BSNL Land Line

A
SUMMER TRAINING PROJECT REPORT
ON
COMPAISON 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:
Mr. D.K.
D.K. MAHESWARI GAURAV SHARMA
H.O.D of M.B.A.Deptt MBA-III SEM
B.I.T. MEERUT ROLL NO.0727170023
BSNL Comparison with others 1 B.I.T. MEERUT

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

DECLARATION
I GAURAV SHARMA 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.
GAURAV SHARMA

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

SCOPE OF THE STUDY

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.

OBJECTIVE OF STUDY

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

RESEARCH METHODOLOGY

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

Objective of the study
Research design
Sample design
Data collection
Data analysis
Reporting of findings

INTRODUCTION
The telecommunications system in India was thrown open to private players in
the 1990s. The country is divided into multiple zones, called circles (roughly along
state boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are
circles in their own right. The government owned BSNL runs local, mobile and long
distance telephone services all over the country (except in the Delhi and Mumbai
circles). Several private companies give competition to BSNL/MTNL in different
circles.
Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, 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, but is used like a fixed
line at home or office).
Landlines are now facing competition from mobile telephones (GSM and
CDMA based). Mobile phone connections are readily available from private
companies for relatively low prices. The competition has forced the government
owned monopoly BSNL (MTNL in Delhi and Mumbai) to become more efficient. The
landline network quality has improved and landline connections are now usually
available on demand, even in high density urban areas. In addition to the government
monopoly, there are several private landline telephone companies, notably Reliance
and Tata Teleservices and Bharti (which runs the landline company Touchtel
and the mobile company Airtel).
Long distance service is now more comprehensive and cheaper, carried primarily on
fiber optic cable. There are several private long distance companies, the government
owned BSNL continues to use its monopoly against them. However, 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. BSNL is the largest telecom operator
in India and is known to everybody for Basic Telephony Services for over 100
years. Presently the Plain old, Countrywide telephone service is being provided
through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),
Digitalized Public Switched Telephone Network (PSTN) all interlinked by over 2.4
lakh km of Optical Fiber Cable, with a host of Phone Plus value additions to our
valued Customers. BSNL's telephony network expands throughout the vast expanses
of the country reaching to the remotest part of the country.

Private landline provider:
1.Reliance Infocomm : Reliance Infocomm network is a pan India, high capacity,
integrated (wireless and wireline) 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.
2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2
billion) Tata Group, that has over 90 companies, over 210,000 employees and more
than 2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2
billion) in Telecom, the Group has a formidable presence across the telecom value
chain. The Tata Group plans an additional investment of around INR 9000/- crore
(US$ 2 billion) in this sector in the next two years.Tata Teleservices spearheads the
Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was
the first to launch CDMA mobile services in India with the Andhra Pradesh circle.
According to the study of this field, I can say that consumers are very keen to observe
the every opportunity provided by the various players in the field of landline
telephones. Consumers showed the very effective attitude towards my study.

COMPANY PROFILE
• GOVERNMENT COMPANY.
o BSNL.
• PRIVATE COMPANY.
o TATA INDICOM.
o RELIANCE INFOCOM.

BSNL
GOVERNMENT LANDLINE PROVIDER

INTRODUCTION
VISION
To become the largest telecom Service Provider in Asia.
MISSION
To provide world class State-of-art technology telecom services to its customers on
demand at competitive prices.
To Provide world class telecom infrastructure in its area of operation and to
contribute to the growth of the country's economy.
OBJECTIVES
• To be the Lead Telecom Services Provider.
• To provide quality and reliable fixed telecom service to our customer and there
by 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.
• Contribute towards:
i. National Plan Target of 500 million subscriber base for India by 2010.
ii. Broadband customers base of 20 million in India by 2010 as per
Broadband Policy 2004.
iii. Providing telephone connection in villages as per government policy.
Implementation of Triple play as a regular commercial proposition.

BSNL is the largest telecom operator in India and is known to everybody for Basic
Telephony Services for over 100 years. Presently the Plain old, Countrywide
telephone service is being provided through 32,000 electronic exchanges, 326 Digital
Trunk Automatic Exchanges(TAX), Digitalized Public Switched Telephone Network
(PSTN) all inter linked by over 2.4 lakh km of Optical Fiber Cable, with a host of
Phone Plus value additions to our valued Customers. BSNL' stelephony network
expands throughout the vast expanses of the country reaching to there motets part of
the country.
On October 1, 2000 the Department of Telecom Operations, Government of
India became a corporation and was christened Bharat Sanchar Nigam
Limited(BSNL). Today, BSNL is the No. 1 Telecommunications Company and the
largest Public Sector Undertaking of India with authorized share capital of $ 3600
million and net worth of $ 13.85 billion. It has a network of over 45 million lines
covering 5000 towns with over 35 million telephone connections.
With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc.
and widespread transmission network including SDH system up to 2.5 gbps, DWDM
system up to 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000
data customers , BSNL continues to serve this great nation .Its responsibilities include
improvement of the already impeccable quality of telecom services, expansion of
telecom network, introduction of new telecom services in all villages and instilling
confidence among its customers.

