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A SUMMER TRAINING REPORT ON “CUSTOMER SATISFACTION ON AIRTEL”

Submitted in partial fulfilment of the Requirement for the award of the Degree of BACHELOR OF COMMERCE BATCH (2019-2022)

UNDER THE GUIDANCE OF: MS. PARUL GABA (ASSOCIATE PROFESSOR)

SUBMITTED BY: PRINCE KHUDANIYA Enrollment No.01819388819

KASTURI RAM COLLEGE OF HIGHER EDUCATION (AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY)

NARELA, DELHI

CERTIFICATE

This is to certify that the project “CUSTOMER STATISFACTION ON AIRTEL” is an academic work with industrial intent done by PRINCE KHUDANIYA submitted in partial fulfillment of the requirement for award of “BACHELOR OF COMMERCE HONORS" from KASTURI RAM COLLEGE OF HIGHER EDUCATION under my guidance and direction. To the best of my knowledge and belief the data and information presented by him in the project has not been submitted elsewhere.

MS. PARUL GABA (ASSOCIATE PROFESSOR)

ACKNOWLEDGEMENT

This report has been made possible due to valuable and support of number of people to whom i own my heartfelt Gratitude and without whose help I am not have been able to complete this report. I would like to acknowledge the support of my faculty guide Ms. Parul Gaba, Kasturi Ram

College of Higher Education

for his constant guidance in this project and for providing me the necessary information whenever required Hartford thank to other faculty member of Kasturi Ram College of Higher Education

Finally I would like to give special thanks to my family and my friend who make it all happen and make it Worthwhile.

PRINCE KHUDANIYA 01819388819

DECLARATION

This is to declare that the report title ‘‘CUSTOMER SATISFACTION ON AIRTLE’’ which is submitted by me in partial fulfillment of the requirement for the award of Bachelor of Business Kasturi Ram College of Higher Education which is comprise only my original work and has not been submitted in part or full for any other degree or diploma of any university.

Prince Khudaniya 01819388819

CHAPTER1 INTRODUCTION

1.1 About the Industry India is the world's second-largest telecommunications market. The telecom market can be split into three segments - wireless, wireline and internet services. The total subscriber base in the country stood at 1,201.20 million in March 2021. Tele density of rural subscribers reached 60.27% in March 2021, from 58.79% in March 2020, showcasing growth potential in demand from the rural sector. The total wireless or mobile telephone subscriber base increased to 1,180.96 million in March 2021, from 1,157.75 million in March 2020. India is also the second largest country in terms of internet subscribers. India is one of the biggest consumer of data worldwide. As per TRAI, average wireless data usage per wireless data subscriber was 11 GB per month in FY20. App downloads in the country increased from 12.07 billion in 2017 to 19 billion in 2019 and is expected to reach 37.21 billion by 2022F. The total wireless data usage in India grew 1.82% quarterly to reach 25,227 PB in the third quarter of FY21. The contribution of 3G and 4G data usage to the total volume of wireless data usage was 2.81% and 96.48%, respectively, in the third quarter of FY21. Share of 2G data usage stood at 0.71% in the same quarter. Gross revenue of the telecom sector stood at Rs. 68,228 crore (US$ 9.35 billion) in the third quarter of FY21. Strong policy support from the Government has been crucial to the sector’s development. Foreign Direct Investment (FDI) cap in the telecom sector has been increased to 100% from 74%. FDI inflows in the telecom sector stood at US$ 37.66 billion from April 2000 to March 2021. According to a Zenith Media survey, India is expected to become the fastest-growing telecom advertisement market, with an annual growth rate of 11% between 2020 and 2023.

