A STUDY ON THE CUSTOMER PERCEPTION OF MOBILE PHONE SERVICE PROVIDERS IN ------------ DISTRICT WITH SPECIAL REFERENCE TO BSNL

BONAFIDE CERTIFICATE

BONAFIDE CERTIFICATE

Certified that this project report titled A STUDY ON THE CUSTOMER PERCEPTION OF MOBILE PHONE SERVICE PROVIDERS IN VILLUPURAM DISTRICT WITH SPECIAL REFERENCE TO BSNL is the bonafide work of --------------------------------------------------------- who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

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Director

Viva Voce held on __________

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ABSTRACT

ABSTRACT

A study on the customer perception of mobile phone service providers in Villupuram district with special reference to BSNL is a project aimed at studying the competitive position of BSNL, the strength and weakness of BSNLs competitors, accessing the present level of service provided by BSNL and identifying the areas which require attention by BSNL for improving its services.

The type of research undertaken for the study was descriptive research and the sampling design used is stratified proportionate random sampling. The sample size was 420.The target respondents were the customers of AIRTEL, AIRCEL, BPL, BSNL, and RELIANCE in a proportionate number. The data was collected using a standardized questionnaire, through the interview mode.

From the analysis it was found that AIRTEL and AIRCEL are the main competitors for BSNL. AIRTELs promotional campaign has played a significant role in attracting customers and its huge amount of value added services and add-on card features has also added to its success. AIRCELs call tariff and its early entry into the market and its SMS facilities has made customers choose its service.

It is also found that the good network coverage, call tariff and roaming facilities are the strengths of BSNL whereas SMS charges, poor customer care, lack of value added services, lack of effective promotional campaigns and high network congestion are some of BSNLs weakness. It is found from the analysis

that the awareness of the schemes that BSNL introduce is not known to the public. The study has also revealed that there are small proportions of BSNL customers who are not satisfied with the services that BSNL offers.

The study has brought out factors which the mobile service providers should concentrate upon to offer the best of services. The factors are customers care, coverage, performance, pricing and accessibility.

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT

I take this opportunity to acknowledge and thank the various people who contributed to this project. I acknowledge my sincere gratitude to our Director and my project guide Prof. Suresh Kumar, M.Sc., M.B.A., for his constant motivation and management insight. His encouragement and valuable suggestions helped me throughout the project. I express my deepest sense of gratitude to Mr. Atul Kareliya , Deputy General Manager (U&A), BSNL, Villupuram for granting me the permission to carry out my research work in BSNL and also for his constant encouragement and support during the tenure of my project. I would like to thank Mr.S.Murugappan P.G.D.E.D.,MBA., and

Mr.R.Somasundaram M.E.,PGDM.,PGDFTM., Faculty , of the Department of Management Studies, Kongu Engineering College for helping me in statistical analysis. I would also like to thank all members of the Faculty, of the Department of Management Studies, Kongu Engineering College and my family and friends who supported me at various stages in completing this project work successfully.

TABLE OF CONTENTS

CONTENTS
Chapter No. Page No.

Particulars ABSTRACT (ENGLISH) ABSTRACT (TAMIL) LIST OF TABLES LIST OF FIGURES

INTRODUCTION 1.1 Telecommunication 1.2 Indian Telecommunication Industry 1.3 Cellular phones & Importance 1.4 Company Profile 1.5 About The Project

AIM, OBJECTIVES & LIMITATIONS 2.1 Aim of the Project 2.2 Objectives 2.3 Minor Objectives 2.4 Limitations

RESEARCH METHODOLOGY 3.1 The Research Design 3.2 Data Sources 3.3 Questionnaire Design 3.4 Pre-Testing, Revision, Final Draft 3.5 Sampling Technique 3.6 Test Used

ANALYSIS & INTERPRETATION 4.1 Analysis of Data 4.2 Chi Square Analysis 4.3 Factor Analysis 4.4 Kruskal Wallis Test 4.5 Wilcoxon Signed Rank Test

FINDINGS & SUGGESTIONS 5.1 Findings 5.2 Suggestions

CONCLUSION APPENDIX 1 APPENDIX 2 BIBILIOGRAPHY REFERENCES