BSNL has managed to shoulder these responsibilities remarkably and deftly.
Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide
Network management & surveillance system (NMSS) to control telecom traffic and
over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to
reckon with in the world of connectivity.
The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2
billion). Turnover of Rs. 25,000 crore ( US $ 5.2 billion)
Add to which, BSNL's nationwide coverage and reach, comprehensive range of
telecom services and a penchant for excellence; and you have the ingredients for
restructuring India for a bright future.
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Hierarchy Table

Bharat Sanchar Nigam Limited
BSNL
Type Communication Service Provider

Availability Countrywide except Delhi & Mumbai
Revenue US$ 9.04 billion (2006)
Owner The Government of India
S.D. Saxena (CFO); Kuldeep
Key people
Goyal(CEO)
Founded 19th century, incorporated 2000
Website www.bsnl.co.in
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector
communications company in India. It is the largest telecommunication company in
India and the sixth largest in the world. Its headquarters are at Bharat Sanchar
Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-
ratana - a status assigned to reputed Public Sector companies in India.
BSNL is India's oldest and largest Communication Service Provider (CSP). Currently
BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has
footprints throughout India except for the metropolitan cities of Mumbai and New
Delhi which are managed by MTNL. As on July 31, 2007 BSNL commanded a
customer base of 32.7 million Wireline, 3.7 million CDMA-WLL and 28.9 million
GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31,
2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90
billion). Today, BSNL is India's largest Telco and one of the largest Public Sector
Undertaking of the country with authorized share capital of US$ 4.26 billion (INR
17,500 Crores) and assets of US$ 14.74 billion.

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

BSNL provides almost every telecom service, however following are the main
Telecom Services being provided by BSNL in India:-
1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop
(WLL) using CDMA Technology called bfone and Tarang respectively. BSNL is
dominant operator in fixed line. As on March 31, 2007 (end of financial year) BSNL
had 76% share of fixed and WLL phones.
BSNL Mobile
Pre-paid Mobile
2. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile
Telephone services using GSM platform under brandname Cellone. Pre-paid
Cellular services of BSNL are know as Excel. As on March 31, 2007 BSNL had
17% share of mobile telephony in the country.
BSNL Broadband
3. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and
ADSL-Broadband Dataone. BSNL has around 50% marketshare in broadband in
India. BSNL has planned aggressive rollout in broadband for current financial
year.
4. Intelligent Network (IN):
BSNL is providing IN services like tele-voting, toll free calling, premium
calling etc.
BSNL Units
BSNL is divided into a number of administrative units, termed as telecom
circles, metro districts, project circles and specialized units, as mentioned below:-
Telecom Circles:
Telecom Circles & Metro districts are responsible for providing service to the
customers. There are 24 Telecom Circles and 2 Metro districts.
1. Andaman & Nicobar Telecom Circle
2. Andhra Pradesh Telecom Circle
3. Assam Telecom Circle
4. Bihar Telecom Circle
5. Chhatisgarh Telecom Circle
6. Gujarat Telecom Circle
7. Haryana Telecom Circle
8. Himachal Pradesh Telecom Circle
9. Jammu & Kashmir Telecom Circle
10. Jharkhand Telecom Circle
11. Karnataka Telecom Circle
12. Kerala Telecom Circle

13. Madhya Pradesh Telecom Circle
14. Maharashtra Telecom Circle
15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura
16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and
Nagaland.
17. Orissa Telecom Circle
18. Punjab Telecom Circle
19. Rajasthan Telecom Circle
20. Tamil Nadu Telecom Circle
21. Uttar Pradesh (East) Telecom Circle
22. Uttar Pradesh (West) Telecom Circle
23. Uttranchal Telecom Circle
24. West Bengal Telecom Circle
Metro Districts
1. Kolkata Telecom District
2. Chennai Telecom District
Project Circles

