A SUMMER TRAINING PROJECT REPORT ON COMPARISON OF BSNL SERVICE WITH ITS COMPETITIORS

BSNL Connecting India AT BHARAT SANCHAR NIGAM LIMITED ALIGARH

(As partial fulfillment for the award of MBA degree under U.P. Technical University Lucknow 2008-09)

Submitted To:

Submitted By:

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CONTENTS
     INTRODUCTION SCOPE OF THE STUDY OBJECTIVES OF STUDY RESEARCH METHODOLOGY COMPANY PROFILE  GOVERNMENT LANDLINE PHONE PROVIDER • BSNL

 PRIVATE LANDLINE PHONE PROVIDER o TATA INDICOME o RELIANCE INFOCOM   STATEMENT OF PROBLEM METHODOLOGY  RESEARCH DESIGN  SAMPLING DESIGN        DATA COLLECTION DATA REPRESENTATION DATA ANALYSIS FINDINGS CONCLUSIONS AND RECOMMENDATIONS ANNEXURE BIBLIOGRAPHY

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DECLARATION

I (??????????????) under signed hereby declare that the research report “COMPARISON OF BSNL WITH ITS COMPETITORS” compiled and submitted under the valuable guidance of MR. N.P.SINGH is my original work. The empirical finding in this reports are based on the survey conducted and annual reports of the

company.

PRAVEEN YADAV

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ACKNOWLEDGEMENT
Concentration, dedication and application are necessary but not sufficient to achieve any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to those honorable personalities of the department who helped me to follow the path to success for the completion of this project. It was indeed an opportunity for me to be a part of BHARAT SANCHAR

NIGAM LTD, Aligarh for my summer training, as a partial fulfillment of two-year degree course of Master of Business Administration. It was an insightful experience where I was given an exposure in the field of Human Resource. It was during this training that I was able to apply my theoretical knowledge into practical one. It is a great pleasure to extent my heartful thanks to Mr. R.K.Tyagi,(G.M.) – MKT for giving me an opportunity to learn the applicability of Human Resource Theories. I would also like to express my deepest gratitude to Mr. R.V.Singh,(A.G.M.), who had played a key role of Coach, Guide and Counselor throughout my project work and helped me whenever I was in trouble in my given task. I also pay my thanks to all of them for their whole-hearted cooperation irrespective of their busy schedule. I would like to express my special gratitude to various employees of all department, my friends and my seniors, who are always a source of inspiration for me and played an important role in making my summer training a memorable one.

GAURAV SHARMA B.I.T. MEERUT BSNL Comparison with others 4 B.I.T. MEERUT

SCOPE OF THE STUDY

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SCOPE OF THE STUDY
According to the study the telecom sector is emerging sector in Indian industry. Landline and mobile services are comprise under the telecom sector. An efficient and rapid of the information is the catalyst for economic and social development. vision 2020 conceives of India as evolving into an information society knowledge economy. Where IT and telecommunication will be the springboard of growth. Already telecom sector is improving opportunities for the people across different social strata. A whole range of information based industries and application has come up. Creating new sources of employment and earning.

Social attention must be focused on strengthening the regulatory framework and further improving teledensity, broadband connectivity and providing telecom companies with the right environment for infrastructure development.

My study concentrating over the following points.

1.

income effect show that middle income people are very interested to purchase the landline so it is good area for concentrating by various companies.

2.

satisfaction level is very crucial for companies my study put light on this aspects.

3.

comparative study also help many companies to judge the place.

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OBJECTIVE OF STUDY BSNL Comparison with others 7 B. MEERUT .T.I.

Occupational effect.I.T. To know the satisfaction level of consumer. • • To study the comparative market of various company.OBJECTIVE OF STUDY • To know about the pre-purchase behavior of consumer under the following points: a. • To know about the factor which influence the customer at a time purchasing a landline phone. c. b. Income effect on their consumption. Purpose of purchasing landline phone. BSNL Comparison with others 8 B. d. MEERUT . Source of information.

T. MEERUT .I.RESEARCH METHODOLOGY BSNL Comparison with others 9 B.

4. 5.I. 1. 6. Formulating the objectives of the study Designing the methods of data collection Selecting sample plan Collecting the data Processing and analyzing the data Reporting the findings BSNL Comparison with others 10 B. which consists of series of action or steps necessary to effectively carry out research and the desired sequencing of these steps. 2. 3. MEERUT . It consists of the following steps.RESEARCH METHODOLOGY Research methodology is a systematic way. The marketing research is a process of involves a number of interrelated activities which overlap and do rigidly follow a particular sequence.T.

I. MEERUT .Objective of the study Research design Sample design Data collection Data analysis Reporting of findings BSNL Comparison with others 11 B.T.

notably Reliance BSNL Comparison with others 12 B. Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and Mumbai). Kolkata and Chennai) are circles in their own right.I.INTRODUCTION The telecommunications system in India was thrown open to private players in the 1990s. In addition to the government monopoly. but is used like a fixed line at home or office). There are other companies too. Landlines are now facing competition from mobile telephones (GSM and CDMA based). MEERUT . The competition has forced the government owned monopoly BSNL (MTNL in Delhi and Mumbai) to become more efficient. Mobile phone connections are readily available from private companies for relatively low prices. Several private companies give competition to BSNL/MTNL in different circles. called circles (roughly along state boundaries) and the four largest cities (Delhi. The country is divided into multiple zones. The government owned BSNL runs local.T. mobile and long distance telephone services all over the country (except in the Delhi and Mumbai circles). even in high density urban areas. The landline network quality has improved and landline connections are now usually available on demand. such as Touchtel and Tata Teleservices which do not have a pan-Indian presence. Reliance Infocomm has licences to provide services all over the country. but have started off only with CDMA mobile and fixed mobile services (where the phone is not wired to the exchange. there are several private landline telephone companies. Mumbai.

I. carried primarily on fiber optic cable. the competition has caused prices to drop and calls across India are now comparable in price to calls across the continental United States Government landline provider: Most of the people in the country are using the landline telephones which is mainly provided by the government company.and Tata Teleservices and Bharti (which runs the landline company Touchtel and the mobile company Airtel). There are several private long distance companies. MEERUT .4 lakh km of Optical Fiber Cable. BSNL's telephony network expands throughout the vast expanses of the country reaching to the remotest part of the country. However. BSNL Comparison with others 13 B.000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) all interlinked by over 2. Presently the Plain old. BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years. 326 Digital Trunk Automatic Exchanges(TAX). Countrywide telephone service is being provided through 32.T. with a host of Phone Plus value additions to our valued Customers. Long distance service is now more comprehensive and cheaper. the government owned BSNL continues to use its monopoly against them.

Consumers showed the very effective attitude towards my study. Incorporated in 1996.000 employees and more than 2. Tata Teleservices : Tata Teleservices is part of the INR 54. MEERUT .Tata Teleservices spearheads the Group's presence in the telecom sector. With an investment of over INR 9. BSNL Comparison with others 14 B.2 billion) Tata Group.000 crore (US$ 2 billion) in Telecom.T. integrated (wireless and wireline) and convergent (voice.crore (US$ 2 billion) in this sector in the next two years.Reliance Infocomm : Reliance Infocomm network is a pan India. 2. data and video) digital network.000/. designed to offer services that span the entire Infocomm value chain infrastructure. The Tata Group plans an additional investment of around INR 9000/.I.16 million shareholders. over 210. The network is designed to deliver services that will foster a new way of life for a New India. the Group has a formidable presence across the telecom value chain. I can say that consumers are very keen to observe the every opportunity provided by the various players in the field of landline telephones. According to the study of this field. that has over 90 companies. applications and consulting. Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. services for enterprises and individuals. high capacity.Private landline provider: 1.crore (US$11.

T. MEERUT . o BSNL. o RELIANCE INFOCOM.I. PRIVATE COMPANY.COMPANY PROFILE GOVERNMENT COMPANY. BSNL Comparison with others 15 B. o TATA INDICOM.

MEERUT .BSNL GOVERNMENT LANDLINE PROVIDER BSNL Comparison with others 16 B.T.I.

