A Project study Report On Training Undertaken at BSNL CUSTOMER SATISFACTION THROUGH BSNL PRODUCTS AND SERVICES

FROM Submitted In the Partial Fulfillment for the Award of degree of Bachelor of Business Administration

Submitted by: Ramdhan Choudhary BBA 3rd Year

Submitted to: Mr. Naresh Agrawal (H.O.D)

Stani Memorial P.G.College, Jaipur

2009-12

Student Declaration
I, Ramdhan Choudhar of B.B.A. III YEAR, STANI MEMORIAL P.G.COLLEGE , JAIPUR , hereby declare that all the information facts and figures produced in this report is based on my own experience and study during my open research in analyzing the

CUSTOMER

SATISFACTION THROUGH BSNL PRODUCTS AND SERVICES

I further declare that all the information and facts furnished in this project report are based on my intensive research findings. They are first hand and original in nature.

Kailash Kumar Lamba BBA 3rd Year

Mr.Naresh Agarwal
Faculty, Deptt. Of Business Administration
STANI MEMORIAL P.G.COLLEGE

Mansarovar, Jaipur

COLLEGE CERTIFICATE
This is to certify that Mr. Kailash Kumar Lamba is a student of BBA final year has completed his project entitled

CUSTOMER

SATISFACTION
under my

THROUGH BSNL PRODUCTS AND SERVICES

year.

supervision. This project report has been submitted in lieu of paper VI for BBA final

To the best of my knowledge it is the original piece of work and the project fit for the submission in partial fulfillment of the degree of BBA.

Date:

(Naresh

Agarwal)

PREFACE
Bachelor of Business Administration (B.B.A.), one of the most reputed professional courses includes both theory & practical as a part of two years curriculum. In this course each student is repute to undergo practical project training in an organization of repute. Project training is an exercise by means of which student learn many things which cannot be taught in the classroom. During project students understand the real modus operation of the concerned areas of interest in the real life situation.

The project training process is an endeavor to converts all that s virtual into a real image i.e. it helps in applying all the theoretical concepts in to the real corporate world. It helps in developing the managerial skills using which we can convert into language & convey the taught & ideas from our mind to others.

ACKNOWLEDGEMENT
First of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, jaipur for giving me an opportunity to get a practical exposure of business experience.. I am grateful to Shri. Rajendra Singh, Deputy General Manager Jaipur, Shri Mahesh Kumar Senior Sub Divisional Engineer, Jaipur, Shri. Pradeep Sharma, Assistant General Manager Jaipur and all other employees of BSNL who gave me all the moral support and care which made my project come true. Finally I thank all other Staffs of my college, Staffs of BSNL, my parents who were in full support and all my friends who helped me in completing this dream project successfully.

Executive Summary
The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government. In todays competitive world, BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied in all aspects. This research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way. This research was conducted from 14 June 2011- 13 Aug. 2011 The researcher has done an internship project at BSNL, Jaipur in pursuance of determining the brand equity for BSNL and then the customers feedback on the various products. The samples of respondents from among the universe of BSNL users at Jaipur, were selected at random to conduct the study. The BSNL staffs who were contacted to learn about the various BSNL packages and policies were also the primary source of data.

Questionnaire was designed after a pre-survey interview covering all the aspects of BSNL services. Data analysis and interpretation was done using the collected data with necessary tools including percentage analysis, five point scale was used to grade the opinion of the respondents regarding the various variables used, soft ware s like SPSS were also used to enable efficient analysis of data. The researcher strongly believes that this study would be helpful to the BSNL Management in knowing about the Customers Satisfaction, Customer Perception, Customer Preferences, and service requirements and about the other competitors status in the market thereby helping them in improve their quality of Services offered.

CONTENT

S.No. 1 2 3

Item Description Introduction to the Industry Introduction of the organization Research Methodology a Importance of the study b- Objective of the study c Scope of the study d - Limitation of the study

Page No.

