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“A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING

BRAND EQUITY FOR THE COMPANY.”

Project Report submitted by

“SARAVANA PERUMAL.G”

Register No: 010771037Batch: 2005-07

in partial fulfillment of the requirements for theDegree of

Master of Business Administrationat

School of Management SASTRA

Under the Supervision and Guidance of

DR.P.VAIJAYANTHIProfessor, School of Management

Shanmugha Arts science Technology & Research Academy(SASTRA)

Deemed UniversityThirumalaisamudram, Thanjavur – 613 402.

1

Shanmugha Arts Science Technology & Research Academy(SASTRA)

Deemed UniversityThirumalaisamudram, Thanjavur 613 402.School of Management – MBA Programme

Bonafide Certificate

Certified that this project report entitled“A STUDY ON CUSTOMER SATISFACTION FOR BSNL

PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY.”

is a bonafide record of work done by

“SARAVANA PERUMAL.G”Register No: 010771037

Batch: 2005-2007

In partial fulfillment of the requirements for award of theDegree of Master of Business Administration

During the period May-June 2006

Internal Guide Dean, School of Management

Submitted for Project Viva-voce examination held on _________

Internal Examiner External Examiner

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ACKNOWLEDGEMENT

First of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, Chennai for

giving me an opportunity to get a practical exposure of business experience.

I express my gratitude to Mr. S.Vaidhiyasubramaniyam, Dean, Planning and

Development; Prof. K.S. Vijayaraghavan, Dean, School of Management for providing

all the infrastructure facilities for the department which helped all the students in

completing the project successfully.

I express my heartfelt thanks to Dr.P.Vaijayanthi, Professor, School of Management,

my first Marketing Guru who offered me valuable guidance and support in every stage

through out the course of my entire project work.

I am grateful to Shri.J.Santhanakrishnan, Deputy General Manager RGMTTC

Chennai, Shri.S.Aravamudhan, Senior Sub Divisional Engineer, RGMTTC Chennai,

Shri.A.S.Egaya, Principal General Manager, Shri.N.Saravana Pandian, Deputy

General Manager Coimbatore and Shri.N.S.C.Sekhar, Assistant General Manager

Coimbatore and all other employees of BSNL who gave me all the moral support and

care which made my project come true.

Finally I thank all other Staffs of School of Management, Staffs of BSNL, my parents

who were in full support and all my friends who helped me in completing this dream

project successfully.

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SYNOPSIS

The Telecom industry is one of the leading and fastest growing in the world as

communication plays a vital role in the world and especially in India. It acts as a major

catalyst for the economic growth.

BSNL has good brand awareness among the people. This could be attributed to its long

history in the market and continued support from the Government.

In today’s competitive world, BSNL has to provide excellent services to attain a major

market share and keep their Customers satisfied in all aspects.

This research study is useful for BSNL to understand the expectations and requirements

of Customers and can serve them in a better way.

This research was conducted from May 2006- June 2006.

The researcher has done an internship project at BSNL, Chennai in pursuance of

determining the brand equity for BSNL and then the customers feedback on the various

products.

The samples of 250 respondents from among the universe of BSNL users at Coimbatore,

tirupur and pollachi were selected at random to conduct the study. The BSNL staffs who

were contacted to learn about the various BSNL packages and policies were also the

primary source of data.

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Questionnaire was designed after a pre-survey interview covering all the aspects of

BSNL services. Data analysis and interpretation was done using the collected data with

necessary tools including percentage analysis, five point scale was used to grade the

opinion of the respondents regarding the various variables used, soft wares like SPSS

were also used to enable efficient analysis of data.

The researcher strongly believes that this study would be helpful to the BSNL

Management in knowing about the Customers Satisfaction, Customer Perception,

Customer Preferences, and service requirements and about the other competitors status in

the market thereby helping them in improve their quality of Services offered.

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TABLE OF CONTENTS

S.NO. CONTENTS PAGE NUMBER

LIST OF TABLES

LIST OF CHARTS

1

3

1.0 INTRODUCTION

1.1 STATEMENT OF PROBLEM1.2 IMPORTANCE OF THE STUDY1.3 OBJECTIVES1.4 SCOPE OF THE STUDY1.5 RESEARCH METHODOLOGY1.6 LIMITATIONS OF THE STUDY1.7 CHAPTER SCHEME

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2.0 PROFILE

2.1 COMPANY PROFILE

13

3.0 CONCEPTUAL REVIEW 24

4.0 ANALYSIS AND INTERPRETATIONS 28

5.0 FINDINGS AND SUGGESTIONS 66

6.0 CONCLUSION 74

7.0 BIBLIOGRAPHY 76

8.0 ANNEXURE 78

LIST OF TABLES

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1. Location of the Customers. 29