1 GSM operator in its area of operation.T. ii. policy. Contribute towards: i. OBJECTIVES • • To be the Lead Telecom Services Provider. MEERUT .INTRODUCTION VISION To become the largest telecom Service Provider in Asia. • To provide point of interconnection to other service provider as per their requirement promptly. Broadband customers base of 20 million in India by 2010 as per National Plan Target of 500 million subscriber base for India by Broadband Policy 2004. To provide quality and reliable fixed telecom service to our customer and there by increase customer's confidence. MISSION To provide world class State-of-art technology telecom services to its customers on demand at competitive prices. iii. To Provide world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy. • • To facilitate R & D activity in the country. 2010. Providing telephone connection in villages as per government BSNL Comparison with others 17 B.I. • To provide mobile telephone service of high quality and become no.

EWSD. Broadband and more than 400. 326 Digital Trunk Automatic Exchanges(TAX).FETEX. with a host of Phone Plus value additions to our valued Customers.4 lakh km of Optical Fiber Cable. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3600 million and net worth of $ 13.5 gbps. On October 1.NEC etc. With latest digital switching technology like OCB. MEERUT . expansion of BSNL Comparison with others 18 B.T. Presently the Plain old. VPN. 2000 the Department of Telecom Operations.000 electronic exchanges.I. Today. Digitalized Public Switched Telephone Network (PSTN) all inter linked by over 2. BSNL is the No. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. and widespread transmission network including SDH system up to 2. Government of India became a corporation and was christened Bharat Sanchar Nigam Limited(BSNL). Countrywide telephone service is being provided through 32. DIAS.Implementation of Triple play as a regular commercial proposition.000 data customers . web telephony. BSNL continues to serve this great nation . BSNL' stelephony network expands throughout the vast expanses of the country reaching to there motets part of the country. BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years.85 billion.AXE-10.Its responsibilities include improvement of the already impeccable quality of telecom services. DWDM system up to 80 gbps.

99. Use the Text Box Tools tab to change the formatting of the pull quote text box.2 billion) Add to which. introduction of new telecom services in all villages and instilling confidence among its customers.00. BSNL's nationwide coverage and reach. Today with over 45 million line capacity. Turnover of Rs. The telephone infrastructure alone is worth about Rs. nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4. and you have the ingredients for restructuring India for a bright future. comprehensive range of telecom services and a penchant for excellence.I.000 crore(US $ 21. You can position the text box anywhere in the document. MEERUT .T.000 crore ( US $ 5. BSNL has managed to shoulder these responsibilities remarkably and deftly.00.] BSNL Comparison with others 19 B.telecom network. 1. 25.000 route kms of OFC network. [Type a quote from the document or the summary of an interesting point. Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.9% of its exchanges digital.2 billion).

MEERUT .T.I.Hierarchy Table BSNL Comparison with others 20 B.

7 million CDMA-WLL and 28. 3. Saxena (CFO).in Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India. BSNL is India's largest Telco and one of the largest Public Sector Undertaking of the country with authorized share capital of US$ 4.bsnl.06b (US$ 1.a status assigned to reputed Public Sector companies in India.04 billion (2006) Owner The Government of India Key people S. Currently BSNL has a customer base of 65.D.3 million (Basic & Mobile telephony). It has the status of Mini-ratana . It is the largest telecommunication company in India and the sixth largest in the world. New Delhi.74 billion. BSNL's earnings for the Financial Year ending March 31. As on July 31. MEERUT . incorporated 2000 Website www.Bharat Sanchar Nigam Limited BSNL Type Communication Service Provider Availability Countrywide except Delhi & Mumbai Revenue US$ 9. Its headquarters are at Bharat Sanchar Bhawan.co. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.T.500 Crores) and assets of US$ 14. Janpath. 2007 BSNL commanded a customer base of 32.7 million Wireline. Today.9 million GSM Mobile subscribers. BSNL Comparison with others 21 B. Kuldeep Goyal(CEO) Founded 19th century.67 b) with net profit of INR 78. 2007 stood at INR 397.I.90 billion).26 billion (INR 17. BSNL is India's oldest and largest Communication Service Provider (CSP). Harish Chandra Mathur Lane.15b (US$ 9.

In 19th century and for almost entire 20th century. The Government of India corporatized the operations wing of DoT on October 01. MEERUT . the Telecom in India was operated as a Government of India wing. therefore it became necessary to separate the Government's policy wing from Operations wing. In 1975 the Department of Telecom (DoT) was separated from P&T. however following are the main Telecom Services being provided by BSNL in India:BSNL Comparison with others 22 B.I. It is a well known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. DoT was responsible for running of Telecom services in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. Main Services being provided by BSNL BSNL fixed services BSNL provides almost every telecom service.T. The history of BSNL is linked with the beginning of Telecom in India. Subsequently in 1990s the telecom sector was opened up by the Government for Private investment. 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).History The foundation of Telecom Network in India was laid by the British sometime in 19th century. Earlier it was part of erstwhile Post & Telegraph Department (P&T).BSNL operates as a public sector.

BSNL Broadband 3. Universal Telecom Services : Fixed wire line services & Wireless in Local loop (WLL) using CDMA Technology called bfone and Tarang respectively. MEERUT . BSNL has planned aggressive rollout in broadband for current financial year. BSNL has around 50% marketshare in broadband in India. BSNL Mobile Pre-paid Mobile 2. Pre-paid Cellular services of BSNL are know as Excel. 4. As on March 31.1. As on March 31.T. 2007 (end of financial year) BSNL had 76% share of fixed and WLL phones. 2007 BSNL had 17% share of mobile telephony in the country. Intelligent Network (IN): BSNL Comparison with others 23 B.I. BSNL is dominant operator in fixed line. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under brandname Cellone. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSL-Broadband Dataone.

1.T. Maharashtra Telecom Circle 15.BSNL is providing IN services like tele-voting. Mizoram and Tripura BSNL Comparison with others 24 B. Karnataka Telecom Circle 12. metro districts. premium calling etc. BSNL Units BSNL is divided into a number of administrative units. Andaman & Nicobar Telecom Circle 2. Andhra Pradesh Telecom Circle 3. project circles and specialized units. Gujarat Telecom Circle 7. termed as telecom circles. There are 24 Telecom Circles and 2 Metro districts. Chhatisgarh Telecom Circle 6. MEERUT . Bihar Telecom Circle 5. Madhya Pradesh Telecom Circle 14. Himachal Pradesh Telecom Circle 9.I. toll free calling. Assam Telecom Circle 4. North East-I Telecom Circle for Meghalaya. Kerala Telecom Circle 13. Haryana Telecom Circle 8. as mentioned below:- Telecom Circles: Telecom Circles & Metro districts are responsible for providing service to the customers. Jharkhand Telecom Circle 11. Jammu & Kashmir Telecom Circle 10.

16. Uttar Pradesh (West) Telecom Circle 23. Tamil Nadu Telecom Circle 21. West Bengal Telecom Circle Metro Districts 1. Punjab Telecom Circle 19. Kolkata Telecom District 2. North East-II Telecom Circle for Arunachal Pradesh. Northern Telecom Project Circle BSNL Comparison with others 25 B. Rajasthan Telecom Circle 20. Chennai Telecom District Project Circles 1. 17.I. Uttranchal Telecom Circle 24. MEERUT . Manipur and Nagaland. Eastern Telecom Project Circle 2. Western Telecom Project Circle 3. Uttar Pradesh (East) Telecom Circle 22.T. Orissa Telecom Circle 18.

Telecom Factory. Telecom Factory.4. Kolkata Training Institutions 1. Eastern Telecom Maintenance Region 2. Western Telecom Maintenance Region 3.I. National Centre For Electronic Switching 3. Telecom Factory. Richhai 4. Mumbai 2.T. Quality Assurance Manufacturing Units 1. Technical & Development Circle 4. IT Project Circle. Pune Maintenance Regions 1. Telecom Factory. Data Networks 2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training 3. Southern Telecom Project Circle 5. Southern Telecom Maintenance Region Specialized Telecom Units 1. Advanced Level Telecom Training Centre(ALTTC) 2. MEERUT . Northern Telecom Maintenance Region 4. National Academy of Telecom Finance and Management Other Units BSNL Comparison with others 26 B. Jabalpur 3.

