A Comprehensive Study on Various Service4

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A comprehensive study on various services

provided by BSNL and customer satisfaction

of BSNL users.

ACKNOWLEDGEMENT

It is indeed a mater of immense pleasure and honor to complete a project/research

work on ‘A Comprehensive study on various services provided by BSNL and Customer

satisfaction of BSNL users’ as it not only gave me a deep insight into the present

competitive corporate world especially the telecom industry operating throughout the

length and breadth of our country but it also helped me to gain a profound knowledge on

various aspects of customers tastes, preferences and expectations from the service

provider –BSNL. It also helped to realize why in to days modern marketing arena –

CUSTOMER SATISFACTION’ is the buzz word. And behind compiling all these

realizations into a single project with the support of authentic facts and figures lies

the tireless and unconditional efforts of some persons and I would like to take this

golden opportunity to acknowledge them.

At the beginning, I wish to express my gratitude to this institution of excellence,

which was created in me the courage to undertake such a grand project. It is my first andforemost duty to express my profound sense of gratitude to Dr. U. C. SARKAR

(Principal, B. B. College, Asansol) and Dr. J. SINHA (Co-ordinator, B.B.A(Hons.) Dept.)

who provided me an opportunity to fulfill most cherished desire of reaching my goal.

I am deeply indebted to Mr. D. SARKAR (General Manager, Asansol Telecom

District, BSNL) and Mr. RAKSHIT (PA to GM, BSNL) for showing me the right

direction in my project. I also want to thank all to staff members of BSNL G. M. Office,

Asansol who helped me indirectly in the completion of this project.

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of BSNL users.

I wish to express my deep sense of gratitude to all the faculties and staff members

of B.B.A(Hons.) deptt. of B. B. College, Asansol, specially Dr. P. BANERJEE. , Mr.

G. HAZRA., Mr. B. P. GHATAK., Miss M. ROY., my project guide Mr. S.

CHATTERJEE and Mr. A. BHATTACHARYA (Office Assistant) for their

valuable guidance, constant help and encouragement in the preparation and completion

of this project.

At last, I am ever grateful to my parents not only for their valuable suggestions in

every critical junctures but also for being a source of immense inspiration amidst the ups

& downs of my research period.

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of BSNL users.

DECLARATION

I hereby declare that the project entitled “A comprehensive study on various

services provided by BSNL and customer satisfaction of BSNL users”

Submitted in partial fulfillment for the award of Bachelor of Business

Administration[B.B.A.(Hons.)] to Burdwan University, Burdwan is record of

independent research work carried out by me under the supervision of MR. SANKHA

CHATTERJEE,(my project guide) and lecturers of BBA deptt., of B. B. College,

Asansol, Mr. D. Sarkar ( G. M., Asansol Telecom District, BSNL).

I also declare that this project is a result of my own effort and has not been

submitted earlier for the award of any degree or diploma or prize to this or any other

university.

ANANDA DUTTA

DATED : ROLL : ASAN ABM 2006/03

ASANSOL REG. NO. : 841 OF 2005-06

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of BSNL users.

REASON FOR CHOOSING THE TOPIC

(A comprehensive study on various services provided by BSNL and customer satisfaction

of BSNL users)

The objective of the project is to find out the reason:

1) Why inspite of several competitors in the market with multiple type of services

with attractive price and opportunity of business, it has been seen that a large

number of consumers flock to buy or use ‘BSNL’ service. At first our research

will take us into the depth of the study on various attractive services

provided by BSNL and then find out whether it is the ONLY reason behind

such consumer behavior.

2) Why consumer satisfaction should be still a major area of concern of BSNL’s top

management and suggesting various steps that should be undertaken by it in

order to improve customer satisfaction by conducting a customer satisfaction

survey of BSNL users.

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of BSNL users.

1. INTRODUCTION

(a) CUSTOMER SATISFACTION – WHY A BUZZ

WORD

IN TODAYS MARKETING WORLD ?

i) WHO IS A CUSTOMER

Customer is defined as any one who receives that which is produced by

the individual or organization that has value. He or she is purchaser of a product or

service. A customer is a person or organization that purchases or obtains goods or

services from other organization such as manufacturers, retailers, whole sellers or service

provider. A customer is not necessarily the same persons the consumer, as a product or

service can be paid for by one party, the customer and used by another – the consumer.

ii) CUSTOMER VS. CONSUMER

Customer buy the products you make, from you and consumer buy the

product from the customers and use the product. Thus retailers are customers and the

people who hopefully will love and embrace the products with passionate fervor are

consumers.

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of BSNL users.

iii) CUSTOMER VS. CONSUMER BEHAVIOUR

• CONSUMER BEHAVIOUR

The process through which the ultimate buyer makes purchase

decisions.

• CUSTOMER BEHAVIOUR

A broad term that covers both individual consumers who buy

goods and services for their own use and organizational buyers who

purchase business products.

WHAT IS CUSTOMER SATISFACTION

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

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

performance indicator within business and is part of the four perspective of a Balanced

Scrorecard.

iv) MEASURING A CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while

targeting non-customers. Measuring customers satisfaction provides an indication of how

successful the organization is at providing products and/or services to the market place.

6



Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

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



of BSNL users.

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary on other options the customer

may have and other products against which the customer can compare the organization’s

products.

Because satisfaction is basically a psychological state, care should be taken in the

effort of quantitative measurement, although a large quantity of research in this area has

recently been developed. Work done by Berry. Brodeur between 1990 and 1998 defined

ten ‘Quantity Values’ which influence satisfaction behaviour, further explained by Berry

in 2002and known as the ten domains of satisfactions. These ten domains of satisfactions

include : Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-

departmental Teamwork, Front line service Behaviour, Commitment to the

Customer, and Innovation. These factors are emphasized for continuous improvement

and organizational change measurement and are most often utilized to develop the

architecture for satisfaction of measurements an integrated model work done by

Parasuraman Zeithaml and Berry between 1985 and 1988 provides the basis for the

measurement of customers satisfaction with a service by using the gap between the

customer’s expectation of performance and their perceived experience of performance.

