project airtel (abbas mustafa) 1

UNIVERSITY SCHOOL OF BUSINESS

RETAILER AWARENESS FOR ( RAPU)

AT BHARTI AIRTEL

SUMMER TRAINING PROJECT REPORT

Submitted in partial fulfilment of

MASTER OF BUSINESS ADMINISTRATION

In the

University School of Business

CHANDIGARH UNIVERSITY, GHARUAN

(2015)

Supervised by: Submitted by:

Dr. RAJIV KHOSLA Abbas Mustafa

14MBA1003

CHANDIGARH UNIVERSITY


CERTIFICATE


CANDIDATE’S DECLARATION

I hereby declare, that the project report on the topic “RETAILER’S PERCEPTION AT

BHARTI AIRTEL” has completed and submitted under the guidance and supervision of Dr.

RAJIV KHOSLA is my original work.

The preparation of the project report is based on my personal findings, several visits to the

market, interaction with the retailers/employees and consultation with the eminent scholars

and both primary and secondary sources.

Abbas Mustafa

14MBA1003


CERTIFICATE BY GUIDE

Certified that the project entitled RETAILERS PERCEPTION AT“BHARTI AIRTEL

LTD” submitted by Abbas Mustafa UID(14MBA1003) student of (CU)UNIVERSITY

SCHOOL OF BUSINESS as a part of course curriculum for MBA Degree of Chandigarh

University, Gharuan this study is carried out under my supervision and guidance.

This report has not been submitted to any university or institution for the award of any other

degree.

Dr. Rajiv Khosla

SUPERVISOR


Acknowledgement

“It’s been a long road, but here I am at the end,

But there are so many people to whom thanks I extend!”

I would like to convey my heartfelt thanks to Dr. Rajiv khosla my project guidewho always

gave valuable suggestions and guidance for completion of my project, my supervisor in

Bharti Airtel MRS. Maneesha Negi, all the faculty members of MBA department and also to

MR. SPS Bedi (Director USB). They helped me to understand and remember important

details of the project that I would have otherwise lost. My project has been a success because

of their guidance.

ABBAS MUSTAFA


EXECUTIVE SUMMARY

This project is based on telecom sector as the telecom sector is growing at a very good pace.

Objective of this report is to share my experience which I got during this internship period.

This report is the brief description and summary of my work which I performed in Airtel

Company. It was a great experience for me to work there. My theoretical knowledge helped

me a lot during this internship period and I have also learned many new things during this

time.

I have worked as intern under Usage and Retention Department in Airtel.

My objective for the project was to collect the feedback and perception from the

Retailer towards various ROFFER provided by Airtel with instant commission.

The responses were taken from kiryana shops, mobile repair shops, Airtel outlets.

I also did tele calling to various customers regarding different Airtel products such as:

All Local airtel calls @10 paise for 6 months free

All Local airtel to other network calls @30 paise for 6 months free

All STD calls @25 paise for 6 months free

The offers were provided to selected numbers and to activate the particular offer they have

to type FREE and send it to 52141.


TABLE OF CONTENTS

Chapter No. Title Page No.

Chapter-1 Introduction 1-26

Chapter-2 Literature Review 27-29

Chapter-3 Methodology 30-32

Chapter-4 Data Analysis & Interpretation 33-48

Chapter5 Findings, Limitations, Conclusion

and Recommendation/Suggestion

49-53

Bibliography 54-55

Annexure 56-59


CHAPTER - 1

INTRODUCTION


OVERVIEW OF TELECOM INDUSTRY

In today’s information age, the telecommunication industry has a vital role to play.

Considered as the backbone of industrial and economic development, the industry has been

aiding delivery of voice and data services at rapidly increasing speeds, and thus, has been

revolutionizing human communication.Although the Indian telecom industry is one of the

fastest-growing industries in the world, the current tele density or telecom penetration is

extremely low when compared with global standards.(Cellular Operators Association of

India, History of Cellular telephony http://www.coai.com/history.php, 20 July 2010).

Introduction – Evolution

Indian telecom sector is more than 165 years old. Telecommunications was first introduced

in India in 1851 when the first operational land lines were laid by the government near

Kolkata (then Calcutta), although telephone services were formally introduced in India much

later in 1881. Further, in 1883, telephone services were merged with the postal system. In

1947, after India attained independence, all foreign telecommunication companies were

nationalized to form the Posts, Telephone and Telegraph (PTT), a body that was governed

by the Ministry of Communication. The Indian telecom sector was entirely under

government ownership until 1984, when the private sector was allowed in

telecommunication equipment manufacturing only. The government concretized its earlier

efforts towards developing R&D in the sector by setting up an autonomous body – Centre

for Development of Telematics (C-DOT) in 1984 to develop state-of-the-art

telecommunication technology to meet the growing needs of the Indian telecommunication

network. The actual evolution of the industry started after the Government separated the

Department of Post and Telegraph in 1985 by setting up the Department of Posts and the

Department of Telecommunications (DoT).

The entire evolution of the telecom industry can be classified into three distinct phases.

Phase I- Pre-Liberalization Era (1980-89)

Phase II- Post Liberalization Era (1990-99)

Phase III- Post 2000

Until the late 90s the Government of India held a monopoly on all types of communications

– as a result of the Telegraph Act of 1885. As mentioned earlier in the chapter, until the


industry was liberalized in the early nineties, it was a heavily government-controlled and

small-sized market; Government policies have played a key role in shaping the structure and

size of the Telecom industry in India. As a result, the Indian telecom market is one of the

most liberalized markets in the world with private participation in almost all of its segments.

The New Telecom Policy (NTP-99) provided the much needed impetus to the growth of this

industry and set the trend for liberalization in the industry.

AIRTEL TELECOM OVERVIEW

Many private players have emerged in the liberalized regimes which are

providing different value able added services besides calling pioneers among

them are Vodafone, Idea, Aircel, etc.

Bharti Airtel Limited is an Indian multinational telecommunications Services Company

headquartered in New Delhi, India. It operates in 20 countries across South Asia, Africa, and

the Channel Islands. Airtel provides GSM, 3G and 4G LTE mobile services, fixed line

broadband and voice services depending upon the country of operation. It is the largest

cellular service provider in India, with 228.25 million subscribers as of April 2015. Airtel is

the largest mobile operator in South Asia and the third largest in the world with a 303 million

subscriber base. Airtel was named India's second most valuable brand in the first ever Brands

ranking by Millward Brown and WPP plc.

