1.

1 INTRODUCTION

Customer satisfaction, a business term is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen as a

key performance indicator within business and is part of the four of a balanced

scorecard.

Increasing competition (whether for-profit or nonprofit) is forcing businesses to

pay much more attention to satisfying customers. In a competitive marketplace where

businesses compete for customers, customer satisfaction is seen as a key differentiator

and increasingly has become a key element of business strategy.

Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological

and physical variables which correlate with satisfaction behaviors such as return and

recommend rate.

Customer satisfaction is the most common form of market research in

business-to-business markets and is often connected to quality and production

measurement, rather than as straight marketing based research. Before setting up a

customer satisfaction programmed, it is necessary to ensure that the organization has

the will to actually make changes for improvement; otherwise you will simply be

1
annoying customers by taking their time to collect information, then not doing anything

with it.

Customers or buyers are exposed to more of the world than ever before i.e in the

changing economy through cable and satellite television, the internet and increased

travel and as a result, their tastes and interests have broadened dramatically. Moreover,

the long economic dominance of the United States, Europe and Japan is giving way,

and economic power is increasingly shared with developing economies.

Customer satisfaction survey further illuminates the relationship between the

customer experience and business performance. Around the world, consumers expect

better service quality. It confirms that consumers are more likely to leave a provider

because of poor service than for any other reason. It also reveals that service quality is

the most powerful factor, more influential than price in choosing providers or to do

business with them.

customer satisfaction ratings can have powerful effects. They focus employees

on the importance of fulfilling customers’ expectations. Furthermore, when these

ratings dip, they warn of problems that can affect sales and profitability. These metrics

quantify an important dynamic. When a brand has loyal customers, it gains positive

word-of-mouth marketing, which is both free and highly effective. Therefore, it is

essential for businesses to effectively manage customer satisfaction. To be able do this,

firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product

or service has met or exceeded expectations. Thus, expectations are a key factor behind

satisfaction. When customers have high expectations and the reality falls short, they

2
will be disappointed and will likely rate their experience as less than satisfying. For this

reason, a luxury resort, for example, might receive a lower satisfaction rating than a

budget motel—even though its facilities and service would be deemed superior in

'absolute' terms.

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most frequently

collected indicators of market perceptions. Their principal use is twofold.

Within organizations, the collection, analysis and dissemination of these data

send a message about the importance of tending to customers and ensuring that they

have a positive experience with the company’s goods and services.

Although sales or market share can indicate how well a firm is performing

currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s

customers will make further purchases in the future. Much research has focused on the

relationship between customer satisfaction and retention. Studies indicate that the

ramifications of satisfaction are most strongly realized at the extremes." On a five-point

scale, "individuals who rate their satisfaction level as '5' are likely to become return

customers and might even evangelize for the firm. (A second important metric related

to satisfaction is willingness to recommend. This metric is defined as "The percentage

of surveyed customers who indicate that they would recommend a brand to friends."

When a customer is satisfied with a product, he or she might recommend it to friends,

relatives and colleagues. This can be a powerful marketing advantage.) "Individuals

who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they

3
can hurt the firm by making negative comments about it to prospective customers.

Willingness to recommend is a key metric relating to customer satisfaction.

The BSNL, which is the Government origination, is successful because of mass

survey conducted through the sales force. By following different effective strategies

and planning procedures it is running its business successfully. So it is enjoying high

customer loyalty as there is high customer satisfaction. Hence customer satisfaction is

one of the key elements for achieving good results.

4
 1.2 NEED FOR THE STUDY

In the modern era building customer satisfaction and loyalty is a key we say to

profitable business. The current trend for businesses is to become 'customer-centric',

that is, to put the customer at the center of our business in terms of our strategies,

actions and processes. Many organizations now approach the 'lifetime value' of

customers and seek to increase it.

The importance of customer satisfaction was a hot business topic in the 1980s,

as customer satisfaction was considered the best window into loyalty. It seems self-

evident that companies should try to satisfy their customers. Satisfied customers

usually return and buy more, they tell other people about their experiences.

A market trader has a continuous finger on the pulse of customer satisfaction.

Direct contact with customers indicates what he is doing right or where he is going

wrong. Such informal feedback is valuable in any company but hard to formalize and

control in anything much larger than a corner shop. For this reason surveys are

necessary to measure and track customer satisfaction.

In customer satisfaction research we seek the views of respondents on a variety

of issues that will show how the company is performing and how it can improve. It is

wise to cross check the internal views with a small number of depth interviews with

customers. In any customer satisfaction survey there will be quick fixes – actions that

can be taken today or tomorrow that will have immediate effect.

The purpose of customer satisfaction research is to improve customer

satisfaction and yet so often surveys sit collecting dust. Worse than that, customers

5
have generously given their time to assist in the survey believing that some positive

action will take place. Their expectations will have been raised. The process of

collecting the data seems easier than taking action to improve satisfaction levels.

The key to customer retention is customer delightment. A highly satisfied

customer stays loyal longer, talks favorably about the organization and its products;

offers product or service ideas to the organization and costs less to serve the new

customers. Today more organizations are recognizing the importance of satisfying and

retaining current customers.

It is not enough to be skillful in attracting new customers, the organization must

keep them. Today’s organization must pay closer attention to the customer defection

rate (the rate at which they lose customer).

Here in case of BSNL thus the need for study on customer satisfaction is

important since it is highly depending on the customer opinions and expectations there

by using that information to change its strategies.

6
 1.3 OBJECTIVES OF THE STUDY

1. To study the overview of B.S.N.L

2. To determine customer preferences of landline and mobile services.

3. To evaluate the customer satisfaction level for mobile services as well as landline

services.

4. To analyze the customer opinion and satisfaction with specific reference to BSNL.

5. To suggest some guidelines for BSNL in order to provide better focused services.

7
 1.4 METHODOLOGY OF THE STUDY

Marketing research is the “Systematic design, collection, analysis, and reporting

of data and finding relevant to a specific Marketing situation facing the company.”

Data collection is the most important task for a company to stay in the

market for long time. The accuracy of the collected data is of great significance for
8
drawing correct and valid conclusions from the investigation. Data can be collected in

territorial sources.

 Primary data: The primary data are collected through the help of the

structured questionnaire prepared by the researcher.

 Secondary data: The secondary data are usually of two types internal and

external.

o Internal records of the company are used as the point of the marketing

research. This includes information about the product being researched,

its history, company’s background, market share, and competitors’

information. These types of information were collected from the

marketing department, sales department and corporate cell for marketing

intelligence in the company.

o External secondary data contains information available from public

sources such as business newspapers, business magazines. A prominent

source of data is the CMIE or Centre for Monitoring Indian Economy,

which publishes monthly reports on various aspects of Indian economy

and Industry.

Sample size:

A sample size of 200 people was taken by the researcher to accomplish the survey.

Allocation of the total sample size

Young people(18yrs to Middle aged(25yrs to Middle and old(above 45

25yrs) 45yrs) yrs)

9
 90 75 35

Methods used for collection of data:

 Survey: This technique of data collection has already been discussed about

above in the report. It was conducted in person that is by meeting the person

personally, over telephone, and even my mail. The main disadvantage of conducting

surveys over telephone or mail is that the facial expression, body language of the

respondent can’t be observed. Moreover the level of reliability on the results of such

surveys is very less and is prone to incorrect results. So approximately 80% of the

surveys conducted were by meeting persons personally. The questionnaire used for the

survey is in the Annexure part of the report.

The field work was done by me at different places like homes, offices, shops, etc. The

surveys were done in the office time, so that it is possible to meet every one.

 Observation: Observation is a technique where the consumer’s behavior is

recorded, usually without his/ her knowledge. So according to the definition it is clear

that in this technique of data collection they are more inclined towards BSNL or any

other like the main competitors of BSNL like the bharti Airtel , Vodafone, TATA,

Reliance, etc.

 Qualitative technique: This technique included word association where the

respondent was asked for a word that comes to his / her mind after thinking of the

brand BSNL.

10
 Experimentation: In this I measured the effect of one or more variables by

changing the level of some variables, and measuring the effects.

1.5 LIMITATIONS OF THE STUDY

1. We have collected only 200 samples due to shortage of time.

2. We weren’t able to get proper response from some samples.

3. Some of the information are difficult to gather due to professional obligations.

4. Sample result may not resemble with population.

5. Study has been restricted to some areas of Visakhapatnam only.

11
12
 2.1 History of Telecom Industry in India

The Indian Telecommunications industry is the world's fastest growing

telecommunications industry, with 962.82 Million telephone (landlines and mobile)

subscribers and 929.37 Million mobile phone connections as of May 2012. It is also the

second largest telecommunication network in the world in terms of number of wireless

connections after China. The Indian Mobile subscriber base has increased in size by a

factor of more than one hundred since 2001 when the number of subscribers in the

country was approximately 5 million to 962.82 million as on 30th June, 2012.

As the fastest growing telecommunications industry in the world, it is projected

that India will have 1.159 billion mobile subscribers by 2013. Furthermore, projections

by several leading global consultancies indicate that the total number of subscribers in

India will exceed the total subscriber count in the China by 2013. The industry is

expected to reach a size of 344,921 crore (US$74.85 billion) by 2012 at a growth rate

of over 26 per cent, and generate employment opportunities for about 10 million people

during the same period. According to analysts, the sector would create direct

employment for 2.8 million people and for 7 million indirectly. In 2008-09 the overall

telecom equipments revenue in India stood at 136,833 crore (US$29.69 billion)

during the fiscal, as against 115,382 crore (US$25.04 billion) a year before. Indian

telecom operators added a staggering 227.27 million wireless subscribers in the 12

months between Mar 2010 and Mar 2011 averaging at 18.94 million subscribers every

month. To put this into perspective, China which currently possesses the world's largest

telecommunications network added 119.2 million wireless subscribers during the same

period (March 2010 - March 2011).

13
Evolution of the industry-Important Milestones:

Year Milestones

1851 First operational land lines were laid by the government near

Calcutta (seat of British power)

1881 Telephone service introduced in India

1883 Merger with the postal system

1923 Formation of Indian Radio Telegraph Company (IRT)

1932 Merger of ETC and IRT into the Indian Radio and Cable

Communication Company (IRCC)

1947 Nationalization of all foreign telecommunication companies to

form the Posts, Telephone and Telegraph (PTT), a monopoly

run by the government's Ministry of Communications.

1985 Department of Telecommunications (DOT) established, an

exclusive provider of domestic and long-distance service that

would be its own regulator (separate from the postal system)

14
 1986 Conversion of DOT into two wholly government-owned

companies: the Videsh Sanchar Nigam Limited (VSNL) for

international telecommunications and Mahanagar Telephone

Nigam Limited (MTNL) for service in metropolitan areas.

1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National

Telecom Policy is adopted.

2000 DOT becomes a corporation, BSNL.

MAJOR PLAYERS:

There are three types of players in telecom services:

 State owned companies (BSNL and MTNL)

 Private Indian owned companies (Reliance Infocomm, Tata Teleservices)

 Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea

Cellular, BPL Mobile, and Spice Communication

Telecommunications Regulatory Environment in India:

LIRNEasia’ Telecommunications Regulatory Environment (TRE) index, which

summarizes stakeholders’ perception on certain TRE dimensions, provides insight into

how conducive the environment is for further development and progress. The most
15
recent survey was conducted in July 2008 in eight Asian countries, including

Bangladesh, India, Indonesia, Sri Lanka, Maldives, Pakistan, Thailand, and the

Philippines. The tool measured seven dimensions: i) market entry; ii) access to scarce

resources; iii) interconnection; iv) tariff regulation; v) anti-competitive practices; and

vi) universal services; vii) quality of service, for the fixed, mobile and broadband

sectors.

Modern growth:

A large population, low telephony penetration levels, and a rise in consumers'

income and spending owing to strong economic growth have helped make India the

fastest-growing telecom market in the world. The first operator is the state-owned

incumbent BSNL. BSNL was created by corporatization of the erstwhile Indian

Telecommunication Service, a government unit responsible for provision of telephony

services. Subsequently, after the telecommunication policies were revised to allow private

operators, companies such as Vodafone, Bharti Airtel, Tata Indicom, Idea Cellular, Aircel

and Loop Mobile have entered the space. See mobile operators in India. In 2008-09, rural

India outpaced urban India in mobile growth rate. Bharti Airtel now is the largest telecom

company in India.

