Dissertation Project Report

(Project Semester Aug-

Dec 2024)

"How customer complaint affect the product performance of

Airtel in the market"

Submitted by
Satyam Sahani
22bban486

Under the Guidance of

Faculty Guide:
Ms. Lijy Lijit Idicula
Assistant Professor

Faculty Of Management
JECRC UNIVERSITY JAIPUR
21 August-31 December
 DECLARATION

I hereby declare that the project work entitled “How

customer complaint affect the product performance
of Airtel in the market ” is an authentic record of my
own work carried out at “Jaipur as requirements for
the award of degree of BACHELOR OF BUSINESS
ADMINISTRATION , JECRC University, under the
guidance of “Ms Lijy LIJIT Idicula”, during AUGUST to
DECEMBER 2024.

Signature of Student

Satyam
Sahani
22bban486
Date:14 November
2024

Certified that the above statement made by the student is

correct to the best of our knowledge.

Name & Designation : Miss Lijy Lijit Idicula

Faculty Dissertation Guide

 CERTIFICATE

This is to certify that the work incorporated in the

project Report " How customer complaint affect the
product performance of Airtel in market ”Submitted
by Name: Ms. Lijy Lijit Idicula was carried by the
candidate under my supervision. It is certified that
the work has not been submitted any where else for
the award of any other Degree or this any other
University. We also certify that He complied with the
Plagiarism Guidelines of theUniversity.

Name: Ms. Lijy Lijit Idicula

Signature:

Date:
 PREFACE

The success of any business entity solely depends on how

effectively it utilize its resource.

The Topic is : How customer complaint affect the product

performance of Airtel in market

Although I have tried may level best to prepare this report

every effort has been made to offer the most authenticate
position with accuracy. If there any any error or any mistake
in collection the data, ignore it.

I am thankful to who always extended her helpful hands and

cooperation when I needed. I would also like to thank all the
faculty members of BBA JECRC University Jaipur for Valuable
guidance encouragement in the preparation of this project
report.

I expect to convey through this project endeavour that

whatever was assigned to me has been fulfilled.
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are

so numerous and the depth is so Enormous.

I would like to acknowledge the following as being

idealistic channels and fresh dimensions in the
Completion of this project. I take this opportunity to thank
the JECRC University for giving me chance to do this
project.

I would like to thank our Dr . Renu Pareek , Dean of School

of Business , Dr . Ruchi Goyal , HOD of School of business
and Dr . Ram Garg , Ms Lijy Lijit Idicula , Faculty Guide of
Project for providing the necessary facilities required for
completion of this project.
I would like to thank my College Library, for having
provided various reference books and magazines related to
my project

Lastly, I would like to thank each and every person who

directly or indirectly helped me in the completion of the
project especially my Parents and Peers who supported.
 EXECUTIVE SUMMARY
The present business secenerio is totally customer oriented . Each
company faces staff
Competition from its competitiors ,each provides the best
services at competetive rates .
As result customer has a lot of choices to get the best with least
cost . To face this competition
, it is very important to know customer’s behavior towards
different products and services.

This report is aimed at understanding the marketing statergies

adopted by airtel and its impact
On the perception of airtel’s customers
Research shows that it is a far more costly to win a new customer
than it is to maintain an
Existing one , and there is no better way to retain a customer than
to exceed his expectation
For this purpous it is essential to know the level of customer
satisfaction.

The focus of my research was the measurment of customer

satisfaction level for the services
Provided by the airtel.my job was to collect the feedback from the
distributors and also to get
Their suggestions about their product. There can be no better
opportunity to interact with
The external as well as internal customers of an organizations.
CHAPTER -1
INTRODUCTION
 INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction(often abbreviated as CSAT) is a term

frequently used in marketing. It is a measure of how products
and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number
of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its
services(ratings) exceeds specified satisfaction goals.It is seen
as a key performance indicator within business and is often
part of a Balanced Scorecard. In a competitive marketplace
where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
Customer satisfaction is defined as "the number of customers,
or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals. "It is seen as a key performance
indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of
business strategy. "Within organizations, customer satisfaction
ratings can have powerful effects. They focus employees on
the importance of fulfilling customers‘ expectations.
Furthermore, when these ratings dip, they warn of problems
that can affect sales and profitability. These metrics quantify an
important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and
highly effective." Therefore, it is essential for businesses to
effectively manage customer satisfaction.
PURPOSE
Customer satisfaction provides a leading indicator of
consumer purchase intentions and loyalty .Customer
satisfaction data are among the most frequently collected
indecators of market
Perceptions.

