A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.

L PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY IN COOCH BEHAR MARKET

A report submitted to Delhi Business School, New Delhi as a part fulfilment of MBA+PGP Graduate program (industry integrated) in entrepreneurship and business.

Submitted to: Director Academics Bhattacharyya Delhi business school New Delhi spring(09-11) 2nd

Submitted by: Ratul Roll. No: 151 Batch: Semester: Punjab

Technical University

Internal guide: Preeti Singh Faculty: Delhi Business School

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New Delhi

ACKNOWLEDGEMENT

Concentration, dedication and application are necessary but not sufficient to achieve any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to those honourable personalities of the department who helped me to follow the path to success for the completion of this project. It was indeed an opportunity for me to be a part of BHARAT SANCHARNIGAM LTD, Cooch Behar for my summer internship, as a partial fulfilment of two year degree course of Master of Business Administration. It is a great pleasure to extent my Mr Nitish heartful thanks to Mr N.Narjinary (t.d.m), D.k.roy(s.d.e), whose guidance I have completed my project.

barman(marketting officer) , Mr Arvind kumar(j.t.o) of B.S.N.L under

RATUL BHATTACHARYYA

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DECLARETION

I hereby certify that the work which is being presented in the project entitled, “A study on customer satisfaction for BSNL products and services and its role in building brand equity for the company in cooch behar market.” in partial fulfilment of the requirements for the award degree of M.B.A [for D.B.S (New Delhi), is an authentic record of my own work. The matter presented in this Project Report has not been submitted by me for the award of any other degree of this or any other University.

DATE:

RA
TUL

BHATTACHARYYA

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Executive summery(1) The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. BSNL has good brand awareness among the people. BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied in all aspects. This research was conducted from may 2010. mechliganj were selected at random to conduct the study. 4|Page . tufanganj.July 2010. In today’s competitive world. mathabhanga. This research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way. Cooch Behar in pursuance of determining the brand equity for BSNL and then the customers feedback on the various products. The samples of 200 respondents from among the universe of BSNL users at cooch behar. dinhata. Questionnaire was designed after a pre-survey interview covering all the aspects of BSNL services. It acts as a major catalyst for the economic growth. The researcher has done an internship project at BSNL. The researcher strongly believes that this study would be helpful to the BSNL Management in knowing about the Customers Satisfaction. Data analysis and interpretation was done using the collected data with necessary tools including percentage analysis. Customer Perception. soft wares like SPSS were also used to enable efficient analysis of data. Customer Preferences. five point scale was used to grade the opinion of the respondents regarding the various variables used. The BSNL staffs who were contacted to learn about the various BSNL packages and policies were also the primary source of data. This could be attributed to its long history in the market and continued support from the Government.

66% of total respondent prefers BSNL P. 3:66. 2:41. 6: Other facility BSNL should introduce or not.O. 6:70% of total respondent opt for more facilities in BSNL. 3: Some samples did not give response.C. 4:75% of total respondent are BSNL net users.C. LIMITATION: 1: We have collect only 600 samples due to shortage of time. 5: Customer awareness about BSNL various services.and service requirements and about the other competitors status in the market thereby helping them in improve their quality of Services offered. 5:54. 5|Page .16% are aware of various BSNL services. Executive summery(2) OBJECTIVES: 1: Which telecom connection does the consumer uses. 2: Whether the consumer are satisfied with BSNL network. 4: Some might have given wrong information.66% of total respondent are satisfied with it. 4: Amount of BSNL internet user. 3: Number of BSNL P.O. 2: Survey is done only in coochbehar district. 6: Some bias may exit at the time of choosing samples. Conclusion: 1:Overall conclusion are 50% of respondent are BSNL customer out of 200 sample. 5: Sample result may not resemble with population.

18000 BTS. Janpath. is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line. it has about 47. GSM Mobile.3 million line basic telephone capacity. VoIP services. Broadband.N. Internet. 7330 cities/towns and 5. New Delhi. 480196 Rkm of OFC Cable.1 Million GSM Capacity. Carrier service. more than 37382 fixed exchanges.S.5 Lakhs villages. 2000. Harish Chandra Mathur Lane. Today.L Office to gather full information about the system and working of whole region 6|Page . 4 million WLL capacity. 3G. Its headquarters are at Bharat Sanchar Bhawan. Bharat Sanchar Nigam Ltd. 63730 Rkm of Microwave Network connecting 602 Districts. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. BSNL is India's oldest and largest Communication Service Provider (CSP). CDMA mobile. To look for details and to collect data for my project I worked in B. formed in October. It has the status of Mini Ratna.INTRODUCTION Bharat Sanchar Nigam Limited (known as BSNL. expanding the network. India Communications Corporation Limited) is a public sector telecommunication company in India. IN Services etc. 287 Satellite Stations. a status assigned to reputed public sector companies in India. introducing new telecom services with ICT applications in villages and wining customer's confidence. BSNL has installed Quality Telecom Network in the country and now focusing on improving it. 20. MPLS-VPN. Within a span of five years it has become one of the largest public sector unit in India. It is India's largest telecommunication company with 24% market share as on March 31. 2008. Currently has a customer base of 73 million as of June 2008. VSAT.

New Delhi OFFICE IN COOCH BEHAR: COOCH BEHAR S. HEADQUARTERS : Bharat Sanchar Bhawan. Janpath.) FOUNDED: 19th century. incorporated 2000 OWNER : Government of India 7|Page .S. Harish Chandra Mathur Lane. PROFILE COMPANY NAME: Bharat Sanchar Nigam Ltd.A.and found out the facts about various processes adopted by reliance to pay its advisors and the time period taken for this study are 2 months. STATUS: Mini Ratan (a status assigned to reputed public sector companies in India.

Nagaland.Vodafone etc. 8|Page . Mizoram etc. BSNL supplies phone lines to all other network such as Airtel.Interesting Facts: There are 2 million BSNL mobile connections in rural India (a record. no other connection is as famous as bsnl in rural areas) BSNL is the 1st company to introduce 3G in INDIA. India’s No. Largest pan India coverage-over 11000 towns & 3 lakh Villages. An incredible speed of 2mbps is only offered by BSNL The only Mobile service available through out the country including Jammu and Kashmir and North Eastern states like Arunachal Pradesh. 1 wireless service provider with more than 50 Million customers.

 To channel the distribution which will enable to reach the customer and communicate. NEED OF THE STUDY  The study helps to understand whether the customer is satisfied or dissatisfied.  This would help to plan for the better channel and improve CRM activities which assure the customer to be satisfied. and is it full filling their needs to the desired levels.  This will ultimately lead to customer satisfaction. Customer satisfaction is must to understand the likes and dislikes of customers regarding service.  To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy.  To know whether customer receive the service on time. SCOPE OF STUDY Statement of problem A study has been conducted in order to understand the customer opinion and satisfaction level of various landlines and mobile services in COOCH BEHAR. 9|Page . research titled “A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY” has been conducted.  To evaluate understand the channels and how they working.

Hutch . with their stringent rules and regulations guided by TRAI. BSNL.  To ascertain the customer satisfaction level for mobile services as well as landline services.  To suggest some guidelines to BSNL in order to provide better focused service.  To analyze the customer opinion and satisfaction with specific reference to BSNL. being a public sector obviously have to compete with various players like Airtel .  To learn about the brand attributes & their preferences in BSNL. Tata indicom etc. Hence in order to understand about the customer’s requirement their likes and dislikes preference is sine-quo-non for BSNL.Importance of study In this competitive arena communication plays a vital role so the telecom industries are the major source for communication. 10 | P a g e . Objectives OF THE STUDY  To ascertain customer preferences of landline and mobile services.  To determine the status of brand awareness & brand loyalty in order to conclude about brand equity. Reliance .

 The researcher had prepared questionnaire to elicit responses for the following areas  Location  Age  Occupation  Monthly income  Mobile user  Mobile service usage 11 | P a g e . Mechliganj. Secondary data have been collected from internet.  Research Approach Primary data have been collected through surveys. Dinhata . Data collection has been done through the use of structured questionnaire  Sampling  Convenient sampling method has been adopted for this study.Methodology  Data source In this study primary data and secondary data have been used.  Researcher has taken samples from COOCH BEHAR.Mathabhanga.  The researcher has chosen 200 samples from Cooch behar. Tufanganj.

