Professional Documents
Culture Documents
“SANDEEP MOHAPATRA”
MBA 2nd year
Enrollment No : 2254/08
SASTRA
Under the Supervision and Guidance of
DR.P.VAIJAYANTHI
Professor, School of Management
Bonafide Certificate
1
“SARAVANA PERUMAL.G”
Register No: 010771037
Batch: 2005-2007
ACKNOWLEDGEMENT
2
I am grateful to Shri.P.P.Tripathy, Deputy General Manager RGMTTC Chennai,
Shri.S.Aravamudhan, Senior Sub Divisional Engineer, RGMTTC Chennai,
Shri.A.S.Egaya, Principal General Manager, Shri.N.Saravana Pandian, Deputy
General Manager Coimbatore and Shri.N.S.C.Sekhar, Assistant General
Manager Coimbatore and all other employees of BSNL who gave me all the
moral support and care which made my project come true.
SYNOPSIS
The Telecom industry is one of the leading and fastest growing in the world as
communication plays a vital role in the world and especially in India. It acts as a
major catalyst for the economic growth.
BSNL has good brand awareness among the people. This could be attributed to
its long history in the market and continued support from the Government.
3
This research study is useful for BSNL to understand the expectations and
requirements of Customers and can serve them in a better way.
The samples of 250 respondents from among the universe of BSNL users at
Bhubaneswar, Cuttack and Khurda were selected at random to conduct the
study. The BSNL staffs who were contacted to learn about the various BSNL
packages and policies were also the primary source of data.
Questionnaire was designed after a pre-survey interview covering all the aspects
of BSNL services. Data analysis and interpretation was done using the collected
data with necessary tools including percentage analysis, five point scale was
used to grade the opinion of the respondents regarding the various variables
used, software like SPSS were also used to enable efficient analysis of data.
The researcher strongly believes that this study would be helpful to the BSNL
Management in knowing about the Customers Satisfaction, Customer Perception,
Customer Preferences and Service Requirements and about the other
competitor’s status in the market thereby helping them to improve their quality of
offered services.
4
TABLE OF CONTENTS
LIST OF TABLES 1
LIST OF CHARTS 3
1.0 INTRODUCTION 5
2.0 PROFILE 13
5
6.0 CONCLUSION 74
7.0 BIBLIOGRAPHY 76
8.0 ANNEXURE 78
LIST OF TABLES
NUMBER
6
17. Quality of Customer Service and Migration from BSNL. 54
7
LIST OF CHARTS
NUMBER
8
18.
Respondents by their Location and Comparing with other Services 56
9
1.0
INTRODUCTION
A study has been conducted in order to understand the customers opinion and
satisfaction level of various Landline and Mobile Services in three cities of Orissa,
research titled “A STUDY ON CUSTOMER SATISFACTION FOR BSNL
PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY
FOR THE COMPANY” has been conducted.
10
1.2 Importance of the Study
11
1.3 Objectives
12
1.4 Scope of the Study:
13
1.5 Research Methodology:
DATA SOURCE:
RESEARCH APPROACH:
SAMPLING:
The researcher has chosen 145 from Coimbatore, 56 from Pollachi and 47
from Tirupur.
The researcher had prepared a Questionnaire both open and close ended
questions to elicit responses for the following areas:
i. Location.
ii. Age.
iii. Occupation.
iv. Monthly Income.
v. Mobile Usage.
vi. Mobile service Usage.
14
1.6 Limitations of the Study:
i. Chances of Switching.
ii. Reason for Switching.
iii. Monthly Income.
15
iv. Comparative questions.
Chapter I deal with the Introduction of the project work, which includes
Statement of Problem, Importance of the study, Objectives, Scope of the
study, Research Methodology and Limitations of the study.
16
Chapter VIII deals with the Annexure.
2.0
PROFILE
17
2.1 COMPANY PROFILE
18
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. Along with its
vast customer base, BSNL's financial and asset bases too are vast and strong.
Consider the figures, as they speak volumes on BSNL’s standing:
The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $
22.74 billion)
Turnover of Rs. 31,400 crore ( US $ 7.14 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. Today, BSNL is most
trusted Telecom Brand of India.
OBJECTIVES
• Contribute towards:
19
Revenue
20
The Department of Telecom operations now known as BSNL has shown
sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.
Capital Investment
Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18
billion) in 1986-87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This
investment has been financed mainly by the internal accruals. The planned
capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).
Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862
Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables,
Apparatus & Plants etc.
Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the
Nation, is certainly on a financial ground that's sound.
21
The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion),
authorized equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital
of Rs 5,000 crores (US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $
7.60 billion) in 2004-05.
When it comes to connecting the four corners of the nation, and much beyond,
one solitary name lies embedded at the pinnacle - BSNL. A company that has
gone past the number games and the quest to attain the position of a leader. It is
working round the clock to take India into the future by providing world class
telecom services for people of India. BSNL is India's no. 1 Telecom Service
provider and most trusted Telecom brand of the Nation.
Driven by the very best of telecom technology from chosen global leaders, it
connects each inch of the nation to the infinite corners of the globe, to enable you
to step into tomorrow.
22
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, such as:
23
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)
Total Number of connections as on 30.04.2006 3,51,55,749
WLL (Tarang)
Total Number of connections as on 30.04.2006 25,95,807
Village Public Telephones
Total Number of Telephones as on 31.03.2006 5,35,325
Public Telephones (Local, STD and Highway)
Total Number of Public Telephones as on 31.03.2006 20,64,174
STD Stations
31,915
Number of STD Stations as on 31.03.2006
24
Satellite Based Services (as on 31.03.2006)
MCPC-VSATs 201
IDR Systems (2 Mb/ 8 Mb) 64/17
Mobile
Services
(As on 30.04.2006)
Customer
Care
25
With a view to simplify and offer customer friendly services, more than
one Bfone connections can be applied on a single application form.
Accordingly, a single demand note would be issued to the customer in
respect of all the connections applied for.
Shifting charges for local as well as all India shifting of fixed telephone
(bfone) has been abolished.
Pagers being given to outdoor staff in a phased manner for speedy
rectification of faults.
Majority of the local network is built up on jelly filled and OFC for trouble
free service.
Internal Distribution Points (DPs) being provided in the customer
premises to eliminate the faults arising out of overhead wires.
Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL)
system for improving reliability of external plant.
Remote Line Units (RLUs). Remote subscriber Units (RSUs) being
provided extensively to reduce the long lengths of copper cables.
Establishing call centers across the nation to provide single window
solutions and convenience to customers.
Countrywide Network Management & Surveillance System (NMSS) to
ensure uninterrupted and efficient flow of telecom traffic.
Application Forms for new connections have been made free of charge
for all services.
Procedure for restoration of telephones disconnected due to non-
payment simplified and powers delegated to Secondary Switching Area
(SSA) heads.
Payment of telephone bills being received on Saturday and Sunday
through cheques in City Telecom Offices (CTOs).
More than one Public Call Office (PCO) permitted at the same premises.
Various application forms and procedures being simplified for new
telephone connections, shifting and third party transfer.
26
3.0
CONCEPTUAL REVIEW
MARKETING MANAGEMENT
DEFINITION:
27
BRAND EQUITY
BRAND
EQUITY
The goal of the brand leadership paradigm is to create strong brands – but what
is a strong brand, anyway? In Managing Brand Equity, brand equity was defined
as the brand assets (or liabilities) linked to a brand’s name and symbol that add
to (or subtract from) a product or service. These assets can be grouped into four
dimensions: brand awareness, perceived quality, brand associations, and brand
loyalty. These four dimensions guide brand development, management and
measurement.