The Government of India, through its National Digital Communications Policy, foresee investment worth US$ 100 billion in the telecommunications sector by 2022.The government is encouraging global telecom network manufacturers such as Ericsson, Nokia, Samsung and Huawei to manufacture all their equipment in India with 100% local products. The Rupees 12,195 crore (US$ 1.65 billion) production-linked incentive (PLI) scheme has already triggered entry of several global players manufacturing mobile devices and components. European telecom gear vendors like Ericsson and Nokia are eager to expand their existing operation in India for global supply chain under the PLI scheme. Similarly, other global vendors like Samsung, Cisco, Ciena, Jabil, Foxconn, Sanmina and Flex have shown interest to set up manufacturing in India for telecom and networking products under the newly announced PLI scheme. In March 2021, TEPC (Telecom Equipment Export Promotion Council) organised India Telecom 2021—a platform for convergence of technologies and business exchange. The Union Cabinet approved Rs. 12,195 crore (US$ 1.65 billion) production-linked incentive (PLI) scheme for telecom & networking products under the Department of Telecom.

National telecom policy 1994 (NTP 94) The National Telecom Policy, 1994 was formulated for the purpose of opening up the Indian markets for foreign direct investment as well as domestic investment in the telecom sector. The Policy also aimed at providing ‘world class’ quality telecom services and development of telecom services in India. One of the main goals of the 1994 Policy was to increase accessibility to telecom services. The main objectives of the 1994 Policy were: 

Telecommunication to be accessible to all (telephone on demand)



Universal service (access to basic telecom services for all at a reasonable and affordable price)

‘world standard’ quality of service

 

Better customer services through efficient complaint redressal systems and dispute resolution mechanisms.



Growth in equipment.

manufacturing

and

export

of

telecom

Protect the defence and security interest of India.



The target of the National Telecom Policy, 1994 was further revised due to rapid economic growth. The revised targets were: Telephone to be available on demand by 1997.

 

All villages in India should have access to basic telephone services by 1997.



In urban area, a PCO should be provided for every 500 persons by 1997.



To make available value added services and to raise telecom services in India to international standard within the 8th Five year Plan (1992-1997), preferably by 1996.

Revised Targets: In view of the recent growth of the economy and the reassessed demand, it is necessary to revise the VIII Plan targets as follows:  

Telephone should be available on demand by 1997. All villages should be covered by 1997.



In the urban areas a PCO should be provided for every 500 persons by 1997.



All value-added services available internationally should be introduced in India to raise the telecom services in India to international standard well within the VIII Plan period, preferably by 1996.

Present Status:

The present telephone density in India is about 0.8 per hundred persons as against the world average of 10 per hundred persons. It is also lower than that of many developing countries of Asia like China (1.7), Pakistan (2), Malaysia (13) etc. There are about 8 million lines with a waiting list of about 2.5 million. Nearly 1.4 lakh villages, out of a total of 5,76,490 villages in the country, are covered by telephone services. There are more than 1 lakh public call offices in the urban areas.

Establishment of TRAI Telecom Regulatory Authority of India was established on 20 February 1997 by an Act of Parliament to regulate telecom services and tariffs in India. Earlier regulation of telecom services and tariffs was overseen by the Central Government. The current Chairman of TRAI is PD Vaghela, an IAS officer of the Gujarat cadre, batch of 1986.[2] TRAI's mission is to create and nurture conditions for the growth of telecommunications in India to enable the country to have a leading role in the emerging global information society.[3] One of its main objectives is to provide a fair and transparent environment that promotes a level playing field and facilitates fair competition in the market. TRAI regularly issues orders and directions on various subjects such as tariffs, interconnections, quality of service, Direct To Home (DTH) services and mobile number portability. In January 2016, TRAI introduced an important change in telecommunication that would benefit all consumers. Effective from 1 January 2016, consumers will be compensated for call drops.[4] However, there is a catch, per the rule, mobile users will get compensation of Re 1 for every dropped call but it will be limited to a maximum three dropped calls in a day. This regulation has been quashed by Supreme Court on the ground of being "unreasonable, arbitrary and unconstitutional The Powers and Functions of TRAI are mainly:

 To recommend the need for and timing of introduction of new service providers and terms and conditions of the license to a service provider;  To ensure technical compatibility and inter-connect between different service providers and regulate their revenue-sharing arrangements;  To ensure compliance with terms of license and revaluation of the same for non-compliance;  To lay down and ensure a time period for providing longdistance and local distance circuits;  To facilitate competition and promote efficiency in operations to promote the growth of telecom services;  To protect consumers’ interest, monitor quality of services, inspect equipment used in networks and make recommendations about such equipment;  To maintain a register of interconnect agreements and keep it open for inspection and to settle disputes among the service providers in this respect;  To give advice to the government on any matter related to the telecom industry. Levy fees and charges for services and, ensure that universal service obligations are complied with; and  To perform any such other administration and financial function as may be entrusted to it by the Central Government.

New Telecom Policy, 1999 The New Telecom Policy, 1999 was formulated on the basis of the report of Group on Telecommunication. The Government, constituted a high level Group on Telecommunication (GoT) to review the existing telecom policy i.e., the National Telecom Policy, 1994. The main reason for a new telecom policy was that the goals of the National Telecom policy, 1994 were not achieved within the stipulated time period and on the other hand there was immense growth in information and communication technology, this led to the need for a change in the telecom policy.

The objectives of the New Telecom Policy, 1999 were: 

 



 



Access to affordable and effective means of telecommunication for all citizens. Strike a balance between universal services to all uncovered areas and high level services. Encourage development of telecommunication facilities in remote, hilly and tribal areas of the country. Formation of a modern and efficient telecommunication system based on convergence of IT, media, telecom and consumer electronics to propel India into becoming an IT superpower. To alter PCO’s, wherever justified into Public Tele-info Centres having multimedia capability like ISDN services, remote database access, government and community information systems etc. Strive to transform in a time bound manner a competitive telecommunication system in both rural and urban areas. Achieve efficiency and transparency in spectrum management. Protect the defence & security interests of the country. Enable Indian Telecom Companies to become truly global players. Encourage research and development efforts in the country.

Targets of the New Telecom Policy, 1999     

Access to telephone on demand by the year 2002 and sustain it thereafter to achieve a tele density of 7 by the year 2005 and 15 by the year 2015. Encourage development of affordable telecommunication system in rural areas and making rural communication mandatory for all fixed service providers Provide reliable transmission media in all rural areas and increase the rural tele-density from the current level of 0.4 to 4.0 in 2010. Make available internet access to all district headquarters by the year 2000. Access to high speed internet and multimedia capabilities using ISDN to all towns with a population over 2 lakh by the year 2002.

Players in the market BSNL is the market lead er wit h a 67.7 per cent share followed by M'TN L wit h 11.4 percent market share. Next is Bharti Airtel at 10.9% followed by Tata and reliance at 7% and 4.1 % respectively

BSNL as a company is growing and showed ann ual revenues of approximately 4.5 billion dollar as of 2014. BSNL is serving more th an 125 million customer across the country and is catalyst in checking t he price poin t for telecom service

Also, with the government intensifying its rural focus, only BSNL. can turn into reality the next wave of rural telecom penetration. BSNL i s a 100% Central Govern men t entity und cmployees wit h BSN L are entitled to get salaries and perks as decided by government of india and not by BSNL. •However both. MTNL and BSNL are plagued by declining revenues coupled with high costs.BSNL has massive infrastructure, manpower, systems, and 80 per cent of landlines and 90per cent of broadband connections in India are operated by it. •Vodafone is investing, nearly US$ 3 billion over the next two years in India in expanding its network infrastructure and distribution channel in the country," as per Vittorio Colao, CEO. Vodafone Ple. • BlackBerry plans to set up enterprise solutions centres to educate corporate customers about various BlackBerry Enterprise Service (BES) 10 solutions. "India is one of the fastest growing markets in terms of smartphone and mobile data adoption." said according to Sunil Lalvani , Managing Director (MD), BlackBerry India.

