A Study on Customer Satisfaction Towards Bsnl Services

8/13/2019 A Study on Customer Satisfaction Towards Bsnl Services

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SUMMER PROJECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS BSNLSERVICES

Submitted in patia! "u!"i!!ment t#$ad% t&e a$ad #" t&ede'ee in t&e#" Ma%te #" Bu%ine%% Admini%tati#n

SUBMITTED TO ( MS) NE*A +ATIYARNIET ,-REATER NOIDA)

SUBMITTED BY ( DEEP ARORA

MBA II Yea ROLL NO) ( ./.0012202

3BATC*(/2./4/2.56

Depatment #" MBA

N#ida In%titude #" En'inein' and Te7&n#!#'83NIET6



DECLERATION

I, DEEP ARORA Student of M.B.A. program in NOIDA INSTITUTE

OF EN GEERING A ND TECHNOLOGY h er eb y d ec la re t ha t a ll th e

information, facts and figures produced in this report are based on my own experience and

stu dy du rin g my “CUSTOMER SATISFACTION LEVEL TOWARDS

BHARAT SANCHAR NIGAM LIMTED MORADABAD ,”

I further declare that all the information and facts furnished in this project report are based

on my intensie findings. !hey are supportie to the actual figures of audited statements.

DEEP ARORA

Student of M.B.A. II year

"I#!, $%#A!#% "&I'A





ACKNOWLEDGEMENT

It ta(e immense pleasure in completing this project and submitting the final project report.

It has been a pleasurable experience wor(ing with BSNL !his )ompany has proided me

aluable (nowledge and experience, which I too( bac( with me.

I ta(e this opportunity to than( all those people who made this experience a

memorable one and without the aluable help from those this wor( couldn*t hae been turned

into a finished product.

In this context at such a learning stage and as a student of NOIDA INSTITUTE OF

ENGEERING & TECHNOLOGY. I would li(e to express my gratitude to Mr. Verma for

assigning me such a worthwhile topic “C!"#mer Sa$%"a'$%! Le(e) $*ar+" Ser(%'e"

Pr(%+e+ ,- BHARAT SANCHAR NIGAM LIMITED”. +e had been a pillar of strength

to me and always stood by my side during the project tenure with his innoatie ideas and

conersation full of force, est and attitude. +e was always there wheneer I needed him and

despite of the fact that he was constantly busy, he always too( out time for my project and

me. I also than( all the office employees at BSNL. for ma(ing the enironment at wor(

extremely conducie and being ery approachable.

I am also than(ful to all the respondents whom I contacted. !he information gathered

through them was ery helpful for my project. I would li(e to express my deepest sense of

respect to Dr. O.P. Aar*a) /NIET0 who offered opportunity for management education in

NOIDA INSTITUTE OF ENGEERING & TECHNOLOGY .

DEEP ARORA



CONTENT

)+A-!#% "& -A$#"&

C*APTER4I

INTRODUCTION OF T*E TOPIC,

OBJECTIVE OF T*E STUDY,

11213

C*APTER4II

COMPANY PROFILE, *ISTORY, LOCATION

14256

C*APTER4IIIRESEARC*MET*ODOLO-Y

57289

C*APTER4IV ANALYSIS 9INTERPRETATION

83284

C*APTER4V

CONCLUSION FINDIN-,

SU--ESTION

:;2:5

BIBLIO-RAP*Y :52::







OB<ECTIVE OF STUDY

%$ is said that an objectie well defined is half done. !hus in order to ma(e sure that the

proper surey ensures defining clearcut objectie and outline is a prere/uisite.

&bjectie seres as torchlight in a project. It lays down a welldefined path between start and

the end and that is the goal. As also an objectie is well defined and it is important for the

research study that a scholar undergoes.

It is an action, a purpose, which is directed to a person to conduct a study. It represents

a fact haing actual existence of outside the mind or a goal for which the study is to be

conducted

-roject wor( is in the nature of a real life problemsoling exercise which is planned

and carried out by the learned himself. I had study the wor(ing of BS"0 and come out

with the problems from which they suffer, the benefits they enjoy . I had also suggested

some suggestions to them.

As a project is a learning actiity inoling some practical problems and it is

carried out by the learner or a group of learners whole heartedly. !he teaching

methodology of project wor( is base upon the philosophy that functional (nowledge and

s(ills result from actie participation of the leaner in soling practical problem.

!he main objecties behind preparing this report are as below1

!o study the mar(eting strategies of the telecommunication companies.

!o study the arious products and their prices.

!o study the arious plans and schemes.

!o study the preference of those factors which are considerable by the customer.

!o analye the satisfaction leel of the customer.



!o study the promotional strategies of telecommunication companies.

!o analye the mar(et share of telecommunication companies.

!o show the coerage area of telecommunication companies.



