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Alim Final Project....

Alim Final Project....

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Published by: Rahimy Ghorbandi on Jul 21, 2011
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Sections

  • Strength:-
  • Weakness:-
  • Opportunities:
  • Postpaid Mobile Phone!
  • Fixed Line phone services!
  • Fixed Wireless Phone!
  • Broadband internet&internet
  • Mobile
  • Voice
  • Office solution
  • Career services
  • E business services
  • Satellite services
  • International services
  • MARKET SHARE
  • INNOVATION
  • Recognitions and awards
  • PROMOTION
  • Television
  • Internet
  • Newspaper
  • Franchise
  • Direct contact
  • Attributes:
  • Goa Airtel ,Company profile
  • Network Availability:
  • Network, Quality
  • Innovative Schemes-:
  • Research Methodology
  • Tools used for market survey are:-
  • Secondary Data:-
  • 3. Target Respondents:-
  • 4. Sampling:-
  • DATA ANALYSIS
  • Q1 Do you keep TELECOM connections?
  • 2. How many Mobile connection do you have in your shop?
  • 3. Which Mobile connection currently are you using?
  • 4. Are you using Airtel connection in your shop?
  • 5. If no, then are you interested in having AIRTEL connections with you
  • now?
  • 6. Type of shops which Are using Airtel (out of 51):-
  • 7. Type of recharge cards liked by the people
  • 9. Celebrity liked by customer very much in AIRTEL
  • 10. Rating of Airtel services over some parameters
  • Features Rank allotted
  • Findings :
  • 11. Are you using Prepaid or Postpaid?
  • Objective:
  • 12. Type of advertisement mostly like by peoples in AIRTEL is
  • 13. Feature of AIRTEL forced people to use AIRTEL is,
  • 14. People know about AIRTEL cellular service through
  • 15. Retailer feedback about the Brand Image of Airtel
  • 16. Market strength of the Airtel according to the Retailers feedback
  • 17. Airtel¶s customer care service according of the retailers
  • 18. Airtel¶s product line according to the Retailers
  • 19. Customer satisfaction level from the Airtel¶s network service
  • connection
  • Recommendations:
  • Observation:

1

Summary
Airtel comes to you from Bharti cellular Limited- a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a range of telecom services, which includes cellular, basic, internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Bharti is the leading cellular services provider, with an all India footprint covering all 23 telecom circles of the country. It has over 112 million satisfied customers. The objective of the project is ³Market Share of Airtel in Goa along with the finding of consumer problems´. Main objective of the study was to find the share of Airtel in the allotted market and to know its potential market and how the retailers and General stores giving the feedback of Airtel service in Goa. In this, non telecom shops are targeted and their demand or requirement is understood. Their interest is being taken into consideration i.e. whether they are interested or not interested if given an option to them to keep Airtel connection for selling. Also for existing telecom shops; retailers are being questioned about their level of satisfaction from the business, whether they keep Airtel connection, overall performance of each telecom services providers and their feedback for Airtel. The method which was used to study the replies of the telecom and non telecom shops that may or may not be interested in having Airtel connections is through questionnaire. The questionnaires were filled by: - moving to each and every retailer¶s shops and General stores which was being allotted. Markets allotted are whole panjim which is includes (Donapuala Merces Taligao, Caranzleem bus stand ) Existing telecom shops and non telecom shops like chemist, general stores, STD/ PCO, gifts shops are mainly focused. The questionnaires were filled there and then by the retailers and then analysis is being done and then I came up to my final findings . The questionnaire was bifurcated into different segments i.e. general information about the retailers containing name, address, age, shop address, whether they keep Airtel or not, if no then their interest on keeping it. Also overall comparative performance is being asked from existing telecom. My experience at Airtel has been a very informative and enlightening one and has provided me with the kind of experience that I feel proud to have attained.

Done by: Abdul Alim Rahimy

2

Objective
The objective of the project was to: To find the market share of Airtel in allotted markets.  To find out the Main problem of Airtel as well as in Goa state through the retailers and shops feedback.  To find out the retailers and consumers problems.       To understand which kind of Airtel advertisement has more effect on the mind of the customers. To understand that how many customers got still the benefits schemes that offered by Airtel. To find out the customers satisfaction level from the network service connection. To find out the overall analysis of the retailers feedback about the Airtel which is based on (Brand, Market strength, customers care service, product Line) To know the satisfaction level from the existing telecom shopkeepers. To keep an eye on the competitors strengths and weaknesses.

Done by: Abdul Alim Rahimy

3

Industry profile Airtel
Airtel is a brand of telecommunication services in India operated by Bharti Airtel. Airtel is the largest cellular service provider in India in terms of number of subscribers. BhartiAirtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (fixed line, Internet Connectivity(DSL) and Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting for corporate)Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. In April 2006 Bharti Global Limited was awarded a telecommunications license in Jersey in the Channel Islands by the local telecommunications regulator the JCRA. In September 2006 the Office of Utility Regulation in Guernsey awarded GuernseyAirtel with a mobile telecommunications license.Siemens for a 900 million dollar expansion of its mobile and fixed network In August 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadband customers. In March 2008, Bharti Airtel had been roll out third generation services in Sri Lanka in association with Singtel . This is because Singapore -based Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is a major player in the 3G space as it has already third generation networks in several markets across Asia. Airtel is committed to bring Seychelles the best in telecommunications. The strength behind Airtel is the Bharti group, a telecom giant - the biggest private integrated telecom conglomerate based in India. Bharti Enterprises has successfully focused its strategy on telecom while straddling diverse fields of business. From the creation of 'Airtel', one of India's finest brands, to becoming the largest manufacturer and exporter of excellent telecom terminals under its ³Beetel´ brand, Bharti has created a significant position for itself in the global telecommunications sector.