2. Age of the Customers. 30

3. Occupation of the Customers. 31

4. Monthly Income of the Customers. 32

5. Customers using Mobile Services or not. 34

6. Customers using Landline Services or not. 35

7. Mobile Service used by the Customers. 36

8. Landline Service used by the Customers. 37

9. Familiarity of Customers with BSNL. 38

10. Comparing BSNL with other Services. 39

11. Respondents by their Age and Mobile Services. 41

12. Respondents by their Location and Landline. 43

13. Respondents by their Location and Migration from BSNL. 45

14. Respondents by their Location and Network Coverage 47

15. Respondents by their Location and Customer Care 49

16. Respondents by their Cost and Migration from BSNL. 51

17. Quality of Customer Service and Migration from BSNL. 54

18. Respondents by their Location and Comparing with other Services 55

19. Respondents by their Location and Tariff plan Satisfaction. 57

59

60

61

62

7

63

25. Satisfaction level of Quality of Customer Service of BSNL. 64

65

8

LIST OF CHARTS


1. Location of the Customers. 29

2. Age of the Customers. 30

3. Occupation of the Customers. 31

4. Monthly Income of the Customers. 32

5. Customers using Mobile Services or not. 34

6. Customers using Landline Services or not. 35

7. Mobile Service used by the Customers. 36

8. Landline Service used by the Customers. 37

9. Familiarity of Customers with BSNL. 38

10. Comparing BSNL with other Services. 39

11. Respondents by their Age and Mobile Services. 42

12. Respondents by their Location and Landline. 44

13. Respondents by their Location and Migration from BSNL. 46

14. Respondents by their Location and Network Coverage 48

15. Respondents by their Location and Customer Care 50

16. Respondents by their Cost and Migration from BSNL. 52

17. Quality of Customer Service and Migration from BSNL. 54

18. Respondents by their Location and Comparing with other Services 56

19. Respondents by their Location and Tariff plan Satisfaction 58

59

60

61

9

62

24. Satisfaction level of Additional Packages of BSNL. 63

25. Satisfaction level of Quality of Customer Service of BSNL. 64

65

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1.0INTRODUCTION

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1.1 Statement of Problem

A study has been conducted in order to understand the Customers opinion and

Satisfaction level of various Landlines and Mobile Services in Tamil Nadu, research

titled “A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS

AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE

COMPANY” has been conducted.

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1.2 Importance of the Study

In this competitive arena communication plays a vital role so the Telecom Industries are

the major source for communication. BSNL, being a public sector obviously have to

compete with various players like Airtel, Aircel, Reliance, Tata Indicom etc.,with their

stringent rules and regulations guided by TRAI. Hence in order to understand about the

customers requirements their likes and dislikes preference is sine-quo-non for BSNL.

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1.3 Objectives

To ascertain the Customers preferences of Land line and Mobile Services.

To ascertain the Customers Satisfaction level for Mobile services as well as Land

line Services.

To analyze the Customer opinion and satisfaction with specific reference to

BSNL.

To suggest some guidelines to BSNL in order to provide better focused services.

To determine the status of brand awareness and brand loyalty in order to conclude

about brand equity.

To learn about the brand attributes and their preferences in BSNL.

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1.4 Scope of the Study:

This research study is useful for BSNL to understand the expectations and

requirements of Customers and can serve them in a better way.

This research was conducted from May 2006- June 2006.

The respondents from Coimbatore, Pollachi and Tirupur have been taken for

this study.

The brand equity was measured in terms of brand attribute preferences, brand

awareness, brand loyalty and preferences about the brand.

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1.5 Research Methodology:

DATA SOURCE:

In this study Primary data and secondary data have been used.

Secondary data have been collected from Internet.

RESEARCH APPROACH:

Primary data have been collected through surveys.

Personal interview technique has been used for conducting the survey. Data collection

has been done through the use of Structured questionnaire.

SAMPLING:

Convenient Sampling method has been adopted for this study.

Researcher has taken respondents from Coimbatore, Pollachi and Tirupur for this

study.

The researcher has chosen 145 from Coimbatore, 56 from Pollachi and 47 from

Tirupur.

The researcher had prepared a Questionnaire both open and close ended questions

to elicit responses for the following areas:

i. Location. ii. Age.iii. Occupation.iv. Monthly Income.v. Mobile Usage.vi. Mobile service Usage.

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1.6 Limitations of the Study:

Time was not sufficient to conduct detailed study.

study had been conducted only in a few areas of TamilNadu

For few questions researcher was not able to get proper response which are as

follows:

i. Chances of Switching.ii. Reason for Switching.iii. Monthly Income.iv. Comparative questions.

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1.7 Chapter Scheme:

Chapter I deal with the Introduction of the project work, which includes Statement of Problem, Importance of the study, Objectives, Scope of the study, Research Methodology and Limitations of the study.

Chapter II deals with the Industry and Company Profile.

Chapter III deals with the Conceptual review.

Chapter IV deals with the Analysis and Interpretation.

Chapter V deals with the Findings and Suggestions.

Chapter VI deals with the Conclusion.

Chapter VII deals with the Bibliography.

Chapter VIII deals with the Annexure.

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2.0PROFILE

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2.1 COMPANY PROFILE

On October 1, 2000 the Department of Telecom

Operations, Government of India became a corporation and was christened Bharat

Sanchar Nigam Limited (BSNL). Today, BSNL is the No. 1 Telecommunications

Company and the largest Public Sector Undertaking of India with authorized share

capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of over 45

million lines covering 5000 towns with over 35 million telephone connections.

With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc.

and widespread transmission network including SDH system up to 2.5 gbps, DWDM

system up to 80 gbps,Web telephony,DIAS,VPN, Broadband and more than 400,000

data customers , BSNL continues to serve this great nation .

Its responsibilities include improvement of the already impeccable quality of telecom

services, expansion of telecom network, introduction of new telecom services in all

villages and instilling confidence among its customers.

BSNL has managed to shoulder these responsibilities remarkably and deftly.

Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide

Network management & surveillance system (NMSS) to control telecom traffic and

over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to

reckon with in the world of connectivity. Along with its vast customer base, BSNL's

financial and asset bases too are vast and strong. Consider the figures, as they speak

volumes on BSNL’s standing:

The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74

billion)

Turnover of Rs. 31,400 crore ( US $ 7.14 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive range of

telecom services and a penchant for excellence; and you have the ingredients for

restructuring India for a bright future. Today, BSNL is most trusted Telecom Brand

of India.

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OBJECTIVES To be a Lead Telecom Services Provider.

Build customers confidence through quality and reliable service.

Provide Bandwidth on demand.

Contribute towards:

i. National Plan Target of 250 million subscriber base for the country by December 2007.

ii. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004.

iii. Telephone in all villages.

iv Implementation of Triple play as a regular commercial proposition.

Organization Chart of BSNL:

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Revenue

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The Department of Telecom operations now known as BSNL has shown sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.

Capital Investment

Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 1986-87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This investment has been financed mainly by the internal accruals. The planned capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).

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Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores

(US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus &

Plants etc.

Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is

certainly on a financial ground that's sound.

The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized

equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores

(US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $ 7.60 billion) in 2004-05.

When it comes to connecting the four corners of the nation, and much beyond, one

solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the

number games and the quest to attain the position of a leader. It is working round the

clock to take India into the future by providing world class telecom services for people of

India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand

of the Nation.

Driven by the very best of telecom technology from chosen global leaders, it connects

each inch of the nation to the infinite corners of the globe, to enable you to step into

tomorrow.

Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The

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

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

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

minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added.

Keeping the global network of Networks networked, the countrywide

Internet Services of BSNL under the brand name includes Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no ‘172233’, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service.

BSNL also offers Web hosting and co-location services at very cheap rates.

ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing.

Intelligent Network

Intelligent Network Service (In Service) offers value-added services, such as:

Free Phone Service (FPH)India Telephone Card (Prepaid card)Account Card Calling (ACC)Virtual Private Network (VPN)Tele-votingPremium Rae Service (PRM)Universal Access Number (UAN) and more

I-Net

India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line

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http://www.sancharnet.in/

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

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

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

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

Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).

Wireless in Local Loop

This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange.Countrywide WLL is being offered in areas that are non-feasible for the normal network.Helping relieve congestion of connections in the normal cable/wire based network in urban areas.Connecting the remote and scattered rural areas.Limited mobility without any air-time charge

PROJECTS RECENTLY IMPLEMENTED/UNDER DEVELOPMENT

National Internet Backbone of BSNL Voice over IP Broadband Services - ADSL & High Speed Internet Managed Leased Line Network (MLLN) Access Network - LMDS, DLCs, RLC etc. Internet Exchange Points - IXP & Internet Data Centers (IDC) E-Commerce

TelephoneBasic Telephone (Bfone)

Total Number of connections as on 30.04.2006 3,51,55,749

WLL (Tarang)

Total Number of connections as on 30.04.2006 25,95,807

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

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

Village Public Telephones

Total Number of Telephones as on 31.03.2006 5,35,325

Public Telephones (Local, STD and Highway)

Total Number of Public Telephones as on 31.03.2006 20,64,174

STD Stations

Number of STD Stations as on 31.03.200631,915

Transmission Systems as on 31.03.2006

Transmission Systems

Digital(Route kms) (Route kms)

Coaxial 6,024

Microwave 63,730

UHF 45,130

Optical Fiber 4,80,196

Satellite Based Services (as on 31.03.2006)

MCPC-VSATs 201

IDR Systems (2 Mb/ 8 Mb) 64/17

Mobile Services

(As on 30.04.2006)

Total number of connections - 1,75,92,364

(As on 30.04.2006)

District Headquarters covered - 592

Total number of villages covered

- 1,39,021

National Highway covered (Km) - 45,438

State Highway covered (Km) - 31,339

Railway route covered (Km) - 15,730

Customer Care

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Several Steps have been taken at BSNL to augment the quality of customer care to international standards.

Access round the clock help at following toll free numbers Dataone Broadband '1600-424-1600' PSTN Call Center '1500' (in select states) Sancharnet Help Desk '1957'

CellOne all India Help '9400024365' All BSNL Customer Service Centers (CSCs) now remain open on all seven days from 8.00 AM to 8.00 PM without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience.Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for.Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished.Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant.Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables.Establishing call centers across the nation to provide single window solutions and convenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic.

Application Forms for new connections have been made free of charge for all services.

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Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads.

Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs).

More than one Public Call Office (PCO) permitted at the same premises.

Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer.

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3.0CONCEPTUAL REVIEW

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MARKETING MANAGEMENT DEFINITION:

Marketing management is the practical application of marketing techniques. It is

the analysis, planning, implementation, and control of programs designed to create, build,

and maintain mutually beneficial exchanges with target markets. The marketing manager

has the task of influencing the level, timing, and composition of demand in way that will

achieve organizational objectives.

BRAND EQUITY

What is brand equity?

BRANDEQUITY

BRANDAWARENESS

PERCIVED QUALITY

BRAND ASSOCIATION

BRANDLOYALTY

31

The goal of the brand leadership paradigm is to create strong brands – but what is a

strong brand, anyway? In Managing Brand Equity, brand equity was defined as the brand

assets (or liabilities) linked to a brand’s name and symbol that add to (or subtract from) a

product or service. These assets can be grouped into four dimensions: brand awareness,

perceived quality, brand associations, and brand loyalty. These four dimensions guide

brand development, management and measurement.

Brand awareness:

Brand awareness is an often undervalued asset; however, awareness

has been shown to affect perceptions and even taste. People like the familiar and are

prepared to ascribe all sorts of good attitudes to items that are familiar to them. The

Intel Inside campaign has dramatically transferred awareness into perceptions of

technological superiority and market acceptance.

Perceived quality

Perceived quality is a special type of association, partly because it

influences brand associations in many contexts and partly because it has been

empirically shown to affect profitability (as measured by both ROI and stock return).

Brand associations

Brand association can be anything that connects the customer to the

brand. It can include user imagery, product attributes, use situations, Organizational

associations, brand personality and symbols. Much of brand management involves

determining what associations to develop and then creating programs that will link

the associations to the brand.

Brand loyalty

32

Brand loyalty is at the heart of any brand’s value. The concept is to

strengthen the size and intensity of each loyalty segment. A brand with a small but

intensely loyal customer base can have significant equity.