Airtel is credited with pioneering the business strategy of outsourcing all of its business

operations except marketing, sales and finance and building the 'minutes factory' model of

low cost and high volumes. The strategy has since been adopted by several

operators.[8] Airtel's telecom equipment is provided and maintained by Ericsson and Nokia

Solutions and Networks whereas IT support is provided by IBM. The transmission towers are

maintained by subsidiaries and joint venture companies of Bharti including Bharti

Infratel and Indus Towers in India. Ericsson agreed for the first time to be paid by the minute

for installation and maintenance of their equipment rather than being paid up front, which

allowed Airtel to provide low call rates of ₹1/minute

(US$0.02/minute).(https://en.wikipedia.org/wiki/Bharti_Airtel for all the Introduction

part of Airtel).

https://en.wikipedia.org/wiki/Telecommunications

https://en.wikipedia.org/wiki/New_Delhi,_India

https://en.wikipedia.org/wiki/Channel_Islands

https://en.wikipedia.org/wiki/GSM_network

https://en.wikipedia.org/wiki/3G

https://en.wikipedia.org/wiki/4G_LTE

https://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_India

https://en.wikipedia.org/wiki/List_of_mobile_network_operators_of_India

https://en.wikipedia.org/wiki/List_of_mobile_network_operators

https://en.wikipedia.org/wiki/Millward_Brown

https://en.wikipedia.org/wiki/WPP_plc

https://en.wikipedia.org/wiki/Bharti_Airtel#cite_note-8

https://en.wikipedia.org/wiki/Ericsson

https://en.wikipedia.org/wiki/Nokia_Solutions_and_Networks

https://en.wikipedia.org/wiki/Nokia_Solutions_and_Networks

https://en.wikipedia.org/wiki/IBM

https://en.wikipedia.org/wiki/Bharti_Enterprises


https://en.wikipedia.org/wiki/Indus_Towers

https://en.wikipedia.org/wiki/Bharti_Airtel


COMPANY PROFILE

Bharti Airtel Limited

Type Public BSE: 532454 [1] NSE: BHARTIARTL

Industry Telecommunications

Founded 7 July 1995

Founder(s) Sunil Bharti Mittal

Headquarters New Delhi, India

Area served South Asian & African countries and the

Channel Islands

Key people Sunil Bharti Mittal (Chairman) and (MD)

Services Mobile Network

Wireless

Landline

Broadband

Satellite Television

Employees 21,299 (by 2012)

Website www.airtel.in


PRODUCTS AND SERVICES OFFERED BY THE COMPANY:

Mobile

Prepaid

Post-paid

Broadband & Internet

Speed on demand

Airtel PC secure

Airtel Net PC

IPTV

Digital TV

Data and IP Solutions

Wireless Internet

Data Card

USB Modem

Email on the go

Windows Mobile 5.0

Airtel Easy Mail

Calling Cards

International Calling Cards

Airtel Call Home

Airtel World Calling Cards

Voice SolutionsConferencing


LAUNCH OF AIRTEL IN JAMMU AND KASHMIR

Airtel became the first private sector cellular services provider to launch its mobile services

in J&K in October 2004. With this launch Airtel got a presence in 19 circles across the

country. Also now mobile subscribers in other parts of the country will be able to roam in

Kashmir.

Sunil Mittal, chairman and managing director, Bharti Tele-ventures, said, “The launch of

Airtel mobile service will have a profound impact on the economic growth of the entire

region as it would bridge distances, provide employment and also encourage tour ism.” He

added that Airtel has received confirmed booking from 50,000 customers across the state.

The company has begun the service with 90 cell sites across 46 towns, to be expanded to 118

sites later. The network is managed by Swedish equipment manufacturer Ericsson and is

GPRS ready (general packet radio services).

Bharti has employed 200 people for its operations in J&K directly and another 1,000 through

its distribution channel.

For the first time, the company has deployed three mobile switching centres (MSC) in the

state owing to the hilly terrain. In other states where it launched operations the company

started with a single MSC.

The state-owned operator, Bharat Sanchar Nigam Ltd, had launched its mobile services in the

state a year back and now has a subscriber base of one lakh. Others operators were also

planning for launching their services in the state following the footsteps.

“We are delighted and humbled by the immense trust that over Twenty Three Lakh customers

in J&K have reposed on us,” Airtel J&K chief operatingofficer, Ramanand Swami said. He

attributed the success to quick roll out of the network across towns and over 3,500 villages

and creating two worlds Class customer services centres in Srinagar and Jammu, using

Kashmiri &Dogra language. Apart from efficient service delivery, said the innovative value

added services like hello tunes, music on demand, missed call alerts and information services

have added to the customer delight and satisfaction. “We rededicate ourselves to consiste nt

deliverance,” he insisted. (www.wiki.airtel jk/history/2005).

http://www.wiki.airtel/


WORLDWIDE PRESENCE

Airtel is the one of the largest mobile operator in the world in terms of subscriber base and

has a commercial presence in 20 countries and the Channel Islands.

Its area of operations includes:

The Indian Subcontinent:

Airtel India, in India

Airtel Sri Lanka, in Sri Lanka

Airtel Bangladesh, in Bangladesh

Airtel Africa, which operates in 17 African countries:

Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the Congo,

Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Seychelles,

Sierra Leone, Tanzania, Uganda and Zambia.

The British Crown Dependency islands of Jersey and Guernsey, under the brand

name Airtel-Vodafone, through an agreement with Vodafone

SWOT ANALYSIS

STP

Segment Elite class of people; Corporate.

Target Group Elite class above 25 years age; YUPS (Young Upward

Professionals).

Positioning Aspirational and lifestyle brand; Premium category.

SWOT ANALYSIS

Strength 1. Large customer base of 275 million, highest in India (as on

May 2015).

2. Only Indian operator, with VSNL, that has an international

submarine cable.

3. High brand visibility.

https://en.wikipedia.org/wiki/Channel_Islands

https://en.wikipedia.org/wiki/Indian_Subcontinent

https://en.wikipedia.org/wiki/Airtel_India

https://en.wikipedia.org/wiki/Airtel_Sri_Lanka

https://en.wikipedia.org/wiki/Airtel_Bangladesh

https://en.wikipedia.org/wiki/Airtel_Africa

https://en.wikipedia.org/wiki/Crown_Dependency

https://en.wikipedia.org/wiki/Airtel-Vodafone

https://en.wikipedia.org/wiki/Vodafone


4. Strong advertising campaigns.

Weakness 1. Price competition from BSNL and MTNL.

2. Untapped rural market.

Opportunity 1. Fastest expanding cellular market.

