MINI PROJECT REPORT ON

A STUDY OF CUSTOMER SATISFACTION ON

AIRTEL SERVICES
In partial fulfillment of the requirement for mini project

Bachelor of Business Administration

By

SUBMITTED BY
T.ANANYA REDDY

Hall Ticket number:

23MG101A56

UNDER THE GUIDANCE OF

Dr.KALPANA
Assistant Professor

School of Management
ANURAG UNIVERSITY
Venkatapur (V), Ghatkesar (M), Medchal (D),Hyderabad – 5000882022-
2026
 CERTIFICATE

This is to certify that the mini project report entitled

“A STUDY OF CUSTOMER SATISFACTION ON AIRTEL
SERVICES” has been submitted by T.ANANYA REDDY
bearing HT.No:23MG101A56 of second year of
Bachelor of Business Administration.

Mrs.kalpana Dr. V. Vishnu

Vandana

Project Guide HOD

 ACKNOWLEDGEMENT

A successful project is the result of teamwork and co-ordination that includes

not only the group of developers who put forth the ideas, logic, and efforts
but also those who guide them. So, at the completion of the project, I feel
obliged to extend my gratitude towards all those who made valuable
contributions throughout my training period.

I am thankful for all the knowledge, guidance, and support imparted by Dr.
Vishnu Vandana Head of the Department.

In addition, I wish to convey a deep sense of gratitude towards Supervisor

name Project Guide. Her impartial and enlightened guidance has been of
immense help to me and has been paramount in this analysis work.

T.ANANYA REDDY
23MG101A56
 DECLARATION

I, T.ANANYA REDDY, here by declare that the mini project report entitled, “A
STUDY OF CUSTOMER SATISFACTION ON AIRTEL SERVICES” submitted by me
to the Anurag University, in partial fulfilment of the requirement for the award
of the degree of Bachelor of Business Administration under the guidance of
Supervisor name Assistant/Associate Professor, is my original work, and the
conclusions drawn therein are based on the material collected by myself. The
Report submitted is my own work and has not been duplicated from any other
source. I shall be responsible for any unpleasant moment/situation.

T.ANANYA REDDY
23MG101A56
S.NO. CONTENTS PAGE NO

CHAPTER-I INTRODUCTION

1.2 Introduction 8

1.4 Objectives of the study 9

1.5 Scope of the study 10

1.6 Research methodology 11

1.7 Limitations of the study 12

CHAPTER-II Review of Literature 14-17

CHAPTER-III Industry Profile 18-22

CHAPTER- IV Data Analysis 23 -37

CHAPTER-V Findings, Suggestions and 38 -4 0

Conclusion

4.1 Findings 38

4.2 Suggestions 39

4.3 Conclusion 40

Bibliography& questionnare

INDEX
 CHAPTER : 1

INTRODUCTION
 1.1 ABSTRACT

The project entitled “A study of customer satisfaction on

Airtel services " is carried out with an objective to
determine the consumer preference and satisfaction. A
descriptive study was conducted to achieve the objectives.
In total 100 respondents filled a well-structured
questionnaire having a list of statements pertaining to
services & facilities provided by the service provider. The
main objective of the study was to know how the
customers of AIRTEL Broadband perceive its Services are
satisfied with the services provided by AIRTEL and also to
identify the factors affecting the preferences of the
customers Results reveal that the dimensions which
influence the satisfaction level of customer’s are: Core
services like good coverage, good connectivity and
network quality and call rate. Further results show that
there is a significant relation between the brand name and
the preference of customers. Hence, it has been
recommended that telecom companies should focus on
connectivity, call rate, coverage and network quality.
KEYWORDS
Airtel, Comparative study, Customer satisfaction, Mobile connection,
Network connections

INTRODUCTION

1.2 BRIEF INTRODUCTION ABOUT THE TOPIC

OF REPORT

Customer satisfaction is a term frequently used in Marketing. While

it’s often abbreviated as CAST, It is more correct to abbreviated it as
CSAT. It is measured of how Products and Services supplied by a
company to meet Customer expectations. Customer satisfaction is
defined as “ the member of customer’s, or percentage of total
customers, whose reported experience with a firm, it’s products, or
it’s Service ( rating) exceeds specific satisfaction goals” . In a
survey of nearly 100 Students 5O percent responded that they
found a customer satisfaction metric very useful in managing and
monitoring Their businesses. It is seen as a key performance
indicator Within business and is often part of a balanced scorecard.
In a competitive marketplace where businesses complete for
 customers, Customer satisfaction is seen as a key differentiator and
increasing has become a key element of business strategy.