4 5 6 7 8 9 10

Analysis of Data SWOT Analysis Facts and Findings Recommendation & Suggestion Conclusion Appendix- Questionnaire Bibliography 56

The telecom industry is one of the fastest growing industries in India. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world. History of Indian Telecommunications started in 1851 when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was considered as a strategic service and the government considered it best to bring under state's control. The first wind of reforms in telecommunications sector began to flow in 1980s when the private sector was allowed in telecommunications equipment manufacturing. In 1985, Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system). In 1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of the economy. Also, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth of the telecom sector. New National Telecom Policy was adopted in 1999 and cellular services were also launched in the same year. Telecommunication sector in India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account for less than 5 per cent of subscriptions. However, private services focus on the business/corporate sector, and offer reliable, high- end services, such as leased lines, ISDN, closed user group and videoconferencing. Cellular services can be further divided into two categories: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is dominated by B.S.N.L , Airtel , Vodafone-Hutch , and Idea Cellular,

while the CDMA sector is dominated by the Reliance and Tata Indicom. Opening up of international and domestic very long distance telephony services are the major growth drivers for cellular industry. Cellular operators get substantial revenue from these services, and compensate them for reduction in tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime,

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national long distance, international long distance, and handset prices has driven demand.

An Overview of Telecom Industry Telecom in the real sense means transfer of information between two distant points in space. Telecom is a huge and varied fastness of technologies, companies, services and politics that is truly global in nature. Telecom stands as one of the most essential elements of the business world in terms of Connecting the World 11

The Indian telecommunications industry is one of the fastest growing in the world and India is projected to become the second largest telecom market globally by 2010. Presently, the Indian telecom industry is currently slated to anestimated contribution of nearly 1% to Indias GDP. Evolution of the industry-Important Milestones History of Indian Telecommunications Year 1851 First operational land lines were laid by the government near Calcutta (seat Of British power) 1881 Telephone service introduced in India. 1883 Merger with the postal system. 1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC). 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications. 1985 Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from of the postal system). 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications And Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 DoT becomes a corporation, BSNL.

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Introduction of the Compan

On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL) . Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80 gbps, Web telephony, DIAS,VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation . Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nationwide Network management & surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNLs standing: The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74 billion) Turnover of Rs. 31,400 crore ( US $ 7.14 billion) Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future. Today, BSNL is most trusted Telecom Brand of India. 13

Objectives Of The Company

To be a Lead Telecom Services Provider. Build customers confidence through quality and reliable service. Provide Bandwidth on demand. Contribute towards: i. ii. iii. iv National Plan Target of 450 million subscriber base for the country by December 2010. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004. Telephone in all villages. Implementation of Triple play as a regular commercial proposition.

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Revenue
The Department of Telecom operations now known as BSNL has shown sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.

Capital Investment
Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 1986-87 to over Rs. 7578 crores (US $ 1.72 billion) in 2004-05. This investment has been financed mainly by the internal accruals. The planned capital outlay during 2008-09 is Rs. 190431 crore (US $4.42 billion).

15

Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, and Apparatus & Plants etc. Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is certainly on a financial ground that's sound. The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores (US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $ 7.60 billion) in 200910. When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world class telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation. Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow. 16

Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name includes

Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no 172233, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL also offers Web hosting and co-location services at very cheap rates .

ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing.

17

Intelligent Network
Intelligent Network Service (In Service) offers value-added services, such as: Free Phone Service (FPH) India Telephone Card (Prepaid card) Account Card Calling (ACC) Virtual Private Network (VPN) Tele-voting Premium Rae Service (PRM) Universal Access Number (UAN) and more

I-Net
India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

Leased Lines & Data communication

BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International

Cellular Mobile Service

BSNLs GSM cellular mobile service Cell one has a customer base of over 5.2 million. Cell One provides all the services like MMS, GPRS, 18

Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use Cell One in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. Cell One offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).

