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www.final-yearproject.com | www.troubleshoot4free.com/fyp/

A STUDY ON

CUSTOMER SATISFACTION FOR MTNL

PRODUCTS AND SERVICES AND ITS

ROLE IN BUILDING BRAND EQUITY

FOR THE COMPANY

Submitted to

Ms. Ratika Malhotra

Submitted by:

Name of the student Tarun verma

Enrollment No. 01920601809

Course BBA(B&I) Ist Shift
http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/

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PREFACE

This report deals with organizations activities related toorganizational appraisal. It includes methods, pastexperiences, board of directors of organizations, etc.Subject matter of this report has been elaborated withsimple words and lucid. Tables, charts, figure have beengiven to facilitate understanding. Thus the have left nostone unturned to make this work useless, wasteful and

valueless. I gave my complete effort to make it valuable,useful and enrich it with my views so that it give completesense and benefit to readers

Tarun Verma

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CERTIFICATE

This to certify that TARUN VERMA is a bonafide studentof this institute perusing B.B.A.(B&I) fulltime program ofthree years duration which is in affiliation with GGSIPU.

And has undertaken a minor project on OrganizationalAppraisal in partial fulfillment of B.B.A.(B&I) degree asrequired under the rules of the University.

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ACKNOWLEDGEMENT

With an over whelming sense of gratitude I acknowledge

the valuable guidelines and consistent and encouragementextended to me by our knowledge faculty members withwhose guidance I am able to accomplish this Endeavour.When where technical acumen and years of experiencehave provided me with crucial inputs at critical stage.I am especially indebted to Trinity Institute of ProfessionalStudies to provide all the necessary materials which help

me in accomplishing the task assignment.I also want to thank my project guide Mrs. Smriti Dua whoencouraged and motivated me to work on this project.

TARUN VERMA

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EXECUTIVE SUMMARY

MTNL was set up on 1st April, 1986 by the Government of India to upgrade the quality

of telecom services, expand the telecom network, and introduce new services and to raiserevenue for telecom development needs of Indias key metros. Delhi, the political capital

and Mumbai, the business capital of India. In the past 20 years, the company has taken

rapid strides to emerge as Indias leading and one of Asias largest telecom operating

companies. Besides having a strong financial base, MTNL has achieved a customer base

of 5.92 million as on 31st March 2006.

The company has also been in the forefront of technology induction by converting 100%

of its telephone exchange network into the state-of-the-art digital mode.

The Govt. of India currently holds 56.25% stake in the company

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.

MTNL 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, MTNL 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 MTNL to understand the expectations and requirements

of Customers and can serve them in a better way.

The researcher has done an internship project at MTNL, Delhi in pursuance of

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

products.

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The samples of 250 respondents from among the universe of MTNL users at Rohini,

Pitampura and saraswati vihar were selected at random to conduct the study. The MTNL

staffs who were contacted to learn about the various MTNL packages and policies were

also the primary source of data.

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

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

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

opinion of the respondents.

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

Management in knowing about the Customers Satisfaction, Customer Perception,

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

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

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Table of Contents

S. No. Topic Page No.

I Certificate ( i )

II Acknowledgement ( ii )

III Executive Summary ( iii )

IV Chapter 1: Introduction (1)

1.1 Conceptual Background (2 10)

1.2 Company Profile (11 - 14)

V Chapter 2: Background (15)

2.1 Statement of problem (16)

2.2 Data Collection (17)

VI Chapter 3: Research Methodology (18)

3.1 Statistics (19-26)

3.2 Analysis of Brand Perf. (27)

VII Chapter 4: Data Analysis &

Findings

(20)

VIII Chapter 5: Conclusions &

Suggestions & Limitations

(36)

IX Chapter 6: Bibliography

X Comments

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CHAPTER 1

INTRODUCTION

1.1 CONCEPTUAL BACKGROUND

When we talk about customer service and/or satisfaction, we talk about creativity.Creativity allows us to handle or diffuse problems at hand or later on

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in the process of conducting the everyday business. We talk about how, orrather what, does the organization have to do to gain not only the sale butalso the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customerswant. We want to know if our customers are satisfied. Satisfaction,

of course, means that what we delivered to a customer met the customersapproval. We want to know if customers are delighted and willing to come back, and so on. Fleiss2 and Feldman3 present examples of that delightfulnessin their writings. Fleiss has written about Ben and Jerrys ice cream andFeldman has discussed excellence in a cab ride.As important as delightfulness is, some of us minimize it, or even totallydisregard it. At this point, we fail.