A buisness ideally is continually seeking feedback to improve

customer satisfaction.
1."Within organizations, the collection, analysis and
dissemination of these data send a message about the
importance of tending to customers and ensuring that they
have a positive experience with the company's goods and
services
"2."Although sales or market share can indicate how well
a firm is performing currently, satisfaction is perhaps the
best indicator of how likely it is that the firm’s customers
will make further purchases in the future. Much research
has focused on the relationship between customer
satisfaction and retention.
 "On a five-point scale, "individuals who rate their
satisfaction level as '5' are likely to be come return
customers and might even evangelize for the firm. (A
second important metric related to satisfaction is
willingness to recommend. This metric is defined as
"The percentage of surveyed customers who indicate
that they would recommend a brand to friends." When
a customer is satisfied with a product, he or she might
recommend it to friends, relatives and colleagues. This
can be a powerful marketing advantage.) "Individuals
who rate their satisfaction level as '1,' by contrast, are
unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective
customers. Willingness to recommend is a key metric
relating to customer satisfaction.
IMPORTANCE OF CUSTOMER SATISFACTION

1.A Loyal customer is a treasure you should keep and hide

from the world.
2.They can stop being your clients in a heartbeat.
3.Customer satisfaction is a factor that helps you stand out of
the competition.
4.Great customer experience can take your brand places.
5.Providing great customer service will satisfy both you and
your targets. They get proper service ,you get a proper
revenue and everyone is happy.
RATIONALE FOR CHOOSING THIS TOPIC
Since Bharti Airtel Ltd. is one the largest service
provider and includes a great part in country’s economy,
thus it is essential to evaluate the services provided. It
comes under the tertiary sector which is also known as
the backbone of the economy.

It is essential to know whether the customers of Airtel are

really satisfied or not. Services provided are useful and in
accordance of the needs of the customers.

This report studies the buying behavior of customers in case

of the service provided by service providers.

Customer satisfaction research is one of the basic forms of

market research. It is linchpin in process improvement,
offers a portal to customer feedback, and is used to evaluate
product and services.
OBJECTIVES OF THE STUDY
To study the customer satisfaction of Airtel.
To study the factors affecting customer satisfaction
of Airtel customers.
To understand the awareness of Airtel products
among customers in the market.
To analyze the customer’s perception towards
Airtel. To understand various problems faced by the
customers of Bharti Airtel Ltd.
To find out customers interest in company’s
services. To analyze the complaints of the customers
and find out where the company is lacking and
where things can be improved.
To suggest measures to the company to improve
customer satisfaction for the creation and retention
of more customers
 SCOPE OF THE STUDY:
This study uncovers the impact, utility and
effectiveness & efficiency of marketing strategies
of Bharti Airtel Ltd. . This project was done to find
out the consumer preference, awareness and
satisfaction towards the services provided by
Bharti Airtel Ltd. . Convenient sampling method
was used to collect the data. This research study is
descriptive in nature. The collected details were
analysed, represented graphically and interpreted.
This study also tells about the consumer
preference for the services of Bharti Airtel Ltd.
and the normal purchasing place of their favourite
brand. For the purpose of this study, a
questionnaire was designed based on different
parameters to judge and understand the
consumer behaviour towards Airtel services. This
study takes into account the customers in New
Delhi.
 RESEACH METHODOLOGY OF THE STUDY
The study is an exercise involving estimation of parameters as
regard to organizational requirements. The research was
designed so as to get the relevant information that can be
used for various organizational purposes.
DATA SOURCE:
Research used both primary and secondary data to
accomplish the objectives.
PRIMARY DATA: It is the first hand gathered to help solve
the problem at hand. Data is collected personally for the
specific project through research. Questionnaire was
designed to gather information on the company
marketing and services.
SECONDARY DATA:It is the second hand data already
available and collected by someone else. The data were
extracted through internet, publications; articles,
company books, etc. Information found on Wikipedia,
articles available relating to customer satisfaction and
Bharti Airtel Ltd.
DATA COLLECTION:
The study used the survey method to collect the raw
information specific to the current research work. The
survey method is advantageous because it helps to
collect detailed information about an individual
respondent.
SURVEY:
The type of survey undertaken was that of sample type keeping
in consideration the time constraints besides the viability of
census survey. The sample survey undertaken to reach the
desired destination was carefully planned and executed by
using selected samples.

