Hemant Singhal
-
Upload
shashank-kumar-rai-bhadur -
Category
Documents
-
view
238 -
download
0
Transcript of Hemant Singhal
-
8/12/2019 Hemant Singhal
1/64
1
A SERVEY REPORT ONCUSTOMERS SATISFACTION LEVEL ON AIRTEL NETWORK
IN VARANASI
Submitted in partial fulfillment for the award of
.
SCHOOL OF MANAGEMENT SCIENCES
VARANASI
SUBMITTED TO
Dr.Hemant Kumar Yadav
Senior Lecturer
SMS, Varansi.
SUBMITTED BY
Hemant Sing a!
BB" # t Semester
B$%&$'(%%)#&*+
Bachelor of Business Administration2011-2014
-
8/12/2019 Hemant Singhal
2/64
2
DECLARATION
We hereby declare that this research work embodied in thisentitled Dissertation customer satisfaction level on Airtelnetwork has been carried out by us, under the guidance ofDr.Hemant Kumar Yadav .
We also declare that this dissertation has not been submitted toany ni!ersity or "nstitution for the award of any Degree ordi#loma.
Hemant Singhal
Signature: __________
-
8/12/2019 Hemant Singhal
3/64
3
ACK !"#$D%$&$ '
I express my sincere thanks to my project guide, Dr.HemantKumar Yadav (Senior Lecturer) SMS, Varanasi, for guiding meright from the inception till the successful completion of the
project. I sincerely ackno ledge her for extending their !alua"leguidance, support for literature, critical re!ie s of project and thereport and a"o!e all the moral support he had pro!ided to me
ith all stages of his project.
-
8/12/2019 Hemant Singhal
4/64
4
'AB#$ !( C! '$ 'S
S. NO CHAPTER NAME
1 Declaration
2 Acknowledgement
3 ntrod!ction
" O#$ecti%e o& t'e (t!d)
* Re(earc' met'odolog)
+ Sco,e o& t'e (t!d)
- Data ,re(entation
Data anal)(i( and inter,retation
/ Com,ari(on
10 inding(
11 Concl!(ion
12 Recommendation
13 i#liogra,')
1" Anne !re
-
8/12/2019 Hemant Singhal
5/64
5
INTRODUCTION
-
8/12/2019 Hemant Singhal
6/64
6
-
8/12/2019 Hemant Singhal
7/64
7
!ver view of telecom sector
"ndian telecom sector is more than 1$% years old. &elecommunications
was first introduced in "ndia in 1'%1 when the first o#erational land lineswere laid by the go!ernment near (olkata )then *alcutta+, althoughtele#hone ser!ices were formally introduced in "ndia much later in 1''1.urther, in 1'' , tele#hone ser!ices were merged with the #ostal system."n 1 4/, after "ndia attained inde#endence, all foreign telecommunicationcom#anies were nationali ed to form the osts, &ele#hone and &elegra#h) &&+, a body that was go!erned by the inistry of *ommunication. &he"ndian telecom sector was entirely under go!ernment ownershi# until1 '4, when the #ri!ate sector was allowed in telecommunicatione3ui#ment manufacturing only. &he go!ernment concreti ed its earlierefforts towards de!elo#ing 5D in the sector by setting u# an autonomousbody 6 *entre for De!elo#ment of &elemetric )*-D7&+ in 1 '4 to de!elo#state-of-the-art telecommunication technology to meet the growing needsof the "ndian telecommunication network. &he actual e!olution of theindustry started after the 8o!ernment se#arated the De#artment of ostand &elegra#h in 1 '% by setting u# the De#artment of osts and theDe#artment of &elecommunications )Dot+.
&a)or telecom com*anies in +ndia
9harti :irtel
eliance *ommunication.
;odafone obile
"dea
9
&:&: &eleser!ices
:ircel
ninor
;ideocon
-
8/12/2019 Hemant Singhal
8/64
8
&=>
!verview of Bharti Airtel',*e: - u/lic Co.
(ounded: - 0 th 1ul, 2334.
(ounder:-Sunil Bharti &ittal.
Head 5uarter: - ew Delhi
Area Served: - South Asia6 Africa and Channel +slands.
Ke, eo*le: - Sunil Bharti &ittal.
$m*lo,ees: - 726773.
Su/scri/er: - 788 &illion 9in +ndia .
"e/site: - "ww.Airtel.Com
Bharti Airtel , commonly known as Airtel , is the largest"ndian telecommunications
-
8/12/2019 Hemant Singhal
9/64
9
:irtel is the largest #ro!ider of mobile tele#hony and second largest#ro!ider of fi@ed tele#hony in "ndia, and is also a #ro!iderof broadband and subscri#tion ser!ices. "t offers its telecom ser!icesunder the :irtel brand. 9harti :irtel is the first "ndian telecom ser!ice#ro!ider to achie!e *isco 8old *ertification. "t also acts as a carrier fornational and international long distance communication ser!ices. &hecom#any has a submarine cable landing station at *hennai, whichconnects the submarine cable connecting *hennai and
-
8/12/2019 Hemant Singhal
10/64
10
OBJECTIVES
-
8/12/2019 Hemant Singhal
11/64
11
1. &o analy e the customerAs satisfaction
"n this sur!ey re#ort, the analysis has been on the indi!idual customers of :irtel mobile
ser!ices and their le!el of satisfaction with the ser!ices #ro!ided by :irtel. &he !arious
ser!ice #arameters considered in this re#ort include B*onnecti!ity, lans and tariff,
8 < s#eed, ;oice clarity, 8 ser!ices, 8 #lans, 8 s#eed, oaming charges,
-
8/12/2019 Hemant Singhal
12/64
12
RESEARCHMETHODOLOGY
-
8/12/2019 Hemant Singhal
13/64
13
'Y $ !( ;$S$A;CH C &he ty#e of research used in the #resent sur!ey isthe Descri*tive ;esearch which describes the state of affairs as it e@ists at #resent.
'Y $ !( DA'A .
A;$A !( S
-
8/12/2019 Hemant Singhal
14/64
14
SCOPE OF THE
SYUDY
-
8/12/2019 Hemant Singhal
15/64
15
&o conduct this research the target #o#ulation was the mobileusers, who are using :irtel connection.
&argeted of geogra#hic area of ;aranasi.
-
8/12/2019 Hemant Singhal
16/64
16
DATA
RESENTATION
DATA
RESENTATION
-
8/12/2019 Hemant Singhal
17/64
17
Age group of the re po!"e!t#
:. 9elow20 9. 21- 0 *. 1-40 D. 41--%0 E.%0 abo!e
Age grou* A2 A7 A? A@ A4/elow 78 72-?8 ?2-@8 @2-48 48 a/ove
o. ofres*ondent
2 23 ? 2
+n this figure6 we can see6 A7 age grou* 972-?8 ma imum *referAirtel network6 A? age grou* 9?2-@8 is in 7 nd *osition6 A2 age grou*
-
8/12/2019 Hemant Singhal
18/64
18
9/elow 78 is in ? rd *osition6 and A@ age grou* 9@2-48 is in last*osition.
%ender of the res*ondent:
&: :>E (: E :>E
-
8/12/2019 Hemant Singhal
19/64
19
'he surve, revealed that @3 female res*ondents and 0 maleres*ondents *refer Airtel network. 'he reason is /rand image set u*in the minds of the res*ondents a/out Bharti Airtel.
$ducation /ackground of the res*ondent:
A. ursuing or com#leted FD. B. ursuing or com#leted #ost graduation. C.ursuing or com#leted graduation degree. D. ursuing or com#leted intermediate.$ . ursuing or com#leted matriculation. . =one of the abo!e.