Some of the issues that will guarantee failure in sales, satisfaction, and

loyalty are:

Employees must adhere to a rigid chain of command

Employees are closely supervised

Conflictin whatever formis not allowed

Rewards are based on carrot-and-stick principles

Wrong objectives are measured

However, we increase our chance of success if we allow employees to take

personal responsibility for their actions in the areas of communication,

performance, and customer satisfaction. How can we sensitize our employees

to these issues?

First, we must identify how we define the customer.Customer Service and SatisfactionSecond, we must understand customer expectation levels concerning quality.Third, we must understand the strategy for customer service quality, andFourth, we must understand the measurement and feedback cycles of customersatisfaction.

The customer is the person or unit receiving the output of a process on

the system. In fact, it is worth emphasizing that a customer can be the

immediate, intermediate, or ultimate customer. Also, a customer may be a

person or persons, or a process or processes.

Customer satisfaction, however, is when the customer is satisfied with a

product/service that meets the customers needs, wants, and expectations.To further understand customer satisfaction, we must take a deeper look

at the levels of specific satisfaction. We must also recognize that there are

levels of customer satisfaction that, in a sense, define the basic ingredients

of quality.

There are at least three levels of customer expectations about

quality:

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Level 1. Expectations are very simple and take the form of

assumptions, must have, or take it for granted. For example, I expect

the airline to be able to take off, fly to my destination, and land

safely. I expect to get the correct blood for my blood transfusion.

And I expect the bank to deposit my money to my account

and to keep a correct tally for me.

Level 2. Expectations are a step higher than that of level 1 andthey require some form of satis faction through meeting therequirements and/or specifications. For example, I expect to be

treated courteously by all airline personnel. I went to the hospital

expecting to have my hernia repaired, to be in some pain

after it was done, to be out on the same day, and to receive a correct

bill. And I went to the bank expecting the bank teller to be

friendly, informative, and helpful with my transactions.

Level 3. Expectations are much higher than for levels 1 and 2.

Level 3 requires some kind of delightfulness or a service that is so

good that it attracts me to it. For example, an airline gives passengers

traveling coach class the same superior food service that

other airlines provide only for first-class passengers. In fact, I

once took a flight where the flight attendants actually baked

cookies for us right there on the plane. When I went to the hospital,

I expected staff to treat me with respect and they carefully

explained things to me. But I was surprised when they called

me at home the next day to find out how I was doing. And at myhouse closing, the bank officer, representing the bank holding

my mortgage, not only treated me with respect and answered all

my questions about my new mortgage, but just before we shook

hands to close the deal, he gave me a housewarming gift.

Customer Service and Satisfaction 3

The strategy issue is also a very important element of customer satisfaction,

primarily because it sets the tone for the appropriate training,

behavior, and delivery of the specific service.

There are four items that

the strategy for service quality ought to address:

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1. Customer service attributes: The delivery of the service must be timely, accurate,with concern, and with courtesy. One may ask why are these elements important? Theanswer is that all services are intangible and

are a function of perception. As such, they depend on interpretation.

In addition and perhaps more importantly, service by definition is perishable

and if left unattended, it can spoil on the organization.The acronym COMFORT can be used to signify the importance of

service. COMFORT is caring, observant, mindful, friendly, obliging,responsible, and tactful. These characteristics are the most basic attributes

of customer service and without them, there cannot be a true service

of any kind. They all depend on interpersonal skills, communication,

empowerment, knowledge, sensitivity, understanding, and some

kind of external behavior.

For example, caring will show that, indeed, you are interested in what

the customer will have to say. You may spend time with a customer to

find out the customers real needs, wants, and expectations. It is not

unusual to tell a customer that you may not be able to help, even at the

expense of losing the sale. Furthermore, you may go as far as suggesting

the services of someone else or some other company.