STATISTICAL TOOLS:

The tool used for obtaining the relevant information was

questionnaire. A well structured questionnaire was
administered to the sample of the study. The questionnaire
was designed keeping in view both major and minor objectives
of the study.

SAMPLING:
With the customer being unknown and given the time and
resource constraints random sample was obtained from the
population. The random sampling is a type of sampling method
where each individual unit has an equal probability of being
chosen. For completion of this study .the

questionnaire was administered to 100 individuals, resulting

in a final sample size of 85 respondents who completely filled
the questionnaire.

Data completion and analysis:

After the data was collected, it was tabulated and findings of
the project were presented followed by analysis and
interpretation to reach certain conclusions. Pie diagram, bar
graph, frequency tables etc.
 LIMITATIONS
Segmentation is based on age group only.

As sample size is small so the buying behavior of whole

can’t be approximately judged.

The research is restricted to small geographical area only.

The sample collected was using sampling techniques. As

such result may not give exact representation of the
population.

Most of the data being secondary can be biased to the

company.

Shortage of time is also reason for incomprehensiveness.

Most of the information was taken from secondary

sources being based on the previously printed data.
 CHAPTER -2

ABOUT THE
TOPIC
 COMPANY PROFILE

Bharti Airtel Limited, also known as Airtel, is an

Indian global telecommunications services company
based in Delhi, India.It operates in 18 countries across
South Asia and Africa, and also in the Channel Islands.
Airtel providesGSM,3G,4G LTE,4G+mobile services,
fixed line broadband and voice services depending
upon the country of operation. Airtel had also rolled
outits VoLTE technology across all Indian telecom
circles.[8] It is the third largest mobile network
operator in India and the second largest mobile
network operator in the world with over
411.42million subscribers.Airtel was named India's
2nd most valuable brand in the first ever Brandz
ranking by Millward Brown and WPP plc.
Airtel is credited with pioneering the business strategy
of outsourcing all of its business operations except
marketing, sales and finance and building the 'minutes
factory' model of low cost and high volumes. The
strategy has since been adopted by several operators.
Airtel's equipment is provided and maintained by
Ericsson, Huawei, and Nokia Networks whereas IT
support is provided by Amdocs.The transmission
towers are maintained by subsidiaries and joint
venture companies of Bharti including Bharti Infratel
and Indus Towers in India.Ericss on agreed for the first
time to be paid by the minute for installation and
maintenance of their equipment rather than being
paid up front, which allowed Airtel to provide low call
rates of 1₹(1.4¢US)/minute

Bharti Airtel Limited (Bharti Airtel) is one of India’s

most popular providers of integrated
telecommunication services and is based in India and
headquartered in New Delhi. Basically, the company is
tasked with the work of operating telecommunication
services in the larger Indian subcontinent.

With a Pan-India presence, Airtel an established player

in providing 3G services is now planning aggressively to
roll out its 4G services in a phased manner. These
services are now available in metros and big cities like
Bangalore and Mumbai. The company also provides
world class landline telephone and broadband services
and the enterprise unit across 95 cities in India.
Some of Bharti Airtel competitors include the following

Idea

Tata Docomo.

Reliance Communications Limited

Bharat Sanchar Nigam Ltd.

Vodafone (strongest competitor)

 Products in the marketing mix of Airtel
The company provides a wide array of products and services. In
order to retain the maximum number of customers, Airtel has
tried to provide as many products and services as possible in
order to keep the customers. The following is a list of its
products:

Airtel Pre-paid services.

Blackberry Wireless Handheld.

Airtel Post-paid services.

Value added services like instant balance inquiry, caller line

identification, 24 hour recharge facility, multimedia messaging
service, call wait & call Hold, Caller divert, Airtel Live portal.

SMS based information services.

Voice mail services.

Hello tunes, Ring tones,.

Ringtones and hello tunes offers.

Easy post-pay bill payment solutions.

 Place in the marketing mix of Airtel

Airtel’s penetration in India is quite impressive because

the services and networks can be found even in India’s
remotest regions. Currently, gross subscriber base has
pass the 200 million mark while the total wireless
subscriber base for CDMA, GSM and WLL is about 162
million. Clearly, the customer base of Airtel is strong in
India. It is also worth mentioning that millions of the
network’s lines are added per year.

Airtel enjoys a well distributed network of distributors

including even businesses like groceries and chemist
outlets. One of the things that have made Bharti Airtel a
force to reckon in telecommunication industry in India
and Africa is that it has the strategy of making the first
moves and emerging as a winner. It has managed to buy
Kuwait’s Zain and Tata steel in the past, making it a top 5
wireless carrier in the world by subscription.

