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Certificate Declaration Acknowledgement Executive summary


1 INTRODUTION 1.1 About the company 1.2 Satisfaction 1.3 Consumers satisfaction 1.4 Measuring of Customer satisfaction 1.5 Telecom service provider in Raipur city 1.5.1 Airtel 1.5.2 Idea 1.5.3 Reliance GSM and RIM 1.5.4 BSNL 1.5.5 Tata Indicom


2.1 Objective of Research 2.2 Purpose of Research 2.3 Limitations 2.4 Methodology 2.5 Sample Size

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3.1 Hypotheses Testing







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My project title was inclusive of objective, later on we discussed what dimensions should be covered under this title, like analysis of data collected by questionnaires which was filled by the users during the survey in the Raipur city, then I applied various statistical method like hypotheses, ranking, graphical representation, and various test on collected data to get accurate result.

In order to convince the respondents we have to explain them why we conduct survey and the information what we need is fill in the form of questionnaires. Our learning here is as follows:-

• •

I learn that theoretical knowledge is different from practical knowledge. Learned about some of the soft skills like acceptability, adjustability and patience required during field work.

• • • •

Time management. Art of convincing people. Discipline of the work place. Consistency in work.

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Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest


Company providing comprehensive range of telecom services in

India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VolP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM

Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. 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. Whether it is inaccessible GA 2008-2010 DIMAT Page 4

areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services.

BSNL is numero Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, Cell One, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers l.e, 85 per cent share of the subscriber base and 92 percent share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same

Backbone and Broadband Access Network. At present there are 0.6 million DataOne broadband customers.

The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351 ,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630, 000 million (US $ 14.37 billion).

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The turnover. reach. the customer is dissatisfied.1 Telecom Company of India. In a competitive market place where business competes for customers. the customer is satisfied.67 million) in the next three years.2 Customer satisfaction A business term is a measure of how products and services supplied by a company Meet or surpass customer expectation. It is seen as a key performance indicator within business and is a part four consumer perspectives of a balanced scoreboard. GA 2008-2010 DIMAT Page 6 . the customer is highly satisfied or delighted. nationwide coverage. If the performance falls short of expectations. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If the performance matches the expectations. comprehensive range of telecom services and the desire to excel has made BSNL the No. 733 crores (US$ 16. 1. If the performance exceeds expectations.1 Satisfaction Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance (or outcome) in relation to his or her expectations.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.

The 'quality values' which influence satisfaction behavior. Value.3 Measuring customer satisfaction Organizations are increasingly interested in retaining existing customers while targeting non-customers. Customer satisfaction is ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product number of both psychological and physical variables which correlates with satisfaction behaviors as such returns and recommend rate.There is substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. 1. But customer satisfaction measurement is the term which can provide the grant success to the organization. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and or services to the market place. Measurement of customers' satisfaction is a difficult task which is challenge for the marketer and organization. Timelines. further expanded on satisfaction includes: Quality. Efficiency and Ease improvement and organizational changes and measurement and are most often utilized to develop the architecture for satisfaction between the customer's being measure when an organization can fulfill customer expectation and perception about their needs. GA 2008-2010 DIMAT Page 7 .

The Company compliments its mobile and broadband & telephone services with national and international long distance services. It has set a target of 125 million subscribers by 2010 GA 2008-2010 DIMAT Page 8 .000 towers will result in the company achieving 70% population coverage. Telecom giant Bharti Airtel is the flagship company of Bharti enterprise. 2007 . Bharti has over 39 million users as on March 31. India's largest integrated and the first privet telecom service provider. The Bharti group has a divert business portfolio and has created global brand in telecommunication sector.000 cellists and 59% population coverage After the proposed network expansion. It has over 35. an additional 30.4 Telecom service providers in Raipur city BHARTI TELECOM One of the foremost corporate leaders of contemporary India Sunil Bharti Mittal is the chairman and MD of Bharti Airtel Ltd.016 route kilometers of optic fiber on its national long distance network. It has an installed base of 40.5 billion this fiscal (07-08) in network expansion. Airtel comes to us from Bharti airtel ltd. Airtel also provides the internet service by there cellular network customers have freedom to access the internet anytime anywhere across the India. The company will invest up to $3.1. Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country. based on the number of customers.

