HISTORY OF AIRTEL

Air-tel is a part of Bharti cellular Limited. Mr. Sunil Bharti Mittal is

established this company. Mr. Sunil Bharti Mittal is the chairman and the
managing director of the bharti cellular limited. 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 10.20 million total customers which constitute,
approximately 9.41 million mobile and approximately 787, 000 fixed line
customers as of November 30, 2004.

Air-Tel has been immeasurably strengthened by its partnership with British

telecom U.K. and telecom Italia of Italy. Air-Tel services are in technical
alliance with Ericsson, has provided Air-Tel subscribers with a truly word
class network.

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BOARDS OF DIRECTORS
MR. SUNIL BHARTI MITTAL
MR. RAKESH BHARTI MITTAL
MR. RAJAN BHARTI MITTAL
MR. AKHIL GUPTA
MR. LUNG CHIEN PING
MR. LIM TOON
MR. CHUA SOCK KOONG
MR. DELIP PATHAK
MR. BASHIR ABDULLA CURRIMJEE
MR. DONALD CAMERAN
MR. N KUMAR
MR. PULAK PRASAD
MR. PAUL O’SULLIVAN
PROF V.S. RAJU
MR. KURT HELLSTROM

ABOUT THE FRANCHISEE

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I have undergone an in plant training at “Airtel” post-paid in Bijapur. “Surya
Associates” is the franchisee for the Airtel post-paid service in Bijapur,
which is been running by Mr. Ulhas.Arakeri and partners, which is situated
at jadhav complex near ram mandir Bijapur, which is considered as the
market place.

“Surya Associates” came into existence on January 2003 with the

investment of Rs 4,00,000/-. “Surya Associates” is a partnership firm which
is been running by five partners and the entire amount of investment is made
by the partners only. They never borrowed any type of laon from banks or
from any financial institutions.
Here in this “Surya Associates” we can find six department and they are as
follows.

Billing department
Retention and Activation department
Marketing department
Customer care department
Collection department
Administration department

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Mr. Ulhas. Arakeri and partners have been engaging the product business.
They have the business of Solarised water heater, floor tiles and construction
materials etc. They have a very good business in Bijapur city by the name of
Arakeri and sons. After getting success in selling the product they diverted
their minds to service industry. So they started selling the service also just
like Mr Mittal did. Mr Mittal diverted his mind from product to service
industry. They are very much impressed with the Mr Mittal’s personality.
That’s why Mr Arakeri and partners selected Mr Mittal’s service, which is
named as “Air-Tel” which is part of Bharti Company.

At the bigning the “Surya Associates” was considered, as small frenchisee

that time the montky target for those was 30 activations per month. After
getting success the “Surya Associates” was promoted as big frenchisee. Now
the sale target is increased upto 80 activations per month. Being a big
frenchisee Mr Arakeri is to be in contact with the regional office, which is
situated in hubli.

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 THE OBJECTIVES OF FRANCHISEE ARE AS FOLLOWS:

1. To satisfy the customer.

2. To achieve the sales target.
3. To promote the service.
4. To solve the problem of the customer.
5. To increase the sales.
6. To acquire more market share.
7. To increase the profit.

Whenever they get any complaints from the customer they take proper steps
to solve that problem and they cal to regional office and register the
complaints.

To attend and solve the problems of customer the “Surya Associates” have
appointed a person to handle the customer care department. They see the
communication and the attitude of the person before selecting him/her for
handling the customer care department.

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They also provide the training for the person who is going to handle the
customer care department. The traning is given in the frenchisee office and
as well as in the regional office in the hubli.

Mr Arakeri is always in contact with regional office. He regularly or daily

gives feed back to the regional office. He always gives the report of
performance of the employees and the new appointment of the employees
and the information of the employees who are going to quit the jobs. He
always uses mobile and Internet to give feed back to the regional office.

Every evening the “Surya Associates” sends all the documents of activation,
checquee and demand draft as the activation fees and deposite which is been
collected from the new subscribes. All these documents and cash or cheques
have to be sent by the courier daily to the regional office hubli for the
purpose of activation.

At the time of emergency they usually contact to the area sales manager Mr
Vinay who is appointed by the regional head office or they usually contact to
the following persons.

