Consumer Behavior in Airtel

RESEARCH METHODOLOGY
All the data used for the study is collected from primary and secondary sources. But most of the data is co11ectedfrom secondary data sources only. Secondary. Data is the data was -collected for another purpose and already exist somewhere. Primary data gathered for a specific purpose or for a specific research project. The sample size of the research was of 100 Airtel post paid customer from the primary data is collected. There are generally two source of collecting data: a) Secondary data. b) Primary data. Secondary data: Secondary data are those data, which are already collected by so me body else and made available in journals periodicals; web sides etc. meaning it already exist. It must be relevant to the research under study. it is readily available for processing. It saves time. It is a cheaper source of data. It may have bias.

Primary data:
Primary data are those data, which are collected for the first time by the investigator himself or through enumerators appointed by him primary data can be gathered slowly at a high cost. But it offers much greater accuracy and reliability, it is personally developed and it gives latest information. Research process: While doing the research consider the methodology and techniques, which is appropriate to the research process. Research process consist of series or steps necessary to effective carry out research and desired squeezing of these steps:1) Formulated research problem: There are two types of research problems viz. those, which relate to slates of nature and those, which relate to relationships between variables. At the very out set the researcher must single out problems he want to study i.e., he must decide the general area of interest or aspect of a subject matter he would like to enquire into initially the problem may be stated in broad general way and then the ambiguities. If any relating to the problem be resolved. The feasibility of a particular solution has to be considered before a . working formulation of the problem, thus, constitutes the first step in a specific enquiry.

Essentially two steps are. Involved in formulating the research problem, viz. understanding the problem thoroughly and rephrasing the same in meaningful terms from an analytical point of view. 2) Extensive literature survey: Once the problem is formulated a brief summary should be written down. At this juncture the research should undertake survey connected with the problem for this purpose, the abstracting and indexing journals and published and unpublished bibliographic are the first to go. 3) Development of working hypothesis: After extensive literature survey, research should state in clear terms the working hypothesis is a tentative assumption made in order to draw out and test its logical consequences. They also affect the manner in which test must be conducted in the analysis of data and indirectly the quality of data, which is required for analysis. 4) Preparing research design: The research problem having formulated in clear cut terms, the researcher will be required to prepare a research design i.e. he will have to state conceptual structure within which research would be conducted. The preparation of such a design facilitates research to he as efficient as possible yielding maximum information.

The function of research design is to provide for the collection of relevant evidence with minimal expenditure of effort, time or money. Research purpose may be grouped into four categories viz. 1.exploration 2.description3.daigosis4. Experimental.

OBJECTIVIS AND LIMITATIONS

. To know the present status of customer satisfaction in Airtel. . Since the switching cost is low between one cellular company to another. The objective of research is to find out the retention of the customer. . To demonstrate that there is substantiating link between internal satisfaction and external customer satisfaction. . To draw the attention of the management towards retention of the customer by satisfying them. Limitations: . The study is neither an international level nor national level and is confined only to local level. . The study was conducted for Aurangabad city and can not be used as an effective tool of customer satisfaction for state or national level.

COMPANY INTRODUCTION
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 include 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 service provider, with a footprint in 15 states covering all four metros. It has over 4.5 million satisfied customers. Airtel Maharashtra through a top-down, proactive approach we can remain customer focused and goal direct ate and be an inside-out organization which facilitates sticky web-readiness trans for Ming turnkey eballs to brand 24/365 paradigms with benchmark turnkey channel through a top-down, proactive approach we can remain customer focused and goal di rected and be an inside-out organization which facilitates sticky web-readiness.

Vision
. To make mobile communications a way of life and be the customers first choice.

Our Mission
We will meet the Mobile, communication needs of our customers through: . Error- free service delivery . Innovative products and services . Cost efficiency . Unified Messaging Solutions Bharti Values Innoventuring . We will generate and implement entrepreneurial and innovative ideas, which will continuously create new growth engines. Customer First . We are committed to delivering service beyond the expectations of the customer. Our quality of customer responsiveness clearly differentiates us from others.