having listed on the Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE) in March 2007. Madhya Pradesh. Aditya Birla Group and AT&T by merging Tata Cellular and Birla AT&T Communications. Idea has received international recognition for its path-breaking innovations when it won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years The company has its retail outlets under the "Idea n' U" banner. IDEA Cellular is a publicly listed company. As India's leading GSM Mobile Services operator. GA 2008-2010 DIMAT Page 9 . Andhra Pradesh. Idea is only operator to launch GPRS and EDGE in the country. Haryana. Himachal Pradesh. Uttaranchal. Rajasthan and Kerala.5 billion and in the league of Fortune 500. IDEA CELLULAR Idea Cellular is a wireless telephony company operating in various states in India. Gujarat. A brand known for their many firsts. Customer Service and Innovation are the drivers of this Cellular Brand. UP-West. Rajasthan and Himachal Pradesh. UP-East.5% of Bharti's total subscriber base. Maharashtra. IDEA Cellular's footprint currently covers approximately 60% of India's telecom population. It also offers GPRS services in urban areas. With a customer base of over 24 million. The New Service Areas are Uttar Pradesh (East). Chattisgarh. Presently. an increase from 82. The company has also been the first to offer flexible tariff plans for prepaid customers. a US$ 24 billion corporation with a market cap of US$ 31. operations exist in 11 Service Areas covering Delhi.7% a year ago. Goa.Prepaid customers account for 88. IDEA Cellular has licenses to operate in all 22 Service Areas. It initially started in 1995 as a join venture between the Tatas. IDEA Cellular is part of the Aditya Birla Group.

including infrastructure and services well as individuals. Stimulate. Liberate . the auspicious occasion of Dhirubhai's 70th birthday. data and video) digital network. Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group (ADAG) of companies. Listed on the National Stock Exchange and the Bombay Stock Exchange. though sadly after his unexpected demise on 6 July 2002.Innovate. It includes broadband. high-capacity. RELIANCE INFOCOMM It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60. Reliance Communications has a reliable..000 route kilometers of a pan-India fiber optic backbone. There business encompasses a complete range of telecom services covering mobile and fixed line telephony. applications.. it is India's leading integrated telecommunication company with over 48 million customers. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain. for enterprises as India's one of the leading integrated telecom company. and consulting. GA 2008-2010 DIMAT Page 10 . national and international long distance services and data services along with an exhaustive range of value-added services and applications. Our constant endeavor is to achieve customer delight by enhancing the productivity of the enterprises and individuals they serve. This backbone was commissioned on 28 December 2002. Idea believes on these three words which makes Idea a Brand which made idea a formidable player in the telecom industry.. integrated (both wireless and wire line) and convergent (voice.

mobile data services through its R-World mobile portal. This portal leverages the data capability of the CDMA 1X network. Anil Ambani controls 66. Reliance Infocomm is an Indian telecommunications company. is part of Reliance Communications Ventures (RCoVL). At present. GA 2008-2010 DIMAT Page 11 . financial services (Reliance Capital) and telecom initiatives of the Reliance ADA Group. It is the flagship company of the Reliance-Anil Dhirubhai Ambani Group.75 per cent of the company. According to National Stock Exchange data. Reliance Infocomm also offered for the first time in India. Reliance Telecom's GSM cellular services are available in 340 towns within its eight-circle footprint. along with Reliance Telecom and Flag Telecom.Reliance Communications. comprising of power (Reliance Energy). Reliance Infocomm is currently managed by Anil Dhirubhai AmbanLlt uses CDMA2000 1x technology.36 billion shares of the company. which accounts for more than 1. Reliance's CDMA services are available in 19 states and cover about 65% of the country. state wise.

GA 2008-2010 DIMAT Page 12 . an International Long Distance Plan. In December 2002. It runs the brand name Tata Indicom in India in various telecom circles of India. The company forms part of the Tata Group's presence in the Telecommunication Industry in India. Idea. Tata is the direct competitor with Reliance. MTNL. an Indian Conglomerate. the company acquired the erstwhile Hughes Telecom (India) Ltd. fixed wireless. TTSL was incorporated in 1995 and was the first company to offer COMA Mobile services in India. both COMA operators in India. The company provides unified telecommunication solutions including mobile. and BSNL providing GSM based mobile telephony. fixed line and broadband.TATA TELECOM Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies. Other competitors are Vodafone. In September 2007. which was renamed Tata Teleservices (Maharashtra) Limited. specifically in the state of Andhra Pradesh. Airtel. Tata Indicom launched the Talk World plan. along with Tata Teleservices (Maharashtra) Limited (TTML) and VSNL.