Wireless in Local Loop This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal network. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time charge

Customer Care
Several Steps have been taken at BSNL to augment the quality of customer care to international standards. Access round the clock help at following toll free numbers

Data one Broadband '1600-424-1600' PSTN Call Center '1500' (in select states)

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Sancharnet Help Desk '1957'

Cell One all India Help '9400024365' All BSNL Customer Service Centers (CSCs) now remain open on all seven days

from 8.00 AM to 8.00 PM without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for. Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires. Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables. Establishing call centers across the nation to provide single window solutions and convenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services. Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs). 20

More than one Public Call Office (PCO) permitted at the same premises. Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer.

CONCEPTUNA
21

rEVIEW

MARKETING MANAGEMENT

DEFINITION:

Marketing management is the practical application of marketing techniques. It is the analysis, planning, implementation, and control of programs designed to 22

create, build, and maintain mutually beneficial exchanges with target markets. The marketing manager has the task of influencing the level, timing, and composition of demand in way that will achieve organizational objectives. BRAND EQUITY

BRAND EQUITY BRAND AWARENESS PERCIVED QUALITY BRAND ASSOCIATION BRAND LOYALTY

What is brand equity? The goal of the brand leadership paradigm is to create strong brands but what is a strong brand, anyway? In Managing Brand Equity, brand equity was defined as the brand assets (or liabilities) linked to a brands name and symbol that add to (or subtract from) a product or service. These assets can be grouped into four dimensions: brand awareness, perceived quality, brand associations, and brand loyalty. These four dimensions guide brand development, management and measurement. Brand awareness: Brand awareness is an often undervalued asset; however, awareness has been shown to affect perceptions and even taste. People like the familiar and are prepared to ascribe all sorts of good attitudes to items that are familiar to them. The Intel Inside campaign has dramatically transferred awareness into perceptions of technological superiority and market acceptance. Perceived quality: Perceived quality is a special type of association, partly because it influences brand associations in many contexts and partly 23

because it has been empirically shown to affect profitability (as measured by both ROI and stock return). Brand associations: Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. Brand loyalty- Brand loyalty is at the heart of any brands value. The concept is to strengthen the size and intensity of each loyalty segment. A brand with a small but intensely loyal customer base can have significant equity. Brand Preference- The stage of brand loyalty at which a brand will select a particular brand but will choose a competitors brand if the preferred brand is unavailable. See Brand insistence; Brand recognition. Customer Satisfaction: If the customer's expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer's expectations are not met, customer dissatisfaction will result. And the lower the satisfaction level, the more likely the customer is to stop buying from the firm.

Research Methodology:
DATA SOURCE: In this study Primary data and secondary data have been used.

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Secondary data have been collected from Internet. RESEARCH APPROACH: Primary data have been collected through surveys. Personal interview technique has been used for conducting the survey. Data collection has been done through the use of Structured questionnaire. Convenient Sampling method has been adopted for this study. Researcher has taken respondents from Jaipur for this study. The researcher has chosen 100 respondents from Jaipur. The researcher had prepared a Questionnaire both open and close ended questions to elicit responses for the following areas: i. ii. iii. iv. v. vi. Location. Age. Occupation. Monthly Income. Mobile Usage. Mobile service Usage.

Title of the Research

Main title of Project assigned to the Special Reference of BSNL Customer satisfaction through BSNL Products and Services.

Duration of the project

I have done training during the time period 14 June 2011 to 13 Aug. 201 1. During 25

the training period I worked on study of behavior of the consumer. To know their perception against BSNL. I made phone calls and personal meeting with consumer and receive their responses.

