MINOR PROJECT REPORT SUBJECTED PARTIAL FULLFILMENT OF

BACHELOR OF BUSINESS ADMINISTRATION

MINOR PROJECT
ON

TOPIC:
SUBMITTED BY:

PROJECT GUIDE:

ANUJ NARANG
06120601812

MS. RITIKA KAUR

ASSISTANT PROFESSOR

TRINITY INSTITUTE OF PROFESSIONAL STUDIES

AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA
UNIVERISTY, NEW DELHI

CERITIFICATE
TO WHOM SO EVER IT MAY CONCERN
This is to certify that the project work A study of customer satisfaction of
BSNL products and services made by ANUJ BBA (B & I), 2 nd year, 3rd
Semester, 1st shift, 06120601812 is an authentic work carried out by her
guidance and supervision of Project Guide Ms. Ritika kaur.
The project report submitted has been found satisfactory for the partial
fulfillment of the degree of Bachelor of Business Administration.
Project Supervisor
Signature:
Name: Ritika Kaur

ACKNOWLEDGEMENT
It is particular that I am acknowledging my sincere feeling towards my
members who graciously gave me their time and expertise.
They have provided me with the valuable guidance, sustained efforts and
friendly approach. It would have been difficult to achieve the results in such
a short span of time without their help.
I deem it my duty to record my gratitude towards the Project Supervisor Ms.
Ritika Kaur who devoted her precious time to interact, guide and gave me
the right approach to accomplish the task and also helped me to enhance my
knowledge and understanding of the project.
Signature:
Name of the student: ANUJ NARANG
Enrollment no.: 06120601812
Course: BBA (B & I)
Class/SEM/shift: 2nd year, 3rd SEM, 1st shift

1.1 INTRODUCTION ABOUT THE TOPIC

In this global and competitive era all business activity needs more complex superior and
enhanced technology
Telecommunication industry grew tremendously in past few years and in the present
scenario as well. Telecommunication industry became more consumers oriented
Research becomes necessary for business activity to accelerate the business in a greater
pace. Researcher shows the current position as well as the strength and weakness of an
organization and the product and services, which helps in formation of the company and
their business plan. On the other hand opponents are waiting for us to take erroneous
decision and take advantages of situation, we can counter their move only through
dynamic and effective tools of marketing research, strategies and consumer satisfaction
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. So it was a pleasure to contribute to the dynamic
field of marketing and consumer satisfaction in the fast growing industry of
telecommunication
4

1.2 Profile of the company

. 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. Presently it is one of the largest &
leading public sector unit in India
BSNL (then known as Department of Telecom) had been a near monopoly during the
socialist period of the Indian economy. During this period, BSNL was the only telecom
service provider in the country (MTNL was present only in Mumbai and New Delhi).
During this period BSNL operated as a typical state-run organization, inefficient, slow,
bureaucratic, and heavily unionised.
As a result subscribers had to wait for as long as five years to get a telephone
connection.The corporation tasted competition for the first time after the liberalisation of
Indian economy in 1991. Faced with stiff competition from the private telecom service
providers, BSNL has subsequently tried to increase efficiencies itself. DoT veterans,
however, put the onus for the sorry state of affairs on the Government policies, where in
all state-owned service providers were required to function as mediums for achieving
egalitarian growth across all segments of the society.
The corporation (then DoT), however, failed miserably to achieve this and India
languished among the most poorly connected countries in the world. BSNL was born in
2000 after the corporatisation of DoT. The efficiency of the company has since improved.
However, the performance level is nowhere near the private players.
The corporation Over the past five years BSNL's management is not able to absorb
Group A(ITS) officers,who are working in BSNL as borrowed staff. This has
considerably reduced the ability of management to take risks and get rewarded in open
5

telecom field. Though it offers services at lowest tariffs, the private players continue to
notch up better numbers in all areas, years after year. BSNL has been providing
connections in both urban and rural areas.
Pre-activated Mobile connections are available at many places across India. BSNL has
also unveiled cost-effective broadband internet access plans (DataOne) targeted at homes
and small businesses. At present BSNL enjoy's around 60% of market share of ISP
services.