This provides the measurer with a satisfaction “gap” which is objective and quantitative

in nature. Work done by Cronin and Taylor propose the “confirmation/disconfirmation”

theory of combining the “gap” described by Parasuraman Zeithaml and Berry as two

different measures (perception and expectation of performance into a single

measurement of performance according to expectation. According to Garbrand customer

satisfaction equals perception of performance divided by expectation of performance.

7



The measure of customer satisfaction involve a survey with a set of statements

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

in terms of their perception and expectation of the performance of the organization.



of BSNL users.

v) IMPORTANCE OF CUSTOMER SATISFACTION

The importance of customer satisfaction can not be underestimated. After

all customer satisfaction can impact every aspects of business from earnings to stock

profits. If business owners and potential business owners loose site of the fact that

they are in business for the customer and not for the money, then they will never have

a successful business. Business are prosperous & long lasting to the degree that they

truly do make customer satisfaction the centre of all they do.

Customer satisfaction means a variety of things for the business owner,

but the main thing it means is that the needs of the customer are the bottom line the

driving force behind all decisions that are made for the business. It means that gaining

& keeping customers is important enough to a business that they are willing to make

changes if necessary based on what customer want.

vi) IMPORTANCE OF CUSTOMER SATISFACTION

SURVEYS

Customer satisfaction surveys measure and evaluate the attitudes, opinions

and satisfaction levels of customer and clients.

Customer satisfaction surveys identify areas of business that do not meet

customer expectations. Not only are customer satisfaction surveys quick and

inexpensive to produce, they are also guaranteed to yield invaluable results.

Companies can then use the data to implement and revise policies and procedures.

Customer satisfaction surveys can be an important first step towards

achieving the ultimate goals of exceptional customer satisfaction, locality and

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of BSNL users.

(b) About the company (BSNL)

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services in

India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service,

MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has

become one of the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on

improving it, expanding the network, introducing new telecom services with ICT

applications in villages and wining customer's confidence. Today, it has about 47.3

million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM

Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,

480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602

Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to

bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in

the country to beat its reach with its wide network giving services in every nook & corner

of country and operates across India except Delhi & Mumbai. Whether it is inaccessible

areas of Siachen glacier and North-eastern region of the country. BSNL serves its

customers with its wide bouquet of telecom services.

BSNL is numero uno operator of India in all services in its license area. The

company offers vide ranging & most transparent tariff schemes designed to suite every

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customer.

BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering

24 percent of all mobile users as its subscribers. That means that almost every fourth

mobile user in the country has a BSNL connection. In basic services, BSNL is miles

ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of

the subscriber base and 92 percent share in revenue terms.



of BSNL users.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet

Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS,

Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the

country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through the

same Backbone and Broadband Access Network. At present there are 0.6 million

DataOne broadband customers.

The company has vast experience in Planning, Installation, network integration

and Maintenance of Switching & Transmission Networks and also has a world class ISO

9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than

Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million

(US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is

worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 millions lines to 125

million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733

crores (US$ 16.67 million) in the next three years.

The turnover, nationwide coverage, reach, comprehensive range of telecom

services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

11





of BSNL users.

Vision, mission & Objectives

VISION To become the largest telecom Service Provider in Asia.

MISSION

i. To provide world class State-of-art technology

telecom services to its customers on demand at

competitive prices.

ii. 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 serviceto 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

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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.

iv. Implementation of Triple play as a regular

commercial proposition.



of BSNL users.

( c) About the other major players existing in thetelecommunication

market.Bharti Airtel

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The BhartiGroup, has a diverse business portfolio and has created global brands in thetelecommunication sector. Bharti has recently forayed into retail business as Bharti Retail

Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfullylaunched an international venture with EL Rothschild Group to export fresh agri productsexclusively to markets in Europe and USA and has launched Bharti AXA Life InsuranceCompany Ltd under a joint venture with AXA, world leader in financial protection andwealth management.

Airtel comes to you from Bharti Airtel Limited, India’s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. BhartiAirtel since its inception has been at the forefront of technology and has steered thecourse of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business

units (SBU’s) - Mobile Services, Airtel Telemedia Services & Enterprise Services. Themobile business provides mobile & fixed wireless services using GSM technology across23 telecom circles while the Airtel Telemedia Services business offers broadband &telephone services in 94 cities. The Enterprise services provide end-to-end telecomsolutions to corporate customers and national & international long distance services tocarriers. All these services are provided under the Airtel brand.

13



VODAFONE

Vodafone Group Plc is the world's leading mobile telecommunications company, with a

significant presence in Europe, the Middle East, Africa, Asia Pacific and the United

States through the Company's subsidiary undertakings, joint ventures, associated

Undertakings and investments.



of BSNL users.

The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the UnitedStates the Group's associated undertaking operates as Verizon Wireless. During the lasttwo financial years, the Group has also entered into arrangements with network operatorsin countries where the Group does not hold an equity stake. Under the terms of thesePartner Network Agreements, the Group and its partner networks co-operate in thedevelopment and marketing of global services under dual brand logos.

At 31 December 2007, based on the registered customers of mobile telecommunicationsventures in which it had ownership interests at that date, the Group had 252 millioncustomers, excluding paging customers, calculated on a proportionate basis in accordancewith the Company's percentage interest in these ventures.

The Company's ordinary shares are listed on the London Stock Exchange and theCompany's American Depositary Shares ('ADSs') are listed on the New York Stock Exchange. The Company had a total market capitalisation of approximately £99 billion at31 December 2007.

Vodafone Group Plc is a public limited company incorporated in England under registered number 1833679. Its registered office is Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN, England.

