A Comprehensive Study On Various Service4

1
A comprehensive study on various services

provided by BSNL and customer satisfaction
of BSNL users.
ACKNOWLEDGEMENT
It is indeed a mater of immense pleasure and honor to complete a project/research
work on ‘A Comprehensive study on various services provided by BSNL and Customer
satisfaction of BSNL users’ as it not only gave me a deep insight into the present
competitive corporate world especially the telecom industry operating throughout the
length and breadth of our country but it also helped me to gain a profound knowledge on
various aspects of customers tastes, preferences and expectations from the service
provider –BSNL. It also helped to realize why in to days modern marketing arena –
CUSTOMER SATISFACTION’ is the buzz word. And behind compiling all these
realizations into a single project with the support of authentic facts and figures lies
the tireless and unconditional efforts of some persons and I would like to take this
golden opportunity to acknowledge them.
At the beginning, I wish to express my gratitude to this institution of excellence,
which was created in me the courage to undertake such a grand project. It is my first and
foremost duty to express my profound sense of gratitude to Dr. U. C. SARKAR
(Principal, B. B. College, Asansol) and Dr. J. SINHA (Co-ordinator, B.B.A(Hons.) Dept.)
who provided me an opportunity to fulfill most cherished desire of reaching my goal.
I am deeply indebted to Mr. D. SARKAR (General Manager, Asansol Telecom
District, BSNL) and Mr. RAKSHIT (PA to GM, BSNL) for showing me the right
direction in my project. I also want to thank all to staff members of BSNL G. M. Office,
Asansol who helped me indirectly in the completion of this project.
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of BSNL users.
I wish to express my deep sense of gratitude to all the faculties and staff members
of B.B.A(Hons.) deptt. of B. B. College, Asansol, specially Dr. P. BANERJEE. , Mr.
G. HAZRA., Mr. B. P. GHATAK., Miss M. ROY., my project guide Mr. S.
CHATTERJEE and Mr. A. BHATTACHARYA (Office Assistant) for their
valuable guidance, constant help and encouragement in the preparation and completion
of this project.
At last, I am ever grateful to my parents not only for their valuable suggestions in
every critical junctures but also for being a source of immense inspiration amidst the ups
& downs of my research period.
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of BSNL users.
DECLARATION
I hereby declare that the project entitled “A comprehensive study on various

services provided by BSNL and customer satisfaction of BSNL users”
Submitted in partial fulfillment for the award of Bachelor of Business
Administration[B.B.A.(Hons.)] to Burdwan University, Burdwan is record of
independent research work carried out by me under the supervision of MR. SANKHA
CHATTERJEE,(my project guide) and lecturers of BBA deptt., of B. B. College,
Asansol, Mr. D. Sarkar ( G. M., Asansol Telecom District, BSNL).
I also declare that this project is a result of my own effort and has not been
submitted earlier for the award of any degree or diploma or prize to this or any other
university.
ANANDA DUTTA
DATED : ROLL : ASAN ABM 2006/03
ASANSOL REG. NO. : 841 OF 2005-06
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of BSNL users.
REASON FOR CHOOSING THE TOPIC

(A comprehensive study on various services provided by BSNL and customer satisfaction
of BSNL users)
The objective of the project is to find out the reason:
1) Why inspite of several competitors in the market with multiple type of services
with attractive price and opportunity of business, it has been seen that a large
number of consumers flock to buy or use ‘BSNL’ service. At first our research
will take us into the depth of the study on various attractive services
provided by BSNL and then find out whether it is the ONLY reason behind
such consumer behavior.
2) Why consumer satisfaction should be still a major area of concern of BSNL’s top
management and suggesting various steps that should be undertaken by it in
order to improve customer satisfaction by conducting a customer satisfaction
survey of BSNL users.
5

of BSNL users.
1. INTRODUCTION
(a) CUSTOMER SATISFACTION – WHY A BUZZ
WORD
IN TODAYS MARKETING WORLD ?
i) WHO IS A CUSTOMER
Customer is defined as any one who receives that which is produced by
the individual or organization that has value. He or she is purchaser of a product or
service. A customer is a person or organization that purchases or obtains goods or
services from other organization such as manufacturers, retailers, whole sellers or service
provider. A customer is not necessarily the same persons the consumer, as a product or
service can be paid for by one party, the customer and used by another – the consumer.
ii) CUSTOMER VS. CONSUMER

Customer buy the products you make, from you and consumer buy the
product from the customers and use the product. Thus retailers are customers and the
people who hopefully will love and embrace the products with passionate fervor are
consumers.
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of BSNL users.
iii) CUSTOMER VS. CONSUMER BEHAVIOUR

• CONSUMER BEHAVIOUR
The process through which the ultimate buyer makes purchase
decisions.
• CUSTOMER BEHAVIOUR
A broad term that covers both individual consumers who buy
goods and services for their own use and organizational buyers who
purchase business products.
WHAT IS CUSTOMER SATISFACTION

Customer satisfaction a business term is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspective of a Balanced
Scrorecard.
iv) MEASURING A CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while
targeting non-customers. Measuring customers satisfaction provides an indication of how
successful the organization is at providing products and/or services to the market place.
7
Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and
product/service. The state of satisfaction depends on number of both psychological and
of BSNL users.
physical variables which correlate with satisfaction behaviors such as return and
recommend rate. The level of satisfaction can also vary on other options the customer
may have and other products against which the customer can compare the organization’s
products.
Because satisfaction is basically a psychological state, care should be taken in the
effort of quantitative measurement, although a large quantity of research in this area has
recently been developed. Work done by Berry. Brodeur between 1990 and 1998 defined
ten ‘Quantity Values’ which influence satisfaction behaviour, further explained by Berry
in 2002and known as the ten domains of satisfactions. These ten domains of satisfactions
include : Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line service Behaviour, Commitment to the
Customer, and Innovation. These factors are emphasized for continuous improvement
and organizational change measurement and are most often utilized to develop the
architecture for satisfaction of measurements an integrated model work done by
Parasuraman Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customers satisfaction with a service by using the gap between the
customer’s expectation of performance and their perceived experience of performance.
This provides the measurer with a satisfaction “gap” which is objective and quantitative
in nature. Work done by Cronin and Taylor propose the “confirmation/disconfirmation”
theory of combining the “gap” described by Parasuraman Zeithaml and Berry as two
different measures (perception and expectation of performance into a single
measurement of performance according to expectation. According to Garbrand customer
satisfaction equals perception of performance divided by expectation of performance.
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The measure of customer satisfaction involve a survey with a set of statements

using a Likert Techinque or scale. The customer is asked to evaluate each statement and
in terms of their perception and expectation of the performance of the organization.

