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AN INDUSTRIAL TRAINING REPORT ON

Prepared by Roll No. Academic Year Class

:-

vala sanjay c.

: - 30 : - 2007-08 : - T.y.b.b.a.

-: Topic :Consumer Research -: Guided by : Prof.Parul gangani -: Collage :Geetanjali college of computer science & commerce. Rajkot -: Submitted To : Saurashtra University, Rajkot.

DECLARATION
I undersigned Vala sanjay c, a student of T.Y.B.B.A. hereby declare that the project work presented in this project report is my own work and has been carried out under the supervision of Prof. Parul Gangani of Geetanjali college of computer science & commerce, Rajkot This work has not been previously submitted to any other University for any examination. Date: Place: Rajkot --------------------------(Vala sanjay c.)

ACKNOWLEDGEMENT
"Everybody lives and acts partly according to his own, partly according to other people's ideas"." - Leo Tolstoy The project report carried out by me would not have been successful without the combined efforts of all my teachers and well-wishers. I am especially thankful to Mr. Prabhat Pani, Chief Executive Officer - Gujarat, Bharti Cellular Limited and all the employees of AIRTEL, Rajkot for their willing co-operation. I would particularly like to express my deep sense of gratitude to the director jani sir and Trupti madam for the never-ending support he provides to the students. I am also thankful to my project guide Prof.Parul Gangani for the constant guidance and motivation I received from her. Lastly, I would like to acknowledge my family members and friends, as without their blessings and co-operation this project work would have been a dream.

--------------------------( vala sanjay C.)


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PREFACE
Life is a series of experience, each one of which makes us bigger - Henry Ford The practical training has enriched my student life as a B.B.A. student. A BBA study is a bridge between the world of business education and management and the world of practice. This helps the student to move over to the professional life with facility. "Learning is born out of experience and observation'. Learning is most effective when put into practice. The management students can perform better in an organization because of their familiarity with various techniques of management, compared to those who merely obtain theoretical knowledge. The practical training is an essential feature of business studies. The current rapidly changing businesses demand for dynamic youths and personnel. During the academic year 2007-2008, I have undergone marketing research training at Airtel, Rajkot. This training has helped me to accomplish my dream of working with a multinational business unit. It is a matter of pride for me to explain this project work where in I have put my sincerest efforts.

Contents
Sr. 1 2 3 4 5 6 7 8 9 Particulars General Information Service Marketing Survey on Consumer Satisfaction Limitations of Study Future plan SWOT Analysis Conclusion Suggestions Bibliography Page No. 7 17 48 52 54 55 59 60 62

GENERAL INFORMATION

General Information
Sr. 1. 2. 3. 4. 5. 3. 4. 6. Particulars Bharti Televentures History Airtel in Gujrat Airtel to revolutionize the mobile Airtel services Awards Vision and Mission Privacy Policy Page No. 8 10 11 12 13 16 17 18

Bharti Televentures
Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on an aggregate of approximately 1,932,000 customers comprising of mobile, fixed-line and Internet customers, as of June 30, 2002. Of these, 1,607,000 are mobile customers. The company also provides VSAT, Internet and broadband network solutions. In addition, it offers national long distance services by providing data transmission services and voice transmission services. Bharti Tele-Ventures plans to widen its range of telecommunication services by providing international bandwidth access and international voice services. The company seeks to capitalize on the growth opportunities that it believes are available in the Indian telecommunications market and consolidate its position to be an integrated telecommunications service provider in key markets in India, with a focus on providing mobile services. Bharti Tele-Ventures is a holding company and its operations are segmented into four divisions, operated by wholly owned subsidiaries: Mobile - Bharti Cellular, Access - Bharti Telenet, Long Distance - Bharti Telesonic, Broadband Solutions Bharti Broadband Networks.

The Company today offers mobile services in Fifteen out of 22 circles in India. As of June 30, 2002, approximately 93% of India's total number of mobile subscribers resided in BTVL's existing and proposed mobile circles, according to COAI reports.

Bharti Tele-Ventures was the first private sector operator to provide fixed-line services in India when it commenced providing services in the Madhya Pradesh & Chattisgarh circle in June 1998. BTVL recently launched its fixed-line services in the license areas of Haryana, Delhi, Tamil Nadu and Karnataka and thus became the first private sector service provider to provide fixed-line services in all its remaining licensed areas. Bharti Tele-Ventures has always believed in creating strong partnerships with its joint venture partners. Today, Singtel and War burg Pincus are its leading partners. The other partners include leading international financial investors such as International Finance Corporation, Asian Infrastructure Fund Group and New York Life Insurance.

