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MARKETING
According to marketing concept, an organization should try to provide products that satisfy customers' needs through a coordinated set of activities that also allows the organization to achieve its goals. Customers satisfaction is the major focus of the Marketing concept .An organization should must determine what customers want and use this information to create satisfying products The organization must also continue to alter ,adapt, and develop products to keep pace with customerschanging desires and preferences. The marketing concept emphasis that marketing begins and ends with customers.

The marketing concept is not a second definition of marketing .It is a management philosophy guiding an organization overall activities .This philosophy affects all organizational activities, not just Marketing .Production finance, accounting, personnel, and marketing departments must work together. Today, businesses want to satisfy customers and build meaningful long term buyer-seller relationships. The term relationship marketing refers to long term mutually beneficial arrangement in which both the buyer and seller focus on value enhancement through the creation of more satisfying exchanges.

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To expedite exchanges and develop beneficial exchange relationships, firm marketing managers must develop and manage marketing strategies. A marketing strategy is a plan of action for developing, distributing, promoting, and pricing products that meets the needs of specific customers. The marketing strategy articulates the best use of the firms' resources and tactics to met its objectives. To develop and

manage marketing strategies, marketers focus on several tasks:

Selecting a target market, developing a marketing mix, assessing environmental forces, and managing marketing efforts effectively.

A target market is a specific group of buyers on whose needs and wants a company focuses its marketing efforts. Marketing managers may define a target market as a vast number of people or as a relatively small group.

A market opportunity exist when the right combination of circumstances and timing permit an organization to take action to reach a particular target market.

VALUE OF MARKETING
Every organization should follow/abide the values of Marketing. i.e. Ethics and Social responsibility.

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ETHICS
Ethics may be one of the most misunderstood and controversial concepts in marketing. Nevertheless, this concept and its application need to be examined in order to support Marketing decisions that are acceptably and beneficial to the society.

The term ethics relates to values and choices and focuses on standards, rules, and codes of conduct that govern the behavior of individuals. Marketing ethics refer to principles that define acceptable conduct in marketing. The most basic ethical issues have been codified as laws and regulations to encourage marketers to conform to society's expectations of conduct. At a minimum, marketers are expected to obey theses laws and regulations .however. It is important to realize that marketing ethics goes beyond legal issues: ethical marketing decisions foster trust in marketing relationship.

Some marketers engage in ethical behavior because of enlightened self interest, or the expectation that ethics pays. These businesses believe that if they do not act in the public interest, the public and customers will strike back with restrictive regulations and legal action. Research has shown that the values of and examples set by the organization often have more influence on ethical decisions in marketing than a persons own value.

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Developing awareness of ethical issues is important in understanding and improving marketing ethics. An ethical issue is an identifiable problem. Situation or opportunity requiring an individual or organization to choose from among several actions that must be evaluated as right or wrong, ethical or unethical.

SOCIAL RESPONSIBILITY
Compared with ethics, social responsibility represents a b r o a d e r conceptualization. Social responsibility in marketing refers to an organization s obligation to maximize its positive impact and minimize its negative impact on society. Where as ethics relates to doing the right thing in making individual and group choices, social responsibility is achieved by balancing the interest of stakeholders in an organization.

The four dimensions of social responsibility are generally considered to be a) Economic b) legal c) ethical and d) philanthropic concerns.

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Economic: Be profitable Legal: Obey the law - law is society's codification of right and wrong. Ethical: Be ethical – Obligation to do what is right, just and fair. Philanthropic: Be a good corporate citizen -- Contribute resources to the community: improve the quality of life.

FRANCHISING
Franchising is an arrangement whereby a supplier, or franchiser grants a dealer, or a franchisee, the right to sell products in exchange for some type of consideration The franchiser may receive some percentage of total sales in exchange of furnishing equipment, building, management know-how and marketing assistance to the franchisee. The franchise supplies labor and capital, operates the franchised business, and agrees to abide by the provisions of the franchise agreement. Franchising offers several advantages to both the franchisee and the franchiser. It enables a franchisee to start a business with limited capital and use the business experience of others. Moreover, nationally advertised retailers are often assured of customers as soon as they open. If business problems arise, the franchisee can obtain guidance and advice from the franchiser at little or no cost. Franchised outlets are generally more successful than independently owned businesses .Less than ten percent of franchised retail businesses fail during the first two years of operation, whereas approximately half of independent retail business fails

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during that period. The franchisee also receives materials to use in local advertising and can take part in national promotional campaigns sponsored by the franchiser.

The franchiser gains fast and selective product distribution through franchise arrangements without incurring the high cost of constructing and operating its own outlets. The franchiser therefore has more capital for expanding production and advertising It can also ensure, through the franchise agreement, that the outlets are maintained and operated by its own standard. The franchiser benefit from the fact that the franchisee, being the sole proprietor in most of the cases, is likely to be very highly motivated to succeed. Success of the franchiser means more sales, which translates in to higher royalties for the franchiser.

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TOOLS FOR TRACKING AND MEASURING

CUSTOMER SATISFACTION Customer satisfaction we can measure by the various methods they are:

COMPLAINT AND SUGGESTION SYSTEM A customer-centered organization makes it easy for its customer to deliver suggestions and complaints. Many restaurants and hotel provides forms for guests to report likes and dislikes. Some customercentered companies P&G General Electric, Whirlpool-establish not lines with

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too-free 800 telephone numbers. Companies are also adding web pages and email to facilitate two-way communication. These information's flows provide companies' with many good ideas and enable them to act quickly to resolve problem.