“In increasing satisfaction, firms generally ask customers Whether

Their products or service has met or exceeded expectations. Thus,
expectations are a key factor behind satisfaction. When customers
have high expectations and the reality falls short, They will be
disappointed and will likely rate Their experience as less than
Satisfying. Dir thus reason, a luxury resort, for example, might
receive a lower satisfaction rating than a budget motel—even
through it’s facilities and would be deemed superior in ‘absolute’
terms.

CUSTOMER SATISFACTION MEASUREMENT

A basic and effective base line Customer satisfaction survey

program should focus on Measuring customer perception of how
will the company delivers on the critical success factors and
dimensions of the business as defined by the customer:

For example

• Service promptness
• Courtesy of staff
• Responsiveness
Understanding the customer Two main factors determine the accuracy
of CMS. The first is the asking the right question And the second is the
asking them to the right people sample of customers which accurately
Reflects the customer base.

Three things decide the accuracy of a sample. They are:

• It must be representative.
• It must be randomly selected.
• It must be adequate enough.
1.3 SIGNIFICANCE OF THE STUDY

Studying Airtel services is significant because it helps the

company understand how customers feel about the services they
provide. By analyzing customer feedback and satisfaction levels,
Airtel can identify areas of improvement, enhance their offerings,
and ensure that customers are happy with their services. This
study enables Airtel to make informed decisions to enhance
customer experience, retain loyal customers, and attract new
ones. Ultimately, by focusing on studying their services, Airtel can
maintain a competitive edge in the market and build a strong
reputation for providing quality services.

1.4 SCOPE OF THE STUDY

➢ To identify the customer satisfaction level of airtel.

➢ To know about the telecom sector and the rising competition in this
practical field.
➢ This study aims towards collecting information about consumers
psychology towards airtel and thus helping airtel in understanding
customer’s nature and help in developing strategies which will help
them in increasing their business.
➢ This study helps to understand the satisfactory level of consumers
towards the brand. And also understanding the consumer attitude and
their buying motives by means of company brand image.
 1.5 OBJECTIVE OF THE STUDY

➢ To study the customer satisfaction towards AIRTEL.

➢ To analyze the consumer perception towards Airtel like Post Paid, Pre-
Paid, GPRS Services Etc..

1.6 RESEARCH METHODOLOGY

PRIMARY SOURCE OF DATA :

Primary Source of data is the data which needs the personal efforts of
collecting and which are not Readily available. Primary data is the first
hand information, which has been collected Directly from the
customers. Primary sources are characterized not by their format but
rather y the information they convey and their relationship to the
research question. The interpretation and evaluation of these sources
becomes the basis for other research.

The data collected for a purpose in original and for the first time is
known as primary data.
The researcher collect this data to Study a particular problem.

1. To study and analyze the perception status and thee movement of the
airtel services along with its competitors.
2. To identify the market standing of the airtel limited with its competitive
telecom companies.
 FOLLOWING ARE FEW WAYS IN WHICH THE DATA WAS
COLLECTED:

1. Questionnaires:
Its set of questions on a link and it has being given to the Respondents
to fill it.

2. Direct interviewing:
Direct interviewing involved the process where questions are asked
directly to the customers and got the feedback.

