abhiiiiiiiiiiiiiiiiiiii kr singh

8/17/2019 Abhiiiiiiiiiiiiiiiiiiii Kr Singh

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PROJECT REPORT

On

“A Study on Customer Satisfaction forBSNL Product & Services”

FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF

BACHELOR OF BUSINESS ADMNISTRATION

Submitted By:

ABHISHEK KUMAR SINGH

BBA (2016-17)

Enrolment No. 20120676

MANGALAYATAN UNIVERSITY

ALIGARH ,UP

1

http://en.wikipedia.org/wiki/File:BSNL_Logo.svg


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CERTIFICATE

Th! ! to "ert#$ th%t the &ro'e"t or ttle* A Study !n Cu"t!me# S$ti"%$&ti!n

%!# BSNL P#!du&t" ' Se#(i&e" ! % +on%#*e or "%rre* o,t +$ M!.

ABHISHEK KUMAR SINGH Enrolment No.20120676 ,n*er m$ !,&er!on

%n* ,*%n"e. The &ro'e"t re&ort ! !,+mtte* to%r*! the &%rt%l #,l#llment o#

the re/,rement #or the %%r* o# B%"helor o# B,!ne!! A*mn!tr%ton *eree.

No &%rt o# the !%* &ro'e"t or h%! +een !,+mtte* e%rler ether to th!

,ner!t$ or to %n$ other n!tt,ton #or the %%r* o# %n$ *eree or *&lom%. The

orn%l or %! "%rre* *,rn EBURAR 20 2016 to MAR3H 24 2016 n

BSNL, LUC)NO*

N$me ' Si+n$tu#e !% te -$&u.ty /Guide0

5%te*.

1e$n IBM

2


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ACKNOWLEDGEMENT

A or ! neer o# %n n**,%l . It ! more % "om+n%ton o# *e%!

!,e!ton! ree! "ontr+,ton %n* or noln m%n$ #ol! .I t%e the

o&&ort,nt$ to e&re!! m$ r%tt,*e to %ll the "on"erne* &eo&le ho h%e

*re"tl$ or n*re"tl$ 3ontr+,te* to%r*! "om&leton o# th! &ro'e"t . I eten*

m$ !n"ere r%tt,*e to%r*! BSN8 8U3KN9:. #or &ro*n the

o&&ort,nt$ %n* re!o,r"e! to or on th! &ro'e"t .

ABHISHE) )UMAR SINGH

23423565

3


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DECLARATION

I Abi"e7 7um$# "in+ here+$ *e"l%re th%t th! &ro'e"t re&ort

enttle* 8A Study !n Cu"t!me# S$ti"%$&ti!n %!# BSNL P#!du&t" '

Se#(i&e"9, h%! +een "om&lete* +%!e* on %"t,%l !t,*$ "%rre* o,t +$ me n

8B$#$t S$n&$# Ni+$m Limited9

h"h ! re/,re* n the &%rt%l #,l#llment #or the *eree o#

MBAINTBCOM/H0 A##l%te* to m%n%l%$%t%n ,ner!t$ %l%rh

A+h!he ,m%r !nh

23423565

PREFACE

4


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:h%t re%ll$ m%tter!; :hen e"onom" &rore!! #%lter! hen &eo&le lo!!

"on#*en"e n #,n*%ment%l n!tt,ton hen the orl* !eem % rreo"%+l$

"h%ne* +$ %"t! o# !"%m! &eo&le #n* %!n +%!" /,e!ton %+o,t me%nn

&,r&o!e !%#et$ o# the ne!tment. A! m%n%ement !t,*ent! e +en o,r !,mmer

&ro'e"t non B.S.N.8. h%! "ho!en &ro+lem! th%t *e#$ e%!$ !ol,ton! %t +e!t t

ll re/,re !,!t%ne* e##ort! oereten*e* tme &ero* e no ll t%e tme

e %re &%tent! +,t e %l!o *etermne to moe #or%r* %!&rn o# &r%m%t"

o&tm!m h"h me%n! *on o,r +e!t to en!,re th%t n e%"h o# o,r "o,r!e e

%re m%n %n* *on the +e!t "%n *o *ent#$ r%re %n* ho o,r #o",! on the

nee*e* o# o,r reon ther %n* the re%lte! o# o,r tme !o th%t o,r lmte*

re!o,r"e! "%n m%e % *e#eren"e; H%e e the %*e/,%tel$ %!!e!!e* the #,ll

r%ne o# o&ton %n* "ho!en !el$ h"h to em&h%!