Wider distribution network as compared to competitors.

Network is widespread bringing many customers daily to Airtel.

Fourth largest mobile operator in the world with presence in 20

countries
 Promotion in the Marketing mix of Airtel
Airtel engages in aggressive marketing strategy ranging from
traditional print media to social network marketing.
However, the company’s recent rebranding efforts bombed
in the market and were not received positively. The
company also engages in large scale TV and print
advertising.The company frequently uses big celebrities who
endorse the services. The company also managed to create
its signature tune from Oscar winning musician A.R.Rahman
which has become one of the most downloaded tunes in
India.

It is also interesting to note that even such seemingly

redundant activities like providing wallpapers and
screensavers to computer users has proved a very effective
marketing strategy. The company also offers special
discounts and offers to its subscribers.
Apart from that Airtel has been hiring several figures from
Bollywood right from the legendary Amitabh Bachhan to
Vidya Balan as their brand ambassadors. The God of cricket,
SachinTendulkar too has been a part of their advertisement
campaigns too. The advantage of Airtel is that I goes regional
with its advertisement efforts.

Some salient points about the promotions of Airtel are

Uses ATL and BTL activities.

Makes an effort to go regional Recent rebranding effort has

failed in the market
 Price in the marketing mix of Airtel
The company uses competitive pricing strategy just like any
other network providers because of the competition which is
present in this sector. However, Airtel also provides flexible
pricing mechanism depending on the prevailing market
conditions. For instance, when the company relaxes taxation, it
also reduces its prices across all affected products. The make
my plan introduced by Airtel was a smart strategy as
customers could now modify their plan as they see fit.

SWOT analysis of Airtel

Strengths in the SWOT analysis of Airtel

1.Renowned Telecom company: With its 19+ years of rich

experience in telecom industry this MNC had travelled far to
become world’s 3rdlargest telecom operator overseas with
operations in nearly 20 countries

2.HighBrandEquity:It is one of the pioneer brands in

telecommunication having ahigh brand recall and with a
whopping subscriber base

3.Extensive infrastructure: With the formation of Indus

tower & due to its partnership with Idea &Vodafone, the
infrastructure of Airtel has extended in all parts of the
country resulting into nationwide penetration.
Weaknesses in the SWOT analysis of Airtel

1.Outsourced Operations: Outsourcing operations helped

Airtel in lowering its cost. But on the other hand, they are
running the risk of being dependent on some other
companies which may affect its operations.

2.Venturing into African operations:Although it’s been 4

years that Airtel has acquired Zain’s Africa business, but
Airtel is still struggling to turn around the unit which was
bought at a whoppy 9 billion dollars.

3.High Debt:With its acquisitions turning out to bad

investment, and credit being high and margins being low,
Airtel group is under high debt. Airtel does not have as
deep pockets as Vodafone.
 Opportunities in the SWOT analysis of Airtel
1.Strategic Partnership: Partnering with smart phone
companies is going to be as mart strategy as far as MNP
(mobile number portability in India) is concerned. This will
ensure fixed cash flows in the future and a higher customer
base.

2.MarketDevelopment:With fierce competition in the telecom

industry & shrinking margins, venturing out in new
markets/developing economies will prove fruitful for the
company.

3.VAS:VAS (Value Added services) is going to future of the

telecommunication industry & by specializing itself in this
vertical Airtel can differentiate itself in highly competitive
market. With introduction of unique services, Airtel can avail
higher margins.

4.Untapped geography of the current market: Although it is

currently providing 3G &4G services, but these services are
limited to specific geographical locations. Expansion of these
services to most of its regions will help the company get more
margins and customers.

5.LTE:The whole wireless world is moving towards LTE (long

term evolution or 4G). LTE for mobile broadband can be a good
solution for India where fixed broadband penetration is
otherwise low. Airtel has taken the lead with this version of LTE
in 4 cities, but deployment needs to catch up pace. Despite a
weak LTE ecosystem in India, Airtel should portray itself as the
embracer of that technology.
 Threats in the SWOT analysis of Airtel
1.Government Regulatory Framework: With the auction of
spectrum & change in the government policies on a regular
basis, it is a potential threat to the stability & existence of
this industry thereby affecting the players.

2.Competition:Price war in the home market and declining

margins due to this is adversely affecting the overall
business of the group.

