PROJECT REPORT

On

A Study on Customer Satisfaction for

BSNL Product & Services

FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF

BACHELOR OF BUSINESS ADMNISTRATION

Submitted By:
ABHISHEK KUMAR SINGH
BBA (2016-17)
Enrolment No. 20120676

MANGALAYATAN UNIVERSITY
ALIGARH ,U.P

CERTIFICATE
This is to certify that the project work titled A Study on Customer Satisfaction
for BSNL Products & Services is a bonafide work carried out by Ms.
ABHISHEK KUMAR SINGH Enrolment No.20120676 under my supervision
and guidance. The project report is submitted towards the partial fulfillment of
the requirement for the award of Bachelor of Business Administration degree.
No part of the said project work has been submitted earlier, either to this
university or to any other institution for the award of any degree or diploma. The
original work was carried during FEBURARY 20 2016 to MARCH 24, 2016 in
BSNL, LUCKNOW.

Name & Signature of the Faculty (Guide)

Dated.
Dean IBM

ACKNOWLEDGEMENT
A

work

is never of an individual . It is more a combination of ideas,

suggestions, reviews , contribution and work involving many folks .I take the
opportunity to express my gratitude to all the concerned people

who have

directly or indirectly Contributed towards completion of this project . I extend

my sincere gratitude

towards BSNL LUCKNOW. for

opportunity and resources to work on this project .

ABHISHEK KUMAR SINGH

20120676

providing the

DECLARATION

I, Abhishek kumar singh hereby

entitled

declare

that

this

project

report

A Study on Customer Satisfaction for BSNL Products &

Services, has been completed based on actual study carried out by me in

Bharat Sanchar Nigam Limited.
which is required in the partial fulfillment for the degree of
MBAINT.B.COM(H) Affiliated to mangalayatan university aligarh

Abhishek kumar singh

20120676

PREFACE

What really matters? When economic progress falters when people loss
confidence in fundamental, institution when the world seem a irrevocably
changed by acts of scams people find asking basic question about meaning
purpose safety of the investment. As management students we begin our summer
project knowing B.S.N.L. has chosen problems that defy easy solutions at best it
will require sustained efforts overextended time period we know will take time
we are patients but we also determine to move forward aspirin of pragmatic
optimism which means doing our best to ensure that in each of our course we
are making and doing the best can do identify rare and how our focus on the
needed of our region their and the realities of our time so that our limited
resources can make a deference? Have we the adequately assessed the full
range of option and chosen wisely which to emphasizes in our solution making
and have we established satisfactory ways to measure progress however
imperfect such measure may?
We work with our guides, sought input from people with ideas and insight in our
project.

EXECUTIVE SUMMARY

Every

one knows what satisfaction is, until asked to give a definition.

Then, it seems nobody knows.

This quote from Richard L. Oliver, respected expert & long-time
writer & researcher on the topic of customer satisfaction , express the
challenges of defining this most basic of customer concepts.
Satisfaction is the consumer s fulfillment response. Its a judgment
that a product or service feature, or the product or services itself ,
provides a pleasurable level of consumption related fulfillment.
Customer satisfaction is influenced by specific product or service
features, perceptions of product & services quality, & price . In
addition, personal factors such as the customers mood or emotional
state & situational factors such as family member opinions will also
influence satisfaction.

TABLE OF CONTENT
Certificate of the company
6

Certificate of the university

Acknowledgement
Declaration
Preface
Executive Summary

CHAPTER I

Introduction

Introduction of BSNL

CHAPTER II

Company Analysis

CHAPTER III

Actual description REPORT

CHAPTER IV

Data analysis & Findings

CHAPTER V

Conclusion

CHAPTER VI

Recommendations & Suggestions

CHAPTER VII

Limitations

CHAPTRE VIII BIBLOGRAPHY AND

QUESTIONNAIR

CHAPTER I
7

BSNL
INTRODUCTION

BSNL which is known as BHARAT SANCHAR NIGAM LIMITED is

a state-owned telecommunication company and its head office is Bharat
Sanchar Bhawan Harish Chandra Mathur Lane Jan path New Delhi (110
001 ) , India. It has the status of Mini-ratna - a status assigned to reputed Public
Sector companies in India.
Its one of the INDIAs oldest & largest communication service provider (CSP),
with over 66.88 million customers as of June 2010 and the largest land line
telephone provider in India. It has footprints throughout India except for the
metropolitan cities of Mumbai and New Delhi which are managed by MTNL.