History
Airtel .. A vibrant new World of unlimited opportunities, where "Air' symbolized a word of unlimited freedom to think . to dream & to achieve, where "Tel' connotes new innovative yet simple ways to communicate spontaneously, not just through words but through ideas, emotions and feelings. Together they represent a sensitive contemporary confident symbol for those who believe in true leadership. Airtel comes to you from Bharti Cellular Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); War burg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. 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.
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Airtel in Gujarat
Ahmedabad, August 5, 2002: Bharti Cellular Limited, a subsidiary of Bharti Tele-Ventures, India's leading telecom conglomerate, today announced the launch of Airtel mobile services in Gujarat.

Speaking on the occasion Mr Sunil Bharti Mittal, Chairman and Group Managing Director, Bharti Enterprises said "It is my proud privilege to bring Airtel to Gujarat. Today we bring to Gujarat a world-class network and a slew of unique benefits for the first time in India that only a true pan-India mobile player can offer."

Mr Sanjay Kapoor, Executive Director, Bharti Cellular Limited said, "Airtel's entry in Gujarat is a defining event which brings to our customers a bouquet of unique benefits. We are sure our service offerings will further stimulate growth and enhance the quality standards of mobile services in Gujarat."

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Airtel To Revolutionize The Mobile Category


Mr Prabhat Pani, Chief Executive Officer - Gujarat, Bharti Cellular Limited, said, "Airtel is set to redefine the existing benchmarks of the mobile category in Gujarat. We will bring to Gujarat customers the same unmatched network quality and outstanding value that has made Airtel the preferred choice of lakhs of customers across the country."

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Airtel services

Experience total cost control, no rentals and easy billing with our postpaid and prepaid services. Explore the world with our roaming services and get absolutely cool offers with Airtel Live!

Airtel welcomes you to the world of telephony services for your home. Experience a world class service and cutting edge technology with Airtel landline and our feature rich Wireless fixed line. Whats more, calling is made more fun & convenient with services and entertainment on Airtel.

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Airtel Broadband Services, India's most preferred high-speed Internet service, redefines your Internet experience. It is fast, fun, convenient and cost effective.

BlackBerry from Airtel is an 'always connected' wireless solution providing easy and secure access to your email and data.

Want to access information on your mobile? Airtel brings you Email on the go. You can choose from BlackBerry and Windows Mobile 5.0 depending upon the usage patterns, requirement and suitability.

Our calling card services connect you to the world from India and allow a better way to call back India.

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With Airtels Wireless Internet, you have the freedom to access the Internet anytime, anywhere across India. It enables Internet, Email, and Office applications with real-timesecure VPN access to corporate applications whilst on the move.

Roaming services

Use your Airtel phone to make or receive calls from almost anywhere in India. So no matter how far you go, you'll always be just a call away.

Stay connected with your friends & family no matter where you are, with an ever-increasing number of roaming destinations around the world.

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Awards
Consecutively for four years 1997, 1998, 1999 and 2000, Airtel has been voted as the Best Cellular Service in the country and won the coveted Techies award.

The Asia Pacific Award for the Most Innovative HR practices-2000 The Golden Peacock National Training Award for excellence in Training practices-2000 The Golden Peacock National Quality Award-2001.

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

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

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Privacy Policy
Airtel values the privacy of information pertaining to its associates. We do not use or disclose information about your individual visits to our portal or information that you may give us, such as your name, address, email address or telephone number, to any outside sources.

We will not use information about you without your permission and will provide the means for you to manage and control the information that you have provided. We will enable you to communicate your privacy concerns to us and that we will respond to them appropriately. We do not disclose any personal information to advertisers and for other marketing and promotional purposes that could be used to personally identify you, such as your password, credit card number and bank account number. The credit card transaction information is protected by the industry standard Secure Socket Layer (SSL).