Name Designation
Mr Sanjay verma Zonal sales manager

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Mr Ananth In charge of north Karnataka
division
Mr jagadesh kini In charge of Karnataka state

“SURYA ASSOCIATES” AT GLANCE:

NAME: SURYA ASSOCIATES

ESTD ON: JANUARY 2003
NAME OF THE PROMOTERS: MR ULHAS ARAKERI
MR BASAVARAJ
MR MANOJ
MR SURESH
MR RAMESH
NAME OF THE ACTIVITY : MOBILE SERVICE, FRANCHISEE OF
“AIR- TEL” POST-PAID SERVICE
LOCATION OF THE OFFICE : JADHAV COMPLEX, RAM
MANDIR
ROAD CROSS BIJAPUR
PHONE: 08352-222298

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 ACHEVEMENTS
I
Air-Tel has introduced the first CDMA service in India by the brand name of
TOUCTEL.
Air-Tel has introduced the first 64k SIM in India
Air-Tel has become the wider network provider service in the world by
covering 137 countries and 337 global networks.
Air-Tel has become the deeper network provider service in India by
covering 16 Indian states and 1400 towns.
Air-Tel has become the no 1-service provider in Karnataka by achieving 1
million subscribers.
Air-Tel has become the largest coverage provider service in Karnataka by
coveg 230 towns.
Only Air-Tel has introduced the E-Recharge service in India.
Air-Tel has introduced the Hello tunes service.

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 Air-Tel has introduced roaming network in 1004 cities in India.
107 countries and 222 networks across the world.

Methodology

Methodology means the method, which we use in our Project report to get
the information. Always methodology plays very important role while
preparing project report. So every professional use proper method to get
the accurate information.

The kinds of methods I have used is as follows:

 Primary Method
 Secondary Method
 Survey Method

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 To know the customer satisfaction towards “Air-tel”- Post-paid a market
research was conducted at Bijapur city.

1] Primary Data: -

Primary data means the data, which is collected specially for the
project at hand directly through the questionnaire and personal interview.

By this method I the information of the “Air-tel” “post-paid” office in

Bijapur city which is suitated recently. It has been started in January 2004
named as “Surya Associates” and which is the franchisee for the “Air-tel
post- paid” and I have collected information from them. They gave me
details about tariff plans, New Schemes, etc and competitors of “Air-tel
post-paid”.

2] Secondary data: -

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 Secondary data are generally published sources, which have been
originally for some other purpose they are not gathered specially to achieve
the objectives of the particular research project at hand, but already
assembled.

Here information of about “Air-tel” pos -paid was collected thorough

the company profile, reports and manuals of the Bijapur office and I have
collected the information thorough the sales records of the “Surya
Associates” and other information I have collected from magazines,

brochures, pamphlets.

3]Survey Method :-
.
The method used to collect data for the study was through survey.
Survey is a systematic method of collecting information directly from the
respondents and it’s been thorough personal interview, the information is
collected in face to face situation.

a) Questionnaire Method: - In this method I have prepared some set of

questions to the customers who are the subscriber of “Air-tel post- paid” to
know the customer satisfaction of “Air-tel post-paid”

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i) Sampling Element: - Customer satisfaction towards “Air-tel
post-paid”.
ii) Sampling Unit: - Customer of “Air-tel post-paid “
iii) Population: - Bijapur city
iv) Sample size: - 50 customers of “Air-tel post-paid”

Conclusion

Fare and away the prize that life offer is the chance to work hard at
something worth doing. This conclusion for “Air-tel post –paid” is very
much portial.

“Surya Associates” is franchisee premium dealer for the “Air-tel post-

paid” service for the Bijapur city. Mainly this franchisee deals with the post-
paid service.

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 According to survey conducted in Bijapur city and my overall
research work done on this firm, under topic named “ Customer
Satisfaction” found satisfactory.

I found that most of customers of “Air-tel post-paid” are satisfying

this service only because of its coverage outside the city limits. But some
customers are at satisfied by roaming facility because of high tariff. So there
should also be good tariff plans specially in roaming facility and attractive
schemes to the customers.

Lastly I would like to conclude that it is found most of the “Air-tel”

customers are happy with the service received. Besides this BSNL, Hutch,
Reliance and Tata Indicom companies are competing with Air-tel, But

because of Air-tel’s coverage is more so there is more market share than the
above. Even then Air-tel is trying hard to attract the customers by
introducing new plans and schemes to capture the market.

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Suggestions

Suggestions play very important role in every project. So the

suggestions here I gave as under

1) I suggest that they should cover good network and coverage than
BSNL.
2) They should reduce the tariff by this they can have more market share.