1.3 NATURE OF THE COMPANY

It is a mobile telecommunication organization. A large scale operation firm.

1.4 BSNL VISION AND MISSION STATEMENT

Vision
To become the largest telecom Service Provider in Asia
Mission
1. To provide world class State-of-art technology telecom services to its customers
on demand at competitive prices.

2. To provide world class telecom infrastructure in its area of operation and to

contribute to the growth of the country's economy.
To be the Lead Telecom Services Provider
1. Objective To provide quality and reliable fixed telecom service to our customer
and thereby increase customer's confidence.
2. To provide mobile telephone service of high quality and become no. 1 GSM
operator in its area of operation.
3. To provide point of interconnection to other service provider as per their
requirement promptly.
4. To facilitate R & D activity in the country.
5. Contribute towards:
i. National Plan Target of 500 million subscriber base for India by 2010.

ii. Broadband customers base of 20 million in India by 2010 as per

Broadband Policy 2004 providing telephone connection in villages as per
government policy.

iii. Implementation of Triple play as a regular commercial proposition.

Unilever Group in India to consolidate buying and negotiation across all group
companies and profit centres to tackle the imminent privatization and mushrooming of
media. He joined the Coca-cola company in India in 1997 as Vice-President Marketing
and was instrumental in providing a bold new direction to its marketing campaigns;
connecting with consumers with relevant brand messages like never before"!

Following a successful inning in marketing, Shri Sanjiv took over as Head of Operations
for the company-owned bottling operations of Coca-Cola in India. He was elevated as the
Deputy President of Coca-Cola India Division in April 2002, with above 60 plants under
his supervision. During this period, he brought about significant operational
improvements at the marketplace, resulting in the company reaching the break-even
profit stage in 2001-2 and the India Division receiving the prestigious Woodruff Cup in
2002. He steered the company's owned bottling as well as franchise operations and led
the Indian operations to the country's premier total beverage company.
Under Shri Gupta, the Coca-Cola company was poised to change the beverage landscape
once again with an exciting range of new product offerings in Juice, Carbonated Soft
Drinks and numerous Packaging innovations. The company in India has consolidated its
leadership position of a 60.2% Market Share and is a strategic market for the overall
Coca-Cola Company.
Shri Sanjiv is now associated with a Infrastructure Fund focussed on the growing
infrastructure sector in India. He has delivered lectures in national and international
forums and is actively associated with various commerce and trade bodies such as FICCI,
CII etc., in various capacities.

1.5 PRODUCT/SERVICES RANGE

BSNL LANDLINE

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.

FIXED LINE PRE-PAID TELEPHONE

FLPP (Fixed Line Pre-Paid Telephone)

FLPP (Fixed Line Pre-Paid)Service enables a subscriber to make calls from a prepaid
account linked to his telephone number. Unlike the prepaid card 'ITC' service, where the
authentication is done every time through a 16-digit PIN the authentication of FLPP is
linked to his telephone line & the user is not required to dial the Account number/ PIN for
authentication making it simpler to use.

Fixed Line Prepaid service offers:

Conversion of fixed line to Pre Paid and get rid of telephone bills.
Easy de-linking from telephone line when prepaid is not required on any number
No need to dial Account number/ PIN every time you make a call.
STD/ISD Facility
On Line balance enquiry

10

 'Follow on feature' on no reply, busy and called party release to dial another
number for subscribers other than PCO.
Easy recharge and no problem of bills
Free Level 1 service like 100, 101, 102 etc. available.
Free Level 1 IN services which are free to end-customers like Free Phone etc. are
available.

There can be four types of FLPP accounts namely:

PCO FLPP Account,
PCO Local FLPP Account,
General FLPP Prepaid Account and
General FLPP Prepaid + Post paid Account.

BSNL MOBILE
Cellular Service Overview

11

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.
Why should you choose BSNL Mobile?

For the first time in the country, all major towns and cities are covered through
our 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

12

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 throughout 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
you 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
13

 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.

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.