BSNL has been actively providing connections in both Urban and Rural areas and the efficiency of the company has drastically improved from the days when one had to wait for years to get a phone connection to now when one can get a connection in even hours. Pre-activated Mobile connections are available at many places across India. At present BSNL enjoys around 45% of market share of ISP services. MEERUT . Telecom Electrical Wing 3.T.I. Telecom Stores 2. BSNL is rolling out new Broadband services as Triple play (telecommunications). Further. 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 Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. BSNL Comparison with others 27 B.5 per month.1. BSNL has also unveiled very cost-effective Broadband internet access plans (DataOne) targeted at homes and small businesses. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 5. Telecom Civil Wing BSNL Present & Future Since its corporatisation in October 2000.

however due to intense competition in Indian Telecom sector in recent past BSNL's growth has slowed down. BSNL is pioneer of Rural Telephony in India.BSNL is planning to increase its customer base to 108 million customers by 2010. BSNL Comparison with others 28 B.I. With the frantic activity in the communication sector in India.T.500 crores) Rural Telephony project of Government of India. BSNL has recently bagged 80% of US$ 580 m (INR 2. MEERUT . the target appears achievable.

BSNL being legacy operator and its conversion from a Government Department. Although in coming years the retirement profile of the workforce is very fast and around 25% of existing workforce will retire BSNL Comparison with others 29 B. 2007) BSNL has added 9.I. Although in recent past there have been tremendous improvement in working of BSNL but still it is much below the Industry's Expectations. which has been accepted by the CMD BSNL. However.8 million. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan. despite impressive growth shown by BSNL in recent times. the Fixed line customer base of BSNL is declining. however.T.Challenges During Financial Year 2006-2007 (From April 01. BSNL faces bleak fiscal 2006-2007 as users flee.6 million new customers in various telephone services taking its customer base to 64. However. Further. which is mostly semi-illetrate or illeterate is the main reason for the poor customer service. MEERUT . the Top management of BSNL is still working in BSNL on deputation basis holding Government employee status thus having little commitment to the organisation.000 strong). A large aging (average age 49 years(appx)) workforce (300. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. 2006 to March 31. earns lot of criticism for its poor customer service. the success of the scheme is not known. Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. However.

April 01. still the workforce will be quite large by the industry standards. Quality of the workforce will also remain an issue.by 2010.f.I. BSNL Comparison with others 30 B. The reduction in ADC may hit the bottom-line of BSNL.T. MEERUT . 2007. a levy being paid by the private operators to BSNL for provide service in non-lucarative areas especially rural areas) has been slashed by 37% by TRAI.e. w. however. Access Deficit Charges (ADC.

49 billion). MEERUT . Paid up Equity Share Capital of Rs. The Company has a net worth of Rs.000 crores (US $ 1. 39.Finance Bharat Sanchar Nigam Limited.715 crores (US $ 9. 84.15 billion) and Revenues is Rs. 10.T.022941 as on 31-03-2007) BSNL Comparison with others 31 B.948 crores (US$ 19. (Note: INR 1 = USD 0. 5. the largest Public Sector Undertaking of the Nation. authorized equity capital of Rs.29 billion).000 crores (US $ 2. is certainly on a financial ground that's sound.11 billion) in 2006-07.I.

T. These investments have been financed by the internal accruals.87 billion) in Fixed Assets. 8153 crore ( US $ 1.Gross Investment in Fixed Assets The BSNL is making substantial investment year to year for its network expansion and modernization. BSNL Comparison with others 32 B. During the current financial year BSNL has made the gross investment of Rs. MEERUT .I.

BSNL Comparison with others 33 B.I.T. MEERUT .

BSNL. mobile and internet services all over the country except for metro cities of Delhi and Mumbai.8 million ports for providing broadband connectivity to rural areas through wireline as well as wireless techniques. Multiplay services over broadband connections have already been launched in cities like Pune.T. BSNL is a total telecom solutions provider. Through a single connection. Facilities like online gaming etc. I would like to reiterate our commitment to provide services to the satisfaction of our esteemed customers. An ambitious project is being taken up to deploy 1. BSNL Comparison with others 34 B. surf internet and watch cable TV or video simultaneously. fixed wireless. Year 2007 has been declared as "Year of Broadband". MEERUT . As you are aware of. The existing broadband capacity of 1 million ports is planned to be augmented by 5 million ports. We plan to extend broadband coverage to 1500 cities/towns and 20000 villages during the current year.Dear Customers. the customers will have the freedom to talk.s thrust is to extend broadband connectivity to rural areas. BSNL's broadband services are also presently available in 1077 cities .I. offering landline. I have taken over as CMD BSNL on 1st of August. are also available over broadband. Bangalore and Kolkatta and we plan to roll out these services in a number of important cities progressively. On assuming my new assignment. 2007.

It has been our endeavor to keep our tariff structure most affordable and transparent. BSNL is also providing host of IVRS and SMS based value added services on wireline and wireless connections such as cricket score. Of late there was a capacity constraint in our mobile network but the constraint would be overcome shortly and we will roll out additional capacity aggressively. astrology. opinion polls. Rajasthan. We also have an ambitious plan to expand the mobile network with special emphasis to serve rural populace. poll results. In this endeavor our executives at customer service centers are being empowered to facilitate Single Window Service at the counter itself where most of the routine business can be transacted without hassles of going to different places. jokes. Customers can avail of these services at affordable rates.P. chat. Kerala. 2007 BSNL Comparison with others 35 B. logos. MEERUT . request for various services and lodging complaints.T. portal will be launched progressively by Dec. Expansion of WLL network would also help faster rollout of services in rural areas. ringtones.BSNL has planned to expand its fixed wireless (WLL) network to provide telephone connections on demand.I. In remaining Circles. Details of these schemes are available on our website. contests. wall papers etc. where customers do not have to pay for the cost of the equipment. We have also launched Customer Care Portal to accept online registration of customers. information services. BSNL has formulated new schemes to provide free Centrex facility to Corporate Customers/Commercially Important Customers/Multi-storey complexes/Residential Housing Societies etc. Karnataka and Punjab Circles. BSNL has also introduced Location Based Services for GSM customers. BSNL is striving hard to provide quality service to its valued customers. The Portal has already been launched in A. games.

T.I. (Kuldeep Goyal) BSNL Comparison with others 36 B. We look forward to your continued patronage with us. MEERUT . We reaffirm our commitment to empower our customers with world class state-of-the art services at affordable rates.I thank our all esteemed customers for the faith reposed in our services.

MEERUT . Basic Telephone Services The Plain old. Subsequently.I.PHONE PLUS SERVICES Gone are the days when basic telephones was used only to make and receive calls. Multicasting. Broadcast application etc will be added. BSNL offers you a host of phone plus services. With the aid of state-of-the-art digital exchanges. Video-on-Demand.T. BSNL launched DataOne broadband service in January 2005 which shall be extended to 198 cities very shortly.per month only. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions. other services such as VPN. The minimum speed offered to the customer is 256 Kbps at Rs. BSNL Comparison with others 37 B. 500/.000 electronic exchanges. converting your old basic telephones to a sophisticated tool which can be used for a variety of applications. The service is being provided on existing copper infrastructure on ADSL2 technology. Countrywide telephone Service through 32. Video Conferencing.

MEERUT . BSNL also offers Web hosting and co-location services at very cheap rates. CLI based access (no account is required) and DIAS service. I-Net India’s x.25 based packet Switched Public Data Network is operational in104 cities of the country. using this you can make calls to a person in UK. 4. for web browsing and E-mail applications.50/.T. BSNL has customer base of more than 1.7 million for sancharnet Internet Telephony service is also started under the brand name . Canada and many more countries for as cheap as Rs. It can also facilitate both desktop video and high quality video conferencing Intelligent Network Intelligent Network Service (In Service) offers value-added services. You can use your dialup sancharnet account from any place in India using the same access no '172233' . data and image transfer over the same line.Internet Keeping the global network of Networks networked. It offers x. the facility which no other ISP has. the countrywide Internet Services of BSNL under the brand name includes Internet dial up/ Leased line access. ISDN Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice. USA.per minute only.25 x.I.28 Dial up (PSTN) Connection) and frame BSNL Comparison with others 38 B.28 leased. x.

