My airtel project

ACKNOWLEDGEMENT

It is an occasion to offer my indebt ness to choose personalities whom sincere

cooperation and valuable guidance was received during the preparation of their project

report.

First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , our

project guide for putting me into a challenging project. And his sincere guidance and

inspiration in completing this project report.

. Finally we want to thank our friends also who helped me providing necessary

information related to our project.

Last but not least we would like to express our gratitude to our institute of

technology & sciences Ghaziabad.

PREFACE

The boom in Indian economy leads to the growth of Telecom Industry with the

significant expansion. As this project has been undertaken in Bharti Televentures Pvt.

Ltd. which is the strongest player in the market among the private players. In this project

researcher has experienced the customer satisfaction level of the existing customers of

airtel Landline and Broadband. Researcher also experienced about the consumer behavior

and the strategies of the company & sales to maintain the huge customer base.

Researcher has done a extensive market research about the problem and the factors

associated with it. On the basis of the observed data and the analysis certain

recommendations have been given for the future exploration of the organization.

TABLE OF CONTENTS
TOPIC PAGE

(1) INTRODUCTION 06-18
Company Profile 06
Vision Mission & Values 07
Business Area 08-09
Product & Services 10-11

Competitors in the market 13-15

Background of the problem 16
Rational of the Study 17
The Scope 18

(2) REVIEW OF LITERATURE 19-26
Customer Satisfaction 19
Tools for tracking & measuring Customer Satisfaction 20-23
Relationship marketing: The Success of BHARTI 23-26

(3) OBJECTIVE OF STUDY 27

(4) OBSERVATION, ANALYSIS & DISCUSSION 37-58
Data Observation 37-54
Analysis & Discussion 55-58

(5) CONCLUSION 59

(6) RECOMMENDATIONS 60

(7) BIBLIOGRAPHY 63

INTRODUCTION OF ORGANIZATION & THE
PROBLEM

BHARTI TELE-VENTURES LIMITED: The Company Profile

Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promoting

investments in telecommunication services. Its subsidiaries operate telecom services

across India. Bharti is India’s leading private sector telecommunications services

provider, with a customer base of approximately 17.53 million: 16.33 million mobile and

1.2 million fixed line customers.

Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structured

into two main strategic business groups - the Mobility Leaders business group and the

Infotel Leaders business group. The Mobility business group provides GSM mobile

services across India in 23 telecom circles, while the Infotel business group provides

broadband & telephone services, long distance services and enterprise services. All these

services are provided under the AirTel brand. The company is the only operator to

provide mobile services in all the 23 circles in India. The company also provides

telephone services and Internet access over DSL in 15 circles.

VISION

TO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHT
CUSTOMERS

MISSION

To meet global standards for telecom services that delight customers through:

 Customer service focus
 Empowered
 Innovative services
 Cost efficiency

VALUES

 Customer: Be responsive towards the needs of the customers.

 People: Trust and respect the employees.
 Learning: Continuously improve services –
innovatively & expeditiously.
 Community & Partners: Be transparent and sensitive in the dealing with all
stakeholders.

BUSINESS AREA

 Cellular Services: Bharti has been a pioneering name in the Indian Telecom

Industry. In Delhi itself Bharti launched first mobile service under the name of

AirTel. Today AirTel’s mobile footprint extends across the country in 21 Telecom

circles. Its service standards compare with very best in the world.

 Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line

service provider in India. It is now promoted under the Airtel brand. Recently, the

Government opened the fixed-line industry to unlimited competition. Airtel has

subsequently started providing fixed-line services in the six states ie- 5 circles of

NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu.

 Internet & Broad Band: AirTel Enterprise services bring comprehensive

suits of data technology. It provides DSL Services over optical fibers with

dedicated line. So it is 5 times faster than Analogue Connection. It is most

preferred high-speed internet service (over 2,50,000 subscriber nation wide).

