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K (09141E0015) At BSNL SERVICES LIMITED
Under the esteemed guidance of Mr. GOVERDHAN sir M.B.A Department of Management Studies, S.R.T.I.S.T, Nalgonda.
Customer perception is defined as the process by which individual selects, organize, and interpret stimuli into a meaningful and coherent of the world. It can be described as “How we see the world around us”. to individuals may be exposed to the same stimuli under the same apparent conditions, but how each person recognizes, selects, organizes & interprets these stimuli is a highly individual process based on each person’s own needs, values and expectations. Customers constantly judge a BRAND or PRODUCT on what they perceive true about it. No two people perceive anything exact same way. When it comes to customers it their perception of quality of service you offer that determine success. Perception is the process of acquiring, interpreting, selecting and organizing sensory information. The word perception comes from the Latin perception-, perception meaning “receiving, collecting and action taking possession and apprehension with the mind or senses”. Methods of studying perception ranges from essentially biological or psychological approaches. Perception is one of the oldest fields with in scientific psychology or and there are correspondingly many theories about its underlying process. The oldest quantitative law in psychology is the Weber-Fetcher law. Which quantifies the relationship between the intensity of physical stimuli and their perceptual effects? It was the study of perception that gives rise to the Gestalt school of psychology, with it’s emphasizing on holistic approach.
NEED FOR STUDY
When the company provides customer perception which is in good quality and accepted by the customer by all means of his perception it makes a positive word of mouth by the customer which results in increase in sales of the company.
OBJECTIVES OF THE STUDY
• • •
To know the effect of BSNL offers on the customers. To know the customer perception towards BSNL services. To create a top of mind awareness about BSNL services in Nalgonda by providing the information to customers.
To know the satisfaction level of customers.
The study will allow knowing the opinions. suggestions of the customers for the BSNL services Brand. 3. To analyze customer awareness & perception towards BSNL services. attitudes. From the student point of view it helps me to understand how many are aware of the brand and to know about the industry.SCOPE OF THE STUDY 1. 2. perceptions. . From the company point of view it gets the feedback and suggestions from the customers and thus can implement different sales and promotion activities. 4. views.
RESEARCH METHODOLOGY: Research methodology describes how the research study was undertaken. research design. . are those who are using with Bsnl. Sample units: The sampling units used by the researcher for this research. the sampling method and the tools used. and method of data collection. Sample size: The number of samples collected by the researcher is 100 customers. SAMPLE DESIGN: Geographical area: The study is conducted in Nalgonda. This includes the specifications of source of data. Duration of project: The duration of project work is about 45 days Population: Population for this research is set of customers those who are using with Bsnl in Nalgonda.
The researcher used structured questionnaire. SOURCE OF DATA Primary data: The researcher collected both by direct survey from the dealer’s through questionnaire.Sampling procedure / Sampling method: The sampling method used for this study is non-probability convenience sampling. Then the responses are filled up in the questionnaire. Questionnaire The questionnaire is prepared in a well-structured and non disguised form so that it is easily understandable and answerable by everyone. RESEARCH INSTRUMENT: Research instrument used for data collecting is questionnaire and interview schedule. The type of questions include in the questionnaire are open-ended questions. which is selected according to the easy and convenience of the researcher. industry profile and official web sites. multiple choice questions and dichotomous questions. . Interview Schedule The interview method of collecting data involves presentation of oral-verbal stimuli and reply in terms of oral-verbal responses. for further analysis. Secondary data: Here the researcher collected secondary data from the company profile.
The statistical analysis is useful for drawing inference from the collected information.FRAME WORK OF ANALYSIS:- STASTICAL TOOLS USED FOR ANALYSIS: The researcher carries out analysis through various statistical tools. Simple percentage analysis Bar diagrams Pie charts .