of BSNL users.
v) IMPORTANCE OF CUSTOMER SATISFACTION

The importance of customer satisfaction can not be underestimated. After
all customer satisfaction can impact every aspects of business from earnings to stock
profits. If business owners and potential business owners loose site of the fact that
they are in business for the customer and not for the money, then they will never have
a successful business. Business are prosperous & long lasting to the degree that they
truly do make customer satisfaction the centre of all they do.
Customer satisfaction means a variety of things for the business owner,
but the main thing it means is that the needs of the customer are the bottom line the
driving force behind all decisions that are made for the business. It means that gaining
& keeping customers is important enough to a business that they are willing to make
changes if necessary based on what customer want.
vi) IMPORTANCE OF CUSTOMER SATISFACTION

SURVEYS
Customer satisfaction surveys measure and evaluate the attitudes, opinions
and satisfaction levels of customer and clients.
Customer satisfaction surveys identify areas of business that do not meet
customer expectations. Not only are customer satisfaction surveys quick and
inexpensive to produce, they are also guaranteed to yield invaluable results.
Companies can then use the data to implement and revise policies and procedures.
Customer satisfaction surveys can be an important first step towards
achieving the ultimate goals of exceptional customer satisfaction, locality and
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retention. They provide a foundation in which an organization build upon customer

relationship.

of BSNL users.
A customer satisfaction survey encourages clients and customers to give business

vital feedback on issues that can affect customer retention, including :
• Overall satisfaction
• Product specific satisfaction
• Brand perception
• Pricing.
• Timeliness of delivery
• Customer service satisfaction
• Returns and exchange process satisfaction
• Interest in new products and services
Customer satisfaction surveys can help an organization optimize the relationship with
their customers/clients. Utilizing a professionally designed and administered customer
feedback survey can :
 Measure customer satisfaction levels.
 Improve customer retention.
 Gauge interest in new products and services offerings.
 Pinpoint areas for process improvement.
 Get actionable feedback at an affordable price.
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of BSNL users.
(b) About the company (BSNL)

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom services in
India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service,
MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has
become one of the largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with ICT
applications in villages and wining customer's confidence. Today, it has about 47.3
million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM
Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,
480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602
Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives to
bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in
the country to beat its reach with its wide network giving services in every nook & corner
of country and operates across India except Delhi & Mumbai. Whether it is inaccessible
areas of Siachen glacier and North-eastern region of the country. BSNL serves its
customers with its wide bouquet of telecom services.
BSNL is numero uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to suite every
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customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering
24 percent of all mobile users as its subscribers. That means that almost every fourth
mobile user in the country has a BSNL connection. In basic services, BSNL is miles
ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of
the subscriber base and 92 percent share in revenue terms.
of BSNL users.
BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS,
Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the
country.
BSNL has set up a world class multi-gigabit, multi-protocol convergent IP
infrastructure that provides convergent services like voice, data and video through the
same Backbone and Broadband Access Network. At present there are 0.6 million
DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration
and Maintenance of Switching & Transmission Networks and also has a world class ISO
9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million
(US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is
worth about Rs.630,000 million (US $ 14.37 billion).
BSNL plans to expand its customer base from present 47 millions lines to 125
million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733
crores (US$ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom
services and the desire to excel has made BSNL the No. 1 Telecom Company of India.
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of BSNL users.
Vision, mission & Objectives
VISION
To become the largest telecom Service Provider in Asia.
MISSION
i. To provide world class State-of-art technology
telecom services to its customers on demand at
competitive prices.
ii. To Provide world class telecom infrastructure in its

area of operation and to contribute to the growth
of the country's economy.
OBJECTIVES
• To be the Lead Telecom Services Provider.
• To provide quality and reliable fixed telecom service

to our customer and there by increase customer's
confidence.
• To provide mobile telephone service of high quality

and become no. 1 GSM operator in its area of
operation.
• To provide point of interconnection to other service

provider as per their requirement promptly.
• To facilitate R & D activity in the country.
• Contribute towards:
i. National Plan Target of 500 million subscriber base
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for India by 2010.

ii. Broadband customers base of 20 million in India by
2010 as per Broadband Policy 2004.
iii. Providing telephone connection in villages as per
government policy.
iv. Implementation of Triple play as a regular

commercial proposition.

of BSNL users.
( c) About the other major players existing in the

telecommunication
market.
Bharti Airtel
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti
Group, has a diverse business portfolio and has created global brands in the
telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail
Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully
launched an international venture with EL Rothschild Group to export fresh agri products
exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance
Company Ltd under a joint venture with AXA, world leader in financial protection and
wealth management.
Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first
private telecom services provider with a footprint in all the 23 telecom circles. Bharti
Airtel since its inception has been at the forefront of technology and has steered the
course of the telecom sector in the country with its world class products and services. The
businesses at Bharti Airtel have been structured into three individual strategic business
units (SBU’s) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The
mobile business provides mobile & fixed wireless services using GSM technology across
23 telecom circles while the Airtel Telemedia Services business offers broadband &
telephone services in 94 cities. The Enterprise services provide end-to-end telecom
solutions to corporate customers and national & international long distance services to
carriers. All these services are provided under the Airtel brand.
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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.

of BSNL users.
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 2007, based on the registered customers of mobile telecommunications

ventures in which it had ownership interests at that date, the Group had 252 million
customers, excluding paging customers, calculated on a proportionate basis in accordance
with the Company's percentage interest in these ventures.
The Company's ordinary shares are listed on the London Stock Exchange and the
Company's American Depositary Shares ('ADSs') are listed on the New York Stock
Exchange. The Company had a total market capitalisation of approximately £99 billion at
31 December 2007.
Vodafone Group Plc is a public limited company incorporated in England under

registered number 1833679. Its registered office is Vodafone House, The Connection,
Newbury, Berkshire, RG14 2FN, England.
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The Late Dhirubhai Ambani dreamt of a digital India — an India where the common man
would have access to affordable means of information and communication. Dhirubhai,
who single-handedly built India’s largest private sector company virtually from scratch,
had stated as early as 1999: “Make the tools of information and communication available
to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of
mobility.”
It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone.

of BSNL users.
This backbone was commissioned on 28 December 2002, the auspicious occasion of

Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6 July 2002.
Reliance Communications has a reliable, high-capacity, integrated (both wireless and

wireline) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for enterprises as
well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionising the way India communicates and

networks, truly bringing about a new way of life.
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of BSNL users.
(d) About Asansol Market

