Bsnl & Airtel

8/19/2019 Bsnl & Airtel

1/62

OF THE JOB TRAINING REPORT

ON

“COMPARATIVE ANALYSIS

OF

B.S.N.L AND AIRTEL TELE COMMUNICATIONS”

(Submitted in partial fulfillment of the requirement for the degree)MASTER OF BUSINESS ADMINISTRATION

(MARKETING)

2011201!

SUBMITTED TO" SUBMITTED BY"

################### AMITA

(H.O.D) MBA- 3rd SEM.

(M.B.A) oll !o. - "#$%

HP INSTITUTE OF MANAGEMENT STUDIES$SHIMLA

%

HIMACHAL PRADESH TECHNICAL UNIVERSITY$

(HAMIRPUR)


2/62

DECLARATION

&' Om hand' hereb de*lare that the pro+e*t report entitled ,OMA&&E S/D0

O1 B.S.!.2 A&E2 E2E OMM/!&A&O!S4 i5 original of mine'

done a5 of the +ob training report 5ubmitted in partial fulfillment of Ma5ter5 Degree &n

Bu5ine55 Admini5tration.

OM HA!D


3/62

ACKNO&LEDGEMENT

6ith deep 5en5e of gratitude & 7ould li8e to ta8e thi5 opportunit to than8 m honorable pro+e*t

guide M'. P'*+ M*,' (F-/)$ M.B.A (H.P. INSTITUTE OF MANAGEMENTSTUDIES) 7ho ha5 al7a5 been a 5in*ere ad9i5or and in5piring for*e behind thi5 report. He ha5

been e:tremel generou5 7ith hi5 time and rendered me all po55ible help to 5ee8 thi5 7or8

*omplete. & *ould not ha9e a58ed for more *o-operati9e guide' hi5 in9aluable 5upport ha5 al7a5

gi9en me the *onfiden*e to do hard 7or8. 6ithout hi5 guidan*e thi5 pro+e*t report 7ould not

ha9e been light of the da.

& 7ould al5o li8e to than8 m friend5 7ho 7ere of immen5e help to me. & 7ould than8 all the

re5pondent5 7ho ga9e their in9aluable time during the 5ur9e.

2a5t but not lea5t & 7ould li8e to than8 m parent5' 7ho 5upported me throughout in ma8ing of

thi5 report.

(OM HA!D)


4/62

CONTENTS

;. E2E OMM/!&A&O! SE!E&O.

.< on5umer De*i5ion Ma8ing @ro*e55.

>.3 1a*tor5 Affe*ting the @ur*ha5e .

?. OBE&E O1 S/D0.

". ESEAH MEHODO2O0.

#. A!A20S&S A!D &!E@EA&O!

$. 1&!D&!S A!D S/ES&O!

C. 2&M&A&O! O1 HE S/D0


5/62

;%. O!2/S&O!.

;;. B&B2&OA@H0.

;


6/62


7/62

TELE COMMUNICATION SCENERIO

&n the toda5 *ompetiti9e 7orld *ommuni*ation pla5 a 9er important role. ommuni*ation

ha5 be*ome an integral part of the gro7th' 5u**e55 and effi*ien* of an bu5ine55. hi5 i5 the

te*hnolog that gi9e5 a per5on the po7er to *ommuni*ate antime' an7here. Due to

ad9an*ement in te*hnolog' no7 *ommuni*ation be*ome5 ea5 and fa5ter.

&ndiaF5 tele*om 5e*tor ha5 5ho7n ma55i9e up5urge in the re*ent ear5 in all re5pe*t5 of indu5trial

gro7th. 1rom the 5tate monopol 7ith 9er limited gro7th' it ha5 gro7n in to the le9el of an

indu5tr. elephone' 7hether fi:ed landline or mobile' i5 an e55ential ne*e55it for the people of

&ndia. hi5 *hanging pha5e 7a5 po55ible 7ith the e*onomi* de9elopment that follo7ed the

pro*e55 of 5tru*turing the e*onom in the *apitali5ti* pattern. he 5tupendou5 gro7th of the

tele*ommuni*ation *ompanie5 in &ndia o9er the la5t fifteen ear5 *an be attributed to the liberal

go9ernment of &ndia' e*onomi* poli*. &n thi5 re5ear*h paper' 5pe*ial empha5i5 ha5 been laid

o9er the *omparati9e anal5i5 of tele*om *ompanie5 A&E2 and BS!2 b u5ing primar5our*e5 of data in Mandi di5tri*t of Hima*hal @rade5h. 1or the *ompletion of effi*ient re5ear*h

7or8' de5*ripti9e and e:plorator re5ear*h de5ign ha5 been u5ed 7hi*h further *on*lude that

BS!2 i5 ha9ing 7ea8 performan*e a5 *ompared to Bharti Airtel .rend5 of pre9iou5 ? ear5 in

Mandi di9i5ion ha9e 5ho7n that A&E2*ompan ha5 5lo7l deteriorated it5 po5ition.


8/62

INTRODUCTION"

T/-344+*-*3+ i5 the tran5mi55ion of information o9er 5ignifi*ant di5tan*e5 to

*ommuni*ate. &n earlier time5' tele*ommuni*ation5 in9ol9ed the u5e of 9i5ual 5ignal5' 5u*h a5

bea*on5' 5mo8e 5ignal5' 5emaphore telegraph5' 5ignal flag5' and opti*al heliograph5' or audio

me55age5 9ia *oded drumbeat5' lung-blo7n horn5' or 5ent b loud 7hi5tle5' for e:ample. &n the

modern age of ele*tri*it and ele*troni*5' tele*ommuni*ation5 no7 al5o in*lude5 the u5e of

ele*tri*al de9i*e5 5u*h a5 telegraph5' telephone5' and tele printer5' the u5e of radio andmi*ro7a9e *ommuni*ation5' a5 7ell a5 fiber opti*5 and their a55o*iated ele*troni*5' plu5 the u5e

of the orbiting 5atellite5 and the &nternet. A re9olution in 7irele55 tele*ommuni*ation5 began in

the fir5t de*ade of the


9/62

indi9idual SDI&SDI@O net7or8 al5o too8 pla*e throughout the *ountr b 7a of pri9ate

indi9idual fran*hi5e5. Mahara5htra elephone !igam

(M!2) 7a5 *reated out of the department of tele*ommuni*ation (DO) to handle the 5e*tor5 of