CUSTOMER SATISFACTION SURVEYS Studies show that although customers are dissatisfied with one out of every four purchases, less than 5% of dissatisfied customer will complain. Most customers will buy less or switch suppliers. Complaint levels are thus not a good measure of customer satisfaction. Responsive companies measure customer satisfaction directly by conducting periodic surveys. They send questionnaires or make telephone calls to random sample of recent customer. They also solicit buyers, views on their competitors' performances. Whole collecting customer satisfaction data, it is also use fuel to ask additional questions to measure re-purchase intention; this will normally be high, if the customer satisfaction is high. It is also useful to measure the likelihood or willingness to recommend the company and brand to others. A high positive word-of mouth score indicates that the company is producing high customer satisfaction.

LOST CUSTOMER ANALYSIS

Companies should contact customer who had stopped buying or who have switched to another suppliers to learn why this happened. When IBM loses

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a customer, it mounts a through effort to learn where it failed. Not only is it important to conduct exit interviews when customers first stop buying, but is also necessary to monitor the customer loss rate. If it is increasing this is clearly indicates that the company is falling to satisfy customers.

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D ES IGN O F S TUD Y

1. STATEMENT OF PROBLEM The survey was conducted in Kannur District to analyses the customer value and satisfaction of the BSNL productions.

Primary Objectives Primary objective of the study is to analyses the customer value and satisfaction of BSNL productions.

Secondary objective a) To analyses the attitude of the customers towards the Sree Ram Agencies.

b) To asses the level of satisfaction of the customer with the company

and their opinion regarding the customer satisfaction. c) To study if the customer service have been effective or not.

3. METHOD OF DATA COLLECTION The data was collected from the customer by adopting the method of Questionnaire and interview schedule.

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Data Collection Primary Data:
The primary data has been collected by interview schedule and questionnaire

Secondary Data
The data regarding the company's industry etc. have been collected from the company records, booklets website and also conducting discussion with companies' executives.

Statistical Method Used
Tabular representation Percentage Pie chart bar diagram

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4. PERIODIC STUDY
The time period allowed to the researches in carrying out the project study entitled "A study on customer value and satisfaction of BSNL productions in postpaid at Sree Ram Agencies was 30 days and what ever information's so collected has been done so with in its stipulated time.

5.

RESEARCH METHODOLOGY

The primary objective of my project is to study the customer satisfaction activity in the firm. To achieve this objective a sample consist of 100 customers were studied. The selected customers were interviewed schedule prepared on the sublet. The answer was tabulated and the results were presented in the form of table and charts Questionnaires were given to management staffs and technical staffs to know their opinion. Before preparing the questionnaires, I discussed with Mr. Rakesh (Manager). Thus he questionnaires and the interview schedule was confine to the subject.

a.

PERSONAL INTERVIEW METHOD

Respondents being just 100 in numbers, personal interview method was conducted to make the study more effective customer were net in person and were asked questions and questionnaires were duty filled.

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b.

QUESTIONNAIRE. METHOD

A detailed questionnaire was prepared on the basis of customer value and satisfaction done in mind to come out with the effective solutions, Data was collected from various other sources like journals, libraries, reference book and also from various employees in the organization.

6. LIMITATION OF THE STUDY The study is subjected to the following limitations: a. The survey is based on the sample size of 100 employees. b. Since customer value and satisfaction is a psychological concept the answer may depend upon time, moods and mentality of the customer. c. Presence of sampling errors. d. The study could have been made more elaborate, but if was confided to limited number of respondents due to constraints.
e. Customer value and satisfaction is a highly sensitive topic and

many of the respondents were not honest with their answer and noticed to be reluctant to openly voice their problem, in spite of being assured that the response would be highly confidential.

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REVIEW LITERATURE

OF

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REVIEW OF LITERATURE

The whole approach of marketing pivots around the tenet of meeting the consumer wants, if is essential to understand what the customer wants, how he/she perceives the products (Service), what exactly does he/she wants to derive out of the products (Service), how does he/she make the brand choice decision, what are the sources of information and influence processes? Etc.

In order to take decision any marketer would constantly monitor such information and obtain continues feed back of the trends in the market. As such, marketing research, trade channel behavior, and competitive actions etc. It provides a link age between the corporate environment and the marketing organization. Marketing research thus may be viewed as an aid for tackling problems in marketing.

MARKETING RESEARCH - DEFINITION

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Marketing research is definition as the objective as the objective and formal process of systematically obtaining, analyzing and interpreting data for actionable decision making in, marketing. This definition lays stress on two aspects, namely, objectively and systematic process in the collection and analysis of data. In fact, marketing research should not be allowance to be influenced by personal view and considerations. Before undertaking any research study it is essential to delimit the primary objectives of the project and define the methodology, of undertaking the project in as much details as possible- Also there is an implicit assumption that the ultimate findings should have the actionable quality. That is, the user must be able to utilize the

results for marketing decision making purpose. Other wise, its ability considerably undermined. That is to say, any marketing research done on an arbitrary basis (i.e. luck of objectivity) or applying one's personal convenience in the data collection and interpretation (i.e., no systematic search) will certainly be of no use.

COMMON

USES

OF

RESEARCH

IN

MARKETING

DECISION MAKING
The following paragraph highlights some of the marketing decision areas whole marketing research is commonly used. These activities are divided in to

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seven categories for illustaltion purpose.

SALES MANAGEMENT
Marketing research is popularly used to determined market demand and supply. As such, estimation of demand and supply include many more detailed analyses For example, an analysis of demand side of the market includes.

1. 2. 3.

A delineation of market boundary and how they are changing. Assessment of present and future, buyer concentration. Projections of demand for the total market and for major market

segments.