The major functional areas of business are marketing. production.RESEARCH METHODOLOGY Introduction: Every business works on an explicit or implicit ‘business plan’. Marketing research plays an important role in deciding on the market strategy by providing information necessary for choosing an appropriate strategy. there are functional areas. which have their own strategies and plan. This could be termed as marketing research at the strategic level of marketing. To implement the above two strategies. It was a research conducted by me on the topic “A study on customer satisfaction for BSNL products and services and its role in building brand equity for the company in CoochBehar market” in which I tried to find out that if the customer of BSNL are satisfied with products and services. which comprises of both the corporate and the competitive strategies of the firm. Clearly marketing research is a search for answers to some questions. finance and human resources 12 | P a g e . which if answered would lead the company to make critical marketing decisions on an strategic and tactical level. management.

Whatever the terminology used. the research should end up with useful information that enables a marketing manager to make a better decision. The main objectives of the research conducted are: ➢ To ascertain customer preferences of landline and mobile services ➢ To ascertain the customer satisfaction level for mobile services as well as landline services ➢ To analyze the customer opinion and satisfaction with specific reference to BSNL ➢ To suggest some guidelines to BSNL in order to provide better focused service ➢ To determine the status of brand awareness & brand loyalty in order to conclude out brand equity ➢ To learn about the brand attributes & their preferences in BSNL 13 | P a g e .Research Objective: The research objective is to determine “ The customer satisfaction for BSNL products and services and its role in building brand equity for the company in CoochBehar market ” Sometimes the research objective is also called research problem. Broadly these two terms can be used interchangeably.

The shortage of time was also a big factor that prevented us from conducting a very detailed research. exact reasons behind losing market share etc. preferences of customer and in terms of revenue generated. ➢ To find out the exact reason behind the shrinking customer base. ➢ 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. ➢ The study will be like an eye opener for the BSNL’s top marketing officials. why such a big company like BSNL is incurring loss. Methodology of research: 14 | P a g e . ➢ This will ultimately lead to customer satisfaction ➢ To find out the actual reason behind the fact that. like for example the exact figures of revenue generated.Scope of research: ➢ The study helps to understand whether the customer is satisfied or dissatisfied with the products and services of BSNL. Limitations of research: The research had to be conducted within some of the places of Coochbehar and Kolkata and the report had to be made on basis of the findings which could well be in little differences from the facts and figures from all over India. There were some questions which the BSNL officials were not ready to answer. ➢ This study will help BSNL to understand where they in terms of market share.

The surveys were even conducted by telephone. These types of informations were collected from the marketing department. company’s background. Below is the illustration of the total sample space taken. and competitors information. A prominent source of data is the CMIE or the Centre for Monitoring Indian Economy. it’s history. External secondary data contains information available from public sources such as business newspapers.Sources of data: There are two types of data ➢ Primary data: The primary data are collected by the survey conducted by the questionnaire prepared by me. This includes information about the product being researched. Sample size: A sample size of 200 people was taken by me to do the survey. ➢ Secondary data: The secondary data are of two types internal and external. business magazines. market share. Internal records of the company are used as the point of the marketing research. which publishes monthly reports on various aspects of Indian economy and Industry. sales department and corporate cell for marketing intelligence in the company. by mail. Total people: 200 Young people(18yrs to Middle aged(25yrs to 25yrs) 45yrs) 90 75 Middle and old(above 45 yrs) 35 Method of collection of data: 15 | P a g e .

So approximately 80% of the surveys conducted were by meeting persons personally. franchises. usually without his/ her knowledge. body language of the respondent can’t be observed. etc. Vodaphone. The surveys were done in the office time. ➢ Observation: Observation is a technique where the consumers So behaviour is recorded. and even my mail. Moreover the level of reliability on the results of such surveys are very less and are prone to incorrect results. It was conducted in person that is by meeting the person personally. The questionnaire used for the survey is in the Annexure part of the report. The main disadvantage of conducting surveys over telephone or mail is that the facial expression. so that it is possible to meet every one. Instruments used: 16 | P a g e . TATA. according to the definition it is clear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel . RCOM. The field work was done by me at different places like homes. over telephone. shops. offices.➢ Survey: This technique of data collection has already been discussed about above in the report. dealerships. etc.

Tools and Techniques used: There different tools and techniques used for the survey are as follows: ➢ Survey: This technique of data collection has already been discussed about above in the report. the mail id. offices. ➢ Observation: Observation is a technique where the consumers behaviour is recorded. usually without his/ her knowledge. So according to the definition it is clear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel 17 | P a g e . Moreover the level of reliability on the results of such surveys are very less and are prone to incorrect results. and even my mail. So approximately 80% of the surveys conducted were by meeting persons personally. laptop for typing purpose. It was conducted in person that is by meeting the person personally.The instruments used for the survey are the questionnaires. so that it is possible to meet every one. etc. for the graphical analysis I used the excel sheet. franchises. over telephone. The main disadvantage of conducting surveys over telephone or mail is that the facial expression. shops. The questionnaire used for the survey is in the Annexure part of the report. dealerships. The surveys were done in the office time. The field work was done by me at different places like homes. body language of the respondent can’t be observed.

➢ Experimentation: In this I measured the effect of one or more variables by changing the level of some variables.➢ Qualitative technique: This technique included word association where the respondent was asked for a word that comes to his / her mind after thinking of the brand BSNL. and measuring the effects. Research process: 18 | P a g e .

 For few questions researcher was not able to get proper response which are as follows: i. 19 | P a g e .Limitations of the study  Study has been conducted only in few areas of COOCH BEHAR. Reason for Switching. ii. Chances of Switching. iii. Monthly Income.  For few questions researcher was not able to get proper response which are as follows : Time was not sufficient to conduct detailed study.

The research will provide the BSNL officials about the state of satisfaction in the customers mind about their products and services.Conclusion: To conclude the research I would say that the research was done with great effort and by using different techniques like personally interviewing the customers. 20 | P a g e . like BSNL Broadband. BSNL 3G. observing the trend of the of the customers to find out about the customer satisfaction for the BSNL products and in turn the brand equity in of the company in CoochBehar market.

Subsequently in 1990s the telecom sector was opened up by the Government for Private investment. The Government of India corporatized the operations wing of Dot on October 01.BSNL operates as a public sector 21 | P a g e . The history of BSNL is linked with the beginning of Telecom in India. In 1975 the Department of Telecom (DoT) was separated from P&T. It is a well known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). therefore it became necessary to separate the Government's policy wing from Operations wing.LITERATURE REVIEW The Background: The foundation of Telecom Network in India was laid by the British sometime in 19th century. DoT was responsible for running of Telecom services in entire country until 1985 when Mahan agar Telephone Nigam Limited (MTNL) was carved out of Dot to run the telecom services of Delhi and Mumbai. Earlier it was part of erstwhile Post & Telegraph Department (P&T). the Telecom in India was operated as a Government of India wing. In 19th century and for almost entire 20th century.

MISSION AND OBJECTIVE VISION: To become the largest telecom service provider in Asia. MISSION: To provide world class state-of-art technology telecom services to its customers on demand at competitive prices. To provide world class telecom infrastructure in its areas of operation and to contribute to the country’s economy.VISION.  Build customers confidence through quality and reliable services.  Provide bandwidth on demand. Objectives:  To be a lead Telecom services provider. o Implementation of Triple play as a regular commercial proposition.  Contribute towards: o National plan target of 10 crore subscriber base for the country by 2010 o Broadband customers base of 20 million in the country by 2010 o Telephone in all villages. 22 | P a g e .

THE BSNL SERVICES • BSNL LANDLINE • BSNL MOBILE • • • • • • • • • • • • • • • • • • • • • • • • • • • PHONE PLUS SERVICE NEW TELEPHONE CONNECTION PERMANENT CONNECTION CONCESSION IN RENTALS SHIFT OF TELEPHONE TRANSFER OF TELEPHONE TELEPHONE TARIFF POSTPAID PREPAID UNIFIED MESSAGING GPRS/WAP/MMS DEMOs TARIFF SMS & BULK SMS NETWORK BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF DIAL UP INTERNET SMS& BULK SMS REGISTER ONLINE TARIFF FAQ CHECK USAGE • BSNL WLL • INTERNET SERVICES • BSNL BROADBAND • BSNL MPLS-VPN • ISDN • ISDN • TARIFF 23 | P a g e .