Mumbai and Delhi re5pe*ti9el. A high po7ered tele*om *ommi55ion 7a5 5et up in ;C$C. 2ater

ide5h San*har !igam (S!2) be*ame the international 5er9i*e pro9ider *atering to tele*om

5er9i*e5 originating from &ndia. he 5e*ond pha5e of reform5 *ommen*ed in ;CC; 7ith the

announ*ement of ne7 e*onomi* poli*. he go9ernment deli9ered the manufa*turer of tele*om

equipment in ;CC;. &t al5o ahead up radio 5er9i*e5 in ;CC' ba5i* telephon 7a5 opened

to the pri9ate 5e*tor b granting operating li*en5e5 to 5i: *ompanie5. Al5o part of the 5e*ond

pha5e 7a5 the introdu*tion of the !ational ele*om @oli* ;CC>. &t empha5iGed uni9er5al 5er9i*e

and qualitati9e impro9ement in tele*om 5er9i*e5 among other ob+e*ti9e5. An independent

5tatutor regulator 7a5 e5tabli5hed in ;CC#' &nternet 5er9i*e5 7ere opened up in ;CC$. he third

pha5e reform5 began 7ith the announ*ement of the ne7 tele*om poli* in ;CCC. he theme of

!@ 7a5 to u5her in full *ompetition through a re5tri*ted entr of pri9ate plaer5 in all 5er9i*e

5e*tor5. he poli* fa9ored the migration of e:i5ting operator5 from the era of fi:ed li*en5e fee

regime to that of re9enue 5haring. he poli* further de*lined the 5trengthen of the regulator

opening up of international long di5tan*e (&2D) and !ational 2ong Di5tan*e (!2D) 5er9i*e5 to

the pri9ate 5e*tor and *orporation of tele*om 5er9i*e5. he ear


10/62

poor qualit of e:i5ting tele*ommuni*ation5 landline 5er9i*e5. Mobile 5er9i*e pro9ider5 7ill be

benefited from the re5ear*h' the 7a5 to impro9e their qualit of 5er9i*e and to 5upport more

u5er5 in their 55tem. he pre5ent 5tud ha5 been made to identit the *u5tomer5 attitude

to7ard5 *ell phone5' telephone5' broadband 5er9i*e5 of BS!2 and A&E2 in 7alior Di9i5ion.

Man pri9ate operator5 ha9e entered in to the *ellular 5egment to pro9ide 5er9i*e5. &t ha5 brought

hea9 *ompetition in to the mar8et. he ha9e to find out the *u5tomer5 attitude5 to7ard5 thi5

5er9i*e 7hi*h *ould be u5eful to formulate ne7 5trategie5 poli* and mar8et their 5er9i*e5 in a

better 7a.


11/62


12/62

INTRODUCTION

B5' S+-5' N*64 L*4*7 (abbre9iated BSNL) i5 an &ndian 5tate-o7ned

tele*ommuni*ation5 *ompan headquartered in !e7 Delhi' &ndia. &t i5 the large5t pro9ider of

fi:ed telephon and fourth large5t mobile telephon pro9ider in &ndia' and i5 al5o a pro9ider of broadband 5er9i*e5. Ho7e9er' in re*ent ear5 the *ompanF5 re9enue and mar8et 5hare plunged

into hea9 lo55e5 due to inten5e *ompetition in &ndian tele*ommuni*ation5 5e*tor.

BS!2 i5 &ndiaF5 olde5t and large5t *ommuni*ation 5er9i*e pro9ider (S@). &t had a *u5tomer ba5e

of C? million a5 of une


13/62

C.;C million &nternet 5ub5*riber5 7ith #.#CL of gro7th at the end of Mar*h th eneration High-Speed 6irele55

Broadband A**e55 e*hnolog 7ith the minimum 5peed of


14/62

ADMINISTRATIVE UNITS

BS!2 i5 di9ided into a number of admini5trati9e unit5 termed a5 tele*om *ir*le5' metro di5tri*t5'

pro+e*t *ir*le5 and 5pe*ialiGed unit5. &t ha5 tele*om *ir*le5' < metro di5tri*t5' " pro+e*t *ir*le5'

> maintenan*e region5' ? tele*om fa*torie5' 3 training in5titution5 and > 5pe*ialiGed tele*om

unit5.

HISTORY

BS!2 then 8no7n a5 the Department of ele*ommuni*ation5 had been a near monopol during

the 5o*iali5t period of the &ndian e*onom. During thi5 period' BS!2 7a5 the onl tele*om

5er9i*e pro9ider in the *ountr. M!2 7a5 pre5ent onl in Mumbai and !e7 Delhi. During thi5

period BS!2 operated a5 a tpi*al 5tate-run organiGation' ineffi*ient' 5lo7' bureau*rati*' and

hea9il unioniGed. A5 a re5ult 5ub5*riber5 had to 7ait for a5 long a5 fi9e ear5 to get a telephone

*onne*tion. he *orporation ta5ted *ompetition for the fir5t time after the liberaliGation of &ndian

e*onom in ;CC;. 1a*ed 7ith 5tiff *ompetition from the pri9ate tele*om 5er9i*e pro9ider5' BS!2

ha5 5ub5equentl tried to in*rea5e effi*ien*ie5 it5elf. Do 9eteran5' ho7e9er' put the onu5 for the

5orr 5tate of affair5 on the o9ernment poli*ie5' 7here in all 5tate-o7ned 5er9i*e pro9ider5 7ere

required to fun*tion a5 medium5 for a*hie9ing egalitarian gro7th a*ro55 all 5egment5 of the

5o*iet. he *orporation (then Do)' ho7e9er' failed to a*hie9e thi5 and &ndia langui5hed among

the mo5t poorl *onne*ted *ountrie5 in the 7orld. BS!2 7a5 born in


15/62

8illed the 5nergie5 a*ro55 region5 and ma ha9e a*tuall made the organiGation le55 effi*ient

than had it been a 5eamle55 national organiGation. inod ai5h' then hairman of the ele*om

ommi55ion made a 9er bold de*i5ion to promote ounger talent from 7ithin the organi5ation

to ta8e up a leader5hip role and promoted the older leader5 to a role in li*en5ing rather than in

managing the operation5 of BS!2. he effi*ien* of the *ompan ha5 5in*e impro9edJ ho7e9er'

the performan*e le9el i5 no7here near the pri9ate plaer5.

he *orporation remain5 hea9il unioni5ed and i5 *omparati9el 5lo7 in de*i5ion ma8ing and it5

implementation' 7hi*h largel a*t5 at the in5tan*e5 of union5 7ithout bothering about out*ome.

Management ha5 been rea*ti9e to the 5*heme5 of pri9ate tele*om plaer5. hough it offer5

5er9i*e5 at lo7e5t tariff5' the pri9ate plaer5 *ontinue to not*h up better number5 in all area5'

ear5 after ear. BS!2 ha5 been pro9iding *onne*tion5 in both urban and rural area5. @re-a*ti9ated Mobile *onne*tion5 are a9ailable at man pla*e5 a*ro55 &ndia. BS!2 ha5 al5o un9eiled

*o5t-effe*ti9e broadband internet a**e55 plan5 (Data One) targeted at home5 and 5mall

bu5ine55e5. At pre5ent BS!2 en+oF5 around "%L of mar8et 5hare of &S@ 5er9i*e5.

YEAR OF BROADBAND 200>


16/62

On


17/62

CHALLENGES

During the finan*ial ear


18/62

emploee5 parti*ipated *alled off an earlier planned nation7ide 5tri8e again5t di5*riminator

poli*ie5 of BS!2 management upon promi5e b Management to re5ol9e the Demand5 of the

prote5ting union5

&n Mar*h


19/62

BSNL MTNL MERGER PLANS

On


20/62

!G COVERAGE

BS!2 ha5 the large5t 3 net7or8 in &ndia. Additionall' BS!2 3 5er9i*e5 u5uall *o9er not

onl the main to7nI*it but al5o the ad+oining 5uburb5 and rural area5 a5 7ell. A5 of no7 BS!2

ha5 3 5er9i*e5 in $


21/62


22/62

AIRTEL TELE COMMUNICATION"

B5'* A*'/ L*4*7' *ommonl 8no7n a5 A*'/' i5 an &ndian multinational

tele*ommuni*ation5 5er9i*e5 *ompan headquartered at !e7 Delhi' &ndia. &t operate5 in


23/62

three-ear *ontra*t to Al*atel-2u*ent for 5etting up an &nternet @roto*ol a**e55 net7or8 (mobile

ba*8haul) a*ro55 the *ountr. hi5 7ould help *on5umer5 a**e55 internet at fa5ter 5peed and

high qualit internet bro75ing on mobile hand5et5.

HISTORY"

Sunil Mittal founded the Bharti roup. &n ;C$3' Mittal 7a5 in an agreement 7ith ermanF5

Siemen5 to manufa*ture pu5h-button telephone model5 for the &ndian mar8et. &n ;C$"' Mittal

in*orporated Bharti ele*om 2imited (B2)' and hi5 *ompan be*ame the fir5t in &ndia to offer

pu5h-button telephone5' e5tabli5hing the ba5i5 of Bharti Enterpri5e5. B the earl ;CC%5' Sunil

Mittal had al5o laun*hed the *ountrF5 fir5t fa: ma*hine5 and it5 fir5t *ordle55 telephone5. &n

;CC


24/62

data plan5 a*ro55 mobilit' fi:ed line and broadband b *ro55 bundling a*ro55 multiple domain5

(I2E 6i-1i). &t 7ill al5o offer fle:ible multi 5er9i*e *harging in geographi*al

redundant mode' ma8ing Airtel the fir5t operator to implement geographi*al redundan* at 5u*h

a large 5*ale. &n Ma


25/62

5er9i*e the retail *on5umer5' home5 and 5mall offi*e5' b *ombining the er5t7hile bu5ine55 unit5

- Mobile' elemedia' Digital ' and other emerging bu5ine55e5 (li8e M-*ommer*e' M-health'

M-ad9erti5ing et*.). he B


26/62

?G"

On ;C Ma 5er9i*e5 u5ing D-2E te*hnolog in Tol8ata' be*oming the fir5t *ompan

in &ndia to offer > 5er9i*e5. he Tol8ata laun*h 7a5 follo7ed b laun*he5 in Bangalore (# Ma


27/62

&*F*"

Airtel ha5 plan5 to laun*h 6i1i 5er9i*e5 in &ndia. &t intend5 to 5tart offering 6i1i 5er9i*e5 in

Delhi !' Mumbai and Bangalore in initial pha5e. All plan5 7ill be on 5e*ure 7irele55

broadband internet 7ith unlimited u5age and 7ill be 5e55ion or time ba5ed. /5er5 *an u5e the

5er9i*e b finding a hot5pot' 5ele*ting Fairtel 6i1i UoneF' a*ti9ating the 9ou*her and then login to

5tart bro75ing.

Airtel intend5 to partner 7ith e5tabli5hment5 to 5et up hot5pot5 7hi*h 7ill be termed 6i1i

Hangout for an e5tabli5hment o7ner and 6i1i @artner for the *afe and re5taurant o7ner5. Airtel

6i1i @artner5 *an offer 5er9i*e5 at Gero in9e5tment5 and *an earn *ommi55ion on e9er 6i1i

5e55ion 5old.