Brand Preference

The stage of brand loyalty at which a brand will select a particular brand

but will choose a competitor’s brand if the preferred brand is unavailable. See Brand

insistence; Brand recognition.

Customer Satisfaction

If the customer's expectations of product quality, service quality, and

price are exceeded, a firm will achieve high levels of customer satisfaction and will

create "customer delight." If the customer's expectations are not met, customer

dissatisfaction will result. And the lower the satisfaction level, the more likely the

customer is to stop buying from the firm.

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4.0ANALYSIS AND INTERPRETATIONS

34

PROFILE OF THE SAMPLE RESPONDENTS

LOCATION

Frequency Percent Valid Percent Cumulative PercentValid COIMBATORE 145 58.0 58.0 58.0

POLLACHI 57 22.8 22.8 80.8TIRUPUR 48 19.2 19.2 100.0

Total 250 100.0 100.0

TABLE: 1

CHART: 1

INFERNCE:

35

As the Table depicts, a good majority of the respondent (58%) of consumers belongs to Coimbatore while Tirupur is the least (0.4%).

AGE

Frequency Percent Valid Percent Cumulative PercentValid bet 20-30 51 20.4 20.4 20.4

bet 31-35 100 40.0 40.0 60.4bet 36-40 46 18.4 18.4 78.8bet 41-50 33 13.2 13.2 92.0above 50 20 8.0 8.0 100.0

Total 250 100.0 100.0

TABLE: 2

CHART: 2

INFERNCE:

36

As the Table depicts, a good majority of the respondent (40.0%) were in the age group of (Between 31-35) while the age group of (Above 50) is the least (8.0%).

OCCUPATION

Frequency Percent Valid Percent Cumulative PercentValid Managerial 113 45.2 45.2 45.2

Business 85 34.0 34.0 79.2Clerical 24 9.6 9.6 88.8

Manual worker 17 6.8 6.8 95.6Student 7 2.8 2.8 98.4Retired 2 .8 .8 99.2

Agriculture 1 .4 .4 99.6Professional 1 .4 .4 100.0

Total 250 100.0 100.0

TABLE: 3

37

CHART: 3

INFERNCE: As the Table depicts, a good majority of the respondent (45.2%) of consumers were Managers while Professionals and Agriculturalist were the least (0.4%) each.

StatisticsMONTHLY INCOME N Valid 245

Missing

5

MONTHLY INCOME

Frequency Percent Valid Percent Cumulative PercentValid below 5000 27 10.8 11.0 11.0

bet 5000-10000 132 52.8 53.9 64.9bet 10000-15000 62 24.8 25.3 90.2bet 15000-25000 11 4.4 4.5 94.7

above 25000 13 5.2 5.3 100.0Total 245 98.0 100.0

Missing System 5 2.0Total 250 100.0

TABLE: 4

38

CHART: 4

INFERNCE: As the Table depicts, a good majority of the respondent (53.9%) consumers monthly income is between (5000-10000), while monthly income between (15000-25000) is least (4.5%).

39

MOBILE USE

Frequency Percent Valid Percent Cumulative PercentValid YES 183 73.2 73.2 73.2

NO 67 26.8 26.8 100.0Total 250 100.0 100.0

TABLE: 5

40

CHART: 5

INFERNCE: From the above Table, it is inferred that majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.

LANDLINE USE

Frequency Percent Valid Percent Cumulative PercentValid YES 237 94.8 94.8 94.8

NO 13 5.2 5.2 100.0Total 250 100.0 100.0

TABLE: 6

41

CHART: 6

INFERENCE:

From the above Table, it is inferred that majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.

ANALYSIS OF BRAND PREFERENCE

MOBILE SERVICE

Frequency Percent Valid Percent Cumulative PercentValid No mobile 67 26.8 26.8 26.8

BSNL 78 31.2 31.2 58.0

42

Tataindicom 1 .4 .4 58.4Reliance 26 10.4 10.4 68.8

Airtel 25 10.0 10.0 78.8Aircel 37 14.8 14.8 93.6

BPL/Hutch 16 6.4 6.4 100.0Total 250 100.0 100.0

TABLE: 7

CHART: 7

INFERNCE: As the Table depicts, a good majority of people (31.2%) are using BSNL, while

Tataindicom are the least (0.4%) by considering 250 samples.

LANDLINE SERVICE

Frequency Percent Valid Percent Cumulative PercentValid No Landline 13 5.2 5.2 5.2

BSNL 221 88.4 88.4 93.6Tataindicom 8 3.2 3.2 96.8

Airtel 8 3.2 3.2 100.0Total 250 100.0 100.0

43

TABLE: 8

CHART: 8

INFERNCE: As the Table depicts, a good majority of people (88.4%) are using BSNL, while Tataindicom and Airtel are the least (3.2%) each.

FAMILIAR

Frequency Percent Valid Percent Cumulative Percent

Valid Very familiar 128 51.2 51.2 51.2Some what familiar 120 48.0 48.0 99.2

Familiar but never used it 2 .8 .8 100.0Total 250 100.0 100.0

44

TABLE: 9

CHART: 9

INFERNCE: As the Table depicts, a good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but never used.

COMPARING WITH OTHER SERVICES


Valid Much better 58 23.2 23.2 23.2Some what better 99 39.6 39.6 62.8

About the same 65 26.0 26.0 88.8Some what worse 27 10.8 10.8 99.6

45

Don’t know/Never used 1 .4 .4 100.0Total 250 100.0 100.0

TABLE: 10

CHART: 10

INFERENCE: As the Table depicts, majority of respondents (39.6%) opined BSNL is “Some What Better” when compared to other services, while the least number of respondents (0.4%) opined “Don’t know/Never used”.