2. Latest and low cost technology.

3. Untapped rural market.

Threats 1. New entrant’s low pricing offering.

2. Saturation point in basic telephony service.

3. Mobile number portability.

Who started it

Airtel is the largest provider of mobile telephony and second largest provider of fixed

telephony in India, and is also a provider of broadband and subscription television services. It

offers its telecom services under the "Airtel" brand, and is headed by Sunil Bharti Mittal.

Sunil Bharti Mittal is the Founder and Chairman of Bharti Enterprises which has interests in

telecom, retail, financial services and agri-products. Bharti Airtel, the group’s flagship

company, is a global telecommunications company with over 295 million customers across

South Asia and Africa. Bharti has joint ventures with several global leaders: Singtel,

Softbank, AXA and Del Monte. Sunil is currently the Vice Chairman of the International

Chamber of Commerce (ICC). He also serves on the Prime Minister of India’s Council on

Trade & Industry, World Economic Forum’s International Business Council, Telecom Board

of International Telecommunication Union (ITU), Commissioner of the Broadband

Commission, and the Singapore Prime Minister’s Research, Innovation and Enterprise

Council.

Sunil believes that a responsible corporate has a duty to give back to the community in which

it operates. This belief has resulted in the Bharti Foundation, which operates 254 schools as

https://en.wikipedia.org/wiki/Mobile_telephony

https://en.wikipedia.org/wiki/Fixed_telephony

https://en.wikipedia.org/wiki/Fixed_telephony

https://en.wikipedia.org/wiki/Broadband_Internet_access

https://en.wikipedia.org/wiki/Pay_television


well as remedial centers and renders quality support to government schools, providing

holistic education to over 46,000 under-privileged children in rural India. Sunil was ranked

among the Top 25 Philanthropists in the World in 2009 by the Barron’s Magazine. He is also

a Member of the Board of Trustees of Qatar’s Education Above All Foundation, an initiative

of Her Highness Sheikha Moza bint Nasser.

VISION

“To be globally admired for telecomservices that delight customers”.

MISSION

service focus

employees

Innovative services

efficiency

MERGERS AND ACQUISITION

MTN Group merger negotiations:

In May 2009, Airtel confirmed that it was again in talks with MTN and both companies

agreed to discuss the potential transaction exclusively by 31 July 2009. Airtel said in a

statement "Bharti Airtel Ltd is pleased to announce that it has renewed its effort for a

significant partnership with MTN Group". The exclusivity period was extended twice up to

30 September 2009. Talks eventually ended without agreement.

Zain:

In March 2010, Bharti struck a deal to buy Zain's mobile operations in 15 African countries,

in India's second biggest overseas acquisition after Tata Steel's $13 billion buy of Corus in

2007. Bharti Airtel completed its $10.7 billion acquisition of African operations from

Kuwaiti firm on June 8th 2010, making the Airtel the world's fifth largest wireless carrier by

subscriber base.

Telecom Seychelles:

On 11 August 2010, Bharti Airtel announced that it would acquire 100% stake in Telecom

Seychelles for US$62 million taking its global presence to 19 countries. Telecom Seychelles

began operations in 1998 and operates 3G, Fixed Line, and ship to shore services satellite

https://en.wikipedia.org/wiki/Bharti

https://en.wikipedia.org/wiki/Zain_Group


telephony, among value added services like VSAT and Gateways for International Traffic

across the Seychelles under the Airtel brand.

Wireless Business Services Private Limited:

On 24 May 2012, Airtel announced an agreement to acquire a 49% stake in Wireless

Business Services Private Limited (WBSPL) at an investment of ₹9.07 billion

(US$165 million).WBSPL was a joint venture founded by Qualcomm, and held BWA

spectrum in the telecom circles of Delhi, Haryana, Kerala and Mumbai.

JOINT VENTURE AND AGREEMENTS

Airtel-Vodafone:

Airtel- On 1 May 2007, Jersey Airtel and Guernsey Airtel, both wholly owned

subsidiaries of the Bharti Group, announced they would launch mobile services in the

British Crown Dependency islands of Jersey and Guernsey under the brand

name Airtel-Vodafone after signing an agreement with Vodafone. Airtel-Vodafone

operates a 3G network in Jersey and Guernsey Vodafone.

Airtel-Ericsson:

On July 2011, Bharti signed a five-year agreement with Ericsson, who will manage and

optimize Airtel's mobile networks in Africa. Ericsson will modernize and upgrade Airtel's

mobile networks in Africa with the latest technology including its multi standard RBS 6000

base station. As part of the modernization, Ericsson will also provide technology consulting,

network planning & design and network deployment. Ericsson has been the managed services

and network technology partner in the Asian operations.

REBRANDING:

On 18 November 2010, Airtel rebranded itself in India in the first phase of a global

rebranding strategy. The company unveiled a new logo with 'airtel' written in lower case.

Designed by London-based brand agency, The Brand Union, the new logo is the letter 'a' in

lowercase, with Airtel written in lowercase under the logo.

https://en.wikipedia.org/wiki/Delhi

https://en.wikipedia.org/wiki/Kerala

https://en.wikipedia.org/wiki/Mumbai


https://en.wikipedia.org/wiki/Crown_Dependency

https://en.wikipedia.org/wiki/Jersey

https://en.wikipedia.org/wiki/Guernsey

https://en.wikipedia.org/wiki/Airtel-Vodafone

https://en.wikipedia.org/wiki/Vodafone

https://en.wikipedia.org/wiki/The_Brand_Union


GREEN INITIATIVE:

Green Towers P7 program

Bharti Infratel is the only telecom tower company, which has installed almost 3 MWT of

solar capacity on their network, generating more than 5 million units of electricity every year.

The Green Towers P7 program is scoped for 22,000 tower sites (primarily rural areas having

low or no Grid Power availability) out of which 5,500 sites have already been implemented in

the first year as a part of this 3-year program. Once completed, the initiative will reduce

diesel consumption by 66 million litres per year with a significant carbon dioxide reduction

of around 150,000 MT per year. Bharti Infratel received the 2011 'Green Mobile Award ' at

the GSMA Mobile World Congress at Barcelona and was also awarded the 2010 innovative

infrastructure company of the year award at the CNBC Infrastructure Awards for this

groundbreaking initiative. Bharti remains the first company in the world to introduce the

practice of sharing of passive infrastructure by collaborating with their competition to share

mobile towers and to reduce the collective carbon footprint of the industry. This has become

a subject of case studies in institutions including the Harvard Business School.