$ducation B7 B? B@ B2
ursuing orcom*leted
ursuing orcom*leted
ursuing orcom*leted
ursuing orcom*leted
-
8/12/2019 Hemant Singhal
20/64
-
8/12/2019 Hemant Singhal
21/64
21
?46888-48888
786888-?46888
#ess than786888
486888 anda/ove
res*ondent @@ ? 2 70
+n this chart6 + want to show ,ou that @@ res*ondents monthl,income is C? 9?46888-48888 6 ? res*ondents monthl, incomeis C7 9786888-?46888 6 70 res*ondents monthl, income isC29#ess than 786888 6 2 res*ondents monthl, income is C@9486888 and a/ove .
um/er of mem/ers in ,our famil,E
BBBBBBBBBBBBBBBBBBBBBB
am. si e 2 4 % $ / ' 10 11 12
res#onden 2 ' 2$ 0 2/ 14 2 % 1 1
-
8/12/2019 Hemant Singhal
22/64
22
t
'his gra*h is showing famil, siFe of res*ondents6 ?8res*ondentGs famil, siFe is 4 mem/ers6 70 res*ondentGsfamil, siFe is 6 7 res*ondentGs famil, siFe is @6 2@res*ondentGs famil, siFe is 06 3 res*ondentGs famil, siFe is 6 res*ondentGs famil, siFe is ?6 4 res*ondentGs famil, siFe is286 7 res*ondentGs famil, siFe is 36 7 res*ondentGs famil, siFeis 76 2 res*ondent famil, siFe is226 and 2 res*ondent famil,siFe is 24.
=umber of mobile users and :irtel users in the family of the res#ondentC
:. 1 9. 2 *. D. 4 or abo!e
-
8/12/2019 Hemant Singhal
23/64
-
8/12/2019 Hemant Singhal
24/64
24
user %2 %7 %? %@
ost *aid re *aid Data card An, other
res*ondent 24 28 ? 2
+n this figure6 28 users are using %7 9 re*aid 6 out of 274users of Airtel network6 24 users are using %2 9 ost*aid 6 ?users are using %? 9Data card 6 2 user is using %@ 9An,other out of 274 users of Airtel network.
"hich is ,our *rimar, connectionE
BBBBBBBBBBBBBBBBBB..
-
8/12/2019 Hemant Singhal
25/64
25
etwork 2 7 ? 4 0
Bsnl +dea =odafone 'atadocomo ;eliance
-
8/12/2019 Hemant Singhal
26/64
26
BBBBBBBBBBBBBBBBBBBBBB.
'his gra*h is showing6 how *eo*le came to know a/out the Airtelconnection6 @ res*ondents got aware from 17 9 "dvertisement 6 @?res*ondents got aware from 1@ 9(riends 6 78 res*ondents got aware from12 9(amil, 6 res*ondents got aware from 1? 9&edia .
Source 12 17 1? 1@
(amil, Advertisement &edia (riends
res*ondents 78 @ @?
-
8/12/2019 Hemant Singhal
27/64
27
Since how long ,ou have /een using this connectionE
:. 0- onths 9 .4-$ onths *. /-12 onths D. :bo!e 1Gear E. :bo!e%Gear
'ime $2 $7 $? $@ $4
8-?&! 'HS
@-&! 'HS
0-27&! 'HS
AB!=$2 Y$A;
AB!=$4 Y$A;
;es*ondent @ ?8 20 74 @
+n this figure + want to show ,ou6 @ res*ondents are using Airtelconnection $2 9last ?months 6 ?8 res*ondents are using Airtelconnection $7 9last @- months 6 20 res*ondents are using
-
8/12/2019 Hemant Singhal
28/64
-
8/12/2019 Hemant Singhal
29/64
29
res*ondents view is ;? 9@-4 da, 6 22 res*ondents view is ;@9&ore than 4 da,s 6 24 res*ondents view is ;4 9not a**lica/le .