E=ECUTIVE SUMMARY

Title:- C!"#mer Sa$%"a'$%! Le(e) $*ar+" Ser(%'e" Pr(%+e+ ,- BHARAT

SANCHAR NIGAM LIMITED

!his project report is based on a leading company of our country named as BS"0. In this

project I tried to get the (nowledge of “C!"#mer Sa$%"a'$%! Le(e) rm $>e Ser(%'e"

Pr(%+e+ ,- BHARAT SANCHAR NIGAM LIMITED that whether the consumers are

satisfied with the serices of BS"0 or not. So I hae done a surey and get feedbac( about

the topic.

!elecom industry is undergoing a reolutionary phase in India. It is witnessing cutthroat

competition. !elecom companies can grow and sustain in the mar(et only if they are able to

attract more and more customers and retain existing customer. !hey can do so by satisfying

and delighting customers. It is possible if they (now customer*s expectation.

)ustomer*s expectations (eep changing with the passage of time. Mar(et research is always

re/uired. !hese things influenced me to do research about customer*s expectation from

!elecommunication serices. I did this project wor(ing with BS"0.



)+A-!#% "&.2





OFFICES OF BSNL

BS"0 %egistered &ffice

Bharat Sanchar Bhaan

+arish )handra Mathur 0ane

3anpath, "ew 'elhi224 442

BS"0 )orporate &ffice

Bharat Sanchar Bhaan+arish )handra Mathur 0ane3anpath, "ew 'elhi224 442



I"!%&'5)!I&"

!oday, BS"0 is the "o. 2 telecommunication company and the largest public sector

underta(ing of India and its responsibilities includes improement of the already impeccable

/uality of telecom serices, expansion of telecom serices in all illages and instilling

confidence among its customers.

Apart from ast networ( expansions, especial emphasis has gien for introducing

latest technologies and new serices li(e I"#!, I"!#%"#!, IS'" 6I"!#$%A!#'

S#%7I)#S 'I$I!A0 "#!8&%9:, I" 6I"!#00I$#"! "#!8&%9:, $SM and 800

68I%#0#SS I" 0&)A0 0&&-: serices etc. "ow BS"0 has also entered in mobile

communication. BS"0 has all the new serices send technological adantages, which are

aailable with any well, deeloped !elecom networ( anywhere else in the country.

;ull credit for all aboe achieement goes to the officers and staff of the BS"0. !he

administration is fully aware of the challenges lying ahead and /uite committed to proide the

latest and best telecom serices by their continued support and actie cooperation.

BS"0 proides basic telephone serices, fax serices in addition to other digital

and internet serices. All the exchanges are digital and nearly 2,42,<=> telephones are

wor(ing in the state.



;or long distance communications connectiity on &-!I)A0 ;IB%#

)AB0# ? MI)%&8A7# systems which enables easy access to connect rest of the

)ountry 6S!': and 8orld 6IS':. Most of the !elephone #xchanges in the states are

proided with S!' and IS' facility. All the State )apitals cities are haing the

facility of Internet and Intelligent networ(. Internet facility is also aailable in few

more places.

BS"0 has installed 7illage -ublic telephones 67-!: to proide

communication facility to the people liing in interior parts of these states. #fforts

are on to improe upon the !elecom facilities in all these states for an oerall

deelopment of the region.

n India, the telecommunications mar(et has undergone a major transformation in the

past couple of decades. ;rom being a complete monopoly of the public sector, to the

brea(ing down of these monopolies, the telecom industry has witnessed significant

policy reforms. !hese reforms also led to the entry of priate players in all (inds of

telecommunications serices, such as cellular and wireless in local loop 6800:

serices, in addition to the basic telephony serices.

%eforms1

!he telecom sector reforms were underta(en in three phases.!he first phase

began in the <4s, when priate manufacturing of customer premise e/uipment was

gien a goahead in 2@<>. A proliferation of indiidual S!'IS'-)& networ(s also

too( place throughout the country, by way of priate indiidual franchises.

Mahanagar !elephone "igam 6M!"0: was created out of the 'epartment of

!elecommunications 6'&!: to handle the sectors of Mumbai and 'elhi respectiely.

A highpowered telecom commission was set up in 2@<@. 0ater 7idesh Sanchar

"igam 67S"0: became the international serice proider catering to telecom

serices originating from India.



!he second phase of reforms commenced in 2@@2 with the announcement of a

new economic policy. !he goernment delicensed the manufacture of telecom

e/uipment in 2@@2. It also opened up radio paging serices in 2@@=.

In 2@@>, basic telephony was opened to the priate sector by granting

operating licenses to six companies

Also part of the second phase was the introduction of the "ational !elecom

-olicy in 2@@>. It emphasied 5niersal Serice and ualitatie Improement in

telecom serices, among other objecties. An independent statutory regulatory was

established in 2@@C. Internet serices were opened up in 2@@<.

!he third phase of reforms began with the announcement of the "ew !elecom

-olicy in 2@@@. !he theme of "!- was to usher in full competition through

unrestricted entry of priate players in all serice sectors. !he policy faoured the

migration of existing operators from the era of fixed license fee regime to that of

reenue sharing.