India's mobile phone market is the fastest growing in the world, with companies

adding some 18.98 million new customers in June 2012.

The total number of telephones in the country crossed the 962.82 million mark in

June 2012. The overall tele-density has increased to 78.55% by June 2012. In the

wireless segment, 0.56 million subscribers were added in June 2012. The total wireless

subscribers (GSM, CDMA & WLL (F)) base is more than 931.42 million now. The

16
wireline segment subscriber base stood at 35.43 million with a decline of 0.14 million

as of June 2012.

HISTORY:

Telecom in the real sense means transfer of information between two distant

points in space. The popular meaning of telecom always involves electrical signals and

nowadays people exclude postal or any other raw telecommunication methods from its

meaning. Therefore, the history of Indian telecom can be started with the introduction

of telegraph.

INTRODUCTION OF TELEGRAPH:

The postal and telecom sectors had a slow and uneasy start in India. In 1850, the

first experimental electric telegraph Line was started between Kolkata and Diamond

Harbor. In 1851, it was opened for the British East India Company. The Posts and

Telegraphs department occupied a small corner of the Public Works Department, at that

time. Construction of 4,000 miles (6,400 km) of telegraph lines connecting Kolkata

(Calcutta) and Peshawar in the north along with Agra, Mumbai (Bombay) through

Sandra Ghats, and Chennai in the south, as well as Ootacamund and Bangalore was

started in November 1853. Dr. William O'Shaughnessy, who pioneered telegraph and

telephone in India, belonged to the Public Works Department. He worked towards the

development of telecom throughout this period.

A separate department was opened in 1854 when telegraph facilities were

opened to the public.

INTRODUCTION OF THE TELEPHONE:

17
 In 1880, two telephone companies namely The Oriental Telephone Company

Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of

India to establish telephone exchanges in India. The permission was refused on the

grounds that the establishment of telephones was a Government monopoly and that the

Government itself would undertake the work. In 1881, the Government later reversed

its earlier decision and a license was granted to the Oriental Telephone Company

Limited of England for opening telephone exchanges at Calcutta, Bombay, Madras and

Ahmadabad and the first formal telephone service was established in the country. 28

January 1882, is a Red Letter Day in the history of telephone in India. On this day

Major E. Baring, Member of the Governor General of India's Council declared open the

Telephone Exchanges in Calcutta, Bombay and Madras. The exchange in Calcutta

named "Central Exchange" was opened at third floor of the building at 7, Council

House Street.

FURTHER DEVELOPMENTS

A Mobile Phone Tower:

 1902 - First wireless telegraph station established between Sagar Islands and

Sand heads.

 1907 - First Central Battery of telephones introduced in Kanpur.

 1913-1914 - First Automatic Exchange installed in Shimla.

 23 July 1927 - Radio-telegraph system between the UK and India, with Imperial

Wireless Chain beam stations at Khadki and Daund, inaugurated by Lord Irwin by

exchanging greetings with King George

 1933 - Radiotelephone system inaugurated between the UK and India.

18
  1953 - 12 channel carrier system introduced.

 1960 - First subscriber trunk dialing route commissioned between Lucknow and

Kanpur.

 1975 - First PCM system commissioned between Mumbai City and Andheri

telephone exchanges.

 1976 - First digital microwave junction introduced.

 1979 - First optical fibre system for local junction commissioned at Pune.

 1980 - First satellite earth station for domestic communications established at

Secunderabad, A.P..

 1983 - First analog Stored Program Control exchange for trunk lines

commissioned at Mumbai.

 1984 - C-DOT established for indigenous development and production of digital

exchanges.

 1985 - First mobile telephone service started on non-commercial basis in Delhi.

While all the major cities and towns in the country were linked with telephones during the

British period, the total number of telephones in 1948 was only around 80,000. Even after

independence, growth was extremely slow. The telephone was a status symbol rather than

being an instrument of utility. The number of telephones grew leisurely to 980,000 in

1971, 2.15 million in 1981 and 5.07 million in 1991, the year economic reforms were

initiated in the country.

Emergence as a major player:

In 1975, the Department of Telecom (DoT) was separated from Indian Post &

Telecommunication Accounts and Finance Service. DoT was responsible for telecom

19
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. In

1990s the telecom sector was opened up by the Government for private investment as a

part of Liberalization-Privatization-Globalization policy. Therefore, it became

necessary to separate the Government's policy wing from its operations wing. The

Government of India corporatized the operations wing of DoT on 1 October 2000 and

named it as Bharat Sanchar Nigam Limited (BSNL). Many private operators, such as

Reliance Communications, Tata Indicom, Vodafone, Loop Mobile, Airtel, Idea etc.,

successfully entered the high potential Indian telecom market.

Revenue and growth:

The total revenue in the telecom service sector was 86,720 crore (US$18.8

billion) in 2005-06 as against 71,674 crore (US$15.6 billion) in 2004-2005,

registering a growth of 21%. The total investment in the telecom services sector

reached 200,660 crore (US$43.5 billion) in 2005-06, up from 178,831 crore

(US$38.8 billion) in the previous fiscal.

Telecommunication is the lifeline of the rapidly growing Information

Technology industry. Internet subscriber base has risen to 100 million in 2010. Out of

this 10.52 million were broadband connections. More than a billion people use the

internet globally.

Under the Bharat Nirman Programme, the Government of India will ensure that

66,822 revenue villages in the country, which have not yet been provided with a

Village Public Telephone (VPT), will be connected. However doubts have been raised

about what it would mean for the poor in the country.

20
 It is difficult to ascertain fully the employment potential of the telecom sector

but the enormity of the opportunities can be gauged from the fact that there were 3.7

million Public Call Offices in December 2005 up from 2.3 million in December 2004.

The value added services (VAS) market within the mobile industry in India has the

potential to grow from US$500 million in 2006 to a whopping US$10 billion by 2009.

Next generation networks:

In the Next Generation Networks, multiple access networks can connect

customers to a core network based on IP technology. These access networks include

fiber optics or coaxial cable networks connected to fixed locations or customers

connected through Wi-Fi as well as to 3G networks connected to mobile users. As a

result, in the future, it would be impossible to identify whether the next generation

network is a fixed or mobile network and the wireless access broadband would be used

both for fixed and mobile services. It would then be futile to differentiate between fixed

and mobile networks – both fixed and mobile users will access services through a

single core network.

Indian telecom networks are not so intensive as developed country’s

telecom networks and India's teledensity is low only in rural areas. 670,000 route

kilometers (419,000 miles) of optical fibres has been laid in India by the major

operators, even in remote areas and the process continues. BSNL alone has laid optical

fibre to 30,000 Telephone Exchanges out of their 36 Exchanges. Keeping in mind the

viability of providing services in rural areas, an attractive solution appears to be one

which offers multiple service facility at low costs. A rural network based on the

extensive optical fibre network, using Internet Protocol and offering a variety of

21
services and the availability of open platforms for service development, viz. the Next

Generation Network, appears to be an attractive proposition. Fibre network can be

easily converted to Next Generation network and then used for delivering multiple

services at cheap cost.

Mobile Number Portability (MNP):

TRAI announced the rules and regulations to be followed for the Mobile

Number Portability in their draft release on 23 September 2009. Mobile Number

Portability (MNP) allows users to retain their numbers, while shifting to a different

service provider provided they follow the guidelines set by TRAI. Once a customer

changes his/her service provider & retaining the same mobile number they are expected

to hold Thiele number with a given provider for at least 90 days, before they decide to

move to another service provider. This restriction is set in place to keep a check on

exploitation of MNP services provided by the service providers.

As per news reports, Government of India decided to implement MNP

from December 31, 2009 in Metros & category ‘A’ service areas and by March 20,

2010 in rest of the country.

It has been postponed to March 31, 2010 in Metros & category 'A' service

areas. However, time and time again, lobbying by the state-run firms, BSNL and

MTNL has resulted in innumerable delays in the implementation of Mobile Number

portability. The latest reports suggest BSNL and MTNL are finally ready to implement

the Mobile Number Portability by October 31, 2010.

A press release by the Department of Telecommunications on 30 June

2010 said "Keeping the complexity and enormity of the testing involved before MNP is
22
implemented and keeping in view the present status of implementation by various

operators, it has now been decided to extend the time line for implementation of MNP

to 31st October 2010."

The latest official report is that Mobile Number Portability will be phased

in slowly, starting with Haryana which will have MNP on or soon after November 1,

2010.

A news report on 25 November 2010 said Mobile Number Portability

(MNP) was finally launched in Haryana. The MNP service inaugurate by the Union

Minister of Communications & IT Mr. Kapil Sibal by making the inaugural call to Shri

Bhupindrer Singh Hooda, the Chief Minister of Haryana from a ported mobile number

in function held at Rohtak city.

International:

 Nine satellite earth stations - 8 Intelsat (Indian Ocean) and 1 Inmarsat (Indian

Ocean region).

 Nine gateway exchanges operating from Mumbai, New Delhi, Kolkata, Chennai,

Jalandhar, Kanpur, Gandhinagar, Hyderabad and Ernakulam

Submarine cables:

 LOCOM linking Chennai to Penang, Malaysia.

 India-UAE cable linking Mumbai to Al Fujayrah, UAE.

 SEA-ME-WE 2 (South East Asia-Middle East-Western Europe 2)

 SEA-ME-WE 3 (South East Asia-Middle East-Western Europe 3) - Landing sites

at Cochin and Mumbai. Capacity of 960 Gbit/s.

23
  SEA-ME-WE 4 (South East Asia-Middle East-Western Europe 4) - Landing sites

at Mumbai and Chennai. Capacity of 1.28 Tbit/s.

 TIISCS (Tata Indicom India-Singapore Cable System), also known as TIC (Tata

Indicom Cable), Chennai to Singapore. Capacity of 5.12 Tbit/s.

 i2i - Chennai to Singapore. Capacity of 8.4 Tbit/s.

 SEACOM from Mumbai to the Mediterranean, via South Africa. It currently joins

with SEA-ME-WE 4 off the west coast of Spain to carry traffic onward to London

(2009). Capacity of 1.28 Tbit/s.

 I-ME-WE (India-Middle East-Western Europe) with two landing sites at Mumbai

(2009). Capacity of 3.84 Tbit/s.

 EIG (Europe-India Gateway), landing at Mumbai (due Q2 2010).

 MENA (Middle East North Africa).

 TGN-Eurasia (Announced) Landing at Mumbai (due 2010?), Capacity of 1.28

Tbit/s

 TGN-Gulf (Announced) Landing at Mumbai (due 2011?), Capacity Unknown.

Telephone statistics:

 Telephone subscribers (wireless and landline): 995.9 million (May 2012)

 Land lines: 31.53 million (May 2012)

 Cell phones: 929.37 million (May 2012)

 Monthly cell phone addition: 8.35 million (May 2012)

 Teledensity: 79.28% (May 2012)

 Annual cell phone addition: 227.27 million (March 2010 - 2011)

 Projected teledensity: 1.159 billion, 97% of population by 2013.

24
25
ORGANIZATION PROFILE

Type Communication service provider

Availability Countrywide except Delhi& Mumbai

Owner The government of India

Key people S.D. Saxena (CFO);Dr. Ajay Data (CEO)

Founded 19th century, incorporated 2000

Website www.bsnl.in

26
2.2 GENESIS AND GROWTH

BSNL

Type State-owned

Industry Telecommunications

Founded 19th century, incorporated 2000

Headquarters New Delhi, India

Key people R.K.Upadhyay (Chairman &MD)

Wireless

Telephone
Products
Internet

Television

27
 Revenue ▼ US$ 5.8 billion (2011-12)

Owner(s) Government of India

Employees 276,306 – August, 2011

Website Bsnl.co.in

INTRODUCTION

BSNL is one of the largest Indian cellular service providers, with over 119.99

million subscribers as of June 2012, and the largest land line telephone provider in India.