SECONDARY DATA:

Secondary data analysis can save time that would otherwise be spent
collecting data and, particularly in the case of quantitative data, can
provide larger and higher quality databases that would be unfeasible
for any individual researcher to collect on their own. In addition,
analysts of social and economic change consider secondary data
essential, since it is impossible to conduct a new survey that can
adequately capture past change and/or developments. The secondary
data are an integral part of any research study or a research report as
it provides information on key variables, which pay major part in the
actual research the data cannot be obtained in person within a short
span of project life. Thus, sources of secondary data collected include.
The internet, which is a source of information of any issue. Various
business journals, magazines and newspapers.
1. Find out the potential customers, who can be very beneficial for the
company.

2. To make aware of the customer about company’s services and to educate

them and aware about the different benefits.

3. To formulate the competitive marketing strategies to have better approach to

the customer.

4. To study the present and past response of the customer towards the services
of airtel.

1.7 LIMITATIONS OF THE STUDY

 The feedback received from the individuals is according to its

perception, limited exposure and personal knowledge level.

 Few respondents answered was collected.

 Respondents are concentrated where the customer of AIRTEL

only.

 The study has shown the various determinants of customer

perception and experience.
 CHAPTER-II

REVIEW OF LITERATURE
REFERENCES: Different News Articles From the google

CUSTOMER SATISFACTION, as a construct, has been fundamental to marketing for over

three decades. As early as 1960, Keith (1960) defined marketing as “ Satisfying the needs
and desires of the consumer”. Hunt (1982) reported that by the 1970s, interest in
customer satisfaction had increase to such an extent that over 500 studies were
published. This trend continued and by 1992, Peterson and Wilson estimated the amount
of academic and Trade articles on Customer satisfaction to be over 15,000.

(Rosenberg & Czepiel 2017) Customer satisfaction is vital for modern day business for
two main reasons. First, customers are scarce resource it is far easier to obtain from an
old customer than from a new one. Second, customer loyalty and satisfaction has a
positive effect on the profitability revenues of the company.

Hill and Alexander (2000) wrote in their book that “ companies now have big investment
in the database marketing, relationship management and customer planning to move
closer to their customers satisfaction ”.

Jones and sasser (1995) wrote that “ achieving Customer satisfaction is the main goal
for most Service firms Today”. Increasing customer satisfaction has been shown to Directly
affected companies, Market share, which leads to improved profits, positive
recommendation, lower marketing expenditure ( Reichheld, 1996; Heskett at 1997), and
greatly impact the corporate image and survival ( Pizam and Ellis,1999).

Customer satisfaction has been one of the top tools for a successful business. Customer
satisfaction is defined as an overall evaluation based on the total purchase and
consumption experience with the good or service over time (Fornell, Johnson,
Anderson, Cha & Bryant 1996).

With marketing, customer satisfaction also comes along with it which means it ascertains
the expectation of the customer on how the goods and services are being facilitated by the
companies. Actionable information on how to make customers further satisfied is
therefore, a crucial outcome (Oliver 1999).
However, the product and its features, functions, reliability, sales activity and customer
support are the most important topics required to meet or exceed the satisfaction of the
customers. Satisfied customers usually rebound and buy more. Besides buying more they

15
also work as a network to reach other potential customers by sharing experiences (Hague
& Hague 2016) The value of keeping a customer is only one- tenth of winning a new one.
Therefore, when the organization wins a customer it should continue to build up a good 6
relationship with the client. Providing the quality of goods and services in the 20th century
is not only to satisfy the customers but also to have a safe position. Indeed, this has
benefited the customers significantly on consuming qualitative products (Rebekah &
Sharyn 2004)

Customer satisfaction is influenced by specific product or service features and perceptions

of quality. Satisfaction is also influenced by customer’s emotional responses, their
attibutions neither perception of equity (Zeithal & Bitner. 2003, 87-89).

Increased customer satisfaction can provide company benefits like customer loyalty,
extending the life cycle of a customer expanding the life of merchandise the customer
purchase and increases customers positive word of mouth communication. When the
customer is satisfied with the product or service of the company, it can make the customer
to purchase frequently and to recommend products or services to potential customers. It is
impossible for a business organization to grow up in case the company ignores or
disregards the needs of customers (Tao 2014).