Done by: Abdul Alim Rahimy

4

Bharti Tele-Ventures is today acknowledged as one of India's finest companies, and its flagship brand 'Airtel', has over 112 millions customers across the length and breadth of India. Bharti's Registered as Telecom Seychelles Limited and operating under the brand name of
Airtel,

the company is licensed to offer comprehensive telecom services including GSM Cellular, PSTN (Fixed Lines), Fax and Data, International Roaming, connectivity to Internet Services, Maritime Telecom Services (INMARSAT) and International Collect and Credit Card calling. Dominating the market with its service and customer commitment - Airtel has always been at the forefront of innovation and change in the Telecom sector in Seychelles. Airtel provides the whole range of telecom services, from GSM mobile services Airtel , Prepaid Mobile Cards available at a string of outlets, International Roaming with 157 operators in 65 countries, a host of Value Added Services, Fixed Cellular services and a fast growing Fixed Line network as well. All this, of course, comes to you with the distinct Airtel advantage of excellent Tariffs, the best GSM Coverage on the islands, world class Technology from industry leaders like Ericsson and Scientific Atlanta and 24-hour Customer Care. Vision: To provide global telecom services and delight customers. MISSION Of Airtel: We will meet the mobile communication needs of our customers through: y y y Error- free service delivery Innovative products and services Cost efficiency

Done by: Abdul Alim Rahimy

Rural penetration too holds vast potential to bring about growth. standardized integration framework. Airtel is tough competition from the operators like BSNL and MTNL as these two operators are offering services at a low rate. Distribution channel is not accurately categorized. Opportunities:  Optimization of business processes and infrastructure through flexible. a d total n revenue. hence can¶t compete in low price segment.  Price Competition from BSNL and MTNL.  Strong Brand Name  Airtel as the largest cell phone player in India with a footprint that covers all telecom circles in the country.  It has a strong brand name.  It has high return of equity. superior quality products and an enviable distribution network.  Little efforts over the Advertising of products.  Very focused on telecom Airtel is largely focused on the telecom. Premium priced products. shareholder return. revenue growth. Weakness: Due to different target markets and number of different kind of services Airtel has to face high expenditures and manufacturing cost.5 SWOT ANALYsis Strength: Huge product line which cover every segment of market.  Outsourcing of technology enables Bharti Airtel to focus resources on growing the business.  Flexible pricing model enables Bharti Airtel to avoid major increases in capital expenditures  The company's financial performance can receive a major boost from its cost reduction efforts. around 93% of the total revenue comes from telecom (Total telecom revenue Rs 3.326).  Airtel¶s business has ample scope for gaining market share from the unorganized sector. Done by: Abdul Alim Rahimy .

6 Threats:  Bharti Airtel¶s threat was the need to make the major investments in IT infrastructure required to service its rapidly growing base of subscribers. Features´Here are some of the many advantages that New Airtel Prepaid brings you. Tata tell services. The service that helps you gives words to every feeling. y y y Total cost control Pre Activated STD/ISD Strong Network Coverage Done by: Abdul Alim Rahimy . Others telecommunication companies (Tata communications. aircel) are developing and providing new services. So Bharti Airtel needed to find a way to focus on developing new services that could set it apart from the competition and strengthen its customer relationships . an expression to every emotion . spice telecom.  Competition is intensifying in the Indian telecom services market. As a capital expenditure. idea cellular. Marketing mixservices Of Airtel! y Prepaid mobile phone! Enter the world of limitless possibilities with Airtel Prepaid. these investments are typically offset by the future service revenues that they enable.

Credit Limit Strong Network Coverage Long Distance Calling Facility Widest Roaming (National and International) GPRS ± Roaming Say it. Anywhere. It gives you the unlimited freedom to Reach out to people in your special way. In more than just words Reach Us Anytime Anywhere Done by: Abdul Alim Rahimy .7 Postpaid Mobile Phone! Life becomes much simpler with your Airtel Postpaid. Features Check out the exciting features you can enjoy with an Airtel Postpaid Connection: y y y y y y y y y Easy Billing Easy Payment Options. Anytime.

call wait. call divert. CLI.8 Fixed Line phone services! Airtel an excellent service and innovative technology with Fixed Line Calling is made more fun & convenient with services and entertainment on Airtel. SMS and more! Done by: Abdul Alim Rahimy . y Great Add-on Services with features of a mobile phone Airtel Mega offers a host of value added services like Hello Tunes. y InstantConnection It ensures that your immediate accessibility needs are met. Voice Mail. call conference. Use can use his set anywhere within city. Fixed Wireless Phone! Avail the convenience of a mobile phone on a fixed line without any cable disturbing the ambience living room. you can carry the set along with you when you move from one room to another or when you shift your home/office. at no extra cost. with an instant connection. a feature rich Wireless Fixed Line that remains unaffected by rain or similar other problems and gives a complete peace of mind! Great advantages at your fingertips: Features y EasytoUse Airtel Mega is extremely convenient and easy to install and does not require any wiring or change in the aesthetics in home or office. Presenting Airtel Mega. GPRS. What's more.

