INDEX

Introduction Company Profile Airtel Broadband Services Objective Research Methodology Analysis of Data Finding Recommendation Conclusions Annexure Bibliography 02-17 18-37 38-57 58-59 60-63 64-92 93-94 95-95 96-96 97-103 104-104

INTRODUCTION

Bharti Airtel Limited

Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a Moue with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agree products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel

have been structured into three individual strategic business units (SBUs) Mobile Services, Airtel Telemedia

Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities.

The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand.

Bharti Airtel Limited is one of Indias leading private sector providers of telecommunications services with an aggregate of over 23.29 million customers as of end of May 08, consisting of more than 21.86 million mobile customers. The Company was the first private 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. The Company complements its mobile, broadband & telephone services with national and international long distance services. The Company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The Company is parts of the consortium, which jointly owns and has developed the next generation undersea, cable system SEA-ME-WE-4. The Company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its

Nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station

Intraday Market Capitalization (as on Jul 25, 2010) Approx. Rs.1,512 billion Closing BSE share price = Rs. 796.45 Exchange BSE Date 25/07/10 12:00AM Open 785.00 High 818.90 Low 775.25 Current 796.45 % Change -0.18

INVESTOR RELATION
Creating value for our customers, employees, investors, partners, vendors and the society at large lies at the root of our fundamental business strategy. Our core principles of trust and transparency have come a long way in helping us develop and nurture long-term relationships with our key stakeholders. Our performance exudes from our belief in and commitment to the telecom sector; and translates into creating innovative exciting opportunities for one and all .

Organization Structure
As an outcome of a restructuring exercise conducted within the company; a new integrated organizational structure has emerged; with realigned roles, responsibilities and reporting relationships of Bhartis key team players. With effect from March 01, 2008, this unified management structure of 'One Airtel' will enable continued improvement in the delivery of the Groups strategic vision.

Management Profiles
Sunil Bharti Mittal Rajan Bharti Mittal Akhil Gupta Manoj Kohli Sarvjit S. Dhillon Daljit Singh Viresh Dayal 7

Senjam Raj Sekhar Anil Nayar Ashok Juneja Dr. Jai Menon Hemant Sachdev Narender Gupta Norman Donald Tina Uneken John Thompson Vijaya Sampath Harish Dua Sanjay Kapoor K. Krishnan Vinod Sawhny Sanjay Nandrajog Atul Bindal Jayant Khosla K.Srinivas N. Arjun Mohan Menon Mohan Menon

Sunil Bharti Mittal

Chairman & Managing Director since October 2001 Board director since: July 1995 Age: 51 years

Sunil Bharti Mittal is the Chairman & Managing Director of Bharti Airtel Ltd. head quartered at New Delhi, India. Bharti Airtel, Indias leading private integrated telecom company has been at the forefront of the telecom revolution and has transformed the telecom sector with its world-class services built on leading edge technologies. Bharti has been a pioneering force in the telecom sector and today enjoys a strong nationwide presence. Sunil started his career at a young age of 18 after graduating from Punjab University in India and founded Bharti, with a modest capital, in the year 1976. Today, at 49 he heads a successful enterprise, amongst the top 5 in India, with a market capitalization of over US$ 40 billion and employing over 30,000 people.

Bharti has grown successfully in partnership with various leading companies of the world - Singapore Telecom, Vodafone, Warburg Pincus, British Telecom to name a few.

The other businesses in the group are consumer electronics (Beetle), life insurance with AXA of France (Bharti AXA), and a joint venture with the Rothschild group to develop Indian horticulture and export fruits and vegetable to the world. Bharti has recently entered into a JV with Wal-Mart for setting up supply chain, logistics and cash and carry to support the burgeoning retail
9

market in india.

Sunil is an alumnus of Harvard Business School, MA, USA.

Sunil has been conferred one of the highest civilian award

Padma Bhushan..
Sunil has been conferred the degree of Doctor of

Science (Honoris Causa) by the G B Pant University of Agriculture & Technology.

Sunil is an Honorary Fellow of The Institution of Electronics and Telecommunication Engineers (IETE). Sunil is the Honorary Consul General of the Republic of Seychelles in New Delhi, India.

MANOJ KOHLI
President & CEO
Manoj was appointed President of Bharti Airtel in March 2006,
10

heading the integrated business units of Mobile Services, Broadband & Telephone Services and Enterprise Services. Manoj started his career in 1979 with DCM Ltd., where he led the HR function. This was followed by various leadership positions across many businesses of the Shriram Group. He left as Vice President, responsible for the air conditioning and refrigeration business unit, and spent the next few years at AlliedSignal, where he was Executive Director in charge of their new Industrial Park and operations in India. Prior to joining Bharti as head of the Mobile Services business unit in 2002 Manoj was Executive Director and CEO of Escotel.

Manoj was the Chairman of Cellular Operators Association of India (COAI) and currently is a member of the Academic Council of the Faculty of Management Studies, New Delhi. He has been awarded the Best Alumni Award by SRCC, University of Delhi and was adjudged Telecom Man of the Year-Techies Award for 2000 by Transasia

Manoj holds graduate degrees in Commerce and Law and a MBA from Delhi University. He has attended the Executive Business Program at Michigan Business School and the Advance Management Program at Wharton, USA.

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ATUL BINDAL
President- AirtelTelemediaServices
Atul was appointed President of Airtel Telemedia Services business unit in October 2006. He is a member on the Airtel Management Board (AMB) and chairs the Broadband & Telephone Services Management Board (BTMB).

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Prior to assuming his current position, Atul was Executive Director South for the Mobile Services business unit. He joined Bharti Airtel in June 2003 as Group Chief Marketing Officer and Director Mobility. Before moving to Bharti, Atul was Commercial Director, Asia Pacific with DHL in Singapore with executive responsibilities for sales, marketing, customer service, pricing and e-commerce for the US$1.5 bn region. Earlier, he served with AlliedSignal/Honeywell for almost 7 years across India, Asia Pacific and USA in various operating and functional roles. During the earlier part of his career he worked in marketing, sales and general management with American Express, Lipton and Shell. Atul is a mechanical engineer from Delhi University and a post graduate in Management from the Indian Institute of Management Calcutta

Shareholding Structure
Details on the latest shareholding structure and major shareholders, as on March 31, 2008

Category 13

No of Shares

% of

Held

Sharehol ding

Indian Holding 9,61,286,728 50.42%

Promoters* Banks/Mutual Funds/Indian Financial Institutions/Insurance Companies Indian Residents/Bodies Corporates/Others Total Indian

75,974,654

5.85%

74,692,454

3.62%

10,73,953,836

73.85%

Foreign Holding

Foreign companies

549,254,605

25.61%

745,119,934

30.62%

NRIs and OCBs

17,550,929 1019,925,48

1.82% 52.05%

Total Foreign

14

Total

1,893,879,304

100.00%

Services offered by airtel

Enterprises services

Mobile services Long Distance Services DTH service

Broad band telephone services

Airtel Enterprise Services

The Company compliments its mobile and broadband & telephone Services with national and international long distance services. It has over 35,016 route kilometers of optic fiber on its national long distance network. For international connectivity to east, it has a submarine cable landing station 15

At. For international connectivity to the west, the Company is a member of the South East Asia-Middle East-Western Europe 4 (SEA-ME-WE-4) consortiums Along with 15 other global telecom operators. The group focuses on delivering telecommunications services as an Integrated offering including mobile, broadband & telephone, national and International long distance and data connectivity services to corporate, small and medium scale enterprises.