• LEASED LINE • INTELLIGENT NETWORK • LEASED LINE • TARIFF • • • • FREE PHONE SERVICE PREMIUM RATE SERVICE INDIA TELEPHONE CARD VIRTUAL PRIVATE NETWORK (VPN) NUMBER • VIDEO CONFERENCING • VOICE VPN • UNIVERSAL NUMBER • UNIVERSAL PERSONAL • TELE VOTING • OVERVIEW • TARIFF • FAQ • OVERVIEW • TARIFF • FAQ • • • • • OVERVIEW SERVICES ON I NET USING ON I NET I NET CONNECTIONS TARIFF • AUDIO CONFERENCING • I NET • TELEX/ TELEGRAPH • EPABX • TELEX/ TELEGRAPH • TARIFF • • • • • • • EPABX FREE EPABX TARIFF CENTREX CENTREX TARIFF HVNET RABMN 24 | P a g e .

• INMARSAT • KU-BAND • TRANSPONDER • • • • 3G SERVICES POSTPAID PREPAID TARIFF 3G DATA • • • • • • DATA COMMUNICATION RABMN INMARSAT HELP DESK DSPT SERVICE GLOBAL CONFERENCING HELP DESK ABOUT BSNL 25 | P a g e .

High speed data transfer. (b). ISDN dialup internet access.A is a district part of West Bengal telecom circles which serves the state of West Bengal with the coverage area of 86552 sq. FOLLOWING ARE THE MAIN PRODUCT AND SERVICE OF THE BSNL COOCH BEHAR S.BSNL COOCH BEHAR S. 26 | P a g e .ISDN is available across the area Following services are offered by ISDN lines (a). 2:ISDN:.ITCs of various types are available at franchises . sub franchises .It is a prepaid card service accessible from all BSNL land lines wireless in local loop (WLL) and cellular connections . Backup to leased lines. Video conferencing.km and population more than 8 crores. 3:India Telephone Card:.S. All the main and subdivisiniol towers are connected in the network. stores throughout the service area. 1: Data one:districts under This is attracting the customers of all the West Bengal . (c).S.A . (d).

consultants .It is post paid in service service accessible from BSNL land line phones .4:Televoting service:. This service is lucrative for companies across any geographic coverage. This service suits the requirements of professionals like doctors. 6:VAN service:. This enables them to get all their all calls by suitable programming in their service profile by attiring their phone numbers. service executives . important towers and below that 27 | P a g e . This service suits the requirement of companies for allowing tool free enquiry by the intruded customers. 8:Landline service:- Through managed leased line network (MLLN) system across the wide covering all district head quarters .It is a post paid in service accessible from all BNL land lines. 7:VPN service:- It suits the corporate houses to reach their personals by dialling the VPN numbers instead of individual landline or mobile number. conducting option based voting boundary giving maximum 5:Free phone service:- It is a post paid in service accessible from all BSNL land line phones .

1.on the OFD network.1 28 | P a g e . FIGURE. Availability of service platform like MPLS-VPL bring the growth of IT and IT based industries .

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Video Conferencing. Keeping the global network of Networks networked.Here is an overview of the World Class services offered by the BSNL The Plain old. ISDN Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice. the facility which no other ISP has. BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. data and image transfer over the 32 | P a g e . CLI based access (no account is required) and DIAS service.250/. BSNL also offers Web hosting and co-location services at very cheap rates. Multicasting.000 electronic exchanges. Subsequently. other services such as VPN. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.7 million for sancharnet service.per month only. Video-on-Demand. BSNL has customer base of more than 1. Broadcast application etc will be added. the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access. The service is being provided on existing copper infrastructure on ADSL2 technology. Countrywide telephone Service through 32. for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no ‘172233’. The minimum speed offered to the customer is 256 Kbps at Rs.

same line. such as:  Free phone service [FPH]  India Telephone card [Prepaid Card]  Account Card Calling [ACC]  Virtual Private Network [VPN]  Tele-Voting  Premium Rae Service [PRM]  Universal Access Number [UAN] and more 33 | P a g e . Intelligent Network Intelligent Network Service (In Service) offers value-added services. It can also facilitate both desktop video and high quality video conferencing.

Leased Line BSNL provides leased lines for voice and data communication for various applications on point to point basis. Cellone offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi). You can use Cellone in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. Bandwidth is available on demand in most cities. Short Message Service (SMS) both national and international. It offers x.28 leased. Voice Mail.25 based packet Switched Public Data Network is operational in 104 cities of the country. 34 | P a g e . x.28 Dial up (PSTN)Connection and frame relay services. medium and low speed leased data circuits as well as dial-up lines. It has got coverage in all National and State Highways and train routes. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps. Cellone provides all the services like MMS.Inet India s x.  Countrywide WLL is being offered in areas that are non-feasible for the normal network.2 million. useful for Internet leased lines and International Principle Leased Circuits (IPLCs). E-mail. unified messaging service (send and receive e-mails) etc. It offers a choice of high. Cellular Mobile Service BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.25 x. GPRS. WLL This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange.

 Helping relieve congestion of connections in the normal cable/wire based network in urban areas. BSNL offers free Insurance coverage for its subscribers in case of Accidental Death  Permanent total disability due to accident 35 | P a g e . 2008.  Connecting the remote and scattered rural areas.  Limited mobility without any air-time charge News:GSM Hardware Tender:BSNL has trimmed down its 60 million GSM tender by 50% . where as main bidder Ericsson has picked up its share of Order . BSNL changed the name of all its existing services to streamline its Brand Portfolio SERVICE TYPE Landline phones CDMA Wireless Tarang Cell One Sancharnet Dataone BSNL WLL BSNL Postpaid Dial –Up Internet Broadband Internet BSNL internet BSNL Broadband mobile landlines/mobiles GSM Postpaid Mobiles OLD NAME NEW NAME BSNL Landline [Wired] Bfone BSNL offers free insurance coverage for customers :-In the first move of its kind in the Telecom sector in India .the second bidder NSN has not accepted order so far. BSNL Brands In year.

824 Public 5.53.82.The Insurance coverage scheme will be applicable for its subscribers of landline including WLL & post-paid cellular services. 50.484 connections Public [Local.544 connections as on 31/5/2007 Village Telephones Total Number of as on 31/5/2007 20.011 number 36 | P a g e .31.  The capital sum insured per connection is Rs. The customers will be covered by Bajaj Allianz insurance co.457 connections WLL Total number of as on 31/5/2007 35. Ltd. Highway] Total Telephone STD& as on 31/5/2007 of 32.49.99. TELEPHONE BSNL Landlines Total number of as on 31/5/2007 3.000  The period of insurance will be initially for 1 year from 14 January 2008.

37.connection STD Stations Number of STD stations Transmission Systems as on 31/3/2007 Transmission systems DIGITAL Route (Kms) Microwave Coaxial UHF Optical Fiber Satellite based Services MCPC-VSATS IDR Systems (2 Mb/8Mb) 98/23 95 Route(Kms) 5340 6.727 37 | P a g e .130 5.024 45.

84.S.300 Railway route Covered (Km) 28.658 Some of the B.366 State Highway Covered (Km) 55.N.L Broadband advertisement: 38 | P a g e .Mobile Services Total number of connections 2.23 .81.418 National Highway covered (Km) 51.283 District Headquarters Covered 608 Total Number of villages Covered 19.

Fig: 1 (Source: B.S.N.L official site)

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Fig: 2 (Source: B.S.N.L official site)

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use of boll wood stars by B.S.N.L

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BSNL Broadband Tariff (Max. Contention Ratio is 1:25) Post Paid Broadband Tariff Promotional Schemes and Offers • Extension of Promotional scheme allowing “15 days Unlimited Free Download” to the New customers Registering up to 15. • Promotional scheme to offer double Bandwidth Speed • Special Relief Scheme SAMADHAAN (Now Extended up to 30th June 2010) INITIAL AND OTHER CHARGES LIMITED USAGE PLANS ( Both for Home & Business Users ) • BB Standalone Plans UNLIMITED USAGE PLANS • BB for Plans Home • Standalone BB Plans for both Home & Business Users • Combo BB Plans for Home Business Users • Limited /Unlimited BB Plans for Common Service Centres (CSC's) • Rural USOF BB Plans (Limited /Unlimited) for Rural Home & All Rural • OLD BB PLANS FOR WHICH NO FRESH REGISTRATION both & • BB COMBO Plans • BB HIGH SPEED Plans Users only 42 | P a g e .2010.04.