14

BSNL has launchedSANCHARNET CARD" recently. The Sancharnet Card" is a

prepaid Internet Access Card with following features for customers:
Self-register for internet access with your choice of userid
Renew your 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.
SMS and BULK SMS Services It allows you 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.

BROADBAND SERVICE

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
15

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, Multisite 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).
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
Technical Capability of the Backbone
The Broadband Service will be given through the state of the art Multi Protocol Label
Switching (MPLS) based IP Infrastructure, which is designed to provide reliable routes to
cover all possible destinations within and outside the country. Layer 1 of the network will
consist of a high speed Backbone comprising of 24 powerful Core Routers connected
16

with high speed 2.5 Gbps(STM-16) links. The routers are located on the national DWDM
network interfacing at STM-16 optical level to provide for high transmission speeds.

What advantage does MPLS have over other Technologies?

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.

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.
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

REMOTE AREA BUSINESS MESSAGE NETWORK (RABMN)

17

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.

Network

The network consists of the Master Earth Station along with the Packet Switch
located at Sikandarabad (U.P) and customer terminals known as micro earth stations
or VSATs (Very Small Aperture Terminals) located at customer premises. VSATs are
linked to the Master Earth Station through the Satellite. Customers can connect their
data terminals to the VSATs and transmit data. System Concept is shown in the
diagram below:

VSAT Details

18

VSATs are supplied by M/s India SATCOM Ltd. Bangalore.

Cost of a VSAT is about 3.5 Lakhs.
VSATs are readily available.
Each VSAT provides 2 ports for connecting data terminals.

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

Technology
Satellite based Packet Switched Data Service using Spread Spectrum Technology
Use of very small earth station terminals at customer premises
Provides interference free service and security in data transmission
Terminals available with Asynchronous/ X.25 Protocol.

Applications
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For business industries in remote locations

Banking Network
Reservation System for Airlines/Railways/Hotels
Stock Exchange Information
Remote Monitoring & Control
Disaster relief operation

Benefits
Instant communication to any part of India/World
Terminals can be located anywhere including hilly regions and island
Faster installation
Real time applications
Error free, accurate and reliable transmission.
Elimination of last mile problem of cable pair and overhead lines
1.6 MARKET SHARE AND POSITION IN INDIA
Major Competitors in Indian Market:

20

Bharti Airtel formerly known as Bharti Tele-Ventures Limited (BTVL) is

among India's largest mobile phone and Fixed Network operators. With more than 60
million subscriptions as of 13th February 2011, it offers its mobile services under the
Airtel brand. Airtel is the largest cellular service provider in India in terms of number of
subscribers. Bharti Airtel owns the Airtel brand and provides the following services under
the brand name Airtel: Mobile Services (using GSM Technology), Broadband &
Telephone Services (Fixed line, Internet Connectivity (DSL) and Leased Line), Long
Distance Services and Enterprise Services (Telecommunications consulting for
corporate).

Reliance Communications (formerly Reliance Infocomm), along with Reliance

Telecom and Flag Telecom, is part of Reliance Communications Ventures (RCoVL).
According to National Stock Exchange data, Anil Ambani controls 66.75 per cent of the
company, which accounts for more than 1.36 billion shares of the company. Reliance
Infocomm is an Indian telecommunications company. It is the flagship company of the
Reliance-Anil Dhirubhai Ambani Group, comprising of power (Reliance Energy),
financial services (Reliance Capital) and telecom initiatives of the Reliance ADA Group.
Reliance Infocomm is currently managed by Anil Dhirubhai Ambani.
Reliance Communications has a reliable, high-capacity, integrated (both wireless
and wire line) 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.
21

As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to
operate in 11 circles. With a customer base of over 17 million, IDEA Cellular has
operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh,
Chhattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh and Kerala.
Idea Cellular is a wireless telephony company operating in various states in India.
It initially started in 1995 as a joint venture between the Tata, Aditya Birla Group and
AT&T by merging Tata Cellular and Birla AT&T Communications. On April 10, 2010,
the Aditya Birla Group announced its acquisition of the 48.18% stake held by the Tatas at
Rs. 40.51 a share amounting to Rs. 44.06 billion. While 15% of the 48.14% stake was
acquired by Aditya Birla Nuvo, a company in-charge of the Birlas' new business
initiatives, the remaining stake was acquired by Birla TMT holdings Private Ltd., an AV
Birla family owned company. Currently, Birla Group holds 98.3% of the total shares of
the company.