,ou have alternate connection6 a*art from Airtel6 s*ecif, the name of connectionE
BBBBBBBBBBBBBBB, BBBBBBBBBBBBBBBBBB
:lternetconnection
H1 H2 H H4 H% H$ H/ H' 9>:=(
9snl "dea ;7D: 7=E :" *E> &:&:D7*7 7
E>":=*E ="=7 :irtel
es#ondents $ $ 11 2 1' 21 2 1
-
8/12/2019 Hemant Singhal
30/64
-
8/12/2019 Hemant Singhal
31/64
31
9snl "dea ;7D: 7=E :" *E> &:&:D7*7 7
E>":=*E ="=7 :irtel
resa#ondent 2 1 1 1% 1% / 2%
+ wanted to know6 how man, res*ondents leave Airtel connectionand take u* some other connection6 in this figure ,ou can see 73res*ondents want to move to S2 9BS # 6 2? res*ondents want tomove to S7 9+D$A 6 2? res*ondents want to move to S?9=!DA(! $ 6 ? res*ondents want to move to S@ 9A+;C$# 6 24res*ondents want to move to S4 9'A'A D!C!&! 6 24res*ondents want to move to S 9;$#+A C$ 6 0 res*ondents wantto move to S0 9< + !; 6 and 74 res*ondents donGt want to moveto an, other connectionJ
How do ,ou know a/out the new offers and *lansE
:. *all from customer care 9.
-
8/12/2019 Hemant Singhal
32/64
32
=EW 7 E < :=D >:=
>1 >2 > >4
from customercare
-
8/12/2019 Hemant Singhal
33/64
33
How much mone, did ,ou s*end on mo/ile recharge /ill in last month
:. 9elow s100 9. below s200 *. s201- s%00 D. s%01- s1000 E. abo!es1000.
&! $YS $ D
&2 &7 &? &@ &4
9elows100
belows200
s201-s%00
s%01-s1000
abo!es1000
;$S ! D$ ' @ 2 0 8
+n this we can see how much mone, ,ou s*ent in last month6so @ res*ondents s*end mone, &2 9;s288 6 res*ondents
s*end mone, &7 9/elow ;s788 6 2 res*ondents s*end mone,&? 9;s782- ;s488 6 0 res*ondents s*end mone, &@ 9;s482-;s2888 6 8 res*ondent s*end mone, &4 9a/ove ;s2888 6 andrest of the res*ondents didnGt fill this uestionJJ..
-
8/12/2019 Hemant Singhal
34/64
34
"hat is ,our average monthl, e *enditure on mo/ile recharge /illE
BBBBBBBBBBBBBBBBBBBBBBB..
'his figure is showing average e *enditure of res*ondents as 77res*ondents avg. e *enditure is ;s 2886 2 res*ondent avg. e *enditureis ;s 28886 2 res*ondent avg. e *enditure is ;s 27886 res*ondentsavg. e *enditure is ;s 2486 7 res*ondents avg. e *enditure is ;s 2488622 res*ondents avg. e *enditure is ;s 7886 3 res*ondents avg.e *enditure is ;s 7486 2? res*ondents avg. e *enditure is ;s ?886 2res*ondents avg. e *enditure is ;s ?486 2 res*ondents avg.e *enditure is ;s ?486 2 res*ondent avg. e *enditure is ;s ?046 2res*ondent avg. e *enditure is ;s @886 7 res*ondents avg. e *enditure
is ;s @486 res*ondents avg. e *enditure is ;s 486 27 res*ondents avg.e *enditure is ;s 4886 2 res*ondent avg. e *enditure is ;s 4486 2?res*ondents avg. e *enditure is ;s ?886 ? res*ondents avg.e *enditure is ;s 886 2? res*ondents avg. e *enditure is ;s ?886 2res*ondent avg. e *enditure is ;s 086 4 res*ondents avg. e *enditureis ;s 886 2 res*ondent avg. e *enditure is ;s 48J.
-
8/12/2019 Hemant Singhal
35/64
35
Satisfaction level of customers
1 . Highl, satisf, 7. Slightl, satisf, ?. Satisf, @. either satisfies nor dissatisfies 4. Dissatisf, .Slightl,Dissatisf, 0. Highl, Dissatisf,
S. o Categor,: lease state ,our satisfaction levels w.r.t. the followingcriteria
;ank
1 *onnecti!ity.
2 lans and tariff.
8 < s#eed.
