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SUMMER PROJECT REPORT ON A STUDY ON CUSTOMER SATISFACTION TOWARDS BSNL SERVICES  Submitted in patia! "u!"i!!ment t#$ad% t&e a$ad #" t&e de'ee in t&e #" Ma%te#" Bu%ine%% Admini%tati#n  SUBMITTED TO ( MS) NE*A +ATIYAR NIET ,-REATER NOIDA) SUBMITTED BY ( DEEP AROR A  MBA II Yea  ROLL NO) ( ./.0012202  3BATC*(/2./4/2.56  Depatment #" MBA N#ida In%titude #" En'inein' and Te7&n#!#'83NIET6  

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

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    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

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    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) /NIET0who offered opportunity for management education in

    NOIDA INSTITUTE OF ENGEERING & TECHNOLOGY .

    DEEP ARORA

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    CONTENT

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

    C*APTER4I

    INTRODUCTIONOFT*ETOPIC,

    OBJECTIVEOFT*ESTUDY,

    11213

    C*APTER4II

    COMPANYPROFILE, *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::

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    OB

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    !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.

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    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.

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    )+A-!#% "&.2

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    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

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    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.

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    ;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

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    !he second phase of reforms commenced in [email protected]@2 with the announcement of a

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

    e/uipment in [email protected]@2. It also opened up radio paging serices in [email protected]@=.

    In [email protected]@>, 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 [email protected]@>. It emphasied 5niersal Serice and ualitatie Improement in

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

    established in [email protected]@C. Internet serices were opened up in [email protected]@

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

    $e)e?>!e 'a?a'%[email protected] 5 m%))%! WLL 'a?a'%[email protected] 53.11 M%))%! GSM Ca?a'%[email protected] mre $>a!

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

    53;14: Rm OFC Ca,)[email protected] :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 >@[email protected] million cellular customers, garnering [email protected] -roiding telephone connection in illages as per goernment policy.

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    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

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    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 [email protected]< 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

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    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

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    #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.htmhttp://bsnl.co.in/service/isdn.htm
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    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.htmhttp://www.bsnl.co.in/service/mlln.htm
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    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

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    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.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan225.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan325.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan525.htmhttp://www.bsnl.co.in/service/cellular_cellone_planRTF.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/mobile_roaming.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan225.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan325.htmhttp://www.bsnl.co.in/service/cellular_cellone_plan525.htmhttp://www.bsnl.co.in/service/cellular_cellone_planRTF.htm
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    #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

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    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!

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    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

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    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 [email protected]@@ 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 [email protected]@@.

    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

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    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, [email protected]@G,

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    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"".

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    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.

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    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

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    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

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    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

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    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.

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    CHAPTER NO.7

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    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.

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    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.

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    ANALYSIS & INTERPRETATION

    2 Are you using any (ind of telecommunication sericesO

    &ptions -ercentage

    Les @4K

    "o 24K

    2:

    .2:

    /2:

    02:

    52:

    ;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.

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

    &ptions -ercentage

    BS"0 >4K&thers F4K

    52:

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    -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

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    "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

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    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:

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    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!

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    INTERRET!TI"N:-

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

    and 24K respondents prefer International %oaming facility.

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    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

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    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

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    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.

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    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.

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    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.

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    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.

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    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

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    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

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    PERSONAL DETAILS

    "ame1QQQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

    &ccupation 1QQQQQQQQQQQQQQQQQQQQQQQQQQQ...

    $ender QQQQQQQQQQQQQQQQQQQQQQQQQQ...

    Age QQQQQQQ.

    Marital status1 QQQQQQQQQQQQQQQQQQQQQQQQQQ.

    # mail QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ..

    Mobile no QQQQQQQQQQQQQQQQQQQQQQQQQQQQ..

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    BIBILIOGRAPHY

    Bsnl.co.in

    $oogle.com

    Business Magaines

    %esearch Methodology 6).%.9othari: