Summer Training Project Report

ON
MARKET ANALYSIS OF AIRTEL TELECOM
TRAINING SUPERVISOR SUBMITTED BY
SUNIL KASHYAP NAVNEET SINGH
MARKETING MANAGER ENROLLMENT NO: 05820601711
SUBMITTED AT:
TRINITY INSTITUTE OF PROFESSIONAL STUDIES, DWARKA,
DELHI
AFFILIATED FROM GURU GOBIND SINGH INDRAPRASTHA
UNIVERSITY, NEW DELHI!"
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COLLEGE CERTIFICATE
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ACKNOWLEDGEMENT

Presenting a Summer Training project of this type is an arduous task, demanding a lot
of time. I cannot in full measure reciprocate the kindness shon and contri!ution made !y
"arious persons in this #ndea"or. I ill remem!er all of them ith gratitude.
$y sincere thanks toards $rs. Shelly, for gi"ing me a chance to take this project
and for her "alua!le guidance, hich helped me on all those points, hich I needed to include
in, ith full intensity , for his significant support e%tended for the successful completion of
the project
I am e%tremely gratified to $r. SUNIL KASHYAP. &$arketing $anager., 'irtel(,
ho as e%tremely helpful in offering his professional e%pertise and !estoing me practical
knoledge in all spheres related to the hole organi)ation orking.
I am alays !eholden to my *od, for alays !eing ith me and shoing me the right
ays, my family mem!ers, for alays doing fa"ours to me and my friends and colleagues
consistently helped ith encouragement and criticism throughout the project ork, for
alays lifting my sights to higher "ision, raising my personality !eyond normal limitation
and for reali)ing me my strengths and potential, specially my !rother, as I did not alays
elcome her e%hortation, +try again, you can do !etter.- .ut this project oes a great deal to
it / and so do I.
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PREFACE
It1s a thing of massi"e gratification for me to present this Summer Training Project
2eport on the topic 3ustomer 'c4uisition 5 retention of airtel customer in 6e 7elhi -
completed in an unri"aled organisation 8AIRTEL, at $o!ile telephony adoption is on the
rise and recent technological inno"ations ha"e dramatically enhanced the capa!ilities of the
ireless telephone. 9e"eraging the poer of these ne capa!ilities, "arious !usiness sectors
are orking together to offer a ide array of ser"ices. #ach sector is looking for the ne%t
:killer application,: yet e are still learning a!out people;s information and communication
needs hile :on the go.:
The goal of this to-months training is to !ring together an international group of <-=
practitioners and researchers from "arious sectors of the mo!ile communications industry.
>e ill discuss the folloing topic areas and, prior to the orkshop, in"ite participants to
identify specific issues that they feel are particularly rele"ant and timely.
I myself ha"e for a long time deeply interested in studying consumer trends 5
!eha"ior toards mo!ile industry.
I kno that e"en in the areas in hich I ha"e a little knoledge, I do not kno
enough. There are ne tasks in these areas for hich I am not yet e4uipped ith tested,
pro"en approaches and tools. 6e areas of challenge and ne technology pro!lems has
arisen, here I ha"e done ? little ork so far and here I ha"e so far only ignorance rather
than e"en a modicum of knoledge.
This project attempts to identify and define areas related to consumer !eha"ior
regarding ne connection ser"ices. It also attempts to de"elop at least first approach to these
areas, to think through policies, principles, and practices to accomplish the ne tasks and to
satisfy the customer needs. .y this practical training I am a!le to e4uip the manager ith the
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understanding, the thinking, the knoledge, and the skills for todays and also for tomorro1s
market e%igency.
Initially I as just ha"ing the !ookish knoledge a!out all $arketing policies,
practices and functions, !ut after joining this organi)ation, I got most of the practical
knoledge. I ha"e come to kno, hat actually happens in the organi)ations.
Though it is not possi!le to ha"e the information of all the spheres in market, in such
a "ery short period, !ut I tried to get more and more a!out all functions and practices applied
in practical orking, I ha"e particularly stresses on.
This is the !oom time for mo!ile industry. @ouths are ha"ing keen flair for mo!ile
communication.
6o the mo!ile communications are the fastest groing industry. >e can reach
to anyone, anyhere across orld through mo!ile connecti"ity. Aust look in the areas they1re
in, health, education, !anking, insurance, tra"el, couriers, manufacturing, entertainment,
go"ernment, computer helpdesks- the list goes on market is going on glo!al, 5 so the need of
communication is emerging day !y dayB
I sa that though the times are hard !ut if same thing inno"ati"e is done, people ill get
more cra)e for that.
>e are fast !ecoming a part of a ne era of management. 6o longer does a manager
sit in an i"ory toer and issue directi"es from a distance.
This study, comple% as it is, has ac4uired ne dimensions ith the dynamic social
and technological changes of the past to decades. 3hanging technologies, cultural di"ersity,
more educated ork force and aareness of rights and pri"ileges ha"e prompted a ne look
at the entire organi)ational structures and systems.
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This project report has !een painstakingly and thoroughly prepared to co"er
e%tensi"ely "arious facets / !oth micro as ell as macro / of the field of telecommunication
marketing. Its co"erage is !road and up to date and it is !alanced in terms of concept and
application. Since customers are the most important asset of any organi)ation, there is
increased emphasis on the need for understanding people in a manner to satisfy them through
4uality of ser"ices. The language of the presentation is highly communicati"e so that it
!ecomes interesting and comprehensi!le.
This project is intended for a ide audience. It ill !e useful to not only the students
of management, marketing management and consumer !eha"ior, !ut also to the people in any
other field and management practitioners ho ant to understand and enrich their
understanding of consumer trends 5 effecti"ely manage their sales.
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EXECUTIVE SUMMARY
'irtel comes to you from .harti 3ellular 9imited - a part of the !iggest pri"ate
integrated telecom conglomerate, .harti #nterprises.
.harti pro"ides a range of telecom ser"ices, hich include 3ellular, .asic, Internet
and recently introduced 6ational 9ong 7istance. .harti also manufactures and e%ports
telephone terminals and cordless phones. 'part from !eing the largest manufacturer of
telephone instruments in India, it is also the first company to e%port its products to the DS'.
.harti is the leading cellular ser"ice pro"ider, ith a footprint in 1< states co"ering all four
metros and more than ? million satisfied customers
.harti Tele-Eentures !elie"es that the demand for mo!ile ser"ices in India ill continue to
gro rapidly as a result of the folloing factorsF
9oer tariffs and handset prices o"er time,
*roth in pre-paid customer category,
*reater economic groth and continued de"elopment of India;s economy,
Gigher 4uality mo!ile netorks and ser"ices, and
*reater "ariety and usage of "alue added ser"ices
The project is !ased on the study of consumer trends, !eha"iour, preferences
and le"el of satisfaction in 'irtel communication 9td. The study as conducted in 7elhi ith
sample si)e of <H and sample units ere suppliers and
3onsumer of mo!ile connection
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DECLARATION
I here!y declare that the project entitled +3DSTI$#2 '3JDISITII6 5
2#T#6TII6 IK 'I2T#9 3DSTI$#2 I6 is my original ork, done !y me.
6o it is an asset of 'll the rights for using this project report lie ith the
institute. Dnauthori)ed copying, hiring, !roadcasting, or rental of this project
ithout permission from the institute ill !e considered illegal.
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TABLE OF CONTENTS
CHAPTER - I
INTRODUCTION
COMPANY PROFILE
ORGANIZATIONAL STRUCTURE
CHAPTER - II
BUSINESS & MARKETING STRATEGIES
COMPANY PLANS.