2 million.relay services. Short Message Service (SMS) both national and international.T.I. CellOne provides all the services like MMS. E-mail. Voice Mail. medium and low speed leased data circuits as well as dial-up lines. GPRS. It offers a choice of high. unified messaging service (send and receive e-mails) etc. BSNL Comparison with others 39 B. Wireless in Local Loop 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. 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). You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. Bandwidth is available on demand in most cities. Leased Lines & Datacom BSNL provides leased lines for voice and data communication for various application on point to point basis. Cellular Mobile Service BSNL’s GSM cellular mobile service Cellone has a customer base of over 5. It has got coverage in all National and State Highways and train routes. MEERUT .

07.824 on 32.2008 Transmission Systems as on 10.05.2007 Transmission Systems Digital (Route kms) (Route kms) Coaxial 6.024 Microwave 50.544 on 3.I.07.484 on 35.Telephone Basic Telephone (Bfone) as Total Number of connections 10. STD and Highway) as Total Number of Public Telephones 10.82.2008 Village Public Telephones as Total Number of Telephones 10.07.2008 WLL (Tarang) as Total Number of connections 10.457 on 20.130 Optical Fiber 5.354 Satellite Based Services (as on 10.T.07.31.07.07.99.011 113 99/24 BSNL Comparison with others 40 B.2008) MCPC-VSATs IDR Systems (2 Mb/ 8 Mb) on 5.199 UHF 45.17. MEERUT .2008 Public Telephones (Local.49.53.2008 STD Stations as Number of STD Stations 10.

• RELIANCE INFOCOM. BSNL Comparison with others 41 B. MEERUT .PRIVATE LANDLINE PROVIDER • TATA INDICOM.T.I.

T.I. MEERUT .TATA INDICOM PRIVATE LANDLINE PROVIDER BSNL Comparison with others 42 B.

INTRODUCTION Tata Teleservices is part of the INR 64. With an investment of over INR 9.I.350 Crore (US$14. MEERUT . Mumbai. Himachal Pradesh. Orissa. Madhya Pradesh and West Bengal. Incorporated in 1996. Punjab. Tata Teleservices spearheads the Group's presence in the telecom sector. Kerala.8 BSNL Comparison with others million. which heralded convergence technologies in the Indian telecom sector.3 billion) Tata Group. Chennai.Crore (US$ 2 billion) in this sector in the next two years. Starting with the major acquisition of Hughes Tele. Tata Teleservices operates in 20 circles i. The investment in the company as of March 2004 totals INR 5995 Crore (US$ 1200 million). Delhi. Uttar Pradesh (W). Maharashtra. Bihar. The company has a customer base of over 3 million. Kolkata. The Tata Group plans an additional investment of around INR 9000/. is today the market leader in the fixed wireless telephony market with a customer base of 1. Rajasthan. Tamil Nadu. Haryana. Andhra Pradesh.T.000 Crore (US$ 2 billion) in Telecom. that has over 90 companies. Karnataka. Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Gujarat. 43 B.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002.16 million shareholders. the company has swung into expansion mode. Uttar Pradesh (E).e. The company. the Group has a formidable presence across the telecom value chain.000 employees and more than 2. over 210.

With the latest initiative. Tata Teleservices will offer world-class technology and user-friendly services to over 1000 cities in 20 circles by March 2005. MEERUT . With an ambitious rollout plan both within existing circles and across new circles. Tata Indicom has opened up new frontiers for the Indian prepaid customers by offering 1-second pulse and 100 % talk time on True Paid.I. the company serves more than 3 million customers in over 824 towns. BSNL Comparison with others 44 B. across all its existing 20 circles.T. Today.Tata Teleservices has recently. marked its entry into the Prepaid segment by launching 100 % Sacchai True Paid.

Get yourself the Tata Indicom Landline Services based on the state of the art Optical Fiber Cable-based backbone.TATA INDICOM PHONE Tata Indicom offers you almost instant phone connections. fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. MEERUT .I. This gives you trouble-free and faster connectivity. your telephone is connected to the Tata Indicom exchange by a combination of high technology fiber-optic cables and copper cables. Global standard today.T. Superior Voice Clarity Instant and hassle-free connection Accurate billing Secure and tamper-proof lines Responsive and friendly services 24*7 friendly customer service If you take a wireline connection. BSNL Comparison with others 45 B.

your telephone is connected to the Tata Indicom exchange by a combination of high technology Fiber-optic BSNL Comparison with others 46 B.For Your home Tata Indicom offers you almost instant phone connections. This gives you trouble-free and faster connectivity.T. fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. MEERUT . Tata Indicome Phone Connection Advantage: Superior Voice Clearity Instant and hassle-free connection Accurate billing Secure and tamper-proof lines Responsive and friendly services 24*7 friendly customer service cables and copper cables. If you take a wireline connection. Get yourself the Tata Indicom Landline Services based on the state of the art Optical Fiber Cable-based backbone.I. A global standard today.Phone Connection 1.

For Small Medium Business Get a phone connection almost instantly. fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds.For Enterprises Tata Indicom offers you almost instant phone connections.I. Get Tata Indicom Land Line connection based on the state of the art Optical Fiber Cable-based backbone. If you take a wire-line connection. fiberoptic cables enable our network to handle higher capacities of load as compared to ordinary cables. Wire-line telephones are connected to the Tata Indicom exchange by a combination of high technology fiber-optic cables and copper cables. A global standard today. This gives you trouble-free and faster connectivity BSNL Comparison with others 47 B.T. and at much higher transmission speeds. A global standard today. your telephone is connected to the Tata Indicom exchange by a combination of high technology fiber-optic and copper cables. Get Tata Indicom Landline Phone services based on the state of the art Optical Fiber Cable-based backbone. This gives you trouble-free and faster connectivity. Enjoy greater voice clarity and say goodbye to excessive billing. Enjoy greater voice clarity and say goodbye to excessive billing.2. 3. MEERUT .

PRODUCTS AND SERVICES Tata Indicom offers a complete range of affordable telecom solutions for your home and business needs.I. We have a wide-range of product and service offerings to meet every need of yours: Voice Tata Indicom Mobile Tata Indicom Push-To-Talk Service Tata Indicom Walky Tata Indicom Fixed Wire Phone Connection Tata Indicom ISDN Services Tata Indicom Centrex Tata Indicom E1 Links Tata Indicom Basic/Primary Rate ISDN Tata Indicom Managed Leased Lines Tata Indicom Direct Inward Dialling (DID) Tata Indicom Public Phone Booth Tata Indicom Voice Reminder Services Data BSNL Comparison with others 48 B. Be it Tata Indicom mobile. Broadband services or Centrex. Public Phone booths.T. endeavoring to make your life comfortable and hassle free. Smart Wireless Service. we are present in every sphere of the telecommunications market. MEERUT .

I.Tata Indicom Shared and Dedicated Internet Bandwidth Tata Indicom Virtual Private Networks (VPN) Tata Indicom Hosting Services Tata Indicom Internet Access Solutions Tata Indicom ADSL & DSL Internet Tata Indicom Post-Paid Internet connection Tata Indicom Broadband Internet Services Tata Indicom Corporate Dial Up Tata Indicom Corporate Internet ISDN Tata Indicom Internet Private Leased Circuits(IPLC) Tata Indicom Internet leased lines (ILL) Tata Indicom Managed Data Network Services (MDNS) Tata Indicom INMARSAT Tata Indicom TV Uplink Tata Indicom Internet Data Centers Tata Indicom NLD leased line Tata Indicom Conference Services Tata Indicom Conference Call Service Tata Indicom Web Conference Service BSNL Comparison with others 49 B. MEERUT .T.

MEERUT .T.RELIANCE INFOCOM PRIVATE LANDLINE PROVIDER BSNL Comparison with others 50 B.I.

