A Project Study Report On Titled A Survey Report on Airtel

Submitted in partial fulfillment for the Award of Degree of

Master of Business Administration

Submitted By :Amit Mishra MBA IIIrd Sem

Submitted To :Mrs. Ritu Dixit Faculty of Management

GYAN VIHAR ISBM, MAHAL JAGATPURA, JAIPUR 2010-2011

PREFACE
A Professional Course like Business Management is to gain theoretical knowledge and practical exposure knowledge to its application. A Survey report his offer to student a change to work in the environment of the corporate world. Therefore we have an opportunity to gain experience on practical aspects and theoretical knowledge. Survey Report is a necessary part of the fulfillment of the MBA Degree course. It helps the student to gain knowledge about various aspects of interpreting practical problem through application of concepts and techniques of management. While unfolding this project report graducally & logically in simple language emphasis made by conceptual understanding reasoning. A sincere effort has been made to bring about the fact and it is hoped that this report meets the jury expectation and the requirement.

ACKNOWLEDGEMENT
I am sincerely thankful to all those people who have been giving me any kind of assistance in the making of this project report. I express my gratitude to Mr. Brijraj Gautam (Sales Area Manager), who has through his vast experience and knowledge has been able to guide me, both ably and successfully towards the completion of the project. I express my gratitude, ISBM, Gyan Vihar Univers, Jagatpura, Jaipur. I would hereby, make most of the opportunity by expressing my sincerest thanks to Mrs. Y.K. Sharma, Dean Gyan Vihar of ISBM,. I would like to thanks my project guide Miss Reetu Dixit, Faculty Member, ISBM and all my faculties whose teachings gave me conceptual understanding and clarity of comprehension, which ultimately made my job more easy. Credit also goes to all my friends whose encouragement kept me in good stead. Their continuous support has given me the strength and confidence to complete the project without any difficulty. Last of all but not the least I would like to acknowledge my gratitude to the respondents without whom this survey would have been incomplete. I am also thankful to authority of Airtel for providing me the information.

(AMIT MISHRA)

EXECUTIVE SUMMARY
In spite of theoretical knowledge gained through classroom study, a person is incomplete if subjected to practical exposure of real corporate world, challenges and problem that one has to face at actual work place.MBA is an insight oriented training program. An incumbent learns the real functioning of knowledge in terms of practical application. A learners appreciable understanding plays the vital role in his/her management principles and practice simulation to prepare him or her for real business encounters. This Report intends to encapsulate our industrial training. It gives detailed account of our findings. This report gives concentric focus to To Study the a Survey Report on Airtel It is practical study of Distribution network, Channel Satisfaction and Consumer Buying behavior. The thrust point of study is to learn the various stages of distribution, its parameters and various factors which bring difference in sales. Our Retailer and customer survey questionnaire critically hints the importance of keep in touch marketing rule. Regular update and education of retailers and customers is important to make a tidal difference to sales and buying perception.

TABLE OF CONTENTS

Sr.no. 1 2 3 4 5 6 7 8 9 10 INTRODUCTION OF INDUSTRY COMPANY PROFILE CONCEPUTAL DISCUSSION RESEARCH METHODOLOGY DATA ANALYSIS SWOT ANALYSIS FINDING AND RECOMNDATION CONCLUSION BIBLIOGRAPHY QUESTIONNAIRE 6-7 8-23 24-38 39-41 42-63 64-65 66-67 68 69 70-72

INTRODUCTION TO INDUSTRY Important discoveries 1842: 1843: 1865: Wireless by conduction Early electromagnetic research, wireless by induction Induction and Dr. Loomis

Early radio discoveries 1879: 1880: 1910: 1924: 1937: D.E. Hughes and the first radio-telephone reception The photo phone and the first voice radio-telephone call The first car-telephone The first car-mounted radio-telephone Early conventional radio-telephone development

1880 - 1900: Radio development begins in earnest

The modern era begins 1946: 1947: 1948: 1969: 1973: 1978: 1980: 1981: 1982: 1990: The first commercial American radio-telephone service Cellular systems first discussed The first automatic radio telephone service The first cellular radio system The Father of the cell phone First generation analog cellular systems begin Growth of Japanese cellular development NMT -- the first multinational cellular system The rise of GSM North America goes digital: IS-54

1992 : Telecommunication sector in India liberalized. Private sector allowed participating 1993: The telecom industry gets an annual foreign investment Rs 20.6 million 1994: The government of India granted License for the Metropolitan cites of Delhi, Mumbai, Kolkata and Chennai. Cellular mobile service to be duopoly, under a fixed license fee regime for 10 years. 1995: 1995: 1997: 19 more telecom circles get mobile licenses Kolkata became the first metro to have a cellular network Telecom Regulatory Authority of India is set up

1998: Annual foreign investment in telecom stands at Rs 17,756.4 million. 1999: FDI inflow into telecom sector falls by almost 90% to Rs. 2126.7 million 1999: 1999: 2000: 2000: Tariff rebalancing exercise gets initiated National Telecom Policy is announced. FDI inflow drops further down to Rs 918 million coming Amendment of TRAI Act.

COMPNAY PROFILE BHARTI ENTERPRISES AN OVERVIEW

BHARTI ENTIREPRISES has been at the forefront of technology and has revolutionized telecommunications with its world class products and services established in 1976. Bharti has been a pioneering force with the telecom sector with many firsts and innovations to its credit. Bharti provided a range of telecom services which includes cellular, basic and internet recently, National and international and long distance. Bharti also manufactures and exports telephones terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it also the first company to export its products to USA. Bharti has many joint ventures with worldclass leader like SingTel (Singapore Telecom) Warburg, Pincus, USA, and Telia. Sweden, Asia infrastructure Mauritius, International finance USA and New York life international USA. No doubt, that Bharti enterprise is the leading brand of telecommunications representing India all over the world. The Bharti tele ventures has developed the following strategies to achieve its objectives. Focus on maximizing revenue and margins Capture maximizing telecommunications revenue potential with minimum geographical coverage Focus of satisfying and retaining customers by ensuring high level customer satisfaction Emphasis on human resource development to achieve operational efficiencies.

Bharti tele-ventures current business includes Mobile service Fixed line National and international long distance service VSAT, Internet service and network solutions

Bharti tele-venture is Indias leading private sector provides of telecommunication service based on its strong customer base consisting 8.28 million mobile. The company providing services to its customers by seeking out the best technologies in the world.