The company is a part of Bharti Enterprises, and is India's leading provider of telecommunications services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile services group provides GSM mobile services across India in 23 telecom circles, while the B&T business group provides broadband & telephone services in 90 cities. The Enterprise services group has two subunits - carriers (long distance services) and services to corporate. All these services are provided under the Airtel brand.

Long distance services

Airtel Long Distance Services is India's first private long distance communications service provider. We are committed to providing world-class long distance Voice and Data communication services to the Indian customer. We have deployed 25000 km long advanced fiber
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optic multi-technology network covering more than 200 cities in the country. We are a fully owned subsidiary of India's leading private telecom group, Bharti Tele-Ventures, which has interests across the telecom chain. We are instrumental in making Long distance communication affordable for the Indian consumer by catalyzing 62% and 50% reduction in the monopolistic STD and ISD rates respectively. For the first time in India, Airtel Long Distance Services has provided robust SLA-based, highly reliable data connectivity to meet the high bandwidth requirements of large service providers. We have entered into strategic alliances with leading service providers, both domestic and international, to provide high quality, endto-end domestic and international long distance services to the customers. Our product offering includes STD/ISD prepaid cards and pre-paid cards for Indians traveling abroad.

Broadband and telephone services

BrAirtel Broadband & Telephone Services, India's premium telecommunication service brings to you a whole new experience in telephony. From integrated Voice Services for corporate and small business enterprises to user friendly plans for homes, we bring innovative, cost-effective solutions to cater to your needsoadband services

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Solution for your Home services :

Reach out through Airtel Broadband & Telephone Services and enjoy great value for money. With Airtel, you can experience world class telephone and internet services, just as unique as your needs. Enjoy amazing value and benefits and make staying in touch a joy. Airtel provides a 24x7 customer care operation geared to meet your requirements and ensure that we are always a phone call away. Get in touch with us and ring in a world of

COMPANY PROFILE

Sunil Bharti Mittal or SBM as he is called has at the age of 43 created a Telecom Giant in India. It has risen from humble beginnings in 1970s as a bicycle parts manufacturer, knitwear and stainless steel utensils in Ludhiana, Punjab state. Together with other foreign companies he has raised $ 1.5 billion of which $ 800 million is still in the bank. Bharti happens to be Indias premier telecom company in the field of telecom terminals and technology tie ups with world leaders like Siemens, Gold star, Tatacom and Casio. It is the first company in India to export
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telephones to U.S.A and has finalized plans to manufacture GSM terminals in India. The success story of Bharti Enterprises can be acknowledged from the fact that Bharti has acquired 44% of stake of British Telecom, which was up till now one of the partners with Bharti Enterprises for $140.2 joint venture. The transaction was worth 100 million pounds. Bharti Enterprises controls about 20 % of the Total Telecom market in India. As he puts it, it was a mixture of Vision, good luck and hard work by a team of about 10 12 senior people. The early beginnings in 1985 were in manufacturing telephone handsets. They did not have the expertise to do telephone exchanges, jelly -filled cables had become a commodity and their capital investment was high.

Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. Bharti Tele-Ventures is India's leading private sector provider of telecommunications services based on a strong customer base consisting of approximately 11.50 million total customers which constitute, approximately 10.66 million mobile and approximately 836,000 fixed line customers, as of January 31, 2005.

Bharti Teletech
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Bharti Teletech deals with telecom equipment manufacturing. Bharti Teletech has 2 subsidiaries Siemens Telecom and Bharti Duraline. Siemens Telecom is a joint venture between the global giants Siemens AG and Bharti Telecom. This alliance has brought to the Indian market the unmatched technology of Siemens and the manufacturing strength of Bharti Telecom. Siemens Telecom markets its product under the brand names of Siemens and Beetle. The Siemens ranges of telephones include electronic push button phones, feature phones and the latest GSM cellular phones.

Beetels commitment to quality, value and durability has made it the largest selling cordless phone in India. Bharti Duraline Bharti Duraline is a translation of Bhartis commitment to serve the growing telecom market in India. This joint venture with Duraline Corp of U.S.A manufacture and markets high quality SILCORE TM HDPE telecom ducts. Duraline USA gas prestigious customers like AT&T, Lucent technologies, Sprint MCI, Ericsson etc

Bharti Telecom
In the past few decades the telecom industry across the world has

gone through a sea change and India has not been away from the technological revolution. Bharti Telecom the flagship company of Bharti

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Enterprises has continuously introduced world-class telecom products and services. From the introduction of push button telephones backing telephones to answering machines from cordless telephones to cellular services Bharti is breaking new grounds with host of new brands like Airtel and Beetel. Bharti Telecom has emerged as Indias finest Telecom Company.

Incorporated in 1985 Bharti Telecom is one of the largest Telecom companies in the country.

Bharti Telecom provides various basic /cellular services, Internet services and VSATs etc. through its several subsidiaries and joint ventures. The two subsidiaries of Bharti Telecom are Bharti Televenture and Bharti Telepatial.

Bharti Televenture
Bharti Televenture Ltd. was incorporated on 7th July 1995. BTVL has been floated by Bharti Telecom Ltd. as Telecom operator to hold equity stake and to wide management services to cellular and fixed line Telecom

21

Projects in India.Bharti Televenture is a holding company for Bharti Cellular and Bharti Telenet.

Bharti Cellular
Bharti Cellular Ltd offers cellular service under the brand name of Airtel.

Bharti Telnet
Bharti Telenet offers fixed line services in M.P. (Indore) and cellular services in H.P. the company the first private operator to provide fixed line services under the country. It launched its fixed lines services on 4 th June 1998 in Indore, and as developed the customer based of over 35,000. The company as a market share of 80% in H.P. for its cellular services.

Bharti Telespatial
Bharti Telespatial provides Internet services and VSATs. It has gain two subsidiaries Bharti BT and Bharti BT Internet.

Bharti BT
Bharti BT has a licensed to provide VSAT services in India. The company is second largest service provider in the shared hub and fastest growing VSAT service provider in the country.

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Identifying the core relevance of satellite communication, the joint venture is expanding the VSAT market through service leadership and product innovation, offering fast, secure and reliable telecom solutions for all times. BT helps its customers meet there short term goals and long term communications strategies. Taking advantage of its leading edge in technology, Bharti BT offers customized TDMA, VSAT solutions, PAMA services. The flexibility to integrate these services also enables the company to provide hybrid V-SAT services to meet the diverse requirement of the customers.

Bharti BT Internet: Bharti BT Internet has a licensed to provide Internet services in Mumbai, Delhi and Bangalore. The service became operational from May 99 under the brand name Mantra on Line.