!he policy further outlined the strengthening of the regulator, opening up of

International 0ong 'istance 6I0': and "ational 0ong 'istance 6"0': serices to the

priate sector and corporatisation of telecom serices. !he year =442 witnessed the

entry of priate operators in offering basic telephony and "0' serices.

&utcome1

!he telecom sector began witnessing a trend of growth with these reforms.

Basic serices were opened for unlimited competitionD more licenses were issued to

the priate sector for cellular serices. !here has also been a considerable increase in

the rate of !eledensity.

!he telecom sector has thus completely changed, both in terms of coerage,

and efficiency of serices. -roision of landlines on demand, digital telephone

exchanges and the acceptability of optic fibre and wireless technology are a few

instances of the change that too( place in the industry.

BS"0 has installed uality !elecom "etwor( in the country and now focusing on

improing it, expanding the networ(, introducing new telecom serices with I)! applications



in illages and wining customerEs confidence. !oday, %$ >a" a,#$ 59.7 m%))%! )%!e ,a"%'

$e)e?>!e 'a?a'%$-@ 5 m%))%! WLL 'a?a'%$-@ 53.11 M%))%! GSM Ca?a'%$-@ mre $>a!

79736 %e+ e'>a!e"@ 554:: BTS@ 715; N+e B / 7G BTS0@ 639 Sa$e))%$e S$a$%!"@

53;14: Rm OFC Ca,)e@ :797; Rm M%'r*a(e Ne$*r '!!e'$%! :;6 D%"$r%'$"@

977; '%$%e"$*!" a!+ 8.8 La>" (%))ae".

BS"0 is the only serice proider, ma(ing focused efforts and planned initiaties to

bridge the %ural5rban 'igital 'iide I)! sector. In fact there is no telecom operator in the

country to beat its reach with its wide networ( giing serices in eery noo( ? corner of

country and operates across India except 'elhi ? Mumbai. 8hether it is inaccessible areas of

Siachen glacier and "ortheastern region of the country. BS"0 seres its customers with its

wide bou/uet of telecom serices.

BS"0 is numero uno operator of India in all serices in its license area. !he company

offers ide ranging ? most transparent tariff schemes designed to suite eery customer.BS"0

cellular serice, )ell&ne, has more than >@.4@ million cellular customers, garnering 2F.@<

percent of all mobile users in its area of operation as its subscribers. In basic serices, BS"0

is miles ahead of its rials, with 78.1 m%))%! Ba"%' P>!e "#,"'r%,er" i.e. <G per cent share

of the subscriber base and @= percent share in reenue terms.

BS"0 has more than =.G million 800 subscribers and =.G million Internet )ustomers

who access Internet through arious modes i. 'ialup, 0eased 0ine, 'IAS, Account 0ess

Internet 6)0I:. BS"0 has been adjudged as the "5MB#% &"# IS- in the country.

BS"0 has set up a world class multigigabit, multiprotocol conergent I-

infrastructure that proides conergent serices li(e oice, data and ideo through the same

Bac(bone and Broadband Access "etwor(. At present there are ;.: m%))%! Da$a O!e

,ra+,a!+ '#"$mer".

!he company has ast experience in -lanning, Installation, networ( integration and

Maintenance of Switching ? !ransmission "etwor(s and also has a world class IS& @444

certified !elecom !raining Institute.

Scaling new heights of success, $>e ?re"e!$ $#r!(er BSNL %" mre $>a! R".781@ 36;

m%))%! /US 3 ,%))%!0 *%$> !e$ ?r%$ $ $>e $#!e R".44@74; m%))%! /US 6.6: ,%))%!0



r )a"$ %!a!'%a) -ear. !he infrastructure asset on telephone alone is worth about %s.FH4,

444 million 65S 2>.HC billion:.

BS"0 plans to expand its customer base from present >C millions lines to 2=G million

lines by 'ecember =44C and infrastructure inestment plan to the tune of %s. CHH crores 65S

2F.FC million: in the next three years.



CHAPTER NO. 6





BHARAT SANCHAR NIGAM LTD.

COMPANY PROFILE

• &n &ctober 2, =444 the 'epartment of !elecom &perations, $oernment of

India became a corporation and was christened Bharat Sanchar "igam 0imited

6BS"0:.



• !oday, BS"0 is the "o.2 !elecommunications )ompany and the largest

-ublic Sector 5nderta(ing of India with authoried share capital of HF44

million and net worth of 2H.<G billion.

• It has a networ( of oer >G million lines coering G444 towns with oer HG

million telephone connections.

• 8ith latest digital switching technology li(e &)B, #8S', AJ#24, ;#!#J,

"#) etc. and widespread transmission networ( including S'+ system upto

=.G gbps, '8'M system upto <4 gbps, web telephony, 'IAS, 7-",

Broadband and more than >44,444 data customers, BS"0 continues to sere

this great nation.