Asansol is the second largest city in West Bengal, after Kolkata. Situated in
Damodar River Valley, the city has evolved and expanded over time to a current
population of one million , ranking 23rd in India.
As per 2001 census, the population of Asansol is 475439. Male contribute 53% of
the population and females 47%. The literacy rate of Asansol is 73% , higher than the
national average 56.5%. 57% of the male and 43% of the female of Asansol city are
literate.
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of BSNL users.
Asansol’s economy is primarily based on the coal and steel industries. Asansol is
considered to be the major hub for the manufacturing steel industry , thanks to the
continued good performance and development of Chittaranjan Locomotive Works,
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extensive activities of Eastern Coal Fields, and the sanction of major investment for the
modernization of the IISCO Steel Plant of SAIL.
Asansol’s telecommunication market is flooded with the present major

telecommunication service providers such as Reliance India Mobile(RIM), Airtel,
Vodafone, and Tata Indicom apart from BSNL. It has been seen that premium and
quality conscious customers prefer Airtel and BSNL whereas most of the customers
within the low income group prefer RIM, Vodafone, or Tata. A healthy competition and
good business relationship exists among all the major telecommunication provider in the
Asansol market.

of BSNL users.
2. AIMS AND OBJECTIVE OF STUDY

1] To conduct a market survey and analyze the services by the Bharat Sanchar Nigam
Ltd.
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2] To collect the information on the attitude of the users/consumers to its dealer.
3] To find out the factors that influences the customers/users to buy BSNL-sewa.
4] To find the opinion on the performance of the service/product.
5] To find out the level of satisfaction about the after sale service provided by the dealer.
6] To find out whether the problems faced by the users are handled immediately or not.
7] To find out whether everyone is satisfied with his/her Product or Brand which he/she
is currently using.
8] To come out with necessary suggestion and feed-back so as to improve its sales and
service.
9] Formulating and upgrading overall Marketing Strategy.

of BSNL users.
3. STATEMENT OF PROBLEM
BSNL operates across the length and breadth of India(except the metropolitan cities of
[Mumbai] and [New Delhi] which is managed by [MTNL]. As it is the most trusted
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telecom brand of the Nation with its various services and operations, it is necessary to
adopt new technology with the horizon to attract more users/customers in Metros and
other areas.
The consumer market consists of the entire individual who purchase
goods/services for personal usage as the consumer/users differs both the demographically
and geographically all over the world.
A consumer may have a set of interest, taste in purchasing/buying the services
because several telecom sewa are being provided by the different companies in all over
India. So consumer have lots of option to switch over to another service provider because
every one claiming to be the best among others. So it is difficult to the service provider or
dealer to know the attitude of the customers for the service provided by dealer. The
reason for this is that the attitude keeps changing from generations to generations, year by
year, time to time and from age group.

of BSNL users.
4. A STUDY ON THE VARIOUS SERVICES PROVIDE BY

BSNL
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BSNL is the largest telecom operator in India and is known to everybody for Basic
Telephony Services for over 100 years. Presently the Plain old, Countrywide telephone
service is being provided through 32,000 electronic exchanges, 326 Digital Trunk
Automatic Exchanges(TAX), Digitalized Public Switched Telephone Network (PSTN)
all interlinked by over 2.4 lakh km of Optical Fiber Cable, with a host of Phone Plus
value additions to our valued Customers. BSNL's telephony network expands throughout
the vast expanses of the country reaching to the remotest part of the country.

of BSNL users.
Phone Plus Facility

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Gone are the days when basic telephones was

used only to make and receive calls. With the aid of state-of-the-art digital exchanges,
BSNL offers a host of phone plus services, converting old basic telephones to a
sophisticated tool which can be used for a variety of applications.
Call Waiting
This facility lets to receive incoming calls even when telephone is busy. We will
get a short duration pip-pip tone when we will be busy talking , indicating that another
call is waiting , provided we have activated this facility. We can talk to any one of the
callers keeping the other waiting. Complete secrecy of communication between the two
callers is maintained.
Hot Line
We may want to be connected directly to a pre-determined number as soon

as we lift the hand set even without dialing. At the same time we may want to have
the flexibility to dial any other number of our choice. It is possible to have this
facility in the digital exchanges by the delayed hotline feature. The number of our
choice can be programmed by the exchange staff at our request. After doing so if we
lift the telephone and do not dial within 5 seconds , we will be automatically
connected to the programmed number. However if we start dialing with in 5
seconds , we can make an outgoing call as usual.

of BSNL users.
Call Transfer (Call Forward)

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Useful for very mobile persons who may not want to miss incoming calls. Using
this facility Calls can be forwarded to another telephone number designated by you.
Automatic Wake-Up/Reminder Call Service
When we want to be given reminder at a specific time, all we have to do is to call

the exchange and leave the time we want to be reminded. The facility allows us to initiate
a call automatically by the exchange at a fixed time specified by the user of the
telephone.
Number/Call Hunting Service

If we have more than one telephone line, this facility is very helpful for our caller.
If the called line is engaged, our caller does not have to disconnect and dial other line(s).
This facility automatically transfers the incoming call to whichever line is free.
Calling Line Identification Presentation (CLIP)
The subscriber has to buy separately the CLIP display device from market. Using
this facility we can see the number of the calling party before lifting our telephone. Very
useful to trace malicious caller. However, the CLIP instrument shall be procured and
installed by the users themselves.
Calling Line Identification (CLI) Announcement Service

Dialing 164 and listening to the number of the phone line that we have used to
make the call. Very useful when in doubt about our phone number.
Phone Bell Check
Dialing 161 and after a few second replace the hand set. Our phone will ring very
soon. Useful for checking functioning or adjusting volume of bell of our phone. .
Electronic Locking For STD/ISD
For 100% protection against improper use, we can lock our telephone
electronically. Here, we only know the secret code. We can lock/allow Local, STD or
ISD calls in many way viz. all calls allowed, only local calls allowed, only STD & Local
calls allowed, all outgoing calls barred etc.
Call
conferencing
With this service telephonic conference can be set up within 3 or more
parties. This service is available subject to technical feasibility.

of BSNL users.
24
Cellular Service Overview
India's fastest growing cellular service , along with postpaid and prepaid services brings cellular
telephony to the masses, through innovative technology and strategic pricing.
This ambitious service uses state-of-the-art GSM technology to attain global excellence and
leadership in business. Our entry into this sector has brought GSM cellular service at an
affordable cost to the common man. All serving a single objective, to provide better
communication to millions across India.
Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh Cellular
customers within ten months of launch of Cellular service, an unprecedented mark in Indian
Cellular Market

of BSNL users.
25
Why should we choose BSNL Mobile?
• For the first time in the country, all major towns and cities are covered through r
network
• All major national and state highways are covered
• National and International SMS facility
• International roaming available for more than 300 networks across the world.
• The facility of one number roaming across the country
• Appropriate and reasonable tariff packages to suit every pocket
• Absolute transparency in billing. All regular features of cellular telephony, such as SMS
as well as advanced features like MMS are available.
• 24 Hour helpline all across the country.
• The only Mobile service available through out the country including Jammu and
Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, Mizoram etc.
BSNL Service Plus:

CellOne provides a number of Value Added Services. These services helps BSNL serve us
Label1
better & enhance the ease & quality of communication thus bringing global
connectivity at your doorstep.
Voice Mail Service

Value Added Services SIM Based service SMS based Services
Short Message Service (SMS)
Group Messaging
National & International roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
Unified Messaging Services: This provides Voice mail, FAX, e-mail, text to
voice
services on your mobile phone. So stay in touch with your nears and dears by
means you like the most.
Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet using
this service.

of BSNL users.
26
BSNL Mobile
BSNL Mobile offers us a host of value added services

and unmatched features not found in any other
Cellular service
As a proud subscriber of BSNL Mobile service we

can stay in touch with our nears and dears any where
in India because BSNL Mobile is the only Cellular
service which is available in all major cities and
covers all major highways. BSNL Mobile gives us all
India roaming facility (including Delhi and Mumbai)
and International roaming facility to more than 300
networks across the world.
As a BSNL Mobile subscriber we may enjoy benefits

like:
No security Deposit if we are an existing BSNL

subscriber
No security deposit or monthly rental for national
roaming
facility in Plan-325 & 525
Voice Mail recording and receiving facility free.
CLIP free
Call waiting and Call holding facility free
Missed call alerts by sms- free of cost!

27
of BSNL users.
A host of value added services are also available at very economical charges:
Voice Mail Service

Group Messaging
National and International Roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
In services like Prepaid cards, Universal Access No.split
charging,VPN etc
Wireless Application Protocol(WAP): Surf WAP enabled
websites on Internet using this service.
Unified Messaging Services: Integrate our Mobile phone with

the Internet and access our e-mails, faxes, voice mail etc on our
mobile phone.

28
of BSNL users.
BSNL MOBILE – Prepaid
BSNL Mobile prepaid service offers us a host of value added services and unmatched features not found
in any other Cellular service. All India roaming facility is also available on BSNL mobile prepaid
service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of Rs. 50/- is given to
all subscribers.
BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs. 500, Rs.
1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180 days respectively.
Moreover, on any later date if we want to convert our BSNL Mobile pre-paid scheme to post paid
scheme it can be done without paying any additional activation charge. The unutilized balance amount
will not be adjusted in the post-paid scheme. (this conversion facility is subject to technical
feasibility).
host of value added services are also available at very economical charges:
Voice Mail Service

All India Roaming
Call Forwarding(within same Service Area)
Call Conferencing
Call Waiting and Call holding facility
Wireless Application Protocol(WAP): Surf WAP enabled websites on Internet using
this service.
Unified Messaging Services: Integrate your Mobile phone with the Internet and
access your e-mails,
faxes, voice mail etc on your mobile phone
29

of BSNL users.
Wireless in Local Loop(WLL) Mobile Telephone
BSNL WLL-M is a communication system that connects customers to the The BSNL
Landlinenetwork using radio frequency signals instead of conventional copper wires, for the
full or part connection between the subscriber and the exchange This comes with superior voice
quality and high speed data capabilities. CDMA is popular with more than 100 million
subscriber worldwide, and the number keeps on increasing exponentially.
• Terminal Type: Hand Held Terminal.
• Service using Hand Held Terminal (WLL-M service)
In this case, subscriber can carry a small handset of CDMA technology. There is no antenna or
any other equipment at subscribers premises.
• Why Choose BSNL'S BSNL WLL CDMA Mobile
BSNL's WLL BSNL WLL service is the most reliable and affordable service giving you
the best of both fixed line telephony & Mobile telephony. It offers host of value added
services at virtually no cost to our esteemed subscribers. Customer may get the handset
by paying premium approx. Rs. 20/- per month only for the comprehensive policy taken
for the cost of handset.
SERVICES
BSNL WLL-M offers us a host of value-added services:
Voice-mail service: 24 hour personal call answering service

Call waiting: allows us to receive an incoming call while already engaged in one call
Call hold: allows us to put a current call on hold and make a second call
Call divert: allows us to divert calls within your SDCA
3-way call conferencing: allows a conference between 3 persons from our mobile
handset

30

of BSNL users.
CLIP (Caller Line Identification Presentation): enables us to view the number of the
calling person when you receive a call
CLIR (Call Line Identification Restriction): enables us to block presentation of our
own number on a called person's phone
Dynamic STD/ISD locking.
Data / Fax transmission (upto 14.4.kbps).
Morning alarm / Hotline
INTERNET
BSNL is India's no. 1 Internet service provider with more than 17 lakh subscribers,
providing Internet service throughout the entire country (except in New Delhi and
Mumbai) under the brand name of "Sancharnet". Sancharnet provides free all India
roaming and enables it's users to access their accounts, using the same access code
(172233) and user ID from any where in the Country. In order to make Internet available
through out the length and breadth of the Country Internet Dhabas are being
commissioned at all the Block Headquarters. BSNL has also started DIAS and Account
free internet access (CLI based) facility on few select cities recently.
BSNL has launched "SANCHARNET CARD" recently. The Sancharnet Card" is a

prepaid Internet Access Card with following features for customers:
• Self-register for internet access with our choice of userid

• Renew our existing Sancharnet Account
• Wide Range of Internet Access Packages
Web-Hosting Service is also provided by the BSNL. It allows customers to host their static or
dynamic web-sites on BSNL servers. Web hosting service provides basic features like Web-
space (Data Storage) on servers for hosting HTML pages with browser supported MIME
types, Primary or Secondary Domain Name Hosting, Server Side Scripting: Perl, Java
Servlets, JSP, Database Access( MySQL), Email Access and Web-email, Multiple Email IDs
as per the plan, Ftp access for uploading and downloading pages as per the plan, Continuous
usage billing for Web, Messaging and FTP etc.

31

of BSNL users.
Web Co-location Service: BSNL provides Internet services to the customers located in about
450 locations. Web Co-location is an easy and cost effective solution to house a company's
powerful infrastructure without losing the administrative control on the equipments. Web Co-
location eliminates much of the Infrastructure costs as well as the maintenance cost of such
equipments apart from avoiding the last mile problems. Web Co-location enables customer?s
equipment/ Servers to be treated as a part and parcel of the ISP network enjoying all the
facilities as the ISP servers.
SMS and BULK SMS Services It allows us to send SMS using Sancharnet Email service.
Sending SMS using Sancharnet account is very easy and cost effective. There is no need of a
mobile phone to send SMS. Moreover it is easy to type a message on computer keyboard.
BSNL is in the process of commissioning of a world class, multi-gigabit, multi-protocol,

convergent IP infrastructure through National Internet Backbone-II (NIB-II), that will provide
convergent services through the same backbone and broadband access network. The Broadband
service will be available on DSL technology (on the same copper cable that is used for
connecting telephone), on a countrywide basis spanning 198 cities.
In terms of infrastructure for broadband services NIB-II would put India at par with more
advanced nations. The services that would be supported includes always-on broadband access
to the Internet for residential and business customers, Content based services, Video
multicasting, Video-on-demand and Interactive gaming, Audio and Video conferencing, IP
Telephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs with
Quality of Service (QoS) guarantees. The subscribe will be able to access the above services
through Subscriber Service Selection System (SSSS) portal.
Key Objectives
• To provide high speed Internet connectivity (upto 8 Mbps)