22

Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies, an

Indian Conglomerate. The company forms part of the Tata Group's presence in the
Telecommunication Industry in India, along with Tata Teleservices (Maharashtra)
Limited (TTML) and VSNL.
In December 2002, the company acquired the erstwhile Hughes Telecom (India)
Ltd. which was renamed Tata Teleservices (Maharashtra) Limited. Tata Teleservices is
part of the INR Rs. 119000 Crore (US$ 29 billion) Tata Group, that has over 87
companies, over 250,000 employees and more than 2.8 million shareholders. With a
committed investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the
Group has a formidable presence across the telecom value chain. Tata Teleservices has
created a Pan India presence spread across 20 circles that include Andhra Pradesh,
Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar,
Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W),
Kerala, Kolkata, Madhya Pradesh and West Bengal.

23

24

2.1 OBJECTIVE OF THE STUDY

To ascertain the customer preferences of landline and mobile services

To ascertain the customer satisfaction level for mobile services as well as landline
services

To analyse the customer opinion and satisfaction with reference to BSNL.

2.2 PURPOSE OF THIS STUDY

The main Purpose of this study is:

To find out various tools and technique available in the market to determine what
strategies should be used so as attract more customer to avail BSNLS product

and services.
To analyze the market and to find out what are the various needs of the customer.
What strategies we should implement so as to safeguard the interest of the

company as well the consumer/customers?

What should be done to acquire maximum share in the market?

2.3 Research Methodology

25

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods or techniques but also the methodology.
2.4 Research Design
Research designs are concerned with turning the research question into a testing
project. The best design depends on your research questions. Every design has its positive
and negative sides. The research design has been considered as a "blueprint" for research,
dealing with at least four problems: what questions to study, what data are relevant, what
data to collect, and how to analyze the results.
Exploratory research based on primary data and descriptive research based on secondary
data
DATA COLLECTION
The data can be collected from two sources, i.e. Primary and Secondary.
2.5 Data Collections Methods
Market research requires two types of data i.e. secondary data and primary data. Primary
data has been used abundantly for the study. Well-structured questionnaires were
prepared & the survey was undertaken. Feedback for the display has been taken by
asking questions & observation has also done to gather primary information.
There is also a use of secondary data, collected from the various journals, books, and
websites & from company managers.
Primary data

Field Survey

Secondary data

Internet, magazine, companys website etc.

Area of research:

Delhi
26

Research approach:

Survey method

Sampling Method
Since the study is restricted to telecommunication, and the respondents are found near all
the BSNL relationship centre and mobile recharge points only so according to the
convenience randomly they are being picked so sampling method is used in this study is
Random Convenient Sampling.
Sampling
Sample size

: 100 respondents

Sampling Method

: Random Convenience sampling

Sample Unit

: Customer of Vodafone

Measuring Tool

: Questionnaire

Random Convenience sampling

It is a sampling method in which units are selected based on easy access/availability. The
disadvantage of convenience sampling is that the units that are easiest to obtain may not
be representative of the population. For example products on top of a box of parts may be
a different quality from those at the bottom, people who are at home when the market
researcher calls may not be representative of the entire population. It is also called as
Accidental Sampling.

2.6 LIMITATIONS OF THE STUDY

27

 Time period as the time available was not sufficient for the study of the available
data.

There was a lack of availability of data as the project depends upon the secondary
sources.

Cost involved for the collection of data through secondary sources is high.

As the data is collected from secondary sources therefore the accuracy of data is
less.

3.1 DATA ANALYSIS AND INTERPRETATION

28

The purpose of the data analysis and interpretation phase is to transform the data
collected into credible evidence about the development of the intervention and its
performance.
Analysis can help answer some key questions:

Has the program made a difference?

