Customer Service at Airtel
1
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
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DECLARATION
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)
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CERTIFICATE
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
(Dr.Nagesh.Malavalli)
Principal MPBIM, Bangalore
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CERTIFICATE
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.
Place: Bangalore
Date: May 2007
(Dr K V Prabhakar)
Senior Professor, MPBIM, Bangalore
5
ACKNOWLEDGEMENT
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
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
2
DECLARATION
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)
3
CERTIFICATE
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
(Dr.Nagesh.Malavalli)
Principal MPBIM, Bangalore
4
CERTIFICATE
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.
Place: Bangalore
Date: May 2007
(Dr K V Prabhakar)
Senior Professor, MPBIM, Bangalore
5
ACKNOWLEDGEMENT
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