Board of Directors of AirTel Company

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

Company organizational Structure

AirTel Corporate Structure

ORIGIN OF THE ORGANISATION

AirTel comes from Bharti enterprises Ltd, a part of the biggest private integrated telecom conglomerate Bharti enterprises. AirTel was established due to the demand created in the mobile industry. AirTel welcomes consumer to vibrant world of unlimited opportunities not just through words but ideas, emotions and feelings. To give consumers to unlimited freedom to reach out in special way. AirTel provides a range of services, which includes postpaid and prepaid. It is a leading cellular service provide with a footprint of services in 15 states covering all 4 metros. It has 4.5 million satisfied customers. AIRTEL AS A BRAND For a brand to be successful, it must build enduring relationship with different audiences. Integral to this relationship is the visual image of the brand the consumer carries in his/her mind. The AirTel brand image is created through consistent application of a carefully developed visual identity, which helps AirTel distinguish it self in a cluttered market. AirTel visual identity helps to create instant brand recall and strengthens the relationship that it audience have with it. The AirTel visual identity has different elements that work together to create a strong and consistent for the brand.

The most important of these are As Follows: The AirTel logo:

The AirTel logo is a strong contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark. The AirTel Image style:

It corporate two solid, red rectangular forms whose counter form creates an open door way. The AirTel typographical style:

The title lettering with its capital A is deliberately chosen to reinforce the brands leadership position. The red dot on the letter form I cues AirTels focus on innovation. The words Express Yourself are very much part of the Brand identity. The AirTel color palette:

The lettering is gray so the pure black of the AirTel is visually unharmed.

VISION OF THE ORGANIZATION To make mobile communications a way of life to be the customers first choice. MISSION OF THE ORGANIZATION The company will meets the mobile communication needs of their customer through Brand identity Error free service delivery Cost efficiency Unified messaging solutions

Innovative products and services

VALUE OF THE ORGANIZATIONS Innoventuring To generate and implement enterprunial and innovate ideas which continuously creates new growth engines. Customers first To provide delivery service beyond the expectations of the customer. The quality of the customer responsiveness clearly differentiates them from others. Performance culture The benchmark their process and performances against world class standards. To distinguish between performers by valuing achievements at the individual as well as team level. Valuing partnership Get committed to building exemplary relationship with partners who stand on the principles of mutual growth and trust. Valuing people To mature as environment where people are respected and their uniqueness is valued. They believe that people are their key differentiator. Responsible Corporate Citizenship To get committed for making a positive and pro-active contribution to the community. They will contribute to and abide by environmental and legal norms. Ethical Practices They will uphold the highest ethical standard in all internal and external relationship.

SITE MAP OF ORGANIZATION At present, AirTel has been operating with a footprint in 15 states covering all 4 metros providing with a choice of postpaid, prepaid, short messaging service and Multi media Service. Following are the states where AirTel has been working: Andra Pradesh, Tamil Nadu, Gujarat, Punjab, Hariyana, Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh, Maharastra, and Uttar Pradesh, Orissa and West Bengal. Delhi, Mumbai, Calcutta and Chennai (4 Metro Cities).

SERVICES OF THE ORGANIZATION

AirTel provides a host of value added services. These services are divided in to six headings as per customer needs: Fun Unlimited Voice unlimited. Ring tones and downloads. AirTel messengers.

Mobile Plus Dial a service. Short Message Service (SMS). Information Service. Send and receive E-Mail. Mobile Banking.

Anytime anywhere Reach me. Roaming.

Business on the Move GPRS AirTel Tango WAP Services Multimedia Service (MMS) FAX & Data Services

Call Management Call line identification (CLIP).

Call line identification Restriction (CLIR). Call Waiting. Call Divert.

Others STD / ISD Facility. Safe Custody. Itemized Billing.

SERVICES OFFERED BY THE COMPANY 1. AirTel Prepaid Bharti Enterprises, India's leading integrated telecom service provider gives AirTel Prepaid Ready Cellular Card and Recharge Cards are available, all over the city at our retail outlets including 24 hour outlets. AirTel gives maximum benefits as it has no rental, no bills, and no deposits. It gives crystal clear communication all over the cities in Karnataka. Total Cost Control

Enjoy the liberty of total cost control with your AirTel Pre-paid! Re-charge as much as you feel the need to! Now that's what we call complete freedom! No Rentals and No deposits Buy an AirTel prepaid card without having to pay any rentals!. Your AirTel prepaid card comes without you having to pay hefty deposits!

STD /ISD facility till the last rupee Now experience complete freedom like never before with AirTel! Our STD / ISD facility allows you to make long distance calls in India and Overseas from your cellular phone!

Instant Balance Inquiry Check your talk-time instantly by calling our toll-free number!

60 second pulse AirTel provides you with a 60-second pulse rate! Freedom for you to experience like never before!

Instant Recharge Avail of instant recharge on your AirTel prepaid card with just a few simple steps!

24-hour recharge facility with our round-the-clock recharge facility, recharge you AirTel prepaid card anytime, anywhere!

Caller Line Identification Call Line Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time you want to call the same person, you don't need to retype his number, simply use your phone book.

Call Divert, Call Hold and Call Wait Avail of special services like call waiting, call hold and call divert all with your AirTel prepaid card!

Short Messaging Service (SMS) With AirTels Short Messaging Service (SMS), send messages and jokes to your friends and colleagues, anytime anywhere!

SMS based Information Services With AirTels SMS based information services; you can get up to-the-minute cricket scores, order flowers as well as send couriers or check your daily horoscope!

Voice Mail service Voice Mail lets you receive messages even when your handset is switched off or when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages.

Widest availability AirTel prepaid ready cellular card are available all over the city at over 7000 retail outlets including 24 hours outlets.