CHAPTER - III
RESEARCH METHODOLOGY
OB1ECTIVES OF THE STUDY
RESEARCH DESIGN
COLLECTION OF DATA
PRIMARY DATA
SECONDARY DATA
CHAPTER - IV
DATA ANALYSIS AND INTERPRETATION
SWOT ANALYSIS
FINDINGS
SUGGESTIONS & RECOMMENDATIONS
CONCLUSION
CHAPTER -V
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APPENDIX
BIBLIOGRAPHY &QUESTIONNAIRE
CHAPTER 1
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INTRODUCTION
MILESTONE OF COMPANY
1 Mobile phone operator, Bharti Airtel, became the first Indian
telecom company to serve 50 million customers last month,
and is now the worlds tenth largest wireless carrier
! Bharti has doubled its user base in the past 1" months
alone, and hopes to reach 100 million subscribers by !010,
according to company e#ecutives
$ %&ur ne#t 50 million will largely come from rural India as
our plan is to reach 5,!00 census towns and over five la'h
villages, covering () per cent of the Indian population,* said
Bharti Airtel president and +,&, Mano- .ohli, at a news
conference this wee'
" Bharti Airtel, Indias leading telecommunication services
provider, today announced that it had crossed the 50
million customer mar' /ith this, Bharti Airtel has achieved
the distinction of becoming the fastest private telecom
company in world to achieve this landmar' in a single
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country 0 within 1"$ months of start of operations 1he 50
million customer base covers mobile as well as broadband 2
telephone customers
5 +ommenting on this ma-or global landmar', Mr A'hil
3upta, 4oint Managing 5irector, aBharti Airtel said, %/e are
delighted to have achieved this ma-or landmar', which puts
Bharti Airtel amongst the top telecom companies in the
world It underlines the strength of our uni6ue business
model and our vision to provide affordable services li'e
lifetime prepaid to customers across the length and breadth
of the country I would li'e to than' our partners for
having shared our vision 1his milestone highlights the
emergence of India as one of the top telecom mar'ets in
the world and we are proud to have been at the forefront of
this growth 3oing forward, we believe this growth
momentum will remain intact and we are gearing towards
the 100 million customers mar'*
) Bharti Airtel crossed the 10 million customer mar' in
7ovember !00" In 4uly last year, it crossed the !5 million
customer mar'
8 1he company added the ne#t !5 million customers in -ust
1" months 1his is amongst the fastest rate of customer
additions by any telecom company in the world
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9 Mr Mano- .ohli, :resident 2 +,&, Bharti Airtel added, %1his
is a very proud moment for us and I would li'e to than' our
50 million customers for believing in Airtel It is a tribute to
our commitment to provide best0in0class services to our
customers and lead the mar'et with e#citing innovations
/e are committed to create a world0class organi;ation and
benchmar' it with the best in the world As the mar'et gets
ready for the ne#t wave of growth, we are committed to
e#panding our telecom networ's wider and deeper across
the country and partner Indias growth story*
( In the mobile business, Bharti Airtel plans to ma'e
considerable investments in 7etwor' e#pansion to establish
presence in all census towns and over 500,000 villages
across India by !010, thereby covering (5< of the
countrys total population 1he companys strategic focus
will be on further strengthening the Airtel brand through
best0in0class customer service, which is bac'ed by wide
national distribution
In the Enterprise business, .harti 'irtel ill in"est su!stantially in the long
distance !usiness to achie"e the scale of a glo!al carrier ithin ne%t 2-3 years. It
is also strengthening the corporate !usiness toards !ecoming a preferred
managed ser"ices partner for the top 2HHH corporations. In Broadband &
Telephone SBU, .harti 'irtel ill initiate large-scale deployments of
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!road!and netork infrastructure in L0 tons, ith a sharp focus on the home
and S$# segments. It is readying to offer triple play to its customers ith the
launch of its IPTE ser"ice.
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Board of Diretors
1he Board of 5irectors of the +ompany has an optimum mi# of
,#ecutive and 7on0,#ecutive 5irectors, which consists of three
,#ecutive and fifteen 7on0,#ecutive 5irectors
1he +hairman and Managing 5irector, Mr =unil Bharti Mittal, is
an ,#ecutive 5irector and the number of Independent 5irectors
on the Board is 50< of the total Board strength 1he
independence of a 5irector is determined on the basis that
such director does not have any material pecuniary relationship
with the +ompany, its promoters or its management, which
may affect the independence of the -udgment of a 5irector
1he Board members possess re6uisite s'ills, e#perience and
e#pertise re6uired to ta'e decisions, which are in the best
interest of the +ompany
1he composition of the Board is as under>
o Sunil .harti $ittal
o 2ajan .harti $ittal
o 'khil *upta
o 2akesh .harti $ittal
o 3hua Sock Moong
o 6. Mumar
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o Murt Gellstorm
o 7onald 3ameron
o Paul I1Sulli"an
o Professor E.S. 2aju
o Pulak 3handan Prasad
o .ashir '!dullah 3urrimjee
o *a"in 7ar!y
o Syeda Imam
o 'jay 9al
o @ork 3hye 3hang
o Paul 7ono"an
o 'run .harat 2am
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COMPANY PROFILE
'irtel comes to you from .harti 3ellular 9imited - a part of the !iggest pri"ate
integrated telecom conglomerate, .harti #nterprises.
.harti pro"ides a range of telecom ser"ices, hich include 3ellular, .asic, Internet
and recently introduced 6ational 9ong 7istance. .harti also manufactures and e%ports
telephone terminals and cordless phones. 'part from !eing the largest manufacturer of
telephone instruments in India, it is also the first company to e%port its products to the DS'.
.harti is the leading cellular ser"ice pro"ider, ith a footprint in 1< states co"ering all four
metros and more than ? million satisfied customers.
VISION:
To make mobile communications a way of life and be the customers' first choice.
MISSION:
>e ill meet the mo!ile communication needs of our customers throughF
N#rror-free ser"ice deli"ery
NInno"ati"e products and ser"ices
N 3ost efficiency
N Dnified $essaging Solutions
CORE VALUE:
>e ill delight our customer ith our simplicity, speed 5 inno"ation.
>e ill honours our commitment.
>e ill follo the highest standard of professional integrity 5 !eha"iour.
>e ill respect indi"idual, !uild inning teams and lead !y e%ample.
>e ill create a fun filled and friendly orkplace.
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AIRTEL MOBILE COMMUNICATIONS LIMITED
.harti Tele-Eentures 9imited as incorporated on Auly ?, 1LL< for promoting
in"estments in telecommunications ser"ices. Its su!sidiaries operate telecom ser"ices across
India. .harti Tele-Eentures is India;s leading pri"ate sector pro"ider of telecommunications
ser"ices !ased on a strong customer !ase consisting of ?.02 million total customers, hich
constitute, C.?C million mo!ile and C<?,HHH fi%ed line customers, as of 'pril 3H, 2HH0.
.harti Tele-Eentures "ision for its mo!ile !usiness is To make mo!ile communications a
ay of life and !e the customers first choice-.
The mission is to meet the mo!ile communication needs of the customer through 1( error free
ser"ice 2( Inno"ati"e products and ser"ices and 3( cost efficiency. The 3ompany1s strategic
o!jecti"e is to consolidate its leadership position amongst the mo!ile ser"ice pro"iders in
India.
The Indian mo!ile market, according to the 3I'I, has increased from appro%imately 1.2
million su!scri!ers as of $arch 31, 1LLL to appro%imately 2L.21 million su!scri!ers as of
Aune 3H, 2HH0.
7espite this rapid groth, the mo!ile penetration rate in India, at appro%imately 2.=O as of
Aune 3H, 2HH0, is significantly loer than the a"erage mo!ile penetration rate in other 'sian
and international markets.
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The num!er of mo!ile su!scri!ers in India is e%pected to sho rapid groth o"er the ne%t
four years. .y 2HHC it is projected at <H million !y 3I'I and 00 million !y *artner.
.harti Tele-Eentures !elie"es that the demand for mo!ile ser"ices in India ill continue to
gro rapidly as a result of the folloing factorsF
9oer tariffs and handset prices o"er time,
*roth in pre-paid customer category,
*reater economic groth and continued de"elopment of India;s economy,
Gigher 4uality mo!ile netorks and ser"ices, and
*reater "ariety and usage of "alue added ser"ices.
.harti Tele-Eentures, through its su!sidiary has the licenses to pro"ide *S$ ser"ices in all
the tenty-to telecom circles in India. It proposes to consolidate all its su!sidiaries
pro"iding mo!ile ser"ices under .harti 3ellular 9imited.
's of Aune 3H, 2HH0, appro%imately L2O of India;s total mo!ile su!scri!er market resided in
the 3ompany;s si%teen mo!ile circles, hich collecti"ely co"ered only <CO of India;s land
mass.
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Bharti Tele!"entures
Bharti Tele!"entures is one of India?s leading private sector
providers of telecommunications services based on an
aggregate of !9,)(!)!8 customers as on =eptember $0, !00),
consisting of !8,0)1,$"( 3=M mobile and 1,)$1,!89
broadband 2 telephone customers
1he businesses at Bharti 1ele0@entures have been structured
into three individual strategic units A=BBsC D
1. mo!ile ser"ices
2. !road!and and telephone ser"ices &.5T(
3. enterprise ser"ices
1he Mobile services group provides 3=M mobile services
across India in !$ telecom circles, while B21 business
group provides broadband 2 telephone services in ("
cities 1he ,nterprise =ervices group has two sub0units D
carriers Along distance servicesC and services top
corporates All these services are provided under the
Airtel brand
Bharti ,nterprises has been at the forefront of technology and
has revolutioni;ed telecommunications with its world class
products and services ,stablished in 1(8), Bharti has been a
pioneering force in the telecom sector with many firsts and
innovations to its credit
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Bharti provides a range of telecom services, which include
Cellular, Basic, Internet and recently introduced National Long
Distance. Bharti also manufactures and e#ports telephone
terminals and cordless phones Apart from being the largest
manufacturer of telephone instruments in India, it is also the
first company to e#port its products to the B=A
Bharti is the leading cellular service provider, with a footprint
in 1) states covering all four metros It has over 1! million
satisfied customers
Bharti ,nterprises has successfully focused its strategy on
telecom while straddling diverse fields of business Erom the
creation of #Airtel#$ one of India?s finest brands, to becoming
the largest manufacturer and e#porter of world class telecom
terminals under its #Beetel# brand, Bharti has created a
significant position for itself in the global telecommunications
sector Bharti 1ele0@entures is today ac'nowledged as one of
India?s finest companies, and its flagship brand ?Airtel?, has
over 1! million customers across the length and breadth of
India
/hile a -oint venture with 1ele1ech Inc, B=A mar'ed Bhartis
successful foray into the +ustomer Management =ervices
business, Bharti ,nterprises dynamic diversification has
continued with the company venturing into telecom software
development Fecently, Bharti has successfully launched an
international venture with ,G Fothschild 3roup owned ,GF&
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Holdings India Gtd, to e#port fresh Agri products e#clusively to
mar'ets in ,urope and B=A
"What other operators have achieved in one to
two years, Bharti has done in just over a month.