Brand awareness:
Perceived quality
28
Perceived quality is a special type of association, partly
because it influences brand associations in many contexts and partly because
it has been empirically shown to affect profitability (as measured by both ROI
and stock return).
Brand associations
Brand loyalty
Customer Satisfaction
29
are not met, customer dissatisfaction will result. And the lower the satisfaction
level, the more likely the customer is to stop buying from the firm.
4.0
ANALYSIS AND INTERPRETATIONS
30
PROFILE OF THE SAMPLE RESPONDENTS
LOCATION
Valid Cumulative
City Frequency Percent
Percent Percent
Table 1
LOCATION
70
60
50
40
30
20
Percent
10
0
COIMBATORE POLLACHI TIRUPUR
LOCATION
31
CHART: 1
INFERNCE:
As the Table depicts, a good majority of the respondent (58%) of
consumers belongs to Coimbatore while Tirupur is the least (0.4%).
AGE
TABLE: 2
AGE
50
40
30
20
10
Percent
0
bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50
AGE
CHART: 2
32
INFERNCE:
As the Table depicts, a good majority of the respondent (40.0%) were in
the age group of (Between 31-35) while the age group of (Above 50) is the least
(8.0%).
OCCUPATION
TABLE: 3
OCCUPATION
50
40
30
20
10
Percent
0
Managerial Clerical Student Agriculture
Business Manual w orker Retired Professional
OCCUPATION
CHART: 3
33
INFERNCE:
As the Table depicts, a good majority of the respondent (45.2%) of
consumers were Managers while Professionals and Agriculturalist were the least
(0.4%) each.
Statistics
MONTHLY INCOME
N Valid 245
Missin 5
g
MONTHLY INCOME
TABLE: 4
34
MONTHLY INCOME
60
50
40
30
20
10
Percent
0
below 5000 bet 10000-15000 above 25000
bet 5000-10000 bet 15000-25000
MONTHLY INCOME
CHART: 4
INFERNCE:
As the Table depicts, a good majority of the respondent (53.9%)
consumers monthly income is between (5000-10000), while monthly income
between (15000-25000) is least (4.5%).
35
MOBILE USE
TABLE: 5
36
MOBILE USE
80
60
40
20
Percent
0
YES NO
MOBILE USE
CHART: 5
INFERNCE:
LANDLINE USE
TABLE: 6
37
LANDLINE USE
100
80
60
40
20
Percent
0
YES NO
LANDLINE USE
CHART: 6
INFERENCE:
MOBILE SERVICE
38
BPL/Hutch 16 6.4 6.4 100.0
Total 250 100.0 100.0
TABLE: 7
MOBILE SERVICE
40
30
20
10
Percent
0
No mobile Tataindicom Airtel BPL/Hutch
BSNL Reliance Aircel
MOBILE SERVICE
CHART: 7
INFERNCE:
As the Table depicts, a good majority of people (31.2%) are using BSNL,
while Tataindicom are the least (0.4%) by considering 250 samples.
LANDLINE SERVICE
TABLE: 8
39
LANDLINE SERVICE
100
80
60
40
20
Percent
0
No Landline BSNL Tataindicom Airtel
LANDLINE SERVICE
CHART: 8
INFERNCE:
As the Table depicts, a good majority of people (88.4%) are using BSNL,
while Tataindicom and Airtel are the least (3.2%) each.
FAMILIAR
TABLE: 9
40
FAMILIAR
60
50
40
30
20
10
Percent
0
Very familiar Some w hat familiar Familiar but never u
FAMILIAR
CHART: 9
INFERNCE:
As the Table depicts, a good majority of people (51.2%) are familiar with
BSNL, while (0.8%) of people are familiar but never used.
TABLE: 10
41
COMPARING WITH OTHER SERVICES
50
40
30
20
10
Percent
0
Much better About the same Dont know /Never used
Some w hat better Some w hat w orse
CHART: 10
INFERENCE:
As the Table depicts, majority of respondents (39.6%) opined BSNL is
“Some What Better” when compared to other services, while the least number of
respondents (0.4%) opined “Don’t know/Never used”.