However, in recent years the company's revenue and profit plunged into heavy losses due

to intense competition in the Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a

customer base of 90 million as of June 2008. It has footprints throughout India except for

the metropolitan cities of Mumbai and New Delhi, which are managed by Mahanagar

Telephone Nigam Limited (MTNL). As of June, 2012, BSNL had a customer base of

40.60 million wireline and 98.28 million wireless subscribers.

28
BSNL provides almost every telecom service, however following are the main Telecom

Services being provided by BSNL in India:-

1) BSNL Landline: BSNL is the largest telecom operator in India and is known to

everybody for Basic Telephony Services for over 100 years. Presently the Plain old,

Countrywide telephone service is being provided through 32,000 electronic exchanges,

326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public Switched Telephone

Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable, with a host of

Phone Plus value additions to our valued Customers. BSNL's telephony network expands

throughout the vast expanses of the country reaching to the remotest part of the country.

2) BSNL Mobile: India's fastest growing cellular service, along with postpaid and prepaid

services brings cellular telephony to the masses, through innovative technology and

strategic pricing. This ambitious service uses state-of-the-art GSM technology to attain

global excellence and leadership in business. Our entry into this sector has brought GSM

cellular service at an affordable cost to the common man. All serving a single objective, to

provide better communication to millions across India. Customers have reposed

tremendous faith in BSNL and it has enrolled over 30 Lakh Cellular customers within ten

months of launch of Cellular service, an unprecedented mark in Indian Cellular Market.

3) BSNL WLL-M: BSNL WLL-M is a communication system that connects customers

to the The BSNL Landline network using radio frequency signals instead of conventional

copper wires, for the full or part connection between the subscriber and the exchange This

comes with superior voice quality and high speed data capabilities. CDMA is popular with

more than 100 million subscribers worldwide, and the number keeps on increasing

exponentially.

29
4) Internet Services: BSNL is India's no. 1 Internet service provider with more than 17

lakh subscribers, providing Internet service throughout the entire country (except in New

Delhi and Mumbai) under the brand name of "Sancharnet". Sancharnet provides free all

India roaming and enables it's users to access their accounts, using the same access code

(172233) and user ID from anywhere in the Country. In order to make Internet available

throughout the length and breadth of the Country Internet Dhabas are being commissioned

at all the Block Headquarters. BSNL has also started DIAS and Account free internet

access (CLI based) facility on few select cities recently.

5) BSNL Broadband: BSNL is in the process of commissioning of a world class, multi-

gigabit, multi-protocol, convergent IP infrastructure through National Internet Backbone-

II (NIB-II), that will provide convergent services through the same backbone and

broadband access network. The Broadband service will be available on DSL technology

(on the same copper cable that is used for connecting telephone), on a countrywide basis

spanning 198 cities. In terms of infrastructure for broadband services NIB-II would put

India at par with more advanced nations. The services that would be supported includes

always-on broadband access to the Internet for residential and business customers, Content

based services, Video multicasting, Video-on-demand and Interactive gaming, Audio and

Video conferencing, IP Telephony, Distance learning, Messaging: plain and feature rich,

Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The subscribe will be

able to access the above services through Subscriber Service Selection System (SSSS)

portal.

6) Intelligent Network (IN): BSNL provides IN services offers value-added services,

such as Free Phone Service (FPH), India Telephone Card (Prepaid card), Account Card

30
Calling (ACC), Virtual Private Network (VPN), Tele-voting, Premium Rae Service

(PRM), Universal Access Number (UAN) and more.

7) 3G: BSNL offers the '3G' or the'3rd Generation' services which includes facilities like

video calling, live TV, 3G Video portal, streaming services like online full length movies

and video on demand etc.

8) FTTH: Fibre To The Home facility that offers a higher bandwidth for data transfer.

This idea was proposed on post-December 2009.

9) Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to their customers

for their services.

Future Plans:

 Connect villages having 1,000 and above population

 During the next 2 years (2010 – 2012), BSNL plans to provide large number of

phone connections and Broadband connections on ADSL as well as Wireless

technology. It also plans to increase its existing Optical Fibre Cable network

and TAX capacity.

 Aggressive marketing to tap the demand for the 3G technology to enable high

speed data transfer applications.

 Extending the coverage of 3G and WiMAX.

 Introduce new value added services such as Mobile TV, E-Banking, Mobile

Broadband, MMS etc using new technology such as WiMAX.

 Introduction of new services like FTTH, VOIP etc.

 Upgradation of existing network to NGN

31
Contribute towards:

 National Plan Target of 500 million subscriber base for the country by

December 2010.

 Broadband customers base of 20 million in the country by 2010 as per

Broadband Policy 2004.

 Providing telephone connection in villages as per government policy.

Implementation of Triple play as a regular commercial proposition.

32
 Market share of BSNL:

Total Telecom Share Up to 31/03/2011

Sl. Name of Landline CDMA GSM Total Mkt

No service Share(%)

1 Airtel 30,66,859 --------- 12,76,19,314 13,06,86,173 20.50

2 Reliance 11,77,412 10,24,22,145 1,63,11,206 11,99,10,763 18.81

3 Vodafone --------- --------- 10,08,58,358 10,08,58,358 15.82

4 BSNL 2,78,30,560 59,63,673 6,34,86,339 9,72,80,572 12.46

5 TATA 11,62,276 6,59,42,255 --------- 6,71,04,531 10.53

6 IDEA --------- --------- 6,38,24,688 6,38,24,688 10.01

7 Aircel --------- --------- 3,68,61,174 3,68,61,174 5.78

8 MTNL 34,96,754 3,10,103 47,84,453 85,91,310 1.35

9 Uninor --------- --------- 42,64,036 42,64,036 0.67

10 Sistema 49,416 37,75,144 --------- 38,24,560 0.60

11 LOOP --------- --------- 28,44,583 28,44,583 0.45

12 S-tel --------- --------- 10,06,827 10,06,827 0.16

13 CONNECT 1,73,407 3,28,146 --------- 5,01,553 0.08

Total 3,69,56,684 178741466 42,18,60,978 63,75,59,128 100.00

33
Market Share of Telephone Operators in India as on 31.05.2011:

Wireline Market Share

BSNL 72.24

Bharti Airtel 9.64

Reliance Telecom 3.60

Tata Indicom 3.79

MTNL 10.05

Others 0.68

Wireline Market Share

Others
Tata Indicom
MTNL 1%
4%
10%

Reliance
Telecom
3%

Bharti Airtel
10%
BSNL
72%

Note: Others means HFCL Infotel 0.55% and Shyam Telelinks 0.11%

34
35
 Wireless Market Share

BSNL 11.05

Bharti Airtel 19.88

Reliance Telecom 16.80

Vodaphone Essar 16.59

Tata Indicom 10.80

Idea 11.16

Aircel 6.79

MTNL 0.66

Others 2.83

Wireless Market Share

Aircel MTNL Others
1% 3% BSNL
7%
11%

Idea
12%
Bharti Airtel
21%
Tata Indicom
11%
Reliance
Telecom
17%
Vodaphone
Essar
17%

36
Note: Others means BPL 0.38%, HFCL Infotel 0.18%, Shyam Telelinks 1.29%, Uninor

2.95%, Stel 0.36%, Etisalat DB 0.15% and Vidiocon 0.88%

Total Telephone Market Share

BSNL 13.45

Bharti Airtel 19.48

Reliance Telecom 16.28

Vodaphone Essar 15.94

Tata Indicom 10.53

Idea 10.72

Aircel 6.52

MTNL 1.03

Others 2.71

37
 Total Telephone Market Share

Aircel MTNL Others

7% 1% 3%
BSNL
14%

Idea
11%

Bharti Airtel
Tata Indicom
20%
11%

Reliance
Telecom
17%
Vodaphone
Essar
16%

Note: Others means BPL 0.36%, HFCL Infotel 0.19%, Shyam Telelinks 1.24%, Uninor

2.81%, Stel 0.35%, Etisalat DB 0.14% and Vidiocon 0.84%

Telecom Circles of BSNL in India:

 Andaman & Nicobar Telecom Circle

 Dobaspet

 Tamilnadu Telecom Circle

 Jharkhand Telecom Circle

 Bihar Telecom Circle

 Andhra Pradesh Telecom Circle

 Assam Telecom Circle

 Chhattisgarh Telecom Circle

 Gujarat Telecom Circle

 Haryana Telecom Circle

38
  Himachal Pradesh Telecom Circle

 Jammu & Kashmir Telecom Circle

 Jharkhand Telecom Circle

 Karnataka Telecom Circle

 Kerala Telecom Circle

 Madhya Pradesh Telecom Circle

 Maharashtra Telecom Circle

 North East-I Telecom Circle

 North East-II Telecom Circle

 Orissa Telecom Circle, Rajasthan Telecom Circle

 Punjab Telecom Circle, Uttranchal Telecom Circle

Metro Districts:

 Kolkata

 Chennai

 Delhi

 Mumbai

Project Circles:

 Eastern Telecom Project Circle

 Western Telecom Project Circle

 Northern Telecom Project Circle

 Southern Telecom Project Circle

 IT Project Circle, Pune

39
Maintenance Regions:

 Eastern Telecom Maintenance Region

 Western Telecom Maintenance Region

 Northern Telecom Maintenance Region

 Southern Telecom Maintenance Region

Specialized Telecom Units:

 Broad Band Networks (Data Networks)

 National Centre For Electronic Switching

 Technical & Development Circle

Production Units:

 Telecom Factory, Mumbai

 Telecom Factory, Jabalpur

 Telecom Factory, Richhai

 Telecom Factory, Kolkata

Present and future:

BSNL then known as Department of Telecom had been a near monopoly

during the socialist period of the Indian economy. During this period, BSNL was the

only telecom service provider in the country MTNL was present only in Mumbai and

New Delhi). During this period BSNL operated as a typical state-run organization,

inefficient, slow, bureaucratic, and heavily unionised. As a result subscribers had to

wait for as long as five years to get a telephone connection. The corporation tasted

40
competition for the first time after the liberalisation of Indian economy in 1991. Faced

with stiff competition from the private telecom service providers, BSNL has

subsequently tried to increase efficiencies itself. DoT veterans, however, put the onus

for the sorry state of affairs on the Government policies, where in all state-owned

service providers were required to function as mediums for achieving egalitarian

growth across all segments of the society.

The corporation (then DoT), however, failed miserably to achieve this and India

languished among the most poorly connected countries in the world. BSNL was born in

2000 after the corporatisation of DoT. The efficiency of the company has since

improved little a bit. However, the performance level is nowhere near the private

players.

INDIA BROADBAND:

Year of Broadband 2007:

2007 has been declared as "Year of Broadband" in India and BSNL is in the process

of providing 5 million 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$ 11.7 per month (as of 21 July 2008 and at a limit of 2.5GB monthly limit with

0200-0800 hrs as no charge period). Further, BSNL is rolling out new broadband.

BSNL is planning to increase its customer base to 108 million customers by 2010. With

the frantic activity in the communication sector in India, the target appears achievable.

BSNL is a 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.

41
 On the 20th of 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.[One crore is 10 million.]BSNL management has paid this money under protest

seeking refund.

Challenges:

During the financial year 2008-2009 (from April 1, 2009 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 Bharti 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 Telecom Regulatory Authority of India (TRAI), w.e.f. April 1, 2009. The

reduction in ADC may hit the bottomlines of BSNL.

42
 BSNL has started 3G services in 290 cities and acquired more than 6 Lakh

customers. It has planned to roll out 3G services in 760 cities across the country in

2010-11.

Broadband services: 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. Now BSNL is the under top five telecom

service provider company in India.

Major developments after formation of BSNL

Launching of Cellular services : 01-12-2002

Launching of WLL Services : 12-03-2004

Commissioning of OAN (Optical Fibre) network : 2005

Commission of Broadband services : March 2005

Commissioning of Cell MSC : 11-11-2005

Complete conversion of Landline connections to new technology 2006

Commissioning of Optical Fiber Ring routes : 2006

Commissioning of WLL MSC : 08-06-2007

Commissioning of Wimax services : February 2009

PRBT Services commissioned : 22-04- 2009

Commissioning of 3G services (With 60 BTSs) : 31-03-2010

43
BSNL IN VISHAKAPATNAM

 Visakhapatnam District comprises an area of 11,161 Sq.KMs.