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=Eer$ one no! h%t !%t!#%"ton ! ,ntl %!e* to e % *e#nton.

Then t !eem! no+o*$ no!.>

Th! /,ote #rom R"h%r* 8. 9ler re!&e"te* e&ert ? lon-tme

rter ? re!e%r"her on the to&" o# ",!tomer !%t!#%"ton e&re!! the

"h%llene! o# *e#nn th! mo!t +%!" o# ",!tomer "on"e&t!.

S%t!#%"ton ! the "on!,mer >! #,l#llment re!&on!e. It>! % ',*ment

th%t % &ro*,"t or !er"e #e%t,re or the &ro*,"t or !er"e! t!el#

&ro*e! % &le%!,r%+le leel o# "on!,m&ton @rel%te* #,l#llment.

3,!tomer !%t!#%"ton ! n#l,en"e* +$ !&e"#" &ro*,"t or !er"e#e%t,re! &er"e&ton! o# &ro*,"t ? !er"e! /,%lt$ ? &r"e . In

%**ton &er!on%l #%"tor! !,"h %! the ",!tomer>! moo* or emoton%l

!t%te ? !t,%ton%l #%"tor! !,"h %! #%ml$ mem+er o&non! ll %l!o

n#l,en"e !%t!#%"ton.

TABLE OF CONTENT

Ce#ti%i&$te !% te &!m$ny

6


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Ce#ti%i&$te !% te uni(e#"ity

A&7n!;.ed+ement

1e&.$#$ti!n

P#e%$&e

E


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BSNL

INTRODUCTION

BSN8 h"h ! non %! BHARAT SANCHAR NIGAM LIMITE1 !

% !t%te-one* tele"omm,n"%ton "om&%n$ %n* t! he%* o##"e ! Bh%r%t

S%n"h%r Bh%%n H%r!h 3h%n*r% M%th,r 8%ne %n &%th Ne 5elh (110

001 ) In*%. It h%! the !t%t,! o# Mn-r%tn% - % !t%t,! %!!ne* to re&,te* ,+l"

Se"tor "om&%ne! n In*%.

It>! one o# the IN5IA>! ol*e!t ? l%re!t "omm,n"%ton !er"e &ro*er (3S)

th oer 66.FF mllon ",!tomer! %! o# ,ne 2010 %n* the l%re!t l%n* lne

tele&hone &ro*er n In*%. It h%! #oot&rnt! thro,ho,t In*% e"e&t #or the

metro&olt%n "te! o# M,m+% %n* Ne 5elh h"h %re m%n%e* +$ MTN8.

8

http://en.wikipedia.org/wiki/State-ownedhttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/Land_linehttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/File:BSNL_Logo.svghttp://en.wikipedia.org/wiki/State-ownedhttp://en.wikipedia.org/wiki/Telecommunicationhttp://en.wikipedia.org/wiki/New_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Cellular_phonehttp://en.wikipedia.org/wiki/Land_linehttp://en.wikipedia.org/wiki/Mumbaihttp://en.wikipedia.org/wiki/New_Delhi


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No BSN8 h%! %l!o entere* n mo+le "omm,n"%ton. BSN8 h%! %ll the ne

!er"e! !en* te"hnolo"%l %*%nt%e! h"h %re %%l%+le th %n$ ell

*eelo&e* Tele"om netor %n$here el!e n the "o,ntr$. BSN8 !

ntro*,"n l%te!t te"hnoloe! %n* ne !er"e! le I-NET INTERNET IS5N

(INTEGRATE5 SERI3ES 5IGITA8 NET:9RK) IN (INTE88IGENT

NET:9RK) GSM %n* :88 (:IRE8ESS IN 893A8 899) G !er"e!

et".

