airtel vodafone.pptx

8/14/2019 airtel vodafone.pptx

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INTRODUCTIONCUSTOMER:A customer is someone who makes use of the paidproducts of an individual or organization. This istypically through purchasing or renting goods or

services.Theword historically derives from custom, meaning

habit; a customer was someone who frequented aparticular shop, who made it a habit to purchase goods

of the sort the shop sold their rather than elsewhere,and with whom the shopkeeper had to maintain arelationship to keep his or her custom, meaningexpected purchases in the future.


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0BJECTIVE OF THE STUDY To analyse the preference level of customers

towards Airtel & Vodafone services.

To study how the customer choose their respectiveservice provider.

To find the awareness among the customers aboutAirtel & Vodafone and their new products.

To analyze the position of both service providersagainst their competitors


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To find out the problems faced by the service users.

To analyze the loyalty status of the consumers.

To identify the customer preferences.

To find out the strength and weakness of services andtheir competitors.

To make suggestion, if any to improve existingcondition.


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NEED & SCOPE OF THE STUDY Today, for any organization or firm to survive in

this competitive world depends on its ability to be

dynamic and be different from the competition tobe unique in the industry. Customer Satisfactionhelps every organization to keep the existingcustomer and to build new customer.

This research is aimed at profiling the standardcustomer with an aim to increase the network andimprove company-customer relations.


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The information gathered through this researchcan be used by the company to improve its services

and became more customers friendly. This canincrease the goodwill of the company and itsoverall performance.

Thus this study is aimed to provide the

management with some knowledge about itsstatus in market both in terms of sales andcustomer awareness. The research also aims toprovide some ideas to improve the companys

present condition.


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RESEARCH METHODOLOGY

The success of the analysis mostly depends on themethodology on which it is carried out. The appropriatemethodology will improve the validity of the findings.

Area of the study:

The study was mainly concentrated on Amritsar city.

Research Design:

Descriptive Research: Descriptive research includes surveyand fact-findings enquire of different kinds. The majorpurpose of descriptive research is description of the stateaffairs, as it exists at present.


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Data Collection:

The study is based on the data collected through primaryand secondary sources.

Primary Data:

A questionnaire was designed to collect primary data fromvarious cell phone users.

Secondary Data:Secondary data was collected from journals, magazines,

web sites and from other relevant publications.

Sampling Design:

The sampling design mainly consists of the sample takenfor the study along with the sample size, sample frame andsampling method.


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Sample Size:

From the universe, sample sizes of 150 customers

were selected for the purpose of the study. Sample Frame:

The customers were selected on a random basisfrom which the respondents were selected based

on convenience and judgement.

Sampling Method:

Convenience sampling was used, based on the

willingness and availability of the respondents.The study was conducted on consumers withdifferent type of business.


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FINDINGS Talking about the network coverage the Airtel has

the best network coverage whereas Vodafone hastechnologically advanced network.

Airtel is best in providing cheap call rates butVodafone is best in providing services tocustomers.

Bharti Airtel is the top most operators in thecountry 99% of the customers are pre paid userswhile in Vodafone 97.3% of the customers areprepaid customers.


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Airtel is using celebrities like Shahrukh, Vidhya,Kareena, Saif, Madhvan etc to advertise its products

while Vodafone is using innovative ZooZoo a funnycharacter for its products.

The basic strength of Airtel is Bharti group whereasVodafone have a good customer support.


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CONCLUSION After analyzing the findings of the research, I can conclude

that Airtel lagged behind Vodafone as far as customerservice and availability is concerned. The maximum

number of people who use the mobile is in the age group of20 to 28. Cash cards are the most popular type of mobileconnections, as they are consumer friendly and rechargingthe connection is not a problem.

Maximum no. of people spends RS 500 on theirconnections. As Airtel is the only company having themaximum number of mobile connections so it mustseriously look into the loop holes of the existing customerservice department.


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The public wants to wait and watch theirrespective performances. As per according to thedata collected using questionnaires results in

following conclusions:- There is great competition between both the

companies but Vodafone has more of its customersas compared to Airtel in mobile services.

In all of their customers in both companies, morethan 60% are students or between age group of 20to 40.

Airtel has more prepaid customers as compared toVodafone i.e. almost 99.9% customers are usingprepaid services.


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Most of the customers are quit loyal customers andare stay connected with the service provider formore than 1 year but both companies havemaximum customers with expenditure of Rs. 500to Rs. 1000 per month.

With respect to network Airtel has more network

coverage but Vodafone has more technologicallyadvanced network.

Talking about the call tariff, STD & ISD rates andSMS rates, both companies have similar strategies,

i.e. lower local and STD call rates but higher ISDrates. But SMS rates of both the companies arefound to be very economical.