In July 2002, one out of every two people buying
a mobile across India chose ir!el. We are truly
proud to be spearheading the mobile revolution
in the country."
!Sunil
Bharti Mittal
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AIRTEL DISTRIBUTION SYSTEM
DISTRIBUTION SYSTEM
' proper distri!ution system is "ery important for e"ery company !ecause no a days
the customer ants full ser"ice ithout any pain. 'irtel has a deep penetration in the
market of prepaid cards, coupons, easy recharge and postpaid cards. I also seen in the
market the happy faces of customers and retailers of 'irtel !ecause of the easy
a"aila!ility of 'irtel cards and coupons.
BENEFITS OF GOOD DISTRIBUTION SYSTEM
1. #asy a"aila!ility
2. Satisfied customers
3. 3ompetiti"e ad"antage
0. .etter market reputation
<. Sa"es time
DISTRIBUTION SYSTEM OF AIRTEL
1. Irganisation &35K';s(
2. 7istri!utor
3. 2etailer
0. 3ustomer
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O r g a n i s a t i o n
C & F A
D i s t r i b u t o r
F O S
F O S
F O S
S e v e r a l F O S
D i f f e r e n t
R e t a i l e r s
D i f f e r e n t
R e t a i l e r s
D i f f e r e n t
R e t a i l e r s
D i s t r i b u t o r
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ORGANIZATION STRUCTURE
Irganisation of 'I2T#9 pro"ides ser"ices through KSI &Kull Ser"ice Iutlets( and
7S' &7irect Sales 'gent(
MANAGEMENT HIERARCHY AT AIRTEL
# M A N A G E M E N T H I E R A R $ H Y #
V I $ E P R E S I D E N T
M A R K E T I N G S T R A T E G Y
$ H A N N E L O P E R A T I O N M A N A G E R
D I S T R I $ T O P E R A T I O N H E A D
P R E P A I D M A N A G E R
P R E P A I D H E A D $ I R $ L E
M A R K E T I N G S U P P O R T M A N A G E R % A M A R K E T I N G S U P P O R T M A N G E R % B
M A R K E T I N G H E A D
$ I R $ L E S A L E S & M A R K E T I N G H E A D
V I $ E P R E S I D E N T
S A L E S P L A N N I N G
$ H I E F G E N E R A L M A N A G E R
$ H I E F S A L E S A N D M A R K E T I N G O F F I $ E R
THREE TYPES OF SALES:
1. Primary Sales - Irganisation to 7istri!ution of Prepaid, Postpaid 3ards, 3oupons,
easy recharge etc.
2. Secondary Sales - 7istri!utor to 2etailers
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3. Tertiary Sales - 2etailer to 3ustomer.
PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:
7ealer &3onfirms on <?H(
KIS &Sa that the form is completed and has 'ccessory papers
7istri!utor &'cti"ates the card(
PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:
7ealer &3ollects of 3ash and facilitates in 3ompetition(
KIS &3ollects the Korm(
7istri!utor &'cti"ates the card(

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MOBILE FOOTPRINT
The map !elo depicts the location of, and pro"ides certain information for, .harti Tele-
Eentures; e%isting mo!ile circles in IndiaF
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SOURCE:
&1( Population estimates are as per 6ational 3ensus, 2HH1 and are as of $arch 1, 2HH1. The
population for Dttar Pradesh &>est( circle is appro%imately 3?O of the total population for
the state of Dttar Pradesh.
&2( $o!ile su!scri!er statistics are as of Aune 3H, 2HH0 and are !ased on data released !y
3I'I. $o!ile market si)e comprises the total num!er of mo!ile su!scri!ers of all the ser"ice
pro"iders in a circle.
&3( 7emographics of $aharashtra and Tamil 6adu do not include demographics of state
capitals &metros( $um!ai and 3hennai respecti"ely.
&0( 7emographics of Garyana does not include Karida!ad 5 *urgaon as they are included in
7elhi 5 632. Similarly demographics of Dttar Pradesh &>est( 5 Dttaranchal does not
include 6oida 5 7elhi as they are included in 7elhi 632.
The significant groth in the 3ompany;s mo!ile !usiness has !een through a com!ination of
organic groth and ac4uisitions of additional licenses and has !een summari)ed !elo. The
information gi"en !elo is for the total market and is not representati"e of our market share
or netork co"erage.
1( 3omprises the circles of $aharashtra and *oa.
2( 3omprises the circles of 7elhi, Gimachal Pradesh, Marnataka and 'ndhra Pradesh.
3( 3omprises the circles of 7elhi, Gimachal Pradesh, Marnataka, 'ndhra Pradesh and
3hennai.
0( 3omprises the si%teen operational circles of .harti Tele-Eentures.
<( .ased on data released !y the 3I'I on the total num!er of persons su!scri!ing to
mo!ile ser"ices in our licensed areas.
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CHAPTER 2
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BUSINESS & MARKETING STRATEGIES
Some Marketing And Business Tools Adopted By AIRTEL As To
Promote Its Activities:
SeminarsF seminars are conducted at different places !y the e%pert time !y
time to make people aare.
Pu!licityF pu!licity is done through "arious media.
Stalls at famous placesF they conduct their stall after a particular period of time
on the famous and pu!lic place to attract them toards themsel"es.
7S' &7irect Sales 'gency(
Print media
Goarding
.anners
'd"ertisement
9eaflets
Kollo ups
.y M6IP
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Mobile Strategy
3apture ma%imum telecommunications re"enue potential ith minimum
geographicalco"erage to ma%imise its re"enues and margins..uild high 4uality mo!ile
netorks !y deploying state-of-the-art technology to offer superior ser"ices.
Dse the e%perience it has gained from operating its e%isting mo!ile netorks to de"elop and
operate other mo!ile netorks in India and to share the e%pertise across all of its e%isting and
ne 3ircles.
'ttract and retain high re"enue generating customers !y pro"iding competiti"e tariffs,
offering high 4uality customer support, proacti"e retention programs and roaming packages
across all of its mo!ile circles.
Pro"ide afforda!le tariff plans to suit each segment of the market ith a "ie to e%pand the
reach, there!y increasing the mo!ile customer !ase rapidly.
Key highlights of 1an-04 are as follows:
Industry additions ere up from the last month's 12.71 Lacks to 13.69 Lacs this month. In
percentage terms, this translates to a increase of = O in net adds o"er last month.
The num!er of su!scri!ers moved up from 21.LL $n at the end of 7ec-H3 to 23.3C $n at the
end of Aan-H0, a growth of C.22 O.
'll India monthly groth in su!scri!er num!ers as C.13 O. The growth elsewhere was F
P $etros / <.2= O
P ' circles / C.22 O
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P . circles / ?.?< O
P 3 circles / 3.03 O
P 'll 3ircles Total / C.C? O
Airtel - 6.39
. 3ircle category has shon the highest growth in subscriber base on an individual basis
this month.
't 'irtel, e ha"e alays sought to enhance "alue for you as a customer !y pro"iding you
the most rele"ant and easy to use ser"ices through inno"ation and !y harnessing the latest
de"elopments in technology. In line ith this strategy, e ha"e constantly introduced
inno"ati"e products and ser"ices to suit your uni4ue needs and ants.
Iur ser"ices range from 39I to $usic $essaging to 9ost 3all 'lerts / all to ser"e you
!etter.
$o"e your mouse o"er any ser"ice from the folloing menu to get a !rief description on
hat it is all a!out.
SMS
ASTROLOGY
RINGTONES
VOICE-MAIL
DAIL-A-RINGTONE
LOGOS
CALLER TUNES
MUSIC MESSAGING
FLASH MESSAGES
BLINKING MESSAGES
- 30 -

1OKES
LOVE 1OKES
YAHOO! MESSAGING
YAHOO! MAIL
NEWS UPDATES
SPORTS
CALLER IDENTIFICATION
TRENDS IN MOBILE COMMUNICATIONS
The groth and penetration of sophisticated digital communication systems, infrastructures,
and ser"ices, has !een increasing constantly o"er the last decade. #%amples of these ser"ices
are the Internet, electronic mail, multimedia, pagers, P7';s, and mo!ile telephony. Krom
marginal penetration 1< years ago, these systems and ser"ices are !ecoming a commodity in
!oth professional and consumer markets orldide. The de"elopments in these fields are still
going strong. In particular, rapid ad"ances - !oth in technology and ser"ices - can currently
!e o!ser"ed in ireless and mo!ile systems that support the communication of different
media, such as data, speech, audio, "ideo and control.
3urrent ireless netork and mo!ile phone ser"ices roll-out is centered around four a"aila!le
technologies, namely >'P, D$TS, .luetooth, and mo!ile positioning systems. The ireless
application protocol &>'P(, initially carried !y second generation *S$ and in the future !y
third generation D$TS ireless netorks, ill turn the mo!ile phone into a netorked
smart-phone capa!le of lo to medium data rate Internet functionalities. .luetooth ill allo
for short-range data communication !eteen consumer appliances in a domestic
- 3< -

en"ironment. Positioning systems ill !ecome integral part of mo!ile phones such that
ser"ices can !e made dependent on the location of the user in the netork.
>hen projecting the progress in mo!ile netorks and ser"ices into the future, three
de"elopments are of importance. In the first place, e can o!ser"e that more and more
mo!ile phone-like de"ices start to include accessories such as a small key!oard, a display,
and a speech interface. Such communication and information-oriented systems are emerging
as hy!rids !eteen the mo!ile phone and the ireless laptop personal computer. >ith higher
!it rates supporting more ad"anced ser"ices, the integration of the personal computer and
personal communication de"ices ill !e pushed e"en further.
