Summer Training Project Report

On

“Study on Factors Influencing the Disconnection of Landlines of

BSNL”

Submitted to

KHALSA COLLEGE

In partial fulfillment of the requirement for the

Award of degree of

Master of Business Administration (MBA)

Submitted by Project Guide

Karandeep Singh Suman Negi

Roll No: 32123 HR Manager

1
 DECLARATION

This is to certify that the project report entitled “Study on Factors Influencing the Disconnection of
Landlines of BSNL” at Elysian Corporation is a bonafide piece of work conducted under the
supervision of Mrs. Suman Negi (HR Manager). No part of this work has been submitted for any other
degree of any university. The data sources have been duly acknowledged.

Date: Student’s Signature

ACKNOWLEDGEMENT

2
CHAPTER CHAPTER TITLE Page No.
With the great pleasure I am presenting “(A study of Factors influencing the disconnection of landlines
of BSNL)” Project report as part of the curriculum of Master of Business Administration.

I am very thank full to God Almighty who gave me the courage to complete this complex task To carry
out this research work I have got the help from my Parents who have given full support to carry out this
research work.

I express my gratitude and thanks to Mrs. Suman Negi (HR Manager) for their invaluable co-operation,
continued support and guidance as well as healthy criticism throughout resulting works.

It is my privilege to express my indebtedness to my respected teachers, my parents and friends without

those help, this project could not have been completed. Their able guidance, encouragement and
valuable suggestions led my way pass easily through most difficult period of the project.

I would also like to thank the faculty and staff of Khalsa College, Mohali without their guidance and help
this project would not have been possible.

I would like to thank Ms. Shiwani Dawar who helped me in my project. I am also thankful to the
employees of Elysian Corporation. Who have supported me & helped me in filling the questionnaire.

Student Name:

Semester:

Roll No:

3
 Declaration 2
Acknowledgement 3
Table of content 4

1 EXECUTIVE SUMMARY 5-9

 Company Introduction
 Product Profile
 Need Of The Study
 Scope Of Study
2 REVIEW OF LITERATURE 10-12

Outline Of The Project

Customer Satisfaction

Tools For Tracking And
Measuring Customer
3 RESERCHSatisfaction
METHODOLOGY 13-14
 Sources of recruitment
 Research design:
 Sample design:
 Sample size
 Sampling technique
 Data collection and analysis
4 DATA ANALYSIS AND 15-28
INTERPRETATION
 Introduction
 Findings of the study
 Suggestions and
recommendations
5 CONCLUSIONS
 Conclusion 29

5 REFERENCES/BIBLIOGRAPHY
 Limitation of the study 30
6 APPENDIX1: QUESTIONNAIRE 31-33

TABLE OF CONTENT

CHAPTER -1

Executive Summary
4
 ELYSIAN CORPORATION is an ISO 9001:2008 certified Company and approved
from Ministry of Corporate Affairs. We are IT Company dealing with Web Development
and IT solutions for National and International Clients. We are working on different
development domains. ELYSIAN CORPORATION having highly skilled team will take
great care to fully understand individual requirements. We are here to CREATE YOUR
IDEAS. We are growing for green environment. ELYSIAN CORPORATION Delivers
full range of Web Designing, Industrial Automation, Glow sign Boards, Home Security
systems etc. We are mending for CUSTOMER SATISFACTION. In today’s business
environment, operations cannot be separated from technology and therefore we aim to
provide a holistic service to our clients. Our purpose “Soaring to Excellence”

 ELYSIAN CORPORATION remains focused on its prime objective- to deliver high

quality solutions to its clients at optimum costs by adopting the most relevant and
advanced technologies through empowering professionals and building trust-based
relationships with its clients. We can optimize your core operations to drive best-in-class
efficiency and help fund the transformation and innovation.

 ELYSIAN CORPORATION was set up in 2012 and has worked with more than 36+
different clients from different parts of, North region of INDIA.

Key Offerings of Elysian Corporation:

• Active professional networking

• Individual/Corporate Branding

• Micro blogging

• Head hunting/Hiring

• Individual & Brand: Promotion and Advertisement

• Participation in Q and A sessions

• Discussions in Communities

5
 • Participation in Industry Events

OUR VISION

We strive to become a premier IT services provider passionate to help our clients attain cutting-
edge knowledge hence providing them exceptional and best customer service and support.

OUR GOAL

To grow and flourish as a leading company, to be admired globally to provide utmost IT infrastructure
and technical support services.

Services Offered by Company

6
Company Premium Clients

PRODUCT PROFILE:

7
Cellular Telephone is

 A wire-less Telephone network.