AGE * MOBILE SERVICE Cross tabulation

MOBILE SERVICE

Total

No mobile BSNL Tataindicom Reliance Airtel Aircel BPL/Hutch

AGE bet 20-30

Count 10 18 1 1 11 8 2 51

46

% within AGE

19.6% 35.3%

2.0% 2.0% 21.6%

15.7% 3.9% 100.0%

bet 31-35

Count 30 26 12 8 20 4 100

% within AGE

30.0% 26.0%

12.0% 8.0% 20.0% 4.0% 100.0%

bet 36-40

Count 11 14 6 3 5 7 46

% within AGE

23.9% 30.4%

13.0% 6.5% 10.9% 15.2%

100.0%

bet 41-50

Count 8 12 6 1 3 3 33

% within AGE

24.2% 36.4%

18.2% 3.0% 9.1% 9.1% 100.0%

above 50

Count 8 8 1 2 1 20

% within AGE

40.0% 40.0%

5.0% 10.0%

5.0% 100.0%

Total Count 67 78 1 26 25 37 16 250%

within

AGE

26.8% 31.2%

.4% 10.4% 10.0%

14.8% 6.4% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Age of the Customers and Mobile Service using by the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Age of the Customers and Mobile Service using by the Customers.

47

Chi-Square Tests

Value df Asymp. Sig. (2-sided)Pearson Chi-Square 37.625 24 .038

Likelihood Ratio 37.654 24 .038N of Valid Cases 250

a.17 cells (48.6%) have expected count less than 5. The minimum expectedcount is .08.

TABLE: 11

INFERNCE: From the above Table, calculated value is (37.63) higher than the critical value (36.42) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Age of the Customers and Mobile Service using by the Customers.

48

CHART: 11

LOCATION * LANDLINE SERVICE Cross tabulation

LANDLINE SERVICE

Total

No Landline BSNL Tataindicom

Airtel

LOCATION COIMBATORE

Count 7 127 6 5 145

49

% within LOCATION

4.8% 87.6% 4.1% 3.4% 100.0%

POLLACHI

Count 4 52 1 57

% within LOCATION

7.0% 91.2% 1.8% 100.0%

TIRUPUR

Count 2 42 1 3 48

% within LOCATION

4.2% 87.5% 2.1% 6.3% 100.0%

Total Count 13 221 8 8 250% within

LOCATION5.2% 88.4% 3.2% 3.2% 100.0%

TABLE: 12

CHART: 12

INFERENCE: From the above table, it explains about the BSNL Land line users in each location.

50

LOCATION * MIGRATION Cross tabulation

MIGRATION Total

Certain

High chan

ce

Not sure

Low chanc

e

Never

LOCATION COIMBATORE Count 4 3 24 40 74 145

% within LOCATION

2.8% 2.1% 16.6% 27.6% 51.0% 100.0%

POLLACHI Count 7 2 18 15 15 57

% within LOCATION

12.3% 3.5% 31.6% 26.3% 26.3% 100.0%

TIRUPUR Count 5 3 15 10 15 48

% within LOCATION

10.4% 6.3% 31.3% 20.8% 31.3% 100.0%

Total Count 16 8 57 65 104 250

% within LOCATION

6.4% 3.2% 22.8% 26.0% 41.6% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Migration of the Customers.

51

Alternative Hypothesis [H1]: There is a significant relationship between the Location of the Customers and Migration of the Customers.

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 23.374(a) 8 .003Likelihood Ratio 23.442 8 .003N of Valid Cases 250a. 5 cells (33.3%) have expected count less than 5. The minimum expected count is 1.54.

TABLE: 13

INFERENCE: From the above Table, calculated value is (23.37) higher than the critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Migration of Customers.

52

CHART: 13

LOCATION * NETWORK Cross tabulation

NETWORK Total

53

Very satisfie

d

Quite satisfie

d

Neutral

Quite dissatisfied

Very dissatisfied


% within LOCATION

63.4% 22.8% 7.6% 2.1% 4.1% 100.0%


% within LOCATION

24.6% 45.6% 15.8% 8.8% 5.3% 100.0%


% within LOCATION

18.8% 39.6% 20.8% 14.6% 6.3% 100.0%

Total Count 115 78 30 15 12 250

% within LOCATION

46.0% 31.2% 12.0% 6.0% 4.8% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Satisfaction of BSNL Network using by the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network using by the Customers.

Chi-Square Tests



TABLE: 14

INFERENCE: From the above Table, calculated value is (48.11) higher than the critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network using by the Customers.

54

CHART: 14

LOCATION * CUSTOMER CARE Cross tabulation

CUSTOMER CARE Total

55

Very satisfie

d

Quite satisfie

d

Neutral

Quite dissatisfied

Very dissatisfied


% within LOCATION

35.9% 31.7% 11.0% 6.9% 14.5% 100.0%


% within LOCATION

19.3% 38.6% 17.5% 15.8% 8.8% 100.0%


% within LOCATION

14.6% 18.8% 35.4% 18.8% 12.5% 100.0%

Total Count 70 77 43 28 32 250

% within LOCATION

28.0% 30.8% 17.2% 11.2% 12.8% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Satisfaction level of BSNL Customer care.

Alternative Hypothesis [H1]: There is a significant relationship between the Location of the Customers and Satisfaction level of BSNL Customer care.

Chi-Square Tests


Pearson Chi-Square 30.685(a) 8 .000Likelihood Ratio 29.763 8 .000N of Valid Cases 250a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.38.

TABLE: 15

INFERENCE: From the above Table, calculated value is (30.69) higher than the critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Satisfaction level of BSNL Customer care.

