Annexure-A

Mini Project - 1 Report

On
TELECOM INDUSTRY(AIRTEL)
Submitted for the
Master of Business Administration
Degree
partial fulfilment of the Award
Of
(Session: 2023- 2024)

SUBMITTED BY

ANANT RAI

*ROLL NO.-2302720700036*

UNDER THE GUIDANCE OF

ANKUR LOHIA SIR

GREATER NOIDA INSTITUTE OF TECHNOLOGY

(MBA Institute) DR. A.P.J. ABDUL KALAM TECHNICAL

UNIVERSITY (FORMERLY UTTAR PRADESH

TECHNICAL UNIVERSITY), LUCKNOW
 Annexure-B

STUDENT DECLARATION

I “ANANT RAI” hereby declares that the work which is being

presented in this report entitled “TELECOM INDUSTRY” is an
authentic record of my own work carried out under the supervision of
“ANKUR LOHIA”.

The matter embodied in this report has not been submitted by me for the
award of any other degree/ Diploma/ Certificate.

ANANT RAI

GREATER NOIDA INSTITUTE OF TECHNOLOGY (MBA

Institute)
 Annexure-C

DIRECTOR CERTIFICATE

This is to certify that the work which is being presented in this report
entitled “TELECOM INDUSTRY(AIRTEL)” is an authentic record of the
(ANANT RAI) carried out under my supervision. The statements made by
the candidate are correct to the best of my knowledge.

Prof. ANSHUL SHARMA Supervisor:

Director ANKUR LOHIA
GNIOT (MBA Institute)

(Seal of the Department/ College)

 Annexure-D

ACKNOWLWDGEMENT

I would like to express my special thanks of gratitude to GREATER NOIDA

INSTITUTE OF TECNOLOGY STUDIES MBA PROGRAMME, GREATER
NOIDA for giving me opportunity to do the project on topic “TELECOM
INDUSTRY(AIRTEL)”.

Thereafter I would to thank my internal guide ANKUR LOHIA SIR for their
guidance and support.
I would also like to thanks all the faculty members, who guided me to complete this project.

Last but not the least, I would also like to thanks those who have contributed their
time and support in preparation of the project.

Thank you all from bottom of my heart.

 TABLE OF CONTENT

S.No. Particula rs Page

No

1 INTRODUCTION 2-3

2 RESEARCH METHODOLOGY 4-6

3 COMPANY PROFILE 7

4 VISION AND MISSION 8

5 ORGANISATIONAL STRUCTURE 9-19

6 COMPETITORS 20

7 SWOT ANALYSIS 21-22

8 FINDINGS 23

9 SUGGESTION 24

10 CONCLUSION 25

11 BIBLIOGRAPHY 26
Bharti Airtel Limited

1. INTRODUCTION

1.1 Background of the Study

1. About the Indian Telecom Industry

The Indian telecommunications Network is the second largest in the

world 860.9 million telephone connections based on the total number of
telephone users (both fixed and mobile phone).It has one of the lowest call
tariffs in the world enabled by the mega telephone networks and hyper-
competition among them. It has the world’s third-largest Internet user- base
with more than 200 million as of 2024. Major sectors of the Indian
telecommunication industry are telephone, Internet, and television
broadcasting. Today it is the fastest growing market in the world with 8.35
million monthly additions.
Telephone density in the country which is in an ongoing process of
transforming into next generation network, employs an extensive system of
modern network elements such as digital telephone exchanges, mobile
switching centers, media gateways and signaling gateways at the core,
interconnected by a wide variety of transmission system using fiber- optics or
Microwave radio relay networks. The access network which connects the
subscriber to the core, is highly diversified with different copper-pair, optic-
fiber and wireless technologies. DTH, a relatively new broadcasting
technology has attained significant popularity in the Television segment. The
introduction of private FM has given a fillip to the radio broadcasting in India.
Telecommunication in India has greatly been supported by the INSAT system
of the country, one of the largest domestic satellite systems in the world. India
Possesses a diversified communications system, which links all parts of the
country by telephone, Internet, radio, television and satellite. Indian telecom
industry underwent a high pace of market liberalization and growth since
1990s and now has become the world's most competitive and one of the
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Bharti Airtel Limited

fastest growing telecom markets. The Industry has grown over twenty times
in just ten years, from under 37 million subscribers in the year 2001 to over
1000 million subscribers in the year 2024. India has the world's second-
largest mobile phone user base with over 200.37 million users as of May
2012.It has the world's third-largest Internet user-base with over 137 million
as of June 2023. The total revenue of the Indian telecom sector grew by 7% to
283207 crore (US$48 billion) for 2023–24 financial year, while revenues
from telecom equipment segment stood at 227039 crore (US$40 billion).