• Its responsibilities include improement of the already impeccable /uality of

telecom serices, expansion of telecom networ(, introduction of new telecom

serices in all illages and instilling confidence among its customers.

• BS"0 has managed to shoulder these responsibilities remar(ably and deftly.

!oday with oer >G million line capacity, @@.@K of its exchanges digital,

nation wide "etwor( management ? sureillance system 6"MSS: to control

telecom traffic and oer >,44,444 route (ms of &;) networ(, Bharat Sanchar

"igam 0td is a name to rec(on with in the world of connectiity.

• Add to which, BS"0Es nationwide coerage and reach, comprehensie range

of telecom serices and a penchant for excellenceD and you hae

the ingredients for restructuring India for a bright future.



VISION@ MISSION@ & OB<ECTIVE

VISION

To become the largest telecom Service Provider in Asia

MISSION

• !o proide world class Stateofart technology telecom serices to its customers on

demand at competitie prices.

• !o -roide world class telecom infrastructure in its area of operation and to

contribute to the growth of the countryEs economy

OB<ECTIVE

• !o be the 0ead !elecom Serices -roider.

• !o proide /uality and reliable fixed telecom serice to our customer and there by

increase customerEs confidence.

• !o proide mobile telephone serice of high /uality and become no. 2 $SM operator

in its area of operation.

• !o proide point of interconnection to other serice proider as per their re/uirement

promptly.

• !o facilitate % ? ' actiity in the country.

• )ontribute towards1



i. "ational -lan !arget of G44 million subscriber base for India by =424.ii. Broadband customers base of =4 million in India by =424 as per Broadband -olicy

=44>.iii. -roiding telephone connection in illages as per goernment policy.



BHARAT SANCHAR NIGAM LTD.

PRODUCT & SERVICES

8hen it comes to connecting the four corners of the nation, and much

beyond, one solitary name lies embedded at the pinnacle BS"0. A company that

has gone past the number games and the /uest to attain the position of a leader. It is

wor(ing round the cloc( to ta(e India into the future by proiding worldclass



telecom serices for people of India. BS"0 is IndiaEs no. 2 !elecom Serice proider

and m"$ trusted !elecom brand of the "ation.

BPHONE BASIC TELEPHONE SERVICES

!he -lain old, )ountrywide telephone Serice through H=,444 electronic

exchanges. 'igitalied -ublic Switched !elephone "etwor( 6-S!": with a host of

-hone -lus alue additions.

DATAONE BROADBAND

BS"0 launched 'ata&ne broadband serice in 3anuary =44G which shall be

extended to 2@< cities ery shortly. !he serice is being proided on existing copper

infrastructure on A'S0= technology. !he minimum speed offered to the customer

is =GF 9bps at %s. G44 per month only. Subse/uently, other serices



such as 7-", Multicasting, 7ideo )onferencing, 7ideoon'emand, Broadcast

application etc will be added.

• !o proide high speed Internet connectiity 6upto < Mbps:

• !o proide 7irtual -riate "etwor( 67-": serice to the broadband customers

• !o proide dial 7-" serice to M-0S 7-" customers.

• !o proide multicast ideo serices, ideoondemand, etc. through the

Broadband %emote Access Serer 6B%AS:.

• !o proide a means to bill for the aforesaid serices by either timebased or

olumebased billing. It shall proide the customer with the option to select

the serices through web serer

•

!o proide both prepaid and post paid broadband serices

SANCHARNET INTERNET

9eeping the global networ( of "etwor(s networ(ed, the countrywide Internet

Serices of BS"0 under the brand name includes Internet dial up 0eased line access,

)0I based access 6no account is re/uired: and 'IAS serice, for web browsing and



#mail applications. Lou can use your dialup sancharnet account from any place in

India using the same access no E2C==HHE , the facility which no other IS- has. BS"0

has customer base of more than 2.C million for sancharnet serice.

Internet !elephony serice is also started under the brand name using this

you can ma(e calls to a person in 59, 5SA, )anada and many more countries for as

cheap as %s. >.G4 per minute only. BS"0 also offers 8eb hosting and colocation

serices at ery cheap rates.

I!$era$e+ Ser(%'e D%%$a) Ne$*r /ISDN0

Integrated Serice 'igital "etwor( Serice of BS"0 utilies a uni/ue digital

networ( proiding high speed and high /uality oice, data and image transfer oer

the same line. It can also facilitate both des(top ideo and high /uality ideo

conferencing.

http://bsnl.co.in/service/inteligent_network.htm

http://bsnl.co.in/service/isdn.htm



I NET

India*s x.=G based pac(et Switched -ublic 'ata "etwor( is operational in24>

cities of the country. It offers x.=G x.=< leased, x.=< 'ial up 6-S!": )onnection: and

frame relay serices.