You must be observant. In most cases when dealing with service-related

items, observations may contribute more to satisfying the customer

than direct communication. Pay attention to body language and mannerisms

and, if necessary, listen between the lines. Always try to be a step

ahead of the customer. Anticipate the customers action. Actively listen

for what the customer is communicating, but alsoand, perhaps, more

importantlylisten for what the customer is not communicating.

You must be mindful. Remember that you and your organization existto satisfy the customer. Without the customers need, you do not have a

job and the organization does not have a service to provide. The

customer has a choice and, as such, if you or the organization does not

recognize the urgency, sensitivity, uniqueness, expectations, and influence

that the customer has, you will not be successful in satisfying the

customer.

You must be friendly. Friendliness does not mean being a pest. Offer

guidance and information, and let the customer know you are there to

help. If necessary, provide feedback to assist the customer in making

a decision. If you do provide feedback, be truthful. For example, in aretail clothing store, someone walks into your store, walks around, picks

up some clothing, and tries it on. As a salesperson, you may advise the

customer about fit and answer any questions that the customer may

have.

You must be obliging. Patience is the key word to customer satisfaction.

Sometimes customers do not know what they want. They are making

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up their minds as they go along. You are serving as the guinea pig

for their decision. As such, accommodating them may make the difference

between a satisfied and an unsatisfied customer, or the difference

between a sale and a walkout. When obliging the customer, do not hesitate

to educate the customer as well.

You must be responsible. You are the expert. The customer is lookingto you to provide the appropriate information in a clear, concise, and

easy-to-understand manner. Dont try to make the sale at all costs. This

may backfire. What you are trying to accomplish is to develop a relationship

where your expertise can indeed help the customer.

You must be tactful. In any service organization, and in any service

delivery, there are going to be problems between you and the customer.

Do not panic. Tactfulness is the process by which the conflict may be

resolved. Your focus is to satisfy the customer and, as such, you should

try to identify the problem, analyze it, and then resolve it in the most

expedient way.Being tactful does not mean that you have to give in to the customer

all the time. What it does mean is that you act in a composed, professional

manner and communicate to the customer in a way that is not

threatening or demeaning. Being tactful means you are willing to listen

and exchange information with the intention of resolving the conflict.

It means you have a way of presenting the facts and information in a

nice and no intimidating way. It means listening patiently, thinking

before speaking, and listening to what the customer says without

interruptions.

Notice that cost is not an attribute that will make or break service

and/or satisfaction. In service especially, cost is equated with value.

That is not to suggest that high cost is prerequisite to good service or

vice versa. We simply suggest that one must continue to generate more

value for the customer but not give away the house. It is indeed a very

delicate balance.

2. Approach for service quality improvement: The basic question one must be

able to answer is why bother with service quality? The answer is in a three prong

approach. The first is cost, the second is time to implement the

program, and the third is the customer service impact. Together, they

present a nucleus for understanding and implementing the system thatis responsive to both customers and organization for optimum satisfaction.

For example, the Japanese are working on the notion of sensuous

cars. Basically, the car itself gives you a kind of delight and surprise just

opening the door, hearing the sound, pressing the accelerator.

Everything is being thought through now, almost emotionally.

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3. Develop feedback systems for customer service quality: The feedback system onechooses will make or break the organization. Make sure not to mixthe focus of customer satisfaction and marketing. They are not the

same. The focus of customer service and satisfaction is to build loyalty,

and the focus of marketing is to meet the needs of the customer profitably.

Another way of saying it is that marketings function is to generatecustomer value profitably, whereas the purpose of customer service

and satisfaction is to generate repeatability, recognition, and overall satisfaction

of the transaction.

The concern here is to make sure that a goal exists (a reporting system

for measurement is appropriate and useful for the particular service)

and to reach the reward of service quality. The question then

becomes how to develop a system that is responsive to the customers

needs, wants, and expectations. To answer these concerns, look to the

customer for answers.

