PROJECT REPORT

ON
A Study On Factor Influencing The Disconnection Of
Landline Of BSNL
Submitted in Partial Fulfilment for the award
Of
BACHELORE OF BUSINESS ADMINISTRATION
( 2021-2022)

Submitted To: Submitted By:

Dr Ashu saini Nazaf Quraishi
Assistant Professor, Roll number-1977001084
(Management Department)

IIMT UNIVERSITY, GANGA NAGAR MEERUT

1
 DECLARATION

I Nazaf Quraishi here by declare that I have done the project report on the topic A Study On Factor

Influencing The Disconnection Of Landline Of BSNL Which is submitted as partial

fulfillment of the prerequisite of the degree of BBA. The data given in the project are pure. It is

further adjudged that it possesses an original art object of work and it is worthy of

the thoughtfulness of the degree of BBA

Date.................... …........................

Place...................... Nazaf Quaraishi

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 ACKNOWLEDGEMENT

I express my thanks to Dr. Ashu Saini under whose able guidance and direction, I was able to

give shape to my training. Their constant review and excellent suggestions throughout the

project are highly commendable.

My heartfelt thanks go to all the executives who helped me gain knowledge about the actual

working and the processes involved in various departments.

Nazaf Quaraishi

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 CONTENTS

Declaration

Executive summery

Acknowledgement

Chapter 1: Introduction

Chapter 2:Company Profile

Chapter 3 :Objectives

Research Methodology

Data Analysis

Findings

Conclusion

Bibliography

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 CHAPTER -1

CUSTOMER SATISFACTION

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

products and services supplied by a company meet or surpass customer expectation. Customer

satisfaction is defined as "the number of customers, or percentage of total customers, whose

reported experience with a firm, its products, or its services (ratings) exceeds specified

satisfaction goals."

It is seen as a key performance indicator within business and is often part of a balanced

scorecard. 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.

Within organizations, 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

5
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.

The importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,

participate in an industry that is an oligopoly, where only a few suppliers of a certain product or

service exist.

As such, many cell phone plan contracts have a lot of fine print with provisions that

they would never get away if there were, say, a hundred cell phone plan providers, because

customer satisfaction would be way too low, and customers would easily have the option of

leaving for a better contract offer.

Customer satisfaction:

Customer satisfaction is defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings) exceeds

specified satisfaction goals."

Consumer satisfaction:

Satisfaction of a consumer want is an essential part of the marketing operation.

Fundamentally, a person buys (acquires) a product for the satisfaction it will provide.

Purpose:

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 A business ideally is continually
seeking feedback to improve customer

satisfaction.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 an 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. Willingness to recommend is a

key metric relating to customer satisfaction.

Measuring customer satisfaction:

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 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 measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various dimensions. As

research on consumption experiences grows, evidence suggests that consumers purchase goods

and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic

benefits are associated with the sensory and experiential attributes of the product. Utilitarian

benefits of a product are associated with the more instrumental and functional attributes of the

product.

Customer satisfaction is an ambiguous and 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. The

level of satisfaction can also vary depending on other options the customer may have and other

products against which the customer can compare the organization's products.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Likert Technique or scale. The customer is asked to evaluate each statement and in

term of their perception and expectation of performance of the organization being measured.

Their satisfaction is generally measured on a five-point scale.

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 Regardless of the scale used, the objective is to measure customers’ perceived

satisfaction with their experience of a firm’s offerings. It is essential for firms to effectively

manage customer satisfaction. To be able do this, we need accurate measurement of

satisfaction.

Good quality measures need to have high satisfaction loadings, good reliability, and low

error variances. In an empirical study comparing commonly used satisfaction measures it was

found that two multi-item semantic differential scales performed best across both hedonic and

utilitarian service consumption contexts.

It seems that dependent on a trade-off between length of the questionnaire and quality

of satisfaction measure, these scales seem to be good options for measuring customer

satisfaction in academic and applied studies research alike. All other measures tested

consistently performed worse than the top three measures, and/or their performance varied

significantly across the two service contexts in their study. These results suggest that more

careful pretesting would be prudent should these measures be used.

Finally, all measures captured both affective and cognitive aspects of satisfaction,

independent of their scale anchors.Affective measures capture a consumer’s attitude towards a

product, which can result from any product information or experience. On the other hand,

cognitive element is defined as an appraisal or conclusion on how the product’s performance

9
compared against expectations, was useful, fit the situation, and exceeded the requirements of

the situation.

Tools For Tracking And Measuring Customer Satisfaction:

There are various ways of measuring customer satisfaction. Each has its own

importance; one cannot just stick to a particular concept and say this is the accurate way of

measuring customer satisfaction.

Complaint and suggestion system:

A customer concerned organization makes it easy to the customers to register

suggestions and complaints. Some customer-centered companies, which are in FMCG line like-

P&G, whirlpool, establish hot lines with toll free members. Certain companies are using

websites and emails for quick, prompt response from the consumer and in return there is a two

way communication.

Customer satisfaction surveys:

Studies show that although customers are dissatisfied with one out of every purchase,

less than 5% will complain. Most customers will buy less or switch suppliers. Responsive

companies measure customer satisfaction directly by conducting periodic surveys, While

collecting data, it is also useful to ask additional questions the likelihood or willingness to

recommend the product or service to others.

Ghost shopping:

Companies can hire people to pose as potential buyers to report the strong and weak
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points experienced in buying the company’s and competitor’s products. The mystery shoppers

can even test how the company’s sales personnel handle various situations and complaints to

see how the calls are handled.

Delivering Customer Value And Satisfaction:

In a hyper competitive economy, with increasingly rational buyers, a company can win by

creating & delivering superiors value.

This involves the following five capabilities.

 Understanding customer value

 Creating customer value

 Delivering customer value

 Capturing customer value

 Sustaining customer value

Companies succeed in attaining these value chain and value delivery network.