FMC. G-> General FN Rural USOF Super Speed Combo UL ULF FMC E/P/CS & Terms and conditions : • Security deposit and installation charges for Landline telephone shall be taken from new customers as applicable for Local/STD/ISD. UL/ULF.2010 • Temporary Broadband Connection • Special BB Plan for Educational Institutes in Rural areas Note: The elaboration for the following abbreviations used in this circular is as follows: G/Home/CSC. Super.W. promotional plan or Circle specific plan . 01.04.F. Combo. E/P/CS G/ Home/ CSC refers to the applicability of the plans to the user segment.E. Rural . 43 | P a g e in case night unlimited (02:00 hrs to 08:00 Hrs) is free in case the plan is rural plan in case the plan is USOF Plan refers to high speed 16/24 Mbps Plan Refers to 8/16/24 Mbps Plan in case the plan is a combo plan inclusive of landline rental Unlimited Unlimited usage with fair usage (except rural USOF and CSC plans) represents the fixed monthly charges represents whether the plan is a special plan for enterprise. FN. USOF. Speed.

the charges shall be recovered on pro-rata basis. the modem charges shall not be applicable. • For the customers. • Security Deposit & Fixed Monthly Charges for the Modem will be as per the existing instructions. 44 | P a g e . who have either procured the modem or have taken the modem under the committed period plan. In case of surrender of Broadband Connection after one month.• No security deposit for BroadBand Connections up to Plan 500 and for CICs on bulk connections (>25) subject to an undertaking by CIC. • Minimum Hire period for all Broadband plans will be one month. • The customer will have choice to select the modem type of his choice but subject to availability. In case a subscriber joins/ leaves in the middle of a month. the fixed monthly charges for unlimited Broadband Plans shall be calculated on proportionate • basis that is actual number of days of connection working subject to the commitment of minimum period of hire. In addition one month full FMC shall be levied as early termination charges hence forth. the charges shall be adjusted on pro-rata basis taking the disconnected FMC rate. • In case of premature surrender of Broadband Annual plan option.

firms. • 20% discount on Broadband services (usage and Rental) to Government Employees (Central Government/ State Government/ PSUs) and to Visually Impaired customers of both existing / new connection. where free modem is offered to the customer. In case. • For all the plans. 1500/. • Subscribers having telephones in the name of Company. They are not eligible for Home Unlimited Plans. • The tariffs of all the Broadband plans mentioned above are in addition to the normal Monthly charges/ usage charges of the Bfone except combo plans. Dynamic IP addresses only will be given.per annum.• For the broadband plans. In this case. • Home plan can be taken on Bfones in name of Government/company but actually working at residences of their employees. 45 | P a g e . shops. where the provision of static IP address has been made. will be subject to that the customer commits for a period of 12 months and pays the necessary charges in advance. An undertaking shall have to be given by the customer in this regard. one additional static IP address can also be offered @ Rs. • The rebate in Fixed Monthly charges will be granted on proportionate basis if the Broadband services remain interrupted /faulty for continuous more than 3 days. educational institutes or any other commercial entity can take only Business Plan. the modem shall be the property of the customer and will not be required to return in case of surrender.

The billing cycle shall be same as B-fone billing cycle. • The tariffs mentioned above are exclusive of service tax. 46 | P a g e .• For Broadband plans where bandwidth is 1Mbps or more. Monthly rental will be collected in advance and usages charges will be in arrears. the uplinking will be maximum up to 768 kbps. • All others terms and conditions will remain same as issued earlier from time to time. • Billing for the service will be included in the normal B-fone (Landline Phone) bill.

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Pre Paid Broadband Tariff: 48 | P a g e .

only Installation charges shall be collected in advance through Demand Note through the local commercial system at the time of application for Prepaid BB connections. Rs. levies extra Note: The Customer desirous of taking Prepaid BB service of BSNL has necessarily to be Landline customer of BSNL. ** Sales Tax and other Govt. the customer has to recharge his account by any of the following Limited plan vouchers as per his/her choice. 1000/-** * Service Tax extra. Installation charges and Modem charges shall be collected in advance through Demand Note through the local commercial system at the time of application for Prepaid BB connection. Creation of Prepaid broad account: The creation of Prepaid BB account will be free of any charges and the account will be created with complementary balance of 50 MB in any Plan and with validity of 15 days from the date of creation.Initial charges at the time of application: Particulars Installation Charges Modern charges outright purchase for Type-B1/B2 Type-W2 Amount of Rs. Limited download/upload plan vouchers ( up to 2 Mbps ): Sl N Vouc her M RP Serv ice Administ rative Usage Rate Vali dity Grace period Grace period 49 | P a g e . 1000/-** Rs. Plan vouchers available to the customers: To continue the Prepaid Broadband account after its creation. In case of customer having his/her own modem. 250/-* Rs.

o.59 90 15 75 8 BB RL 2000 200 0 186.09 0. 15 days).30 210 15 75 Source: B.33 7 15 2 BB RL 100 100 9.04 0 679.34 20 70.N.24 120 15 75 9 BB RL 5000 500 0 466.67 15 30.66 15 15 75 0.06 250 23.69 50 403.35 25 201.4 1 0 1450.0 6 0 1087. but the customer can recharge his account up to another 50 | P a g e .S. Beyond 15 days (*GP-I). in case of recharge within the Grace Period *GP-I (i.96 60 15 75 6 BB RL 1200 120 0 112. Type (Rs Tax ) 10.e.L Franchise’s office (Coochbehar) For limited Plans.3 0% Charges( Rs) Amount Per (Rs) MB(In Rs) (Day s) (in days)* GP-I (in days)** GP-II 75 1 BB RL 50 50 4. balance usage value if any available will be carried forward.9 1 0 4533.31 45 15 75 5 BB RL 750 750 70.7 6 0 1813. balance usage value if any available will not be carried forward.94 0.40 75 15 75 7 BB RL 1600 160 0 149.65 30 15 75 3 BB RL 250 4 BB RL 500 500 46.

69 90. the account of the customer shall be deleted from the system.31 2 3 Source: B. Validity vouchers of limited plans: Sl. No.N.30% (in Rs) 1 BB Validity 100 100 2 BB Validity 150 150 3 BB Validity 250 250 NIL 23.34 30 Usage Amount Service Tax 10.00 45 NIL 9.L Franchise’s office (Coochbehar) Top Up vouchers for limited plans: Sl.30% Tax Usage Amount BB Top Up 100 100 BB Top Up 200 200 BB Top Up 500 500 9.68 46.L Franchise’s office (Coochbehar Winmx tariff plans: 51 | P a g e .N.32 453.75 days (**GP-II). Voucher Type MRP including service tax @ 10. After expiry of the additional grace period of 75 days (**GP-II).34 18.S.S.35 60 NIL 14.66 181. Voucher Type MRP including service tax @ 10.30% Validity in @ days (for accounts) Source: B.30%(in Rs) 1 Service @ 10. No.

)* Free Email 2/5 MB 10000 1000 time 750 SU MU MU MU 750 750 750 750 750 Installation 1800 4400 8000 12000 20000 18000 44000 80000 120000 200000 2/5 MB 2/5 MB 2/5 MB 4/5 MB 4/5 MB IDs/ Space (Per ID) Dl/UL limit Unlimited email per month Security Deposit One month’s Fixed Monthly Charges Source: B.S.) Discounted Annual Payment Option (Rs.L Franchise’s office (Coochbehar) 52 | P a g e .Particulars Home Business BU WI 8000 BU WI 12000 BU WI 20000 HO WI HO WI BU WI 1000 1800 4400 Bandwidth 256 Kbps 512 Kbps 256 Kbps 512 Kbps 1024 Kbps 2048 Kbps MU Single/ Multi SU user (SU/MU) One Charges (Rs.)* Fixed Monthly Charges* (Rs.N.

