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SUMMER PROJECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS BSNL SERVICES

Submitted in partial fulfillment towards the award of the degree in the

of Master of Business Administration

SUBMITTED TO : MS. NEHA KATIYAR NIET ,GREATER NOIDA.

SUBMITTED BY : DEEP ARORA MBA II Year ROLL NO. : 1213370030

(BATCH:2012-2014)

Department of MBA

Noida Institude of Enginerring and Technology(NIET)

DECLERATION

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

OF ENGEERING AND TECHNOLOGY hereby declare that all the

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

study during my “CUSTOMER SATISFACTION LEVEL TOWARDS

BHARAT SANCHAR NIGAM LIMTED MORADABAD ,”

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

on my intensive findings. They are supportive to the actual figures of audited statements.

DEEP ARORA

Student of M.B.A. II year

NIET, GREATER NOIDA

ACKNOWLEDGEMENT

It take immense pleasure in completing this project and submitting the final project report.

It has been a pleasurable experience working with BSNL This Company has provided me

valuable knowledge and experience, which I took back with me.

I take this opportunity to thank all those people who made this experience a

memorable one and without the valuable help from those this work couldn’t have been turned

into a finished product.

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

ENGEERING & TECHNOLOGY. I would like to express my gratitude to Mr. Verma for

assigning me such a worthwhile topic “Consumer Satisfaction Level towards Services

Provided by BHARAT SANCHAR NIGAM LIMITED”. He had been a pillar of strength

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

conversation full of force, zest and attitude. He was always there whenever I needed him and

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

me. I also thank all the office employees at BSNL. for making the environment at work

extremely conducive and being very approachable.

I am also thankful to all the respondents whom I contacted. The information gathered

through them was very helpful for my project. I would like to express my deepest sense of

respect to Dr. O.P. Agarwal (NIET) who offered opportunity for management education in

NOIDA INSTITUTE OF ENGEERING & TECHNOLOGY .

DEEP ARORA

CONTENT

CHAPTER NO-- PAGE-NO

CHAPTER-I

INTRODUCTION OF THE TOPIC,

OBJECTIVE OF THE STUDY,

11-18

CHAPTER-II

COMPANY PROFILE, HISTORY, LOCATION

19-42

CHAPTER-IIIRESEARCH METHODOLOGY

43-57

CHAPTER-IV ANALYSIS & INTERPRETATION

58-59

CHAPTER-V

CONCLUSION FINDING,

SUGGESTION

60-64

BIBLIOGRAPHY 64-66

OBJECTIVE OF STUDY

it is said that an objective well defined is half done. Thus in order to make sure that the

proper survey ensures defining clear-cut objective and outline is a prerequisite.

Objective serves as torchlight in a project. It lays down a well-defined path between start and

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

research study that a scholar undergoes.

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

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

conducted

Project work is in the nature of a real life problem-solving exercise which is planned

and carried out by the learned himself. I had study the working of BSNL and come out

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

some suggestions to them.

As a project is a learning activity involving some practical problems and it is

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

methodology of project work is base upon the philosophy that functional knowledge and

skills result from active participation of the leaner in solving practical problem.

The main objectives behind preparing this report are as below:

To study the marketing strategies of the telecommunication companies.

To study the various products and their prices.

To study the various plans and schemes.

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

To analyze the satisfaction level of the customer.

To study the promotional strategies of telecommunication companies.

To analyze the market share of telecommunication companies.

To show the coverage area of telecommunication companies.

EXECUTIVE SUMMARY

Title:- Consumer Satisfaction Level towards Services Provided by BHARAT

SANCHAR NIGAM LIMITED

This project report is based on a leading company of our country named as BSNL. In this

project I tried to get the knowledge of “Consumer Satisfaction Level from the Services

Provided by BHARAT SANCHAR NIGAM LIMITED that whether the consumers are

satisfied with the services of BSNL or not. So I have done a survey and get feedback about

the topic.

Telecom industry is undergoing a revolutionary phase in India. It is witnessing cut-throat

competition. Telecom companies can grow and sustain in the market only if they are able to

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

and delighting customers. It is possible if they know customer’s expectation.

Customer’s expectations keep changing with the passage of time. Market research is always

required. These things influenced me to do research about customer’s expectation from

Telecommunication services. I did this project working with BSNL.