• To provide Virtual Private Network (VPN) service to the broadband customers
• To provide dial VPN service to MPLS VPN customers.
• To provide multicast video services, video-on-demand, etc. through the Broadband
Remote Access Server (BRAS).
32

of BSNL users.
• To provide a means to bill for the aforesaid services by either time-based or volume-
based billing. It shall provide the customer with the option to select the services through
web server
• To provide both pre-paid and post paid broadband services.
Services available through Broadband

• High speed Internet Access: This is the always-on Internet access service with
speed ranging from 256 kbps to 8 Mbps.
• Bandwidth on Demand: This will facilitate customer to change bandwidth as per
his / her requirement. For example a customer with 256 kbps can change to 1 Mbps
during the video Conferencing session.
• Multicasting: This is to provide video multicast services for application in distance
education, telemedicine etc
• Dial VPN Service: This service allows remote users to access their private network
securely over the NIB-II infrastructure.
• Video and Audio Conferencing:
• Content based Services: Like Video on Demand, Interactive Gaming, Live and
time shifted TV
Wi-Fi
Wi-Fi Services have been introduced for providing high speed internet access at convenient
public locations hereunder called as Hot Spots. Installation of Hot Spots is already under
process at various cities/ locations.
Hot Spot Type-A is applicable for public utility services like Airports, Railway Stations,
Universities and their campus etc initially for a period of 90 days from the date of its launch.
Hot Spot Type-B is applicable for personal type of services like Hotels, private owned
institutes/ Colleges/ libraries/ Universities and their campuses etc. Prepaid schemes for Hot
Spot B owners on commission basis is also available.

33

of BSNL users.
Web Co-location Services
Internet services to the customers located BSNL provides in about 450 locations. Web Co-
location is an easy and cost effective solution to house a company's powerful infrastructure
without losing the administrative control on the equipments. Web Co-location eliminates much
of the Infrastructure costs as well as the maintenance cost of such equipments apart from
avoiding the last mile problems. Web Co-location enables customer?s equipment/ Servers to be
treated as a part and parcel of the ISP network enjoying all the facilities as the ISP servers. Web
Co-location provides the infrastructure at a nominal value keeping the customer comfortable
and focussed in maintaining the Applications /Services of the company. Apart from enjoying
the bandwidth and facilities, the customer retains control over his equipment, software and
operating system. The customer simply leases the physical space and high-grade, tier one
network access from BSNL the hosting provider.
TYPICAL APPLICATIONS
E-commerce, financial, B2B, email and other data storage and retrieval
FACILITIES
Any organization interested to host its server from an ISP premises. It includes the new
customer or the customer using the existing facilities of other ISP. Companies of all the sectors
can co-locate their servers without any difficulty on maintenance aspects BSNL provides
1. Air-Conditioned, dust free, fire-safe and secure space with racks (42 U) at the nodes for co-
location.
2. Necessary CAT5 cabling for connecting the server to the LAN.
3. AC and DC power supply.
4. One Sancharnet account of 100 hours to customer to enable administration of the server.
5. BSNL provides one IP Address per site on request

34

of BSNL users.
Web Hosting Services
?Anything and Everything on the Net? is the culture of the day. It has
become essential to keep the information about the organization and self in the cyberspace.
Web hosting is a service that allows users to post Web pages to the Internet. It allows users
to publish their own information resources to any Internet user interested in accessing them.
It is a business that provides the technologies and services needed for web sites to be viewed
on the web.
Web hosting utilizes the server/client model to distribute content. A web hosting
provider will offer its clients access to a web server that will push the client?s content to
recipients on request. Recipients use web browsers to request content from the Web over
their own Internet connection. BSNL provides the web hosting server and other technical
resources that are required to provide a consumer with their own customized Web site.
Web hosting services are more advantageous because they are outsourced, meaning
that the physical location of the web server does not reside at the consumer?s premises. By
outsourcing the Web, the customer effectively transfers responsibility for maintaining his
website to BSNL and obtain access to world- class capabilities to control IT functions. The
administrative control of the website remains with the customer, though the website is in the
BSNL server. Generally, Web hosting does not include authoring of a Web site or the
development of database-driven components or code. It is incumbent upon the consumer of
Web hosting services to develop this material or have it developed on his or her behalf.
Web hosting is offered to the consumer in multiple formats based upon the user?s
requirements. These requirements are incumbent upon cost and infrastructure provided.
The Web Hosting Services of BSNL has been launched and are being hosted
presently through web servers located at New Delhi and Bangalore. The number of sites will
increase based on the demand and the requirement of the customers of the country. By
hosting their pages through the Web servers of BSNL the customer can save lot of access
time. As the server is available within the safe hands of BSNL any modifications required by
the customer can be done immediately to suit the requirements.

35

of BSNL users.
The following are the salient features:
• Domain name hosting

• Web Publishing : HTML pages with Browser supported MIME pages
• Server side scripting: Perl. Java Servlets , JSP
• Web Server: Apache, Tomcat.
• Data base : MYSQL
• SMTP (Exim) and POP3 (apop3d) service for each domain
• Multiple e-mail ids per domain with flexible mail quota possible
• FTP access for uploading /downloading files
• Centralized authentication for SMTP, POP3,FTP and for administration
• Multiple Web Hosting Plans to choose
• Multi user Admin- Administration Console for the management of
services & usage reports.
• Multi User ? User Administration Console for limited management of
services and usage reports
• Data Transfer quota Exceeded Message Display.
• No hard limit on quota
Round the clock Technical report support through Help Desk
MPLS BASED VPN SERVICE
BSNL's IP Backbone using MPLS Technology:
Keeping pace with the technological trend to provide latest and varied value added services to
its customers, BSNL harnesses IP Infrastructure based on MPLS Technology to offer world
class IP VPN services. MPLS is an acronym for "Multi Protocol Label Switching".
MPLS VPN is a technology that allows a Service Provider like BSNL to have complete control
over parameters that are critical to offering its customers service guarantees with regard to
bandwidth throughputs, latencies and availability. The technology enables secure Virtual
Private Networks (VPN) to be built and allows scalability that will make it possible for BSNL
to offer assured growth to its customers without having to make significant investments. BSNL
would now be geared to provide Bandwidth on demand, Video Conferencing, Voice Over IP
(VoIP) and a host of other value added services that could revolutionize the way a corporate
business works!
36