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3) They should give more attention towards roaming facility.
4) They should reduce the tariffs of roaming.
5) Roaming call rates should be economical.
6) There should new plans and offers to youths.
7) There should be good coverage on all the highways.
8) The office staff should build good relations with their customers by
clarifying their doubts and problems about “Air-tel post-paid service”.

Limitations

At the time of My Project work at “Air-tel” I was restricted with some

limitation to do my project. The limitations are as follows:

1] The time limit given to me by the organization was not sufficient to

collect more

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 Information.
2] During the time of personal interview the subscribers were busy in
their work
Instead of which I didn’t get sufficient information.
3] It was difficult to meet the “Air-tel post-paid” subscribers.
4] I face the problem of getting the permission for doing this project.
5] There was no co-operation from the “Air-tel” office to some extent.
6] There was wastage of time of getting “Air-tel post-paid” customers.
Per day I was
To get only 2 to 8 subscribers to fill the questionnaire.
7] The survey was conducted only in Bijapur city about “Air-tel post-
paid”. So the
information collected is not sufficient to know the overall picture of
“Air-tel post-
paid” network.

Scope of the Project

1] This project is helpful to compare the practical study and theoretical

study.
2] Through this study I came to know the competition of “Air-tel”.

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3] By this project work I came to know the market.
4] As we are the future managers, manager work is always seeking
information to base
decision.
5] The main object is to study the marketing research of topic “Customer
satisfaction
towards “Air-tel post-paid”.
6] By doing this project I gained lot of knowledge that how “Air-tel” works.
7] By this I came to know where Air-tel is facing problems and where it is
having opportunities in post-paid.

Bibliography

Sl.no Name of the book Author

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 1) Marketing Research & practice Dell Hawkins &
Dnald T

Magazines
Air-tel annual report

Internet websites
www.google.com
www.Air-tel.World.com

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Declration

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 I Miss Meenakshi. G here by declare that this project entitle
“Customer satisfaction” towards Air-tel “post-paid” is proposed in
fulfillment of the requirement for the award of degree in B.B.A during the
year 2005-06 under the guidance of Mr. D. S. Biradar. And I have not
submitted the project report to any other university or institution for the
award of any degree of diploma.

Place : Bijapur
Date :
K.U.D Reg No : 03318005

Miss. Meenakshi. G

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ACKNOWLEDGEMENT

The success of this project lies in the hands of many persons who had
helped me and guided me in the completion of this project. I would like to
express only deep sense of gratitude to Mr. Basavaraj Hodlur partner of Air-
tel Bijapur for giving me an opportunity for the research work entitled
customer satisfaction towards Air-tel “post-paid” in their organization.

I also extend my gratitude towards all other staff whose names are not
mentioned in this acknowledgement that was the drops of this ocean. The
ocean means the project work done by me.

I also express my deep sense of gratitude and depthless to Mr. M. T.

Kotnis head of the department of SIB Bijapur for his valuable suggestion,
acknowledgement which where imperative for the completion of this
research work and I am also grateful to MR. D. S. Biradar who had been
given useful suggestions during the research work.

Finally once again thanks to all of them who were behind the
completion of this project. The blessing of any parents and friends were their
continuous source of encouragement helped me lot during the course.

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 Miss Meenakshi. G

GRAPHICAL REPRESENTATION OF THE

QUESTIONNAIRE

Functional Area Analysis

Introduction:

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 Here we gather information of particular department where the work
is to be performed. To know the process of the work and their objectives we
have to enter into the area where the work is going on. This is known as
functional area analysis we have to analyse their. In “Surya Associates “
there are as follows :

1) Customer care department.

2) Marketing department
3) Billing
4) Retention and activation department
5) Collection department
6) Administration department

1) Customer care department

In head office they give much importance to customer care
department. Here in this department the work is very hard they should
struggle muck. Because here they should solve the problems of the
customers. If the customer is having confusion regarding billing.

Objectives :

1) To solve problems of customers

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2) To maintain good relationship with customer
3) To attend the customers tariffs, value added services, filling date,
paying bills etc.
To solve these problems customer case department is formed. Here the
main work of customer care is to overcome the problems of the
customers. Here in head office they provide training to the person who
is going to handle the customer care department. Because in bangalore
or any other developed cities people are busy in there work so they
can’t go to office and ask about their problems. So they contact
through internet and mobile. The person who is handling this
department they should have the basic knowkedge of computers and
they should have good communication skills, further the office is there
to train then the remainings things.