Debnath (2008) thus study explain that the prime Focus of the Service providers is to
create a loyal customer base by bench marketing their performance and retaining existing
customers in order to benefit from their loyalty. With the commencement of the economic
Liberalization in 1991, and with a view to expand and improve Telecom infrastructure
through the participation of the private sector, the government of India permitted foreign
companies holding 51 percent equity stake in joint ventures to manufacture Telecom
equipment in India. The Indian Government has announced a new policy, which allows
private firms to provide basic telephone services. There has been a monopoly of the state-
owned department of Telecommunications.

Kalavani (2006) in Their study analyzed that major of the Respondents have given
favourable opinion towards the services but some problems exists that deserves the
attention of the Service providers. They need to bridge the gap between the Services
promised and services offered.

16
Kalpana and chinnadurai(2006) in their study titled” promotional strategies of cellular
service: A Customer perspective” analyzed that the increasing competition and changing
taste and preferences of the Customer’s all over the world are forcing companies to
change their targeting strategies. The study revealed the Customer attitude and their
satisfaction towards the cellular service in Coimbatore city. It was found that advertisement
Play a dominant role in influencing the Customers but most of the customers are of
opinion that promotional strategies of cellular companies are more sale oriented rather
than customer oriented Chris (2003).

Philip Kotler defines customer satisfaction as a ‘person’s feeling of pleasure or

disappointment, which resulted from comparing a product’s perceived performance or
outcome against his/her expectations’. Although Kotler uses abstract terms like pleasure
and disappointment, the definition is by no means ambiguous.

Customer satisfaction = f (perceived performance, buyer’s expectations)

Here, customer satisfaction is a function of perceived performance and expectations.

Paul Farris defines customer satisfaction as ‘the number of customers, or percentage of

total customers, whose reported experience with a firm, its products, or its services
exceeds specified satisfaction goals’. In fact, this definition is endorsed by the Marketing
Accountability Standards Board as the standard definition of customer satisfaction.

17
 CHAPTER - III

INDUSTRY PROFILE

18
 INTRODUCTION
An industry is an area of economic production which involves large amounts of upfront
capital investments before any profit can be realized. In economics and urban planning,
industrial is an intensive type of land use with economic activity involve with Manufacturing
and production.

ABOUT TELECOMMUNICATION:
The process of transmitting or receiving information over a distance by any electric or
electromagnetic medium can be called as Telecommunication. Information may take the
form of voice, video, or data. Over the last 2,000 years we have learned to communicate
over land, sea and space. Telecommunications was the cutting edge business of the 19 th
century and the foremost growing industry of the past 100years.

BRIEF HISTORY OF TELECOM IN INDIA

❖ Telecommunication came to India first in 1838. It was in the year when the first operational
land line were laid By the government near Calcutta ( seat of British power).
❖ Later in 1881, the telephone service was first introduced in India.
❖ Nothing major happened till 1985 when department of Telecommunication (DOT) was
established. It was an exclusive provider of domestic and long distance Service that would
be it’s own regulator ( separate from the postal system).
❖ Twelve years later, in 1997 Telecom Regulatory Authority of India (TRAI) came into
existence.

19
ABOUT AIRTEL

Airtel comes to you from Bharti Cellular Limited – a part of the biggest private integrated
Telecom conglomerate, Bharti Enterprises. Bharti Enterprises 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 in the telecom sector
with
Many firsts and innovations to its credit. Bharti has many joint ventures with world leaders
Like Singtel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian
infrastructure Find, Mauritius; International Finance Corporation, USA and New York Life
International, USA. Bharti provides a range of telecom services, which include Cellular,
Basic, Internet and Recently introduced National Long Distance. Bharti also manufactures
and exports telephone Terminals and cordless phones. Apart from being the largest
manufacturer of telephone Instruments in India, it is also the first company to export its
products to the USA. Bharti is the leading cellular service provider, with a footprint in 18
states covering all four metros. It Has over four million satisfied customers. So come
explore the making of the brand which Touches the lives of 700 million people across 18
states of
India. From the meaning of our Logo to downloadable goodies for your computer, it’s all
here.