Digitalizations permits greater traffic capacity. and handheld computers. European nations and much of the rest of the world have adopted the GSM standard. Competing digital standards have slowed development of wireless services in the US.INDUSTRY PROFILE The need for mobility. More recently. Verizon Wireless (a joint venture of Verizon . pagers. has driven rapid growth in the wireless communications services industry. in the workplace as well as in our everyday lives. Code Division Multiple Access (CDMA). as well as opening the door to innovative data and Internet services. making it easier for customers to use their mobile phones in different countries and spurring the development of customized data services. which delivers voice and data over mobile telephones. the promise of the mobile Internet has added to imaginative ways that consumers and professionals alike utilize these services. which increasingly are being personalized to appeal to the individual user while fitting on smaller devices. US market leaders include Cingular Wireless (a joint venture of SBC Communications and BellSouth and the leading wireless carrier in the US after its acquisition of rival AT&T Wireless). however. and better sound quality. The switch from analog to digital networks has been responsible for rapid growth in the wireless communications industry. lower prices. with various providers employing all three of the world's major wireless standards: Time Division Multiple Access (TDMA). and the Global System for Mobile Communications (GSM).
and Sprint PCS. Carriers such as Vodafone. As more and more consumers are able to access the Internet through wireless devices. The huge debts that wireless operators have accumulated buying licenses and developing networks have been coupled with the lack of a so-called "killer application" to drive consumers to the newest technologies. have rolled out mini-browser services and e-mail access. . To meet the demands of the future. These prices proved inflated following the downturn that has so adversely affected the telecom industry. service providers hope to persuade users to shop and entertain themselves using these Web-enabled phones and other devices. and competitors have followed suit.Communications and the Vodafone Group). which were once cast aside as mobile voice services became more common and less expensive. Pagers. operators are laying the groundwork for so-called 3G networks. NTT DoCoMo. have proved to be popular vehicles for wireless e-mail delivery as both messaging devices and networks have been improved. The Internet has kept alive the promise of continued growth. and Sprint PCS (the wireless unit of Sprint Corporation). Service providers have paid billions of dollars for 3G licenses in national auctions in Europe. Advertisers aim to steer users into the nearest store with marketing messages beamed directly to the consumer. the third-generation infrastructure that follows first-generation analog and second-generation digital systems.
The sample size used for this research is 100 and the samples are chosen from north India (Chandigarh. INDUSTRY PROFILE (Indian cellular companies) Abstract In India cellular service were made available to the public after liberalization of telecom policy way back in1994.. Z test are used for the purpose ofdata evaluation. Sirhind and Gobindgarh) region viz. It offers . the company is one of the world's fastest growing telecom companies. The statistical tools i. Vodafone. Airtel. formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's largestmobile phone and Fixed Network operators.e. Mohali. mobile phone subscriber growth. Z test. Cellular operator. Since then ever operator in the cellular services sector has been vying to after of range of a new services. With more than 50 million subscriptions as of 1st October2007. satisfaction. Wireless telecom operators have been forced to accept that increasing competitiveness in the industry and declining numbers of subscribers are the reality. BSNL. Keywords: cellular service. Standard deviation. The present research investigated customer perception towards services provided by the cellular companies and checks the satisfaction level of the customers with the service they are using. which has outstripped expectations for years. has nearly halted. except in underdeveloped nations.Though the number of people using wireless communications devices has surpassed 1 billion.Kharar. Customer. Spice and others wastaken into consideration. Reliance. AIRTEL Bharti Airtel .
offeringvoice and data services in 16 of the countries 23 licence areas. It offers both prepaid and postpaid GSMcellular phone coverage throughout India and is especially strong in the major metros. the marketing brand used is simply Vodafone. VODAFONE Vodafone Essar is a cellular operator in India that covers 16 telecom circles in India.BSNL is India's oldest and largest Communication Service Provider (CSP). India's sixth richest man with a total worth of US$27billion. Janpath. which accounts for more than 136 crore sharesof the company.75 per cent of the company.Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology. Harish Chandra Mathur Lane.its mobile servicesunder the Airtel brand and is headed by Sunil Mittal. Reliance Infocomm is an Indian . BSNL Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India.a status assigned to reputed Public Sector companies in India. telecommunications company. is part of Reliance Communications Ventures (RCoVL). RELIANCE Reliance Communications (formerly Reliance Infocomm). According to National Stock Exchangedata. Its headquartersare at Bharat Sanchar Bhawan. along with Reliance Telecom and FlagTelecom. Despite the name ofthe company. It has the status ofMini-ratana .It is the largest telecommunication company in India and the sixth largest in the world . Anil Ambani controls 66. New Delhi.
TTSL was incorporated in 1995 and was the first company to offer CDMA Mobile services in India. The company forms part ofthe Tata Group's prescence in the Telecommunication Industry in India. . an Indian Conglomerate.TATA INDICOM Tata Teleservices Limited (TTSL) is part of the Tata Group of Companies. along with Tata Teleservices(Maharashtra) Limited (TTML) and VSNL. Itruns the brand name Tata Indicom in India in various telecom circles of India.specifically in the state of Andhra Pradesh.