Now BSNL has also entered in mobile communication. BSNL has all the new
services send technological advantages, which are available with any well,
developed Telecom

network

anywhere

else

in

the

country. BSNL is

introducing latest technologies and new services like I-NET, INTERNET, ISDN
(INTEGRATED SERVICES DIGITAL NETWORK), IN (INTELLIGENT
NETWORK), GSM and WLL (WIRELESS IN LOCAL LOOP), 3G services
etc.
Full credit for all above achievement goes to the officers and staff of the BSNL.
The administration is fully aware of the challenges lying ahead and quite
committed to provide the latest and best telecom services by their continued
support and active co-operation .
BSNL has good brand awareness among the people. The company offers vide
ranging & most transparent tariff schemes designed to suite every customer.
In todays competitive world, BSNL has to provide excellent services to attain
a major market share and keep their Customers satisfied in all aspects.
This training report is useful for BSNL to understand the expectations and
requirements of Customers and can serve them in a better way.

COMPANY PROFILE
Its founded in October 2000. Its 7th largest telecommunication company in
world which providing comprehensive range of telecom services in India. Such
as-Wire line, CDMA Mb., GSM Mb., Internet, Broadband, 3G, IN services etc.
9

Presently its one of the largest and leading public sector unit in INDIA. It has
installed quality telecom network in the country and now focusing on improving
it, expanding the network and introducing new telecom services with ICT
applications in villages and winning customers confidence.
Today, BSNL is the No. 1 telecommunication company and the largest public
sector undertaking of India and its responsibilities includes improvement of the
already impeccable quality of telecom services, expansion of telecom services in
all villages and instilling confidence among its customers.
BSNL cellular service &

Cell One has 55,140,282 2G cellular customers

and 88,493 3G customers as on 30.11.2009.

In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic
Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent
share

in

revenue

terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet
Customers who access Internet through various modes viz. Dial-up, Leased
Line, DIAS, Account Less Internet(CLI).
At present there are

0.6 million DataOne broadband customers.

The company has vast experience in Planning, Installation, network integration

and Maintenance of Switching & Transmission Networks and also has a world
class ISO 9000 certified Telecom Training Institute. Scaling new heights of
success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8
billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for
last financial year. The turnover, nationwide coverage, reach, comprehensive
range of telecom services and the desire to excel has made BSNL the No. 1
Telecom Company of India.
10

Today it has about 46 million line basic telephone capacity , 8 million WLL
capacity, 52 million GSM capacity, more than 38302 fixed exchanges,
microwave network connecting 602 districts, 73/30 cities towns and 5.6 lakh
villages.
BSNL has good brand awareness among the people. This could be attributed to
its long history in the market and continued support from the Government.
In todays competitive world, BSNL has to provide excellent services to attain
a major market share and keep their Customers satisfied in all aspects.

Item

Status as on 22/02/2016

Population (in Lacks as per 2001 census)

505.6

Area (in Sq. Km.)

62548"

Lok Sabha Constituencies

24

Secondary Switching Area (SSA)

16

Short Distance Charging Area (SDCA)

64

Revenue Districts

20

Tehsils

87

Blocks

208

Revenue Villages

23604

MISSION
11

 To provide world class state-of-art technology telecom services on

demand at affordable price.
To provide world class telecom infrastructure to develop countrys
economy.

CHAPTER II

12

COMPANY
ANALYSIS
SWOT ANALYSIS

13

The following diagram shows how a SWOT analysis fits into an environmental
scan:

SWOT Analysis Framework Environmental Scan

Internal Analysis
Strengths
14

 Weaknesses
External Analysis
Opportunities
Threat
Strength
A firm's strengths are its resources and capabilities that can be used as a basis
for developing a competitive advantage. Examples of such strengths include:
Old and famous company name.
Effective distribution network.
Famous among applicant.
Better management.
All India presence.
Solid infrastructure.
Huge customer Base.
Good image.