Energy Conservation

The company has installed solar hot water generator at its main campus in Gurgaon for

fulfilling the hot water requirement in the cafeteria. Majority of its facilities across NCR

region are now equipped with LES (Lighting Energy Savers) which have reduced energy

consumption in the lighting system to the tune of 10–25%. Variable Frequency Drives

installed in AHU (Air Handling Unit) at its campus have helped in enhancing the efficiency

of cooling system by 10%. These measures have resulted in a total saving of 850,000 units of

electricity per year.

Airtel has embarked upon technology related initiatives like virtualization of servers that has

helped it release over 500 CPUs. Also the drive of sending e-bills to the post-paid customers

is helping save 12,840 trees annually. Within its campus the 'Secure Print Solution' – an

automated queue management–based secured printing solution has led to an annualized

saving of about 8 metric tons of paper.

https://en.wikipedia.org/wiki/Mains_electricity

https://en.wikipedia.org/wiki/Mobile_World_Congress

https://en.wikipedia.org/wiki/Barcelona

https://en.wikipedia.org/wiki/Harvard_Business_School

https://en.wikipedia.org/wiki/Gurgaon


CORPORATE STRUCTURE

Airtel has two distinct Customer Business Units (CBU) with focus on B2C (Business to

Customer) and B2B (Business to Business) segments. Airtel's B2C business unit deals with

servicing the retail consumers, homes and small offices providing mobile, fixed line, DTH

and m-commerce services while the B2B unit deals with large corporate accounts.

Bharti Airtel limited – Organization structure (India and South Asia)

Chairman

Sunil Bharti

Mittal

MD & CEO

(India and

South asia)

Gopal Vittal

Director- Consumer Business

Srinivasan Gopalan

Director & CEO,

Global Voice &

Data

Business Ajay

Chitkara

Global CFO & Director

Human Resources

B. Srikanth

Director- Global Supply

Chain

MotiGyamlani

Director, Market Operations

AjaiPuri

Director -

Enterprise and

Government

Manish Prakash

Director Network

Services Group

AbhaySavargaonkar

CFO Nilanjan Roy

Director -Customer

Experience

RaghunathMandava

CEO- DTH Shashi

Arora

Director

Legal & Regulatory

Sameer Chugh

CIO Harmeen

Mehta

https://en.wikipedia.org/wiki/B2C

https://en.wikipedia.org/wiki/Business-to-business


ORGANISATION STRUCTURE OF AIRTEL IN J&K

CEO

CMO CTO DISTR. HEAD CSD HEAD ZBM JMU ZBM KMR

UNR HEAD ACQUISITION HEAD BPCI MARKETING HEAD


AIRTEL DISTRIBUTION MODEL

CO

ZSM ZSM ZSM

SALES TEAM

TSM DISTRIBUTOR

DISTRIBUTOR

DISTRIBUTOR FOC

RETAILER RETAILER

CUSTOMERS


USAGE AND RETENTION DEPARTMENT

LAPU:

It’s a process through which balance is transferred from distributor retailer

Customers.

ROFFER:

R-Offer is a portal where company shows segmented offers.

Customers can check their R-offer by dialing *121*1#

Retailers can check their R-offer by dialing *122*customer mobile number#

Disadvantages of ROFFER:

Limited segmentation

No commission for retailers

Lack of awareness

LAPU +ROFFER = RAPU

RAPU:

It’s a combination of LAPU AND ROFFER.

To overcome the disadvantages of ROFER, company introduced RAPU

It’s a portal which shows different segmented offers according to the customers need.

Instant commission is given to retailers.

Company has made it compulsory for the retailers to check the offer for each

customer.


EASY ROFFER with INSTANT Commission

Instant commission on every R-offer recharge Easier R-offer Recharge


ROFFER Recharge comparison

*122*9910100234#

Enter option or recharge amt.

1. 42=A2A 10ps,10days:Rs1, 18=89LA2A 8days:Rs5

2. 50=50TT:Rs2,99=99TT:Rs3

3. 98=1GB2G:Rs3,109

1GB3G:Rs2

RC 42: Get A2A calls@10ps/min for 10days,comm Rs 1

RC 18 : Get 9 LCLA2A calls in for 8days

Enter Offer recharge amount or 0 to go back.

Enter MPIN to confirm Recharge of Rs 42 to mobile

number :

9910100234

Press 0 to go back

Enter MOIN to confirm Recharge of Rs100 to mobile number :

9910100234

Press 0 to go back


Airtel *122*9910100234# IDEA *122*7065308044#

Reply 1234 Reply 1234

Entre MPIN

Enter MPIN to confirm Recharge of Rs 42 to mobile number : 9910100234 Press 0 to go back

RC 19 with local calls at Rs 30p/min for 30 days Reply with 1 to confirm

RC 42 : Get A2A calls@10ps/min for 10days,Comm Rs 1 RC 18 : Get 9 LCLA2A calls in for 8days Enter Offer recharge

Reply 1.FTT offer RC 20 , 2 points 2.1251GB , 15 points 3. RC 19 Loc call 30p/min 30D 4. FTT offer RC 130 , 5 points 5. Any other offer

Enter menu option or recharge

amount. 1-42=A2A 10ps,10days:Rs1, 18= 89LA2A 8days:Rs5 2-50=50TT:Rs2, 99=99TT:Rs3 3- 98=1GB2G:Rs3,109 1GB3G:Rs2


NORMAL Recharge comparison

Airtel *122*9910100234# IDEA *122*7065308044#

Reply 100, 1234 Reply 05, 100, 1234

Entre MPIN

Enter Recharge Amount

Enter MPIN to confirm Recharge of Rs 42 to mobile number : 9910100234 Press 0 to go back

Reply 1.FTT offer RC 20 , 2 points 2.1251GB , 15 points 3. RC 19 Loc call 30p/min 30D 4. FTT offer RC 130 , 5 points 5. Any other offer

142=A2A 10ps,10days:Rs1, 18= 89LA2A 8days:Rs5 250=50TT:Rs2, 99=99TT:Rs3 3 98=1GB2G:Rs3,109 1GB3G:Rs2 Enter menu option or recharge

amount.


RAPU - ROFFER Process Flow UAT cases

1. Retailer chooses the ROFFER MRP at first screen itself

1 42=A2A 10ps,10days:Rs1, 18= 89LA2A 8days:Rs5 2 50=50TT:Rs2, 99=99TT:Rs3 3 98=1GB2G:Rs3,109 1GB3G:Rs2 Enter menu option or recharge amount.

