OBJECTIVES OF THE STUDY

To study the Customer Satisfaction levels among the users of Airtel prepaid mobile

services.
To study the Satisfaction levels of Airtel prepaid mobile customers with regard to the

services offered.
To suggest ways and means to improve the customer satisfaction levels.
RESEARCH METHODOLOGY

Research design

Descriptive in nature

Research Approach

Direct contact

Research Instrument

A Well Structured Questionnaire & Schedule

Population

Airtel prepaid mobile customers in Hyderabad

Sample size

100 Airtel prepaid mobile customers

Sample Procedure

Convenience sampling

Data sources

Primary and secondary data

Primary data

Collected through Questionnaire & Schedule

Secondary data

From the organization records & website, Magazines

Statistical tool

: Simple Percentage Method, Weighted average method

FINDINGS OF THE STUDY

100% respondents are Airtel prepaid mobile customers.

32% respondents are using Airtel from less than 6 months 48% respondents are using
from 6-12 months, 10% from 1-2 years, and 10% more than 2 years.

17% respondents opined that they have faced a problem at the time of connection and
activation, where as 83% of the respondents opined they did not face any problems.

16% of respondents prefer Airtel services due of brand image 25% as it is economical
21% as security and 38% as convenient.

25% of respondent s came to know about airtel products through electronic media
26% as print media 30% as road shows and 19% as hoarding

20% of the respondents are influenced to purchase airtel by advertisement 30% as

friends 21% as offers 15% as colleagues and 14% as others.

The respondents opined that they are satisfied with the call charges of Airtel with a
weighted mean of 3.32.

The respondents opined that they are satisfied with the of recharge cards of Airtel with
a weighted mean of 3.11.

The respondents opined that they are satisfied with the offer a recharge cards of Airtel
with a weighted mean of 3.39.

10 The respondents opined that they are satisfied with the coverage of airtel network
services of Airtel with a weighted mean of 3.29.
11 The respondents opined that they are satisfied with the quality of service being
provided Airtel with a weighted mean of 3.24.
12 The respondents opined that they are satisfied with the airtel executives towards the
customers complaints weighted mean 3.37.
13 The respondents opined that they are satisfied with stares are well mannered with a
weighted mean of 3.17.
14 The respondents opined that they are satisfied with the stores opened at the
convenient times with a weighted mean of 3.37.
15 28% of respondents opined that the pricing of airtel is expensive 30% as competitive
and 32% as normal and 10% as low.
16 58% of respondents have an idea to convert as postpaid customers of airtel and 42%
as no.
17 70% of respondents recommend this service to others and 30% as no.

SUGGESTIONS

AIRTEL may increase the coverage of it cellular services by installing more towers at
strategic points. So that the signal strength increases in indoors.

The quality of the cellular service needs to be improved in terms of clarity and
connectivity.

AIRTEL may aggressively promote its offerings in various media and should
concentrate on hoardings and road shows and electronic media.

Attractive schemes for owning the cellular instruments should be launched to attract
more customers.