AIRTEL MONEY

Airtel ha5 5tarted a ne7 mommer*e platform *alled Airtel Mone in *ollaboration 7ith &nfo55

and Smart ru5t (no7 ie5e*8e De9rient). he platform 7a5 laun*hed on ? April


28/62

of all trip5 the ma8e 7hen u5ing 9oi*e na9igation for later referen*e through the Frip e*orderF

feature' 6i8ipedia information of pla*e5 for 7hi*h information i5 a9ailable and the abilit to add

frequentl 9i5ited lo*ation5 to fa9orite5' in addition to 7eather information about the pla*e.

Airtel 7ill offer na9igation at ;% per da or CC per month. 2i9e traffi* 7ill be *o5t 3 per da

or >C per month. Sear*h and map 9ie7er are a9ailable for free. he *o5t5 do not in*lude data

*harge5. Airtel 5tate5 in Smart Dri9eF5 1A that data i5 onl u5ed 7hen the u5er perform5

5ear*he5 or *al*ulate5 route5.

he app i5 de9eloped b 6i5e pilot' a mobile na9igation 5olution5 pro9ider and u5e5 !a9teq

Map5 for lo*ation and traffi* info. &t 7a5 laun*hed on ;< September


29/62

de5igned to hold the 5tru*ture 7ithout *olumn5. he !E 7a5 de5igned 5pe*ifi*all to be u5ed a5

a *ommand *enter in *a5e of national emergen*ie5 and natural *ata5trophe5. he fa*ilit i5

earthqua8e proof and al5o pro9ide5 for a 5ingle *ontrol of *ommand and a full redundant

te*hnolog laout.

IPHONE"

he i@hone 3 7a5 rolled out in &ndia in


30/62

TPB AIRTEL BROADBAND BLOCKING"

&n Ma


31/62

antime' Ea5 Mail i5 a platform that pro9ide5 a**e55 to per5onalI*orporate e-mail5 independent

of hand5et operating 55tem and appli*ation 5er9i*e5 that 5horten the queue5 at the billing 5e*tion

off-load the pre55ure on the billing 5taff and bring *on9enien*e to the u5er.

ENTERPRISE BUSINESS SOLUTIONS

here are t7o 8ind of 5olution5 offered b Airtel. One i5 @S Ba5ed Solution5 li8e mobile

appli*ation5 tool5 for enterpri5e' ra*8 Mate' automati* meter reading 5olution5 et*. and the other

i5 SMS Ba5ed Solution5 li8e intera*ti9e SMS' bul8 SMS inbound *all *enter 5olution5.

ANDROIDBASED TABLET

Beetle elete*h 2td.' a unit of Bharti Enterpri5e5 2td.' on ;$ Augu5t laun*hed a C'CCC (


32/62

MILESTONES AND TIMELINE

he *hronolog of e9ent5 5in*e Bharti ele-enture5 7a5 in*orporated in ;CC?K

1

• Bharti ellular laun*hed *ellular 5er9i*e5 a5 Airel in Delhi.

200?

• On ;C O*tober ' Airtel announ*ed the laun*h of a Bla*8Berr 6irele55 Solution in

&ndia. he laun*h i5 a re5ult of a tie-up bet7een Bharti ele-enture5 2imited and

e5ear*h &n Motion (&M).

2010

• On ;$ Ma


33/62

• On ;$ 1ebruar


34/62

• On ;< De*ember 1ebruar


35/62

201!

• On > 1ebruar


36/62

COMPARISON BET&EEN AIRTEL AND BSNL

Airtel and BS!2 are the t7o top mo5t internet 5er9i*e pro9ider5 (&S@F5) in &ndia. Both ha9e a

huge *ompetition for their 5er9i*e5 and both offer unlimited net pa*8 to their *u5tomer. he5e

t7o broad-band5 ha9e their o7n ad9antage5 and di5ad9antage5. Here are the detailed ad9antage5of one o9er another.

ADVANTAGES OF HAVING BSNL OVER AIRTEL

he dedi*ated 5er9i*e and the longer rea*hable area are the 5pe*ialtie5 of BS!2

broadband 7hi*h had not been beaten b an pro9ider till no7. 0ou *an get broadband

*onne*tion e9en if ou are li9ing in a rural or ba*87ard area unli8e all other &S@F5 7ho

re5tri*ted their 5er9i*e5 ma+orl for urban area5.

BS!2 i5 the one 7ho introdu*ed the internet 5er9i*e to re5idential u5er5. BS!2 i5 9er popular in the internet 5er9i*e pro9iding *ategor and it 5till hold5 it5

reputation a5 the top mo5t broadband pro9ider in &ndia.he dela in paing bill5 i5 a**epted up to ;? da5 i.e. internet *onne*tion 7ill remain up

to ;? da5 after the due date of bill pament.0ou 7ill ne9er e:pe*t a line or *onne*tion or 5er9er or lo7er 5peed problem5.he broadband *onne*tion of BS!2 *ome5 along 7ith landline *onne*tion 7ith free

u5age (he free u5age of landline 7ill depend5 on the region and the broadband plan ou

ta8e up).

he e:*iting ne7 unlimited plan5 and the 5pe*ial offer5 for go9ernment emploee5 ma8e

the BS!2 broadband reall 5pe*ial. he tariff of BS!2 i5 9er le55 and al5o the unlimited plan5 5tart at 9er lo7er pri*e

8eeping in mind about the lo7er and middle *la55 *u5tomer5.BS!2 i5 o7ned b go9ernment. So their main *on*entration 7ill be on pro9iding 5er9i*e

rather than gaining profit5 li8e other pri9ate &S@F5. BS!2 i5 far a7a from 1air /5age @oli*ie5' 7here the *u5tomer ha5 to *he*8 for

do7nload and upload limit5 regularl.