INCOMING, OUT GOING RATES AND RATE PLAN Pulse Rate Incoming Calls (Rs.) LOCAL CALLS To GSM Mobile/WLL (Rs.) To Landline (Rs.) To AirTel (Rs.) STD (To GSM and WLL-M) All India(Rs.) To AirTel (Rs.) STD (To Landline) All India(Rs.) ISD America, Europe, Asia, Oceania, Canada (Rs.) Gulf countries & Africa & SAARC countries(Rs.) Other countries(Rs.) Rs.9.20 /min Rs. 9.20 /min Rs. 6.40 /min Rs. 1.50/min Rs. 1.50/min Rs. 1.50/min .50/min or 1 paisa / sec. .50/min .50/min Easy Talk Plan 60 seconds Free

SMS SMS Local(Rs.) SMS National(Rs.) SMS International(Rs.) Value Added Services(Rs.) Re.1/msg , Rs. 1.50/message Rs. 5/message Rs. 3/message

SMS to local CDMA at Rs.1/msg. In case the customer would like to cancel the daily rental, customer to send "AirTel One Cancel" as SMS to 222 and will be migrated to the "AirTel Easy Talk" tariff plan without daily rentals. 2. AirTel Postpaid AirTel postpaid connection offers enhanced full rate with distortion free high clarity voice. It provides seamless, crystal clear noncongested, easy accessible, network and finest 24 Hours customer service facility. Experience complete freedom AirTel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet simple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give the unlimited freedom to reach out to special people in special way. As an AirTel Post-paid customer you can enjoy the following facilities Easy Billing

Now enjoy the luxury of viewing details of your last 3 billing cycles and the convenience of paying your AirTel bill online! Experience complete freedom with AirTel! Call Divert, Call Hold and Call Wait

Avail of special services like call waiting, call hold and call divert all with your AirTel postpaid connection! Short Messaging Service (SMS)

With AirTels Short Messaging Service (SMS), send unlimited messages and jokes to your friends and colleagues, anytime anywhere!

Caller Identification

Call Identification gives you the power to know the phone number of the calling party even before you answer the call, thus giving you the choice to either reject or take the call. It provides the added advantage of saving the incoming number directly in the Handset Phone Book. So that the next time you want to call the same person, you don't need to retype his number, simply use your phone book. Voice Mail

Voice Mail lets you receive messages even when your handset is switched off or when you are outside the coverage area. You can listen to your messages whenever you feel like, from anywhere in the world. Voice Mail can store up to 75 messages, with each message of two-minute duration. STD/ISD Facility now experience complete freedom like never before with AirTel! Our STD/ISD facility allows you to make long distance calls in India and Overseas from your cellular phone! Roaming (National and International) AirTels Roaming service allows you to use your mobile phone to make or receive calls from almost anywhere in India and abroad! Enjoy roaming within the country as well as across international destinations!

INCOMING, OUT GOING RATES & RATE PLAN Pulse Rate Incoming Calls(Rs.) Making Calls(Rs.) STD (To GSM and WLL-M) All India (Rs.) To AirTel (Rs.) STD (To landline) All India (Rs.) ISD America, Europe, Asia, Oceania & Canada (Rs.) Other countries, & SAARC countries (Rs.) SMS SMS Local(Rs.) SMS National(Rs.) SMS International(Rs.) Value Added Services(Rs.) 50 ps Rs.1.50ps Rs.5 Rs.3 Rs.6.50 Rs.9.20 Rs.1.00/min Rs.1.00 Rs. 1.00 /min AirTel One 250 SUK 60 sec Free 50/min,

SMS to local CDMA(Reliance, Tata Indicom) at Rs.1msg. In case the customer would like to cancel the daily rental, customer to send "AirTel One Cancel" as SMS to 222 and will be migrated to the "AirTel Easy Talk" tariff plan without daily rentals

GROWTH AND STATUS OF THE ORAGANIZATION

AirTel has an aggregate of 4.5 million customers during the period of 2003-2004. The market share of the company is 26 %. In June 2003 the company made gross investment of over 10,650 crore (US$ 2.3 billion) in building telecom in India during the year ended June 30 2003 mobile services represented approximately 63% of their total revenue. According to the survey conducted by economic times Most Trusted Brands 2003. AirTel stands in the third position among all the telecom. Consequently for 4 years 1997 to 2000, AirTel has been noted as the best Cellular service in the country and won the Techies award. The Asia pacific award for the most innovative human resources practices in 2000. The Golden Peacock National Training Award for excellence in training practices in 2000. The Golden Peacock National Quality Award in 2001.

Survey Report
Table -1 Classification of respondents of the basis of their age group Total respondents 100: Sl. No. 1 2 3 4 Age Group 20 30 30 40 40 50 50 & Above Total No of Respondents 50 25 20 05 100 Percentage 50 % 25 % 20 % 05 % 100 %

CONCEPUTAL DISCUSSION

THE BRAND The Airtel visual identity has different elements that work together to create a strong and consistent identity for the brand. The most important of these are: The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that is always ahead of the rest. It is a specially drawn word mark.

The Airtel Image style It incorporates two solid, red rectangular forms whose counter form creates an open doorway. The Airtel Typographical style The title case lettering with its capital 'A' was deliberately chosen to reinforce the brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on innovation. The words 'Express Yourself' are very much part of the brand identity. A Brand in short is an identifier of the seller or the maker. A brand name consists of words, letter or numbers that can be vocalized. Brand mark is the visual representation of the brand like a

symbol, design, distinctive coloring or lettering. Brand creates a bond between the customer and a product. Definition: According to American marketing association A Brand is defined as a name, item, sign, symbol or special design or some combination of these elements that is intended to identify the goods or services of one seller or a group of sellers. A brand differentiates these products from those of competitors. In the word of Philip kotler A brand is a name, term, sign, symbol or design or combination of them. Intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors. Role of Branding In todays world brand names come to create identify to distinguish one product from another. The following points to pin down its precise role. Brand is a massive asset: Brand is an intangible asset, because it is impossible to duplicate brand name. Brand is promotional tool: The product differentiation is done by a brand through sales promotion. Brand is a weapon to protect Market: A consumer has tried and liked a product, the brand enables him to identify the product and repeat the purchase. Brand is antidote for middle mens survival: The class of middle man always tends to go for a successful brand.

Brand is a means of identifications of customers: Brand is the easiest way of identifying product or service by customers.

A brand can convey the consumers through six levels as shown below:

Brand Conveying the Consumer Attributes Benefits Values Culture Personality User
Attributes: a brand first brings to mind certain attributes for a particular product. Benefits: consumers are buying benefits of the product with brand. Values: the brand tells about values which says same thing about the product values. Culture: the brand represents a different culture. Personality: a brand project a personality which can be person, animal or object. User: the brand suggests its own target audience to use the product.