Objective of research
The main aim was to learn in detail the various aspect of operation management and marketing of BSNL products and services. To ascertain the Customers preferences of Land line and Mobile Services. To ascertain the Customers Satisfaction level for Mobile services as well as Land line Services. To analyze the Customer opinion and satisfaction with specific reference to BSNL. To suggest some guidelines to BSNL in order to provide better focused services. To determine the status of brand awareness and brand loyalty in order to conclude about brand equity. To get knowledge of day to day work done in BSNL. To study the satisfaction level of existing customer and find the opportunity of cross sailing of other product To provide suggestion after evaluation survey results To learn about the brand attributes and their preferences in BSNL

Significance of research
The research is significant for me and thus significant as follow to the trainee as 26

follow : -

a. To the trainee
The research has provided the trainee practical knowledge regarding the organization working, survey and other aspect of marketing. This research is also essential for me in fulfillment of MBA curriculum.

b. To the customer
The research will become a medium to convey the dissatisfaction factor to the appropriate person in the management The researcher would help the manager and other executives of bank to the valuable information of potential customer.

Type of Research
The target segments for the general data were mainly advice from the external source. Groups tapped for the data collection sheet and personal interview work from industrial directories, personal reference and the data from Internet. Target segment for the phone calling were derived from the confirmed assorted gets from phone directories, industrial directories etc. call was made to the selected organization or customer in the directly and ask for the personal meet and also other information which is helpful to create data base was collected. a. Methodology for operation is day to day working and operation. there are section in Lanka Gate branch marketing section retail section

b. Methodology for study of comparison of different telecom sector and relation and satisfaction of existing for grab the other opportunities either cross studying of the products. 27

Phase 1st:- after understanding the process and procedure I started the work on the project and mapping the target area and find out the comparison of products in the different sectors by doing the survey.

Phase 2nd:- for the project survey I prepared the data collection sheet.

Phase 3rd:- personal interaction with new and existing customer. making phone calls to the target organization and the customer and getting some basic information and seeking an appointment to the responsible person.

after getting the appointment I personally interact with that person, often the proposal and the feature of the products and filling the data collection sheet and try to make the conclusion for the comparison study and also try to convince for stabilizing the relation.

after the analyzing the person and his response if it seem to be a potential the I called back to him and offered the final proposal and getting the appointment to offering and signing the proposal.

If the proposal not final at the taken time and person want to interact with the sales executive or the branch manager then I passed that fellow to them.

If person seems to be iterated in the other products then I offered and explained the feature of that product and pass the lead to the corresponding officer.

Data collection from the sheet, personal interview, and other channel work organized as under:

Data sheet for saving accounts

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Particular Doctors I.A.S Jewelers Shopkeepers

Call made 15 20 10 30

Call converted 10 10 8 25

Lead granted 8 5 4 10

Sample size and method of selection sample

As general rule, one can say that the sample must be of an optimum size i.e., it should neither be excessively large not too small. Technically the sample size should be large enough to give a confidence interval of desired width and as such the size of the sample must be chose by some logical process before sample is taken form the universe. Size of the sample should be determined by a researcher keeping in view the following points: Nature of universe: Universe may be either homogenous or heterogeneous in nature. If the items of the universe are homogenous, a small sample can serve the propose. But if the items are heterogeneous, a large sample would be required,. Technically, this can be termed as dispersion factor. Number of classes proposed : If many class groups are to be formed, a large sample would be required because a small sample might not be able to give a reasonable number of items in each class group. Nature of study: If items are to be intensively and continuously studied, the sample should be small. For a general survey the size of the sample should be large, but a small sample in considered appropriate in technical surveys. Type of sampling: Sampling technique plays an important part in determining the size of the sample. A small random sample is apt to be much superior to a larger but badly selected sample. Standard of accuracy and acceptable confidence level : if the standard of accuracy or the level of precision is to be kept high, we shall required relatively 29

larger sample. For doubling the accuracy for a fixed significance level, the sample size has to be increased fourfold. Availability of finance: In practice, size of the sample depends upon the amount of money available for the study purpose. This factor should be kept in view while determining the size of sample for large samples result in increasing the cost of sampling estimates. Other consideration : Nature of units, size of the population, size of questionnaire, availability of trained investigators, the conditions under which the sample is being conducted, the time available for completion of the study are a few other consideration to which a researcher must pay attention while selecting the size of the sample.

Limitations of the Study:

Time was not sufficient to conduct detailed study. study had been conducted only in a few areas of Rajasthan. For few questions researcher was not able to get proper response which are as follows:

i. ii. iii. iv.