PERFORMANCE CULTURE
. We benchmark our processes and performance against world-class standards. We distinguish between performers and non-performers by valuing achievement at the individual as well as the team level. Ours is a culture of inclusively where feedback, learning and ideas are actively encouraged, sought and acted upon. Valuing Partnership . We are committed to building exemplary relationship with our partners, which stand on the principles of mutual trust and mutual growth. . Valuing People . We nurture an environment where people are respected and their uniqueness is valued. We believe that people are our key differentiators. Responsible Corporate Citizenship . We are committed to making a positive and proactive contribution to the community. As a responsible corporate citizen we contribute, to and abide by environmental and legal norms. will

ETHICAL PRACTICES
We will uphold the highest ethical standards in all internal and external relationship. We will not allow misuses or misrepresentation of any kind. AirTel Services Airtel welcomes you to a vibrate new world of unlimited opportunities. More exciting, innovative yet simple new ways to not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way. What is AirTel services? Its a menu on your SIM card that allows you to access a host of information services and cool downloads on your phone in just a few clicks. so now no need to remember key words/short codes to access information. For eg. instead of typing and sending an SMS of short code AST, NEW, CRI, MOV to access information on horoscope, news, cricket, movies etc on India times, you could now scroll in your menu and reach the information in just a few clicks This menu already has the key words pre-coded in your SIM card, allowing you to get information. easily & swiftly.

What are the various services available on the AirTel Services? With AirTel Services, you can now get the latest news, download ringbones and logos, check the status of you train ticket or the Jet Airways flight schedule or surf to get the latest movie reviews on your AirTel. Services Ringers Fun Messages India times India Today Infotainment Star peep Jet mobile Railways Stocks Get the latest on news, cricket, travel, jokes Get the latest on news, stocks, astro-forecast Movie review, top songs, top movies Get an interactive astro-forecast know your flight status and set alerts Get your PNR status, train schedules Get the latest IPo news, status of gainers and losers at BSE Description Download the latest ring tones Download logos or send flashing messages

You could select any of the services mentioned above and get further information options on each of the services. So, for example if you elect 'news' under India times, you will then have the option of choosing from the following i.e. latest news, world news, business news, entertainment news or sports news.

TARIFF PLANS
" Airtel Postpaid connection is a service recommended for regular users. This connection allows you pay for your usage on a monthly basis. You need to apply for this service with complete personal details. Airtime Tariff Plan Unique needs, unique tariff plans We recognize that each' individual has a unique usage pattern based .upon a unique need. And indeed your tariff plan must reflect your specific need. Which is why we have 4 unique tariff plans that are simple and cost effective... and will deliver the highest value to you? AirTel declares India a 'Free incoming' nation AirTel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. We give you the unlimited freedom to reach out to your special people in your special way. AirTel introduces four unique Post Paid tariff plans. Going mobile has never been so easy.

PAID TRAIFF PLANS

Experience complete freedom

Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give you the unlimited freedom to reach out to your special people in your special way. Airtel One Plan ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental CLIP NA Rs.150(the first bill will carry an advance rental of Rs.149 for subsequent month) Rs.50 per month Airtel LOCAL RATES STD RATES 50-200 KM (Re.2 to (Re.2 to Rs.2.4 Mumbai)& Mumbai)& Rs.2.4 Rs.2.4 (Re.2 to (Re.2 to Rs.2.4 Mumbai)& Mumbai)& Rs.2.4 Rs.2.4 Rs.1 Other GSM Rs.2 Landline/CDMA Rs.2 Rs.500 NA Rs.500

200-500 KM

500+ KM

(Re.2 to (Re.2 to Rs.2.4 Mumbai)& Mumbai)& Rs.2.4 Rs.2.4

ISD USA, Canada, Europe Rs.7.2 (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), Rs.9.99 SAARC countries, Africa & Rest of the world Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International VAS Rs.1 Rs.2 Rs.5 VAS SMS - Rs.3/message (inclusive Airtel Services) VAS 646, Voice PortalRs.6/min Rs.40.00 (Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island)

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes 300 Minutes 400 Minutes 500 Minutes 1000 Minutes Approx Total Monthly Bill Rs 418 Rs.450 Rs. 592 Rs 790 Rs.990 Rs.1978

Assumption : Pls Note: The Estimated Monthly bill is arrived on the assumption that 80% of the calls are local calls while 20% comprise of STD calls. The estimated monthly bill arrived includes the monthly rentals and service tax of 10.2%. Calculation Roaming Rentals: Regional Roaming Rental - Rs.49/month National Roaming Rental - Rs.49/month International Roaming Rental - Rs.149/month Refundable Deposits: STD Deposits - Nil ISD Deposit (Includes STD)- Rs.4000 National Roaming Deposit(Includes STD)- Nil International Roaming Deposit (Includes ISD & STD) Voice Mail Charges: Mobile to Mobile local call rate Terms & Conditions: 1. All the above charges are applicable in Maharashtra & Goa Circle