TYPES OF BRANDS

Brand

Manufacturer Brand

National Brand

Private Brand

Single Brand

Multiple Brand

Family Brand

Brand Awareness of the Product Aware of brand, when its presence is registered in the mind of consumers. The level of awareness can range from mere recognition to recall to top of mind to dominant. The company is spending money to keep brand in consumers memory. A strong brand awareness means easy acceptance of new products. Brand with strong awareness can brought and sold to create brand name with enduring strength. An organization can put its customer awareness, identify and develop it further to build strong brand. It is enhanced by creating a brand loyalty and establishing brand identity of a product. Brand awareness is asset which brand managers create and enhance to build brand equity. It is related to the nature and features of product. It leads to brand strength which is constituted by measuring the variable like leadership, stability, Market, geographic, trend, support and protection etc Creating brand awareness with the use of advertising, promotion event management etc a different brand has different kind of awareness which retains recognition.

Brand awareness satisfies a need of the consumer. A consumer as aims, ambitions, motivation drives and desire. Consumer feels more powerful when he uses the brand. Satisfactions or preference for a brand shows how loyal the consumer is likely to be brand. Now a days consumers are experience with brand awareness for different product, where the consumers expectations levels are increased towards brand, product etc

NEED FOR THE STUDY Today costumers are facing a growing range of choice in the different brands of products and services. They are making their choice on the basis of their perceptions of brand, quality service and value. Companies need to understand the rapid growth of global market place. Where, the companies should choose brand names with an eye to their global reach. This study is not concerned only with brand awareness but deals also with other facts. It includes a wide preview of From where did they come to know about the product? Did they feel that the brand is important to purchase? If given, would they like to purchase same brand product again? Did they feel that the branded product matches their expectations? How the brands influence the market? How relevant the brand towards trend? Do brand suggestive to the products? Are they satisfied with the brand, price, quality etc?

These questions will help in understanding better, what factor influence the people about brand awareness? The marketers have realized that they have to take technical decisions concerning the brand to cater to the needs of the consumers to develop brand identify and brand position. The company must understand how their consumers perceive brand, quality and how much they expect.

Therefore, it becomes very necessary to understand, analyze and evaluate the brand awareness in a systematic manner and act accordingly for existence. STATEMENT OF THE PROBLEM In the emerging knowledge based economy it has become necessary to know how much market power lies with the brand name. The study of brand awareness is essential in marketing planning. Customer needs and preferences keep changing where brands ultimately command customers loyalty. The realistic side of the problem is to know the acceptance level of the brand awareness towards the product. This study will help us to understand the brand awareness and what problems are being faced by the consumers, to which appropriate measures to be taken to solve the problems. This project has mainly been taken up to understand the brand awareness, buying motives to ensure the Brand awareness towards AirTel Mobile connection apart from this, it is to understand the new opportunities in the market for the improvement of brand awareness and sales towards the products

OBJECTIVES OF THE STUDY To identify the consumer needs. To know the brand image AirTel. To measure the brand image towards AirTel. To know the consumer attitude and demand towards the brand AirTel. To find opinion about brand and service provided by AirTel. To find the effectiveness of advertisement in developing the brand AirTel. To know the consumers reaction towards brand AirTel in respect of price, offers-

schemes etc

SCOPE OF THE STUDY The study plays a very important role in market research. It also helps to understand and identify the human action towards brand. The information thus gathered by conducting a systematic market research would help to finding out the brand awareness of the consumers. This study was mainly focused towards people of Bangalore who belong to different age group and reside in different localities, in order to find out their preference given to particular brand. METHODOLOGY Data is the information collected from various sources. It is concerned with gather accurate and proper knowledge about the problem that is in hand. Formally there are 2 types of gathering information namely primary data and secondary data. Data collection mode: Two methods have been used to collect the relevant data, which are essential for the study, they are: Primary Data: data is collected to obtain desired information through structured questionnaire. Secondary Data: it is compiled through books, magazines, newspapers and internet etc Sampling plan: A small selection of the large group which is taken for interviewing is called sampling. A sample is taken representative and adequate which gives proper information. In order to study brand awareness towards AirTel mobile connection the following sampling plan was adopted.

Sample size: A sample size of hundred was taken in order to carry the study. Sampling unit: For this survey the target population consisted of people residing in various localities of Bangalore between the age group 20-70 who are the users of AirTel. Instrument of data collection is questionnaire. Sampling technique: A simple random technique was adopted to select the representative sample from the sampling unit. Tools for data collection Data for this study is collected from both primary and secondary data. The primary data is collected through a structured questionnaire which was prepared to interview the respondents. The secondary data was collected through discussion with officials of the company to get general information, data was also collected from newspapers, books, magazines, company records and internet etc OPEARATIONAL DEFINATIONS OF CONCEPTS Roaming: Roaming is defined ad the type of service where exactly it can be used every where. It is a service which is accessible out side the state and country. Short message service: It referred to type of service where in messages can be typed in and sent from one mobile to another. Activation:

The team activation refers to put the services into an action. It is nothing but actually giving life to a sim card or mobile. Attitude: Attitude may be defined as an enduring organization of motivational, emotional, perceptual and cognitive process with respect to some aspect of the individual world. Perception: Perception can be defined as the process by which individuals acquire the purchase and interpret stimuli into meaningful coherent picture of the world. Brand Image: Brand image is the set of impressions and idea that consumers form about the brand. Consumer awareness: Consumer awareness is the knowledge of the product existence in the market. Brand preference: It is the selection preference that a consumer according to a particular brand of product comparative evaluation with brands. Price: Price can be broadly classified as the amount of money the consumers have to pay for a product. Quality: Quality is the totality of features and characteristics of a product or service that bear its ability to satisfy or implied needs.