2008 BSNL commanded a customer base of 31.06b (US$ 1. BSNL is India's oldest and largest Communication Service Provider (CSP). 4. 2008. Janpath. BSNL's earnings for the Financial Year ending March 31. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. It is the India's largest telecommunication company with 24% market share as on March 31. Currently BSNL has a customer base of 72. India's fastest growing cellular service. BSNL is India's largest Telco and one of the largest Public Sector Undertaking with estimated market value of $ 100 Billion.55 million Wireline. 2007 stood at INR 397. India Communications Corporation Limited) is a public sector communications company in India.34 million (Basic & Mobile telephony).The company was first in India to provide free intra network calling within city limits. This ambitious service uses state-of-the-art GSM technology to attain global excellence and leadership in business. There entry into this sector has brought GSM cellular GA 2008-2010 DIMAT Page 13 . As on March 31. Today.a status assigned to reputed Public Sector companies in India.21 million GSM Mobile subscribers.67 b) with net profit of INR 78. New Delhi.90 billion). Its headquarters are at Bharat Sanchar Bhawan. along with postpaid and prepaid services brings cellular telephony to the masses. Harish Chandra Mathur Lane. They launched a unique scheme providing lifetime rental free connectivity on its mobile and fixed wireless for a one time charge. through innovative technology and strategic pricing.15b (US$ 9.58 million CDMA-WLL and 36. It has the status of Mini-ratna . BHARAT SANCHAR NIGAM LIMITED (BSNL) Bharat Sanchar Nigam Limited (known as BSNL.

3 Limitations 2. an unprecedented mark in Indian Cellular Market.4 Literature Review 2. Cell One provides a number of Value Added Services.2 Purpose of Research 2. All serving a single objective. These services helps BSNL serve customer better & enhance the ease & quality of communication thus bringing global connectivity at customers' doorstep.service at an affordable cost to the common man. to provide better communication to millions across India. Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lack Cellular customers within ten months of launch of Cellular service.1 Objective of Research 2.5 Methodology GA 2008-2010 DIMAT Page 14 . CHAPTER: 2 2.

1 OBJECTIVES OF RESEARCH This study has been under taken with followings objectives:- 1) To find out the impact of customer satisfaction on BSNL services. 2) To find out the different features provided by telecom service provider 3) To find out the factor that influences the consumer to choose BSNL services. GA 2008-2010 DIMAT Page 15 .2. 5) To find out the satisfaction level of the features provided by telecom providers. 4) To find out the consumer satisfaction towards services provided by BSNL.

" Telecom Regulatory Authority of India periodically publishes a quarterly report on 'The Indian Telecom Services Performance Indicators'.2. TRAI collects performance-oriented data from various service providers on a quarterly basis to monitor the growth trend in the sector and to decide upon pro-active and So motto measures to fuel the growth of the telecom services in the country. in exercise of the powers vested in the Telecom Regulatory Authority of India (TRAI) under the TRAI Act. The survey also covers an assessment of the level of satisfaction with the services received by subscribers of these telephone service providers. the Authority has been conducting periodical survey of the quality of basic and cellular telephone services provided by different telecommunication service providers all over the country. The information contained in the report is collected from various telecom operators and service providers. The analysis of the impact of BSNL services on the level of customer satisfaction earned could be beneficial for the any company. 1997.2 PURPOSE OF RESEARCH "Every research has its own purpose which provides the sense to researcher to help for the society in any form. The present study was deemed necessary because of the following reasons: GA 2008-2010 DIMAT Page 16 . Also.

The study aims to provide inputs to testify few of such postulates in order to provide the service providers / producers afresh insights on the consumer behavior. quality and costs due to unsolicited operational aspects of gadgets. The study gives a comprehensive assessment of the satisfaction of consumers encompassing quality of technical service. and social/psychological promotional calis/SMSs etc. This research provides us the manifestation of the telephony users and there views will work as the recommendation for the telecom service provider. the strategies of service providers / producers to ensure customer satisfaction by serving them in a better way or providing quality gadgets use to be based on erroneous theoretical and partially tested empirical postulates. • Sometimes. The research is the assets of researcher.·Particularly the surveys conducted to assess the consumer satisfaction misses out on the multifaceted nature of consumer satisfaction and thus do not capture the status of consumer satisfaction holistically. It is also inspiration for the researcher to work out in future on another problem. Specific aspects to be studied were: • Level of the satisfaction of users GA 2008-2010 DIMAT Page 17 . Report writing is beneficial for the newly researcher as they can use there statistical techniques what they have learnt previously. The aim of study was to objectively understand the behavior of BSNL users in Raipur and further capture their satisfaction level that is influenced by various technical and non technical factors. One of the major purposes of the research study is that it is an intellectual property which encourages the researcher to find out the unknown aspects which is beneficial for the society.

3 LIMITATIONS OF THE RESEARCH This study has find out the impact of customer satisfaction of BSNL users with the specified features. Some question like receive of unsolicited calls and their response didn't provide honestly answers. Some of the respondents were not interested to fill the questionnaire. Due to time and money constraints sample size is very small. The limitations of the research are listed below: 1. Though researcher goes towards many of the findings and objective but in this crucial task has a lot of difficulties in the way to get destination. Females are not freely or easily show their interest regarding research and questionnaire. Specially the satisfaction and attitude measurement are the aspects which is very difficult to observe very correctly. 3. 4.• Reasons for dissatisfaction • Usage Pattern of functionalities and added services provided • Satisfaction regarding frequent calls 2. GA 2008-2010 DIMAT Page 18 . 2.