CANCEL SEND

This is treated as Non ROFFER Recharge/ even though Retailer has chosen

ROFFER MRP , as he has not been to detailed description of offer ( a hit) – NO

COMISSION TO BE PAID

2. Retailer selects ROFFER and Recharges with the same

ROFFER Option Selected – ROFFER MRP chosen, ROFFER Recharge Done,

COMISSION WILL BE PAID

RC SUCCESS Cust:09910100234,Amt:42.00. on

30-09-2014 at

05:27PM(CurrBal:10,716.12(Pre=1-

,716.12,Post=0.00).TxID

152229080

CANCEL SEND

Enter MPIN to confirm recharge of Rs. 42 on mobile no 9910100234 Press 0 to go back.

CANCEL SEND


CANCEL SEND

RC 42 : Get A2A calls@10ps/min ifor

10days,Comm Rs 1 RC 18 : Get 9 LCLA2A calls in for 8days Enter Offer recharge amount or 0 to go back.

CANCEL SEND

RC SUCCESS Cust:09910100234,Amt:42.00. on

30-09-2014 at

05:27PM(CurrBal:10,716.12(Pre=1-

,716.12,Post=0.00).TxID

152229080

CANCEL SEND



3 Retailer selects ROFFER and Recharges with the same


CANCEL SEND

ROFFER Option Selected – ROFFER MRP chooses, ROFFER

Recharge Done,COMISSION WILL BE PAID

4. Retailer Checks ROFFER of Customer but Chooses non ROFFER

Price point

This is Non ROFFER Recharge but ROFFER Check Hit – NO COMISSION

TO BE PAID

L RC SUCCESS

Cust:09910100234,Amt:42.00. on

30-09-2014 at

05:27PM(CurrBal:10,716.12(Pre=1-

,716.12,Post=0.00).TxID 152229080

CANCEL SEND

RC 42 : Get A2A calls@10ps/min ifor 10days, RC 18 : Get 9 LCLA2A calls in for 8days Enter Offer recharge amount or 0 to go back.

CANCEL SEND


CANCEL SEND

RC SUCCESS

Cust:09910100234,Amt:42.00. on

30-09-2014 at

05:27PM(CurrBal:10,716.12(Pre=1-,716.12,Post=0.00).TxID

152229080

CANCEL SEND

RC 42 : Get A2A calls@10ps/min for 10days, RC 18 : Get 9 Local A2A calls in for 8days Enter Offer recharge amount or 0 to go back.

CANCEL SEND

Enter MPIN to confirm recharge of Rs. 100 on mobile

no 9910100234 Press 0 to go back.

CANCEL SEND



4. Retailer Checks ROFFER of Customer but Chooses non ROFFER Price point


CANCEL SEND


CANCEL SEND

RC 42 : Get A2A calls@10ps/min for 10days, RC 18 : Get 9 Local A2A calls in for 8days Enter Offer recharge amount or 0 to go back.

CANCEL SEND

RC 50 : Get FTT on RC 50, RC 99 : Get FTT on RC 99 Enter Offer recharge amount or 0 to go back.

CANCEL SEND

Case 1 Recharge of 42,18 done

from this screen Roffer

Recharge as

Hit registered

for 42 and 18 Case 2 Recharge of 50,99 done

from this screen Roffer Recharge as Hit registered

for 50 and 99

Case 3 Recharge of 98 or 109 done from this screen

Not a roffer recharge as there

is no hit for

98,109

Hit for 42 and 18 registered

Hit for 50 and 99 registered



5. Retailer recharges with Rs.25

This is Non ROFFERRecharge –NO COMISSION TO BE PAID

6. Retailer enters recharge amount by mistake & then goes back to the main menu.

01 42=A2A 10ps,10days:Rs1, 18= 89LA2A

8days:Rs5 02 50=50TT:Rs2, 99=99TT:Rs3 03 98=1GB2G:Rs3,109 1GB3G:Rs2 Enter menu option or recharge amount.

CANCEL SEND


CANCEL SEND


CANCEL SEND

Thank you for your request. Your request will be processed in some time.

CANCEL SEND


CANCEL SEND


CANCEL SEND



7. Retailer presses any invalid option; same screen will be displayed again

Retailer press *


CANCEL SEND


CANCEL SEND


OBJECTIVE OF THE STUDY

Present study is focused at finding out the views of retailers about R-offer. More

appropriately, the objectives of this study are:

To know the retailer’s awareness for R-offers.

To know the satisfaction level of retailers with Airtel.

To know the economic benefits of Airtel to retailers.

To know the problems faced by retailers.

To know the network preference of retailers for sales.

To know the perception of customer’s for R-offer.

NEED OF THE STUDY

There is a huge competition among telecom companies now days. For this Airtel has come up

with a plan to penetrate the retailers about RAPU, so that the sales can be increased.

When customers get different offers according to their usage, they get more attracted and

interested to do recharges.

So the need of this research is for all telecom players. The questionnaire is designed to know

about the usage of RAPU by retailers and their problems and issues regarding it.


CHAPTER- 2

REVIEW OF LITERATURE


REVIEW OF LITERATURE

Review of literature is a survey of the concerned literature of the research problem. When an

investigator proceeds on the path of research he has to take advantage of his predecessors. He

has also to take the help from what has already been done. It would save him not only from

the trouble but trial and error too. It would also lead to the economies in his efforts. There are

various hypotheses available. From these hypotheses, the investigator has to select those that

are useful to him. Apart from this literature that directly concerned with the similar problem

are also useful to a researcher as it helps him in the formulation of the problem in clear-cut

manner.

DUTT AND SUNDRAM (2004) studied that in order to boost communication for business,

new models of communication are now being introduced in various cities of the country.

Cellular Mobile Phones, Radio Paging, E-mail, Voice-mail, Video, Text and Video-

Conferencing now operational in many cities, are a boon to business and industry. Value-

added hi-tech services, access to Internet and Introduction of Integrated Service Digital

Network are being introduced in various places in the country.

T.V. Ramachandran (2005) analyzed performance of Indian Telecom Industry which is

based on volumes rather than margins. The Indian consumer is extremely price sensitive.

Various socio-demographic factors- high GDP growth, rising income levels, booming

knowledge sector and growing urbanization have contributed towards tremendous growth of

this sector. The instrument that will tie these things together and deliver the mobile revolution

to the masses will be 3 Generation (3G) services

Rajan Bharti Mittal (2008) explains the paradigm shift in the way people communicate.

