Consumer Satisfaction On BSNL

CONSUMER SATISFACTION ON BSNL
PRODUCTS AND SERVICES

A project report submitted to the Kannur University in partial
fulfillment of the requirement for the award of degree of
BACHELOR OF COMMERCE
(2012-2015)
By
MEBIN BABY GEORGE
REG.NO. DB12BR0018
UNDER THE SUPERVISION AND GUIDANCE OF
Miss. STEPHY EMMANUEL

(DEPARTMENT OF COMMERCE)
DEPARTMENT OF COMMERCE
DON BOSCO ARTS AND SCIENCE COLLEGE,

ANGADIKADAVU, IRITTY - 670706
CERTIFICATE
This is to certify that the project report entitled “CONSUMER

SATISFACTION ON BSNL PRODUCTS AND SERVICES” is a record
of genuine work done by the candidate MEBIN BABY GEORGE during the
period of his study at Don Bosco Arts and Science College, Angadikadavu,
Iritty - 670706, in partial fulfillment of requirements for the award of the
degree of Bachelor of Commerce of the Kannur University, 2015 under the
supervision and guidance of Miss. STEPHY EMMANUEL, Assistant
Professor, Department of Commerce.
This report has not previously formed the basis for the award of any degree,
or any other similar title by the candidate.
Place: Angadikadavu
Date: 31-03-2015
CERTIFICATE
This is to certify that the project report entitled “Consumer satisfaction on

BSNL products and services” is a record of genuine work done by the
candidate MEBIN BABY GEORGE during the period of his study at Don
Bosco Arts and Science College, Angadikadavu, Iritty - 670706, in partial
fulfillment of requirements for the award of the degree of Bachelor of
Commerce of the Kannur University, 2015.
This report has not previously formed the basis for the award of any degree,
or any other similar title by the candidate.
Place: Angadikadavu Miss. STEPHY EMMANUEL
Date: 31-03-2015 SUPERVISOR

DECLARATION
I MEBIN BABY GEORGE, student of 6th Semester B.Com, Don Bosco Arts
and Science College Angadikadavu, hereby declare that the project entitled
“Consumer satisfaction on BSNL products and services” is an authentic
and original work done by me under the guidance and supervision of Miss.
Stephy Emmanuel, Assistant Professor, Department of Commerce, in partial
fulfillment of the requirements for the award of Degree of Bachelor of
Commerce of the Kannur University.
I also declare that this report has not been submitted by me fully or partly for
the award of any other Degree, Diploma or any other recognition earlier.
Place: Angadikadavu
Date: 31-03-2015
ACKNOWLEDGEMENTS
This study made possible with the best co-operation, assistance and constructive
suggestions of many of them. I would like to express my thanks and gratitude.
First and foremost, let me thank Almighty God for this grace and blessing that
enlightened my confidence in completing the project work successfully.
I express my sincere thanks to Rev.Fr. Martin Augustin, Principal of DON

BOSCO ARTS AND SCIENCE COLLEGE, for his valuable encouragement and
timely co-operation for the accomplishment of study.
I am immensely grateful to Mr. Roshin Thomas. HOD of the Department Of

Commerce, Don Bosco Arts & Science Collage Angadikadavu for his supervision,
guidance & support which helped me to carry out the project.
I am thankful to my supervisor Miss. Stephy Emmanuel for showing keen interest

and giving valuable guidance at every stage of my project.
Lastly I give my gratitude to my parents, all other teachers and my friends, who
helped me directly or in directly for the successful completion of this project work.
Angadikadavu Mebin Baby George

31.3.2015 DB12BR0018
CONTENTS
Sl No. Title Page No
List of Tables
List of Charts
Chapter I Introduction 1–9
Chapter II Theoretical Profiles 10 – 16
Chapter III Data Analysis and Interpretations 17 – 34
Chapter IV Findings, Conclusion and 35 – 38

Suggestions
Bibliography
Appendix
LIST OF TABLES
SL. NO TITLE PAGE NO
17
3.1 Age group of respondents
18
3.2 Job category of respondents
3.3 Monthly income of respondents 19
3.4 Usage of mobile phones 20
3.5 Currently using mobile services 21
3.6 Currently using landline services 22
3.7 Familiarity of respondents with BSNL 23

services.
3.8 Satisfaction level of respondents with the

24
Tariff plan of BSNL.

25
network of BSNL.
3.10 Satisfaction level of respondents with the 26
cost of BSNL

27
customer care of BSNL
28
Satisfaction level of respondents with the
3.12
additional packages of BSNL.
3.13 Quality of the BSNL customer care service. 29
3.14 Comparison of BSNL with other services. 30
3.15 Possibility of replacing the current service 31
Satisfaction level of respondents with the 32

3.16
BSNL broadband.
3.17 Satisfaction level of respondents with the 33

BSNL 3G
3.18 Opinion on various schemes and offers 34
provided by BSNL.
LIST OF CHARTS
SL. NO TITLE PAGE NO
Age group of respondents 17

3.1
3.2 Job category of respondents 18
3.3 Monthly income of respondents 19
Usage of mobile phones 20

3.4
21
3.5 Currently using mobile services
Currently using landline services 22

3.6
3.7 Familiarity of respondents with BSNL 23
services.
Quality of the BSNL customer care 29

