Presented by:

Shringarika Saxena

Sonal Daruka

Sourav Boksi

Sumit Guha

Supragy Bhatnagar

Suvendu Acharrya

Tanya Kohli

Vidit Goyal

OVERVIEW

Bharti Airtel Limited, commonly known as Airtel operates in 20countries across South Asia, Africa and the Channel Islands.

Airtel is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom.

Bharti Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification.

Its network—base stations, microwave links, etc.—is maintained by Ericsson and Nokia Siemens Network whereas business support is provided by IBM.

On 31 May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting up an Internet Protocol access network (mobile backhaul) across the country.

Characteristics of services

 

Extended marketing mix of services

Process

CONSUMER EVALUATION PROCESS

Total product concept

Service marketing triangle

Gaps model of service quality

Customer expectation levels

Factors influencing desired and predicted service

Customer perceptions of quality & customer satisfaction

5 dimensions of service quality

The service encounter

Common themes in critical service encounters research

service recovery strategies