It is powered by DSL technology. paying bills to making new friends and not to mention endless fun & learning for children. 1 Airtel landline 2 fixed wireless phone Done by: Abdul Alim Rahimy . Features are added to meet the business needs.9 Broadband internet&internet Now experience the internet in a new way with Airtel Broadband. optional services of broadband& internet. secure Internet access as soon as you switch on your computer.Speed on Demand User can increase the speed of the internet by paying more . Mobile y y y y Airtel has introduced mobile services target to the business related persons. We give you the power of limitless discovery on Internet ± from shopping to banking. which gives you blazing-fast. Easy billing on line pay bill system or by using credit cards Long distance calling Widest roaming facility Voice To keep in mind business requirement Airtel has developed telephone services in to two different forms.

co location Satellite services Airtel providers of broadband IP satellite services and DAMA/PAMA se rvices to support audio. 4 Vehicle tracking system enables a company to monitor the location of their stock in transit by installing Airtel mobile. global positioning box vehicle tracking enabled simcard. value -added services over a converged infrastructure. Vpn services enable organizations to run broadband applications that deliver a wide range of advanced. storage and business continuity services through its E-business services. 3 Corporate SMS Directory service enables a user or a set of users to upload their mobile numbers.10 Office solution For manage business more efficiently and more effectively Airtel offer some services. 1 2 3 4 5 6 Domestic data Domestic voice International data International voice Network& satellite services Remote management E business services Airtel offers an internationally benchmarked. Vsat connectivity Airtel VSAT gives you reliable network Done by: Abdul Alim Rahimy . 2 Information broad cast company can receive information from multiple employees/customers through sms at predefined date and predefined time. names and locations in an Airtel Server and provides space to its clients to upload their directories onto its servers. video and voice applications on demand. 1. carrier class hosting. 1 Call canters facilitate to receive 4-5 simultaneous calls that come to company from their clients and customers. Career services For big and multinational and international company¶s Airtel offer different high quality and high featured services. managed hosting 2.

distance education networks . private line services 2.047 customers as on March 31. MARKET SHARE Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 64. Tele media services 3.283. Done by: Abdul Alim Rahimy .326 Tele media subscribers. international MPLC 3.721 GSM mobile and 2. data center services 6. INNOVATION The businesses at Airtel have been structured into three individual strategic business units (SBU¶s) on the basis of nature features technology of these services. broadcast and multicast networks for stock market applications. internet services 5. Features 1.268. International services Airtel offers communication solutions according to business needs. Ethernet services over SDH PLACE AIRTEL offers its mobile GSM services In 23 circles and broadband& internet services in 94 cities. to stay connected worldwide through International Services including. managed IPLC 4. Mobile services. 1. 2.11 connectivity to run mission-critical applications like Internet access.984. 2008. Enterprise services. consi sting of 61. Airtel has 50% market share in telecommunication market.

Done by: Abdul Alim Rahimy .12 Airtel . with realigned roles.Organization Structure As an outcome of a restructuring exercise conducted within the company. 2006. this unified management structure of 'One Airtel' will enable continued improvement in the delivery of the Group¶s strategic vision. responsibilities and reporting relationships of Bharti¶s key team players. With effect from March 01. a new integrated organizational structure has emerged.

India by Institutional Investor for 2005 Selected as best Asian telecom CEO by Telecom Asia y y Adjudged as business leader of the year 2005 by Economic Times Bharti Airtel Ranked 3rd on Shareholder Returns in Business Week IT 100 List y Sunil Bharti Mittal conferred Degree of Doctor of Science by G. Pant University y Bharti Airtel has won the CNBC-TV18 India Business Leader Award for the Outstanding Company of the year. 2007. y Adjudged as Indian mobile operator of the year 2005by Asian Mobile News Adjudged as best GSM carrier in Asia and best Indian carrier by Telecom Asia Features at 19th amongst the top 100 global technology companies y Adjudged as best CEO telecommunications Asia & best CEO. Done by: Abdul Alim Rahimy . B. y Bharti draws top honors at the NDTV Profit Business Leadership Awards 2007.13 Recognitions and awards y Awarded with 2006 Frost & Sullivan Asia Pacific ICT awards for wireless service provider of the year and competitive service provider of the year y y Awarded with Telecom Asia Award 2006 for best Indian carrier Adjudged as best managed company in India ±large cap by Asia money Dec 2005 edition awarded with India¶s most customer responsive company award 2005by Avaya Global Connect Ltd.

com Newspaper Airtel deliver ads on newspaper about its mobile and telemmedia services in that newspaper that are commonly read in homes shops public places.14 PROMOTION AIRTEL use different ways to promote and sale of their services like y y y y y y Television Internet Newspaper Sign boards Franchise offices Direct contact Television For mobile and telemedia services Airtel lies on attractive television commercials using personality symbol like shahrukh khan because these services are household types and people activated through TV commercials.bhartiAirtel. Internet Airtel also use internet using its well attractive website covering all features of its services and deliver Email to potential customers. But ads for enterprise services AIRTEL chose those newspapers that are read in business firms and offices. Done by: Abdul Alim Rahimy . www.

15 Franchise Airtel promote and sale its mobile and telemedia services through it well attractive franchise offices that are located convenient public places. In touch with current market trends. Differentiating itself from other players. Promotional offers. Direct contact Airtel has its own salesman who go to business firms and contact directly to them who convince them about their enterprise services that is useful and according the need of their business . Done by: Abdul Alim Rahimy . Targeting the infrequent users. Attributes: y y y y y y y y y y Maximizing Customers¶ product and service experiences. Cost optimization. Value Addition to products and services. Brand Consistency. Understanding of customers¶ likes and dislikes Proper positioning of brand in the market.