Only & service charges and other taxes would be charged as applicable. 2. Monthly Rentals would be charged in advance for the subsequent month. 3. Optional Pack calling rates are applicable only in Maharashtra & Goa Circle & additional monthly rentals towards the same would be chargeable 4. Family & Friends Pack will be applicable on landline, GSM or WLL no. only where local tariffs are applicable. 5. The company reserves the right to withdraw / modify this plan at any time in the event of any policy changes without any prior intimation. STD Pack This pack gives you the benefit of making all STD calls at a flat discounted rate of Rs.2. Additionally M2M local calls will be charged Rs.1 only. Monthly Rental:Rs.75 All M2M local calls @ Rs.1 & All STD calls at Rs.2./Mumbai Calling Pack Get the Mumbai calling pack benefit of calling any Mumbai mobile number at @1 only Monthly Rental of Rs.25 only M2M calls to Mumbai @ Rs.1/New Family Pack .30paise rate for calling within the group Group of min 3 to maximum 10 people. Rs.50 will be charged per month per number within the group .30paise (applicable only in Mah & Goa circle)/-

SMS Pack Avail of SMS pack @ of Rs.49 per month rental wherein local sms will be charged @ .50 paise .50 paise (applicable for local sms only)/Local M2M Pack Get the benefit of calling any local mobile number at a discounted call rate of Rs.1. Monthly rental of Rs.49 only Rs.1.00 (Mobile to Mobile local calls)/Airtel 100 Celebration ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental NA Rs. 100 month ( An advance rental for one month i.e 100/- will be charged in the first bill) Rs. 50/ month Airtel LOCAL RATES Re.1/min Other GSM Landline/CDMA Rs.500 Rs.500(Refundable after 12 months on the network)

CLIP

Re. 1/min Rs.1.2/min

STD RATES 50-200 KM (Re.1 to Mumbai) & Rs. 2/min (Re.1 to Mumbai) Rs.2.40/ & Rs. 2/min min (Re.1 to Mumbai) Rs.2.40/ & Rs. 2/min min (Re.1 to Mumbai) Rs.2.40/ & Rs. 2/min min

200-500 KM (Re.1 to Mumbai) & Rs. 2/min 500+ KM ISD (Re.1 to Mumbai) & Rs. 2/min

USA, Canada, Europe (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), SAARC countries, Africa & Rest of the world Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International VAS .50paise/per sms Rs.1/per sms Rs. 5/sms

Rs.7.2/min

Rs. 9.99/min Rs. 40/min

VAS SMS (incl Airtel Services)Rs. 3 / message VAS 646 Voice Portal Rs. 6 / minute

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes 300 Minutes 400 Minutes 500 Minutes 1000 Minutes Approx Total Monthly Bill Rs.312 Rs.456 Rs.600 Rs.743 Rs.887 Rs.1605

Assumption : Pls Note: The Estimated Monthly bill is arrived on the assumption that 80% of the calls are local calls while 20% comprise of STD calls. The estimated monthly bill arrived includes the monthly rentals and service tax of 12.24%. Calculation Roaming Rentals: Regional Roaming Rental - Rs.49/month National Roaming Rental - Rs.49/month International Roaming Rental - Rs.149/month Refundable Deposits:

STD Deposits - Nil ISD Deposit (Includes STD)- Rs.4000 National Roaming Deposit(Incudes STD)- Nil International Roaming Deposit (Includes ISD & STD)-Rs. 6,500 Voice Mail Charges:Mobile to Mobile local call rate

Terms & Conditions: 1. All the above charges are applicable in Maharashtra & Goa Circle Only & service charges and other taxes would be charged as applicable. 2. Monthly Rentals would be charged in advance for the subsequent month. 3. Optional Pack calling rates if any are applicable only in Maharashtra & Goa Circle & additional monthly rentals towards the same would be chargeable 4. Family & Friends Pack will be applicable on landline, GSM or WLL no. only where local tariffs are applicable. 5. The company reserves the right to withdraw / modify this plan at any time in the event of any policy changes without any prior intimation.

Full Value 299 Plan ONE TIME CHARGES Activation Charges Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental NA Rs.299/month (the first bill will carry an advance rental of Rs.299 for the subsequent month) Rs.50 per month Airtel LOCAL RATES Other GSM Landline/CDMA Re.1/min Rs.500 Rs.500

CLIP

Re.1/min Re.1/min

STD RATES 50-200 KM 200-500 KM 500+ KM ISD USA, Canada, Europe (Fixed Line), Rs.7.2/min Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), SAARC countries, Rs.9.99/min Rs.2/min Rs.2.40/min Rs.2.40/min Rs.2/min Rs.2.40/min Rs.2.40/min Rs.2/min Rs.2.40/min Rs.2.40/min

Africa & Rest of the world Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International VAS (Airtel to Airtel .50 paise) (Airtel to Other Rs.1) Rs.2 Rs.5 VAS SMS (incl Airtel Services)Rs. 3 / message VAS 646 Voice Portal Rs. 6 / minute Rs.40/min

