Customer Satisfaction of A Public Sector Telecom Company BSNL in Land Line

International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 3, Issue 3, September- December (2012)
INTERNATIONAL JOURNAL OF MANAGEMENT (IJM)
ISSN 0976 6367(Print) ISSN 0976 6375(Online) Volume 3, Issue 3, September- December (2012), pp. 62-71 IAEME: www.iaeme.com/ijm.asp Journal Impact Factor (2012): 3.5420 (Calculated by GISI) www.jifactor.com
IJM
IAEME
CUSTOMER SATISFACTION OF A PUBLIC SECTOR TELECOM COMPANY (BSNL) IN LAND LINE

*SREEKUMAR.D.MENON , **Dr Baby M.D *Research Scholar in Management,NIMS University,jaipur,Rajasthan. ** Research Guide ,NIMS University ,Jaipur,Rajasthan
ABSTRACT Customer satisfaction is highly essential and evitable for the smooth functioning of an organization having public dealing and responsibilities. It depends on several factors like tangibility, reliability, assurance, superior service quality, empathy etc. This paper studied the various aspects of customer satisfaction, causes, reason, its impacts in telecom sector with suggestions. Key words: customer, BSNL, Landline, satisfaction INTRODUCTION In 1850,the first experimental electric telegraph line was started between Calcutta and Diamond Harbour.In 1851, it was opened for the use of the British East India Company. In 1881 ,a license was granted by (British East India Company) to the oriental Telephone company for opening Telephone exchange at Calcutta, Bombay, Madras and Ahmadabad and the first formal telephone service was established in the country. On 28 January 1882 ,Major E Baring ,member of the Government General of Indias declared open the telephone exchanges in Calcutta, Bombay and Madras. Pre 1902 cable telegraph started in India.1902 first wireless telegraph established.1907 first Central Battery Exchange installed in Kanpur. During 1913-14 ,first automatic exchange installed in Shimla. In 1927 Radio Telegraph was introduced.1933 radio telephone was introduced.1953 carrier system was introduced .1960 first subscriber trunk dialing commissioned between Luck now and Kanpur. In 1975 PCM commissioned between Mumbai and Andheri. In 1976 digital Microwave introduced.1979 optical fiber system commissioned at Pune. In 1980 satellite earth station for domestic communications established at secundarabad.1984 C Dot established. In 1995 first mobile telephone service started.
62
Telephones are the most popular communication media for all kinds of community. In India, after initiation of the liberalization process by the government in 1991 ,there was a rapid change in service environment. Before privatization, liberalization and globalization telecommunication was a monopoly under department of telecommunications in Government of India. But today there are so many companies came in the industry .As a result the competition for retaining the customer between the companies increased. In India the major players of land line telephones industry section are of BSNL,Bharathi airtel ,Reliance communications ,Tata teleservices and HFCL infotel teleservice. The other major problem faced is the competition from mobile companies. so the companies of landline sector facing a strong challenge to retain the customer and giving a satisfactory service. Patrick Xavier and Dimitri(2008) ,finds the consumer switching behavior in a number countries are examined to ascertain reasons for actual consumer decision making regarding switching. Implication for telecommunications regulation should require that communication service providers ensure that switching is fast ,cheap, predictable and reliable ant that consumers are able to switch with minimum difficulty and delay. Lawrence H Officer (2007) ,provided long run annual series of the value of the consumer bundle and related variables. Bench mark data are assembled for each of the variables .Interpolative techniques are used to obtain values for missing years. Continuous annual series for 1900-2004 are developed for values of the consumer bundle ,number of consumer units and average size of the consumer unit. Behavior of the series over time is consistent with what economic and demographic experience would suggest. Brigit Leisan Pollack(2008) suggested that relationship between service quality attributes and customer satisfaction follows a linear path.It suggest the existence of a threshold level after the strength of the relationship between the two constructs ,for some service attributes ,adjusts. Depending on the type of adjustment ,service attributes can be classified satisfier or dissatisfier,each require a distinct managerial action. OBJECTIVES OF THE STUDY 1 To make an analysis of subscriber satisfaction of BSNL land line customers using questionnaire survey. 2 To identify the variables influence the subscriber satisfaction. 3 To analyze the correlation between the variables. COLLECTION OF DATA There are two types of a data viz, primary data and secondary data. The primary data are the original sources from which the investigator directly collects data for the first time .In this project the primary data collected through questionnaire method from BSNL subscribers in land line. Secondary data are not originally collected by the investigator originally but gathered either from published or unpublished sources . This data can be obtained from various journals, govt publication and from various records kept by industrial r business firms and reference books etc.