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AirTel An Unflinched Brand

AirTel, a part of Bharti Cellular Ltd., was conceived and nurtured under the adages of the Bharti and was born on the 14 th day of November 1995, as the original licensee to provide Cellular Telephony to the customer base in the national capital New Delhi. Since its inception in 1995, Air Tel has never looked back and has changed the way true leaders of Delhi talk, communicate, work and indeed live. It has consistently been the leader with its undisputed Power to keep in
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Touch and has been chalking up a number of first in its journey to commanding the heights of the cellular industry. Its belief to leverage the latest technologies and to deliver value to its customers was manifest within a span of a year and a half of its launch. It expanded its network with the installation of its second MSC (Mobile Switching Center) raising its capacity 5, 00,000 lines, thereby becoming the first Cellular Operator in the country to have done so. This was further enhanced with the introduction of SDH (Synchronous Digital Hierarchy) and the CCS7 Signaling. The Bharti Group is pulling out all the stops to ensure that Air Tel maintains its leadership over Essar & Dolphin in the Delhi Market. This is crucial as Bharti Cellular has almost 3,25,000 subscribers, but with Hutchison taking a 49% stake in Essar promoted Sterling Cellular and planning to roll out its Orange Brand in the city, the gap between the two operators could narrow.

It has put at the disposal of its subscribers a wide array of convenience enhancing Value added Services like: Web Message Smart Mail, Short Message Service, Fax Facility, Call Conferencing,
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Call Hold, Call Forwarding, Call Waiting, Calling Party line Identification and several others on line services

available to its customers. Wireless Application Protocol Service SMS Chat

As a duty to retain its valuable customer base, as well as efforts to bring the churned customers, AirTel has launched its AirTel Leadership Retention Program to provide various privileged facilities and discounts along with points earning. Air Tel ushered in anytime, anywhere, simple cellular telephony in Delhi with the launch of Magic Ready Cellular Card in January 1999. This competency of Magic Dalo, say Hello! Has further increased AirTel Power to keep in touch! It is based on the Intelligent Network and is compatible with all GSM handsets. Consequently for three years 1997, 1998 and 1999, AirTel has been voted as the Best Cellular Provider in the country and won the coveted Techies Award.

Technology at AirTel
The company uses GSM technology as prescribed by the Dot. The network has been supplied and installed on turnkey basis by Ericsson, Sweden, which is the world leader in cellular technology. The local office of Ericsson provides support and maintenance services. The network audit is carried out from time to time association with Mobile System International, UK to ensure

26

better coverage and speech quality. The billing system has been provided by SEMA, UK. The Intelligent Network (IN) installed from Ericsson, Sweden would enable the company to offer products like Virtual Private Network (VPN) Solution, On Demand Services etc, apart from flexibility in tariffing. The company has almost 157 Base stations providing almost 1005 coverage in the service area and flat terrain in the city has initially helped the quick roll out in record time. The Company has 2 MSCs in the city, on in the Southeast and the other in Northwest. The company has also laid 75km of OFC in the city to provide SDH rings to augment the existing base station network call handling capacity. The company was initially granted 4.5 MHz of frequency bandwidth by the Dot, which has now been increased o 6 MHzs The marketing strategy at AirTel has always been to identify and attract a high usage subscriber base through a strong brand identity for the AirTel brand name and to associate the name with high quality customer service, a full range of network services and competitive pricing. A strong customer support through 24 hrs day help lines and operator assistance on matters ranging from features usage to billing queries. AirTel provides its customer service personnel with subscriber, product and billing information to enable them to respond promptly. The data generated from the exit interviews conducted with those subscribers who have terminated services, is used for the process to improve services where warranted.

27

INFORMATION ABOOUT AIRTEL BROADBAND

Airtel broadband

28

Airtel Broadband is powered by DSL technology. DSL provides blazing-fast, secure Internet access and can. Vary from 128Kb to 8Mb per second depending on the type and cost of the service.

DSL
Simply put, broadband is a high-speed connection to the Internet that is always on. Broadband is faster than a standard dial-up, enabling you to view web content faster and download files more quickly. Besides being much faster, broadband is more reliable than dial-up due to broad bands digital nature and always on connectivity. With broadband, when you turn on your computer, you're already connected to the Internet and ready to surf at high speeds.

What is DSL?

29

The full form of DSL is Digital Subscriber Line. DSL internet is faster than cable internet. It is a broadband internet connection and files can be uploaded and downloaded quickly. The most important point is that you do not require any new cabling to be connected to DSL internet. You can simultaneously connect through the phone lines for accessing internet and receive Airtel offers a great plan for unlimited broadband internet connection in some states: Option A: Rs.799 a month for 256 kbps Unlimited Option B: Rs.999 a month for 256 kbps Unlimited The Beetel TERA 100 U Modem

There are no limits on download, no blocked ports (as far as I know), and no internet filters to prevent anyone from visiting any site. The service is generally reliable, with a decent uptime of more than 90%. The plan comes with a modem, which is usually one of the following:

Zyxel (blue color) Beetel TERA 100 U (distributed by Yozan) Beetel 100 CX

30

All these 2 are USB modems with only one computer connection. If you are using Linux, BSD or x64-bit Windows; there are no drivers for the above modems to work on these OS. So, ask for one of the below routers instead:

D-Link ASDL Router DSL-502T Beetel Broadband Router The routers are provided instead of the modem and at no extra charge. The router has 2 outlets: a USB connection and an Ethernet connection. So, those on Linux/BSD/Windows x64 should use the Ethernet connection. As Airtel keeps changing their modem variety often, you might get some other newer type of modem/router too. I would advise to ask for the router anyway since it has more control over internet traffic. It also allows 2 simultaneous connections and hence can be used for sharing an internet connection. The router however requires some configuration (e.g. port forwarding) if the user wishes to uses file sharing programs, IRC etc. Those unwilling to invest the extra effort should just go for normal USB modems. I have provided below some drivers for the modems / routers. All of these are Windows-32 bit drives. Beetel TERA-100U Drivers (v.040303OC) Beetel 100 CX Drivers (v.099.074)

Note: You will need an archiver that can open .7z formats. Try 7-Zip.

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Router Configuration
The Airtel staff will usually set up the internet for you initially, but won't configure the router to allow port forwarding. Port forwarding is necessary for several internet applications and file sharing programs to work with.

1) What are ports ?

Your computer has several ports through which applications connect to the internet. There are a total of 2^16 = 65,536 ports. An application may need to use one or more ports when it is running. Through the ports, it will send and receive data from other computers on the net. Applications cannot share a port while running at the same time. An exception is HTTP Tunneling, see Corkscrew. It is however widely acknowledged that certain ports are associated with certain applications. For example, port 80 is used for HTTP (i.e. your connection to the WWW); port 21 is used for FTP and so on. You can find an entire list of ports and their associated applications here: IANA List of Well Known Ports As you can see, a large number of ports are actually unassigned to any application. This is for future use, when more internet applications may come about.
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By default, when you set up a router for internet connection, most ports, except port 80, are blocked. This is actually a good thing since open ports are a favorite target of crackers trying to break into your computer. On normal

Modems and internet connections, you can use a program like Port Blocker to close unused open ports. On a router, you have to identify which ports you want to open first and then do port forwarding to open those.