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes 300 Minutes 400 Minutes 500 Minutes Approx Total Monthly Bill Rs.442 Rs.493 Rs.544 Rs.618 Rs.759

1000 Minutes

Rs.1461

Assumption : Pls note that the estimated bills for the said plan assumes that 80% of all calling would be local and 20% calls would be STD calls. The calculations have been arrived considering the new service tax rate i.e 12.24% Calculation Other Benefits: The Plan offers the subscribers the benefit of Rs. 299/month of local Free Airtime Pls Note Regional/National Roaming Rentals would be charged at Rs. 49/month. International Roaming Rentals would be charged at Rs. 149/month. Refundable ISD Deposit would be charged at Rs. 4000. Refundable International Roaming Deposit would be charged at Rs. 6500. Voice Mail Charges would be as per the local M2M rates. SMS charges for VAS including Airtel Services would be Rs. 3 per SMS.

ROW1: America, Europe, SAARC, Asia & Oceanic countries(excluding countries in ROW 2) ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island Terms & Conditions: 1. All the above charges are applicable in Maharashtra & Goa Circle

Only & service charges and other taxes would be charged as applicable. 2. Monthly Rentals would be charged in advance for the subsequent month. 3. Optional Pack calling rates if any are applicable only in Maharashtra & Goa Circle & additional monthly rentals towards the same would be chargeable 4. Family & Friends Pack will be applicable on landline, GSM or WLL no. only where local tariffs are applicable. 5. The company reserves the right to withdraw / modify this plan at any time in the event of any policy changes without any prior intimation. 299 Free local Airtime Subscribers of this plan can avail of free local airtime worth Rs. 299 per month

Express Yourself 599 plan ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental CLIP NA Rs.599(the first bill will carry an advance rental of 599/-_ Rs.50 Airtel LOCAL RATES STD RATES 50-200 KM (1.19 paise (.50 paise to Rs.2.40/min to Mumbai)& Mumbai)& Rs.2.40/min Rs.2 (1.19 paise (.50 paise to Rs.2.40/min to Mumbai)& Mumbai)& Rs.2.40/min Rs.2 (1.19 paise (.50 paise to Rs.2.40/min to Mumbai)& Mumbai)& Rs.2.40/min Rs.2 Rs.1.19 Other GSM Landline/CDMA .50 paise Rs.1.19 Rs. 500 NA Rs.500

200-500 KM

500+ KM

ISD USA, Canada, Europe (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Rs.7.2/min

Gulf, Europe (Mobile), SAARC countries, Africa & Rs.9.99/min Rest of the world Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International VAS (Airtel to Airtel - .50 paise) (Airtel to others)Re.1 Rs.2 Rs.5 VAS SMS (incl Airtel Services)Rs. 3 / message VAS 646 Voice Portal Rs. 6 / minute Rs.40/min

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes 300 Minutes 400 Minutes 500 Minutes 1000 Minutes Approx Total Monthly Bill Rs.781 Rs.835 Rs.889 Rs.943 Rs.997 Rs.1445

Assumption : Express Yourself 599 Plan : 80% of all calling would be local while 20% of calls made are STD. The calculations have been arrived considering the revised service tax rate of 12.24% Calculation Other Benefits: The subscribers of Express Yourslef 599 plan offers the benefit of Rs. 599/month of local Free Airtime Roaming Rentals: Regional Roaming Rental - Rs.49/month National Roaming Rental - Rs.49/month International Roaming Rental - Rs.149/month Refundable Deposits: STD Deposits - Nil ISD Deposit (Includes STD)- Rs.4000 National Roaming Deposit(Incudes STD)- Nil International Roaming Deposit (Includes ISD & STD)-Rs. 6,500 ROW1: America, Europe, SAARC, Asia & Oceanic countries(excluding countries in ROW 2) ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island Voice Mail Charges:Mobile to Mobile local call rate Terms & Conditions: 1. All the above charges are applicable in Maharashtra & Goa Circle Only & service charges and other taxes would be charged as applicable. 2. Monthly Rentals would be charged in advance for the subsequent

month.