In “Surya Associates” Miss Savitri Amitani is the incharge

of this department.

2. Marketing department:-

Here this department handles all marketing activities of Air-Tel.

Because Success of every business depends on their marketing
abilities, So Marketing plays a very important role to increase the

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 market share. In this they try very hard to capture market in the sense
to capture large number of subscriptions. To handle this department
the person should have the good knowledge about the market and
competition. So Mr. Basavaraj Hodlur partner of Air-Tel himself is the
in charge of this department. He along with his other partners take
appropriate decisions relating to marketing the service.

Objectives:-

1. To capture the market

2. To market their services in effective manner.
3. To know the current market condition
4. To use the appropriate marketing strategies.
3. Billing Department:-

In this department the work is to look after the problems of the

subscriber regarding the bill. If the subscriber feels any difficulty is in
understanding the bill properly then he/she can contact to this department.
They will clarify all your doubts and misunderstanding about the bills to the
customer through SMS. First the detailed bill will be prepaid by the head
office billing department i.e. in Hubli then it will be dispatched to the
frenchisee billing department i.e. “Surya Associates” Their it will send to the

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 customers. The billing system is only for the “post paid “ Customers only. In
this department Mr Ravi Kumar is the in charge.

Objectives:-

1) To maintain detailed bill of the subscriber.

2) To solve the problems of subscribers regarding bill.
3) To intimate the subscriber in time about their by post or
through e-mail or through SMS.

4. Retention and Activation department: -

Here in this department all the retention and activations is handled.
Retention means the cancellation of the subscriptions. And activation means
subscribing the service. If the subscriber wants to cancel connection then the
subscriber has to approach this department. While if the subscriber for the
first time subscribes Air-tel then this department only handles activation.
Here Mr. Basavaraj Hodlur is the in charge of this department.

Objectives
i. To increase the activations.
ii. To solve the problems of the subscriber.

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 iii. To maintain all records of the subscribers.
iv. To know the reason for retentions from the subscribers
and to overcome from it.
5. Collection department: -
Here in this department all the bill of customers are collected. This
department receives the hard copies of bill, list of the subscribers who have
selected other modes of billing like, e-mail billing. This department informs
the subscribers about their monthly bills. This department delivers the copy
of the bill to the address of the subscribers. Here they daily collect the bill’s
amount and at the end of the day the collected amount and receipts is
couriered to head office Hubli. This is the routine work in this department.
Here Mr. Ravi Kumar is the incharge of this department and Mr. Suresh
Kalebag is the assistant to him.

Objectives: -
1) To maintain the records of bills properly.
2) To intimate the subscribers about their bills.
3) To collect the amount from subscribers in time.
4) To courier the day collected amounts and receipts in time.

6. Administrative department: -
Here this is the main department, which handles the entire activities of
the firm. This department finalizes all the decisions, policies and strategies

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which might be relating to the billing department, retention and activation
department, marketing department, collection department or customer care
department. This department comes under the top-level management. This
department solves each and every problems of the firm and all activities of
the firm. So Mr. Ulhas. Arakeri himself has taken the charge of this
department. And Mr. Arakeri is very knowledgeable person.

Objectives:-
1) To control the entire firm.
2) To take appropriate decision.
3) To make good planning and strategies.

Observation:
1) Telephone user no increased
2) How price war is benefiting customers
3) Here govt policy is famous of telecom expansion.

HYPOTHESIS

1) More than 50% of the people are aware of cellular service through the
television and friends.
2) More than 40% of the customers are purchased the Air-tel service on
the basis of coverage and network.

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3) More than 60% of the customers are fully satisfied with the service
provided by the Air-tel.
4) More than 40% of the customers are particularly satisfied with the
service provided by the Air-tel.
5) Less than 40% of the customers are not satisfied with the roaming
facility of Air-tel.
6) More than 75% of the customers are satisfied with the service of
customer care.
7) More than 70% of the customers are satisfied of Air-tel billing system.
8) Less than 10% of the customers are says that the coverage provided
by the Air-tel is not good.
9) More than 40% of the subscribers prefer BSNL mobile besides Air-tel
post-paid service.
10) More the 80% of the customers are ready to recommend the
Air-tel post-paid to friends and others.
11) More than 30% of the subscribers are prefer Hutch service
besides Air-tel post-paid.
12) More then 45% of the customers are using Air-tel post-paid
service from one year.
13) More then 10% of the customers are says the coverage provided
by the Air-tel is just ok.

