LIST OF TABLES

Table No.

Table Title

Page No.

4.1

Consistency Level of customers towards BSNL

45

4.2

Preferences of customers towards BSNL

47

4.3

Type of connection used by the customers

49

4.4

Monthly expenses on mobiles

50

4.5

Receiving remainders regularly about Bills/Top ups

52

4.6

Type of problem faced by customers with the service

54

provider
4.7

Time taken to rectify the problem by BSNL

56

4.8

Receiving promotional calls

58

4.9

Information provided by customer service representatives

59

4.10

Customer satisfaction on information provided by service

61

representatives
4.11

Satisfaction on present offers

63

4.12

Complaints to BSNL

65

4.13

Satisfaction level of customers on complaint handling

67

4.14

Overall quality of relationship with BSNL

69

(I)

LIST OF FIGURES

Figure No.

Figure Title

Page No.

2.1

Evolution of CRM

12

3.1.1

Units under DOT

26

3.1.2

Value chain in Telecom Industry

27

3.1.3

Telecommunication in International Market

28

3.2.1

Company profile

34

3.2.2

Revenue earned by BSNL in last 7 years

40

4.1

Consistency Level of customers towards BSNL

45

4.2

Preferences of customers towards BSNL

47

4.3

Type of connection used by the customers

49

4.4

Monthly expenses on mobiles

50

4.5

Receiving remainders regularly about Bills/Top ups

52

4.6

Type of problem faced by customers with the service

54

provider
4.7

Time taken to rectify the problem by BSNL

56

4.8

Receiving promotional calls

58

4.9

Information provided by customer service representatives

59

(II)

Figure No.

Figure Title

Page No.

4.10

Customer satisfaction on information provided by service

61

representatives
4.11

Satisfaction on present offers

63

4.12

Complaints to BSNL

65

4.13

Satisfaction level of customers on complaint handling

67

4.14

Overall quality of relationship with BSNL

69

(III)