Build customers confidence through quality and reliable services. Objectives: To be a lead Telecom services provider. and widespread transmission network including SDH system up to 2. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. DIAS .5 gbps. NECEtc. Government of India became a corporation and was christened Bharat Sanschar Nigam Limited (BSNL).COMPANY PROFILE On October 1.32 billion. Broadband & more than 400. 2000 the department of telecom operations. VPN. 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. o Implementation of Triple play as a regular commercial proposition.DWDM system up to 80 gbps web telephony . EWSP . Provide bandwidth on demand. FETEX .000 data customers BSNL continues to serve this great nation . Today BSNL is the number 1 Telecommunications company and largest public sector undertaking of India with authorized share capital of $ 3977 million and net worth of 14. .With latest digital switching technology like OCB.AXE -10.Its responsibilities include improvement of the already impeccable quality of telecom services in all villages and instilling confidence among its customers.
ORGANIZATION CHART OF BSNL:- .
DDG (BW) SR.DDG (PERS) DDG (IR) Sr.DDG (SW) Sr. DDG (SPF) Sr.DDG (TX) Sr.DDG (BBF) Sr.STR .DDG (PG) Sr.DDG (NM) Sr.DDG (IT) Sr.DDG (PF) Sr. DDG (WS&I) CGM(MTCE Reg) -ETR -NTR .DDG (ARC) Sr.DDG (BBD) Sr.DDG (CS) Sr.DDG (EFC) Sr.DDG (FP) Sr.WTR CGM (NCES) CGM (T&D) Sr.DDG (SP) Sr.DDG Sr.BRBRAIT T Gujrat Haryana Himachal Pradesh Jhrakhand Jammu & Kashmir Karnataka Kerala Madhaya Pradesh Marashtra North East-I North East-II Orrisa Punjab Rajasthan . (SR) DDG (COMML) DDG (MKTG) DDG (REGULN) MD Andman & Nicobar Andhra Pradesh Assam (TRG) Bihar ALTIC Chattisgarh CGM.DDG (NS) DDG (Broadband) DDG (MM) DDG (RN) DDG (TF) DDG (LTP) DDG (CTF) CGM (NETF) CGM (Project) -ETP -NTP -STP -WTP CGM (QA) CGM (RE) CGM (TS) CGM (TFs) -Jabalpur DDG (RESTR) DDG DDG CGM.DDG (CMTSOM) DDG (CMTS) (Vigilanc e) CGMs T.CMD BSNL DIRECTOR FINANCE DIRECTOR OPERATIONS DIRECTOR COMML&MKT DIRECTOR PLANNING&N S CS&GM DIRECTOR (legal) HRD SR. DDG (CA) Sr.DDG (NW&WS) Sr. DDG (IA) Sr.DDG (EST) Sr.circle / Sr.DDG (MS) Sr.DDG (MIS) Sr DDG (TS) Sr.DDG (ELEC) Sr. DDG (TRF) Sr.
-Kolkata -Mumbai -Richhai Uttar Pradesh(W) Uttar Pradesh (E) Uttranchal Revenue earned by BSNL in last 7 years. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/. other services such as VPN. Video-onDemand. Broadcast application etc will be added. West Bengal Chennai TD Kolkata TD BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. . Keeping the global network of Networks networked.per month only. Subsequently. Multicasting. the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access. Video Conferencing.
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. same access no ‘172233’. It can also facilitate both desktop video and high quality video conferencing. 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.CLI based access (no account is required) and DIAS service. Intelligent Network Intelligent Network Service (In Service) offers value-added services. You can use your dialup sancharnet account from any than 1. . for web browsing and E-mail applications.7 million for sancharnet place in India using the service. data and image transfer over the same line. BSNL has customer base of more BSNL also offers Web hosting and co-location services at very cheap rates.