LEASED LINES & DATACOM

BS"0 proides leased lines for oice and data communication for arious

applications on pointtopoint basis. It offers a choice of high, medium and low speed

leased data circuits as well as dialup lines. Bandwidth is aailable on demand in

most cities. Managed 0eased 0ine "etwor( 6M00": offers flexibility of proiding

circuits with speeds of nxF> (bps upto =mbps, useful for Internet leased lines and

International -rinciple 0eased )ircuits 6I-0)s:.

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

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



CELLULAR MOBILE SERVICES

CELLONE COUNTRYWIDE CELLULAR SERVICE

E=2CEL PRE2PAID CARD

BS"0*s $SM cellular mobile serice )ellone has a customer base of oer G.=

million. )ell&ne proides all the serices li(e MMS, $-%S, 7oice Mail, #mail,

Short Message Serice 6SMS: both national and international, unified messaging

serice 6send and receie emails: etc. Lou can use )ell&ne in oer 2F4 countries

worldwide and in =C4 cellular networ(s and oer 2444 citiestowns across India. It

has got coerage in all "ational and State +ighways and train routes. )ell&ne offers

all India %oaming facility to both prepaid and postpaid customers 6including

Mumbai ? 'elhi:.

CELLONE

)ellone is the -ost paid serice of the BS"0. It offers you a host of alue added

serices and unmatched features not found in any other )ellular serice



As a proud subscriber of )ell&ne serice you will stay in touch with your nears

and dears any where in India because )ellone is the only )ellular serice which is

aailable in all major cities and coers all major highways. )ell&ne gies you all

India roaming facility (including Delhi and Mumbai) and

International roaming facility to more than 300 netor!s across the

orld"

Lou can choose )ell&ne serice from three conenient plans1

Plan-225

Plan-325

Plan-525

RTP

E=CEL Pre2Pa%+ "er(%'e Ce))!e

#xcel is the -re paid serice of the )ell&ne )ellular Serice of BS"0. It

offers you a host of alue added serices and unmatched features not found in any

other )ellular serice. All India roaming facility is also aailable on #xcel serice.

Initial actiation charges for #xcel is only %s. =44 and free tal( alue of %s.

G4 is gien to all subscribers.

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




http://www.bsnl.co.in/service/cellular_cellone_plan225.htm



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







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



#xcel -re paid cards are aailable in the denominations of %s. C4,2G4, H44, %s.

G44, %s. 2444 and %s. =444 alidity period of which are C,2G, H4, >G, 2=4 and 2<4

days respectiely.

Moreoer, on any later date if you want to conert your #xcel prepaid scheme

to post paid scheme it can be done without paying any additional actiation charge.

!he unutilied balance amount in such cases will be carried forward as opening credit

in the postpaid scheme.6this conersion facility is subject to technical feasibility:

TARANG – WIRELESS IN LOCAL LOOP

!his is a communication system that connects customers to the -ublic

Switched !elephone "etwor( 6-S!": using radio fre/uency signals as a substitute



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

the telephone exchange.

)ountrywide 800 is being offered in areas that are nonfeasible.

+elping reliee congestion of connections in the normal cablewire based networ( in

urban areas for the normal networ(.

)onnecting the remote and scattered rural areas.

0imited mobility without any airtime charge

!arang 800M is a communication system that connects customers to the

!he -S!" networ( using radio fre/uency signals instead of conentional copper

wires, for the full or part connection between the subscriber and the exchange !his

comes with superior oice /uality and high speed data capabilities. )'MA is popular

with more than 244 million subscribers worldwide, and the number (eeps on

increasing exponentially.

!erminal !ypes1

6a: ;ixed 8ireless !erminal 6;8!:

6b: +and +eld !erminal.

• Serice using ;8!



In this case, there is a small box fitted with a small antenna at the subscribers

premises and a normal telephone instrument is connected to the box. !here is no

wire connection as in conentional telephone.

• Serice using +and +eld !erminal 6800M serice:

In this case, subscriber can carry a small handset of )'MA technology. !here

is no antenna or any other e/uipment at subscribers premises.

SOCIAL COMMITMENT



BS"0 is committed to proide /uality !elecom Serices at affordable price to the citiens ofthe remotest part of the )ountry. BS"0 is ma(ing all effort to ensure that the main objectiesof the new !elecom -olicy 2@@@ 6salient points indicated below: are achieed1

Access to telecommunications is of utmost importance for achieement of the countryEs social

and economic goals. Aailability of affordable and effectie communications for the citiensis at the core of the ision and goal of the new !elecom policy 2@@@.

Strie to proide a balance between the proision of uniersal serice to all uncoered areas,including the rural areas, and the proision of highleel serices capable of meeting the need#ncourage deelopment of telecommunication facilities in remote, hilly and tribal.

Mare$%! O,e'$%(e O BSNL

!he ultimate objectie of any mar(eting actiity is to satisfy the customers and today

een a step ahead i.e. Ndelighting* the customers, for which customers are offered

something beyond their expectations from the serice or the product. !he objectie

being to ac/uire and retain the customers, who should continually feel that they are

getting more alue of the money, they are departing with.