In the second place, e o!ser"e that computing resources are !ecoming u!i4uitously - that is
e"eryhere and at all time - a"aila!le. >e ill soon li"e in an en"ironment that supports us
!y pro"iding u!i4uitous 3omputing for a ide "ariety of tasks and ser"ices. 7aily life
consuma!les, dura!le products and ser"ices already contain an e"er-increasing num!er of
sensors, actuators, processing units, and &em!edded( softare. The personal computer has
entered daily life as a necessary commodity, and the de"elopment of sophisticated
communication systems in today;s society relies hea"ily on the a"aila!ility of computation
resources.
Kinally, e o!ser"e that communication and computing is !ecoming increasingly personal.
The de"ice &and therefore the user( is alays on-line, the user is identifia!le, the de"ice can
!e personali)ed, and the system knos a!out the user1s position.
- 3C -

CELLULAR MOBILE PRICING STRUCTURE AND
TRENDS
Successful groth and diffusion of mo!ile communication ser"ices is focusing greater
attention on ho mo!ile relates to fi%ed netorks. 'ccordingly, it is necessary for regulatory
authorities to re"ie current frameorks in those instances here regulation might impede
the offering of certain pricing structures, such as calling party pays. This issue is critical in
putting fi%ed and mo!ile netorks on an e4ual footing, so the potential for competition
!eteen netorks can !e e%ploited. Testing the demand for ne pricing structures can !e left
to the market. Successful groth and diffusion of mo!ile communication ser"ices is focusing
greater attention on ho mo!ile communication relates to the Internet and electronic
commerce. This report re"ies and !enchmarks the pricing of emerging ser"ices such as
short message ser"ices. These ser"ices are the har!ingers of Q Third generation Q Information
ser"ices o"er mo!ile netorks, and policy makers need to re"ie current regulatory
frameorks to enhance pricing inno"ation and competition in the pro"ision of these ser"ices.
- 3? -
INDIVIDUAL CUSTOMIZATION
'n important trend in our society is agility or mass indi"iduali)ation. 3onsumer !eha"ior is
much more "olatile, much less predicta!le and increasingly concerned ith instant
gratification. The e%pectation is that in due course this trend toards indi"iduali)ation ill
!ecome a more important factor in the emerging markets too, particularly in the ur!an areas.
's ell as setting 4uality standards for products, this attitude also demands deli"ery at the
right time and in the right place. 't any moment, here"er the consumer may !e, it has to !e
possi!le to satisfy his or her re4uirements, it is a 4uestion of the consumer as a :mo"ing
target: and ho e can increase our chances of :scoring a hit:.
In modern thinking a!out categories of consumers, e"ery consumer has something of this
instant consumer in his or her make-up, alongside other possi!le descriptions, such as
:rational:, :social: and :responsi!le:. >hat;s more, this can "ary according to the product
category. Ine moment, moreo"er, this instant consumer ill !e demanding products on the
!asis of fla"or, con"enience or cheapness, and in the ne%t !reath ill !e "oicing concerns
a!out the en"ironment, animal elfare or his or her on health. The likelihood is that in the
long term health, the en"ironment and animal elfare ill !e significant factors in the
concept of 4uality, as safety already is.
3hanges in consumption patterns are an important factor in this de"elopment. >hile the retail
trade is e"ol"ing from supermarket to household ser"ice pro"ider in response to mass
indi"iduali)ation, consumers are increasingly also o!taining their food through other outletsF
company canteens, take-aay meals, snack !ars, old people;s homes etc. :@oung couples: in
#urope are rapidly mo"ing toards the situation that already e%ists in the Dnited States,
here <HO of the food consumed is prepared outside the home. This places different
demands on products in terms of keeping 4ualities &shelf life(, con"enience and presentation.
- 3= -
Consumer-driven technology development
These trends in the market and among consumers generate a demand for a more differentiated
and more rapidly changing product range and also call for a different approach to technology
de"elopment &dedicated production systems(. In the future there ill ha"e to !e product
de"elopment that takes the dynamic of the market and the di"ergent ishes of the consumers
as its starting point and uses the technologies of the futureF !iotechnology, separations
technology, sensor technology and modern information technology &IT(. To achie"e this,
product de"elopment ill ha"e to !e tackled in a more structured ay, and knoledge
deri"ing from different areas of research ill ha"e to !e integrated more effecti"ely. The
de"elopment of sensor technology in the agro sector, for instance, re4uires the integration of
materials technology, !iotechnology and process technology. 6e scientific de"elopments
also pro"ide interfaces through hich the sector may respond to ishes relating to healthF
!oth the information a!out genetic aspects and the ne insights into !ioacti"e components -
su!stances that, in lo concentrations, affect human health - offer interesting prospects of
made-to-measure foodR
In the future, :made-to-measure food: ill also mean :food produced in a ay that the pu!lic
finds socially accepta!le:. Such aspects as the en"ironment, animal elfare etc. ill play a
major role. This ill ha"e to !e specifically taken into account in the de"elopment of
technology.
- 3L -
From chains to flexible networks
's ell as imposing re4uirements in terms of technology de"elopment, trends such as mass
indi"iduali)ation call for a responsi"e anser to a sharply fluctuating market demand. This
places considera!le demands on the organi)ation of agricultural production chains. The full
"ertical integration of links in a chain can mean a loss of fle%i!ility. It ould appear to !e
more efficient to opt for a continuation of the de"elopment of the chain concept, leading to
responsi"e netorks that com!ine the ad"antage of co-ordination ith the fle%i!ility of more
loosely linked organi)ations. These independent organi)ations ork closely together in the
flo of goods along the chain in order to achie"e the desired :customer "alue: at the loest
possi!le cost.
- 0H -
COMPANY`S PLANS`
PREPAID PLANS
're you ary of committing yourself to a date for making your !ill paymentsQ
Is it too much of a !other for you to remem!er dates for !ill paymentsQ 7o you often
end up paying late fees against your monthly utility ser"ices !illsQ 7o you end up
spending too much if you ha"e the option to pay the !ill laterQ
Think o"er for if one of these represents you, e ha"e a solution for you. Start
thinking prepaid is our ad"iseR
So hat e%actly is this prepaidR It is simply a ay of going cellular !y paying
for the talk time in ad"ance. Kor e.g. if you feel that you need 2s. 3HH orth of talktime
for a month, you can !uy a recharge coupon hich gi"es you that much talktime on
your cellphone. Ince that money gets e%hausted you can !uy another recharge coupon
for the same or different denomination depending on your future need.
Prepaid allos you to !e in control of your cellular e%penses e"en hile you are
spending. @ou ill !e surprised that today In India, Prepaid connections account for
almost CH to ?H percent of the total ne entrants into cellular telephony. That1s !ecause
almost e"ery one of us ants to !e in control of our cellular e%pense.
Advantages of prepaid:
Some of the many advantages that you enjoy with Airtel Pre-Paid...
Total Cost Control
#njoy the li!erty of total cost control ith your 'irtel Pre-paidR 2e-charge as
- 01 -
much as you feel the need toR 6o that;s hat e call complete freedomR
No Rentals
.uy an 'irtel prepaid card ithout ha"ing to pay any rentalsR
No deposits
@our 'irtel prepaid card comes ithout you ha"ing to pay heafty depositsR
STD/ISD facility till the last rupee
6o e%perience complete freedom like ne"er !efore ith 'irtelR Iur ST7SIS7
facility allos you to make long distance calls in India and I"erseas from your
cellular phoneR
Instant Balance Inquiry
3heck your talk-time instantly !y calling our toll-free num!erR
60 second pulse
'irtel pro"ides you ith a CH-second pulse rateR Kreedom for you to e%perience
like ne"er !eforeR
Instant Recharge
'"ail of instant recharge on your 'irtel prepaid card ith just a fe simple
stepsR
24-hour recharge facility
>ith our round-the-clock recharge facility, recharge you 'irtel prepaid card
anytime, anyhereR
Caller Line Identification
3all 9ine Identification gi"es you the poer to kno the phone num!er of the
- 02 -
calling party e"en !efore you anser the call, thus gi"ing you the choice to
either reject or take the call. It pro"ides the added ad"antage of sa"ing the
incoming num!er directly in the Gandset Phone .ook. So that the ne%t time
you ant to call the same person, you don;t need to retype his num!er,
simply use your phone !ook.
Call Divert, Call Hold and Call Wait
'"ail of special ser"ices like call aiting, call hold and call di"ert / all ith your
'irtel prepaid cardR
Short Messaging Service (SMS)
>ith 'irtel1s Short $essaging Ser"ice &S$S(, send messages and jokes to your
friends and colleagues, anytime anyhereR
SMS based Information Services
>ith 'irtel;s S$S !ased information ser"ices, you can get up to-the-minute cricket
scores, order floers as ell as send couriers or check your daily horoscopeR
Voice Mail service
Eoice $ail lets you recei"e messages e"en hen your handset is sitched off or
hen you are outside the co"erage area. @ou can listen to your messages hene"er
you feel like, from anyhere in the orld. Eoice $ail can store up to ?< messages,
ith each message of to-minute duration.
