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INDEX
SL.NO
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

CONTENTS
EXECUTIVE SUMMARY. TELOCOMMUNICATION SECTOR IN INDIA. INTRODUCTION OF THE COMPANY ORGANISATION PROFILE ARTICLE RESEARCH METHODOLOGY. DATA ANALYSES AND INTERPRETATIONS. HYPOTHESIS FINDINGS. SUGGESTIONS. CONCLUSION. BIBLIOGRAPHY. ANNEXURE.

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AIRTEL EXECUTIVE SUMMARY

Established in 1985, Bharti Airtel has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in telecommunications services. Its subsidiaries operate telecom services across India. The group has a total customer base of 6.45 million, of which 5.86 million are mobile and 588,000 fixed line customers, as of January 31, 2004. In mobile, Bhartis footprint extends across 15 circles.

Customer retention Strategies

Determine the strength of the companys customer retention strategies by asking existing customers whether they will recommend the company or not. Even though customer relationships are one of the companys most valuable assets, they are often one of the most undervalued assets too. In the constant battle to gain new customers, it is easy to over look the value existing customer relationship All corporate profits are ultimately eared from conducting successful relationship with customers. As the source of all your profits, customer relationships should be valued and protected. Every customer relationship is an asset and has a economic value or Lifetime Market Value (LMV). A customers Lifetime Market Value is determined by taking your average customer transaction amount and multiplying it by the number of transactions he or she will conduct with your organization over time.

Reasons Customers Leave:

Move or Die 4% Other Company Friendship 5% Competition 9% Product Dissatisfaction 15% Page 2

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No Customer Contact Strategy 67%

PROBLEM STATEMENT: Formulation of Customer Retention strategies by assessing reasons for switching over from Airtel to other service providers NEED FOR THE STUDY It helps the company to know the customers and their preferences, it helps the company to know potential customers, and it also helps company to know competitors, It also helps the company to retain the customers and satisfy them, it helps the company to increase its market share, It helps the researcher to know the company, its market share. Its potential, it helps to know about different telecom companies. It helps the researcher to know about the customer,

MAIN OBJECTIVES OF THE RESEARCH:

1. To study the telecommunication sector in India. 2. To study the reasons as to why the customers are switching from Airtel to other service providers. 3. To find out the problems faced by Airtel postpaid users in particular. 4. To carryout the competitor analyses. METHODOLOGY The methodology to be adopted to fulfill the objectives of the project is as follows Observations Interview

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Accessing the company documents

ACCESSING THE COMPANY DOCUMENTS To propose a system the availability of the relevant data is confirmed by accessing the Companys documents. These documents would be Order form Bills Customer form

PROPOSED OUTCOMES AND BENEFITS OF THE STUDY By carrying out this project we get more information about telecom sector, it helps to know what the need of customers and their preferences are. We get to know about the competitors. It helps to retain the customers by developing new strategies. We can improve on the things they are lacking in by filling the gap.

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TELECOMMUNICATI ON SECTOR IN INDIA

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INTRODUCTION TO TELE COMMUNICATION SECTOR

Telecommunication sector is a vital importance in economic development, is witnessing phenomenal technological progress. The sea change in economic policies of India is transforming Indian economy from a command and control to a liberalized and globalized market economy. The changing economic policy is having its impact on the telecom sector too. In pursuance of the Government's commitment to liberalization, the FDI ceiling in the telecom sector was enhanced from 49 percent to 74 percent in certain areas. The total FDI approved for telecom sector up to September 2005 was Rs 41,551 crores. Chairman of Telecom Dispute Settlement and Appellate Tribunal (TDSAT) Justice (Retd) N Santosh Hegde said while India had eight million phones in 1995 and with teledensity of mere 0.8 per cent, the figure rose to 141 million (93 million cellular and 48 million landline) phones and teledensity to 12 per cent last year. The industry was expected to increase its subscriber base to 250 million by the end of 2007.With 141 million gross subscriber base the telecom service industry is growing at the rate of 30 per cent annually and its contribution to the country's Gross Domestic Product (GDP) is one per cent, The telecom service industry with a turnover of Rs 90,000 crores during last one year expected its contribution to GDP to rise by another one per cent over the next three years, The government aims to connect 41,000 villages by March 2007 and extend mobile coverage to at least 85 per cent of the country.

Investment Requirement (Figure in Rs.Crore)

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PUBLIC YEAR SECTOR PRIVATE SECTOR RURAL SECTOR TOTAL YAERLY

2004 - 2005 2005 - 2006 2006- 2007

22,822 23,963 24,161

7,944 10,981 17,281

8,520 9,210 11,010

39,286 44,154 53,452

INVESTMENT REQUIREMENT(FIGURE IN Rs CRORE)

120000 100000 80000 RUPEES 60000 40000 20000 0 1 2 3 4 YEA R 5 6 7 TOTAL YAERLY RURAL SECTOR PRIVATE SECTOR PUBLIC SECTOR YEAR

To increase the connectivity government has put the telecom sector into priority sector list after liberalization policy. Government encouraged private participation in telecom sector along with BSNL,VSNL,HTML,etc.to provide better service to the consumers. Due to this many private players including MNCs like AT &T, Hutchison, British telecom Motorola, Telstra etc, and big Industrial houses like, Reliance, Tata have entered this field as the consumers are unsatisfied with the DoT services the scope for the private players increased. India has the sixth largest Network in the world. Telecommunication has helped in developing India a leading Nation in the world.

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Main players of the Telecommunication Industry

The competition various across the segments but the current players include the state owned operators as well as private operators. In the public sector main players are: Bharat Sanchar Nigam Limited. (BSNL) Mahanagar Telephone Nigam Limited (MTNL) In private sectors the main players are: Spice telecom Tata Indicom Limited Reliance Telecom Limited Bharti Teleservices Limited. Vodafone Essar Idea.

Chronological Overview
Year 1851 1943 1985 1986 1991 1994 Events First Telephones in India Nationalization of Telephone companies Dot was created Creation of MTNL &VSNL Telecom equipped liberalized Licenses for paging Telecom policy announced Guidelines for private sector participation in basic services Cellular licenses issued for metros Tenders for 2nd operator in basic services apart form Dot on circle basis VSNL launches internet services TRAI formed Internet policy announced Page 9

1995 1996 1998

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1999 New telecom policy announced Telecom has become the new buzzword and the reforms measures announced by the government are no less than a big bang for the growth of Indias technology sector. BSNL On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is now Indias leading telecommunications company and the largest public sector undertaking. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile, Internet and long distance services throughout India (except Delhi and Mumbai). BSNL will be expanding the network in line with the Tenth Five-Year Plan (1992-97). The aim is to provide a telephone density of 9.9 per hundred by March 2007. BSNL, which became the third operator of GSM mobile services in most circles, is now planning to overtake Bharti to become the largest GSM operator in the country. BSNL is also the largest operator in the Internet market, with a share of 21 per cent of the entire subscriber base MTNL MTNL was set up on 1st April 1986 by the Government of India to upgrade the quality of telecom services, expand the telecom network, introduce new services and to raise revenue for telecom development needs of Indias key metros Delhi, the political capital, and Mumbai, the business capital. In the past 17 years, the company has taken rapid strides to emerge as Indias leading and one of Asias largest telecom operating companies. The company has also been in the forefront of 5 technology induction by converting 100% of its telephone exchange network into the state-of-the-art digital mode. The Govt. of India currently holds 56.25% stake in the company. In the year 2003-04, the company's focus would be not only consolidating the gains but also to focus on new areas of enterprise such as joint ventures for projects outside India, entering into national long

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distance operation, widening the cellular and CDMA-based WLL customer base, setting up internet and allied services on an all India basis. MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market for fixed wireline phones is stagnating, MTNL faces intense competition from the private playersBharti, Hutchison and Idea Cellular, Reliance Infocomm in mobile services. MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a decline of 5.8 per cent over the previous years annual turnover of Rs. 63.92 billion. RELIANCE INFOCOMM Reliance is a $16 billion integrated oil exploration to refinery to power and textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an integrated telecom service provider with licenses for mobile, fixed, domestic long distance and international services. Reliance Infocomm offers a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications. Reliance IndiaMobile, the first of Infocomm's initiatives was launched on December 28, 2002. This marked the beginning of Reliance's vision of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. Reliance Infocomm plans to extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations. Until recently, Reliance was permitted to provide only limited mobility services through its basic services license. However, it has now acquired a unified access license for 18 circles that permits it to provide the full range of mobile services. It has rolled out its CDMA mobile network and enrolled more than 6 million subscribers in one year to become the countrys largest mobile operator. It now wants to increase its market share and has recently launched pre-paid services. Having captured the voice market, it intends to attack the broadband market.