 Connected to a fixed line network.
 One can make and receive all Local, Long Distance and International calls.
 It offers valve added service like SMS. Call Divert, Roaming.
 BSNL provides excellent audio with digital technology.
 BSNL is technologically backed by ERICSSON. Which provide the mainswitching
centre (MSC) and base-station.
 FUJITSU provides Microwave back bone.
 BSNL has many main switching centers (MSC) for better communication.

NETWORK:

Cellular communication network is divided into coverage areas.

 In each coverage area there is a base station. In this base station, there is one tower and
Air-conditioned room containing “BSNL” switching radio equipment

 Base station helps to receive, send and route calls to users in that area.

 All base stations are connected to Main Switching Center (MSC).

 Main Switching Center helps in making connection calls, traffic management and
transferring calls, as users move from one coverage area to another, while making the
calls.

NEED OF THE STUDY

8
  Customer satisfaction is must to understand the likes and dislikes of the
customers regarding service

 To evaluate understand the channels and how they working.

 To know whether customer receive the service on time, and is it full filling their needs to
the desired levels

 This would help to plan for the better channel and improve CRM activities which assure
the customer to be satisfied

SCOPE OF STUDY

 The study helps to understand whether the customer is satisfied or dissatisfied

 To find the various factors that causes the dissatisfaction to the customer and overcome
those by a better strategy

 To channel the distribution which will enable to reach the customer and communicate

 This will ultimately lead to customer satisfaction

Chapter -2

9
 REVIEW OF LITERATURE

OUTLINE OF THE PROJECT

In the modern world everything becomes close to everyone because of the

improvement in the science & technology and also in the research & development.
Innovation of new product changes the life style of common man. In the dynamic
environment it has become essential to have competitive edge over others in every
sphere of life. Faster mode of communication for any purpose can provide a solution
for this A Few years back the telephone was considered to be an extra ordinary thing
&status symbol; but now most of the people are using basic telephone services &
also mobile phone has become a part of day today life. In India cellular phones were
introduced in mid of the nineties in the metro cities but now most of the towns are
connected by cellular network including remote villages. The overcoming of
communication barriers has helped everyone to grow relationship with others.
Information & ideas are being exchanged at a faster rate in order to update & enrich
& leading them to prosperity In order to have proper understanding of this study it is
necessary to discuss some of the marketing related concepts.

Definitions Marketing:

Marketing is a social & managerial process by which individuals & group obtain
what they need & want thought creating offering & exchanging products of value
with other. Products defined as broadly to cover “anything that can be offered to
someone to satisfy a need or want customer.

Customer Satisfaction
Though customer’s bye an industrial machinery or consumer product or service
oriented products they all expect certain level of satisfaction of particular needs.
This needs-based satisfaction will depend upon customer’s perception of product or
service performance. The satisfaction derived will be in proportion to the difference

10
between actual performance and perceived performance of a product. The lower the
difference the greater will be the satisfaction.
The satisfaction can be defined as “a person’s feeling of pleasure or hisdisappointme
nt resulting from comparing products perceived performance (or outcome) in relation
to his or her expectations”. As this definition makes clear satisfaction is a function
of perceived performance and expectations.
If the performance fall shorts of expectations, the customer is dissatisfied. If the
performance matches expectations the customer is satisfied. If the performance
exceeds expectations the customer is highly satisfied or delighted. Many companies
are aiming for high satisfaction because customers who are first satisfied still find it
easy to switch when a better offer comes along. Those who are highly satisfied are
less likely to switch. High satisfaction or delights creates an emotional affinity with
the brand, not first a rational preference. The result is high customer loyalty. Buyer
expectations are influenced by their past buying experience, friends and associates advice and
marketer and competitor’s information and promises.
Today most successful companies are raising expectation and delivering performance
to match. These companies aiming for T.C.S -Total customer satisfaction. The challenge of
implementing T.C.S is to create a company culture in which everyone within the
company aims to delight the customer.

For customer-centered companies, customer satisfaction is both a good and

marketing tool. Companies that achieve that high customer satisfaction rating make
sure, that their target market knows it. The companies must pay close attention to
their customers defection rate (the retreat which they lose customers) and take steps
to reduce it. Based on this the companies are recognizing the importance of
satisfying and retaining current customers. The better approach for retention of
customer is to deliver high customer satisfaction.

TOOLS FOR TRACKING AND MEASURING CUSTOMER

SATISFACTION
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(1) Complaint and Suggestion System

A customer – centered organization makes it easy for its customer to deliver

suggestion and complaints. These information flows provide companies with many
good ideas and enable then to act more rapidly to resolve problem.

