customer satisfaction with respect to call centres of Airtel
NATIONAL LAW UNIVERSITY, JODHPUR
SUBJECT: CUSTOMER RELATIONSHIP MANAGEMENT
A STUDY OF CUSTOMER SATISFACTION WITH RESPECT TO CALL CENTRES OF AIRTEL
Submitted to:- Submitted by:-
Ms. Archi Mathur Gauri Devpura Roll No. 864 B.B.A. LL.B. (hons.) Semester V
EXECUTIVE SUMMARY
The term paper is a study of the customer satisfaction in Airtel with respect to the services provided by its call centres. This study is significant in the following respects:
Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications Services Company headquartered at New Delhi, India which offers its telecom services under in 20 countries across South Asia, Africa and the Channel Islands. Airtel has GSM network in all countries in which it operates, providing 2G, 3G and 4G services depending upon the country of operation. It is the world 's third largest mobile telecommunications company with over 261 million subscribers across 150 countries as of August 2012. It is the largest cellular service provider in India, with 190.91 million subscribers as of June 2013. 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.
OBJECTIVES
1. To identify the factors affecting customer satisfaction in Airtel.
2. To identify the services provided by the call centres of Airtel to increase customer satisfaction.
3. To find out the effects of these services on customers’ satisfaction level and the profits of the company.
RESEARCH METHODOLOGY
Secondary data is collected through books,
SUBJECT: CUSTOMER RELATIONSHIP MANAGEMENT
A STUDY OF CUSTOMER SATISFACTION WITH RESPECT TO CALL CENTRES OF AIRTEL
Submitted to:- Submitted by:-
Ms. Archi Mathur Gauri Devpura Roll No. 864 B.B.A. LL.B. (hons.) Semester V
EXECUTIVE SUMMARY
The term paper is a study of the customer satisfaction in Airtel with respect to the services provided by its call centres. This study is significant in the following respects:
Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications Services Company headquartered at New Delhi, India which offers its telecom services under in 20 countries across South Asia, Africa and the Channel Islands. Airtel has GSM network in all countries in which it operates, providing 2G, 3G and 4G services depending upon the country of operation. It is the world 's third largest mobile telecommunications company with over 261 million subscribers across 150 countries as of August 2012. It is the largest cellular service provider in India, with 190.91 million subscribers as of June 2013. 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.
OBJECTIVES
1. To identify the factors affecting customer satisfaction in Airtel.
2. To identify the services provided by the call centres of Airtel to increase customer satisfaction.
3. To find out the effects of these services on customers’ satisfaction level and the profits of the company.
RESEARCH METHODOLOGY
Secondary data is collected through books,
Bibliography: Books: 1. Kotler Philip and Armstrong Gary, ‘Principles of Marketing’, Prentice Hall of India Pvt. Ltd., New Delhi, 11th edition, 2006. 2. K. Douglas Hoffman, John E. G. Bateson, ‘Marketing of Services’, Cengage Learning India Pvt. Ltd., 2008 Websites: 1. www.airtel.in 2. http://www.sitepoint.com/satisfaction-7-steps 3. http://searchcrm.techtarget.com 4. http://www.flexstudy.com