56

CHART: 15

COST * MIGRATION Cross tabulation

MIGRATION Total

57

Certain

High chan

ce

Not sure

Low chanc

e

Never

COST Very satisfied Count 1 1 5 8 56 71

% within COST

1.4% 1.4% 7.0% 11.3% 78.9% 100.0%

Quite satisfied Count 1 4 21 38 29 93

% within COST

1.1% 4.3% 22.6% 40.9% 31.2% 100.0%

Neutral Count 3 2 16 11 6 38

% within COST

7.9% 5.3% 42.1% 28.9% 15.8% 100.0%

Quite dissatisfied

Count 6 1 12 7 10 36

% within COST

16.7% 2.8% 33.3% 19.4% 27.8% 100.0%

Very dissatisfied

Count 5 3 1 3 12

% within COST

41.7% 25.0% 8.3% 25.0% 100.0%

Total Count 16 8 57 65 104 250

% within COST

6.4% 3.2% 22.8% 26.0% 41.6% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers.

Chi-Square Tests


Pearson Chi-Square 104.622(a) 16 .000Likelihood Ratio 93.631 16 .000N of Valid Cases 250

a. 12 cells (48.0%) have expected count less than 5. The minimum expected count is .38.

TABLE: 16

INFERENCE: From the above Table, calculated value is (104.62) higher than the critical value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers.

58

CHART: 16

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation

MIGRATION Total

59

Certain

High chan

ce

Not sure

Low chanc

e

Never

QUALITY OF CUSTOMER SERVICE

Excellent Count 1 2 21 24

% within QUALITY OF CUSTOMER SERVICE

4.2% 8.3% 87.5% 100.0%

Good Count 3 2 9 19 33 66


4.5% 3.0% 13.6% 28.8% 50.0% 100.0%

Average Count 4 2 24 19 27 76


5.3% 2.6% 31.6% 25.0% 35.5% 100.0%

Poor Count 1 1 8 15 10 35


2.9% 2.9% 22.9% 42.9% 28.6% 100.0%

Very poor Count 8 3 15 10 13 49


16.3% 6.1% 30.6% 20.4% 26.5% 100.0%

Total Count 16 8 57 65 104 250


6.4% 3.2% 22.8% 26.0% 41.6% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Quality of Customer service and Migration of the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Quality of Customer service and Migration of the Customers.

Chi-Square Tests


Pearson Chi-Square 47.985(a) 16 .000Likelihood Ratio 47.897 16 .000

60

N of Valid Cases 250a. 10 cells (40.0%) have expected count less than 5. The minimum expected count is

.77.TABLE: 17

INFERNCE: From the above table, calculated value is (47.99) higher than the critical value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Quality of Customer service and Migration of the Customers.

CHART: 17

LOCATION * COMPARING WITH OTHER SERVICES Cross tabulation

61

COMPARING WITH OTHER SERVICES Total

Much better

Some what better

About the

same

Some what

worse

Dont know/Neve

r used

LOCATION COIMBATORE Count 48 59 30 8 145

% within LOCATION

33.1% 40.7% 20.7% 5.5% 100.0%


% within LOCATION

8.8% 40.4% 28.1% 21.1% 1.8% 100.0%

TIRUPUR Count 5 17 19 7 48

% within LOCATION

10.4% 35.4% 39.6% 14.6% 100.0%

Total Count 58 99 65 27 1 250

% within LOCATION

23.2% 39.6% 26.0% 10.8% .4% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Satisfaction level of BSNL compared with other Services.

Alternative Hypothesis [H1]: There is a significant relationship between the Location of the Customers and Satisfaction level of BSNL compared with other Services.

Chi-Square Tests


Pearson Chi-Square 33.279(a) 8 .000Likelihood Ratio 33.814 8 .000N of Valid Cases 250a. 3 cells (20.0%) have expected count less than 5. The minimum expected count is .19.

TABLE: 18

INFERENCE: From the above table, calculated value is (33.28) higher than the critical

62

value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Satisfaction level of BSNL compared with other Services.

CHART: 18

LOCATION * TARIFF Cross tabulation

63

TARIFF Total

Very satisfie

d

Quite satisfie

d

Neutral

Quite dissatisfied

Very dissatisfied


% within LOCATION

49.0% 37.2% 9.7% 2.1% 2.1% 100.0%


% within LOCATION

26.3% 42.1% 17.5% 7.0% 7.0% 100.0%

TIRUPUR Count 8 17 16 7 48

% within LOCATION

16.7% 35.4% 33.3% 14.6% 100.0%

Total Count 94 95 40 14 7 250

% within LOCATION

37.6% 38.0% 16.0% 5.6% 2.8% 100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.

Alternative Hypothesis [H1]: There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.

Chi-Square Tests



TABLE: 19

INFERENCE:

64

From the above table, calculated value is (41.20) higher than the critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.

CHART: 19

ANALYSIS OF BRAND ATTRIBUTES

65

TARIFF


Valid Very satisfied 94 37.6 37.6 37.6Quite satisfied 95 38.0 38.0 75.6

Neutral 40 16.0 16.0 91.6Quite dissatisfied 14 5.6 5.6 97.2Very dissatisfied 7 2.8 2.8 100.0

Total 250 100.0 100.0

TABLE: 20

CHART: 20

INFERNCE: From the above Table, it was inferred that majority of the respondents (38%) were “Quite Satisfied” with a special regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents were “Very Dissatisfied” with respect to the BSNL Tariff Plan.

NETWORK


66

Valid Very satisfied 115 46.0 46.0 46.0Quite satisfied 78 31.2 31.2 77.2

Neutral 30 12.0 12.0 89.2Quite dissatisfied 15 6.0 6.0 95.2Very dissatisfied 12 4.8 4.8 100.0

Total 250 100.0 100.0

TABLE: 21

CHART: 21

INFERNCE: As the Table depicts, a good majority of respondents (46%) were “Very Satisfied” with the Network of BSNL, while the least (4.8%) were “Very Dissatisfied” with the Network of BSNL.