1. Eastern Telecom Project Circle
2. Western Telecom Project Circle
3. Northern Telecom Project Circle
4. Southern Telecom Project Circle
5. IT Project Circle, Pune
Maintenance Regions
1. Eastern Telecom Maintenance Region
2. Western Telecom Maintenance Region
3. Northern Telecom Maintenance Region
4. Southern Telecom Maintenance Region
Specialized Telecom Units
1. Data Networks
2. National Centre For Electronic Switching
3. Technical & Development Circle
4. Quality Assurance
Manufacturing Units
1. Telecom Factory, Mumbai
2. Telecom Factory, Jabalpur
3. Telecom Factory, Richhai
4. Telecom Factory, Kolkata
Training Institutions

1. Advanced Level Telecom Training Centre(ALTTC)
2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training
3. National Academy of Telecom Finance and Management
Other Units
1. Telecom Stores
2. Telecom Electrical Wing
3. Telecom Civil Wing
BSNL Present & Future
Since its corporatisation in October 2000, BSNL has been actively providing
connections in both Urban and Rural areas and the efficiency of the company has
drastically improved from the days when one had to wait for years to get a phone
connection to now when one can get a connection in even hours. Pre-activated Mobile
connections are available at many places across India. BSNL has also unveiled very
cost-effective Broadband internet access plans (DataOne) targeted at homes and small
businesses. At present BSNL enjoys around 45% of market share of ISP services.
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. This 2 Mbit/s broadband service is being provided by BSNL at
a cost of just US$ 5.5 per month. Further, BSNL is rolling out new Broadband
services as Triple play (telecommunications).
BSNL is planning to increase its customer base to 108 million customers by 2010.
With the frantic activity in the communication sector in India, the target appears
achievable, however due to intense competition in Indian Telecom sector in recent
past BSNL's growth has slowed down.
BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$
580 m (INR 2,500 crores) Rural Telephony project of Government of India.

Challenges
During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007)
BSNL has added 9.6 million new customers in various telephone services taking its
customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at
a customer base of 39 million. However, despite impressive growth shown by BSNL
in recent times, the Fixed line customer base of BSNL is declining. In order to woo
back its fixed-line customers BSNL has brought down long distance calling rate under
OneIndia plan, however, the success of the scheme is not known. However, BSNL
faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD
BSNL.
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,
BSNL being legacy operator and its conversion from a Government Department,
earns lot of criticism for its poor customer service. Although in recent past there have
been tremendous improvement in working of BSNL but still it is much below the
Industry's Expectations. A large aging (average age 49 years(appx)) workforce
(300,000 strong), which is mostly semi-illetrate or illeterate is the main reason for the
poor customer service. Further, the Top management of BSNL is still working in
BSNL on deputation basis holding Government employee status thus having little
commitment to the organisation. Although in coming years the retirement profile of
the workforce is very fast and around 25% of existing workforce will retire

by 2010, however, still the workforce will be quite large by the industry standards.
Quality of the workforce will also remain an issue.
Access Deficit Charges (ADC, 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, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line of
BSNL.

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. 84,948 crores (US$ 19.49 billion),
authorized equity capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity
Share Capital of Rs. 5,000 crores (US $ 1.15 billion) and Revenues is Rs. 39,715
crores (US $ 9.11 billion) in 2006-07.
(Note: INR 1 = USD 0.022941 as on 31-03-2007)

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. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments
have been financed by the internal accruals.

Dear Customers,
I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new
assignment, I would like to reiterate our commitment to provide services to the
satisfaction of our esteemed customers. BSNL is a total telecom solutions provider,
offering landline, fixed wireless, mobile and internet services all over the country
except for metro cities of Delhi and Mumbai. BSNL's broadband services are also
presently available in 1077 cities .
As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan
to extend broadband coverage to 1500 cities/towns and 20000 villages during the
current year. The existing broadband capacity of 1 million ports is planned to be
augmented by 5 million ports. BSNL.s thrust is to extend broadband connectivity to
rural areas. An ambitious project is being taken up to deploy 1.8 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, Bangalore and Kolkatta and we plan to roll out these
services in a number of important cities progressively. Through a single connection,
the customers will have the freedom to talk, surf internet and watch cable TV or video
simultaneously. Facilities like online gaming etc. are also available over broadband.