TATA TELESERVICES BABASAB PATIL Page 11

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Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies, over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices provides basic (fixed line services), using CDMA technology in six circles: Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka. It has over 800,000 subscribers. It has now migrated to unified access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which enables it to provide fully mobile services as well. The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90 million) to DoT for 11 new licenses under the IUC (interconnect usage charges) regime. The new licenses, coupled with the six circles in which it already operates, virtually gives the CDMA mobile operator a national footprint that is almost on par with BSNL and Reliance Infocomm. The company hopes to start off services in these11 new circles by August 2004. These circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab, Rajasthan, Uttar Pradesh (East) & West and West Bengal. VSNL On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government owned corporation - was born as successor to OCS. The company operates a network of earth stations, switches, submarine cable systems, and value added service nodes to provide a range of basic and value added services and has a dedicated work force of about 2000 employees. VSNL's main gateway centers are located at Mumbai, New Delhi, Kolkata and Chennai. The international telecommunication circuits are derived via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g. FLAG, SEAME-WE-2 and SEA-ME-WE-3. The company's ADRs are listed on the New York Stock Exchange and its shares are listed on major Stock Exchanges in India. The Indian Government owns approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs, Foreign Banks) is approximately 13 per cent and the rest is owned by Indian institutions and the public. The company provides international and Internet services as well as a host of value-added BABASAB PATIL Page 12

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services. Its revenues have declined from Rs. 70.89 billion ($1.62 billion) in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues being the mainstay. To reverse the falling revenue trend, VSNL has also started offering domestic long distance services and is launching broadband services. For this, the company is investing in Tata Telservices and is likely to acquire Tata Broadband. VODAFONE Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings, joint ventures, associated undertakings and investments. The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the United States the Group's associated undertaking operates as Verizon Wireless. During the last two financial years, the Group has also entered into arrangements with network operators in countries where the Group does not hold an equity stake. Under the terms of these Partner Network Agreements, the Group and its partner networks co-operate in the development and marketing of global services under dual brand logos. At 31 December 2006, based on the registered customers of mobile telecommunications ventures in which it had ownership interests at that date, the Group had 198.6 million customers, excluding paging customers, calculated on a proportionate basis in accordance with the Company's percentage interest in these ventures. IDEA Indian regional operator IDEA Cellular Ltd. has a new ownership structure and grand designs to become a national player, but in doing so is likely to become a thorn in the side of Reliance Communications Ltd. IDEA operates in eight telecom circles, or regions, in Western India, and has received additional GSM licenses to expand its network into three circles in Eastern India -- the first phase of a major expansion plan that it intends to fund through an IPO, according to parent company Aditya Birla Group BABASAB PATIL Page 13

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MAJOR MARKET TRENDS

The telecoms trends in India will have a great impact on everything from the humble PC, internet, broadband (both wireless and fixed), cable, handset features, talking SMS, IPTV, soft switches, and managed services to the local manufacturing and supply chain. This report discusses key trends in the Indian telecom industry, their drivers and the major impacts of such trends affecting mobile operators, infrastructure and handset vendors. Higher acceptance for wireless services Indian customers are embracing mobile technology in a big way (an average of four million subscribers added every month for the past six months itself). They prefer wireless services compared to wire-line services, which is evident from the fact that while the wireless subscriber base has increased at 75 percent CAGR from 2001 to 2006, the wireline subscriber base growth rate is negligible during the same period. In fact, many customers are returning their wire-line phones to their service providers as mobile provides a more attractive and competitive solution. The main drivers for this trend are quick service delivery for mobile connections, affordable pricing plans in the form of pre-paid cards and increased purchasing power among the 18 to 40 years age group as well as sizeable middle class a prime market for this service. Some of the positive impacts of this trend are as follows. According to a study, 18 percent of mobile users are willing to change their handsets every year to newer models with more features, which is good news for the handset vendors. The other impact is that while the operators have only limited options to generate additional revenues through value-added services from wire-line services, the mobile operators have numerous options to generate non-voice revenues from their customers.

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Some examples of value-added services are ring tones download, coloured ring back tones, talking SMS, mobisodes (a brief video programme episode designed for mobile phone viewing) etc. Moreover, there exists great opportunity for content developers to develop applications suitable for mobile users like mobile gaming, location based services etc. On the negative side, there is an increased threat of virus spread through mobile data connections and Bluetooth technology in mobile phones, making them unusable at times. This is good news for anti-virus solution providers, who will gain from this trend.

MERGERS
Demand for new spectrum as the industry grows and the fact the spectrum allocation in done on the basis of number of subscribers will force companies to merge so as to claim large number of subscribers to gain more spectrum as a precursor to the launch of larger and expanded services. However it must also be noted that this may very well never happen on account of low telecom penetration.

National Long Distance Services

Indias national long distance market is estimated to be Rs.138 billion in revenue, representing more than 30% of the total telecom services market. The market has two segments: intra-circle (within the same state/ circle) and inter-circle (from one state/ circle to another, including from cellular to fixed lines). Inter-circle revenues are estimated to be Rs.57 billion (from 6.7 billion minutes), intra-circle revenues-Rs 48 billion (from 20 billion minutes), and Rs. 3 billion from cellular calls. The national long distance market is expected to be Rs.240 billion by 2007 and Rs 500 billion by 2010, according to TRAI estimates. Of this, the inter-circle market is expected to grow to Rs.170 billion by 2007. After remaining a monopoly of the Department of Telecom, National Long Distance (NLD) services were opened to the private sector in August 2000. NLD licenses govern only inter-circle connectivity, but operators may provide services in the short distance calling areas (SDCAs) through agreements with the basic service providers in those areas. The NLD network consists of 322 long distance charging areas (LDCAs) and licensees must roll out services in at least 15%of these within 2 years, and cover all areas within 8

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years. NLD operators may also enter basic circles by paying an entry fee, thereby providing the full range of services. The National Long Distance Operations (NLDO) policy also allowed private Infrastructure Providers to set up telecommunications infrastructure for captive as well as third party use.

Growth in the long distance market will emerge from the following factors: Voice tariff is expected to reduce by 20% annually, while traffic shall increase 25%. Data, which has only 5% of traffic currently, will increase its share to 65% in 2007 Data transmission costs will come down significantly with economies of networking. As of now, only two private operators Bharti and Reliance- have obtained NLD licenses, and are investing more than Rs 300 billion in national fiber optic backbones. Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-fiber network, spanning 115 cities having 85% of Indias telecom revenue. BSNL already has 123600 km going to 238000 by 2005. Data transmission costs will come down significantly once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006. National Long Distance Market As of now, only two private operators Bharti and Reliance- have obtained NLD licenses, and are investing more than Rs 300 billion in national fiber optic backbones. Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-fiber network, spanning 115 cities having 85% of Indias telecom revenue. BSNL already has 123600 km going to 238000 by 2005. Data transmission costs will come down significantly

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once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006. International Long Distance Services Data transmission costs will come down significantly once network is in place, with economies of networking. Annually 20% tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006. Rs 69 billion in revenue, in the year ending March 2000, international traffic has been growing 16% in volume; though revenues have stagnated.