1.2 Objectives of the Study

• To assess the service of AIRTEL comparison with other networks.
• To know the market share of AIRTEL.
• To know the customer relationship management of AIRTEL.
• To know the market share of the competitors.
• To know the promotional ability and schemes of the competitors.
• To know the target market of the competitors.
 To identify the customer relationship management programs being run by Airtel.

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 2. Research Methodology

Methodology is a way to systematically solve the research problem. It may be

understand as a science of studying how research is done scientifically.
Research Methodology is a step by step study of a problem. Physical
activities involved in the study are:

 Developing the questionnaire regarding the customer satisfaction of the

product

 Optimum respondents as a sample size are chosen for the activity to

resemble the entire population.

 Get the questionnaire filled by the customers in the place through

interview or personal interaction.

 Analysis of data on computer with special market research statistical

package called SPSS.

In this research questionnaire is framed in such a way management wants to

know how the customers are taking things that they had done to them and to
find out the expectation of the customers thus it will impact in policy making
of the firm in the current fiscal year.
The questionnaire designed had closed question to find the respondents actual
feeling as well as their opinion rating about the satisfaction regarding the
product.
The methodology followed for conducting the study includes the specification
of research design, sample design, questionnaire design, data collection and
statistical tools used for analyzing the collected data.

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2.1 Research Design

DESCRIPTIVE RESEARCH

Descriptive research is more rigid than exploratory research and seeks to

describe users of a product, determine the proportion of the population that
uses a product, or predict future demand for a product. As opposed to
exploratory research, descriptive research should define questions, people
surveyed, and the method of analysis prior to beginning data collection. In
other words, who, what, where, when, why, and how aspects of the research
should be defined. A good research design will ensure that the marketing
research project is conducted effectively and efficiently for the study, “I have
chosen descriptive method for research.”

The data required for the study has been collected from the both the sources

2.2 Sampling Design/Techniques:

TARGET POPULATION:
The Target population under this survey are the customers of mobile network
providers.
The target population is limited to the Athani.

SAMPLE SIZE:
The sample size included 100 customers and related people in various
different location. Search process was done by interacting with number of
customers during the activities performed. Sample design consist of
CONVIENCE SAMPLING.

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 2.3 Data Collection Method

There are two types of data collection methods used:

1. Primary data collection

2. Secondary data collection

Primary data collection method:

Primary data is the data in which the researcher collects data through
various methods like interviews, surveys, questionnaires etc., to support the
secondary data.
Primary data collected in this project is using the personal interview
and questionnaire.

Secondary data collection method:

Secondary data is data collected by someone other than the user.
Common sources of secondary data for surveys, organizational records and
data collected through qualitative methodologies or qualitative research.
Secondary data used in this project is records of Human Resource
Department for the service file of the separating staffs, various HR Journals,
projects and research papers of different scholars both national and
international.

2.4 Limitations
 The study is restricted only to AIRTEL, Athani respondents. The
view of their other areas is not taken.
 Since the researcher selected 100 sample size it is not sufficient
to cover opinion of entire population.

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 3. Company profile

Name Bharti Airtel Pvt Limited

Established 1995
Founder Sunil B Mital
Website www.airtelworld.com
Contact no. **********
Service type Tele communication
Major Services Sim and Broadband
Recent Activities Airtel Payment Bank
launched
Available network modes 2g, 3g, 4g and 5g
Address Bharti Crescent, 1st, Nelson
Mondela Road, Vasant
kunj,
Phase 2, New Delhi-
110070

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 4. Vision and Mission

Vision
 The main vision focuses on uplifting the lifestyle of our customers.
 Our focus is to win the trust of our customers by providing an
excellent experience.

Mission
 The company mission is to work according to the growing needs of
customers and satisfy them with fulfilling their expectations.

Quality policy
 We will reach our bellowed customers heart by providing best service.
 Our main policy is that to give 100% satisfaction in the quality
of Tele calls by the end of year 2017.
 We will provide fastest internet network to gain more customers.
 We decrease the all rates of all calls and internet to compute with
compotators and to have success.