20
BRAND & ADVERTISING:-

For A brand to be successful, it must build enduring relationships with its 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 the consistent
application of a carefully
Developed visual identity, which helps Airtel distinguish itself in a cluttered market. Airtel’
Visual identity helps create instant brand recall and strengthens the relationships that its
Audiences have with it. 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 is a strong, contemporary and confident symbol for a brand that is always
ahead of the rest. It is a specially drawn wordmark.

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CUSTOMER VALUE AND SATISFACTION

Customer delivered value is the difference between total customer value and total
customer Cost. Total customer value is the bundle of benefits customers expected form a
given product or service. Total customer cost is the bundle of costs customers expect to
incur in evaluation, Obtaining, using and disposing.

Michael Partner of Harvard proposed the generic value chain as a tool for identifying ways
to Create more customer value. Every firm is the collection of activities that are performed
to Design, produce market, deliver and support its product. The value chain identifies nine
Strategically relevant activities that create value and lost in business. This nine creating
Activities, which consists of five primary activities and four supporting activities.

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 CHAPTER- IV
DATA ANALYSIS &INTERPRETATION

According to the objectives, survey has been undertaken. It has been further analyzed and
Interpreted with the help of the following tables and graphs. The simple size is 52 persons.
In this chapter an attempt has been made to make data analysis with respect to the areas
Which some of the items have been listed out as:

TABLE 1

INTERPRETATION

23
The pie chart represents the age distribution of 52 responses to a survey 18-24 years old
This category overwhelmingly dominates with 88.5% of the respondents. Under 18 years
old Makes up 7.7% of the respondents.
25-34 years old , 35-50 years old, 51-60 years old , and Above 60 . Each of these
categories have a very minimal representation, likely 0% as they are not visibly on the
chart.
In summary, the majority of the survey participants fall within the 18-24 age group, followed
by a small proportion who are under 18. There is negligible or no participation from other
age groups.

TABLE 2

INTERPRETATION
The pie chart shows the gender distribution of 52 respondents. 51.9 are female.
48.1% are male.0% of the respondents selected "Prefer not to say."

24
This indicates a nearly even split between male and female participants, with a slight
majority identifying as female.

TABLE 3

INTERPRETATION

25
The largest portion of respondents (30%) have been using Airtel for 1-2 years.The
smallest group (12%) has been using Airtel for 6 months to 1 year. A significant portion
(18%) have been users for 2-5 years, while 24% are relatively new (less than 6
months).16% have been with Airtel for more than 5 years.
This suggests a mix of newer and longer-term users, with a higher percentage of recent
adopters and some long-standing customers.

TABLE 4

INTERPRETATION
From your survey data on the type of Airtel service used: Mobile (voice and data) (81.6%)
Broadband (internet) (12.2%).DTH (TV) (6.1%)
It shows a strong preference for mobile services among the respondents.

TABLE 5
26
INTERPRETATION

From above graph shows the responses from 50 individuals regarding the quality of Airtel's
network coverage . Excellent (36%).Good (50%).Fair (14%). Poor 0 responses (0%).Very
Poor 0 responses (0%).Overall, the results reflect a strong level of customer satisfaction,
with 86% of respondents rating the coverage as either good or excellent.

TABLE 6

27
INTERPRETATION
From the above chart majority (62%) of respondents reported that they have
not experienced issues with Airtel services, suggesting overall satisfaction
among that group.
Conversely, 38% reported having issues, indicating there is a significant
portion of users who are facing challenges with the service.
While the majority are satisfied, the 38% who have experienced issues may
warrant further investigation into customer service or network reliability to
improve user experience.

TABLE 7

INTERPRETATION

28
From the above chart Slow Internet Speed is the most common issue, reported by
52.2% of respondents, indicating a significant concern that could impact user satisfaction
and overall service quality. Network Outage 15.2%, this issue is less prevalent but still
noteworthy, as outages can severely affect user experience. Billing Error with 28.3% of
respondents indicating issues in this area .In Customer Service Issue No respondents
reported this as a problem.The most critical area for Airtel to address is the slow internet
speed, as it affects over half of the respondents. Additionally, they should look into the
relatively high number of billing errors to enhance user satisfaction and prevent further
issues.