 Total Population of the District is 38, 32,336.(Urban: 15, 30,899; Rural: 23, 01,437).

The Visakhapatnam telecom division office telegraphs was formed during 1976 under the

control of Divisional Engineer telegraphs, Visakhapatnam with a less than 100 telephone

connections in Visakhapatnam District. The DE telegraphs had maintained the entire

telegraph and telecom network including Defense Lines from Visakhapatnam to

Ichapuram. Later many telephone Exchanges were commissioned at several places in the

district and number of connections increased to more than 1000 and Divisional Engineer,

telegraphs was formed and separated as Vizianagaram and Srikakulam divisions during

1981. The office of Divisional Engineer, Visakhapatnam is remained as Telecom. District

Engineer, Visakhapatnam and it is upgraded to the level of telecom district manager

during 1993 after reaching its capacity 10,000 connections and a Junior Administrative

Grade Officers from Indian Telecom. Service has been posted as Head of this Telecom

District. 1996-1999 is the golden period for history of telecommunications and its

connectivity is increased. During this period the telephone connections were increased to

more than 10 times and many new electronic exchanges were installed and the old

technology was removed and provided some more additional facilities to customers. The

telecom wing higher to under the department of telecommunications has been formed as

Bharat Sanchar Nigam Limited with effect from 01-10-2000 as a Corporate Sector. Due to

the vase development during this period, the status of this telecom district is upgraded to

the level of General Manager and a Senior Administrative Grade Officer from Indian

44
Telecom. Service has been posted as Head of this Telecom District in September 2000.

Now the telephone connections are more than 1,50,000 the General Manager is looking

after development activities of the entire district. Engineering Officers and Finance

Officers is one Engineering Officer from Indian Telecom. Service is working as Deputy

General Manager looking after the Administration and Planning and one Finance officer

advisor. These two officers are assisting to the General Manager for Development

activities and to run the administration in smooth. Divisional Engineers, Sub-Divisional

Engineers and Chief Accounts Officers and Accounts Officers are working under the

control of above mentioned officers respectively. It is very difficult to maintain the entire

district at one point, for easy mice of the entire telecom district has been divided into sub-

divisions. The heads of sub divisions will look after the development activities relate to

that sub-division. Though the telephone density is comparatively less than other developed

districts, the department is providing good services through out the district. Through

services provided in the rural areas is not economical to the department. It is still

continued the services in the public interest. One more happiest news to the

Visakhapatnam District customers that the Bharat Sanchar Nigam Limited,Visakhapatnam

providing cell one services, WLL Services and value added services to the public.

BSNL, Visakhapatnam is serving many Major Industries in Visakhapatnam like……

 HPCL (Hindusthan Petroleum).

 Coromandel Fertilizers.

 Hindustan Zinc Ltd.

 Hindustan Ship Yard,

 Ship Building Centre.

 Visakha Dairy.

45
  Indian Oil Corporation.

 BHPV.

 Essar Steel Pellatisation Plant.

 L.G Polymers.

 NALCO (National Aluminum Company).

 DCI (Dredging Corporation of India).

 INDIAN NAVY.

 Educational Institutions like AU, GITAM etc.,

 APEPDCL, GVMC etc., and many more ………

Visakhapatnam Telecom District is

 Having 10 SDCAs consisting of 42 Mandals.

 Having the New Technology switches like OCB and EWSD along with CDOT

technology.

 Having 98 exchanges and 4 DLCs in the SSA

 Urban exchanges : 28

 Rural : 70

Working Lines as on 30-11-2010:

 Land Line : 107725 (98 exges+4 DLCs).

 WLL : 9160 (WLL BTSs: 59).

 Cellular Connections :( Cell BTSs: 194).

 Prepaid : 232539.

 Postpaid : 8126.

 Total : 240665.

Facilities offered to Customers

46
 Year Facility offered

 March 2003 Mobile van collections

 May 2005 ECS facility

 July 2005 Collection of bills by banks

 May 2008 e-seva

 October 2008 BSNL PORTAL & online transfer (e-payment)

 July2009 AP online services

Penetration of Broadband connections against Landline connections:

Year Land Line Brand Band Penetration %ge

2005 151208 4110 2.72

2006 146114 5439 3.72

2007 132335 14096 10.65

2008 118974 20609 17.32

2009 110202 27274 24.75

2010 107725 30829 28.62

47
Developments in Lands & Buildings

Cell sites

Year Lands Acquisition Construction of buildings acquired

2000 --- --- ---

2001 --- Vempadu ---

2002 Seethammadhara Seethammadhara 4

2003 --- Pendurthy 3

2004 Parawava --- 10

Rambilli, Sabbavaram,

Atchutapuram, Tagarapuvalasa,

Anandapuram, Madhurawada,

2005 Narsipatnam --- 24

48
2006 Kasimkota, Nathavaram --- 3

2007 Rolugunta --- 15

Dabagardens building

2008 --- vertical expansion 13

2009 --- ---- 4

Mindi Tele exge bldg

horizontal expansion,

Dabagardens Admn bldg, 72 sites

Narsipatnam Tele exge under

2010 --- bldg. Phase V.I

49
 2.3 ORGANIZATION STRUCTURE (CENTRAL)

Chairman & Managing

Director (Central)

HRD Operations Planning Marketing Finance

Director Director Director Director Director

Chief General Chief General Chief General Chief General Chief General
Manager Manager Manager Manager Manager
(Circle) (Circle) (Circle) (Circle) (Circle)

General General General General Manager General Manager

Manager Manager Manager
(District) (District)
(District) (District) (District)

DGM DGM DGM DGM DGM

50
2.3 ORGANIZATION STRUCTURE (STATE)

Head of the
Circle Chief
General Manager
(A.P.)

Head of
Visakhapatnam General Manager
SSA

Dy. General
Dy. General
Manager (Planning
Manager (Finance)
and Marketing)

Chief Accounts
Divisonal Engineers
Officer

Sub-Divisonal
Accounts Officer
Engineers

Junior Telecom Junior Accounts

Officers Officer

51
 2.4 Marketing Functions

Marketing & Sales and often use it interchangeably without understanding the difference

in it. Marketing is everything we do to get and leverage a client relationship.

Marketing process is broad and includes all of the following: -

 Discovering what product, service or idea customers want.

 Producing a product with the appropriate features and quality.

 Pricing the product correctly.

 Promoting the product; spreading the word about why customers should

buy it

 Selling and delivering the product into the hands of the customer.

Selling is one activity of the entire marketing process. Selling is the act

of persuading or influencing a customer to buy (actually exchange something of value

for) a product or service.

Marketing functions includes

 Estimate the customer tastes and preferences

 Advertisements and promotional activities

 Sales and distribution

 Providing services to customers

 Identifying the new market

 New product development

52
  Market segmentation

The ultimate objective of any marketing activity is to satisfy the customers and

today even a step ahead i.e. ‘delighting’ the customers, for which customers are offered

something beyond their expectations from the service or the product. The objective

being to acquire and retain the customers, who should continually feel that they are

getting more value of the money, they are departing with.

Marketing is the establishment, development, maintenance and optimization of

long-term mutually valuable relationships between consumers and organisation.

Successful Marketing focuses on understanding the needs and desires of the customers

and is achieved by placing these needs at the heart of business by integrating them with

the organization strategy, people, technology and business processes. At its most basic,

Marketing involves customers, organizations and relationships and the combination

creates the need for the management.

53
 2.5 FINANCE FUNCTION

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is

certainly on a financial ground that's sound. The Company has a net worth of Rs. 86,476

crores, Authorized Equity capital of Rs. 10,000 crores, Paid up Equity Share Capital of Rs.

5,000 crores and Revenue is Rs. 32,045 crores in 2009-10.

Revenue

Revenue earned by BSNL during last five years

54
 Gross investment in fixed assets:

The BSNL is making substantial investment year to year for its network expansion

and modernization. During the current financial year BSNL has made the gross

investment of Rs. 28,227 crore (US $ 6.28 billion) in Fixed Assets.

Capital outlay

BSNL has Gross Fixed Assets of over Rs. 132243 Crores as on 31.03.2009.

55
 Corporate assets

Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54,321

Cores, which are in the form of Land, Buildings Cables, Apparatus & Plants etc. as on

31.03.2009.

Financial functions are includes

 Raising funds and investing them in assets

 Share holders wealth maximization

 Working capital management and estimation of working capital

 Profit maximization

 Tax payments

 Cash management

 Inventory management

 Capital budgeting decision

 Investment decisions

 Assets management

Hu

56
 2.6 Human Resources Functions

HR development:

With a corporate philosophy that considers Human Resource as the most prized assets

of the organization, it's natural for BSNL to continually hone employee skills, enhance their

knowledge and their expertise and their aspirations to fruition. Even as BSNL goes about

conducting its business activities, it lays emphasis on constant enhancement of knowledge and

skills through regular traininprogrammes.

Human resources functions includes

 HR planning

57
 Recruitment

 Selection

 Training & Development

 Promotions & Depromotions

 Transfers

 Salary & Wage administration

 Disciplinary activities

 Attendance & Leave

 Welfare

 Industrial relations

58
Staff strength of BSNL, Visakhapatnam

Year Staff strength

2000 2041

2001 2041

2002 2008

2003 1997

2004 1982

2005 1955

2006 1903

2007 1843

2008 1805

2009 1682

2010 1640

SWOT Analysis:

Strengths:
59
  Experienced telecom service provider

 Huge Resources (financial & technical pool)

 Most trusted telecom brand

 Transparency in billing

Weaknesses:

 Non-optimization of network capabilities

 Poor marketing strategy

 Bureaucratic organizational set up

 Limited number of value added services

Opportunities:

 Tremendous market growing at 20 lac customers per month

 Untapped broadband services

 Untouched international market

 Can capitalize on public sector image to grab government’s ICT initiatives

60
Threats:

 Competition from private operators

 Keeping pace with fast technological changes

 Market maturity in basic telephone segment

 Manpower churning

2.7 VISION AND MISSION 0F THE COMPANY

Vision:

To become the largest telecom Service Provider in Asia.

Mission:

61
1. To provide world class state-of-art technology telecom services to its

customers on demand at competitive prices.

2. To provide world class telecom infrastructure in its area of operation and to

contribute to the growth of the country's economy.

Objectives:

1. To be a Lead Telecom Services Provider.

2. To provide quality and reliable fixed telecom service to our customer and

3. There by increase customer's confidence.

4. To provide mobile telephone service of high quality and become no. 1 GSM

5. Operator in its area of operation.

6. To provide point of interconnection to other service provider as per their

Requirement promptly.

62
 3.1 INTRODUCTION

Customer is the king; this is all the more apt for today business environment where, all

other factors remaining more or less constant, it is the value addition to the customer

that is making all the difference. Customer satisfaction depends on the performance

relative to a expectations.

A key premise in customer satisfaction is understanding the needs and meeting or

exceeding the expectations of customers. Furthermore, this is done while optimally

using resources. While most companies have developed strategies to improve quality

and external customer service, internal customer satisfaction is a much neglected

component of quality improvement. To this end, it is important to emphasize that total

customer satisfaction can be attained only if all employees devoted to external customer

satisfaction can work together and assist each other to achieve the common objective,

when the internal customer isn’t satisfied; Relationships with the external customer

suffer. So, it suggested to adopt customer oriented approach to keep the internal

customer satisfied and motivated, who in turn will focus their attention and energy

upon meeting the requirements of their customers, thereby maximizing the customer,

thereby maximizing the customer satisfaction.

Customer satisfaction survey is the process to monitor the satisfaction quotient of their

people. In internal satisfaction surveys therefore tracks the return on your investments

in keeping your people happy, high salaries, a quality culture, a healthy work

environment. Last, but not the least internal customer satisfaction survey helps in

finding the critical areas, which need further improvement.

Today’s companies are facing their toughest competition ever. These companies can

outdo their competition if they can move from product and sales philosophy to a
63
marketing philosophy. We spell out in detail how companies can go about winning

customers and outperforming competitors. The answer lies in doing a better job of

meeting and satisfying customers’ needs. Only customer- centered companies are adept

at building customers, not just building product. They are skilled in market engineering,

not just product engineering.