MOBILE Total
SERVIC
E
No BSN Tataindic Relianc Airte Aircel BPL
mobile L om e l /Hut
ch
AGE bet Cou 10 18 1 1 11 8 2 51
20-30 nt
% 19.6% 35.3 2.0% 2.0% 21.6 15.7% 3.9 100.0
withi % % % %
n
AGE
bet Cou 30 26 12 8 20 4 100
31-35 nt
42
% 30.0% 26.0 12.0% 8.0 20.0% 4.0 100.0
withi % % % %
n
AGE
bet Cou 11 14 6 3 5 7 46
36-40 nt
% 23.9% 30.4 13.0% 6.5 10.9% 15.2 100.0
withi % % % %
n
AGE
bet Cou 8 12 6 1 3 3 33
41-50 nt
% 24.2% 36.4 18.2% 3.0 9.1% 9.1 100.0
withi % % % %
n
AGE
above Cou 8 8 1 2 1 20
50 nt
% 40.0% 40.0 5.0% 10.0 5.0% 100.0
withi % % %
n
AGE
Total Cou 67 78 1 26 25 37 16 250
nt
% 26.8% 31.2 .4% 10.4% 10.0 14.8% 6.4 100.0
withi % % % %
n
AGE
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Age of the
Customers and Mobile Service using by the Customers.
Chi-Square Tests
43
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 37.625 24 .038
Likelihood Ratio 37.654 24 .038
N of Valid Cases 250
a.17 cells (48.6%) have expected count less than 5. The minimum expected
count is .08.
TABLE: 11
INFERNCE:
From the above Table, calculated value is (37.63) higher than the critical
value (36.42) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Age of the Customers and Mobile Service
using by the Customers.
44
40
30
MOBILE SERVICE
No mobile
BSNL
20
Tataindicom
Reliance
10 Airtel
Aircel
Count
0 BPL/Hutch
bet 20-30 bet 36-40 above 50
bet 31-35 bet 41-50
AGE
CHART: 11
LANDLINE Total
SERVICE
No BSNL Tatain Airtel
Landline dicom
LOCATIO COIM Count 7 127 6 5 145
N BATO
RE
% within 4.8% 87.6% 4.1% 3.4% 100.0
LOCATION %
POLLA Count 4 52 1 57
CHI
45
% within 7.0% 91.2% 1.8% 100.0
LOCATION %
TIRUP Count 2 42 1 3 48
UR
% within 4.2% 87.5% 2.1% 6.3% 100.0
LOCATION %
Total Count 13 221 8 8 250
% within 5.2% 88.4% 3.2% 3.2% 100.0
LOCATION %
TABLE: 12
140
120
100
80
60 LANDLINE SERVICE
No Landline
40
BSNL
20
Tataindicom
Count
0 Airtel
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 12
INFERENCE:
From the above table, it explains about the BSNL Land line users in
each location.
46
LOCATION * MIGRATION Cross tabulation
MIGRATION Total
Hypothesis:
Chi-Square Tests
47
Value df Asymp. Sig. (2-
sided)
Pearson Chi- 23.374(a 8 .003
Square )
Likelihood Ratio 23.442 8 .003
N of Valid Cases 250
a. 5 cells (33.3%) have expected count less than 5. The minimum expected count
is 1.54.
TABLE: 13
INFERENCE:
From the above Table, calculated value is (23.37) higher than the
critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.)
there is a significant relationship between the Location of the Customers and
Migration of Customers.
80
60
MIGRATION
40
Certain
High chance
20
Not sure
Low chance
Count
0 Never
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 13
48
LOCATION * NETWORK Cross tabulation
NETWORK Total
Hypothesis:
49
Chi-Square Tests
TABLE: 14
INFERENCE:
From the above Table, calculated value is (48.11) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Location of the Customers and Satisfaction
of BSNL Network using by the Customers.
