential buyers to report on strong and weak points experienced in buying the company's and competitors products. These mystery shopper can complain about a restaurants food to test how the restaurant handles this complaint. Not only should companies hire mystery shoppers, but managers themselves should leave their offices from time to time enter company and competitor sales situations where they are unknown, and experience. First hand the treatment they receive as "Customers". A variant

19

of this is for managers to phone their own company with questions and complaints to see how the calls are handled.

Lost customer analysis:

Companies should contract customers who have stopped buying or who have switched to another supplier to learn why this happened. Not only is it important to conduct exit interviews when customers first stop buying, but it also necessary to monitor the customer lots rate. If it is increasing this clearly indicates that the company is failing to satisfy customers. Every firm should strive to maximize customer satisfaction. Happiness is best achieved by rendering substantial forms of assistance to others rather than by direct pursuit. The aim of the marketing concept is more to help them to please following slogans of the employees of Marshall field and company may be remembered in this connection.

Customer is always right if she thinks she is right. We are more interested in pleasing a customer then in marketing sale. Every sale of merchandise or service includes the obligation to accept the article for credit refund, exchange for adjustment promptly and courteously to the consumer's satisfaction. We strive to give completely satisfactory service to every customers thus modern marketing starts and ends with the consumer.

Customer service at a cross roads:

Strategic importance of the customer service for the Airtel.

Satisfaction with customer care and the performance of the customer care is a key factor in overall satisfaction in the Airtel, accounting for upto 32% of overall satisfaction.
20

Customer care operations in the Airtel are a liability to their organization's operating efficiently. There is a strong link between agent performance an churn - 68% of the customers leave a Airtel provider because they were upset with poor treatment from customer service center agents.

There is a statistical link between employee behavior and customer satisfaction, get customer care agents are typically the most under paid, under trained and disgruntled employees.

Increasing agent confidence through continuous knowledge and skills development contributed significantly to agent satisfaction and length of employment.

If you would like to learn more about customer care center against plays in customer retention, loyalty and improved profits, download our

communications white paper.

21

CHAPTER IV DATA ANALYSIS AND INTERPRETATION

This chapter deals with data analysis and interpretation of the information collected by the issue of questionnaire - cum - schedule on "Customer satisfaction of AIRTEL in Sankarankovil Taluk".

The collected information are analyzed and interpreted different categories Viz, age, groups, income level etc., educational background, occupational level etc., The satisfaction of Airtel customers are clearly analyzed interpreted. The following tables charts showing the details about said characteristics.

22

Table 1 1. Table showing the details about sex category of respondents.

Sex

No. of Respondents

Percentage

Male Female Total

86 14 100

86 14 100

Inference:

From the above table it* is clear that out of 100 respondents, the respondents have come under the male groups and remaining 14% of the respondents have come under the female groups.

The table informs that majority 86% of the respondents have come under the male groups.

23

Chart 1 1. Chart showing the details about sex category of respondents.

No. of Respondents
100 90 80 70 60 50 40 30 20 10 0 Male No. of Respondents Female 14 86

24

Table 2

2. Table showing the details about age category of respondents.

Category

No. of Respondents

Percentage

Below - 20 21-30 31 -40 41 - above Total

27 58 10 5 100

27% 58% 10% 5% 100%

Inference:

From the above table is clear that 27% of the respondents have come under the age group of below 20 years, 58% of the respondents have come under the age group of 21 - 30 years, 10% of the respondents have come under the age group of 31 - 40 years and the remaining 5% of the respondents were falling under the age group of above 41 years.

The table informs that majority 58% of the respondents have come under the age group of 21-30 years.

25

Chart 2

2. Chart showing the details about age category of respondents.

70 60 50 40 30 20 10 10 0 Below 20 21 - 30 31 - 40 41 - More 5 27 58

No. of Respondents

26

Table 3

3. Table and chart showing the details about educational category of respondents.

Category

No.of. Respondents

Percentage (%)

A. Illiterate B. Primary C. Secondary D. Graduation E. Post Graduation F. Others


Total

13 2 12 45 6 22
100

13 2 12 45 6 22
100

Inference:

The above table shows that the educational qualification of respondents, 45% of the respondents has completed graduation, 22% of the respondents have completed other qualification, 13% of the respondents are illiterate, 12% of the respondents have completed secondary education. 6%> of the respondents have completed post graduation and remaining 2%o of the respondents are primary education.

The table informs that majority 45% of the respondents have completed graduation.