3.8
service.
Comparison of BSNL with other services. 30

3.9
3.10 Possibility of replacing the current service

31
3.11 Opinion on various schemes and offers 34

provided by BSNL.
CHAPTER I
INTRODUCTION
Telecommunication is one of the few sectors in India, which has witnessed the
most fundamental structural and institutional reforms since 1991. In recent times,
country has emerged as one of the fastest growing telecom markets in the world,
particularly by the unprecedented growth in mobile telephony. The rapid growth in
Indian telecom services has prompted major global manufacturers of telecom
equipment to consider investing in India, paving the way for extensive provision of
modern communication services in rural areas and also provide a strong boost to
government revenues.
The customers are very important and play a crucial role in any process of
marketing. Today, customers are the kings of the market because the customer
loyalty and customer preference are built by the products and the services offered
to the customers and they seek for the more benefits and money’s worth for the
amount they spend. That is where the concept of customer preference and consumer
behavior comes because the customers make the marketers to rethink about
designing the products and services. They have to think about the market
segmentation, market strategies, consumer behavior, consumer’s tastes, consumer’s
lifestyle etc also. Many marketers are smart enough to understand consumers’
needs, wants and demands and perform beyond their expectations i.e. they delight
them.
The customer satisfaction is the main goal of every business organization. In this
competitive business scenario each and every activity starts and ends with the
customer. In the present scenario, the telecommunication is lifeblood for every
business activities. Even in this industry there prevails a stiff competition between
the service providers. The objectives of the study are to study the customer
satisfaction level towards BSNL products and services; the influence of
demographic variables of the respondents; usage level of various BSNL schemes;
the operational performance; The major purpose of descriptive research is
description of state of affairs, as it exists at present. So it is very essential for the
service provider to understand the influence of various demographic variables that
influence the satisfaction level to win the hearts of the customers. This study could
aid the BSNL with respect to their enhancement.
1.1 STATEMENT OF THE PROBLEM
Customer satisfaction, a term frequently used in marketing. It is a measure of how

products and services supplied by a company meet or surpass customer
expectations. The degree of satisfaction provided by goods and services of a
company as measured by the number of repeated customers.
A study has been conducted in order to understand the customer opinion and
satisfaction level of various products and services provided by the BSNL in
Kannur. The research titled “CUSTOMER SATISFACTION ON BSNL
PRODUCTS AND SERVICES” has been conducted.
1.2 SIGNIFICANCE
In this competitive arena communication plays a vital role, so the telecom industries
are the major source of communication. BSNL being a public sector obviously have
to compete with various players like Airtel, Vodafone, Idea, etc….Hence in order
to understand about the customers’ requirements the likes and dislikes preference
is sin-que-non for BSNL. There are many studies have been conducted in this topic.
But no study were conducted based on Kannur area. So it is relevant.
1.3 LITERATURE REVIEW
Rao (2000), in his article named “Internet service providers in India”, provides a
broad view of the role of an Internet service provider (ISP) and the factors to be
considered before entering the ISP market. It describes the Internet/ISP scene
within India and discusses the configuration of local, regional and national level
ISPs, and the supporting infrastructure. He also identifies the various success
factors. The global Internet scenario is discussed regarding the phases of the Internet
in India, i.e. pre and post commercialization. The main players are described:
ERNET, NICNET, VSNL, MTNL, and Satyam Infoway.
Sharma (2009) deals with the major challenges faced by India’s telecom equipment
manufacturing sector, which lags behind telecom services. Only 35% of the total
demand for telecom equipment in the country is met by domestic production. This
is notfavorable to long-term sustained growth of the telecom sector. The country is
also far behind in R&D spending when compared to other leading countries. India
needs to see an increase in R&D investment, industry-academia-government
partnership, better quality doctoral education and incentives to entrepreneurs for
start-ups in telecom equipment manufacturing.
.
Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of

Cellular Services: A Customer Perspective” analyzed that the increasing
competition and changing taste and preferences of the customer’s all over the world
are forcing companies to change their targeting strategies. The study revealed the
customer attitude and their satisfaction towards the cellular services in Coimbatore
city. It was found that advertisement play a dominant role in influencing the
customers but most of the customers are of opinion that promotional strategies of
cellular companies are more sale oriented rather than customer oriented.
Kumar (2008), in their study titled “Customer Satisfaction and Discontentment of
BSNL Landline Service: A Study” analysed that at present, services marketing
plays a major role in the national economy. In the service sector, telecom industry
is the most active and attractive. Though the telecom industry is growing rapidly,
India’s telecom density is less than the world’s average telecom density as most of
India’s market is yet to be covered. This attracts private operators to enter into the
Indian telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL)
more alert to run its business and survive in the market.
……………………………………………………..
 Rao (2000)- ‘Internet service providers in India’ [article]

 Sharma (2009)- en.wikipedia.org/wiki/telecom regulatory authority of india
 Kalpana and Chinnadurai(2006)- ‘Promotional strategies of cellular
services: A customer perspective’ [study]
 Kumar(2008)- ‘Consumer satisfaction and discontentment of BSNL
landline service: A study’ [study]
1.4 SCOPE
the service providers. The present study is an attempt to assess the products and
services of BSNL and also shows, how far these products and services are satisfied
to the customers.
1.5 OBJECTIVES
 To analyze about the customer satisfaction on the service provided by