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SERVICE MARKETING

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Service Marketing
Sr. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 17. 18. 16. Particulars Service marketing mix Product V/s. Service marketing Nature & role of service marketing Marketing yesterday & today Views on yesterday & today's marketing Marketing yesterday & today in chart Change in philosophy of marketing Airtel's most advanced network Brand ambassador Airtel Rajkot Zone Airtel prepaid plans Airtel prepaid services What`s new Airtel live Airtel calling cards Coverage Distribution channel Questionnaires Page No. 21 22 23 24 25 27 30 31 35 36 37 38 46 47 48 51 53 55

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Service Marketing Mix


The difference between marketing goods and marketing services becomes more noticeable at the tactical level. This occurs primarily because as marketing moves towards tactical level. This occurs primarily because as marketing moves towards tactical issues then it also moves closer to, and, must be more tailored to the distinguishing features of specific products and markets. In the context of the marketing mix, this suggests that in the case of services, the composition of that mix and the management of its elements can be quite distinctive. Thus, we find that the applicability of the traditional 4 P's in the case of service marketing has been extensively questioned. The service marketing mix should include a fifth "P' namely "people' to acknowledge the important role played by individuals in the provision of services. This additional element incorporates not just personnel involved in direct communication with customers; it also includes operational personnel and the customer group. Therefore, the five P's of service marketing mix are "Product, Price, Promotion, Place & People'.

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Product V/s. Service Marketing


In manufacturing, the marketing function plays an important role in the identification of customers need. Here customer needs are identified and product development before the production. Production precedes demand stimulation, which precedes consumption. The postproduction refer include creating brand awareness, including brand trial, demonstrating brand benefits and building brand preference. Customers assess the brands promised benefits during consumption, strengthening or weakening brand preference accordingly.

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Nature & Role of Service Marketing


Although both services marketing and goods marketing start with the critical need identification and product design functions, goods generally are produced before it is sold and services generally are sold before it is produced. Moreover, service marketing has more limited influence on customers before the purchase than goods marketing. Normally, the customers must experience the intangible service to really know it. Intangibility makes more difficult for customers to imagine and desire than goods. Customer's perception of risk tends to be high for services because services cannot be touched, smelled, tasted or tried before purchase.

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Marketing Yesterday & Today


The word marketing was spelled out in a different sense few years back. Then, it was understood as restricted to mere selling of goods and services. The motive of the profit-oriented firms was to earn profit through higher sales volume for which aggressive selling techniques were essential. It was the sellers market where in goods were sold with least regard to its quality, value, etc. But today, the definition of marketing has been changed. The marketing activities of an organisation start before the product is produced and continues ever after the product is sold. In the buyers market of recent times the sharpest weapon that a company can develop in a globalised marketing place is the value creation and delivery. The product and demanding customer of today brings before corporates a critical fact, when the customer is jury, it is the value generation for the customer that will separate the victor from the vanquished. The value of customer service cascades all over the company. The aim of customer focus is not just satisfaction but delight. "Satisfaction suffice but delight dazzles' Therefore, the modern marketing concept aims at delighting the customer by meeting his requirements and therefore earns profit and fulfills the social responsibilities.

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Views on Yesterday & Today's Marketing


Traditional Views
Definitions "Marketing comprises both buying and selling activities." Pyle. "It is an economic process by means of which goods and services are exchanged and their values determined in terms of money price." Edward David.

We can conclude that: (1) The traditional concept lays emphasis on the production or sale and purchase of goods and services. (2) Almost all the authorities belonging to the group have neglected a key ingredient like after sales service. (3) The traditional thoughts are "Product-Oriented" (4) None of the traditional experts have given any importance to the social responsibility or accounting. (5) They have confined the functional areas of marketing only to the limit of transfer of goods and services or exchange of ownership.

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Modern Views
Definitions "Marketing is the creation and delivery of a standard of living." Malcom Mcnair & Paul "Marketing is the process of discovering and translating consumer needs and wants into product and services specification, creating demand for the product and services and then in turn expanding their demand." Hansen

We conclude that: (1) Marketing is a means to make profitable sale. (2) It is medium to satisfy consumer needs. (3) It is a chain of processes backed by creative thinking. (4) Everything the business does is marketing. (5) Marketing is the creation and delivery of standard of living. (6) Marketing is a response to consumer demand. (7) Marketing is a set of human activities.