2.5. should be carefully studied. In the business of Website design. conference proceeding. it should be remembered that one source will lead to another. it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. the abstracting and indexing journals and published or unpublished bibliographies are the first place to go to. must be tapped depending on the nature of the problem. customer service is of vital importance. Because it's critical that you form a close working relationship with your client. GA 2008-2010 DIMAT Page 19 .4 REVIEW OF RELATED LITRATURE Review of related literature means researcher should undertake extensive literature survey connected with the problem. 6. Random sampling collection for the very low sample size does not give the appropriate result. SEVEN STEPS OF CONSUMER SATISFACTION It's a well known fact that no business can exist without customers. Open ended questions used in the questionnaire were answered very difficult fully by the respondents. A good library will be a great help to the researcher at this stage. government reports books etc. The earlier studies. if any. What follows are a selection of tips that will make your clients feel valued. which are similar to the study in hand. For this purpose. In this process. wanted and loved. Academic journals.

you're well on your way to a sale. I believe that if a potential client spends over half the meeting doing the talking. and how long it would be before they were working again. When you do meet them. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. A good example of this is my Web host. It's important to meet your customers face to face at least once or even twice during the course of a project. 2. which was nice. At every step along the way I was emailed and told exactly what was going on. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person. Now if they server had just gone down with no explanation I think I'd GA 2008-2010 DIMAT Page 20 . why things were going wrong. rather than a voice on the phone or someone typing into an email or messenger program. take time to ask them what they need. let the customer know you're working on it. but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. They also apologised repeatedly. confident and above all. be calm. Even if you're not able to solve a problem right away. If you're not used to this sort of thing it can be a pretty nerve-wracking experience.1. It might not always be practical to deal with all customers' queries within the space of a few hours. They've had some trouble with server hardware which has caused a fair bit of downtime lately. We all know how annoying it is to wait days for a response to an email or phone call. Rest assured. it does get easier over time. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. though.

This is very true. Making sure they know exactly what to do at each stage of GA 2008-2010 DIMAT Page 21 . That to me is a prime example of customer service. respond to your clients' wishes as best you can. It's vital that you keep a clear head. then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service. who should they tell? There's nothing more annoying for a client than being passed from person to person. If a customer has a problem. and at all times remain polite and courteous. it didn't seem so bad. but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. 4. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out. or not knowing who to turn to. But because they took time to keep me informed. It's very important to be friendly. and I at least knew they were doing something about the problems. 3. courteous and to make your clients feel like you're their friend and you're there to help them out. what should they do? If the first option doesn't work. There will be times when you want to beat your clients over the head repeatedly with a blunt object .have been pretty annoyed and may have moved my business elsewhere.it happens to all of us. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone.

6. Even if it's as small as sending a Happy Holidays email to att your customersft's something. but remember to do them. achieving this supreme level of understanding with your clients will do wonders for your working relationship. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However.and anywhere else it may be useful. So make sure your customer service policy is present on your site -. You have all the images. it shows there are real people on the other end of that screen or telephone. wanted and valued. Take this as an example: you're working on the front-end for your client's exciting new ecommerce endeavor. it makes the customer feel welcomed. originals and files backed up on your GA 2008-2010 DIMAT Page 22 . 5. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective. and most importantly. It shows you care.their enquiry should be of utmost importance.

you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Honors Your Promises It's possible this is the most important point in this article. deliver. " Your client is heartily impressed. Hopefully you'll be able to make use of some in your brochure. Meanwhile. or you might miss a deadline through no fault of your own. in your office. Sometimes. and remarks to his colleagues and friends how very helpful and considerate his Web designers are. safe in the knowledge this happy customer will send several referrals your way. technology can fail and sub-contractors don't always deliver on time.desktop computer and the site is going really well. In this case a quick apology and assurance it'll be ready ASAP wouldn't go a miss. As if by magic. you lay back in your chair drinking your 7th cup of coffee that morning. Conclusion GA 2008-2010 DIMAT Page 23 . During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. Clients don't like to be disappointed. something may not get done. Projects can be late. a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads: "Hi. The most common example here is project delivery dates. 7. The simple message: when you promise something.

to acquire a customer a company incurs GA 2008-2010 DIMAT Page 24 . To begin with. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back. Customer Retention Introduction In this era of intense competition. it is very important for any service company to understand that merely acquiring customers is not sufficient because there is a direct link between customer retention over time and profitability & growth. is a practiced art that takes time and effort to master. like any aspect of business. Complaints are natural part of any service activity as mistakes are an unavoidable feature of all human endeavor and thus also of service recovery. It also depends on the ability of the organization to encourage customers to complain and then recover when things go wrong. Customer retention to a great extent depends on service quality and customer satisfaction.Customer service. Importance of Customer Retention Why are customers more profitable for service firms over a period of time? There are a number of reasons for this. Service recovery is the process of putting things right after something goes wrong in the service delivery.