3.MNP (Mobile number portability):MNP gives the

customer independence to change the service provider
while retaining the number and as Airtel charges are
premium over other service providers, it can see slump in
subscriber base in the next fiscal year with PAN India MNP
applicable from May 3rd2015.

ABOUT THE TOPIC

The topic focus on the customers of the Bharti
Airtel Ltd. It emphasizes on the fact that the degree
of satisfaction derived from the services provided
by the company.
 CUSTOMER SATISFACTION

Customer satisfaction is the measure of how the needs and

responses are collaborated and delivered to excel customer
expectation. It can only be attained if the customer has an
overall good relationship with the supplier. In today’s
competitive business marketplace, customer satisfaction is an
important performance exponent and basic differentiator of
business strategies. Hence, the more is customer satisfaction;
more is the business and the bonding with customer.

Customer satisfaction is a part of customer’s experience that

exposes a supplier’s behavior on customer’s expectation. It
also depends on how efficiently it is managed and how
promptly services are provided. This satisfaction could be
related to various business aspects like marketing, product
manufacturing, engineering, quality of products and services,
responses customer’s problems and queries, completion of
project, post delivery services, complaint management etc. By
monitoring customer satisfaction and responding to problems,
you can improve customer loyalty and protect revenue and
profitability.
 FACTORS AFFECTING CUSTOMER SATISFACTION
The factors that affect customer satisfaction seem to vary
from industry to industry and also seem to be influenced by
the culture of the people. However, some factors are true in
most cases that for the customer to be satisfied their
expectations should be met. Thus, the antecedents suggested
by Taylor and Baker,1994 and Rust and Oliver,1994 will
appear to be more generalized and suitable in most cases.

SERVICE QUALITY
Service quality is “the difference between customer
expectations and perceptions of service” or alternatively as
“the customer’s satisfaction or dissatisfaction formed by their
experience of purchase and use of service.” Parasuraman ,
Zeithaml and Berry,1988 developed the SERVQUAL tool for
the measurement of service quality as a determinant of
customer satisfaction. The tool is helpful in analyzing service
quality and describes customer satisfaction to be the gap
between the customer’s expectations and their actual
experiences.

PERCEIVED VALUE
Perceived value is the consumer’s overall assessment of the
utility of a product based on the perception of what is
received and what is given. (Zeithaml,1988). She also added
that the subject matter is a subjective one and varies from
one customer to the other. Studying perceived value is
important because, unlike perceived quality, it has a more
direct bearing on the consumer’s willingness to buy. (Dodds
and Munroe,1985). Also, the need to provide value to
customers on a regular basis and in an effective manner is for
creation and retention of satisfied customers.
 INTERNAL CUSTOMER SATISFACTION
Research has shown that employees who are satisfied with
their jobs tend to be more considerate and helpful to
customers. “employees that are more motivated to achieve
customer satisfaction end to be more flexible in their
approach to their work, make fewer mistakes and use more
initiative.” Satisfied employees are likely to demonstrate
higher commitment levels to their job as well as team effort.
Satisfied employees are empowered (that is they are
resourceful, have there quisite skills) to understand and serve
customer needs and demands. The satisfied employee is also
very willing to give good service. At the very least they can
deliver a more positive perception of the service or product
being provided.

There are lots of factors that can affect customers that’s for
sure. I’ve gone ahead and listed the most common suitable
for any company for you below:
Product/service quality(product features, design, quality,
brand, popularity; discounts and coupons; after purchase
service and warranty and so on).

Delivery and shipping quality (overnight delivery, in time

delivery, lost parcels).

Security of customers' data (personal details, address,

phone,).

Customer service (time of response, resolution time,

quality of resolution).
 TELECOMMUNICATION SERVICES

In telecommunication, a telecommunications service is a

service provided by a telecommunications provider , or a
specified set of user -transfer capabilities provided to a
group of users by a telecommunications system .The
telecommunications service user is responsible for the
information content of the message.The
telecommunications service provider has the responsibility
for the acceptance ,transmission, and delivery of the
message .For purposes of regulation by the Federal
Communications Commission under the U.S.
Communications Act of 1934andTelecommunications Act of
1996, the definition of telecommunications service is "the
offering of telecommunications for a fee directly to the
public, or to such classes of users as to be effectively
available directly to the public, regardless of the facilities
used ."Telecommunications
Customer satisfaction in the telecommunications
arena begins to mean something more related to
an excellent experience than to price. Customer
satisfaction in the telecom industry of Bahrain
revealed that 61% of the customers were
somewhat satisfied, 34% were satisfied and 5%
were dissatisfied. The factors that accounted for
the following included attractive offers, signal
quality, fair charges and voice quality proved to be
the most influential.