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5. ORGANIZATIONL STRUCTURE

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 5.1 The following products and services are provided by Airtel

● Postpaid

Mobile service is one which the user has to provide the payment after its use
every month. We offer exciting plans to our customers so that they can be
benefitted to the most. We recommend this service for people with a secured
income because they will not face any problems while paying the bills.

● Prepaid

A prepaid is a mobile phone service for which credit is purchased in advance

of service use. The purchased credit is used to pay for mobile phone services
at the point the service is accessed or consumed. If there is no available
credit, then access to the requested service is denied by the mobile phone
network. Users are able to top up their credit at any time using a variety of
payment mechanisms.

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● Broadband

Broadband is a medium using which you can connect your computer

system to the internet. Airtel is a leading internet service provider in our
country whose data speed of the internet is highest among all its competitors.
We offer a variety of broadband plans so that you can choose the best one
based upon your budget and needs.

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● Digital TV

Digital TV is the transmission of audio and video by digitally processed and

multiplexed signal, in contrast to the totally analog and channel separated
signals used by analog television. It is an innovative service that represents a
significant evolution in television technology. The main advantage of Airtel
Digital TV is its clarity by far which is the best

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Data Card

A Data card, is a type of modem that allows a laptop, a personal computer

or a router to receive Internet access via a mobile broadband connection
instead of using telephone or cable television lines. A mobile Internet user
can connect using a wireless modem to a wireless Internet Service Provider
(ISP) to get Internet access. Airtel data card is not only known for its mobility
but also for its high data rate.

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Airtel 4G/5G Hotspot

Wireless networking, also known as Wi-Fi, is the technology of using

broadband internet connection without wires. Airtel is offering you portable
Wi-Fi hotspot devices that afford you lightning fast 4G/5G speeds. With
Airtel 4G/5G Wi-Fi hotspot, you can connect up to 10 devices without the
assistance of a USB. With Airtel 4G/5G hotspot, you will never find yourself
disconnected from the world—this niftily designed device can last up to 6
hours

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● Airtel payment bank services

A Payments Bank is a differentiated bank that provides essential

financial services to its customers and is a giant leap towards making
financial inclusion a reality for every Indian.

Airtel Payments Bank is the first entity to get the final license from Reserve
Bank of India for launching a Payments Bank. Kotak Mahindra Bank Limited
also has a stake in the bank. But before opening up an account you have to
see these benefits and terms & conditions. Which are: (1) Your Airtel mobile
number is also your account number. (2) Earn 7.25% interest on your bank
account. (3) For every Rupee that you deposit, you get equivalent talk time
(Offer is valid only for the time of opening the account). (4) Free personal
accident insurance cover of Rs. 1 Lac. (5) Withdraw cash at any of Airtel
Banking Points or transfer amounts to other bank accounts or other airtel
payments bank account through My Airtel app. (6) At the time of withdrawal
you will have to pay 0.65% of the amount. (7) If you transfer money to any
other bank account you have to pay 0.5% of the amount. This is not

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applicable if you send money to an Airtel Payments Bank account. (8) You

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will get a Virtual Debit Card to shop online. (9) But a maximum amount of 1
lakh Indian Rupees can be deposited in a single account.

● Mobile services
● Telemedia services
● Airtel Business

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5.2 Bharti Airtel limited has different business operations such as

5.2.1 Telecommunication
5.2.2 Fresh food word
5.2.3 Government insurance
5.2.4 Insurance policies for Tele customers
5.2.5 Broad band and Internet services
5.2.6 Marketing business
5.2.7 Software development
5.2.8 Mobile apps

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Airtel operates in following countries :

Bangladesh Airtel Bangladesh

Chad Airtel Chad

Burkina Faso Airtel Burkina Faso

Democratic republic of Airtel DRC
Congo
Gabon Airtel Gabon

Ghana Airtel Ghana

Kenya Airtel Kenya

India Airtel India

Malawi Airtel Malawi

Madagascar Airtel Madagascar

Republic of the Congo Airtel Congo B

Niger Airtel Niger

Rwanda Airtel Rwanda

Seychelles Airtel Seychelles

Sierra Leone Airtel Sierra Leone

Sri Lanka Airtel Sri Lanka

Tanzania Airtel Tanzania

Zambia Airtel Zambia

Uganda Airtel Uganda

Channel Island Airtel Jersey and

Guernsey

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5.3 Current status:
Current status of Athani market
● Overall market conditions was really good compare to compotators.
● It has High market share.
● Daily more than 180 sim’s are activated from Athani area its good compare
to others.
● Daily recharge collection was more than 7 lacks.
● In a Store one store manager, 3 sales executes working there
● In Athani urban area there is one territory sales manager, one
urban distributor, 10 rural Distributors.