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The Late Dhirubhai Ambani dreamt of a digital India — an India where the common manwould have access to affordable means of information and communication. Dhirubhai,who single-handedly built India’s largest private sector company virtually from scratch,had stated as early as 1999: “Make the tools of information and communication availableto people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility.”

It was with this belief in mind that Reliance Communications (formerly RelianceInfocomm) started laying 60,000 route kilometres of a pan-India fibre optic backbone.



of BSNL users.

This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless andwireline) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information andcommunication) value chain, including infrastructure and services — for enterprises aswell as individuals, applications, and consulting.

Today, Reliance Communications is revolutionising the way India communicates andnetworks, truly bringing about a new way of life.

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http://images.google.co.in/imgres?imgurl=http://www.phonepulse.com/india_mobile/mobile_service_provider/reliance_india_mobile/prepaid_logo.gif&imgrefurl=http://www.phonepulse.com/india_mobile/mobile_service_provider/reliance_india_mobile/teriffs_and_offers_reliance.htm&h=86&w=81&sz=5&hl=en&start=5&tbnid=PlqRCcPmY5MOJM:&tbnh=77&tbnw=73&prev=/images%3Fq%3DRELIANCE%2BINDIA%2BMOBILE%26gbv%3D2%26hl%3Den%26sa%3DG





of BSNL users.

(d) About Asansol Market

Asansol is the second largest city in West Bengal, after Kolkata. Situated in

Damodar River Valley, the city has evolved and expanded over time to a current

population of one million , ranking 23rd in India.

As per 2001 census, the population of Asansol is 475439. Male contribute 53% of

the population and females 47%. The literacy rate of Asansol is 73% , higher than the

national average 56.5%. 57% of the male and 43% of the female of Asansol city are

literate.

16





of BSNL users.

Asansol’s economy is primarily based on the coal and steel industries. Asansol is

considered to be the major hub for the manufacturing steel industry , thanks to the

continued good performance and development of Chittaranjan Locomotive Works,

17



extensive activities of Eastern Coal Fields, and the sanction of major investment for the

modernization of the IISCO Steel Plant of SAIL.

Asansol’s telecommunication market is flooded with the present major

telecommunication service providers such as Reliance India Mobile(RIM), Airtel,

Vodafone, and Tata Indicom apart from BSNL. It has been seen that premium and

quality conscious customers prefer Airtel and BSNL whereas most of the customers

within the low income group prefer RIM, Vodafone, or Tata. A healthy competition and

good business relationship exists among all the major telecommunication provider in the

Asansol market.



of BSNL users.

2. AIMS AND OBJECTIVE OF STUDY

1] To conduct a market survey and analyze the services by the Bharat Sanchar Nigam

Ltd.

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2] To collect the information on the attitude of the users/consumers to its dealer.

3] To find out the factors that influences the customers/users to buy BSNL-sewa.

4] To find the opinion on the performance of the service/product.

5] To find out the level of satisfaction about the after sale service provided by the dealer.

6] To find out whether the problems faced by the users are handled immediately or not.

7] To find out whether everyone is satisfied with his/her Product or Brand which he/she

is currently using.

8] To come out with necessary suggestion and feed-back so as to improve its sales and

service.

9] Formulating and upgrading overall Marketing Strategy.



of BSNL users.

3. STATEMENT OF PROBLEM

BSNL operates across the length and breadth of India(except the metropolitan cities of

[Mumbai] and [New Delhi] which is managed by [MTNL]. As it is the most trusted

19



telecom brand of the Nation with its various services and operations, it is necessary to

adopt new technology with the horizon to attract more users/customers in Metros and

other areas.

The consumer market consists of the entire individual who purchase

goods/services for personal usage as the consumer/users differs both the demographically

and geographically all over the world.

A consumer may have a set of interest, taste in purchasing/buying the services

because several telecom sewa are being provided by the different companies in all over

India. So consumer have lots of option to switch over to another service provider because

every one claiming to be the best among others. So it is difficult to the service provider or

dealer to know the attitude of the customers for the service provided by dealer. The

reason for this is that the attitude keeps changing from generations to generations, year by

year, time to time and from age group.



of BSNL users.

4. A STUDY ON THE VARIOUS SERVICES PROVIDE BY

BSNL

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BSNL is the largest telecom operator in India and is known to everybody for BasicTelephony Services for over 100 years. Presently the Plain old, Countrywide telephoneservice 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 Plusvalue additions to our valued Customers. BSNL's telephony network expands throughoutthe vast expanses of the country reaching to the remotest part of the country.

A comprehensive study on various services provided by BSNL and customer satisfaction

of BSNL users.

Phone Plus Facility

21



Gone are the days when basic telephones wasused only to make and receive calls. With the aid of state-of-the-art digital exchanges,BSNL offers a host of phone plus services, converting old basic telephones to asophisticated tool which can be used for a variety of applications.

Call Waiting

This facility lets to receive incoming calls even when telephone is busy. We willget a short duration pip-pip tone when we will be busy talking , indicating that another call is waiting , provided we have activated this facility. We can talk to any one of thecallers keeping the other waiting. Complete secrecy of communication between the twocallers is maintained.

Hot Line

We may want to be connected directly to a pre-determined number as soon

as we lift the hand set even without dialing. At the same time we may want to havethe flexibility to dial any other number of our choice. It is possible to have thisfacility in the digital exchanges by the delayed hotline feature. The number of our

choice can be programmed by the exchange staff at our request. After doing so if welift the telephone and do not dial within 5 seconds , we will be automatically

connected to the programmed number. However if we start dialing with in 5seconds , we can make an outgoing call as usual.



of BSNL users.

Call Transfer (Call Forward)

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Useful for very mobile persons who may not want to miss incoming calls. Usingthis facility Calls can be forwarded to another telephone number designated by you.