2) Procedure
First run the application (e.g. mIRC or File Sharing Program etc.). If it connects with no problems, then you're set. Many file sharing programs (e.g. Azureus, Bit lord, eMule, DC++ etc) usually have an inbuilt test feature that can test your connection to the internet. Run this test as well just to make sure that the connection is okay. If you are unable to connect properly or the test fails, then you probably have to port forward. Next, look at the Help files/ FAQ/ Documentation of the application. This will usually list which ports are used. You can also look at the list of ports and applications, but it may be outdated. Take note of whether the port is a TCP or UDP port. Next, start up your web browser and type 192.168.1.1 into the address. This will usually be the address of the router. You will then get a prompt box or be led to a page which asks for a username and password. Check your router manual for the default username and password. It will usually be Username: admin and Password: admin

33

If this doesn't work, someone who used the router before you might have changed the password. Just look for a small button on the router that says reset. This will let you default back to the factory settings. Once you log into the router, you will be presented with a page for navigating around. Switch off DHCP and then add your computer's IP address to the LAN clients. You also have to turn off Dynamic IP Assignment on your computer. In Windows 2000/XP this is found under TCP/IP Properties for your LAN connection. In Linux, look for a graphical network configuration tool. This is found in Gnome or KDE quite easily. For other Window Managers, refer to your specific documentation. Usually Linux lets you specify the setting during install as well, if you have yet to install it.

Next, you have to create rules for port forwarding. Look for a page like Virtual Server or so which lets you create specific rules. Add the port number to the list and choose whether it is TCP or UDP or both. For some applications, you can use any port you want. In that case, look for a port that is not used by any other application and add it. You will also have to go to the settings section of that application and set it to use the same port number. After the rules are made, click apply. There will usually be an option to export the setting as a config.bin file, make sure you do this because if the router settings get corrupted or reset, at least you can restore the old rules without having to do it all over again.

* For a detailed procedure of port forwarding for your router, see Port Forward.

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3) Known Issues with Airtel Modems and Routers

i) Zyxel USB Modem This modem seemed somewhat susceptible to overheating and a few folks complained that it often went bust during a lightning storm. Other than that, it seems okay.

ii) D-Link DSL-502 T The D-Link DSL-502 T router tends to lose all the stored settings if the power goes off. The solution is to export the settings as a config.bin once rules are made. When power resumes, the router will know where to go and look for the config file and will automatically restore the settings. Occasionally, the ADSL Link/Acct light will go off. The solution is to switch off the modem, wait for 10 seconds and then turn it on again so that it can find the connection back. There may be a problem with the ADSL splitter if this happens too often, ask the Airtel technicians to take a look.

iii) Beetel Broadband Router This router has a nasty user interface and one could never quite figure out how to port forward using this. It also seems that it fails to do its job
35

as a router (as far as security is concerned) since it allowed all outgoing and inbound connections on all ports. I could never figure out how to add more clients to the LAN or block open ports, except using Port Blocker. The hardware does have a nice exterior though.

4) Driver Installation
All the Airtel USB modems need to have their drivers installed only through the CD Auto run Installer. Trying to use the Device Manager to look for drivers on the CD usually fails. Should it otherwise succeed, the user still has to manually create a new connection etc. The Beetel 100 CX is probably the best modem as far as driver installation goes, it is painless and error free to install and uninstall.

Broadband Advantage Now experience the internet in a new way with Airtel Broadband. It is powered by DSL technology which gives you blazing-fast; secure Internet access as soon as you switch on your computer.
36

We give you the power of limitless discovery on Internet from shopping to banking, paying bills to making new friends and not to mention endless fun & learning for children. Switch today to Airtel Broadband! Why wait to connect With Airtel Broadband, the internet is always ON, always available! No more waiting for dial-up to connect. You are ready to use the internet as soon as you switch on your computer. Power Surfing With speed of up to 2Mbps, feel the excitement of doing more on Internet. Shop, download MP3, exchange heavy files and chat at an enviable speed, all thanks to an extensive Broadband Services infrastructure. No more disconnections in the middle of download. Surf while you talk! No more missed calls or blocked telephone lines while using the internet. Airtel Broadband Services connection does not block existing telephone lines and allows one family member to use the phone while another member surfs the net. No more missed calls and no more fights! Robust installation Our world class infrastructure & end-to-end digital network of underground copper cable lines ensure an extremely robust connection that eliminates the risk of damage. Superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet.

Airtel tariffs
Experience a Broadband life and discover endless possibilities. Download your favorite songs, play exclusive games, send or receive large documents
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photos as email attachments on a lightening fast, secure & reliable Internet connection. With Airtelshigh speed Broadband, enjoy superior way to access rich information of internet with enough fun &
learning for everyone. To find out the Airtel broadband & internet tariffs available in your city, please select your location from the drop-down. Broadband

Internet definition as per the TRAI -Always on connection with minimum download speed of 256 kbps.

Broadband Plans
Home 2222 > Super Value 499 > 1 mbps Combo 666 > Home 1499 > > > > Home 799 Super Value 699 2 mbps Combo 777 Home 999 > Flexi 777 > 512 kbps Combo 555 > 2 mbps Combo 999

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Home 2222
Monthly Commitment (Rs.) Free Minutes Local Minutes STD minutes Broadband Data Transfer Limit Download Speed * CLI Charges (Rs.) Local Pulse Rate (Rs.) Additional BB Usage (Rs. / MB) Call Duration: Local Fixed Line Call Duration: Local Mobile Call Duration: Internet STD (Any Where) 2222 Nil Nil Nil Unlimited 1 mbps Nil 1 Nil 180 sec 60 sec NA 30 sec

ISD Charges ( Rs / pulse ) US , Canada, Europe (FL Phones) SE Asia & Australia Rest of the world Monthly commitment including CLI 5.99 7.99 19.99 2222

* Speed indicated is the speed up to our ISP node .

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Hardware charges Registration charges ( Non refundable ) Purchase Rental ( per month )

Modem 500

Router 1000

Wi-Fi 1000

Nil

NA

Nil

INTERNET PLAN

40

Home 499
Monthly (Rs.) Free Minutes Local Minutes STD minutes Commitment 499 100 NA NA

Broadband Data Transfer Unlimited Limit Download Speed * CLI Charges (Rs.) Local Pulse Rate (Rs.) Additional (Rs. / MB) BB 64 Kbps Nil 1.1 Usage Nil

Call Duration: Local Fixed 180 sec Line Call Duration: Mobile STD (Any Where)
ISD Charges ( Rs / pulse )

Local 60 sec NA 30 sec

Call Duration: Internet

US , Canada, Europe (FL 5.99 Phones) SE Asia & Australia Rest of the world 7.99 19.99

Monthly commitment 499 including CLI

Top

Home 499

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Monthly Commitment (Rs.) 499 Free Minutes Local Minutes STD minutes 100 NA NA

Broadband Data Transfer Unlimited Limit Download Speed * CLI Charges (Rs.) Local Pulse Rate (Rs.) 64 Kbps Nil 1.1

Additional BB Usage (Rs. / Nil MB) Call Duration: Local Fixed 180 sec Line Call Duration: Local Mobile 60 sec Call Duration: Internet STD (Any Where) ISD Charges ( Rs / pulse ) US , Canada, Europe (FL Phones) SE Asia & Australia Rest of the world Monthly commitment including CLI 5.99 7.99 19.99 499 NA 30 sec

* Speed indicated is the speed up to our ISP node.