2) Customer Satisfaction Surveys:

Most of the times the companies cannot use complaint levels as a measure of
customer satisfaction. Responsive companies offer a direct measure of customer
satisfaction, by conducting periodic surveys. They send questionnaires or make
telephone calls to a random sample of recent customers and ask their satisfaction
levels. While collecting satisfaction data it is also useful to ask addition questions to
measure the customers repurchase intention; this will be normally high if the
customer’s satisfaction is high.

(3)Ghost Shopping:

Companies can hire persons as potential buyers to report their finding on strong and
weak points, their experience in buying the company’s and competitor’s products.

(4)Lost Customers Analysis

Companies should concentrate on customers who have stopped buying or who have
switched to learn why this happened. It is important to conduct exit interviews when
customer first stop buying and also monitor the customer’s loss rate which if
increasing indicate that the company is failing to satisfy its customers.

CHAPTER – 3
RESEARCH METHODOLOGY

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Research design

Since the researcher made an attempt to measure the various contributing factors of customer
satisfaction & their association with selected socio-demo CHART is variables a descriptive
research design was adopted

Pilot study

Since the researcher made a number of visits to the selected organization to

findout the feasibility of carrying out his research studies. During his visits he had discussions
with territory managers of BSNL. This helped the researcher to arrive at are search problem

Universe
The present research includes two thousand five hundred subscribers of BSNL cellular services.

Sampling Design
The researcher used simple random sampling technique using lottery method(probability
method) to draw three hundred respondents from the customer record of BSNL.

Source of Data
The source of data collection was a primary source. The information required for the study was
directly collected from the respondents Secondary sources like company records were used for
collecting the details of the universe.
Tools for Data Collection
The researcher adopted questionnaire method to measure the customer satisfaction.

Questionnaire
The questionnaire consists of the following
 Personal data

13
  Importance of communication
 Influencing factors that opt for cellular communication
 Value added service
 Difficulties with service
 Tariff
 Customer care
 New features
 Other choice of services
 Suggestion for improving the service

Data Collection Process

The researcher explained the purpose of the study to the customer, He also explained each and
every dimension of the study questionnaire given to respondents and their responses were
recorded It took nearly two months for the researcher it took two months to collect the data from
the respondents

Problems Encountered By the Researcher

Difficulty confronted by the researcher in explaining about each and every dimension to
customer in orders to get accurate data.

Some of the respondents were not ready to part with required information readily. Researcher
had to make extensive travel in the town to conduct the survey. This has delayed the
data collection process to some extent.

CHAPTER – 4

DATA ANALYSIS AND INTERPRETATION

14
TABLE NO: 1

AGE GROUP

AGE GROUP NO OF RESPONDENT Sn = 50

20-30 30

31-40 11

41-50 9

CHART NO: 1 AGE GROUP

AGE GROUP

18%

20-30
22%
60% 31-40
41-50

INFERENCE:

From the above it is inferred that maximum respondents were within the age group of 20-30
(60%) The next category being the age group of 31- 40 with 22%. The age group of 41-50 falls
in the last category with 18%

TABLE NO: 2 OCCUPATIONS

OCCUPATIONS NO OF RESPONDENT Sn = 50

15
BUSINESS 25
PROFESSIONALS 15
GOVT. EMP 10

OCCUPATIONS
0%

40% STRONGLY AGREE

AGREE

60% NOT AT ALL AGREE

INFERENCE:

It is inferred from the above table that majority of respondents belong to business class that is
50%. In the next, professionals employees are falling under the category of (30%) and 20%
respectively.

TABLE NO: 3 INCOMES

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INCOMES NO OF RESPONDENT Sn = 50

BELOW 10000 5
10000-16000 10
16000-20000 20
20000-30000 15

INCOMES

10%
30%
20%
BELOW 10000
10000-16000
16000-20000
40%
20000-30000

INFERENCE:

The above table shows that people having an of income 10000 to 16000 form a
considerable percent 20%, people having an of income 16000 to 20000 form a
considerable percent 40% and people having an income below Rs10000 formed the last category
of 10%

TABLE NO: 4 IMPORTANCE OF COMMUNICATION

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 OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 19
AGREE 30
NOT AT ALL AGREE 1

IMPORTANCE OF COMMUNICATION
4%

40% STRONGLY AGREE

AGREE
NOT AT ALL AGREE
56%

INFERENCE:

It is inferred from the above table that majority of respondents agree that the communication
should be faster.

