GOA UNIVERSITY

S.S.Dempo College of commerce and Economic

A research project report which is require to submit for the 2nd

year degree of BBA has Done by:
Mohammad Arif Akbari roll No (19)

This research project report is based on organization study

and customer satisfaction

Date April ,20,2012

Done by Mohammad Arif Akbari
Roll No (19)
Class SY.BBA

Table of contains
Articles -36

pages-33

Declaration....1
Acknowledgment .2
Executive summery...3
Section one introduction part
Industry profile and nature of business.....5-6
Organization chart .......7
Mission , Vision and objective.....8
Market share .......9-10
4ps..11
Research objective .12
Scope of study ...12
Problem statement .....12
Section two research methodology part
Data collection method ......14
Sampling.....14
Data analysis and interpretation
Questionnaires
Age of the customer...15
Occupation of the customer ...16
Monthly Income of the Customers.................17
Customer using mobile service or not....18
Customers using Landline Services or not.....19

Table of contains
Articales-36

pages-33

Your current landline service...20

Mobile Service used by the Customers....21
Familiarity of Customers with BSNL.......22
Usage of broadband service by customer ....23
Your current broad band service......24
satisfied with internet of BSNL....25
Satisfaction level on Tariff Plan of BSNL...26
Satisfaction level of network coverage of BSNL.....27
Cost Satisfaction level of BSNL......28
Satisfaction level of customer care of BSNL.......29

Section three finding part

Finding.....31-32
Limitation of the study......32
Conclusion ...33
Recommendation .....34
All questionnaires....35-37
Bibliography..38