• Incoming video call facility allowed to 2G customers with 3G enabled handsets will continue to be allowed until further order. of S. if the replacement of SIM/USIM is due to technical reason beyond the control of customer. • In case of migration from 2G prepaid to 3G prepaid. the customer may continue with the existing 2G SIM without any charge or may opt for a new 3G USIM with higher memory for Rs. The free usage of 6 GB will be added to the free usage available with the data plan. (Incl. replacing the existing 2G SIM. Validity in days Migration charges from 2G to 3G and vice versa in Rs. General Terms and conditions:• In case of migration from 2G to 3G. Tax ) Service Tax @ 10. Usage Value with SIM in Rs. Promotional 3G Offers • Customers purchasing 3G Data card from BSNL and activating the same will get free data usage of 6 GB per month as 1GB day/any time and 5GB night usage for two months from the date of activation as a promotional offer until further order.59 (Incl. In case customer wants new USIM. Initial SIM & Activation Charges for both Voice and Data plans under 3G post-paid and prepaid service: Sl. 1 2 3 4 5 6 7 Note:- Particulars SIM & Activation Starter pack with SIM in Rs.51 0 7 Nil 59 2. the customer will also have to pay Rs.30% in Rs. • 30 paise promotional voice tariff 53 | P a g e . However. However.59. • Replacement of defective SIM/USIM will be free of cost to be made at CSC only. for getting validity the customer has to recharge with data recharge voucher or fixed monthly charges in case of postpaid connection. if the replacement of SIM/USIM is due to customer negligence Rs. Tariff 59 5. No other freebies may be allowed for the above data cards.59. of S.Tax) will be levied. New USIM price in case of Migration from 2G to 3G in Rs.1. the unutilized account balance validity in 2G will be carried forward to 3G.

1 3G prepaid general 120 plan and promotional 3G plan: 3G prepaid general 120 Plan Sl.# Free Voice call minutes 180 20 NA Free Local/National Video calls (On net) in Min NA Free SMS in Nos. No.70 NA NA 60 Reduced call charges to any two BSNL numbers 0.On-net Local. iv./Min Voice Call Local. Free Data usage in MB ** Pulse (Sec) Call Charges in Rs. vi. ii.50 0. 4 5 A i.30 0. v. iii.Off-net 0.70 1.70 Reduced call charges to any one BSNL number 0.50 0. (Incl./SMS) Local 0.20 STD – On-net STD – Off-net 0. of S. ii.30 Video Call Local – Video calls STD – Video calls P2P SMS (Rs.00 Validity of FRC in days Free Usage with FRC in Rs. B i. iii. iv.1. ii.00 54 | P a g e . 6 i. Particulars 1 2 3 i. First Recharge Coupon in Rs.Tax) 120.

70 0.01 0.50 1. /10KB) Value Added Services For extension of validity All other charges. i) 100 Min video call and 200 MB data free to be used within 30 days from the date of activation.00 0.50 3. iii. ofRs.50 3. 7 8 i.00 1. 9 10 11 National International Data Rate (Rs/10KB) National Roaming Voice .No. 3G Promotional Plan STV for existing prepaid customers: Sl.Tax) Usage Value Tariff Validity in days Rs. ii. vii./SMS) International SMS Data Charges (Rs.99 S. ix. iv. terms and conditions 0.70 0. vi.01 As per content providers tariff 3G RCVs As per 2G prepaid General plan Promotional offer for 90 days: The following freebies are to be offered on activation of 3G prepaid SIM through FRC. 1 2 3 4 Particulars 3G Promotional plan STV MRP of STV (Incl. The unutilized account balance and validity of the existing plan will be carried forward to the migrated plan.70 0. viii. Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan and vice.00 0. iii.Local Outgoing (Rs/Min) Video Call .00 0.STD Outgoing (Rs/Min) Video call – Incoming (Rs/Min) Local/National SMS.ii. ii) 1000 Local and 1000 national SMS free. v.(Rs.versa is free .Local Outgoing (Rs/Min) Voice – STD Outgoing (Rs/Min) Voice Call – Incoming (Rs/Min) Video Call .20 180 days Free Local/National videoNIL 55 | P a g e .

2 Recharge Voucher MRP Rs.2011.16 56 | P a g e .02.02.03.28 2991. upto 26.2010 the promotional tariff will be allowed upto 05.2010. 14. 55 110 220 330 550 1100 3300 inS.82 51.84 15 30 60 90 180 365 365 35 75 160 250 400 1000 3300 Processing Fee in(Bonus UV) in Rs.46 49. Tax @Card ValueValidity inUsage 10.02. tariff validity 365 days and 180 days will be migrated en-mass after completion of tariff validity period from the date of close of promotional period.86 99.30% in Rs. days Value Rs.2010 to 31.02.46 299.09.16 49.73 39.(except south zone) (b) For customers enrolled from 07.72 -308.1 The above STV will be available with effect from 11.2010.2010.64 997.27 20.18 98. (except south zone) (c) The customers enrolled in pre revised and revised 3G promotional tariff i.2010 up to 31.18 498.e. 5.72 308. Note: (a) For 3G customers enrolled upto 06.73 199.86 24.e.36 102.call 5 6 Free Data Usage All other conditions terms NIL andAs per 3G promotional plan 120 mentioned above at 1.03. (for south zone only) 1. the promotional tariff will be applicable for 180 days i.14 10.54 30.64 -2. in Rs.

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350. As we all know. Rs 650 and Rs 1. Since BSNL and MTNL are stateowned. You can watch your TV program. they have the privilege over others.S. download favorite videos. B. It also provides the ability to view high quality video on your mobile. currently 3G is provided by BSNL and MTNL only. 3G is next generation mobile communication system where in which it enhances the multimedia experience and high speed mobile broadband.N. BSNL CMD Kuldip Goyal said 3G services customers would have three monthly subscription options of Rs 350. But private operators like Airtel and Vodafone are still waiting to get spectrum through auction process. With 3G you can download at a speed of 384 KBPS. politics is 59 | P a g e . customers would State-owned Bharat Sanchar Nigam Ltd (BSNL) launched next generation 3G mobile services in India. mp3 and also support video messaging. Apart from this.BSNL launched their 3G service in India.L had setup 3G experience centers where we can see the live demo and experience the power of 3G.

A senior official of the PUS said that the initial agreements will be entered into with the successful retail chain or with the lead partner of a consortium for two years. The company is inviting proposals from interested retail chains directly or through consortium to sell BSNL’s products and services from their outlets. The chains need to have a minimum 50 outlets and pan-Indian operations with annual turnover of minimum Rs 50 crore for the past two years. which can be extended further as per performance. Mumbai.N.sick around the globe and seems to be worst in India also get the 3G services through a bundle offer. The retail chains will get upfront payment for basic commission and discounts ranging from Rs 150 to Rs 1. BSNL is going to offer the following services with 3G: ➢ Video calling ➢ Video conferencing ➢ Rich Multimedia experience ➢ Video on demand ➢ Internet speeds upto 2mbps ➢ Faster video streaming ➢ Mobile Gaming The Marketing Strategies of B.S.500.L: State-run BSNL is looking for tie-ups with big retail chains in the country to sell its products and services under an aggressive marketing strategy. BSNL has operations across India except Delhi and 60 | P a g e .

which will be converted to exchange wait list and merged on daily basis. Visions drive Key is to base vision on 61 | P a g e . “Our visions begin with our desires. and that vision creates consequences. The authorised signatory shall be responsible for verifying customers' identity proofs along with CAFs. wholly-owned by the government. instruments and other telecom products and will have to verify customer identity as per the government norms.” and to achieve it we must take a principle centered path. therefore. More than any other factor.The outlets will sell SIMs. has been trying to sell its products and services aggressively to the customers with a strong marketing focus. principles. Retail chains will also need to maintain list of transactions.” . consequences. All blank Customer application forms supplied by BSNL will have to be collected by the retail company after being filled by customers along with requisite payment and identity proofs and verified by authorised signatory. History is full of examples that many organizations have vanished grown and vanished Principles drive results. said an analyst.Stephen R Covey. The strongest form of vision / motivation is to base vision on “What Legacy we want to leave. It is true for individuals as well as organizations. vision affects the choices we make and the way we spend our time. . People do spend time in malls. it will be easier for them to access the products and services and get their queries answered rather than visiting Sanchar Hats to buy the products. BSNL.Audre Lorde We all have some visions of ourselves and our future. waiting lists.