5.4 Future plan

Feature plan as per Athani area
● Appoint new promoters for rural area.
● Giving a sim swap authority to every Retailer.
● Those who all are using Demo card give them biometric activation authority.
● Start the activity towards retailer motivation.
● Attracting customers with unlimited plans (unlimited voice and data)

Competitor’s Information:
There are three types of players in telecom services
 State owned companies
 Private owned Indian companies
 Foreign invested companies

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6. COMPETITORS

The main Competitors of Bharti Airtel Ltd are :

 Bharat Sanchar Nigam Limited (BSNL)

 Vodafone India Limited
 Idea cellular limited Reliance
 Jio telecom

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 7. SWOT Analysis

Strengths of Airtel
a. High brand equity
b. Strategic alliances
c. Focus on rural sales
d. Renowned Telecom company
e. Maximum number of active costumer Strong customer growth.

 Strong advertising with celebrity brand ambassadors

Weakness of Airtel
1. Higher rate of call rates and internet rates compared to other service
providers.
2. Lack of Creative marketing managers in the field of promotional activities.
3. Airtel is focusing more on other competitor strategies rather than
focusing their own.
4. Airtel is the largest network in India then also the customers are
facing more network problems in Forest, Hilly areas and
coastal areas.

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Opportunities of Airtel
1. Global telecommunications and new technology brands see Airtel as a
key strategic player in the Indian market.
2. The company is investing in its operation in 120,000 to 160,000 small
villages every year.
3. Strategic Partnership
4. Market development
5. Value Added Services
6. Updated geography of the current market

Threats
1. Government Regulatory frame work:
2. Competition by other major service providers.
3. MNP (Mobile Number Portability): MNP makes customers to
switch to other network without changing their mobile number.

 Competition Price war in the home market and declining margins

due to this is adversely affecting the overall business of the group.
 Bharti Airtel could also be the target for the takeover vision of
other global telecommunications player.

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8. Findings
1. In this study it was found that 72% of customers are using Airtel as
their mobile connectivity
2. 54% of customers use Airtel as their network because of Good
Data services provided by the company.
3. 58% of customers are using Airtel as their main contact number.
4. 70% of Customers are satisfied with the call rates of Airtel.
5. Most of 36% of customers prefer Monthly Data packs.
6. 80% of customers are satisfied with the speed of 5G connection.
7. 56% of customers feel Excellent about customer care relationship.
8. 44% and 42% of customers has chosen Airtel because of good
customer service and Unlimited Data plans provided by them.
9. 48% of customers feel Excellent about the overall experience
with the Airtel products.

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9. Suggestions
1. Company should reduce the rates of tariff plans to compete with competitors.
2. Presently it is very difficult to talk with the Airtel customer care
executives so company should make it easy and convenient to the
customers.
3. Airtel needs to work on the service and support with each
and every retailer to ensure better customer relationship.
4. Try to contact the people who have left the Airtel network and focus
on the cause due to which they have left Airtel.
5. Need to expand 5G connection in most of the rural areas.

6. Customer is expecting 6G connection in the country.

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 10. CONCLUSION

Airtel has become a very successful brand in India & providing customer
satisfaction is to be there main motive. It provides unlimited free calling and
data services & SMS on the move as people are more dependent on it in their
daily lives like wide network coverage and good 2G, 3G, 4G and 5G services.

Airtel provides free & wide network coverage, attractive 3G/4G/5G schemes
& customer services as well as lifetime roaming free services.

Providing customer satisfaction is the most crucial step of the company as

they are to be satisfied and provides Internet access on the move such as
Wide network coverage and good 5G services as they are important and
technology advanced stuff required by almost everybody in today’s
environment,
Airtel is a home brand and a very successful brand in India and overseas and
one of the most successful brands still to date.

In this survey it was found that Maximum customers rate the customer
relationship management in Airtel as Good and Excellent

The market share of the AIRTEL is 72%, it shows that still there is a
chance to capture the more market share.

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11. BIBLIOGRAPHY

Websites
www.airtel.in
www.trai.gov.in
www.wikipedia.c
om

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