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Marketing Yesterday & Today marketing in chart


equal function

Personnel Marketing Promotion

Finance

Marketing as an important function

Marketing Personnel

Finance Promotion

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Marketing as a major function

Personnel

Finance

Marketing

Promotion

Customer as the controlling function & marketing as the intelligence function

Personnel Marketing

Finance

Customer

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Customer as a controlling function


Personnel Finance

Customer

Marketing

Promotion

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Change in philosophy of marketing


Particulars Era Focus Mean Ends Old Philosophy Pre 1960 Product Hard Selling Profits New Philosophy 1960 - 1990 Customer Integrated Marketing Mix Value Recognized as an important function Strategic Philosophy Post 1990 Way of doing business Knowledge and Experience Mutually beneficial relationships Everything

Marketing

Selling

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Airtel's Most Advanced Network

Airtel, which will be operating on 1800 MHz with over 220 cell sites, will bring to Gujarat an unmatched network quality. The network is riding on the state-of-theart Mobile Switching Centre from Siemens and Radio network from Motorola, and an Intelligent Network platform from Siemens. The Mobile Switching Centre has a superior processor to handle calls, reduce network congestion, enable better call completion rate and increase efficiency. The network is equipped with "Enhanced Full Rate" capabilities to provide distinctively superior voice quality to all its customers. Airtels Intelligent Network will bring to Gujarat a superior Pre-paid product along with a host of value-added services.

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Introduces never-before benefits for the first time in India that leverage Bhartis national footprint
Customers can now carry their Gujarat rate plan and roam without paying roaming charges on all Airtel networks across the country (the standard STD charges would continue to be applicable). This service will be available in all Airtel networks except Chennai, Kolkata, Andhra Pradesh and Karnataka where it will be rolled out shortly. Airtel now makes all incoming calls from any mobile across the country absolutely free for one month and thereafter for a fixed monthly rental (provided customers are on their home network in Gujarat when they receive them). Airtel makes keeping in touch with friends and family effortless by giving free airtime on all outgoing calls on 1 international, 1 national & 1 local number of choice without any monthly charge (only PSTN / STD / ISD charges would be applicable).

Outstanding Value to Customers

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Airtel brings to the customers of Gujarat a unique plan - Airtel Dream where the airtime rate keeps reducing with increasing usage. Moreover, the customer does not have to commit airtime in advance to avail this benefit. Airtel also introduces two plans meant for high-end users: Airtel Delight Plan - where customers can get all incoming calls free for a flat monthly charge and Airtel Paradise Plan - whereby customers can talk as much as they want with free airtime on both incoming and outgoing calls for a flat monthly charge. Airtel gives to all its post-paid subscribers in Gujarat 32K SIM, a card with larger memory that allows storage of 250 telephone numbers in the phone book and 30 messages in the inbox. It offers a menu-driven browser that lets customers use SMS-based applications without needing to remember complicated keywords. Airtel offers simple and convenient access to information and shopping through its Shopping Junction and Info Junction service. Customers can:

Enhanced Customer Care through 45 Airtel exclusive one stop mobile shops

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Airtel brings to Gujarat 45 Airtel exclusive one stop mobile shops. Here, customers can avail of all the services including purchase a mobile phone, get a new connection, subscribe to value-added services, pay bills and resolve any other queries. Airtel offers 24-hours Customer care through its Customer Care Call centre, front-ended by a robust Per phonics IVR, which allows customers to solve over 50% of their queries themselves without having to wait for manual assistance. Airtel is supported by state-of-the-art technology. The Oracle e CRM provides a uniform & consistent experience to the customers irrespective of the interface (Voice, fax, e-mail, SMS, face-to-face) they choose. Kenan, one of the top billing systems in the world, gives the assurance of bills that are accurate and easy to understand.

Brand Ambassadors
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Shahrukh Khan and sachin tendulkar will be the voice and face of "Airtel Magic". sachin brings in fresh, youthful energy while Shahrukh brings leadership and experience. Together they promise to mirror the energy, optimism, hopes and achievements of 600 million people across 16 states with one mobile service.

Rajkot Zone
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Sr.N o
1

Name
Aastha Cellular Services

Address
Shop No.4,Shaligram Complex, Opp. Deevanpara Police Station, Near Rajashree Cinema, Rajkot. Ph: 0281 223232 Shop No.3 & 4, Dhan Rajni Complex, Yagnik Road, Rajkot. Ph: 0281 - 462561 Vibhag -B , Shop No.8, Shree Panchnath Complex,Opp.St.Mary's School,Kalawad Road, Rajkot. Ph: 0281 - 586360 Shop No 4/5 "SHILP" Ground floor, Indira Gandih Marg, Jamnagar. Ph: 0288 - 533400 C/o Uno Chemist , Summair Club Road, Jamnagar. Ph: 0288 - 552705 / 661187 Shop No.5 ,Uganda Road, Near Vishva Hospital, Porbandar. Ph: 0286 - 253330 / 253351 Shilpam Building , Opp.Sagar Restaurant , Kalwa Chowk , Jayshree Road , Junagarh. Shop No 2, Satya Darshan Complex, Near Ambe Matas Temple, Hospital Road, Bhuj - Ph. 02832 - 50234 / 50334 C. V. Chamber, M. G. Road, Tanki Chowk , Surendranagar - Ph 02752 23875 / 37813 Shop No. 3 City Centre, Ground Floor,Kananala , Bhavnagar - Ph 0278 517150 / 411590