INTRODUCTION
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (19322002) dream to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India's vast population. "Make the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for Reliance Infocomm in late 1999. He saw in the potential of information and communication technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment. Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the entire country. The Reliance Infocomm pan-India network was commissioned on December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July - 6, 2002. Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire line) and convergent (voice, data and video) digital network, designed to offer services that span the entire Infocomm value chain - infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India.

BSNL Comparison with others

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B.I.T. MEERUT

DHIRUBHAI'S DREAM

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the Global Fortune 500 list. This achievement is even more significant due to the fact, that the entire growth was achieved in an organic manner and in a span of just 25 years. The corporate philosophy he followed was short simple and succinct - "Think big. Think differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to do better than the best - not only in India but also in the world. Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that education alone empowers people. He was a great communicator. He communicated to inspire, to guide, to educate and to motivate. power of information and communications. He would often say: "make the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility". He wanted a telephone call to be cheaper than a post card. This, he believed, would transform every home, empower every Indian, remove the roadblocks to opportunity and demolish the barriers that divide our society. Dhirubhai Ambani was of the conviction that infocomm would energies enterprises, galvanize governance, make livelihood an enjoyment, learning an experience, and living an excitement.

BSNL Comparison with others

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B.I.T. MEERUT

Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major initiative to translate his inspiring dream into reality Vision "We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".

Business Reliance Infocomm will offer 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 applications that will enhance productivity of enterprises and individuals. Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and

BSNL Comparison with others

53

B.I.T. MEERUT

for the third successive year in a TNS Mode survey for 2003.000 crore (US$ 22.T.4 billion) and exports of Rs 15. and intermediates). refining and marketing. MEERUT . The Group's activities span exploration and production (E&P) of oil and gas. telecom and infocom initiatives.500 crore (US$ 2. financial services and insurance. polymers. textiles.communication in the hands of the people of India at affordable costs. Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers.900 crore (US$ 3. Reliance Group The Reliance Group founded by Dhirubhai H. Reliance emerged as India's Most Admired Business House. hospitals.5% of India's GDP. businesses.6 billion). power. Reliance Group revenue is equivalent to about 3.6 billion). Ambani (1932-2002) is India's largest business house with total revenues of over Rs 99. BSNL Comparison with others 54 B.8 billion).I.1 million . net profit of Rs 6. government and public sector organizations. Reliance is trusted by an investor family of over 3. cash profit of Rs 12. petrochemicals (polyester.India's largest. The Group contributes nearly 10% of the country's indirect tax revenues and over 6% of India's exports.200 crore (US$ 1. The Group exports its products to more than 100 countries the world over.

Fixed Line Phone (FLP) Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP).Features NextGen Caller ID Speaker Phone 3-way Conferencing Delayed Hotline Call Forwarding Call Transfer Direct Internet Access Alarm Call BSNL Comparison with others 55 B. This has been made possible through 'Intelligent FSK' signaling. What's available as a result is 'NextGen Phone with unique features' Benefits 1. Moreover the single touch intelligent menu driven interface lets you use all the Reliance FLP features without having to remember the feature activation codes.Competitive Call Rates: 4. a first time in India. MEERUT .Enhanced convenience: Fixed Line Phone (FLP) .RELIANCE INDIA PHONE 1.T.I.Zero Effective Rentals: 2.Feature Packed Service at No Extra Cost: 3. that makes a host of intelligent features possible on our fixed line phones..

Parallel Connection Facility 4.Mobile Phone's Features 4.No Wires Attached 2.Fixed Wireless Phone (FWP) 1. MEERUT .No Wires Attached FWT – Features Connect to standard telephone/cordless Connect to PBX Connect to PC Internet access Parallel connection facility Secure tap proof connection 3 way call conference Speed dialing Voice mail Facility Hotline Call wait / call hold Call divert Alarm BSNL Comparison with others 56 B.T.Great Savings 2.2.Wireless Internet (R Connect) 3.Zero Effective Rentals 3.I.Zero effective Rentals Fixed Wireless Terminal (FWT) 1.

ISDN BRI ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with communication solutions encompassing voice. MEERUT . High speeds 3.T.a Business-class Centrex . data and Internet over a single line at speeds up to 128 Kbps.Speeds up to 128 Kbps 4. Introducing the Reliance Smart Office .4.Quick call set up.which offers carrier grade reliability and scalability coupled with the benefits of outsourcing.Outsourcing benefits BSNL Comparison with others 57 B. You can choose to either have one data channel of 128 Kbps.Carrier grade Reliability & scalability 3. BENEFITS 1. two channels 2. Benefits of Reliance Smart Office 1.One line.Digital security 5.Smart Office Your office can now get the digital PBX functionality without having to invest in and maintain any equipment.Multi-Office solution 4.Digital PBX functionality 2. or have two seperate channels of 64 Kbps each for voice and data.I.

Secretary Working PC based Attendant Console NextGen Caller ID Speakerphone Delayed Hotline BSNL Comparison with others 58 B. or Forward all incoming calls Voice Mail Absentee Subscriber Service 10-party conference Manager. MEERUT .T.I.Smart Office – Features Call Management features • • • Call Forward on Busy Call Forward on No reply.

MEERUT . BSNL Comparison with others 59 B.T.6.Analog Trunk Solutions Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle to remember multiple telephone numbers of your office? Do the free calls on some of your phone lines remain unused? If any of these problems are bothering you then Reliance Analog Trunk Solutions is perfect for you.I.

I.Benefits of Reliance Analog Trunk Solutions 1.Features NextGen Caller ID Speakerphone. Competitive call rates Community Phone . MEERUT .T.Optimise Spends 2. 3-way Conference Mobile Phone Features Quick Dialing BSNL Comparison with others 60 B.Community Phone Benefits of Reliance Community Phone 1.Single Hunting Number 3. Zero effective rentals 3. Feature-packed service at no extra costs 4.Single bill option 7. Intercom and Landline on a single telephone 2.Shared Commitment Plan 4.Better call rates at lesser commitment 5.

I.Digital quality 3. MEERUT .Direct Line for every user 2.Saving on recurring costs 4.No congestion or busy signals BSNL Comparison with others 61 B.E1 DID digital channels over a 4-wire system. outgoing or two-way. BENEFITS 1.8. allowing effective management of voice traffic.Direct Line Number Display (DLND) 5. Each channel can be configured as incoming.T.Enhanced service Availability 6.

T.STATEMENT OF PROBLEM BSNL Comparison with others 62 B. MEERUT .I.

heavy expenses in the installing of infrastructure of the telecom. In my study I found the different problems these are. 2. MEERUT . it was estimated that 10-15 years after the introduction of mobile telephony. Consumers opt for landline connection for status but not as communication means. in the growing field of mobile .T. BSNL Comparison with others 63 B. there were gaps which have since then been slowly corrected. 3.STATEMENT OF PROBLEM Telecom liberalization began early in the 1990s when the sector was thrown open to the private sector. India can today boast of an infrastructure that is comparable to the best in the world. 1. like most new things initially.I.landline phone are outdated. mobile customers would plateau at about 50 per sent of the fixed telephone . In the mid 1990.

MEERUT .METHODOLOGY BSNL Comparison with others 64 B.T.I.

MEERUT .T.Objective of the study Research design Sample design Data collection Data analysis Reporting of findings BSNL Comparison with others 65 B.I.

Observation design: .the procedure to be used must be carefully planned.Pre plan design for analysis. 66 B. what he wants to measure and must find adequate methods for it along with a clear cut ‘population’ he wants to study Since the aim is to obtain complete and accurate information in the said studies . MEERUT Over all design: -Rigid design. DISCRIPTIVE RESEARECH DESIGN Descriptive research studies are those studies. • • • • data. the researcher must be ale to define clearly. Statically Design: .I. which are concerned with. • Operational design: .Structure or well out instruments for collection of BSNL Comparison with others .RESEARECH DESIGN A research design is a arrangement of conditions for collection at analysis of data in manner that combines relevance to the research purpose with economy in processor. Sampling design: -Probability sampling design random sampling.T.Advance design about operational processor. In descriptive as well as in diagnostic studies. The research design must make enough provision for protection against bias and must maximize reliability with due concern for the economical completion of the research study &must focus attention of the following NEED OF RESEARCH DESIGN: Research design is needed because it facilitate the both smooth saling of various research operation there by making research is efficient as possible yielding maximum information with minimum expenditure of time and money. described the characteristics of particular individual..