TABLE 8

INTERPRETATION

From the above chart 32% are very responsive .34% are responsive and 34% are
neutral. Unresponsive and Very Unresponsive absence of respondents rating
customer service as unresponsive or very unresponsive is a positive sign, indicating
that no one feels completely let down by the service.

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 TABLE 9

INTERPRETATION

From above chart 50% are Helpful ,18% are Very helpful, 32% are Neutral. Unhelpful or
very unhelpful is a strong indicator that, at a minimum, users do not feel that they are
receiving poor Service. Overall , while a majority the representatives to be helpful, the
high percentage of neutral ratings suggests there is room for improvement. Enhancing the
quality and consistency of assistance could convert more neutral experiences into positive
ones, further boosting overall customer satisfaction.

TABLE 10

30
INTERPRETATION

From the above chart 56% of the Respondents are satisfied with affordable plans.28%
respondents are satisfied with good network coverage. This is essential for ensuring users
can rely on their services in various locations. .8% are satisfied with reliable service. 8%
respondents are satisfied with good customer service. Overall, affordability is the leading
reason for satisfaction with Airtel services.

TABLE 11

31
INTERPRETATION

From the above chart 55.3% of the respondents are highly disatisfied with the high costs,
A significant 23.4% of respondents cite poor network coverage as a source of
dissatisfaction. Frequent outages are 17%. A very small percentage of respondents
mentioned customer service as a reason for dissatisfaction.

TABLE 12

32
INTERPRETATION

From the above chart 54% are likely recommend airtel service, and 18% are very
likely recommend airtel services. The overall feedback is positive, with most
respondents willing to recommend Airtel services. However, the 26% neutral group
represents an opportunity for improvement, as converting neutral users to promoters
could enhance Airtel’s overall reputation and likelihood of recommendation. Airtel has
a strong recommendation rate, but there's room to engage the neutral respondents
more actively.

TABLE 13

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 INTERPRETATION

From the about chart. Half of the respondents have used Airtel’s online self-service portal,
while the other half have not. This indicates that while the service is known and utilized by
some, a significant portion of customers (50%) . The fact that 50% of respondents haven’t
used the portal presents an opportunity for Airtel to promote the benefits of the self-service
option

TABLE 14

INTERPRETATION

From the above chart ,The majority of users are satisfied with Airtel’s online self-service
portal, with 68.2% giving positive ratings ("Excellent" or "Good"). However, 27.3% of users rate
their experience as "Fair," indicating that while the portal works, there may be some areas where
improvement is needed. The small percentage of negative ratings (4.5%) suggests that very few
users are having a poor experience.

34
 TABLE 15

INTERPRETATION

From the above chart The majority of respondents (51% + 28.6% = 79.6%)
consider customer service either "Important" or "Very Important." This indicates that nearly
80% of the people surveyed place significant value on customer service when selecting a
service provider. About 18.4% of respondents are neutral, meaning they don’t prioritize
customer service. A very small percentage of respondents (represented by the green slice)
consider customer service "Unimportant," and there are no visible responses for "Very
Unimportant."

TABLE 16

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 INTERPRETATION

From the above chart that overall customer satisfaction with Airtel services is high, with
75% of respondents being satisfied or very satisfied. There is a relatively small neutral group
(22.9%) and very low levels of dissatisfaction. Airtel appears to be meeting the expectations of
most of its users but could look into converting neutral and dissatisfied users into more satisfied
customers to further enhance overall satisfaction.