42

Hardware charges

Modem

Router 1000 2500 NA

Wi-Fi 1000 2500 Nil

Registration charges ( Non 500 refundable ) Purchase Rental ( per month ) 1500 Nil

Modem Hardware charges

Router

Wi-Fi

Registration charges 500 ( Non refundable ) Purchase Rental ( per month ) 1500 Nil

1000 2500 NA

1000 2500 Nil

Hardware charges

Modem

Router 1000 Not applicable 199

Wi-Fi 1000 Not applicable 99

Registration charges ( Non 500 refundable ) Purchase Rental ( per month ) Not applicable 49

Speed Qualifier: Speed indicated is the speed up to our ISP node.

* Wherever the network cannot support 2Mbps speeds, go in for the next higher available speed like 512 K or 256 K * Modem / Router / Wi-Fi charges would be applicable over and above Monthly commitment * Voice, rental and additional usage will be charge as per the chosen plan

43

Broadband providers, internet service providers

Service Providers (ISP), Telephone & Broadband. Providers offer the same levels of service. Make sure you look closely at what is on offer and what sort of broadband package are available and will suits your needs best

DSL technology
Airtel Data Service is powered by DSL technology. DSL provides blazing-fast, secure Internet access and can be delivered to both homes and to businesses. Delivered right through a regular telephone line, data rates can vary from 128Kb to 8Mb per second depending on the type and cost of the service. DSL can be delivered to both homes and to businesses. Digital Subscriber Line (DSL) technology provides instant Internet and network access at speeds up to 50 times faster than a 28.8Kbps modem on a standard analog phone line. There are no dial-up delays, no busy signals. What used to take minutes or hours to download will take just seconds or minutes.

With DSL Internet Service you can download graphics-heavy files, large documents, software, photos, email attachments, and more, instantly. It's perfect for real-time interactive multimedia, broadcast quality video, distance learning, and video-on-demand. And because DSL Internet Service sends
44

data and voice over the same line, you can talk on the phone while you are online. It's also a service that you don't have to dial into. Just turn on your PC, open a browser, and you're ready to surf. (No more hearing those annoying beeps

And tones, then waiting to be connected. You're always connected whenever you wish to!). Beyond Internet access, DSL also has the ability to carry additional phone lines and entertainment services using the same pairofwires. High-speed Internet access through DSL, changes your Internet experience perceptibly DSL stands for Digital Subscriber Line - a technology which transforms

plain old telephone lines into a high speed conduit for data, information, entertainment and more. It utilizes more of the bandwidth on copper phone lines than what is currently used for plain old telephone service. The DSL technology uses the frequencies above the telephone bandwidth. Therefore on different frequencies one can make voice and be on the Internet simultaneously. For the sheer speed and power that makes communication easier than ever before and helps you make the most of everything the Internet has to offer. If that not reason enough, here are some more: - Very fast connection. DSL delivers Internet easily when you need it. - Always ON. No call charges for just getting connected.
45

- Be able to use the phone for voice calls while surfing, no need to go for additional connection for Internet.

Why should choose Airtel Data Services ? Whether you are an individual user (@home) or a corporate user (@work) Airtel Data Services has only the best to offer.

This means that the load on the connection is far less and a highspeed connection is always guaranteed.

Other than that here are the other benefits of a Airtel Data Services connection: - Amazingly quick, always-on connection - Dedicated bandwidth - No additional telephone bills for internet usage - Ability to make phone calls abroad through the internet - Talk while you surf - Robust installation of underground cables - Attractively priced and scalable usage plan options - 24x7x365 customer support - Its lineage - Bharti - ranked second among Asia's best telecom companies. It's not just enough to have an Internet connection at home or at work; today is all lives up to its name. Surf uninterrupted... downloads MP3s... Send or receive large data files on a lightening fast, secure, reliable Internet connection right
46

about going hi-tech with a digital connection that

through your regular telephone line! Here's what Airtel Data Services guarantees.

Airtel DSL Email Policy

Airtel Broadband Services DSL has introduced an 'Acceptable Usage Policy' in relation to unsolicited e-mail of an advertising or promotional nature (otherwise known as "Spam"). It outlines prohibited uses of a customer's DSL service and the consequences, which may flow from a violation of this policy. It is prohibited to use the Airtel Broadband Services DSL Network to accept, transmit or distribute unsolicited bulk e-mail. The only circumstances in which the Airtel Broadband Services DSL Network may be used to send unsolicited e-mail of an advertising or promotional nature is where the unsolicited e-mail is sent to persons with whom the sender has a pre-existing business, professional or personal relationship or to persons who have previously Indicated their consent to receive e-mail from the sender from time to time, for example by ticking a box to that effect on the senders web site. Unless these requirements are met, customers must not send unsolicited bulk e-mail on the Airtel Broadband Services DSL Network. If these requirements are met, the Customer must also provide an unsubscribe function on their web site (and make this function known to recipients in the relevant e-mails) which allows those recipients to elect to be removed from that mailing list. The Subscriber agrees that he may be sent promotional offers/advertisements from the Provider and/or any person authorized

47

by the Provider from time to time where the subscriber uses the e-mail services hosted by the Provider. The following activities are also prohibited uses of the Airtel Broadband Services DSL network.
1. Sending e-mail, or causing e-mail to be sent, to or through the Airtel

Broadband Services DSL Network that hides or obscures the source of the e-mail, that contains invalid or forged headers or domain names or deceptive addressing.
2. Receiving or collecting responses from bulk unsolicited e-mail

whether the original was sent via the Airtel Broadband Services DSL Network or not or hosting a web site to which recipients of bulk unsolicited email are directed.
3. Relaying e-mail from a third party's mail server without permission or

which employs similar techniques to hide or obscure the source of the e-mail.
4. Collecting or harvesting screen names or e-mail addresses of others

for the purpose of sending unsolicited e-mails or for exchange ;

5. Sending large or numerous e-mails for the purpose of disrupting

other's computer or account.

6. Sending e-mail that may damage or affect the performance of the e-mail recipient's computer.

48

7. Persistently sending e-mail without reasonable cause or for the

purpose of causing annoyance, inconvenience or needless anxiety to any person. Airtel Broadband Services DSL is serious about working towards eliminating Spam from traveling through its network, whether originating from a customer of Airtel Broadband Services DSL or not. If Airtel Broadband Services DSL considers that this Policy has been violated, Airtel Broadband Services DSL reserves the right to take all legal and technical steps available under the Internet Access Services Agreement including suspending or disconnecting a customer's service. Airtel Broadband Services DSL does not provide mail relay service to customers owning their own domains. This means they are not allowed to use Airtel Broadband Services DSL mail servers as their mail gateway. Airtel Broadband Services DSL considers any mail with recipient list exceeding 15 (Fifteen) as bulk mail. Airtel Broadband Services DSL may block such bulk mails without assigning any reason whatsoever. It is recommended that the customer configure his/her own servers to send such bulk mails. However, the customer is free to use Airtel Broadband Services DSL provided E-mail ids like username@airtelbroadband.in and permitted domain names hosted with Airtel Broadband Services DSL. Upon disconnection, customer must return the Public IP Addresses allotted to him/her by Airtel Broadband Services DSL. The Customer will take all necessary steps to prevent virusinfected mails from reaching/originating from, his/her systems. In case the customer does not prevent
49