ADVANTAGES OF HAVING AIRTEL OVER BSNLhe in5tallation time required for Airtel i5 le55 than < da5' unli8e BS!2 7hi*h u5uall

ta8e5 around 3-# da5.


37/62

Airtel broadband 5er9i*e i5 more organiGed than BS!2. Airtel i5 8no7n for it5 *u5tomer

5upport. An problem5 fa*ed b *u5tomer5 7ill be 5ol9ed ea5il and qui*8l. E:pert5 are

a9ailable X# to 5ol9e te*hni*al i55ue5.he *onne*tion 5peed5 are 9er high (up to


38/62

Airtel *ome5 equipped 7ith e:tra feature5' luring *u5tomer5 7ith 9aried intere5t5. Airtel ha5

re*entl *ome up 7ith an on-demand u5age 5*heme 7herein the *u5tomer pa5 for a5 mu*h a5

heI5he u5e5. hi5 plan 7ill help Airtel 5tand 5trongl again5t le55 e:pen5i9e 5er9i*e pro9ider5 li8e

BS!2.

BSNL BROADBAND ADVANTAGES

han85 to the dedi*ated and 7ide net7or8' BS!25 broadband 5er9i*e ha5 a 7ider rea*h

*ompared to an 5er9i*e pro9ider operating in &ndia. he 5er9i*e rea*he5 e9en the rural area5'

unli8e other ma+or 5er9i*e pro9ider5.

BS!25 broadband 5er9i*e i5 *on5idered to be more *o5t-effe*ti9e that other broadband 5er9i*e

pro9ider5' ma8ing it a popular *hoi*e in an e*onomi*al per5pe*ti9e.

AIRTEL BROADBAND DRA&BACKS

ompared to BS!25 broadband 5er9i*e' the Airtel broadband 5er9i*e require5 it5 5ub5*riber5 to

5hell out more mone.

BSNL BROADBAND DRA&BACKS

BS!2 broad band5 popularit ha5 made people queue up for it5 5er9i*e. Ho7e9er' the long

dela in getting a broadband *onne*tion ma a*tuall defle*t the pur5uer5 to another broadband

5er9i*e pro9ider.

BS!2 ha5 not been 8no7n for it5 *u5tomer 5er9i*e. &t5 poor *u5tomer 5upport i5 *redited to it5

5tate-o7ned 5tatu5.

BOTH THE SERVICES ARE POPULAR IN THEIR O&N &AY

B5' S+-5' N*64 L*4*7 (BSNL) i5 the leading broadband 5er9i*e pro9ider in &ndia.

O7ned b the go9ernment of &ndia' BS!2 ha5 the 7ide5t rea*h among all internet 5er9i*e

pro9ider5 operating in the *it.

http://www.indiabroadband.net/bsnl-broadband/http://www.indiabroadband.net/bsnl-broadband/


39/62

Data One' a broadband 5er9i*e pro9ided b broadband alread *o9er5 more than #%% *itie5 in the

*ountr. hi5 September 7ill 5ee broadband rea*hing more than t7ent thou5and rural lo*ation5

li8e pan*haat5' Gila pari5had5' and di5tri*t headquarter5 *onne*t to the re5t of the 7orld through

broadband' that i5' 7hen BS!25 ne7' ambitiou5 pro+e*t materialiGe5.

he 5er9i*e pro9ider 7ill emplo ad9an*ed 5oft7are te*hnolog for ma8ing thi5 plan *ome ali9e.

BS!2 i5 al5o loo8ing at ma8ing the tele*om and broadband u5age more *o5t-effe*ti9e for it5

*on5umer5.

Apart from thi5 rural-rea*h plan' BS!2 ha5 quite a number of plan5 in it5 8itt. E:ten5i9e fiber

net7or85 a*ro55 the *ountr and oi*e o9er &nternet @roto*ol (o&@) are +u5t to name a *ouple of

it5 plan5. BS!2 7ill be emploing 3 tele*om net7or85 all o9er the *ountr.

6ith go9ernment of &ndia5 dream to offer free' high-5peed broadband to all the *itiGen5 of &ndia

b


40/62

te*hnolog that gi9e5 a per5on the po7er to *ommuni*ate antime' an7here. Due to

ad9an*ement in te*hnolog' no7 *ommuni*ation be*ome5 ea5 and fa5ter. &n thi5 re5ear*h paper'

5pe*ial empha5i5 ha5 been laid o9er the *omparati9e anal5i5 of tele*om *ompanie5 A&E2 and

BS!2 b u5ing primar 5our*e5 of data in Mandi di9i5ion of Hima*hal @rade5h. 1or the

*ompletion of effi*ient re5ear*h 7or8' de5*ripti9e and e:plorator re5ear*h de5ign ha5 been u5ed

7hi*h further *on*lude that BS!2 i5 ha9ing 7ea8 !et7or8 performan*e a5 *ompared to Airtel .

rend5 of pre9iou5 ? ear5 in Mandi di9i5ion ha9e 5ho7n that BS!2 ompan ha5 5lo7l

deteriorated it5 po5ition.