Value Chain:

Michael porter of Harvard proposed the value chain is a tool for identifying ways to

create more customer value. Every firm is a synthesis of activities that are performed to design,

produce and market, deliver and support its product. The value chain identifies 9 strategically

relevant activities that create value and cost in a specific business. These 9 values creating

activities consists of 5 primary activities and 4 support activities. The primary activities

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represent the sequence of bringing materials into the business, converting them into final

products, shipping out final products, marketing them and serving them.

The support activities are the procurement, technology, development, human resource

management and firm’s infrastructure. These are handled by certain specialized departments.

The firm’s infrastructure covers the costs of general management, planning, finance,

accounting, legal and government affairs that are borne by all the primary and support

activities.

The firm’s task is to examine its costs and performance in each value. Creating activity

and to look for ways to improve it. The firm should estimate its competition costs and

performance as bench marks against which to compare its own costs and performance. It

should go further and study the best of class practices of the world’s best companies.

The firm’s success depends not only on how well each department performs its work,

but also on how well the various departmental activities are coordinated. Too often company

departments act to maximize their interests. A credit department may take a long time to check

prospective customer’s credit worthiness so as not to incur bad debts. Meanwhile, the customer

waits and the sales person is frustrated. A traffic department chooses to ship the goods by the

rail to save money and again the customer waits. Each department has created walls that slow

down the delivery of quality customer service. The solution to these problems is to place more

emphasis on the smooth management of core business process.

The core business process includes the following concepts:

The marketing sensing process:

All the activities involved in gathering market intelligence disseminating it with the
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organization and acting of information.

The new offering Realization process:

All the activities in research, developing and launching new high quality offerings

quickly and within the budget.

The customer relationship management:

All the activities involved in building deeper understanding relationships and offerings

to individual customers.

The fulfillment management process:

All activities involved in receiving and approving orders, shipping the goods on time and

collecting payment.

The value delivery network:

To be successful a firm or an organization also needs to look for competitive advantage

beyond its own operations into the value chains of its supplier distributing and customers.

Many companies today partnered with specific suppliers and distribution to create a superior

value delivery network.

Customer Relationship Management:

The aim for customer relationship management is to produce high customer equity.

Customer equity is the total of the discounted lifetime values of all firm’s customer’s. Clearly,

the more loyal the customer’s the higher the customer equity, value equity, brand equity and

relationship equity.

Value Equity:

Value equity is the customer’s objective assessment of the utility of an offering based

on perception of its benefits relative to its costs the sub drivers of the value equity and quality,
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price and convenience. Each industry has to define the specific factors underlying each sub

driver in order to find programs to improve value equity. An air line passenger might define

equity as seat width; a hotel guest might define equity as room size. Value equity makes the

biggest contribution to consumer equity. When products are differentiated and when they are

more complex and need to be evaluated. Value equity especially drives customer equity in

business market.

Brand Equity:

Brand equity is the customer’s subjective and intangible assessment of the brand above

and beyond its objectivity perceived value. The sub drivers of brand equity and customer brand

awareness, customer attitude towards the brand and customer perception of brand ethics.

Companies use advertising, public relations and other communication tools to affect these sub

drivers. Brand equity is more important than the other drivers of customer equity where

products are less differentiated and have more emotional impact.

Relationship Equity:

Relationship equity is the customer’s tendency to stick with brand above and beyond

objective and subjective assessment of its worth. Sub drivers of relationship equity include

loyalty programs, special recognition and treatment program, community building programs.

Relationship equity is especially important where personal relationship count for a lot and

where customers tend to continue with supplier out of habit.

Some customers inevitably become inactive or dropout. The challenge is to reactive

dissatisfied customers through win-back strategies. It is often easy to attract ex-customers than

to find new ones. The key is to analyze the causes of customer detection through exit

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interviews and lost customer surveys. The aim is to win back only those customers who have

strong profit potential.

Forming Strong Customer Brands:

The basic companies that want to form strong relationship need to attend the following

basics:-

 Get cross departmental participation in planning and managing customer satisfaction

and retention process.

 Integrate the voice of the customer in all business decisions.

 Create superior product, services and experience for the target market.

 Organize and make accessible a database of information on individual customer needs

preferences, contacts, purchase frequency and satisfaction.

 Make it easy for customers to reach appropriate company personnel and express their

needs, perception and complaints.

 Run award programs recognizing outstanding employers.

There are 3 relation building approaches. They are as follows:

 Adding Financial Benefits

 Adding Social Benefits

 Adding Structural Benefits

Adding Financial Benefits:

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 The two financial benefits that companies can offer are frequency programs and club

marketing programs. Frequency programs are designed to provide rewards to customer who

buy frequently and in substantial amounts. Frequency is an acknowledgment of the fact that

20% of a customer’s customer might account for 80% of the business.

Adding Social Benefits:

Company personnel work on increasingly social bonds with customers by individually

and personalizing customer relationships. Customers may be nameless to the institution, but

eliminated cannot be nameless. Customers are served as a part of larger segments. Clients are

served by individual basis. Customers are served by anyone who happen to be available, who

know to explain the details of the product or service.

Adding Structural Benefits:

Company can supply customers with special equipments or computer linkages that help

customer manage orders, payroll and inventory.

People can be loyal to their country, family and beliefs bur less to their toothpaste, soap

or even better. The marketer should aim at increasing the consumer’s productivity to

repurchase the company’s brands.

Rationale Of The Study:

Customer satisfaction is one of the most important functions of marketing. In the

present globalization era, it is very important for any organization. So, effective maintenance of

customer satisfaction is needed for every organization. Thus SafexIndia Pvt. Ltd.., should

follow the best methods of customer satisfaction to increase their sales as well as brand image

in the market.

For every organization maintaining best customer satisfaction is the first step. If this

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foundation is strong then there is a lot of chance for the organization to increase

theireffectiveness at key points. So, finally customer satisfaction becomes heart of particular

organization.

So, studying is made to understand the customer satisfaction activities in the

organization and to know what extent their activities have been successful in organization

development.

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 INDUSTRY PROFILE

Evolution of the industry-Important Milestones

History of Indian Telecommunications

Year

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)

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.