,ll "re*t #or %ll %+oe %"heement oe! to the o##"er! %n* !t%## o# the BSN8.

The %*mn!tr%ton ! #,ll$ %%re o# the "h%llene! l$n %he%* %n* /,te

"ommtte* to &ro*e the l%te!t %n* +e!t tele"om !er"e! +$ ther "ontn,e*

!,&&ort %n* %"te "o-o&er%ton .

BSN8 h%! oo* +r%n* %%rene!! %mon the &eo&le. The "om&%n$ o##er! *e

r%nn ? mo!t tr%n!&%rent t%r## !"heme! *e!ne* to !,te eer$ ",!tomer.

In to*%$>! "om&ette orl* BSN8 h%! to &ro*e e"ellent !er"e! to %tt%n

% m%'or m%ret !h%re %n* ee& ther 3,!tomer! !%t!#e* n %ll %!&e"t!.

Th! tr%nn re&ort ! ,!e#,l #or BSN8 to ,n*er!t%n* the e&e"t%ton! %n*

re/,rement! o# 3,!tomer! %n* "%n !ere them n % +etter %$.

COMPANY PROFILE

It>! #o,n*e* n 9"to+er 2000. It! 7th l%re!t tele"omm,n"%ton "om&%n$ n

orl* h"h &ro*n "om&rehen!e r%ne o# tele"om !er"e! n In*%. S,"h

%!-:re lne 35MA M+. GSM M+. Internet Bro%*+%n* G IN !er"e! et".9


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re!entl$ t! one o# the l%re!t %n* le%*n &,+l" !e"tor ,nt n IN5IA. It h%!

n!t%lle* /,%lt$ tele"om netor n the "o,ntr$ %n* no #o",!n on m&ron

t e&%n*n the netor %n* ntro*,"n ne tele"om !er"e! th I3T

%&&l"%ton! n ll%e! %n* nnn ",!tomer>! "on#*en"e.

To*%$ BSN8 ! the No. 1 tele"omm,n"%ton "om&%n$ %n* the l%re!t &,+l"

!e"tor ,n*ert%n o# In*% %n* t! re!&on!+lte! n"l,*e! m&roement o# the

%lre%*$ m&e""%+le /,%lt$ o# tele"om !er"e! e&%n!on o# tele"om !er"e! n

%ll ll%e! %n* n!tlln "on#*en"e %mon t! ",!tomer!.

BSN8 "ell,l%r !er"e ? 3ell 9ne h%! 1402F2 2G "ell,l%r ",!tomer!

%n* ==,>?@ @G ",!tomer! %! on 0.11.200.

In +%!" !er"e! BSN8 ! mle! %he%* o# t! r%l! th @4 mi..i!n B$"i&

P!ne "ub"ibe#" .e. F &er "ent !h%re o# the !,+!"r+er +%!e %n* 2 &er"ent

!h%re n reen,e term!.

BSN8 h%! more th%n 2. mllon :88 !,+!"r+er! %n* 2. mllon Internet

3,!tomer! ho %""e!! Internet thro,h %ro,! mo*e!


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To*%$ t h%! %+o,t 46 mllon lne +%!" tele&hone "%&%"t$ F mllon :88

"%&%"t$ 2 mllon GSM "%&%"t$ more th%n F02 #e* e"h%ne!

m"ro%e netor "onne"tn 602 *!tr"t! 70 "te! ton! %n* .6 l%h

ll%e!.

BSN8 h%! oo* +r%n* %%rene!! %mon the &eo&le. Th! "o,l* +e %ttr+,te* to

t! lon h!tor$ n the m%ret %n* "ontn,e* !,&&ort #rom the Goernment.

In to*%$>! "om&ette orl* BSN8 h%! to &ro*e e"ellent !er"e! to %tt%n

% m%'or m%ret !h%re %n* ee& ther 3,!tomer! !%t!#e* n %ll %!&e"t!.