CHAPTER NO.1

OFFICES OF BSNL

BSNL Registered Office

Bharat Sanchar Bhavan

Harish Chandra Mathur Lane

Janpath,  New Delhi-110 001

BSNL Corporate Office

Bharat Sanchar BhavanHarish Chandra Mathur LaneJanpath,  New Delhi-110 001

INTRODUCTION

Today, BSNL is the No. 1 telecommunication company and the largest public sector

undertaking of India and its responsibilities includes improvement of the already impeccable

quality of telecom services, expansion of telecom services in all villages and instilling

confidence among its customers.

Apart from vast network expansions, especial emphasis has given for introducing

latest technologies and new services like I-NET, INTERNET, ISDN (INTEGRATED

SERVICES DIGITAL NETWORK), IN (INTELLIGENT NETWORK), GSM and WLL

(WIRELESS IN LOCAL LOOP) services etc. Now BSNL has also entered in mobile

communication. BSNL has all the new services send technological advantages, which are

available with any well, developed Telecom network anywhere else in the country.

Full credit for all above achievement goes to the officers and staff of the BSNL. The

administration is fully aware of the challenges lying ahead and quite committed to provide the

latest and best telecom services by their continued support and active co-operation.

          

   BSNL provides basic telephone services, fax services in addition to other digital

and internet services. All the exchanges are digital and nearly 1,01,824 telephones are

working in the state.

             For long distance communications connectivity on OPTICAL FIBRE

CABLE & MICROWAVE systems which enables easy access to connect rest of the

Country (STD) and World (ISD).  Most of the Telephone Exchanges in the states are

provided with STD and ISD facility. All the State Capitals cities are having the

facility of Internet and Intelligent network. Internet facility is also available in few

more places.

             BSNL has installed Village Public telephones (VPT) to provide

communication facility to the people living in interior parts of these states.  Efforts

are on to improve upon the Telecom facilities in all these states for an overall

development of the region.

n India, the telecommunications market has undergone a major transformation in the

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

breaking down of these monopolies, the telecom industry has witnessed significant

policy reforms. These reforms also led to the entry of private players in all kinds of

telecommunications services, such as cellular and wireless in local loop (WLL)

services, in addition to the basic telephony services.

 Reforms:

The telecom sector reforms were undertaken in three phases.The first phase

began in the 80s, when private manufacturing of customer premise equipment was

given a go-ahead in 1984. A proliferation of individual STD/ISD/PCO networks also

took place throughout the country, by way of private individual franchises.

Mahanagar Telephone Nigam (MTNL) was created out of the Department of

Telecommunications (DOT) to handle the sectors of Mumbai and Delhi respectively.

A high-powered telecom commission was set up in 1989. Later Videsh Sanchar

Nigam (VSNL) became the international service provider catering to telecom

services originating from India.

 The second phase of reforms commenced in 1991 with the announcement of a

new economic policy. The government delicensed the manufacture of telecom

equipment in 1991. It also opened up radio paging services in 1992.

 In 1994, basic telephony was opened to the private sector by granting

operating licenses to six companies

 Also part of the second phase was the introduction of the National Telecom

Policy in 1994. It emphasized Universal Service and Qualitative Improvement in

telecom services, among other objectives. An independent statutory regulatory was

established in 1997. Internet services were opened up in 1998.

 The third phase of reforms began with the announcement of the New Telecom

Policy in 1999. The theme of NTP was to usher in full competition through

unrestricted entry of private players in all service sectors. The policy favoured the

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

revenue sharing.

  The policy further outlined the strengthening of the regulator, opening up of

International Long Distance (ILD) and National Long Distance (NLD) services to the

private sector and corporatisation of telecom services. The year 2001 witnessed the

entry of private operators in offering basic telephony and NLD services.

 Outcome:

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

 Basic services were opened for unlimited competition; more licenses were issued to

the private sector for cellular services. There has also been a considerable increase in

the rate of Tele-density.

 The telecom sector has thus completely changed, both in terms of coverage,

and efficiency of services. Provision of landlines on demand, digital telephone

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

instances of the change that took place in the industry.

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, 48.11 Million GSM Capacity, more than

37382 fixed exchanges, 44966 BTS, 3140 Node B ( 3G 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 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, CellOne, has more than 49.09 million cellular customers, garnering 16.98

percent of all mobile users in its area of operation as its subscribers. 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 Data One

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).