27

Chart 3

3. Chart showing the details about educational category of respondents.

50 45 40 35 30 25 20 15 10 5 0 Illiterate Primary Secondary 2 13 12

45

22

Graduation

Post Graduation

Others

No. of Respondents

28

Table 4 4. Table showing the details about occupation category

Category

No. of Respondents

Percentage (%)

A. Government Service B. Private Service C. Business D. Student E. Profession F. Farmer G. Others


Total

7 13 30 28 3 10 9
100

7 13 30 28 3 10 9
100

Inference:

The above table represents the division of the respondents on the basis of occupation. 30% of the respondents are doing own business, 28% of the respondents are students, 13% of the respondents are in private service, 10% of the respondents are farmers, 9% of the respondents are in other occupation, 7% of the respondents are in government service and remaining 3% of the respondents are in profession.

The above table clears that a majority 30% of the respondents are doing own business.

29

Chart 4 4. Chart showing the details about occupation category

35 30 30 25 20 15 10 5 0 Government Private Business Student Profession Farmer Others 7 3 13 10 9 28

No. of Respondents

30

Table 5

5. Table and chart showing the details about monthly income category of respondents.

Category

No. of Respondents

Percentage (%)

Up to Rs.2000 2001 to 5000 5001 to 10000 10001 to 15000 Above 15000


Total

55 22 20 3 100

55 22 20 3 100

Inference:

The above table represents the division of the respondents on the basis of income level. About 55% of the respondents belong to the income level upto Rs.2000. About 22% of the respondents belong to the income level of Rs.2001 5000. About 20% of the respondents belong to the income level of Rs.5001 10,000 and about 3% of the respondents belong to the income level of Rs. 10001 - 15000.

It is informed that a majority 55% of the respondents belong to the income level of up to Rs.2000 and above Rs. 15000 respectively.

31

Table 5

5. Table and chart showing the details about monthly income category of respondents.

60 50 40 30

55

22 20 10

20

3 0 0 Upto Rs.2000 2001 - 5000 5001 - 10000 No. of Respondents 10000 - 15000 Above 15000

32

Table 6

6. Table and chart showing the sources of influence to the product by the respondent

Category

No. of Respondents

Percentage (%)

Advertisement Relatives Friends Neighbors


Total

43 11 36 10
100

43 11 36 10
100

Inference:

The above table represents the division of the respondents on the basis of influence to the product. 43% of the respondents influence by Advertisement, 36% of the respondents influence by friends level, 11% of the respondents influence by relatives and remaining 10% of the respondents influence by neighbors.

The above table clears that a majority 43%) of the respondents are influence by advertisement level.

33

Chart 6

6. Chart showing the sources of influence to the product by the respondent

50 45 40 35 30 25 20 15 10 5 0 Advertisement Relatives Friends Neighbours 11 10 43 36

No. of Respondents

34

Table 7

7. Table, customers lowing the details about the service back obtained by the respondents

Category

No. of Respondents

Percentage (%)

Talk more Student pack Life Time Others


Total

27 50 5 18
100

27 50 5 18
100

Inference:

The above table represents the division of the respondents on the basis of service pack obtained by the respondents in that 50% of the respondents obtained students pack, 27% of the respondents obtaining Talk more, 18% of the respondents obtaining others category and remaining 5% of the respondents obtaining time life services.

The above table clears that majority 50% of the respondents obtained student pack on the customer level.

35

Chart 7

7. Chart showing customers lowing the details about the service back obtained by the respondents

60 50 50 40 30 20 10 0 Talk More Student Pack Life Time Others 27 18

No. of Respondents

36

Table 8

8. Table showing the details about Satisfaction of Airtel Advertisement

S. No.

Satisfaction about Airtel Advertisement

Number of Respondents

Percentage

1 2

Yes No
Total

89 11
100

89% 11%
100%

Inference:

The table shows that out of 100 respondents, 89% of the respondents are satisfied with the advertisement and 11% of the respondents are not satisfied with the advertisement.

37

Chart 8

8. Chart showing the detail about satisfied which Airtel advertisement

100 90 80 70 60 50 40 30 20 10 0 Satisfaction about Airtel Advertisement Yes No

38

Table 9 9. Table showing the details about quality of Airtel SIM

S. No.

Quality of the Airtel

Number of Respondents

Percentage

1 2 3 4

Excellent Very Good Good Poor


Total

20 30 42 8
100

20% 30% 42% 8%


100%

Inference:

The table shows that out of 100 respondents 20% of respondents felt that the quality is excellent, 30% of respondents felt that the quality is very good, 42% of respondents felt that the quality is good and 8% felt that the quality is poor.