Item St$tu" $" !n 22322345

o&,l%ton (n 8%"! %! &er 2001 "en!,!) 0.6

Are% (n S/. Km.) 624FL

8o S%+h% 3on!tt,en"e! 24

Se"on*%r$ St"hn Are% (SSA) 16

Short 5!t%n"e 3h%rn Are% (S53A) 64

Reen,e 5!tr"t! 20

Teh!l! F7

Blo"! 20F

Reen,e ll%e! 2604

MISSION

11


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• To &ro*e orl* "l%!! !t%te-o#-%rt te"hnolo$ tele"om !er"e! on

*em%n* %t %##or*%+le &r"e.

• To &ro*e orl* "l%!! tele"om n#r%!tr,"t,re to *eelo& "o,ntr$>!

e"onom$.

CHAPTER II

12


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COMPANY

ANALYSIS

SWOT ANALYSIS

13


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The #ollon *%r%m !ho! ho % S:9T %n%l$!! #t! nto %n enronment%l

!"%n

S*OT An$.y"i" -#$me;!#7 En(i#!nment$. S&$n

Inte#n$. An$.y"i"

• Strenth!

14


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• :e%ne!!e!

E


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*e$7ne""

The %+!en"e o# "ert%n !trenth! m%$ +e ee* %! % e%ne!!. or e%m&le

e%"h o# the #ollon m%$ +e "on!*ere* e%ne!!e!

• 9er !t%##n.

• oor 3,!tomer 3%re.

• 8e%"$ Te"hnolo$.

• Im&ro&er &l%nnn #or te%m or.

• ol"e! on"e m%*e %re not re!e*.

• 5emot%tn &romoton &ol"$.

• Short%e o# !ll!.

O!#tunitie"

The etern%l enronment%l %n%l$!! m%$ ree%l "ert%n ne o&&ort,nte! #or

&ro#t %n* roth. Some e%m&le! o# !,"h o&&ort,nte! n"l,*e

• 3ell,l%r.

• 8mte* mo+lt$.

• Internet.

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T#e$t

3h%ne! n the etern%l enronment%l %l!o m%$ &re!ent thre%t! to the #rm.

Some e%m&le! o# !,"h thre%t! n"l,*e

• Rel%n"e ? other &r%te +%!" o&er%tor!.

• Te"hnolo$ !,&&le! %re +e"omn "om&ete th the o&enn o# the

In*%n e"onom$.

• Sh#t! n "on!,mer t%!te! %%$ #rom the #rm! &ro*,"t!

• Emeren"e o# !,+!tt,te &ro*,"t!

• Ne re,l%ton!

17


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CHAPTER, I V

DATA

ANALYSIS)

FINDINGS

DATA ANALYSIS 18


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1O YOU HAVE MOBILE CONNECTION

Re!&on!e n O

-IN1ING: Mo!t o# the re!&on*ent! h%e mo+le "onne"ton

I- YES THEN *HICH SERVICE PROVI1ER I- NO THEN *HICH

CONNECTION YOU PRE-ER TO BUY

19

RES9NSE ER3ENTAGE

ES 72

N9 2F

RES9NSE ER3ENTAGE

ES 72

N9 2F


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-IN1ING: Mo!t o# the re!&on*ent! o,l* &re#er to h%e &re&%*"onne"ton.

20

RES9NSE ER3ENTAGE

REAI5 70

9STAI5 0

RESPONSE (IN


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ARE YOU SATIS-IE1 *ITH YOUR PRESENT MOBILE CONNECTION

-IN1ING: Mo!t o# the re!&on*ent! %re !%t!#e* th ther &re!ent mo+le"onne"ton

21

RES9NSE ER3ENTAGE

ES 6

N9

RESPONSE (IN %)


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ARE YOU A*ARE O- BSNL MOBILE

-IN1ING: Mo!t o# the re!&on*ent! %re %%re o# BSN8

22

RES9NSE ER3ENTAGE

ES

N9 1

RESPONSE (IN %)


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I- YES THEN HO* *OUL1 YOU PERCEIVE THE SERVICE DUALITY O- BSNL

MOBILE SERVICES

-IN1ING: Aro,n* 40O re!&on*ent! "on!*er the !er"e o# BSN8 +etterth%n %n$ other.

