1. “Customer Services: A study on airtel
Bangladesh limited”
Presented by
Nadim Hassan Rijvy
Reg.No.09-03325
2. INTODUCTION
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.
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 and its board, and rebranded the
company's services under its own airtel brand from December 20,
2010.This is the largest investment in Bangladesh by an Indian
company.
The Bangladesh Telecommunication Regulatory Commission approved
the deal on Jan 4, 2010
airtel Bangladesh had 6.538 million subscribers as of April 2012
3. OBJECTIVES OF THE STUDY
To Analyze the present status of the pre-
paid and post paid customer services
marketing of airtel and the satisfaction
level of the customers .
To evaluate the customer services of airtel
To identify the customers attitude towards
the customer service department.
To know the intention of customers
regarding value added services
4. METHODOLOGY OF THE STUDY
Type of research design: Descriptive research has been
conducted.
Data collection from primary sources: Face-to-face
conversation with customers visited at the customer care centre by
using Questionnaire.
Data collection from secondary sources: Many data and
information are collected from airtel‘s own website and from other
web sites.
Scaling techniques: Questions are formed based on a 5 point
likart scale is used.
Questionnaire development and pre-testing: Close-ended
questions are used.
Sampling Method: Purposive sampling method is used.
Sample size: One hundred(100)
5. RESULTS
4.1.1. Gender: According to the questionnaire survey 60% was Male and 40% was
Female respondent.
4.1.2. Age Group: 30% responses from the age of 26-36, 63% responses from the
age of 16-26, and 7% responses from the age of 36 or Above.
4.1.3. Occupation: According to the questionnaire survey 20% responses from
Service Holder, 43 % responses from university Student, 13% responses from
Business man, 7% responses from others, 14% responses from College student.
4.1.4. Educational Background: Among the respondent 33% was responses from
Post graduate Background, 50% was responses from Under graduate, 10% was
HSC background and 7% was SSC background.
4.1.5. Household Income: Among the respondent 37% responses from who has
monthly income 26000-30000, 27% was responses from 21000-25000, 13% was
responses from who has monthly income 31000 above and 10% was responses
from 11000-15000 or 16000-20000.
6. 15.00 / 38.5%
24.00 / 61.5%
agree
strongly agree
Interpretation: Most of the
customers strongly agreed
regarding airtel telecom’s
strong network coverage. 61.5
% customers gave their
opinion for ‘strongly agree’
option and 38.5% customers
gave their opinion for ‘agree’
option. No one has chosen the
disagree option. That’s why
we can say that the network
of airtel telecom is very
strong.
4.2. NETWORK COVERAGE
7. 8.00 / 20.5%
31.00 / 79.5%
agree
strongly agree
Interpretation: 79.5%
Customers are strongly
agreed regarding this
statement, and 20.5%
gave their opinion for
agree option, no
customer vote for
disagree option. So we
can say that mobile
connectivity of airtel
telecom is excellent.
4.3.CONNECTIVITY ANY CALL.
8. Interpretation: Strongly
agree customers are 61.5%
and agree customers are
38.5% No disagree
customer has been found.
Some of the customer said
that ‘Internet speed of
airtel telecom is mind
blowing’
15.00 / 38.5%
24.00 / 61.5%
agree
strongly agree
4.4.FASTEST INTERNET FACILITIES.
9. 27.00 / 69.2%
12.00 / 30.8%
agree
strongly agree
4.5. CUSTOMER CARE AND AFTER SELL SERVICE.
Interpretation: In that
case most of the
customer gave their
opinion for ‘agree’
option. Percentage of
agree customers are
69.2% and strongly
agree customers are
30.8%.
10. 27.00 / 69.2%
12.00 / 30.8%
agree
strongly agree
4.6. CALL CHARGES ARE AFFORDABLE.
Interpretation: In that case
most of the customer gave
their opinion for ‘agree’
option. Percentage of agree
customers are 69.2% and
strongly agree customers are
30.8%. Everyone is satisfied
for their tariff plan because
their call charges are
comparatively low.
11. 1.00 / 2.6%
27.00 / 69.2%
9.00 / 23.1%
2.00 / 5.1%
strongly disagree
disagree
agree
strongly agree
4.7. ADVERTISEMENT REGARDING AWARENESS.
Interpretation: Only few of
the customers are satisfied
for their advertisement
percentage is 23.1, most of
the customers has been
chosen disagree option for
that statement. 2.6%
customers are strongly
disagree regarding this
statement.
So form customer’s opinion
we can easily get the idea
that the advertisement of
airtel is not satisfactory.
12. 1.00 / 2.6%
28.00 / 71.8%
8.00 / 20.5%
2.00 / 5.1%
strongly disagree
disagree
agree
strongly agree
4.8. PROMOTIONAL CAMPAIGNS ARE VERY MUCH
EFFECTIVE
Interpretation: 71.8%
customers are disagree
about this statement,
2.6% customers are
strongly disagree. Only
20.5% customers are
agreed and 5.1% are
strongly agreed regarding
this statement. Customers
are not satisfied onairtel’s
promotional campaigns.
13. 3.00 / 7.7%
31.00 / 79.5%
5.00 / 12.8%
disagree
agree
strongly agree
4.9. CONNECTION (SIM) IS AVAILABLE
Interpretation: 79.5%
customers are agree for
availability of airtel
connection,12.8% customers
are strongly agree and 7.7%
customers are disagree
regarding this statement.
14. 1.00 / 2.6%
33.00 / 84.6%
5.00 / 12.8%
disagree
agree
strongly agree
4.10. VALUE ADDED SERVICES
Interpretation: Most of the
customers are satisfied on
their value added services.
84.6% are agreeing, 12.8%
customers are strongly
agreed. Only 2.6 percent
customers are disagreeing
about this statement.
15. 8.00 / 20.5%
31.00 / 79.5%
agree
strongly agree
4.11. BONUS TALK-TIME
Interpretation: All
the customers like
the bonous offer by
the airtel. Everyone
needs this service.
So customer
satisfaction is very
high regarding the
bonous offer.
16. RECOMMENDATIONS
Network upgradation.
Maintaining equal level of Services.
Improve Market segmentation.
Recruiting more employees and train up
the employees.
Fill up their Communication gap
between departments and customers.
17. CONCLUSION
From the above analysis we have come to know
that overall performance of Airtel is good, and
most of the Airtel customers are satisfied by using
Airtel’s service. Some of their customers are not
happy about airtel’s promotional activities & their
advertisement and form the analysis I find out
that their promotional tools and advertisement
strategies are not working properly, that’s why
they are failing to achieve their targeted market
share. They need to give more emphasize on their
advertisement and promotional activities.