100
80
60
NETWORK
40 Very satisfied
Quite satisfied
20 Neutral
Quite dissatisfied
Count
0 Very dissatisfied
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 14
50
LOCATION * CUSTOMER CARE Cross tabulation
Hypothesis:
51
Chi-Square Tests
TABLE: 15
INFERENCE:
From the above Table, calculated value is (30.69) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there
is a significant relationship between the Location of the Customers and
Satisfaction level of BSNL Customer care.
60
50
40
CUSTOMER CARE
30
Very satisfied
20
Quite satisfied
Neutral
10
Quite dissatisfied
Count
0 Very dissatisfied
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 15
52
COST * MIGRATION Cross tabulation
MIGRATION Total
Hypothesis:
53
of Cost of BSNL and Migration of Customers.
Chi-Square Tests
INFERENCE:
From the above Table, calculated value is (104.62) higher than the critical
value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a
significant relationship between the Satisfaction of Cost of BSNL and Migration of
Customers.
60
50
40
MIGRATION
30
Certain
20 High chance
Not sure
10
Low chance
Count
0 Never
Very satisfied Neutral Very dissatisf ied
Quite satisfied Quite dissatisf ied
COST
CHART: 16
54
QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation
MIGRATION Total
55
CUSTOMER
SERVICE
Very poor Count 8 3 15 10 13 49
% within 16.3 6.1 30.6 20.4 26.5 100.0
QUALITY % % % % % %
OF
CUSTOMER
SERVICE
Total Count 16 8 57 65 104 250
% within 6.4% 3.2 22.8 26.0 41.6 100.0
QUALITY % % % % %
OF
CUSTOMER
SERVICE
Hypothesis:
Chi-Square Tests
INFERNCE:
From the above table, calculated value is (47.99) higher than the critical
value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Quality of Customer service and Migration
of the Customers.
56
40
30
MIGRATION
20
Certain
High chance
10
Not sure
Low chance
Count
0 Never
Excellent Good Average Poor Very poor
CHART: 17
57
% within 10.4 35.4 39.6 14.6 100.0
LOCATION % % % % %
Total Count 58 99 65 27 1 250
% within 23.2 39.6 26.0 10.8 .4% 100.0
LOCATION % % % % %
Hypothesis:
Chi-Square Tests
TABLE: 18
INFERENCE:
From the above table, calculated value is (33.28) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Location of the Customers and Satisfaction
level of BSNL compared with other Services.
58
70
60
50
40
COMPARING WITH OTHER
30 Much better
LOCATION
CHART: 18
TARIFF Total
59
Very Quite Neut Quite Ver
satisf satisf ral dissa y
ied ied tisfie diss
d atisf
ied
LOCATION COIMBATO Count 71 54 14 3 3 145
RE % within 49.0 37.2 9.7% 2.1% 2.1 100.0
LOCATION % % % %
POLLACHI Count 15 24 10 4 4 57
% within 26.3 42.1 17.5 7.0% 7.0 100.0
LOCATION % % % % %
TIRUPUR Count 8 17 16 7 48
% within 16.7 35.4 33.3 14.6 100.0
LOCATION % % % % %
Total Count 94 95 40 14 7 250
% within 37.6 38.0 16.0 5.6% 2.8 100.0
LOCATION % % % % %
Hypothesis:
Chi-Square Tests
TABLE: 19
INFERENCE:
From the above table, calculated value is (41.20) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there
is a significant relationship between the Location of the Customers and Satisfaction
60
of BSNL Tariff Plan.