4 ;oice clarity.
% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.
$ 8 ser!ices.
/ 8 #lans.
' 8 s#eed.
oaming charges.
10
-
8/12/2019 Hemant Singhal
36/64
36
SA'+S(AC'+!#$=$#
2 7 ? @ 4 0
Highl,satisf,
Slightl,satisf,
Satisf, eithersatisfies nordissatisfies
Dissatisf, Slightl,Dissatisf,
Highl,Dissatisf,
;$S ! D$ ' 2 77 ?3 70 @ 7 2
+n this figure + am showing out of 274 users of Airtel6 2 are highl,satisfied6 77 are slightl, satisfied6?3 are satisfied6 70 are either satisfiednor dissatisfied 6 @ are highl, dissatisfied6 7 are slightl, dissatisfied6 2 arehighl, dissatisfied.
-
8/12/2019 Hemant Singhal
37/64
37
Data Anal,sis and inter*retationData Anal,sis and inter*retation
-
8/12/2019 Hemant Singhal
38/64
38
"hich features attracted to ,ou taking this connection6 to* threefeatures reasonsE
:BBBBBBBBBBB9BBBBBBBBBB*BBBBBBBBBB..
D2 good network D11 plan
D call rates D12 planD4 Airtel to Airtel free D1 easily available recharge
D% small recharge voucher D14 special offers
D$ 3G services D1% voice clarity
D/ Connectivity D1$ reliability
D' best customer service D1/ Sms packs
D better recharge D1' lesser service tax
D10 Gprs speed D1 Gprs plans
D20 V.A.S
-
8/12/2019 Hemant Singhal
39/64
39
Interpretation: In this chart, I asked hich feature attracted you, I got manyresponses. I multiplied "y # from $ st feature, multiplied "y % from % nd feature, andmultiplied "y $ from # rd feature after that added all the figures
According to ,ou6 to* three networksE :BBBBBBBBBBBB9BBBBBBBBBBB*BBBBBBBBBBBB
=1 BS ! =$ "#!$A C#
=2 $%#A =/ & $ '"
= V'%A(' # =' A$")#!
=4 A$"C#! = V#"G$
=% )A)A %'C'*'
I!terpret$t%o!# +n this chart6 + asked to* three network 6 + got man,res*onses. + multi*lied /, ? from 2 st res*onse6 multi*lied /, 7 from7 nd res*onses6 and multi*lied /, 2 from ? rd res*onses after that added allthe figures.
-
8/12/2019 Hemant Singhal
40/64
40
An, s*ecific reason for move other network6 to* three reasonsE
:BBBBBBBBBBBB9BBBBBBBBBBBB*BBBBBBBBBBB
(1 8ood ser!ice (1 e@tra talk time
(4 8ood connecti!ity (14 >ess ser!ice ta@
(% 8 ser!ice #lan (1% =o delay in #roblem sol!ing
($ 8ood network (1$ =ight #ack
(/ >ow cost (1/
-
8/12/2019 Hemant Singhal
41/64
-
8/12/2019 Hemant Singhal
42/64
42
+nter*retation: + asked which kind of features ,ou are wishing 6 theres*ondents res*onses was as fallowsJ.+ multi*lied /, ? from 2 st feature6
multi*lied /, 7 from 7nd
feature6 and multi*lied /, 2 from ?rd
feature afterthat added all the figures.
*om#ariso
n
-
8/12/2019 Hemant Singhal
43/64
-
8/12/2019 Hemant Singhal
44/64
44
E>":=*E network, $1.2 I res#ondents are using :" &E>network.
-
8/12/2019 Hemant Singhal
45/64
-
8/12/2019 Hemant Singhal
46/64
46
rimary connection of the res#ondent with differentnetworks
+nter*retation:
&he sur!ey found that according to 9 res#ondents /.2I res#ondents used idea,0.4I res#ondents used ;odafone, 2'I res#ondents used reliance, 2.'Ires#ondents used :irtel network.
