CUSTOMER SERVICE AT AIRTEL, BANGALORE.
A DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MBA DEGREE OF BANGALORE UNIVERSITY. Submitted By: Kirandeep Goraya Reg.No-05XQCM6027 UNDER THE GUIDENCE OF: DR.K.V.PRABHAKAR SENIOR PROFESSOR, MPBIM, BANGALORE
M.P.BIRLA INSTITUTE OF MANAGEMENT ASSOCIATE BHARTIYA VIDYA BHAVAN. BANGALORE-560001 2005-2007
I hereby declare that the research work embodied in this dissertation entitled “Customer Service at AIRTEL, Bangalore", has been carried out by me under the guidance and supervision of Dr.K.V.Prabhakar, Senor Professor, M.P.Birla Institute of
Management, Bangalore. I also declare that this dissertation has not been submitted to any University/Institution for the award of any Degree/Diploma.
Place: Bangalore Date: May 2007 (Ms. Goraya Kirandeep)
I hereby certify that this dissertation is an offshoot of the research work undertaken and completed by Ms Goraya Kirandeep under the guidance of Dr. K V Prabhakar Senior Professor, M.P.Birla Institute of Management, Bangalore.
Place: Bangalore Date: May 2007
Principal MPBIM, Bangalore
I hereby certify that the research work embodied in this dissertation entitled “Customer retention strategy at AIRTEL, Bangalore" has been undertaken and completed by
Ms Goraya Kirandeep under my guidance and supervision.
Date: May 2007
(Dr K V Prabhakar)
Senior Professor, MPBIM, Bangalore
I am happy to express my deep sense of gratitude to Dr. Nagesh Mallavalli, Principal M.P.Birla Institute of Management for his encouragement, guidance and many valuable ideas imparted to me for my project. I extend my sincere thanks to Dr.K.V.Prabhakar for providing me all the information required and the guidance through out the project without which this project would not have been possible. I have gained a lot of knowledge, both theoretical and practical, throughout the course of carrying out this project; I also learnt a lot about the intricacies of the actual business world. With special regards I would also like to sincerely thank all my lecturers and friends for their help in completing my project successfully.
(Ms. Goraya Kirandeep)
PART ‘A’ (THEORITICAL SETTING) 9
1.1. Background of the study. 1.2. Statement of the problem. 1.3. Need and significance of the study. 1.4. Objectives of the study. 14 15 16 17 18 19
2. REVIEW OF LITERATURE
2.1 Purpose of review. 2.2 Methodology. 2.3 Conclusion.
3. COMPANY PROFILE 4. RESEARCH METHODOLOGY
4.1 Type of Research. 4.2 Sampling Technique. 4.3 Sampling size. 4.4 Sampling Description. 4.5 Instrumentation Techniques. 4.6 Actual collection of data. 4.7 Limitation of the study.
34 51 52 52 52 52 53 53 53
PART ‘B’ (SURVEY FINDINGS) 5.1. DATA ANALYSIS AND INFERENCES.
7 PART ‘C’ (CONCLUSIONS AND RECOMMENDATIONS) 6.1. Major conclusions emerging from the study. 6.2. A scheme of recommendations 72 73 74
• Select bibliography including websites used. • Questionnaire • Directions for further research
82 84 86
Customer service is the key business issue. Effective churn management allows the company to stay ahead of its competitors, increases profitability and improves investor confidence. There are no simple solutions; must adopt aggressive strategies which cut across the customer lifecycle and underpin all business processes. Customer service is not given the attention due to it, by most firms. It has been found that customer service has more impact on profits than market share, economies of scale and other variables that are considered to provide competitive to a firm. In fact, it has been found that companies, which reduce customer retention defections by...