PLAN OF ANALYSIS The data is collected from both primary and secondary sources and also been tabulated in the form of tables and drawn in to graphs depicting the various finding significantly. The data collected through questionnaire are analyzed in detail and divided in to various categories of preferences and conclusion are drawn on the possible changes are causes for brand preference and market share is given based on the research study. LIMITATIONS OF THE STUDY The study is restricted to some areas of Bangalore city. The findings of the study are based on the assumption that the respondents divulged correct information. The study is relevant only to present situation and not to future. Bias and unwillingness of certain respondents to answering some questions may hinder the study. The study is time bound, due to rapid changes in the market, expectation level of consumers, introduction of new products. The study may not be applicable over a period of time

INDUSTRIAL BACKGROUND OF THE STUDY For the past few years, the technology has advanced with gathering processing and distribution of information. It has lead to enrichment of world wide telecommunications, radio, television and launching of communications satellites. The economy is growing due to rapid technological process where the need for communicating each other has been necessary. Organizations with hundred of offices spread over wide geographical area routinely expect to gather information at their remote out put at the push of the button. This realization resulted in a sophisticated way of communication which has leads to development of mobile and telecommunication industry. In the earlier days the telecommunication sector was operated by government. But as the economy had its growth with more population and companies coming in the need for communicating mobile, gathered importance. This leads to liberation and privatization of economy where new companies emerged in the mobile industry. In this whole process companies like AirTel, Spice, Hutch and Reliance have taken birth. These companies have entered in to the market providing different types of services. In order to give good and accurate communication network companies had to work with the help of satellite networks. At present these are two types of satellite network namely. Global System for Mobile Communication (GSM) and Code Division Multiple Access (CDMA) Technologies which are marketing communication networking more easier.

Global System for Mobile Communication [GSM] It is one of the satellite networks which have been designed as a fully digital system. It is currently use in over 50 countries inside and outside of Europe Global System for mobile communication work with the help of frequency above 1800MHz. A GSM system has up to maximum of 200 full duplex channels per cell. Each channel consists of downlink frequency from base station to the Mobile station and uplink frequency from the mobile station. The mobile station is located at particular distance with communication to base station which makes the signal reachability more easier. The base station is used to announce incoming calls each mobile station monitors its base station continuously to watch for calls it should answer. At present Global System for Mobile Communication Technology is used by companies like AirTel, Hutch and Spice etc Code Division Multiple Access [CDMA] It is yet another method for allocating a wireless channel. It is one of the satellite networks which is used for communication purpose. It is completely different from all other allocation techniques. Code Division Multiple Access is based on dividing the channel into frequency bands and optical fibers. It is typically used for wireless systems with a fixed base station and many mobile stations depend on how for away the transmitters are CDMA Allows each station to transmit over the entire frequency spectrum all over the time. The base station gives commands to the Mobile stations to increase or decrease their transmission power. Companies like Tata Indicom, Reliance are using the CDMA Technology.

RESEARCH METHODOLOGY
Research Design A research design is the specification of methods and procedures for acquiring the information needed. It is the over-all operational pattern or framework of the project that stipulates what information is to be collected, from which sources and by what procedures Green and Tull Features of Research Design

It is a plan that specifies the sources and types of information relevant to the research
problem.

It is a strategy specifying which approach will be used for gathering and analyzing the data. It also includes the time and cost budgets since most studies are done under these two
constraints. Type of Research This is descriptive research as this research includes surveys and fact-finding. So descriptive research help in knowing about particular item or group of items. In other words it describes the state, as it exists at present. Sample Unit Sampling unit may be a geographical one such as state, district, village etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, school, etc., or it may be an individual. The specified zone for study was Meerut.

Sample Size

This refers to the number of items to be selected from the Universe to constitute a sample. The size of sample should neither be excessively large nor too small. It should be optimum. An optimum sample is one, which fulfills the requirements of efficiency, representativeness, reliability and flexibility. The size of sample was 150. Types of Data There are generally two types of data: Primary Data Primary data may be classified as those data that have been observed and recorded by the researchers for the first time to their knowledge. The primary data is original in character. Secondary Data Secondary data may be classified as those data that have been already collected by someone else and which have already been passed through the statistical process. Sources of Data This research includes primary as well as secondary data. Primary Data Primary data is collected directly from the respondent through questionnaire. Secondary Data Secondary data is collected from the companys product book, magazines and from Internet. Data Collection Method

This data is collected through questionnaire. First of all the questionnaire was framed according to the requirements of the research and then it was made filled by the different respondents. Data Collection Instrument After a detailed discussion with our Assistant Manager I was directed to develop a Questionnaire for the survey. Keeping in the view his suggestions and requirements of the research I developed a Questionnaire for the survey and got it okayed by him. The Questionnaire was prepared in such a way that it covers all the essential features and the objectives. But at the same time the length of the Questionnaire was kept short because lengthy Questionnaire lowers the quality of the answers. Questionnaire includes dichotomous questions, open-ended questions and multiple choice questions. Dichotomous questions are in the form of YES or NO. Data Analysis Techniques Analysis of data is done through quantitative method i.e. numerical figure. Data Analysis Instrument Various instruments for data analysis were used such as tabulation of data i.e. an orderly arrangement of data and pie chart.

DATA ANALYSIS
Analysis of Data The term analysis refers to the computation of certain data. The data, after collection, has to be processed and analyzed. At last the completed Questionnaires were checked and edited (if necessary) to correct the errors. Then the computations for the estimates are performed. Interpretation The above table interprets that 50% of the respondents belong to the age group of 20 - 30 years. 25% of the respondents belong to the age group of 30 40 years. 20 % of the respondents belong to the age group of 40 50 years and the remaining 5 % belong to the age group 50 and above. Majority of respondents are between the age group of 20-40 yrs. Graph - 1 Classification of the respondents on the basis of their age group

5% 20% 20 30 50% 30 40 40 50 50 & Above

25%

Table -2 Classification of respondents on the basis of their sex Total respondents 100: Sl. No. 1 2 Sex Male Female Total Interpretation The above table interprets that the male respondents form 67 % and the female respondents are form 33 %. Male respondents form the opinion group being comparatively more than the female respondents. Graph -2 Classification of respondents on basis of their sex No of Respondents 67 33 100 Percentage 67 % 33 % 100 %

33% Male Female 67%

Table - 3 Classification of the respondents on the basis of their Occupation Total respondents 100:

Sl. No. 1 2

Occupation Working Non Working Total

No of Respondents 70 30 100

Percentage 70 % 30 % 100 %

Interpretation The above table interprets that the working class constitutes 70 % and the non working class 30 % of the respondents. Majority of the respondents are form working class who use AirTel connection, apart this interesting to note that even non working class also use AirTel connection significantly. Graph - 3 Classification of the respondents on basis of their Occupation