Network. Innovative Schemes-: The success of Airtel in Maharashtra &Goa circle completely relies on new schemes and offers which are somewhat better in its own way than other providers.Company profile head office of Airtel located in new Delhi and it has 23 circle in the whole India and one of its circle is in Maharashtra which it divided in two parts one is Mumbai and another one is Maharashtra further divided in seven others zones including of Goa . Done by: Abdul Alim Rahimy . 11 territory manager and 2 sales manager 1zonal business 1 territory manager for postpaid and 1 admin executive 3postpaid customer service delivery and 3 backend executive for the prepaid. Subscriber usually faces calls drops in elevator. basement and parking lots. Company has been struggling with the issue of less cell sites in main cities of Maharashtra &Goa circle network is usually full in outdoor places but the strength decreases drastically as soon as subscriber enters an indoor place.This scheme still exists and is a boon for subscribers who like to exchange info by sending voice sms instead of the orthodox way of sending texts. in Goa they have one zonal office which is located in Patto Plaza of Panjim Goa In this zonal office have been working 21 employees . Network quality on highway is better because highway is scarcely densed.16 Goa Airtel . Airtel has the overall 22% market share in Goa and it has 24% market share in prepaid and 20%market share in postpaid and they around 125000 customers in prepaid and 8500 customers in postpaid Network Availability: Coverage has always been the main drawback of Airtel in Maharashtra &Goa circle.User faces congestion in peak hours and the call quality is way below average with frequent call drops even in the heart of city. Airtel also introduced the 20 Rs voucher which gives 2000 local and national voice sms to any provider in India with a validity of 30 days. Airtel dared to launch ³Airtel Friends´ pack years ago in Maharashtra &Goa circle when 10 paise/min calling was considered as joke! people who are already on this plan can still use it without facing any problem of validity as there are schemes like the 110 Rs recharge which gives 98 Rs talk time and 1 year validity with no change in the tariff plan. Quality Network quality of Airtel in Maharashtra &Goa circle is good.

Please callback after sometime´ or ³we are not able to check your information because of system up gradation so please callback after sometime´. Call customer during peak hours and they have ready answers like ³our system is down. Some customer care executives can¶t even speak fluent English. Airtel has usually given unmatched value added services in this circle like the mobile office service. All in all a user gets his problems solved by calling customer care but the experience is not something which can be relished. They can give you the info you require but for that they need to consult their seniors. The staff is well mannered but lacks enthusiasm. Done by: Abdul Alim Rahimy . VAS: Airtel has made a significant mark by launching a wide array of value added services«some services are just meant to empty the pocket of subscribers like the astrology section where random predictions are given not based on any calculation and charging hefty amount for it. Hello tunes were first launched on Airtel in Maharashtra &Goa circle in 2004.Months later other providers launched their own services of Hello Tunes with different names.. NOP service.17 Customer Care: Customer care of Airtel is good but certainly not the best. However they have gradually increased the GPRS rates in a span of 5 years which made them lose few of their loyal GPRS subscribers because of the new entrants like Aircel and Reliance GSM which offers unlimited free internet for as low as 98 Rs per month and 5 paise/10 kb respectively.

be cause it s X-ray has bad effect on the mind of the people. without asking customer. so according to my survey that me as a BBA student recognized the main problem of Airtel was (Network drop in some area of Maharashtra and Goa circle). Solution: they should increase the Number of towers or usesome wireless booster to increase the strength of Network.  Packs are activating by its self. Peripheral problem: I found from my survey and customers feedback that Airtel peripheral problems will be as below. they can t build another base station in the city or other places because Government and people they are not giving allow them to build.  Network Busy at 7 PM. so they have only these options to increase the number of towers or use some wireless booster to increase the strength of Network. Done by: Abdul Alim Rahimy .18 Problems statement: Main problem: As we know in every telecommunication service Network coverage is the main important and significant element.  Call Drop some times after3 minutes in night. which it can attract and find more loyal customers to get more market share in the market along with high revenue.

Decisions were taken on the data sources. a plan was developed to gather information most efficiently. sampling plan.was gathered by carrying out a market survey of various telecom and non telecom shops in the Panjim market and Donapuala caranzleem talegoa bus stand santokrooz Current perceptions of existing retailers has been taken to judge their expectations from Airtel and its services.. Also non telecom shops are been captured so as to know their interests in keeping Airtel Mirces Tools used for market survey are:Q u e s t i o n n a i r e s for retailers: Q uest i onna ir es were given to approximately 51 shopkeepers. I have done a survey in the market to find the share of Airtel in the allotted market and to know its potential market and how is the retailers feedbacks about the Airtel. I went through the papers and I came up with my final findings.19 ResearchMethodology On defining the objective of the project. Primary Data: .Primary and secondary data was gathered. research tools and contact methods. The questionnaire contained questions with options which I thought was less time consuming. The design I chose for my survey was questionnaire. So every question had two or more options. The methodology which I used was surveying and through conducting surveys I could achieve my findings. After collecting the question papers. Data Sources: . Done by: Abdul Alim Rahimy . Visited the whole panjim area capital of Goa. I made tow list of questionnaire one for the retailers and one for the General stores PCO/ STD and distributed for them.

