BRM 2003 New

PRESENTATION ON
A STUDY OF CUSTOMER SATISFACTION IN AIRTEL
Presented By: Seema Roll No:3006 MBA-Hons.
CHAPTER 1: INTRODUCTION Significance of study

Stays loyal longer Buys more as company introduces new service Talks favorably about company and its products Pays less attention to competing brands Costs less
Review of Existing Literature

The services of Airtel has been rated highest among the private cellular operators for the quality of service and customer satisfaction for the period October-December 2003. The rating has come from the most comprehensive survey by TRAI and IMRB. The survey took into account the factors such as fault clearance within 24 hours, call drop rate, percentage of connections with good voice quality and billing complaints etc.
Conceptualization
Customer: The word derives from "custom," meaning "habit"; a customer was
someone who frequented a particular shop, who made it a habit to purchase
goods of the sort the shop sold their rather than elsewhere, and with whom the
shopkeeper had to maintain a relationship to keep his or her "custom," meaning expected purchases in the future.
Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance or outcomes in relation to his or her expectations.
Performance falls short of expectations, the customer is dissatisfied. If the performance is matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Performance>Expectations Highly Satisfied Performance<Expectations Highly Dissatisfied
Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
Dimensions of customer satisfaction: 1.Quality of Service: fitness for use conformance to requirements freedom from variation We will use the American Society for Quality Controls definition: Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
2.Speed of service 3.Pricing: 4.Delivery system 5.Complaints or problems 6.Trust in employees 7.The closeness of the relationship with contacts in the firm 8.Types of other services needed 9.Companys positioning in clients' minds 10.Value added services
Focus of the Study

Bharti Enterprices Asias leading integrated telecom services providers Operations in India, Sri Lanka and Bangladesh. In South Asia, the company had an aggregate of over 134 million customers as of end February 2010, 124.6 million mobile customers in India. Bharti Airtel has been ranked among the six best performing technology companies in the world by Business Week. Airtel provides various products and services in postpaid, prepaid and other related arenas.
Attractive features of Airtel Postpaid Connection include, easy billing, strong network coverage, easy payment options, GPRS Roaming, satisfactory credit limit, long distance calling facility, widest roaming Advantages associated with Airtel prepaid services are; total cost control, prepaid roaming, pre activated STD/ISD without any rental or deposits, instant balance and validity enquiry and strong network coverage etc.
Objectives of the Study

To find the satisfaction level of consumer of Airtel mobile service users. To know the reasons of dissatisfaction level of consumer of mobile service users. To gain feedback from customers about services. To know the reason behind the purchasing of the Airtel services. To understanding the expectations and requirements of customers. To know the factors that led a customer to select a plan
LIMITATION OF THE STUDY:
LIMITED AREA SAMPLE DESIGN
TIME CONSTRAINT
COST CONSTRAINT LACK OF EXPERIENCE BIASNESS ON THE PART OF RESPONDENTS RELUCATANCE OF RESPONDENTS
CHAPTER 2 METHODOLOGY & STATISTICAL TOOLS APPLIED
RESEARCH DESIGN: The study is Descriptive in nature as it describes the satisfaction of customers and characteristics of services provided by the Bharti Airtel. UNIVERSE OF THE STUDY: Universe refers to the total of the items or units in any field of inquiry. Universe of the study is ROHTAK city. SAMPLE OF THE STUDY: Sample is parts of total population that have the same characteristics as of universe have. It represents the whole universe. By using non- probability sampling technique a sample of 50 people was taken. In non- probability sampling technique a sample is taken deliberately.
COLLECTION OF DATA:
Primary Data: Keeping in view the nature of this study, questionnaire method was found to be most effective to collect primary data. The questionnaire is structured i.e. it is presented having from question in sequence, and non-disguised i.e. objective of the study is clear to the respondents. Secondary Data: To collect secondary data I used the following sources Books Internet sites. STATISTICAL TOOLS USED: For the analysis and presentation of data and results the following statistical tools were used: Simple Average Percentage Tabulation Bar Diagrams
In brief my research design is as follows: Universe : Rohtak City Sample size : 50 Sampling Unit : Airtel Mobile Service Users Sample Element : Houses, Offices, Shops, Colleges. Sampling Technique : Non-Probability Sampling Technique Method of Data Collection: Questionnaire for primary data
CHAPTER 3 DATA ANALYSIS