INTRODUCTION"

he tele*om 5e*tor reform5 7ere underta8en in three pha5e5. he fir5t pha5e began in the $%5'

7hen pri9ate manufa*turing of *u5tomer promi5e equipment 7a5 gi9en a go-ahead in ;C$>. A

proliferation of indi9idual SDI&SDI@O net7or8 al5o too8 pla*e throughout the *ountr b 7a

of pri9ate indi9idual fran*hi5e5. Mahara5htra elephone !igam (M!2) 7a5 *reated out of the

department of tele*ommuni*ation (DO) to handle the 5e*tor5 of Mumbai and Delhi

re5pe*ti9el. A high po7ered tele*om *ommi55ion 7a5 5et up in ;C$C. 2ater ide5h San*har

!igam (S!2) be*ame the international 5er9i*e pro9ider *atering to tele*om 5er9i*e5

originating from &ndia. he 5e*ond pha5e of reform5 *ommen*ed in ;CC; 7ith the announ*ement

of ne7 e*onomi* poli*. he go9ernment deli9ered the manufa*turer of tele*om equipment in;CC;. &t al5o ahead up radio 5er9i*e5 in ;CC' ba5i* telephon 7a5 opened to the pri9ate

5e*tor b granting operating li*en5e5 to 5i: *ompanie5. Al5o part of the 5e*ond pha5e 7a5 the

introdu*tion of the !ational ele*om @oli* ;CC>. &t empha5iGed uni9er5al 5er9i*e and

qualitati9e impro9ement in tele*om 5er9i*e5 among other ob+e*ti9e5. An independent 5tatutor

regulator 7a5 e5tabli5hed in ;CC#' &nternet 5er9i*e5 7ere opened up in ;CC$.

he third pha5e reform5 began 7ith the announ*ement of the ne7 tele*om poli* in ;CCC. he

theme of !@ 7a5 to u5her in full *ompetition through a re5tri*ted entr of pri9ate plaer5 in all

5er9i*e 5e*tor5. he poli* fa9ored the migration of e:i5ting operator5 from the era of fi:ed

li*en5e fee regime to that of re9enue 5haring. he poli* further de*lined the 5trengthen of the

regulator opening up of international long di5tan*e (&2D) and !ational 2ong Di5tan*e (!2D)


41/62

5er9i*e5 to the pri9ate 5e*tor and *orporation of tele*om 5er9i*e5. he ear


42/62

R9''/" A highl 5ati5fied *u5tomer tell5 their friend5 and famil about the produ*t or

5er9i*e. R+*3+" A highl 5ati5fied *u5tomer i5 le55 li8el to 57it*h brand5.

R7-7 -3," A highl 5ati5fied *u5tomer *o5t5 le55 to 5er9e than a ne7 *u5tomer.

P'4*4 ,9" A highl 5ati5fied *u5tomer i5 7illing to pa more for the produ*t5 or

5er9i*e.

OBJECTIVES OF THE STUDY

o 8no7 the 1a*tor5 7hi*h affe*t the *on5umer beha9ior regarding

the 5er9i*e5 of BS!2 A&E2Y

o 8no7 the Ad9erti5ement 5our*e 7hi*h more attra*t5 the

*on5umer.


43/62

o 8no7 the @urpo5e of *on5umer behind the atta*hment 7ith the

tele*om *onne*tion5.

o 8no7 the le9el of Sati5fa*tion 7ith their pre5ent *onne*ti9it.

o 8no7 the different plan5 pro9ided b the5e t7o *ompanie5.


44/62

RESEARCH METHODOLOGY

e5ear*h de5ign of the pre5ent 5tud i5 e:plorator *um de5*ripti9e and partiall *a5ual in

nature' a5 the 5tud aim5 at a*hie9ing in5ight5 into a relati9el ne7 phenomenon of A S7 39


45/62

C34:'* +/,*, 39 5 BSNL % AIRTEL. A5 the re5ear*h i5 aimed at to find out the

*on5umer5 5ati5fa*tion le9el to7ard5 BS!2 A&E2.

SAMPLE DESIGN"

Sample de5ign i5 that part of uni9er5e' 7hi*h 7e 5ele*t for the purpo5e of in9e5tigation. A 5ample

5hould e:hibit *hara*teri5ti*5 of the uni9er5e. he re5ear*her mu5t de*ide the 7a of 5ele*ting

5ample. Sample *an be either probabilit 5ample5 or non-probabilit 5ample5. So here in thi5

pro+e*t & ha9e ta8en the non- probabilit 5ample5 of the re5ear*h 7or85.

SAMPLE FRAME"

&t i5 al5o 8no7n a5 ,Sour*e of li5t4 from 7hi*h 5ample i5 to be dra7n. he 5ample frame of m

5tud i5 from di5tri*t Mandi in Hima*hal @rade5h.

SAMPLE SIE (100)"

An optimum 5ample i5 one' 7hi*h fulfill5 the requirement of effi*ien*' repre5entati9e'

reliabilit' and fle:ibilit. So m 5ample 5iGe for thi5 5tud i5 ;%%.

SAMPLE PROCEDURE"

he 5ampling de5ign' & ha9e *ho5en to de*ide the 5ample for 5tud i5 ba5ed on *on9enient

5ampling.

DATA COLLECTION

PRIMARY DATA"


46/62

6hate9er the data & ha9e *olle*ted' it i5 primar data 7hi*h 7a5 *olle*ted 7ith help of a b

dire*t feedba*8 from the *u5tomer.

SECONDARY DATA"

& ha9e al5o *olle*ted the 5e*ondar data for re5ear*h 7or8' 7hi*h & ha9e ta8en from BS!2

A&E2 internal re*ord5' trade and bu5ine55 publi*ation5' and 9ariou5 5ite5 related to BS!2 and

Airtel.


47/62

ANALYSIS AND INTERPRETATION OF DATA


48/62

Summar of the 5ur9e module for the Ba5i* (6ireline) At Mandi in Hima*hal @rade5h.

able ;K-

S.NO. P'93'4+- BSNL AIRTEL; u5tomer5 5ati5fied 7ith pro9i5ioning of 5er9i*e. C% C"

< u5tomer 5ati5fied 7ith billing performan*e. C" C"

3 u5tomer5 5ati5fied 7ith net7or8 performan*e'

reliabilit and a9ailabilit.

#> $>

> u5tomer5 5ati5fied 7ith maintabilit. C3 C?

? u5tomer5 5ati5fied 7ith 5upplementar and 9alue

added 5er9i*e5

$? $$

" u5tomer5 5ati5fied 7ith help 5er9i*e5 in*luding

grie9an*e redre55al

C" C"

# u5tomer5 5ati5fied 7ith o9erall 5er9i*e qualit #C $C

INTERPRETATIONK

1rom the abo9e table it *an be *learl be 5een that airtel i5 dominating in all the *a5e5 in 7ire-

line 5er9i*e5' 7hi*h mean5 that mo5t of the *u5tomer5 are 5ati5fied 7ith the airtel 7ire-line5.

able


49/62

added 5er9i*e5.