39

Chart 9 9. Chart showing the details about quality of Airtel SIM

Poor, 8 Excellent, 20

Very Good, 30

Good, 42

40

Table 10 10. Table showing the details about the Price of the SIM

S. No.

About the Price

Number of Respondents

Percentage

1 2 3 4

Low Very Low High Very high


Total

29 5 52 14
100

29 5 52 14
100%

Inference:

The table shows that out of 100 respondents 29% of the respondents felt that price is low, 5% of the respondents felt that price is very low, 52% of the respondents felt that price is high, 14% of the respondents felt that price is very high.

41

Table 10 10. Table showing the details about the Price of the SIM

60 52 50 40 30 20 10 0 Low Very Low No. of Respondents High Very High 29

14 5

42

Table 11

11. Table and chart showing the details about Mode of service used by the respondents.

Category

No. of Respondents

Percentage (%)

Post Paid Pre Paid Others


Total

27 71 2
100

27 71 2
100

Inference:

The above table represents the division of the respondents on the basis of mode of service used by the respondents. In that, 71% of the respondents uses prepaid, 27% of the respondents uses post paid and remaining 2% of the respondents uses others.

The above table clear that majority 71% of the respondents are using prepaid level.

43

Chart 11

11. Chart showing the details about Mode of service used by the respondents.

80 71 70 60 50 40 30 20 10 0 Post Paid Pre Paid No. of Respondents Others 2 27

44

Table 12

12. Table showing the satisfaction level of respondents about the network coverage.

Category

No. of Respondents

Percentage (%)

Satisfied Dissatisfied Moderate


Total

63 10 27
100

63 10 27
100

Inference:

The above table represents the division of the represent on the basis of their satisfaction on network coverage facility. 63% of the respondents felt that the coverage facility is satisfied, 27% of the respondents felt that the coverage facility is moderate and remaining 10% of the respondents felt that the coverage facility is dissatisfied.

It is clear that a majority 63% of the respondents felt that the network coverage facility is satisfied.

45

Chart 12

12. Chart showing the satisfaction level of respondents about the network coverage.

70 60 50 40 30 20

63

27

10 10 0 Satisfied Dissatisfied No. of Respondents Moderate

46

Table 13 13. Table showing about the provision of customer care

Category

No. of Respondents

Percentage (%)

Yes No
Total

71 29
100

71 29
100

Inference:

The above table shows whether the respondents receive timely help from customer service center. About 71% of the respondents felt that they get timely help from the customer service center and the remaining 29% of the respondents felt that they are not getting the timely help.

Majority of the respondents 71% felt that they get timely help from the customer service center.

47

Chart 13 13. Chart showing about the provision of customer care

No. of Respondents
80 70 60 50 40 No. of Respondents 30 20 10 0 Yes No

48

Table 14

14. Table showing the details about amount spent for recharge card by the respondents.

Category

No. of Respondents

Percentage (%)

A. 200 B. 250 C. 301 D. 400 E. 440 F. 501 G. 998 H. 1599 Others


Total

36 6 3 15 18 1 1 20
100

36 6 3 15 18 1 1 20
100

Inference:

The above table reveals the amount spent by the respondents for purchasing recharge card in that 36% of the respondents spent Rs.200, 18% of the respondents spend Rs.440, 20% of the respondents spend for others, 15% of the respondents spend for Rs.400, 6% of the respondents spend for Rs.250, 3% of the respondents spend for Rs.301, 1% of the respondents spend for Rs.501 and remaining 1% of the respondents spend for Rs.1599 for Recharge Card.

49

Chart 14

14. Chart showing the details about amount spent for recharge card by the respondents.

40 35 30 25

36

20 20 15 15 10 5 0 200 250 301 400 440 501 998 1599 Othres 6 3 1 0 1 18

No. of Respondents

50

Table 15

15. Table showing the usage of Group Card System in Airtel by the respondents

Category

No. of Respondents

Percentage (%)

Yes No
Total

72 28
100

72 28
100

Inference:

The above table shows whether the respondents group card use the system in Airtel about 72% of the respondents are using group card system and remaining 28% of the respondents are not using group card system in Airtel.

Majority of the respondents 72% use the group card system in Airtel.