Objectives: • • • • • • • To be a lead Telecom services provider. Provide bandwidth on demand. MISSION AND OBJECTIVE VISION: To become the largest telecom service provider in Asia. Contribute towards: National plan target of 10 crore subscriber base for the country by 2010 Broadband customers base of 20 million in the country by 2010 Telephone in all villages. Build customers confidence through quality and reliable services. 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.
unified messaging service (send and receive e-mails) etc. Connecting the remote and scattered rural areas. Voice Mail. Cellular Mobile Service BSNL’s GSM cellular mobile service Cellone has a customer base of over 5. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. Countrywide WLL is being offered in areas that are non-feasible for the normal network. Limited mobility without any air-time charge . 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. Short Message Service (SMS) both national and international. It has got coverage in all National and State Highways and train routes. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. E-mail. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).• Implementation of Triple play as a regular commercial proposition. CellOne provides all the services like MMS. GPRS.2 million.
BSNL changed the name of all its existing services to streamline its Brand portfolio SERVICE TYPE Landline [Wired] phones CDMA Wireless landlines/mobiles GSM Postpaid Mobiles Dial –Up Internet Broadband Internet OLD NAME Bfone Tarang Cell One Sancharnet Dataone NEW NAME BSNL Landline BSNL WLL BSNL mobile Postpaid BSNL internet BSNL Broadband BSNL OFFERS FREE INSURANCE COVERAGE FOR CUSTOMERS :In the first move of its kind in the Telecom sector in India . BSNL offers free Insurance coverage for its subscribers in case of Accidental Death Permanent total disability due to accident .BSNL Brands In year. 2008.
The customers will be covered by Bajaj Allianz insurance co.484 as on 31/5/2007 35.000 The period of insurance will be initially for 1 year from 14 January 2008. STD& Highway] Total number of connections STD Stations Number of STD stations as on 31/5/2007 32. TELEPHONE BSNL Landlines Total number of connections WLL Total number of connections Village Public Telephones Total Number of connections Public Telephone [Local.31. The capital sum insured per connection is Rs.82. 50.457 CUSTOMER CARE Several steps have been taken at BSNL to augment the quality of customer care to international standards.99. .544 as on 31/5/2007 3.53.The Insurance coverage scheme will be applicable for its subscribers of landline including WLL & postpaid cellular services. Ltd.011 as on 31/5/2007 20.824 as on 31/5/2007 5.49.
Pagers being given to outdoor staff in a phased manner for speedy rectification of faults.M without any break for all activities.M to 8 P.Access round the clock helps 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. With a view to simplify and offer customer friendly services. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. . so that customers can make payments 24X7 at their convenience. Cheque deposit machines have also been installed in many cities. Accordingly. Majority of the local network is built up on jelly filled and OFC for trouble free service. a single demand note would be issued to the customer in respect of all the connections applied for. Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished. more than one Bfone connections can be applied on a single application form. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.
4 million WLL capacity. Bharat Sanchar Nigam Ltd. it has about 47. MPLS-VPN. introducing new telecom services with ICT applications in villages and wining customer's confidence. Bharat Sanchar Nigam Limited (known as BSNL.5 Lakhs villages. India Communications Corporation Limited) is a public sector telecommunication company in India. more than 37382 fixed exchanges. a status assigned to reputed public sector companies in India. Carrier service. Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables. expanding the network. VSAT. Within a span of five years it has become one of the largest public sector unit in India. 7330 cities/towns and 5. formed in October. Remote Line Units (RLUs). Its headquarters are at Bharat Sanchar Bhawan. GSM Mobile. IN Services etc. BSNL has installed Quality Telecom Network in the country and now focusing on improving it. New Delhi. is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wireline. 287 Satellite Stations. 3G. Janpath. It is India's largest telecommunication company with 24% market share as on March 31. 18000 BTS. 2008. Internet. 2000. It has the status of Mini Ratna. Today. 20. BSNL is India's oldest and largest . VoIP services. 480196 Rkm of OFC Cable.3 million line basic telephone capacity. Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Broadband.1 Million GSM Capacity. Harish Chandra Mathur Lane. 63730 Rkm of Microwave Network connecting 602Districts. CDMA mobile.