BSNL.
 To study the opinion of the customers regarding the availability of BSNL
products.
 To ascertain the customer preference of landline and mobile services.
 To identify the usage level of various schemes provided by BSNL.
1.6 METHODOLOGY
The present study, “consumer satisfaction on BSNL products and services” has
been designed as an analytical and descriptive study. In the preparation of this
project report, the data is collected from different sources.
1.6.1 Research methodology
Methodology is a way to systematically solve the research problems. It

explains the various steps that are generally adopted by a researcher in
studying research problem with the logic behind them.
1.6.2 Research design
The research design is a basic framework for the study. The present study
‘Consumer satisfaction on BSNL products and services’ has been
designed as an analytical and descriptive one.
1.6.3 Sources of data
Primary data and secondary data were used in the present study.
A. Primary data:
Primary data were collected from thirty customers, those who are using BSNL
products and services.
B. Secondary data:
Secondary data were collected from different literatures like books which are
published articles, internet and website of BSNL.
1.6.4 Population
The total number of items or things in a particular equity is known as population.

Here the population is infinite, that means the population cannot be measured.
1.6.5 Sample size
Sample is selected in such a manner that, it represents the particular number 30

samples chosen for study.
1.6.6 Sample design and sampling techniques
For collecting data for the study, thirty respondents, those who are using BSNL
products and services were analyzed. The Convenient sampling technique has been
used for collecting the data.
1.6.7 Tools for data collection
For the present study questionnaire, face to face interactions, secondary data,
articles, statistical data, journals etc. were used for the collection of data.
1.6.8 Analytical tools of data
The data have been collected from the actual respondents. The next step in the
research process is data analysis. The purpose of this analysis is to interpret and
draw conclusions from the data collected. The methods used for this analysis are:
A. Percentage analysis
Percentage analysis is the method to present raw streams of data as a percentage for
better understanding. Simple percentage method has been used for analysis of
primary data collected.
Percentage of respondents=number of respondents/total respondents*100
B. Likert scale analysis
The likert scale is one the most widely used attitude scaling techniques. In this
approach, the respondents are asked to indicate his degree of agreement or
disagreement with each of the series of statements that are related to the objects in
questions.
Normally the likert scale is expressed in the terms of five categories, although three
and seven are sometimes used. The usual description for the five categories are:-
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
The five scale categories used here include:
Very satisfied
Quite satisfied
Neutral
Quite dissatisfied
Very dissatisfied
Each point on the scale carries a score. The choice between the two ordering of
scores for an item depends on whether “strongly agree” indicates a favorable or
unfavorable attitude. Sometimes it will be expressed positively, so that indicates a
favorable attitude and sometimes negatively, so that answer indicates an
unfavorable attitude. To make the total score meaningful; positive answer must be
scored in one order and negative one in reverse order.
The procedures for developing a likert scale are as follows,
1. The first step is to collect a large number of statements relevant to the study.
2. The respondents are asked to indicate their response on the five point scale.
3. The response to various statements are scored in such a way that a response
indicative of the most favorable attitude is given the highest score say 5,and
that with the most unfavorable attitude is given the lowest score say 1,the
marks are multiplied with number of respondents of each category.
4. The total marks of each statement are obtained by adding marks that received
for separate statements.
5. The total marks of each statement are divided by the sample size i.e. 30. Thus
we get the mean. Mean is the range of 1-2-3-4-5.
1.7 PERIOD OF STUDY
The study has been conducted for a period of four months, from December 2014
to March, 2015
1.8 AN OVER VIEW OF REPORT
The present study consist of four chapters..
Chapter 1 consist of introduction to the study.
Chapter 2 consist of theoretical profile.
Chapter 3 consist of analysis and interpretation of data.
Chapter 4 consist of findings, suggestions and conclusion of the study.
1.9 LIMITATIONS OF THE STUDY
There are some limitations for this study
 Data collection was based on questionnaires. Data given by people may not be
actual or real.
 Study has been conducted only few areas of Kannur. The information is
collected from only 30 respondents of the area.
 The result would be varying according to the individuals as well as time.
 Th e fi ndi ngs and co nc l us i on s a r e ba se d o n kn owl e dg e an d
ex pe ri e nc e o f t h e respondents sometime may subject to bias.
CHAPTER II
THEORETICAL PROFILES
2.1 INDUSTRY PROFILE

The service sector is a portion of the economy that produces intangible
goods. According to the U.S. Census Bureau, the service sector primarily consists
of truck transportation, messenger services and warehousing; information sector
services; securities, commodities and other financial investment services; rental and
leasing services; professional, scientific and technical services; administrative and
support services; waste management and remediation; health care and social
assistance; and arts, entertainment and recreation services
INDIAN SERVICE SECTOR
Service Sector of Indian Economy contributes to around 55 percent of India's GDP