80
60
TARIFF
40
Very satisfied
Quite satisfied
20
Neutral
Quite disatisfied
Count
0 Very disatisfied
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 19
TARIFF
61
Very dissatisfied 7 2.8 2.8 100.0
Total 250 100.0 100.0
TABLE: 20
TARIFF
50
40
30
20
10
Percent
0
Very satisfied Neutral Very disatisfied
Quite satisfied Quite disatisfied
TARIFF
CHART: 20
INFERNCE:
From the above Table, it was inferred that majority of the respondents (38%)
were “Quite Satisfied” with a special regards to the BSNL Tariff Plan, while the
least (2.8%) number of respondents were “Very Dissatisfied” with respect to the
BSNL Tariff Plan.
NETWORK
TABLE: 21
62
NETWORK
50
40
30
20
10
Percent
0
Very satisfied Neutral Very dissatisfied
Quite satisfied Quite dissatisfied
NETWORK
CHART: 21
INFERNCE:
As the Table depicts, a good majority of respondents (46%) were “Very
Satisfied” with the Network of BSNL, while the least (4.8%) were “Very
Dissatisfied” with the Network of BSNL.
COST
TABLE: 22
63
COST
40
30
20
10
Percent
0
Very satisfied Neutral Very dissatisfied
Quite satisfied Quite dissatisfied
COST
CHART: 22
INFERENCE:
As the Table depicts, majority of respondents (37.2%) were “Quite
Satisfied” with special regards to the Satisfaction level of Cost of BSNL, while the
least number of respondents (4.8%) were “Very Dissatisfied” with the Satisfaction
level of Cost of BSNL.
CUSTOMER CARE
TABLE: 23
64
CUSTOMER CARE
40
30
20
10
Percent
0
Very satisfied Neutral Very dissatisfied
Quite satisfied Quite dissatisfied
CUSTOMER CARE
CHART: 23
INFERENCE:
From the above Table, it was inferred that majority of respondents (30.8%)
were “Quite Satisfied” with the Customer care of BSNL, while the least number of
respondents (11.2%) were “Quite Dissatisfied” with BSNL Customer care.
ADDTIONAL PACKAGE
TABLE: 24
65
ADDTIONAL PACKAGE
40
30
20
10
Percent
0
Very satisfied Neutral Very dissatisfied
Quite satisfied Quite dissatisfied
ADDTIONAL PACKAGE
CHART: 24
INFERENCE:
From the above Table, it was inferred that majority of respondents (38%)
opined “Neutral” with the BSNL’s Additional Packages, while the least number of
respondents (4.4%) opined “Very Dissatisfied” with the Additional Packages of
BSNL.
TABLE: 25
66
QUALITY OF CUSTOMER SERVICE
40
30
20
10
Percent
0
Excellent Good Average Poor Very poor
CHART: 25
INFERENCE:
As the Table depicts, the majority of respondents (30.4%) were opined
“Average” with special reference to the Quality of Customer Service, while the
least number of respondents (9.6%) were opined “Excellent” with respect to the
Quality of Customer Service.
MIGRATION
TABLE: 26
67
MIGRATION
50
40
30
20
10
Percent
0
Certain High chance Not sure Low chance Never
MIGRATION
CHART: 26
INFERENCE:
As the Table depicts, a good majority of respondents (41.6%) were opined
“Never” with special respect to the chance of Migration from BSNL, while the
least number of respondents (3.2%) were opined “High Chance” with reference to
the chance of Migration from BSNL.
68
5.0
FINDINGS AND SUGGESTIONS
FINDINGS:
A good majority of people (31.2%) are using BSNL, while Tataindicom are
the least (0.4%) by considering 250 samples, with respect to Mobile.
A good majority of people (88.4%) are using BSNL, while Tataindicom and
Airtel are the least (3.2%) each, with respect to Landline.
A good majority of people (51.2%) are familiar with BSNL, while (0.8%) of
people are familiar but have never used.
69
A good majority of respondents (39.6%) opined that BSNL is “Some What
Better” when compared to other services, while the least number of
respondents (0.4%) opined “Don’t know/Never used”.