of BSNL users.
MPLS based VPNs reduce customer networking complexity, costs and totally do
away with the requirement of in-house technical work force. Rather than setting up and
managing individual point-to-point circuits between each office using pair of Leased Lines,
MPLS VPN customers need to provide only one connection from their office router to a
service provider edge router.
BSNL has tied up with various Networking solution providers to provide end-to-end
solution to its valued customers, including Customer End (CE) routers and other
networking components.
What advantages does MPLS VPN have over other Technologies:
BSNL's primary objectives in setting up the BGP/MPLS VPN network are:
(i) Provide a diversified range of services (Layer 2, Layer 3 and Dial up VPNs) to
meet the requirements of the entire spectrum of customers from Small and
Medium to Large business enterprises and financial institutions.
(ii) Make the service very simple for customers to use even if they lack experience
in IP routing.
(iii) Make the service very scalable and flexible to facilitate large-scale deployment.
Provide a reliable and amenable service, offering SLA to customers
(v) Capable of meeting a wide range of customer requirements, including security,

quality of Service (QOS) and any-to-any connectivity.
(vi) Capable of offering fully managed services to customers.
(vii) Allow BSNL to introduce additional services such as bandwidth on demand etc over
the same network
ISDN
ISDN Has emerged as a powerful tool worldwide for provisioning of different services like
voice, data and image transmission over the telephone line through the telephone network.
ISDN is being viewed as the logical extension of the digitalization of telecommunication
network and most developed countries are in different stages of implementing ISDN.
37

of BSNL users.
An ISDN subscriber can establish two simultaneous independent calls (except when the
terminal equipment is such that it occupies two 'B' channels for one call itself like in video
conferencing etc.) on existing pair of wires of the telephone line (Basic rate ISDN) where
as only one call is possible at present on the analog line /telephone connection. The two
simultaneous calls in ISDN can be of any type like speech, data, image etc. The call setup
time for a call between two ISDN subscribers is very short, of the order of 1 to 2 seconds.
ISDN also supports a whole new set of additional facilities, called Supplementary Services
Leased Line
To transmit data between computer and electronic information devices, BSNL provides data
communication services to its subscribers. 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 of the cities. Managed leased Line Network (MLLN) offers flexibility of providing
circuits with speeds of n x 64 Kbps up to 2 Mbps. Useful for internet leased lines and
international principle Leased Lines (IPLCs).
For dedicated point to point speech, private wire, tele-printer and data circuits are given on
lease basis. Leased circuits are provided to subscribers for internal communication
between their offices/factories at various sites within a city/town or different cities/town on
point to point basis, or on a network basis interconnecting the various sites.
Managed Leased Line Service(MLLN): The MLLN is a Managed Leased Line Network
system which is proposed to provide Leased line connectivity. The State-of-the-art
technology equipment MLLN is designed mainly for having effective control, monitor on the
leased line so that the down time is very much minimised.
Speech Circuits (Hot Line or Private Wire) - Local or Long distance circuits within two
locations in a city or between two different cities provided for the same applicant. The
Terminating equipment at both ends is telephone without dialing facility. Both way
signaling and speech is possible.
Data Circuits - Local or Long distance data circuits at different speeds viz. nx64 kbps
and 2 mbps. Data Circuits are of different types:
38

of BSNL users.
Point to Point Data Circuits - Local and Long Distance
Private Data Network - More than one Local or Long Distance leased circuits converging on
a location such that data from one leased circuit can be transferred automatically to
another leased circuit for the same subscriber.
Closed User Group - Leased circuits can be used by more than one legal entity if they form
closed user group. The following categories of user groups constitute closed user groups
for the purpose of licensing Private Telecom Networks.
1. Producer of goods and his whole -sale traders /agents.
2. Provider of service (not being a telecommunication service) and his whole-sale

traders/agents.
3. Producers of same categories of goods.
4. Providers of the same category of service.
5. Holding company and its subsidiaries.
6. Interconnected undertakings.
7. Companies under the same management
8. Travel agents issuing tickets on the member airlines, whose network they use
including the network of a group of member airlines.
9. Computerized Reservations System (CRS) service providers owned by airlines.
10. Shared networks of banks for use of Automatic Teller Machines (ATMs), Electronic
Points of Sale(EPOS)/credit authorization terminals.
11. Financial institutions registered primarily to deal in securities and their

agents/dealers.
12. Financial institutions registered as Mutual funds and their agents.
13. Financial institutions which are registered as depositories and their agents/dealers.
14. Other non-banking financial institutions

39

of BSNL users.
Intelligent Network
Recognizing the rising expectation and requirements of the customers, BSNL endeavors to
harness the rewards of telecom revolution. Towards this, we have redefined the term
'telecom service' by introducing value added services in the form of intelligent network.
This technology makes possible, time and cost effective services, optimized solutions,
meeting the exact needs of the customers, in additional business for you.
Services Offere d
Free-phone Service - Call charges paid by the called person. Ideal for service and
Tourism industry.
Premium Rate Servic e - A great tool for professionals to sell pric ed
information/c onsultation on phone.
Indian Telephone Ca rd - A pre-paid facility for making local,STD or ISD c alls from
any telephone.
Virtua l Private Network - Normal telephones programmed to work as cheaper and
flexible - nationwide - private network.
Voice Virtual Private Network - The Voice VPN service enables the subscribers to
establish a private network using public network resources.
Universal Numbe r - A unique numbe r nationwide.
Universal Persona l Number - A unique persona l number nationw ide.
Tele voting - for conducting opinion polls and surveys using BS NL network.
Account c alling Card - For those who want to have a permanent acc ount with BSNL
can make use of this service. This is similar to India Telephone Card.

40

of BSNL users.
Video Conferencing
Video Conferencing service allows multiple participants to converse with each other regardless
of their location through the video end-points or Personal computers. It involves Video and
Audio communication. It's about connecting people. A video conference subscriber can add two
or more video participants in a particular conference. The customers can schedule their video
conferences through the Web. The video conferencing service can be availed by any user
through IP or ISDN interface. The service is available to existing BSNL subscribers only. The
Video end-point required for conferencing should be ITU - H.323/H.320 compliant. Any
conference scheduled can have both Dial-in and Dial-out participants on either IP or ISDN. The
customer will have to procure the video end-point from the market. Personal computer user can
download the software called "PVX" from BSNL's Video Conferencing Portal to avail the
Video Conferencing facility with their web-cam. This software will be made available shortly at
BSNL's Video Conferencing Portal.
Audio Conferencing
Audio Conferencing service allows multiple participants to converse with each other regardless
of their location through the normal fixed line telephone or cellular phone. An audio conference
subscriber can add two or more participants in a particular conference. The customers can
schedule their audio conferences through the Web or through IVR. The service is available to
existing BSNL subscribers only. Any conference scheduled can have both Dial-in and Dial-out
participants. Conference can be scheduled one time or standing. A standing conference is
always on. The authorized participants has just to dial in a particular telephone number
followed by a password to enter into a conference.
On demand conference can be made. The chairperson can invite several users one by one in the
conference without using the web. He/she has to just dial a number followed by certain number
and the called party number for doing a conference call
Inet
Change your way of doing business by networking your computers, data terminals, hosts and
LANs in different offices and manufacturing units both within the country and outside, through
Inet - an X.25 based packet switched Public Data Network of BSNL . It provides extremely cost
effective and reliable solution to your High Speed Wide Area Networking needs.