2 3

Genius enterprises Sanjayraj Traders Pvt.Ltd Tushar Cellular Services Uno Cellular Raj Trade Links Modern Cellular Pragati Tel

4 5 6 7 8

9 10

JC & Co Vijay Enterprises

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AIRTEL PREPAID PLAN

Pulse Rate Price of Pack (Rs.) Free Airtime on Pack (Rs.) Incoming Calls (Rs.)

60 sec Rs.2008 Worth Rs.2008 Nil Airtel GSM / CDMA (10 Digit) Re.1 Rs. 2.65 Landline / WLL Re.1 Rs. 2.65

LOCAL RATES (Rs./min) Re.1 STD RATES (Rs./min) ISD (Rs./min) USA, Canada, Europe (Fixed Line), Australia, Singapore, Hong Kong, Thailand, Malaysia, Indonesia, New Zealand. Rs.6.40 Rs. 2.65

Gulf, Europe (Mobile), Rs.9.20 SAARC countries, Africa & Rest of the world

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AIRTEL PREPAID SERVICES

Call Management Services


Call Conferencing
With Airtel call conferencing, you can teleconference with 6 people simultaneously! You can also have the liberty of setting up a conference even when the other five individuals are using a landline, making it ideal for organizing events or discussing business.

How to make use of this facility?


Dial the number to make the first call. Put the existing line on hold. Dial the next number to make the next call. Then choose 'Conference' Option to get everybody talking together. Repeat the same procedure to get the 4th and 5th person into conference. If someone wants to opt out of the conversation, he / she can simply disconnect the call.

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Call Wait
You can receive and hold an incoming call when you are already talking to another person and the caller at the same time is notified that you are busy on another call. You have the option to receive the new call by

Call Hold
Handle more than one call at a time, with Call hold. You have the option to make a new call by putting the first call on hold, or switch between two calls, if you are already connected to a call.

Voice Mail
In a meeting? With Airtel voice mail you will never have to worry about missing a call. You can divert your calls to voice mail from call settings. Voicemail will take a message for you, and play it back to you when,

Missed Call Alert


A missed call alert is a SMS that you will receive for all the calls that you missed. The SMS will detail the CLI and the time when the call was made.

Subscription Services
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With Airtel's Subscription Services, you can subscribe for cool alerts at the click of a button! What's better is that you can receive updates automatically on your Airtel phone without the need of initiating a request everyday.

Daily News Alerts


With Airtel News Alerts, be in touch with the latest happenings around the world, all the time. Get two news bulletins sent to your Airtel phone, courtesy AajTak, the 24-hour news channel from India Today Group. To subscribe to the News Alerts, send SUB NEWS to 53333.

Daily Astrology Alert


Your future lies in your Airtel phone. Literally! Get daily forecasts of each sun sign from renowned astrologer, Ma Prem Usha. To subscribe to the Astrology Alerts, send SUB followed by first 3 letters of the zodiac sign to 53333.

Daily Business News


Now, for the latest buzz on the business scenario, you never have to look very much further than the palm of your hand. Airtel brings you the daily business news and stock alerts, courtesy, Business Today, the leading publication on business news & stories. To subscribe to the Business News alerts, send SUB BIZ to 53333

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Daily Health Tips


Begin your fitness regime with Airtel. Get tips from well-known dietician Shikha Sharma and by India's leading heart surgeon Dr. Naresh Trehan on beauty, skin care, health, eating right and much more. To subscribe to the Health Tip alerts, send SUB HEAL to 53333.

Daily

Filmi Gossip
Want the latest khabar on Lara, Salman, Cameron and Toby? You can tune into Airtel's Filmi Gossip, with the latest buzz about your favourite Hollywood and Bollywood stars. To subscribe to the Filmi gossip alerts, send SUB FILMI to 53333.

Vaastu Alerts
Get daily Vaastu tips on the best directions, regarding plots, home renovations, buying homes; doing up your house etc. at 8:15 PM. Daily alerts will be of 2 messages. To subscribe to the Vaastu alerts, send SUB VAASTU to 53333.