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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, Spice Communications)

BSNL

On October 1, 2000 the Department of Telecom Operations, Government • of

India became a corporation and was renamed Bharat Sanchar Nigam Limited

(BSNL). BSNL is now India's leading telecommunications company and the

largest public sector undertaking. It has a network of over 45 million lines

covering 5000 towns with over 35 million telephone connections.

The state-controlled BSNL operates basic, cellular (GSM and CDMA)

mobile, Internet and long distance services throughout India (except Delhi and

Mumbai). BSNL will be expanding the network in line with the Tenth Five-

Year Plan (1992-97). The aim is to provide a telephone density of 9.9 per

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hundred by March 2007. BSNL, which became the third operator of GSM

mobile services in most circles, is now planning to overtake Bharti to become

the largest GSM operator in the country. BSNL is also the largest operator in

the Internet market, with a share of 21 per cent of the entire subscriber base.

BHARATI:

Established in 1985, Bharti has been a pioneering force in the telecom sector with

many firsts and innovations to its credit, ranging from being the first mobile

service in Delhi, first private basic telephone service provider in the country, first

Indian company to provide comprehensive telecom services outside India in

Seychelles and first private sector service provider to launch National Long

Distance Services in India. Bharti Tele-Ventures Limited was incorporated on

July 7, 1995 for promoting investments in telecommunications services. The

group has a total customer base of 6.45 million, of which 5.86 million are mobile

and 588,000 fixed line customers, as of January 31, 2004. In mobile, Bharti's

footprint extends across 15 circles.

MTNL:

MTNL was set up on 1st April 1986 by the Government of India to upgrade the

20
quality of telecom services, expand the telecom network, introduce new services

and to raise revenue for telecom development needs of India's key metros -

Delhi, the political capital, and Mumbai, the business capital. In the past 17

years, the company has taken rapid strides to emerge as India's leading and one

of Asia's largest telecom operating companies. The Govt, of India currently holds

56.25% stake in the company.

MTNL has over 5 million subscribers and 329,374 mobile subscribers.

While the market for fixed wire line phones is stagnating, MTNL faces intense

competition from the private players—Bharti, Hutchison and Idea Cellular,

Reliance Infocomm—in mobile services. MTNL recorded sales of Rs. 60.2

billion ($1.38 billion) in the year 2002-03, a decline of 5.8 per cent over the

previous year's annual turnover of Rs.63.92 Billion.

RELIANCE INFOCOMM:

Reliance is a $16 billion integrated oil exploration to refiner}' to power and

textiles conglomerate. It is also an integrated telecom service provider with

licenses for mobile, fixed, domestic long distance and international services.

Reliance Infocomm offers a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long

distance services, data services and a wide range of value added services and
2
applications. Reliance India Mobile, the first of Infocomm's initiatives was

launched on December 28, 2002. This marked the beginning of Reliance's vision

of ushering in a digital revolution in India by becoming a major catalyst in

improving quality of life and changing the face of India.lt has rolled out its

CDMA mobile network and enrolled more than 6 million subscribers in one year

to become the country's largest mobile operator. It now wants to increase its

market share and has recently launched pre-paid services. Having captured the

voice market, it intends to attack the broadband market.

TATA TELESERVICES:

Tata Teleservices is a part of the $12 billion Tata Group, which has 93

companies, over 200,000 employees and more than 2.3 million shareholders. Tata

Teleservices provides basic (fixed line services), using CDMA technology in six

circles: Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil

Nadu, Gujarat, and Karnataka. It has over 800,000 subscribers. It has now

migrated to unified access licenses, by paying a Rs. 5.45 billion ($120 million)

fee, which enables it to provide fully mobile services as well.

The company is also expanding its footprint, and has paid Rs. 4.17 billion

($90million) to DoT for 11 new licenses under the IUC (interconnect usage

charges) regime. The new licenses, coupled with the six circles in which it
2
already operates, virtually gives the CDMA mobile operator a national footprint

that is almost on par with BSNL and Reliance Infocomm. The company hopes to

start off services in these 11 new circles by August 2004. These circles include

Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa, Punjab, Rajasthan,

Uttar Pradesh (East) & West and West Bengal.

VSNL:

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly

Government owned corporation - was born as successor to OCS. The company

operates a network of earth stations, switches, submarine cable systems, and

value added service nodes to provide a range of basic and value added services

and has a dedicated work force of about 2000

employees. VSNL's main gateway centers are located at Mumbai, New Delhi,

Kolkata and Chennai. The international telecommunication circuits are derived

via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g.

FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.

VODAFONE:

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Mumbai, Septemberl9,2007:Vodafone, the world's leading international mobile

communications company, has fully arrived in India. Vodafone Essar announced

today that the Vodafone brand will be launched in India from 21st September

onwards. The popular and endearing brand, Hutch, will be transitioned to

Vodafone across India. This marks a significant chapter in the evolution of

Vodafone as a dynamic and ever-growing brand. The brand change over the next

few weeks will be unveiled nationally through a high profile campaign covering

all important media.

Vodafone Essar is the Indian subsidiary of Vodafone Group and

commenced operations in 1994 when its predecessor Hutchison Telecom

acquired the cellular license for Mumbai. The company now has operations

across the country with over 71.54 million customers. IDEA:

Indian regional operator IDEA Cellular Ltd. has a new ownership structure and

grand designs to become a national player, but in doing so is likely lo become a

thorn in the side of Reliance Communications Ltd. IDEA operates in eight

telecom "circles," or regions, in Western India, and has received additional GSM

licenses to expand its network into three circles in Eastern India — the first

phase of a major expansion plan that it intends to fund through an IPO, according

to parent company Aditya Birla group.

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Latest Customers + Revenue Market Share of Top5 Telecom Cos in

India

Results of all the Telecom Companies for the quarter ending June-2009:

 BhartiAirtel has 24.3% customer market share and 33.8% revenue

market share.

 Vodafone India has 18.8% customer market share and 20.7% revenue

market share.

 Idea Cellular has 11.2% subscribers market share and 12.1% revenue

market share

 BSNL has subscriber share of 12.7% and mere 10.2% of revenue

share

 Reliance Communications is with 18.9% customer market share and

pathetic 11.5% revenue market share.