International Long distance Market International Traffic 1998-99 Billion Minutes 1.93 Rs. In Billions 67.5 Source: VSNL Annual Report 1999-00 2.23 69.0 2000-01 2.48 66.6

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COMPANY PROFILE

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INTRODUCTION OF THE COMPANY

Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. As of December 31, 2003, Bharti had approximately 6.07 million total customers nearly 5.5 million mobile and 569,000 fixed line customers.

VISION: To be globally admired for telecom services that delight customers. most admired brand in India- By 2010 o Loved by more customers o Targeted by top talent o Benchmarked by more business MISSION: We will meet global standards for telecom services that delight customers through: Customer Service Focus Empowered Employees BABASAB PATIL Page 19

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Innovative Services Cost Efficiency OBJECTIVE OF THE COMPANY: To capitalize on the growth opportunities that the Company believes are available in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services.

COMPANY PROFILE Corporate Structure

BHARTI ENTERPRISES

BHARTI TELETECH BHARTI INFOTRAC

BHARTI TELEVENTURES

BHARTI GLOBAL

MOBILITY LEADERS

INFOTEL LEADERS

CELLULAR SERVICES

LONG DISTANCE

FIXED LINE

BROADBAND

BHARTI HEALTHCARE

BHARTI FOUNDATION

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Bharti TeleVentures Ltd

Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India and first private sector service provider to launch National Long Distance Services in India. As of December 31st 2003, Bharti had approximately 6.07 million total customers nearly 5.5 million mobile and 569,000 fixed line customers. Its services sector businesses include Mobile operations in Andhra Pradesh, Chennai, Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkatta, Madhya Pradesh, Maharashtra, Mumbai, Punjab, Tamil Nadu and Uttar Pradesh (West) circle. In addition, it also has a fixed-line operation in the states of Madhya Pradesh, Chattisgarh, Haryana, Delhi, Karnataka and TamilNadu and Nationwide broadband and long distance networks.

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Bharti Enterprises also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments, it is also the first telecom company to export its products to the USA. Bharti TeleVentures through its subsidiaries offers fixed line, long distance and broadband services. These services are offered under the Infotel Group. The Infotel group was created in 2002 in order to develop operational synergies between these businesses.The company intends to merge all the Infotel Group businesses that are currently offered by separate companies into one single company Bharti Infotel Limited. This integration will allow greater synergy in the infrastructure and Sales and Solutions thereby enabling better customer service delivery. Bharti Infotel Limited will have 3 Strategic Business Units namely: 1. Fixed Line 2. Long Distance Division 3. Group Data and Broadband

FixedLine: This Strategic Business Unit focuses on Voice and also on Last mile access for data business and retail Internet business e.g. DSL, Dial up etc. The emphasis will be on completing the link and servicing the customers in the circles. Bharti Tele-Ventures became the first private fixed-line service provider in India, when the Company launched its fixed-line services in June 1998 in the city of Indore, in the Madhya Pradesh circle. The Companys fixed-line services are promoted under the Touchtel brand. The Company has completed the construction of a 3,648-kilometer fiber optic backbone linking 29 cities in Madhya Pradesh and Chattisgarh. Recently, the Government opened the fixed-line industry to unlimited competition the Company subsequently has BABASAB PATIL Page 22

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started providing fixed-line services in the four circles of Delhi, Haryana, Karnataka and Tamil Nadu. Long Distance Division: Bharti TeleVentures classifies its long distance business into the following categories: National long distance, which comprises: Setting up infrastructure for carrying long distance traffic Carrying voice and data traffic within the country International long distance, which comprises: Setting up a landing station to connect to international submarine cable systems developed by other infrastructure providers to facilitate transmission of international data traffic Providing international long distance services to carry voice and data traffic Bharti TeleVentures has entered into a license with the DOT to provide national long distance voice and data services across India and is deploying an advanced fiber optic network across India to provide such services to corporate and residential customers. Bharti Tele-Ventures has launched its national long distance services for data transmission services and for voice transmission services under the brand name India One. The Company has constructed a submarine cable landing station at Chennai, which connects the submarine cable system being deployed by its affiliate to the other submarine cable systems in order to provide access to international bandwidth. On July 19, 2002 the Company launched Indias first private international long distance service. Bharti Tele-Ventures believes that the Companys presence in key Indian mobile and fixed-line markets will complement its long distance business, enabling the Company to provide end-to-end telecommunications services to its key customers.

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Group Data & Broadband Division: Bharti Tele-Ventures through its subsidiaries offers customized business solutions. This SBU, which offers Group data and broadband services, enables us to get sharply focused on the emerging data market. The unit leverages the infrastructure of the entire Bharti Group including the infrastructure of Mobility to service its customers by creating and selling customized business solutions. The Sales and Marketing departments of Long Distance business (except Carrier Sales and ILD teams) works with the Group Data and Broadband Business as with the data business teams in Fixed Line Circles. The Company believes that its strong presence in the Indian telecommunications market, the depth and quality of the telecommunications services that the Company currently offers and also the Companys extensive knowledge of customer preferences enhances the Companys competitive position to provide such value added services. Bharti TeleVentures strategic objective for its data & broadband division is to become a leading provider of secure, reliable and customized end-to-end network solutions for data communication, especially to corporate customers.

PRODUCTS
Post paid connection Prepaid connection Calling cards Handy phones Airtel PCO POST PAID CONNECTION BABASAB PATIL Page 24

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Want to go Airtel and stay connected anytime, anywhere? Just visit a Airtel outlet in your neighborhood and choose from a range of affordable Postpaid or Prepaid connections. PREPAID As per new government regulations, all prepaid customers must provide the following documents along with the Enrollment form: Get your new Airtel Prepaid connection at just Rs 99 and speak at the most attractive rates. What's more, you can top-up your plan with some exciting offeRs Choose from unlimited validity, calls offer and free SMS. WORLDWIDE CALLING CARDS Now you can call anywhere in the world and save up to 30%. So you will no longer need to worry about heavy STD / ISD bills or security deposits. Moreover, you'll also be able to call STD / ISD directly from your Airtel phone, with complete control over long distance usage. World Calling Cards are prepaid cards that allow you to make STD / ISD calls from your Airtel phone. By using the World Calling Card to make long distance calls, you pay up to 30% lower rates than regular landlines or postpaid / prepaid calls. What's more, with World Calling Cards, you can keep a tab on your long distance usage, and no longer need to worry about surprisingly heavy ISD or STD bills. HOME CALLING CARDS Now you can call anywhere in the world from across 95 countries and save up to 90%. So you will no longer need to worry about heavy international roaming bills. Home Calling Cards are prepaid cards that allow you to make calls from landlines, PCOs & mobiles from across 95 countries. By using Home Calling Card to make long distance calls, you pay up to 90% lower rates than international roaming charges. CUSTOMER SUPPORT BABASAB PATIL Page 25

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Our customer care personnel are available 24 X 7 to support you for call completion requests, dialing instructions, country/city codes information, access number information, unit balance and card expiration date. AIRTEL SHOPS Whether you're looking for a new Airtel connection, or a fresh handset, you'll find it here. You can also subscribe to any of our value added services or get more information on them. Pay your bills, get your queries answered, and lots more. Airtel Shops are located at very convenient locations around the country. Select your region to find one near you. MOBILE AIRTEL SHOPS Airtel Shops are going on the move, to bring our services closer to you and to provide faster online service, right at your doorstep. You can visit a Mobile Airtel Shop near you. Mobile Airtel Shops are currently only available in Mumbai, Gujarat,Chennai, Karnataka, Kolkata, Andhra Pradesh, Delhi, Haryana and Maharashtra & Goa (except Mumbai).

AIRTEL TELESHOPS Did you know that a range of Airtel services are available in your very own neighbourhood? Just walk into a Airtel Teleshop, just round the corner, for anything you need. At a Airtel Teleshops you can buy a new postpaid or prepaid card, pay your bills, reactivate your connection, and much more. So the next time you need some assistance, be sure to head for the Airtel Teleshop. Select your region to find one near you. AIRTEL @ YOUR DOORSTEP You don't need to step out of your home or office. Airtel will come to your doorstep BABASAB PATIL Page 26

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SERVICES
NEWS Keep yourself updated on the latest from around the globe, directly through your Airtel phone.Stay in the loop, even on the move. Get the latest news directly on your Airtel phone. Know more Stocks, Bullion or Forex, keep up with the fast changing world of finance. Know more Contests, offers, updates and much more. All LIVE on your Airtel phone. Know more Astrology, Cricket, and News & Stock. ASTROLOGY What do the stars have in store for you? Find out on your Airtel phone. ENTERTAINMENT Plan your free evenings better, with the latest entertainment information from Airtel. Plus jokes, quizzes, music and much more. MOVIES Get movie reviews, theatre details and more, just by pressing a few buttons.

MUSIC From the latest music videos to Mobile Karaoke you can get it all. JOKES Get your daily dose of humour on your Airtel phone. DATING The easiest way to find yourself a date.

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GAMES Get set to challenge yourself with over 400 games on Planet Airtel. TELEVISION Get the latest TV listings directly on your Airtel phone. CONTESTS Play some fun SMS based contests and win loads of prizes! Only on Airtel Play SPORTS Get your adrenalines rushing, with the best from the world of sports, sent directly to your Airtel phone? CRICKET Indulge your cricket mania by constantly staying updated, no matter where you are. GRAND PRIX UPDATES Get the latest from the tracks, right on your Airtel phone.

STOCKS, FOREX & BULLION Keep up with the changing world of finance. ATMS Get the location of all the ATMs in your city, so you never run out of money. MOBILE BANKING Just switch on your Airtel phone for all your banking needs. BABASAB PATIL Page 28

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COMMODITY PRICES / MANDI RATES Keep up to date with the latest rates of all commodities in your city. TRAVEL Book tickets, check schedules, and fix fares. All without needing anything more than your Airtel phone. TRAIN SCHEDULES Check availability, and keep an eye on your reservation, all through your Airtel phone. RAILWAY BOOKINGS Don't waste time standing in queues. Book your train tickets the easy way. FLIGHT BOOKINGS Pick your flight and get the best deals on air tickets through SMS. TAXI FARES Don't be at the mercy of cab-drivers. Find out how much your ride should cost you from your Airtel

RING TONES, DOWNLOADS Sing along with your Airtel phone, or play requests for friends who call. The choices are almost unlimited with tunes & download from Airtel. CALLER TUNES

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Play your friends their favourite songs every time they call. Set caller tunes profiles as well. BUSY CALLERTUNES Let your callers know when you're unable to take their calls. SMS TONES Ring in every message you get with a tune of your choice. RINGTONES Listen to your all-time favourite tune, or the latest chartbuster, with every call. And feel free to join the Tone Club too. FUN CARDS The easiest way to get your favourite ringtones and caller tunes, at a shop near you. LOGOS & PICTURE MESSAGES Spruce up your Airtel phone with your favourite logos and picture messages. THEMES, WALLPAPERS & MORE Log on to PlanetAirtel to download exciting stuff on your Airtel GPRS phone.

BHARTIS MILESTONES: 2006 Telecom Asia award one of the most prestigious awards in the telecom sector: BABASAB PATIL Page 30

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Sunil Bharti Mittal gets The Best Asian Telecom CEO award, 2006 Bharti is the only Indian telecom to figure in this years Telecom Asia Award 2005 At no three position in economic times 500 list, June 2005 top companies in India Silver trophy at the confederation of Indian industry National six sigma award World communications Best Brand of the Year award by London based E-map communication group. Telecom Asia awards 2005 one of the most prestigious awards in the telecom sector Sunil Bharti Mittal gets the Best Asian Telecom CEO award 2005 2004 Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with infotech major IBM, estimated to be in the range of $700-750 million for a ten-year period. Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEAME-WE-4) consortium along with 15 other global telecom operators. India's leading cellular company Bharti Tele-Ventures has bagged the "Asian Mobile News operator of the year" award in India and the subcontinent 2003 Company accorded its approval for amalgamation of its subsidiary companies viz: Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be renamed as "Bharti Infotel Ltd". Bharti Group's cellular brand Airtel has unveiled free multimedia messaging services (MMS) for its customers. The company has also rolled out pan-India GPRS (General Packet Radio Services) for its corporate subscribers

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Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its stake to 100% in Bharti Mobile

2002 Bharti listed on National Stock Exchange, Bombay Stock Exchange and Delhi Stock Exchange on February 18, 2002. First Private Fixed Line Service, 'Touchtel' launched in Delhi, the capital of India on 4th March, 2002. Received letter of Intent from Government of India to provide international voice services Touchtel launched in Karnataka and Tamil Nadu. 2001 Entered into a Joint Venture with Singapore Telecom, for Submarine Cable project between India and Singapore Entered into a Joint Venture with Singapore Telecom for National Long Distance Operations Acquired 100% stake in Kolkata Cellular Operations. Bought back British Telecom's 44% stake in Bharti Cellular. India's first private sector national long distance service, India One launched. First Private Fixed Line Service, 'Touchtel' launched in Haryana. 2000 New York Life International took stake in Bharti Cellular. Acquired controlling stake in Sky cell, Chennai. Singapore Telecom invested in Bharti - largest ever investment from Singapore in India.

1999

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EM Warburg Pincus, one of the largest International Private Equity Investors, joined BTVL. Acquired controlling stake in J T Mobiles - cellular Operator in Andhra & Karnataka (Now Bharti Mobile Ltd) 1998 First ever Indian Private Fixed Line Service launched in Indore, Madhya Pradesh on 4th June, 1998 by BTNL. Joint Venture with BT for ISP Services Services launched in Seychelles. British Telecom consolidated its shareholding in Bharti Cellular. 1997 British Telecom joined the Consortium of Bharti Cellular. License for Madhya Pradesh Fixed Line services obtained. Bharti & BT formed a joint venture Bharti BT Limited for VSAT services. 1996 Commercial launching of Cellular Service "AIRTEL" by BCL in Delhi license area Formed 'Bharti Tele-Ventures Limited', a joint venture company with Telecom Italia - Italy, to promote a variety of telecom projects in India Launched Cellular Services in Himachal Pradesh 1995 Formed Siemens Telecom Limited - a joint venture with Siemens - to market Telephone Terminals under the SIEMENS and the BEETEL brand names. Formed a consortium with Telecom Italia - Italy, to bid for Basic and Cellular Services under Bharti Telnet Limited

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1994 License for the Delhi cellular project granted 1993 Awarded ISO 9002 Accreditation for Gurgaon factory 1992 Formed a Consortium with SFR - France, Emtel - Mauritius and MSI - UK, to bid for Cellular Licenses for metropolitan cities under Bharti Cellular Limited 1991 OEM Contract with Sprint USA for manufacture and export of telephone sets. 1990 Tied-up with Lucky Gold star International Corporation of South Korea for manufacture of Cordless Telephones 1989 Tied-up with Takacom Corporation, Japan for manufacture of Telephone Answering Machines 1985 BTL incorporated. Entered into a technical tie-up with Siemens AG of Germany for manufacture of Electronic Push Button Telephones

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M/S MOBILE IN
(AUTHORISED DISTRIBUTOR FOIR AIRTEL)

JAMKHANDI
M/s Mobile In is the authorized distributors for Airtel and also they are supplying the products to the sub-dealer; they are supplying retailer in other area like. Jamkhandi Taluka Jamkhandi city Banahatti Rabakavi Teradal Galagali Alagur Mahalingapur

Sub-Dealers,
1. S C.Hubli (Banahatti) 2. S A.Kaktikar (Terdal) 3. S.A.Tigodoli (Galagali) They deal in products of Airtel, Post paid connection Prepaid connection Calling cards Handy phones

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Airtel PCO

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ARTICLE

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Customer retention Strategies

Determine the strength of the companys customer retention strategies by asking existing customers whether they will recommend the company or not. Even though customer relationships are one of the companys most valuable assets, they are often one of the most undervalued assets too. In the constant battle to gain new customers, it is easy to over look the value existing customer relationship. All corporate profits are ultimately eared from conducting successful relationship with customers. As the source of all your profits, customer relationships should be valued and protected. Every customer relationship is an asset and has a economic value or Lifetime Market Value ( LMV ). A customers Lifetime Market Value is determined by taking your average customer transaction amount and multiplying it by the number of transactions he or she will conduct with your organization over time.