50Ox 12x 20=Rs. Services being rich in experience and credence qualities. they will treat the customer accordingly and will focus on building relationship with the very people who keep them in business. it is also very important to understand the life time value of a customer. Reichheld & Sasser coined a term 'Zero Defection'. Further. Once they understand it.they tend to purchase more over a period of time. which enables it to offer customized services which make it difficult for the customer to defect.. 1. The operating cost decreases when a customer stays. Considering the importance of retaining customers in service business.000. Reasons for customer Switching The reasons for customer switching can be identified as following: GA 2008-2010 DIMAT Page 25 . it is important for all the employees in the organization to understand the life time value of their customers. his average lifetime value will be Rs. if by a positive word of mouth. sales promotion etc. For example.20. he brings just one more customer to the organization. This may even provide opportunities to the organization to charge price premium by offering individualized services which may be difficult for the competitors to offer. which is very effective in case of services for attracting new customers. They highlighted that companies can boost profits by almost 100% by retaining just 5% more of their customers. 500 per month and stays with the company for 20 years. As they remain satisfied with a service provider. Longer the customer stays with an organization. Further. Therefore. his value to the organization doubles. if an average customer of BSNL pays Rs.promotional costs like advertising. it takes some time for customers to get accustomed to it and once they are used to the service and are satisfied with the service provider . they spread a positive word of mouth. It is said that it costs five times more to attract a new customer than retaining one. more the organization knows about him.

deceptive pricing) 2. impolite. who adopts customer- focused approach. GA 2008-2010 DIMAT Page 26 . Involuntary switching (customer moved. Strategies for Customer Retention (A) Complaint Management System Any worthwhile complaints management system has to have following basic features: a. the higher the customer satisfaction. Response response) to service failure (Negative response. Unsafe) 8. unfair pricing.1. invites complaints and indicates commitment of resolving complaints by its words and actions in all fairness. wait for appointment) 3. provider closed) An important aspect of the above is that six out of the eight service switching factors are controllable from a service organization's point of view. The quicker the complaints are dealt with. Pricing (High price. Billing errors) 4. the b. the less accessible it is to customers. c. Ethical problem (Cheating. Competition (Found better service) 7. reluctant 6. Accessibility: more formal the system for lodging complaints. Responsiveness: Complaints need to be dealt quickly. Core service failure (Service mistakes. Service encounter failure (Uncaring. Customer should know how to complain. d. no response. unresponsive behavior) 5. As a rule of thumb. Visibility: Customer should know where to complain. Inconvenience (Wait for service. Customer-focused approach: A service provider.

GA 2008-2010 DIMAT Page 27 . "An aircraft door was left open in a rainstorm before take off and a passenger near the door unfortunately got showered." It is very important for service companies to have service recovery strategies which can be applied in case of service failure. Continuous them.offered to have the customer's garments cleaned and made sure that a customer relations representative contacted the customer later to demonstrate that they genuinely cared. f. complaints are taken seriously and employees are empowered to deal with situations.but also made special gesture by offering the passenger a complimentary choice of certain tax free goods. 1. Measure the costs of effective service recovery. the staff understands the complaint processes. The following steps are useful in an effective service recovery system. when a customer departs unhappily.e. (8) Service Recovery Strategies Consider the following incident regarding an airlines (British Airways). Accountability: Someone in the organization has to take responsibility for complaint handling. The flight attendant not only did everything that was routine. Improvement: This is about looking at the root causes and fixing A good complaint management system must ensure that that complainant is kept informed. It should include the indirect cost also.

While reducing waiting time is important for a marketer. Close the customer feedback loop.e. 2. a customer's position in queue with continuous update. Since unoccupied time feels longer than occupied time. 3. If unexpected delays occur. explanation should be given to the customer. it is not possible to match demand & capacity. it is equally if not more. In case waiting cannot be avoided. If a customer's perceived waiting time is less. 5. The key is to impress upon GA 2008-2010 DIMAT Page 28 .e. For example. 4. This helps in reducing uncertainty and customer irritation. (C) Managing Customer Waiting Sometimes. 5. Train and empower employees. keep customer occupied by installing distractions that entertain and physically involve them. Various ways of managing customer waiting are as follows: 1. Provide 'waiting duration information' l. 4.2. TV sets. Act fast. magazines reading material can be provided in waiting area. information about the expected length of wait and/or 'queuing information' l. The organization should analyze its operational processes in order to identify and remove inefficiencies or bottlenecks. a reservation system can be used. he will be more satisfied with the service. Break customer silence and listen closely for complaints. and hence waiting by customers becomes inevitable. important to reduce the customer's perceived waiting time. if any. 3. The front line people must be trained and empowered by the organization.

