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Bsnl Services on Customer Satisfaction

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TABLE OF CONTENTSCertificate Declaration Acknowledgement Executive summary CHAPTER 1 1 INTRODUTION 1.1 About the company 1.2 Satisfaction 1.3 Consumers satisfaction 1.4 Measuring of Customer satisfaction 1.5 Telecom service provider in Raipur city 1.5.1 Airtel 1.5.2 Idea 1.5.3 Reliance GSM and RIM 1.5.4 BSNL 1.5.5 Tata Indicom CHAPTER 2 2.1 Objective of Research 2.2 Purpose of Research 2.3 Limitations 2.4 Methodology 2.5 Sample Size GA 2008-2010 DIMAT Page 1



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My project title was inclusive of objective, later on we discussed what dimensions should be covered under this title, like analysis of data collected by questionnaires which was filled by the users during the survey in the Raipur city, then I applied various statistical method like hypotheses, ranking, graphical representation, and various test on collected data to get accurate result. In order to convince the respondents we have to explain them why we conduct survey and the information what we need is fill in the form of questionnaires. Our learning here is as follows: I learn that theoretical knowledge is different from practical knowledge. Learned about some of the soft skills like acceptability, adjustability and patience required during field work. Time management. Art of convincing people. Discipline of the work place. Consistency in work.

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ABOUT THE COMPANYBharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is inaccessible GA 2008-2010 DIMAT Page 4

areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services.

BSNL is numero Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, Cell One, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million DataOne broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630, 000 million (US $ 14.37 billion). GA 2008-2010 DIMAT Page 5

BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

1.1 SatisfactionSatisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

1.2 Customer satisfactionA business term is a measure of how products and services supplied by a company Meet or surpass customer expectation. It is seen as a key performance indicator within business and is a part four consumer perspectives of a balanced scoreboard. In a competitive market place where business competes for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

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There is substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

1.3 Measuring customer satisfactionOrganizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and or services to the market place. Customer satisfaction is ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product number of both psychological and physical variables which correlates with satisfaction behaviors as such returns and recommend rate. The quality values which influence satisfaction behavior, further expanded on satisfaction includes: Quality, Value, Timelines, Efficiency and Ease improvement and organizational changes and measurement and are most often utilized to develop the architecture for satisfaction between the customers being measure when an organization can fulfill customer expectation and perception about their needs. Measurement of customers satisfaction is a difficult task which is challenge for the marketer and organization. But customer satisfaction measurement is the term which can provide the grant success to the organization.

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1.4 Telecom service providers in Raipur cityBHARTI TELECOMOne of the foremost corporate leaders of contemporary India Sunil Bharti Mittal is the chairman and MD of Bharti Airtel Ltd.

Telecom giant Bharti Airtel is the flagship company of Bharti enterprise. The Bharti group has a divert business portfolio and has created global brand in telecommunication sector. Airtel comes to us from Bharti airtel ltd. Indias largest integrated and the first privet telecom service provider. Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers. The Company compliments its mobile and broadband & telephone services with national and international long distance services. It has over 35,016 route kilometers of optic fiber on its national long distance network. Airtel also provides the internet service by there cellular network customers have freedom to access the internet anytime anywhere across the India. The company will invest up to $3.5 billion this fiscal (07-08) in network expansion. It has an installed base of 40,000 cellists and 59% population coverage After the proposed network expansion, an additional 30,000 towers will result in the company achieving 70% population coverage. Bharti has over 39 million users as on March 31, 2007 . It has set a target of 125 million subscribers by 2010

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Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year ago.

IDEA CELLULARIdea Cellular is a wireless telephony company operating in various states in India. It initially started in 1995 as a join venture between the Tatas, Aditya Birla Group and AT&T by merging Tata Cellular and Birla AT&T Communications. IDEA Cellular is part of the Aditya Birla Group, a US$ 24 billion corporation with a market cap of US$ 31.5 billion and in the league of Fortune 500. As India's leading GSM Mobile Services operator, IDEA Cellular has licenses to operate in all 22 Service Areas. Presently, operations exist in 11 Service Areas covering Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya Pradesh, Chattisgarh, Uttaranchal, Haryana, UP-West, Himachal Pradesh, UP-East, Rajasthan and Kerala. With a customer base of over 24 million, IDEA Cellular's footprint currently covers approximately 60% of India's telecom population. Customer Service and Innovation are the drivers of this Cellular Brand. A brand known for their many firsts, Idea is on