2008 stood at INR397. Main Services being provided by BSNL BSNL provides almost every telecom service.L Office to gather full information about the system and working of whole region 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 Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India.67 b) with net profit of INR 78. however following are the main Telecom Services beingprovided by BSNL in India:1.Communication Service Provider (CSP).500 Crores) and assets of US$ 14. GSM Mobile subscribers.26 billion (INR 17.a status assigned to reputed Public Sector companies in India. Janpath.N.06b (US$ 1. BSNL is India's oldest and largest Communication Service Provider (CSP). Universal Telecom Sevices : Fixed wireline services & Wireless in Local loop (WLL) using CDMA . Its headquartersare at Bharat Sanchar Bhawan. Harish Chandra Mathur Lane.It is the largest telecommunication company in India and the sixth largest in the world .90 billion).15b (US$ 9. 4. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.S. New Delhi. It has the status of Mini-ratana .74 billion. BSNL's earnings for the Financial Year ending March 31. To look for details and to collect data for my project I worked in B. Currently has a customer base of 73 million as of June 2008.
BSNL is dominant operator in fixed line. Internet: BSNL is providing internet as dial-up connection (sancharnet) and ADSLBroadband. and interpret stimuli into a meaningful and coherent of the world. 2. The word perception comes from the Latin perception-. 3. organizes & interprets these stimuli is a highly individual process based on each person’s own needs.Technology called bfone and Tarang respectively. Pre-paid Cellular services of BSNL are known as Excel. No two people perceive anything exact same way. selects. Customers constantly judge a BRAND or PRODUCT on what they perceive true about it. Perception is the process of acquiring. interpreting. perception meaning “receiving. As on March 31. selecting and organizing sensory information. It can be described as “How we see the world around us”. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone servicesUsing GSM platform under brandname Cellone. values and expectations. organize. When it comes to customers it their perception of quality of service you offer that determine success. 2008 BSNL had 17% share of mobile telephony in the country. to individuals may be exposed to the same stimuli under the same apparent conditions.As on March 31. BSNL Has around 50% market share in broadband in India. REVIEW OF LITERATURE: CUSTOMER PERCEPTION Customer perception is defined as the process by which individual selects. collecting . but how each person recognizes. 2008 (end of financial year) BSNL had 76% share of fixed and WLL phones.
Perceptions vary from person to person. Methods of studying perception ranges from essentially biological or psychological approaches. But more than that. The oldest quantitative law in psychology is the Weber-Fetcher law. Introduction Customer perception is an important component of relationship with the customers. Which quantifies the relationship between the intensity of physical stimuli and their perceptual effects? It was the study of perception that gives rise to the Gestalt school of psychology. And the meanings might change for a certain person. Perception is one of the oldest fields with in scientific psychology or and there are correspondingly many theories about its underlying process. It is also valid in business to business situations. Perceptions . we assign different meanings to what we perceive. The concept of customer perception does not only relate to individual customers in consumer markets.and action taking possession and apprehension with the mind or senses”. with it’s emphasizing on holistic approach. One might change one's perspective or simply make things mean something else. Different people perceive different things about the same situation.
Consumers wants are never ending Consumer behavior research studies are gaining important today . The consumer behaviors behavior process is being studied . Consumer is a complex entity .as it may go unnoticed by the prospective consumer.This holds true for every type of marketing system .The consumer research studies are gaining importance today.“Perception can be defined as the process of selection .consumer have complete freedom of choice in the selection of goods.Marketers have to create an understanding impression about their message . Therefore it would appear that those producers whose goods most nearly conform to the ways of the consumer will be favored by the consumer and an edge over their competitors.organization and interpretation of stimuli into a meaningful and coherent picture of the world “.The same stimulus can act in different forms on two individuals. Quite often a consumer may interpret the information to likes and usually a person retains little of what he learned in that information.be it a developing economy or a developed economy .an marketing system exists primarily for the purpose of satisfying the needs wants of the consumer . as they have different perception .It is process by which an individual selects organization and interprets information to create a meaningful pictures of what he has heard or seen . Conclusion Broadly speaking .
1. of respondents % of respondents 1. Which brand of network are you using? A) Bsnl C) Idea B) Airtel D) Other ( ) TABLE S.No Criteria No. 4. cultural anthropology and economics .from various angles comprising of psychology .this is going to be a continuous process.this is to gain a better understanding as to why consumer accepts or rejects the products services . Bsnl Airtel Idea oher Total 60 20 15 05 100 60% 20% 15% 05% 100 GRAPH: . 3.sociology. 2. socio psychology.
The other 15% have Idea and the rest 15% of the Customers have other networks. 2.No 1. 3. 4.INTERPRETATION: Of about 100 Customers 60% are having Bsnl and 20% are Airtel. Through which you got to know about BSNL? A) Relatives C) Advertisement TABLE: S. Criteria Relatives Friends Advertisement Other Total No. of respondents 20 20 46 14 100 % of respondents 20% 20% 46% 14% 100 B) Friends D) Other ( ) GRAPH: . 2.