more price conscious. It is like adding water to a leaking bucket. 6. several competitors can do this. Therefore. The challenge is not to produce satisfied customers. They are smarter. price premiums and through referrals. If these customers are retained with the organization. Various strategies such as measuring customer life time value. Try to reduce pre-service waiting time by transferring some of the pre-service waiting to the service encounter phase. more demanding. efficient complaint management system and service recovery strategies can be really helpful in retaining customers. they become really profitable by way of increase in purchasing. less forgiving and they are approached by many more competitors with equal or better offers. The challenge is to produce delighted and loyal customers. Keep resources not serving customer out of sight. This can be done by keeping idle employees out of view and conducting activities that do not involve customer interactions out of customer's sight. A smiling service person who knows his job well can be very helpful in overcoming many negative effects of waiting. 8. 7. training and incentive! rewards for providing good service should be made. high customer defection. reduced operating costs. Too many companies suffer from customer churn Le. Simple things like providing a glass of water or a cup of tea to the waiting customer can do wonders.the customer that he has not been forgotten. Conclusion Today's customers are becoming harder to please. GA 2008-2010 DIMAT Page 29 .

In it. he not only talks the of research methods but also considers the logic behind the methods he uses in the context of his research study and explains why he is using a particular method or technique and why he is not using others so that research results are capable of being evaluated either by the researcher himself or by others. the researcher studies the various steps that are generally adopted in studying research problem along with the logic behind them.5 RESEARCH METHODOLOGY Research methodology is a way to solve systematically the research problem. GA 2008-2010 DIMAT Page 30 . Thus. when a researcher talks of research methodology.2. It is necessary for the researcher to design his methodology for his problem as the same may differ from problem to problem.

a series of structured interviews and few focus group discussions. GA 2008-2010 DIMAT Page 31 . The proper steps following are very beneficial for the researcher. The information collected through survey was supplemented by conducting a few Focus Group Discussions with consumers in the all market segments. The sample size of 100 for the survey was drawn from various categories of consumers and thus appropriate representation of all market segments was ensured. 2. Empirical research was based on a stratified random sample survey.The proper research methods prevent the researcher to trap in the difficulties and rescue to problems occurring in the path of research study. The methodology to conduct the study was composed of different tasks as follows: The aim of study is to objectively understand the behavior of BSNL users in Raipur and further capture their satisfaction level that is influenced by various technical and non-technical factors. Specific aspects to be studied were: • Level of the satisfaction of users • Reasons for dissatisfaction • Usage Pattern of functionalities and added services provided • Satisfaction regarding frequent calls 1. The length of survey questionnaire was kept optimum to avoid the psychological burden of responding for the sampled consumers. A review of literature on consumer satisfaction in telecom industry was undertaken in order to define the comprehensive scope of the study and ensuring its objectivity.

The researcher has taken the consumer as sample for this research. The population is specific group of people. It becomes primary duty of a researcher to define the population from which he draws the sample. Since in this research the researcher has collected the sample according to his own convenience. conditions.To achieve this objective. Analytical Framework for the study is aimed at getting an insight in to the behavior of consumer by analyzing the data I information gathered through empirical research.5.3.1 UNIVERSE Population refers to the total of items about which information is desired. the city of Raipur was selected. The aggregate of such units is generally described as population. The population can be finite and in finite. all the units in any field of inquiry constitute universe and all elementary units constitute population. Population . 2. firms. so the sample is convenient sample and the sample size of the research is 100.5. The population is said to be finite if it consists of a fixed number of elements so that it is possible to enumerate it in its totality. Thus. which forms the pivot of research for developing and using. An infinite population is one in which it is theoretically impossible to observe all the elements. activities etc. The attribute that are the object of study are referred to as characteristics and the units possessing them are called as elementary units.2 SAMPLE The sample is the representative unit of population. GA 2008-2010 DIMAT Page 32 . 2.

2. and flexibility. are those which have already been collected by someone else and which have already been passed through the statistical process. Both primary data and secondary data were used in accomplishment of objective of the research. primary data and secondary data.3 SIZE OF THE SAMPLE This refers to number of items to be selected from the universe to constitute a sample. GA 2008-2010 DIMAT Page 33 . The primary data are those which are collected afresh and for the first time. In this type of sampling.5 DATA COLLECTION The task of data collection begins after a research problem has been defined. In this research Random sampling method is used. 2. items for the sample are selected deliberately by the researcher. It should be optimum. on the other hand. In other words. An optimum sample size is one which fulfills the requirements of efficiency. his choice concerning the items remains supreme.5. under this sampling.4 SAMPLING METHOD In this method the Sample units are chosen primarily on the basis of convenience to the investigator. reliability. the organizers of the inquiry purposely choose the particular unit of the universe for constituting a sample on the basis that the small mass that they so select out of a huge one will be typical or representative of the whole. Researcher should keep in mind two types of data.2. The size of the sample should neither be excessively large. representativeness. nor too small. The secondary data. and thus happen to be original in character.5.5.