The value of the information must be focused in at least the following areas:

To know what customers are thinking about you, your service, and

your competitors

To measure and improve your performance

To turn your strongest areas into market differentiators

To turn weaknesses into developmental opportunitiesbefore someone

else does

To develop internal communications tools to let everyone know how

they are doing

To demonstrate your commitment to quality and your customers

In essence your measurement for the feedback must be of two distinctkinds:

1. Customer satisfaction, which is dependent upon the transaction

2. Service quality, which is dependent upon the actual relationship

3.Implementation. Perhaps the most important strategy is that of implementation.

As part of the implementation process, management must

define the scope of the service quality as well as the level of customer

service as part of the organizations policy. Furthermore, they must also

define the plan of implementation. The plan should include the time

schedule, task assignment, and reporting cycle

NEED FOR CUSTOMER SATISFACTION

The need to determine customer satisfaction will vary somewhat by the competitive

circumstances of a given industry. In intense consumer-focused activities, measuring

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customer satisfaction is critical. But every company in every industry can benefit by

examining the needs of their customers. Some of the areas where improvement may be

expected include:

Better determination of customer uses and needs.

Identification of problems with customer services.

A sharper focus on areas having the greatest need for improvement.

Gaining insight for new products and/or service offerings

MARKETING MANAGEMENT

DEFINATION:

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Marketing management is the practical application of marketing

techniques. It is the analysis, planning, implementation, and control of programs designed

to create, build, and maintain mutually beneficial exchanges with target markets. The

marketing manager has the task of influencing the level, timing, and composition of

demand in way that will achieve organizational objectives

BRAND EQUITY

What is brand equity?

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

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

brand assets (or liabilities) linked to a brands name and symbol that add to (or subtract

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from) a product or service. These assets can be grouped into four dimensions: brand

awareness, perceived quality, brand associations, and brand loyalty. These four

dimensions guide brand development, management and measurement.

Brand awareness:

Brand awareness is an often undervalued asset; however,

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

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

The Intel Inside campaign has dramatically transferred awareness into perceptions of

technological superiority and market acceptance.

Perceived quality:

Perceived quality is a special type of association, partly

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

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

Brand associations:

Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational

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

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

associations to the brand.

Brand loyalty:

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.

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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 thecustomer is to stop buying from the firm.

1.2 COMPANY PROFILE

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was christened Mahanagar Telephone Nigam

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Limited (MTNL). Today, MTNL is the No. 1 Telecommunications Company and the

largest Public Sector Undertaking of India with authorized share capital of $ 3977 million

and net worth of $ 14.32 billion. It has a network of over 45 million lines covering 5000

towns with over 35 million telephone connections.

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

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

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

data customers ,MTNL 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.

MTNL has managed to shoulder these responsibilities remarkably and deftly. Today with

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

management & surveillance system (NMSS) to control telecom traffic and over 4,00,000

route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the

world of connectivity. Along with its vast customer base, MTNL's financial and asset

bases too are vast and strong.

Consider the figures, as they speak volumes on MTNLs standing:

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

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

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

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

India for a bright future. Today, MTNL is most trusted Telecom Brand of India

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HISTORICAL EVENTS

1911 Establishment of Delhi telephones system with manual exchange

1926 Opening its 1st automatic exchange (Lothian exchange).

1937 Opening of Connaught Place exchange.

1945 First Manual Trunk exchange opened.

1950 Opening of Cantt exchange

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1953 Tiz Hazari Exchange (Lothian exchange ceased working) commissioned.

1955 Secretariat exchange commissioned

1958 Karol bagh exchange (5X5) commissioned.

1961 Jor bagh exchange (5X5) commissioned.1961 Shahadara exchange (5X5) commissioned.

1962 Opening of First STC service to Agra

1963 Delhi Gate (27) exchange commissioned.

1964 Delhi telephone crosses 50,000 lines

1966 Opening of exchanges at Nangloi, Narela, Najafgarh, Bahadurgarh and Ballabgarh.

1967 Rajpath (38) exchange commissioned.

1968 1st X- Bar exchange (KB58) commissioned. X- Bar exchange (JB62) commissioned.