30%

Working Non Working

70%

Table - 4 Classification of respondents on the basis of their monthly income Total respondents 100: Sl. No. 1 2 3 4 Interpretation The above table interprets that 10 % of respondents belong to the income group of less than 5000, 40 % of respondents belong to the income group of 5000 10000, 23 % of respondents belong to the income group of 10000 15000 and the remaining 27 % of respondents belong to the income group of 15000 and above. The above data indicates that most of the respondents belong to the middle and upper income group which play an important role in purchase of AirTel. Graph - 4 Classification of respondents on the basis of their monthly income Income <5000 5000 10000 10000 - 15000 15000 and above Total No of Respondents 10 40 23 27 100 Percentage 10 % 40 % 23 % 27 % 100 %

10% 27% <5000 5000 10000 10000 - 15000 40% 15000 and above

23%

Table - 5 Classification of respondents on the basis of owning a mobile Total respondents 100: Sl. No. 1 2 Own a Mobile Yes No Total Interpretation The above table interprets that 93 % of respondents own a Mobile and 7 % of the respondents do not own a mobile. At present majority of the respondents own Mobile. Graph - 5 Classification of respondents on the basis of owning a mobile No of Respondents 93 07 100 Percentage 93 % 07 % 100 %

7%

Yes No

93%

Table - 6 Classification of respondents on the basis of their awareness towards different mobile connection Total respondents 100: Sl. No. 1 2 3 4 5 Interpretation The above table interprets that 34 % of the respondents are aware of the brand AirTel, 18 % of the respondents are aware of the brand BSNL, 23 % of the respondents are aware of the brand Vodafone, 23 % of the respondents are aware of the brand reliance and 3 % of the respondents are aware of the brand Spice mobile. Majority of the respondents are awards of AirTel. Graph - 6 Classification of respondents on the basis of their awareness towards different mobile connection Mobile Connection AirTel BSNL Vodafone Reliance Spice Total No of Respondents 34 18 23 22 03 100 Percentage 34 % 18 % 23 % 22 % 03 % 100

3% 22%

34%

AirTel BSNL Hutch Reliance Spice

23% 18%

Table - 7 Classification of respondents on the basis of their usage of other network other than AirTel Total respondents 100: Sl. No. 1 2 3 4 5 Interpretation The above table interprets that 51 % of the respondents are using AirTel Network, 15 % of the respondents are using BSNL Network, 20 % of the respondents are using Hutch, 12 % of the respondents are using Reliance and 2 % of the respondents are using Spice mobile network. Majority of the respondents are using AirTel Mobile Connection only. Graph - 7 Classification of respondents on the basis of their usage of other network other than AirTel Other Mobile Network AirTel BSNL Vodafone Reliance Spice Total No of Respondents 51 15 20 12 02 100 Percentage 51 % 15 % 20 % 12 % 02 % 100

12%

2%

AirTel 20% BSNL 51% Hutch Reliance Spice

15%

Table 8 Classification of respondents on the basis of their influence to purchase through different media Total respondents 100: Sl. No. 1 2 3 4 5 Interpretation The above table interprets that 25 % of the respondents are influenced to purchase by TV Ads, 27 % of the respondents are influenced to purchase by Print Media, 08 % of the respondents are influenced to purchase by Radio (FM), 12 % of the respondents are influenced to purchase by Hoardings, 28 % of the respondents are influenced to purchase by Word of mouth. Majority of the respondents are influenced to purchase by TV Ads, Print Media and Word of mouth. Graph - 8 Classification of respondents on the basis of their influence to purchase through different media Media T V Ads Print Media Radio (FM) Hoardings Word of mouth Total No of Respondents 25 27 08 12 28 100 Percentage 25 % 27 % 08 % 12 % 28 % 100

28%

25% T V Ads Print Media Radio (FM) Hoardings Word of mouth

12% 27% 8%

Table - 9 Classification of respondents on the basis of their reference to purchase Total respondents 100: Sl. No. 1 2 3 4 5 Interpretation: The above table interprets that 15 % of the respondents are influenced by Family to purchase, 21 % of the respondents are influenced by Dealers to purchase, 33 % of the respondents are influenced by Friends to purchase, 29 % of the respondents are influenced by Self and remaining, 02 % of the respondents are influenced by Others reference. Majority of the respondents are influenced by the Friends to purchase Mobile. Graph - 9 Classification of respondents on the basis of their reference to purchase Reference Family Dealers Friends Self Others Total No of Respondents 15 21 33 29 02 100 Percentage 15 % 21 % 33 % 29 % 02 % 100

2%

15%

29% Family Dealers 21% Friends Self Others

33%

Table - 10 Classification of respondents on the basis of their opinion towards promoting a brand through different Medias.

Total respondents 100: Media T V Ads Radio Print Hoardings Total Interpretation: Sl. No. 1 2 3 4 No of Respondents 47 21 18 14 100 Percentage 47 % 21 % 18 % 14 % 100

The above table interprets that 47 % of the respondents are given opinion to promote Brand by TV, 21 % of the respondents are given opinion to promote Brand by Radio, 18 % of the respondents are given opinion to promote Brand by Print remaining 14 % of the respondents are given opinion to promote Brand by Hoardings. Majority of respondents are given their opinion towards promoting a brand by TV Media Graph - 10 Classification of respondents on the basis of their opinion towards Promoting a Brand through different media.

14%

T V Ads 18% 47% Radio Print Hoardings

21%

Table - 11 Classification of respondents on the basis of their opinion towards Brand is important to make a purchase. Total respondents 100: Sl. No. 1 Opinion Yes No of Respondents 53 Percentage 53 %

No Total Interpretation: to make purchase.

47 100

47 % 100

The above table interprets that 53 % of respondents are given opinion towards Brand is important 47 % of respondents are given opinion towards Brand is not important to make purchase. Majority of respondents are given importance to brand. Graph - 11 Classification of respondents on the basis of their opinion towards Brand is important to make a purchase.

47% 53%

Yes No

Table - 12 Classification of respondents on the basis of their opinion towards Brand AirTel is influenced their purchase. Total respondents 100: l. No. 1 2 Opinion Yes No Total No of Respondents 53 47 100 Percentage 53 % 47 % 100

Interpretation: The above table interprets that the 53 % of respondents are given their opinion that Brand AirTel influence their purchase. Remaining 47 % of the respondents are not influenced by the Brand AirTel. Majority of the respondents are influenced by the Brand AirTel. Graph - 12 Classification of respondents on the basis of their opinion towards Brand AirTel is influenced their purchase.