It includes the persons who are employees. d) Mailed Questionnaires Methods. e) Schedules sent through Enumerators. students. GA 2008-2010 DIMAT Page 34 . b) Indirect oral Investigation. businessman. and house wives. Methods of Collecting Primary DataPrimary data may be obtained by applying any of the following methods:- a) Direct Personal Interviews. Primary DataIn layman's language data originally collected in the process of the investigation are known as primary data. professionals. The present study has been organized on a sample size of 100 Respondents is thus both a residential and user unit which is considered as respondent. In this Research we have adopted the "Direct Questionnaire Method" and Personal Interview Method for collecting primary data.1. Workman. c) Information from Correspondents. A qualitative exploratory Questionnaire survey study was conducted to understand the attitude of Raipur's consumers towards mobile services.

GA 2008-2010 DIMAT Page 35 .

CHAPTER: 3 ANALYSIS AND INTERPRETATION Number of respondents using service providers SERVICE PROVIDER AIRTEL IDEA BSNL RELIANCE GA 2008-2010 NO. OF REPONDENT 30 15 34 16 PERCENTAGE (%) 30% 15% 34% 16% DIMAT Page 36 .

Gender wise analysis GENDER MALE FEMALE TOTAL RESPONDENT 76 24 100 NUMBER OF PERCENTAGE(%) 76% 24% 100% GA 2008-2010 DIMAT Page 37 .IDEA • BSNL • RELIANCE • TATA INDlCOM INTERPRETATION:Thus by observation table we can get the result that BSNL and Airtel are both have equal respondents and have its market share high than others.TATA INDICOM TOTAL 5 100 5% 100% NO ..OF RESPONDENT • AIRTEL .

NUMBEROF 80 70 60 50 40 30 RESPONDENT 20 10 o MALE • NUMBERO:F RESPONDENT 76 FEMALE 24 INTERPRETATION:Thus by observation table we conclude that the male users is 76% out of total respondents out of our sample size that is 100. Preference of using services SERVICE PROVIDER AIRTEL IDEA BSNL RELIANCE TATA INDICOM TOTAL RANK 1 RANK 5 10 14 23 13 40 100 55 5 17 28 5 100 GA 2008-2010 DIMAT Page 38 .

Satisfaction level of customer care services LEVEL OF SATISFACTION HIGHLY SATISFIED SATISFIED AVERAGE DISSATISFIED HIGHLY DISSATISFIED TOTAL NO.• RAN 1<1 • RANI(S AIRTEL IDEA BSNL RELIANCE TATA INDICOM INTERPRETATION:- Thus by observation table we can get the result that Airtel have the highest preference among the respondents and Tata Indicom have the least preference whereas BSNL having mixed reactions among the respondents. OF RESPONDENTS 5 32 43 12 8 100 PERCENTAGE (%) 5% 32% 43% 12% 8% 100% GA 2008-2010 DIMAT Page 39 .

Features to be required in telecom service FEATURES Network coverage Voice quality Accuracy of billing Time to repair faults Variety of value added service provided Tariff schemes RATING (1-5) 4.4 2. OF RESPONDENTS o ~--~----~--~--~----~ INTERPRETATION:The buyers behavior is universally known that their highly satisfaction is very difficult and here also only 5% users are highly satisfied and only 43% are satisfied averagely and 32% are satisfied which shows that customer care is improving and a major factor for checking the satisfaction level.8 3.3 3.45 40 35 30 25 20 15 10 5 • NO.8 1.2 3 GA 2008-2010 DIMAT Page 40 .

3 Network coverage Voice quality Accuracy of biling TIme to repair fau Its Variety of va. GA 2008-2010 DIMAT Page 41 .Rating (1-5) • Rating (1-5) 4.lu€ added service provided Tariff schemes INTERPRETATION:Thus by the observation it is clear about the features required in a telecom services. in which network coverage is most desired feature.

It is a prediction or proposed solution to a problem based on prior knowledge or information gathered.HYPOTHESES FORMULATION OF HYPOTHESIS. hypotheses refers to many. A hypothesis must be able to be tested. A hypothesis is also referring to one. The hypothesis is a statement. It is an 'educated guess' about the outcome of the experiment. Chi-square test GA 2008-2010 DIMAT Page 42 .

