![INTRODUCTION<br />Chapter-I<br />INTRODUCTION<br />Introduction- Objective of the study- Scope<br />of the study- Limitation of the study<br />,[object Object],A Summer project for MBA students in business is a collaborative enterprise, frequently involving research or design, that is carefully planned to achieve a particular aim in a very short duration(according to our syllabus under Dr.MGR University)Actually Summer Project is an integral part of the MBA program under MGR University.<br />At university, a project is a research assignment given to a student which generally requires a larger amount of effort and more independent work than is involved in a normal essay assignment. It requires students to undertake their own fact-finding and analysis, either from library/internet research or from gathering data empirically. The written report that comes from the project is usually in the form of a dissertation, which will contain sections on the project's inception, methods of inquiry, analysis, findings and conclusions.<br />Introduction to Project:- <br />The word project comes from the Latin word projectum from the Latin verb proicere, quot;
to throw something forwardsquot;
which in turn comes from pro-, which denotes something that precedes the action of the next part of the word in time and iacere, quot;
to throwquot;
. The word quot;
projectquot;
thus actually originally meant quot;
something that comes before anything else happensquot;
.<br />When the English language initially adopted the word, it referred to a plan of something, not to the act of actually carrying this plan out. Something performed in accordance with a project became known as an quot;
objectquot;
.<br />1<br />Project is the discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives. It is often closely related to and sometimes conflated with program management.<br />There are mainly two important Assets for any marketing company, i.e. customers and clients. So it is very important to retain your clients and look for new customers. If there will be any flaws in Customer Satisfaction, it can suffer a lot.<br />So to be in Long run business, you should put a lot of emphasis on Satisfaction of Customer. If you are having only one loop hole in your channel, it can mess up whole network. So we can say it is the back bone of any organization.<br />So while studying this topic, I have learned a lot regarding delivering value to customer. Because customer is the reason for any company’s identity.<br />2<br />,[object Object],The Indian communications scenario has transformed into a multiplayer, multi product market with varied market size and segments. Within the basic phone service the value chain has split into domestic/local calls, long distance players, and international long distance players. Apart from having to cope with the change in structure and culture (government to corporate), Airtel has had to gear itself to meet competition in various segments – basic services, long distance(LD), International Long Distance (ILD), and Internet Service Provision (ISP).It has forayed into mobile service provision as well.<br /> <br />PROJECT A: STUDY ON IDENTIFICATION OF PROBLEMS IN CUSTOMER PERCEPTION OF AIRTEL <br />OBJECTIVE:<br />,[object Object]](https://image.slidesharecdn.com/0077777777777777-101226121923-phpapp02/85/0077777777777777-1-320.jpg)
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- 2. To observe lacunas in distribution channels
- 4. What marketing strategies the Airtel is implementing to defend and increase the market share
- 6. 3
- 8. To find if the Airtel is unable to provide sufficient facilities to the customers then what will be the substitute for the customers.
- 9. To check why customer is not satisfied with the particular services.
- 10. To determine the price of the product.
- 11. To find out the awareness level of the customer.
- 13. This research was conducted from June 2010-July2010.
- 14. The brand equity was measured in terms of brand attribute preferences, brand awareness, brand loyalty and preferences about the brand.
- 15. The study helps to understand whether the customer is satisfied or dissatisfied.
- 16. To find the various factors that causes the dissatisfaction to the customer and overcome those better strategies.
- 17. To channel the distribution which will enable to reach the customer and communicate.
- 19. First of all the short span of time is not sufficient to conduct study on the topic “CUSTOMER PERCEPTION” covering a vast area. Secondly as the fieldwork is restricted to a single plant it would create a problem on the part of researcher to bring a broader generalization on the study. The customer perception factors that have been provided to the employees, apart from collecting data from the HRD Centre of Airtel, data were collected from the management and workers by interaction.
- 20. Findings are based on the views expressed by the consumers .So it may suffer from biased prejudices.
- 21. Weather conditions were not favorable.