• • Selecting the sample (how much material will be needed).I. MEERUT . It provides information that helps executive make rational decision. Collective the data (where can be required data can be found and with what time period should the data be related. Formulating the objective of study (What the study is about and why it is being made) • Designing the method of data collection (What technique of gathering data will be adopted. Descriptive method are commonly use of direct basis of marketing.T.• Descriptive research design are those studies are consult with describing the characteristics of particular individual or of a group. It is ensure minimum byes. Reporting and finding. PROCESS OF RESEARCH DESIGN • . it refers to the technique or the procedure adopted In selecting items for the sample. The main constituents of the sampling design below• • • Sampling unit Sample size Sampling procedures BSNL Comparison with others 67 B. SAMPLING DESIGN A Sample design is a definite plan for obtaining a sample from a given population .) • • Processing and analysis of data.

50 SAMPLING PROCEDURE The procedure to choose the respondents to obtain a representative sample a nonprobability sampling technique is applied for the target market. who is to be surveyed – • Consumer SAMPLE SIZE It is the substantial portions of the target population that are sampled achieve reliable results. BSNL Comparison with others 68 B.T.I.SAMPLING UNIT A sampling framework i. MEERUT . developed for the target population that will be sampled i. Judgment Sampling To select population member who are good prospects for accurate information.e.e. Non-Probability Sampling It is a purposive sampling which deliberately chooses the particular units of the universe of constituting a sample on the basis that the small mass that they so select out of a huge one will be typical or representative of the whole. • Consumer .

MEERUT .T.I. BSNL Comparison with others 69 B.DATA COLLECTION • PRIMARY DATA. • SECONDARY DATA.

During the whole period a list of different respondent scattered around whole of the Banaras gets visited. Often referred as schedule. MEERUT . The data collection process starts right day till the final day on the field. BSNL Comparison with others 70 B.I. The primary data to be collected for the study are---- • By Questionnaire: - Questionnaire is a formularized instrument for as kind information directly from a respondent and concerning behavior demography characteristics level of knowledge and or attitude believes and feelings. which has to be.DATA COLLECTION The data collection process is the predefined task that I have to undergo.T. There are several ways of collecting appropriate data that differ considerably in context of money.result in a better appreciation of the problems. completed an interviewer. which are collected afresh and for the first time and happen to be original in character. time cost and other resources at the disposal of researcher. The tools used for data collection are as: PRIMARY DATA The primary data are those data. A questionnaire form. The term questionnaire is a list of obtaining specific information about a defined problem so that the data after analysis & interpretation .

state and local governments. economists etc.T. • Reports prepared by research scholars. and other sources of published information. BSNL Comparison with others 71 B. in different fields. banks. historical documents.I. Reports and publications of various associations connected with business and industry. universities. letters. stock. The pattern used is Structured and indirect Interview. Various publications of foreign government or of international bodies and their subsidiary organization. MEERUT . unpublished biographies and auto. exchange etc. • • Various publication of the central.Secondary data are those which have already been collected by some one and which have already passed through statically process. SECONDARY DATA: . • Public’s records and statistics. The sources of unpublished data are many. they may be found in diaries. • • • Technical and trade journals: Books magazines and newspapers.• By Personal Interview:- Under this method of collecting data there is face to face context with the person from whom the information is obtained.

T.I.LIMITATION & FINDINGS BSNL Comparison with others 72 B. MEERUT .

• Success and effectiveness mainly depends on the co-operation of the respondents. BSNL Comparison with others 73 B. • • • Unwillingness of respondent to provide information.I.LIMITATION Despite the fact that the questionnaire method is widely used in marketing research it has several important limitations. Inability of respondent to provide. MEERUT . • In many situations researcher is not in a positions to detect the respondents is bias. • • • Non-response rate is very high.T. Questionnaire can be administered to respondents who has considerable amount of education. • Unintelligent answers or misinterpretation of any questions by the respondents could not be corrected. Cost constraint Time consumption.

Most of the respondent influence by their friends. MEERUT . Good connectivity is the factor.FINDINGS • • • • • • • Most of the respondents have a landline phone. Customers are very much unaware with private services. 35% respondents are facing the problem from the landline phone due to disturbance in the line during the call.T. 40% respondents are aware about the private landline provider. BSNL Comparison with others 74 B.I. Some other private competitors also giving strong resistance. • • • Some customers are fed up with the services of BSNL. which influence most purchasing landline connection. Customer are very much stick to the previous services. Network at each & every place not their. • • 45% respondent have purpose to purchase the landline for home use. • • • 53% respondents are satisfied with their landline phone. BSNL is the market leader in the landline phone. More than 50% respondents are unaware about the different scheme provided by BSNL & Private landline provider. Economic aspect also lies in the surface area of mind.

T. MEERUT .I.DATA REPRESENTATION BSNL Comparison with others 75 B.

of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 42 30 28 100 BSNL Comparison with others 76 B. MEERUT .Availability of land line Phone TABLE–1 PRIMARY DATA Landline Phone Yes No Total Landline provider No.T.I. of Respondent 41 09 50 SAMPLE SIZE-50 Percentage 82 18 100 TABLE–2 PRIMARY DATA Landline Connection BSNL Reliance Tata Total No.

MEERUT . of Respondent SAMPLE SIZE-50 Percentage BSNL Comparison with others 77 B.Awareness of Private landline provider TABLE–3 PRIMARY DATA Private Landline Phone Aware Unaware Undeciding Total 21 15 14 50 42 30 28 100 No.I.T.

I. MEERUT .T. fear of theft/loss Evan layman operate it Total 50 100 No. of Respondent 27 03 07 08 05 SAMPLE SIZE-50 Percentage 54 06 16 16 10 By which medium they come to know about existing landline BSNL Comparison with others 78 B.Consider the landline is better than Mobile TABLE–4 PRIMARY DATA Better Landline Phone Economic Service has new improved Easy in reach No.

MEERUT .TABLE–5 PRIMARY DATA SAMPLE SIZE-50 Mediam Advertising Friends Family members Others Total No.T. of Respondent 08 24 12 06 50 Percentage 16 48 24 12 100 Purpose to purchase landline phone TABLE–6 PRIMARY DATA Purpose Official use Home Status symbol Total No. of Respondent 17 23 10 50 SAMPLE SIZE-50 Percentage 34 46 20 100 BSNL Comparison with others 79 B.I.

I. of Respondent 19 23 02 06 00 50 SAMPLE SIZE-50 Percentage 38 46 04 12 00 100 Problems they are facing from landline phone BSNL Comparison with others 80 B.T.Factors which influence most at purchasing of landline connection TABLE–7 PRIMARY DATA Factors Economic call rate Good connectivity Tones ID caller Colors Total No. MEERUT .

I. MEERUT .T.TABLE–8 PRIMARY DATA Problem Disturbance in lines during calls Cross connection Errors in bill Complaints are attended very late Instrument problem Total 50 100 No. of Respondent 17 07 09 13 04 SAMPLE SIZE-50 Percentage 34 14 18 26 8 BSNL Comparison with others 81 B.

MEERUT . of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 70 22 08 100 BSNL Comparison with others 82 B.T.Satisfaction with their landline TABLE–9 PRIMARY DATA Satisfaction BSNL Reliance Tata Total No.I. of Respondent 27 15 08 50 SAMPLE SIZE-50 Percentage 54 30 16 100 Awareness about different scheme provider by BSNL & private landline provider TABLE–10 PRIMARY DATA Different scheme BSNL Reliance Tata Total No.

of Respondent 31 12 07 50 SAMPLE SIZE-50 Percentage 62 24 14 100 Which landline providing better after sale service TABLE–12 PRIMARY DATA After sale service BSNL Reliance Tata Total No.I.Respondent choice of connection if he gets a chance to get new connection TABLE–11 PRIMARY DATA New Landline Connection BSNL Reliance Tata Total No. MEERUT No. of Respondent SAMPLE SIZE-50 Percentage .T. of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 70 22 08 100 Satisfied after sale service with existing landline phone TABLE–13 PRIMARY DATA Satisfied sale service Yes No BSNL Comparison with others 15 35 83 30 70 B.