POST-PAID PLAN
'irtel elcomes you to a "i!rant orld of unlimited opportunities. $ore
e%citing, inno"ati"e yet simple ne ays to communicate, just hen you ant to, not
- 03 -
just through ords !ut ideas, emotions and feelings. To gi"e you the unlimited
freedom to reach out to your special people in your special ay.
Post paid Plan:
New Airtel 150
- 00 -
- 0< -
ONE TIME CHARGES (Rs.)
'cti"ation 3harges 2<H
$em!ership Kee 2<H &con"erts into security after 20 months(
Security 7eposit 6'
MONTHLY CHARGES (FIXED) (Rs.)
.ill Plan 3harge 1<H
MONTHLY CHARGES (OPTIONAL) (Rs.)
39IP <H
'irtel Ither *S$ S
37$' &1H
7igit(
9andline S
>99
LOCAL RATES (Rs. / Min) 1 1 1
STD RATES (Rs. / Min) 1.< 1.< 1.<
ISD (Rs. / Min)
DS', 3anada, #urope &Ki%ed
9ine(, 'ustralia, Singapore,
Gong Mong, Thailand,
$alaysia, Indonesia, 6e
Tealand.
C.0
*ulf, #urope &$o!ile(,
S''23 countries, 'frica 5
2est of the orld
L.2
3u!a, Sao Tome 5 Principe,
*uinea .issau, 7iego *arcia,
6auru, Solomon Islands,
Eanuatu, 3ook Islands,
Tu"alu, Tokelau, 6orfolk
Island, Sakhalin
0H
SMS (Rs.)
9ocal 1
37$' 1
6ational 1.<
International <
E'S 3.HH
- 0C -
- 0? -
ONE TIME CHARGES (Rs.)
'cti"ation 3harges 2<H
$em!ership Kee 2<H ,con"erts into security deposit after
20 mnths
Security 7eposit H
MONTHLY CHARGES (FIXED) (Rs.)
.ill Plan 3harge 2s.2LL
MONTHLY CHARGES (OPTIONAL) (Rs.)
39IP H
'irtel Ither *S$ S
37$' &1H
7igit(
9andline S
>99
LOCAL RATES (Rs. /
Min)
1Per 2
$inute
1 1
STD RATES (Rs. / Min) 1Per 1
$inute
1Per 1
$inute
1Per 1
$inute
ISD (Rs. / Min)
DS', 3anada, #urope
&Ki%ed 9ine(, 'ustralia,
Singapore, Gong Mong,
Thailand, $alaysia,
Indonesia, 6e Tealand.
C.0
*ulf, #urope &$o!ile(,
S''23 countries, 'frica
5 2est of the orld
L.2
3u!a, Sao Tome 5
Principe, *uinea .issau,
7iego *arcia, 6auru,
Solomon Islands,
Eanuatu, 3ook Islands,
Tu"alu, Tokelau, 6orfolk
Island, Sakhalin
0H2s
SMS (Rs.)
9ocal 1
37$' 1
6ational 1
International <
E'S 3
- 0= -
ONE TIME CHARGES (Rs.)
'cti"ation 3harges 2s.2<H
$em!ership Kee 2s.2<H&con"erts to security deposit post 20
mnths(
Security 7eposit 6'
MONTHLY CHARGES (FIXED) (Rs.)
.ill Plan 3harge 1?<
MONTHLY CHARGES (OPTIONAL) (Rs.)
39IP H
'irtel Ither *S$ S
37$' &1H
7igit(
9andline S
>99
LOCAL RATES (Rs. / Min) H.?< H.?< H.?<
STD RATES (Rs. / Min) 1.< 1.< 1.<
ISD (Rs. / Min)
DS', 3anada, #urope &Ki%ed
9ine(, 'ustralia, Singapore,
Gong Mong, Thailand,
$alaysia, Indonesia, 6e
Tealand.
C.0
*ulf, #urope &$o!ile(,
S''23 countries, 'frica 5
2est of the orld
L.2
3u!a, Sao Tome 5 Principe,
*uinea .issau, 7iego *arcia,
6auru, Solomon Islands,
Eanuatu, 3ook Islands,
Tu"alu, Tokelau, 6orfolk
Island, Sakhalin
0H
SMS (Rs.)
9ocal 1
37$' 1
6ational 1.<
International <
E'S 3
Airtel Out of Home Circle
>e ha"e esta!lished one of the most e%tensi"e roaming tie-ups - !oth national and
international- ith the !est ser"ice pro"iders in the respecti"e regions to ensure that
you get uninterrupted co"erage throughout. >e currently pro"ide roaming co"erage in
more than 1HHH cities and major highays across India. >e also pro"ide international
roaming in <C countries across 1H1 netorks.
To get more information on our roaming co"erage, click on the respecti"e linksF
National Roaming
Iur national roaming co"erage currently spans across more than a 1HHH cities across
India. To su!scri!e to 6ational 2oaming, you ha"e to pay the folloingF
Security Deposit- Rs 1500
Monthly Rental- Rs 49
National Roaming Tariffs:
- 0L -
Service category
Location
Distance(K
m)
Charges(Rs.)
Outgoing
Within the roamed
Circle
M 2 M / PSTN / WLL Any 1.99
Outside the roamed
Circle (STD)
M2M 0 - 200 1.99
> 200 2.99
M 2 PSTN/WLL 0 - 200 2.99
200 - 500 3.99
> 500 4.99
ISD Gulf 15.99
Rest of the World 15.99
Incoming
Any source Any distance 1.99
SMS
Mobile Originated 3
Mobile Terminated 0
Customer Care
7o you need any clarifications on your !illsQ 7o you ha"e any feed!ack or
4uery on our Products 5 ser"icesQ @ou can call us, send us an #-mail or meet us in
person. >e shall !e glad to help you out in e"ery possi!le ay.
Contact us by phone
If you are on 'irtel, just call us on 121 your 'irtel Prepaid phone.
- <H -
If you are on 'irtel postpaid, just call us on 121 from your 'irtel Postpaid phone
These toll free num!ers hoe"er, cannot !e dialed hen you are roaming.
Airtel launches Music Messaging service
3ustomers can dedicate songs along ith their "oice messages,
'irtel, one of the leading cellular operators in $aharashtra, *oa, and 7aman 5 7ue
and today announced the launch of a ne inno"ati"e ser"ice called +$usic
$essaging-. The ser"ice ill allo music lo"ers to listen to the "arious songs and then
dedicate the same to any other 'irtel mo!ile su!scri!er along ith a personali)ed "oice
message.
Kor using the ser"ice, the customer simply needs to dial C0C from his mo!ile
and follo the "oice prompts. This ill lead him to the options Gindi and #nglish
songs. There are 1H songs under each option and the customer can either go on to listen
to the song clippings of LH seconds each or mo"e on to the ne%t or pre"ious song.
>hile listening to the song, the su!scri!er may choose to dedicate the song to some
other 'irtel Su!scri!er after recording a 1H second long personali)ed "oice message.
The music message ill then !e recei"ed !y the person to hom it has !een dedicated
as a Eoice $essage ith the 39I of the sender. Ince deli"ered, the message !egins
ith the sender1s "oice message folloed !y a 3H second clip of the song that has !een
dedicated. The charge for the ser"ice is just 2s ?Sminute for a CH second pulse.
- <1 -
'nnouncing the launch of the ser"ice, $r. 6.K.'i!ara, 3II, 'irtel-
$aharashtra said +The mo!ile phone today is no longer just a communication de"ice.
2ather it is a dri"er of self-identity and creati"e pursuits especially for the youth
segment hich constitutes a!out ?H O of the ne customers that e enrol e"ery month.
>e ha"e alays sought to pro"ide our customers ith ne and e%citing ser"ices that
ha"e !een made possi!le through inno"ation and use of latest technology. The launch
of this ne ser"ice is another step in the same direction as it ena!les customers to add a
musical edge to their messages-nothing can !e more poerful than a message in one1s
on "oice along ith a song to suit the situation. I am sure this ser"ice ill !e liked !y
all our customers and more specially the youth-
\ BHARTI CELLULAR FOOTPRINT
.harti is to first achie"e critical mass, then drill deep instead of spreading thin.
Thereafter, it is ready for controlled e%pansion.
In keeping ith this, the company has !een pro"iding e%cellent ser"ice to its
su!scri!ers in "arious states. It controls a portfolio of India;s most attracti"e and
contiguous telecom geographies, including the states of $aharashtra &e%cluding
$um!ai(, *oa, *ujarat, 'ndhra Pradesh, $adhya Pradesh, 3hattisgarh and 7elhi
- <2 -
&inclusi"e of 632(. >ith a footprint dominating the map of India, 'irtel 3ellular
accesses o"er 0<O of India;s
total telephony potential. >ith the o!jecti"e of critical mass achie"ed, 'irtel 3ellular
turned to drilling deep.
- <3 -
CHAPTER 3
- <0 -
OB1ECTIVE OF THE STYDY
o To study the consumer trends in telecommunication sector.
o To study consumer decision-making 5 preferences.
o To study marketing strategies adopted !y 'irtel.
o To study the le"el of customer satisfaction in 'irtel.
o To study the market potential.
o To study customer purchase decision !eha"iour.
o To understand the needs of different consumer segments.
o 3omparati"e study of different mo!ile companies.
o To kno hy some retailers don1t sell ne connections of 'irtel.