Mar(eting is the establishment, deelopment, maintenance and optimiation of long

term mutually aluable relationships between consumers and organisation.

Successful Mar(eting focuses on understanding the needs and desires of the

customers and is achieed by placing these needs at the heart of business by

integrating them with the organiation strategy, people, technology and business



processes. At its most basic, Mar(eting inoles customers, organisations and

relationships and the combination creates the need for the management.

Mar(eting is about creating a competitie adantage by being the best at

understanding, communicating, and deliering and deeloping existing customer

relationships in addition to creating and (eeping new customers. !he concept of the

product life cycle is giing way to customer life cycle, focusing on deeloping

products that anticipate the future needs of existing customers and creating serices

that extend the existing customer relationship beyond the mere transaction. !he

customer life cycle will focus on lengthening the life span of the customer with the

organisation rather than the endurance of a particular product. )ustomers hae

changing needs as their life styles alter the deelopment and proision of products

andor serices that continuously see( to satisfy those needs is good Mar(eting. !he

Mar(eting will focus greater attention on how to delier customer satisfaction and

organisation will begin to structure itself around customer segments and not product

lines. A good Mar(eting Strategy will ta(e the business ision and apply it to the

customer base.

According to the Dictionary of Marketing Terms, =nd edition, published by the

American Mar(eting Association, c2@@G,



“ Marketing is the process of planning and executing the conception, pricing,

promotion, and distribution of ideas, goods, and services to create exchanges that

satisfy individual and organizational objectives.”

&nce mar(eting is understood, we can define marketing management process as

analying mar(eting opportunities, researching and selecting target mar(ets,

designing mar(eting strategies, planning mar(eting programs, and organiing,

implementing, and controlling the mar(eting efforts.

In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying

offer and a mediumprocess to exchange the offer.

Mare$%! Pr'e"".



8e often tal( of mar(eting ? Sales and often use it interchangeably without

understanding the difference in it. Mar(eting is eerything we do to get and leerage

a client relationship.

Mare$%! ?r'e"" %" ,ra+ a!+ %!')#+e" a)) $>e ))*%! 2

'iscoering what product, serice or idea customers want.

-roducing a product with the appropriate features and /uality.

-ricing the product correctly.

-romoting the productD spreading the word about why customers should buy

it.

Selling and deliering the product into the hands of the customer.

Selling is one actiity of the entire mar(eting process. Selling is the act of persuading

or influencing a customer to buy 6actually exchange something of alue for: a

product or serice.

Mar(eting actiities support sales efforts.



C!$ra"$%! $>e Sa)e" C!'e?$ *%$> $>e Mare$%! C!'e?$2

We Sell Confidence.

!he concepts surrounding both selling and mar(eting also differ. !here is a need for

both selling and mar(eting approaches in different situations. &ne approach is not

always right and the other always wrong it depends upon the particular situation.

In a mar(eting approach, more listening to and eentual accommodation of the target

mar(et occurs. !woway communication 6sometimes between a salesperson and a

customer: is emphasied in mar(eting so learning can ta(e place and product

offerings can be improed.

A salesperson using the sales concept, on the other hand, sometimes has the ability to

indiidualie components of a sale, but the emphasis is ordinarily upon helping the

customer determine if they want the product, or a ariation on it, that is already being

offered by the company. In the sales approach, not much time is spent learning what

the customerEs ideal product would be because the salesperson has little say in seeing

that their companyEs product is modified. ;urthermore, they arenEt rewarded for

spending time listening to the customerEs desires unless they hae a product to match

their desires that will result in a sale.

C-s for serice mar(eting 6-roduct, price, place, promotion, physical eidence,

people ? process: are the means to attain, nurture, ? retain the customers and not the



M%""%! & V%"%!.

+ere is a test to find whether

your mission on earth is finished1

If you are alie, it isn*t.

%ichard Bach.

Most of the big companies hae a 7ision ? Mission statement so as to guide their all

energy, efforts to realie it. BS"0 also has a ision N!o become the largest !elecom

Serice proider in South #ast Asia*. ;irstly we need to understand the parameter for

being the largest. Is it reenue, A%-5, profit, subscribers, "etwor( 6no of exchanges,

B!S etc:O ;rom monopoly to multi operator scenario, BS"0*s mar(et share is bound

to reduce. But how much down we will let itO !here are lot of similarities between

British !elecom ? us. &ne must (eep watch on mar(et share in monthly growth and

ta(e timely action. !o improe our share, we need to ac/uire more than G4K of new

ac/uisitions while maintaining earlier. !his is /uite challenging in this dynamic

enironment. !oday landline base is reducing across globe, but whyO #urope defines

an operator with =GK or more mar(et share as Significant mar(et -ower 6SM-:,

while they intend to increase it to >4K. BS"0 has been the largest operator and we

must strie not only to maintain but enhance it. 8e need to act fast. !imely action is

an essence.