COST


Valid Very satisfied 71 28.4 28.4 28.4

67

Quite satisfied 93 37.2 37.2 65.6Neutral 38 15.2 15.2 80.8

Quite dissatisfied 36 14.4 14.4 95.2Very dissatisfied 12 4.8 4.8 100.0

Total 250 100.0 100.0

TABLE: 22

CHART: 22

INFERENCE: As the Table depicts, majority of respondents (37.2%) were “Quite Satisfied” with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (4.8%) were “Very Dissatisfied” with the Satisfaction level of Cost of BSNL.

CUSTOMER CARE

Frequency Percent

Valid Percent Cumulative Percent


68



Total 250 100.0 100.0

TABLE: 23

CHART: 23

INFERENCE: From the above Table, it was inferred that majority of respondents (30.8%) were “Quite Satisfied” with the Customer care of BSNL, while the least number of respondents (11.2%) were “Quite Dissatisfied” with BSNL Customer care.

ADDTIONAL PACKAGE



69



Total 250 100.0 100.0

TABLE: 24

CHART: 24

INFERENCE: From the above Table, it was inferred that majority of respondents (38%) opined “Neutral” with the BSNL’s Additional Packages, while the least number of respondents (4.4%) opined “Very Dissatisfied” with the Additional Packages of BSNL.

QUALITY OF CUSTOMER SERVICE


Valid Excellent 24 9.6 9.6 9.6

70

Good 66 26.4 26.4 36.0Average 76 30.4 30.4 66.4

Poor 35 14.0 14.0 80.4Very poor 49 19.6 19.6 100.0

Total 250 100.0 100.0

TABLE: 25

CHART: 25

INFERENCE: As the Table depicts, the majority of respondents (30.4%) were opined “Average” with special reference to the Quality of Customer Service, while the least number of respondents (9.6%) were opined “Excellent” with respect to the Quality of Customer Service.

MIGRATION


71

Valid Certain 16 6.4 6.4 6.4High chance 8 3.2 3.2 9.6

Not sure 57 22.8 22.8 32.4Low chance 65 26.0 26.0 58.4

Never 104 41.6 41.6 100.0Total 250 100.0 100.0

TABLE: 26

CHART: 26

INFERENCE: As the Table depicts, a good majority of respondents (41.6%) were opined “Never” with special respect to the chance of Migration from BSNL, while the least number of respondents (3.2%) were opined “High Chance” with reference to the chance of Migration from BSNL.

72

5.0FINDINGS AND SUGGESTIONS

FINDINGS :

73

A good majority of the respondents (73.2%) were using Mobile phones while

(26.8%) were not using Mobile phones.

A good majority of the respondents (94.8%) were using Landline telephone while

(5.2%) were not using Landline telephone.

A good majority of people (31.2%) are using BSNL, while Tataindicom are the

least (0.4%) by considering 250 samples, with respect to Mobile.

A good majority of people (88.4%) are using BSNL, while Tataindicom and

Airtel are the least (3.2%) each, with respect to Landline.

A good majority of people (51.2%) are familiar with BSNL, while (0.8%) of

people are familiar but have never used.

A good majority of respondents (39.6%) opined that BSNL is “Some What

Better” when compared to other services, while the least number of respondents

(0.4%) opined “Don’t know/Never used”.

There is a significant relationship between the Age of the Customers and Mobile

Service used by the Customers.

There is a significant relationship between the Location of the Customers and

Migration of Customers.

There is a significant relationship between the Location of the Customers and Satisfaction of

BSNL Network used by the Customers.

There is a significant relationship between the Location of the Customers and

Satisfaction of BSNL Network used by the Customers.

74

There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of

Customers.

There is a significant relationship between the Quality of Customer service and Migration of the

Customers.

There is a significant relationship between the Location of the Customers and Satisfaction level of

BSNL compared with other Services.

There is a significant relationship between the Location of the Customers and Satisfaction of

BSNL Tariff Plan.

A good majority of the respondents (38%) were “Quite Satisfied” with special

regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents

were “Very Dissatisfied” with respect to the BSNL Tariff Plan.

A good majority of respondents (46%) were “Very Satisfied” with the Network of

BSNL, while the least (4.8%) were “Very Dissatisfied” with the Network of

BSNL.

A majority of respondents (37.2%) were “Quite Satisfied” with special regards to

the Satisfaction level of Cost of BSNL, while the least number of respondents

(4.8%) were “Very Dissatisfied” with the Satisfaction level of Cost of BSNL.

A majority of respondents (38%) opined “Neutral” with the BSNL’s Additional

Packages, while the least number of respondents (4.4%) opined “Very

Dissatisfied” with the Additional Packages of BSNL.

The majority of respondents (30.4%) opined “Average” with special reference to

the Quality of Customer Service, while the least number of respondents (9.6%)

opined “Excellent” with respect to the Quality of Customer Service.

75

A good majority of respondents (41.6%) opined “Never” with special respect to

the chance of Migration from BSNL, while the least number of respondents

(3.2%) opined “High Chance” with reference to the chance of Migration from

BSNL.

Customers were felt that monthly rental was too high hence the reason that most

of them were surrendering.

Recharge card rates are very high so make some arrangements to make recharge

cards available at cheaper rates.

Some customers felt that when landline phone gets out of order, it is not checked

or corrected for even 1month, hence there was heavy business loss.

In the evening, lines are not getting connected since network problem was too

high.

When phone went out of order, the respondents were still charged for calls.

Customers are very much dissatisfied with Linemen, because of irresponsibility.

(Collecting amount from customers).

Regarding Cell one respondents complained, Network is always busy with other

mobile services.