Reasons Customers Leave:

Move or Die 4% Other Company Friendship 5% Competition 9% Product Dissatisfaction 15% No Customer Contact Strategy 67%

If your customers begin to feel ignored or neglected, wont they ultimately take their business elsewhere? Customer Retention - keeping customers - can be improved by explaining to your employees - especially those on the front line who deal directly with your customers - just how much each customer is worth to your business. Customer Attrition - losing customers - can be dramatically reduced when all of your employees work together to keep your existing customers satisfied. Developing a Customer Retention Strategy is one way to keep existing customers content and your new customers coming back for more. Maintain high customer satisfaction levels and protect your customer relationships because satisfied customers are truly one of your companys most valuable assets.

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Customer Retention Formula:

S.E.R.V. = Serve + Engage + Relate + Verify SERVE your customers. So many companies seem to be forgetting this basic point. Eventually, these organizations pay a stiff penalty. The customer must know that they are going to walk through your doors and consistently receive the "WOW" experience. A consistently positive customer experience will not only have customers returning, but will have them referring their friends and family. Next, lets break down and explore each part of the customer retention formula. ENGAGE your customers. Connect with them whenever possible. Make the effort to reach out to your customers at every opportunity. Know the names of your customers. Know their likes/dislikes and know a little about what is happening in their lives. Its not difficult; it just takes a moment of actually speaking, listening and paying attention to what they say. This part of the customer retention formula is clear about the importance of building a connection with your customers. This connection will be what keeps customer loyal to you and your company. RELATE to your customers. Let them know that you understand their needs. Showing indifference to your customers will only have them quickly turning to your competitors for reassurance. Ensure your customers know how much you appreciate their business. People want to be wanted. If they feel taken for granted and unappreciated, they will be an easy target for your competition. VERIFY that what you are doing is working. There cannot be too much follow up. Send out customer service surveys. Drop in for courtesy calls - do whatever is necessary to keep the communication flowing. Inspect what you expect when it comes to customer service. The principles of our customer retention formula are actually very simple. Bottom line, without customer service, there are no customers to serve. In order to keep your current customers and constantly gather new ones, you have to keep your customer service standards at the highest level possible. Its a fact that many customers will go where they feel the most cared for. Despite what you might think, price is NOT the most important thing in the minds of many consumers. Take care of your customers and them, in return, will take care of you. Never allow your organization to lose sight of the customer retention formula. Success in customer retention is very basic - it will always be the little things that make all the difference.

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RESEARCH METHODOLOGY

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AIRTEL TITLE OF THE PROJECT

FORMULATION OF CUSTOMER RETENTION STRATEGIES BY ASSESSING REASONS FOR SWITCHING OVER FROM AIRTEL TO OTHER SERVICE PROVIDERS

OBJECTIVES:
1. To study the telecommunication sector in India. 2. To study the reasons as to why the customers are switching from Airtel to other service providers 3. To find out the problems faced by Airtel postpaid users in particular.

4. To carryout the competitor analyses.

SAMPLE DESIGN:
Population for this research is 117 customers, who switched over from Airtel to other service provider.

SAMPLE SIZE = 117. SAMPLE AREA:

Jamkhandi Taluka, Jamkhandi city Banahatti Rabakavi Teradal Galagali Alagur BABASAB PATIL Page 42

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SAMPLING METHOD:
The process of drawing sample units from the population is called sampling method. In order to have the unbiased results in the survey, the using method is100% sampling

DURATION OF THE PROJECT

Four Months Period of 10th Dec 2007 to 27th April, 2008

FIELD WORK
This market research involved a fieldwork of 3 weeks where in I have administered pretested questionnaire to customers. I have carried out the survey to 117 respondents by having the personal interaction with them.

TOOLS USED FOR ANALYSIS:

1. Sample testing in SPSS software 2. Graphical Representation of Analysis: a. Pie charts b. Bar Diagrams

DATA COLLECTION APPROACH:

Primary data Primary data is collected in two phases 1) Within Jamkhandi city 2) Out of Jamkhandi city (Jamkhandi Taluka) Primary data has been used to carry out the research successfully. The secondary data has been collected from various journals and publications. For the purpose of gathering BABASAB PATIL Page 43

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primary data a structure and non-disguised questionnaire was designed to collect data from the customer. The questionnaire contains both open-ended and close-ended questions.

Method of Communication:
In order to minimize the bias in data collection, the method of personal interview was adopted.

THE SOURCES OF THE DATA ARE AS FOLLOWS

The study relies to a great extent on primary data and to some extent on secondary data: PRIMARY DATA: Questionnaire Observation and interview technique

SECONDARY DATA: Information is collected through internet From various text books Journals and magazines

LIMITATION OF THE STUDY; The study is restricted in the scope owing to the following limitations: 1. The study is limited to a particular geographical area that is Jamkhandi Taluka only. 2. The information and data collected and analyzed is restricted to the researchers knowledge and ability. 3. The answers that I have got from the customers cannot be considered as totally perfect because of various personal and other limitations. 4. Cost and time was also another limiting factor that affected the study. As customers expectations and experiences include more of psychological aspects the survey made during a particular time period will give the information about the customers BABASAB PATIL Page 44

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during that particular time period. In order to be up-to-date in understanding the level of satisfaction periodic surveys are necessary.

ANALYSIS AND INTERPRETATION

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1 .WHICH OF THE AGE GROUP DO YOU BELONG?

STATISTICS:
N Mean Median Mode Valid Missing 117 0 3.5556 3.0000 3.00
Cumulative Percent 53.0 91.5 100.0

Valid

Frequency 21 - 25 YEARS 62 26 - 30 YEARS 45 31 - 40 YEARS 10 Total 117

Percent 53.0 38.5 8.5 100.0

Valid Percent 53.0 38.5 8.5 100.0

GRAPH:
31 - 40 YEARS 10.00 / 8.5%

26 - 30 YEARS 45.00 / 38.5%

21 - 25 YEARS 62.00 / 53.0%

INTERPRETATION:
The above graph shows that out of 117 sample respondents, 53.0% (62) are the group of age 21 25 years, 38.5% (45) are 26 30 years and 8.5 % (10) are belongs to 31 40 years old. BABASAB PATIL Page 46

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From the inference it can conclude that majority of the sample respondents belongs to the age group of 21 25 years old.

2. WHICH OF THE PROFESSION DO YOU BELONG?

STATISTICS:
N Mean Median Mode Valid Missing 117 0 2.1282 2.0000 1.00
Cumulative Percent 41.9 65.8 94.9 100.0

Valid

Frequency STUDENT 49 BUSINESSMEN 28 GOVT, EMPLOYEE 34 DOCTOR 6 Total 117

Percent 41.9 23.9 29.1 5.1 100.0

Valid Percent 41.9 23.9 29.1 5.1 100.0

GRAPH:
DOCTOR 6.00 / 5.1%

GOVT, EMPLOYEE 34.00 / 29.1%

STUDENT 49.00 / 41.9%

BUSINESSMEN 28.00 / 23.9%

INTERPRETATION:
The above graph shows that out of 117 sample respondents, 41.9% (49) are the students, 29.1% (34) are Govt, employees, 23.9% (28) are Businessmen and 5.1 % (6) are doctors. BABASAB PATIL Page 47

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From the inference it can conclude that majority of the sample respondents belongs to the profession is students.