during 2006-07. This sector plays a leading role in the economy of India, and
contributes to around 68.6 percent of the overall average growth in GDP between
2002-03 and 2006-07. There has been a 9.4 percent growth in the Indian economy
during 2006-07 as against a rise of 9 percent in the same during 2006-07. During
this growth in Indian economy, the service sector witnessed a rise of 11 percent in
the year 2006-07 against the 9.8 percent growth in 2005-06. The service sectors of
Indian economy that have grown faster than the economy are as follows:
 Information Technology
 IT-enabled services
 Telecommunications
 Financial Services
 Hotels and Restaurants
The Telecom Regulatory Authority of India (TRAI) has always endeavored to
encourage greater competition in the telecom sector together with better quality and
affordable prices in order to meet the objectives of New Telecom Policy, 1999. Vide
a Notification dated January 9, 2004 of the Government; Broadcasting and Cable
Services also have been brought within the definition of 'telecommunication service'
in terms of section 2(k) of the Telecom Regulatory Authority of India Act, 1997 as
amended by the TRAI (Amendment) Act, 2000. The mission of Telecom
Regulatory Authority of India (TRAI) is to ensure that the interests of consumers
are protected and at the same time to nurture conditions for growth of
telecommunications, broadcasting and cable services in a manner and at a pace
which will enable India to play a leading role in the emerging global information
society.
2.2 COMPANY PROFILE
PROFILE OF BHARAT SANCHAR NIGAM LIMITED
History
The foundation of Telecom Network in India was laid by the British sometime
in19th century. The history of BSNL is linked with the beginning of Telecom in
India. In 19th century and for almost entire 20th century, the Telecom in India was
operated as a Government of India wing. Earlier it was part of erstwhile Post&
Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was
separated from P&T. DoT was responsible for running of Telecom services in entire
country until 1985 when Mahanagar Telephone Nigam Limited (MTNL)was carved
out of DoT to run the telecom services of Delhi and Mumbai. It is a well-known
fact that BSNL was carved out of Department of Telecom to provide level playing
field to private telecoms. Subsequently in 1990s the telecom sector was opened up
by the Government for Private Investment, therefore it became necessary to
separate the Government's policy wing from Operations wing. The Government of
India corporatized the operations wing of DoT on October 01, 2000 and named it
as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector.
BSNL Present & Future
Since its corporatization in October 2000, BSNL has been

actively providing connections in both Urban and Rural areas and the efficiency of
the company has drastically improved from the days when one had to wait for years
to get a phone connection to now when one can get a connection in even hours. Pre-
activated Mobile connections are available at many places across India. BSNL
has also unveiled very cost-effective Broadband internet access plans (Data One)
targeted at homes and small businesses. At present BSNL enjoys 47% of market
share of ISP services. Former Indian Communications Minister Thiru Dayanidhi
Maran had declared year 2007 as "Year of Broadband" in India and BSNL is gearing
up to provide 5million Broadband connectivity by the end of 2007. BSNL has
upgraded existing Data one (Broadband) connections for a speed of up to 2 Mbit/s
without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL
at a cost of just US$ 5.5 per month. Further, BSNL is planning to upgrade its
broadband services to Triple play (telecommunications) in 2007.
BSNL has been asked to add 108 million customers by 2010 by Former
Indian Communications Minister Thiru Dayanidhi Maran. With the frantic activity
in the communication sector in India, the target appears achievable, however due to
intense competition in Indian Telecom sector in recent past BSNL's growth has
slowed down. BSNL is pioneer of Rural Telephony in India. BSNL has recently
bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project of
Government of India. On 20 March 2009 BSNL advertised the launch of
BlackBerry services across its Telecom circles in India. The corporation has also
launched 3G services in select cities across the country. Presently, BSNL and
MTNL are the only players to provide 3G services, as the Government of India has
completed auction of 3G services for private players. BSNL shall get 3G bandwidth
at lowest bidder prices of Rs. 18,500 crore, which includes Rs 10,186 crore for 3G
and Rs 8313crore for BWA.. BSNL is the largest Public Sector Telecom service
provider in the country having 1123.59 customers as on December 31, 2010. During
2010-11, it has added 150.78 lakh customers.
Challenges
During the financial year 2008-2009 (from April 1, 2008 to March 31, 2009) BSNL
has added 8.1 million new customers in various telephone services taking its
customer base to 75.9 million. BSNL's nearest competitor Airtel is standing at a
customer base of 62.3 million. However, despite impressive growth shown by
BSNL in recent times, the fixed line customer base of BSNL is declining. In order
to woo back its fixed-line customers BSNL has brought down long distance calling
rate under One India plan, however, the success of the scheme is not known.
However, BSNL faces bleak fiscal 2009-2010 as users flee. Presently there is an
intense competition in Indian Telecom sector and various Telco’s are rolling out
attractive schemes and are providing good customer services. Access Deficit
Charges (ADC, a levy being paid by the private operators to BSNL for provide
service in non-lucrative areas especially rural areas) has been slashed by 20% by
TRAI, w.e.f. April 1, 2009. The reduction in ADC may hit the bottom lines of
BSNL.
BSNL has started 3G services in 290 cities and acquired more than 6Lakh
customers. It has planned to roll out 3G services in 760 cities across the country in
2010-11. The shift in demand from voice to data has revolutionized the very nature
of the network. BSNL is poised to cash on this opportunity and has planned for
extensive expansion of the Broadband services. The Broadband customer base of
3.56 Million customers in March'2009 is planned to be increased to 16.00 million
by March 2014.
OBJECTIVES OF BSNL
 To be the Lead Telecom Services Provider.