47% 53%

Yes No

Table - 13 Classification of respondents on the basis of their opinion as they hear the Brand name AirTel Total respondents 100: Sl. No. 1 2 3 4 Reasons Music Punchline Brand Ambassador Theme of Advertising Total No of Respondents 25 27 13 35 100 Percentage 25 % 27 % 13 % 35 % 100 %

Interpretation: The above table interprets that the 25 % of respondents are given their opinion that as they hear Brand AirTel they like Music, 27 % of respondents are given their opinion that as they hear Brand AirTel they like Punchline, 13 % of respondents are given their opinion that as they hear Brand AirTel they like Brand Ambassador and 35 % of respondents are given their opinion that as they hear Brand AirTel they like Theme of Advertising. Majority of the respondents are given their opinion that they like theme of advertising as they hear brand name AirTel.

Graph - 13 Classification of respondents on the basis of their opinion as they hear the Brand name AirTel

25% 35% Music Punchline Brand Ambassador Theme of Advertising

13%

27%

Table 14 Classification of respondents on the basis of their preference towards the AirTel Connection Total respondents 100: Sl. No. 1 2 3 4 5 6 Reasons AirTel as a Popular Brand Service Price Offers and schemes Easy to purchase Others Total No of Respondents 25 32 13 13 12 05 100 Percentage 25 % 32 % 13 % 13 % 12 % 05 % 100 %

Interpretation: The above table interprets that the when respondents were asked their usage preference towards AirTel Connection. 25 % of the respondents said, they like the AirTel as a popular Brand. 32 % of the respondent said they like the service provided by the AirTel. 13 % of the respondents said they were motivated by price, 13 % of respondents said they like the offers and schemes and 12 % of the respondents said that is easy to purchase and 5 % of the respondents said they used AirTel connection due to other reasons. Majority of the respondent usage preference towards AirTel Connection, because of Service and Brand.

Graph - 14 Classification of respondents on the basis of their preference towards the AirTel Connection

5% 12% 25%

AirTel as a Popular Brand Service Price

13% Offers and schemes Easy to purchase 13% 32% Others

Table - 15 Classification of respondents on the basis of their opinion towards the Brand Ambassador to promote a product Total respondents 100: Opinion Yes No Total Interpretation: Sl. No. 1 2 No of Respondents 45 55 100 Percentage 45 % 55 % 100 %

The above table interprets that 45 % of the respondent said that Brand Ambassador is necessary to promote a product. 55 % of the respondent said that Brand Ambassador is not necessary to promote a product. Majority of the respondents are given their opinion that brand ambassador is not necessary to promote a product. Graph - 15 Classification of respondents on the basis of their opinion towards the Brand Ambassador to promote a product.

45% 55%

Yes No

Table - 16 Classification of respondents on the basis of their opinion towards the Brand AirTel Total respondents 100: Sl. No. 1 2 3 Brand AirTel Suggestive Appropriate Easy to remember Total No of Respondents 35 29 36 100 Percentage 35 % 29 % 36 % 100 %

Interpretation: The above table interprets that 35 % of the respondents given importance that AirTel brand is suggestive. 29 % of the respondents given importance that AirTel brand is Appropriate and 36 % of the respondents given importance that AirTel brand is Easy to remember Majority of the respondents given their opinion that AirTel brand is Suggestive & Easy to remember. Graph - 16 Classification of respondents on the basis of their opinion towards the Brand AirTel

36%

35% Suggestive Appropriate Easy to remember

29%

Table - 17 Classification of respondents on the basis of their opinion towards the Brand AirTel is not the name of the product but image created for the service. Total respondents 100: Opinion Agree Disagree Total Interpretation: Sl. No. 1 2 No of Respondents 63 37 100 Percentage 63 % 37 % 100 %

The above table interprets that 63 % of the respondents agreed that AirTel brand is not the name of the product but image created for the service. And 37 % of the respondents are disagreeing that AirTel brand is not the name of the product but image created for the service. Majority of the respondents are agreed that AirTel brand is not the name of the product but image created for the service. Graph - 17 Classification of respondents on the basis of their opinion towards the Brand AirTel is not the name of the product but image created for the service.

37% Agree Disagree 63%

Table - 18

Classification of respondents on the basis of their identification of the Brand AirTel through Punchline Express Yourself. Total respondents 100: Sl. No. 1 2 Opinion Yes No Total No of Respondents 49 51 100 Percentage 49 % 51 % 100 %

Interpretation: The above table interprets that 49 % of the respondent identify the brand AirTel through Punchline Express Yourself and 51 % of the respondents are not able to identify the brand AirTel through Punchline Express Yourself. Majority of the respondents are not identifying the brand AirTel through Punchline Express Yourself. Graph - 18 Classification of respondents on the basis of their identification of the Brand AirTel through Punchline Express Yourself.

51%

49%

Yes No

Table - 19 Classification of respondents on the basis of their opinion towards the AirTel retail outlet in creating the brand image. Total respondents 100: Opinion Yes No Total Interpretation: Sl. No. 1 2 No of Respondents 58 42 100 Percentage 58 % 42 % 100 %

The above table interprets that 58 % of the respondent agreed that AirTel retail outlet creates the brand Image and 42% of the respondent agreed that AirTel retail outlet not creates the brand Image. Majority of the respondents are agreed that AirTel retail outlet creates the brand Image. Graph - 19 Classification of respondents on the basis of their opinion towards the AirTel retail outlet in creating the brand image.

42% 58%

Yes No

Table - 20 Classification of respondents on the basis of their opinion towards Brand AirTel establish a relationship based on love to collect loyal consumers. Total respondents 100: Opinion Yes No Total Interpretation: Sl. No. 1 2 No of Respondents 73 27 100 Percentage 73 % 27 % 100 %

The above table interprets that 73 % of the respondents are given positive opinion towards Brand AirTel about relationship to collect loyal consumers, and remaining 27 % respondents are given Negative opinion towards brand AirTel about relationship to collect loyal consumers. Majority of the respondents are given the importance towards relationship to collect loyal consumers by brand AirTel. Graph - 20 Classification of respondents on the basis of their opinion towards the Brand AirTel establish a relationship based on love to collect loyal consumers.