63
SIGNIFICANCE OF STUDY An organization is a place where people come and work together to achieve something for them self and for others. Before privatization, liberalization and globalization telecommunication was a monopoly under department of Telecom in Govt of India. But today there are so many companies came in the industry, as a result the competition for retaining the customers between the companies were increased. BSNL is the number one telecom company in India having maximum customer base in land line. All companies especially BSNL ,a public sector company facing a strong challenge to retain the customers and giving a satisfactory service. It is observing that land line base is showing a rapid decreasing tendency as majority of the customers are going for mobile service as it is handy, convenient and more reliable than land line in service . The revenue from the land line is much more than that of mobile connection for all operators in India. So retain the customer ,satisfy the customer means indirectly keep the revenue without fall. So the significance of the study have more importance METHODOLOGY Data for the study collected by the structured questionnaire in the houses of seventh and fifteenth ward of Pampady grama panchayath of kootayam district and customers who visited BSNL melas in different locations of Kottayam SSA(secondary switching area ) in Kerala circle India. Questions are trying to analyze the customers attitudes regarding the services quality, complaint booking facility, frequency of fault occurrence ,clearing of faults, attitudes of staffs etc. Respondent file: A total of 125 houses of the 7th &15th ward of Pampady Grama Panchayath selected and questionnaire supplied and responded number of questionnaire was 105. During BSNL mela in different locations(Mundakayam,Kanjirappally,Chenganassery,Vaikam,Karukachal,Kottayam,Pamady etc)175 questionnaire supplied and responded only 95 nos. In this 153 respondent(76.5%) are subscribers of BSNL,31 respondents (15.5%) are reliance and 16 respondents (8%) are Tata indicom customers .Among them the number of BSNL mobile customers without land line are 7 and other mobile users without land line is 12 TABLES Chi square Analysis 1. Age vs. Opinion about BSNL Service
Opinion about BSNL Service Age Group Below 35 Years 35 - 45 Years Above 45 Years Total Satisfactory 31 96 7 134 Not Satisfactory 2 18 4 24 Poor 2 4 0 6 Excellent 15 20 1 36 Total 50 138 12 200 13.897 (0.036)
S
Chi square
64
As the p value (0.036) given in the table is less than the significance value 0.05, we conclude that age and opinion about BSNL service is not independent. I.e. there is a significant relation between age and opinion about BSNL service at 0.05 level of significance. 2. Age vs. Opinion about Complaint Booking
Opinion about Complaint Booking Age Group Below 35 Years 35 - 45 Years Above 45 Years Total User Friendly 24 46 10 80 Not User Friendly 12 30 2 44 Confusing 12 46 0 58 Excellent 2 16 0 18 Total 50 138 12 200 16.522 (0.013)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that age and opinion about complaint booking is not independent. I.e. there is a significant relation between age and opinion about complaint booking at 0.05 level of significance. 3. Age vs. Opinion about the Behaviour of Lineman
Opinion about the Behaviour of Lineman Age Group Below 35 Years 35 - 45 Years Above 45 Years Total Good 14 19 2 35 Satisfactory 26 105 10 141 Not Satisfactory 10 12 0 22 Poor 0 2 0 2 Total 50 138 12 200 14.138 (0.033)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that age and opinion about the behaviour of lineman is not independent. I.e. there is a significant relation between age and opinion about the behaviour of lineman at 0.05 level of significance. 4. Age vs. Frequency of Faults
Age Group Below 35 Years 35 - 45 Years Above 45 Years Total Frequency of Faults Yes 38 104 4 146 No 12 34 8 54 Total 50 138 12 200 10.199 (0.008)
S
Chi square
65
As the p value given in the table is less than the significance value 0.05, we conclude that age and frequency of faults is not independent. I.e. there is a significant relation between age and frequency of faults at 0.05 level of significance. 5. Age vs. Lineman Attend Complaints Immediately
Lineman Attend Complaints Immediately Yes Below 35 Years 35 - 45 Years Above 45 Years Total 20 76 6 102 No 13 20 1 34 Rarely 17 42 5 64 50 138 12 200 5.579 (0.233)
NS
Age Group
Total
Chi square
As the p value given in the table is greater than the significance value 0.05, we conclude that age and lineman attend complaints immediately is independent. I.e. there is no significant relation between age and lineman attends complaints immediately at 0.05 level of significance. 6. Age vs. Opinion about BSNL Landline Tariff