virus-infected

mails

from

reaching/originating from, his/her systems, after two warnings, Airtel Broadband Services DSL will have the right to terminate the service Without any obligation. The following policy guidelines are applicable to all the users who are using Airtel Broadband Services DSL mail services:
only mails from airtelbroadband.in domain and allocated domains will

be accepted at Airtel Broadband Services DSL mail servers. For this mails should carry from address as username@airtelbroadband.in or any valid allocated mail domain.
Authentication is mandatory for both incoming as well as outgoing

mails. Un-authenticated mails will be dropped. E-mails with attachments size more than 2 MB will not be permitted.
Airtel Broadband Services DSL allows only certain attachments to be

sent through its mail servers. The following attachments are not allowed: . Exe, .com, .bin, .cab, .bat, .dat, .vbs, .js, .url, .scr, .reg, .pif
In addition, Internet e-mail sent, or caused to be sent, to or through

the Airtel Broadband Services DSL Network that makes use of or contains invalid or forged headers, invalid or non-existent domain names or other means of deceptive addressing will be deemed to be counterfeit. Any attempt to send or cause such counterfeit e-mail to be sent to or through the Airtel Broadband Services DSL Network is unauthorized.
50

 Similarly, e-mail that is relayed from any third party's mail servers

without the permission of that third party, or which employs similar techniques to hide or obscure The source of the e-mail is also an unauthorized use of the Airtel Broadband Services DSL Network.
Airtel Broadband Services DSL does not authorize anyone to send e-

mail or cause e-mail to be sent to the Airtel Broadband Services Network that violates Airtel Broadband Services.
Any mail with recipient list exceeding 15(Fifteen) will be considered as

bulk mail.
Airtel Broadband Services DSL reserves the right to take all legal and

technical steps available to prevent unsolicited bulk e-mail or other unauthorized e-mail from entering, utilizing or remaining within the Airtel Broadband Services DSL Network.
Nothing in this policy is intended to grant any right to transmit or send

e-mail to, or through, the Airtel Broadband Services DSL Network.

Airtel Data Service's failure to enforce this policy in every instance in

which it might have application does not amount to a waiver of Airtel Data Service's rights

51

Information about Airtel Broadband Routers

MTNL Broadband BSNL Broadband News Television and Media the World Reliance Infocomm Airtel Hutch Idea GSM Service Spice Telecom CDMA Service Providers Internet Protocol Television Telecom News DSL Broadband Service Providers BSNL Data one Airtel Touchtel Broadband Reliance Broadband Tata Indicom DSL MTNL Triband Other DSL Broaband Services Cable Internet Services Sify broadband services in state Express News Service Ludhiana March BHARTI Telecom launched Airtel broadband and telephone services for telephone leased lines internet and many other services Bharti Group to enter Internet Protocol TV market replies Airtel Broadband is available in New Buisness plans from airtel announced New service from airtel for a larger share of the broadband internet service market in the state http www.asiamedia. ucla.edu article.asp? parentid MAGINDIA MTNL BSNL effect Airtel to alter broadband rates on the Touchtel Airtel Broadband kbps com Infocomm Broadband called customer service. My Experience with blogspot.com internet prahasanam.html Sify VSNL. None of these is Fiber optics network from the service provider to their POPs in different territories. Aortal has a much better underground Telecom News DSL Broadband Service Providers BSNL Data one Airtel Touchtel Broadband Reliance Broadband Tata Indicom DSL MTNL Triband Other DSL Broadband Services Cable Internet Services Sify broadband Airtel offers a great plan for Unlimited broadband as far as I know and no internet watch filters to prevent from visiting any site.
52

Features of AIRTEL Broadband

Power Surfing Reliable & Secure Scalable Instant Connectivity High on Value, Low on Cost Customer Support Talk 'n' Surf

Power Surfing Whether it is connecting to the net, surfing or downloading heavy files, high-speed Internet access changes your Internet experience. With speeds of up to 512 kbps (@work) and 256 kbps (@home), it's the most advanced broadband experience in India.

Reliable and Secure

The Aortal Data Services infrastructure and end-to-end digital network of underground copper cable lines ensure an extremely robust

53

connection that eliminate the risk of damage and guarantee a wholly reliable Internet connection.

Further, superior server technology and a dedicated port provide total security to data storage and information exchange through the Internet

Scalable

Aortal Data Services offers you a wide range of tariff plan packages that suit your needs; with the flexibility to scale up your connections as your needs and your business grow. The ease of up gradation and the price-performance value in each package makes an Airtel Data Services connection sound business sense

Instant Connectivity

An always-on Airtel Data Services connection means that the Internet is instantly available anytime on your desktop. No more modem connections that seem to take forever. No more busy signals and no more sharing of bandwidth with an invisible population.

54

High on value, low on cost

At a speed of up to 512 kbps, the internet connection of Airtel DSL is approximately 300 times faster than 24.4 Kbps modems, 100 times faster than 56 Kbps modems and 70 times faster than 128 Kbps ISDN. It comes with two built-in static IP addresses to facilitate scalability. You can configure your own mail or web server or even your own mail. domain without adding any significant burden to your capital expenditure Airtel Data Services HOME packages are available for as low as Rs 200/- and the WORK package starts at Rs. 2495/- .

Customer Support

We promise a 24 x 7 customer support service. We try to live up to this promise and realize that the best intentions are sometimes unfulfilled. To help us serve you even better, we look forward to your feedback. Your suggestions for improvement, brickbats and even an occasional bouquet, will only help us realize our promise!

55

Talk & Surf With Airtel Data Services users can talk and surf the internet at the same time, via a single telephone line. An Airtel Data Services connection does not block existing telephone lines and allows one family member to use the phone while surfs the net. No more missed calls and no more fights!

1. Play games online

Play exciting games on internet without the lagtime your get with a dial-up connection. Challenge other player and make moves at lightning speed with unlimited access. Crankup the excitement with fast response times. Download the latest demo, patch, or even host your own games online.
2. Online shopping

Give your entire household the flexibility they need to get life down online. Steal great bargains and avail discount online, book tickets, purchase gifts for loved ones without disconnections, gain shopping benefits such as convenience and time saving, better information and price saving.

56

3. Movies, videos and more

With DSL you can use high speed connection to take advantage of video clips and sound by the offered on your favourite web sites. Watch br3eaking news. View clips of current event you may have missed. Preview trailers from the latest movies.
4. Online education

For distance countries to work around your schedule ,full about to eeducation, e-zones , employments center academic counseling open up around new world of extended learning education at the fast and easy way.

5. Meet new people, chat and e-communities

Meet when you are in the hard to crack with situation or make new friends. DSL ensure you stay connected with new communities around new world of communities and zip you into the world of communities and interaction in chat rooms, bulletin board.

57

Value added services provided by Airtel DSL

Have you gone wireless? Chances are that your new laptop has. And its not about technology really, its simply about convenience. Wireless also means that there are no wires connecting the company PCs and your laptop is a click away into your corporate LAN. What makes the Broadband Service from Airtel enabled by DSL technology a good WiFi choice?