And some of the information about the company we have gotten by the sales manager through contact by the cell-phone. Data should be suitable and adequate. bus stand Donapuala . Miramer .in Are the main sites which are been used for collection of data in my research. santocrooz . The areas covered were (panjim market. Target Respondents:Retailers and Shopkeepers of panjim market visited. media and print so as to obtain relevant information such as industry background and also public perception of Airtel.Airtelworld. cranzleem . Taligoa) Execution After collection of relevant data and sample planning done. 4. the questionnaires were filled by the retailers and shopkeepers by personally interviewing them Done by: Abdul Alim Rahimy . Sampling:Sample size 55 shops (telecom and non telecom) in the panjim market under the distributor was taken. mostly in his free times around 7-8 pm the data used in research is reliable according to our research needs.20 Secondary Data:Information was gathered from the internet.com www Airtel.mirces. 3. Internet Airtel has its own site in which all details are given www.

so I found in the most shops telecom connection and the rest 70% most of them told us that they are not using Airtel as I think they were busy with their business with client or they don¶t have time to interview with us or they thought that we are not students and we are not right people will create problems for them. Done by: Abdul Alim Rahimy . and they reject us that they are not using telecom in their shops.21 DATA ANALYSIS Q1 Do you keep TELECOM connections? Reply of respondent Yes No No. of respondents 51 4 Percentage of respondents 93% 7% Do you keep TELECOM connections? yes No 7% 93% findings: : Majority of shops 93% out of 51 keep the telecom connections available in their shops and rest of them 7% don¶t have the telecom connections services available in their shops. that all shops and business are using telecom and new technologies for their shops and businesses. Analysis: as it is clear to all.

Done by: Abdul Alim Rahimy £ How ma Mobile connec ion do ou have in our hop? ¡ ¡ ¢ ¡  2connection 3connection >3connection . so I found mostly in general stores that they are working four or more than four people and all of them are using telecom connection. Analysis: I surveyed mostly general stores and telecom shops.22 2. may be in most of the shops they are keeping the Airtel connection one or two connection. How many Mobile connection do you have in your shop? No of connection 1 2 3 >3 No of responded 6 13 20 12 Total no of connection 6 26 60 48 Percentage 4% 19% 42% 35% 4% 19% 1connection 42% 35% Findings: I found that majority of the shops are using more than 3 connections.

Idea has also very good customer care and it has the third rank market share in the market.23 3. BSNL and Reliance are also medium. Analysis: Airtel has different types offer for its customers and also have good brand name and huge product line. Done by: Abdul Alim Rahimy ¤ other . but they are looking to come up soon because its marketing along with the different types of offers are coming to the market. BSNL and Reliance 11%. They have the same market share and 16% of market share is belong to the other telecommunications. and second rank Vodafone also has good network connection. Which Mobile connection currently are you using? Name of the connections Airtel Vodafone Idea Reliance BSNL others number of responded 40 38 35 20 20 28 Market Share of each connection 22% 21% 19% 11% 11% 16% Which Mobile connection currently are you using? 16% 11% 22% Airtel Vodafone Idea Reliance 11% 19% 21% BSNL Findings: I found during my survey that Airtel has 22% market share and Vodafone has the second rank which is 21% and Idea has the third rank 19%. so most of the customers are using Airtel. with the different types of offer for its customers so it has the second rank.

so in 36 shops I found at least one Airtel connection .24 4. Are you using Airtel connection in your shop? Reply of respondent Yes No No. the rest people at the same shops they may be had other c onnection also .from my survey I found that out of 51 shops 36 shops are using Airtel and the rest 15 shops they are not using Airtel. but I found one Airtel connection also. Analysis: out of the 51 shops I found Airtel in 36 shops . Done by: Abdul Alim Rahimy ¥ N . and others 15 shops they didn¶t had any Airtel connection in their shops . of respondents 36 Percentage of respondents 71% 29% 15 Are you using Airtel connection in your shop? 29% yes 71% Findings:.

and 80% stated No Analysis: out of 15 shops that they didn¶t had Airtel connection in their shops 20% are interested to keep Airtel because they liked new offers of Airtel and 80% they didn¶t show interest to change their connection because they are familiar with the system of their current connection along with its offers and all.25 5. then are you interested in having AIRTEL connections with you now? Reply of respondent Yes No 3 12 No. If no. Done by: Abdul Alim Rahimy ¦ 20% yes No . 20% responded yes. of respondents Percentage of respondents 20% 80% Are you intereste in having AIRTEL 80% Conclusion: in response to question ³Are you interested in having Airtel´.

Done by: Abdul Alim Rahimy . second the General stores with 28%.26 6. the third STD/PCO 25%. Analysis: in all telecom shops I found Airtel connection and in general stores alsoI found mostly Airtel in STD and PCO also I found Airtel. Type of shops which Are using Airtel (out of 51):Type General Store STD/PCO Telecom Others Total Number of shops 20 12 14 5 Number of responded 10 9 14 3 Percentage 28% 25% 39% 8% T pe of hops 8% 28% General stores STD /PCO 39% 25% Telecom others Conclusion: Majority of the shops covered are the telecom shops which is around 39%. and 8% are other stores. so in general stores they are using Airtel because it has very good offers and it is cheap for them and they can use very well form its offers and all telecom shops they are using Airtel because it is their business STD and PCO also because of the customer choice they are keeping different types of connection including of the Airtel.

these offers are available in Airtel but they have to recharge more credit card to get these offers and 30% liked more talk time this offer also available in Airtel they can get it easily from Airtel and 20% liked more validity this offer is also available in Airtel. Done by: Abdul Alim Rahimy . Analysis: I found from my survey that most of the customers they liked both (more talk time and more validity) . Type of recharge cards liked by the people Reply of respondent More talk time More validity Both No.27 7. so it means Airtel offers every kind of the service to its customers. of respondents 11 7 18 Percentage of respondents 30% 20% 50% Type of recharge cards liked by the people 30% 50% more talktime more validity both 20% Conclusion: Out of the 36 respondents 30% liked more talk time and 20% liked to recharge with more validity and 50% liked both.