2
40

35

30

25 consumar share market

revenue share market Series3
20

15
10

0
airtelvodafoneidea bsnlreliance

2
 COMPANY PROFILE

Type State-owned
Founded 19th century, incorporated 2000
Headquarters Bharat Sanchar Bhavan,
HarishChandra
Mathur Lane,Janapth,New Delhi
Key people Kuldeep Goyal(Chairman) & (MD)
Industry Telecommunications
Products wire!ess,telephone internet
television
Revenue USS 7.03 billion (2009)
Owners(s) The Government of India
Employees 357,000-march 31,2009

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Web site www.bsnl.co.in

BHARAT SANCHAR NIGAM LIMITED (BSNL) was incorporated on 15th

september 2000 . It took over the business of providing of telecom services and

network management from the erstwhile Central Government Departments of

Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1st

October' 2000 on going concern basis. The company provides telecom services

throughout the country excluding Delhi & Mumbai. BSNL is a 100% Govt. of

India owned Public Sector Undertaking with an authorized share capital of Rs.

40,000 crore and paid up capital of Rs. 12,500 crores comprising of Rs. 5,000

crores of Equity and Rs. 7,500 crores of Preference shares capital. Its total

income during FY 2020-21 was Rs.18, 595 crores.

BSNL is a technology-oriented integrated telecom service providing company

which provides complete bouquet of telecom services:

Wire line Services

GSM Mobile Services including 2G, 3G, 4G & Value added Services (VAS)

Internet and Broadband services including Fiber to the Home (FTTH)

Wi-Fi services

Data Center services

Enterprise Data services such as Leased circuits, MPLS VPN etc

2
National Long Distance services

International Long Distance Services

BSNL telecom network therefore, is a part of modern global network, providing

access to countries around the world for transporting information in the form of

voice, data and video.

The company has a vast experience in planning, installation, network integration

& maintenance of switches & transmission networks. BSNL has a world class

ISO 9000 certified Telecom Training Institute.

The details of Services provided by BSNL as on 30.11.2021 are as under:-

BSNL has modernized its network by incorporating state of the art technology

with 100% digital new technology switching network. BSNL has a customer base

of 1208.35 Lakh subscribers.

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Wire-line Services: The vast switching network for landlines comprises of 27,329

exchanges having a capacity of 228.62 Lakh lines serving 76.48 lakh customers.

Wireless Services: BSNL has covered almost all the cities, and substantial length

of National Highways, Rail Routes and State Highways. The Cellular services of

BSNL are also providing incidental coverage to the rural areas falling en-route to

National and important State Highways. 1131.86 Lakh mobile connections are

working against equipped capacity of 1142.50 lakhs. BSNL has 84,544 BTSs of

2G technology, 62,408 Node-Bs of 3G technology and 8,637 e- Node-Bs of 4G

technology. The 3G mobile facility has been rolled out in 6,272 cities / towns.

Broadband Services: BSNL had launched its Broadband services in January 2005

using ADSL2+ technology. As on 30.11.2021, 23.06 lakh connections are

working with the installed capacity of 100.18 lakhs broadband ports. BSNL has

covered 665 DHQ, 5,996 BHQ, 4,524 Cities and 1, 71,476 Villages with

broadband services.

BSNL is providing Wi-Fi broadband connections. As on 30.11.2021, BSNL has

3
6.09 lakh WiFi unique users.

In addition, BSNL is providing a host of Value Added Services (VAS) to its

landline and mobile customers. VAS is normally a third party service and is

provided on franchise model on revenue share basis.

BSNL VISION:

Be the leading telecom service provider in India.

Be a customer focused organization with excellence in customer care and

marketing.

Leverage technology to provide affordable and innovative telecom services /

products across customer segments.

MISSION:

Becoming the most trusted, preferred and admired telecom brand.

Providing reliable telecom services that are value for money.

Generating value for all stakeholders – employees, shareholders, vendors and

business associates.

Excellence in customer services- friendly, reliable, time bound, convenient and

3
courteous service.

Offering differentiated products / services tailored to different service segments.

Developing a marketing culture that is responsive to customer needs.

Maximizing return on existing assets with sustained focus on profitability.

OBJECTIVES:

Increase sales revenue with focus on subscriber retention & acquisition by way

of strengthening marketing, quality of service and customer delivery.

Accelerate the pace of expansion of mobile & data services with up-gradation of

technology.

Adopt policies and processes to enable transparent, quick and efficient decision

making.

Developing marketing team with attitude towards customer care.

Improve customer care by reducing fault rate, upgrading Customer service and

convergent billing.

Providing a conducive work environment with strong focus on performance to

enhance customer delight towards BSNL services.

Leverage data services to increase BSNL’s customer’s base & revenues by

providing higher bandwidths capabilities for wire line and wireless broadband

3
customers.

Strengthen company’s finances by gainful utilization of its assets through

sharing / monetization of existing infrastructure like land, building and sharing of

passive infrastructure like towers etc.

Creating Wi-Fi Hot Spots and replacing Legacy wire line exchanges by Next

3
Generation Network.

Expanding the reach of fiber network near to the customer premises particularly

in apartment complexes through FTTH in order to meet the bandwidth

requirement for both data & video applications.

leverage the existing infrastructure of BSNL thereby contributing towards nation

building by facilitating the execution of government programs and initiatives viz.

National Optical Fiber Network (NOFN), Network for Spectrum (NFS), and

Smart City concept.

Improve productivity by training and skill development and rationalization of

manpower.

Developing knowledge pool exposed to latest technological advancements.

To explore opportunities in international telecom in developing markets.

To become preferred service provider to the Government for reliable and secure

service Network and to serve National security interests.

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OBJECTIVES

• To be the Lead Telecom Services Provider.

• To provide quality and reliable fixed telecom service to our customer and

thereby increase customer's confidence.

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

GSM operator in its area of operation.

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

requirement promptly.

• To facilitate R&D activity in the country.

FINANCE:

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. 88,634 crores (US$ 17.40 billion),

authorized equity capital of Rs. 10,000 crores (US $ 1.96 billion), Paid up Equity

Share Capital of Rs. 5,000 crores (US $ 0.98 billion) and Revenues is Rs. 35,812

crores (US $ 7.03 billion) in 2008-09.