3. Optional Pack calling rates if any are applicable only in Maharashtra & Goa Circle & additional monthly rentals towards the same would be chargeable 4. Family & Friends Pack will be applicable on landline, GSM or WLL no. only where local tariffs are applicable. 5. The company reserves the right to withdraw / modify this plan at any time in the event of any policy changes without any prior intimation. Express Yourself 799 plan ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental CLIP NA Rs.799 per month (the first bill will carry an advance rental of Rs. 699) Rs.50 per month Airtel LOCAL RATES STD RATES 50-200 KM (.75 paise to (.75 paise to Rs. 2.40/min .50 paise Other GSM Landline/CDMA .75 paise .75 paise Rs.500 NA Rs.500

Mumbai) & Rs.2.40/min 200-500 KM (.75 paise to Mumbai) & Rs.2.40/min

Mumbai) & Rs.2.40/min (.75 paise to Mumbai) & Rs.2.40/min Rs. 2.40/min

500+ KM

(.75 paise to Mumbai) & Rs.2.40/min

(.75 paise to Mumbai) & Rs.2.40/min

Rs. 2.40/min

ISD USA, Canada, Europe (Fixed Line), Rs.7.2/min Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), SAARC countries, Africa & Rest of the world Rs.9.99/min

Cuba, Sao Tome & Principe, Guinea Bissau, Rs.40/min Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International A2A @50p Other local SMS @ Re. 1 Rs.2 Rs.5

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes Approx Total Monthly Bill Rs.1007 Rs.1061

300 Minutes 400 Minutes 500 Minutes 1000 Minutes

Rs.1115 Rs.1168 Rs.1222 Rs.1492

Assumption : Express Yourself 799 Plan: 80% of all calling would be local while 20% of the calls made are std calls. The above calculations have been arrived by considering the revised Service tax rate of 12.24% Calculation Other Benefits: The plan offers the subscriber the benefit of Rs.799/month of local free airtime ROW1: America, Europe, SAARC, Asia & Oceanic countries ( excluding countries in ROW 2) ROW2: Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island Pls Note Regional/National Roaming Rentals would be charged at Rs. 49/month. International Roaming Rentals would be charged at Rs. 149/month. Refundable ISD Deposit would be charged at Rs. 4000. Refundable International Roaming Deposit would be charged at Rs. 6500. Voice Mail Charges would be as per the local M2M rates. SMS charges for VAS including Airtel Services would be Rs. 3 per SMS.

Festival Plan ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) CLIP Rs. 500 NA Rs. 500/- (refundable post 12 months on the network) 125 Rs.50 per month Airtel LOCAL RATES STD RATES 50-200 KM 200-500 KM 500+ KM ISD USA, Canada, Europe Rs.7.2/per min (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Rs.1.25 per min Other GSM Rs.1.25 per min Landline/CDMA Rs.1.25 per min

Gulf, Europe (Mobile), SAARC countries, Africa & Rest of the world Cuba, Sao Tome & Principe, Guinea Bissau, Diego Garcia, Nauru, Solomon Islands, Vanuatu, Cook Islands, Tuvalu, Tokelau, Norfolk Island, Sakhalin SMS Local National International VAS

Rs.9.99/ per min

Rs.40.00 (Sakhalin, Sao Tome & Principe, Solomon Islands, Vanuatu, Tokelau, Tuvalu, Cook Island, Diego Garcia, Cuba, Guinea Bissau, Nauru, Norfolk Island)

Rs.1.25 per message Rs.1.25 per message Rs. 5 per message VAS SMS - Rs.3/message (inclusive Airtel Services) VAS 646, Voice PortalRs.6/min

APPROXIMATE FINANCIAL IMPLICATIONS. Monthly minutes of use 100 Minutes 200 Minutes 300 Minutes 400 Minutes 500 Minutes 1000 Minutes Approx Total Monthly Bill 337 477 617 758 898 1599

Assumption : The above calculations have been arrived considering the revised service tax of 12.24% Calculation Nokia handset bundle offer The subscribers can also avail of the Nokia handset bundle offer i.e on Nokia 1100, 2300,2600,6600,3230 wherein the subscribers can get Rs50 worth local A2A talktime (voice)and Rs100 local A2A sms for 19 months Full Value 199 plan ONE TIME CHARGES Activation Charges Membership Fee Security Deposit MONTHLY CHARGES (FIXED) Bill Plan Charge Monthly Rental CLIP NA Rs.199 (First bill would have an Advance Rental Charge of 1 month) Rs.50 per month Airtel LOCAL RATES STD RATES 50-200 KM Rs.2.4/min Rs.2.4/min Rs.2.4/min Rs.1.2/min Other GSM Rs.1.2/min Landline/CDMA Rs.1.2/min Rs. 500 nil Rs.500 (refundable on being on the Airtel network for more than 12 months)

200-500 KM 500+ KM ISD

Rs.2.4/min Rs.2.4/min

Rs.2.4/min Rs.2.4/min

Rs.2.4/min Rs.2.4/min

USA, Canada, Europe (Fixed Line), Australia, Singapore, Rs.7.2/min Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Gulf, Europe (Mobile), SAARC countries, Africa & Rest of the world Rs.9.99/min