Chances of Switching. Reason for Switching. Monthly Income. Comparative questions.

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FACTS AND FINDINGS

FACTS AND FINDINGS:

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 A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones. A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone. A good majority of people (31.2%) are using BSNL, while Tata indicom are the least (0.4%) by considering 250 samples, with respect to Mobile. A good majority of people (88.4%) are using BSNL, while Tata indicom and Airtel are the least (3.2%) each, with respect to Landline. A good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but have never used. A good majority of respondents (39.6%) opined that BSNL is Some What Better when compared to other services, while the least number of respondents (0.4%) opined Dont know/Never used. There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers. There is a significant relationship between the Location of the Customers and Migration of Customers. There is a significant relationship between the Location of the Customers and Satisfaction of BSNL network used by the customers.

There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers. 32

 There is a significant relationship between the Quality of Customer service and Migration of the Customers. There is a significant relationship between the Location of the Customers and Satisfaction level of BSNL compared with other Services. There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan. A good majority of the respondents (38%) were Quite Satisfied with special regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan. A good majority of respondents (46%) were Very Satisfied with the Network of BSNL, while the least (4.8%) were Very Dissatisfied with the Network of BSNL. A majority of respondents (37.2%) were Quite Satisfied with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (4.8%) were Very Dissatisfied with the Satisfaction level of Cost of BSNL. A majority of respondents (38%) opined Neutral with the BSNLs Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL. The majority of respondents (30.4%) opined Average with special reference to the Quality of Customer Service, while the least number of respondents (9.6%) opined Excellent with respect to the Quality of Customer Service.

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 A good majority of respondents (41.6%) opined Never with special respect to the chance of Migration from BSNL, while the least number of respondents (3.2%) opined High Chance with reference to the chance of Migration from BSNL. Customers were felt that monthly rental was too high hence the reason that most of them were surrendering. Recharge card rates are very high so make some arrangements to make recharge cards available at cheaper rates. Some customers felt that when landline phone gets out of order, it is not checked or corrected for even 1month, hence there was heavy business loss. In the evening, lines are not getting connected since network problem was too high. When phone went out of order, the respondents were still charged for calls. Customers are very much dissatisfied with Linemen, because of irresponsibility. (Collecting amount from customers). Regarding Cell one respondents complained, Network is always busy with other mobile services. During the rainy season noise in the instrument is a problem. Respondents felt that there was no personalized service to customers. Due to non-availability of CUG connections to all, most of the customers surrendered BSNL and migrated to Airtel. 34

 Customers perceived that the bills are always inflated. Due to excessive rules and regulations for operating 1rupee coin telephones customers are not willing to buy and they are preferring Airtel and Reliance. Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill. Customers are expecting more number of free calls. In Kota network is not proper inside the house so Customers were very much dissatisfied. With regards to mobile services options are limited hence customers were switching over to other service providers. The extensive time lag between submission of application and receiving of a telephone connection had made some respondents switch over to other service providers. Due to the maturity and easy availability of Mobile service most of the customers were surrendered their landline connection. Due to limited number of linemen, faults were not immediately attended to, hence customers were very much dissatisfied. Customers preferred to replace their old instrument. It was brought to notice of the researcher that prepaid SIM cards took up to 24hrs for activation. 35

 There is not much awareness among the Customers regarding the facilities which are provided by BSNL, so effective media campaign is a must to enhance the awareness level.

Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline.

The respondents felt that the number of payment service counters was inadequate, hence more payment counters should be made available.

Students are not much interested in BSNL Cell one because of non-availability of SMS facilities.

The respondents felt that The BSNL cell ones starter pack and recharge cards are in perennial short supply.

The respondents experienced network problems when they used roaming to cities.

The respondents suggested that simple value added such as display of last call rate and balance amount should be made available by BSNL.

Even though customers were dissatisfied with BSNL due to Loyalty they are still using BSNL service (For only Incoming).