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Opportunity identification
Now a days Air Tel has become the largest service provider in the Karnataka
state by covering near about 230 touns.presently Air Tel is on number one
position in GSM services. Most of the people are subscribing this service for
the coverage of the Air Tel.

Air Tel has been introducing different plans and offers from the beginning to
the satisfy its subscriber. For that reason now Air Tel has achieved this
position. Comparing to other services people prefer Air Tel much, concerting
this aspect Air Tel is improving its policies and its strategies to satisfy its
subscribers as well as to capture more market shares.

Now a days Air Tel has become the premium brand mobile service in the
Karnataka as well is India. Air Tel has captured about 80% in Karnataka. So
it has very good opportunities in next five years if it goes on maintaining its
quality service and if it tries to introduce new type of tariff plans to get more
market share.

Air Tel is serving its subscribers since from last one decade. It is known for
its quality service, for this purpose only more customers prefer Air Tel.

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Opportunities for Air-Tel
1. Air-Tel can introduce the lower tariff plans.
2. Air-Tel can introduce its post-paid service in rural places also.
3. Air-Tel can introduce the number of touvers in all the places
you provide more power full network.
4. Air-Tel can provide full coverage on the highways.

1. Air-Tel can introduce the lower tariff plans.

No doubt Air-Tel is on the number one position for a
long period of time. BSNL is reducing its tariff rate to get the number one
position in Karnataka. So Air-Tel also must and should reduce its tariff rates
to get more subscribers as well as to be in number one position.

2. Air-Tel can introduce its post-paid service in rural places also :

Air-Tel post-paid service is present in all the major cities in
Karnataka. So it has a very good opportunity to introduce Air-Tel post-paid
service in rural areas also.

3. Air-Tel can increase the number of towers in all the places :

In today’s world energy mobile service is facing network problem. So
many subscribers are not satisfied with those services. So by introducing
more number of towers Air-Tel can grab more market share as well as it can
satisfy its subscribers by providing powerful network and coverage.

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4. Air-Tel can provide full coverage on high-ways :
By providing the coverage on the highways Air-Tel can get still more
customers. For considering this coverage most of business more get diverted
towards Air-Tel.

RESEARCH PROCESS:

The Research process and research design:

The Research Process :

The Research process involves identifying a management problems or
opportunity into a research problem and collecting, analyzing and reporting
the information specified in the research problem.

The Research Design :

It is one of important step in the research design process. It is the
basic frame work which provides guidelines for the rest of research process.
It is a blue print according to which the research is to be conducted.

Steps in Research Design Process :

1. Define the research problem or opportunity.
2. Estimate the value of information to be provided by the research.

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 3. Select the data collection method (s).
4. Select the measurement technique.
5. Select the sample.
6. Select the analytical approach.
7. Evaluate the ethics of the research.
8. Estimate time and financial requirements.
9. Prepare the research proposal.

1) Define the research problem or opportunity.

The research has to identify that on which topic the research has to be
done. Here in this step the researcher has to clarify that whether the
research is an problem or opportunity.

In my research work I identify that there is an opportunity to Air-tel

“post-paid” in service sector, through the satisfaction level of the customer.
Here the first step of the research design process is satisfied.

2) Estimate the value of information to be provided by the research.

In this step the researcher should estimate that which information is required
to the reaserch work. It means what extent the information should be
collected by him.

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 I have collected the information which is relevant to the research
work. Here I have collected only that information which I can analyze the
opportunity of Air-Tel “post-paid” in the market.
3) Select the data collection method (s).
In this step the resecher should select method of collecting the data, which is
relevant to his/her research work. The methods of data collection are as
follows.
A) Primery data
B) Secondary data
C) Survey data
D) Experimental data

In this reaserch work I have selected primary data method, through

quationaire, secondary data and survey method ie through personal interview
of customwrs of the Air-Tel “post-paid” and employs of the Air-Tel office.

4) Select the measurement technique.

To select the measurement technique, the researcher has to use some method
to find out the behavior of the respondents towards the product or service.
A) Questionnaire
B) Attitude scale
C) Observation
D) Projective teqniques and depth interview.