Automatic Wake-Up/Reminder Call Service

When we want to be given reminder at a specific time, all we have to do is to callthe exchange and leave the time we want to be reminded. The facility allows us to initiatea call automatically by the exchange at a fixed time specified by the user of thetelephone.

Number/Call Hunting Service

If we have more than one telephone line, this facility is very helpful for our caller.If the called line is engaged, our caller does not have to disconnect and dial other line(s).This facility automatically transfers the incoming call to whichever line is free.

Calling Line Identification Presentation (CLIP)The subscriber has to buy separately the CLIP display device from market. Using

this facility we can see the number of the calling party before lifting our telephone. Veryuseful to trace malicious caller. However, the CLIP instrument shall be procured andinstalled by the users themselves.

Calling Line Identification (CLI) Announcement Service

Dialing 164 and listening to the number of the phone line that we have used tomake the call. Very useful when in doubt about our phone number.

Phone Bell Check

Dialing 161 and after a few second replace the hand set. Our phone will ring very

soon. Useful for checking functioning or adjusting volume of bell of our phone. .Electronic Locking For STD/ISDFor 100% protection against improper use, we can lock our telephone

electronically. Here, we only know the secret code. We can lock/allow Local, STD orISD calls in many way viz. all calls allowed, only local calls allowed, only STD & Local

calls allowed, all outgoing calls barred etc.

Callconferencing

With this service telephonic conference can be set up within 3 or more parties. This service is available subject to technical feasibility.



of BSNL users.

23



Cellular Service Overview

India's fastest growing cellular service , along with postpaid and prepaid services brings cellular telephony to the masses, through innovative technology and strategic pricing.

This ambitious service uses state-of-the-art GSM technology to attain global excellence andleadership in business. Our entry into this sector has brought GSM cellular service at anaffordable cost to the common man. All serving a single objective, to provide better

communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh Cellular customers within ten months of launch of Cellular service, an unprecedented mark in IndianCellular Market



of BSNL users.

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Why should we choose BSNL Mobile?

• For the first time in the country, all major towns and cities are covered through r network

•

All major national and state highways are covered• National and International SMS facility• International roaming available for more than 300 networks across the world.• The facility of one number roaming across the country• Appropriate and reasonable tariff packages to suit every pocket• Absolute transparency in billing. All regular features of cellular telephony, such as SMS

as well as advanced features like MMS are available.• 24 Hour helpline all across the country.• The only Mobile service available through out the country including Jammu and

Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, Mizoram etc.

BSNL Service Plus:

CellOne provides a number of Value Added Services. These services helps BSNL serve us

better & enhance the ease & quality of communication thus bringing globalconnectivity at your doorstep.

Voice Mail Service

Value Added Services SIM Based service SMS based Services Short Message Service (SMS)Group Messaging

National & International roamingCall forwarding

Corporate Virtual Private Network Call conferencingFriend and Family Talk

Call waiting and Call holding facility

Unified Messaging Services: This provides Voice mail, FAX, e-mail, text to voiceservices on your mobile phone. So stay in touch with your nears and dears bymeans you like the most. Wireless Application Protocol (WAP): Surf WAP enabled websites on Internet usingthis service.



of BSNL users.

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Label1

http://www.bsnl.co.in/service/mobile_vms.htm

http://www.bsnl.co.in/service/mobile_vas.htm

http://www.bsnl.co.in/service/mobile_vas_shortcodes.htm


http://www.bsnl.co.in/service/mobile_sms.htm

http://www.bsnl.co.in/service/mobile_roaming.htm

http://www.bsnl.co.in/service/mobile_cf.htm

http://www.bsnl.co.in/service/mobile_cc.htm

http://www.bsnl.co.in/service/mobile_cw.htm

http://www.bsnl.co.in/service/mobile_ums.htm



http://www.bsnl.co.in/service/mobile_vas.htm










BSNL Mobile



26

BSNL Mobile offers us a host of value added servicesand unmatched features not found in any other

Cellular service

As a proud subscriber of BSNL Mobile service wecan stay in touch with our nears and dears any wherein India because BSNL Mobile is the only Cellular service which is available in all major cities andcovers all major highways. BSNL Mobile gives us all India roaming facility (including Delhi and Mumbai)and International roaming facility to more than 300 networks across the world.

As a BSNL Mobile subscriber we may enjoy benefitslike:

No security Deposit if we are an existing BSNLsubscriber

No security deposit or monthly rental for nationalroaming

facility in Plan-325 & 525

Voice Mail recording and receiving facility free.

CLIP free

Call waiting and Call holding facility free

Missed call alerts by sms- free of cost!





http://www.bsnl.co.in/newsdetailed.php?news_id=332




http://www.bsnl.co.in/newsdetailed.php?news_id=332



of BSNL users.

A host of value added services are also available at very economical charges:

Voice Mail Service

Short Message Service (SMS)

Group Messaging

National and International Roaming

Call forwarding

Corporate Virtual Private Network

Call conferencing

Friend and Family Talk

Call waiting and Call holding facility

In services like Prepaid cards, Universal Access No.splitcharging,VPN etc

Wireless Application Protocol(WAP): Surf WAP enabledwebsites on Internet using this service.

Unified Messaging Services: Integrate our Mobile phone with

the Internet and access our e-mails, faxes, voice mail etc on ourmobile phone.



27


















of BSNL users.

BSNL MOBILE – Prepaid

BSNL Mobile prepaid service offers us a host of value added services and unmatched features not foundin any other Cellular service. All India roaming facility is also available on BSNL mobile prepaidservice.

Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of Rs. 50/- is given toall subscribers.

BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs. 500, Rs.1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180 days respectively.

Moreover, on any later date if we want to convert our BSNL Mobile pre-paid scheme to post paidscheme it can be done without paying any additional activation charge. The unutilized balance amount

will not be adjusted in the post-paid scheme. (this conversion facility is subject to technical

feasibility).