Daily Love Tip


This season say it with love and express yourself with Airtel Love Tips. Cute lovable messages, which will touch your heart. Get a daily Love tip at 7: 30 PM. To subscribe to the Daily Love alerts, send SUB LOVE to 53333.

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Price per month: Rs. 30


If you change your mind, you can unsubscribe at any point of time. You can also resume the alerts thereafter. Please call our customer care representatives on 121 for the details.

Mail, Messaging & More


the following services are available for the mail and massages and more. Text Messaging SMS Directory Language SMS Multimedia Messaging Service ( MMS ) Corporate Group Messaging Voice SMS Airtel Messenger

massages
Text Messaging is automatically available to all prepaid & postpaid customers with a compatible phone. Some of its attractive features are: It is ideal for times when you don't want to disturb someone. You can send messages quickly and easily. You can even add a picture if your phone allows. . You can send text messages from India to other countries, even while you're abroad. Predictive text, if your phone has it, is a great way to save time when you're writing longer messages.

charges
As an Airtel Subscriber
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New VSMS Message will be charged 0.75p. One VSMS message pulse will be of 30 seconds duration. Retrieval - All first time retrievals (dial *0*) are free to the subscriber, subsequent retrievals ( *1*) are charged at 0.75p/retrieval. Airtel may decide to charge second and subsequent retrievals at call rates decided later (proposed at a flat 1 re/min browsing charge on PCN). Replies - while listening to messages is free, replies are again event based and the subscriber is charged 0.75p per message.

Non-Airtel Subscriber
New VSMS Message - off-net subscribers cannot originate fresh VSMS messages. Retrieval - All retrievals are chargeable at normal call rates payable to the subscriber's service provider. Replies - There is no charge applicable for replies, the off-net subscriber is paying normal call charges applicable per minute to his CSP.

Picture massages
Charges
Rs.5 / message

Airtel Messenger
Welcome to Airtel Messenger the ultimate chatting tool on your mobile! Now get up, close and personal with your PC or Mobile friends anytime, anywhere. Search and make new friends with your kind of people from across the world. No more emailing just start chatting instantly with all your Yahoo, MSN, ICQ friends! That's not all, u can also invite people to join any of the 15 chatrooms and chat to your hearts content. Well now you can do all this on your mobile phone - with Airtel Messenger.
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Getting Started
Choose the way you want to access Airtel Messenger. Access via SMS: Access Airtel Msgr via SMS on your mobile phone. Access via Phone Menu: Access Airtel Msgr on your 32K SIM. Access via PC: Access Airtel Msgr via your PC or Laptop.

Access via SMS


Get up, close and personal with your friends no matter where you are. Chat anytime, anywhere with friends on mobile or PC. Search and make new friends with your kind of people from across the world in real time via your mobile phone. Chat instantly to your hearts content with your Yahoo, MSN, ICQ friends or choose from over 15 chatrooms and be whoever you want to be.

MAIL
GET STARTED NOW! SMS GO to 400 Search2chat:

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Search for new friends based on age, gender and location. SMS S <space> age <space> gende r <space> location to 400 e.g.: S 24 f PVR

Connect2Yahoo, MSN & ICQ Chat with friends on Yahoo, MSN, ICQ Messenger services For Yahoo: SMS Y <space> Yahoo Id <space> Yahoo Password * to 400 e.g.: Y neo xyz12 For MSN: SMS M <space> Hotmail Id <space> MSN Password * to 400 e.g.: M neo@hotmail.com xyz1234 For ICQ: SMS I <space> ICQ No. <space> ICQ Password * to 400 e.g.: I 89374654 xyz234 *All Passwords are case sensitive Getin2Chatrooms: Chat rooms on SMS are an interesting rendezvous. Get to meet like-minded people and chat your heart out Get the list of chat rooms: SMS ROOMS to 400 Join a chatroom:
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SMS JOIN <space> chat room to 400 e.g.: JOIN Music Post a message to a Chat room: Type your message and Send it to the room number e.g.: Hi room! SMS it to 4009006

What's New

Easy Lifetime Prepaid

Home Delivery

Cricket Centre

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Super Lifetime

AIRTEL LIVE

TOP 5 RINGTONES

TOP 5 WALLPAPERS

TOP 5 ANIMATIONS

1. Bheegey Honth tere 2. Ek din teri raahon 3. To phir aao - lounge mix 4. Tu hi meri shab hai 5. Ya Ali

1. China Town 2. Lovely Aishwarya 3. Parineeta 4. Priyanka Chopra 5. Tanushree

1. Aishwarya & Abhishek 2. Love Moments 3. Mallika Sherawat 4. Naqaab 5. Tulip Joshi

Airtel live gives the facilities to down load online the ringtones, wallpapers, animations and download pictures and games all facilities is Download in cell phoes directly.