Market Boundary;Theologically a market may be defined as being bounded by all the closely substitutable. Offering that may satisfy a given consumer need. However the problem of precise definition being. What is closely substitutable? How broadly the consumer need be defined? How many consumers should be included in the market definition when different offerings are targeted at different groups of consumers? The question becomes particularly pertinent when consumer needs are varied. The issue becomes that of evolving market segments through suitable basis

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which may differentiate consumer's need. This problem is elaborated further under segmentation research.

BUYER CONCENTRATION Marketing research is made use of to measure how buyers exist in the market and how sales are distributed among them is estimation of market share by brand purchased, geographical position of the buyer, type of industry, user industrial technology adopted etc.

DEMAND PROJECTIONS Demand may be estimated in units of value terms and also, the overall growth rates in key market. Segments are often estimated for better sales management.

SUPPLY An analysis of the supply side of the market is also similarly carried out by marketing research studies. It included.
I.

Assessments of present supply structure (In terms of concentration of competition, product differentiation and entry barriers). Supply structure refers to the study of how many companies operate in the market and how are sales distributed among them?. Secondly study how "differentiated" all the products offered? What barriers exist to enter

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in to the market by new firms?. Entry barriers may cause because their particular item is in the exclusive domain of the small scale sector,special manufacturing skills required as noticeable in case of high technology products, specialized marketing network required to market a product in the total Indian Market.

II. A deception of the character of competition, competitor's strategies is most sought after topic of investigation of marketing research today. It includes comparative evaluation of such issues. a. Market share analysis of branches b. c. d.
e.

Positioning of each brand Distribution channels adopted and method of selling. Prices charged and how they all changing with time.

Advertising campaigns and promotion programmer adopted corporate image and capabilities.

I In other words, It fever to ascertain how the competitors are defining their business in terms of consumer groups, segments being pursued as reflected by their marketing mix portfolios.

CONSUMER BEHAVIOR ANALYSIS

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Large number of marketing research studies are undertaken to understand consumer behavior. Especially for each products service studies are widely conducted to know issues like.

WHAT? /HOW? /WHERE? /WHO? /WHEN? /WHY? Marketing research is undertaken specifically to answer such questions about consumer motivation, perception which facilitate decision making. It is not enough just, to "ask " how do consumers use the products" Instead the question must as certain the significance of the answer so far as marketing decision making is concerned. For example, "What close if mean for product strategy, advertising message, physical distribution, pricing strategy etc.?

Market Segmentation Faced with heterogeneous composition of markets, every market tries to utilize marketing research input to from market segments. Segmentation research specifically helps in.

1. Designing the products that truly matcher the demand of the market.

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2. Directing the appropriate advertising appeals and promotional pack ages to the potential profitable segments of is market.

CUSTOMER VALUE AND SATISFACTION The pay to generating high customer loyalty is to deliver high customer value. According to Michael Lanning, in his Delivering Profitable Value, a company must develop a competitively superior value proposition and a superior value - delivery system. A company's values proposition is much more than its positioning on a single attribute, Its is a statement about the resulting experience customer will have the offering and their relation. shop with the suppliers. The brand must represent a promise about the total

resulting experience that customer can expect. Whether the promise is kept depends upon the company's ability to manage its value-delivery system. The value delivery system includes all communications and channel experience the customer will have on the way to obtaining the offering. 9

A similar theme is emphasized by Simon Know and Stan Macklan in their competing on value. Too many companies create a value gap by falling to alight brand value with customer value. Brand marketers try to distinguish their brand item other buy a slogan or with a unique selling proposition or by augmenting the basic offering with added services. But they are les successful in delivering customer value, primarily, because their marketing people focus on brand development whether customer

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will actually receive the promised notice propositions will depend upon the marketer's ability to influence various Cole processes. Know and Maklun wan company's Cole processes as designing the brand profile.

In addition to tracking customer value expectations and satisfaction, companies need to monitor their competitor's performance in these areas. For example, a company was pleased to find that 80 percent of its customers said they were satisfied. Then the CEO found out that its leading competitions attained a 90 percent customer satisfaction score. He was further dismayed when he learned that his competitions was aiming to reach a 95 percent satisfaction score.

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INDUSTRIAL PROFILE

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INDUSTRIAL PROFILE

Communications Communication is the process of exchanging information, usually via common system of symbols. It takes a wide variety of forms, from two people having a face-to-face conversation, to hand signals, to messages sent over global telecommunication is what allows us to interact with other people, without it, we would be unable to shall knowledge or experiences with anything outside of ourselves. Common forms of communication include speaking, writing gestus amd broad casting.

The hand, a phenomenon exclusive to humans is perhaps the 'original communication tool where it can express caring, hatsed construction, destruction, approval or condemnation. To the deaf it is their way in to the artist, it is their way through, to the writer, it is the way

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with.

The Latin root word of communication is communicate, which has three possible meanings, a) 3 b) c) city. Cum + munus, i.e. having gifts to share in a mutual donation. Cum + munire; i.e. building together a defense, like the walls of a " To make common", which is probably derived from either 2 or

DEFINING COMMUNICATION

There is no single definition of communication that satisfies everyone. In 1970, Franc Dance had identified 126 published definitions.

TYPE OF COMMUNICATION
To some people "Communication" implies two different and

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sometimes conflicting things. On the one hand, it means to have a thoughtful exchange of views (dialogue) with a small numbers of people, perhaps, just one. But it can also mean to disseminate broadly a simple message without deep thought or appeals for feedback.

Interpersonal
The most basic forms of communication are primarily those which involve communicating with people immediately present, such as onein-one and group conversations.