MEERUT .I.T.Total 50 100 Problem facing by consumer from the different landline provider TABLE–14 PRIMARY DATA Problems Connectivity Billing After sale service Problem in instrument Which is the better landline option BSNL% 35 36 28 26 SAMPLE SIZE-50 Reliance % 11 10 15 13 Tata % 04 04 07 11 BSNL Comparison with others 84 B.

of Respondent 04 15 13 18 50 SAMPLE SIZE-50 Percentage 08 30 26 36 100 Private landline provider offer better services as compared BSNL TABLE–17 PRIMARY DATA Better Private service Yes BSNL Comparison with others 37 85 74 B.I. of Respondent 24 16 10 50 SAMPLE SIZE-50 Percentage 48 32 20 100 Expectation toward the attributes of landline phone TABLE–16 PRIMARY DATA Expectation Portable Economic Good connectivity Call rate Total No. of Respondent SAMPLE SIZE-50 Percentage .TABLE–15 PRIMARY DATA Better option of landline BSNL Reliance Tata Total No.T. MEERUT No.

T. of Respondent SAMPLE SIZE-50 Percentage Consider about the future of landline in India TABLE–20 BSNL Comparison with others 86 B.No Total 13 50 26 100 Awareness about charges of private landline provider TABLE–18 PRIMARY DATA Amount awareness Yes No Total No.I. MEERUT . of Respondent 13 37 50 SAMPLE SIZE-50 Percentage 24 74 100 Rating by consumer about different landline land line provider TABLE–19 PRIMARY DATA Better option of landline BSNL Reliance Tata Total 35 11 04 50 70 22 08 100 No.

of Respondent SAMPLE SIZE-50 Percentage 22 60 10 08 100 ANALYSIS OF DATA BSNL Comparison with others 87 B. MEERUT .PRIMARY DATA Future of landline in India Good Excellent Bad Worst Total 11 30 05 04 50 No.T.I.

MEERUT . the application of these calories to raw data through coding tabulation and then drawing. Tabulation was a part of the technical procedure where in the classified data are put in the form of tables. Editing was the procedure that improves the quality of data for coding with the stage was ready for tabulation. BSNL Comparison with others 88 B.T.I. Statistical inferences: 1) Coding 2) Editing 3) Tabulation Coding operation is usually done at this stage through which the categories of data was transfer into symbols that may be tabulated add counted.ANALYSIS OF DATA After data have been collected researcher turns to the task of analysis them. The analysis of the task of closely related option such as establishment of categories.

• 18% Respondent have not landline Phone.I.GRAPH-1 Availability of land line Phone % Respondent 100 80 60 40 20 0 yes no % 18 82 • 82% Respondent have the landline Phone. BSNL Comparison with others 89 B. GRAPH-2 Landline provider % Respondent 80 60 40 20 0 BSNL Reliance Tata 22 8 % 70 • 70% Respondent have BSNL landline Phone. • 22% Respondent have Reliance landline Phone. MEERUT .T. • 8% Respondent have Tata landline Phone.

• 44% Respondents are aware about private landline Phone 30% Respondents are unaware about private landline Phone provider.I. BSNL Comparison with others 90 B. • 28% Respondents are undeceiving about private landline Phone provider. MEERUT .T.GRAPH-3 Awareness of Private landline provider % Respondent 50 40 30 20 10 0 Aware Unaware Undecinding 42 30 28 % • provider.

• 14% Respondent consider landline better than mobile because it is easy in reach.I. • 16% Respondent consider landline better than mobile there is no fear of theft/loss.T.GRAPH-4 Consider the landline is better than Mobile % Respondent 60 50 40 30 20 10 0 % 6 14 16 54 Economic Service has new improved Easy in reach 10 No fear of theft/loss Even layman operate it • 54% Respondent consider landline better than mobile for economic purpose. MEERUT . • 10% Respondent consider landline better than mobile because even layman can operate it. BSNL Comparison with others 91 B. • 6% Respondent consider landline better than mobile because service has now improved.

• 24% Respondents are aware about existing landline Phone provider through family member.T. MEERUT . • 12% Respondents are aware about existing landline Phone provider through others. • 48% Respondents are aware about existing landline Phone provider through friends.I. BSNL Comparison with others 92 B.GRAPH-5 By which source they come to know about existing landline % Respondent 60 50 40 30 20 10 0 48 24 12 % 16 Advertising Family member Friends Others • 16% Respondents are aware about existing landline Phone provider through advertising.

• 46% Respondents have the purpose to purchase to landline Phone for off home use. MEERUT .I.T. • 34% Respondents have the purpose to purchase to landline Phone for status symbol.GRAPH-6 Purpose to purchase landline phone % Respondent 50 40 30 20 10 0 Official use Home use Status symbol 34 20 % 46 • 34% Respondents have the purpose to purchase to landline Phone for official use. BSNL Comparison with others 93 B.

which influence most at purchasing of landline connection % Respondent 50 40 30 20 10 0 % 4 12 0 Colors 46 38 Economic call rate Good connectivity Tones ID caller • call rate.I. 12% Respondents are influenced most by the ID caller. 0% Respondents are influenced most by the Colors.T. • • • 38% Respondents are influenced most by the Economic 46% Respondents are influenced most by the Good 04% Respondents are influenced most by the Tones. MEERUT .GRAPH-7 Factors. • connectivity. BSNL Comparison with others 94 B.

• 26% Respondents are facing the problem of complaints are attended very late.T. • 08% Respondents are facing the problem in instrument.GRAPH-8 Problems Respondents are facing from landline phone % Respondent 40 35 30 25 20 15 10 5 0 34 26 14 18 8 Disturbance in line during call Problem of cross connectivity Errors in bills send to the customer Complaints are attended very late by telephone dept. MEERUT .I. BSNL Comparison with others 95 B. Problem in the instrument % • 34% Respondents are facing the problem of disturbance in line during call. • 18% Respondents are facing the problem of errors in bill 14% Respondents are facing the problem of cross send to customer. • connectivity.

I. BSNL Comparison with others 96 B. MEERUT .T. 24% Respondents are satisfied with Tata.GRAPH-9 Respondent Satisfied with their landline % Respondent 60 40 20 0 BSNL Reliance Tata 54 30 16 % • • • 54% Respondents are satisfied with BSNL. 22% Respondents are satisfied with Reliance.

MEERUT .GRAPH-10 Awareness about different scheme provider by BSNL & private landline provider % Respondent 80 60 40 20 0 BSNL Reliance Tata 22 8 % 70 • • 70% Respondents are aware about different scheme provided BSNL. • 08% Respondents are aware about different scheme provided by Tata.I. • 22% Respondents are aware about different scheme provided by Reliance.T. BSNL Comparison with others 97 B.

MEERUT . • 14% Respondent are in favour of adopting Tata connection if they gets a chance to get new connection.GRAPH-11 Respondent choice of connection if he gets a chance to get new connection % Respondent 80 60 40 20 0 BSNL Reliance Tata 24 % 14 62 • 62% Respondent are in favour of adopting BSNL connection if they gets a chance to get new connection. BSNL Comparison with others 98 B.T. • 24% Respondent are in favour of adopting Reliance connection if they gets a chance to get new connection.I.

I. MEERUT . • 22% Respondent of this opinion that Reliance provide better after sale service.T. • 08% Respondent of this opinion that Tata provide better after sale service.GRAPH-12 Which landline providing better after sale service % Respondent 80 60 40 20 0 BSNL Reliance Tata 22 8 % 70 • 70% Respondent of this opinion that BSNL provide better after sale service. BSNL Comparison with others 99 B.