BSNL has planned to expand its fixed wireless (WLL) network to provide telephone
connections on demand. Expansion of WLL network would also help faster rollout of
services in rural areas. We also have an ambitious plan to expand the mobile network
with special emphasis to serve rural populace. 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.
BSNL is also providing host of IVRS and SMS based value added services on
wireline and wireless connections such as cricket score, opinion polls, poll results,
jokes, astrology, information services, contests, games, chat, ringtones, logos, wall
papers etc. BSNL has also introduced Location Based Services for GSM customers.
Customers can avail of these services at affordable rates. It has been our endeavor to
keep our tariff structure most affordable and transparent.
BSNL has formulated new schemes to provide free Centrex facility to Corporate
Customers/Commercially Important Customers/Multi-storey complexes/Residential
Housing Societies etc. where customers do not have to pay for the cost of the
equipment. Details of these schemes are available on our website.
BSNL is striving hard to provide quality service to its valued customers. 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. We have also launched
Customer Care Portal to accept online registration of customers. request for various
services and lodging complaints. The Portal has already been launched in A.P,
Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal will be
launched progressively by Dec, 2007

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

PHONE PLUS SERVICES
Gone are the days when basic telephones was used only to make and receive calls.
With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone
plus services, converting your old basic telephones to a sophisticated tool which can
be used for a variety of applications.
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. 500/- 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
Internet Telephony service is also started under the brand name , using
this you can make calls to a person in UK, USA, Canada and many more countries
for as cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-
location services at very cheap rates.
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 conferencing
Intelligent Network
Intelligent Network Service (In Service) offers value-added services.
I-Net
India’s x.25 based packet Switched Public Data Network is operational in104 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 Service
BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million.
CellOne 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 CellOne 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.
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.
Telephone
Basic Telephone (Bfone)

as on
Total Number of connections 3,31,49,457
10.07.2008
WLL (Tarang)
as on
Total Number of connections 35,99,544
10.07.2008
Village Public Telephones
as on
Total Number of Telephones 5,53,484
10.07.2008
Public Telephones (Local, STD and Highway)
as on
Total Number of Public Telephones 20,82,824
10.07.2008
STD Stations
as on
Number of STD Stations 32,011
10.05.2008
Transmission Systems as on 10.07.2007
Transmission Systems
Digital
(Route kms) (Route kms)

Coaxial 6,024
Microwave 50,199
UHF 45,130
Optical Fiber 5,17,354
Satellite Based Services (as on 10.07.2008)
MCPC-VSATs 113
IDR Systems (2 Mb/ 8 Mb) 99/24

PRIVATE LANDLINE PROVIDER
• TATA INDICOM.
• RELIANCE INFOCOM.

TATA INDICOM

INTRODUCTION
Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that
has over 90 companies, over 210,000 employees and more than 2.16 million
shareholders. With an investment of over INR 9,000 Crore (US$ 2 billion) in
Telecom, the Group has a formidable presence across the telecom value chain. The
Tata Group plans an additional investment of around INR 9000/- Crore (US$ 2
billion) in this sector in the next two years.
Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated
in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with
the Andhra Pradesh circle.
Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed
Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung
into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh,
Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa,
Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar
Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company has a
customer base of over 3 million. The investment in the company as of March 2004
totals INR 5995 Crore (US$ 1200 million).
The company, which heralded convergence technologies in the Indian telecom sector,
is today the market leader in the fixed wireless telephony market with a customer base
of 1.8 million.
Tata Teleservices has recently, marked its entry into the Prepaid segment by launching
100 % Sacchai True Paid, across all its existing 20 circles. With the latest initiative,
Tata Indicom has opened up new frontiers for the Indian prepaid customers by
offering 1-second pulse and 100 % talk time on True Paid.
Today, the company serves more than 3 million customers in over 824 towns. With an
ambitious rollout plan both within existing circles and across new circles, Tata
Teleservices will offer world-class technology and user-friendly services to over 1000
cities in 20 circles by March 2005.

TATA INDICOM PHONE
Tata Indicom offers you almost instant phone connections. Get yourself the Tata
Indicom Landline Services based on the state of the art Optical Fiber Cable-based
backbone.
• 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, your telephone is connected to the Tata Indicom
exchange by a combination of high technology fiber-optic cables and copper
cables. Global standard today, fiber-optic cables enable our network to handle
higher capacities of load as compared to ordinary cables and at much higher
transmission speeds. This gives you trouble-free and faster connectivity.