Tele Communication
Tele communication is communication over spatial distances. The term is most often used in describing electronic means of communication, but can also include methods such as smoke signals and semaphore.

Animal
Humans all not the only craters who communicate. Animals share information with each other in variety of ways.

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Academic Study
The various aspects .of communication has long been the subject of human study. In ancient Greece, the study of shetoric, the art of effective speaking and persuasion, was a vital subject for students.

In the early 20th century, many specialists began to study communication as a specific pace of their academic disciplines.

Communication studies began to emerge as a distinct academic field in the mid-20th century. Marshall Meluhan was one of the early pioneers.

Communication Technology
As regards human communication these diverse fields can be divided into the which cultivate a thoughtful exchange between a small numbers of people on the hanmd; and those which disseminate broadly a simple message.(Public relations; television, Hollywood films)

Our indebtedness to the Romans in the field of communication dose not ends with the root "Communicare". They devised what might be described as the first real main or postal system in order to control the expire from Rome

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by gathering knowledge about events in far off places.

As the Romans well knew, communication is as much about taking in towards the until as it is about putting out towards the esteems.

In virtual management an important issue is computer-medicated communication.

The view people take to communication is changing, as new technologies change the way they communicate and organize. This new trend in communication, decentralized personal networking is termed smart mobiling.

Telecommunications Etymology;
The term comes form a contraction of the Greek tele, meaning 'far', and communications, meaning "in: the discipline that studies the principles of transmitting information and the methods by which it is delivered

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(as print or radio or television etc.)" The term is most used to refer to communication using some type of signaling, such as the aldis lamp or the transmission and reception of electromagnetic energy. This vocers many media and technologies including radio, fiber optics, telegraphy, television, telephone, data communication and computer networking, although other types of signaling are also included.

The basic elements of a simple telecommunications system are:
a) A transmitter that operate upon the information to be communicated in such

a way that some type of signal suitable for transmission is produced (this includes any in coding, compression, and error correcting operations, modulation processes if some type of carrier is to be used, or virtually any other operation that is to be performed upon the information in order to prepare it for transmission in the form of a signal) a) A signal that. is transmitted by the transmitter

b) A transmission medium, which constitutes a communications channel over which the signal is transmitted.
c) A receiver (such as a radio receiver) that receives the signal and reverses any

and all of the operations that were performed upon the information by the transmitter in order to convert it into the form of a signal and reverses any and all of the operations that were performed upon the information by the transmitter in order to convert it into the form of a signal (e.g. the receiver decodes,

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decompresses, compares error correction codes, demodulates the signal to separate it from any carrier that was used, etc. and generally performs these operations in the exact reverse order in which they were performed by the transmitter ) Telecommunication can be point-to-point, point-to-multipoint or broadcasting, which is a particular form of point-to multipoint that goes only from the transmitter to the receivers. One of the roles of the telecommunications engineer is to analyze the physical properties of the line or transmission medium, and the statistical properties of the message (see Information theory) in order to design the most effective encoding and decoding mechanism.

When systems are designed to communicate through human sensory organs (mainly those for vision and hearing), physiological and psychological characteristics of human perception must be taken into account. Certain types of defect, while objectively measurable, are not readily apparent to human perception while others are disproportionately apparent. The cost of a system can therefore be reduced cost and user demand for higher quality, and this is an important economic consideration for those who plan systems.

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The field of telecommunications is no doubt one of the most exciting occupational fields that modern society has to offer. New technology is constantly being developed and finds its applications in the technical systems that make up a telecommunications network. This creates opportunities for developing existing services further, and introducing completely new ones.

Examples of telecommunication systems;
1. Semaphore 2. 3. 4. 5. 6. 7. 8. 9. Telegraphy Radio teletype

The global telephone network (also known as the Public Switched Telephone Network of PSTN) Radio Television Communications satellites Ethernet The Internet

Types of Telecommunication devices: Mobile Phone:

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In telecommunication, a wireless phone, cellular mobile or cell phone (in the United States), also called a mobile phone in other English speaking countries, is a mobile communications system that uses a combination of radio wave transmission and conventional telephone switching to permit telephone communication to and from mobile users within a specified area,The term does not comprise the so-called portable phone or cordless phone, which is associated with a fixed telephone landline and can only be operated close to (less than 100 meters of) its base station, such as in and around the house (see telephone for more). The term cell phone applies specifically to mobile phones which use a cellular network; satellite phones are also mobile phones, but not cellular.

History
Mobile phones have existed at least since the 1950s; thought the distinction becomes blurry when special systems are used to "patch" conversational Radiotelephones (2-way radio) into a phone network with the assistance of human operators. Modem mobile phones can make and receive calls automatically, operating as would a normal phone (thought most have a super set of the ability of fixed-line phones).

Mobile phones began to proliferate through the 1980s with the introducing of "cellular" phones, with multiple base stations located relatively close to each other, and protocols for the automated "hand-off' between two cells when a phone moved from one cell to the other. In this era, mobile phones were same what larger than current ones, and many were designed for permanent installation in cars, or as "transportable" phone the size of a

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briefcase. As technology improved through the 1990s, the larger "bricks" disappeared and tiny hand-held phones became the norm.

base, as mobile network costs are mostly call volume related, while fixed-line telephony has a much higher subscriber related cost component.

Cellular Telephony– A cell phone is a portable telephone which receives or sends messages through a Cell site, or transmitting tower. Radio waves are used to transfer signals to and from the cell phone. Each cell site has a range of 3-5 miles and overlaps other cell sites. All of the cell sites are connected to one or more cellular switching exchanges which can detect the strength of the signal received from the telephone. As the telephone user moves or roams from one cell area to another, the exchange automatically switches the call to the cell site with the strongest signal.