15

Weakness
The absence of certain strengths may be viewed as a weakness. For example,
each of the following may be considered weaknesses:
Over staffing.
Poor Customer Care.
Legacy Technology.
Improper planning for team work.
Policies once made are not revised.
Demotivating promotion policy.
Shortage of skills.

Opportunities
The external environmental analysis may reveal certain new opportunities for
profit and growth. Some examples of such opportunities include:
Cellular.
Limited mobility.
Internet.

16

Threat
Changes in the external environmental also may present threats to the firm.
Some examples of such threats include:
Reliance & other private basic operators.
Technology supplies are becoming competive with the opening of the
Indian economy.
Shifts in consumer tastes away from the firm's products
Emergence of substitute products
New regulations

17

CHAPTER- I V

DATA
ANALYSIS
&
FINDINGS
DATA ANALYSIS
18

DO YOU HAVE MOBILE CONNECTION?

Response in %

RESPONSE

PERCENTAGE

YES

72

NO

28

FINDING: Most of the respondents have mobile connection

IF YES THEN WHICH SERVICE PROVIDER? IF NO THEN WHICH
CONNECTION YOU PREFER TO BUY ?
RESPONSE

PERCENTAGE
19

YES

72

NO

28

RESPONSE (IN
%)
RESPONSE

PERCENTAGE

PREPAID

70

POSTPAID

30

FINDING: Most of the respondents would prefer to have prepaid

connection.

20

ARE YOU SATISFIED WITH YOUR PRESENT MOBILE CONNECTION?

RESPONSE (IN %)

RESPONSE

PERCENTAGE

YES

65

NO

35

FINDING: Most of the respondents are satisfied with their present mobile
connection

21

ARE YOU AWARE OF BSNL MOBILE ?

RESPONSE (IN %)

RESPONSE

PERCENTAGE

YES

99

NO

FINDING: Most of the respondents are aware of BSNL

22

IF YES THEN HOW WOULD YOU PERCEIVE THE SERVICE QUALITY OF BSNL
MOBILE SERVICES ?

RESPONSE (IN %)

RESPONSE
VERY GOOD

PERCENTAGE
10

GOOD

35

BETTER

40

BAD

15

FINDING: Around 40% respondents consider the service of BSNL better

than any other.
23

WOULD YOU RECOMMEND BSNL TO YOUR FRIENDS OR COLLEAGUES ?

RESPONSE (IN %)

RESPONSE

PERCENTAGE

YES

45

NO

23

CANT SAY

32

FINDING: Maximum respondents will recommend BSNL to their friends

24

ARE YOU CONFIDENT THAT THEY WILL CONTINUE THEIR SERVICE IN THE
COMING YEAR ?

RESPONSE (IN %)
RESPONSE

PERCENTAGE

YES

55

NO

45

FINDING: About 55% respondents are sure that BSNL will continue its
mobile services next year as well.

25

HOW DO YOU FIND THE BSNL NETWORK WITH IN LUCKNOW?

RESPONSE (IN %)
RESPONSE

NO. OF
RESPONDENTS

GOOD

30

AVERAGE

50

POOR

20

FINDING: 50% respondents find the networking of BSNL average

DID YOU COMMUNICATE OR DISCUSS YOUR PROBLEM WITH BSNL?
26

RESPONSE (IN
%)
RESPONSE

PERCENTAGE

YES

70

NO

30

FINDING: Most of the respondents communicate their problems to BSNL

Customer care centers.

27

WOULD YOU LIKE TO BUY BSNL CONNECTION INSPITE OF OTHER

CONNECTIONS?

RESPONSE (IN %)

RESPONSE

PERCENTAGE

YES

45

NO

35

CANT SAY

20

FINDING: YES, many people are willing to buy BSNL connections.

28

ARE YOU SATISFIED WITH CALL CHARGES OF BSNL MOBILE?