- 22. Some of the respondents were not cooperative and many seem to be having no interest.
- 23. The study has not been intended on a very large scale, have the possibility of error, which cannot be ruled out.
- 24. Some customers were very apprehensive about responding.
- 25. In some instances some respondents may not revealed the truth.
- 26. The sample size chosen is small keeping in consideration many factors.
- 27. Time factors were unable to monitor the advertisement acceptability.
- 29. Targeted by top talent
- 34. Bharti Airtel awarded the prestigious QCI-DL Shah Award on Economics of Quality
- 35. Sunil B. Mittal chosen for this year’s Padma Bhushan Awards
- 36. Bharti Airtel is once again chosen for India’s most Customer Responsive Telecom Company Award
- 37. Bharti Airtel is amongst India’s Most Admired Knowledge Enterprises in 2006
- 38. Sunil Bharti Mittal receives ‘The Honorary Fellowship’ from IETE
- 40. Choice of Research Design
- 41. Determining sources of Data
- 42. Designing data collection Forms
- 43. Determining sampling design and sampling size
- 44. Organizing and conducting the field survey
- 45. Processing and analyzing the collected data
- 47. Surveys
- 49. Tele density: 19.86 per cent (June 2007)
- 50. Addition of new mobile subscribers per month (June 2007): 7.34 million
- 51. Annual growth rate of telecom subscribers (2006-07): 46.82 per cent
- 52. One of the fastest growing cellular telephony markets in the world
- 53. Average Revenue Per User (ARPU) for GSM: ~ US$ 6.6 per month
- 54. 21
- 55. More GSM subscribers than fixed line subscribers
- 56. Telecom equipment market (2006-07): US$ 17,100 million
- 57. Handset market (2006-07): US$ 4,750 million
- 59. Weather conditions were not favorable.
- 60. Some of the respondents were not cooperative and many seem to be having no interest.
- 61. The study has not been intended on a very large scale, have the possibility of error, which cannot be ruled out.
- 62. Some customers were very apprehensive about responding.
- 63. In some instances some respondents may not revealed the truth.
- 64. The sample size chosen is small keeping in consideration many factors.
- 65. Time factors were unable to monitor the advertisement acceptability.
- 67. The most important factor of brand status is the ability of the brand to change a premium and the share of the market segment.
- 68. At the foundation of trust is the customer belief is the ability or competence of brand ultimately, consumer should be satisfied.
- 69. In the booming industry technology up gradation as well cheap-cum-best service should be provided by the company in accordance with the needs of the consumer demand or taste.
- 70. The company should have to maintain the brand status .It will mainly focus on the consumer satisfaction. Because, customer is the onus of all over marketing activities.
- 71. Cellular service providers must be considering adopting the hi-tech or end-to-end solution.
- 72. The tariff rates should be flexible, compatible and rational.
- 73. Mobile phone also denotes status symbol. Those persons who are the leaders in possessing the mobile phone they must have very long range of descendents—spouse, son and daughter may also like to have mobile phones. Marketing strategy symbol and wants to show independence from the earlier generation.
- 75. The promotional activities, marketing of product is as essential as food for human being. Similarly Airtel mobile also requires the same.
- 76. The competitor believes in aggressive advertising by making the local mass, so it is advisable to the company to advertise their product and service to the local mass.
- 77. The suggestion given by indirect partner should be taken into consideration which decides about the policy-making initiatives or tools.
- 78. Airtel should try to involve their indirect partners in setting and achieving the target efficiently.
- 79. A radical change is needed to provide the easy inter-connectivity and remote coverage facility.
- 80. Claims and grievances should be monitored as per the customer’s desires or indexes.
- 82. www.google.in
- 84. www.scribd.com
- 85. www.trai.gov.in
- 86. www.ibef.com
- 87. C.R.Kothari, “ Research Methodology”
- 88. Kotler Philip, “Marketing Management” , (Prentice-Hall, Pearson Custom Publishing)29<br />