 National long distance Service: To provide National Long Distance(NLD)

Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It

is also interconnected with all leading cellular operators, fixed line service

providers.

 International long distance Service: To provide this service across Asia Pacific

region it has laid i2i submarine cable network along 3,200 km and the landing

stations are Singapore and Chennai.

PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE &

BROAD BAND

(1) ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital access

technology that allows simultaneous, integrated voice and data capabilities over ordinary

telephone lines.

An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D

(Data) channel. It allocates all signaling and call control requirements to the D channel,

leaving the 30 B channels free for any mix of voice and circuit switched data.

ISDN BRI is suitable for both residential and commercial purpose, configured

with 2 bi-directional B channels and 1 D channel.

(2) BROADBAND: With the speed of 512 Kbps AirTel Broadband is

approximately 5 times faster than an analogue connection. Larger data application, faster

file transfer, streaming multimedia and heavy duty surfing every thing we can imagine is

now easily possible with this facility. Superior server technology and a dedicated port

provide total security to data, both stored and in transit. Bharti also provide round the

clock Customer Support.

(3) WiFi: Now we can access the Internet facility wirelessly with WiFi. We

can use net anywhere we need it, what only we have to do just login into corporate LAN

from any where in the premises. We don’t need to stick to our workstation for using the

Internet facility. There is no need to load DSL driver on PC or laptop, just connect the PC

or laptop to Ethernet port or over WiFi, and we can start surfing.

(4) Centrex: Airtel Centrex is also called a virtual EPABX for offices, at

various locations. Its intercom calling facility (between Centrex lines) lets us call our

colleagues in other branches for free. The Centrex is part of Airtel’s robust high-tech

switching system, which assures high reliability and security.

SOME OTHER SERVICES:

(1) Group Pulsing

(2) Roaming on Landline

(3) Voice Mail Service

(4) Hunting Service

(5) 3-Party Conferencing

(6) Audio Conference

(7) Remote Video Surveillance over the Internet

COMPETITORS IN THE MARKET
Now days in the market each and every company has to face a stiff competition

for its survival. AirTel, which is the strongest brand among the private service provider in

the Indian Telecom Industry, has been facing a tough competition by some other telecom

giants like MTNL, Reliance & Tata Indicom.

(1) MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL):

MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecom

services, expand the telecom network, and introduce new services and to raise revenue

for Telecom department in the key metros like Delhi & Mumbai. It has a strong financial

base, market share of 13% and customer base more than over 4.75 million lines.

Govt. of India currently hold 56.25 % stake n the company. Services provided by

the company:

(i) Basic Services: Plain old Telephone service through digitalized public

switched telephone network.

(ii) Garuda: Technically most advance and most affordable in Delhi. Call

rate – 40 paise/min & Rent – 200/- per month

(iii) ISDN: For voice, Data & Video.

(iv) Internet: PSTN & ISDN dialup Internet Access.

(v) Dolphin: GSM based cellular service

(vi) Answering machine Service, Leased Circuit & Trunk Service.

(2) RELIANCE INFOCOM:
Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H. Ambani (1932-2002), ranks among India’s top three

private sector business houses in terms of net worth. Reliance – ADA Group’s flagship

company, Reliance Communications, is India's largest private sector information and

Communications Company with over 20 million subscribers.

Services provide by the company:

(1) Reliance GSM services: Reliance Infocom has launched very old

GSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhi

etc.

(2) Reliance India Mobile:

PAN India network and town coverage.

• 80,000 kms of optic fiber backbone.

Wireless network covering over 2,400 cities/towns, to expand to over 5,700

cities AND 4,00,000 villages by December.

• 4,300 Base Transceiver Stations (BTSs) across the country, to increase to around

8,500 by December.

(3) Reliance Broadband:

A flexibility to choose the speed from the range of 100 kbps to 8000 mbps.

 Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524.

 Charging of net surfing is also available in per minute tariff.

TATA INDICOM:

Tata indicom is another main competitor of Airtel in the market due its strong presence of

it in the CDMA mobility, broadband and WLL fixed phone segment.

Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. Get

Tata Indicom Landline Phone services based on the state of the art Optical Fibre Cable-

based backbone. Enjoy greater voice clarity and say goodbye to excessive billing.

Tata Indicom Phone Connections Advantage
Superior voice clarity
Instant and hassle - free connections
Accurate billing
Secure and tamper – proof lines
Responsive and friendly service
24 x 7 friendly customer service

BACKGROUND OF THE PROBLEM

As we know that now a days there is enormous competition exist in each area of

market and the circumstances are similar also in the case of Telecom Industry. To face

this competition this is very essential for any of the organization to do a proper planning,

implementation and taking proper feedback about the process. By doing these things any

organization might be able to deliver better product, services or the combination of both.

“ To measure the customer satisfaction level of existing users of AirTel

The motive of undertaking such task was quite clear to the researcher.

Organization simply wanted to take proper feedback of their customers. They wanted to

know what exactly their customers feel about the services of Bharti and about the brand

of AirTel. What are the strong features of AirTel and what are its weaknesses or where

they lag, by knowing all these facts they could improve their quality of service.

THE RATIONALE OF THE STUDY

There was a time when government had a monopoly in the telecommunication sector. But

in the year 1999 deregulation in telecom sector, brought a number of private players,

which gave stiff competition in the monopoly market. Telecom Tariff has been changed

rapidly because of this deregulation. Deregulation has opened up a new market for

telecom services. Now days in telecom sector there are three types of service provider:

1. Fixed Landline Service Provider

2. Wireless Local Loop Service Provider

3. GSM Service Provider

4. CDMA Service Provider

To survive in this competitive market each and every company tries to provide

better service at lowest possible price to the consumer. As we know Bharti provides

services in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strong

brand in the market.

By doing this project the researcher will be able to understand what is the present

perception of the consumer about Airtel landline & Broadband and what is the exact

satisfaction level of its existing customers.

THE SCOPE

As we know very well that Airtel is market leader among private sector players in Indian

Telecom Industry so, there is a huge pressure upon the company (Bharti Tele-ventures

Pvt. Limited) to retain its position in the market. BTL is facing several challenges from

its competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge

is to retain the present customer base and try to increase it by providing them better

service at affordable price.

 This project will help the company to know its market reputation.

 As this project mainly deals with the consumer perception about Airtel and its

competitors. The organization may utilize this work to focus it customer with

greater perfection.

 By using this project the organization may find some remedy, if there will be any

sort of dissatisfaction about the service amongst the customers.

REVIEW OF LITERATURE

CUSTOMER SATISFACTION

Company’s first task is to create customers but today customers face a vast array

of product and Brand choices, prices and suppliers. How do customer make their

choices?

We believe that customer’s estimate which offer will deliver the most value.

Customers are value maximizers within the bound of search of cost and limited

knowledge, mobility and income. They form an expectation of value and act on it.

Whether or not the offer leaves up to the value expectation affects customer’s satisfaction

and their repurchase probability.

Our premise is that buyers will buy from the firm they perceive to offer the

highest delivered customer value and total customer cost.

Customer delivered value = (Total Customer value – Total Customer cost).

 Total customer value is the bundle of benefits customers expect from a

given product or a service.

 Total customer cost is the bundle of costs customers expect to incur in

evaluating, obtaining and using the product and service.

 Satisfaction is a person’s feeling of pleasure or disappointment resulting

from comparing a product’s perceived performance and expectations.

Many companies are aiming for high satisfaction because customers who are just

satisfied still find easy to switch when better offer comes along. Those who are highly

satisfied are much less ready to switch. High satisfaction or delight creates an affinity

with the brand not just a rational preference. The result is high customer loyalty.

Some of today’s most successful companies are raising expectation and delivering

performance to match. These companies are aiming for TCS (Total Customer

Satisfaction).