1969 Trunk automatic exchange (TAX) commissioned.

1970 Okhla X-Bar exchange commissioned.

1972 Opening of Idgah I (51) Strowger exchange.

1972 X- Bar (31) Janpath I exchange commissioned. Delhi telephones crossed 1 lac lines.

1973 Opening of X- Bar (67) Chanakya Puri exchange.

HISTORICAL EVENTS

1975 X- Bar Janpath IV (34) exchange commissioned. X- Bar Shahdara East (20) exchangecommissioned.

1976 Shakti Nagar (74) exchange commissioned. Idgah II (52) X Bar exchangeinaugurated by Mr. Fakhuriddin Ali Ahmed, President of India, on 28.08.76 and presidedover by Mr. S.D. Sharma (Minister of communication) .Opening of Hauz Khas (65) X- Bar exchange on 18.10.76. It was inaugurated by Mr.S.D. Sharma (Minister of communication)

1977 Opening of STD Service to Indore and Ambala on 05.10.77 by Mr. Brij Lal Verma(Minister of communication)

1978 Opening of Rajouri Garden I (59) X- Bar exchange in Feb. 78Opening of Hauz khas II (66) X- Bar exchange on 15.02.78 by Mr. Brij Lal Verma(Minister of communication)Opening of Janpath V (35) X-Bar exchange.

1986 Creation of Mahanagar Telephones Nigam Limited

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1986 First digital exchange word technology brought to India.

1987 Large scale Introduction of push button telephone made dialing easier.

1988 Phone plus services multiplied benefits to telephone users.

1992 Voice mail service introduced.1996 ISDN services introduced.

1997 Wireless in Local loop introduced.

1999 Internet services introduced.

2000 Millennium Telecom Limited, a wholly owned subsidiary of MTNL is born.

2001 Launched GSM Cellular Mobile service under the brand name DOLPHINLaunched WLL mobile services under the brand name GARUDAThe company listed at New York Stock Exchange (NYSE).

2002 Launched pre-paid GSM Mobile services under the brand name TRUMP. Email onPSTN lines introduced under the brand name mtnlmail

2003 Introduced CDMA 1x 2000 Technology under the brand name Garuda 1-x. Introducedpilot project of ADSL based broadband services.

2004 Expanded GSM & CDMA capacity by 800,000 lines each( total 1.6 million linesexpanded) STD/ISD rates slashed by almost 60%

2005 Leading market in GSM customer additions. Launched broadband services under brandname TRI BAND. Floated tender for 1 million 3G GSM lines.

CHAPTER 2

BACKGROUND

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2.1 STATEMENT OF PROBLEM

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

Satisfaction level of various Landlines and Mobile Services in New Delhi, research

titled A STUDY ON CUSTOMER SATISFACTION FOR MTNL PRODUCTS

AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE

COMPANY has been conducted.

2.2 PURPOSE OF THE STUDY

Besides measuring Customer Satisfaction, it was important to understand the following

crucial aspects related to:

Customer

Customers recommendations

Their experience

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Feedback on maintenance charge.

Employees

Handling of complaint calls.

Response time.

Knowledge of the employees (Personal bankers and tellers).

Repeat calls encounter

2.3 OBJECTIVES

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

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

line Services.

To analyze the Customer opinion and satisfaction with specific reference to

MTNL.

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

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

about brand equity.

To learn about the brand attributes and their preferences in MTNL

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CHAPTER 3

RESEARCH

METHODOLGY

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DATA SOURCE:

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

Secondary data has been collected from Internet.

RESEARCH APPROACH: Primary data have been collected through surveys. Personal

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

done through the use of structured questionnaire.

SAMPLING:

Convenient Sampling method has been adopted for this study.

Researcher has taken respondents from Rohini, Pitampura and Saraswati vihar for

this study.

The researcher has chosen 145 from Rohini, 56 from Pitampura and 47 from

Saraswati Vihar.

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

elicit responses for the following areas:

i. Location.

ii. Age.

iii. Occupation.

iv. Monthly Income.