3. STATE THE REASONS FOR USING THE POSTPAID CONNECTION?

STATISTICS:
N Mean Median Mode Valid Missing 117 0 3.3675 3.0000 3.00
Cumulative Percent 4.3 21.4 55.6 82.1 100.0

Frequency Valid EASE OF PAYM ENT ATTRACTIVE SCH ES/PACKAGES EM ECONOM IC LONG TALKING H RS OU ANY OTH ER Total 5 20 40 31 21 117

Percent 4.3 17.1 34.2 26.5 17.9 100.0

Valid Percent 4.3 17.1 34.2 26.5 17.9 100.0

GRAPH:

EASE OF PAYMENT ANY OTHER 21.00 / 17.9% 5.00 / 4.3% ATTRACTIVE SCHEMES/P 20.00 / 17.1%

LONG TALKING HOURS 31.00 / 26.5% ECONOMIC 40.00 / 34.2%

INTERPRETATION:

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The above graph shows that out of 117 sample respondents, 34.2% (40) are for economic, 26.5% (31) are for long talking hours and remaining 39.3% (46) are for like attractive schemes, ease From the inference it can conclude that majority of sample respondents are use post paid connection because it is economical.

4. WHAT INFLUENCE YOU IN SHIFTING YOUR BRAND?

STATISTICS:
N Mean Median Mode Valid Missing 117 0 2.2393 2.0000 1.00
Cumulative Percent 38.5 57.3 80.3 100.0

Valid

BILLING CLARITY OF SOUND AND CROSS CONNECTION NOT ATTRACTIVE SCHEMES LACK OF COMPLAINT HANDLING Total

Frequency 45 22 27 23 117

Percent 38.5 18.8 23.1 19.7 100.0

Valid Percent 38.5 18.8 23.1 19.7 100.0

GRAPH:

LACK OF COMPLAINT HA 23.00 / 19.7% BILLING 45.00 / 38.5%

NOT ATTRACTIVE SCHEM 27.00 / 23.1%

CLARITY OF SOUND AND 22.00 / 18.8%

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INTERPRETATION:
The above graph shows that out of 117 sample respondents, 38.5% (45) are for Billing, 19.7% (23) are for lack of complaint handlings,18.8% (22) are for clarity of sound and cross connection and remaining 23.0% (27) are for not attractive schemes, From the inference it can conclude that People shift from Airtel to other service providers due to billing issues and lack in complaint handling.

4. A1. DO YOU FIND HIGH RATE PER PULSE?

STATISTICS: N Mean Median Mode
Frequency 25 20 45 Percent 55.6 44.4 100.0 Valid Percent 55.6 44.4 100.0

Valid Missing

45 0 1.4444 1.0000 1.00

Cumulative Percent 55.6 100.0

Valid

YES NO Total

GRAPH:
NO 20.00 / 44.4%

YES 25.00 / 55.6%

INTERPRETATION:
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The above graph shows that out of 45 customers, 55.6% (25) have feel that Airtel is providing high pulse per rate and remaining 44.4% (20) have satisfied with the high pulse per rate. From the inference it can conclude that Majority of the sample respondents feels that Airtel pulse rates are relatively high.

4. A2. HIGH FIXED RENTAL

STATISTICS: N Mean Median Mode
Frequency 34 11 45 Percent 75.6 24.4 100.0 Valid Percent 75.6 24.4 100.0

Valid Missing

45 0 1.2444 1.0000 1.00

Cumulative Percent 75.6 100.0

Valid

YES NO Total

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GRAPH:

NO 11.00 / 24.4%

YES 34.00 / 75.6%

INTERPRETATION: The above graph shows that out of 45 sample respondents, 75.6% (34) have feel that the company is providing high fixed rental and remaining 44.4% (11) are satisfied with the fixed rental. From the inference it can conclude that Majority of the sample respondents feels that Airtel rents are relatively high.

4. A2. JUMPS IN CALL

STATISTICS: N Mean Median Mode Valid Missing 45 0 1.5556 2.0000 2.00

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Cumulative Percent 44.4 100.0

Valid

YES NO Total

Frequency 20 25 45

Percent 44.4 55.6 100.0

Valid Percent 44.4 55.6 100.0

GRAPH:

YES 20.00 / 44.4%

NO 25.00 / 55.6%

INTERPRETATION: The above graph shows that out of 45 sample respondents, 55.6% (25) have not having the complaint regarding jumps in call and remaining 44.4% (11) have experienced that the company is having the complaint of jumps in call. From the inference it can conclude that majority of the people not having the complaint regarding jumps in call

4. B.1. DISTARBANCE

STATISTICS: N BABASAB PATIL Valid Missing 22 0 Page 53

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Mean Median Mode
Frequency 14 8 22 Percent 63.6 36.4 100.0 Valid Percent 63.6 36.4 100.0

1.3636 1.0000 1.00

Cumulative Percent 63.6 100.0

Valid

YES NO Total

GRAPH:
NO 8.00 / 36.4%

YES 14.00 / 63.6%

INTERPRETATION: The above graph shows that out of 22 sample respondents, 63.6% (14) have complaint regarding disturbance and remaining 36.4% (8) do not have the complaint regarding disturbance. From the inference it can conclude that Disturbance was a major technical issue for the surveyed sample respondents.

4. B2. ONE-WAY COMMUNICATION

STATISTICS: N BABASAB PATIL Valid 22 Page 54

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Missing Mean Median Mode
Frequency 5 17 22 Percent 22.7 77.3 100.0 Valid Percent 22.7 77.3 100.0

0 1.7727 2.0000 2.00

Cumulative Percent 22.7 100.0

Valid

YES NO Total

GRAPH:

YES 5.00 / 22.7%

NO 17.00 / 77.3%

INTERPRETATION:

The above graph shows that out of 22 sample respondents, 77.3% (17) do not have the complaint regarding one way communication and remaining 22.7% (5) have complaint regarding one way communication. From the inference it can conclude that majority of the people do not have complaint regarding one way communication.

4. B3. CROSS CONNECTION

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STATISTICS: N Mean Median Mode
Frequency 8 14 22 Percent 36.4 63.6 100.0 Valid Percent 36.4 63.6 100.0

Valid Missing

22 0 1.6364 2.0000 2.00

Cumulative Percent 36.4 100.0

Valid

YES NO Total

GRAPH:

YES 8.00 / 36.4%

NO 14.00 / 63.6%

INTERPRETATION: The above graph shows that out of 22 sample respondents, 63.6% (14) do not have the complaint regarding cross connection and remaining 36.4% (8) have complaint regarding cross connection. From the inference it can conclude that majority of the people do not have complaint regarding cross connection.

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4. C1. INTRA CIRCLE CALL RATE
STATISTICS: N Mean Median Mode
Frequency MEDIUM 13 HIGH 10 VERY HIGH 4 Total 27 Percent 48.1 37.0 14.8 100.0

Valid Missing

27 0 2.6667 3.0000 2.00

Valid Percent 48.1 37.0 14.8 100.0 Cumulative Percent 48.1 85.2 100.0

Valid

GRAPH:

VERY HIGH 4.00 / 14.8%

MEDIUM 13.00 / 48.1%

HIGH 10.00 / 37.0%

INTERPRETATION: The above graph shows that out of 27 sample respondents, 48.1% (13) feel that intra circle call rate are medium compared with other services, 37.0% (10) of sample feel high, and remaining 14.8% (4) of sample feel very high From the inference it can conclude that majority of the sample feel that intra circle call rate is medium compared with other services.