Age Group Below 35 Years 35 - 45 Years Above 45 Years Total Opinion about BSNL Landline Tariff Excellent 3 23 1 27 Good 33 40 5 78 Confusing 6 34 2 42 Poor 4 17 2 23 Total 46 114 10 170 18.810 (0.004)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that age and opinion about BSNL landline tariff is not independent. I.e. there is a significant relation between age and opinion about BSNL landline tariff at 0.05 level of significance. 7. Income vs. Opinion about BSNL Service
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Opinion about BSNL Service Satisfactory 66 48 20 134 Not Satisfactory 10 10 4 24 Poor 4 2 0 6 Excellent 10 16 10 36 Total 90 76 34 200 8.098 (0.228)
NS
Chi square
66
As the p value given in the table is greater than the significance value 0.05, we conclude that income and opinion about BSNL service is independent. I.e. there is no significant relation between income and opinion about BSNL service at 0.05 level of significance. 8. Income vs. Opinion about Complaint Booking
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Opinion about Complaint Booking User Friendly 36 32 12 80 Not User Friendly 24 10 10 44 Confusing 24 24 10 58 Excellent 6 10 2 18 Total 90 76 34 200 7.430 (0.288)
NS
Chi square
As the p value given in the table is greater than the significance value 0.05, we conclude that Income and opinion about complaint booking is independent. I.e. there is no significant relation between Income and opinion about complaint booking at 0.05 level of significance. 9. Income vs. Opinion about the Behaviour of Lineman
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Opinion about the Behaviour of Lineman Good 17 10 8 35 Satisfactory 65 54 22 141 Not Satisfactory 8 12 2 22 Poor 0 0 2 2 Total 90 76 34 200 14.351 (0.025)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that income and opinion about the behaviour of lineman is not independent. I.e. there is a significant relation between income and opinion about the behaviour of lineman at 0.05 level of significance. 10. Income vs. Frequency of Faults
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Frequency of Faults Yes 70 48 28 146 No 20 28 6 54 Total 90 76 34 200 6.286 (0.043)
S
Chi square
67
As the p value given in the table is less than the significance value 0.05, we conclude that income and frequency of faults is not independent. I.e. there is a significant relation between income and frequency of faults at 0.05 level of significance. 11. Income vs. Lineman Attend Complaints Immediately
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Lineman Attend Complaints Immediately Yes 48 38 16 102 No 14 14 6 34 Rarely 28 24 12 64 90 76 34 200 0.565 (0.004)
NS
Total
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that income and lineman attend complaints immediately is not independent. I.e. there is a significant relation between income and lineman attends complaints immediately at 0.05 level of significance. 12. Income vs. Opinion about BSNL Landline Tariff
Income of the Family Below Rs. 2,00,000 Rs. 2,00,000 4,00,000 Above Rs. 4,00,000 Total Opinion about BSNL Landline Tariff Excellent 19 4 4 27 Good 36 28 14 78 Confusing 12 24 6 42 Poor 9 6 8 23 Total 76 62 32 170 19.534 (0.003)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that income and opinion about BSNL landline tariff is not independent. I.e. there is a significant relation between income and opinion about BSNL landline tariff at 0.05 level of significance. 13. Qualification vs. Opinion about BSNL Service
Opinion about BSNL Service Qualification Up to Plus 2 Degree Above Degree Total Satisfactory 32 83 19 134 Not Satisfactory 2 18 4 24 Poor 0 6 0 6 Excellent 4 26 6 36 Total 38 133 29 200 8.380 (0.205)
NS
Chi square
68
As the p value given in the table is greater than the significance value 0.05, we conclude that qualification and opinion about BSNL service is independent. I.e. there is no significant relation between qualification and opinion about BSNL service at 0.05 level of significance. 14. Qualification vs. Opinion about Complaint Booking
Opinion about Complaint Booking Qualification Up to Plus 2 Degree Above Degree Total User Friendly 12 54 14 80 Not User Friendly 10 32 2 44 Confusing 10 37 11 58 Excellent 6 10 2 18 Total 38 133 29 200 8.137 (0.225)
NS
Chi square
As the p value given in the table is greater than the significance value 0.05, we conclude that qualification and opinion about complaint booking is independent. I.e. there is no significant relation between qualification and opinion about complaint booking at 0.05 level of significance. 15. Qualification vs. Opinion about the Behaviour of Lineman
Opinion about the Behaviour of Lineman Qualification Up to Plus 2 Degree Above Degree Total Good 6 23 6 35 Satisfactory 30 92 19 141 Not Satisfactory 0 18 4 22 Poor 2 0 0 2 Total 38 133 29 200 14.444 (0.031)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that qualification and opinion about the behaviour of lineman is not independent. I.e. there is a significant relation between qualification and opinion about the behaviour of lineman at 0.05 level of significance. 16. Qualification vs. Frequency of Faults