There are over 1.5 billion mobile phone users in the world today, more than three times the

number of PCOs. India today has the sixth largest telecom network in the world up from 14th

in 1995, and second largest among the emerging economies. It is also the world’s 12th

biggest market with a large pie of $ 6.4 billion. The telecom revolution is propelling the


growth of India as an economic powerhouse while bridging the developed and the developing

economics.

Marine and Blanchard (2009) identifies the reasons for the unexpected boom in mobile

networks. According to them, cell phones, based on Global System for Mobile

Communication (GSM) standard require less investment as compared to fixed lines. Besides

this, a wireless infrastructure has more mobility, sharing of usage, rapid profitability. Besides

this, usage of prepaid cards is the extent of 90% simplifies management of customer base.

Moreover, it is suitable to people’s way of life-rural, urban, and sub-urban subscribers.

Oliver Stehmann (2010) the telecommunication industry is characterized by rapid

innovation in the service and the transmission market. The legally protected public or private

monopolist does not have the same incentive to foster innovation that would exist in a

competitive environment. Thus, state intervention based on the natural monopoly argument

neglects dynamic aspects, which are crucial in the telecommunications sector.

According Economic Times (2012)Indian mobile phone market is to set to surge ahead since

urban Indian has a tele density of 30 whereas rural India has a tele density of 1.74. It indicates

that the market is on ascent, with more than 85000 villages yet is come under tele

connectivity.

Though, the above listed scholars tried to find out in their respective studies about the

different dimensions of telecom sector. However, most of the studies don’t explain about

RAPU. The present study tries to fill the vacuum. To be specific, this study will help to know

about awareness of RAPU among retailers by using primary data as well as secondary data.


CHAPTER- 3

DATA BASE AND METHODOLOGY


RESEARCH METHODOLOGY

Research methodology is a highly intellectual human activity used in the investigation of

nature and matter and deals specifically with the manner in which the data is collected,

analyzed and interpreted. It’s basically the methods you intend to adopt to gather information

in pursuit of answers to the research questions.

Research Design

Exploratory Research - Exploratory research is undertaken when few or no previous studies

exist. The aim is to look for patterns, hypotheses or ideas that can be tested and will form the

basis for further research. Typical research techniques would include case studies,

observation and reviews of previous related studies and data.

Descriptive Research- Descriptive research can be used to identify and classify the elements

or characteristics of the subject, e.g. number of days lost because of industrial action.

Quantitative Techniques are often used to collect, analyze and summarize data.

Analytical Research- Analytical research often extends the Descriptive approach to suggest

or explain why or how something is happening, e.g. underlying causes of industrial action.

An important feature of this type of research is in locating and identifying the different

factors (or variables) involved.

Predictive Research- The aim of predictive research is to speculate intelligently on future

possibilities, based on close analysis of available evidence of cause and effect. e.g., predicting

when and where future industrial action might take place.

Research Design:

The method best suited for our research objective, due to the flexibility and

immediacy of response, was phone survey and field visit.

I did adescriptive as well as exploratory type of research and visited various

retailers under the guidance of FOC of each particular area.


DATA COLLECTION TECHNIQUE

There are two types of data collection techniques:-

Primary data:

The primary data was collected through the execution of the questionnaire.

The method used for data collection was face to face interaction and interviews.

Secondary data:

The secondary data was collected through websites, internal records of the company.

The information was collected from the retailers with random sampling. The research method

adopted for the study of questionnaire contains following types of questions:-

Identifying questions relating to general information of retailers.

Questions regarding their various experiences with customers.

Questions to obtain response about RAPU.

The questionnaire were asked to retailers personally and explained to them in Hindi.

SAMPLE SIZE-A sample is a sub-set of individuals selected for the study from among

people or objects within a defined population. The sample size of our research was all the

shops in kunjwani, Bari Brahmana,Gandhi Nagar areas. So the sample size comes out to be

50.

SAMPLING TECHNIQUE

Sampling is the process of selecting a number of individuals for the study. Sampling enables

the researcher to study a relatively small number of units in place of target population, and to

obtain data that are representative of the whole target population.

Sample Unit: All the retail shopsin the given area were taken as sample units.

Sample Procedure: Since the sites were provided to us so we visited shops there and tried to

cover as many shops as possible. And the selection was convenient.


CHAPTER- 4

DATA ANALYSIS AND INTERPRETATION


FOR RETAILERS

Table 1

Are you a distributor of prepaid and post-paid Sim Cards/Recharges?

Airtel Retailer RESPONDENT Percentage%

YES 50 100

NO 0 0

Fig.1

Source: primary survey

INTERPERTATION:

Total number of retailers I visited for my research are the distributor of sim cards/recharges.

As I was given the specific areas to cover, 100% retailers were into this business and I was

also being supervised by the area’s FOS. Hence my sample size is 50.

Respondent

Yes

No


Table 2

Experience of retailers with Airtel?

Experience RESPONDENT Percentage%

Very Satisfied 11 21

Satisfied 19 36

Average 8 15

Unsatisfied 12 28

Fig.2


INTERPRETATION:

As far as the response of dealer is concerned they are satisfied with dealing in Airtel. As per

the ratio very satisfied (21%) and satisfied (36%), (15%) retailers are neutral and rest of the

dealers i.e. (28%) retailers are unsatisfied. So overall it can interp ret that retailers are quite

satisfied by the experience and service provided by Airtel.

Respondent

Very Satisfied

Satisfied

Average

Unsatisfied


Table 3

Do you know about RAPU?

Awareness Respondent Percentage%

Yes 48 96

No 02 4

Fig 3


INTERPRETATION:

Maximum of the retailers know about RAPU (96%) and very few don’t know what RAPU is

all about (4%). As a whole it can be concluded that Airtel has done their marketing of RAPU

among various dealers/retailers efficiently in concerned with its services.

Respondent

Yes

NO


Table 4

Is there any issue with Airtel service?

Answer Respondent Percentage%

Yes 08 16

No 42 84

Fig 4


INTERPRETATION:

From the analysis, it can be interpreted that most of the retailers don’t have any specific issue

with the Airtel services. Out of 50 retailers, (84%) retailers are quite satisfied and only (16%)

retailers are facing difficulties with Airtel services. Overall the ratio is less.

Respondent

Yes

No


Table 5

Is RAPU beneficial for you in terms of commission?

Respondent Percentage%

Strongly Agree 11 22

Agree 19 38

Disagree 5 10

Strongly Disagree 15 30

Fig 5


INTERPRETATION:

The benefits and plans offered by Airtel are wide and (38%) retailers agree that it is

beneficial for their business and (22%) retailers agree that they are more than satisfied with

the services provided by Airtel. (30%) retailers are not happy with the Airtel services due to

less commission and (10%) retailers said that it’s less beneficial for them due to less

awareness among customers.

