a study on customer satisfaction for b
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A STUDY ON CUSTOMER SATISFACTION
FOR B.S.N.L LANDLINE AND MOBILE
SERVICES
A report submitted to DCRUST , MURTHAL
Submitted to: Submitted by:
DUCRST, MURTHAL NAME: ASHISH KUMAR
ROLL NO: 9092903
DEPT: MBA(ITM)
GUIDER NAME: Dr. Deepak Verma
ACKNOWLEDGEMENT
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Concentration, dedication and application are necessary but not
sufficient to achieve any goal. Therefore, it is our pleasant duty to offer our
service of acknowledgement to those honourable personalities of the
department who helped me to follow the path to success for the completion
of this project. It was indeed an opportunity for me to be a part of BHARAT
SANCHARNIGAM LTD, SONEPAT for my RESEARCH PROJECT
internship, as a partial fulfilment of two year degree course of Master of
Business Administration. It is a great pleasure to extent my heartful thanks
to Mr N.Narjinary (t.d.m), D.k.roy(s.d.e), Mr Nitish barman(marketting
officer) , Mr Arvind kumar(j.t.o) of B.S.N.L under whose guidance I have
completed my project.
ASHISH KUMAR
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DECLARETION
I hereby certify that the work which is being presented in the project
entitled, A study on customer satisfaction for BSNL LANDLINE and
MOBILE services in SONEPAT. in partial fulfilment of the requirements
for the award degree of M.B.A for DCRUST (MURTHAL), is an authentic
record of my own work. The matter presented in this Research Project
Report has not been submitted by me for the award of any other degree of
this or any other University.
DATE:
ASHISH
KUMAR
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Executive summery(1)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 todays
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 january2011 to march2011.
The researcher has done an internship project at BSNL, SONEPAT in
pursuance of determining the LANDLINE AND MOBILE SERVICE for
BSNL and then the customers feedback on the various SERVICE. The
samples of 100 respondents from among the universe of BSNL users at
SONEPAT,KUNDLI 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. Questionnaire was
designed after a pre-survey interview covering all the aspects of BSNLservices. 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
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other competitors status in the market thereby helping them in improve their
quality of Services offered.
Executive Summery (2).
OBJECTIVES:
1: Which telecom connection does the consumer uses.
2: Whether the consumer are satisfied with BSNL network.
3: Amount of BSNL internet user.
4: Customer awareness about BSNL various Landline & Mobile services.
5: Other facility BSNL should introduce or not.
LIMITATION:
1: We have collect only 200 samples due to shortage of time.
2: Survey is done only in SONEPAT district.
3: Some samples did not give response.
4: Some might have given wrong information.
5: Sample result may not resemble with population.
Conclusion:
1:Overall conclusion are 50% of respondent are BSNL customer out of 100sample.
2:41.66% of total respondent are satisfied with it.
3:66.66% of total respondent prefers BSNL P.C.O.
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4:75% of total respondent are BSNL net users.
5:54.16% are aware of various BSNL services.
6:70% of total respondent opt for more facilities in BSNL.
(INTRODUCTION)
Bharat Sanchar Nigam Limited (known as BSNL, India Communications
Corporation Limited) is a public sector telecommunication company in
India. Bharat SancharNigam Ltd. formed in October, 2000, is World's 7th
largest Telecommunications Company providing comprehensive range of
telecom services in India: Wire line, 3G, CDMA mobile, GSM Mobile,
Internet, Broadband, Carrier service IN Services etc. Within a span of five
years it has become one of the largest public sector unit inIndia. BSNL has
installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with
ICT applications in villages and wining customer's confidence. Today, it has
about 47.3 million line basic telephone capacity, 4 million WLL capacity,
20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS,
287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of
Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5
Lakhs villages. It is India's largest telecommunication company with 24%
market share as on March 31, 2011. Its headquarters are at Bharat Sanchar
Bhawan, Near post office, sonepat BSNL is India's oldest and largest
Communication Service Provider (CSP). Currently has a customer base of
73 million as of June 2008. It has footprints throughout India except for the
metropolitan cities of Mumbai and New Delhi which are managed by
MTNL. To look for details and to collect data for my project I worked in
B.S.N.L Office to gather full information about the system and working of
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whole region and found out the facts about various processes adopted by
reliance to pay its advisors and the time period taken for this study are 2
months.
PROFILE
COMPANY NAME: Bharat Sanchar Nigam Ltd.
HEADQUARTERS : Bharat Sanchar Bhawan,
Harish Chandra Mathur Lane,
Janpath, New Delhi
OFFICE IN sonepat.
FOUNDED: 19th century, incorporated 2000
OWNER : Government of India
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Interesting Facts:
There are 2 million BSNL mobile and landline connections in rural
India (a record, no other connection is as famous as bsnl
in rural areas)
BSNL is the 1st company to introduce 3G in INDIA.
BSNL supplies phone lines to all other network such as
Airtel,Vodafone etc.
Largest pan India coverage-over 11000 towns & 3 lakh
Villages.
Indias No. 1 wireless service provider with more than 50 Million
customers.
An incredible speed of 2mbps is only offered by BSNL
The only Mobile service available through out the
country including Jammu and Kashmir and North
Eastern states like Arunachal Pradesh, Nagaland,
Mizoram etc.
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NEED OF THE STUDY Customer satisfaction is must to understand the likes and dislikes of the
customers regarding service..
To know whether customer receive the service on time, and is it full
filling their needs to the desired levels.
This would help to plan for the better channel and improve CRM
activities which assure the customer to be satisfied.
SCOPE OF STUDY The study helps to understand whether the customer is satisfied or
dissatisfied.
To find the various factors that causes the dissatisfaction to the customer
and overcome those by a better strategy.
To channel the distribution which will enable to reach the customer and
communicate.
This will ultimately lead to customer satisfaction.
Statement of problem
A study has been conducted in order to understand the customer opinion and
satisfaction level of various landlines and mobile services in sonepat ,
research titled A STUDY ON CUSTOMER SATISFACTION FOR
LANDLINE AND MOBILE BSNL SERVICES has been conducted.
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Importance of 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 , Hutch ,
Reliance , Tata indicom etc. with their stringent rules and regulations guided
by TRAI. Hence in order to understand about the customers requirement
their likes and dislikes preference is sine-quo-non for BSNL.
Objectives OF THE STUDY
To ascertain customer preferences of landline and mobile services.
To ascertain the customer satisfaction level for mobile services as well aslandline 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
service.
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Methodology
Data sourceIn this study primary data and secondary data have been
used. Secondary data have been collected from internet.
Research ApproachPrimary data have been collected through surveys. Data collection has been
done through the use of structured questionnaire
Sampling Convenient sampling method has been adopted for this study.
Researcher has taken samples from SONEPAT.
The researcher has chosen 100 samples from SONEPAT,KUNDLI
The researcher had prepared questionnaire to elicit responses for the
following
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The researcher had prepared questionnaire to elicit responses for the
following
areas
Location
Age
Occupation
Monthly income
Mobile user
Mobile service usage
RESEARCH METHODOLOGY
Introduction:
Every business works on an explicit or implicit business plan, which
comprises of both the corporate and the competitive strategies of the firm.
To implement the above two strategies, there are functional areas, which
have their own strategies and plan. The major functional areas of business
are marketing, production, finance and human resources management.
Marketing research plays an important role in deciding on the market
strategy by providing information necessary for choosing an appropriate
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strategy. This could be termed as marketing research at the strategic level of
marketing.
Clearly marketing research is a search for answers to some questions, which
if answered would lead the company to make critical marketing decisions on
an strategic and tactical level.
It was a research conducted by me on the topic A study on customer
satisfaction for BSNL mobile and landlineservices in sonipat area in which
I tried to find out that if the customer of BSNL are satisfied with its
services.
Research Objective:
The research objective is to determine The customer satisfaction for BSNL
landline and mobile services in sonipat area
Sometimes the research objective is also called research problem. Broadly
these two terms can be used interchangeably. Whatever the terminology
used, the research should end up with useful information that enables a
marketing manager to make a better decision.
The main objectives of the research conducted are:
To ascertain customer preferences of landline and mobile services
To ascertain the customer satisfaction level for mobile services as well
as landline services
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To analyze the customer opinion and satisfaction with specific
reference to BSNL
To suggest some guidelines to BSNL in order to provide better
focused service
Scope of research:
The study helps to understand whether the customer is satisfied or
dissatisfied with the landline and mobile services of BSNL.
To find the various factors that causes the dissatisfaction to the
customer and overcome those by a better strategy
To channel the distribution which will enable to reach the customer. This will ultimately lead to customer satisfaction
To find out the actual reason behind the fact that, why such a big
company like BSNL is incurring loss.
To find out the exact reason behind the shrinking customer base.
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This study will help BSNL to understand where they in terms of
market share, preferences of customer and in terms of revenue
generated.
The study will be like an eye opener for the BSNLs top marketing
officials.
Limitations of research:
The research had to be conducted within some of the places of sonipat and
Kundli and the report had to be made on basis of the findings which could
well be in little differences from the facts and figures from all over India.
There were some questions which the BSNL officials were not ready to
answer, like for example the exact figures of revenue generated, exact
reasons behind losing market share etc.
The shortage of time was also a big factor that prevented us from conducting
a very detailed research.
Methodology of research:
Sources of data:
There are two types of data
Primary data: The primary data are collected by the survey conducted
by the questionnaire prepared by me.
The surveys were even conducted by telephone, by mail.
Secondary data: The secondary data are of two types internal and
external.
Internal records of the company are used as the point of the marketing
research. This includes information about the product being
researched, its history, companys background, market share, and
competitors information. These types of informations were collected
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from the marketing department, sales department and corporate cell
for marketing intelligence in the company.
External secondary data contains information available from public
sources such as business newspapers, business magazines. A
prominent source of data is the CMIE or the Centre for Monitoring
Indian Economy, which publishes monthly reports on various aspects
of Indian economy and Industry.
Sample size:
A sample size of 100 people was taken by me to do the survey. Below is the
illustration of the total sample space taken.
Total people: 100
Young people(18yrs to
25yrs)
Middle aged(25yrs to
45yrs)
Middle and old(above
45 yrs)
90 75 35
Method of collection of data:
Survey: This technique of data collection has already been discussed
about above in the report. It was conducted in person that is by meeting
the person personally, over telephone, and even my mail. The main
disadvantage of conducting surveys over telephone or mail is that thefacial expression, body language of the respondent cant be observed.
Moreover the level of reliability on the results of such surveys are very
less and are prone to incorrect results. So approximately 80% of the
surveys conducted were by meeting persons personally. The
questionnaire used for the survey is in the Annexure part of the report.
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The field work was done by me at different places like homes, offices,
shops, etc. The surveys were done in the office time, so that it is
possible to meet every one.
Observation: Observation is a technique where the consumers
behaviour is recorded, usually without his/ her knowledge. So
according to the definition it is clear that in this technique of data
collection they are more inclined towards BSNL or any other like the
main competitors of BSNL like the bharti Airtel , Vodaphone, TATA,
RCOM, etc.
Instruments used:
The instruments used for the survey are the questionnaires, the mail id, for
the graphical analysis I used the excel sheet, laptop for typing purpose.
Tools and Techniques used:
There different tools and techniques used for the survey are as follows:
Survey: This technique of data collection has already been discussed
about above in the report. It was conducted in person that is by
meeting the person personally, over telephone, and even my mail.
The main disadvantage of conducting surveys over telephone or mail
is that the facial expression, body language of the respondent cant be
observed. Moreover the level of reliability on the results of such
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surveys are very less and are prone to incorrect results. So
approximately 80% of the surveys conducted were by meeting persons
personally. The questionnaire used for the survey is in the Annexure
part of the report.
The field work was done by me at different places like homes, offices,
shops, dealerships, franchises, etc. The surveys were done in the
office time, so that it is possible to meet every one.
Observation: Observation is a technique where the consumers
behaviour is recorded, usually without his/ her knowledge. So
according to the definition it is clear that in this technique of data
collection we basically observed which brand the customers are
preferring more either they are more inclined towards BSNL or any
other like the main competitors of BSNL like the bharti Airtel
Qualitative technique: This technique included word association
where the respondent was asked for a word that comes to his / her
mind after thinking of the brand BSNL.
Experimentation: In this I measured the effect of one or more
variables by changing the level of some variables, and measuring the
effects.
:
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Limitations of the study
Study has been conducted only in few areas of sonipat
and kundli.
For few questions researcher was not able to get proper
response which are as follows :-
Time was not sufficient to conduct detailed study.
For few questions researcher was not able to get properresponse which are as
follows:
i. Chances of Switching.
ii. Reason for Switching.
iii. Monthly Income.
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Conclusion:
To conclude the research I would say that the research was done with great
effort and by using different techniques like personally interviewing the
customers, observing the trend of the of the customers to find out about the
customer satisfaction for the BSNL service in sonipat . The research will
provide the BSNL officials about the state of satisfaction in the customersmind about their services, like BSNL Broadband, BSNL 3G.
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LITERATURE REVIEW
The Background: The foundation of Telecom Network in India was laid
by the British sometime in 19th century. The history of BSNL is linked with
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the beginning of Telecom in India. In 19th century and for almost entire 20th
century, the Telecom in India was operated as a Government of India wing
Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975
the Department of Telecom (DoT) was separated from P&T. DoT was
responsible for running of Telecom services in entire country until 1985
when Mahan agar Telephone Nigam Limited (MTNL) was carved out of Dot
to run the telecom services of Delhi and Mumbai. It is a well known fact that
BSNL was carved out of Department of Telecom to provide level playing
field to private telecoms. Subsequently in 1990s the telecom sector was
opened up by the Government for Private investment, therefore it became
necessary to separate the Government's policy wing from Operations wing.
The Government of India corporatized the operations wing of Dot on
October 01, 2000 and named it as Bharat Sanchar Nigam Limited
(BSNL).BSNL operates as a public sector
VISION, MISSION AND OBJECTIVE
VISION:
To become the largest telecom service provider in Asia.
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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 areas of operation and to contribute to the countrys
economy.
Objectives:
To be a lead Telecom services provider.
Build customers confidence through quality and reliable services.
Provide bandwidth on demand.
Contribute towards:
o National plan target of 10 crore subscriber base for the country by 2010
o Broadband customers base of 20 million in the country by 2010
o Telephone in all villages.
.
THE BSNL SERVICES
BSNL LANDLINE
PHONE PLUS SERVICE
NEW TELEPHONE CONNECTION
PERMANENT CONNECTION CONCESSION IN RENTALS
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SHIFT OF TELEPHONE
TRANSFER OF TELEPHONE
TELEPHONE TARIFF BSNL MOBILE
POSTPAID PREPAID UNIFIED MESSAGING
GPRS/WAP/MMS
DEMOs TARIFF SMS & BULK SMS
BSNL WLL
INTERNET SERVICES NETWORK
BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF
DIAL UP INTERNET
SMS& BULK SMS
BSNL BROADBAND
REGISTER ONLINE TARIFF FAQ CHECK USAGE
BSNL MPLS-VPN
ISDN ISDN TARIFF
LEASED LINE LEASED LINE TARIFF
INTELLIGENT NETWORK
FREE PHONE SERVICE
PREMIUM RATE SERVICE INDIA TELEPHONE CARD
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VIRTUAL PRIVATE NETWORK(VPN)
VOICE VPN UNIVERSAL NUMBER
UNIVERSAL PERSONAL NUMBER TELE VOTING
VIDEO CONFERENCING OVERVIEW TARIFF FAQ
AUDIO CONFERENCING
OVERVIEW
TARIFF FAQ
I NET OVERVIEW SERVICES ON I NET
USING ON I NET
I NET CONNECTIONS TARIFF
TELEX/ TELEGRAPH
TELEX/ TELEGRAPH TARIFF
EPABX EPABX
FREE EPABX TARIFF
CENTREX CENTREX TARIFF HVNET RABMN INMARSAT KU-BAND
TRANSPONDER
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3G SERVICES
POSTPAID
PREPAID
TARIFF
3G DATA
DATA COMMUNICATION
RABMN
INMARSAT
HELP DESK
DSPT SERVICE
GLOBAL CONFERENCING
HELP DESK
ABOUT BSNL
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http://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/3g.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/dspt.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/3g.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/dspt.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htm -
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BSNL sonipat is a district part of haryana telecom
circles which serves the state of sonipat with the coverage
area of 46552 sq.km .
FOLLOWING ARE THE MAIN PRODUCT AND SERVICE OF THE
BSNL SONIPAT .
1: Data one:- This is attracting the customers of all the
districts under SONIPAT . All the main and subdivisiniol
towers are connected in the network.
2:ISDN:- ISDN is available across the area
Following services are offered by ISDN lines
(a). ISDN dialup internet access.
(b). Backup to leased lines.
(c). Video conferencing.
(d). High speed data transfer.
3:India Telephone Card:-It is a prepaid card service
accessible from all BSNL land lines wireless in local loop(WLL) and cellular connections .ITCs of various types are
available at franchises , sub franchises , stores throughout
the service area.
4:Televoting service:- It is post paid in service serviceaccessible from BSNL land line phones . This service is
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lucrative for companies conducting option based voting
across any geographic boundary giving maximum coverage.
5:Free phone service:- It is a post paid in service accessible
from all BSNL land line phones . This service suits the
requirement of companies for allowing tool free enquiry by
the intruded customers.
6:VAN service:- It is a post paid in service accessible from all
BNL land lines. This service suits the requirements of
professionals like doctors, consultants , service executives .
This enables them to get all their all calls by suitable
programming in their service profile by attiring their phone
numbers.
7:VPN service:- It suits the corporate houses to reach their
personals by dialling the VPN numbers instead of individual
landline or mobile number.
8:Landline service:- Through managed leased line network
(MLLN) system across the wide covering all district head
quarters , important towers and below that on the OFD
network. Availability of service platform like MPLS-VPL bring
the growth of IT and IT based industries .
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FIGURE- 1.1
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Here is an overview of the World Classservices offered by the BSNL
The Plain old, Countrywide telephone Service through
32,000 electronic exchanges. Digitalized Public Switched TelephoneNetwork (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 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 BSNL BROADBAND
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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.
ISDNIntegrated 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 NetworkIntelligent 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-Voting
Premium Rae Service [PRM]
Universal Access Number [UAN] and more
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Inet Indias 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 LineBSNL 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 up to 2mbps, useful for Internet
leased lines and International Principle Leased Circuits (IPLCs).Cellular Mobile ServiceBSNLs GSM cellular mobile service
Cellone has acustomer 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
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and train routes. Celloneoffers all India Roaming facility to both pre-
paid and post-paid customers (including
Mumbai & Delhi).
WLL 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/wirebased network in urban areas.
Connecting the remote and scattered rural areas.
Limited mobility without any air-time charge
News:-
GSM Hardware Tender:-
BSNL has trimmed down its 60 million GSM tender by 50% , where as main
bidder Ericsson has picked up its share of Order ,the second bidder NSN has
not accepted order so far.
BSNL BrandsIn year, 2010, BSNL changed the name of all its existing services to
streamline its Brand Portfolio
SERVICE TYPE OLD NAME NEW NAME
Landline [Wired]
phones
Bfone BSNL Landline
CDMA Wireless
landlines/mobiles
Tarang BSNL WLL
GSM Postpaid Mobiles Cell One BSNL mobile Postpaid
Dial Up Internet Sancharnet BSNL internet
Broadband Internet Dataone BSNL Broadband
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BSNL offers free insurance coverage for customers :-In the
first move of its kind in the Telecom sector in India , BSNL
offers free Insurance coverage for its subscribers in case of
Accidental Death
Permanent total disability due to accident
The Insurance coverage scheme will be applicable for its subscribers oflandline including WLL & post-paid cellular services. The customers will be
covered by Bajaj Allianz insurance co. Ltd.
The capital sum insured per connection is Rs. 50,000
The period of insurance will be initially for 1 year from 14 January 2008.
TELEPHONE
BSNL Landlines
Total number of
connections
WLL
Total number of
connections
Village Public
Telephones
Total Number of
connections
as on 31/5/2009
as on 31/5/2009
as on 31/5/2009
as on 31/5/2009
3,31,49,457
35,99,544
5,53,484
20,82,824
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Public Telephone
[Local, STD&
Highway]
Total number of
connection
STD Stations
Number of STD stations
as on 31/5/2009 32,011
Transmission Systems as on 31/3/2009
Transmission systems
DIGITAL
Route (Kms) Route(Kms)Microwave
Coaxial
UHF
Optical Fiber
5340
6,024
45,130
5,37,727
Satellite based Services
MCPC-VSATS 95
IDR Systems (2 Mb/8Mb) 98/23
Mobile Services
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Total number of connections2,84,23 ,283District Headquarters Covered608
Total Number of villages Covered19,81,418National Highway covered (Km)51,366State Highway Covered (Km)55,300Railway route Covered (Km)28,658
Some of the B.S.N.L Broadband advertisement:
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Fig: 1 (Source: B.S.N.L official site)
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Fig: 2 (Source: B.S.N.L official site)
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use of boll wood stars by B.S.N.L
BSNL Broadband Tariff (Max. Contention Ratio is
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1:25)
Post Paid Broadband Tariff
Promotional Schemes and Offers
Extension of Promotional scheme allowing 15 days Unlimited Free
Download to the
New customers Registering up to 15.04.2010. Promotional scheme to offer double Bandwidth Speed
Special Relief Scheme SAMADHAAN (Now Extended up to 30th
June 2010)
INITIAL AND OTHER CHARGES
LIMITED USAGE PLANS ( Both for Home & Business Users )
BB Standalone
Plans
BB COMBO Plans BB HIGH SPEED
Plans
UNLIMITED USAGE PLANS
BB Plans
for Home
Users only
Standalone BB Plans for both
Home & Business Users
Combo
BB Plans for
both Home &
Business Users
Limited /Unlimited BB Plans for Common Service Centres (CSC's)
Rural USOF BB Plans (Limited /Unlimited) for Rural Home & All
Rural OLD BB PLANS FOR WHICH NO FRESH REGISTRATION
W.E.F. 01.04.2010 Temporary Broadband Connection
Special BB Plan for Educational Institutes in Rural areas
Note: The elaboration for the following abbreviations used in this circular is
as follows:
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G/Home/CSC; FN; Rural ; USOF; Super; Speed; Combo; UL/ULF; FMC;
E/P/CS
G/ Home/ CSC refers to the applicability of the plans to the user segment. G-
> General
FN in case night unlimited (02:00 hrs to 08:00 Hrs) is free
Rural in case the plan is rural plan
USOF in case the plan is USOF Plan
Super refers to high speed 16/24 Mbps Plan
Speed Refers to 8/16/24 Mbps Plan
Combo in case the plan is a combo plan inclusive of landline rentalUL Unlimited
ULF Unlimited usage with fair usage (except rural USOF and
CSC plans)
FMC represents the fixed monthly charges
E/P/CS represents whether the plan is a special plan for enterprise,
promotional plan or Circle specific plan
&
Terms and conditions :
Security deposit and installation charges for Landline telephone shall
be taken from new customers as applicable for Local/STD/ISD.
No security deposit for BroadBand Connections up to Plan 500 and for
CICs on bulk connections (>25) subject to an undertaking by CIC.
Security Deposit & Fixed Monthly Charges for the Modem will be as
per the existing instructions.
Minimum Hire period for all Broadband plans will be one month. In
case of surrender of Broadband Connection after one month, the
charges shall be recovered on pro-rata basis.
In case of premature surrender of Broadband Annual plan option, the
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charges shall be adjusted on pro-rata basis taking the disconnected
FMC rate. In addition one month full FMC shall be levied as early
termination charges hence forth.
In case a subscriber joins/ leaves in the middle of a month, the fixed monthly
charges for unlimited Broadband Plans shall be calculated on proportionate
basis that is actual number of days of connection working subject to
the commitment of minimum period of hire.
The customer will have choice to select the modem type of his choice
but subject to availability.
For the customers, who have either procured the modem or have taken
the modem under the committed period plan, the modem charges shall
not be applicable.
For the broadband plans, where free modem is offered to the customer,
will be subject to that the customer commits for a period of 12 months
and pays the necessary charges in advance. In this case, the modem
shall be the property of the customer and will not be required to return
in case of surrender.
Home plan can be taken on Bfones in name of Government/company
but actually working at residences of their employees. An undertaking
shall have to be given by the customer in this regard.
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Subscribers having telephones in the name of Company, firms, shops,
educational institutes or any other commercial entity can take only
Business Plan. They are not eligible for Home Unlimited Plans.
The tariffs of all the Broadband plans mentioned above are in addition
to the normal Monthly charges/ usage charges of the Bfone except
combo plans.
20% discount on Broadband services (usage and Rental) to
Government Employees (Central Government/ State Government/
PSUs) and to Visually Impaired customers of both existing / new
connection.
The rebate in Fixed Monthly charges will be granted on proportionate
basis if the Broadband services remain interrupted /faulty for
continuous more than 3 days.
For all the plans, Dynamic IP addresses only will be given. In case,
where the provision of static IP address has been made, one additional
static IP address can also be offered @ Rs. 1500/- per annum. For Broadband plans where bandwidth is 1Mbps or more, the
uplinking will be maximum up to 768 kbps.
Billing for the service will be included in the normal B-fone (Land-line
Phone) bill. The billing cycle shall be same as B-fone billing cycle.
Monthly rental will be collected in advance and usages charges will be
in arrears. The tariffs mentioned above are exclusive of service tax.
All others terms and conditions will remain same as issued earlier from
time to time.
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Pre Paid Broadband Tariff:
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Initial charges at the time of application:
Particulars Amount of Rs.
Installation
Charges
Rs. 250/-*
Modern
charges for
outright
purchase
Type-B1/B2 Rs. 1000/-**
Type-W2 Rs. 1000/-**
* Service Tax extra, ** Sales Tax and other Govt. levies extra
Note: The Customer desirous of taking Prepaid BB service of BSNL has
necessarily to be Landline customer of BSNL.
Installation charges and Modem charges shall be collected in advance
through Demand Note through the local commercial system at the time of
application for Prepaid BB connection.
In case of customer having his/her own modem, only Installation chargesshall be collected in advance through Demand Note through the local
commercial system at the time of application for Prepaid BB connections.
Creation of Prepaid broad account:
The creation of Prepaid BB account will be free of any charges and the
account will be created with complementary balance of 50 MB in any Plan
and with validity of 15 days from the date of creation.
Plan vouchers available to the customers:
To continue the Prepaid Broadband account after its creation, the customer
has to recharge his account by any of the following Limitedplan vouchers as
per his/her choice.
Limited download/upload plan vouchers ( up to 2 Mbps ):
Sl Vouc M Servi Administr Usage Rate Valid Grace Grace
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N
o.
her
Type
RP
(Rs
)
ce
Tax
10.30
%
ative
Charges(
Rs)
Amount
(Rs)
Per
MB(In
Rs)
ity
(Day
s)
period
(in
days)*
GP-I
period
(in
days)**
GP-II1 BB
RL 50
50 4.67 15 30.33
0.06
7 15 75
2 BB
RL
100
100 9.34 20 70.66 15 15 75
3 BB
RL
250
250 23.35 25 201.65 30 15 75
4 BB
RL
500
500 46.69 50 403.31 45 15 75
5 BB
RL
750
750 70.04 0 679.96
0.40
60 15 75
6 BB
RL
1200
120
0
112.0
6
0 1087.94 75 15 75
7 BBRL
1600
1600
149.41
0 1450.59 90 15 75
8 BB
RL
2000
200
0
186.7
6
0 1813.24 120 15 75
9 BB
RL
5000
500
0
466.9
1
0 4533.09 0.30 210 15 75
Source: B.S.N.L Franchises office (SONIPAT)
For limited Plans, balance usage value if any available will be carried
forward, in case of recharge within the Grace Period *GP-I (i.e. 15 days).
Beyond 15 days (*GP-I), balance usage value if any available will not be
carried forward, but the customer can recharge his account up to another 75
days (**GP-II). After expiry of the additional grace period of 75 days
(**GP-II), the account of the customer shall be deleted from the system.
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Validity vouchers of limited plans:
Sl. No. Voucher
Type
MRP
including
service tax
@ 10.30%
(in Rs)
Usage
Amount
Service
Tax @
10.30%
Validity in
days (for
accounts)
1 BB Validity
100
100 NIL 9.34 30
2 BB Validity
150
150 NIL 14.00 45
3 BB Validity250
250 NIL 23.35 60
Source: B.S.N.L Franchises office (SONIPAT)
Top Up vouchers for limited plans:
Sl. No. Voucher Type MRP
including
service tax @
10.30%(in Rs)
Service Tax
@ 10.30%
Usage
Amount
1 BB Top Up
100
100 9.34 90.66
2 BB Top Up
200
200 18.68 181.32
3 BB Top Up
500
500 46.69 453.31
Source: B.S.N.L Franchises office (SONIPAT:
Particulars Home Business
HO WI
1000
HO WI
1800
BU WI
4400
BU WI
8000
BU WI
12000
BU WI
20000
Bandwidth 256 Kbps 512 Kbps 256 Kbps 512 Kbps 1024
Kbps
2048
Kbps
Single/ Multi
user
SU SU MU MU MU MU
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(SU/MU)
One time
Installation
Charges
(Rs.)*
750 750 750 750 750
750
Fixed
Monthly
Charges*
(Rs.)
1000 1800 4400 8000 12000 20000
Discounted
Annual
Payment
Option (Rs.)*
10000 18000 44000 80000 120000 200000
Free Email
IDs/ Space
(Per email
ID)
2/5 MB 2/5 MB 2/5 MB 2/5 MB 4/5 MB 4/5 MB
Dl/UL limit
per month
Unlimited
Security
Deposit
One months Fixed Monthly Charges
Source: B.S.N.L Franchises office (SONIPAT)
1. Initial SIM & Activation Charges for both Voice and Data plans under 3G post-
paid and prepaid service:
Sl. Particulars Tariff
1 SIM & Activation
2 Starter pack with SIM in Rs. (Incl. of S. Tax ) 59
3 Service Tax @ 10.30% in Rs. 5.51
4 Usage Value with SIM in Rs. 0
5 Validity in days 7
6 Migration charges from 2G to 3G and vice versa in Rs. Nil
7 New USIM price in case of Migration from 2G to 3G in Rs. 59
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Note:-
2. General Terms and conditions:-
In case of migration from 2G to 3G, the customer may continue with the existing 2G
SIM without any charge or may opt for a new 3G USIM with higher memory for Rs.59.
In case of migration from 2G prepaid to 3G prepaid, the unutilized account balancevalidity in 2G will be carried forward to 3G.
Replacement of defective SIM/USIM will be free of cost to be made at CSC only, if thereplacement of SIM/USIM is due to technical reason beyond the control of customer.However, if the replacement of SIM/USIM is due to customer negligence Rs.59 (Incl. ofS.Tax) will be levied. In case customer wants new USIM, replacing the existing 2G SIM,the customer will also have to pay Rs.59.
Promotional 3G Offers
Customers purchasing 3G Data card from BSNL and activating the same will get freedata usage of 6 GB per month as 1GB day/any time and 5GB night usage for two monthsfrom the date of activation as a promotional offer until further order. However, for gettingvalidity the customer has to recharge with data recharge voucher or fixed monthlycharges in case of postpaid connection. The free usage of 6 GB will be added to the freeusage available with the data plan. No other freebies may be allowed for the above datacards.
Incoming video call facility allowed to 2G customers with 3G enabled handsets willcontinue to be allowed until further order.
30 paise promotional voice tariff
1.1 3G prepaid general 120 plan and promotional 3G plan:
Sl. No. Particulars 3G prepaid general 120 Plan
1First Recharge Coupon in Rs. (Incl. of
S.Tax) 120.00
2 Validity of FRC in days 180
3 Free Usage with FRC in Rs.# 20
i. Free Voice call minutes NA
ii. Free Local/National Video calls (On net) inMin NA
iii. Free SMS in Nos. NA
iv. Free Data usage in MB ** NA
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4 Pulse (Sec) 60
5 Call Charges in Rs./Min
A Voice Call
i. Local- On-net 0.50
ii. Local- Off-net 0.70
iii.Reduced call charges to any two BSNLnumbers 0.20
iv. STD On-net 0.50
v. STD Off-net 0.70
vi.Reduced call charges to any one BSNLnumber 0.30
B Video Call
i. Local Video calls 0.70
ii. STD Video calls 1.00
6 P2P SMS (Rs./SMS)
i. Local 0.30
ii. National 0.50
iii. International 3.00
7 Data Rate (Rs/10KB) 0.01
8 National Roaming
i. Voice - Local Outgoing (Rs/Min) 0.70
ii. Voice STD Outgoing (Rs/Min) 0.70
iii. Voice Call Incoming (Rs/Min) 0.50
iv. Video Call - Local Outgoing (Rs/Min) 1.00
v. Video Call - STD Outgoing (Rs/Min) 1.00
vi. Video call Incoming (Rs/Min) 0.70
vii. Local/National SMS- (Rs./SMS) 0.50
viii. International SMS 3.00
ix. Data Charges (Rs. /10KB) 0.01
9 Value Added Services As per content providers tariff
10 For extension of validity 3G RCVs
11 All other charges, terms and conditions As per 2G prepaid General plan
Promotional offer for 90 days: The following freebies are to be offered on activation of3G prepaid SIM through FRC.
i) 100 Min video call and 200 MB data free to be used within 30 days from the date ofactivation.
ii) 1000 Local and 1000 national SMS free.
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Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan and vice-versa is free . The unutilized account balance and validity of the existing plan will becarried forward to the migrated plan.
3G Promotional Plan STV for existing prepaid customers:
Sl.No. Particulars 3G Promotional plan STV
1 MRP of STV (Incl. ofS.Tax)
Rs.99
2 Usage Value Rs.20
3 Tariff Validity in days 180 days
4 Free Local/National videocall
NIL
5 Free Data Usage NIL
6 All other terms andconditions
As per 3G promotional plan 120mentioned above at 1.1
The above STV will be available with effect from 11.02.2010 to 31.03.2010.
Note:
(a) For 3G customers enrolled upto 06.02.2010 the promotional tariff will be allowedupto 05.02.2011.(except south zone)(b) For customers enrolled from 07.02.2010 up to 31.03.2010, the promotional tariff willbe applicable for 180 days i.e. upto 26.09.2010. (except south zone)(c) The customers enrolled in pre revised and revised 3G promotional tariff i.e. tariff
validity 365 days and 180 days will be migrated en-mass after completion of tariffvalidity period from the date of close of promotional period. (for south zone only)
1.2 Recharge Voucher
MRP inRs.
S. Tax @10.30% in Rs.
Card Valuein Rs.
Validity indays
UsageValue inRs.
Processing Fee(Bonus UV) in Rs.
55 5.14 49.86 15 35 14.86
110 10.27 99.73 30 75 24.73
220 20.54 199.46 60 160 39.46330 30.82 299.18 90 250 49.18
550 51.36 498.64 180 400 98.64
1100 102.72 997.28 365 1000 -2.72
3300 308.16 2991.84 365 3300 -308.16
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BSNL launched their 3G service in India. 3G is next generation mobile
communication system where in which it enhances the multimedia
experience and high speed mobile broadband. It also provides the ability to
view high quality video on your mobile. You can watch your TV program,
download favorite videos, mp3 and also support video messaging. With 3G
you can download at a speed of 384 KBPS. currently 3G is provided by
BSNL and MTNL only. B.S.N.L had setup 3G experience centers where we
can see the live demo and experience the power of 3G.
BSNL CMD Kuldip Goyal said 3G services customers would have three
monthly subscription options of Rs 350, Rs 650 and Rs 1,350. Apart from
this, customers would State-owned Bharat Sanchar Nigam Ltd (BSNL)
launched next generation 3G mobile services in India. But private operators
like Airtel and Vodafone are still waiting to get spectrum through auctionprocess. Since BSNL and MTNL are state-owned, they have the privilege
over others. As we all know, politics is sick around the globe and seems to
be worst in India also get the 3G services through a bundle offer.
BSNL is going to offer the following services with 3G:
Video calling
Video conferencing
Rich Multimedia experience
Video on demand
Internet speeds upto 2mbps
Faster video streaming
Mobile Gaming
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The Marketing Strategies of B.S.N.L:
State-run BSNL is looking for tie-ups with big retail chains in the country to
sell its products and services under an aggressive marketing strategy.
The company is inviting proposals from interested retail chains directly or
through consortium to sell BSNLs services from their outlets.
A senior official of the PUS said that the initial agreements will be entered
into with the successful retail chain or with the lead partner of a consortium
for two years, which can be extended further as per performance. BSNL has
operations across India except Delhi and Mumbai.
The retail chains will get upfront payment for basic commission and
discounts ranging from Rs 150 to Rs 1,500. The chains need to have a
minimum 50 outlets and pan-Indian operations with annual turnover of
minimum Rs 50 crore for the past two years.The outlets will sell SIMs, instruments and other telecom products and will
have to verify customer identity as per the government norms.
All blank Customer application forms supplied by BSNL will have to be
collected by the retail company after being filled by customers along with
requisite payment and identity proofs and verified by authorised signatory.
The authorised signatory shall be responsible for verifying customers'identity proofs along with CAFs. Retail chains will also need to maintain
list of transactions, waiting lists, which will be converted to exchange wait
list and merged on daily basis. BSNL, wholly-owned by the government,
has been trying to sell its products and services aggressively to the
customers with a strong marketing focus.
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People do spend time in malls, therefore, it will be easier for them to access
the products and services and get their queries answered rather than visiting
Sanchar Hats to buy the products, said an analyst.
Our visions begin with our desires.
- Audre Lorde
We all have some visions of ourselves and our future, and that vision creates
consequences. More than any other factor, vision affects the choices we
make and the way we spend our time. Visions drive consequences.Principles drive results. Key is to base vision on principles.
- Stephen R Covey.
It is true for individuals as well as organizations. The strongest form of
vision / motivation is to base vision on What Legacy we want to leave.
and to achieve it we must take a principle centered path. History is full of
examples that many organizations have vanished grown and vanished
overnight as their path to achieve vision was not based on principled way.
Vision of the organization can only be translated into reality, if it is shared
by one and all. The best way to implement is to involve them in
formulation. But even if it is conceived by higher management then it has
to be explained to each and every individual of the organization, otherwise it
may remain as a showpiece. Marketing vision of the BSNL has to be based
on overall mission and vision of the organization. The mission of BSNL is
to provide world class State-of-art technology telecom services on demand at
affordable price, to provide world class telecom infrastructure to develop
country's economy.
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And the vision of BSNL is to become the largest telecom Service Provider in
Southeast Asia. In dynamic environment anything permanent is change. So
we must revise and review so that focus is never lost.
Strong lives are motivated by dynamic purposes. -
Kenneth Hildebrand.
Marketing Objective.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 of B.S.N.L focuses on understanding the needs and
desires of the customers and achieving them by placing these needs at the
heart of business by integrating them with the organisation 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.
B.S.N.L 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 there transaction like the new 3G.
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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 services that continuously seek
to satisfy those needs is good Marketing. The Marketing focuses greater
attention on how to deliver customer satisfaction and organisation will begin
to structure itself around customer segments and not
product lines. B.S.N.L marketing Strategy will take the business vision and
apply it to the customer base.
The marketing process of B.S.N.L 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
The Main competitors of B.S.N.L:
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During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009)
BSNL has added 8.1 million new customers in various telephone services
taking its customer base to 75.9 million. BSNL's nearest competitor Bharti
Airtel is standing at a customer base of 62.3 million. However, despite
impressive growth shown by BSNL in recent times, the Fixed line customer
base of BSNL is declining. In order to woo back its fixed-line customers
BSNL has brought down long distance calling rate under OneIndia plan,
however, the success of the scheme is not known. However, BSNL faces
bleak fiscal 2009-2010 as users flee
Presently there is an intense competition in Indian Telecom sector and
various Telcos are rolling out attractive schemes and are providing good
customer services.
Access Deficit Charges (ADC, a levy being paid by the private operators to
BSNL for provide service in non-lucrative areas especially rural areas) has
been slashed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC
may hit the bottom lines of BSNL.BSNL launched 3G services in 12 cities of country in 2nd march 2009.
MTNL which operates in Mumbai and Delhi first launched 3G services in
these cities
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Source: www.google.com
Description: Landlines, BSNLs main business, is a shrinking market. On
top of that, it is losing share to rivals and is making huge losses:
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Major problems of B.S.N.L:
During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009)BSNL has added 8.1 million new customers in various telephone services
taking its customer base to 75.9 million. BSNL's nearest competitor
BhartiAirtel is standing at a customer base of 62.3 million. However, despite
impressive growth shown by BSNL in recent times, the Fixed line customer
base of BSNL is declining. In order to woo back its fixed-line customers
BSNL has brought down long distance calling rate under OneIndia plan,however, the success of the scheme is not known. However, BSNL faces
bleak fiscal 2009-2010 as users flee.
Presently there is an intense competition in Indian Telecom sector and
various Telcom are rolling out attractive schemes and are providing good
customer services.
Access Deficit Charges (ADC, a levy being paid by the private operators to
BSNL for provide service in non-lucrative areas especially rural areas) has
been slashed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC
may hit the bottom lines of BSNL.
BSNL launched 3G services in 12 cities of country in 2nd march
2009.MTNL which operates in Mumbai and Delhi first launched 3G services
in these cities.
BSNL rarely has the equipment to expand its services when it needs it the
most, says Seth. There was always a lot of pressure and interference in
the procurement of equipment. That hasnt changed. What has changed is
that the mess in procurement is pulling BSNL down like never before. In
the last three years, BSNL has grown slower than the industry average in the
mobile segment and has lost market share
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The employees of BSNL: These 1,500 people are non-committal to the
growth of BSNL. They are talented, but they lack the will to work to their
capabilities, says VAN Namboodiri, General Secretary, BSNL Employees
Union. This is impacting the companys growth.
At the time of corporatisation, many non-executive employees (linesmen,
exchange employees) were promoted to do administrative work. They were
not engineers, but they had functional knowledge. The young engineers
joining today have to work under them, despite being more qualified. They
feel that BSNL is suffering because of such non-executive people occupying
executive posts.
BSNLs approach to infrastructure sharing: Both in landline and mobile,
as an example of narrow thinking. BSNL was the first operator to have a
pan-India coverage. When private players were expanding, it refused to rent
its unused infrastructure to them. So, they had no choice but to build their
own infrastructure. Says Uppal: Had it shared infrastructure, it would haveearned immediate revenues and derived a long-term competitive advantage
by making its rivals dependent on it, instead of speeding up their
infrastructure. Its only now that it has started sharing its mobile towers.
BSNLs faulty marketing policies: BSNLs marketing policies were
centred around the belief that customers will come to it. In mobile services,
it wasnt doing any push marketing; it didnt even leverage its pan-Indiacoverage to good effect. In landline, it wasnt doing any marketing at all.
Customers had to go to its exchange to apply for a connection.
Customers in non-metro areas went as they trusted BSNL as a brand and
didnt have many choices besides it, but it didnt cut much water in the
metros. BSNL didnt even have a customer service call centre till last year.
Awareness of its plans is very low. In the recent pay per second
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recalibration, it was the last company to make the shift. And unlike others,
there was no ad blitz informing consumers of the change.
Customer shift of B.S.N.L: Its landlines, once its mainstay, have been
falling consistently, from 35 million subscribers in June 2006 to 29 million
subscribers in June 2009. Some of these losses are because of the shrinking
of landline demand, but most of it is due to consumers shifting to private
players.
Likewise, in mobiles. Extrapolating from historical trends and current
market conditions, Research And Markets, a consultancy, paints a grim
picture for BSNL. It has forecast that BSNLs market share in the mobile
segment will decline from 12.7% in June 2009 to 7.3% by 2013. Given the
2013 projected subscriber base of 876 million, that is 70 million subscribers
for BSNL an addition of just 16 million subscribers from current levels. By
comparison, Bharti and Vodafone are expected to add 137 million and 74
million subscribers, respectively, during the same period.
Achievements of B.S.N.L: Worlds 7 th largest & Indias No.1 Telecommunication company
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47.3 million line basic telephone capacity, 4 million WLL capacity,
20.1 Million GSM Capacity, 287 Satellite Stations, 7330
cities/towns and 5.5 Lakh villages
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 .
Indias fourth largest telecom company as on March 2010.
BSNL is a company whose cash reserves, at Rs 38,000 crore,
equals the turnover of Indias 12th largest listed company.
BSNL is a company that has so much telecom infrastructure and
real estate that it is valued, by some estimates, at Rs 4,00,000
crore.
If BSNL were to list today, it would be Indias most valued
company, with a 25% lead on number two.
BSNL is a company that has a larger telecom network than any
other player in the sector.
BSNL is a company that operates in a business that will always be
fundamental to the lives of people.
Share market position of B.S.N.L:
In the last three years, BSNL has been a laggard in the mobile business in
every which way. In this high-growth business, it has grown the slowest in
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the last two years. Its co-leaders have broken away, even as new players are
closing in on it.
Subscriber Growth Market Share
Figures in million Year-on-year growth in % Figures in %Source: Annual report , Trai
Source: Annual report , Trai
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National and international image of B.S.N.L:
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Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India. Such as Wire line, CDMA mobile, GSM Mobile, Internet,
Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services
etc. Within a span of five years it has become one of the largest public
sector unit in India. BSNL has installed Quality Telecom Network in the
country and now focusing on improving it, expanding the network,
introducing new telecom services with ICT applications in villages and
wining customer's confidence. Today, it has about 47.3 million line basic
telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,
more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,
480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting
602 Districts, 7330 cities/towns and 5.5 Lakhs villages. BSNL is the only
service provider, making focused efforts and planned initiatives to bridge the
Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator
in the country to beat its reach with its wide network giving services in everynook & 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 numerous operator of India in all services in its license
area. The company offers wide ranging & most transparent tariff schemes
designed to suite every customer. BSNL cellular service, Cellone, has morethan 17.8 million cellular customers, garnering 24 percent of all mobile users
as its subscribers. That means that almost every fourth mobile user in the
country has a BSNL connection. In basic services, BSNL is miles ahead of
its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of
the subscriber base and 92 percent share in revenue terms. BSNL has more
than 2.5 million WLL subscribers and 2.5 million Internet Customers who
access Internet through various modes viz. Dial-up, Leased Line, DIAS,
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Account Less Internet(CLI). BSNL has been adjudged as the number one
ISP in the country. BSNL has set up a world class multi-gigabit, multi-
protocol convergent IP infrastructure that provides convergent services like
voice, data and video through the same Backbone and Broadband Access
Network. At present there are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network
integration and Maintenance of Switching & Transmission Networks and
also has a world class ISO 9000 certified Telecom Training Institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390
million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).
BSNL plans to expand its customer base from present 47 millions lines to
125 million lines by December 2007 and infrastructure investment plan to
the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The
turnover, nationwide coverage, reach, comprehensive range of telecomservices and the desire to excel has made BSNL the No. 1 Telecom
Company of India.
Future prospects of B.S.N.L:
BSNL is undergoing a transformation,. BSNL has planed four broad
changes, to be implemented over the next two years.
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Rather than split the organisation according to divisions (finance,
marketing, and so on), split it according to verticals (fixed, mobile,
enterprise and new businesses).
morph from a network-technologies company to a sales-oriented
company.
Build the BSNL brand.
Use IT to streamline business processes.
Despite the distressing numbers, in the evolving environment, landline might
still have a business. The boundary between fixed and mobile is converging
very fast. When it comes to delivering data, entertainment and voice on the
same network, fixed lines score over wireless. Applications like mobile TV
have had limited appeal among users and operators because of it spectrum-
hogging properties.
For a player like BSNL, which has copper and fibre already in place across
the country for voice, broadband and other services like IPTV (TV via
landline) can ride pillion. No other Indian telecom player even comes close
on a national scale. Their coverage is mostly select. Bharti, for instance,
offers it in 95 cities that have the highest revenue potential as identified by
it. Tata and Reliance do the last mile mostly on wireless.
But reaching everywhere is not enough. BSNL still has to create a market
there, and a profitable one at that, for broadband and IPTV. Traditionally,
creating markets has never been BSNLs strength. But if it can crack the
marketing, and leverage its existing network, its landline liability can
become an asset again.
Conclusion:
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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.
Hence, from this report it is clear that BSNL can be the best service provider
in Asia. BSNL provides world class State-of-art technology telecom services
to its customers on demand at competitive prices world class telecom
infrastructure in its area of operation and to contribute to the growth of the
country's economy.
About the project
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Study has been conducted only in few areas of sonipat For fewquestions researcher was not able to get proper response which are asfollows :-
Time was not sufficient to conduct detailed study.
For few questions researcher was not able to get proper response
which are asfollows:i. Chances of Switching.ii. Reason for Switching.iii. Monthly Income.
The researcher has chosen 100 samples from
sonipat
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CUSTOMER CARE
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 7
days from 8 A.M to 8 P.M 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.
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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.
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 newtelephone connections, shifting and third party transfer.
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BRAND EQUITYThe goal of Brand leadership paradigm is to create strong brand anyway? In
managing Brand equity, brand equity was defined as the brand assets or
[liabilities] linked to a brands name and symbol that add to [or subtract
from] a product or service. These assets can be grouped in to 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 qualityBrand 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 associationsBrand 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
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Brand loyalty is at the heart of any brands 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 competitors 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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Surveys, feedback and data analysis
STRENGTH
1. Established organization with government support.
2. Better coverage of network.
3.Since they have large number of telephone exchanges.
So that they can give more stress on advertisement by
there different place exchange representatives.4. Very much transparent in billing for the satisfaction of all
the subscribers . No hidden system of billing.
5. Customer care centres for the better services in order to
reduce the problem of customer.
WEAKNESS
1. Do not provide smooth service.
2. Frequent network problem.
3. Trade union problem.
4. B.T.S disturbances.
5. Reduce in sales and lack of advertisement.6. Lack of attraction like other providers.
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OPPORTUNITY
1. They can modify their network & implement.
2.They can give more stress on their because it
is a government organization.
3. They can use their huge human resource and
fixed asset.
4. Infrastructure is the best than any other service
provider.
THREAT
1. Increasing number of privet telecom sectors.
2. They are providing smooth and good network.
3. They are establishing their own towers in the
remote corners.
4. They are engaging contract services with less
remuneration.
5. Corresponding to revenue expenditure is
less from other service providers.
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A set of questioners is prepared keeping in mind the general
awareness of TELE-COMMUNICATION as a representative
on behalf ofB.S.N.L.
.
Please tick ( ) your choice able box
1. Which telecom connection do you use?
(a)B.S.N.L ,(b)Others
2. Are you satisfied with B.S.N.L network ?
(a)Yes, (b)No
3. For clear sound and better coverage which telecom company do you think
best?
(a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others.4. The telecom facility that B.S.N.L is providing is sufficient or not?
(a)Yes, (b)No.
5. Is it required to reduce further the call charge of mobile & landline
connection of B.S.N.L.
(a)Yes, (b)No.
6. Do you think that the sim and cash card of B.S.N.L is available in themarket?
(a)Yes , (b)No.
7.Do you have land line connection, if so do you want to continue it?
(a) Yes , (b)No.
8. Whose general P.C.O is best?
(a)B.S.N.L , (b)Others.
9. Do you have computer at home?
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(a)Yes , (b)No.
10. Do you have internet connection?
(a)Yes , (b)No.
11. Which internet connection do you like most?
(a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband
(d)Others.
12. Do you surf net ? Have you visited B.S.N.L sites?
(a)Yes , (b)No.
13. Are you aware of the B.S.N.L services in different field?
(a)Yes , (b)No.
14. On which telecom service do you think that you get overall satisfaction?
(a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel ,
(f)Tata indicom.15. Any other service / facility B.S.N.L should provide?
(a)Yes , (b)No.
PLACE:...............
DATE:............... THANK YOU
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Findings
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 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.
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 of BSNL Tariff Plan.
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