 To provide quality and reliable fixed telecom service to our customer and
thereby increase customer's confidence.
 To provide mobile telephone service of high quality and become no.1 GSM
operator in its area of operation.
 To provide point of interconnection to other service provider as per their
requirement promptly.
 To facilitate R & D activity in the country.
VISION
To become the largest telecom Service Provider in Asia.
MISSION
 To provide world class State-of-art technology telecom services to its customers

on demand at competitive prices.
 To provide world class telecom infrastructure in its area of operation and to
contribute to the growth of the country's economy.
Products
 BSNL LANDLINE
 BSNL MOBILE
 POSTPAID-PREPAID
 UNIFIED MESSAGING
 GPRS/WAP/MMS
 DEMOs
 TARIFF
 BSNL WLL
 INTERNET SERVICES
 NETWORK
 BROADBAND
 WI-FI
 CO-LOCATION SERVICE
 BSNL WEB HOSTING
 DIAL UP INTERNET
 SMS& BULK SMS
 BSNL BROADBAND
 BSNL MANAGED NETWORK SERVICES
 BSNL MPLS-VPN
 ISDN
 LEASED LINE
 INTELLIGENT NETWORK
 FREE PHONE SERVICE
 PREMIUM RATE SERVICE
 INDIA TELEPHONE CARD
 VIRTUAL PRIVATE NETWORK (VPN)
 VOICE VPN
 UNIVERSAL NUMBER
 UNIVERSAL PERSONAL NUMBER
 TELE VOTING
 VIDEO CONFERENCING
 AUDIO CONFERENCING
 TELEX/ TELEGRAPH
 EPABX
 EPABX
 FREE EPABX
 CENTREX
 HVNET
 INMARSAT
 TRANSPONDER
Thus B S N L i s st ri vi n g ha rd t o p rov i d e qu al i t y s er vi c e t o i t s v al u e d
cu s t om e rs . In t hi s endeavor our executives at customer service centers are
being empowered to facilitate Single Window Service at the counter itself where
most of the routine business can b e t r a n sa ct ed wi t ho ut h as s l es of
goi n g t o di ff e r ent pl a c es . W e ha v e al so l aun c he d Customer Care
Portal to accept online registration of customers request for various
services and lodging complaints.
CHAPTER III
DATA ANALYSIS AND INTERPRETATION
3 . 1 . Age group of respondents
Table3.1
Options No. of respondents Percentage
20-30 4 13 %
31-35 11 37 %
36-40 8 27 %
41-50 4 13 %
Above 50 3 10 %
Total 30 100 %
Source: Field study
Fig3.1
Age group of respondents

12
10
8
6 11
4 8
2 4 4 3
0
20-30 31-35 36-40 41-50 Above 50
Interpretation
Table 3. 1 shows that, based on age, respondents were classified into five groups.
Such as 13% of the respondent’s age between (20-30), 37% of the people were in
the age between (31-35), 27% of the customers are (36-40), 13% of the respondents
are (41-50) and remaining 10% are above 50 years.
3.2 Job category of respondents
Table3.2

Managerial 10 34%
Professional 9 30%
Clerical 6 20%
Student 3 10%
Retired 1 3%
Agriculture 1 3%
Total 30 100%
Source: Field study
Job category of respondents

12
10
8
6
4
2
0
Managerial Professional Clerical Student Retired Agriculture
Fig 3.2
Interpretation
Table study reveals that, 34% of the respondents are in managerial

positions, 30% are professionals, 20% of the customers are doing clerical works,
10% are students, 3%are retired persons, and remaining 3% are in agricultural field.
3.3 Monthly income of respondents
Table 3.3

Below 5000 4 13%
5000-10000 7 23%
10000-15000 10 34%
15000-25000 5 17%
Above 25000 4 13%
Total 30 100%
Source: Field study
Monthly income of respondents

12
10
6
10
4
7
5
2 4 4
0
Below 5000 5000-10000 10000-15000 15000-25000 Above 25000
Fig 3.3
Interpretation
As the Table depicts that,13% consumers monthly income is below 5000, 23% of
the customers income is 5000-10000, while 34% are from 10000-15000, 17% the
respondents are from 15000-25000 and remaining 13% of customers income is
above 25000.
3.4 Usage of mobile phones
Table 3.4
Yes 30 100%
No 0 0
Total 30 100%
Source: Field study
Usage of mobile phones

35
30
25
20
15
10
0
Yes No
Fig 3.4
Interpretation
The study shows that, all of the respondents, (100%) those who have participated
in the project were using Mobile phones.
3.5 Currently using mobile services
Table3.5

BSNL 12 40%
IDEA 5 17%
RELIANCE 2 7%
AIRTEL 4 13%
TATA INDICOM 1 3%
VODAFONE 5 17%
OTHER 1 3%
TOTAL 30 100%
Source: Field study
Fig.3.5
Currently using mobile services

14
12
10
0
BSNL IDEA RELIANCE AIRTEL TATA VODAFONE OTHER
INDICOM
Fig 3.5
Interpretation
The study reveals that, majority of the customers are using BSNL services.
Vodafone and idea are holding the next position with 17%. People are using many
other services also.
3.6 Currently using landline services.
Table 3.6

BSNL 20 67%
RELIANCE 1 3%
AIRTEL 2 7%
TATA INDICOM 6 20%
OTHER 1 3%
TOTAL 30 100%
Source: Field study
Currently using landline services

25
BSNL, 20
20
15
10
TATA INDICOM, 6
5
AIRTEL, 2
RELIANCE, 1 OTHER, 1
0
BSNL RELIANCE AIRTEL TATA INDICOM OTHER
Fig 3.6
Interpretation
Among the currently using landline services, a good majority of people (67%) are
using BSNL, 20% are using Tata Indicom, 7% are using AIRTEL, Reliance and
other services are using (3%) by considering 30 respondents.
3.7 Familiarity of respondents with BSNL services.
Table 3.7