Do you like to purchase on Bsnl? A) Yes B) No ( ) TABLE: S. 20% are Customer are Relatives and 20% are Customer are Friends 14% customers are to know other process.No 1. 3. 46% of the customers Know Bsnl through Advertisement.INTERPRETATION: This table shows the Awareness about of the customer in using with Bsnl. Criteria YES NO Total No. 2. of respondents 68 32 80 % of respondents 68% 32% 100 GRAPH: .
4.No 1. of respondents 77 23 100 % of respondents 77% 23% 100 GRAPH: . Criteria YES NO Total No.NTERPRETATION: About 68% of the customers are like to purchase to Bsnl and 32% customers are like to purchase other companies. 2. Do you trust Bsnl services? A) Yes TABLE: B) No ( ) S.
of respondents 40 25 20 05 % of respondents 40% 25% 20% 05% . 5. 4. Criteria more than two years one to two years one year to six months less than six months No.INTERPRETATION: About 77% of the customers are trust to Bsnl and 23% customers are do not trust to Bsnl. 3. Since how long you are using bsnl? A) More than two years C) One year to six months TABLE: B) One to two years D) Less than six months ( ) S.No 1. 2.
25% are Customer are one to two years and 20% are Customer are one year to six months.5% customers are less than six months.Total 100 100 GRAPH: INTERPRETATION: Above 40% of the customers are more than two years. Criteria Network covarage service Price Other No. 6. of respondents 25 30 35 10 B) Service D) Other ( ) % of respondents 25% 30% 35% 10% .No 1. 4. 2. What made you to purchase this brand? A) Network coverage C) Price TABLE: S. 3.
No 1.Total 100 100 GRAPH: INTERPRETATION: Above 30% of the customers are to purchase to Bsnl having good service. 3. How do you rate the quality of Bsnl? A) Excellent C) Average TABLE: S. 4. of respondents 42 34 20 04 100 % of respondents 42% 34% 20% 04% 100 B) Good D) Poor ( ) . 25% are Customer are purchase to Bsnl having Network coverage and 35% are Customer are purchase to Bsnl having reasonable pricing.10% customers are purchase to Bsnl having other factors 7. Criteria Excellent Good Average Poor Total No. 2.
2.GRAPH: INTERPRETATION: Above 42% of the customers are to Quality of Bsnl is Excellent. 8.4% customers are Quality of Bsnl is Poor. 4. Promotions Strongly agree agree disagree strongly disagree No. of respondents 35 25 20 20 % of respondents 35% 25% 20% 20% . 3. 34% are Customer are Quality of Bsnl is Good and 20% are Customer are Quality of Bsnl is Average. Do you think that Bsnl will be the market leader in coming days? A) Strongly agree C) Disagree TABLE: B) Agree D) strongly disagree ( ) S.No 1.
Criteria price quantity quality Service Total No. 25% are Customer are agree to Bsnl will be the market leader in coming days. 4. How do you rate the Bsnl? A) Price C) Quality TABLE: S. of respondents % of respondents 20 15 30 35 100 20% 15% 30% 35% 100 B) Quantity D) Service ( ) .No 1. and 20% are Customer are disagree Bsnl will be the market leader in coming days. 3.20% customers are strongly disagree Bsnl will be the market leader in coming days. 2.Total 100 100 GRAPH: INTERPRETATION: Above 42% of the customers are Strongly agree to Bsnl will be the market leader in coming days. 9.
15% customers are rated quantity of Bsnl is Good 10. 30% are Customer are rated Quality of Bsnl is Good and 20% are Customer are rated Price of Bsnl is Good. 2.No Criteria No. of respondents % of respondents 1.GRAPH: INTERPRETATION: Above 35% of the customers are to rated Service of Bsnl is Good. 1 2 3 4 Total 40 20 25 15 100 40% 20% 25% 15% 100 B) 2 D) 4 ( ) . 3. How do you rank the Bsnl based on above factors? A) 1 C) 3 TABLE: S. 4.
of respondents 40 60 100 % of respondents 40% 60% 100 B) No ) .25% are Customer are 3rd rank and 20% are Customer are 2nd Rank.15% customers are 4th rank 11.No 1. Do you think that Bsnl needs any improvements? ( A) Yes If yes. 2. Criteria YES NO Total No.GRAPH: INTERPRETATION: Above 40% of the customers are to give to rank to Bsnl is 1. give your suggestions____________________________________________________________________ _____________________________________________________________________________ _ TABLE: S.