TABLE NO: 5 CONVENIENCE OF COMMUNICATION

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 30
AGREE 18
NOT AT ALL AGREE 2

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 CONVENIENCE OF COMMUNICATION

4%
40%
STRONGLY AGREE
56% AGREE
NOT AT ALL AGREE

From the above table it is observed that majority of respondents feel strongly agree that
convenience of communication is good.

TABLE NO: 6

USAGE OF CELLULAR PHONES

YEARS NO OF RESPONDENT Sn = 50
LESS THAH ONE YEAR 20
1-2 YEAR 25
2 YEAR 5

USAGE OF CELLULAR PHONES

4%

40%
STRONGLY AGREE
56% AGREE
NOT AT ALL AGREE

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It is inferred from the above table that there are 50% of respondents
are using cellular phones for a period of 1-2 years. 40% of respondents are using cell phones for
the past one year only. 10% of the people are using cellular phones for more than two
years. This shows that mobile communication has been growing very fast in recent times.

TABLE NO: 7 INFLUENCING FACTORS FOR CELLULAR PHONES

FACTORS NO OF RESPONDENT Sn = 50
REFERENCE 5
OCCUPATION 25
CONVENIENCE 15
SPEEDYCOMMUNICATION 5

Above table shows that using cellular phone is very popular among occupational group as this
factor is forty 50% and factors like convenience, speedy communication and reference are
having lesser influence

INFLUENCING FACTORS FOR CELLULAR

PHONES
4% 4%

STRONGLY AGREE
38%
AGREE
NOT AT ALL AGREE
54% UNREASONABLE COST

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Table No: 8 Ranking Of Value Added Service

OPTION NO OF RESPONDENT Sn = RANK

50
SMS 30 1
Call Divert 10 2
Call Waiting 5 3
Call Hold 5 4

It is inferred from the above table majority of respondents, that is sixty percent (60%) rank
S.M.S. as the value added service followed by first call divert, call waiting, and call hold ranked
as second third and fourth ranks respectively. From above it is clear that the more value added
services like SMS would attract prospective customers

Ranking Of Value Added Service

4% 4%

STRONGLY AGREE
38%
AGREE
NOT AT ALL AGREE
UNREASONABLE COST
54%

TABLE NO: 9 Difficulties in service

Difficulty NO OF RESPONDENT Sn = 50
COVERAGE 28
ROAMING 10
AIR TIME CHARGES 10

21
UNREASONABLE COST 2

Difficulties in Service
STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%
30%

From the table it is inferred that majority of respondents fifty six percent (56%) are
having problem in coverage and twenty percent (20%) respondents are having difficulty in air
time charges twenty percent (20%) of respondent having problem in roaming and unreasonable
cost respectively. This indicates that coverage is the main problem among the cellular phones
users. This could play a major and important role in increasing the market share of BSNL

TABLE NO: 10 Charges and service

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 20
AGREE 28
NOT AT ALL AGREE 2

The above table show that majority of respondents are satisfied with the charges for the service
rendered as they are being 96% and only four percent (4%) people are not satisfied.

22
 Charges and service
STRONGLY AGREE AGREE NOT AT ALL AGREE
4%

40%
56%

Table No: 11 Accessibility of Customer Care Center

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 30
AGREE 16
NOT AT ALL AGREE 4

Accessibility of Customer Care Center

STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%

30%

It is inferred from the above table that majority of respondents feel that customer care center is
easily accessible as they are being sixty percent (60%). Another thirty two percent (32%) also
feel that customer care center is easily accessible and only 8 % respondents feel that customer
care center is not good.

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Table No: 12 Response Rate of Customer Care Center

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 26
AGREE 20
NOT AT ALL AGREE 4

Response Rate of Customer Care

Center
STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%

30%

It is inferred from the above table that considerable amount of respondents are highly satisfied
with the response given by customer care. The respondents who are not satisfied by customer
care centre contribute only 8% of the customers interviewed.

Table No. 13 Problem Solving

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 25
AGREE 15
NOT AT ALL AGREE 10

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 Problem Solving
STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%
30%

It is inferred from the above table that majority of the respondents are satisfied with time taken to
solve a complaint and they contribute 80% of the total. 20% are not satisfied as they feel that
the time taken to solve the problem is high.

Table No 14 Quality of Service

OPTIONS NO OF RESPONDENT Sn = 50
YES 35
NO 15

GRACE PERIOD

NO
20%

YES
80%

It is inferred from the table that a high percentage of respondents 70% are highly satisfied with
BSNL grace period 30% are dissatisfied with BSNL grace period

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Table No: 15 Tariffs and Monthly Budget

OPTIONS NO OF RESPONDENT Sn = 50
YES 40
NO 10

TARIFFS AND MONTHLY BUDGET

NO
20%

YES
80%

It is inferred from the table that high percentage of respondents 80% are highly satisfied with
BSNL tariff and eighteen percentage 20% are not satisfied with BSNL tariff.