Very Familiar 5 17%
Somewhat familiar 18 60%
Familiar but never used it 7 23%
Never heard of service before 0 0
Total 30 100%
Source: Field study
Familiarity of respondents with BSNL services.
20
18
16
14
12
10
8
6
4
2
0
Very Familiar Some what familiar Familiar but never used Never heard of service
it before
Fig 3.7
Interpretation
It reveals familiarity of respondents with BSNL, 17% of the respondents are very
familiar to BSNL services 60% of the respondents are somewhat familiar, 23% of
the customers are familiar but never used it , and there were no person who never
heard this service before.
3.8 Satisfaction level of respondents with the Tariff plan of BSNL.
Table 3.8.1
Very satisfied Quite satisfied Neutral
No. of Mark No. of Mark No. of Mark
Responds (5) Responds (4) Responds (3)
6 30 10 40 6 18
Source: Field study
Quite dissatisfied Very dissatisfied
No. of Mark No. of Mark
Responds (2) Responds (1)
6 12 2 2
Table 3.8.2
Average
102/30 = 3.4
Interpretation
Table 3.8.2 shows that satisfaction level of respondents with the tariff plan of BSNL
is quite satisfied.
3.9 Satisfaction level of respondents with the network of BSNL
Table 3.9.1
3 15 13 52 8 24
Source: Field study
5 10 1 1
Table 3.9.2
Average
102/30 = 3.4
Interpretation
Table 3.9.2 shows that the customers are quite satisfied with the network provided
by BSNL.
3.10 Satisfaction level of respondents with the cost of BSNL
Table 3.10.1
4 20 13 52 8 24
Source: Field study
4 8 1 1
Table 3.10.2
Average
105/30 = 3.5
Interpretation
Table 3.10.2 shows that respondents are quite satisfied with the cost of products and
services offered by BSNL.
3.11 Satisfaction level of respondents with the customer care of
BSNL
Table 3.11.1
8 40 11 44 5 15
Source: Field study
3 6 3 3
Table 3.11.2
Average
108/30 = 3.6
Interpretation
Table 3.11.2 shows that the satisfaction level of respondents with the customer care
of BSNL is quite satisfied.
3.12 Satisfaction level of respondents with the additional packages
of BSNL
Table 3.12.1
3 15 11 44 10 30
Source: Field study
4 8 1 1
Table 3.12.2
Average
98/30 = 3.26
Interpretation
Table 3.12.2 shows that satisfaction level of respondents with the additional
packages provided by BSNL is quite satisfied.
3.13 Quality of the BSNL customer care service.
Table 3.13
Option No. of respondents Percentage

Excellent 2 8%
Good 8 28%
Average 13 44%
Poor 5 12%
Very Poor 2 8%
Total 30 100%
Source: Field study
Quality of the BSNL customer care service.

14 Average
12
10
Good
8
6 Poor
4
Excellent Very Poor
2
0
Excellent Good Average Poor Very Poor
Fig 3.13
Interpretation
Opinion on the quality of BSNL customer care showed 8% of the respondents says
that quality is excellent, 28% of the customers says that quality is good,44% of the
people says that quality is average,12% are says that quality is poor and remaining
8% says that very poor.
3.14 Comparison of BSNL with other services.
Table 3.14

Much Better 3 10%
Somewhat better 9 30%
About the same 12 40%
Somewhat worse 5 17%
Don’t know 1 3%
Total 30 100%
Source: Field study
Comparison of BSNL with other services.

14
12
10
0
Much Better Somewhat better About the same Somewhat worse Don’t know
Fig 3.14
Interpretation
The comparison study showed that, the 10% of the customers says that BSNL is
much better compared with other services, 30% says somewhat better service, 40%
are says that about the same, 17% says that somewhat worse, 3% customers says
that don’t know.
3.15 Possibility of replacing the current service.
Table 3.15

Certain 18 60%
High chance 1 3%
Not sure 7 23%
Low chance 3 10%
Never 1 4%
Total 30 100%
Source: Field study
Possibility of replacing the current service

20
18
16
14
12
10
8
6
4
2
0
Certain High chance Not sure Low chance Never
Fig 3.15
Interpretation
The field survey reveals that, the possibility to change from the current service, the
60% of the respondents are certain, 3% of customers respondents is high chance to
replace, 23% of the people respondents is not sure.
3.16 Satisfaction level of respondents with the BSNL broadband
Table 3.16.1
4 20 9 36 12 36
Source: Field study
3 6 2 2
Table 3.16.2
Average
100/30 = 3.33
Interpretation
Table 3.16.2 shows that the opinion of respondents with the satisfaction level on the
BSNL broad band connection is quite satisfied or neutral.
3.17 Satisfaction level of respondents with the BSNL 3G
Table 3.17.1
4 20 11 44 12 36
Source: Field study
2 4 1 1
Table 3.17.2
Average
105/30 = 3.5
Interpretation
Table 3.17.2 shows that the satisfaction level of respondents with the 3G network
of BSNL is quite satisfied.
3.18 Opinion on various schemes and offers provided by BSNL.
Table 3.18
Excellent 4 13%
Good 10 33%
Average 13 44%
Poor 2 7%
Very poor 1 3%
Total 30 100%
Source: Field study
Opinion on various schemes and offers provided by BSNL.