CUSTOMER RELATIONSHIP MANAGEMENT

CRM enables companies to provide excellent real time customer services by developing a relationship with each valued customer through the effective use of individual account information. Based on what the company knows about each customer, company can CRM customize market offerings, servings, services, programs, messages, and media. Customer relationship Management holds that major driver of company profitability is the aggregate value of the company's customer base. Winning companies are more productive ion acquiring, keeping, and growing customers. These companies improve the value of their customer base by excelling at the following customer strategies. Reducing the rate of customer defection. Increase the longevity of the customer relationship. Enhancing the growth potential of each customer through "share-of-wallet", cross-selling, and up selling. Making low profit customer more profitable. Focusing disproportionate effort on high value customer.

Customer Development Process:

Suspect

Prospect

Disqualifie d Prospect

Effective C.R.M

Effective C.R.M

First time Custome r Repeat customers Active Membe r Active Builder

Ineffective C.R.M

Inactive custome rs

Effective C.R.M

The aim of customer relationship management is to produce high customer equity. Rust, Zeithaml, and Lemon distinguish three drivers of customer equity: Value equity, brand equity and relationship equity. Value Equity: Is the customer's objective assessment of the utility of an offering based on perception of its benefits relative to its costs. The sub driver of value equity is its quality, price and convenience. Each industry has to define the specific factor underlying each sub driver in order to find programs to improve value equity. An airline passenger might define quality as seat width; a hotel may define quality as room size. Value equity makes the biggest contribution to the customer when products are differentiated and when they are more complex and need to be evaluated. Value equity specially drives customer equity in the business market. Brand Equity: It is the customer's subjective and intangible assessment' of the brand, above and beyond its objectively perceived value. The sub drivers of brand equity are customer brand awareness, customer attitude toward brand, and customer perception of brand ethics. Companies use advertising, public relation, and other communication tools to effect these sub drivers. Brand equity is more important than

other divers of customer equity where products are less differentiated and have more emotional impact. Relationship Equity : It is the customer's tendency to stick with the brand, above and beyond objective and subjective assessment of its worth. Sub driver of relationship equity includes loyalty program, special treatment and treatment program, community building program, and knowledge building program. Relationship equity is especially important where personal relationship count for a lot and where customer tends to continue with the supplier out of habit or inertia.

THREE ADDITIONAL P'S (People, Physical Evidence & Process)

The Traditional four P's marketing approaches work well for goods, but additional elements require attention in service business. Booms and Bitner suggested three additional p's for services marketing: People, Physical evidence and Process. Because people provide most services, the selection, training and motivation of employees can make a huge difference in customer satisfaction. Ideally, employees should exhibit competence, a caring attitude, responsiveness, initiative, problem solving ability and goodwill. Service companies such as FedEx and Marriott empower their frontline personnel to spend. up to 100 dollar to resolve a customer problem. Companies also tried t6 demonstrate their service quality through physical evidence and presentation. A hotel will develop a look and style of dealing with customers that realize its intended customer value proposition, whether it is cleanliness, speed or some other benefit. Finally, service companies can choose among different processes to deliver their service. Restaurant have developed such different formats as cafeteria style, fast food, buffet and candle light' service. Service, encounter are affected by several elements. Consider a customer visiting a departmental store to purchase a shampoo. The customer sees other customer waiting for this and other services. The

customer also sees physical environment consisting of building, interior, equipment and furniture. He or she sees departmental store personnel and deals with an employee of departmental store. Not visible is a whole "back room" production process and organization system that supports the visible business thus the services outcome, and whether or not people will remain to services provider is influenced by host variables.

The Service Business as a System

Customer A

Service Business
Internal Organization System Physical Environment Contact Personnel

Service X

Not Visible

Visible

MANAGING SERVICE QUALITY

MSQ
Customer form service expectation from past experiences, word of mouth and advertising. Customers compare the perceived service with the expected service. If the perceived service falls below the expected service, customers are disappointed. 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. Parasuraman, Zeithaml and Berry formulated a service quality model that highlight main requirement for delivering high service quality. The model identifies five gaps that cause unsuccessful Delivery Gap between expectation management consumer perception: Management does not allow correctly perceive what customer want. Hospital administrator may think that patients want better food, but patient may be more. Concern with nurse responsiveness. Gap between management perception and service quality specification:

Management might correctly perceive customer wants, but not set a performance standard. Hospital administrators may tell the nurses to give "fast service" without specifying it in minutes. Gap between service quality specification and service delivery: Personnel might be poorly trained, or incapable or unwilling to' meet the standard; or they may be held to conflicting standard, such as taking time to listen to customer and serving them fast. Gap between service delivery and external communication: Consumer expectations are affected by statement made by company representative and add. If a hospital brochure shows a beautiful room, but the patient arrive and find the room to be cheap and tacky looking, external communications have distorted the customers expectation. Gap between perceived service and expected service: This gap occurs when the consumer misperceives the service quality. The physician may keep visiting the patient to show care, but the patient may interpret this as an indication that something really is wrong.