Sex
Male Female Total
Frequency
36 14 50
Percentage
72 28 100
Age less than 20 20-30 30-40 more than 40 Total
Frequency 4 26 15 5 50
Percentage 8 52 30 10 100
TABLE SHOWING SATISFACTION OF RESPONDENTS (IN %) IN RELATION TO DIFFERENT ATTRIBUTES OF SERVICES Attributes of services NO OF RESPONDENTS(%)
Quality
Price Network Range Local call rates
92.8
85.2 95.6 87.2
STD call rates

ISD call rates Roaming charges SMS charges Plan Option (Schemes) Usage experience After purchase service (customer care service, etc.)
68
74 75.6 84.4 81.6 80.4 93.2
NO OF RESPONDENTS(%)
120
100
92.8
85.2
95.6 87.2 74 75.6 84.4 81.6
93.2
80.4
80
68
60
40
20
NO OF RESPONDENTS(%)
TABLE SHOWING THE FACTOR AFFECTING WHILE CHOSING A TELECOM SERVICE PROVIDER Rank 1 CALL RATES ROAMING SMS PACKAGES NETWORK TOTAL 15 10 5 20 50 Rank 2 12 20 8 10 50 Rank 3 10 15 10 15 50 Rank4 13 0 27 5 50 Total 50 50 50 50
30 27 25 20 20
20 15
15
15 12
15 13
CALL RATES
ROAMING
10
10 8 5
10
10
10 SMS PACKAGES 5 NETWORK
0 Rank 1 Rank 2 Rank 3
0 Rank4
Major Findings
Most off the respondents are using services of Airtel from 1 to 3 years. Respondents are less satisfied from ISD, STD and Roaming charges. 96.1 % of respondents are satisfied from over all services. Respondents are less satisfied from customer care services. They provide less information. 92.4% of respondents are less loyal to the company and if other company would provide them better services they will switch over. Value added services are costly Airtel services are mostly used by professionals and businessmen.
SUGGESTIONS & RECCMMENDATION
Roaming facilities should be made cheaper. So this is suggested to make
these roaming charges less so that business man people will be more
attracted and more customer base. Still in villages there is no network so net work should be made better. The company outlet should be increased so that customer can get product at the door easily and redress his grievance. There should be more promotional schemes, network coverage and value added services.
Company should concentrate on improving the customer care as

customers satisfaction should be at the priorities of the companies.
Thank You

BRM 2003 New

Uploaded by

Copyright:

Available Formats

BRM 2003 New

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

BRM 2003 New

Uploaded by

Copyright:

Available Formats

PRESENTATION ON

A STUDY OF CUSTOMER SATISFACTION IN AIRTEL

Presented By: Seema Roll No:3006 MBA-Hons.

CHAPTER 1: INTRODUCTION Significance of study

Review of Existing Literature

Satisfaction is a persons feeling of pleasure or disappointment resulting from

Focus of the Study

Objectives of the Study

LIMITATION OF THE STUDY:

LIMITED AREA SAMPLE DESIGN

CHAPTER 2 METHODOLOGY & STATISTICAL TOOLS APPLIED

CHAPTER 3 DATA ANALYSIS

Age less than 20 20-30 30-40 more than 40 Total

STD call rates

95.6 87.2 74 75.6 84.4 81.6

10 SMS PACKAGES 5 NETWORK

0 Rank 1 Rank 2 Rank 3

SUGGESTIONS & RECCMMENDATION

Roaming facilities should be made cheaper. So this is suggested to make

Company should concentrate on improving the customer care as

You might also like