14
12 13
10
10
8
4
4
2
2
0 0 0 0 1 0
0
Excellent Good Average Poor Very poor
Fig 3.18
Interpretation
The opinion about various schemes and offers provided by BSNL shows, only 4%
respondents said it was excellent. Majority are taking it as average one. Some
respondents are not at all happy with the offers and schemes provided by BSNL.
CHAPTER IV
FINDINGS, CONCLUSION AND SUGGESTIONS
4.1 FINDINGS
Customer satisfaction, a term frequently used in marketing. It is a measure of how

products and services supplied by a company meet or surpass customer
expectations. The degree of satisfaction provided by goods and services of a
company as measured by the number of repeated customers.
A study has been conducted in order to understand the customer opinion and
satisfaction level of various products and services provided by the BSNL in
Kannur. The research titled “CUSTOMER SATISFACTION ON BSNL
PRODUCTS AND SERVICES” has been conducted with the following objectives
in mind;
 To analyze about the customer satisfaction on the service provided by

BSNL.
 To study the opinion of the customers regarding the availability of BSNL

products.
 To ascertain the customer preference of landline and mobile services.
 To identify the usage level of various schemes provided by BSNL.
Relevant information was collected both from primary and secondary sources.
Primary data were collected from 30 respondents by using interview schedule.
Secondary data were collected from various books, journals, and websites relating
to the subject.
Major findings of the study:
 It was found that majority of the respondents are within the age category of 31-
35
 The most of the respondents were Managers and professionals.
 The study reveals, majority of the respondent’s monthly income is between
10000-15000
 It is inferred that all the respondents (100%) are using Mobile phones.
 The study reveals 40% respondents are using BSNL, Tata Indicom and other
services are the least (3%) while considering 30 samples.
 The majority of people are somewhat familiar with BSNL, but there were no
people those who have never heard of service before.
 It reveals that, most of the customers are quite satisfied with the tariff plan of
BSNL.
 It was observed that the majority of the people are quite satisfied with the
network of BSNL.
 The study points out that, among the respondents majority of the customers are
quite satisfied with the cost of BSNL.
 It was identified that most of the customers are quite satisfied with the customer
care provided by BSNL.
 The majority of respondents opined, quite satisfied with the BSNL additional
Packages.
 The study reveals that the majority of the customers are average satisfied with
customer services of BSNL.
 It was observed that while comparing with other services and BSNL, most of
the people are saying both are about the same.
 Among the respondents most of them are certain on replacing the current service
what they use.
 The majority of the customers are neutral with the satisfaction level on BSNL
broadband connection.
 The respondents are getting average satisfaction with the 3G network provided
by BSNL.
 It was found that respondents are going with the average opinion on the schemes
and offers provided by BSNL.
 Some customers felt that when landline phone gets out of order, it is not checked
or corrected for even 1month, hence there was heavy business loss.
 In the evening, lines are not getting connected since network problem was too
high.
 When phone went out of order, the respondents were still charged for calls.
 Customers are very much dissatisfied with Linemen, because of irresponsible
works.
 Regarding Cell one respondents complained, Network is always busy with other
mobile services.
 Customers were felt that monthly rental was too high hence the reason that most
of them were surrendering.
 Even after Surrendered the phone before 6months deposit amount was not yet
received but receiving bill. Customers are expecting more number of free calls.
With regards to mobile services options are limited hence customers were
switching over to other service providers
4.2 CONCLUSION
the service providers.
BSNL being a public sector, in order to thrive and excel, have to understand about
the customers’ expectations. They also have to understand about their competitors
and their nuances in understanding their Customers. Since Communication industry
is a very competitive one it is high time for BSNL to understand about their
Customers in Landline as well as Mobile services.
4.3 SUGGESTIONS
Some of the comments can be valuable suggestions for the BSNL. This will enable
the BSNL to overcome its limitations and grow. Some of those suggestions are
given below:
 From the research study, it has been found out that the customers are very
particular about the quality of the telecom services and hence they want BSNL
to increase the quality of BSNL services by providing the customers an
attractive instrument with new wiring connections.
 BSNL should take steps to curb the corrupt practices of the Linemen.
 Customers were unaware about the new schemes provided by BSNL, so
effective media campaign is a must to enhance the awareness level.
 Recharge coupons were available only at higher rates when compared with other
brands, so BSNL may take some steps to provide recharge coupons at lower
rates with various denominations.
 Customer care of BSNL should be improve a lot.
 BSNL may introduce new offers and free service of SMS regarding Cell one.
 Caller Id should be provided immediately after the customer’s requisition.
 The Company should concentrate more on the advertisements of its products.
BIBLIOGRAPHY
BOOKS
 Journal of Management Volume: 18, Issue: 4,