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4. C2. INTER CIRCLE CALL RATE
STATISTICS: N Mean Median Mode
Frequency 11 13 3 27 Percent 40.7 48.1 11.1 100.0

Valid Missing

27 0 2.7037 3.0000 3.00

Valid Percent 40.7 48.1 11.1 100.0 Cumulative Percent 40.7 88.9 100.0

Valid

MEDIUM HIGH VERY HIGH Total

GRAPH:

VERY HIGH 3.00 / 11.1%

MEDIUM 11.00 / 40.7%

HIGH 13.00 / 48.1%

INTERPRETATION: The above graph shows that out of 27 sample respondents, 48.1% (13) feel that inter circle call rate are high compared with other services, 40.7% (11) of sample feel medium, and remaining 11.1% (3) of sample feel very high. From the inference it can conclude that majority of the sample respondents feel that inter circle call rate is high compared with other services. BABASAB PATIL Page 58

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4. C3. OTHER
STATISTICS: N Mean Median Mode
Frequency Valid LOW MEDIUM HIGH VERY HIGH Total 3 9 12 3 27 Percent 11.1 33.3 44.4 11.1 100.0

Valid Missing

27 0 2.5556 3.0000 3.00

Valid Percent 11.1 33.3 44.4 11.1 100.0 Cumulative Percent 11.1 44.4 88.9 100.0

GRAPH:

VERY HIGH 3.00 / 11.1%

LOW 3.00 / 11.1%

MEDIUM 9.00 / 33.3% HIGH 12.00 / 44.4%

INTERPRETATION: The above graph shows that out of 27 sample respondents, 44.4% (13) feel that other service like broad band service are high compared with other service provider, 33.3% (9) of sample feel medium, 11.1% (3) of customer feel low and remaining 11.1% (3) of sample feel very high

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From the inference it can conclude that majority of the sample respondents feel that rates for other services like broad band service are high compared to other service providers.

4. d. HOW DO YOU RATE AIRTELS SERVICES RELATING TO COMPLAINT

HANDLING?

STATISTICS: N Mean Median Mode Valid Missing 23 0 1.8261 2.0000 2.00

Cumulative Percent 26.1 91.3 100.0

Valid

Frequency Percent Valid Percent Q UIC K R ESPO N SE 6 26.1 26.1 LATE RESPO NSE 15 65.2 65.2 N O RESPO N SE 2 8.7 8.7 Total 23 100 .0 100 .0

GRAPH:

NO RESPONSE 2.00 / 8.7% QUICK RESPONSE 6.00 / 26.1%

LATE RESPONSE 15.00 / 65.2%

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INTERPRETATION: The above graph shows that out of 23 sample respondents, 65.2% (15) feel that company is giving late response regarding complaint handling, 26.1% (6) feel quick response and remaining 8.7% (2) of sample feel no response. From the inference it can conclude that Complaint handling appears to be at the core of all customer issues.

5. DID THE COMPANY MAKE AN EFFORT TO CONTACT YOU TO KNOW THE REASONS FOR LEAVING THE NETWORK?
STATISTICS: N Mean Median Mode
Frequency 82 35 117 Percent 70.1 29.9 100.0 Valid Percent 70.1 29.9 100.0

Valid Missing

117 0 1.2991 1.0000 1.00

Cumulative Percent 70.1 100.0

Valid

NO YES Total

GRAPH:
YES 35.00 / 29.9%

NO 82.00 / 70.1%

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INTERPRETATION: The above graph shows that out of 117 sample respondents, 70.1% (82) of the people say the company people did not contact to know the reason for leaving the network and remaining 29.9% (35) are say yes the company people contact them to know the reason for leaving the network. From the inference it can conclude that majority of the sample respondents say that nobody from the company contacted them to find out why they quit using Airtel.

6. DID THE COMPANY MAKE ATTEMPTS SOLVE THE COMPLAINTS?

STATISTICS: N Mean Median Mode
Frequency 87 30 117 Percent 74.4 25.6 100.0 Valid Percent 74.4 25.6 100.0

Valid Missing

117 0 1.2564 1.0000 1.00

Cumulative Percent 74.4 100.0

Valid

NO YES Total

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GRAPH:
YES 30.00 / 25.6%

NO 87.00 / 74.4%

INTERPRETATION: The above graph shows that out of 117 sample respondents, 74.4% (87) of the people say the company people do not solve the problems and remaining 25.6% (30) are say yes the company people solve the problems. From the inference it can conclude that majority of the sample respondents say that the company people do not solve customer problems satisfactorily.

7. DO YOU ACCEPT THE CHANGING TARRIF PLANS / SCHEMES BY COMPANY? STATISTICS: N Mean Median Mode Valid Missing 117 0 1.6154 2.0000 2.00

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Cumulative Percent 38.5 100.0

Valid

YES NO Total

Frequency 45 72 117

Percent 38.5 61.5 100.0

Valid Percent 38.5 61.5 100.0

GRAPH:

YES 45.00 / 38.5%

NO 72.00 / 61.5%

INTERPRETATION: The above graph shows that out of 117 sample respondents, 61.5% (72) of the people say company doesnt allow changing the tariff plans and remaining 38.5% (45) are say the company allows changing the tariff plans. From the inference it can conclude that majority of the people say company doesnt allow changing the tariff plans.

8. WHICH COMPANY PROVIDES BEST TARRIF PLANS?

STATISTICS:
N Mean Median Mode Valid Missing 117 0 2.2564 2.0000 2.00

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Frequency 73 3 6 5 30 117 Percent 62.4 2.6 5.1 4.3 25.6 100.0 Valid Percent 62.4 2.6 5.1 4.3 25.6 100.0 Cumulative Percent 62.4 65.0 70.1 74.4 100.0

Valid

VODAFONE SPICE RELIANCE TATA INDICOM BSNL Total

GRAPH:
BSNL 30.00 / 25.6%

TATA INDICOM 5.00 / 4.3% RELIANCE 6.00 / 5.1% SPICE 3.00 / 2.6% VODAFONE 73.00 / 62.4%

INTERPRETATION:
The above graph shows that out of 117 sample respondents, 62.4% (73) feel that Vodafone provides best tariff plans, 25.6% (30) of sample feel BSNL, and remaining 12.0% (14) of sample feel others like reliance, TATA Indicom and Spice. From the inference it can conclude that majority of the sample respondents feel Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.

9. THE STRENGTHS & AREAS OF IMPROVEMENTS OF EACH

BRAND?
A) VODAFONE STATISTICS:
N Valid 117

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Missing Mean Median Mode
Frequency 30 44 14 29 117 Percent 25.6 37.6 12.0 24.8 100.0

0 2.4103 2.0000 3.00

Valid Percent 25.6 37.6 12.0 24.8 100.0 Cumulative Percent 25.6 63.2 75.2 100.0

Valid

Customer Service Economic price Value added schemes Billing Total

GRAPH:
50

44
40

30

30

29

Frequency

20

10 Customer Service Economic price

14
Value added schemes Billing

Vodafone

INTERPRETATION: The above graph shows that out of 117 sample respondents, 37.6% feel that Vodafone is best in economic, 25.6% feel customer oriented and remaining said it has to improve the network. From the inference it can conclude that majority of the sample respondents feel Vodafone is best in economic.

B) SPICE
STATISTICS: N BABASAB PATIL Valid 117 Page 66

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Missing Mean Median Mode
Frequency Customer Service 82 Economic price 18 Good network 8 Billing 9 Total 117 Percent 70.1 15.4 6.8 7.7 100.0

0 1.8974 2.0000 1.00

Valid Percent 70.1 15.4 6.8 7.7 100.0 Cumulative Percent 70.1 85.5 92.3 100.0

Valid

GRAPH:
100

8 0

82

60

40

Frequency

20

18
0 Customer Service Econo mic price

8
Go d netwo o rk

9
Billing

Spice

INTERPRETATION: The above graph shows that out of 117 sample respondents, 70.1% feel that Spice is best in economic price, and remaining said it has to improve the clarity and network. From the inference it can conclude that majority of the sample respondents feel Spice is best in economic price.

C) RELIANCE
STATISTICS: BABASAB PATIL Page 67

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N Mean Median Mode
Frequency 59 29 14 15 117 Percent 50.4 24.8 12.0 12.8 100.0

Valid Missing

117 0 1.9316 2.0000 1.00

Valid Percent 50.4 24.8 12.0 12.8 100.0 Cumulative Percent 50.4 75.2 87.2 100.0

Valid

Customer Service Economic price Good network Value added features Total

GRAPH:
70

60

59
50

40

30

29
20

Frequency

10 0 Customer Service Economic price

14

15

Good network Value added features

Reliance

INTERPRETATION: The above graph shows that out of 117 sample respondents, 50.4% feel that Reliance is best in customer oriented and remaining said it has to improve in value added features. From the inference it can conclude that majority of the sample respondents feel Reliance is best for Customer oriented.