Too many companies think that it is the marketing/sales department’s job to procure

customers. If that department cannot, the company draws the conclusion that its

marketing people aren’t very good. But in fact, marketing is only one factor in

attracting and keeping customers. The best marketing department in the world cannot

spell products that are poorly made or fail to meet anyone’s need. The marketing

department can be effective only in companies whose various departments and

employees have designed and implemented a competitively superior customer, value-

delivery system.

Although the customer oriented firms seek to create high customer satisfaction, its main

goal is to maximize customer satisfaction, first the company can increase customer

satisfaction by lowering its prices, but results may be lower profits second the company

might be able to increase prices. Third the company has many stake-holders including

employees, dealers,

Suppliers and stock holders spending more to increase customer satisfaction might

divert funds from increasing the satisfaction of other partner. Estimate the company

must operate on the philosophy that it is trying to deliver a high level of satisfaction to

the other stake- holder within the constrains of its, Resources. From the past studies of

last three decades we observed that the company’s first task is to create and satisfy
64
customers. But today’s customers face a vast array of product and brand choice prices

and suppliers.

It is generally believed that customers estimate which offer will deliver the most value

customers are like value maximizes, within the bounds of search costs and limited

knowledge, mobility income, they form an expectation of value and act on it, whether

or not the offer lives up to the value expectations affects customer’s satisfaction and

their repurchase probability.

When we talk about customer satisfaction, we talk about creativity. Creativity allows us

to handle or diffuse problems at hand or later on in the process of conducting the

everyday We talk about how, or rather what, does the organization have to do to gain

not only the sale but also the loyalty of the customer. We want to know the payoff of

the transaction both in the short and long term. We want to know what our customers

want. We want to know if our customers are satisfied. Satisfaction, of course, means

that what we delivered to a customer met the customer’s approval. We want to know if

customers are delighted and willing to comeback, and so on. Fleiss and Feldman

present examples of that delightfulness in their writings.

Fleiss has written about Ben and Jerry’s ice cream and Feldman has discussed

excellence in a cab ride. As important as delightfulness is, some of us minimize it, or

even totally disregard it. At this point, we fail. Some of the issues that will guarantee

failure in sales.

3.2 ROLE OF CUSTOMER SATISFACTION IN MARKETING

Customer satisfaction plays a huge role in the success (or failure) of your marketing

campaign. Creating a successful marketing strategy begins and ends with knowing your

65
target audience. If your target audience is leaving messages like the one to the left -

well no viral marketing messages can overcome a lack of customer service.

In the days prior to the World Wide Web and the ensuing social media explosion - the

holy grail of marketing was advertising. In a nutshell, word of mouth marketing

depends upon customer satisfaction to generate “buzz” in the community. One satisfied

customer tells another and suddenly, a business would find its sales growing without

spending precious dollars on traditional advertising.

3.3 NEED OF INTERNAL CUSTOMER SATISFACTION:

o Rapidly growing organization

o High or growing turnover rate.

o Excessive rumor’s

o Highly competitive industry.

o Planned and recent organizational changes.

BENEFITS OF INTERNAL CUSTOMER SATISFACTION:

o It creates better teamwork and n improved work process.

o It leads to higher output and superior quality product.

o It decreases the turnover.

o Reduced overheads, and increase customer satisfaction level’s inter

departmental.

o It enhances communication and hence helped in team building, hence there is

less wasted effort caused by lack of common purpose and poor communication.

o A good employee feedback survey improves employee attitude and boosts

morals.

66
 3.4 IMPROVING CUSTOMER SATISFACTION:

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The

International Customer Service Standard (TICSS). TICSS enables organizations to

focus their attention on delivering excellence in the management of customer service,

whilst at the same time providing recognition of success through a 3rd Party

registration scheme. TICSS focuses an organization’s attention on delivering increased

customer satisfaction by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P’s - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which

in turn influences customer retention and customer loyalty.

Customer
Grievances

Customer Property
Customer Focus

CUSTOMER
SATISFACTION

Customer Feedback 67
Timely Supply
3.5 TCS-TOTAL CUSTOMER SATISFACTION

The key to engineering high customer loyalty is to deliver high customer value

according to Michael learning, in this delivery profitable value, a company must

develop a competitively superior value proposition and superior value delivery system.

A company value proposition is much more then it’s positioning on a single attribute; it

is a statement about the resulting experience customer will have from the offering and

their relationship with the supplier. The brand must be representing a promise about the

total resulting experience the 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 the communication and channel experiences the

customer will have on the way to obtaining the offering. Brand marketers try to

distinguish brand from others by a unique selling propositions. Whether customers will

actually receive the promised value proposition will depend upon the marketer’s ability

to influence various core processes.

For customer- centered companies, customer satisfaction is a both a goal and marketing

tool. Companies that achieve high customer satisfaction ratings make sure it their target

marketing knows it. With the globalization and technological advances, and

deregulation that is takes place in recent year’s endless opportunities and in the market

place. Giving more meaning to the phase “Behind every problem is o brilliantly

disguised opportunity but what marketing should do with these issues.

With the above development marketing has taken major shifts in the past tow decades

from the traditional production concept to product concept. TO selling concept because

of the liberalization policies adopted by many nations the markets or developing

countries are flooded buy the wide variety of products giving both to a new concept
68
that is selling concept. This concept holds that “Consumers and business, if -left above,

will ordinarily not bay enough of the organizations products the organizations must

therefore, undertake an aggressive selling and promotion effort.

According to this concept the consumers must be induced to bay products more and

more with the help of effective selling and promotional tools. This philosophy worked

for the companies seeking short run results, but not for the long run. Because if gives

more emphasis to pushing the products into the markets whether they may or may not

have the potential.

In recent years with the growing number of MNC’s and domestic companies a wide

assertion of products, and service were available to the consumers. This shift in market

place gave birth to a new concept what is called marketing concept. According to this

concept, the key to achieving its organizational, goals consists of the company being

more effective than competitors in creating, delivering and communicating consumer

value to its chosen target markets.

This concept gave more emphasis to customer needs, and marketing profits by

satisfying the customers, offering the highest customer delivered value. Whether the

customer is satisfied after purchase depends on the offers performance in relation to the

buyer’s expectations.

“Satisfaction” is a person’s feelings of pleasure of disappointment resulting from

comparing products perceived performance (or outcome) in relation to his or her

expectation. Many companies are aiming for high satisfaction because customers who

are just satisfied still find it easy to switch a better offer comes along those who are

highly satisfied are must less ready to switch satisfaction or delight creates and

emotional found with the brand, not just a rational preference. The result is high
69
customer loyalty. The key to generation high customer’s loyalty is to deliver high

customer value.

However, there are four methods companies use to track customer satisfaction.

3.6 SEVEN STEPS OF CUSTOMER SATISFACTION

1. Encourage Face-to-Face Dealings:

This is the most daunting and downright scary part of interacting with a customer. If

you’re not used to this sort of thing it can be a pretty nerve- wracking experience. Rest

assured, though, it does get easier over time. It’s important to meet your customers face

to face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with

someone they’ve actually met in person, rather than a voice on the phone or someone

typing into an email or messenger program. When you do meet them, be calm,

confident and above all, take time to ask them what they need. I believe that if a

potential client spends over half the meeting doing the talking, you’re well on your way

to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed:

This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all

customers’ queries within the space of a few hours, but at least email or call them back

and let them know you’ve received their message and you’ll contact them about it as

soon as possible. E if you’re not able to solve a problem right away let the customer

70
know you’re working on it. A good example of this is my Web host. They’ve had some

trouble with server hardware which has caused a fair bit of downtime lately. At every

step along the way I was emailed and told exactly what was going on, why things were

going wrong, and how long it would be before they were working again. They also

apologized repeatedly, which was nice. Now if they server had just gone down with no

explanation I think I’d have been pretty annoyed and may have moved my business

elsewhere. But because they took time to keep me informed, it didn’t seem so bad, and

I at least knew they were doing something about the problems. That to me is a prime

example of customer service.

3. Be Friendly and Approachable:

A fellow Site Pointer once told me that you can hear a smile through the phone. This is

very true. It’s very important to be friendly, courteous and to make your clients feel like

you’re their friend and you’re there to help them out. There will be times when you

want to beat your clients over the head repeatedly with a blunt object - it happens to all

of us. It’s vital that you keep a clear head, respond to your clients’ wishes as best you

can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy:

This may not be too important when you’re just starting out, but a clearly defined

customer service policy is going you a lot of time and effort in the long run. If a

customer has a problem, what should they do? If the first option doesn’t work, then

what? Should they contact different people for billing and technical enquiries? If

they’re not satisfied with any aspect of your customer service, who should they tell?

71
There’s nothing more annoying for a client than being passed from person to person, or

not knowing who to turn to. Making sure they know exactly what to do at each stage of

their enquiry should be of utmost importance. So make sure your customer service

policy is present on your site and anywhere else it may be useful.

5. Attention to Detail also known as ‘The Little Niceties’:

Have you ever received a Happy Birthday email or card from a company you were a

client of? Have you ever had a personalized sign-up confirmation email for a service

that you could tell was typed from scratch? These little niceties can be time consuming

and aren’t always cost effective, but remember to do them.

Even if it’s as small as sending a Happy Holidays email to all your customers, it’s

something. It shows you care; it shows there are real people on the other end of that

screen or telephone; and most importantly, it makes the customer feel welcomed,

wanted and valued.

6. Anticipate Your Client’s Needs & Go Out Of Your Way To Help Them Out:

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Take this as an example: you’re working oh the front-end for your client’s exciting new

ecommerce endeavor. You have all the images, originals and files backed up on your

desktop computer and the site is going really well. During a meeting with your client

he/she happens to mention a hard-copy brochure their internal marketing people are

developing. As if by magic, a couple of weeks later a CD-ROM arrives on their

doorstep complete with high resolution versions of all the images you’ve used on the

site. A note accompanies it which reads:

72
Your client is heartily impressed, and remarks to his colleagues and friends how very

helpful and considerate his Web designers are. Meanwhile, in your office, you lay back

in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this

happy customer will send several referrals your way.

7. Honor Your Promises:

It’s possible this is the most important point in this article. The simple message: when

you promise something, deliver. The most common example here is project delivery

dates.

Clients don’t like to be disappointed. Sometimes, something may not get done, or you

might miss a deadline through no fault of your own. Projects can be late, technology

can fail and sub-contractors don’t always deliver on time. In this case a quick apology

and assurance it’ll be ready ASAP wouldn’t go amiss.

1. FOR WHICH PURPOSE YOU MOSTLY USE BSNL SERVICES?

Table-4.1

OPINION POOL NO OF RESPONDENTS PERCENTAGE

PERSONAL 110 55.0

BUSINESS 90 45.0

TOTAL 200 100.0

73
 45
PERSONAL
BUSINESS
55

As the Table depicts, a good majority of the respondent 55.0 percentage

consumer’s using B.S.N.L for personal purpose. 45.0 percentage using B.S.N.L for

business purpose. We can conclude that majority were opinioned that, the using

B.S.N.L for personal purpose.

2. WHAT IS YOUR MONTHLY AVERAGE BILL?

Table-4.2

74
 OPINION POOL NO OF RESPONDENTS PERCENTAGE

BELOW RS.500 80 40.0

RS. 500-1000 60 30.0

RS. 1000-1500 20 10.0

RS. 1500-2000 22 11.0

ABOVE 2000 18 9.0

TOTAL 200 100.0

11
BELOW RS.500
40
RS. 500-1000
10 RS. 1000-1500
RS. 1500-2000
ABOVE 2000

30

The total sample size was 200 outlets in our analysis we has been 40.0

percentage opinioned that their average bill is below 500, 30.0 percentage opinioned

that their average bill is bet 500-1000, 10.0 percentage opinioned that their average bill

is bet 1000-1500, 11.0 percentage opinioned that their average bill is bet 1500-2000,

75
9.0 percentage opinioned that their average bill is above 2000. Most of the people

opinioned that their average bills are above2000.