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For collecting information and for finding out the behavior of the customers
towards Air-Tel “post-paid”, I have saved the following methods
1) Questionnaire
2) Observation
5) Select the sample

In this research work the sample plays very important role. Here sample
means a small part of people from whole population. Here sample is helpful
to know more avout the opportunity of Air – Tel “post-paid” in market and
satisfaction level to customers.
In this report I have taken the sample size of fifty ( 50 ) which include only
individual respondents and through this I came to know the attitude of the
respondents towards the Air – tel “ post – paid “ ( that is positive answers of
customers.

6) select the analytical approach :-

in this step the researches should convert the series of record data which is
collected through Questionnaire, Observation and survey method into a
meaningful manner it means he should convert raw data into clear and
meaningful way.

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In this research work whatever information I have collected through
Questionnaire, Observation and survey method I have converted that data
into a good and meaningful manner.

7) Evaluate the Ethic of the research: -

It is essential that marketing researcher restrict their research activities to
practice that are ethically sound.

I have used only those points or information which is related to Air – Tel
“post-paid”, only these all information are correct because, I have collected
by using some websites and manual which are provided by the company
itself.
8)Estimate time and financial requirement:-
in this the researcher should complete his work within the given
time and in reasonable cost because both the time and cost plays vital role to
the work at correct time and at correct place.
Here I have got only one motto for my research work and I
have collected all the required data through primary and secondary methods,
within the time.
9) Prepare the research proposal: -
It is the last step in research design process, in which the
researcher should prepare the proposal. This step involves a small summary
of all the steps, which are used to do the research work.

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 SYNAPSIS

1) Executive summary
2) About the company
a) History of Airtel
b) Board of directors
c) About the franchisee
d) Surya associates at glance
e) Achievements
3) Competition analysis
4) Functional area analysis
a) Introduction
b) Customer care department
c) Marketing department
d) Billing department
e) Retention and activation department
f) Collection department
g) Administration department
5) Opportunity identification

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6) Research process
7) Graphical representation of Questionnaire
8) Testing of hypothesis
9) Objectives of the research
10) Methodology
11) Findings
12) Conclusion
13) Suggestion
14) Limitations
15) Scope of the study
16) Bibliography
17) Annexure
a) Questionnaire
b) Coding sheet

FINDINGS

1) It is found that most of the customers are satisfied

2) The migration are delay service
3) In first activation there is delay service
4) More that 55% of the people are using Airtel service
5) The confirmed detailed bill gars delayed

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6) it is found that BSNL is giving good coverage and network than
“Airtel”

GRAPHICAL REPRESENTATION OF THE

QUESTIONAIRE

Q) 2. Since how long you have been a subscriber of Airtel?

Options Respondance Percentage

3 months 3 6%
6 months 12 24%
1year 26 52%
> 1 year 09 18%

Q.3) are you using any other mobile service before Airtel

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Options Respondance Percentage
Yes 26 52%
No 24 48%

Q.4) what made you to subscribe the Airtel service ?

Options Respondance Percentage

Tariff Plans 07 14%
Network 19 38%
Coverage 20 40%
Romaing Tariff 04 08%

Q.5) how did you come to know about Airtel ?

Options Respondance Percentage
T.V 09 6%
Posters 04 24%
Family 09 52%
Friends 29 18%

Q.6) Apart from Airtel which is your first choice ?

Options Respondance Percentage
BSNL 26 52%
Hutch 11 22%
Spice 06 12%

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Others 07 14%

Q.7 Besides Airtel which mobile service you know ?

Options Respondance Percentage
Spice 08 16%
Hutch 20 40%
BSNL 25 50%
Others 05 10%

Q.9) According to you which is the suitable media for communication .

Options Respondance Percentage
Internet 13 26%
Telephone 07 14%
Mobile 28 56%
Others 02 04%

Q.10) How do u feel about the tariff plans provided by the Airtel ?
Options Respondance Percentage
Excellent 12 24%
Very Good 04 08%
Good 20 40%
Average 14 28%

Q.11) Are you satified about the network provided by the Airtel in the city ?

Options Respondance Percentage

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Full satisfied 29 58%
Partially satisfied 18 36%
Fully dissatisfied 03 06%
Partially dissatisfied 00 00%

Q.12) How do you feel about the coverage provided by the Airtel ?
Options Respondance Percentage
Excellent 15 30%
Very Good 03 06%
Good 29 58%
Just OK 08 16%

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SECAB INSTITUTE OF BUSINESS
ADMINISTRATION
KUD