Phone Connection
1.For Your home
Tata Indicom offers you almost instant phone connections. Get yourself the Tata
Indicom Landline Services based on the state of the art Optical Fiber Cable-based
backbone.
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. A global standard today, fiber-optic cables enable our
network to handle higher capacities of load as compared to ordinary cables and at
much higher transmission speeds. This gives you trouble-free and faster connectivity.
If you take a wireline connection, your telephone is connected to the Tata Indicom
exchange by a combination of high technology Fiber-optic

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

PRODUCTS AND SERVICES
Tata Indicom offers a complete range of affordable telecom solutions for your home
and business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone
booths, Broadband services or Centrex, we are present in every sphere of the
telecommunications market, endeavoring to make your life comfortable and hassle
free.
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

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

RELIANCE INFOCOM

INTRODUCTION
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-
2002) 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.

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.
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

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, businesses, hospitals,
government and public sector organizations.
Reliance Group
The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest
business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash
profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4
billion) and exports of Rs 15,900 crore (US$ 3.6 billion).
The Group's activities span exploration and production (E&P) of oil and gas, refining
and marketing, petrochemicals (polyester, polymers, and intermediates), textiles,
financial services and insurance, power, telecom and infocom initiatives. The Group
exports its products to more than 100 countries the world over. Reliance emerged as
India's Most Admired Business House, for the third successive year in a TNS Mode
survey for 2003.
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group
contributes nearly 10% of the country's indirect tax revenues and over 6% of India's
exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.

RELIANCE INDIA PHONE
1.Fixed Line Phone (FLP)
Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP).
This has been made possible through 'Intelligent FSK' signaling, a first time in India,
that makes a host of intelligent features possible on our fixed line phones.
Moreover the single touch intelligent menu driven interface lets you use all the
Reliance FLP features without having to remember the feature activation codes.
What's available as a result is 'NextGen Phone with unique features'
Benefits
1..Zero Effective Rentals:
2.Feature Packed Service at No Extra Cost:
3.Competitive Call Rates:
4.Enhanced convenience:
Fixed Line Phone (FLP) - Features
NextGen Caller ID
Speaker Phone
3-way Conferencing
Delayed Hotline
Call Forwarding
Call Transfer
Direct Internet Access
Alarm Call

2.Fixed Wireless Phone (FWP)
1.No Wires Attached
2.Wireless Internet (R Connect)
3.Mobile Phone's Features
4.Zero effective Rentals
Fixed Wireless Terminal (FWT)
1.Great Savings
2.Zero Effective Rentals
3.Parallel Connection Facility
4.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

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

Smart Office – Features
Call Management features
• Call Forward on Busy
• Call Forward on No reply, or
• Forward all incoming calls
Voice Mail
Absentee Subscriber Service
10-party conference
Manager- Secretary Working
PC based Attendant Console
NextGen Caller ID
Speakerphone
Delayed Hotline

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.

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

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

STATEMENT OF PROBLEM

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

METHODOLOGY

Objective of the study
Research design
Sample design
Data collection
Data analysis
Reporting of findings

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.
DISCRIPTIVE RESEARECH DESIGN
Descriptive research studies are those studies, which are concerned with., described
the characteristics of particular individual. In descriptive as well as in diagnostic
studies, the researcher must be ale to define clearly, 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
,the procedure to be used must be carefully planned. 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.
• Over all design: -Rigid design.
• Sampling design: -Probability sampling design random sampling.
• Statically Design: - Pre plan design for analysis.
• Observation design: - Structure or well out instruments for collection of data.
• Operational design: - Advance design about operational processor.

• Descriptive research design are those studies are consult with describing the
characteristics of particular individual or of a group. Descriptive method are
commonly use of direct basis of marketing. It is ensure minimum byes. It provides
information that helps executive make rational decision.
PROCESS OF RESEARCH DESIGN
• . 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.
• Selecting the sample (how much material will be needed).
• Collective the data (where can be required data can be found and with what time
period should the data be related.)
• Processing and analysis of data.
• Reporting and finding.
SAMPLING DESIGN
A Sample design is a definite plan for obtaining a sample from a given population . 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
SAMPLING UNIT
A sampling framework i.e. developed for the target population that will be sampled
i.e. who is to be surveyed –
• Consumer
SAMPLE SIZE
It is the substantial portions of the target population that are sampled achieve
reliable results.
• Consumer - 50
SAMPLING PROCEDURE
The procedure to choose the respondents to obtain a representative sample a non-
probability sampling technique is applied for the target market.
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.
Judgment Sampling
To select population member who are good prospects for accurate information.

DATA COLLECTION
• PRIMARY DATA.
• SECONDARY DATA.