A

host of value added services are also available at very economical charges:

Voice Mail Service

Short Message Service (SMS)

All India R oaming

Call Forwarding(within same Service Area)

Call Conferencing

Call Waiting and Call holding facility

Wireless Application Protocol(WAP): Surf WAP enabled websites on Internet usingthis service.

Unified Messaging Services: Integrate your Mobile phone with the Internet and

access your e-mails,

faxes, voice mail etc on your mobile phone


28





















of BSNL users.

Wireless in Local Loop(WLL) Mobile Telephone

BSNL WLL-M is a communication system that connects customers to the The BSNLLandlinenetwork using radio frequency signals instead of conventional copper wires, for thefull or part connection between the subscriber and the exchange This comes with superior voicequality and high speed data capabilities. CDMA is popular with more than 100 millionsubscriber worldwide, and the number keeps on increasing exponentially .

• Terminal Type: Hand Held Terminal.

• Service using Hand Held Terminal (WLL-M service)

In this case, subscriber can carry a small handset of CDMA technology. There is no antenna or any other equipment at subscribers premises.

• Why Choose BSNL'S BSNL WLL CDMA Mobile

BSNL's WLL BSNL WLL service is the most reliable and affordable service giving youthe best of both fixed line telephony & Mobile telephony. It offers host of value added

services at virtually no cost to our esteemed subscribers. Customer may get the handset by paying premium approx. Rs. 20/- per month only for the comprehensive policy takenfor the cost of handset.

SERVICES

BSNL WLL-M offers us a host of value-added services:

Voice-mail service: 24 hour personal call answering service

Call waiting: allows us to receive an incoming call while already engaged in one call

Call hold: allows us to put a current call on hold and make a second call

Call divert: allows us to divert calls within your SDCA

3-way call conferencing: allows a conference between 3 persons from our mobilehandset


29




of BSNL users.

CLIP (Caller Line Identification Presentation): enables us to view the number of thecalling person when you receive a call

CLIR (Call Line Identification Restriction): enables us to block presentation of our own number on a called person's phone

Dynamic STD/ISD locking.

Data / Fax transmission (upto 14.4.kbps).

Morning alarm / Hotline

INTERNET

BSNL is India's no. 1 Internet service provider with more than 17 lakh subscribers,

providing Internet service throughout the entire country (except in New Delhi andMumbai) under the brand name of "Sancharnet". Sancharnet provides free all Indiaroaming and enables it's users to access their accounts, using the same access code(172233) and user ID from any where in the Country. In order to make Internet availablethrough out the length and breadth of the Country Internet Dhabas are beingcommissioned at all the Block Headquarters. BSNL has also started DIAS and Account free internet access (CLI based) facility on few select cities recently.

BSNL has launched "SANCHARNET CARD" recently. The Sancharnet Card" is a prepaid Internet Access Card with following features for customers:

• Self-register for internet access with our choice of userid• Renew our existing Sancharnet Account• Wide Range of Internet Access Packages

Web-Hosting Service is also provided by the BSNL. It allows customers to host their static or dynamic web-sites on BSNL servers. Web hosting service provides basic features like Web-space (Data Storage) on servers for hosting HTML pages with browser supported MIMEtypes, Primary or Secondary Domain Name Hosting, Server Side Scripting: Perl, JavaServlets, JSP, Database Access( MySQL), Email Access and Web-email, Multiple Email IDs

as per the plan, Ftp access for uploading and downloading pages as per the plan, Continuoususage billing for Web, Messaging and FTP etc.


30

http://www.sancharnet.in/

http://www.bsnl.co.in/service/internet_tariff_dias.htm


http://www.bsnl.co.in/service/internet_typeofaccess.htm#cli


http://www.bsnl.co.in/service/webhosting.htm

http://www.sancharnet.in/




http://www.bsnl.co.in/service/webhosting.htm




of BSNL users.

Web Co-location Service: BSNL provides Internet services to the customers located in about450 locations. Web Co-location is an easy and cost effective solution to house a company's powerful infrastructure without losing the administrative control on the equipments. Web Co-location eliminates much of the Infrastructure costs as well as the maintenance cost of suchequipments apart from avoiding the last mile problems. Web Co-location enables customer?sequipment/ Servers to be treated as a part and parcel of the ISP network enjoying all thefacilities as the ISP servers.

SMS and BULK SMS Services It allows us to send SMS using Sancharnet Email service.Sending SMS using Sancharnet account is very easy and cost effective. There is no need of a

mobile phone to send SMS. Moreover it is easy to type a message on computer keyboard.

BSNL is in the process of commissioning of a world class, multi-gigabit, multi-protocol,convergent IP infrastructure through National Internet Backbone-II (NIB-II), that will provideconvergent services through the same backbone and broadband access network. The Broadbandservice will be available on DSL technology (on the same copper cable that is used for connecting telephone), on a countrywide basis spanning 198 cities.

In terms of infrastructure for broadband services NIB-II would put India at par with moreadvanced nations. The services that would be supported includes always-on broadband accessto the Internet for residential and business customers, Content based services, Videomulticasting, Video-on-demand and Interactive gaming, Audio and Video conferencing, IPTelephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs withQuality of Service (QoS) guarantees. The subscribe will be able to access the above servicesthrough Subscriber Service Selection System (SSSS) portal.

Key Objectives

• To provide high speed Internet connectivity (upto 8 Mbps)• To provide Virtual Private Network (VPN) service to the broadband customers• To provide dial VPN service to MPLS VPN customers.• To provide multicast video services, video-on-demand, etc. through the Broadband

Remote Access Server (BRAS).

31

http://www.bsnl.co.in/service/web-colocation.htm

http://www.bsnl.co.in/service/sms.html

http://www.bsnl.co.in/service/web-colocation.htm

http://www.bsnl.co.in/service/sms.html





of BSNL users.