70
A good majority of respondents (46%) were “Very Satisfied” with the
Network of BSNL, while the least (4.8%) were “Very Dissatisfied” with the
Network of BSNL.
Customers were felt that monthly rental was too high hence the reason
that most of them were surrendering.
Recharge card rates are very high so make some arrangements to make
recharge cards available at cheaper rates.
Some customers felt that when landline phone gets out of order, it is not
checked or corrected for even 1month, hence there was heavy business
loss.
71
In the evening, lines are not getting connected since network problem was
too high.
When phone went out of order, the respondents were still charged for
calls.
Even after Surrendered the phone before 6months deposit amount was
not yet received but receiving bill.
In Pollachi network is not proper inside the house so Customers were very
much dissatisfied.
72
With regards to mobile services options are limited hence customers were
switching over to other service providers.
Due to the maturity and easy availability of Mobile service most of the
customers were surrendered their landline connection.
Due to limited number of linemen, faults were not immediately attended to,
hence customers were very much dissatisfied.
It was brought to notice of the researcher that prepaid SIM cards took up
to 10 days for activation.
Most of the people were not satisfied with the BSNL Customer Service for
both Mobile and Landline.
The respondents felt that the number of payment service counters was
inadequate, hence more payment counters should be made available.
Students are not much interested in BSNL Cell one because of non-
availability of SMS facilities.
73
The respondents felt that The BSNL cell ones starter pack and recharge
cards are in perennial short supply.
Even though customers were dissatisfied with BSNL due to Loyalty they
are still using BSNL service (For only Incoming).
One of the major irritations, as told by the respondents was that the
communication instruments provided by BSNL were of poor quality and
hence they had to face frequent problems with the instruments.
74
SUGGESTIONS:
From the research study, it has been found out that the Customers are
very particular about the Quality of the Telecom services and hence they
want BSNL to increase the Quality of BSNL services by providing the
Customers an attractive instrument with new wiring connections.
BSNL may also introduce some sales promotion such as cash discounts;
Quality discounts hence the promotional activities would further strengthen
the market share of the Company.
BSNL may reduce the monthly rentals and also the service tax.
75
BSNL should take steps to curb the corrupt practices of the Linemen.
BSNL may introduce CUG connection like other services so that they may
retain their first position in the market.
6.0
CONCLUSION
Conclusion:
76
BSNL being a public sector, in order to thrive and excel, have to understand
about the Customers expectations.
They also have to understand about their competitors and their nuances in
understanding their Customers.
Since Communication industry is a very competitive one it is high time for BSNL
to understand about their Customers in Landline as well as Mobile services.
77
7.0
BIBLIOGRAPHY
BIBLIOGRAPHY
WEBSITES:
1. www.bsnl.co.in
2. www.yahoo.com
3. www.google.com
78
8.0
ANNEXURE
79
1. What is your Age?
a. Managerial
b. Professional
c. Clerical
d. Manual Worker
e. Student
f. Retired
g. Agriculture
a. Yes
b. No
5. And which of the following mobile services you are using currently?
a. BSNL.
b. Tata Indicom.
80
c. Reliance.
d. Airtel.
e. Aircel.
f. BPL\Hutch.
g. Any other please mention
a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Any other please mention.
7. How familiar are you with BSNL Services?
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
11. How satisfied are you with the customer care of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
81
d. Quite dissatisfied
e. Very dissatisfied
12. How satisfied are you with the additional packages of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
13. In thinking about your most recent with others was the Quality of the BSNL
Customer Service you received:
a. Excellent.
b. Good.
c. Average.
d. Poor.
e. Very poor.
a. Much better.
b. Some what better.
c. About the same.
d. Some what worse.
e. Don’t know (or) Never used.
15. [a]. All things considered over the next 12 months how likely are you to
replace your current Service
a. Certain.
b. High chance.
c. Not sure.
d. Low chance.
e. Never.
[b]. If you are looking to replace your current Service what are some of the
reasons for doing so?
82