(Note: 1 US $ = 50.9500 INR as on 31-03-2009)

3
ASSETS:

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

54,321 Crores (US $ 10.67 billion), which are in the form of Land, Buildings

Cables, Apparatus & Plants etc. as on 31.03.2009.

REVENUE:

Revenue earned by BSNL during last five years

rupees in crores
41000

40000

39000

38000

37000 rupees in crores

36000

35000

34000

33000
2000‐20032004‐20082009‐20132014‐20162015‐2018

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. 8,613 crore ( US $ 1.69 billion) in Fixed Assets.
36
These investments have been financed by the internal accruals.

Financial year
12000
10000
8000
6000
4000
2000
0

2004‐052005‐062006‐072007‐082008‐09

Financial year

Cumulative Capital Outlay

BSNL has Gross Fixed Assets of over Rs. 132243 Crores (US $ 25.96 billion)

ason31.03.2009.

Financial year
140000
120000
100000
80000
60000
40000
20000 Financial year
0

2004‐05 2005‐06 2006‐07 2007‐08 2008‐09

3
GROWTH PLAN

BSNL's future plan include a fast expansion programme of increasing the present

34 million lines to twice that number by 2005 and some 120 million lines by

2010.

The shift in demand from voice to data domination, and from wire line to

wireless, has revolutionized the very nature of the network. BSNL has already

set in place several measures that should enable it to evolve into a fully

integrated multi-operator by 2005 and its incumbent status, size, infrastructure

and human resource should certainly, give it a distinct advantage.

Consolidation of the network and maintaining high quality of service

comparable to International standards is the key aim of the Growth Plan.

Objective of the plan are:

♦ The telephone connection shall be provided on demand and it shall be

sustained

♦ The Network shall be made fully digital. All the technologically obsolete

analog exchanges will be replaced with digital exchanges

♦ To provide digital transmission links up to all SDCAs.

3
 ♦ Digital connectivity shall be made available to all the exchanges by 2007.

♦ Extensive use of Optical fiber System in the local, Junction and long

distance network so as to make available sufficient bandwidth for the

spread of Internet and Information technology.

♦ ISDN services shall be extended to all the district headquarters,

subject to demand.

♦ To provide Intelligent Network Services, progressively all over the

country (major cities have already been covered).

♦ To set up Internet Nodes progressively up to District headquarters

level.

♦ Upgrading existing STD/ISD PCOs to full fledged Public Tele-Info

Centers (PTIC) for supporting Multimedia capability and Internet

Access.

♦ Replacement of life expired, analogue coaxial and radio systems.

♦ Introduction of Wireless technology (Supporting Internet Access) and

3
 optical fiber technology in subscriber loop.

♦ Introduction of latest telecom services like National directory

enquiry, computerization etc.

♦ Cellular Mobile Service 'Cell One' of BSNL was launched on 19th

October 2002 . The scheme will cover 4 million customers in two

phases. Phase-I will cover about 1.5 million customers covering about

1000 cities during 2002-03, which will be expanded to 4 million in

phase-II.

4
 PROJECTS RECENTLY IMPLEMENTED/UNDER

DEVELOPMENT

• National Internet Backbone of BSNL

• Voice over IP

• Broadband Services - ADSL & High Speed Internet

• Managed Leased Line Network (MLLN)

• Access Network - LMDS, DLCs, RLC etc.

• Internet Exchange Points - IXP & Internet Data Centers (IDC)

• E-Commerce.

National Internet Backbone OF BSNL

The National Internet Backbone of BSNL consists of 432 Point of

Presence( POP) that gives it the capability of transporting IP traffic from every

hook and corner of the country. This network provides internet services to more

than 1 million dial-up customers including about 3.5 lakh customers on CLI basis.

2nd in the line of IP network, BSNL commissioned a state-of-the-art Multi

Protocol Label Switching (MPLS) NETWORK TAKING India into the next

stage of the IP evolution. This network has 10 physical nodes with all district

4
headquarters designated as virtual nodes. This network has opened up a new

market segment of secure and reliable Virtual Private Networks (VPNs) for

corporate customers.

The latest endeavor of BSNL is a world-class multi-gigabit multiprotocol,

convergent IP infrastructure which will provide voice, data and video services

through the same backbone. In terms of infrastructure for broadband services, this

would put India at par with more advanced nations. Designated as NIB-II this

will be implemented in the form of four projects.

■ Project 1 involves building up of MPLS backbone

■ Project 2.1 is for narrow band access

■ Project 2.2 is for broadband access

■ Project 3 is to put systems and processes in place to integrate network

All the above projects in form of NIB-II are at different stages of implementation

and as per schedule .They will be operational in the third quarter of this year.

The services that will be available to customers when NIB-II is in place:

• Narrowband and broadband Internet access.

• Narrowband and broadband Internet access.

• Managed OPE

4
 • Value Added Services like encryption, firewall and NAT

• Messaging: Plain Vanilla and feature rich

• Data Center Services: web hosting and web-collocation.

• Content based Services: e.g. video multicast, video on demand,

interactive gaming.

SERVICES

When it comes to connecting the four comers of the nation, and much beyond,

one solitary name lies embedded at the pinnacle - BSNL. A company that has

gone past the number games and the quest to attain the position of a leader. It is

working round the clock to take India into the future by providing world class

telecom services for people of India. BSNL is India's no. 1 Telecom Service

provider and most trusted Telecom brand of the Nation.

Driven by the very best of telecom technology from chosen global leaders,

it connects each inch of the nation to the infinite corners of the globe, to enable

you to step into tomorrow.

Here is an overview of the World Class services offered by the BSNL:

4
Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic

exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host

of Phone Plus value additions.

BSNL launched DataOne broadband service in January 2005 which

shall be extended to 198 cities very shortly. The service is being provided on

existing copper infrastructure on ADSL2 technology. The minimum speed

offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently,

other services such as VPN, Multicasting, Video Conferencing, Video-on-

Demand, Broadcast application etc will be added.