Publisher: Administrative Science Quarterly. (1992)
 Business Studies-O.S. Priyadarsan. Excel publications.(2006)
INTERNET SOURCSES
 http://www.bsnl.co.in/
 www.dot.gov.in/annualreport/2011/
 http://en.wikipedia.org/wiki/Bsnl
 indiabudget.nic.in
 www.nber.org/papers/w16757
 www.dot.gov.in
 en.wikipedia.org/wiki/Telecom_Regulatory_Authority_of_India
APPENDIX
QUESTIONNAIRE
I am Mebin Baby George, a student of 6th semester B.Com in Don Bosco Arts and
Science College Angadikadavu. As part of my curriculum, am doing a project on
Customer satisfaction on BSNL products and services. I request you to kindly spare
a part of your valuable time to fill up the questionnaire. This is purely for academic
purpose and data collected will be confidential.
1. Name :
2. What is your Age?
a. Between 15-20 b. between21-35. c. Between 36-41
d. Between 41-50. e. Above 50.
3. Which of these best describes your job?
a. Managerial b. Professional c. Clerical
e. Student f. Retired g. Agriculture
4. 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.
5. Are you using mobile services?
a. Yes b. No
6. And which of the following mobile services you are using currently?
a. BSNL. b. Idea. c. Reliance
d. Airtel. e. Tata Indicom. f. Vodafone.
g. 0ther
7. Which of the following Landline Services you are using currently?
a. BSNL b. Tata Indicom. c. Reliance.
d. Airtel. e. Any other please mention
8. How familiar are you with BSNL Services?
a. Very familiar b. Somewhat familiar
c. Familiar but never used it.
d. Never heard of service before.
9. How satisfied are you with the Tariff plan of BSNL?
a. Very satisfied b. Quite satisfied c. Neutral
d. Quite dissatisfied e. Very dissatisfied
10. How satisfied are you with the network of BSNL?
11. How satisfied are you with the cost of BSNL?
12. How satisfied are you with the customer care of BSNL?
13. How satisfied are you with the additional packages of BSNL?
14. In thinking about your most recent with others, what was the quality of the
BSNL customer service your receive?
a. Excellent. b. Good. c. Average.

v
d. Poor. e. Very poor
15. Compared with others, would you say that BSNL is
a. Much better. b. Somewhat better.
c. About the same d. Somewhat worse e. Never used.
16. 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.
17. Are you satisfied with the BSNL broadband?
18. Are you satisfied with the BSNL 3G?
19. What is your opinion about the various schemes and offers provided by BSNL ?
a. Excellent. b. Good. c. Average.
d. Poor. e. Very poor
20. Suggestions:
…
……………………………………………………………………….
.………………………………………………………………………
.………………………………………………………………………
………………………………………………………………………

Consumer Satisfaction On BSNL - Mebin Baby George - 3427

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Consumer Satisfaction On BSNL - Mebin Baby George - 3427

Uploaded by

Copyright:

Available Formats

PRODUCTS AND SERVICES

MEBIN BABY GEORGE

Miss. STEPHY EMMANUEL

DON BOSCO ARTS AND SCIENCE COLLEGE,

This is to certify that the project report entitled “CONSUMER

This is to certify that the project report entitled “Consumer satisfaction on

Place: Angadikadavu Miss. STEPHY EMMANUEL

Date: 31-03-2015 SUPERVISOR

I express my sincere thanks to Rev.Fr. Martin Augustin, Principal of DON

I am immensely grateful to Mr. Roshin Thomas. HOD of the Department Of

I am thankful to my supervisor Miss. Stephy Emmanuel for showing keen interest

Angadikadavu Mebin Baby George

Sl No. Title Page No

Chapter I Introduction 1–9

Chapter II Theoretical Profiles 10 – 16

Chapter III Data Analysis and Interpretations 17 – 34

Chapter IV Findings, Conclusion and 35 – 38

3.3 Monthly income of respondents 19

3.4 Usage of mobile phones 20

3.5 Currently using mobile services 21

3.6 Currently using landline services 22

3.7 Familiarity of respondents with BSNL 23

3.8 Satisfaction level of respondents with the

3.9 Satisfaction level of respondents with the

3.10 Satisfaction level of respondents with the 26

3.11 Satisfaction level of respondents with the

3.14 Comparison of BSNL with other services. 30

3.15 Possibility of replacing the current service 31

Satisfaction level of respondents with the 32

3.17 Satisfaction level of respondents with the 33

3.18 Opinion on various schemes and offers 34

Age group of respondents 17

3.2 Job category of respondents 18

3.3 Monthly income of respondents 19

Usage of mobile phones 20

Currently using landline services 22

3.7 Familiarity of respondents with BSNL 23

Quality of the BSNL customer care 29

Comparison of BSNL with other services. 30

3.10 Possibility of replacing the current service

3.11 Opinion on various schemes and offers 34

1.1 STATEMENT OF THE PROBLEM

Customer satisfaction, a term frequently used in marketing. It is a measure of how

Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of

 Rao (2000)- ‘Internet service providers in India’ [article]

 To analyze about the customer satisfaction on the service provided by

1.6.1 Research methodology

Methodology is a way to systematically solve the research problems. It

1.6.3 Sources of data

The total number of items or things in a particular equity is known as population.

1.6.5 Sample size

Sample is selected in such a manner that, it represents the particular number 30

1.6.7 Tools for data collection

1.6.8 Analytical tools of data

Percentage of respondents=number of respondents/total respondents*100

B. Likert scale analysis

The procedures for developing a likert scale are as follows,

1.8 AN OVER VIEW OF REPORT

The present study consist of four chapters..

Chapter 1 consist of introduction to the study.

Chapter 2 consist of theoretical profile.

Chapter 3 consist of analysis and interpretation of data.