27%

Yes No

73%

SWOT ANALYSIS
What is SWOT Analysis? SWOT is an acronym for strengths, weakness, opportunities and threats. Here these are briefly described as follows: Strengths: Strength is the capability of the organization which is used to gain strategic advantage over its competitors. Weakness: Weakness is an inherent limitation or constraint of the organization which creates strategic disadvantage to it. Opportunity: An opportunity is a favorable condition in the organizations environment which enables it to strengthen its position. Threats: A threat is an unfavorable condition in the organizations environment which causes a risk for damage organizations position. SWOT Analysis for the Airtel Broadband and Telephone Services Strengths Largest telecom service provider. 24x7 customer care service. Group focus on telecom. Enjoying brand equity in all existing circle. Strong international associates. Latest technology provider Continuous coverage in the country. Better customer service through CRM system. Strong and multilayer distribution policy. Proper and regular advertisement provider.

Weakness the customer. customer. Opportunities market. Threats There is a very tough competition with BSNL. Market is too price sensitive. Lot of untapped potential consumer segment services. Lot of potential consumers through cable services. Offering of low cost plans increase the graph of the customers. There are huge opportunities of Broadband and telephone services in the There are some customers who do not pay their bills timely so there must be There are some customers who get connection by giving wrong address proof Busyness of the customer care department reduces the satisfaction of the proper arrangement of collecting bills from customers. and documents so it reduces the reliability of the regular customers. The wrong entry of billing creates bad image of the company in the mind of

FINDINGS AND SUGGESTION

FINDINGS After general survey and introduction with the AirTel telecom users it was found. That most of the respondents own mobile. That most of the respondents were between the age group of 20 to 40 years. That the male users were more in number compared to the female users. That most of the respondents were from middle and upper middle class. That most of the respondents are from working class. That majority of the respondents are aware of AirTel mobile. That the majority of the respondents are using AirTel mobile connection only. That the majority of the respondents are influenced to purchase by TV Ads. That most of the respondents are never too switched over to other brand. That majority of the respondents have given opinion to promote a brand through TV. That the majority of the respondents give importance to brand for any purchase. That the majority of the respondents influenced their purchase by brand AirTel. That the majority of the respondents liked advertisement as they hear Brand AirTel. That the majority of the respondents bought AirTel mobile connection because of popularity in brand and service. That the majority of the respondents are in favour of that brand ambassador is not necessary to promote a brand. That the majority of the respondents express that AirTel brand is easy remember. That the majority of the respondents struck to AirTel mobile connection as not a name but because of its brand image. That the majority of the respondents couldnt identify brand AirTel through the Punchline Express Yourself. That the majority of the respondents are agreed to that AirTel retail outlet creates brand image. That the majority of the respondents are expressed advertising is important for a brand.

 That the majority of the respondents are in the favour of brand with service given by AirTel is good. SUGGESTIONS AirTel conduction survey, collection and always of gathers data and interaction with users, it is suggested. That AirTel should make their plans more economical for all classes. That AirTel should focus on the age group of 50 and above. That AirTel should chalk out new plans to attract more female users. That AirTel should make new and lucrative strategies and schemes separately for students and pensioners to make them brand loyal. That AirTel should keep on bringing out new time attractive offers and schemes to increase brand value. That AirTel should bring advertisement in print media and audio to attract more consumers towards brand. That AirTel should focus more on music, theme of advertising than the brand ambassador. That no doubt AirTel has more visual identity, but it should work to create strong brand identity. That no doubt AirTel has a colorful advertisement where it should focus more on the words Express Yourself which is a part of the brand identity. That no doubt AirTel is a popular brand s it should creates brand identity extends to rural and remote areas too.

CONCLUSIONS
It is concluded that the over all field of AirTel is appreciable, in the prevailing cut threat competition among the powerful telecom industry it appeared that AirTel has not only entered play but to win and indeed it has one. If AirTel continues its brand identify, awareness, image and service as it is doing now it would not be exaggerating AirTel may force other brands vanish from the market. It appears that the brand AirTel has no doubt made these mobile handsets available in the hands of people of all walks, but with an eye on monetary gain. It is a privilege to flash or own a brand AirTel mobile connections, it has become an identity of pride and fashion. The growth of AirTel was graphically ascending but steadily spreading its wings all over the market with uniformity. The AirTel brand enables customer to identify so well that he is tempted to levy it again. There by setting him to be among the upper and privilege class. Brand awareness of the AirTel mobile connection it as such providing ideas, feelings to a common man to enjoy the service. AirTel connection is boom bridging the long distance eliminating the feeling of separation. AirTel of Bharti Enterprises is enjoying a virtual monopoly as it has made a very good place for itself in the competitive market. AirTel has swept the market in a true sense

BIBLIOGRAPHY:

Books Kothari C R. Research Methodology. Magazines Ninan T N. Business Standard, 2006. Websites www.airtel.in www.telecomservices.com www.google.com

QUESTIONNAIRE
Dear Sir/Madam, I am a student of MBA of Krishna Institute of Engineering & Technology, Ghaziabad, doing my summer training project on consumer behavior from Airtel. Please give your precious time for filling these details. Q.1 For how long you have been using Airtel Product?

0-2 Years 2-5 Years 5-10 Years More than 10 years

Q.2 Are you using other product instead of Airtel?

Yes No

Q.3 Among them, which Brand you, prefer most?

Idea Hutch Airtel

Q. 4 How would you rate the experience with Brand?

Idea Hutch Airtel

Q.5 Do you collect any information search before making purchase?

Yes No.

Excellent Good Average Below Average

84

Q.6 If yes, which sources are used?

Magazines Dealers Sales Executives Operators reference Pamphlets and catalogue Reference from friends and relatives Any other

Q.7 What are the features you look for in a product before making purchase decision? Give preferences (1-Highest, 6- least)

Brand credibility Price and Discount After sales services and parts, network Value for money Vehicle performance Add on features or ergonomics of design

Q.8. Which of these marketing / sales schemes attracts you while purchasing any connection?

Good Network Discount scheme Service package Any other

Q.9 If you have to purchase a new connection or product in near future, which Brand will you go for and why? ___________________________________________________ ___________________________________________________ ___________________________________________________

___________________________________________________ Q.10 Are you aware of various promotional activities being run by Airtel, if yes then how? Are you satisfied with these promotional activities?

Customer Care By Ad Films By Camp 24 hrs call center services

Q.11 How would you rate Airtel performance as your expectation on 5 points scale (5 Highest) 12345

After Sale service Maintenance Product as per expectation

Q.12 What are you suggestions for improving the product quality, service availability and parts availability? ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________