Service Quality Model

Past Word Personal Experience of Mouth Needs Communication

Expected Service

GPA 5

Consumer Perceived Service

External GAP 4 Service Delivery Marketer Communication (Including post contact) to consumers
GAP 3

Translation of Perception into servicequality Specification

GAP GAP 1 2

Management perception of Consumer expectation

Various studies have shown that well-managed service companies share the following common practices: a strategic concept, a history of top management commitment to quality, high standard, system for monitoring service performance and customer complaints, faster and better delivery and an emphasis' on employee satisfaction. Strategic concept : Top service companies are "customer obsessed". They have a clear sense of their target customer and their needs. Top management commitment : Companies such as Marriot, Disney, and McDonald's have a through commitment to service quality. Their management looks not only at financial performance on monthly basis, but also at service performance. Ray Kroc of McDonald's insisted on continually measuring each McDonald's outlet on its conformance to QSCV: quality, service, cleanliness and value. Some companies insert a reminder along with employee pay cheques: brought to you by customer. High standers: The best service provider sets high servicequality standards. Citibank aims to answer to phone call within 10 seconds and customer letter within 2 days. The standard must be appropriately high. A 98 percent accuracy standard may sound good, but it would result in FedEx losing 64000 pages a day, 6 misspelled words on each page.

One can distinguish between those companies offering "merely good" service and those offering "breakthrough" services, aimed at being 100 percent defect free. System for monitoring service performance: Top firms audit service performance, both of their own and their competitors. They collect voice of the customer satisfied and dissatisfied. They use comparison shopping, customer survey, suggestion and complaint forms. Citibank checks continuously for measures of ART [accuracy, responsiveness and timeliness]. The Chicago bank employs a monthly Performance Measurement Program charting its performance on large number of customer sensitive issues. A typical chart to track the bank speed in answering the customer service phone inquiries. It will take action whenever bank performance fall below the minimum acceptable level. It also raises performance goal over time. Satisfying customer complaint: Studies of customer

satisfaction shows that customers are dissatisfied with their purchase about 25 percent of the time but that only about 5 ' percent complain. The other 95 percent either feel complaining is not worth the effort, or they do not know how or whom to. Complain Of the 5 percent who complain, only about 50 percent report a satisfactory complain resolution. Yet the need to resolve a customer problem in a satisfactory manner is critical. On average a satisfied customer tells three people

about a good product experience, but the average dissatisfied customer grips to 11 people. If each of them tells stills other people, the number of people exposed to bad word of mouth may grow exponentially. Customers whose complaints are satisfactorily resolved often become more company loyal then customer who were never dissatisfied. About 34 percent of customer who register major complaint will buy again from the company if their complaint is resolved, and this number rises to 52 percent for minor complaint. If the complaint is resolved quickly, between 52 percent (major complaint) and 95 percent (minor complaint) will buy again from the company.

SCOPE OF INTERNAL CUSTOMER SATISFACTION

EMPLOYEE SATISFACTION

ES
Employee satisfaction is considered to be a key indicator of productivity and customer satisfaction. Excellent service companies know that positive employee attitude will promote stronger customer loyalty. Given the importance of positive employee attitude, service companies must attract and retain best employee they can find. They need to market a career rather than just a job. They must design a sound training program and provide support and reward for good performance. They could use Internet, daily reminder and employee roundtable to reinforce customer- center attitude. Sears found a high correlation between customer satisfaction, employee satisfaction and store profitability. In companies such as John Deere and Four Seasons hotel, employee exhibits real pride in their companies. It is important to audit employee job satisfaction regularly. Rosenbluth and Peters, in the (external) Customer comes second, go so far as to say that the companies employees, not the companies customer, have to be made number one if the company hopes to truly satisfy its customers. Best-in-business organizations track employee satisfaction through the use of employee satisfaction surveys and/or through predictive indicators, such as:

 Employee satisfaction survey results Attrition rates of employees Training hours in customer service per employee When they feel they are rewarded fairly for the work they do. Consider employee responsibilities, the effort they have put forth, the work they have done well, and the demands of their jobs. Minimum politics at the work place. When service is good, the organization's culture encourages Teamwork, both customers, and employees are happy. The Harvard Business review reports that a 5 percent increase in retention results in a 10 percent decrease in costs and productivity increases ranging from 25 percent to 65 percent. In view of these complexities, Christian Gronroos has argued that service marketing requires not only external marketing, but also internal and interactive marketing. External marketing : It describes the normal work to prepare, price, distribute and promote the service to customer. Internal marketing : It describes the work to train and motivate employees to serve customer well.