Respondent

Strongly Agree

Agree

Disagree

Strongly Disagree


Table 6

Is RAPU beneficial for customers in terms economical offers?


Strongly Agree 10 20

Agree 20 39

Disagree 5 10

Strongly Disagree 15 31

Fig 6


INTERPRETATION:

From the retailer’s point of view, RAPU is beneficial for customers as it has special offers on

each particular number. (22%) Retailer’s strongly agree with it and (38%) retailers are in

favour of RAPU and (30%) retailers feel that it’s not beneficial for all customers as

sometimes it doesn’t provide offer on all numbers and moreover the offers are not

economical for all customers.

Respondent

Strongly Agree

Agree

Disagree

Strongly Disagree


Table 7

Are customers aware about RAPU service provided by Airtel?

Awareness Respondent Percentage%

Yes 13 26

No 37 74

Fig 7


INTERPRETATION:

Irrespective of its benefits for the customers, there are still large numbers of customers who

are not aware about this service provided by Airtel. From the above analysis it can be easily

interpreted that (74%) retailers said customers have no knowledge and interest in checking

offer under RAPU and only (26%) retailers said that the crowd they get for recharges are

aware about RAPU and show interest in it as well.

Respondent

Yes

No


Table 8

Is there any need to alter some offers provided under RAPU?

Alter Respondent Percentage%

Yes 36 92

No 14 8

Fig 8


INTERPERTATION:

Many retailers feel that there is scope as well as need for modifying the offers provided under

RAPU by Airtel. (92%) Retailers said that offers should be flexible according to customers

paying capacity and only (8%) retailers said that they are satisfied with the offers provided

under RAPU.

Respondent

Yes

No


Table 9

Are you satisfied with the commission provided by Airtel?


Very satisfied 5 10

Satisfied 10 20

Average 15 30

Unsatisfied 20 40

Fig 9


INTERPERTATION:

From the above analysis, it can be concluded that only (11%) retailers are more than satisfied

with the commission policy of Airtel and (22%) retailers said that they are satisfied with the

commission they get on each recharges. (44%) retailers are unsatisfied with the commission

policy of Airtel.

Respondent

Very satisfied

Satisfied

Average

Unsatisfied


Table 10

Are you using RAPU service at all times?


Yes 23 46

No 27 54

Fig 10


INTERPRETATION:

Irrespective of the benefits of RAPU for both the customers as well as retailers, the frequency

of availing this service is less among retailers. Only (46%) retailers said that they are using

RAPU quite often and rest (54%) retailers said that they are not using RAPU at all times.

Respondent

Yes

No


(b) If no, then any particular reason for not using RAPU?

Fig 10.1

INTERPRETATION:

From the above analysis, it can be interpreted that (27) retailers who are using RAPU at all

times is due to following reasons: Lack of time (26%), Less commission (37%), Limited

offers (30%). Another reason of not using RAPU by retailers is lack of customer awareness

(7%).

Respondent

Lack of time

Less commission

Limited offers

Customers are not

aware

Respondent Percentage %

Lack of time 7 7

Less commission 10 37

Limited offers 8 30

Customers are not aware 2 7


Table 11

Which of the following operator is providing you more sales?

Operator Respondent Percentage%

Airtel 12 24

Vodafone 6 12

Idea 18 36

BSNL 9 18

Tata 5 10

Fig 11


INTERPRETATION:

From the retailer’s response, it can be concluded that Idea has more preference among

retailers in the market as (36%) dealers are in favour of it. Then on second number comes

Airtel with (24%) retailer’s preferring it in concerned with sales. BSNL also has (18%) buzz

among retailers.

Respondent

Airtel

Vodafone

Idea

Bsnl

Tata


Table 12

Are competitors having a better and earlier platform (RAPU Services)?

Answer Respondent Percentage %

Yes 24 48

No 26 52

Fig 12


INTERPRETATION:

From the retailer’s point of view, competitors as in Idea, Vodafone, BSNL has more quick

service in terms of receiving commission as well as recharge delivery message as compared

to Airtel. (52%) retailers feel that Airtel is doing well in the market.

Respondent

Yes

No


Table 13

Whatis the perception of customers towards R-Offer provided by Airtel?

Review Respondent Percentage%

Excellent 10 20

Very good 15 30

Good 18 36

Average 7 14

Below average 0 0

Fig 13


INTERPRETATION:

Instead of it’s less awareness among customers, the review of customers about RAPU vary

on scale of excellent, very good, good, average and son on. The performance of RAPU and

Airtel in market is remarkable. No retailer graded R-offer as below average.

Respondent

Excellent

Very good

Good

Average

Below average


Table14

Are you in favour of Airtel’s decision of making R-OFFER mandatory for

retailers?


Yes 39 78

No 11 22

Fig 14


INTERPRETATION:

Almost all the retailers are in favour of making RAPU mandatory (78%) said yes and only

(22%) retailers said no because they feel it will make no difference and customers sometimes

feel bounded by the offers. Less interest on customers part is another reason, retailers don’t

want it to be mandatory.

Respondent

Yes

No


CHAPTER- 5

FINDINGS, LIMITATION, CONCLUSION AND RECOMMENDATION


FINDINGS:

Airtel has a good customer base in the areas I have visited as well as in whole Jammu

city.It has introduced RAPU as new service to retain the customers who have stopped

using their Airtel Sims or have been using in slow pace. With this introduction, there is

great buzz among retailers as well as customers.

Retailers are able to get more sales with the services provided by Airtel. Most of the

retailers are satisfied the Airtel services.

Airtel is handling its market very well. It has 21% of market share and its brand

ambassador such as Sachin Tendulkar, A.R rehman and shah rukh khan to promote their

product and services.

Airtel is looking for overseas market and already started operation in Nigeria and

Seychelles.

Awareness of RAPU among retailers is very high but there are still large number of

customers (74%) who are unaware of what RAPU service is all about.

(36%) retailers prefer Idea over Airtel because of its commission policy and quick

services. So Airtel is still facing a tough competition in the market, especially in Jammu

city.

Airtel needs to revise its commission policy in terms of RAPU/R-OFFER recharges for

the retailers.

Retailers are not using RAPU services at all times due to lack of time, less awareness

among customers and less commission.

The offers being provided under RAPU are limited and not economical for all type of

customers.

IMPLICATIONS:

Airtel can get idea about the problems of retailers from this project and can find new

ideas to get rid of them.