TOOLS FOR TRACKING AND MEASURING CUSTOMER

SATISFACTION

[1] Complaint and suggestion systems: -

A customer-centered organization makes it easy for its customers to deliver

suggestions and complaints. Many restaurants and hotels provide forms for guests to

report their likes and dislikes. A hospital could place suggestion boxes in the corridors,

supply comment cards to exciting patients and hire a patient advocate to handle patient’s

grievances. These information flows provide these companies with many good ideas and

enable them to act more rapidly to resolve problem.

[2] Customer satisfaction surveys: -

Many companies obtain a direct measure of customer satisfaction by conducting

periodic surveys. They send questionnaires or make telephone calls to a random sample

of their recent customers and ask if they were very satisfied, satisfied, somewhat

dissatisfied or very dissatisfied. With various aspects of company’s performance while

collecting customer satisfaction data it is useful to ask additional question to measure the

customer’s repurchase intuition, those will normally be high if the customers satisfaction

is high. It is also useful to measure customer’s willingness to recommend the company

and brand to other person. A high positive word of mouth indicates that the company is

producing high customers satisfaction.

[BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONED

STRATEGY TO MEASURE THE SATISFACTION LEVEL OF ITS

CUSTOMER.]

[3] Lost Customer analysis: -

Company should contact customers who have stopped buying or who have

switched to another service provider or supplier to know why this happened. Not only it

is important to conduct exit interviews when customer first stop buying but also to

monitor the customer loose rate which if increasing clearly indicates that the company is

failing to satisfy its customers.

ATTRACTING AND RETAINING CUSTOMER

To improve their relations with their partners in the supply chain, many companies are

intent on developing stronger bonds and loyalty with their ultimate customers. In the past

many companies took their customers for granted. Their customers may not have had

many alternatives of supply or all suppliers were equally deficient in the service or the

market was growing so fast that the company did not worry about satisfying its

customers. Clearly things have changes.

THE NEED FOR CUSTOMER RETENTION

The cost of attracting a new customer is estimated to be 5 times the cost of keeping a

current customer happy. It requires a great deal of effort to induce satisfied customers to

switch away from their current suppliers.

Unfortunately most marketing theory and practice centered on the art of attracting

new customers rather than retaining existing ones. The emphasis traditionally has been on

making sales rather than bui;lding relationship. The focus has been on reselling and

selling rather than on caring for the customer afterwards. Today however, most of the

companies are recognizing the importance of satisfying and retaining current customers.

There are two ways to strengthen customer retention: -

[1] One is to erect high switching barriers. Customers are less inclined to switch to

another suppliers when this would involve high capital cost, high search cost and

the cost of loyal customer discounts and so on.

[2] The better approach is to deliver high customer satisfaction. This makes it harder

for competitors to overcome switching barriers by simply offering lower prices.

The task of creating strong customer loyalty is called Relationship Marketing.

Relationship Marketing embraces on those steps that companies undertake to

know and serve better their valued individual customers.

RELATIONSHIP MARKETING: THE KEY OF SUCCESS OF

BHARTI TELEVENTURES PVT. LTD.

If you want to study the practical aspect of marketing theories then it can be done only by

seeing that how organizations implement those theories in their working process

definitely with some modifications. Here researcher has tried his best to examine the

process involved in attracting and retaining customers which are the main fundas of

Customer Relationship Marketing (CRM).

There are certain steps involved in customer relationship development process.

 Suspects: For Airtel everyone who might conceivably buy the landline or its

broadband connection. The sales team looks hard at the suspects i.e., the need of

the customer, budget and the expectation about the service. So, they can

determine who are the most likely prospects.

 Prospects: The people who have a strong potential interest in the Telecom

services and the ability to pay for it.

 Disqualified prospects: When sales team studies the prospects properly and when

they find they have poor credit and would be unprofitable company assuming

them as a disqualified prospect.

Note: Above three steps are termed as the process of COLD CALLING.