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ANALYSIS AND INTERPRETATIONS

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Data Analysis and Interpretation

Q.-1 Age Group of respondents -

S.No.

Responses

%age

A B C D E

Between 20-30 Between 31-35 Between 36-40. Between 41-50 Above 50. Total

58% 20% 15% 5% 2% 100%

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Interpretation: - As it is clear from the above graph that 58% customers are under the age of 20 to 30, 20% are under the age of 31 to 35, 15% customers are under the age of 36 to 40 and 5% customers are under the age of 41 to 50 & Approximate 2% customers are above the age of 50 .

Q.-2. Which of these best describes your job? S.No. A B C D E Particulars Student Managerial Professional Manual Workers Retired Total %age 58% 20% 15% 5% 2% 100%

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Interpretation: - As it is clear from the above graph that 58% customers describe their job as students, 20% are related to managerial job, 15% customers are related to professional job, 5% customers describe their job as manual workers & approximate 2% customers are Retired.

Q.-3 Are you using mobile services?

S.No A B

Responses Yes No

Percentage (%) 80% 20%

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Interpretation: As it is clear from the above graph that 80% customers use Mobile Services, & 20% dont use mobile services.

Q.- 4. Which of the following mobile services you are using currently?

S.No. A B C D E

Mobile Services BSNL Tata Indicom Reliance Airtel Any other

Responses (%) 50% 20% 15% 10% 5%

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Interpretation: As it is clear from the above graph that 50% customers use BSNL Mobile services, 20% customers use Tata Indicom mobile services, 15% customers use Reliance, 10% customers use Airtel mobile services & Approximate 5 % customers use other mobile services.

Q.- 5. Which of the following Landline Services you are using currently?

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S.No A B C D

Landline Connections BSNL Tata Indicom Reliance Airtel Total

Response 70% 15% 10% 5% 100%

Interpretation: - As it is clear from the above graph that 70% out of 100 customers uses A BSNL landline connection, 15% customers uses Tata Indicoms Connections and 10% customers uses RELIANCE connections & Approximately 5% customers use AIRTEL landline connections. 43

Q.- 6. How familiar are you with BSNL Services?

S.No A B C D

Responses Very familiar (use on regular basis) Some familiar (use it only sometimes) Familiar but never used it Never heard of service before Total

Customers Responses 68% 20% 10% 2% 100%

Interpretation: - As it is clear from the above graph that 68% customers are very familiar with BSNL Services, 20% customers are some familiar(use it only some times) with BSNL services, 10% customers are familiar but dont use it, & Approximate 2% customers are those who never heard of services before. 44

Q.-7. Are you satisfied from the BSNL services?

S.No. A B

Responses Satisfied Unsatisfied Total

Percentage 62% 38% 100%

Interpretation: related to services

As it is clear from the above graph that 62% retailers are satisfied from

services and 38% retailers are dissatisfied from its services. This graph shows the problem

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Q.-8. From which department you are not satisfied?

Department Customer service Dept Distribution department Customer care Dept. Any other Dep. Total

No. of respondents 25 50 15 10 100

Percentage 8% 26% 60% 4% 100%

Interpretation: -

It is clear from the above graph that 25 respondents are not satisfied from bill dept., 50 respondents are not satisfied from Distribution dept., 15 respondents are not satisfied from service dept. and 10 respondents not satisfied from other department 46

Q.9 How satisfied are you with the Tariff plan of BSNL? S.No A B C D E Responses Very Satisfied Quit Satisfied Netural Quit Dissatisfied Very Dissatisfied Percentage 50% 20% 15% 10% 5%

Interpritation:- As it is clear from above the graph that 50% customers are very satisfied with the tarrif plans of BSNL,20% customers are quit satisfied,15% customers are say Netural about the Tarrif plans of the BSNL Services,10% customers say that they are quit dissatisfied with the tarrif plans of BSNL,& Approximately 5% customers say that thay very dissatisfied with the tarrif plans of BSNL Services.