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.

CHAPTER NO. 2

BHARAT SANCHAR NIGAM LTD.

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 $ 3600

million and net worth of $ 13.85 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 upto

2.5 gbps, DWDM system upto 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.

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.

VISION, MISSION, & OBJECTIVE

VISION

To become the largest telecom Service Provider in Asia

MISSION

To provide world class State-of-art technology telecom services to its customers on demand at competitive prices.   To Provide world class telecom infrastructure in its area of operation and to

contribute to the growth of the country's economy

OBJECTIVE

To be the Lead Telecom Services Provider. 

To provide quality and reliable fixed telecom service to our customer and there by increase customer's confidence. 

To provide mobile telephone service of high quality and become no. 1 GSM operator in its area of operation.

To provide point of interconnection to other service provider as per their requirement promptly.

To facilitate R & D activity in the country.

Contribute towards:

i. National Plan Target of 500 million subscriber base for India by 2010.

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

iii. Providing telephone connection in villages as per government policy.

BHARAT SANCHAR NIGAM LTD.

PRODUCT & SERVICES

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.

BPHONE – 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.

DATAONE – BROADBAND

BSNL launched DataOne 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 minimum speed offered to the customer 

is  256 Kbps at Rs. 500/- per month only. Subsequently, other services

such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast

application etc will be added.

To provide high speed Internet connectivity (upto 8 Mbps)

To provide Virtual Private Network (VPN) service to the broadband customers

To provide dial VPN service to MPLS VPN customers.

To provide multicast video services, video-on-demand, etc. through the

Broadband Remote Access Server (BRAS).

To provide a means to bill for the aforesaid services by either time-based or

volume-based billing. It shall provide the customer with the option to select

the services through web server

To provide both pre-paid and post paid broadband services

SANCHARNET – INTERNET

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.

Internet Telephony service is also started under the brand name using this

you can make calls to a person in UK, USA, Canada and many more countries for as

cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-location

services at very cheap rates.  

Integrated Service Digital Network (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. 

I – NET

India’s x.25 based packet Switched Public Data Network is operational in104

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 Network (MLLN) offers flexibility of providing

circuits with speeds of nx64 kbps upto 2mbps, useful for Internet leased lines and

International Principle Leased Circuits (IPLCs).

CELLULAR MOBILE SERVICES

CELLONE – COUNTRYWIDE CELLULAR SERVICE/

EX-CEL – PRE-PAID CARD

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).

CELLONE

Cellone is the Post paid service of the BSNL. It offers you a host of value added

services and unmatched features not found in any other Cellular service

As a proud subscriber of CellOne service you will stay in touch with your nears

and dears any where in India because Cellone is the only Cellular service which is

available in all major cities and covers all major highways. CellOne gives you all

India roaming facility (including Delhi and Mumbai) and International roaming

facility to more than 300 networks across the world.

You can choose CellOne service from three convenient plans:

Plan-225

Plan-325

Plan-525

RTP

EXCEL – Pre-Paid service of Cellone

Excel is the Pre paid service of the CellOne Cellular Service of BSNL. It

offers you a host of value added services and unmatched features not found in any

other Cellular service. All India roaming facility is also available on Excel service.

Initial activation charges for Excel is only Rs. 200/- and free talk value of Rs.

50/- is given to all subscribers.

Excel Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs.

500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180

days respectively.

Moreover, on any later date if you want to convert your Excel pre-paid scheme

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

The unutilized balance amount in such cases will be carried forward as opening credit

in the post-paid scheme.(this conversion facility is subject to technical feasibility)

TARANG – 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.

Helping relieve congestion of connections in the normal cable/wire based network in

urban areas for the normal network.

Connecting the remote and scattered rural areas.

Limited mobility without any air-time charge

Tarang WLL-M  is a communication system that connects customers to the

The PSTN network using radio frequency signals instead of conventional copper

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

comes with superior voice quality and high speed data capabilities. CDMA is popular

with more than 100 million subscribers worldwide, and the number keeps on

increasing exponentially. 

Terminal Types:   

(a) Fixed Wireless Terminal (FWT)  ]

(b)   Hand Held Terminal.  

Service using FWT  

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

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

wire connection as in conventional telephone.  

Service using Hand Held Terminal (WLL-M service)

In this case, subscriber can carry a small handset of CDMA technology. There

is no antenna or    any other equipment at subscribers premises.

SOCIAL COMMITMENT

BSNL is committed to provide quality Telecom Services at affordable price to the citizens of the remotest part of the Country. BSNL is making all effort to ensure that the main objectives of the new Telecom Policy 1999 (salient points indicated below) are achieved:

Access to telecommunications is of utmost importance for achievement of the country's social and economic goals. Availability of affordable and effective communications for the citizens is at the core of the vision and goal of the new Telecom policy 1999.

Strive to provide a balance between the provision of universal service to all uncovered areas, including the rural areas, and the provision of high-level services capable of meeting the need Encourage development of telecommunication facilities in remote, hilly and tribal.

Marketing Objective Of BSNL

 The ultimate objective of any marketing activity is to satisfy the customers and today

even a step ahead i.e. ‘delighting’ the customers, for which customers are offered

something beyond their expectations from the service or the product. The objective

being to acquire and retain the customers, who should continually feel that they are

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

 Marketing is the establishment, development, maintenance and optimization of long-

term mutually valuable relationships between consumers and organisation.

Successful Marketing focuses on understanding the needs and desires of the

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

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

processes. At its most basic, Marketing involves customers, organisations and

relationships and the combination creates the need for the management.

Marketing is about creating a competitive advantage by being the best at

understanding, communicating, and delivering and developing existing customer

relationships in addition to creating and keeping new customers. The concept of the

product life cycle is giving way to customer life cycle, focusing on developing

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

that extend the existing customer relationship beyond the mere transaction. The

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

organisation rather than the endurance of a particular product. Customers have

changing needs as their life styles alter- the development and provision of products

and/or services that continuously seek to satisfy those needs is good Marketing. The

Marketing will focus greater attention on how to deliver customer satisfaction and

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

lines. A good Marketing Strategy will take the business vision and apply it to the

customer base.

  

According to the Dictionary of Marketing Terms, 2nd edition, published by the

American Marketing Association, c1995,

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

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

satisfy individual and organizational objectives.”

Once marketing is understood, we can define marketing management process as

analyzing marketing opportunities, researching and selecting target markets,

designing marketing strategies, planning marketing programs, and organizing,

implementing, and controlling the marketing efforts.

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

offer and a medium/process to exchange the offer.

 

Marketing Process.

We often talk of marketing & Sales and often use it interchangeably without

understanding the difference in it. Marketing is everything we do to get and leverage

a client relationship.

Marketing process is broad and includes all of the following: -

Discovering what product, service or idea customers want.

Producing a product with the appropriate features and quality.

Pricing the product correctly.

Promoting the product; spreading the word about why customers should buy

it.

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

 

Selling is one activity of the entire marketing process. Selling is the act of persuading

or influencing a customer to buy (actually exchange something of value for) a

product or service.

 Marketing activities support sales efforts. 

  Contrasting the Sales Concept with the Marketing Concept:-      

We Sell Confidence.

The concepts surrounding both selling and marketing also differ. There is a need for

both selling and marketing approaches in different situations. One approach is not

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

In a marketing approach, more listening to and eventual accommodation of the target

market occurs. Two-way communication (sometimes between a salesperson and a

customer) is emphasized in marketing so learning can take place and product

offerings can be improved.

 

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

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

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

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

the customer's ideal product would be because the salesperson has little say in seeing

that their company's product is modified. Furthermore, they aren't rewarded for

spending time listening to the customer's desires unless they have a product to match

their desires that will result in a sale. 

7Ps for service marketing (Product, price, place, promotion, physical evidence,

people & process) are the means to attain, nurture, & retain the customers and not the

Mission & Vision.

Here is a test to find whether

your mission on earth is finished:

If you are alive, it isn’t.

-         Richard Bach.

 Most of the big companies have a Vision & Mission statement so as to guide their all

energy, efforts to realize it. BSNL also has a vision ‘To become the largest Telecom

Service provider in South East Asia’.  Firstly we need to understand the parameter for

being the largest. Is it revenue, ARPU, profit, subscribers, Network (no of exchanges,

BTS etc)? From monopoly to multi operator scenario, BSNL’s market share is bound

to reduce. But how much down we will let it? There are lot of similarities between

British Telecom & us. One must keep watch on market share in monthly growth and

take timely action. To improve our share, we need to acquire more than 50% of new

acquisitions while maintaining earlier. This is quite challenging in this dynamic

environment. Today landline base is reducing across globe, but why? Europe defines

an operator with 25% or more market share as Significant market Power (SMP),

while they intend to increase it to 40%. BSNL has been the largest operator and we

must strive not only to maintain but enhance it. We need to act fast. Timely action is

an essence.

 What should be our marketing Vision, will it help us in inspiring to achieve higher.

Can it be something such as “To retain the highest market share, build highest brand

equity and maximizing the profits?”

Social Responsibility.

BSNL is the most trusted telecom brand in year 2003 & 2004. We have been

given Golden Peacock award for Best Corporate Social responsibility. How can we

leverage these distinctions? These achievements need to be highlighted through

public relation exercise like press meet. This will help us in building our marketing

image. In sales and distribution front though we have over one-lakh retailers, 1000

franchisees, 3300 CSCs, 36000 exchanges why are we not visible like others? Why

can’t we utilize all possible space? Can’t we leverage our franchisee and STD-PCO

strengths? Can we make these outlets as our core strength? Why our recharge

coupons, India Telephone Cards are in shortage when there is no capacity constraint?

Does it imply that our planning for printing, inventory management, logistics, and

supply chain and of course franchisee management is inefficient? Do we have targets

for these just like DELs & CellOne? Why can’t we leverage this huge network for

better customer care and improve collection efficiency? We must realize that with

waiver of security deposits, no OYT schemes, no advance rentals, adjustment of

landline security for CellOne, we don’t get fixed deposits to meet our funds

requirements. Everything has to be met from Operating revenues. We need to

improve collections, realize bills early, not on the last day of payment and reduce bad

debts. We need to provide 24X7 culture in our organization, though we have been

providing operation and maintenance on 24X7 basis in the past and we will continue

to provide in future too, but what about provisioning customer care and marketing on

24X7 basis?

Summary

Vision is set in the Boardroom but realized in the battlefield. Each and every

employee has to continuously lead this battle to be victorious. The corporate office is

always willing to provide all resources. Together we can realize our vision.

 

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

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

CHAPTER NO.3

RESEARCH METHODOLOGY

“Research Methodology is a way to solve the research problem systematically.

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

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

the logic behind these methods.

There are several methods, which can be chosen for research study for

collecting of data. The various types of methods are given below:

INTERVIEW METHOD

QUESTIONAIRES METHOD

SCHEDULE METHOD

OBSERVATION METHOD

A RESEARCH DESIGN

“Research Design is the plan, structure & survey of investigation conceived so as

to obtain answer to research questions & to control variance.

There are several ways of studying & taking a problem. There is no single

perfect design. Different types of research design have emerged an account of

different perspective from which a research study can be viewed.

DATA COLLECTION METHOD

The task of data collection begins after a research for problem is defined &

research design/plan chalked out. While deciding about researcher should keep in

mind two types or data viz: primary & secondary.

The primary data can be collected by two methods

SURVEY METHOD

OBSERVATION METHOD

The main accentuated method is survey i.e. information from people by personal

interviews. The main tool of this is questionnaire

ANALYSIS AND INTERPRETATION

In this wide section, the gathered data from various sources is analyzed,

evaluated & interpreted by the help of laconic diagram’s tables, list etc.

QUESTIONNIARE

The Questionnaire has design question are of both open ended and closed ended

SAMPLE SIZE

The research was exhaustive (covering all aspect fully) in nature and 100

people are covered in this research.

ANALYSIS & INTERPRETATION

Q-1 Are you using any kind of telecommunication services?

Options Percentage

Yes 90%

No 10%

INTERPRETATION:-

As the graph shows that 90% respondents are using telecommunication

services, 10% respondents are not using any kind of telecommunication

services.

Q-2. If yes, your connection belongs to which telecommunication network?

Options Percentage

BSNL 40%

Others 60%

INTERPRETATION:-

As the graph shows that 40% respondents have any telecommunication

services of BSNL, 60% respondents have the services of others companies.

Q-.3 If you are a BSNL user then in which form you have cellular services?