Analysis: majority of the customers got the benefits schemes that offered by Airtel and they are happy with the Airtel offers and 22% of the customers they didn¶t got the benefits schemes that offered by Airtel because they are not aware of offers so Airtel should increase its Advertising for the customers and 8% they don¶t know that they got orno.28 8. of respondents 25 8 3 Percentage of respondents 70% 22% 8% People take benefits of schemes offered by AIRTEL 8% yes No 22% Can't Say 70% Conclusion: out of 36 respondents 70% said that they got the benefits schemes that offered by Airtel and the 13% said that they have not got from the benefits schemes of Airtel and the rest 8% said that don¶t know they got the benefits or no. Done by: Abdul Alim Rahimy . People take benefits of schemes offered by AIRTEL. Reply of respondent yes No Can¶t say No.

1% 5.R.4% Celebrity liked by people very much in AIRTEL 7% 8% Sachin Shahrukh 50% kareena 36% A. so Airtel should more focus to celebrate by Sachin and shahrukh. Name of the person Sachin Shahrukh Kareena A.29 9. Celebrity liked by customer very much in AIRTEL.Rehman Conclusion: .R Rehman and 6% by Kareena.R. Done by: Abdul Alim Rahimy . Analysis: most of the customers they like to Airtel should celebrate by Sachin and and second by shahrukh .Rehman Total number 18 13 2 3 Percentage 50% 36.5% 8.As we can see in the above chart most of the people around 50% like celebrity in Airtel by Sachin and 36% by Shahrukh and 8% by A.

5% 5(worst) 5 3 2 5 10 25 5 14% percentage Base 36 respondents Done by: Abdul Alim Rahimy . Objective: To know which kind of services customers likes most in Airtel Features Rank Coverage Call Charges Roaming Facility Schemes Customer care Total Average total Rank allotted 1(best) 4 11 17 6 3 41 8 22% 2(good) 7 9 9 15 6 46 9 25% 3(average) 11 6 5 6 9 37 7 19.5% 4(poor) 9 5 3 4 8 29 7 19.30 10. Rating of Airtel services over some parameters.

Done by: Abdul Alim Rahimy § § 9 8 6 3 1 6 § § § Customer care .31 Airtel services best good 17 average poor worst 11 11 10 9 7 9 6 9 6 3 4 4 3 2 Coverage Call charges Roaming facility Schemes Findings :- y According to research out of 36 respondents the Overall ratings comes to the end that Airtel is ³Good´ for providing its services overall.

so Airtel should try to keep all its customers satisfy and focus more on customer care and coverage.32 Percentage 2 % 22.80% average poor worst . and 13% said that it is worst and 22% said best .40% 19.20% best good Findings : y According to the Average percentage the Highest was 25% which is good. n call charge and schemes offers. Analysis: from feedback of the customers I found that Airtel overall services is good .40% 13. and also boost its roami g facilities . Done by: Abdul Alim Rahimy ¨ 19.

Done by: Abdul Alim Rahimy © . Table: Answer Pre-paid Post-paid No. y y Percentages of Prepaid users are 75% and postpaid users are 25%. and also they don¶t have to rush for recharge . of Respondent 27 9 Percentage 75% 25% Are you using Prepaid or Postpaid? 25% post -paid pr paid 75% Findings: . Are you using Prepaid or Postpaid? Objective: To know whether the person is using prepaid connection or post paid one. It shows very big difference between the two figures for using and not using mobile. And those who using post paid they are mostly whole sel er and general stores and they l are feeling comfortable for the its payment to pay once per month .According to research out of 36 respondents 27 are using Prepaid services and rests 9 are using Postpaid.33 11. and they are looking more facilities by the usage of prepaid card than post paid card. Analysis: most of the people are using prepaid connection because they don¶t want to get debt.

And 13% of them are hearing by Radio and other source of audio media. yahoo and other sources of audio visual and they are Able to see the Airtel offers and all. the rest 2% theyare attracted by the magazine and print advertisement and all. Analysis: in current situation most of the people are looking for the TV . Done by: Abdul Alim Rahimy . Type of advertisement mostly like by peoples in AIRTEL is Audio Visual Print Audio : : : 85% 2% 13% Type of advertisement mostly like by peoples in AIRTEL is 13% 2% Audio visual print Audio 85% Findings . Face book.34 12.As we observe in the above chart most of the people around 85% are attracted in Airtel by the Audio Visual and 13% of the people attracted by the Audio and the rest 2% by the print advertisement.

Analysis: most of the customer attracted to use Airtel by the advertisement like TV audio visual and audio and print. billboard and magazines. and second types of the people attracted to use Airtel by goodwill and Airtel showed in the market that it¶s service is th best. that Airtel has very good schemes offers also. Feature of AIRTEL forced people to use AIRTEL is. Done by: Abdul Alim Rahimy         . 38% Advertisements 20% Connectivity 10%Schemes 32%Goodwill Feature of AIRTEL forced people to use AIRTEL is 20% 38% ad rti m nt Goodwill ch m 10% conn cti it 32% Findings: .from the above chart we can see that Advertisement has the highest percentage and Goodwill have second and the connectivity is the third and last thing that effect over the people to use Airtel is schemes. and e third bye the connectivity that Airtel has very good service and connectivity and the rest people attracted by the schemes offers.35 13.

attracted by friends that they praised Airtel offers and they said that Airtel its services is the best and it has lots of offers and all. Done by: Abdul Alim Rahimy         fri nd . 30 % Friends 70% Advertisements 5% Other Sources People know about AIRTEL cellular service through. 5% 28% Adv rti m nt 67% oth r ourc Findings: . billboard and magazines and second types of customers are . People know about AIRTEL cellular service through.In the above chart we can see most of the people around 67% know about the Airtel service through the advertisement and 28% through friend¶s information and the 5%. through the other sources know about the Airtel cellular service.36 14. the rest 5% people are attracted by other sources. Analysis: most of the customer attracted to use Airtel by the advertisement like TV audio visual and audio and print.