• Tata Teleservices plans to set up nearly 4.000 wi-fi hotspots in nine cities across the country in the next two years

1.2 Company profile

Telecom giant bharti Airtel is the flagship company of Bharti Enterprises. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU's) 1. Mobile services 2. Broadband and telephone services (B&T) 3. Enterprise services The Mobile services group provides GSM mobile services across India in 23 telecom circles, while B&T business group provides broadband & telephone services in 94 cities. The Enterprise

Services group has two sub-units — carriers (long distance services) and services top corporates. All these services are provided under the Airtel brand Airtel comes to you from Bharti Tele-Ventures Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. A consortium of giants in the telecommunication business. In its six years of pursuit of greater customer satisfaction, Airtel has redefined the business through marketing innovations, continuous technological up gradation of the network, introduction of new generation value added services and the highest standard of customer care. Bharti is the leading cellular service provider, with an all India footprint coveting all 23 telecom circles of the country. It has over 25 million satisfied customers. Bharti Airtel limited is a telecom MNC headquartered in New Delhi India, with a presence in 20 countries across, the world its the 4th largest telecom company in the world in terms of subscribers base which was over 275 million as on July 2013. Airtel is also the largest telecom company in India and the second largest in country mobile operator by subscriber base aller china mobile. Sunil Marti Mittal is the head of Airtcl. Airtel is the largest provider of mobile telephony and second in terms of fixed telephony and also provides broadband and DTH services. Airtel became the first Indian company to get gold certification by CISCO. Airtel is appreciated for forming a business strategy of outsourcing all its operations except sales, marketing and finance ensuring low cost and high volumes. The network is outsourced to Ericsson and Nokia Siemens whereas it is outsourced to IBM, transmission towers are maintained by bharti infratel ltd. In India. Cellular telephony was introduced in India during the early 1990s. At that time, there were only two major private players, Bharti (Airtel) and Essar (Essar) and both these companies offered only post-paid services. Initially, the cellular services market registered limited growth. Moreover, these services were mostly restricted to the metros. Other factors such as lack of awareness among people, lack of infrastructural facilities, low standard of living, and government regulations were also responsible for the slow growth of cellular phone.

With the presence of a number of mobile telephony services providers including market leaders like Airtel, Reliance, Idea Cellular, Tata Indicom, Spice Communications etc. who are providing either of the two network technologies such as Global System for Mobile Communications (GSM) and Code Division Multiple Access (COMA). In cellular service there am two main competing network technologies: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). Understanding the difference between GSM and CDMA will allow the user to choose the preferable network technology for his needs. Indian mobile telephony market is increasing day by day and them is more to happen with technological up gradations occurring nearly every day and the ever-increasing demand for easier and faster connectivity, the mobile telephony market is expected to race ahead... The mobile telephony services providers Airtel, Vodafone (Formerly Hutch), have been competing aggressively for their market share with MTNL, Tata Indicom, Reliance and Idea Cellular entering into the foray, this tussle has only become tougher. With major market share in the hands of the like of Reliance. Vodafone (Formerly! Luta), Idea Cellular the others have been finding it difficult to complete the MAI kit The Telecom Regulatory Authority Of India (TRAI) has been playing an important role in keeping a watch on these existing players and bringing new environment as well as policies and reforms for these Mobile Telephony Service Providers and permitting them to provide mobile telephony services including permission to carry its own long distance traffic within their service area without seeking an additional license. TRAI's mission is to create and nurture conditions for the growth of telecommunications including broadcasting and cable services in the country in a manner and at a pace which will enable India to play a leading role in the emerging global information society. The service providers are free to provide, in its service area of operation, all types of mobile services including voice and non-voice messages, data services and PCO's. The Operators would be required to pay a one-time entry fee. The basis for determining the entry fee and the basis for selection of additional operators would be recommended by the TRAI. Apart from the one time entry fee. Operators would also be

required to pay license fee based on a revenue share. It is proposed that the appropriate level of entry fee and percentage of revenue share arrangement for different service areas would be recommended by TRAI in a2 Although the cellular services market in India grew during the late 1990s (as the number of players increased and tariffs and handset prices came down significantly) the grow...