23

RESPONSEPERCENTAGE

ER G995 10

G995

BETTER 40

BA5 1

RESPONSE (IN %)


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*OUL1 YOU RECOMMEN1 BSNL TO YOUR -RIEN1S OR COLLEAGUES

-IN1ING: M%m,m re!&on*ent! ll re"ommen* BSN8 to ther #ren*!

24

RESPONSE PERCENTAGE

ES 4

N9 2

3AN>T SA 2

RESPONSE (IN %)


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ARE YOU CON-I1ENT THAT THEY *ILL CONTINUE THEIR SERVICE IN THE

COMING YEAR

-IN1ING: A+o,t O re!&on*ent! %re !,re th%t BSN8 ll "ontn,e t!mo+le !er"e! net $e%r %! ell.

25

RESPONSE PERCENTAGE

ES

N9 4

RESPONSE (IN %)


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HO* 1O YOU -IN1 THE BSNL NET*OR) *ITH IN LUC)NO*

-IN1ING: 0O re!&on*ent! #n* the netorn o# BSN8 %er%e

1I1 YOU COMMUNICATE OR 1ISCUSS YOUR PROBLEM *ITH BSNL

26

RESPONSE NO O-

RESPON1ENTS

G995 0

AERAGE 0

99R 20

RESPONSE (IN %)


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-IN1ING: Mo!t o# the re!&on*ent! "omm,n"%te ther &ro+lem! to BSN83,!tomer "%re "enter!.

27

RES9NSE ER3ENTAGE

ES 70

N9 0

RESPONSE (IN


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*OUL1 YOU LI)E TO BUY BSNL CONNECTION INSPITE O- OTHER

CONNECTIONS

-IN1ING: ES m%n$ &eo&le %re lln to +,$ BSN8 "onne"ton!.

28

RESPONSE PERCENTAGE

ES 4

N9

3AN>T SA 20

RESPONSE (IN %)


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ARE YOU SATIS-IE1 *ITH CALL CHARGES O- BSNL MOBILE

/LOCALST1IS10

-IN1ING: H%l# o# the re!&on*ent! %re !%t!#e* th the t%r## &l%n o# BSN8

29

RESPONSE PERCENTAGE

SATISIE5 0

N9T SATISIE5 20

3AN>T SA 0

RESPONSE (IN %)


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CHAPTER,

VCONCLUSIONA#ter *on the !,re$ %n%l$!! I "%n "on"l,*e the &ro'e"t +$ !%$n th%t the

+!nl !er"e! %re oo* e&e"t !ome %re%! %re netor! %re not orn

&ro&erl$.There %re !o m%n$ &ro*,"t ? !er"e! .

A+o,t FO ",!tomer! %re !%t!#e* th the &ro*,"t %n* !er"e! o#

BSN8 %n* the$ thn th%t t>! the +e!t tele"om !er"e %mon %ll tele"om

!er"e!.

3,!tomer! %nt to lttle "h%ne n the netor n#r%!tr,"t,re to m%e t +etter.

Tr%n!#orm%ton ! m,!t #or eer$one %t eer$ !t%e o# l#eP "om&%n$

!ho,l* tr$ to nent ne te"hn/,e! %n* to *er!#$ t! +,!ne!! to%r*!

BSN8. %l!o !o %! to +e the no.1 &l%$er n the!e m%ret!. The /,%lt$ o#

the "on"rete ! %&&re"%te* eer$here +,t *,e to !ome "on!tr%nt!

o&tm,m re!,lt! %re not "omn. M%retn ? Goo* &romoton ! %

+%"+one o# %n$ &ro*,"t! l#e "$"le. I# the &ro*,"t ! not m%rete*

&ro&erl$ th%n t ll *e#ntel$ on to !,##er %n* mht +e %n!h +e#ore

t! %"t,%l %e.