-
8/12/2019 Hemant Singhal
47/64
47
"DE: res#ondents 0.'I res#ondents were used 9snl, 4.'I res#ondents were used;odafone, %.$I res#ondents were used reliance, 4.'I res#ondents were used :irtel
network.
;7D: 7=E res#ondents 14.4I res#ondents were used 9snl, $.4I res#ondents wereused idea, $.4I res#ondents were used reliance, 'I res#ondents were used :irtelnetwork.
E>":=*E res#ondents 2.4I res#ondents were used 9snl, 4.'I res#ondents wereused idea, %.$I res#ondents were used ;odafone, %.$I res#ondents were used :irtelnetwork.
:" &E> res#ondents %.$I res#ondents were used 9snl, 10.4I res#ondents wereused idea, 14.4I res#ondents were used reliance, and 42.4I res#ondents were used
;*7D: 7=E network.
-
8/12/2019 Hemant Singhal
48/64
48
roblem resol!e of different network in different time
+nter*retation:
&he sur!ey re!ealed that %.2I 9 res#ondentAs #roblem is sol!ed in 1)1 day+, 4'I "DE: res#ondentAs #roblem is sol!ed in 1 )1 day+, $I;7D: 7=E res#ondentAs #roblem is sol!ed in 1 )1 day+, 2 .$I
-
8/12/2019 Hemant Singhal
49/64
49
E>":=*E res#ondentAs #roblem is sol!ed in 1 )1 day+, 4.4I :" &E>res#ondentAs #roblem is sol!ed in 1 )1 day+.
2 .2I 9 res#ondentAs #roblem is sol!ed in 2 )2- days+, 22.4I "DE:
res#ondentAs #roblem is sol!ed in 2 )2- days+, %.2I ;7D: 7=Eres#ondentAs #roblem is sol!ed in 2 )2- days+, .$I E>":=*Eres#ondentAs #roblem is sol!ed in 2 )2- days+, $.'I :" &E>res#ondentAs #roblem is sol!ed in 2 )2- days+.
22.4I 9 res#ondentAs #roblem is sol!ed in )4-% days+, 'I "DE:res#ondentAs #roblem is sol!ed in )4-% days+, 'I ;7D: 7=Eres#ondentAs #roblem is sol!ed in )4-% days+, .$I E>":=*Eres#ondentAs #roblem is sol!ed in )4-% days+, $.'I :" &E>res#ondentAs #roblem is sol!ed in ' )4-% days+.
.$I 9 res#ondentAs #roblem is sol!ed in 4 )more than % days+, 0I"DE: res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'I;7D: 7=E res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'IE>":=*E res#ondentAs #roblem is sol!ed in 4 )more than % days+, '.'I
:" &E> res#ondentAs #roblem is sol!ed in 4 )more than % days+.
'.'I 9 res#ondentAs #roblem is sol!ed in % )not a##licable+, 1%.2I"DE: res#ondentAs #roblem is sol!ed in % )not a##licable+, 12I;7D: 7=E res#ondentAs #roblem is sol!ed in % )not a##licable+, 1$IE>":=*E res#ondentAs #roblem is sol!ed in % )not a##licable+, 12I
:" &E> res#ondentAs #roblem is sol!ed in % )not a##licable+.
-
8/12/2019 Hemant Singhal
50/64
50
&ove an, other network
+nter*retation:
:ccording to 9 res#ondent /.2I res#ondents mo!e idea network, 2 .2Ires#ondents mo!ed to ;odafone network, 12.'I res#ondents mo!ed to eliancenetwork, 2 .2 res#ondents mo!ed to :irtel network.
-
8/12/2019 Hemant Singhal
51/64
51
:ccording to "DE: res#ondent .$I res#ondents mo!e 9snl network, 10.4Ires#ondents mo!ed to ;odafone network, '.'I res#ondents mo!ed to eliancenetwork, 10.4I res#ondents mo!ed to :irtel network.
:ccording to ;7D: 7=E res#ondent 4.4I res#ondents mo!e 9snl network, 10.4 I"dea res#ondents mo!ed to ;odafone network, .$I res#ondents mo!ed to eliancenetwork, 10.4I res#ondents mo!ed to :irtel network.