• To provide a means to bill for the aforesaid services by either time-based or volume- based billing. It shall provide the customer with the option to select the services throughweb server

• To provide both pre-paid and post paid broadband services.

Services available through Broadband

• High speed Internet Access: This is the always-on Internet access service withspeed ranging from 256 kbps to 8 Mbps.

• Bandwidth on Demand: This will facilitate customer to change bandwidth as per

his / her requirement. For example a customer with 256 kbps can change to 1 Mbpsduring the video Conferencing session.

• Multicasting: This is to provide video multicast services for application in distanceeducation, telemedicine etc

• Dial VPN Service: This service allows remote users to access their private networksecurely over the NIB-II infrastructure.

• Video and Audio Conferencing:

• Content based Services: Like Video on Demand, Interactive Gaming, Live and

time shifted TV

Wi-Fi

Wi-Fi Services have been introduced for providing high speed internet access at convenient public locations hereunder called as Hot Spots. Installation of Hot Spots is already under process at various cities/ locations.

Hot Spot Type-A is applicable for public utility services like Airports, Railway Stations,Universities and their campus etc initially for a period of 90 days from the date of its launch.

Hot Spot Type-B is applicable for personal type of services like Hotels, private ownedinstitutes/ Colleges/ libraries/ Universities and their campuses etc. Prepaid schemes for HotSpot B owners on commission basis is also available.


32




of BSNL users.

Web Co-location Services

Internet services to the customers located BSNL provides in about 450 locations. Web Co-location is an easy and cost effective solution to house a company's powerful infrastructurewithout losing the administrative control on the equipments. Web Co-location eliminates muchof the Infrastructure costs as well as the maintenance cost of such equipments apart fromavoiding the last mile problems. Web Co-location enables customer?s equipment/ Servers to betreated as a part and parcel of the ISP network enjoying all the facilities as the ISP servers. WebCo-location provides the infrastructure at a nominal value keeping the customer comfortableand focussed in maintaining the Applications /Services of the company. Apart from enjoyingthe bandwidth and facilities, the customer retains control over his equipment, software and

operating system. The customer simply leases the physical space and high-grade, tier onenetwork access from BSNL the hosting provider.

TYPICAL APPLICATIONS

E-commerce, financial, B2B, email and other data storage and retrieval

FACILITIES

Any organization interested to host its server from an ISP premises. It includes the newcustomer or the customer using the existing facilities of other ISP. Companies of all the sectors

can co-locate their servers without any difficulty on maintenance aspects BSNL provides

1. Air-Conditioned, dust free, fire-safe and secure space with racks (42 U) at the nodes for co-location.

2. Necessary CAT5 cabling for connecting the server to the LAN.

3. AC and DC power supply.

4. One Sancharnet account of 100 hours to customer to enable administration of the server.

5. BSNL provides one IP Address per site on request


33




of BSNL users.

Web Hosting Services

?Anything and Everything on the Net? is the culture of the day. It has become essential to keep the information about the organization and self in the cyberspace.Web hosting is a service that allows users to post Web pages to the Internet. It allows usersto publish their own information resources to any Internet user interested in accessing them.It is a business that provides the technologies and services needed for web sites to be viewedon the web.

Web hosting utilizes the server/client model to distribute content. A web hosting

provider will offer its clients access to a web server that will push the client?s content to

recipients on request. Recipients use web browsers to request content from the Web over their own Internet connection. BSNL provides the web hosting server and other technicalresources that are required to provide a consumer with their own customized Web site.

Web hosting services are more advantageous because they are outsourced, meaningthat the physical location of the web server does not reside at the consumer?s premises. Byoutsourcing the Web, the customer effectively transfers responsibility for maintaining hiswebsite to BSNL and obtain access to worldclass capabilities to control IT functions. Theadministrative control of the website remains with the customer, though the website is in theBSNL server. Generally, Web hosting does not include authoring of a Web site or thedevelopment of database-driven components or code. It is incumbent upon the consumer of

Web hosting services to develop this material or have it developed on his or her behalf.

Web hosting is offered to the consumer in multiple formats based upon the user?srequirements. These requirements are incumbent upon cost and infrastructure provided.

The Web Hosting Services of BSNL has been launched and are being hosted presently through web servers located at New Delhi and Bangalore. The number of sites willincrease based on the demand and the requirement of the customers of the country. Byhosting their pages through the Web servers of BSNL the customer can save lot of accesstime. As the server is available within the safe hands of BSNL any modifications required bythe customer can be done immediately to suit the requirements.


34




of BSNL users.

The following are the salient features:

• Domain name hosting• Web Publishing : HTML pages with Browser supported MIME pages• Server side scripting: Perl. Java Servlets , JSP• Web Server: Apache, Tomcat.• Data base : MYSQL• SMTP (Exim) and POP3 (apop3d) service for each domain• Multiple e-mail ids per domain with flexible mail quota possible• FTP access for uploading /downloading files• Centralized authentication for SMTP, POP3,FTP and for administration• Multiple Web Hosting Plans to choose• Multi user Admin- Administration Console for the management of

services & usage reports.• Multi User ? User Administration Console for limited management of

services and usage reports• Data Transfer quota Exceeded Message Display.• No hard limit on quota

Round the clock Technical report support through Help Desk

MPLS BASED VPN SERVICE

BSNL's IP Backbone using MPLS Technology:

Keeping pace with the technological trend to provide latest and varied value added services toits customers, BSNL harnesses IP Infrastructure based on MPLS Technology to offer worldclass IP VPN services. MPLS is an acronym for "Multi Protocol Label Switching".

