Topic Name

Customers Attitude towards AIRTEL BANGLADESH

Section: I

Group: C

Submitted To:

Dr.Md.Mamun Habib

Name ID

1. DAS, AMIT 10-17652-3 2. ISLAM, NABILA 10-17731-3 3.

Chapter 1: Introduction

1.1 Introduction of the study:

As we know that there are 6 operators in Bangladesh who provide their service in telecommunicating service sector. All the operators are trying to provide the best service. So there is a huge competition is going on between them. From our research we will try to find out the current position of Airtel and the customers satisfaction level.

2. Research Objective:

We know that Airtel is one of the leading cellular service providers in Bangladesh. People from all ages are using Airtel. So, our main target is to communicate with all ages people who are using Airtel sim and find out their comment and on the basis of that make an overall comment.

1.3 Scope of Research:

This report deals with the telecommunication service in Bangladesh which was provided by Airtel. The primary emphasis was given to customer satisfaction. It is a descriptive research and we did this research through survey questionnaire (including 14 questions). We have selected 50 Airtel’s customers from Dhaka city and provide them our survey questionnaire. Apart from it, we also took some of their interviews.

1.4 Significance of the Study:

From our survey the management of Airtel will be able to know what people think about their service and in which sector they need improvement to compete with other competitors.

Chapter 2: Literature Review

2.1 Theory:

Airtel Bangladesh Ltd. is a GSM-based cellular operator in Bangladesh. Airtel is the sixth mobile phone carrier to enter the Bangladesh market, and originally launched commercial operations under the brand name "Warid Telecom" on May 10, 2007. Warid Telecom International LLC, an Abu Dhabi based consortium, sold a majority 70% stake in the company to India's Bharti Airtel Limited for US$300 million. Bharti Airtel Limited took management control of the company and its board, and rebranded the company's services under its own airtel brand from December 20, 2010. The Bangladesh Telecommunication Regulatory Commission approved the deal on Jan 4, 2010.

Bharti Airtel made a fresh investment of USD 300 million to rapidly expand the operations of Warid Telecom and have management and board control of the company. This is the largest investment in Bangladesh by an Indian company. Dhabi Group continues as a strategic partner retaining 30% shareholding and has its nominees on the Board of the Company.

The new funding is being utilized for expansion of the network, both for coverage, capacity, and introduction of innovative products and services. As a result of this additional investment, the overall investment in the company will be in the region of USD 1 billion.

This is Bharti Airtel’s second operation outside of India. The company launched its mobile services in Sri Lanka in January 2009 on a state-of-the-art 3.5G network. On July 19, 2007, the company crossed the 1 million customers mark in the first 70 days of operation.

Airtel had 5.6 million subscribers as of September 2012.

In December 2005, Warid Telecom International LLC paid US$ 50 million to obtain a GSM license from the BRTC and became the sixth mobile phone operator in Bangladesh.

In a press conference on August 17, 2006, Warid announced that its network would be activated two months ahead of schedule, in October, 2006. Again in October, 2006 Warid Telecom put off the launch of its cellphone services in Bangladesh until April, 2007 after its major supplier Nokia walked out on an agreement over a payment dispute.

Warid had a soft launch at the end of January 2007. It gave away complimentary subscriptions among a selected group of individuals, whose job was to make 'test calls' and the operator adjusted its network's quality based on their comments.

On May 9, 2007, Warid in an advertisement in some daily newspaper stated that it would be launching publicly on May 10, 2007. However, no call rate nor any package details were revealed. The advertisement included an announcement for the people interested to buy Warid connections to bring the documents like ID Card, etc., to the designated franchise and customer care centres.

On October 1, 2007, Warid Telecom expanded its network to five more districts raising total number of districts under Warid coverage to 56, said a press release. Mymensingh, Jamalpur, Sherpur, Rajbari and Narail towns were covered by Warid network.

On November 10, 2007, 61 districts under Warid network coverage.

On June 10, 2008, Warid Telecom expanded its network to 3 more districts Bandarban, Khagrachhari and Rangamati. Now all 64 districts of Bangladesh are under Warid network coverage meaning Warid Telecom now has nationwide coverage.

On December 20, 2010, Warid Telecom was rebranded to airtel.

On December 21, 2011, Airtel Bangladesh launched "Airtel Circle of Friends", the first ever Interactive Commercial in Bangladesh, created and executed by Digimarka

2.2. Vision: By 2015, Airtel will be the most loved brand, enriching the lives of millions.

" Enriching lives means putting the customer at the heart of everything we do. We will meet their needs based on our deep understanding of their ambitions, wherever they are. By having this focus we will enrich our own lives and those of our other key stakeholders. Only then will we be thought of as exciting, innovation, on their side and a truly world class company.”