DATA COLLECTION
The data collection process is the predefined task that I have to undergo. The data collection
process starts right day till the final day on the field. During the whole period a list of
different respondent scattered around whole of the Banaras gets visited.
There are several ways of collecting appropriate data that differ considerably in context of
money, 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, which are collected afresh and for the first time and
happen to be original in character. 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.
The term questionnaire is a list of obtaining specific information about a defined
problem so that the data after analysis & interpretation ,result in a better appreciation
of the problems. A questionnaire form, which has to be, completed an interviewer.
Often referred as schedule.

• By Personal Interview:-
Under this method of collecting data there is face to face context with the person from
whom the information is obtained. The pattern used is Structured and indirect
Interview.
SECONDARY DATA: - Secondary data are those which have already been collected
by some one and which have already passed through statically process.
• Various publication of the central, state and local governments;
• Various publications of foreign government or of international bodies and their
subsidiary organization;
• Technical and trade journals:
• Books magazines and newspapers;
• Reports and publications of various associations connected with business and
industry, banks, stock, exchange etc;
• Reports prepared by research scholars, universities, economists etc. in different
fields,
• Public’s records and statistics, historical documents, and other sources of
published information. The sources of unpublished data are many; they may be
found in diaries, letters, unpublished biographies and auto.

LIMITATION
&
FINDINGS

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

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

DATA REPRESENTATION

Availability of land line Phone
TABLE–1
PRIMARY DATA SAMPLE SIZE-50
Landline Phone No. of Respondent Percentage

Yes 41 82
No 09 18
Total 50 100
Landline provider
TABLE–2
Landline No. of Respondent Percentage
Connection
BSNL 35 42
Reliance 11 30
Tata 04 28
Total 50 100

Awareness of Private landline provider
TABLE–3
Private Landline No. of Respondent Percentage
Phone
Aware 21 42
Unaware 15 30
Undeciding 14 28
Total 50 100

Consider the landline is better than Mobile
TABLE–4
Better Landline No. of Respondent Percentage
Phone
Economic 27 54
Service has new 03 06
improved
Easy in reach 07 16
No. fear of 08 16
theft/loss
Evan layman 05 10
operate it
Total 50 100
By which medium they come to know about existing landline

TABLE–5
Mediam No. of Respondent Percentage

Advertising 08 16
Friends 24 48
Family members 12 24
Others 06 12
Total 50 100
Purpose to purchase landline phone
TABLE–6
Purpose No. of Respondent Percentage

Official use 17 34
Home 23 46
Status symbol 10 20
Total 50 100

Factors which influence most at purchasing of landline
connection
TABLE–7
Factors No. of Respondent Percentage

Economic call rate 19 38
Good connectivity 23 46
Tones 02 04
ID caller 06 12
Colors 00 00
Total 50 100
Problems they are facing from landline phone

TABLE–8
Problem No. of Respondent Percentage

Disturbance in 17 34
lines during calls

Cross connection 07 14
Errors in bill 09 18
Complaints are 13 26
attended very late

Instrument 04 8
problem
Total 50 100

Satisfaction with their landline
TABLE–9
Satisfaction No. of Respondent Percentage

BSNL 27 54
Reliance 15 30
Tata 08 16
Total 50 100
Awareness about different scheme provider by BSNL &
private landline provider
TABLE–10
Different scheme No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Respondent choice of connection if he gets a chance to get
new connection
TABLE–11
New Landline No. of Respondent Percentage
Connection
BSNL 31 62
Reliance 12 24
Tata 07 14
Total 50 100
Which landline providing better after sale service
TABLE–12
After sale service No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100
Satisfied after sale service with existing landline phone
TABLE–13
Satisfied sale No. of Respondent Percentage
service
Yes 15 30
No 35 70
Total 50 100
Problem facing by consumer from the different landline
provider
TABLE–14
Problems BSNL% Reliance % Tata %

Connectivity 35 11 04
Billing 36 10 04
After sale 28 15 07
service
Problem in 26 13 11
instrument
Which is the better landline option

TABLE–15
Better option of No. of Respondent Percentage
landline
BSNL 24 48
Reliance 16 32
Tata 10 20
Total 50 100
Expectation toward the attributes of landline phone
TABLE–16
Expectation No. of Respondent Percentage

Portable 04 08
Economic 15 30
Good connectivity 13 26
Call rate 18 36
Total 50 100
Private landline provider offer better services as compared
BSNL
TABLE–17
Better Private No. of Respondent Percentage
service
Yes 37 74
No 13 26
Total 50 100
Awareness about charges of private landline provider
TABLE–18
Amount awareness No. of Respondent Percentage

Yes 13 24
No 37 74
Total 50 100
Rating by consumer about different landline land line
provider
TABLE–19
Better option of No. of Respondent Percentage
landline
BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Consider about the future of landline in India
TABLE–20
Future of landline No. of Respondent Percentage
in India
Good 11 22
Excellent 30 60
Bad 05 10
Worst 04 08
Total 50 100
ANALYSIS OF DATA

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, the
application of these calories to raw data through coding tabulation and then drawing.
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.
Editing was the procedure that improves the quality of data for coding with the stage
was ready for tabulation.
Tabulation was a part of the technical procedure where in the classified data are put
in the form of tables.