3. HOW SATISFIED ARE YOU WITH THE COVERAGE OF BSNL?

Table-4.3

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 90 45.0

SATISFIED 68 34.0

NEUTRAL 20 10.0

DISSATISFIED 10 5.0

HIGHLY DISSATISFIED 12 6.0

TOTAL 200 100.0

76
 6
5

10
HIGHLY SATISFIED
45 SATISFIED
NEUTRAL
DISSATISFIED
HIGHLY DISSATISFIED

34

From the above table, it shows that 45.0 percentage of the respondents that the

coverage of B.S.N.L is highly satisfied, 34.0 percentage of the respondents that the

coverage of B.S.N.L is satisfied, 10.0 percentage of the respondents that the coverage

of B.S.N.L is neutral, 5.0 percentage of the respondents that the coverage of B.S.N.L is

dissatisfied, 6.0 percentage of the respondents that the coverage of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the coverage of

B.S.N.L is highly satisfied.

4. HOW SATISFIED ARE YOU WITH THE CONNECTIVITY OF BSNL?

Table-4.4

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 90 45.0

SATISFIED 70 35.0

77
 NEUTRAL 18 9.0

DISSATISFIED 10 5.0

HIGHLY DISSATISFIED 12 6.0

TOTAL 200 100.0

6
5

9
HIGHLY SATISFIED
45 SATISFIED
NEUTRAL
DISSATISFIED
HIGHLY DISSATISFIED

35

From the above table, it shows that 45.0 percentage of the respondents that the

connectivity of B.S.N.L is highly satisfied, 35.0 percentage of the respondents that the

connectivity of B.S.N.L is satisfied, 9.0 percentage of the respondents that the

connectivity of B.S.N.L is neutral, 5.0 percentage of the respondents that the

connectivity of B.S.N.L is dissatisfied, 6.0 percentage of the respondents that the

connectivity of B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the connectivity of B.S.N.L is highly satisfied.

5. HOW SATISFIED ARE YOU WITH THE BILLING OF BSNL?

78
 Table-4.5

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 110 55.0

SATISFIED 70 35.0

NEUTRAL 10 5.0

DISSATISFIED 5 2.5

HIGHLY DISSATISFIED 5 2.5

TOTAL 200 100.0

2.5 2.5

HIGHLY SATISFIED
SATISFIED
NEUTRAL
35 55 DISSATISFIED
HIGHLY DISSATISFIED

From the above table, it shows that 55.0 percentage of the respondents that the

billing of B.S.N.L is highly satisfied, 35.0 percentage of the 5respondents that the

79
billing of B.S.N.L is satisfied, 5.0 percentage of the respondents that the billing of

B.S.N.L is neutral, 2.5 percentage of the respondents that the billing of B.S.N.L is

dissatisfied, 2.5 percentage of the respondents that the billing of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the billing of B.S.N.L

is highly satisfied.

6. HOW SATISFIED ARE YOU WITH THE HANDSET OF BSNL?

Table-4.6

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 120 60.0

SATISFIED 60 30

NEUTRAL 10 5.0

DISSATISFIED 6 3.0

HIGHLY DISSATISFIED 4 2.0

TOTAL 200 100.0

80
 3 2
5

HIGHLY SATISFIED
SATISFIED
30 NEUTRAL
DISSATISFIED
60 HIGHLY DISSATISFIED

From the above table, it shows that 60.0 percentage of the respondents that the

handset of B.S.N.L l is highly satisfied, 30.0 percentage of the respondents that the

handset of B.S.N.L is satisfied, 5.0 percentage of the respondents that the handset of

B.S.N.L is neutral, 3 percentage of the respondents that the handset of B.S.N.L is

dissatisfied, 2.0 percentage of the respondents that the handset of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the handset of B.S.N.L

is highly satisfied.

7. HOW SATISFIED ARE YOU WITH THE QUALITY OF SERVICE OF

BSNL?

Table-4.7

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 70 35.0

81
 SATISFIED 60 30.0

NEUTRAL 10 5.0

DISSATISFIED 28 14.0

HIGHLY DISSATISFIED 32 16.0

TOTAL 100 100.0

16

35 HIGHLY SATISFIED
SATISFIED
14
NEUTRAL
DISSATISFIED
HIGHLY DISSATISFIED
5

30

From the above table, it shows that 35.0 percentage of the respondents that the

quality of services of B.S.N.L is highly satisfied, 30.0 percentage of the respondents

that the quality of services of B.S.N.L is satisfied, 5.0 percentage of the respondents

that the quality of services of B.S.N.L is neutral, 14 percentage of the respondents that

the quality of services of B.S.N.L is dissatisfied, 16.0 percentage of the respondents

that the quality of services of B.S.N.L is highly dissatisfied. We can conclude that

majority were opinioned that, the quality of services of B.S.N.L is highly satisfied.

82
8. HOW SATISFIED ARE YOU WITH THE INTERNET OF BSNL?

Table-4.8

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 120 60.0

SATISFIED 30 15.0

NEUTRAL 30 15.0

DISSATISFIED 5 2.5

HIGHLY DISSATISFIED 5 2.5

TOTAL 200 100.0

2.5 2.5

15

HIGHLY SATISFIED
SATISFIED
NEUTRAL

15 DISSATISFIED

60 HIGHLY DISSATISFIED

83
 From the above table, it shows that 60.0 percentage of the respondents that the

internet of B.S.N.L is highly satisfied, 15.0 percentage of the respondents that the

internet of B.S.N.L is satisfied, 15.0 percentage of the respondents that the internet of

B.S.N.L is neutral, 2.5 percentage of the respondents that the internet of B.S.N.L is

dissatisfied, 2.5 percentage of the respondents that the internet of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the internet of B.S.N.L

is highly satisfied.

9. HOW SATISFIED ARE YOU WITH THE CALL CHARGES OF BSNL?

Table-4.9

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 30 15.0

SATISFIED 50 25.0

NEUTRAL 60 30.0

DISSATISFIED 35 17.5

HIGHLY DISSATISFIED 25 12.5

TOTAL 200 100.0

84
 12.5 15

HIGHLY SATISFIED
17.5 SATISFIED
NEUTRAL
25 DISSATISFIED
HIGHLY DISSATISFIED

30

From the above table, it shows that 15.0 percentage of the respondents that the

call charges of B.S.N.L is highly satisfied, 25.0 percentage of the respondents of

B.S.N.L is satisfied, 30.0 percentage of the respondents of B.S.N.L is neutral, 17.0

percentage of the respondents of B.S.N.L is dissatisfied, 12.0 percentage of the

respondents of B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the call charges of B.S.N.L are neutral.

10. HOW SATISFIED ARE YOU WITH THE VALUE ADDED SERVICE?

Table-4.10

OPINION POOL NO OF RESPONDENTS PERCENTAGE

85
 HIGHLY SATISFIED 35 17.5

SATISFIED 60 30.5

NEUTRAL 30 15.0

DISSATISFIED 40 20.0

HIGHLY DISSATISFIED 35 17.0

TOTAL 200 100.0

17 17.5

HIGHLY SATISFIED
SATISFIED
NEUTRAL
20
DISSATISFIED

30.5 HIGHLY DISSATISFIED

15

From the above table, it shows that 17.0 percentage of the respondents that the

value added service of B.S.N.L is highly satisfied, 30.0 percentage of the respondents

of B.S.N.L is satisfied, 15.0 percentage of the respondents that of B.S.N.L is neutral,

20.0 percentage of the respondents that of B.S.N.L is dissatisfied, 17.0 percentage of

the respondents that B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the value added service of B.S.N.L is satisfied.

86
11. HOW SATISFIED ARE YOU WITH THE OVERALL?

Table-4.11

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 30 15.0

SATISFIED 65 32.0

NEUTRAL 30 15.0

DISSATISFIED 40 20.0

HIGHLY DISSATISFIED 36 18

TOTAL 200 100.0

18 15

HIGHLY SATISFIED
SATISFIED
NEUTRAL
20 DISSATISFIED
32 HIGHLY DISSATISFIED

15

87
 From the above table, it shows that 15.0 percentage of the respondents that the

overall of B.S.N.L is highly satisfied, 32.0 percentage of the respondents that the

overall of B.S.N.L is satisfied, 15.0 percentage of the respondents that the overall of

B.S.N.L is neutral, 20.0 percentage of the respondents that the overall of B.S.N.L is

dissatisfied, 18.0 percentage of the respondents that the overall of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the overall of B.S.N.L

is satisfied.

12. DOES THE BILL SPECIFY ALL THE DETAILS ABOUT THE USAGE OF

THE BSNL?

Table-4.12

OPINION POOL NO OF RESPONDENTS PERCENTAGE

YES 3 1.5

NO 197 98.5

TOTAL 200 100.0

88
 1.5

YES
NO

98.5

The total sample size was 200 outlets in our analysis we has been 1.5

percentage opinioned that the bill specify all the details about the usage of the B.S.N.L

and 98.5 percentage opinioned that have doesn’t specify all the details about usage of

the B.S.N.L. we can conclude that majority were opinioned that, have doesn’t specify

all the details about usage of the B.S.N.L.

13. DO YOU RECEIVE YOUR BILL ON TIME?

Table-4.13

OPINION POOL NO OF RESPONDENTS PERCENTAGE

89
 REGULAR 130 65.0

MOSTLY 50 25.0

NEUTRAL 6 3.0

RARELY 10 5.0

IRREGULAR 4 2.0

TOTAL 200 100.0

5 2
3

REGULAR
MOSTLY
25
NEUTRAL
RARELY
IRREGULAR
65

From the above table, it shows that 65.0 percentage of the respondents that

receives the bill on time is regular, 25.0 percentage of the respondents that receives the

bill on time is mostly, 3.0 percentage of the respondents that receives the bill on time is

neutral, 20.0 percentage of the respondents that the overall of B.S.N.L is dissatisfied,

18.0 percentage of the respondents that the overall of B.S.N.L is highly dissatisfied. We

can conclude that majority were opinioned that, the overall of B.S.N.L is satisfied.

90
14. PLEASE RANK YOUR PREFERENCE TO PAY YOUR BSNL BILL?

Table-4.14

OPINION POOL NO OF RESPONDENTS PERCENTAGE

NEAREST BANK 3 1.5

PICKUP BOY 6 3.0

COLLECTION CENTER 180 90.0

DROP BOXES 1 0.5

OTHERS 10 5.0

TOTAL 200 100.0

0.5 1.5
5 3

NEAREST BANK
PICKUP BOY
COLLECTION CENTER
DROP BOXES
OTHERS

90

91
 From the above table, it shows that 1.5 percentage of the respondent that they

pay his bills through nearest banks, 3.0 percentages of the respondents that they pay his

bills through pickup boys, and 90.0 percentages of the respondents that they pay

receives the bills through collection centers, 0.5 percentages of the respondents that

they pay his bills through others. We can conclude that majority were opinioned that,

pay their bills through collection centers.

15. ARE YOU AWARE OF THE INTERNET FACILITY AVAILABLE IN

THE BSNL?

Table-4.15

OPINION POOL NO OF RESPONDENTS PERCENTAGE

YES 200 100.0

NO 0 0

TOTAL 200 100.0

92
 0

YES
NO

100

The total sample size was 200 outlets in our analysis we has been 100

percentage opinioned that, they aware of internet facility available in B.S.N.L, 0.0

percentage opinioned that, they didn’t aware of internet facility available in B.S.N.L.

We can conclude that majority were opinioned that, aware of the internet facility

available in the B.S.N.L.

16. IF YES, WHICH INTERNET CONNECTION OF BSNL DO YOU PREFER

MOST?

Table-4.16

93
OPINION POOL NO OF RESPONDENTS PERCENTAGE

DIAL-UP(SANCHAR 8 4.0

NET)

DIAL-UP(NET ONE) 7 3.5

BROADBAND 160 80.0

OTHERS 25 12.5

TOTAL 200 100.0

3.5
4
12.5

DIAL-UP(SANCHAR NET)
DIAL-UP(NET ONE)
BROADBAND
OTHERS

80

From the above table, it shows that 80 percentage of the respondents opinioned

that, they using broadband, 4.0 percentage of the respondents opinioned that, they using

dial-up (sanchar net), 3.5 percentage of the respondents opinioned that. Hence we can

conclude that, majority of people using broadband connection of B.S.N.L.