37 15. Analysis : according of the retailer feedback most of the people is satisfy with the brand name of Airtel . and its brand name has very positive effect in the mind of the customers and also its brand image is one of the main strength of Airtel. Retailer feedback about the Brand Image of Airtel Brand Image parcentage Excellent Good Average Bad 25% 55% 12% 8% Brand Image 12% 8% 25% Excellent Good Average Bad 55% Conclusion: As we can see the brand Image is 55% good and 25% is Excellent and 12% said it is ok and the rest 8% stated that Airtel¶s brand Image is bad. Done by: Abdul Alim Rahimy .

there is no lack of credit card or Sim kard for the services for the customers. Market strength of the Airtel according to the Retailers feedback Market Strength Percentages Excellent Good Average Bad 15% 65% 15% 5% Market strength 5% 15% 15% Excellent Good Average Bad 65% Conclusion: .38 16. Done by: Abdul Alim Rahimy . Analysis: market strength of Airtel is also very good and all customer is satisfy with is service and also it has very huge product in the market.In the above chart we can see that 55% of the retailers said that market strength of Airtel is Good and the 15% said it is Excellent and the 15% said it is average and 5% said it is Bad. and Airtel is able to compete directly with its competitors in the market along with its good services and customers care in order to keeping the customers satisfy.

it is not too good and not too bad. in order to keep them as real and loyal customers for Airtel. Done by: Abdul Alim Rahimy .In the above chart we can see that the majority of respondent around 43% of the retailers said that Airtel customer care service is Average and 38% of the retailers said that the customer care services is Good and the 12% of them said that theAirtel customer care services is Excellent and the rest 7% of them said that the Airtel customer care service is Bad. Airtel¶s customer care service according of the retailers customer service percentages care Excellent Good Average Bad 12% 38% 43% 7% customer care service 7% 12% Excellent Good Average 43% 38% Bad Conclusion:. they aretrying also to solve the customers problems and I give my suggestion also in the recommendation for the better service for the customers.39 17. only the main thing that covered Airtel problems and most of the customers had complain it was weak network connection. Airtel customers care medium. Analysis: according of my survey and retailer feedback to us.

Airtel¶s product line according to the Retailers Product Line percentages Excellent Good Average Bad 30% 45% 22% 3% product line 3% 22% 30% Excellent Good Average Bad % Conclusion: .in the above chart we can see that the most of the retailers around the 45% said Airtel product line is good and the 35% said that the Airtel product line is Excellent and the 22% of the retailers said that the Airtel product line is Average and the rest 3% said that the Airtel product line is bad. even I saw him and meet him during of my survey. Done by: Abdul Alim Rahimy ! .40 18. Analysis: I found overall that Airtel product line is very good most of the customers are satisfy with the Airtel product line. and the its sale person is very active person in the north zone. because it has once huge product line and there is no lack of credit card and simkard for the service of the customers and secondly Airte is able provide l the product on time for the customers. they have verygood performance in their sales.

that its network is weak and to some area is not giving signal also and also in the basement and some time after 7pm it not working properly . Customer satisfaction level from the Airtel¶s network service connection Satisfaction level parcentages Excellent Good Average Bad 8% 20% 50% 22% Customer satisfaction level from the Airtel netwok service connection 8% 22 Exellent 20% Good Average ad 50 Conclusion :. and also some times call drop after 3 minutes in the night.In the above chart we can see that majority of the customers around 50% responded that the network connection of Airtel is average and 22% responded that Airtel network connection is Bad and the 20% responded that Airtel network connection is Good and 8 % responded that Airtel network connection is Excellent.41 19. Analysis: Airtel network services is not too good some of the customers they have complain from the Airtel network connection. Overall I found that Airtel network service is Average. Done by: Abdul Alim Rahimy " .