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

GRAPH-3
Awareness of Private landline provider
% Respondent
50 42
40
30 28
30
%
20
10
0
Aware Unaware Undecinding
• 44% Respondents are aware about private landline Phone provider.
• 30% Respondents are unaware about private landline Phone provider.
• 28% Respondents are undeceiving about private landline Phone
provider.

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

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

GRAPH-6
Purpose to purchase landline phone
% Respondent
50 46
40 34
30
20 %
20
10
0
Official use Home use Status symbol
• 34% Respondents have the purpose to purchase to landline Phone for
official use.
off home use.
status symbol.

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

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

GRAPH-9
Respondent Satisfied with their landline
% Respondent
60 54
40 30
%
16
20
0
BSNL Reliance Tata
• 54% Respondents are satisfied with BSNL.
• 22% Respondents are satisfied with Reliance.
• 24% Respondents are satisfied with Tata.

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

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

GRAPH-12
Which landline providing better after sale service
% Respondent
80 70
60
40 %
22
20 8
0
BSNL Reliance Tata
• 70% Respondent of this opinion that BSNL provide better after sale
service.
• 22% Respondent of this opinion that Reliance provide better after sale
service.
• 08% Respondent of this opinion that Tata provide better after sale
service.

GRAPH-13
Satisfied after sale service with you existing landline
phone
% Respondent
80 70
60
40 30 %
20
0
Yes No
• 30% Respondents are satisfied with their existing landline phone.
• 70% Respondents are unsatisfied with their existing landline phone.

GRAPH-14
Problem facing by consumer from the different
landline provider
% Respondent
70 74
80
56 54 BSNL
60
40 22 30 2622 Reliance
20 14
20 8 8
Tata
0
problem in
billing
connectivity
after sale
instrument
service
• 70% Respondent are facing problem of connectivity from BSNL.
• 22%Respondent are facing problem of connectivity from Reliance.
• 08% Respondent are facing problem of connectivity from Tata
• 74% Respondent are facing problem of billing from BSNL.
• 20% Respondent are facing problem of billing from Reliance.
• 08% Respondent are facing problem of billing from Tata.
• 56% Respondent are facing problem of after sale service from BSNL.
• 30% Respondent are facing problem of after sale service from
Reliance.
• 14% Respondent are facing problem of after sale service from Tata
• 54% Respondent are facing problem of instrument from BSNL.
• 26% Respondent are facing problem of instrument from Reliance.

• 22% Respondent are facing problem of instrument from Tata.
GRAPH-15
Which is the better landline option
% Respondent
60
48
50
40 32
30 20 %
20
10
0
BSNL Reliance Tata
• 48% Respondent have opted BSNL as a better landline phone option.
• 32%espondent have opted Reliance better landline phone option.
• 20% Respondent have opted Tata as a better landline phone option.

GRAPH-16
Expectation toward the attributes of landline
phone
% Respondent
40 36
30
30 26 Portable
Economic
20
Good connectivity
8
10 Call rate
0
%
• 08% Respondents want their landline to be Portable.
• 30% Respondents want their landline to be Economic.
• 26% Respondents want their landline to be Good connectivity.
• 36% Respondents want their landline to be Call rate.

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

GRAPH-18
Awareness about charged by private landline
provider
% Respondent
80 74
60
40 26 %
20
0
Yes No
• 26% Respondents are aware about the charged by private landline
provider.
• 26% Respondents are unaware about the charged by private landline
provider.

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

GRAPH-20
Consider about the future of landline in India
% Respondent
80
60
60
40 %
22
20 8 10
0
Good Excellent Worst Bad
• 22% Respondents considered the future of landline in India as good.
• 60% Respondents considered the future of landline in India as
excellent.
• 08% Respondents considered the future of landline in India as worst.
• 10% Respondents considered the future of landline in India as bad.

CONCLUSION
&
RECOMMANDATION

CONCLUSION
The result of the study can be useful for the telephone provider companies. The
factors affection consumer buying behavior is change according to their income effect
. I have segmented the survey in three categories i.e. student , self employed &
serviceman.
Student are much attracting by the mobile phone. They wants to purchase on financed
influence by cash sales promotion schemes students are using their mobile for fun &
joy.
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.