. • Many customers like to purchase Bsnl. Anyway most of the customers like to purchase Bsnl some or the other time. The rest 60% of the Customers are satisfied with Bsnl. • Though there are many brands in the society I observed that most of the customers trust the service of the Bsnl than other brands. service. So the Bsnl is the most preferred brand in the market and the next best is Airtel. FINDINGS: • Most of the customers are using the Bsnl. • Maximum number of customers are using the Bsnl since two years and there are also customers who where using Bsnl more than two years of time. • Large number of customers got to know about the Bsnl through the advertisements and the remaining through their relatives and friends.GRAPH: INTERPRETATION: About 40% of the Customers have suggestions to improve network.
So. • I found that most of the customers like to recommend Bsnl to their friends and relatives. • Most of the customers rate the Bsnl as the good quality . the Bsnl brand should keep increasing their sales promotions and the other advertising and publicity activities to maintain the top market share and also to protect from the competitors. So I found that Bsnl is improving day by day SUGGESTIONS: No doubt that Bsnl is a leading brand in the market. Bsnl Company should implement a new strategy to reduce the competition in the cellure company market. the next brands and others will try to take the major share in the market.And almost all who remains says that the Bsnl as average and excellent quality. So the customers have a good and positive opinion on Bsnl. • Bsnl is providing a satisfactory product for their customer that is why maximum number of customers is well satisfied with the Bsnl.• My finding says that Bsnl is making to purchase its product to the customers because of its Price and next because of its service and other features. Many customers agree that Bsnl is going to be the market leader in coming days and the second opinion is they doesn’t know whether Bsnl becomes market leader or not. Still. .
For the promotion. Increasing the Bsnl outlets in all rural and urban areas can attract more people. company show makes road-show campaigns that will Increase the sales. But if it is possible for the organization to slightly decrease their rates that may help the organization to increase their market share. The study on Bsnl has concluded that the company is holding good brand names and in order to increase its market share and value it has to improve on its service. . Advertisements also have a major influence on the customer which acts as a push strategy on the customer. All the products of Bsnl should be available at maximum outlets and retail stores. Most of the customers are satisfied with the quality and as well as service too. so that sales may be more improved and also helps the people to buy Bsnl.hence through word of mouth communication most of the people are attracted towards the Bsnl brands. CONCLUSION Bsnl is the best company which is enjoying the greater market share . So that the people can easily get all the products.
Through which you got to know about BSNL? .oher ( ) Contact no: Occupation: ( ) 2.Bsnl c.Which brand of network are you using? a. QUESTIONNAIRE Name: No.Airtel d.Idea b. of family members: 1.offers and follow the different marketing strategies to retain the present customer and to attract the new customer.
poor b. less than six months ) 6. one year to six months b. one to two years d. Network covarage c. Do you like to purchase on Bsnl? a. yes b. What made you to purchase this brand? a. friends d. other ( ) 3. service d. Since how long you are using bsnl? a. advertisement b. price 7. more than two years c. average b.a. good d. other ( ( ) ) 10. no 4. Would you like to recommend Bsnl to your friends and relatives? ( ) . How do you rate the quality of Bsnl? a. excellent c. yes b. no ( ( ) 5. Do you trust Bsnl services? a. relatives c.
give your b. disagree disagree 9. Strongly agree c. price c.a. quality b. strongly disagree e. How do you rank the Bsnl based on above factors? a. yes If yes.3 b. no suggestions____________________________________________________________________ .4 ) ( ) 11. quantity d. yes b.2 d. no c. neither agree nor ) 10 .1 c. Do you think that Bsnl will be the market leader in coming days? a. service ( b.How do you rate the Bsnl? a. not right now ( ) 8. agree d. Do you think that Bsnl needs any improvements? ( a.
S.RamaSwamy Rajan Saxena Publisher Tata McGraw Hill Pearson Education Prentice Hall India Prentice Hall India .R. Kothari V._____________________________________________________________________________ _ BIBLIOGRAPHY Book Name Marketing management Marketing research Principles of Marketing Marketing management Author Philip kotler C.
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