QUESTIONNAIRE FOR CUSTOMERS OF AIRTEL

Customer details: Name: Address: Occupation: Cell number: 1.How did you first know about Airtel?

Advertising Friends Relatives Salesman

2. Why are you using this cellular service provider? . Coverage . Services . Tariffs . Congestion free . Roaming facility 3. How long have you been using Airtel cellular service? . 0 to 6 months . 6 to 12 months . 12 months and above 4. Which value added service you like in comparison with other service providers? . MMS . Masala services . GPRS . SMS . Roaming

5. How frequently do you visit to local Airtel office? . Twice a month . Thrice a month . More than thrice a month 6.Are you satisfied with services of Airtel ? .Yes .No

7. If yes please rank the service from following Gradation. . Excellent . Very good . Good . Average . poor 8. If not please state the reasons.

9. Through which channel do you get the information you needed? . Customer care . Personal visit to office . Internet 10. With in how much time frame are your queries resolved? . 10 min . 1hr . 5 hrs . More than 5 hrs

11. How do you find Airtel' s tariffs as compared with other cellular service providers? . The good . Good . Reasonable . bad 12. What are your future expectations from Airtel?

Thank you

Analysis of Data Analysis

USP of Usage Coverage Services Tariffs Congestion Free Roaming Facility Total Percentage 21 34 15 19 11 110

35 30 25 20 15 10 5 0 Coverage Congestion Free Services Roaming Facility Tariffs

VAS MMS Masala Services GPRS SMS Roaming Total

Percentage 52 17 10 9 12 100

Value Added Services

MMS 60 50 40 30 20 10 0

Masala Services

GPRS

SMS

Roaming

Frequency of Visit Twice Thrice More Total

Percentage 29 63 08 100

Frequency of Visit

Twice 70 60 50 40 30 20 10 0

Thrice

More

Courtesy of Staff Excellent Very good Good Average Poor Total

Percentage 0 4 22 57 17 100

Courtesy of Staff
60 50 40 30 20 10 0 Excellent Very good Good Average Poor

Resolution of Complaints 10 min 1 Hrs. 5 hrs. More than 5 hrs. Total

Percentage 33 10 41 16 100

Resolution of Complaints
45 40 35 30 25 20 15 10 5 0 10 min 1 Hrs. 5 hrs. More than 5 hrs.

Customer Expectation Exceeds Expectation Meets Expectation Close to Expectation Below Expectation Total

Percentage 7 19 45 29 100

Customer Expectation

50 40 30 20 10 0 Exceeds Expectation Close to Expectation Meets Expectation Below Expectation

CONCLUSION AND SUGGESTION

Hence it can be concluded that Airtel is having a good customer base. Company performance. at the present stage is close to their expectation, we found that the largest ?1ass of customer fall in the category of close to expectation and second largest group of customer fall under below expectation. The management should consider its present scenario with regard to customer expectation with Airtel. The unique selling proposition of Airtel post paid is its multiple services, which only Airtel is providing, in GSM cellular industry. But additional concentration should be given to other areas such as coverage, tariffs, and roaming facility. The company has not yet launched its connections in cities such as Beed, Paithan, Lonavla, and many taluka places are yet to cover if serious thought is given to these places then it might be possible that it wi11give tough completion to its existing competitors by expansion strategy. Further if the company makes its retention team stronger by providing them motivation of various types then chances are that this retention team wi1l bring difference, as retention is a1so one of the important factors in marketing activity.

We have found in the research that there exists the negative correlation between courtesy of staff and customer visit to office, due to which it causes inconvenience to the customer. Higher the rate of custon1er visit is directly proportionate high resentment to the customer because the resolution time frame depicted by the customer for most of the problems. Airtel's many of the flew customers faces billing problems, so Airtel Should give itemized bill free of cost or by charging negligible price for first few months.

Bibliography
Marketing management by Philip kotler. Marketing management by J.Paul peter. Improving customer satisfaction by J. Mike jacka. Managing customer value by Bradely gale. Brochers of Airtel.

www.Airtelworld.com www.Google.com.

INDEX
1. 2. 3. 4. Research Methodology Objectives & Limitation Company Introduction Tools and Techniques of External Customer Satisfaction 5. 6. 7. 8. 9. 10. Scope of Internal Customer satisfaction Research Methodology Questionnaire Interpretation and Discussion Conclusion and Suggestion Bibliography