41

of BSNL users.
Inet can be used in the following applications :
o Electronic Mail Services
o Corporate Communications
o Information Retrieval
o Database Services
o Remote Job Applications
o Credit Card Verifications
o Travel Reservations
o INTERNET connectivity
HVNET
HVNET the High Speed Satellite based VSAT network of Department of Telecom Services,
provides high speed data transfers (up to 64 Kbps) and voice communication service covering
the entire country

42

of BSNL users.
Services on HVNET
Data communication at speeds up to 64kbps.
Support of X.28 and X.25 protocols for data communication.
Voice facility on the VSAT with connection to public telephone network(PSTN of BSNL)
Access to BSNL's RABMN network and Inet Phase I & II networks.
Access to International data networks through GPSS of VSNL.
Shell account access to subscribers of the Internet.
Benefits
By opting BSNL's HVNET Vsat
o We can have FTP among your offices located at different places.

o Our EDP section will have a reliable communication medium.
o We can connect HVNET VSAT service to our LAN server or Router.
o We can access a centralized Mail Server.
o TCP/IP facility to access BSNL's Internet Service will also be provided in
future.
RABN
Remote Area Business Message Network provides instant data communication between
computers and data terminals. This is a satellite based network that provides communication to
any remote part of India.
Services on RABMN
Interactive data communication at speed up to 9600 Bps
Access to Packet Switched public Data Network(Inet)
Access to International Data Networks through Gateway Packet
Switch(GPSS) of VSNL
Access to National /International Telex Networks
PSTN dial-out facility through Inet
Access to Internet
Access to HV NET
43

of BSNL users.
RESEARCH AND METHODOLOGY OF STUDY

(a) DESCRIPTION OF MARKET RESEARCH
Market research is the systematic design , collection, analysis and reporting the findings
relevant to specific marketing situation that the company faces in regard to specific marketing
problems.
Manager can not always wait for the information to achieve in bits and pieces from the
marketing system. They often require formal studies of the specific situation. In each situation,
the marketing intelligence will not provide the detailed information needed by the managers. So
it is required to go for market research.
Market research is the function that links the marketer to the consumer and the public with
information. It is used to identify and define marketing opportunities and problems, to generate,
define, evaluate the market, to monitor marketing performance, and to improve understanding
of the marketing processes.
Market research engage in a variety of activities, ranging from market potential and market
share studies, to asses the consumer satisfaction and purchase behavior to the studies, product
distribution and promotion activities. A company can conduct market research in its own
research department or have some outside agency to do it. Whether a company uses outside
agency its own research depends upon their skills and resource available.
RESEARCH PROCESSES :
The Marketing Research Process CONSISTS OF FOUR STEPS : -
1) Defining the key problems and research objective.

2) Developing the research plan for collecting information.
3) Implementing the research plan.
4) Interpreting and reporting the findings.
44

of BSNL users.
(b) SAMPLING PROCEDURE

Convenient sampling was used for the study. This because of the fact that extensive
consumer had to be covered within a stipulated time.
However all precaution were taken to avoid sampling and field errors by uniform
coverage of the consumer chosen by sampling.
Sampling Instruments :
Questionnaires containing as set of printed questions were used for data collection.
Sampling Size :
A total of 100 questionnaires were administered to gather information as per the objective
laid down.
Processing and Analysis of Data :
The after being collected was processed and analyzed in order to draw inference and find
solution to the problem. The processing of data consists of editing, coding and Tabulating of
data and appropriate statistical techniques were used which ultimately helped analysis and draw
conclusions.
45

of BSNL users.
(c) SOURCES OF DATA

Keeping in view the objective of the study, the conventional Market Research program was
adopted and the procedure. For the study consists of the following elements.
The data was collected through two sources. They are Primary sources and Secondary
sources.
1] PRIMARY SOURCE
The information, which was collected using Questionnaire Method from the respondents,
is a primary source of data. It is original data gathered especially for project study. It includes
direct contacts with the respondents regarding their responds towards the product/service.
2] SECONDARY SOURCE
Secondary source of data include the finding on the basis of Research done by outside
Organization. It includes the information collected from various sources both Internal and
External such as journals of marketing company, brochures and reference books on the study.
46

of BSNL users.
(d) DATA COLLECTION INSTRUMENTS

While deciding about the method of data collection to be used for the study, the
researcher should keep in mind two types of data, they are:
1] PRIMARY SOURCE
The primary data are those which are collected fresh and for the first time.
2] SECONDARY SOURCE
The secondary data on the other hand are those which are already been collected by
someone else and which have already been passed through the statistical processes.
COLLECTION OF DATA THROUGH QUESTIONNAIRES
This method of data collection is quite popular particularly incase of big enquiries. In this
method a questionnaire are sent to the person concerned with a request to answer the question
and return the questionnaire.
47

of BSNL users.
(e) FIELD WORK
The field work was carried in different places like public gatherings, offices,
promotions and colleges situated in Asansol city only.
RESEARCH ON CONSUMER BUYING PROCESS

This is an important process which has a vital role in consumer
behavior study. This is the first essential step to understand consumer
behavior. The objective of study of consumer buying process is to know
how a consumer makes his decision regarding buying or not buying any
commodity. In most cases, a decision involves the selection of an option
from two or more attractive choices.
The buying process is the process of decision-making leading to a

purchase function. It represents a problem-solving approach. The
mechanism is the same as in any processing activity in which we supply
some input followed by the processing activity in which we supply some
input followed by the processing activity and finally the output comes
before us.
INPUT PROCESS OUTPUT

The simple model given in the figure is composed of three stages –
‘Input, Process, Output’. Input is a stimulus variable, namely, the firm’s
marketing efforts and the social environment. The first marketing efforts
48
are designed to positively expose, inform and influence consumers.