62 | P a g e . Marketing vision of the BSNL has to be based on overall mission and vision of the organization. Strong lives are motivated by dynamic purposes. The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i. for which customers are offered something beyond their expectations from the service or the product. if it is shared by one and all. ‘delighting’ the customers.S. The objective being to acquire and retain the customers.overnight as their path to achieve vision was not based on principled way. And the vision of BSNL is to become the largest telecom Service Provider in Southeast Asia.e. development. Successful Marketing of B. Marketing Objective. But even if it is conceived by higher management then it has to be explained to each and every individual of the organization.N. So we must revise and review so that focus is never lost. otherwise it may remain as a showpiece. who should continually feel that they are getting more value of the money. The best way to implement is to involve them in formulation. Kenneth Hildebrand. The mission of BSNL is to provide world class State-of-art technology telecom services on demand at affordable price. Marketing is the establishment. Vision of the organization can only be translated into reality. to provide world class telecom infrastructure to develop country's economy. maintenance and optimization of long-term mutually valuable relationships between consumers and organisation. they are departing with.L focuses on understanding the needs and desires of the customers and achieving them by placing these needs at the heart of business by integrating them with the organisation strategy. In dynamic environment anything permanent is change.

S.L marketing is about creating a competitive advantage by being the best at understanding. technology and business processes. The marketing process of B.  Producing a product with the appropriate features and quality.N. Marketing involves customers. spreading the word about why customers should buy it. and delivering and developing existing customer relationships in addition to creating and keeping new customers.  Selling and delivering the product into the hands of the customer 63 | P a g e .  Pricing the product correctly.N. B.people. The customer life cycle will focus on lengthening the life span of the customer with the organisation rather than the endurance of a particular product. service or idea customers want. At its most basic.S. The concept of the product life cycle is giving way to customer life cycle. communicating.S. organisations and relationships and the combination creates the need for the management.  Promoting the product.N. Customers have changing needs as their life styles alter the development and provision of products and services that continuously seek to satisfy those needs is good Marketing.L is broad and includes all of the following: Discovering what product.L marketing Strategy will take the business vision and apply it to the customer base. focusing on developing products that anticipate the future needs of existing customers and creating services that extend the existing customer relationship beyond there transaction like the new 3G. B. The Marketing focuses greater attention on how to deliver customer satisfaction and organisation will begin to structure itself around customer segments and not product lines.

f.3 million. a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural areas) has been slashed by 20% by TRAI. 2009. However. 2009 to March 31. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 62. However.The Main competitors of B. 2009) BSNL has added 8.e. however. April 1. BSNL faces bleak fiscal 2009-2010 as users flee Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan. despite impressive growth shown by BSNL in recent times.1 million new customers in various telephone services taking its customer base to 75.9 million.N. the Fixed line customer base of BSNL is declining. w. The reduction in ADC may hit the bottom lines of BSNL. BSNL launched 3G services in 12 cities of country in 2nd march 2009. Access Deficit Charges (ADC. MTNL which operates in Mumbai and Delhi first launched 3G services in these cities 64 | P a g e .S. the success of the scheme is not known.L: During the financial year 2008-2009 (from April 1.

com Description: Landlines.google. is a shrinking market. BSNL’s main business.Source: www. On top of that. it is losing share to rivals and is making huge losses: 65 | P a g e .

L: During the financial year 2008-2009 (from April 1. Access Deficit Charges (ADC. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan. 2009 to March 31. 2009) BSNL has added 8.N. April 1.3 million.1 million new customers in various telephone services taking its customer base to 75.9 million. despite impressive growth shown by BSNL in recent times. BSNL's nearest competitor BhartiAirtel is standing at a customer base of 62. However.e.f. Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. however. the success of the scheme is not known.S.Major problems of B. BSNL faces bleak fiscal 2009-2010 as users flee. BSNL launched 3G services in 12 cities of country in 2nd march 2009. w. 2009. 66 | P a g e . the Fixed line customer base of BSNL is declining.MTNL which operates in Mumbai and Delhi first launched 3G services in these cities. However. a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural areas) has been slashed by 20% by TRAI. The reduction in ADC may hit the bottom lines of BSNL.

it didn’t even leverage its 67 | P a g e . BSNL’s approach to infrastructure sharing: Both in landline and mobile. The young engineers joining today have to work under them. In the last three years. it would have earned immediate revenues and derived a long-term competitive advantage by making its rivals dependent on it. it wasn’t doing any push marketing. BSNL was the first operator to have a pan-India coverage.” It’s only now that it has started sharing its mobile towers.“BSNL rarely has the equipment to expand its services when it needs it the most. General Secretary. qualified. BSNL Employees Union. They are talented. Says Uppal: “Had it shared infrastructure. but they had functional knowledge. as an example of narrow thinking. they had no choice but to build their own infrastructure.” says VAN Namboodiri.” says Seth. instead of speeding up their infrastructure. So. “This is impacting the company’s growth. BSNL has grown slower than the industry average in the mobile segment and has lost market share The employees of BSNL: “These 1. What has changed is that the mess in procurement is pulling BSNL down like never before. They were not engineers. despite being more They feel that BSNL is suffering because of such nonexecutive people occupying executive posts. exchange employees) were promoted to do administrative work. “There was always a lot of pressure and interference in the procurement of equipment.500 people are non-committal to the growth of BSNL. but they lack the will to work to their capabilities. When private players were expanding.” At the time of corporatisation. it refused to rent its unused infrastructure to them. BSNL’s faulty marketing policies: BSNL’s marketing policies were centred around the belief that customers will come to it. In mobile services. many non-executive employees (linesmen.” That hasn’t changed.

but it didn’t cut much water in the metros. have been falling consistently. Customers in non-metro areas went as they trusted BSNL as a brand and didn’t have many choices besides it. 68 | P a g e . BSNL didn’t even have a customer service call centre till last year. By comparison. Bharti and Vodafone are expected to add 137 million and 74 million subscribers. in mobiles.pan-India coverage to good effect. that is 70 million subscribers for BSNL an addition of just 16 million subscribers from current levels. Customers had to go to its exchange to apply for a connection.7% in June 2009 to 7.N. Likewise. a consultancy. during the same period. respectively. it was the last company to make the shift. paints a grim picture for BSNL. from 35 million subscribers in June 2006 to 29 million subscribers in June 2009.S. Customer shift of B. Awareness of its plans is very low.L: Its landlines. It has forecast that BSNL’s market share in the mobile segment will decline from 12. once its mainstay. Extrapolating from historical trends and current market conditions. Some of these losses are because of the shrinking of landline demand.3% by 2013. there was no ad blitz informing consumers of the change. In landline. it wasn’t doing any marketing at all. but most of it is due to consumers shifting to private players. Research And Markets. Given the 2013 projected subscriber base of 876 million. In the recent ‘pay per second’ recalibration. And unlike others.

 BSNL is a company that has a larger telecom network than any other player in the sector.390 million (US $ 2.L:  World’s 7 th largest & India’s No.820 million (US $ 8 billion) with net profit to the tune of Rs. at Rs 4. 4 million WLL capacity.3 million line basic telephone capacity. 20.N.Achievements of B.000 crore. 7330 cities/towns and 5.  BSNL is a company that operates in a business that will always be fundamental to the lives of people.  If BSNL were to list today.000 crore.  BSNL is a company whose cash reserves. at Rs 38.351.1 Telecommunication company  47.99. 69 | P a g e .S.1 Million GSM Capacity.  BSNL is a company that has so much telecom infrastructure and real estate that it is valued. by some estimates. it would be India’s most valued company.26 billion) for last financial year .5 Lakh villages  The present turnover of BSNL is more than Rs.00. equals the turnover of India’s 12th largest listed company.  India’s fourth largest telecom company as on March 2010. 287 Satellite Stations. with a 25% lead on number two.

In this high-growth business. Subscriber Growth Market Share 70 | P a g e .Share market position of B.N. BSNL has been a laggard in the mobile business in every which way. Its co-leaders have broken away. even as new players are closing in on it.L: In the last three years. it has grown the slowest in the last two years.S.