During the rainy season noise in the instrument is a problem.

Respondents felt that there was no personalized service to customers.

76

Due to non-availability of CUG connections to all, most of the customers

surrendered BSNL and migrated to Airtel.

Customers perceived that the bills are always inflated.

Due to excessive rules and regulations for operating 1rupee coin telephones

customers are not willing to buy and they are preferring Airtel and Reliance.

Even after Surrendered the phone before 6months deposit amount was not yet

received but receiving bill.

Customers are expecting more number of free calls.

In Pollachi network is not proper inside the house so Customers were very much

dissatisfied.

With regards to mobile services options are limited hence customers were

switching over to other service providers.

The extensive time lag between submission of application and receiving of a

telephone connection had made some respondents switch over to other service

providers.

Due to the maturity and easy availability of Mobile service most of the customers

were surrendered their landline connection.

Due to limited number of linemen, faults were not immediately attended to, hence

customers were very much dissatisfied.

Customers were preferring to replace their old instrument.

77

It was brought to notice of the researcher that prepaid SIM cards took up to 10

days for activation.

There is not much awareness among the Customer’s regarding the facilities which

are provided by BSNL, so effective media campaign is a must to enhance the

awareness level.

Most of the people were not satisfied with the BSNL Customer Service for both

Mobile and Landline.

The respondents felt that the number of payment service counters was inadequate,

hence more payment counters should be made available.

Students are not much interested in BSNL Cell one because of non-availability of

SMS facilities.

The respondents felt that The BSNL cell ones starter pack and recharge cards are

in perennial short supply.

The respondents experienced network problems when they used roaming to cities.

The respondents suggested that simple value added such as display of last call rate

and balance amount should be made available by BSNL.

Even though customers were dissatisfied with BSNL due to Loyalty they are still

using BSNL service (For only Incoming).

78

One of the major irritations, as told by the respondents was that the

communication instruments provided by BSNL were of poor quality and hence

they had to face frequent problems with the instruments.

79

SUGGESTIONS:

From the research study, it has been found out that the Customers are very

particular about the Quality of the Telecom services and hence they want BSNL

to increase the Quality of BSNL services by providing the Customers an attractive

instrument with new wiring connections.

Customers were unaware about the new schemes provided by BSNL, so effective

media campaign is a must to enhance the awareness level.

Recharge coupons were available only at higher rates when compared with other

brands, so BSNL may take some steps to provide recharge coupons at lower rates

with various denominations.

BSNL may also introduce some sales promotion such as cash discounts; Quality

discounts hence the promotional activities would further strengthen the market

share of the Company.

BSNL may reduce the monthly rentals and also the service tax.

BSNL may introduce free service of SMS regarding Cell one.

Caller Id’s should be provided immediately after the Customers requisition.

Customer care of BSNL should be improved a lot.

BSNL should take steps to curb the corrupt practices of the Linemen.

BSNL may introduce CUG connection like other services so that they may retain

their first position in the market.

80

6.0CONCLUSION

81

Conclusion:

BSNL being a public sector, in order to thrive and excel, have to understand about the Customers expectations.

They also have to understand about their competitors and their nuances in understanding their Customers.

Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services.

82

7.0BIBLIOGRAPHY

83

BIBLIOGRAPHY

PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLER - RAJAN SAXENA

MARKETING RESEARCH - DAVID A.AAKER - GEORGE S. DAY

RESEARCH METHODOLOGY - KOTHARI C.R.

WEBSITES:

1. www.bsnl.co.in2. www.yahoo.com3. www.google.com

84

8.0ANNEXURE

85

1. What is your Age?

a. Between 20-30. b. Between 31-35. c. Between 36-40. d. Between 41-50. e. Above 50.

2. Which of these best describes your job?

a. Managerialb. Professionalc. Clericald. Manual Workere. Studentf. Retired g. Agriculture

3. Under which category you belong to regarding your Monthly Income?

a. Below 5000. b. Between 5000-10000. c. Between 10000-15000. d. Between 15000-25000. e. Above 25000.

4. Are you using mobile services?

a. Yesb. No

5. And which of the following mobile services you are using currently?

a. BSNL. b. Tata Indicom. c. Reliance. d. Airtel.e. Aircel.f. BPL\Hutch.

g. Any other please mention

6. Which of the following Landline Services you are using currently?

a. BSNL. b. Tata Indicom. c. Reliance. d. Airtel. e. Any other please mention.

86

7. How familiar are you with BSNL Services?

a. Very familiar (use on regular basis).b. Some what familiar (use it only some times).c. Familiar but never used it.d. Never heard of service before.

8. How satisfied are you with the Tariff plan of BSNL?

a. Very satisfiedb. Quite satisfiedc. Neutrald. Quite dissatisfiede. Very dissatisfied

9. How satisfied are you with the network of BSNL?

a. Very satisfiedb. Quite satisfiedc. Neutrald. Quite dissatisfiede. Very dissatisfied

10. How satisfied are you with the cost of BSNL?

a. Very satisfied b. Quite satisfiedc. Neutrald. Quite dissatisfiede. Very dissatisfied

11. How satisfied are you with the customer care of BSNL?


12. How satisfied are you with the additional packages of BSNL?


87

13. In thinking about your most recent with others was the Quality of the BSNL Customer Service you received:

a. Excellent.b. Good.c. Average.d. Poor.e. Very poor.

14. Compared with others would you say that BSNL is

a. Much better.b. Some what better.c. About the same.d. Some what worse.e. Don’t know (or) Never used.

15. [a]. All things considered over the next 12 months how likely are you to replace your current Service

a. Certain.b. High chance.c. Not sure.d. Low chance.e. Never.

[b]. If you are looking to replace your current Service what are some of the reasons for doing so?

88