8hat should be our mar(eting 7ision, will it help us in inspiring to achiee higher.

)an it be something such as “!o retain the highest mar(et share, build highest brand

e/uity and maximiing the profitsOP



S'%a) Re"?!"%,%)%$-.

BS"0 is the most trusted telecom brand in year =44H ? =44>. 8e hae been

gien $olden -eacoc( award for Best )orporate Social responsibility. +ow can we

leerage these distinctionsO !hese achieements need to be highlighted through

public relation exercise li(e press meet. !his will help us in building our mar(eting

image. In sales and distribution front though we hae oer onela(h retailers, 2444

franchisees, HH44 )S)s, HF444 exchanges why are we not isible li(e othersO 8hy

can*t we utilie all possible spaceO )an*t we leerage our franchisee and S!'-)&

strengthsO )an we ma(e these outlets as our core strengthO 8hy our recharge

coupons, India !elephone )ards are in shortage when there is no capacity constraintO

'oes it imply that our planning for printing, inentory management, logistics, and

supply chain and of course franchisee management is inefficientO 'o we hae targets

for these just li(e '#0s ? )ell&neO 8hy can*t we leerage this huge networ( for

better customer care and improe collection efficiencyO 8e must realie that with

waier of security deposits, no &L! schemes, no adance rentals, adjustment of

landline security for )ell&ne, we don*t get fixed deposits to meet our funds

re/uirements. #erything has to be met from &perating reenues. 8e need to

improe collections, realie bills early, not on the last day of payment and reduce bad

debts. 8e need to proide =>JC culture in our organiation, though we hae been

proiding operation and maintenance on =>JC basis in the past and we will continue

to proide in future too, but what about proisioning customer care and mar(eting on

=>JC basisO



S#mmar-

7ision is set in the Boardroom but realied in the battlefield. #ach and eery

employee has to continuously lead this battle to be ictorious. !he corporate office is

always willing to proide all resources. !ogether we can realie our ision.

My philosophy is that not only are you responsible for your life, but doing the best at

this moment puts you in the best place for next moment.



CHAPTER NO.7





RESEARCH METHODOLOGY

“%esearch Methodology is a way to sole the research problem systematically.

It may be understood as a science of studying how research is done scientifically. In

research methodology, we not only tal( about the research methods but also consider

the logic behind these methods.

!here are seeral methods, which can be chosen for research study for

collecting of data. !he arious types of methods are gien below1

• I"!#%7I#8 M#!+&'

• 5#S!I&"AI%#S M#!+&'

• S)+#'50# M#!+&'

• &BS#%7A!I&" M#!+&'

A RESEARCH DESIGN

“%esearch 'esign is the plan, structure ? surey of inestigation conceied so as

to obtain answer to research /uestions ? to control ariance.

!here are seeral ways of studying ? ta(ing a problem. !here is no single

perfect design. 'ifferent types of research design hae emerged an account of

different perspectie from which a research study can be iewed.



DATA COLLECTION METHOD

!he tas( of data collection begins after a research for problem is defined ?

research designplan chal(ed out. 8hile deciding about researcher should (eep in

mind two types or data i1 primary ? secondary.

!he primary data can be collected by two methods

SURVEY METHOD

OBSERVATION METHOD

!he main accentuated method is surey i.e. information from people by personal

interiews. !he main tool of this is /uestionnaire

ANALYSIS AND INTERPRETATION

In this wide section, the gathered data from arious sources is analyed,

ealuated ? interpreted by the help of laconic diagram*s tables, list etc.

UESTIONNIARE

!he uestionnaire has design /uestion are of both open ended and closed ended

SAMPLE SIE

!he research was exhaustie 6coering all aspect fully: in nature and 244

people are coered in this research.





ANALYSIS & INTERPRETATION

2 Are you using any (ind of telecommunication sericesO

&ptions -ercentage

Les @4K

"o 24K

2:

.2:

/2:

02:

52:

;2:

<2:

12:

=2:

>2:

Ye%

N#

INTERRET!TI"N:-

As the graph shows that @4K respondents are using telecommunication

serices, 24K respondents are not using any (ind of telecommunication

serices.



=. If yes, your connection belongs to which telecommunication networ(O

&ptions -ercentage

BS"0 >4K&thers F4K

52:

<2:

BSNL

Ot&e%

INTERRET!TI"N:-

As the graph shows that >4K respondents hae any telecommunication

serices of BS"0, F4K respondents hae the serices of others companies.

.H If you are a BS"0 user then in which form you hae cellular sericesO

&ptions -ercentage



-re-aid GGK

-ost-aid >GK

INTERRET!TI"N:-

As the graph shows that GGK respondents hae prepaid mobile serices and

>GK respondents hae postpaid mobile serices.