D) TATA INDICOM
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STATISTICS:
N Mean Median Mode
Frequency 28 29 15 13 32 117 Percent 23.9 24.8 12.8 11.1 27.4 100.0

Valid Missing

117 0 2.1368 2.0000 1.00

Valid Percent 23.9 24.8 12.8 11.1 27.4 100.0 Cumulative Percent 23.9 48.7 61.5 72.6 100.0

Valid

Customer Service Economic price Good network Value Added features Billing Total

GRAPH:
40

30

32 28 29

20

15 Frequency
10

13

0 Custo er Service m Eco m price no ic Go d netwo o rk Value Added features Billing

TATA Indicom

INTERPRETATION:
The above graph shows that out of 117 sample respondents, 27.4% feel that TATA Indicom is best in billing, and 23.9% feel value added services and remaining said it has to improve the network. From the inference it can conclude that majority of the sample respondents feel TATA Indicom is best in Billing.

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E) BSNL
STATISTICS: N Mean Median Mode
Frequency 74 43 117 Percent 63.2 36.8 100.0 Valid Percent 63.2 36.8 100.0

Valid Missing

117 0 2.2479 2.0000 1.00

Cumulative Percent 63.2 100.0

Valid

Economic price Good network Total

GRAPH:
80

74
60

40

43

20

Frequency

0 Economic price Good network

BSNL

INTERPRETATION: The above graph shows that out of 117 sample respondents, 63.2% feel that BSNL is best in economic, 36.8% feel it is good in network and remaining said it has to improve the value added services like free caller tones. From the inference it can conclude that majority of the sample respondents feel BSNL is best in economic.

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HYPOTHESIS

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DATA ANALYSIS METHOD

Data analysis is a crucial step in the marketing research. The purpose of this analysis is to interpret the collected data & to draw the conclusions from the mass of the collected data. The statistical calculations are the unscratchable parts of any survey.

Test Used
Here Z-Test has been used because the size of the sample is more than 30. In this test I have used standard error as standard deviation because as I am dealing with the proportions I cannot have standard deviation.

Sigma p = n-1 Z= (P0-p) / S

P (1-p)

Where

P = Population Proportion P0 = Sample Proportion S = Standard error n = Sample Size

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HYPOTHESIS: 1.
This Hypothesis is tested with the help of questionnaire. The H0 states that more than 70% of customers are feeling that company people not solve customer problems satisfactorily. As per the data collected 87 out of 117 customers are agreed that company people not solve customer problems satisfactorily Ho= At least 74% of respondents said company people do not solve customer problems satisfactorily = P > 0.74 H1= the respondents said company people do not solve customer problems satisfactorily is less than 74% = P 0.74 Using Z Test can prove this. P= 0.74 1-P = 1-0.74 = 0.26

N = Sample size = 117n-1 = 116 = 5% level of confidence. Z= 1.64 (referring table) S= 0.74 (1-0.74) 116

S = 0.068 And Z = (P0 p) / S = (0.744 0.74) / 0.068 = 0.004 / 0.068 Z = 0.588 Here P0 = 87/117 = 0.744

CONCLUSION: Accept H0 because it fall under the confidence level that is 1.64
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FINDINGS

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FINDINGS
Based on the analysis and the interpretation of the data, findings are recorded which are as follows, 1. Majority of the sample respondents belongs to the age group of 21 25 years. 2. Majority of sample respondents are use post paid connection because it is economical 3. People shift from Airtel to other service providers due to billing issues and lack in complaint handling. 4. Majority of the sample respondents feels that Airtel pulse rates, rents, inter circle call rate are relatively high. 5. Disturbance was a major technical issue for the surveyed sample respondents. 6. Majority of the sample respondents feel that intra circle call rate are comparable with other services. 7. It is observed that majority of the sample respondents feel that rates for other services like broad band service are high compared to other service providers. 8. Complaint handling appears to be at the core of all customer issues. It is observed that majority of the sample respondents say that the company people do not solve customer problems satisfactorily. 9. Majority of the sample respondents say that nobody from the company contacted them to find out why they quit using Airtel. 10. Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans. 11. Airtel leads closest competitors Vodafone, Spice and TATA Indicom in terms of network and value added services. 12. It is observed that majority of the sample respondents feel Reliance is best for Customer oriented services and needs to improve only in value added features like free caller tones and ring tones download.

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SUGGESTIONS

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SUGGESTIONS
Based on the findings of the study the following suggestions are made. Airtel should come up with more plans suited for the age group of above 26 - 30 years. come up with more plans suited for the government officials. try to contact the people who have left the Airtel network and get the cause due to which they have left Airtel. improve the billing service re-look toward reducing fixed rental charges come up with more and more attractive schemes like loyalty discounts etc.

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CONCLUSION

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CONCLUSION
Customers expectations constantly keep increasing, especially from a growing sector like telecom where the choices they have are ample, the customers get close to being insatiable. High quality and low cost are no longer USPs (Unique Selling Proposition) for any service provider. These are assumed. Todays mobile user wants more. Firstly, the customer is constantly in search of a better offer that fits his / her need. Hence loyalty is a rarity in the telecom business. With TRAI (Telephone Regulatory Authority of India) insisting on MNP (Mobile Number Portability) to be implemented soon, the difficulty in using a new number while switching service providers will be eliminated. The service providers will have to constantly endeavor to maintain their market shares. Secondly, branding and other promotional activities seem to help only to a point. In order to achieve customer loyalty, the journey promises to be tough and never ending. Finally, todays customer is very sensitive to issues like responses to complaints, billing system, value for money etc. These and such other issues deserve special concern.

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BIBLIOGRAPHY

1. Marketing Management by Philip Kotler. 2. www.airtelenterprise.com 3. www.bhartiteleventures.com 4. http://www.marketingprinciples.com/customerretention/default.asp? cat=123

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ANNEXURE

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QUESTIONNAIRE Dear Sir/Madam, Personal data: Name of the customer: Address: Contact (if any):. Town/ village: -

________________. ___, . c. 21 25 Yrs f. 41 - 50 Yrs

1. Which of the age group do you belong? a. Up to 15 Yrs b. 16 - 20 Yrs d. 26 30 Yrs g. Above 50 Yrs 2. Which of the Profession do you belong? a. Student d. Company employee g. Doctor. a. Ease of payment c. Economical e. Any other 4. What influenced you in shifting your brand? a. Billing b. Clarity of sound and Cross connections c. Not attractive schemes d. Lack of complaint handling b. Businessmen e. House wife h. Any other. e. 31 40 Yrs

c. Govt. Employee f. Agriculture.

3. State the reasons for using the postpaid connection? b. Attractive Schemes / packages d. Long talking hrs

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Attempt the only questions, which you have ticked. a) Billing. i. Do you find high rate per pulse? Yes. ii. No.

Do you find problem these following factors? Factors High fixed rental Jumps in call Yes No

b) Clarity of sound i. Do you find problems in following factors? Factors Disturbance One way communication Cross connections c) Not Attractiveness of schemes and cross connection. i. V.High Inter circle call rate. Intra circle call rate. Other_________________. d) Lack of Complaint handling. i. How do you rate Airtels services relating to complaint handling? Quick response Late response No response. [] [] [] [] [] [] [] [] [] [] [] [] How do you compare with your existing service to Airtel service? Low Medium High Yes No

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5.

Did the company make attempts solve the complaints? Yes No

6. Did the company make an effort to contact you to know the reasons for leaving the Network? Yes No

7. Do you accept the changing tariff plans / schemes by company? Yes No

8. Which company provides the best tariff plans? a. Vodafone d. Tata Indicom 9. The strengths of each brand? Brands Vodafone Spice Reliance Tata Indicom BSNL Clarity Free SMS Economic Billing Reach Value added services Customer oriented b. Spice e. BSNL c. Reliance

THANK YOU

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