Qualification Up to Plus 2 Degree Above Degree Total Frequency of Faults Yes 26 103 17 146 No 12 30 12 54 Total 38 133 29 200 4.779 (0.092)
NS
Chi square
69
As the p value given in the table is greater than the significance value 0.05, we conclude that qualification and frequency of faults is independent. I.e. there is no significant relation between qualification and frequency of faults at 0.05 level of significance. 17. Qualification vs. Lineman Attend Complaints Immediately
Lineman Attend Complaints Immediately Yes Up to Plus 2 Degree Above Degree Total 26 61 15 102 No 2 28 4 34 Rarely 10 44 10 64 38 133 29 200 7.980 (0.094)
S
Qualification
Total
Chi square
As the p value given in the table is greater than the significance value 0.05, we conclude that qualification and lineman attend complaints immediately is independent. I.e. there is no significant relation between qualification and lineman attends complaints immediately at 0.05 level of significance. 18. Qualification vs. Opinion about BSNL Landline Tariff
Qualification Up to Plus 2 Degree Above Degree Total Opinion about BSNL Landline Tariff Excellent 2 24 1 27 Good 24 44 10 78 Confusing 6 28 8 42 Poor 2 17 4 23 Total 34 113 23 170 15.395 (0.016)
S
Chi square
As the p value given in the table is less than the significance value 0.05, we conclude that qualification and opinion about BSNL landline tariff is not independent. I.e. there is a significant relation between qualification and opinion about BSNL landline tariff at 0.05 level of significance. FINDINGS 1, An analysis of the demographic profile of the customers is done. The focused demographic variables in this analysis are age, inome and education. 69% of the respondent are between the age group of 35-45 years.66.5% of the respondent have degree as their qualifications and having an average income of 2 lakhs. 2, 67% of the respondents have the opinion that satisfied with the BSNL services.22% respondent have the opinion that complaint booking facility through telephone is not user friendly and 29% have the opinion that this facility is confusing. 3,11% of the respondents have the opinion that ,the attitude of BSNL staff on attending complaints is not satisfactory.
70
4 ,21% of the respondents have the opinion that BSNL land line tariff is confusing and 11.5% have the opinion that it is poor. 5, 44.5% of the respondents have the opinion that service of the other service providers is better than BSNL. 6,The correlation between opinion about BSNL service &age, complaint booking & age, behavior of lineman & age, land line tariff &age ,frequency of faults &age , are significant at 0.05 level of significance. SUGGESTIONS 1 Faults are occurring frequently, this is not a good trend for the company. Some kind of preventive maintenance system should be implemented. 2 Complaint booking mechanism should be user friendly. 3 Majority of the customers are not aware of the annual rent plan for land line customers, it should be popularized to reduce the closure tendency of the land line. 4 Absence among line staff should be reduced. CONCLUSIONS 1 Due to liberalization ,privatization and globalization ,the competition among companies increased. So it is a must for the firm to improve its services to maintain its current customers and also give intensive training for the staff in service department. 2 The coming days are very competitive for telecommunications sector industries. So the companies in the field must be vigilant and competitive for maintaining and improving the market. REFERENCES 1 Service marketing ,The Indian context,R Srinivasan, Prentice-hall of India Private ltd, New Delhi ,2004 pp -202 2 Jillian C Sweeney ,Geoffrey ,N.Souter and Yim Mazzarol Factors influencing word of mouth effectiveness:receiver perspectives European Journal of Marketing Vol 42NO3/4,2008. 3Service Marketing ,Integrating Customer Focuses Across the Firm Valaria A Zeithalmi,Mary Jo Bitner,Tata Mc Graw hill publishing company limited New Delhi,2004,pp 34-36 4 Nelson Oly Ndubsi,Chew Tung Moi Awareness and usage of Promotional tools by Malaysian consumers: the case of low involvement products Management Research News ,Vol 29 No 2006 pp 28-40 5 web sites ,www,trai.gov.in,www.coai.co.in 6 various e journals from Oxford university,Camebridge university,AIMA publication etc
71

Customer Satisfaction of A Public Sector Telecom Company BSNL in Land Line

Hochgeladen von

Dokumentinformationen

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Customer Satisfaction of A Public Sector Telecom Company BSNL in Land Line

Hochgeladen von

Copyright:

Verfügbare Formate

International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 3, Issue 3, September- December (2012)

INTERNATIONAL JOURNAL OF MANAGEMENT (IJM)

CUSTOMER SATISFACTION OF A PUBLIC SECTOR TELECOM COMPANY (BSNL) IN LAND LINE

Das könnte Ihnen auch gefallen