E= RT*CT N Where. we have to find out the expected value of observed frequencies.Null hypothesis Alternative other. E=Expected frequency RT=the row total for the counting the cell GA 2008-2010 DIMAT Page 43 . is satisfaction and different features are dependent to each hypothesis Calls Basic Telephony Customer Care Service Regarding Various Schemes Satisfied Dissatisfied TOTAL TOTAL 77 23 100 85 5 90 42 43 85 204 71 275 To determine the value of X2. is satisfaction and different features are not dependent to each other. And Formula to find it is following.

82 of 85=204*90/275=66.24 of 42=204*85/275=63.CT=the column total for the column containing N=the total number of observations. the cell Expected value of all numbers starts from column wise. E.95 Now the calculation Formula for that of chi-square test Where E=Expected O=Observed frequencies frequencies Degree of freedom is =(C-1 )*(R-1) (3-1 )*(2-1) =2*1 =2 I GA 2008-2010 (O-E)2 I (O-E) 2/E DIMAT Page 44 .Value of 77=204*100/275=74.76 of 5=71 *90/275 =23.05 of 43=71 *85/275 =21.18 of 23=71 *1 00/275=25.

so our hypothesis is rejected and therefore satisfaction and different features are dependent to each other.94 Significance level is 1%.29 443.18 25. the tabulated value is 9.21.82 66.20 L(O-E)2/E =46.11 0.56 332.05 21.24 63.94 7.03 20.31 4.29 0.31 7.98 14.56 443. CHAPTER: 4 GA 2008-2010 DIMAT Page 45 .77 23 85 5 42 43 74.94 332.76 23. Hence the calculated value of chi-square is more than from tabulated value.95 7.

FINDINGS AND RECOMENDATION! FINDINGS After the analysis of the data collected the followings were the findings: ~ The result that BSNL and Airtel are both have equal respondents its market share high than others. and have GA 2008-2010 DIMAT Page 46 .

RECOMMENDATIONS ~ Telecom service provider can increase their level of satisfaction to the customers by providing the congestion free network with good signal support.~ That the male users is 76% out of total respondents out of our sample size that is 100. ~ Airtel have the highest preference among the respondents and Tata Indicom have the least preference whereas BSNL having mixed reactions among the respondents. ~ Satisfaction level and different features of service are dependent to each other. ~ 5% users are highly satisfied and only 43% are satisfied averagely and 32% are satisfied with the service provided. ~ Network coverage is most desired feature for a telecom user. DIMAT Page 47 GA 2008-2010 .

GA 2008-2010 DIMAT Page 48 . ~ There should be effective customer care services which can properly work on complaints of customers for their comfort ability. ~ The effective schemes could also raise the customer satisfaction as their will be more moneys' worth.~ The paying cost for these services should be low which is affordable by the lower and middle class persons. ~ There should not be very much unsolicited calls which make people irritated.

airtel.BIBLIOGRAPHY The name of the books.Second Edition ~ Business Today.tataindicom. Ghosh.com www.in www. Kothari. websites Magazines and News papers referred to prepare the research are as follows: ~ Philip Kotler.traLco.rim.in GA 2008-2010 DIMAT Page 49 .com www. .com www.bsnl. Research Methodology. Ltd.co. Published by Ashok K.R. New Age International Pvt.in www. 12th Edition ~ C.ideacellular. Marketing Management. Business Magazine INTERNET: www.

CHAPTER: 6 ANNEXURE "BSNL services on customer satisfaction Questionnaire II Name:Age:Phone no. :GA 2008-2010 DIMAT Page 50 .

Dissatisfied: .. Average: '____. Network coverage Voice quality Accuracy of billing Time to repair faults Variety of value-added services provided Tariff schemes I I BI I I . Highly dissatisfied: 5. 1. Rate how feel about the frequent calls regarding the various schemes? 1. Which Teleservices you prefer. Highly satisfied: 4. Highly dissatisfied: 3.-I _--' I 4. Average: .-I _--' 2. Satisfied: 3.(rank 1to 5) Airtel Indicom ' __ Idea__ BSNL.--I ____.-I _--' 5.I 5.Occupation:NOTE: Remember to respond to all items. even if you are not completely sure. Dissatisfied: .--I ____. If BSNL user how much satisfied are you with the basic Telephony of BSNL? 1. Rate how much you are satisfied by the customer care service? 1.. Average: . Dissatisfied: GA 2008-2010 2. Also.-I _--' 2. _ _ Reliance Tata 2.J 6. 5. Highly satisfied: 4. DIMAT Page 51 . please be honest in responding to these statements.. Highly dissatisfied: '____. Which Telecom services you are customer of? 3.. Satisfied: . Satisfied: I I 3. Highly satisfied: 4.--I ____... please rank. Please rate (1to5) the features you look for in Telecom Service Provider.J .

What are your recommendations you need for service provider? GA 2008-2010 DIMAT Page 52 .7.

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