 First time customers: After Cold Calling sales team visits to the qualified prospect

then they do detailing to them about the services, try to match the prospect’s need

and the product profile. So, this is the process to convert qualified prospects into

first time customers.

 Repeat customers: Now the main process of CRM starts with providing better

After sales service to the customers. Company tries to satisfy the customers and

build a strong relationship with them. They do not want to loose customer due to

their dissatisfaction because according to their view

“ A satisfied customer can give you 10 more customer but a

dissatisfied customer can cut your 100 prospective customer.”

 Clients: the company then acts to convert repeat customers into client’s people

who buy only from the company in the relevant product category.

Some cautions in measuring customer satisfaction level

When customer rates their satisfaction with element of the company’s

performance the company needs to recognize that two customers can report being

“highly satisfied” for different reasons. One may be easily satisfied most of the

time and the other might be hard to please but was pleased on this occasion.

Company should also note that manager and sales people could manipulate their

ratings and customer satisfaction. They can also try to exclude unhappy customers

from the survey. Another danger is that if customers know that the company will

go out of its way to please customers many express high dissatisfaction in order to

receive more concession.

OBJECTIVE OF THE STUDY

Any researcher must be very clear about the objective of his study or

research.

MAIN OBJECTIVE:

To find out whether the existing users of Airtel are satisfied? And which factors

play important role to satisfy customers.

SPECIFIC OBJECTIVE:

To obtain the desired result researcher needed to know:

How many customers use the broadband services of Airtel ?

• What is the brand image of Airtel in consumers mind?

• Which features of Airtel do customers like most?

• What are the expectations of consumers from Airtel?

OBSERVATION, ANALYSIS & DISCUSSION

DATA OBSERVATION
[Q.1] Market Segment: -
(a) Commercial (b) Residential

Market Segment
Statistics

Market Segment

Cumulative
Frequency Percent Valid Percent Percent
Valid Commercial 43 26.5 26.5 26.5
Residential 119 73.5 73.5 100.0
Total 162 100.0 100.0

Remarks:
Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%)
segment. But it has been also experienced that the penetration of Airtel in commercial
area is much higher than residential i.e. approximately 43% in commercial segment.

How did you get aware about Airtel Landline & Broadband services?
(a) Banners & Hoardings (b) Sales people
(c) Tele calling (d) Newspaper
(e) References (f) Others

Awareness about service

Frequenc Valid Cumulative
y Percent Percent Percent

Valid Banners &
21 13.0 13.0 13.0
Hoardings
Sales People 109 67.3 67.3 80.2
Tele Calling 3 1.9 1.9 82.1
News Paper 6 3.7 3.7 85.8
References 1 .6 .6 86.4
Others 22 13.6 13.6 100.0
Total 162 100.0 100.0

Remarks:

Among different means of awareness we can see from the graph 67% people get aware

about the services from the sales people. By applying ONE SAMPLE T-TEST on the

variable to check whether it realy depict the population or not, researcher found the

significance level .000, which is less than .005. Hence it did not occur by chance the data

is significantly important.

Do you think brand image of Airtel is stronger than others?
(a) Yes (b) No

About Brand Image of AirTel

Cumulative
Valid Yes 155 95.7 95.7 95.7
No 7 4.3 4.3 100.0
Total 162 100.0 100.0

Remarks:
When users were asked about the Brand image of Airtel, 96% said its image is strong and
4% said it is not. By applying on the variable to check whether it really depict the
population or not, researcher found the significance level .000, which is less than .005.
Hence it did not occur by chance the data is significantly important.

Voice Clearity

Cumulative
Valid Average 6 3.7 3.7 3.7
Good 33 20.4 20.4 24.1
Excellent 123 75.9 75.9 100.0
Total 162 100.0 100.0

Remarks:
The above graph shows about voice clarity of airtel landline it is excellent The tatal
75.9% customer tells its excellent and only 3.7% are not agree with statement which is
very low so we can conclude it is a excellent feature provided by airtel

CONCLUSION

During this project researcher went through the working culture of the organization,

functionalities of sales team and the identification of market potentiality apart of the data

collection about the given problem. So, as a whole it can be said organization emphasize

more on teamwork, motivating the employees and building the friendly environment.