Options Percentage

Pre-Paid 55%

Post-Paid 45%

INTERPRETATION:-

As the graph shows that 55% respondents have pre-paid mobile services and

45% respondents have post-paid mobile services.

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

Options Percentage

Yes 50%

No 50%

INTERPRETATION:-

As the graph shows that 50% respondents are satisfied by the prepaid services

and 50% respondents are not satisfied in the case of BSNL.

Q-5. Are you satisfied by the post-paid services provides by BSNL?

Options Percentage

BSNL

Yes 55%

No 45%

INTERPRETATION:-

As the graph shows that 55% respondents are satisfied by the Post-paid

services and 45% respondents are not satisfied in the case of BSNL.

Q-6 Are you satisfied with the billing system of the post-paid services provided by

BSNL?

Options Percentage

BSNL

Yes 40%

No 60%

INTERPRETATION:-

As the graph shows that 40% respondents are satisfied by the billing system of

Post-paid services and 60% respondents are not satisfied in the case of BSNL.

Q-7. Which type of the roaming facility do you prefer (prepaid and postpaid both of

all telecommunication companies)?

Options Percentage

National 90%

International 10%

INTERPRETATION:-

As the graph shows that 90% respondents prefer National Roaming facility

and 10% respondents prefer International Roaming facility.

Q-8. Are you satisfied by the roaming facility provided by BSNL ?

Options Percentage

Yes 70%

No 30%

INTERPRETATION:-

As the graph shows that 70% respondents are satisfied roaming facility and

30% respondents are not satisfied by the roaming facility provided by the companies.

Q-9. Are you satisfied by the promotional scheme provided by these companies?

Options Percentage

Yes 60%

No 40%

INTERPRETATION:-

As the graph shows that 60% respondents are satisfied by the promotional scheme

provided by the company and 40% respondents are not satisfied.

Q-10. Are you satisfied by the coverage area of Telecom Companies?

Options Percentage

Yes 40%

No 60%

INTERPRETATION:-

As the graph shows that 40% respondents are satisfied by the coverage area of

the company and 60% respondents are not satisfied by the coverage area.

CONCLUSION

In this project I had tried to analyze the various aspects of marketing

strategies of telecommunication system.

I had taken three major telecommunication companies BSNL in Public

Sector companies for study its marketing strategies.

The conclusion of this report is: 90% respondents are using

telecommunication services and 10% respondents are not using any kind

of telecommunication services. 40% respondents have any

telecommunication services of BSNL and 60% respondents have the

services of Others companies.

55% respondents have pre-paid mobile services and 45% respondents

have post-paid mobile services.

90% respondents prefer National Roaming facility and 10%

respondents prefer International Roaming facility.

70% respondents are satisfied with roaming facility and 30% respondents

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

60% respondents are satisfied by the promotional scheme provided by the

company and 40% respondents are not satisfied.

40% respondents are satisfied by the coverage area of the company and

60% respondents are not satisfied by the coverage area.

SUGGESTIONS

BSNL should give consideration towards the customer satisfaction.

BSNL should focus towards the coverage area of its network.

BSNL should improve its billing system for post paid services.

BSNL should give consideration towards its post paid connections so that it can increase the post paid consumers.

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QUESTIONNAIRE

Q-1 Are you using any kind of telecommunication services?

Yes No

Q-2 which company your telecommunication belong?

BSNL Other

Q-3. If you are a BSNL user then in which form you have cellular services?

Prepaid Postpaid

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

Yes No

Q-5. Are you satisfied by the post-paid services provides by BSNL?

Yes No

Q-6. Are you satisfied with the billing system of the post-paid services provided by

BSNL?

Yes No

Q-7. Which type of the roaming facility do you prefer?

National International

Q-8. Are you satisfied by the roaming facility provided by the companies?

Yes No

Q-9. Are you satisfied by the promotional scheme provided by the

Company?

Yes No

Q-10. Are you satisfied by the coverage area of BSNL?

Yes No

PERSONAL DETAILS

Name:………………………………………………………………………………

Occupation :………………………………………………………………………...

Gender ……………………………………………………………………...

Age ………………….

Marital status: …………………………………………………………………….

E mail ……………………………………………………………………………..

Mobile no …………………………………………………………………………..

BIBILIOGRAPHY

Bsnl.co.in

Google.com

Business Magazines

Research Methodology (C.R.Kothari)