MPLS VPN is a technology that allows a Service Provider like BSNL to have complete controlover parameters that are critical to offering its customers service guarantees with regard to bandwidth throughputs, latencies and availability. The technology enables secure VirtualPrivate Networks (VPN) to be built and allows scalability that will make it possible for BSNL

to offer assured growth to its customers without having to make significant investments. BSNLwould now be geared to provide Bandwidth on demand, Video Conferencing, Voice Over IP(VoIP) and a host of other value added services that could revolutionize the way a corporate business works!

35






of BSNL users.

An ISDN subscriber can establish two simultaneous independent calls (except when theterminal equipment is such that it occupies two 'B' channels for one call itself like in video

conferencing etc.) on existing pair of wires of the telephone line (Basic rate ISDN) whereas only one call is possible at present on the analog line /telephone connection. The two

simultaneous calls in ISDN can be of any type like speech, data, image etc. The call setuptime for a call between two ISDN subscribers is very short, of the order of 1 to 2 seconds.

ISDN also supports a whole new set of additional facilities, called Supplementary Services

Leased Line

To transmit data between computer and electronic information devices, BSNL provides data

communication services to its subscribers. It offers a choice of high, medium and low

speed leased data circuits as well as dial-up lines. Bandwidth is available on demand inmost of the cities. Managed leased Line Network (MLLN) offers flexibility of providing

circuits with speeds of n x 64 Kbps up to 2 Mbps. Useful for internet leased lines andinternational principle Leased Lines (IPLCs).

For dedicated point to point speech, private wire, tele-printer and data circuits are given onlease basis. Leased circuits are provided to subscribers for internal communication

between their offices/factories at various sites within a city/town or different cities/town onpoint to point basis, or on a network basis interconnecting the various sites.

Managed Leased Line Service(MLLN): The MLLN is a Managed Leased Line Networksystem which is proposed to provide Leased line connectivity. The State-of-the-art

technology equipment MLLN is designed mainly for having effective control, monitor on theleased line so that the down time is very much minimised.

Speech Circuits (Hot Line or Private Wire) - Local or Long distance circuits within two

locations in a city or between two different cities provided for the same applicant. TheTerminating equipment at both ends is telephone without dialing facility. Both way

signaling and speech is possible.

Data Circuits - Local or Long distance data circuits at different speeds viz. nx64 kbps

and 2 mbps. Data Circuits are of different types:


37




of BSNL users.

Point to Point Data Circuits - Local and Long Distance

Private Data Network - More than one Local or Long Distance leased circuits converging on

a location such that data from one leased circuit can be transferred automatically toanother leased circuit for the same subscriber.

Closed User Group - Leased circuits can be used by more than one legal entity if they form

closed user group. The following categories of user groups constitute closed user groups

for the purpose of licensing Private Telecom Networks.

1. Producer of goods and his whole -sale traders /agents.

2. Provider of service (not being a telecommunication service) and his whole-saletraders/agents.

3. Producers of same categories of goods.

4. Providers of the same category of service.

5. Holding company and its subsidiaries.

6. Interconnected undertakings.

7. Companies under the same management

8. Travel agents issuing tickets on the member airlines, whose network they use

including the network of a group of member airlines.

9. Computerized Reservations System (CRS) service providers owned by airlines.

10. Shared networks of banks for use of Automatic Teller Machines (ATMs), ElectronicPoints of Sale(EPOS)/credit authorization terminals.

11. Financial institutions registered primarily to deal in securities and theiragents/dealers.

12. Financial institutions registered as Mutual funds and their agents.

13. Financial institutions which are registered as depositories and their agents/dealers.

14. Other non-banking financial institutions


38




of BSNL users.

Intelligent Network

Recognizing the rising expectation and requirements of the customers, BSNL endeavors to

harness the rewards of telecom revolution. Towards this, we have redefined the term'telecom service' by introducing value added services in the form of intelligent network.

This technology makes possible, time and cost effective services, optimized solutions,meeting the exact needs of the customers, in additional business for you.

Services Offered

Free-phone Service - Call charges paid by the called person. Ideal for service and

Tourism industry. Premium Rate Service - A great tool for professionals to sell pricedinformation/consultat ion on phone. Indian Telephone Card - A pre-paid facility for making local,STD or ISD calls from

any telephone. Virtual Pr ivate Network - Normal telephones programmed to work as cheaper and

flexible - nationwide - private network. Voice Virtual Private Network - The Voice VPN service enables the subscribers to

establish a p rivate network using public network resources. Universal Number - A unique number nationwide. Universal Personal Number - A unique personal number nationwide. Tele voting - for conducting opinion polls and surveys using BSNL network. Account calling Card - For those who want to have a permanent account with BSNLcan make use of this service. This is similar to India Telephone Card.


39




of BSNL users.

Video Conferencing

Video Conferencing service allows multiple participants to converse with each other regardlessof their location through the video end-points or Personal computers. It involves Video andAudio communication. It's about connecting people. A video conference subscriber can add twoor more video participants in a particular conference. The customers can schedule their videoconferences through the Web. The video conferencing service can be availed by any user through IP or ISDN interface. The service is available to existing BSNL subscribers only. TheVideo end-point required for conferencing should be ITU - H.323/H.320 compliant. Anyconference scheduled can have both Dial-in and Dial-out participants on either IP or ISDN. Thecustomer will have to procure the video end-point from the market. Personal computer user can

download the software called "PVX" from BSNL's Video Conferencing Portal to avail theVideo Conferencing facility with their web-cam. This software will be made available shortly atBSNL's Video Conferencing Portal.

Audio Conferencing

Audio Conferencing service allows multiple participants to converse with each other regardlessof their location through the normal fixed line telephone or cellular phone. An audio conferencesubscriber can add two or more participants in a particular conference. The customers canschedule their audio conferences through the Web or through IVR. The service is available toexisting BSNL subscribers only. Any conference scheduled can have both Dial-in and Dial-out

participants. Conference can be scheduled one time or standing. A standing conference isalways on. The authorized participants has just to dial in a particular telephone number followed by a password to enter into a conference.