• 30% Respondents are satisfied with their existing landline 70% Respondents are unsatisfied with their existing landline phone.GRAPH-13 Satisfied after sale service with you existing landline phone % Respondent 80 60 40 20 0 Yes No 30 % 70 • phone.T. BSNL Comparison with others 100 B.I. MEERUT .

• • from BSNL.GRAPH-14 Problem facing by consumer from the different landline provider % Respondent 80 60 40 20 0 70 22 74 56 8 20 billing 8 30 14 after sale service 54 2622 problem in instrument BSNL Reliance Tata • BSNL. 20% Respondent are facing problem of billing from 08% Respondent are facing problem of billing from Tata. • Reliance.I.T. MEERUT . • Tata • • Reliance. 56% Respondent are facing problem of after sale service BSNL Comparison with others connectivity 101 B. 70% Respondent are facing problem of connectivity from 22%Respondent are facing problem of connectivity from 08% Respondent are facing problem of connectivity from 74% Respondent are facing problem of billing from BSNL.

T. • option. MEERUT 32%espondent have opted Reliance better landline phone .I. 22% Respondent are facing problem of instrument from 26% Respondent are facing problem of instrument from 54% Respondent are facing problem of instrument from 14% Respondent are facing problem of after sale service GRAPH-15 Which is the better landline option % Respondent 60 50 40 30 20 10 0 48 32 20 % BSNL Reliance Tata • 48% Respondent have opted BSNL as a better landline phone option. • Tata.• 30% Respondent are facing problem of after sale service from Reliance. • from Tata • BSNL. BSNL Comparison with others 102 B. • Reliance.

• 20% Respondent have opted Tata as a better landline phone option.T. BSNL Comparison with others 103 B. MEERUT .I.

I. BSNL Comparison with others 104 B. 30% Respondents want their landline to be Economic. 26% Respondents want their landline to be Good 36% Respondents want their landline to be Call rate. MEERUT . • 08% Respondents want their landline to be Portable.T.GRAPH-16 Expectation toward the attributes of landline phone % Respondent 40 30 20 10 0 % 8 36 30 26 Portable Economic Good connectivity Call rate • • • connectivity.

I. do not provide better service as compared BSNL. MEERUT . provide better service as compared BSNL. • 26% Respondents are of this opinion that private landline co.T.GRAPH-17 Private landline provider offer better services as compared BSNL % Respondent 80 60 40 20 0 Yes No 26 % 74 • • 74% Respondents are of this opinion that private landline co. BSNL Comparison with others 105 B.

• 26% Respondents are unaware about the charged by private landline provider.I. BSNL Comparison with others 106 B.GRAPH-18 Awareness about charged by private landline provider % Respondent 80 60 40 20 0 Yes No 26 % 74 • 26% Respondents are aware about the charged by private landline provider. MEERUT .T.

T.I.GRAPH-19 Rating by consumer about different landline land line provider % Respondent 80 60 40 20 0 BSNL Reliance Tata 22 8 % 70 • • • 70% Respondents are give rating to BSNL. MEERUT . 08% Respondents are give rating to Tata. 22% Respondents are give rating to Reliance. BSNL Comparison with others 107 B.

T. • 08% Respondents considered the future of landline in India as worst. MEERUT . • 60% Respondents considered the future of landline in India as excellent.I. • India as bad. 10% Respondents considered the future of landline in BSNL Comparison with others 108 B.GRAPH-20 Consider about the future of landline in India % Respondent 80 60 40 20 0 Good Excellent Worst Bad 22 8 10 60 % • 22% Respondents considered the future of landline in India as good.

MEERUT .I.T.CONCLUSION & RECOMMANDATION BSNL Comparison with others 109 B.

The factors affection consumer buying behavior is change according to their income effect .CONCLUSION The result of the study can be useful for the telephone provider companies. student . BSNL Comparison with others 110 B. I have segmented the survey in three categories i. Student are much attracting by the mobile phone. MEERUT .e. self employed & serviceman.I.T. Serviceman & self employed are giving preference to average low maintenance & price in comparison to looks colors & brand image. Serviceman wants to purchase a landline phone for home use. They wants to purchase on financed influence by cash sales promotion schemes students are using their mobile for fun & joy.

The private landline company should make attractive advertising campaign.I.T.RECOMMANDATION • Brand promotion scheme must be made more attractive than the offer given in campaign. MEERUT . BSNL Comparison with others 111 B. • • • Landline phone provider should try to give better services. • • Educating the customer regarding the usage of phone. the frequency of advertisement of private landline has to be increase. To increase the percentage of reach. The private landline provider should create awareness among the customer.

I.T.ANNEXURE • QUESTIONNAIRES BSNL Comparison with others 112 B. MEERUT .

you come to know about this connection (Phone). By which medium. What is your purpose to purchase this connection? For official use This is a status symbol BSNL Comparison with others 113 B.6.I. Do you have a landline Phone? Yes Q.5.T.2. Which connection do you have? No BSNL Reliance Tata Indicom Q.Name: Occupation: Address: Q.1.3.4. Why do you consider that landline phone is better than the mobile phone? Economy Service has new improved Easy in reach as it is installed Q. Advertising Family members Friends Others No fear of theft/loss Even layman pirate it Unawareness Q. MEERUT For fun . Are you aware about Private landline provider? Awareness Undeceiving Q.

Q.8.T. which influence most at the purchasing of landline connection? Economic call rate. If you have a chance to purchase a new connection of landline phone which will you prefer? BSNL Reliance Tata Indicom Unawareness Tata Indicom Tones Caller ID BSNL Comparison with others 114 B. MEERUT .10.9. Are you aware about the different scheme provided by BSNL and Private landline provider? Awareness Undeceiving Q. What type of problem you are facing with your landline phone? Disturbance in lines during calls Problem in the instrument Problem of cross connectivity Errors in bills send to the customer Complaints are attended very late By telephone deptt. Q. Are you satisfied with your landline? BSNL Reliance Q.I.7. What are the factors.11. Good connectivity Colors Q.

Are you satisfied with your landline service provider in case of after sale service? Yes No Tata Indicom Q. MEERUT . BSNL Reliance Q.Q.14.15.I.T. According to you which is better option. can offer you better services as compared to BSNL? Yes Q.13. If yes/no please mention the reason? ------------------------------------------------------------------------------------------------------------------------------------------------------------------No Economic Call rate Tata Indicom BSNL Comparison with others 115 B. Which landline service provider are providing better after sale services? BSNL Reliance Q. Do you think that private landline co.17.16. Would you like to tell me your Expectation towards the attributes of land line? Portable Good connectivity Caller ID Q.12.

Q. MEERUT .19. How do you consider the future of landline in India? Good Bad Excellent Worst Reliance No Q.21.I.22.20. How will you rate to different landline provider? BSNL Tata Q.21.T.18.Would you like to tell me your recommendation. If yes please mention the amount? ---------------------------------------------------------------------------------Q. Are you aware of the amount charged by the private landline provider? Yes Q. Does your pocket allow to afford the private landline connection? ------------------------------------------------------------------------------------------------------------------------------------------------------------------Q. ---------------------------------------------------------------------------------- BSNL Comparison with others 116 B.

T. MEERUT .I.BIBLIOGRAPHY BSNL Comparison with others 117 B.

co.relianceinfocom. R.T. 2007 issue Business Today. September 2007 MAGAZINES: • • IIMB Management Review – Volume 16 No.com www. Kothari “ Research Methodology” Second Edition.I.3. Dell I. Wishwa Prakashan.tataindicom.3 September 2007 Business Today “ Depression In landline phone Sector” Page 25 March 2007. JOURNALS: • • • Indian Journal of Marketing – Volume xxxiv Oct 2006 IBAT Journal of Management – Volume III Number 1 Jan 2007. 2007 issue WEBSITE • • www.com BSNL Comparison with others 118 B. Hawkins “ Marketing Research” Sixth Edition. Published by Ashok k. November 21. • Donald S. Journal of Indian Management & Strategy – Volume 20. MEERUT . Prentice-Hall Of India Pvt. Tull . • • Business Today. November 21.BIBLIOGRAPHY BOOKS: • C. July.in www. Ltd. No. Ghosh .bsnl.

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