36
 CHAPTER V

FINDINGS

FINDINGS

1. The majority (88.5%) of Respondents are age group is between 18-24.

2. The majority (51.9%) of the Respondents are female.
3. The majority (30%) of Respondents are using Airtel services from 1-2 years.
4. The majority (81.6%) of the Respondents are Mobile (voice and data).
5. The majority (50%) of Respondents are satisfied with quality of Airtel's network
coverage.
6. The majority (62%) of the respondents are experienced issues with Airtel services.
7. The majority (52.2%) of the respondents are faced Slow internet speed issues.
8. The majority (66%) of the respondents feel that Airtel’s customer service is responsive.
9. The majority (50%) view Airtel's customer service representatives as helpful.
10. The majority (56%) of the respondents are satisfied with affordable plans.
11. The majority (55.3%) of the respondents are disatisfied with high costs.
12. The majority (54%) of respondents are likely recommend airtel services to friends and
family members.
13. The majority (50%) of the respondents have used Airtel’s online self-service portal.
14. The majority (47.7%) of the respondents are satisfied with Airtel’s online self-service.
15. The majority (51%) of the respondents consider customer service is Important.
16. The majority (54.2%) of the respondents are satisfied with customer satisfaction with
Airtel services.

37
 SUGGESTIONS

➢ Most of the consumers are unhappy, as their problems are not being solved immediately.
➢ Nearly 35 percentage of the customer don’t feel network coverage in their area.
➢ Most of the customer Are well satisfied with the good network of Airtel but are not
satisfied with the customer service provided in the Airtel service.
➢ Majority of the customers feel good about Airtel services and it has average rating on the
case of its customer provided in the Airtel showrooms.
➢ Care should be taken for efficient and timely response to the customer problems.
➢ Outlet to the back office operations should be fast to solve the customer problems.
➢ Airtel has high roaming charges, so the roaming charges to be reduced for the
convenience of customer.
➢ Airtel service provider may introduce some attractive schemes for women, students and
working group people.
➢ Most of the customers using pre-paid services, so the mobile service provider can be
introduce some attractive postpaid scheme for capture new post paid customers are
retaining existing postpaid customers.

38
 CONCLUSION

From this study it reveals that most of the customers are satisfied with the
performance of the company. Here the research is made for an attempt to
identify the needs and satisfaction of the customers of AIRTEL. Sufficient data
are collected from 50 respondents through online forms and questionnarie.
But the customer has an indifference attitude towards certain factors. Here the
research tries to recommend certain suggestions to improve the existing
condition.

From the study the influence of demographic variable in the level of

satisfaction yielded by the user as well as the behavioural pattern of the users
is analysed in this study. It is identified that the service provided by Airtel
prepaid mobile users is at satisfactory level to the respondent’s. But most of
the respondents are not satisfied with the features of the phone. Airtel user
should focus on the promotional measures as equal to satisfy their customers.

39
REFERENCE

Dinesh Kumar Pandiya et al., (2014), “A study on the impact of customer

satisfaction on airtel”. International Conference on Advancements in
computing and Management Volume, pp.no.1-8. 2.
Buvaneswari and R. PrakashBabu67 (2013) “Study on Customer Satisfaction
towards Cellular Service with Special Reference to Aircel at Mannargudi
Town”. International journal of Management Technology and Engineering. 3.
Rajpurohit and Vasita (2011) “The consumer preferences and satisfaction
towards various mobile phone service providers in Jodhpur city”, Journal of
Social and Administrative sciences, Volume 5 Issue 3.
Bernard j. T. Millender. Specification methodology applied to the gsm gadget. In
eurocon 88, June 2005.
Seshadri Mohan and RaviJain. Two person area strategies for non-public conversation
services. IEEE private communications in 1994.
Moe rahnema. Evaluation of the gsm device and protocol structure. IEEE
communications magazine. April 1993.
C. Watson. Radio equipment for gsm. In d.m. Balston and C.R. macario, editors,
cell radio systems, attach residence, Boston, 1993.
Robert g. Winch. Telecommunication transmission structures. McGraw-Hill the
big apple, 1993 ―tray telecom subscription facts as on thirtieth September,
2017" Tray

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 APPENDIX (QUESTIONNAIRES)

1. Age of the respondence.

a) 18-20 b) 21-25 c) 26-35

2. Gender of the response.

a) male b) female c) non-binary

41