On demand conference can be made. The chairperson can invite several users one by one in theconference without using the web. He/she has to just dial a number followed by certain number and the called party number for doing a conference call

Inet

Change your way of doing business by networking your computers, data terminals, hosts and

LANs in different offices and manufacturing units both within the country and outside, throughInet - an X.25 based packet switched Public Data Network of BSNL . It provides extremely costeffective and reliable solution to your High Speed Wide Area Networking needs.


40




of BSNL users.

Inet can be used in the following applications :

o Electronic Mail Services

o Corporate Communications

o Information Retrieval

o Database Services

o Remote Job Applications

o Credit Card Verifications

o Travel Reservations

o INTERNET connectivity

HVNET

HVNET the High Speed Satellite based VSAT network of Department of Telecom Services, provides high speed data transfers (up to 64 Kbps) and voice communication service covering

the entire country


41




of BSNL users.

Services on HVNET

Data communication at speeds up to 64kbps.

Support of X.28 and X.25 protocols for data communication.Voice facility on the VSAT with connection to public telephone network(PSTN of BSNL)

Access to BSNL's RABMN network and Inet Phase I & II networks.Access to International data networks through GPSS of VSNL.

Shell account access to subscribers of the Internet.

Benefits

By opting BSNL's HVNET Vsat

o We can have FTP among your offices located at different places. o Our EDP section will have a reliable communication medium.

o We can connect HVNET VSAT service to our LAN server or Router.

o We can access a centralized Mail Server. o TCP/IP facility to access BSNL's Internet Service will also be provided in

future.

RABNRemote Area Business Message Network provides instant data communication between

computers and data terminals. This is a satellite based network that provides communication toany remote part of India.

Services on RABMNInteractive data communication at speed up to 9600 BpsAccess to Packet Switched public Data Network(Inet)Access to International Data Networks through Gateway PacketSwitch(GPSS) of VSNLAccess to National /International Telex NetworksPSTN dial-out facility through InetAccess to InternetAccess to HV NET

42





of BSNL users.

RESEARCH AND METHODOLOGY OF STUDY

(a) DESCRIPTION OF MARKET RESEARCH

Market research is the systematic design , collection, analysis and reporting the findingsrelevant to specific marketing situation that the company faces in regard to specific marketing problems.

Manager can not always wait for the information to achieve in bits and pieces from the

marketing system. They often require formal studies of the specific situation. In each situation,the marketing intelligence will not provide the detailed information needed by the managers. Soit is required to go for market research.

Market research is the function that links the marketer to the consumer and the public withinformation. It is used to identify and define marketing opportunities and problems, to generate,define, evaluate the market, to monitor marketing performance, and to improve understandingof the marketing processes.

Market research engage in a variety of activities, ranging from market potential and marketshare studies, to asses the consumer satisfaction and purchase behavior to the studies, product

distribution and promotion activities. A company can conduct market research in its ownresearch department or have some outside agency to do it. Whether a company uses outsideagency its own research depends upon their skills and resource available.

RESEARCH PROCESSES :

The Marketing Research Process CONSISTS OF FOUR STEPS : -

1) Defining the key problems and research objective.

2) Developing the research plan for collecting information.

3) Implementing the research plan.4) Interpreting and reporting the findings.

43





of BSNL users.

(b) SAMPLING PROCEDURE

Convenient sampling was used for the study. This because of the fact that extensiveconsumer had to be covered within a stipulated time.

However all precaution were taken to avoid sampling and field errors by uniformcoverage of the consumer chosen by sampling.

Sampling Instruments :

Questionnaires containing as set of printed questions were used for data collection.

Sampling Size :

A total of 100 questionnaires were administered to gather information as per the objectivelaid down.

Processing and Analysis of Data :

The after being collected was processed and analyzed in order to draw inference and findsolution to the problem. The processing of data consists of editing, coding and Tabulating of data and appropriate statistical techniques were used which ultimately helped analysis and drawconclusions.

44





of BSNL users.

(c) SOURCES OF DATA

Keeping in view the objective of the study, the conventional Market Research program wasadopted and the procedure. For the study consists of the following elements.

The data was collected through two sources. They are Primary sources and Secondarysources.

1] PRIMARY SOURCE

The information, which was collected using Questionnaire Method from the respondents,

is a primary source of data. It is original data gathered especially for project study. It includesdirect contacts with the respondents regarding their responds towards the product/service.

2] SECONDARY SOURCE

Secondary source of data include the finding on the basis of Research done by outsideOrganization. It includes the information collected from various sources both Internal andExternal such as journals of marketing company, brochures and reference books on the study.

45





of BSNL users.

(d) DATA COLLECTION INSTRUMENTS

While deciding about the method of data collection to be used for the study, theresearcher should keep in mind two types of data, they are:

1] PRIMARY SOURCE

The primary data are those which are collected fresh and for the first time.

2] SECONDARY SOURCE

The secondary data on the other hand are those which are already been collected bysomeone else and which have already been passed through the statistical processes.

COLLECTION OF DATA THROUGH QUESTIONNAIRES

This method of data collection is quite popular particularly incase of big enquiries. In thismethod a questionnaire are sent to the person concerned with a request to answer the questionand return the questionnaire.

46





are designed to positively expose, inform and influence consumers. These efforts include product/service itself, advertising, price strategies,distribution network, and in fact all marketing functions. For example,when a company introduces new brand of detergent powder or a

television set, it may run a series of radio commercials with supportingpress advertisements. The social environment serves as a non-commercial source of consumer information and influence which is notunder control of the firm. It includes reference groups and individuals,members of the family, social class and castes, culture, and the like.Both these stimulus variables influence consumers and buying process.

48





50





of BSNL users.

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of BSNL users.

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1.

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o

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54

Documents

A Comprehensive Study on Various Service4