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FINDINGS

 Cellular service is very popular among the younger generation.

 Business class people for their business activity prefer cellular phones service.
 Cellular phone is the choice of higher income group.
 Faster mode of communication is essential.
 Cellular phones are convenience for communication.
 Quality of service by BSNL is as per expectation of the customer
 Mobile communication has been launched recently in the town and growing at faster rate.
 Occupation is considered as important factors of influencing for having cellular phones
other factors like speedy communication, reference are not having much influence.
 More value added service would attract prospective customers.
 The accessibility of customer centre is easy.
 The customer care centre should pay more attention on hearing customer’s problem.
 Majority of customers are satisfied with the charges collected for servicerendered.
 Tariff mostly matches to the customer’s budget
 BSNL has larger area of operation

SUGGESTIONS
 BSNL Cellular Service has been rated highly among the customers. The quality
of service also rated as good by the customers. This should be maintained.
 Most of the customers opt cellular communication for their convenience.
This should be considered as important factor while designing their marketing strategy.

27
  Customers are expecting more value added service like internet, E -mail,
Video clips, etc. The company can make provisions for this.
 The signal strength is weaker in interior places: service provider should increase the
signal strength.
 The company can look into restructuring of tariff to maintain competitive
edge over rivals.
 The customer care centre should pay more attention in receiving and
solving customer’s complaints.
 The free incoming calls are key factor for satisfying customer. The same strategy
should follow in future also.
 As the competitors are entering this field in this town the company can formulate
appropriate marketing strategy to retrain existing customers and to attract
new customers.

As the company vision is “BSNL LIMITED strives to be the preferred provider of mobile
communication services in all its area of operation. With the visionary zeal of a
customer oriented and market-driven organization, BSNL abide by
itsun deterred commitment to provide customer with viable and cost-effective solutions in the
domain of its expertise at all times” The company should stick to this and always
maintain customer satisfaction

28
 CHAPTER -5

CONCLUSION

The study says that most of the customers are satisfied by the service provided by the BSNL. The
dissatisfaction is mainly due to delay in the signals. If there are steps taken to resolve the
problem the retention of customer will be more and this will satisfy most of the customers
increasing value of the service

29
 CHAPTER – 6

REFERENCE
KOTLER PHILIP
Marketing Management
Published by Prentice
Hall of Indian Private Ltd
Tenth Edition-2002

KOTHARI.C.R
Research Methodology
Published by V.S. Lobri for Wishwa Prakash
Eight Edition- 2004

GUPTHA.S.C and INDIRU GUPTHA

Business statistics
Publishing House
Sixth Edition-2006

JHA and SINGH

Marketing Management in Indian Perspective
Published by Himalaya Publishing House

30
 CHAPTER - 7

QUESTIONNAIRE

Faster mode of communication is very essential in modern days.

Survey on BSNL customer satisfaction

 Name :
 Age :
1) Occupation:
 Business
 Executive
 Professor
 Student
2 ) Cellular services provide convenience.

 Strongly agree

 Agree

 Not at all agree

3) How long you had been using the cellular phones?

 Less than years

 3-4 years
 1-2 years
 above 4 years

4 ) Please rank the following in order of your preference about BSNL value added service

31
  SMS

 Call-divert

 Call holding

 Call waiting

5) You feel that the charges for service does perfectly match the services rendered

 Strongly agree
 Agree
 Strongly disagree

6) You feel that the BSNL customer care center is easily assessable

 Strongly agree

 Agree

 Not at all agree

7) The quality of services by BSNL is very good.

 Strongly agree
 Agree
 Not at all agree

8) Please tick the area of difficulty you come across in BSNL service

 Coverage
 Roaming
 Voice clarity
 UN reasonable cost

9) You feel that the BSNL customer care center is easily assessable
 Strongly agree
 Agree

32
  Not at all agree
11) Are you satisfied with the BSNL Tariffs and Monthly Budget?
 Yes
 No

12) The time taken by customer care center to solve problem is very Minimal
 Strongly agree
 Agree
 Not at all agree
13) Are you satisfied with the BSNL Problem Solving?
 Yes
 No
14) Is grace period provided by BSNL is sufficient for you?
 Yes
 No
15) Do you feel that BSNL tariff is applicable to your monthly budget?
 Yes
 No

33
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