INTERNET

Keeping the global network of Networks networked, the countrywide Internet

Services of BSNL under the brand name includes Internet dial up/ Leased line

access, CLI based access (no account is required) and DIAS service, for web

browsing and E-mail applications. You can use your dialup sancharnet account

from any place in India using the same access no '172233', the facility which no

other ISP has. BSNL has customer base of more than 1.7 million for sancharnet

service.

BSNL also offers Web hosting and co-location services at very cheap rates.

4
ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital

network providing high speed and high quality voice, data and image transfer

over the same line. It can also facilitate both desktop video and high quality

video conferring.

INTELLIGENT NETWORK

Intelligent Network Service (In Service) offers value-added services, such as:

• India Telephone Card (Prepaid card)

• Free Phone Service (FPH)

• Account Card Calling (ACC)

• Virtual Private Network (VPN)

• Tele-voting

• Premium Rae Service (PRM)

• Universal Access Number (UAN) and more

I-NET:

India s x.25 based packet Switched Public Data Network is operational in 104
45
cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection)

and frame relay services.

LEASED LINES & DATACOM

BSNL provides leased lines for voice and data communication for various

application on point to point basis. It offers a choice of high, medium and low

speed leased data circuits as well as dial-up lines. Bandwidth is available on

demand in most cities. Managed Leased Line Network (MLLN) offers flexibility

of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet

leased lines and International Principle Leased Circuits (IPLCs).

CELLULAR MOBILE SERVICES

POSTPAID & PREPAID

BSNL's GSM cellular mobile service Cellone has a customer base of over 5.2

million. BSNL Mobile provides all the services like MMS, GPRS, Voice Mail, E-

mail, Short Message Service (SMS) both national and international, unified

messaging service (send and receive e-mails) etc. You can use BSNL Mobile in

over 160 countries worldwide and in 270 cellular networks and over 1000

cities/towns across India. It has got coverage in all National and State Highways

and train routes. BSNL Mobile offers all India Roaming facility to both pre-paid
4
and post-paid customers (including Mumbai & Delhi).

WIRELESS IN LOCAL LOOPS:

This is a communication system that connects customers to the Public Switched

Telephone Network (PSTN) using radio frequency signals as a substitute for

conventional wires for all or part of the connection between the subscribers and

the telephone exchange.

• Countrywide WLL is being offered in areas that are non-feasible for the

normal network.

• Helping relieve congestion of connections in the normal cable/wire based

network in urban areas.

• Connecting the remote and scattered rural areas.

• Limited mobility without any air-time charge

4
 BROADBAND SERVICES;
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.

Key Objectives

4
Several Steps have been taken at BSNL to augment the quality of customer
care to international standards.

 Access round the clock help at following toll free numbers

 Dataone Broadband' 1600-424-1600'
 PSTN Call Center' 1500' (in select states)
 Sancharnet Help Desk' 1957'
 CellOne all India Help '9400024365'

 All BSNL Customer Service Centers (CSCs) remain open on all seven days
from 8.00 AM to 8.00 PM without any break for all activities.

 Cheque deposit machines have also been installed in many cities, so that
customers can make payments 24X7 at their convenience.

 Customers can also make payments by cheque/Demand Draft to BSNL

franchisees all over the country.

 With a view to simplify and offer customer friendly services, more than one
Bfone connections can be applied on a single application form. Accordingly, a
single demand note would be issued to the customer in respect of all the
connections applied for.

 Shifting charges for local as well as all India shifting of fixed telephone
(bfone) has been abolished.

 Pagers being given to outdoor staff in a phased manner for speedy

rectification of faults.

 Majority of the local network is built up on jelly filled and OFC for trouble
free service.
4
 Internal Distribution Points (DPs) being provided in the customer premises to

eliminate the faults arising out of overhead wires.

 Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL)

system for improving reliability of external plant.

 Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided

extensively to reduce the long lengths of copper cables.

 Establishing call centers across the nation to provide single window solutions

and convenience to customers

 Countrywide Network Management & Surveillance System (NMSS) to ensure

uninterrupted and efficient flow of telecom traffic.

 Application Forms for new connections have been made free of charge for all

services

 Procedure for restoration of telephones disconnected due to nonpayment

simplified and powers delegated to Secondary Switching Area (SSA) heads

 Payment of telephone bills being received on Saturday and Sunday through

cheques in City Telecom Offices (CTOs).

 More than one Public Call Office(PCO) permitted at the same premises

 Various application forms and procedures being simplified for new telephone
50
 connections, shifting and third party transfer.

.SOCIAL COMMITMENT

BSNL is committed to provide quality Telecom Services at affordable price to

the citizens of the remotest part of the Country. BSNL is making all effort to

ensure that the main objectives of the new Telecom Policy 1999 (salient points

indicated below) are achieved:

Access to telecommunications is of utmost importance for achievement of the

country's social and economic goals. Availability of affordable and effective

communications for the citizens is at the core of the vision and goal of the new

Telecom policy 1999.

Strive to provide a balance between the provision of universal service to all

uncovered areas, including the rural areas, and the provision of high-level

services capable of meeting the needs of the country's economy;

Encourage development of telecommunication facilities in remote, hilly and

tribal areas of the country;

Transform in a time bound manner, the telecommunications sector to a greater

competitive environment in both urban and rural areas providing equal

opportunities and level playing field for all players;

5
.

Services Offered by
Company

Company Premium
Clients

5
 PRODUCT PROFILE:
Cellular Telephone is

 A wire-less Telephone network.

 Connected to a fixed line network.
 One can make and receive all Local, Long Distance and International calls.
 It offers valve added service like SMS. Call Divert, Roaming.
 BSNL provides excellent audio with digital technology.
 BSNL is technologically backed by ERICSSON. Which provide the
mainswitching centre (MSC) and base-station.
 FUJITSU provides Microwave back bone.
 BSNL has many main switching centers (MSC) for better communication.

NETWORK:

Cellular communication network is divided into coverage areas.