According to the company more than 90% of the business (sales) is done through direct

marketing by their enthusiastic sales team. Since this project is all about customer

satisfaction & sales about the service so it highly depend on the way of delivering

services.

s Since Airtel is the strongest service provider among private players and customers

also perceive it as a strongest brand. So it has to maintain a high customer base with

providing them complete satisfaction. Practicing a proper Customer Relationship

Management can only do it and Bharti implement it properly. So why it is now among

top names in the world.

RECOMENDATIONS

Since the project tries to reveal the level of customer satisfaction of Airtel users and

important factors related with it.

Since the maximum business is done through direct marketing so there should be proper

planning and guidelines for the sales team.

 Motivation in terms of monetary and non-monetary for the sales people is must

and the responsibility of this should be on direct supervisor.

 It has been also found that there is a large no. of wrong commitments done by

sales people with the customers in the market due to the extreme pressure of sales

target, which leads to customer dissatisfaction. Organization must check it

immediately because it is harming the Brand Image of Airtel.

 There should be a proper and efficient communication channel within the

organization both for employees as well as customers.

 They should provide much better After Sales Services, because this is a decision

making variable for the customers.

 Billing Process should be more transparent because it leads to the reliability about

Brand.

BIBLIOGRAPHY
Websites:

 www.bharti.com

 www.Comtel.com

Appendix – (01)
MARKET SURVEY QUESTIONNAIRE
TO KNOW CUSTOMER SATISFACTION LEVEL OF EXISTING
USERS HAVE AIRTEL LANDLINE & BROADBAND SERVICES.

[Q.1] Market Segment: -
(a) Commercial (b) Residential

[Q.2] For how long you have been using Airtel Landline/ Broadband?
(a) < 3 months (b) 3 months – 6 months
(c) 6 months – 1 year (d) more than 1 year

[Q.3] How did you get aware about Airtel Landline & Broadband services?
(a) Banners & Hoardings (b) Sales people
(c) Tele calling (d) Newspaper
(e) References (f) Others

[Q.4] Do you also use Broadband service of Bharti along with its Landline?
(a) Yes (b) No

[Q.5] If no, then do you avail any other broadband service?
(a) Yes, (specify) name __________________________
Reason _________________________
(b) No.

[Q.6] Do you think brand image of Airtel is stronger than others?
(a) Yes (b) No (c) Cant say

[Q.7] Are you satisfied with the Airtel Landline/ Broadband services?
(a) Very much satisfied
(b) Satisfied
(c) Average
(d) Partially dissatisfied
(e) Dissatisfied

[Q.8] If satisfied, which feature of bharti does you like most?
(a) Competitive pricing
(b) High Speed
(c) Downloading capacity
(d) Data Security
(e) After Sales Service
(f) Others

[Q.9] Please rate the following Bharti features on the scale of 5 (5= very
good, 4= good, 3=Avg. 2= Bad, 1= worst).
(a) Salesman’s attitude.
(b) Wiring & Installation.
(c) After sales service.
(d) Voice clarity
(e) Billing
(f) Customer care

[Q.10] If you are not satisfied, then in which area they should
improve?
(a) Pricing policy
(b) After sales service
(c) Value added services
(d) Billing Process
(e) Other

[Q.11] Would you like to recommend Airtel to your friends and relatives?
(a) Yes (b) No (c) Can’t say

If no, why? Reason ________________________________________
_________________________________________
NAME: --------------------------------------------------------------------------------

AREA:-----------------------------------------------------------------------------------

Thanks for your co-operation.