94
17. DOES THE BANDWIDTH PROVIDED FOR THE INTERNET IS ENOUGH

FOR YOUR USAGE?

Table-4.17

OPINION POOL NO OF RESPONDENTS PERCENTAGE

YES 110 55.0

NO 90 45.0

TOTAL 200 100.0

45
YES
NO
55

The total sample size was 200 outlets in our analysis we has been 55 percentage

opinioned that ,the bandwidth provided for the internet is enough for usage, 45.0

percentage opinioned that, the bandwidth provided for the internet is not enough for

95
usage. We can conclude that majority were opinioned that, bandwidth provided for the

internet is enough for usage.

18. HOW WOULD YOU RATE THE INTERNET CHARGES IN BSNL WHEN

COMPARED TO OTHER INTERNET SERVICE PROVIDERS?

Table-4.18

OPINION POOL NO OF RESPONDENTS PERCENTAGE

VERY HIGH 80 40.0

HIGH 70 35.0

MEDIUM 20 10.0

LOW 14 7.0

VERY LOW 16 8.0

TOTAL 200 100.0

96
 8
7

VERY HIGH
10 40
HIGH
MEDIUM
LOW
VERY LOW

35

From the above table, it shows that 40 percentage of the respondents that, the

internet charges in B.S.N.L is very high, 35.0 percentage of the respondents that, the

internet charges in B.S.N.L is high, 10.0 percentage of the respondents that, the internet

charges in B.S.N.L is medium, 7.0 percentage of the respondents that , the internet

charges in B.S.N.L is low,8.0% of the respondents that , the internet charges in B.S.N.L

is very low. We can conclude that majority were opinioned that, the internet charges

B.S.N.L is very high.

19. HOW DO YOU FEEL ABOUT THE CUSTOMER CARE IN BSNL?

Table-4.19

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 55 27.5

SATISFIED 63 31.5

NEUTRAL 15 7.5

97
 DISSATISFIED 34 17.0

HIGHLY DISSATISFIED 33 16.5

TOTAL 200 100.0

16.5

27.5
HIGHLY SATISFIED
SATISFIED
17 NEUTRAL
DISSATISFIED
HIGHLY DISSATISFIED

7.5
31.5

From the above table, it shows that, 27.5 percentage of the respondents that, the

customer care in B.S.N.L is highly satisfied, 31.5 percentage of the respondents that,

the customer care in B.S.N.L is satisfied, 7.5 percentage of the respondents that, the

customer care in B.S.N.L is neutral, 17.0 percentage of the respondents that, the

customer care in B.S.N.L is dissatisfied, 16.5 percentage of the respondents that, the

customer care in B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the customer care in B.S.N.L is satisfied.

20. HOW DO YOU FEEL ABOUT THE CALL CHARGES OF BSNL WHEN

COMPARED TO OTHER SERVICE PROVIDERS?

98
 Table-4.20

OPINION POOL NO OF RESPONDENTS PERCENTAGE

VERY HIGH 30 15.0

HIGH 25 12.5

MEDIUM 120 60.0

LOW 20 10.0

VERY LOW 5 2.5

TOTAL 200 100.0

2.5

10 15

VERY HIGH
12.5 HIGH
MEDIUM
LOW
VERY LOW

60

From the above table, it shows that, 15.0 percentage of the respondents that, the

call charges of B.S.N.L is very high, 12.5 percentage of the respondents that, the call

charges of B.S.N.L is high, 60.0 percentage of the respondents that, the call charges of

B.S.N.L is medium, 10.0 percentage of the respondents that, the call charges of
99
B.S.N.L is low, 2.5 percentage of the respondents that, the call charges of B.S.N.L is

very low. We can conclude that majority were opinioned that, call charges of B.S.N.L

is medium.

21. IN WHICH ARE OF BSNL DO YOU FREQUENTLY ENCOUNTER

PROBLEMS?

Table-4.21

OPINION POOL NO OF RESPONDENTS PERCENTAGE

BILLING 10 5.0

CONNECTIVITY 77 38.5

CUSTOMER CARE 45 22.5

SERVICE QUALITY 68 34.0

TOTAL 200 100.0

34
BILLING
CONNECTIVITY
38.5
CUSTOMER CARE
SERVICE QUALITY

22.5

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 From the above table it shows that, 5.0 percentage of the respondents that, the

B.S.N.L frequently encounter problem is billing, 38.5 percentage of the respondents

that, the B.S.N.L frequently encounter problem is connectivity, 22.5 percentage of the

respondents that, the B.S.N.L frequently encounter problem is customer care, 34.0

percentage of the respondents that, the B.S.N.L frequently encounter problem is service

quality. We can conclude that majority were opinioned that, the B.S.N.L frequently

encounter problem is connectivity.

5.1 SUMMARY

In this chapter the overall summary was given briefly to understand the total

project at glance. The project entitled “A Study on Customer Satisfaction for b.s.n.l

landline and mobile services” with reference to” BHARAT SANCHAR NIGAM

LIMITED, Visakhapatnam” has been divided into five chapters to arrange the total

information in perfect manner.

First chapter includes the introduction, need for the study, objectives of the study and

limitations of the study. Through this chapter we can know the overview of the

BHARATH SANCHAR NIGAM LIMITED i.e. detailed manner. In the Introduction

(1.1). The details of the products and services supplied by a company meet or surpass

customer expectation. Industry, growth of the industry and the major players of the

industry and total details of the B.S.N.L. After giving the topic the details of the

company, the topic introduction was given like the definition of the topic collected

from different sources and the definition, the importance of the study and use of the

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study to the company were clearly explained. This help to understand why the

researcher has chosen the topic as his project.

Customer satisfaction survey further illuminates the relationship between the

customer experience and business performance. Around the world, consumers expect

better service quality. It confirms that consumers are more likely to leave a provider

because of poor service than for any other reason. It also reveals that service quality is

the most powerful factor, more influential than price in choosing providers or to do

business with them.

Customer satisfaction ratings can have powerful effects. They focus employees

on the importance of fulfilling customers’ expectations. Furthermore, when these

ratings dip, they warn of problems that can affect sales and profitability. These metrics

quantify an important dynamic. When a brand has loyal customers, it gains positive

word-of-mouth marketing, which is both free and highly effective. Therefore, it is

essential for businesses to effectively manage customer satisfaction. To be able do this,

firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product

or service has met or exceeded expectations. Thus, expectations are a key factor behind

satisfaction. When customers have high expectations and the reality falls short, they

will be disappointed and will likely rate their experience as less than satisfying. For this

reason, a luxury resort, for example, might receive a lower satisfaction rating than a

budget motel—even though its facilities and service would be deemed superior in

'absolute' terms.

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 Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most frequently

collected indicators of market perceptions. Their principal use is twofold.

Within organizations, the collection, analysis and dissemination of these data

send a message about the importance of tending to customers and ensuring that they

have a positive experience with the company’s goods and services.

Although sales or market share can indicate how well a firm is performing

currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s

customers will make further purchases in the future. Much research has focused on the

relationship between customer satisfaction and retention. Studies indicate that the

ramifications of satisfaction are most strongly realized at the extremes." On a five-point

scale, "individuals who rate their satisfaction level as '5' are likely to become return

customers and might even evangelize for the firm. (A second important metric related

to satisfaction is willingness to recommend. This metric is defined as "The percentage

of surveyed customers who indicate that they would recommend a brand to friends."

When a customer is satisfied with a product, he or she might recommend it to friends,

relatives and colleagues. This can be a powerful marketing advantage.) "Individuals

who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they

can hurt the firm by making negative comments about it to prospective customers.

Willingness to recommend is a key metric relating to customer satisfaction.

The BSNL, which is the Government origination, is successful because of mass

survey conducted through the sales force. By following different effective strategies

and planning procedures it is running its business successfully. So it is enjoying high

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customer loyalty as there is high customer satisfaction. Hence customer satisfaction is

one of the key elements for achieving good results.

After the introduction the “Need for the Study (1.2)” has been explained briefly.

In this, why the investigator has chosen that the topic and what can she gets from that

study and how it is useful to him is explained briefly. Because without any need the

study will not be conducted. In the modern era building customer satisfaction and

loyalty is a key we say to profitable business. The current trend for businesses is to

become 'customer-centric', that is, to put the customer at the center of our business in

terms of our strategies, actions and processes. Many organizations now approach the

'lifetime value' of customers and seek to increase it.

The importance of customer satisfaction was a hot business topic in the 1980s,

as customer satisfaction was considered the best window into loyalty. It seems self-

evident that companies should try to satisfy their customers. Satisfied customers

usually return and buy more, they tell other people about their experiences.

A market trader has a continuous finger on the pulse of customer satisfaction.

Direct contact with customers indicates what he is doing right or where he is going

wrong. Such informal feedback is valuable in any company but hard to formalize and

control in anything much larger than a corner shop. For this reason surveys are

necessary to measure and track customer satisfaction.

In customer satisfaction research we seek the views of respondents on a variety

of issues that will show how the company is performing and how it can improve. It is

wise to cross check the internal views with a small number of depth interviews with

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customers. In any customer satisfaction survey there will be quick fixes – actions that

can be taken today or tomorrow that will have immediate effect.

The purpose of customer satisfaction research is to improve customer

satisfaction and yet so often surveys sit collecting dust. Worse than that, customers

have generously given their time to assist in the survey believing that some positive

action will take place. Their expectations will have been raised. The process of

collecting the data seems easier than taking action to improve satisfaction levels.

The key to customer retention is customer delightment. A highly satisfied

customer stays loyal longer, talks favorably about the organization and its products;

offers product or service ideas to the organization and costs less to serve the new

customers. Today more organizations are recognizing the importance of satisfying and

retaining current customers.

It is not enough to be skillful in attracting new customers, the organization must

keep them. Today’s organization must pay closer attention to the customer defection

rate (the rate at which they lose customer).

Here in case of BSNL thus the need for study on customer satisfaction is

important since it is highly depending on the customer opinions and expectations there

by using that information to change its strategies.

After explaining the need of the study the ‘Objectives of the Study (1.3)’ was

given. In this part, what information the investigator wanted collect and why she

wanted to the project in that particular company and what goal she wanted to reach

though this project has been clearly explained.

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 To study the overview of B.S.N.L

 To determine customer preferences of landline and mobile services.

 To evaluate the customer satisfaction level for mobile services as well as landline

services.

 To analyze the customer opinion and satisfaction with specific reference to BSNL.

 To suggest some guidelines for BSNL in order to provide better . Focused

services.

After explaining the objectives of the study ‘methodology’ was given in1.4. How

the total information was collected from the customers was explained in this chapter.

How the primary data and the secondary data were collected and what are the sources

are like what are the books referred and what are the websites browsed were explained

in this chapter. The information about questionnaire, how many customers were taken

as sample size, what type of sample techniques and what are techniques used for

analysis of the data also explained in this chapter.This clearly explains the data that we

are considering. Finally the ‘Limitations of the Study (1.5)’ were given in the next part.

Forever study there will be some limitation and we may call those as hurdles for the

study. The limitations may call those as hurdles for the study. The limitations may be

the time limits, financial limits or troubles from the environment. In this study

environment means the markets and the lack of awareness in the retailer.

Second Chapter includes history of telecom industry in india, genesis and growth of

the company, organization structure of the company, all the functional areas like

marketing, HR, finance and production, finally the future trends of the company.

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 All these functions are explained. In ‘History of telecom industry in India (2.1)

The second chapter deals with introduction of the industry. Indian telecom sector is

more than 165 years old. Telecommunications was first introduced in India in 1851

when the first operational land lines were laid by the government near Kolkata (then

Calcutta), although telephone services were formally introduced in India much later in

1881. Further, in 1883, telephone services were merged with the postal system. In

1947, after India attained independence, all foreign telecommunication companies were

nationalised to form the Posts, Telephone and Telegraph (PTT), a body that was

governed by the Ministry of Communication. The Indian telecom sector was entirely

under government ownership until 1984, when the private sector was allowed in

telecommunication equipment manufacturing only. The government concretised its

earlier efforts towards developing R&D in the sector by setting up an autonomous body

– Centre for Development of Telematics (C-DOT) in 1984 to develop state-of-the-art

telecommunication technology to meet the growing needs of the Indian

telecommunication network. The actual evolution of the industry started after the

Government separated the Department of Post and Telegraph in 1985 by setting up the

Department of Posts and the Department of Telecommunications (DoT).