Chapter 3: Research Methodology

3.1 Methods of Research Used:

There are different types of Research

a) Exploratory Research

b) Descriptive Research

c) Causal research

Research Method

1. Survey Research Technique
2. Observations
3. Experimental Research Technique
4. Secondary Data

Its is a descriptive research and we have mainly followed survey research technique. We have also taken help from secondary source of data.

3.2 Respondents & Sampling Procedures:

a) Population

b) Sample (One part of Population)

c) Sample Size

d) Sampling Procedures

There are 2 Techniques in sampling procedures

1. Probability Technique in 5 categories

2. Non-probability Technique in 4 categories

Probability Sampling

Simple Random sampling
Systematic Sampling
Stratified Sampling
Cluster Sampling
Multi stage Area Sampling]

Non probability sampling

Convenience sampling
Judgment sampling
Quota sampling
Snowball sampling]

As we know the total customers of Airtel so the sample we have used is probability sampling. From probability sampling we have used the simple random sampling because we have selected randomly from people who use Airtel sim. We have made a survey on 50 people to find out our result and also ask some people about their opinions.

3.3 Research Instruments/Questionnaire:

- Simple Attitude scale - Category scale - Likert scale - Semantic scale - Numerical scale - Constant sum scale - Stapel scale - Graphical Rating scale - Graphics rating scale stressing visual communication

All are the instrument of questionnaire. Above all we will use mainly Simple Attitude scale and Likert scale in our survey purpose.

3.4 Collection of Data:

Primary Data: We have basically collected data through survey question and primary interview of some Airtel’s customers.

Secondary Data: We have also taken help from internet in order to make our report more meaningful.

3.5 Statistical Treatment of Data:

Different Statistical Tools are- - Excel - SPSS (Statistical Package for Social Sciences) - AMOS (Analysis of Moment Structure) - LISREL (Linear Structural Relations)

We will show SPSS tool, which is a very excellent to show graphically, to show our survey result.

Chapter 4: Presentation of data and critical discussion of results

As our main target is to find out the service provided by Airtel is good or not so to do this we went to lot of people to know about their opinion.

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| |Frequency |Percent |Valid Percent |Cumulative Percent | |Valid |Strongly Agree |13 |26.0 |26.0 |26.0 | | |Agree |7 |14.0 |14.0 |40.0 | | |Moderately Agree |18 |36.0 |36.0 |76.0 | | |Disagree |7 |14.0 |14.0 |90.0 | | |Strongly Disagree |5 |10.0 |10.0 |100.0 | | |Total |50 |100.0 |100.0 | | | According to our survey we have seen that there have been mixed reaction regarding Airtel’s call center service. Some of them told us that Airtel’s call center service is not fast enough. Others mentioned us that Airtel’s employees usually don’t keep good behave with them.

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According to our survey, we have seen that most of the people are highly satisfied with Airtel’s call rate. According to them Airtel’s call rate is cheaper than all other operators and this is why they are using Airtel’s network. Besides Airtel offers different packages such as “Kotha”, “Adda”, “Somoy” etc which are really popular to them. Besides they are quite happy with the internet service of Airtel.

Chapter 5: Summary, Conclusions and Recommendations

5.1. Conclusion:

Mobile telecom is the most convenient, portable and affordable technology in today's world. This technology has the potential to do more than just conversation & text messaging. It can bring a new era of communication where there will be no charge for calling or text messaging, where there will be no limitation on data transfer speed or data storage capacity or even no limitation on global connectivity. The technology can outshine all these limitations and lead towards a barrier-free communication-friendly world where - we will not have to spend hours in traffic to buy a book, there will be no need to stand in a queue for cash deposit or bill payment, there will be no haste in jam-packed ticket counters (like - concerts, matinee shows, transportation). A hardworking rural worker will know what to do when he/she is not compensated accordingly. The technology will bring the light of knowledge to the people who do not have access to traditional medium for information. The necessity for physical location will become insignificant for international business dealings, business meetings or even over-the-border stock market trading.

Customers’ perception of Airtel is based on quality, satisfaction, values they derived out from their service. Poor network in remote area is one of the main problems for Airtel. Airtel promises to overcome from this problem. Airtel does not stop at any place because they are very much careful and responsible to their customer’s satisfaction. That’s why they provide best packages and so many facilities to their customers at a low price. They inform their customers before launching a new product so that the customers get the new service for their satisfaction. Airtel is now very cautious to explain the situational factors about its service.

5.2. Recommendation:

By our research, we have pointed out some of the barriers of Airtel. The first and most important side that Airtel must improve is its network coverage. Apart from this problem they also need to be focused on their customer care service. They should train their employee in this case.

5.3. Bibliography:

www.google.com

http://www.bd.airtel.com