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

ANNEXURE
• QUESTIONNAIRES

Name:
Occupation:
Address:
Q.1. Do you have a landline Phone?
Yes No
Q.2. Which connection do you have?
BSNL Tata Indicom
Reliance
Q.3. Are you aware about Private landline provider?
Awareness Unawareness
Undeceiving
Q.4. Why do you consider that landline phone is better than the
mobile phone?
Economy No fear of theft/loss
Service has new improved Even layman pirate it
Easy in reach as it is installed
Q.5. By which medium, you come to know about this connection
(Phone).
Advertising Friends
Family members Others
Q.6. What is your purpose to purchase this connection?
For official use For fun
This is a status symbol

Q.7. What are the factors, which influence most at the purchasing
of landline connection?
Economic call rate. Tones
Good connectivity Caller ID
Colors
Q.8. 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.9. Are you satisfied with your landline?
BSNL Tata Indicom
Reliance
Q.10. Are you aware about the different scheme provided by BSNL
and Private landline provider?
Awareness Unawareness
Undeceiving
Q.11. If you have a chance to purchase a new connection of landline
phone which will you prefer?
BSNL Tata Indicom
Reliance

Q.12. Which landline service provider are providing better after sale
services?
BSNL Tata Indicom
Reliance
Q.13. Are you satisfied with your landline service provider in case of
after sale service?
Yes No
Q.14. According to you which is better option.
BSNL Tata Indicom
Reliance
Q.15. Would you like to tell me your Expectation towards the
attributes of land line?
Portable Economic
Good connectivity Call rate
Caller ID
Q.16. Do you think that private landline co. can offer you better
services as compared to BSNL?
Yes No
Q.17. If yes/no please mention the reason?
-----------------------------------------------------------------------
------------
-----------------------------------------------------------------------
------------

Q.18. Are you aware of the amount charged by the private landline
provider?
Yes No
Q.19. If yes please mention the amount?
-----------------------------------------------------------------------
------------
Q.20. Does your pocket allow to afford the private landline
connection?
-----------------------------------------------------------------------
------------
-----------------------------------------------------------------------
------------
Q.21. How will you rate to different landline provider?
BSNL Reliance
Tata
Q.21. How do you consider the future of landline in India?
Good Excellent
Bad Worst
Q.22.Would you like to tell me your recommendation.
-----------------------------------------------------------------------
------------

BIBLIOGRAPHY

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

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A

SUMMER TRAINING PROJECT REPORT

COMPAISON OF BSNL SERVICE WITH ITS COMPETITIORS

AT BHARAT SANCHAR NIGAM LIMITED

University Lucknow 2008-09)

Submitted To: Submitted By:

H.O.D of M.B.A.Deptt MBA-III SEM

B.I.T. MEERUT ROLL NO.0727170023

BSNL Comparison with others 1 B.I.T. MEERUT

 SCOPE OF THE STUDY

 GOVERNMENT LANDLINE PHONE PROVIDER

 PRIVATE LANDLINE PHONE PROVIDER

 CONCLUSIONS AND RECOMMENDATIONS

BSNL Comparison with others 2 B.I.T. MEERUT

I GAURAV SHARMA 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.

BSNL Comparison with others 3 B.I.T. MEERUT

Concentration, dedication and application are necessary but not sufficient to

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

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

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

hearted cooperation irrespective of their busy schedule.

I would like to express my special gratitude to various employees of all

me and played an important role in making my summer training a memorable one.

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

BSNL Comparison with others 5 B.I.T. MEERUT

2020 conceives of India as evolving into an information society knowledge economy.

Where IT and telecommunication will be the springboard of growth. Already telecom

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.

landline so it is good area for concentrating by various companies.

3. comparative study also help many companies to judge the place.

BSNL Comparison with others 6 B.I.T. MEERUT

BSNL Comparison with others 7 B.I.T. MEERUT

• To know about the pre-purchase behavior of consumer under the following

a. Income effect on their consumption.

d. Purpose of purchasing landline phone.

• To study the comparative market of various company.

• To know the satisfaction level of consumer.

BSNL Comparison with others 8 B.I.T. MEERUT

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

Research methodology is a systematic way, which consists of series of action or steps

The marketing research is a process of involves a number of interrelated activities

1. Formulating the objectives of the study

2. Designing the methods of data collection

3. Selecting sample plan