The Second Chapter includes genesis and growth of the company, organization

structure of the company, all the functional areas like marketing, finance, HR and

finally the future trends of the company.

All these functions are explained. In ‘Genesis and Growth of the Company, the

origin of the telecom industry and BSNL and its gradually growth of the company has

been explained. The growth of the company has shown year by year. After the

explanation genesis and growth of the company the Organization Structure of the

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company and its importance and the use has been explained with the organization chart

of the company. By using the organization chart we can understand the position of the

management. In that company and the relation between the superiors and subordinates

in the company. The organization structure can decided the future of the company

whether it is going to be successful or a failure one. After this ‘The Marketing Function

of the company has been explained in a very detailed manner. In the marketing

strategies of the company and the technique of the company has been explained. After

the marketing function the ‘Finance Functions of the company has been explained in a

very detailed manner. In the Financial Functions of the company and the Financial

technique of the company has been explained. After the Finance function the HR

Functions of BSNL Services has been explained. BSNL was providing health and

welfare activities. After the HR Functions the future plans of the company was

explained very clearly point by point.

 BSNL should change its very strategy of acting as follower to that of

leader.

 Instead of reacting to other operators move it should start acting

proactively

 The overall strategy of BSNL can be of concentrating on the mobile and

broadband business in near future and to immediately phase out loss

making businesses like telegraph.

 BSNL can leverage on its pan India reach and economies of scale to

achieve overall cost leadership.

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  At the same time capital investments can be made in next generation

networks where stress should be on Wi-Max, content based data service

and VOIP

 Emphasis on organizational restructuring coupled with customer

 Orientation and operational efficiency can help BSNL find place in

Asian Telecom market.

BSNL provides a wide range of services including landline, cellular (GSM and

CDMA), Managed Services Network, MPLS VPN, VSAT, VoIP, VAS, audio, video

and web conferencing, internet and broadband services among others. The company

provides Internet services, under the brand name Sancharnet, through various modes

that include Wi-Fi, Broadband, Direct Internet Access (DIAS), ISDN and PSTN dial-

up services. The company also carries on activities of planning, installing, network

integration and maintenance of switching and transmission networks.

In ‘Genesis and Growth of the Company (2.2)’, the origin of the BSNL and its

gradually growth of the company has been explained. The growth of the company has

shown year by year. After the explanation genesis and growth of the company the

‘Organization Structure (2.3)’ of the company and its importance and the use has been

explained with the organization chart of the company. By using the organization chart

we can understand the position of the management. In that company and the relation

between the superiors and subordinates in the company. The organization structure can

decided the future of the company whether it is going to be successful or a failure one.

Third chapter includes the theoretical framework. In this chapter, detail information of

the customer satisfaction. In this chapter, it clearly shows that what is satisfaction, need

of internal customer satisfaction, benefits of internal customer satisfaction, external

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customer-supplier relationship, satisfactions, customer value, delivering customer value

and satisfaction, internal record system, the marketing intelligence system

(MIS),customer experience, customers analysis, customer perceived value, Measuring

customer satisfaction, Seven Steps Of Customer Satisfaction, Encourage Face-to-Face

Dealings, Respond to Messages Promptly & Keep Your Clients Informed, Be Friendly

and Approachable, Have a Clearly-Defined Customer Service Policy, Attention to

Detail also known as ‘The Little Niceties, Anticipate Client’s Needs & Go Out Of Your

Way to Help Them Out, Honor Your Promises, Role of Customer satisfaction in

Marketing, it creates better teamwork and an improved work process. The benefits of

internal customer satisfaction are as follows:

o It leads to higher output and superior quality product.

o It decreases the turnover.

o Reduced overheads, and increase customer satisfaction level’s inter

departmental.

o It enhances communication and hence helped in team building, hence there is

less wasted effort caused by lack of common purpose and poor communication.

o A good employee feedback survey improves employee attitude and boosts

morals

With the above development marketing has taken major shifts in the past tow decades

from the traditional production concept to product concept. TO selling concept because

of the liberalization policies adopted by many nations the markets or developing

countries are flooded buy the wide variety of products giving both to a new concept

that is selling concept. This concept holds that “Consumers and business, if -left above,

110
will ordinarily not bay enough of the organizations products the organizations must

therefore, undertake an aggressive selling and promotion effort.

According to this concept the consumers must be induced to bay products more and

more with the help of effective selling and promotional tools. This philosophy worked

for the companies seeking short run results, but not for the long run. Because if gives

more emphasis to pushing the products into the markets whether they may or may not

have the potential. In recent years with the growing number of MNC’s and domestic

companies a wide assertion of products, and service were available to the consumers.

This shift in market place gave birth to a new concept what is called marketing concept.

According to this concept, the key to achieving its organizational, goals consists of the

company being more effective than competitors in creating, delivering and

communicating consumer value to its chosen target markets.

Fourth chapter includes the Analysis and Interpretation of the Study. It contains lot of

valuable information regarding the company and also the customer has been collected

from the survey, which helped me to clearly understand the customer satisfaction on

B.S.N.L.

Fifth chapter includes the summary, findings of the study, suggestions and conclusion

which were given to the company. Summary is a tool to understand the total study of

the investigator at a glance very briefly. In this summary the details of each and every

chapter were kept to make the observer understood the total project clearly. After the

summary part the findings from the study were given. All the findings are picked out

from the interpretations of the collected data. After the findings of the study part, the

suggestions were given to observations that we have observed through the whole

project. These suggestions may be useful to rectify to the faults of the company. Finally

111
the conclusion that we have established through project. Finally appendix of the

analysis and data interpretation and the bibliography were attached to the project work,

which were used to complete the project successfully.

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 5.2 FINDINGS

1. A good majority of respondents (55.0%) were using B.S.N.L for personal

purpose while (45.0%) while using B.S.N.L for business purpose.

2. A good majority of respondents (30.5.0%) where “Satisfied” with the value

added services of B.S.N.L, while the least (5.0%) where “Neutral” with the

value added services of B.S.N.L.

3. A good majority of respondents (45.0%) where “Highly Satisfied” with the

Connectivity of B.S.N.L, while the least (5.0%) where “Dissatisfied” with the

connectivity of B.S.N.L.

4. A good majority of respondents (55.0%) where “Highly Satisfied” with the

billing of B.S.N.L, while the least (2.5%) where “Dissatisfied” and “Highly

Dissatisfied” with the billing of B.S.N.L.

5. A good majority of respondents (60.0%) where “Highly Satisfied” with the

handset of B.S.N.L, while the least (2.0%) where “Highly Dissatisfied” with the

handset of B.S.N.L.

6. A good majority of respondents (35.0%) where “Highly Satisfied” with the

quality of service of B.S.N.L, while the least (5.0%) where “Neutral” with the c

quality of service of B.S.N.L.

7. A good majority of respondents (60.0%) where “Highly Satisfied” with the

internet of B.S.N.L, while the least (2.5%) where “Dissatisfied” and ‘Highly

Dissatisfied’ with the internet of B.S.N.L.

8. A good majority of respondents (30.0%) where “Neutral” with the call charges

of B.S.N.L, while the least (12.0%) where “Highly Dissatisfied” with the call

charges of B.S.N.L.

113
9. A good majority of respondents (30.5.0%) where “Satisfied” with the value

added services of B.S.N.L, while the least (5.0%) where “Neutral” with the

value added services of B.S.N.L.

10. A good majority of respondents (32.5.0%) where “Satisfied” with the overall of

B.S.N.L, while the least (15.0%) where “Neutral” with the overall of B.S.N.L.

11. It can be observed that majority of respondents says B.S.N.L doesn’t specify all

the details about the usage of the B.S.N.L.

12. A good majority of respondents (65.5.0%) where “Regular” with the receive the

bill on time, while the least (2.0%) where “Irregular” to receiving the bills on

time.

13. It can be observed mostly respondents should pay the bill through collection

centers some respondents only pay the bills through nearest banks, pickup boys,

drop boxes.

14. All are respondents aware of the internet facility available in the B.S.N.L.

15. In internet connections most of the people using broadband connections some

people only using dial-up (sanchar net) and dial-up (net one).

16. Majority of people bandwidth provide for the internet is enough for usage

17. It can be observed that very high of internet charges in B.S.N.L compared to

other internet service providers.

18. A good majority of respondents satisfied with the customer care in B.S.N.L.

19. Compared with other networks call charges of B.S.N.L medium.

20. It can be observed that 38.5% opinioned, the frequently encounter problem is

connectivity, while the next 34.0% opinioned, the problem is in service quality.

114
115
 5.3 SUGGESTIONS

1. 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.

2. BSNL may also introduce some sales promotion such as cash discounts; quality

offers hence the promotional activities would further strengthen the market

share of the Company.

3. BSNL may reduce the monthly rentals and also the service tax.

4. Caller Id’s should be provided immediately after the customer’s requisition.

5. Customer care of BSNL needs improvement with respect to the call handling

management.

6. BSNL may reduce the internet charges.

116
117
 5.4 CONCLUSION

BSNL being a public sector, in order to thrive and excel, I had understood about the

customer’s expectations. I also understood about their competitors and their nuances in

understanding their customers. Since communication industry is very competitive one it

is high time for BSNL to understand about their customers in landline as well as

Mobile services.

118
 APPENDIX

Respected Sir/madam,

I am TADI DILEEP studying M.B.A, 3rd semester with HR

specialization in AITAM SCHOOL OF COMPUTER SCIENCES AND

MANAGEMENT (ASCAM), Tekkali. I will sure that the information provided by

you can be kept as confidentially and it is only for my academic purpose. So please

cooperate with me.

A. BASIC INFORMATION

1. Name of the Respondent:

2. Sex:

3. Age:

4. Occupation:

5. What is your average monthly income?

B. SPECIFIC INFORMATION

6. For which purpose you mostly use BSNL services?

Personal Business
119
7. What is your monthly average bill?

Below Rs.500 Rs. 500-1000 Rs. 1000-1500 Rs. 1500-2000 Above 2000

8. Rate the services offered by BSNL according to your satisfaction level

Services Highly Satisfie Neutr Dissatisfi Highly

Satisfied d al ed Dissatisfied

Coverage

Connectivity

Billing

Handset

Quality of

Service

Internet

Call charges

Value added

service

Overall

9. Does the bill specify all the details about the usage of the BSNL?

Yes No

10. Do you receive your bill on time?

Regular Mostly Neutral Rarely Irregular

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11. Please rank your preference to pay your BSNL bill?

Nearest Bank Pickup boy Collection Center Drop Boxes Others

12. Are you aware of the internet facility available in the BSNL?

Yes No

13. If yes, which internet connection of BSNL do you prefer most?

Dial-Up (Sanchar Net) Dial-Up (Net One) Broadband Others

14. Does the bandwidth provided for the internet is enough for your usage?

Yes No

15. How would you rate the internet charges in BSNL when compared to other internet

service providers?

Very High High Medium Low Very Low

16. How do you feel about the customer care in BSNL?

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

121
17. How do you feel about the call charges of BSNL when compared to other service

providers?

Very High High Medium Low Very Low

18. In which are of BSNL do you frequently encounter problems?

Billing Connectivity Customer Care Service quality

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 BIBLIOGRAPHY

Books:

 Kotler, P (2002),”Marketing Management”, Millennium Edition, Tenth Edition,

Prentice Hall, Inc, A Pearson Education Company, Upper Saddle River, New

Jersey ,pp.

 Biplab S.Bose(2007),” Marketing Management”, First Addition, Himalaya

Publishing House.

 Dr.S.L.Guptha “Brand management” (An Indian Perspective),Himalaya

publishing house

Journals:

 Indian Journal of Marketing, Vol. XXXVIII. May 2008

 The ICFAI Journal of Marketing Vol. I. February 2007

Reports:

 Annual records and reports of the BSNL Company.

 Previous project records at the company.

Websites:

 www.bsnlindia.com

 www.bsnl.in

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