". u5tomer5 5ati5fied 7ith help 5er9i*e5 in*luding

grie9an*e redre55al.

"? #3

#. u5tomer5 5ati5fied 7ith o9erall 5er9i*e qualit #? $C

INTERPRETATION"

&n *a5e of 7irele55 al5o' airtel again 7in5 the ra*e of being the dominator. hi5 i5 mainl be*au5e

airtel on regular ba5i5 in*rea5e5 it5 frequen* 7idth 7hi*h pro9ide5 the *larit in tal8ing 7ithout

an hurdle5.

ableK 3

Summar of the 5ur9e module for (broadband) in the Mandi di9i5ion.

S.N3 P'93'4+- BSNL AIRTEL

; u5tomer 5ati5fied 7ith pro9i5ioning of 5er9i*e C? C<

< u5tomer 5ati5fied 7ith billing performan*e C< $C

3 u5tomer5 5ati5fied 7ith net7or8 performan*e'

reliabilit' and a9ailabilit.

C> C>


50/62

> u5tomer5 5ati5fied 7ith maintainabilit $> $$

? u5tomer5 5ati5fied 7ith 5upplementar and 9alue

added 5er9i*e5.

$C C3

" u5tomer5 5ati5fied 7ith help 5er9i*e5 in*luding

grie9an*e redre55al.

C> C;

# u5tomer5 5ati5fied 7ith o9erall 5er9i*e qualit. C% C>

INTERPRETATIONK

1rom the abo9e figure5 it *an be 5een that both the net7or85 gi9e5 a head to head *ompetition to

ea*h other. Both the net7or85 en+o the po5iti9e re5pon5e5 from the *u5tomer5.

FINDINGS

u5. ; 6hat i5 our profe55ionY

C63' P'39,,*3+/ S7+ S'*-4+ B,*+,, 4+

e5pondent5 >" ;< ;$

I+':'*3+K 1rom the abo9e table it *an be *learl 5een that ma+orit of the re5pondent5 are*ompo5ed of 5tudent5 7ho no7 a da5 pla5 a ma+or role in an pur*ha5e de*i5ion.


51/62

u5K < Among the5e t7o 7hi*h *ompan5 net7or8 ou u5eY

C63' A*'/ BSNL

e5pondent5 >% ;<

I+':'*3+K 1rom the table abo9e' it *an be 5aid that mo5t people prefer to *onne*t 7ith the

airtel net7or8 that i5 the 7h A&E2 i5 dominating in thi5 5e*tor.

3K Ho7 long ou ha9e been 7ith our net7or8Y

C63' %I; ;I3 3I? ?

R,:3+7+,


52/62

I+':'*3+K 1rom the information abo9e it *an be 5aid that mo5t of the re5pondent5 are*on*erned 7ith the *all rate5 and 5pe*ial plan5 pro9ided b an tele - operator. he gi9e a *lo5e7at*h to the5e t7o *ategorie5 in order to adapt the be5t plan 7ith the lea5t *o5t in9ol9ed in it.

?K Are ou 5ati5fied 7ith the 5er9i*e5 7hi*h our operator pro9ide5Y

C63' Y, N3

e5pondent5 "% >%

I+':'*3+" Mo5t of the re5pondent5 are 5ati5fied 7ith their u5er net7or8

7here the di5 - 5ati5fa*tion i5 >%L. he main rea5on for their di55ati5fa*tion i5 the

after 5ale 5er9i*e5 7hi*h the earlier promi5e at the time of pur*ha5e.

"K 6hi*h are the 5our*e5 of information that made ou opt for the pur*ha5eY

C63' R,:3+7+,

ele 9i5ion ad5 >%

!e75paper ad5 ?

MagaGine5 <

1riend5 and relati9e5 33

!et7or8 dealer5


53/62

#K Ho7 mu*h are ou 5ati5fied 7ith our pre5ent net7or8Y

C63' R,:3+7+,

er mu*h 5ati5fied %A9erage


54/62


55/62

FINDINGS"

o 6ith the help of data *olle*ted and meeting 7ith the people in MA!D& di9i5ion' the

re5pon5e 7hi*h & get from the people i5 that the are mo5tl 5ati5fied 7ith the 5er9i*e5

of airtel. hi5 i5 mainl be*au5e of hurdle5 free net7or8 7hen & a58ed about it5

*hara*teri5ti*5. @eople 7ant the *leart in net7or8. A5 MA!D& i5 a region 5urrounded7ith the mountain5' it be*ome5 diffi*ult for mo5t of the operator5 to full adapt to the

*ondition5 in the MA!D& region. But airtel *on5idering all 5u*h diffi*ultie5' tried in

better 7a to 5ati5f the lo*al people of MA!D&. @eople *an en+o a good

*ommuni*ation net7or8 all around the 7orld 7ith out an interferen*e or net7or8

problem.

o BS!2 on the other hand i5 al5o a 9er good 5er9i*e operator in tele *ommuni*ation

Gone. &t ha5 en+oed a good re5pon5e for the la5t fe7 ear5' but unable to 8eep it5

dominan*e at the top be*au5e of time *on5uming fa*tor5 in adopting the BS!2

net7or8. &t al5o ha5 high *harge5 in *a5e of *ertain *a5e5 7hi*h ha5 re5ulted in the

7ithdra7al of net7or8 b the people. Earlier there 7a5 a 7ire line telephone in ea*h

and e9er hou5e of BS!2. But for the la5t fe7 ear5 mo5t of the people ha5 di5


56/62

*onne*ted the BS!2 net7or8 due to the fi:ed *harge5 7hi*h the people ha5 to pa

7hether the ma8e a *all or not.