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AIRTEL CALLING CARDS

Great savings on calling anywhere in India or across the world.Even if your phone is not STD/ISD enabled, go ahead and talk to your loved ones.

Save precious foreign exchange and up to 94% over international roaming charges.

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Now call back India from USA at lowest cost of just 7.9c / min . Just visit

Making and Receiving Calls


To make a local call: Dial the city STD code and the landline phone number, e.g. 079 7544527 To call a local mobile phone number: Dial the 10 digit number you want, e.g. 98980 98980 To call a 3 digit number: Dial city STD code and the number you want, e.g. 079 197 To call an STD number: Dial the STD code and the landline number, e.g. 011 6521947 To call a mobile phone outside Gujarat: Dial 0 and the 10 digit mobile phone number, e.g. 098101 98101 To make an ISD call: Dial 00, the country code, the area code, the landline phone number, e.g. 0033856312345 To make an ISD call to another mobile phone: Dial 00, the country code, the desired number e.g. 00447860412172 Similarly an international caller wanting to call you will dial 0091 and your Airtel Magic number. To leave a message on a pager: Dial the local STD code and the pager number. eg 079 9624 203897

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SIM card
Your Airtel Magic SIM card brings your mobile phone to life and gives you your mobile number. Find your SIM card on the last page of the Users Guide.

PIN (Personal Identification Number)


Your PIN is a four-digit password that protects your SIM card against misuse. To key in your desired PIN number, refer to your mobile phone manual. Your existing PIN is 1234. We recommend that you personalize your PIN for maximum security.

PUK (PIN Unblocking Key)


If the PIN is entered incorrectly thrice in a row, your SIM card will get blocked, and your mobile phone will ask for the PUK. To get the PUK, please call our Customer Care at 98980 98980. Please enter the PUK carefully, as the wrong PUK entered 10 times can damage your SIM card permanently. You will then have to replace the SIM with a new one.

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coverage

Sl. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

CITIES Ahmedabad Mehsana Palanpur HimmatNagar Godhra Gandhinagar Kadi Kalol Chatral Mehmdabad Vadodra Anand Nadiad Godhra Jarod Halol Kalol Surat Valsad Vapi
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Sl. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

HIGHWAY SIGHT Narol Aslali Bareja Kheda Nadiad Gamdi Vasad Channi Por Karjan Palej Manj Rajpipala Kamrej Chowkdi Kadodara Changodar Bavla Super Gas Dump Bagodra Kanpara

21 22 23 24 25 26 27 28 29 30

Ankleshwar Navsari Bharuch Umargam Rajkot SurenderNagar Junagarh Amreli Dhari Gondal

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Limdi Vadod Village Sayola Deduki Chotila Bawanbhor Kuadwa Kukavav

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DISTRIBUTION CHANNEL

Company

Distributor

Dealer

RETAILER

CUSTOMER

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Consumer Survey On Customer Satisfaction & Comparative Study Of Other Family Entertainment Centers
Questionnaire
(1) Personal Biodata

Name: ______________________________________________________ _________ Address: ______________________________________________________ _____

______________________________________________________ ______ ______________________________________________________ ______ Phone: (R) _______________________ ________________________ E-mail: ______________________________________________________ ______ Age: _______________
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(O)

Sex:

Male

[ ]

Female

[ ]

(2)

Occupation:

Business Profession Service Any other

[ ] [ ] [ ] [ ]

Specify _____________________________

(3)

Income Group:

5000 to 10000 10000 to 20000 20000 to 30000 Above 30000

[ ] [ ] [ ] [ ]

(4)

Do you have mobile phone? Yes [ ] No [ ]

Which of the following service providers you prefer the most? Airtel Hutch Idea [ ] [ ] [ ]
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BSNL

[ ]

Are you a prepaid user or post-paid user? Prepaid [ ]

Post Paid [ ]

If you are a prepaid user please answer the following? How many recharge coupon you purchase per month? _____________________ Which scheme you use presently? _______________ Do you use value added service? Please __________________________________________ specify

Do you use roaming facility? Yes [ ] No [ ]

How many calls you receive & dial? Receive _________ Dial _________

Why you use mobile?