- << -
RESEARCH METHODOLOGY:
Research problem:
To study consumer trends, !eha"iour, preferences and le"el of
satisfaction in 'irtel communication 9td. The study as conducted in 'm!ala ith
sample si)e of <H and sample units ere suppliers and
3onsumer of mo!ile connection
Research Objectives:
o To study the consumer trends in telecommunication sector.
o To study consumer decision-making 5 preferences.
o To study marketing strategies adopted !y 'irtel.
o To study the le"el of customer satisfaction in 'irtel.
o To study the market potential.
o To study customer purchase decision !eha"iour.
o To understand the needs of different consumer segments.
o 3omparati"e study of different mo!ile companies.
Research Design
The folloing methodology as adopted for the study purposeF
Type of researchF
7escripti"e and 4ualitati"e research design ere used hile conducting the project.
Sampling 7esign as taken !y the researcher as the 2esearch design.
- <C -
The major purpose of the study is to descri!e the state of affairs as it e%ists at present.
The study as !ased on the facts or information already a"aila!le, 5 analysis of this
a"aila!le information make a critical e"aluation of the material.
Research Method/Technique:
In the project report the researcher used folloing techni4ues hile conducting his
studyF
'nalysis of documents
Sur"ey $ethod: A market survey was done on life insurance
companies.
Inter"ie &Personal(F .oth open and closed ended &unstructured( 4uestions
ere asked hile taking some information from the users of the cellular at
7#9GI.
Juestionnaire &Structured(F ' structured designed comprehensi"e 4uestionnaire
as framed and pretested for data collection from the customer of mo!ile
Research Data
7ata is the key acti"ity of marketing research. The design of the data
collecting method is !ack!one of research design.
7ata constitute the foundation of statistical analysis and interpretation.
Gence the first step in statistical ork is to o!tain data.
7ata can !e o!tained from to important sources, namelyF
1. Primary 7ata
2. Secondary 7ata
- <? -
Primary Data:
Primary data are gathered for the specific purpose or for a specific
research project, consist of original information for the fulfilment of project o!jecti"e.
>hen the data are re4uired for the particular study can !e found neither in the internal
record of the enterprises nor in pu!lished sources. In some cases it may !ecome
necessary to collect original data.
Primary data can !e collected in four aysF-
1. I!ser"ation
2. Sur"ey
Secondary Data:
Secondary data are the data, hich already e%ists somehere. Secondary
data pro"ide starting point for research and after that the ad"antage of lo cost and
ready a"aila!ility. Secondary data can !e di"ided into to typesF
1. Internal data
2. #%ternal data
>hen researcher uses the data that has already !een collected !y other
data are called secondary data. Secondary data can !e o!tained from journals i.e.
internal sources report, go"ernment pu!lication and !ooks, professional !odies etc.
- <= -
Internal data are reports and memos generated ithin an organisation to
facilitate its operations and annual report. #%ternal data are those specially produce for
outside consumption.
Sources from which the researcher has taken the secondary data are
as under:
1. 7irect o!ser"ation
2. 'irtel e!site
3. .ooks for marketing management
0. Sur"eys and customer data 5 report
<. 'irtels customers care office
C. 'irtel1s .rouchers
SAMPLE DESIGN
Area of Sample:
The areas co"ered up in this sur"ey as 7#9GI
Selection of units under study
Sampling Dnits from '$.'9' ere suppliers and

3onsumer of mo!ile connection
Source list (Sampling Frame)
SUPPLIERS: 10
- <L -
CUSTOMERS: 40
Sample size: 50
Sampling Procedure: Probability Sampling (Simple 2andom Sampling(
LIMITATIONS OF THE STUDY
>hile orking on this project I ha"e to face some difficulties hile conducting the sur"ey.
People ere not interested in gi"ing there actual information a!out their family income and
airtime, as they ere e%tremely scared a!out the income ta% some people ha"e difficult to
take them in confidence so that they can gi"e correct information.
Some of the limitations areF
Not at home
Refusal to co-operate
Respondent bia
- CH -
- C1 -

CHAPTER 4
- C2 -
DATA ANALYSIS AND INTERPRATION
(1) Do you have own mobile connection?
A. Yes
B. No.
86
14
Having Mobile
Not having
obile
The data shows that the total sample size of 50 people taken for
research out of which 86% of persons keep mobile with them.
Sample size - 50
Having mobile Respondent
Yes 43
No 7
- C3 -
Which kind of phone you would like use?
!an" line
Mobile
The data shows that the total sample size of 50 people taken for
research out of which 50% of persons like to use land line phone and 30%
person like to use mobile and rest 20% person like to use WLL.
Sample size - 50
CONNECTION Respondent
LANDLINE 25
MOBILE 15
WLL 10
- C0 -
(3) Which age group you belong to?
(a) 15-20
(b) 20-25
(c) 25-35
(d) 35- above
1#$%&
%&$%#
%#$'#
'#$above
The analysis shows that 14% people from 15- 20 age group, 8% persons
from 20-25 age group, 36% persons from 25-35 age group, and 42% of
people from 35-above age group keep mobile with them.
Sample size - 50
Age Respondent
15-20 7
20-25 4
25-35 18
35-above 21
- C< -
(4) What occupation do you have?
(a) Business
(b) Professional
(c) Government Employee
(d) Student
The data shows that 50 persons are from, 23 persons are professionals, 16 persons are
Private and 5 persons are found retirement 6 person are government employee to
consume mobiles.
Sample size - 50
Occupation Respondent
Professional 23
Private 16
Retirement 5
Government 6
- CC -
(5) Which connection would you prefer?
(a) MTNL
(b) Airtel
(c) Orange/ Hutch
(d) BPL
(e) Reliance
When the preferences for mobile phone connections were asked, results
drawn that 40% of persons prefer to take BSNL because they believe in
BSNLs better coverage & cheaper rates after BSNL, 20% of people opt
Reliance services because of its cheaper rate and flexible schemes, then
Airtel is only 25% but there is very high recommendation for its better
connectivity. Airtel is rich in attractive schemes and plans for business
persons and persons related to corporate world.
Sample size: 50
Phone Connections Respondent
Airtel 20
BPL 8
MTNL 12
OTHERS 10
- C? -
(6) You would like to take prepaid connection or Post paid connection?
a. Prepaid
b. Post paid
The research study shows that almost people from the selected segment give
priority to Post Paid connection, because of the flexibility and attractive plans
for this market segment.
Sample size: 50
Connection Respondent
Pre paid 40
Post paid 10
- C= -
Airtel
market
Competitor's
market
Airtel
market
Competitor's
Market
Airtel Lapu

Competitor's
Lapu
3areter1s meeting Pt. 0HO CHO 0<O <<O 01O <LO
Kinal Touch C?O 33O 0<O <<O 0<O <<O
6aa) photo comm. 3CO C0O 02O <=O 03O <?O
Tone 5 melodies 0<O <<O 03O <?O 0HO CHO
$ilan comm. 3=O C3O 03O <?O 3=O C3O
'alamcomm. 0<O <<O <?O 03O 2LO ?1O
Eijay electronics 3=O C2O 3=O C3O 3=O C2O
'man comm. 02O <=O 0HO CHO 3=O C2O
2ose comm. 03O <?O 2LO ?1O 2LO ?1O

TOTAL 45 55 43 57 37 63

- CL -
Outlet name
Airtel market

Competitor's
market
Airtel
market
Competitor's
market
Airtel
Lapu
Competitor's
Lapu
' 2 T communication 03O <?O 0HO CHO 33O C?O
..M.$arketing C0O 3CO <HO <HO 0HO CHO
Santacru) mart C1O 3LO LO L1O 01O <LO
$o!ile "illa C=O 32O 2?O ?3O 00O <CO
Eakola $all =HO 2HO 0HO CHO 00O <CO
$atri% telecom 3?O C3O <HO <HO 3HO ?HO
*upta Telecom <=O 02O 3=O C2O 0<O <<O
$oon contacts ?0O 2CO 02O <=O <3O 0?O
$o!ile city 00O <CO 33O C?O 0<O <<O
Monkan electronics <=O 02O 3=O C2O 03O <?O
TOTAL 61 39 24 76 43 57
- ?H -
Airtel
market
Competitor's
market
Airtel
market
Competitor's
market
Airtel
Lapu
Competitor's
Lapu
*ala 5 sons ?<.HHO 2<O <3O 0?O CHO 0HO
.harat telecom ?<.HHO 2<O 0<O <<O 0<O <<O
Pra"een 5 sons ?H.L?O 2LO <CO 00O <CO 00O
Tarina general store C0.<2O 3<O <?O 03O 0=O <2O
2a"i communication ?2.?3O 2?O <<O 0<O 0=O <2O
Sai communication ?<.HHO 2<O 0<O <<O 00O <CO
Juality inn C2.<HO 3=O <2O 0=O <CO 00O
6irmals shop ?C.0?O 20O 0=O <2O CHO 0HO
'ndheri Shop CC.C?O 33O <HO <HO 03O <?O
Total 72.27 28 49 51 54 46
- ?1 -
Airtel
market
Competitor's
market
Airtel
market
Competitor's
market
Airtel
Lapu
Competitor's
Lapu
6air *allery <<O 0<O 0<O <<O 33O C?O
Poonam 'rt *allery <HO <HO 00O <CO 03O <?O
'man comm. C3O 3=O 02O <=O 02O <=O
Mhar Internationals 00O <CO 33O C?O 31O CLO
Saif !usiness 2CO ?0O 0?O <3O 0HO CHO
Dni4ue telecomm. 03O <?O 3CO C0O C?O 33O
'nti4ue
3ommunications
<0O 0CO <0O 0CO 03O <?O
Garmain #ntp.. <CO 00O 02O <=O 03O <?O
Irpat atches <CO 00O <CO 00O 2LO ?1O
Sindhi $o!iles 0<O <<O 0HO CHO 3=O C2O
TOTAL 50 50 43 57 40 60
- ?2 -
Airtel
market
competitor's
market
Airtel
market
competitor's
market
Airtel
Lapu
competitor's
Lapu
$agic gallery 0CO <0O 0HO CHO 31O CLO
Photo orld 0HO CHO 0HO CHO 3<O C<O
.a!a Telecom 02O <=O C3O 3?O 3CO C0O
*ift Point 0=O <2O <O L<O 3?O C3O
*ift 0 D 3CO C0O 0<O <<O 2LO ?1O
'rco electronics 03O <?O 3<O C<O 3CO C0O
$arl!oro telecom 3=O C3O 3=O C2O 3CO C0O
Star comm. 03O <?O 3HO ?HO 3CO C0O
$alik comm. 03O <?O 3?O C3O 3LO C1O
Gighay international 00O <CO 2LO ?1O 3=O C2O
TOTAL 43 57 38 62 35 65
- ?3 -
'mar
enterprises
*olden
tel.