 In each coverage area there is a base station. In this base station, there is one tower

5
 and Air-conditioned room containing “BSNL” switching radio equipment

 Base station helps to receive, send and route calls to users in that area.

 All base stations are connected to Main Switching Center (MSC).

 Main Switching Center helps in making connection calls, traffic management and
transferring calls, as users move from one coverage area to another, while making
the calls.

5
NEED OF THE STUDY
 Customer satisfaction is must to understand the likes and dislikes of
the customers regarding service

 To evaluate understand the channels and how they working.

 To know whether customer receive the service on time, and is it full filling their
needs to the desired levels

 This would help to plan for the better channel and improve CRM activities which
assure the customer to be satisfied

SCOPE OF STUDY

 The study helps to understand whether the customer is satisfied or dissatisfied

 To find the various factors that causes the dissatisfaction to the customer and
overcome those by a better strategy

 To channel the distribution which will enable to reach the customer and communicate

 This will ultimately lead to customer satisfaction

5
 Chapter -2
REVIEW OF LITERATURE

OUTLINE OF THE PROJECT

Definitions Marketing:

Customer Satisfaction

Though customer’s bye an industrial machinery or consumer product or service

oriented products they all expect certain level of satisfaction of particular needs.
This needs-based satisfaction will depend upon customer’s perception of product
or service performance. The satisfaction derived will be in proportion to the
difference
between actual performance and perceived performance of a product. The lower
the difference the greater will be the satisfaction.
The satisfaction can be defined as “a person’s feeling of pleasure or
hisdisappointme nt resulting from comparing products perceived performance (or
outcome) in relation to his or her expectations”. As this definition makes clear
satisfaction is a function of perceived performance and expectations.

5
 TOOLS FOR TRACKING AND MEASURING
CUSTOMER SATISFACTION
(1) Complaint and Suggestion System

2) Customer Satisfaction Surveys:

(3) Ghost Shopping:

(4) Lost Customers Analysis

Companies should concentrate on customers who have stopped buying or who

have switched to learn why this happened. It is important to conduct exit
interviews when customer first stop buying and also monitor the customer’s loss
rate which if increasing indicate that the company is failing to satisfy its
customers.

5
 CHAPTER – 3
RESEARCH
METHODOLOGY
Research design

Pilot study

Universe
The present research includes two thousand five hundred subscribers of BSNL cellular
services.

Sampling Design
The researcher used simple random sampling technique using lottery method(probability
method) to draw three hundred respondents from the customer record of BSNL.

Source of Data
Tools for Data Collection

The researcher adopted questionnaire method to measure the customer satisfaction.

Questionnaire
The questionnaire consists of the following
 Personal data
 Importance of communication
 Influencing factors that opt for cellular communication
 Value added service

5
  Difficulties with service
 Tariff
 Customer care
 New features
 Other choice of services
 Suggestion for improving the service

Data Collection Process

Problems Encountered By the Researcher

Difficulty confronted by the researcher in explaining about each and every dimension to
customer in orders to get accurate data.

data collection process to some extent.

5
 CHAPTER – 4

DATA ANALYSIS AND

TABLE INTERPRETATION
NO: 1 AGE

GROUP
AGE GROUP NO OF RESPONDENT Sn = 50

20-30 30

31-40 11

41-50 9

CHART NO: 1 AGE GROUP

AGE GROUP

18%

20‐30
22% 31‐40
60%
41‐50

INFERENCE:

6
TABLE NO: 2 OCCUPATIONS

OCCUPATIONS NO OF RESPONDENT Sn = 50
BUSINESS 25
PROFESSIONALS 15
GOVT. EMP 10

OCCUPATIONS
0%

40% STRONGLY AGREE

AGREE
NOT AT ALL AGREE
60%

INFERENCE:

6
TABLE NO: 3 INCOMES
INCOMES NO OF RESPONDENT Sn = 50

BELOW 10000 5
10000-16000 10
16000-20000 20
20000-30000 15

INCOMES

10%
30%
20%
BELOW 10000
10000‐16000
16000‐20000
20000‐30000
40%

INFERENCE:

6
 TABLE NO: 4 IMPORTANCE OF COMMUNICATION
OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 19
AGREE 30
NOT AT ALL AGREE 1

IMPORTANCE OF COMMUNICATION
4%

40% STRONGLY AGREE

AGREE
NOT AT ALL AGREE

56%

INFERE
NCE:

6
 TABLE NO: 5 CONVENIENCE OF COMMUNICATION

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 30
AGREE 18
NOT AT ALL AGREE 2

CONVENIENCE OF COMMUNICATION

4%
40%
STRONGLY AGREE
AGREE
56% NOT AT ALL AGREE

From the above table it is observed that majority of respondents feel strongly agree
that convenience of communication is good.

6
 TABLE
NO: 6

USAGE OF CELLULAR PHONES

YEARS NO OF RESPONDENT Sn = 50
LESS THAH ONE YEAR 20
1-2 YEAR 25
2 YEAR 5

USAGE OF CELLULAR PHONES

4%

56%

6
 40%
STRONGLY AGREE AGREE
NOT AT ALL AGREE
It is inferred from the above table that there are 50% of
respondents are using cellular phones for a period of 1-2 years. 40% of respondents are
using cell phones for the past one year only. 10% of the people are using cellular
phones for more than two years. This shows that mobile communication has been
growing very fast in recent times.

6
TABLE NO: 7 INFLUENCING FACTORS FOR CELLULAR PHONES

FACTORS NO OF RESPONDENT Sn = 50
REFERENCE 5
OCCUPATION 25
CONVENIENCE 15
SPEEDYCOMMUNICATION 5

INFLUENCING FACTORS FOR CELLULAR

PHONES
4% 4%

STRONGLY AGREE
38% AGREE
NOT AT ALL AGREE UNREASONABLE COST

54%

6
Table No: 8 Ranking Of Value Added Service

OPTION NO OF RESPONDENT Sn = RANK

50
SMS 30 1
Call Divert 10 2
Call Waiting 5 3
Call Hold 5 4

It is inferred from the above table majority of respondents, that is sixty percent (60%) rank

Ranking Of Value Added Service

4% 4%

STRONGLY AGREE
38%
AGREE
NOT AT ALL AGREE

UNREASONABLE COST
54%

6
TABLE NO: 9 Difficulties in service

Difficulty NO OF RESPONDENT Sn = 50
COVERAGE 28
ROAMING 10
AIR TIME CHARGES 10

UNREASONABLE COST 2

Difficulties in Service
STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%
30%

6
 TABLE NO: 10 Charges and service

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 20
AGREE 28
NOT AT ALL AGREE 2

The above table show that majority of respondents are satisfied with the charges for the
service rendered as they are being 96% and only four percent (4%) people are not
satisfied.