Be in control of your Home and Business with Airtels video surveillance solution. It's like being there! 24 hours a day, 365 days a year. A PC based multi-channel solution that utilizes the most
58

advanced digital video compression technologies to bring you the highest still picture quality and video clarity.

Objective of the study

An objective is the most important part of a research .The objective is the bulls eye, which a researcher has to hit. The objective determines the path on which a researcher has to walk on, and help him/her by not devatining from the path. This training as per scheduled under syllabi has been laid main emphasis on etting aware with practical environment of an organization and specifically with the concerned department related to the specialization. There are certain sequentially laid down objectives stated as under To integrate theoretical knowledge with practical orientation through assignment. To get aware with the procedure of marketing department. To know how the functions passes through other departments in relation to marketing departments. To get habitual with the stressful working conditions. To become familiar with the formats of different documents and their meaning.
59

 To know departments decision effect on the marketing department and vice-versa. To concide each functioning with the marketing perspective. Try to generate new ways of performing a task. To differentiate the practical task from theoretical knowledge.

To

know

organizational

structure

and

specifically

marketing

department.

The main objective of this project was to ascertain reasons of Deactivation of Airtel Broadband connection. The project also intends to highlight the various dimensions involved in the decision of the customer to disconnect the Airtel Broadband connection.

60

Research Methodology

Sample Size

: 100 : 77(Male) : 23(Female)

Sampling
Method of Data Collection Research Design

: Random Sampling
: Questionnaire Method

The design in such studies is rigid and not flexible and must focus attention on the following: 1) Formulating the objective of the study. 2) Designing the methods of data collection. 3) Selecting the sample. 4) Collecting the data. 5) Processing and analyzing the data. 6) Reporting the findings.

61

Data Sources:

Primary Data: - was collected through Survey and direct interviews.

Done with the customers which have the Airtel DSL connection. The questionnaire was a good source of primary data.
Secondary Data: - several magazines, newspapers, press monitors at

AirTel and other secondary sources of data were referred. Manuals in the organization were also consulted.
Sampling Unit: -Population Age Group

The

15-25 25-35 35-45 Above 45

: 03 : 52 : 35 : 10

Qualification

Intermediate Graduate Post Graduate Technical

: 02 : 27 : 38 : 33

62

Customer Class Student Professor : 08 : 17

Businessman : 37 Other : 38

This sampling unit was identified from the list of those subscribers who have Airtel DSL connection.

The Researcher made the Personal Interview to the customers who have AirTel DSL Connection. After collecting the data the researcher analyzed it and presented the findings in the form of graphs, which are shown later in the report. Following parameters were taken into consideration:
I. Technical Response (a) Connection Related (b) Net work Related II. Service Related III. Customer Care IV. Cost of using Airtel (Money, effort and time) V. Information learned/ heard

63

An attempt has also been made to ascertain the loopholes in customer care services and to pin point the drawbacks through the following dimensions i.e. Large Queue time Discourteous Not Responsive

64

Analysis of data

Customer Group:

Age Group:
15-25 3% 52% 25-35 35-45 35% 10% Above 45

1% 38%

3% 15-25 25-35 35-45 Above45

58%

65

Gender :

Male 77%

Female 23%

77% 80% 60% 40% 20% 0% 1 23% Male Female

66

Qualification :

Intermediate 2%

Graduate 27%

Post graduate 38%

Technical 33%

33%

2%

27%

Intermidiategradu ate Graduate post Graduate

38%

technical

Designation :
67

38%

8% 17% 37%

student professional

Student 8%

Professional 17%

Businessman 37%

Other 38%

68

1) Graph for the level of awareness about DSL services provided By Airtel

Response Yes No

%Age 100 0

%age Slice 2 Slice 3 Slice 4

The analysis gives a result that 100% of the DSL subscribers are aware about the DSL technology and services provided by Airtel.

69

2) Satisfaction level of the subscribers for the bandwidth provided by the Airtel DSL

Response
Excellent Good Average Poor

%age level of satisfaction

16 60 23 01

24%

0% 10%

66%

excellent good average poor

The data analysis gives a positive response about the speed of the websites The table and chart show that maximum subscribers are satisfied with the speed of the surfing via Airtel broadband. A few of extremely happy with the surfing speeds that are approx 512 kbps, while a few gave average response to the speed factor of Airtel. It is notable that none of the DSL subscribers are dissatisfied with the speed of the running websites.

70

3) Table for the speed of the websites running on the DSL connection of Airtel

Response Excellent Good Average Poor

%age Level of satisfaction 10 66 24 00

24%

0%

10%

66%

excellent good average poor

Airtel is providing a wide range of services via its broadband the analysis of the above data shows that its services are quite up to mark for most of the subscribers. A majority of the subscribers find the services good while 17 % find them at average, and only 4 % of the total sample under study found it poor which in itself is quite negligible for such a large network coverages

71

4) Graph for the satisfaction level of the subscribers in context with the service levels of the provider.

Response Excellent Good Average Poor

%Age of satisfaction level 39 40 17 4

17%

4% 39% excellent good average poor

40%

72

5) Graph for the satisfaction level of the subscribers in context of value added service

Response
Excellent Good Average Poor

%Age of satisfaction level

45 32 16 7

16%

7% 45% excellent good average poor

32%

73

6) Graph for Satisfaction in relation to explanation of Tarrif plans and schemes

response
Excellent Good Average poor

%age of satisfaction level

33 54 10 03

74

60% 50% 40% 30% 20% 10% 0% 33%

54%

excellent good average poor

10% 3% 1

7) Graph for friendliness and responsiveness of sales person

response
Excellent Good Average poor

%age of satisfaction level

23 64 11 02

75

11%

2%

23% excellent good average poor

64%

8) Graph table for Satisfaction in relation to commitment made by sales person

response
Yes NO

%age of satisfaction level

67 33

76

33% Yes No 67%

9) Graph for quality of installation work inside

response
Excellent Good Average poor

%age of satisfaction level

12 67 20 01 77

20%

1%

12% excellent good average poor 67%

10) Graph for advice on preventing problem recurrence

78

response
Excellent Good Average poor

%age of satisfaction level

24 46 27 03

27%

3%

24%

46%

excellent good average poor

11) Graph for presentation of installation personnel

79

response
Yes NO

%age of satisfaction level

82 18

18% Yes No 82%

12) Graph for visit of installation team at a time convenient

80

response
Yes NO

%age of satisfaction level

56 44

44% 56%

Yes No

81

13) Graph for complain about any of the problem in the installation report

response
Yes NO

%age of satisfaction level

76 24

24% Yes No 76%

82

14) Graph for quality of information provided by the call center executive

response
Excellent Good Average poor

%age of satisfaction level

11 58 27 04

4% 27%

11% excellent good average poor

58%

83

15) Graph for visit of someone to repairing fault

response
Yes NO

%age of satisfaction level

56 44

44% 56%

Yes No

84

16) Graph for rating the problem was solved

response
Excellent Good Average poor

%age of satisfaction level

23 45 17 15

15% 17%

23%

45%

excellent good average poor

85

17) Graph for attitude of the customer care executive

response
Excellent Good Average poor

%age of satisfaction level

23 54 15 08

86

60% 50% 40% 30% 20% 10% 0% 23%

54% excellent good average poor

15% 8% 1

18) Graph for satisfaction in relation to time taken to solve problem

response
Excellent Good Average poor

%age of satisfaction level

33 38 14 15

87

15% 14%

33%

38%

excellent good average poor

19) Graph Table for understanding messages in advertising

88

response
Excellent Good Average poor

%age of satisfaction level

27 59 12 02

12%

2%

27%

59%

excellent good average poor

20) Graph for extent of help provided in growing business 89

response
Excellent Good Average poor

%age of satisfaction level

31 48 20 01

20%

1%

31%

48%

excellent good average poor

90

21) Graph for Overall quality of services

response
Excellent Good Average poor

%age of satisfaction level

32 39 26 04

average 26%

poor 4%

excellent 32%

good 38%

excellent good average poor

91

22) Graph for value for money

response
Excellent Good Average poor

%age of satisfaction level

28 38 33 01

92

1% 33%

28%

38%

excellent good average poor

23) Graph for receiving regular mailers or other communication

response
Yes NO

%age of satisfaction level

58 42

93

42% 58%

Yes No

24) Graph for in relation to recommend the Airtel DSL to other friends and relatives