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Just for emergency Status symbol Normal use

[ ] [ ] [ ]

Are you satisfied with your service provider? Yes [ ] No [ ]

If No, specify __________________________________________________ If you get better services by other service providers, will you switch over to other service provider? Yes [ ] No [ ]

Give your suggestions to improve the service quality. ________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________

____________________ (Signature)

Thank you !!!


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Future Plans
Bharti Cellular Limited has only one future plan and that is to excel in its field and conquer the market. Today there are more then 5 crore cellular phone users and the people who use the land line are around 7crores. There is a huge gap to be bridged and the only and future term plan of Bharti Cellular Limited is to exceed the land line users. Secondly their long term plan is to be consistent in the policy adopted by them for the purpose of outright excellence in their field. The policy of quality coverage, subsistent rates and a genuine customer convenience and care are high in standards presently and Bhati Family feels that if these are the factors that are maintained at a consistent level then the company will be able to meet all its future plans and goals. Thus Bharti Cellular Limited has no plans in particular except to lead the market in the crucial times of Cellular wars, and out rightly exceed the usage of land lines by wireless cellular telephones and maintain their standard of quality coverage.

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LIMITATIONS OF STUDY
The survey done on Airtel has been conducted with maximum accuracy and effectiveness and tried to minimize the limitations of the survey method. But still the study suffers from certain limitations, which are as follows: Sample size of 50 units may not be sufficient to draw the accurate conclusion. Some important aspects affecting the consumer and preference of consumer in terms of features may not be covered on revealed in the questionnaire used. Personal bias of respondents and in analysis and interpretation may become a constraint in revealing the true price.

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SWOT ANALYSIS
S W O Strength Weaknesses Opportunities High market share brand image To attract all class of customer Good service will increase the no. of users Emerging Competition like Reliance, TATA, BSNL, Hutch, Orange, etc.

Threats

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DISTRIBUTION NETWORK: Bharti Cellular has a wide spread network and to completely cover such network, it has a predetermined channel which covers every nook and corner of the city so that all masses are covered. With distribution network and an equal capacity to canalize makes BhartiCellular strong in its own. LIVE WIRE PROFESSIONALS: For every job specification in Bharti Cellular Limited there is employed a live wire professional who is best suited to his position and responsibility when it comes to skill, talent, qualification and perfection. Having people with such zeal and enthusiasm, professionalism comes as strength. PROACTIVE CUSTOMER CARE: Not only Bharti Cellular Limited is strong from within but when its comes to external forces it proves its worth. Fabulous customer commonsense centers are established to take care of any issue that may come as a problem to the mass proactive customer care is one of the assets of the company while telecustomer care comes as an icing to the cake. TELECOM FOOTPRINTS: Bharti Cellular though establish recently has set its foot in major cellular markets, be its markets of masses or geographical markets. The important states of India all have Bharti Cellular footprints with them. This is strength indeed.

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CONCLUSION
Airtel has good reputation in the market. Objective of survey is to know the satisfaction of users. I have already discussed the objects in the survey. The organisation has good reputation in the market; however, it requires some efforts to maintain the reputation for the betterment of its future. However, now they are taking reasonable steps to improve its brand name and sales target. Lastly, I can say that Airtel has bright future for the coming years. And I hope this project report will help them taking right decision and fulfill their customer demands. Again, I am thanking to all who directly or indirectly helped me.

Wishing Airtel, the best success

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SUGGESTIONS
After making a survey in Rajkot on Airtel, I have come to some conclusive suggestions, which are necessary for the company. From my point of view to maintain and improve the market share of Airtel, my main points or suggestions are: During the survey, the major problem faced by the user is the "price' of particular service. So as far as possible they should maintain their price level less as per market price. Most of the customers of Rajkot don't know about the services provided by Airtel. So company should concentrate on this point and advertise so they attract customers.

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BIBLIOGRAPHY
Although it is said that only theoretical knowledge is not enough. For studying any topic, practical knowledge is must, hereby in this practical study, undergone without the base of theoretical knowledge, the understanding is incomplete. Hence, to make this report easily understandable and simple, I have taken references of certain books regarding marketing topics, retailing marketing, which are mentioned below. For the basic knowledge and concept clarity it was essential.

The references from which I gained information Sr. 1. 2. 3. Description Marketing Management Marketing Management www.airtelworld.com Author Philip Kotler Stanton Website

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