Trai Source: Annual report .Figures in million Year-on-year growth in % Figures in % Source: Annual report . Trai 71 | P a g e .

making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. VoIP services. is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India. 4 million WLL capacity. Broadband. 2000.5 Lakhs villages. 63730 Rkm of Microwave Network connecting 602 Districts. 480196 Rkm of OFC Cable. Cellone. schemes designed to suite every customer. The company offers wide ranging & most transparent tariff BSNL cellular service.1 Million GSM Capacity. 18000 BTS. garnering 24 72 | P a g e . VSAT.National and international image of B. 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. formed in October. BSNL has installed Quality Telecom Network in the country and now focusing on improving it. GSM Mobile.3 million line basic telephone capacity. expanding the network. IN Services etc. more than 37382 fixed exchanges. 287 Satellite Stations.N. BSNL is numerous operator of India in all services in its license area.S. introducing new telecom services with ICT applications in villages and wining customer's confidence. Internet. 7330 cities/towns and 5. CDMA mobile. Within a span of five years it has become one of the largest public sector unit in India. BSNL serves its customers with its wide bouquet of telecom services. 20. BSNL is the only service provider. MPLS-VPN. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. has more than 17. Carrier service. Today. Such as Wire line. it has about 47.L: Bharat Sanchar Nigam Ltd.8 million cellular customers.

5 million Internet Customers who access Internet through various modes viz. The infrastructure asset on telephone alone is worth about Rs.26 billion) for last financial year.99. reach. the present turnover of BSNL is more than Rs. Account Less Internet(CLI). 85 per cent share of the subscriber base and 92 percent share in revenue terms. network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute.630.5 million WLL subscribers and 2. nationwide coverage. Dial-up.390 million (US $ 2.37 billion).e. comprehensive range of telecom services and the desire to excel has made BSNL the No.6 million DataOne broadband customers. BSNL has more than 2. The turnover. data and video through the same Backbone and Broadband Access Network. 733 crores (US$ 16. BSNL has been adjudged as the number one ISP in the country. multi-protocol convergent IP infrastructure that provides convergent services like voice. DIAS. 73 | P a g e . That means that almost every fourth mobile user in the country has a BSNL connection.67 million) in the next three years. with 35.percent of all mobile users as its subscribers. The company has vast experience in Planning.351. In basic services. BSNL is miles ahead of its rivals.820 million (US $ 8 billion) with net profit to the tune of Rs. At present there are 0. Scaling new heights of success. Leased Line. 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. 1 Telecom Company of India.1 million Basic Phone subscribers i. BSNL has set up a world class multi-gigabit. Installation.000 million (US $ 14.

L: BSNL is undergoing a transformation. The boundary between fixed and mobile is converging very fast.. ➢ morph from a network-technologies company to a sales-oriented company.N. Applications like mobile TV have had limited appeal among users and operators because of it spectrum-hogging properties. for instance. fixed lines score over wireless. Tata and Reliance do the last mile mostly on wireless. in the evolving environment. landline might still have a business. and a profitable one at that. Bharti. When it comes to delivering data. But if it can crack the marketing. BSNL still has to create a market there. marketing. ➢ ➢ Build the BSNL brand. No other Indian telecom player even comes close on a national scale. to be implemented over the next two years. offers it in 95 cities that have the highest revenue potential as identified by it. ➢ Rather than split the organisation according to divisions (finance. for broadband and IPTV. 74 | P a g e . But reaching everywhere is not enough. creating markets has never been BSNL’s strength. Use IT to streamline business processes. For a player like BSNL.Future prospects of B. Traditionally. mobile. and leverage its existing network.S. Their coverage is mostly select. which has copper and fibre already in place across the country for voice. BSNL has planed four broad changes. entertainment and voice on the same network. split it according to verticals (fixed. its landline liability can become an asset again. enterprise and new businesses). Despite the distressing numbers. broadband and other services like IPTV (TV via landline) can ride pillion. and so on).

from this report it is clear that BSNL can be the best service provider in Asia. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. have to understand about the Customers expectations.Conclusion: BSNL being a public sector. They also have to understand about their competitors and their nuances in understanding their Customers. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy. Hence. in order to thrive and excel. 75 | P a g e .

Monthly Income. Dinhata. ii. Mathabhanga.About the project Study has been conducted only in few areas of COOCH BEHAR. iii. The researcher has chosen 200 samples from Cooch behar. 76 | P a g e .  For few questions researcher was not able to get proper response which are as follows: i. Reason for Switching. Tufanganj. For few questions researcher was not able to get proper response which are as follows : Time was not sufficient to conduct detailed study. Mechliganj. Chances of Switching.

so that customers can make payments 24X7 at their convenience. Accordingly. a single demand note would be issued to the customer in respect of all the connections applied for.CUSTOMER CARE Access round the clock help at following toll free numbers  Dataone Broadband '1600-424-1600'  PSTN Call Center '1500' (in select states)  Sancharnet Help Desk '1957'  Cellone all India Help '9400024365'  All BSNL customer service centers [CSC’s] now remain open on all 7 days from 8 A. 77 | P a g e . more than one Bfone connections can be applied on a single application form.  Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country.  Shifting charges for local as well as all India shifting of fixed telephone (Bfone) has been abolished.  Pagers being given to outdoor staff in a phased manner for speedy rectification of faults.M to 8 P.  With a view to simplify and offer customer friendly services.M without any break for all activities.  Cheque deposit machines have also been installed in many cities.

 Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.  More than one Public Call Office (PCO) permitted at the same premises. shifting and third party transfer. Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables.  Establishing call centers across the nation to provide single window solutions and convenience to customers.  Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Majority of the local network is built up on jelly filled and OFC for trouble free service.  Various application forms and procedures being simplified for new telephone connections.  Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs).  Application Forms for new connections have been made free of charge for all services. 78 | P a g e .  Remote Line Units (RLUs).  Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic.  Procedure for restoration of telephones disconnected due to nonpayment simplified and powers delegated to Secondary Switching Area (SSA) heads.

Organizational associations.BRAND EQUITY The goal of Brand leadership paradigm is to create strong brand anyway? In managing Brand equity. These assets can be grouped in to four dimensions brand awareness. brand personality and symbols. however. Brand associations Brand association can be anything that connects the customer to the brand. brand equity was defined as the brand assets or [liabilities] linked to a brand’s name and symbol that add to [or subtract from] a product or service. perceived quality. product attributes. use situations. Organizational associations. Much of 79 | P a g e . awareness has been shown to affect perceptions and even taste. product attributes. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. brand personality and symbols. It can include user imagery. Perceived quality Brand association can be anything that connects the customer to the brand. brand associations and brand loyalty. It can include user imagery. The Intel Inside campaign has dramatically transferred awareness into perceptions of technological superiority and market acceptance. People like the familiar and are prepared to ascribe all sorts of good attitudes to items that are familiar to them. management and measurement. These four dimensions guide brand development. Brand awareness Brand awareness is an often undervalued asset. use situations.

Customer Satisfaction If the customer's expectations of product quality. customer dissatisfaction will result. And the lower the satisfaction level. the more likely the customer is to stop buying from the firm. Brand loyalty Brand loyalty is at the heart of any brand’s value. See Brand insistence. The concept is to strengthen the size and intensity of each loyalty segment. A brand with a small but intensely loyal customer base can have significant equity. a firm will achieve high levels of customer satisfaction and will create "customer delight. 80 | P a g e . Brand recognition. Brand Preference The stage of brand loyalty at which a brand will select a particular brand but will choose a competitor’s brand if the preferred brand is unavailable. and price are exceeded.brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. service quality." If the customer's expectations are not met.

Established organization with government support. Customer care centres for the better services in order to reduce the problem of customer. 6. WEAKNESS 1. feedback and data analysis STRENGTH 1.Surveys. No hidden system of billing. 81 | P a g e . Better coverage of network. 4. 4.Since they have large number of telephone exchanges. 5.T. Trade union problem. 5. Frequent network problem.S disturbances. 2. 3. B. So that they can give more stress on advertisement by there different place exchange representatives. Lack of attraction like other providers. Very much transparent in billing for the satisfaction of all the subscribers . Reduce in sales and lack of advertisement. 2. 3. Do not provide smooth service.

4.OPPORTUNITY 1. 3. 5. THREAT 1. They are establishing their own towers in the remote corners. They are providing smooth and good network. Corresponding to revenue expenditure is less from other service providers. 3. They can use their huge human resource and fixed asset. They can modify their network & implement. They are engaging contract services with less remuneration.They can give more stress on their because it is a government organization. Increasing number of privet telecom sectors. 2. 4. 82 | P a g e . 2. Infrastructure is the best than any other service provider.