(LOCAL/STD/ISD)

RESPONSE (IN %)

RESPONSE

PERCENTAGE

SATISFIED

50

NOT SATISFIED

20

CANT SAY

30

FINDING: Half of the respondents are satisfied with the tariff plan of BSNL

29

CHAPTER-

CONCLUSION
After doing the survey analysis, I can conclude the project by saying that the
bsnl services are good expect some areas are networks are not working
properly.There are so many product & services .
About 85% customers are satisfied with the product and services of
BSNL and they think that its the best telecom service among all telecom
services.
Customers want to little change in the network infrastructure to make it better.
Transformation is must for everyone at every stage of life; company
should try to invent new techniques and to diversify its business towards
BSNL. also, so as to be the no.1 player in these markets. The quality of
the concrete is appreciated everywhere but due to some constraints,
optimum results are not coming. Marketing & Good promotion is a
backbone of any products life cycle. If the product is not marketed
properly than it will definitely going to suffer and might be vanish before
its actual age.

CHAPTER-

VI
30

RECOMMENDATION
&
SUGGESTIONS

RECOMMENDATIONS

31

On the basis of findings in this research a few suggestions are made to the BSNL
as it become important for the company to review its approach with reference to
the new targets.

1.

As far as my research is concerned, I think BSNL should lower the tariffs

to attract more customers like other service provider.

2.

BSNL should introduce various promotional schemes for longer

durations.

3.

Develop new strategies and services for enhancing its image among
customers.

4.

BSNL should even improve its networking to meet the competition

offered by the other companies.

5.

The company should develop personal relations with the subscribers.

6.

BSNL should go for extensive consumer survey for every new product
launching.

7.

After sales service needs to be improved in almost every region.

SUGGESTIONS
32

 BSNL should use the motivate approach to fulfill the customer needs and
wants.
The company should try to provide better marketing strategies.
Firm should make their stratigies strong.
Try to improve the staff behavior.
Apply new marketing strategie

33

CHAPTER-VII

LIMITATIONS
1.

Taking up study of this nature the major limitation was research project duration
which has its bearing on the outcome of study.

2.

Unwillingness on the part of few customers to disclose the information as per the
questionnaire.

3.

Information provided by the respondents might be biased in some case as they

might have been influenced by a particular brand.

4.

Financial constraints also cause certain problems in the research.

5.

At some place due to absence of customer care center; difficulty was faced in
obtaining complete information.

BIBLIOGRAPHY

BOOKS

Marketing Management:
Research Methodology:
Marketing Research:
Sharma
Websites:
www.bsnl.co.in.
www.upwbsnl.co.in

AUTHOR

Philip Kotlar
C.R Kothari
D.D

QUESTIONNAIRE

1.What is your Age

a. Between 20-30
b. Between 31-35
c. Between 36-40
d. Between 41-50
e. Above 50

2. Which of these best describes your job

a. Managerial
b. Professional
c. Clerical
d. Manual Worker
e. Student
f. Retired
g. Agriculture

3. Under which category you belong to regarding your Monthly Income

a. Below 5000
b. Between 5000-10000
c. Between 10000-15000
d. Between 15000-25000
e. Above 25000.

4. Are you using mobile services

a. Yes
b. No

5. And which of the following mobile services you are using

currently
a. BSNL.
36

b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Aircel.
f. BPL\vodafone
g. Any other please mention

6. Which of the following Landline Services you are using currently

a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Any other please mention.

7. How familiar are you with BSNL Services

a. Very familiar (use on regular basis).
b. Some what familiar (use it only some times).
c. Familiar but never used it.
d. Never heard of service before.

8. How satisfied are you with the Tariff plan of BSNL

a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied

9. How satisfied are you with the network of BSNL

a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
37

10. How satisfied are you with the cost of BSNL

a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied

11. How satisfied are you with the customer care of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied

12. How satisfied are you with the additional packages of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied

13. In thinking about your most recent with others was the Quality of the
BSNL Customer Service you received:
a. Excellent.
b. Good.
c. Average.
d. Poor.
e. Very poor.

14. Compared with others would you say that BSNL is

a. Much better.
b. Some what better.
38

c. About the same.

d. Some what worse.
e. Dont know (or) Never used.

15. All things considered over the next 12 months how likely are you to replace
your current Service
a. Certain.
b. High chance.
c. Not sure.
d. Low chance.
e. Never.

39

End of this
report

40