Appendix – (02)

EXISTING CUSTOMER DATABASE
NAME CONTACT NO. ADDRESS
Prabha Garg 1142424524 D-210 vivek vihar
Mamta patawari 1143086340 C250,vivek vihar
Jalan carrier pvt ltd 1143036096 206 ajnara bhawan
Sanjay Sharma 1143053513 A63, vivek vihar
Parul maheshwari 1143036294 B93
Nishant Sharma 1143072234 D13
Rakesh wabharwal 1142425059 C190, first floor
Gaurav jain 1143072266 B181,first floor
Satish chand sood 1143072243 D78
Shalni 1143072271 D7-basement
Robin chainpuri 1143072203 D330

Appendix – (03)
TABLES OF DATA REPRESENTATION (ANEXXURE-3)

(3) Awareness about Service:
T-Test

One-Sample Statistics

Std. Error
N Mean Std. Deviation Mean
Awareness about service 162 2.5247 1.50445 .11820

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
t df Sig. (2-tailed) Difference Lower Upper
Awareness about service 21.359 161 .000 2.52469 2.2913 2.7581

[TABLE-1]

(4) Use of Broad Band along with its Broad Band:

T-Test


Std. Error
Use of Broadband
162 1.2901 .45523 .03577
with Landline

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
Use of Broadband
36.071 161 .000 1.29012 1.2195 1.3608
with Landline

[TABLE-2]

(6) Brand Image:

T-Test


Std. Error
About Brand
162 1.0432 .20396 .01602
Image of AirTel

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
About Brand
65.101 161 .000 1.04321 1.0116 1.0749
Image of AirTel

[TABLE-3]

(7) Most Preferable feature of AirTel:

T-Test


Std. Error
Most Preferable
162 3.6111 1.73115 .13601
feature of AirTel

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
Most Preferable
26.550 161 .000 3.61111 3.3425 3.8797
feature of AirTel

[TABLE-4]

(10) In which area Airtel should be improved?

T-Test


Std. Error
In Which Area
162 2.9136 1.20246 .09447
Improvent is needed ?

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
In Which Area
30.840 161 .000 2.91358 2.7270 3.1001
Improvent is needed ?

[TABLE-5]

(11) Would you like to recommend Airtel to others?

T-Test


Std. Error
Would You Like To
Recommend AirTel to 162 1.0556 .22977 .01805
Your Friends & Relatives

One-Sample Test

Test Value = 0
95% Confidence
Interval of the
Mean Difference
Would You Like To
Recommend AirTel to 58.471 161 .000 1.05556 1.0199 1.0912
Your Friends & Relatives

[TABLE-6]

Appendix – (04)
LINEAR MULTIPLE REGRESSION ANALYSIS

Regression

Variables Entered/Removedb

Variables Variables
Model Entered Removed Method
1 Customer
Care
response,
Voice
Clearity,
Billing . Enter
Process,
Salesman'
s Attitude,
After Sales
a
Service
a. All requested variables entered.
b. Dependent Variable: Satisfaction Level about service

Model Summary

Adjusted Std. Error of
Model R R Square R Square the Estimate
1 .695a .483 .467 .69279
a. Predictors: (Constant), Customer Care response,
Voice Clearity, Billing Process, Salesman's Attitude,
After Sales Service

ANOVAb

Sum of
Model Squares df Mean Square F Sig.
1 Regression 70.070 5 14.014 29.198 .000a
Residual 74.874 156 .480
Total 144.944 161
a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process,
Salesman's Attitude, After Sales Service
b. Dependent Variable: Satisfaction Level about service

Coefficientsa

Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 7.194 .578 12.437 .000
Salesman's Attitude -.352 .090 -.258 -3.899 .000
After Sales Service -.266 .083 -.243 -3.216 .002
Voice Clearity -.322 .108 -.178 -2.971 .003
Billing Process -.231 .078 -.186 -2.954 .004
Customer Care response -.220 .091 -.191 -2.423 .017
a. Dependent Variable: Satisfaction Level about service

My airtel project

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