O is best? (a)B.A set of questioners is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B. (b)Others.N.L.S.(e)Others. Please tick ( ) your choice able box 1.S. Which telecom connection do you use? (a)B.N.N.N.S.S. Is it required to reduce further the call charge of mobile & landline connection of B.L is available in the market? (a)Yes .C. Are you satisfied with B. 5. Do you think that the sim and cash card of B.N.L .S. (a)Yes.(b)Reliance.S.N. (b)No.L. 83 | P a g e . 8.(b)Others 2. (b)No.N. (b)No.L .N.Do you have land line connection. The telecom facility that B.(c)Vodafone.L is providing is sufficient or not? (a)Yes.L.S.L network ? (a)Yes. Whose general P. 4. . For clear sound and better coverage which telecom company do you think best? (a)B. (b)No.(d)Airtel. 6.S. (b)No 3. if so do you want to continue it? (a) Yes . 7.

.N..N. Which internet connection do you like most? (a)Dial up using Sancharnet. 15.. 13.. (e)Aircel . (b)No.9.S. (b)No..L services in different field? (a)Yes ... PLACE:.L should provide? (a)Yes .. (d)Vodafone . (b)No..... (c)Airtel . (b)Reliance . Do you have computer at home? (a)Yes ...N. Do you surf net ? Have you visited B.... (f)Tata indicom.. On which telecom service do you think that you get overall satisfaction? (a)B.. 14. Any other service / facility B. THANK YOU 84 | P a g e ..L . (b)No. DATE:. 10...S. (b)No.N. Are you aware of the B.. 12...(c)Broadband (d)Others. 11.S.. (b)Dial up using Net one..L sites? (a)Yes ..S. Do you have internet connection? (a)Yes .

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 There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers. 86 | P a g e .  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.  There is a significant relationship between the Quality of Customer service and Migration of the Customers.Findings  There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers.  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers.

 Customers are expecting more number of free calls.  Customers are very much dissatisfied with Linemen.  Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill.  Respondents felt that there was no personalized service to customers. because of irresponsibility.  The extensive time lag between submission of application and receiving of a telephone connection had made some respondents switch over to other service providers. lines are not getting connected since network problem was too high.  Customers perceived that the bills are always inflated. Network is always busy with other mobile services. the respondents were still charged for calls. 50  With regards to mobile services options are limited hence customers were switching over to other service providers.  Due to non-availability of CUG connections to all.  When phone went out of order. Some customers felt that when landline phone gets out of order. 87 | P a g e . hence there was heavy business loss. most of the customers surrendered BSNL and migrated to Airtel. it is not checked or corrected for even 1month.  In the evening.  Regarding Cell one respondents complained. (Collecting amount from customers).  During the rainy season noise in the instrument is a problem.

88 | P a g e .  Customers are expecting more value added service like internet.  The company can look into restructuring of tariff to maintain competitive edge over rivals. Suggestion and recommendation  BSNL Cellular Service has been rated highly among the customers.  Most of the customers opt cellular communication for their convenience.  The respondents experienced network problems when they used roaming to cities.  One of the major irritations.  The respondents felt that The BSNL cell ones starter pack and recharge cards are in perennial short supply.  Even though customers were dissatisfied with BSNL due to Loyalty they are still using BSNL service (For only Incoming).  The signal strength is weaker in interior places: service provider should increase the signal strength. The quality of service also rated as good by the customers. The company can make provisions for this. This should be maintained. Email.  Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline. etc. This should be considered as important factor while designing their marketing strategy. Video clips.  The customer care centre should pay more attention in receiving and solving customer’s complaints. Customers were preferring to replace their old instrument. as told by the respondents was that the communication instruments provided by BSNL were of poor quality and hence they had to face frequent problems with the instruments.

 Customer care of BSNL needs improvement. With the visionary zeal of a customer oriented and market-driven organization. it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want BSNL to increase the Quality of BSNL services by providing the Customers an attractive instrument with new wiring connections. The free incoming calls are key factor for satisfying customer.  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. The same strategy should follow in future also. Quality discounts hence the promotional activities would further strengthen the market share of the Company.  BSNL may also introduce some sales promotion such as cash discounts.  As the company vision is “BSNL LIMITED strives to be the preferred provider of mobile communication services in all its area of operation.  From the research study. BSNL abide by its un 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.  BSNL may reduce the monthly rentals and also the service tax. 89 | P a g e .  Caller Id’s should be provided immediately after the Customers requisition.

Hence. 90 | P a g e . have to understand about the Customers expectations. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. in order to thrive and excel.Conclusion BSNL being a public sector. They also have to understand about their competitors and their nuances in understanding their Customers. from this report it is clear that BSNL is the best service provider in Asia. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy.

Licensees of Pearson Education in South Asia. 13th Edition. BOOKS: 1. Mithileswar Jha. Marketing Research. Marketing Management. 3rd Place of publication: Published by Tata McGraw-Hill Publishing Date of publication: 2008 91 | P a g e . Place of publication: New Delhi Date of publication: 2009 2. Kotler Philip. Koshy Abraham. Edition. Leller Kevin Lane. Published by Dorling Kindersley (India) Pvt.. Nargundkar Rajendra. Ltd.Bibliography 1. New Delhi Company Limited.

JOURNALS 1.S.co.C.com 4. Lobri for Wishwa Prakash Eight Edition. KOTHARI. Business outlook 3.com 3. Wikipedia 92 | P a g e . Date of publication: 1995 4.yahoo. WEBSITES 1. A.2004 2. Business India 2.bsnl.3. www.google.R Research Methodology Published by V. Gilbert Jr. Published by The Dryden Press.in 2. 6th edition. www. Orlando Marketing ResearchPlace of publication: Methodological Foundation. Churchill. www.

L.L network ? (a)Yes.N. Which telecom connection do you use? (a)B. For clear sound and better coverage which telecom company do you think best? (a)B.ANNEXURE A set of questioners is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B.L .(b)Others 2. Are you satisfied with B.S.(c)Vodafone.L. The telecom facility that B.(b)Reliance. .(d)Airtel. 4. Please tick ( ) your choice able box 1.N.N.N.(e)Others.L is providing is sufficient or not? (a)Yes.N. (b)No 3.S.S.S.S. (b)No. 93 | P a g e .

5. Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L. (a)Yes, (b)No. 6. Do you think that the sim and cash card of B.S.N.L is available in the market? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? (a)B.S.N.L , (b)Others.

9. Do you have computer at home? (a)Yes , (b)No. 10. Do you have internet connection? (a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

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DOCUMENTS REQUIRED TO GET B.S.N.L SERVICE
1. Photo identity shall submit along with overleaf self attested. 2. Photo identity card issued by government or statuary authority. 3. Photo credit card. 4. Driving license. 5. Income tax pan. 6. Passport. 7. Voter id card. 8. Proof of address such as electricity bill , water bill , ration card.

CUSTOMER HELPLINE AND WEBSITE OF B.S.N.L.
CUSTOMER HELPLINE: 1. For land line services: 1500

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2. For cell one services: 3. For cell one services: (All India) :

9434024365

9400024365

4. For data one broadband services : 16004241600

5. For Sanchar net services: 1957 WEBSITES FOR B.S.N.L: 1. www.bsnl.co.in 2. www.bsnl.custcarecentre 3. www.wb.bsnl.co.in 4. www.bsnl.co.public 5. www.bsnl.co.wbese 6. www.bsnl.co.service 7. www.bsnl.co.network 8. www.bsnl.co.the 9. www.bsnl. co.basictariff 10.www.bsnl.co.mobiletariff 11.www.bsnl.co.datatariff 12.www.bsnl.co.internet.tariff

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mobiletariff 11.co. www.in 4. www. www.co.custcarecentre 3.bsnl.bsnl.service 7.bsnl.co.co.internet. www.bsnl.basictariff 10.the 9.bsnl.co.network 8.wb.bsnl. www.co.co.co. www.bsnl. www.in 2. www. www.public 5.co.tariff 98 | P a g e .bsnl.bsnl.co.1.bsnl. www.wbese 6. www. www. co.bsnl.bsnl.datatariff 12.

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