Charges and service

STRONGLY AGREEAGREENOT AT ALL AGREE
4%

40%
56%

7
Table No: 11 Accessibility of Customer Care Center

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 30
AGREE 16
NOT AT ALL AGREE 4

Accessibility of Customer Care Center

STRONGLY AGREEAGREE NOT AT ALL AGREE

20%

50%

30%

It is inferred from the above table that majority of respondents feel that customer care
center is easily accessible as they are being sixty percent (60%). Another thirty two
percent (32%) also feel that customer care center is easily accessible and only 8 %
respondents feel that customer care center is not good.

7
Table No: 12 Response Rate of Customer Care Center

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 26
AGREE 20
NOT AT ALL AGREE 4

Response Rate of Customer Care

Center
STRONGLY AGREE AGREE NOT AT ALL AGREE

20%

50%

30%

7
Table No. 13 Problem Solving

OPTIONS NO OF RESPONDENT Sn = 50
STRONGLY AGREE 25
AGREE 15
NOT AT ALL AGREE 10

Problem Solving
STRONGLY AGREE AGREENOT AT ALL AGREE

20%

50%
30%

the time taken to solve the problem is high.

7
Table No 14 Quality of Service

OPTIONS NO OF RESPONDENT Sn = 50
YES 35
NO 15

GRACE PERIOD
NO 20%

YES 80%

It is inferred from the table that a high percentage of respondents 70% are highly satisfied
with BSNL grace period 30% are dissatisfied with BSNL grace period

7
Table No: 15 Tariffs and Monthly Budget

OPTIONS NO OF RESPONDENT Sn = 50
YES 40
NO 10

TARIFFS AND MONTHLY BUDGET

NO 20%

YES 80%

7
FINDINGS

 Cellular service is very popular among the younger generation.

 Business class people for their business activity prefer cellular phones service.
 Cellular phone is the choice of higher income group.
 Faster mode of communication is essential.
 Cellular phones are convenience for communication.
 Quality of service by BSNL is as per expectation of the customer
 Mobile communication has been launched recently in the town and growing at faster
rate.
 Occupation is considered as important factors of influencing for having cellular
phones other factors like speedy communication, reference are not having much
influence.
 More value added service would attract prospective customers.
 The accessibility of customer centre is easy.
 The customer care centre should pay more attention on hearing customer’s problem.
 Majority of customers are satisfied with the charges collected for servicerendered.
 Tariff mostly matches to the customer’s budget
 BSNL has larger area of operation

7
SUGGESTIONS
 BSNL Cellular Service has been rated highly among the customers. The
quality of service also rated as good by the customers. This should be maintained.
 Most of the customers opt cellular communication for their
convenience. This should be considered as important factor while designing their
marketing strategy.
 Customers are expecting more value added service like internet, E -mail,
Video clips, etc. The company can make provisions for this.
 The signal strength is weaker in interior places: service provider should increase
the signal strength.
 The company can look into restructuring of tariff to maintain competitive
edge over rivals.
 The customer care centre should pay more attention in receiving and
solving customer’s complaints.
 The free incoming calls are key factor for satisfying customer. The same
strategy should follow in future also.
 As the competitors are entering this field in this town the company can
formulate appropriate marketing strategy to retrain existing customers and
to attract new customers.

7
 CHAPTER -5

CONCLUSION
The study says that most of the customers are satisfied by the service provided by the BSNL.
The dissatisfaction is mainly due to delay in the signals. If there are steps taken to resolve
the problem the retention of customer will be more and this will satisfy most of the
customers increasing value of the service

7
 CHAPTER – 6

REFERENCE
KOTLER PHILIP
Marketing
Management
Published by Prentice
Hall of Indian Private
Ltd Tenth Edition-
2002

KOTHARI.C.R
Research Methodology
Published by V.S. Lobri for Wishwa Prakash
Eight Edition- 2004

GUPTHA.S.C and INDIRU GUPTHA

JHA and SINGH

7
 CHAPTER - 7

QUESTIONNAIRE

Faster mode of communication is very essential in modern days.

Survey on BSNL customer satisfaction

 Name :
 Age :
1) Occupation:
 Business
 Executive
 Professor
 Student
2) Cellular services provide convenience.

 Strongly agree

 Agree

 Not at all agree

3) How long you had been using the cellular phones?

 Less than years

 3-4 years
 1-2 years
 above 4 years

4 ) Please rank the following in order of your preference about BSNL value added service

 SMS

 Call-divert

 Call holding

 Call waiting

8
5) You feel that the charges for service does perfectly match the services rendered

 Strongly agree
 Agree
 Strongly disagree

6) You feel that the BSNL customer care center is easily assessable

 Strongly agree

 Agree

 Not at all agree

7) The quality of services by BSNL is very good.

 Strongly agree
 Agree
 Not at all agree

8) Please tick the area of difficulty you come across in BSNL service

 Coverage
 Roaming
 Voice clarity
 UN reasonable cost

9) You feel that the BSNL customer care center is easily assessable
 Strongly agree
 Agree
 Not at all agree
11) Are you satisfied with the BSNL Tariffs and Monthly Budget?
 Yes
 No

12) The time taken by customer care center to solve problem is very Minimal
 Strongly agree

8
  Agree
 Not at all agree
13) Are you satisfied with the BSNL Problem Solving?
 Yes
 No
14) Is grace period provided by BSNL is sufficient for you?
 Yes
 No
15) Do you feel that BSNL tariff is applicable to your monthly budget?
 Yes
 No