and most of the people know about the Airtel services through the advertisement 67% and 26%through friends. And most of the Airtel celebrity that liked by the people is through Sachin and second sharukh.and also I found that the majority around 43% of the retailers said that Airtel customer care service is Average and 38% of the retailers said that the customer care services is Good and the 12% of them said that the Airtel customer care services is Excellent and the rest 7% of them said that the Airtel customer care service is Bad. out that 15 shops 3 are responded that they are interest to keep Airtel in their shops .and the most important things that I found in my survey is that majority of the customers around 50% responded that the network connection of Airtel is average and the 22% responded that Airtel network connection is Bad and the 20% responded that Airtel network connection is Good and the 8 % responded that Airtel network connection is Excellent. Feature of AIRTEL forced people to use AIRTEL is that Advertisement has the highest percentage and Goodwill have second and the connectivity is the third and last thing that have effect over the people to use Airtel is schemes .And also I found that the most of the retailers around the 45% said Airtel product line is Good and the 35% said that the Airtel product line is Excellent and the 22% of the retailers said that the Airtel product line is Average and the rest 3% said that the Airtel product line is Bad. and the rest 5% through the other sources. and 22%said that they didn¶t got the benefits schemes of the Airtel and rest 8% they can¶t say .  And also majority of the retailers around 55% said that Airtel brand Image is good and the 25% of the people said it is Excellent and the 12% said it is ok and the rest 8% said its brand Image is bad.42 Findings:  The primary data for the study was collected with the help of the research questionnaire designed. And also I found that 55% of the retailers said that market strength of Airtel is Good and 15% said it is Excellent and 15% said it is average and 5% said it is Bad. and out of the 51 shops 36 shops are using Airtel and the rest 15 shops are not using Airtel. According to research out of 36 respondents the Overall ratings comes to the end that Airtel is ³Good´ at its services overall. Then the necessary data was collected by means of face to face direct interviews and phone interviews with the shopkeepers.  I found that out of 55 shops most those around 51 shops are using telecommunication in their shops and the rest 4 shops they are not using telecommunication in their shops.  Type of recharge cards liked by the people 30% of the them liked more talk time and 20%liked more validity and 50% liked both .and most of the customers around 70%they got the benefit schemes of the Airtel. Done by: Abdul Alim Rahimy . Type of advertisement mostly liked by peoples in AIRTEL is around 85%by the Audio visual and 13%by the Audio and rest 2%people attracted by the print.

43 Recommendations:  As we know in every telecommunication service Network coverage is the main important and significant element. they can t build another base station in the city or other places because Government and people they are not giving allowed them to build. spice telecom. tata telecom services. if they prepare all the brand and information in the paper and board to show for the customers it will be better for satisfaction of new customers.  Majority of STD/PCO shops showed interest in having Airtel connection. so according to my survey that I recognized the main problem ofAirtel was Network drop in some area of Goa. So priority should be given to them. So Bharti Airtel needed to find a way to focus on developing new services that could set it apart fromthe competition and strengthen its customer relationships. which it can attract and find more loyal customers and get more market share. Done by: Abdul Alim Rahimy .  The brands should be available easily in PCO & Retailers like to prepareall facilities that is offered by the Airtel for the PCO and retailers because if the new customers ask about the Airtel facilities they won¶t believe that much on the retailers words. all of their needs and demands should be seriously taken into consideration. and the customers will be more confidents and will attract more to buy the Airtel connection.  Airtel should focus more on promotion and advertising part as areas which are surveyed have very less awareness about the schemes and other benefits which are offered by Airtel.  Competition is intensifying in the Indian telecom services market. and its brand image will remain strong. Others telecommunication companies (tata communications. because it s X -ray has bad effect on the mind of the people. Airtel for the betterment service should increase the Number of towers or use some wireless booster to increase the strength of Network. Aircel) are developing and providing new services.  Better schemes for dealers/ retailers so that they can develop self interest and they could try their level best to make more and more sale which would lead benefit to dealers and company as well. idea cellular. so they have only these options to increase th number of towers or use some e wireless booster to increase the strength of Network.  Airtel should focus more on Audio visual Advertisement that can find more customers and by the Audio visual advertisement.

 Some of the customers they had complain form the network connection especially in Call Drop after every 3 minutes in night.  Customer demand is high for Airtel but due to services complaints.telecom shops this is due to lack of awareness and scarcity of resources in this area. and also Network Busy at 7 PM. Done by: Abdul Alim Rahimy . Either they were wrongly charged or they never received bills on time. on what basis and on how much activation.  Many telecom retailers want the detailed description of incentives given to them i.  New schemes are not properly being conveyed to the retailers.  Customer diversification from Airtel is increasing in regular basis due to increase in service complaints.44 Observation:  It was observed that most of the customers expressed their unhappiness over billing services. It is been observed that many shops don¶t have normal banner of Airtel in their shop in spite of demanding of long.  More and vast visibility of other telecommunication boards and advertisements which is improving their promotion and branding.  Board and advertisements are required in many shops. Here lot of comparison is being made with Idea and Vodafone as they are providing with detailed description of when and why of incentives. without asking customer.  Some of the customers they have also complained from Airtel regarding that Packs are activate by it. less advertisements and claims issues the retailers are diverting the customers to other telecommunication.e. so they are facing problem of no responses to customer queries.  There is large number of rejection rate for taking up any new kind of business in the non.

Sachin celebrities liked by most of the people in Airtel celebrities Other celebrities like Shahrukh Khan (bollywood) an A. they can go for its solving to sharing with other telecom or to look for the preparing some wireless.R . dealers and distributors in order to do that the company should agree with all their fair suggestions and make them happy.AIRTEL had created Very good Brand image on the minds of the new users of cellular service The average rating for the company is being ³Good´. Done by: Abdul Alim Rahimy . If workers will be happy and satisfy then they will make sincere efforts to achieve their targets and increase the sales of the company. Some respondents commented that Airtel is very worst at Coverage and Customer care Support. The basic point to conclude the above discussed issue is that the company can make more and more profits only when it can satisfy all its customers. For the solving of this issue customer should get better service from customer care. AIRTEL is successful in capturing the highest market share by adopting Celebrity Endorsement Strategy. And also I found that packs are activated by itself without asking customers. And also I found that company¶s network connection is weaker than its competitors and can¶t cover the entire places like others telecom service.45 CONCLUSION: After analyzing the findings of the research. People like its schemes very much . I can conclude that AIRTEL¶s Advertising has a major impact its users.Rehman has also contributed d very much in AIRTEL.

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