>. Are you satisfied by the prepaid serices proides by BS"0O

&ptions -ercentage

Les G4K

;;:

5;:

Pe4Paid

P#%t4Paid



"o G4K

INTERRET!TI"N:-

As the graph shows that G4K respondents are satisfied by the prepaid serices

and G4K respondents are not satisfied in the case of BS"0.

G. Are you satisfied by the postpaid serices proides by BS"0O

&ptions -ercentage

BSNL

Les GGK

"o >GK

50%50%1

2



INTERRET!TI"N:-

As the graph shows that GGK respondents are satisfied by the -ostpaid

serices and >GK respondents are not satisfied in the case of BS"0.

F Are you satisfied with the billing system of the postpaid serices proided by

BS"0O

&ptions -ercentage

BSNLLes >4K

"o F4K

52:

<2:

Ye%

N#

;;:

5;:

Ye%

N#



INTERRET!TI"N:-

As the graph shows that >4K respondents are satisfied by the billing system of

-ostpaid serices and F4K respondents are not satisfied in the case of BS"0.

C. 8hich type of the roaming facility do you prefer 6prepaid and postpaid both of

all telecommunication companies:O

&ptions -ercentage

"ational @4K

International 24K

>2

.2

Nati#na!

Intenati#na!



INTERRET!TI"N:-

As the graph shows that @4K respondents prefer "ational %oaming facility

and 24K respondents prefer International %oaming facility.

<. Are you satisfied by the roaming facility proided by BS"0 O

&ptions -ercentage

Les C4K

"o H4K

12:

02:

Ye%

N#



INTERRET!TI"N:-

As the graph shows that C4K respondents are satisfied roaming facility and

H4K respondents are not satisfied by the roaming facility proided by the companies.

@. Are you satisfied by the promotional scheme proided by these companiesO

&ptions -ercentage

Les F4K

"o >4K

<2:

52:

Ye%

N#



INTERRET!TI"N:-

As the graph shows that F4K respondents are satisfied by the promotional scheme

proided by the company and >4K respondents are not satisfied.

24. Are you satisfied by the coerage area of !elecom )ompaniesO

&ptions -ercentage

Les >4K

"o F4K

<2:

52:

Ye%

N#

INTERRET!TI"N:-



As the graph shows that >4K respondents are satisfied by the coerage area of

the company and F4K respondents are not satisfied by the coerage area.



CONCLUSION

In this project I had tried to analye the arious aspects of mar(eting

strategies of telecommunication system.

I had ta(en three major telecommunication companies BS"0 in -ublic

Sector companies for study its mar(eting strategies.

!he conclusion of this report is1 @4K respondents are using

telecommunication serices and 24K respondents are not using any (ind

of telecommunication serices. >4K respondents hae any

telecommunication serices of BS"0 and F4K respondents hae the

serices of &thers companies.

GGK respondents hae prepaid mobile serices and >GK respondents

hae postpaid mobile serices.

@4K respondents prefer "ational %oaming facility and 24K

respondents prefer International %oaming facility.



C4K respondents are satisfied with roaming facility and H4K respondents

are not satisfied by the roaming facility proided by the companies.

F4K respondents are satisfied by the promotional scheme proided by the

company and >4K respondents are not satisfied.

>4K respondents are satisfied by the coerage area of the company and

F4K respondents are not satisfied by the coerage area.



SUGGESTIONS

BS"0 should gie consideration towards the customer satisfaction.

BS"0 should focus towards the coerage area of its networ(.

BS"0 should improe its billing system for post paid serices.

BS"0 should gie consideration towards its post paid connections so that itcan increase the post paid consumers.





UESTIONNAIRE

2 Are you using any (ind of telecommunication sericesO

Les "o

= which company your telecommunication belongO

BS"0 &ther

H. If you are a BS"0 user then in which form you hae cellular sericesO

-repaid -ostpaid

Q-4. Are you satisfied by the pre-paid services provides by BSNL?

Les "o



G. Are you satisfied by the postpaid serices proides by BS"0O

Les "o

F. Are you satisfied with the billing system of the postpaid serices proided by

BS"0O

Les "o

C. 8hich type of the roaming facility do you preferO

"ational International

<. Are you satisfied by the roaming facility proided by the companiesO

Les "o

@. Are you satisfied by the promotional scheme proided by the

)ompanyO

Les "o

24. Are you satisfied by the coerage area of BS"0O

Les "o



PERSONAL DETAILS

"ame1QQQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

&ccupation 1QQQQQQQQQQQQQQQQQQQQQQQQQQQ...

$ender QQQQQQQQQQQQQQQQQQQQQQQQQQ...

Age QQQQQQQ.

Marital status1 QQQQQQQQQQQQQQQQQQQQQQQQQQ.

# mail QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ..

Mobile no QQQQQQQQQQQQQQQQQQQQQQQQQQQQ..





BIBILIOGRAPHY

Bsnl.co.in

$oogle.com

Business Magaines

%esearch Methodology 6).%.9othari:

Documents

A Study on Customer Satisfaction Towards Bsnl Services