response
Yes NO

%age of satisfaction level

67 33 94

33% Yes No 67%

25) Graph for the rate Airtel, BSNL, Sify and Reliance on a scale of 1-4

Telecom

1 95

Co. Airtel BSNL Sify Reliance

33 27 24 17

34 21 32 13

15 30 21 34

18 22 24 36

40% 33% 34% 30% 20% 10% 0% Airtel

32% 27% 30% 21% 22% 24% 24% 18% 15% 21% 17% 13%

34%36% 1 2 3 4

BSNL

Sify

Reliance

96

FINDING
1. The analysis gives a result that 100% of the DSL subscribers are

aware about the DSL technology and services provided by Airtel. The data analysis gives a positive response about the speed of the websites.
2. The table and chart show that maximum subscribers are

satisfied with the speed of the surfing via Airtel broadband.

3. A few of extremely happy with the surfing speeds that are approx

512 kbps, while a few gave average response to the speed factor of Airtel.
4. It is notable that none of the DSL subscribers are dissatisfied

with the speed of the running websites. Airtel is providing a wide range of services via its broadband the analysis of the above data shows that its services are quite up to mark for most of the subscribers. 5. A majority of the subscribers find the services good while 17 % find them at average, and only 4 % of the total sample under study found it poor which in itself is quite negligible for such large network coverage. The data of the above table reveals the fact that maximum percentage of the subscribers under study receives good marketing support from the DSL.

97

6. 32 % of the total population are satisfied with the support ,16 % admire the support system to an average while only 7 % of the total are dissatisfied with the marketing support provided by the DSL which may be due to several socio economic factors

98

RECOMMENDATION
1. Airtel needs to improve awareness of the customer in relation to Airtel Broadband connection. Some customer has no information about Airtel DSl broadbandss Tariff plans and new schemes which is very useful for him. 2. Another problem for the customer is somepeple are think Airtel DSL connection is very expensive, it is because of his unawareness. Thus it is very necessary to concentrate on advertising if messages. 3. Another problem, customers are satisfied with mode of payment of bill. But customers have billing related problems. According to the analysis many customers have faced the problem of wrong and over charged bills, which made them go through lots of harassment. 4. Regular visit of place where DSL connection is installed, it makes subscribers to think that Airtel worried about his subscribers.

5. Customers are dissatisfied with customer care due to take long

time for solve the problem and quality of information provided by the customer care executive are not satisfied for the customer.

99

CONCLUSION
Although for the organizations betterment its executives are working hard and trying to serve in the best possible manner with their collegous and they all are very qualified and experienced.soorganisation must extract optimum from them. Because of its well framed working, the organization has unique position in the country. As per the study because of short deviation it is very difficult to cover infect one small topic as it has many diverse things to know. So as far as possible I tried in a better way to know as much as possible. The observations and suggestions are based on the queries and review of work procedure as much I came to know. There may be some lack nesses in it, but as per knowledge it has been dealt as such. As this is my first experience to get familiar with the organization and due to matters being confidential, there may be some things that I couldnt extract. Although it is a very good experience for me, which will help me throughout my life

100

ANNEXURE

QUESTIONNAIRE
1 Are you aware with DSL services provided by Airtel BBTS ? 1. Excellent 2. Good 3. Averages 4. Poor 2 Explanation of Tariff plans, schemes and benefits. 1. Excellent 2. Good 3. Averages 4. Poor 3 Are you satisfied with the bandwidth of your Airtel DSL connection? 1. Excellent 2. Good 3. Averages 4. Poor 4 Are all websites running equally fast on your DSl connection? 1. Excellent 2. Good 101

3. Averages 4. Poor

Are you satisfied with the service level of the provider? 1. Excellent 2. Good 3. Averages 4. Poor

Are you satisfied with the overall quality of marketing support that you receive from the DSL connection? 1. Excellent 2. Good 3. Averages 4. Poor

Friendliness and responsiveness of sales person. 1. Excellent 2. Good 3. Averages 4. Poor

Were all commi5tments made by the sales person fulfilled? (Y/N) 1. Excellent 2. Good 102

3. Averages 4. Poor

Quality of installation work inside. 1. Excellent 2. Good 3. Averages 4. Poor

10

Did you complain about any of the problem in the installation report? (Y / N) 1. Excellent 2. Good 3. Averages 4. Poor

11

Did the installation personnel look presentable? (Y/N) 1. Excellent 2. Good 3. Averages 4. Poor

12

Did the installation team visit you at a time convenient to you? (Y/N) 1. Excellent 2. Good 3. Averages 103

4. Poor

13

Quality of information provided by the call center executive. 1. Excellent 2. Good 3. Averages 4. Poor

14

How do you rate the way problem was solved. 1. Excellent 2. Good 3. Averages 4. Poor

15

Friendly or courteous attitude of the customer care executive. 1. Excellent 2. Good 3. Averages 4. Poor

16

Did someone visit your place for repairing any fault? (Y/N) 1. Excellent 2. Good 3. Averages 104

4. Poor

17 Are you satisfied with time taken to solve your problem? 1. Excellent 2. Good 3. Averages 4. Poor 18 Do you receive regular mailers or other communication?(Y/N) 1. Excellent 2. Good 3. Averages 4. Poor 19 Ease of understanding messages in advertising. 1. Excellent 2. Good 3. Averages 4. Poor 20 Extent of help provided in growing your business. 1. Excellent 2. Good 3. Averages 105

4. Poor

21

Overall quality of services. 1. Excellent 2. Good 3. Averages 4. Poor

22

Value for money. 1. Excellent 2. Good 3. Averages 4. Poor

23

Advice on preventing problem recurrence. 1. Excellent 2. Good 3. Averages 4. Poor

24

Would you like to recommend Airtel to your friends & relatives? 1. Excellent 2. Good 3. Averages 4. Poor 106

25

How would you rate sify, Reliance, Airtel & BSNL on a scale of 1-4? 1. Sify 2. Reliance 3. Airtel 4. BSNL

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BIBLIOGRAPHY

www.airtelworld.com www.google.co.in www.economoicstimes.com

www.bharti.com
Research Methodology C.R.Kothari Marketing Management Philip Kotler

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