The term "cell phone" is uncommon outside of the US and Japan. However, almost all mobile phones use cellular technology, including GSM, CDMA and the old analog mobile phone systems. Hence, many people use the term "cell phone" to mean any mobile telephone system. The exceptions to mobile phones using cellular technology are satellite phones. The Iridium phone system is very like a cell phones system except the cell sites are in orbit. The marine radio telephone satellites administered by

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INMARSAT have a completely different system (see below). Old systems pre-dating the cellular principle may still be in use in places. The most notable real hold-out is that many amateur radio operators maintain phone patches in their clubs' VHF repeaters. Early mobiles were analog; newer ones are digital. There are a number of different digital cellular technologies; these include: GSM, CDMA and DECT. Mobile phone technology is often ctivided into generations: IG, 2G, 2.5G, 2.7G and 3G: IG 2G 2.5 2.7 3G AMPS, TAGS TDMA, CDMA, GSM, PCs, ISDN GPRS EDGE UMTS

All of these technologies were based on cellular technology, However, satellite based phones are called mobile phones too.

Major mobile phone manufacturers include Nokia, Sony Ericsson and Motorola. Many mobile phones support 'auto-roaming', which permits the same

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phone to be used in multiple countries. However, both countries must use the same mobile system and the same frequencies, and there must be an agreement between the two countries' telephone operators. In the UK and Australia mobile phones are often called simply mobiles in Germany, they are called Handy. In Sweden they are sometimes called nolle, or "teddy bear", referring to the fact that many people always carry them around and feel insecure if they misplace them. Mobile phones must be distinguished from portable phones (called cordless phones in the US); with a portable phone the user purchases their own base station, which they connect to a landline, the range of the phone is generally restricted to under 50 m, and the phones operate on a different frequency and protocol (e.g. DCTS in North America; DECT in Europe)

Mobile phones do not only support voice calls; they can also send and receive data and faxes (if a computer is attached), sending short messages (or "text messages"; see Short Message Service), access WAP services, and provide full Internet access using technologies such a GPRS. Mobile phones often have a clock and a calculator and often one play some games on them.

Newer models also for sending pictures and have a built-in digital camera. This gives rise to some concern about privacy, in view of possible voyeurism, for example in swimming pools. For this reason Saudi Arabia has

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banned camera phones entirely; South Korea has ordered manufacturers to ensure that all new handsets emit a beep whenever a picture is taken. On the other hand, cameras can be used by crime victims or witnesses to help identify the criminals.

GPS receivers are starting to appear in cell phones, primarily to aid in dispatching emergency responders. Newer models have included many features aimed towards personalization, such as user defined ring tones and operator logos, and interchangeable covers, which have helped in the uptake by the teenage market.

Usually one can choose between a ring tone and a vibrating alert.

Satellite Telephony (INMARSAT):
Inmarsats use a completely different system. Basically, the satellite simply retransmits whatever signals it receives. The mobile stations actually log into a ground station. More information is available at INMARSAT. In cellular mobile systems, large geographical areas are segmented into many smaller areas, i.e. cells, each of which has its own radio transmitters and receivers and a single controller interconnected with the public switched telephone network. Synonyms cellular phone, mobile phone, cellular radio, cellular telephone.

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PRODUCTS
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PERSONAL INFORMATION

TABLE - I

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1. TABLE SHOWING CUSTOMER AGE
SL.NO

Particular Less than 20 20-30 30-40 Above 40 Total

No. of Respondents 5 20 40 35 100

Percentage 5 20 40 35 100

1 2 3 4

INFERENCE
From the above table shows that 5% of the total respondents belong to the age group of Below 20, 20% of the total respondents belong to the age group of 2030, 40% of the total respondents belong to the age group of 30-40 and 35% of the total respondents belong to the age group above 40.

MG university College,Kannur

39

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-1

TABLE - 2

2. TABLE SHOWING CUSTOMER SEX
SL AO

No- of Respondents Male 65

Percentage 65

1

MG university College,Kannur

40

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

2

Female Total

35 100

35 100

INFERENCE
From the above table shows that 65% of the total respondents belong to male population and 35% of the respondent belongs to female population.

FIG NO-2
MG university College,Kannur 41 OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

TABLE - 3

3. TABLE SHOWING CUSTOMER INCOME
SLAG

Particular

No. of Respondents Percentage

MG university College,Kannur

42

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1

Less than 5000 5000-10000 10000-15000 More than 15000 Total

10 45 30 20 100

10 45 30 20 100

2 3 4

INFERENCE
From the above table shows that 10% of the total respondents belong to the Income group less than Rs. 5000, 45% of the total respondents belong to the Income group Rs. 5000 - Rs. 10000, 30% of the total respondents belong to the Income group Rs. 10000 - Rs. 15000 and 20% of the total respondents belong to the Income group More than Rs. 15000.

MG university College,Kannur

43

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-3
Bar diagram showing customer income

TABLE - 4

MG university College,Kannur

44

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1. TABLE SHOWING CUSTOMER QUALIFICATION
SLAG Particular

No. of Respondents 30 20 20 10 20 100

Percentage 30 20 20 10 20 100

1 2 3 4 5

H.S.0 U.G P.G Professional Others Total

INFERENCE From the above table shows that 30% of the total respondents belong to the qualification of H.S.C, 20% of the total respondents belong to the qualification of U-G, 20% of the total respondents belong to the qualification of P.Q, 10% of the total respondents belong to the Professional qualification and 20% of the respondents belong to other qualifications.