Major Mobile Phone Service Provider

Companies in India

The Bharat Sanchar Nigam Limited, country’s

largest cellular service operator was set up in the
year 2000. It is a state owned telecom company
with its headquarters located in New Delhi. BSNL
is also the largest land line telephone
establishment in India. As of April, 2011
87.1million users have been reported to be BSNL
users. MTNL Mahanagar Telephone Nigam
Limited (MTNL) was set up in the year 1985, to
run telecom operations in the major metro cities
of India, Mumbai and Delhi. Its headquarters are
based in Mumbai. MTNL was the first company
in India to initiate 3G services in India, having the
brandname of “MTNL 3G Jadoo Services” which
provided options as Video call, Mobile TV,
Mobile Broadband etc. to the customers.
CHAPTER -3
FINDINGS&
ANALYSIS
 Customer
bargaining
power

Threat of Threat from Threat of

entrants competition substitute

Supplier
bargaining
power
 Create
brand
reputatio
n

Importance Build
Saves of
customer
brand
time
retention loyalty

Reduction
in cost
CHAPTER -4
SUGGESTIONS&
CONCLUSIONS
 CONCLUSION
1. maximum customers of Bharti Airtel Ltd. is belonging
to the age group of 15-30 years and the 2ndhigher
customer range is belonging to the age group of 30-
45years.
2. Mostly Airtel users are the students which consist of
48.2% of the total respondents.
3. All the users of airtel are having mobile phone
indicating their easy access to Airtelservices.
4. Most of the Airtel customers are the long-term users,
using Airtel for a period of more than 5 years.
5. Airtel has a better network availability than other
network providers that is whymost of the customers
are motivated for being an Airtel user due to better
network availability.
6. Airtel customers are satisfied with current network
coverage of Airtel.
7. Users of Airtel services usually spend the small
amount monthly on availing servicesi.e. 0-500 Rs.
8. Mostly customers are loyal to the brand. 74.7% of the
users would prefer Airtelover other network
providers.
9. Prices of the Airtel services are neither too high nor
too low.
10. Bharti Airtel Ltd. is offering various packages
according to the diverse customers.
11. Mostly people are satisfied with the network
quality but there is more scope that the network
quality can be improved, helping Airtel to have an
edge over its customers.

12. Airtel may or may not send bonus

incentives to its customers, thus there is more
scope to provide bonus to the customers.
13. Customers of Airtel remain well informed
about the new services and offers.
14.Grievances and complaints of the customers
are handled with the utmost care and
efficiency.
15.Mostly people are loyal to the brand they
are using and so are the Airtel customers.
16.People don’t find Airtel much value for
money, some may agree on the fact but there
are mix reviews of the customers towards the
point.
 SUGGESTIONS
1. Airtel must find more new strategies and plans for its
customers. Since in country like India where there is
diverse people so are the needs of them and company
must introduce plans for the preference of each group of
individuals.
2. There might be scope to provide more bonus and
incentives on the talk times and SMS as mostly people
don’t find much bonus plans coming from company.
3. Airtel has a good brand image and must take care of it and
ensure essential steps to be taken to maintain the brand
image.
4. Much people don’t find Airtel value for money indicating
the scope for the reduction in prices at some extent.
5. Company must take essentials steps to maximize
customer satisfaction in order to create more customers
for the company and giving a tough competition to other
service providers.
6. Airtel must promote its services to the elder population in
the region as most the Airtel users are the students
belonging to the age group of 15-30 years.
7. Thus there is scope for enhancement of efficiency and
increasing the degree of customer satisfaction. Customers
nowadays are treated as the king of the market thus
satisfied happy customers means a brighter and broader
future for the company.
8. The company has good brand image so for promotion
purposes it must go for technique of providing sample
services or some incentive on services rather than
advertising through print or electronic media.
9. Company must ensure to always provide higher
degree of customer satisfaction than its competitors
to create greater customer loyalty as there are some
customers thinking to switch to other service
providers.

10. The company can think to launch new different

type of services due to great customer awareness
and goodwill in the market.

11. There is large scope with the brand for its

expansion and the growth, the company must opt
for the opportunities of growth and expansion at the
right time.

12. To suggest measures to the company to improve

customer satisfaction for the creation and retention
of more customers.
QUESTIONNAIRE
 BIBLIOGRAPHY

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chiChauhan10/customer-satisfaction-on-airtel