These efforts include product/service itself, advertising, price strategies,
distribution network, and in fact all marketing functions. For example,
when a company introduces new brand of detergent powder or a
television set, it may run a series of radio commercials with supporting
press advertisements. The social environment serves as a non-
commercial source of consumer information and influence which is not
under control of the firm. It includes reference groups and individuals,
members of the family, social class and castes, culture, and the like.
Both these stimulus variables influence consumers and buying process.
49

of BSNL users.
(f) METHODOLOGICAL ASSUMPTION

Questionnaire was only research instrument used by asking a series of questions.
The questionnaire was prepared by keeping in mind the following factors – Simplicity,
complexes of the data in the logical sequence of questions.
1. The data have been collected by circulating questionnaires to select a few

sample audiences only.
2. All primary data is draw and reflects the actual intention of the respondents.
3. The data collected has been coded, tabulated and analysis into logical statements
using sample statistical methods viz- Tally making, Average Mean method,
Analysis and pie-charts.
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30
10
S NO
LOW
LOW
POOR POOR
MODERATELY
LANDLINE
AVERAGE BRAND ENGINEER
20 10
20
10 10
10 20 20
105 10 510
5,00040 5 TO10,000
10
AVERAGE
NO NO Rs10,000
0
2010 0 0
102 20% 0% 30
20 5 30 NO
POOR SATISFACTO
POOR NO
LOW BELOW
BEYOND
HIGH
YES MY
YES DOCTOR
BROADBA
YES IMAGE
REASONABLE AVERAGE
20 50 20 25NOAVERAGE
NONO
A comprehensive study on various services 5520
10 10
10
10
5
20
5510
10
10
10
5,00020
0 20
5
10
0 TO
5,000
505,000
0 TO
0% TO
0205
5,000
30
10,000
015 10,000
10,000
10,000
MALE
01010,000AND EXCELLENT
LOW
15 BELOW
AND
BRAND
0 520 RY RELIABILITY
BROADBANDBEYOND
15 TO 40 yrs.
RELIABILITY
EXPECATIO
EXPECTATIO
CREATING
ND
BEYOND
PRICE
MY
CREATING YES
BUSINESS
0 5,000 10,000
OTHER
10 0 ENGI- BUS- ABOVEEXPECTATI

ENGINER
BUSINESS
10 5,000 20
EGIN- 10,000 IMAGE
NO 41 TO
NO NO66 yrs.
CREATING
RELIABILIT Y
00 000 010,000 10,000
10,000
ENGI- AND AND
Rs.
BUS-
AND 41BUS-
ABOVE BELOW
10 BEYOND
CREATINGMY
NEXCELLENT
10
15
TO TO
EGIN- 0ENG-
AND TOBUS-
BUS- BELOW
POOR NEXPECTATION
EXCELLENT
EXCELLENT
PROBLEM
PCO MY
000 TO
15 ENGI-
TO10
NO. 5OF 41 TO
BUS-
10 AND 5,000- 0 10,000 BEYOND
5 EXPECTATION
PCO
PROBLEM ONNO
PROBLEM
00015
0 CREATING
DOCTOR
NEER
0
NEER INESS
0EEER
TO
ABOVE
ABOVE
ABOVE
INESS AND INESS
Rs. EXPECTATIO
EXPECTATI
PROBLEM
EXPECTATION
15
TO
NO.
NO MALE
MALE TO
OF
OF
NO.40 40 41
SUBSCRIBER
SUBSCRIBER
OF
MALE 41
FEMALE
TO
40 TO
66
FEMALE
SUBSCRIBER
EEER 60
INEER
66 INESS
0FEMALE INESS ENGINEER OTHERS
0 NO.NO.
15
NO. MALE
MALE
40 OFOF
MALE
TO
OF 40
No.
Yrs. SUBSCRIBER
10,000
NO 0of
OF
SUBSCRIBER
SUBSCRIBER
NEER
SUBSCRIBER
10,000
15
15 TO 0
TO 66
41 FEMALE
FEMALE
41
FEMALE
FEMALE
4040 ABOVE
TO
Yrs.
TO
INESS
MALE
ABOVE41 66
41 66
Subscriber
SUBSCRIBER
10,000
TO TO6666
0
SPROBLEM
AND EXPECTATION
HIGH
10,000 NO OF ABOVE NS
ONS OTHER
ENGINEER RELIABILITY
NO. OF SUBSCRIBER 15SUBSCRIBER
MALE TO 40 41EXCELLENT
FEMALE ABOVE
TO 66
QUALITY OF
SERVICE
TOTAL
50
51

of BSNL users.
52

of BSNL users.
1.
53
o
54

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1

A comprehensive study on various services

A comprehensive study on various services

A comprehensive study on various services

I hereby declare that the project entitled “A comprehensive study on various

A comprehensive study on various services

REASON FOR CHOOSING THE TOPIC

A comprehensive study on various services

ii) CUSTOMER VS. CONSUMER

A comprehensive study on various services

iii) CUSTOMER VS. CONSUMER BEHAVIOUR

WHAT IS CUSTOMER SATISFACTION

iv) MEASURING A CUSTOMER SATISFACTION

Customer satisfaction is an ambiguous and abstract concept and the actual

The measure of customer satisfaction involve a survey with a set of statements

A comprehensive study on various services

v) IMPORTANCE OF CUSTOMER SATISFACTION

vi) IMPORTANCE OF CUSTOMER SATISFACTION

retention. They provide a foundation in which an organization build upon customer

A comprehensive study on various services

A customer satisfaction survey encourages clients and customers to give business

A comprehensive study on various services

(b) About the company (BSNL)

A comprehensive study on various services

ii. To Provide world class telecom infrastructure in its

• To provide quality and reliable fixed telecom service

• To provide mobile telephone service of high quality

• To provide point of interconnection to other service

• To facilitate R & D activity in the country.

for India by 2010.

iv. Implementation of Triple play as a regular

A comprehensive study on various services

( c) About the other major players existing in the

A comprehensive study on various services

At 31 December 2007, based on the registered customers of mobile telecommunications

Vodafone Group Plc is a public limited company incorporated in England under

A comprehensive study on various services

This backbone was commissioned on 28 December 2002, the auspicious occasion of

Reliance Communications has a reliable, high-capacity, integrated (both wireless and

Today, Reliance Communications is revolutionising the way India communicates and

A comprehensive study on various services

(d) About Asansol Market

A comprehensive study on various services

Asansol’s telecommunication market is flooded with the present major

A comprehensive study on various services

2. AIMS AND OBJECTIVE OF STUDY

2] To collect the information on the attitude of the users/consumers to its dealer.

4] To find the opinion on the performance of the service/product.

9] Formulating and upgrading overall Marketing Strategy.

A comprehensive study on various services

A comprehensive study on various services

4. A STUDY ON THE VARIOUS SERVICES PROVIDE BY

A comprehensive study on various services

Phone Plus Facility

Gone are the days when basic telephones was

We may want to be connected directly to a pre-determined number as soon

A comprehensive study on various services

Call Transfer (Call Forward)

Automatic Wake-Up/Reminder Call Service

When we want to be given reminder at a specific time, all we have to do is to call

Number/Call Hunting Service

Calling Line Identification (CLI) Announcement Service