.harat
stores
Mapil
comm.
Plus Point
comm.
Pla)a
comm.
6e Star
comm.
Mumail
comm.
Auhu
general
store
'irtel prepaid connection
stock
C?O <=O C3O ?1O ?<O ?3O <CO <HO <CO
3ompetitor;s stock 33O 02O 3=O 2LO 2<O 2?O 00O <HO 00O
'irtel coupon "alue 02O 0HO 33O 33O 02O 0HO CHO 0HO <HO
3ompetitor;s coupon "alue <=O CHO CHO C?O <=O CHO 0HO CHO <HO
'irtel 9apu "alue 0<O 0HO <HO <CO 0=O 0?O 02O 0HO 3=O
3ompetitor;s 9apu "alue <<O CHO <HO 00O <2O <3O <=O CHO C3O
- ?0 -
SALES OF DIFFERENT RETAILERS
S.No.
Transforming
Value
Doing (New Sim)
570
1. *inny Telecom 3HHHSa day 1H S a month
2. Sodhi Selection 3HHHSa day ? S a month
3. Mrishna #nterprises 3HHHSa day 2 S a day
0. .alajee $edical Store 1HHHSa day 7on;t Sell Sim
<. Pastry Palace <HHSa day 7on;t Sell Sim
C. Sutech Photostat 1HHHSa day 7on;t Sell Sim
?. $o!ile *allery 2HHHSa day 12 S a month
=. #-Tone 0HHHSa day 1H S a month
L. Eikas Teleco 1HHHSa day < S a month
1H. Skyline 3ommunication 1HHHSa day <S a month
11. Mohli 'ssociates <HHHSa day 12 S a month
12. 'mit 3ellnet 7on;t Sell 9apu 7on;t Sell Sim
13. Sunrise 3ommunication 7on;t Sell 9apu 7on;t Sell Sim
10. *urunanak Telecom 3HHHSa day 1< S a month
1<. 9am!aatch Ser"ice <HHHSa day 0 S a day
1C. Shri .alajee 3ommunication <HH S a day 1< S a month
1?. .harija Telecom 1HHHSa day 0S a month
1=. 3ha!ra Sons 1<HH S a day 1H S a month
1L. *upta Telecom 3HHHSa day 3Sa day
2H. *oodluck Telecom 3HHHSa day <Sa day
21. 'rora Telecom <HHHSa day 2Sa day
22. .a!oo $usic Gouse 0HHHSa day 1Sa day
23. 2incle #lectronics <HHHSa day 2Sa day
20. Gonest Telecom 3HHHSa day 1Sa day
2<. Prince 3ommunication 2HHHSa eek 2Sa day
2C. Ayoti Telecom <HHHSa eek 2Sa day
2?. Gari Telecom 3HHHSa day 1Sa day
2=. .ansal 3ommunication 3HHHSa day 2Sa day
2L. Eerma 3ommunication <HHHSa eek 1Sa day
3H. Sunny Sound 2HHHSa day 1Sa day
31. 7iksha 6etork 7on;t Sell 9apu 7on;t Sell Sim
- ?< -
32. *ogia Telecom ?HHHSa month
3Sa month
33. Dr"ashi 3HHHSa day 2 Sa day
30. Sharma Telecom <HHHSa day 1Sa day
- ?C -
SOME OF THE OUTLETS THAT I HAVE COVERED
S.No.
Transforming
Value
Doing (New Sim)
571
1. @our;s Shop =HHH S a eek 2 S a eek
2. *a!a 3ommunication CHHH S a eek 1 S a eek
3. *osain #lectronics 2H,HHH S a eek 0 S a eek
0. Sant .akers 1H,HHH S a eek 2 S a eek
<. Dni4ue 3ommunication 3HHH S a eek 1 S a eek
C. Sukh 3ommunication 3HHH S a eek 1 S a eek
?. 'rora 3ommunication 3HHH S a day 2 S a eek
=. .alajee 3ommunication 1<HHH S a eek 1H S a eek
L. 7ase #nterprises ?HHH S a eek 3 S a eek
1H. *ift 3orner 2HHHH S a eek < S a eek
11. 7eepak 3ommunication 2HHH S a eek 7on;t Sell Sim
12. Malptaru 3ommunication 3HHH S a eek 0 S a eek
13. A$7 3ommunication 3HHH S a day 3 S a eek
10. Gello Point <HHH S a eek 2 S a eek
1<. *ro"er 3ommunication <HHH S a eek 1 S a eek
1C. #lectronics >ays 2H,HHH S a eek 1< S a eek
1?. 3om-3om 1<,HHH S a eek ? S a eek
1=. $elhotra Telecom 3<,HHH S a eek ? S a eek
1L. *ro"er 3ar 7on;t Sell 9apu 7on;t Sell Sim
2H. Puneet 3ommunication 0HHH S a eek 7on;t Sell Sim
21. 7igital 'ge 3HHH S a day 2 S a eek
22. .hana 3ommunication 3HHH S a eek 1 S a eek
23. 'nand 3ommunication 3HHH S a eek 1 S a eek
20. Eicky 3ommunication 2HHH S a day 1 S a eek
2<. ..S. Telecom 3HHH S a day 2 S a eek
2C. 2aju Telecom CHHH S a eek 3 S a eek
2?. 6o!le 3ommunication LHHH S a eek C S a eek
2=. Sun 3ommunication <HHH S a eek 1 S a eek
2L. Tele Eoice 3HHH S a eek 2 S a eek
3H. 'sian #lectronics <HHH S a eek 0 S a eek
31. Kine 3omputers <HHH S a eek 1 S a eek
- ?? -
32. Mundan Property 7on;t Sell 9apu
7on;t Sell Sim
33. 'ir 3ommunication <HHH S a eek 2 S a eek
30. $elody ?HHH S a eek 2 S a eek
3<. Style 3ommunication <HHH S a eek 2 S a month
3C. 'pna Store 7on;t Sell 9apu 7on;t Sell Sim
3?. Aaishree harmilap 2HHH S a eek 2 S a month
3=. $onu Studio <HHH S a eek 1 S a eek
3L. 3ra)y 3ommunication 2HHH S a eek 2 S a day
0H. 3hala Telecom 3HHH S a eek 1 S a month
01. .hola Telecom 7on;t Sell 9apu 7on;t Sell Sim
02. .roaday $usic <HHH S a month 1 S a month
03. 3ellular Gut 7on;t Sell 9apu 0 S a month
00. Keeling *ift Point 7on;t Sell 9apu 7on;t Sell Sim
0<. Aai 'm!e Kancy Store 7on;t Sell 9apu 7on;t Sell Sim
0C. Miran ST7 7on;t Sell 9apu 7on;t Sell Sim
0?. Mundan Properties 7on;t Sell 9apu 7on;t Sell Sim
0=. 'm!ika Telecom 2HHH S a eek 1 S $onth
0L. $anpreet 3ommunication 7on;t Sell 9apu 7on;t Sell Sim
<H. 6a"een 3orner 7on;t Sell 9apu 7on;t Sell Sim
<1. 6eha #nterprises 2HHH S a eek 1 S a month
<2. 2oyal 'mar >atch 2HHH S a eek 1 S a month
- ?= -
SWOT ANALYSIS OF AIRTEL
Strengths
I6E#STI21s K'ITGF
In"estor1s faith in 'irtel that causes huge monetary support.
ST2I6* '7$I6IST2'TII6F
Dnder the leadership of .harti 3ellular 9td 'irtel pro"ed themsel"es as an ell-organi)ed 5
administrati"e company.
.2'67 6'$#F
'irtel as a !rand is the synonym of success. It is the largest pri"ate limited organi)ation of
India.
Weakness
9ack If 3o-Irdination .eteen 7eptt.
9ack of 3hoice of *ood Pre-paid num!ers like UU@@ num!ers like others pro"iding.
Opportunity
fa"oura!le T'22IKSF 6ely issued tariffs are suita!le for 'irtel so they can easily modify
their tariff plans according to it and gain customer attraction.