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Q.10 Behavior of BSNL employees towards problem solving?

S No. A B C

Responses Satisfactory Dissatisfactory Cant say Total

Percentage 40% 44% 15% 100%

Interpretation: -

As it is clear from the above graph that 40% respondents said that behavior of BSNL employees is satisfactory and other 44% 48

respondents said that behavior of BSNL employees is not satisfactory 15% cant say. This graph shows the behavior of BSNL employees towards problem solving is not satisfactory so they should improve their behavior regarding their problem solving.

Q.11 How satisfied are you with the network of BSNL? S.No A B C D E Responses Very Satisfied Quit Satisfied Netural Quit Dissatisfied Very Dissatisfied Total Percentage 45% 25% 15% 10% 5% 100%

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Interpritation:- As it is clear from above the graph that 45% customers are very satisfied with the Network of BSNL,25% customers are quit satisfied,15% customers are say Netural about the Network of the BSNL Services,10% customers say that they are quit dissatisfied with the network of BSNL,& Approximately 5% customers say that thay are very dissatisfied with the network of BSNL Services.

Q.12. How satisfied are you with the customer care of BSNL? S.No A B C Responses Very Satisfied Quit Satisfied Netural 50 Percentage 35% 25% 20%

D E

Quit Dissatisfied Very Dissatisfied Total

15% 5% 100%

Interpritation:- As it is clear from above the graph that 35% customers are very satisfied with the customer care of BSNL,25% customers are quit satisfied,20% customers say Netural about the customer care of BSNL Services,15% customers say that they are quit dissatisfied with the customer care of BSNL,& Approximately 5% customers say that thay very dissatisfied with the customer care of BSNL Services.

Q. 13.In thinking about your most recent with others was the Quality of the BSNL Customer Service you received S.No A B C D E Responses Excellent Good Average Poor Very poor 51 Percentage 50% 20% 15% 10% 5%

Total

100%

Interpritation:- As it is clear from above the graph that 50% customers say excellent about the quality of BSNL customer services, 20% say good about the quality of BSNL customer services, 15% customers give their response Average about the quality of BSNL customer services, 10% give their response poor & approximate 5% customers give their response very poor about the quality of BSNL customer services.

Q.14 .Compared with others would you say that BSNL is

S.No A B C D E

Responses Much better Some what better About the same Some what worse Dont know (or) Never used Total

Percentage 50% 20% 15% 10% 5% 100%

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Interpritation:- As it is clear from above the graph that 50% customers say much Better for BSNL in the compairson of other mobile services, 20% say some better for BSNL in the compairson of other mobile services, 15% customers give their response about the same and 10% give their response some worse & approximate 5% customers give their response that they dont know about it.

SWOT
STRENGTH

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1 .Internal Charges are less. 2. Quick Settlements of claims. 3. Largest distribution networks. 4 .Integrated range of services of its network.

WEAKNESS
1. Competition from other players. 2. Management of customer base. 3. It is not fully customer centric.

OPPORTUNITIES
1 Only 2|3 of the population is insured. 2 A vast market in rural segment. 3 Wide range of products.

THREAT
1. Constant pressure to be cost competitive to meet customer expectations 2. Relentless pressure to maintain profitability 3. Increasing Competition.

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CONCLUSION

Conclusion:
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Hence, from this report it is clear that BSNL is the best service provider in Asia.BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy 1. CELLONE postpaid connection has high quality to attract customer. 2. Customer cannot face difficulty to buy this postpaid connection. 3. CELLONE postpaid connection consume less time to activate. 4. Their services are better than other competitors of the market. 5. The problem faced was by the Prepaid Recharge card retailers who were not able to tell their problem which occurred during e topping a mobile .if the customers card didnt received the desired amount. 6. BSNL should provide more excel cards in the market with easy availability. 7. Network should be fast. 8. BSNL should improve customer care services. 9. BSNL should cut down services charges for ordering of connections much simpler and understandable to normal person.

10.