Airtel can use the findings to get more penetration among retailers and can design its

strategies according to the findings and issues pertaining regarding R-OFFER

services.

This project work is for Airtel but other companies also can get benefit from it. They

can also implicate this survey for retailer’s penetrationregarding other services also.


LIMITATIONS OF THE STUDY

The limitations of our projects include:

This project work was of 57 days only and few retailers were visited, Sample size

was also small i.e. of 50 only so errors may crop in while generalizing the results.

The respondents may be in a hurry and to get rid-off quickly they might not have

responded truly to all the questions.

Lack of proper information and experience due to shortage of time.

Though most attention is given to analysis but there may be some human error in

analyzing which can create error in generalizing.


RECOMMENDATIONS / SUGGESTIONS

This research throws light on various Issues and conditions of Airtel Market and can also

help Airtel to improve on different fronts in order to have an edge over its competitors. Based

on the analysis and findings of my research I would like to give following recommendations:

Most of the shops present in the given areato me are either Kiryana or paan-bidi type, so

company should come up with new plans to lure these retailers who are least ready for this

business. Most of the respondents knew about Airtel RAPU, but a sufficient number were

unaware. So company should promote about R-OFFER to all retailers as well as customers.

Company should focus more on learning the shopkeepers so that they will be able to

do this business well.

As far as commission is concerned on sale/R-OFFER recharges, retailers were not

satisfied with it. So company should consider this issue and should come up with

new alternative commission plans to give benefits to retailers.

Company should keep an eye on the timely delivery of top-up to retailers by the area

FOC.

Company should provide flexible offers through RAPU, so that all class of customers

can avail the benefits of it.


CONCLUSION

Airtel has a firm commitment to growth and aims to differentiate itself in India's highly

competitive communications environment by ensuring customer delight through personalized

customer service, Excellent Network and other benefits. Airtel has a solid reputation in India,

exemplified by a multitude of awards such as: Adam Smith Award(2012), World

Communications Best Brand Award, Effie Awards(2012), Platinum Trusted Brand Award

(2015). The Company is taking every bit of effort to penetrate the retailers to use R-OFFER

properly and above analysis shows how it is trying its level best to achieve this. Lowering the

initial costs of entry is expected to keep company in profit since reduced profit margins stand

to be compensated by a larger consumer base. After my analysis, it can be concluded that

there is less awareness among customers about RAPU and retailers are not using R-OFFER

frequently due to lack of time and less commission. If the company will carry on the good

work of retailer’s penetration and enhance it by considering the suggestions made above in

the report than it can pace up the success. Through its efforts of Promotion and penetration

activities it can surely become the first preference of every Indian may it be in any corner of

India and can become No.1 Telecom Company of India in near future.


BIBLIOGRAPHY


BIBLIOGRAPHY:

BOOKS:

Cooper Donald R. & Schindler Pamela S., 9th edition, 2006, Tata McGraw-Hill

Publication Company Ltd., New Delhi. Ch-6 Research Design(pg.136), Ch-14

Questionnaire & Instruments (pg.356), Ch-15 Sampling (pg.400)

Kotler Philip and Keller Kevin, Principles of Marketing, 11th edition, 2006,

Prentice hall Inc., Published by Ashoke K. ghosh, Connaught circus, New Delhi.

Ch-15 Advertising, promotion & public relations

ARTICLE:

A Research article by CSK consulting Pvt. Ltd., ― marketing practices for

Telecom Services, 2008.

WEBSITES:

www.wiki.airtel jk/history/2005

Cellular Operators Association of India, History of Cellular telephony

http://www.coai.com/history.php, 20 July 2010.

https://en.wikipedia.org/wiki/Bharti_Airtel for all the Introduction part of Airtel.

www.slideshare.net/.../a-study-on-retailers-perspective-about-market-perf...airtel

Prahalad C. K., ―Bottom of the pyramid‖ article

http://www.12manage.com/methods_prahalad_bottom_of_the_pyramid.html

Telecom Regulatory Authority of India,

http://www.trai.gov.in/annualreport/TRAIAR2008_09E_Add.pdf, 25 JULY 2010.

Airtel History, http://en.wikipedia.org/wiki/Airtel_RAPU. 2Aug 2010.

http://www.airtel.com/start/media_relations/news/group_press_releases/2010/prelim

_ 2010.html

http://www.wiki.airtel/

https://en.wikipedia.org/wiki/Bharti_Airtel


ANNEXURE


QUESTIONNAIRE

BHARTI AIRTEL LTD

Dear respondent,

I am the student of Chandigarh University, doing this project for Airtel, for the purpose of

retailer’s penetration about R-OFFER. So I have design the following questionnaire.

Note: The information supplied by the respondent will be kept confidential and will be used

for research purpose only.

Respondent’s information

Name: …………………………………..

Address: ……………………………………………………………………………………..

Telephone: …………………………. E-Mail: ……………………………………………..

Q.1Are you a distributor of prepaid and post-paid Sim Cards/Recharges?

□Yes □No

Q.2 Experience of retailers with Airtel?

□Very satisfied □Satisfied □No opinion □Unsatisfied

Q.3 Do you know about RAPU?

□Yes □No

Q.4 Is there any issue with Airtel service?

□Yes □No

Q.5Is RAPU beneficial for you in terms of commission?

□Strongly Agree □Agree □Disagree □Strongly Disagree


Q.6Is RAPU beneficial for customers in terms economical offers?

□Strongly Agree □Agree □Disagree □Strongly Disagree

Q.7Are customers aware about RAPU service provided by Airtel?

□Yes □No

Q.8 Is there any need to alter some offers provided under RAPU?

□Yes □No

Q.9Are you satisfied with the commission provided by Airtel?

□Very satisfied □Satisfied □Average □Unsatisfied

Q.10Are you using RAPU service at all times?

□Yes □No

Q.10 (b) If no, then any particular reason for not using RAPU?

□Lack of time

□Unawareness among customer’s

□Less commission

□Limited offers

Q.11 which of the following operator is providing you more sales?

□Airtel

□Vodafone

□Idea

□BSNL

□Tata


Q.12 Are competitors having a better and earlier platform (RAPU SERVICES)?

□Yes □No

Q.13 what are the new competitor products’?

………………………………………………….

Q.14 what is the perception of customers towards R-Offer provided by Airtel?

□Excellent □Very Good □Good □Average □Below Average

Q.15Are you in favour of Airtel’s decision of making R-OFFER mandatory for retailers?

□Yes □No

project airtel (abbas mustafa) 1

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