o Another problem 7ith the BS!2 i5 the ea5 re*harge' people ha5 to go to the di5tan*e

pla*e5 to refill their BS!2 net7or85. And it i5 not ea5il a9ailableJ on the other hand

it i5 not the *a5e 7ith the A&E2 Operator5.

o ariou5 plan5 7hi*h the A&E2 pro9ide5 to it5 *u5tomer5 en+o the good feedba*8

from the people be*au5e the5e plan5 are made a**ording to the requirement5 of the

people and dont ma8e a hea9 burden on their po*8et. On the other hand it i5 not the

*a5e 7ith BS!2J people are di55ati5fied 7ith the high *harge5 of BS!2.

o hrough the data *olle*ted it *an be 5een that both the net7or8 en+o5 the good

net7or8 7ith out an hurdle5. So 5till both the5e net7or85 gi9e5 a tough *ompetition

to ea*h other

SUGGESTIONS"

a8ing both the net7or85 into *on5ideration' & 7ant to 5ugge5t that BS!2 5hould *ome

up 7ith the ne7 plan5 to gain the po5iti9e attitude of the people.

BS!2 ha5 to under5tand the need5 of the people' 7hat the a*tuall 7ant5' and 7hat i5

their attitude to7ard5 their net7or8' a regular feedba*8 5hould be ta8en on time to time ba5i5 about their performan*e in tele *ommuni*ation 7orld.

A5 BS!2 i5 a go9ernment o7ned net7or8' it ha5 to 5tart thin8ing a**ording to the

*hanging en9ironment in the tele *ommuni*ation 7hi*h & thin8 i5 de*lining a5 more andmore pri9ate plaer5 are entering into thi5 5e*tor.

A&E2 being at the top 5hould *on*entrate on the unne*e55ar *harge5 the *ut from

their net7or8 holder5.


57/62

A&E2 ha5 alread entered into the . digitaliGation' 5o & 7ill al5o 5ugge5t the BS!2

to ma8e a qui*8 entr into thi5 field in order to *apture the more mar8et 5hare.

LIMITATION

Due to limited 5pan of time' fe7er re5pondent5 7ere ta8en into *on5ideration.

Due to le55 information about the5e t7o operator5' man people ga9e the mi5leading

re5pon5e5.

Due to la*8 of litera* le9el in Mandi region' diffi*ult ari5ed in *olle*ting the a**urate

re5ult5.

A *o5t *on5traint 7a5 al5o their in *olle*ting the rele9ant data.


58/62

CONCLUSIONSK

6ith the help of data *olle*ted' and through m o7n under5tanding and +udgement' & 7ant to

*on*lude that both the operator5 are doing a great +ob in bringing the people *lo5e through their

net7or85. Both the operator5 are en+oing the good re5pon5e from their fa9oured *u5tomer5.Both the5e net7or85 are gi9ing a 5tiff *ompetition to ea*h other and other plaer5 in the mar8et.

Both the net7or8 pro9ide5 their 5er9i*e5 in ea*h and e9er part of &ndia and ma8ing a

tremendou5 effort in *onne*ting the people from the 7hole 7orld. A5 the en9ironment i5

*hanging' and people are be*oming more *on5*iou5 about the 5er9i*e5 7hi*h are being pro9ided

b different operator5' 5o it be*ome5 the re5pon5ibilit of the operator5 to meet their demand5

a**ording to their adaptabilit. BS!2 ha5 not et entered into the .. digitaliGation' 5o the time

ha5 *ome for it to ma8e an entr into thi5 field. al8ing about the *u5tomer 5ati5fa*tion in 9ariou5

plan5 pro9ided b both the5e net7or85' & 7ant to *on*lude that mo5t of the *u5tomer5 are di5

5ati5fied 7ith the 5er9i*e5 offered b the BS!2 5o it5 the high time for the BS!2 to qui*8l

*hange the gear in pro9iding the be5t 5er9i*e5 to it5 *u5tomer5. A&E2 5hould 8eep the good

momentum a5 before and *ome up 7ith the late5t plan5 7hi*h more attra*t the *u5tomer5.


59/62

BIBLIOGRAPHYK

BOOKSK

EO!OM& &!D&A (


60/62

UESTIONNAIRE

Dear e5pondent'

hi5 5ur9e 7ill help u5 in under5tanding the *on5umer

beha9iour and al5o in ma8ing a *omparati9e anal5i5 of tele

net7or85. &t 7ill onl ta8e ?-;% minute5 of our time.

(i*8 the appropriate one)

!ame ZZZZZZZZZZZZZ

Age ZZZZZZZZZZZZZ

;K 6hat i5 our profe55ionY

(a) @rofe55ional (b) Student

(*) Ser9i*eman (d) Bu5ine55man


61/62

K 6hat influen*e ou to ma8e a pur*ha5eY

(a) Brand &mage (b) @ri*e

(*) @lan5 feature5 (d) all rate5

(e) 1un*tional @erforman*e

?K Are ou 5ati5fied 7ith the 5er9i*e5 7hi*h our operator

pro9ide5Y

(a) 0e5 (b) !o

"K 6hi*h are the 5our*e5 of information that made ou opt for the

pur*ha5eY

(a) Ad5 (b) !e75paper Ad5

(*) MagaGine5 (d) 1riend5 and elati9e5

(e) !et7or8 Dealer5

#K Ho7 mu*h are ou 5ati5fied 7ith our pre5ent net7or8Y

(a) er Mu*h Sati5fied (b) Sati5fied

(*) A9erage (d) Di55ati5fied

(e) er Mu*h Di55ati5fied

$K 6hi*h fa*tor do ou 5ugge5t the *ompan 5hould la empha5i5

to enhan*e it5 5ale5Y


62/62

(a) ualit feature5 (b) feedba*8

(*) Ad9erti5ement ampaign (d) After Sale Ser9i*e5

Documents

Bsnl & Airtel