BSNL should conduct feedback survey from their representative to know about

consumers problems. And also provide such facilities, which can able to retain or increase their legal customer rate.

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RECOMMEDATION & SUGGESTION

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SUGGESTIONS:
From the research study, it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want BSNL to increase the Quality of BSNL services by providing the Customers an attractive instrument with new wiring connections. Customers were unaware about the new schemes provided by BSNL, so effective media campaign is a must to enhance the awareness level. Recharge coupons were available only at higher rates when compared with other brands, so BSNL may take some steps to provide recharge coupons at lower rates with various denominations. BSNL may also introduce some sales promotion such as cash discounts; Quality discounts hence the promotional activities would further strengthen the market share of the Company. BSNL may reduce the monthly rentals and also the service tax. BSNL may introduce free service of SMS regarding Cell one. Caller Ids should be provided immediately after the Customers requisition. Customer care of BSNL should be improved a lot. BSNL should take steps to curb the corrupt practices of the Linemen. BSNL may introduce CUG connection like other services so that they may retain their first position in the market 58

ANNEXURE

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1. Age Group of respondents? a. Between 20-30. d. Between 41-50. b. Between 31-35. e. Above 50. c. Between 36-40.

2. Which of these best describes your job? a. Managerial b. Professional c. Manual Worker d. Student e. Retired

3. Are you using mobile services? a. Yes b. No

4. And which of the following mobile services you are using currently? a. BSNL. b. Tata Indicom. c. Reliance. d. Airtel e. Any other please mention

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5. Which of the following Landline Services you are using currently? a. BSNL. b. Tata Indicom. c. Reliance. d. Airtel. e. Any other please mention.

6. How familiar are you with BSNL Services? a. Very familiar (use on regular basis). b. Some what familiar (use it only some times). c. Familiar but never used it. d. Never heard of service before.

7. How satisfied are you with the Tariff plan of BSNL? a. Very satisfied b. Quite satisfied c. Neutral d. Quite dissatisfied e. Very dissatisfied

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8. From which department you are not satisfied? a. Customer Service Dept. c. Customer care Dept. b. Distribution Dept. d. Any other Dept.

9 Are you satisfied from the BSNL services? a Satisfied b Unsatisfied

10. Behavior of BSNL employees towards problem solving?

a. Satisfied

b. Dissatisfied c. Cant Say

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11. How satisfied are you with the network of BSNL? a. Very satisfied b. Quite satisfied c. Neutral d. Quite dissatisfied e. Very dissatisfied 12. How satisfied are you with the customer care of BSNL? a. Very satisfied b. Quite satisfied c. Neutral d. Quite dissatisfied e. Very dissatisfied 13. In thinking about your most recent with others was the Quality of the BSNL Customer Service you received: a. Excellent. b. Good. c. Average. d. Poor. e. Very poor f. 14. Compared with others would you say that BSNL is a. Much better. b. Some what better c. About the same. 63

d. Some what worse. e. Dont know (or) Never used.

BIBLIOGRAPHY
BOOKS: Kotler P, Marketing management, RBD Publication, Year -1998, Ninth Edition. Sherlekar S.A. Marketing Management, Himalaya Publishers, Year- 1981, Fifth Edition. Mehta A.& Sharma A., Marketing Management, RBD Publication, Year2008-09, Third Edition. Kothari R.k & Jain P.c, International Marketing, RBD Publishers, Year2008-09, First Edition. Chhabra T.N. & Grover S.K, Marketing Management, Gagan Kapur Publishers, Year- 2004, Forth Edition. Kumar A.& Meenakshi N. Marketing Management, Vikas Publication, Year- 2006, Fifth Edition. Saxena, Marketing Management, Tata Mc GRAW HILL Published, Year2002, Second Edition. Ramaswamy VS & Namakumar S , Marketing Management, Rajiv Beri for Macmillan Publication, Year- 1990, First Edition.

WEBSITES:

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1. www.bsnl.co.in 2. www.yahoo.com 3. www.google.com

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