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Almost all the customers of both the companies aresatisfied with the services provided by their respectivecompanies with respect to recharge options, theirpersonal customer experience or value and pricing.

Depending on the data collected, most of thecustomers are loyal customers and still shows a

positive response of the loyalty in future also.


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RECOMMENDATIONSTo Airtel:

It should give more emphasis on providing services tocustomers to compete with Vodafone.

It should give more focus on technological development. Airtel must try some more innovative ideas in making

advertisement.

It should provide better customer service.

To Vodafone: It should provide good network coverage.

Vodafone must lower the rates of its various services.

Try to lower the international call tariffs and SMS rates.


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BIBLIOGRAPHY

Books:

Malhotra K. Naresh- Marketing Research, Pretice

Hall of India private limited fourth edition. Schiffman, Leon G. and Kanuk Leslie Lazar

Consumer Behaviour, Pearson Pretice Hall, 9thedition.

Jha S.M, Services Marketing, Himalaya PublishingHouse, 6threvised edition.


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(http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdf)

(http://www.vodafone.com/etc/medialib/business_refresh/p

df.Par.69894.File.dat/Getting-closer-red-paper.pdf) (http://www.justdoiteasy.com/united-

kingdom/questionnaire/customer-satisfaction.html)

(http://www.karmayog.org/education/upload/28069/Teleco

m%20Sector%20thesis.pdf) (http://en.wikipedia.org/wiki/Bharti_Airtel)

(http://toostep.com/debate/vodafone-zoozoo-ads-versus-

airtel-lovebirds-ads)
http://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdfhttp://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdfhttp://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdfhttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://toostep.com/debate/vodafone-zoozoo-ads-versus-airtel-lovebirds-adshttp://en.wikipedia.org/wiki/Bharti_Airtelhttp://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdfhttp://www.karmayog.org/education/upload/28069/Telecom%20Sector%20thesis.pdfhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.justdoiteasy.com/united-kingdom/questionnaire/customer-satisfaction.htmlhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.vodafone.com/etc/medialib/business_refresh/pdf.Par.69894.File.dat/Getting-closer-red-paper.pdfhttp://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdfhttp://www.techneau.org/fileadmin/files/Publications/Publications/Deliverables/D6.2.1.pdf


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QUESTIONNAIRE

1. Which mobile services do you use?

Vodafone . Airtel .........

2. Your gender?

Male ....... Female ........

3. What is your occupation?

Professional . Academic ........

Computers/engineering ........Student Others ........


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4. What is your age?

10 20 . 20 30 ......

30 40 ....... >40 .......

5. Which type of services do you use?

Postpaid . Prepaid ......

6. For how long have you been using these services?

Less than 6 months .........6 months - 1 year .........

More than a year ..........


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7. What is your monthly expenditure in terms ofyour mobile usage?

Less than Rs. 200 ........

Rs. 200 to Rs. 500 ........

Rs. 500 to Rs. 1000 .......

More than Rs. 1000 .......

8. How do you rate your services provider in terms ofconnectivity and area of network coverage?

Good .......

Bad .......

Neither good nor bad ......


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9. What do you feel about the call tariff linked withthe connection you are currently using?

Very Economical ......

Cheap ......

Normal ......

Expensive .......

10. How appropriate are the STD and ISD ratesrelated with your plan being used right now?

Very Economical .........

Cheap .........

Normal ........

Expensive ........


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11. How appropriate are the SMS rates related withthe plan you are using currently?

Very Economical ........Cheap ............

Normal .........

Expensive ......12. Do you receive unwanted calls and SMS

Advertisements? If Yes, do you mind it?

No ..........

Yes, I dont mind .........

Yes, I hate them .........


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13. Are you satisfied with the recharge options? i.erates / availability etc.

Yes .........

No ........

Neither Yes nor no .......

14. Evaluate your most recent customer services

experienceVery Bad ........

Bad ..........

Neither Good nor Bad ............

Good ............

very Good ................


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15. How would you rate your level of satisfaction with theservice provider in regards to value?Very Bad .........

Bad ........Neither Good nor Bad .......Good ........

Very Good ........

16. How would you rate your level of satisfaction with theservice provider in regards to pricing?Very Bad .......Bad .......Neither Good nor Bad .......Good .........

Very Good ......


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17.How likely are you to recommend the services ofthis company to a friend or relative? Would you say

your chances are?

Very Bad .............Bad ..........

Neither Good nor Bad ........

Good ...........Very Good ........

18. Over the next 12 months, how likely are you tochange your service provider?

No plans at all ........Yes will change to something better ...........

I am happy with what I am having ...........


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..THANK YOU.

airtel vodafone.pptx

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