:ccording to E>":=*E res#ondent 1 ./%I res#ondents mo!e 9snl network, /.2Ires#ondents mo!ed to "dea network, 12.'I res#ondents mo!ed to ;odafone network,12I res#ondents mo!ed to :irtel network.
:ccording to :" &E> res#ondent 10.4I res#ondents mo!e 9snl network, 20I
res#ondents mo!ed to "dea network, 2 .2I res#ondents mo!ed to eliance network,4.'I res#ondents mo!ed to ;odafone network
!verall satisfaction of different res*ondent
"nter#retationC
-
8/12/2019 Hemant Singhal
52/64
-
8/12/2019 Hemant Singhal
53/64
53
indings
-
8/12/2019 Hemant Singhal
54/64
54
+ 'H+S
S: "&G
8 < < EED
E::9>E E*F: 8E ;7 *FE < 7 E- E*F: 8E
79>E E &"7= "< D7=E W"&F"= /2 F7 :=< :=D &: " , &F 7 8F < :9>E
= 7 :9>E
= 7 EJ& : &:>( &" E
7 E
-
8/12/2019 Hemant Singhal
56/64
-
8/12/2019 Hemant Singhal
57/64
57
Clear tariff *lans:
:irtel is offering !arious tariff #lans under !arious names. During the study it is
7bser!ed that #eo#le are confused about the tariff #lans. &herefore effortsshould be #ut in educating the customers on tariff #lans at the #oint of #urchase.
Customers meet:
ost of the customers ha!e the #roblems relating #roblems like ser!ice andnetwork etc. "n order to resol!e this #roblem regular customers meet can be
arranged in these towns where customers can seek solutions for their #roblems.
"ntroduction of &ele communicationC - searchtelecom.techterget.com ,
Downloaded on 2'-0 -201 .
"ntroduction of &ele communicationC - www.dnb.co.in
"ntroduction of 9harti :irtelC - www.airtel.com
esearch methodologyC *. .(othari, new age international, #ublishers.
/i/liogra*h,
http://searchtelecom.techterget.com/http://www.dnb.co.in/http://www.airtel.com/http://searchtelecom.techterget.com/http://www.dnb.co.in/http://www.airtel.com/ -
8/12/2019 Hemant Singhal
58/64
58
-
8/12/2019 Hemant Singhal
59/64
59
Re po!"e!t& per o!$' %!for($t%o!
1. =ame of the res#ondentC
2. :ge grou# of the res#ondentC
:. 9elow20 9. 21- 0 *. 1-40 D. 41--%0 E.%0 abo!e
. 8ender of the res#ondentC ) ale K emale+
4. Education background of the res#ondentC
B. ursuing or com#leted FD.
C. ursuing or com#leted #ost graduation.
D. ursuing or com#leted graduation degree.
$. ursuing or com#leted intermediate.
(. ursuing or com#leted matriculation.
%. =one of the abo!e.
-
8/12/2019 Hemant Singhal
60/64
60
%. &he gross monthly family income of the res#ondent in ru#ees )"= +C
9. >ess than 20,000 9. 20,000- %,000 *. %,000-%0000 D. %0,000 and abo!e
$. =umber of members in your familyL
BBBBBBBBBBBBBBBBBBBBBB /. =umber of mobile users in the family of the res#ondentC
9. 1 9. 2 *. D. 4 or abo!e
'. =umber of :irtel users in the family of the res#ondentC
:. 1 9. 2 *. D. 4 or abo!e
-
8/12/2019 Hemant Singhal
61/64
-
8/12/2019 Hemant Singhal
62/64
-
8/12/2019 Hemant Singhal
63/64
63
8 < s#eed.
4 ;oice clarity.
% *ustomer care e@ecuti!eAs )**EAs+ beha!ior.
$ 8 ser!ices./ 8 #lans.
' 8 s#eed.
oaming charges.
10
-
8/12/2019 Hemant Singhal
64/64