MG university College,Kannur

45

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

Fig No-4

TABLE - 5

TABLE SHOWING CUSTOMER OCCUPATION
SLAG

Particular

No. of Respondents Percentage

MG university College,Kannur

46

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1 2 3 4

Public Private Self Employment Others Total

20 35 30 15 100

20 35 30 15 100

INFERENCE From the above table shows that 20% of the total respondents work in public sector, 35% of the total respondents work in private sector, 30% of the total respondents are self employed and 15% of the total respondents work in other sectors.

MG university College,Kannur

47

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-5
BAR DIAGRAM SHOWING CUSTOMERS OCCUPATION .

TABLE-6

1.

DO

YOU

AWARE

OF

BSNL

MOST

OF

THE

PRODUCTS?
SLAG. Particular No. of Respondents Percentage

MG university College,Kannur

48

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1

YES

90

90 10 100

2

NO Total

10 100

INFERENCE From the above table shows that 90% of the total respondents stated that they are aware of BSNL products and 10% of the total respondent stated that they are not at all aware of BSNL products.

MG university College,Kannur

49

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG.NO-6

TABLE-7

FROM

WHICH

MEDIA

DID

YOU

HAVE

THE

INFORMATION ABOUT BSNL PRODUCTS
SL. NO

Particular Print Media Broadcast Media Internet

No. of Respondents Percentage 40 25 5 40 25 5

1 2 3

MG university College,Kannur

50

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

4

Other Total

30 100

30 100

INFERENCE
From the above table shows that 40% of the total respondents stated information about BSNL products through Print Media, 25% of the total respondents stated that they got the information about BSNL products through Broadcast Media, 5% of the total respondents stated that they got the information about BSNL products through Internet and 30% of the total respondents stated that they got the information about products through other ways.

FIG NO-7
BAR DIAGRAM SHOWING MEDIA OF PRODUCT INFORMATION

MG university College,Kannur

51

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

TABLE-8

WHICH FACTOR LEADS YOU TO BUY BSNL PRODUCTS
SL. NO

Particular Brand Name Quality Name

No. of Respondents Percentage 40 5 40 5 25 30 100

1 2 3 4

Friend Persuasions 25 Life Style Total 30 100

INFERENCE

From the above table shows that 40% of the total respondents stated that

MG university College,Kannur

52

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

Brand name lead to buy BSNL products, 05% of the total respondents stated that Quality of service lead to buy BSNL products, 25% of the total respondents stated that friends persuasions lead to buy BSNL products and 30% of the total respondent stated that Life style lead to buy BSNL products.

Fig No.8

TABLE-9

WHAT DO YOU THINK ABOUT THE PERFORMANCE

MG university College,Kannur

53

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

BSNL PRODUCES?,
SL .NO

Particular Excellent Good Medium Poor Total

No. of Respondents Percentage 30
45

1 2
3 4

30
45

20 5 100

20 5 100

INFERENCE From the above table shows that 30% of the total respondents says that performance of BSNL products is Excellent, 45% of the total respondents stated that performance of BSNL products is Good, 20% of the total respondents stated that performance of products is Medium and 05% of the total respondent stated that performance of BSNL products is Poor.

MG university College,Kannur

54

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG-NO.9
BAR DIAGRAM SHOWING PERFORMANCE OF B PRODUCTS

TABLE - 10

AS FAR AS YOUR CONCERN WHO WILL BE THE MAJOR COMPETITOR OF BSNL

MG university College,Kannur

55

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SL. NO

Particular Idea

No. of Respondents Percentage 27 25 15 11 15 3 5 0 100 27 25 15 15 15 3 5 0 100

1 2 3 4 5

Reliance GSM & CDMA Airtel Vodafone Tata Indicom Docomo Vergin UniNor

6 7 8

Aircel Univercell Total

MG university College,Kannur

56

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

INFERENCE From the above table shows that 10% of the total respondents says Tata Indicom, will be the major competitor of BSNL, 30% of the total respondents says that Reliance will be the major competitor of BSNL, 25% of the total respondents says that Airtel will be the major competitor of BSNL and 15% of the total respondents says that Vadafone & Idea 25% will be the major competitor BSNL.

FIG NO 10 DIAGRAM SHOWING MAJOR COMPETITOR FROM BSNL

MG university College,Kannur

57

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

58

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

TABLE - 11

What kinds of promotional material are there at the shop?
BSNL glow sign 0% board with shop's name glow sign 0% board without shop's name hanging sign 0% board or poster others 0% Airtel 70% 30% Vodafone 90% 10% Reliance 90% 10% Idea 60% 40%

100% 00%

90% 10%

90% 10%

70% 30%

Interpretationall the other telecom services provider has distributed their promotional materials at the shops; they themselves go there to install glow sign boards banner posters and any other promotional material whereas I did not find any kind of BSNL’s promotional material at any shop where I took the interview. If there is no promotional material at the shops how the customers will come to know that what are the current plans and what are the plan prices. So here BSNL is missing the very important P among the 4Ps of marketing which is affecting BSNL’s sales and revenue.

MG university College,Kannur

59

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 11 DIAGRAM SHOWING WHAT KINDS OF PROMOTIONAL MATERIAL ARE THERE AT THE SHOP

MG university College,Kannur

60

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

TABLE - 12

How much commission retailers get from the telecom companies?
Airtel how much 3.50% commission retailers get from the telecom companies free gifts 2.5 Category 3 Category 4 3.5 4.5 BSNL 3.50% Vodafone 2.75% Reliance 3% Idea 2.75%

4.4 1.8 2.8

2 3 5

Interpretation-

MG university College,Kannur

61

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

BSNL gives good commission to the retailers but they are still not satisfied because they feel that BSNL is making a huge profit therefore it must increase the commission this will help retailers to promote BSNL services among the customers.