51

Chart 15

15. Chart showing the usage of Group Card System in Airtel by the respondents

80 70 60 50 40 30 20 10 0

72

28

Yes No. of Respondents

No

52

Table 16

16. Table showing the details about Satisfied with group card system.

Category

No. of Respondents

Percentage (%)

Yes No
Total

90 10
100

90 10
100

Inference:

Table represents the satisfaction level of respondents with group card system. 90% of the respondents are satisfied with the group card system and 10% of the respondents are dissatisfied with the group card system.

53

Chart 16

16. Chart showing the details about Satisfied with group card system.

No. of Respondents
100 90 80 70 60 50 40 30 20 10 0 Yes No No. of Respondents

54

Table 17

17. Table and chart showing the extra facilities like new and cricket the customers.

Category

No. of Respondents

Percentage (%)

Yes No
Total

74 26
100

74 26
100

Inference:

The above table shows whether the respondents extra facilities like news and cricket in Airtel customers. 74% of the respondents like news and cricket and remaining 26% of the respondents are not like new and crickets.

Majority of the respondents 74% feel that they like news and crickets.

55

Chart 17

17. Chart showing the extra facilities like new and cricket the customers.

80 70 60 50 40 30 20 10 0

74

26

Yes No. of Respondents

No

56

Table 18

18. Table showing the details about satisfied in using the Airtel Customers.

Category

No. of Respondents

Percentage (%)

Highly Satisfied Satisfied Moderate Not-Satisfied


Total

29 38 32 1
100

29 38 32 1
100

Inference:

The above table shows the respondents satisfied using in Airtel. About 38% of the respondents satisfied, about 32% of the respondents moderate 29% of the respondents highly satisfied and remaining 1% of the respondents are not satisfied using in Airtel.

The above table clears that a majority 38% of the respondents feel that the satisfied using in Airtel.

57

Chart 18

18. Chart showing the details about satisfied in using the Airtel Customers.

40 35 30 25 20 15 10 5 0 Highly Satisfied 29

38 32

1 Satisfied Moderate Dissatisfied

no. of Respondents

58

CHAPTER - V

FINDINGS AND SUGGESTIONS

Findings:

With the help of the analysis chapter the following findings can be made.

i.

Analyzing the socio economic factors, it is evident that most of the respondents belong to the male group.

ii.

The majority of the respondents belong to the age group between 21-30 years.

iii. iv. v.

Most of the respondents come under the graduate level. Most of the respondents are doing their own business. Maximum number of respondents belong to the income level upto Rs.2000 and above Rs. 15000 respectively.

vi. vii. viii.

The no. of connections to be increased mainly by advertising. The majority of the respondents are getting the student pack. All the respondents are approaching customer service center for activating the prepaid card.

ix.

The majority of the respondents feel that the coverage facility are satisfied.

x.

71% of the respondents feel that they get timely help from the customer service centre.

xi.

89% of the respondents said that the quality are the reasons for the Airtel Services.

xii. xiii.

Majority of the respondents Airtel services praises high. 36% of the respondents belong to the recharge card using recharge level Rs.200.
59

xiv. xv.

72% of the respondents are the group card system in Airtel. 81% of the respondents get use the maximum message limit sent from the network.

xvi.

48% of the respondents have been sharing the information which friendly related.

xvii.

74% of the respondents feel that the extra facilities like news and cricket are good.

xviii.

38% of the respondents are satisfied by using the Airtel network.

60

Suggestions:

We look forward to receive our comments and suggestions on any aspect of your services and offerings, so that you can improve, then and there and make more relevant to your needs and wants. The customers expect you to improve the land line connection Customers expect the network coverage facility in rural areas and urban areas. Reducing the re-charge card price and increasing the validity increase the Airtel customers. You can provide modern technological and implementation to the customers. It is necessary to increase dealers on post paid and prepaid card. To rectify customer complaint as early as possible. The customers request you to provide the free SMS in national level.

61

CONCLUSION

The study on the customer satisfaction on Airtel in Sankarankovil taluk proved to be very useful and highly informative. It is also proved to be a great experience for the research from the respondents.

The comparative study on cu8stomer satisfaction towards other few is quite useful and also the rules and regulations followed in usage of Airtel is clear and effective.

Finally the study on customer satisfaction towards Airtel with special reference at Sankarankovil is helpful to arrive a valuable suggestion through the analysis of primary data and secondary data.

In the words of Gandhiji, It is not we are serving the customer but the customer has given an opportunity for as to serve him is followed by the agents.

62