Threats
tough 3I$P#TITII6F 'irtel has to face a tough competition ith e%isting market leaders
like 2eliance &2eliance is pro"iding Kree Iutgoing also( Gutch, Idea, 7olphin and Trump.
- ?L -
FINDINGS
'irtel KSI
KSI - Kull Ser"ice Iutlet
.asically for pro"iding customer ser"ices in terms of their 4ueries to !uild good relation ith
customers to reach a point of customer satisfaction. .uilding good customer relation does not
only help in e%panding sales !ut also helps in knoing the customer !etter and knoing the
customer further leads to acknoledgement of tastes 5 preferences of the customer.
Ine of the "arious ays to reach the customer is through franchisee. It helps the customer to
!e in touch ith a particular !usiness. The franchisee should !e at many places to !uild a
strong relation ith all segments of customer. It must also ha"e many customer e%ecuti"es so
that there are enough people to attend all customers and time can !e sa"ed. It leads to instant
help to the consumer to !e happy and satisfied and the sole purpose of marketing :3ustomer
Satisfaction is achie"ed.
OUTLOOK OF THE FRANCHISEE F
The franchisee as ha"ing transparent glasses outside so that any!ody can look in that its
open from outside from inside the franchisee as !eautifully furnished ith furniture. $ost
of the things there as of 2ed, !lack and hite colour hich are colours of 'irtel. The
franchisee as centrally air-conditioned and ha"e all the necessary things hich customer
needs like sufficient num!er of seats, drinking ater etc.
- =H -
INTERACTING WITH THE CUSTOMER'S
'll the customer;s ere treated ell, hen they enters the franchisee the e%ecuti"es greets
them. 'll the e%ecuti"es there listens the customer 4uery "ery patiently and try there le"el
!est to sol"e it they send the customer to the floor manager.
For eg.:
Kor the ne connection - The e%ecuti"es first listening to the customer patiently &his needs
and preferences( than tell them postpaid and prepaid connection plans hich most suited to
the customer and helps them to choose the !est for them, on the !asis of their !udget, for
hat purpose they are !uying, ho often he ill use it etc.
SERVICES PROVIDED BY Franchisee:
6e Postpaid and prepaid connection
6e SI$ issue
7uplicate SI$ issue.
3oupons and #asy recharge &Ealue(
.ill deposit &In cash and che4ue(
Sol"ing 3ustomer 4ueries
$igration of prepaid connection to postpaid connection and "ice "ersa
6ame and 'ddress change of postpaid connection
'cti"ation of 2oaming and ST7
.ill details
3hanging of plans
- =1 -
7isconnection of plan
$o!ile pro!lems
Jueries regarding !road!and, *P2S
Jueries regarding 9and line phone
OBSERVATION:
The e%ecuti"es there ere not fully aare of all plans. Kor eg. the e%ecuti"es as not aare
that 2s. 2,HHH prepaid 3onnection in hich the customer;s get to years incoming "alidity
as still going on, he come to kno a!out it hen the customer said that he got a message
from 'irtel today a!out this plan.
3ustomer;s of ne connection ere "ery unhappy that there connection ill !e acti"ated after
a eak.
3ustomer;s ere not satisfied ith the 'irtel ser"ices.
3ustomer care num!er doesn;t connects easily, it takes a lot of time to connect some-times a
day to speak ith e%ecuti"e.
$any fraud cases ere coming.
$ost of the people are opting for postpaid connection instead of prepaid connection postpaid
and prepaid connection plans hich most suited to the customer and helps them to choose the
!est for them, on the !asis of their !udget, for hat purpose they are !uying, ho often he
ill use it etc.
$ost of the people ere opting for 2s. 13LL ad"ance rental plan of 2 years.
$any customers ere demanding for corporate connection !ut the e%ecuti"es said that
indi"idual connection of corporate is not possi!le, they should !e atleast fi"e connections.
- =2 -
People ere "ery happy ith add-on scheme of postpaid and also opting for it.
The franchisee sells ? to L postpaid and 3 to < prepaid connection daily.
$any customer;s ere coming for making adjustment in their !ill plan or amount.
$any customer;s ere coming ith the pro!lem that the plan they are assigned as not opted
!y them.
2adio-connecti"ity of their system as getting "ery slo again and again !y hich the
customer;s ere getting irritated.
The customer;s ho need prepaid connection ere getting less preference in comparison to
the customer;s ho need postpaid connection.
The customers ere "ery happy ith 'irtel scheme in hich the customer can make the
payment through !ank automatically e"ery month !y filling #32 form.
SUGGESTIONS:
There should !e more customer care num!ers and e%ecuti"es so that the pro!lems of the
customers can !e sol"ed 4uickly.
They should ha"e more space for payment.
The e%ecuti"es there should !e gi"en training time to time a!out ne schemes and plans.
6o phone calls should !e attended hile entertaining the customer.
#"ery e%ecuti"es should kno his responsi!ility and ork.
- =3 -
RECOMMENDATION
The company should go ahead ith aggressi"e marketing. They should light competition on
1. 'areness le"el.
2. Pricing strategy.
Thus, the recommendations fir these are as follosF
1. AWARENESS
&a( The company should sponsor local programs.
&!( The company should arrange !riefing sessions at prominent clu!s such as 9II6S
39D. and 2IT'2@ 39D.S etc.
&c( The company should organi)e aareness 4ui))es through 6espapers, $aga)ines 5
announce suita!le reards accordingly.
&d( The company should distri!ute, l eaflets of 'I2T#9
3ellular in posh colonies of 7#9GI.
2. P2I3I6* ST2'T#*@
&a( The company should look the strategies of the competiti"e companies.
&!( The company should try its le"el !est to keep the price lo as compare to competitors.
&c( The schemes should !e updated as per the needs and occasions
- =0 -
SUGGESSTIONS
&a( 's the company ha"e captured the estern market they should retain the
customers
&!( Try to capture the nearest other markets near!y
&c( Iccasional offers
&d( Proper !illings to the post paid users
&e( Proper response to the customers on the helpline no. Ir toll free nos.
&f( 2oaming deposits should !e reduced
FURTHER SUGGESTIONS
$'T3G 3I$P#TITI2S S3G#$#S.
3I$$D6I3'T# TG# S3G#$#S TI Kos. '67 2#T'I9#2S 7'I9@.
.#TT#2 6D$.#2S I6 P2# / P'I7 'S 3DSTI$#2 2#JDI2#S 3GII3#.
#6G'63# TG# S#2EI3# I6 '2#'S >ITG >#'M 6#T>I2M.
3II27I6'TII6 .#T>##6 7#P'2T$#6TS $DST .# I$P2IE#7.
- =< -
CONCLUSION
Good services is the way to retain the clients
'I2T#9 3I66#3TII6S '2# S#99I6* .#3'DS# IK .#ST
6#T>I2M 3IE#2'*#.
*II7 2#9'TII6SGIP IK KIS. 5 2#'TI9#2 IS .#I6* G#9PKD9 I6
S#99I6*.
9'2*# $'2M#T 3IE#2'*#, #'S@ 'E'I9'.I9IT@ IK 3IDPI6S.
3DSTI$#2 3'2# 6D$.#2 7I#S 6IT 3I66#3TS #'SI9@ '67
#U#3DTIE#S TG#2# >#2# '9SI 6IT '>'2# IK TG# S3G#$#S.
- =C -
CHAPTER5
- =? -
QUESTIONNAIRE
SURVEY OF AIRTEL
Dear Sir/Madam,
>e are thankful to you for patroni)ing 'I2T#9. >e hope that you are satisfied
ith the product and 4uality of the ser"ices offered !y the 'irtel. 's there is alays scope for
impro"ement, e ould like to get your opinion in these areas.
I ould, therefore, re4uest you to kindly assist us in our efforts !y sparing a little
time to gi"e us your "alua!le feed!ack and suggestions in the feed!ack form !elo. Please
do not hesitate to inform us of any o!ser"ation that you think may !e rele"ant. >e assure you
that e ould try to come up to your e%pectations.

Name:
................................
Sex :....... Age:....
Occupation: ..
.................................
Address:
................................
................................
Contact Number: +91989.......
1. >GI3G P2I7D3TS IK 'I2T#9 TG#@ >#2# S#99I6* '67 >GI3G
6ITQ
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
- == -
2. >G@ >#2# TG#@ 6IT S#99I6* TG'T P'2TI3D9'2 P2I7D3T.
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VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
3. >G'T '2# TG# 7IKKI3D9TI#S K'3#7 7D2I6* S#99I6* TG#
P2I7D3TS.
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
0. >G'T IS TG# 9#E#9 IK STI3M $'I6T'I6#7 .@ TG#$.
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
<. TG#I2 K##7.'3M I6 3I$P'2ISI6 >ITG TG# 3I$P#TITI2S.
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV
BIBLIOGRAPHY
- =L -
BOOKS
$arketing $anagement !y Philip Motler Lth #dition
2esearch $ethods for management !y 7r. S. Shajahan 2nd #dition
Principal 5 Practice of $anagement !y 9.$. Prasad, 0th #dition.
REFRENCES
'I2T#91s reports
.ooks 5 maga)ine on mo!ile communication
WEBSITES & SEARCH ENGINE
.airtelorld.com
.!hartitele"entures.com
.researchandmarket.com
.info-shop.com
.smartmo!s.com
.yahoosearch.com
- LH -