FIG NO 12 DIAGRAM SHOWING HOW MUCH COMMISSION RETAILERS GET FROM THE TELECOM COMPANIES

MG university College,Kannur

62

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

TABLE - 13

Do the officials of telecom companies visit the shop?
BSNL Airtel Reliance Vodafone

Yes

10

80

50

60

No

90

20

50

40

Interpretation- The question was to know whether the officials of telecom companies visit the market for better understanding about the market scenario or not, it was found that only 10% retailers said that BSNL officers visit the market once in a year or two, rest of the 90% retailers pointed that no one come from BSNL office to visit the telecom market. Airtel held the first position in this area

MG university College,Kannur

63

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 13 DIAGRAM SHOWING DO THE OFFICIALS OF TELECOM COMPANIES VISIT THE SHOP

TABLE - 14

Would you like to provide me some information regarding the selling of new mobile connections which you made in last month?
Airtel BSNL Vodafone In 20% 25% 30%

MG university College,Kannur

64

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

Idea Reliance

10% 15%

InterpretationWhen the research was completed we took the sample of the selling of SIM cards and divided it into parts as per retailer’s information. I found that customer shown their interest in Vodafone services more than any other company, BSNL also got good percentage but not satisfactory, as per the company’s potential. This can be increased by improving marketing strategy and implementing that in a proper way.

FIG NO 14 PIE DIAGRAM ABOUT THE

MG university College,Kannur

65

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

.

TABLE - I 5

WHICH BSNL PRODUCT IS HIGHLY MOVABLE MARKET ACCORDING TO YOU

MG university College,Kannur

66

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SLAG

Particular

No. of Respondents Percentag e

I 2 3 4

Broadband Mobile phone Land phone Data V-card Total

15 25 60 0 100 100 60

15

25.

0

INFERENCE From the above table shows that 15% of the total respondents says that Broad band will be the highly movable product from BSNL, 25% of the total respondents says that Mobile phone will be the highly movable product from BSNL and 60% of the total respondents says that Walky land phones will be the highly movable product from BSNL.

MG university College,Kannur

67

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 15 PIE DIAGRAM ABOUT

TABLE -16

AS FAR AS YOUR CONCERN WHICH BSNL SCHEME IS HIGHLY ATTRACTIVE
SL. NO

Particular No. of Respondents Percentage

MG university College,Kannur

68

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1 2

Post-paid Pre-paid Total

40 60 100

10 60 100

INFERENCE

From the above table shows that 40% of the total respondents say that Post-paid scheme is highly attractive from 60% of the total respondents says that Pre-paid scheme is highly attractive from BSNL.

MG university College,Kannur

69

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-16
BAR DIAGRAM SHOWING WHICH BSNL SCHEME IS
HIGHLY ATTRACTIVE

TABLE - 17 AS FAR AS YOUR CONCERN WHICH BSNL POST PAIDPPLN DO YOU PREFER

MG university College,Kannur

70

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SL. NO

Particular Do More 99 Do More 100 Do More 140 Do More 225 Do More 325 Do More 525 Do More 725 Total

No. of Respondents 30 20 5 2 18 5 20 100

Percentage 30 20 5 2 18 5 20 100

1 2 3 4 5 6 7

INFERENCE From the above table shows that 30% of the total respondents preferred Do More 99 plan, 20% of the total respondents preferred Do More 100 plan and Do More 725, 5% of the total respondents preferred Do More 199 plan and Do More 525, 0.2% of the total respondents preferred Do More 225 (Zero rental Plan) and 18% of the total respondents preferred Do more 325.

MG university College,Kannur

71

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 17
PIE DIAGRAM ABOUT WHICH

TABLE - 18

AS PER YOUR CONCERN WHO ARE THE MAJOR COMPETITOR FROM BSNL

SLAG

Particular Broadband

No. of Respondents 15

Percentage 15

1

MG university College,Kannur

72

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

2 3 4

Mobile Phone Land hone Data V-card Total

30 55 0 100

30 55 0 100

INFERENCE From the above table shows that 15% of the total respondents says that Broad band will be the major competitor from BSNL, 30% of the total respondents says that Mobile Phone will be the major competitor from BSNL and 55% of the total respondents says that Walky land phones will be the major competitor from BSNL.

FIG NO-18

MG university College,Kannur

73

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

BAR DIAGRAM SHOWING M A J O R COMPETITOR FROM BSNL

TABLE - 19

WHICH OFFER DOES YOU GOT AT THE TIME OF PURCHASING OF BSNL PRODUCT

MG university College,Kannur

74

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SLAG 1

Particular Launching offer Festival Offer Seasonal offer None Total

No. of Respondents 20 20 20 40 100

Percentage 20 20 20 40 100

2 3 4

INFERENCE From the above table shows that 20% of the total respondents says that they got Launching offer at the time of purchasing of BSNL product, 20% of the total respondents says that they got Festival offer at the time of purchasing of BSNL products, 20% of the total respondents says that they got Seasonal offer at the time of purchasing of product and 40% of the total respondents says that they got no offers at the time of purchasing of BSNL product.

MG university College,Kannur

75

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 19

PIE DIAGRAM ABOUT WHICH OFFER DOES YOU GOT AT THE TIME OF PURCHASING OF BSNL PRODUCT

TABLE – 20

MG university College,Kannur

76

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

WHAT IS YOUR OPINION ABOUT THE BSNL PRODUCTS

SLAG 1

Particular Excellent Good Medium Poor Total

No. of Respondents 20
45

Percentage 20
45

2 3
4

30
5

30
5

100

100

INFERENCE

From the above table shows that 20% of the total respondents says that
BSNL products is Excellent, 45% of the total respondents says that BSNL

products is Good, 30% of the total respondents says that BSNL products is Medium and 20% of the total respondent says that BSNL products is Poor.