CHAPTER, V I 30


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RECOMMENDATION

)

SUGGESTIONS

RECOMMEN1ATIONS

31


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9n the +%!! o# #n*n! n th! re!e%r"h % #e !,e!ton! %re m%*e to the BSN8

%! t +e"ome m&ort%nt #or the "om&%n$ to ree t! %&&ro%"h th re#eren"e to

the ne t%ret!.

1. A! #%r %! m$ re!e%r"h ! "on"erne* I thn BSN8 !ho,l* loer the t%r##!

to %ttr%"t more ",!tomer! le other !er"e &ro*er.

2. BSN8 !ho,l* ntro*,"e %ro,! &romoton%l !"heme! #or loner

*,r%ton!.

. 5eelo& ne !tr%tee! %n* !er"e! #or enh%n"n t! m%e %mon

",!tomer!.

4. BSN8 !ho,l* een m&roe t! netorn to meet the "om&etton

o##ere* +$ the other "om&%ne!.

. The "om&%n$ !ho,l* *eelo& &er!on%l rel%ton! th the !,+!"r+er!.

6. BSN8 !ho,l* o #or eten!e "on!,mer !,re$ #or eer$ ne &ro*,"t

l%,n"hn.

7. A#ter !%le! !er"e nee*! to +e m&roe* n %lmo!t eer$ reon.

SUGGESTIONS

32


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• BSN8 !ho,l* ,!e the mot%te %&&ro%"h to #,l#ll the ",!tomer nee*! %n*

%nt!.

• The "om&%n$ !ho,l* tr$ to &ro*e +etter m%retn !tr%tee!.

• rm !ho,l* m%e ther !tr%te! !tron.

• Tr$ to m&roe the !t%## +eh%or.

• A&&l$ ne m%retn !tr%tee

33


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CHAPTER, VII

LIMITATIONS 1. T%n ,& !t,*$ o# th! n%t,re the m%'or lmt%ton %! re!e%r"h &ro'e"t *,r%ton

h"h h%! t! +e%rn on the o,t"ome o# !t,*$.

2. Unllnne!! on the &%rt o# #e ",!tomer! to *!"lo!e the n#orm%ton %! &er the

/,e!tonn%re.

. In#orm%ton &ro*e* +$ the re!&on*ent! mht +e +%!e* n !ome "%!e %! the$

mht h%e +een n#l,en"e* +$ % &%rt",l%r +r%n*.

4. n%n"%l "on!tr%nt! %l!o "%,!e "ert%n &ro+lem! n the re!e%r"h.

. At !ome &l%"e *,e to %+!en"e o# ",!tomer "%re "enterP *##",lt$ %! #%"e* n

o+t%nn "om&lete n#orm%ton.


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BIBLIOGRAPHY

BOO)S AUTHOR

M%retn M%n%ement hl& Kotl%r

Re!e%r"h Metho*olo$ 3.R Koth%r

M%retn Re!e%r"h 5.5Sh%rm%

:e+!te!.+!nl."o.n.

.,&+!nl."o.n

http://www.bsnl.co.in/http://www.upwbsnl.co.in/http://www.bsnl.co.in/http://www.upwbsnl.co.in/


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DUESTIONNAIRE

4*$t i" y!u# A+e %. Beteen 20-0

+. Beteen 1-". Beteen 6-40

*. Beteen 41-0e. A+oe 0

2 *i& !% te"e be"t de"ibe" y!u# !b

%. M%n%er%l

+. ro#e!!on%l

". 3ler"%l

*. M%n,%l :orer

e. St,*ent

#. Retre*

. Ar",lt,re

@ Unde# ;i& &$te+!#y y!u be.!n+ t! #e+$#din+ y!u# M!nt.y In&!me

%. Belo 000 +. Beteen 000-10000". Beteen 10000-1000

*. Beteen 1000-2000e. A+oe 2000.

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