How big is this difference or change in knowledge, attitudes, or behavior?

This process usually includes the following steps:

Organizing the data for analysis (data preparation)

Describing the data

Interpreting the data (assessing the findings against the adopted evaluation
criteria)

29

BRAND RECOGNITION

RESPONSE

NO OF
RESPONDENTS

PERCENTAGE

Airtel

45

45%

Vodafone

35

35%

bsnl

3%

17

17%

100

100%

Others
provider
Total

service

30

ANALYSIS:
From the survey, from 100 respondents, 45% of them gave 1st preference to airtel 35% of
them gave preference to Vodafone and 3% PRFERRED BSNL .
INTERPRETATION:
Most of the customers are given 1st preference to airtel compare to other retailers

31

SOURCE OF INFORMATION
RESPONSE
T

.V

Advertisement
Hoardings
News paper
Bus paintings
Total

NO

OF

RESPONDENT

PERCENTAGE

33

23%

24
31
12
100

34%
31%
12%
100%

ANALYSIS:
From the above graph i came to know that, among 100 respondents, 33% of them come
to know about BSNL is through TV advt., 24% of the respondents told that through
Hoardings, 31% of them through newspaper, and 12% came to know through bus
painting
INTERPRETATION: TV advt is the most influencing factor which is responsible for
awareness of BSNL

32

AWARNESS ABOUT PROMOTIONAL STRATEGY

Response

No of respondents

Percentage

NO

87

87%

YES

13

13%

Total

100

100%

ANALYSIS:

Among the 100 respondents, 87% of them they are aware of promotional

offers, 13% told they have told that they are not aware.
INTERPRETATION:
13% of customers are aware of promotional activity conducted by BSNL

33

BEST FEATURE OF BSNL

Rates

No of respondents

percentage

Offer

51

51%

Service

9%

Quality

23

23%

Analysis
Among 100 respondent 51% of customer they have told that they are attracted by the
offers and 9% of them told that they are attracted by service and 23% of them told that
they are attracted by quality and only 17% of them told that only for availability of
products
Interpretation:
Most of the people attracted towards BSNL only for the promotional offers. So offer is
the most influencing factor among those.

FACTOR AFFECTING THE NETWORK

34

Rates

No of respondents

percentage

Service

43

43%

Offer

11

11%

Quality

21

21%

Effective advertisement

25

25%

Total

100

100%

ANALYSIS:
Among 100 respondent 43 of them told that offer is responsible for their purchase
decision and 9 of them told that service and 23 of them told that quality an only 25 of
them told that effective advertisement
INTERPRETATION:
Among those factor offer is the emerging factor which is responsible for purchase
decision of buyers

CLEAR MESSAGE GIVEN IN ADVERTISMENT

35

Response
NO
YES
Total

No of respondents
77
23
100

Percentage
77%
23%
100%

ANALYSIS: Among 100 respondent 23 of them told that the promotional activities of
BSNL gives clear message and 77 of them told that they do not understood.
INTEPRETATION: Most of the people highly agree that promotional activity of BSNL
does not give clear message

VIRAL MARKETING
Response
NO
YES

No of respondents
78
22
36

Percentage
78%
23%

Total

100

100%

ANALYSIS: Among 100 respondents 22 of them told that they will advise others to go
BSNL service and only 78 of them told that they wont advise.
INTEPRETATION: Most of the respondent they would not like to advise others in
future buying

CHANGE OF SCHEMES
Response
Yes
No
Total

No of respondents
83
17
100

37

Percentage
83%
17%
100%

ANALYSIS: Among 100 respondent 83 of them told that these promotional offers
changes their purchase pattern and only 17 of them told do not change.
INTERPRETATION: Most of the customer believed that promotions is responsible for
their recharge decision

RECHARGE IN UNEXPECTED OFFERS

Response
Yes
No
Total

No of respondents
94
6
100

38

Percentage
94%
6%
100%

ANALYSIS: Among 100 respondents 94 of them they are interested to buy products
under unexpected offers and only 6 of them told that they do not buy.
INTERPRETATION: Most of the customer interested to buy under unexpected offers
only

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