MG university College,Kannur

77

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO 21
PIE DIAGRAM YOUR OPINION ABOUT THE BSNL PRODUCTS

TABLE - 22

ARE YOU SATISFIED WITH THE FUNCTION BSNL

MG university College,Kannur

78

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SLAG

Particular YES NO Total

No. of Respondents 90 10 100

Percentage 90 10 100

1 2

INFERENCE
From the above table shows that 90% of the total respondents stated that they are fully satisfied with the function of BSNL and 10% of the total respondents stated that they are not satisfied with the function of BSNL.

MG university College,Kannur

79

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-22
BAR DIAGRAM SHOWING CUSTOMER SATISFACTION ABOUT BSNL PRODUCTS

TABLE - 23
WHAT IS THE DRAW BACK OF BSNL

MG university College,Kannur

80

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SLAG 1 2. 3 4

Particular Range Connectivity Quality of phones Rules & Regulations Total

No. of Respondents 5 20 40 35 100

Percentage 5 20 40 35 100

INFERENCE From the above table shows that 50% of the total respondents says that Range is the main drawback of BSNL 20% of the total respondents says that Connectivity is the main drawback of BSNL, 40% of the total respondents says that Quality of phones the main drawback of BSNL and 35% of the total respondents stated that Rules & Regulations is the main drawback of BSNL.

MG university College,Kannur

81

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FIG NO-23 BAR DIAGRAM DRAW BACK OF BSNL

MG university College,Kannur

82

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SUMMARY OF FINDINGS

MG university College,Kannur

83

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

FINDINGS

v 90% of the respondents are highly satisfied with functions of BSNL
v

40% of the customer responded that the drawback of BSNL is Quality of phones and Rules and Regulation of the company.

v v

35% of the customer responded that major competitor for BSNL is Idea .55 % of the customer responded that major competitor among BSNL is

Mobile phones. When compared to other BSNL product 65% of the customers responded that Mobile phone is highly movable in the market. v 95% of the customer responded that the performance of the agencies is good.

MG university College,Kannur

84

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SUGGESTION

MG university College,Kannur

85

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

SUGGESTION

1.

It is suggested to the company for appointment of more marketing executives in order to fetch, up more sales by giving Road shows, Exhibitions etc.

2. 3. 4.

It is suggested to Company gives offers during the seasons. It is recommended to improve the quality of instruments soles. It is recommended to collect feedback from customer for smoothening customer satisfaction.

5. 6.

It is suggested to have a routine market study once in every six month. It is recommended to keep the customer happy.

MG university College,Kannur

86

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

CONCLUSION

MG university College,Kannur

87

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

CONCLUSION
At his current scenario, it is necessary that the Road shows, exhibitions are the only way to tackle the customer mind before any other tackler. Quality and good service have started playing a vital role in selection (or) deciding (or) preferring any product and it shows the importance in Telecom also. It is wise to follow the current marketing ways to win the current customer.

MG university College,Kannur

88

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

BIBLIOGRAPHY
MG university College,Kannur 89 OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

BIBLIOGRAPHY

MG university College,Kannur

90

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

1. 2.

Marketing in India Cases and readings –S. Neelamegham Sales Management- -Decisions strategies and Cases- Richard R. Still ,Edward W.Cundiff ,Norman A.P.Govoni

3.

Marketing —concept and Strategies :Pride Ferrell

MG university College,Kannur

91

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

QUESTIONNAIRES

MG university College,Kannur

92

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

QUESTIONNAIRES
PERSONAL IN FORMATIONS
Name: Age: Sex: Income: Qualification: Occupation:

'CUSTOMER VALUE AND SATISFACTION'
1.

Do you aware of BSNL products Yes No

From which media did you have the information about BSNL Products?

MG university College,Kannur

93

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

Print Media Broadcast Media Internet Other 1. Which factor leads you to buy BSNL Products? Brand Name 2. Quality of Service Life style Good Medium Friends Persuasion

What do you think about the Performance of BSNL? Excellent Poor

3.

As far as your concern who will be the major competitor of BSNL? Tata Reliance Idea
Reliance

BPL
idea

4.
Airtel

Tata

As far as your concern who are the major competitor from BSNL?
Broadband Aircel

5.
7.

As far as your concern who are the major competitor from BSNL? Broadband Land phone Mobile Data V-card As far as your concern BSNL scheme do you prefer? Post Paid Pre Paid

8.

As far as your concern which Post Paid plan do you prefer? Do more 99 Do more 525 Do more 100 Do more 225 Do more 325

Do more 725 (Advance Rental plan)

1.

Movement of Tata Post Paid product with the same BSNL product? Above Average Average Medium Poor

1. What is your opinion about the colour of BSNL phones? Above Average Good Medium Poor

MG university College,Kannur

94

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

2. Are you satisfied with the function of BSNL? Yes No

3. What are the draw backs of BSNL? Color Connectivity Range Quality of phone

4. Which offer does you got at the time of Purchasing of BSNL products? Launching

Offer

Festival Offer

Seasonal Offer

5. Are you satisfied with the performance of BSNL? Yes No

MG university College,Kannur

95

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

96

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

97

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

98

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

99

OUR

Customer satisfaction of Bsnl products

MBA II ntyear major project

MG university College,Kannur

100

OUR

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