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v. Mobile Usage.

vi. Mobile service Usage

CHAPTER 4DATA ANALYSIS

& FINDINGS

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PROFILE OF THE SAMPLE RESPONDENTS

LOCATION

Frequency Percent Valid

percent

Cumulative

percent

Valid ROHINI 145 58.0 58.0 58.0

PITAMPURA 57 22.8 22.8 80.8

SARASWATIVIHAR

48 19.2 19.2 100.00

Total 250 100.00 100.00

CHART : 1

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AGE


percent

Cumulative

percent

Valid Bet 20-30 51 20.4 20.4 20.4Bet 31-35 100 40.0 40.0 60.4

Bet 36-40 46 18.4 18.4 78.8

Bet 41-50 33 13.2 13.2 92.0

Above 50 20 8.0 8.0 100.0

Total 250 100.0 100.0

25

50

20.4

40

18.4

13.2

8

INFERENCE:

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

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CHART : 2

OCCUPATION

Frequency Percent Validpercent

Cumulativepercent

Valid Managerial 113 45.2 45.2 45.2

Business 85 34.0 34.0 79.2

Clerical 24 9.6 9.6 88.8

Worker 17 6.8 6.8 95.6

Student 07 2.8 2.8 98.4

Retired 02 0.8 0.8 99.2

Agriculture 01 0.4 0.4 99.6

Professional 01 0.4 0.4 100.0

Total 250 100.0 100.0

10

20

30

40

50

45.2

34

9.6

INFERENCE:

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

CHART: 3

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MONTHLY INCOME

1. Valid 245

2. Missing 5

Frequency Percent Cumulative

percent

Valid Below 5000 27 10.8 11.0

Bet 5000-10000 132 52.8 64.9

Bet 10000-15000 62 24.8 90.2

Bet 15000-25000 11 4.4 94.7

Above 25000 13 5.2 100.0

Total 245 98.0

Missing System 5 2.0

Total 250 100.0

12

24

36

48

60

10.8

52.8

24.8

INFERENCE:

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

CHART: 4

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MOBILE USE


percent

Cumulative

percent

Valid Yes 183 73.2 73.2 73.2

No 67 26.8 26.8 100.0

Total 250 100.0 100.0

16

32

48

64

8073.2

26.8

INFERENCE:

From the below Table, it is inferred that majority of the respondents (73.2%) wereusing Mobile phones while (26.8%) were not using Mobile phones

CHART: 5

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LANDLINE USE

Frequency Percent Validpercent

Cumulativepercent

Valid Yes 237 94.8 94.8 94.8

No 13 5.2 5.2 100.0

Total 250 100.0 100.0

20

40

60

80

100 94.8

INFERENCE:

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

ANALYSIS OF BRAND PREFRENCE

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CHART: 6

MOBILE SERVICE

Frequency Percent Valid Percent Cumulative

percent

Valid No phone 67 26.8 26.8 26.8

MTNL 78 31.2 31.2 58.0

Tata indicom 1 0.4 0.4 58.4

Reliance 26 10.4 10.4 68.8

Airtel 25 10.0 10.0 78.8

Aircel 37 14.8 14.8 93.6

Bpl/Vodafone 16 6.4 6.4 100.0

Total 250 100.0 100.0

8

16

24

32

40

26.8

31.2

INFERENCE:

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

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CHART: 7

LANDLINE USE

Frequency Percent Valid Percent Cumulative

percentValid No phone 13 5.2 5.2 5.2

MTNL 221 88.4 88.4 93.6

Tata indicom 8 3.2 3.2 96.8

Airtel 8 3.2 3.2 100.0

Total 250 100.0 100.0

20

40

60

80

100

88.4

INFERENCE:

As the Table depicts, a good majority of people (88.4%) are using MTNL, whileTataindicom and Airtel are the least (3.2%) each

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CHART: 8

FAMILIARITY


percent

Cumulative

percent

Valid Very familiar 128 51.2 51.2 51.2

Some whatfamiliar

120 48.0 48.0 99.2

Familiar butnever used it

2 0.8 0.8 100.0

Total 250 100.0 100.0

12

24

36

48

60

51.2

48

INFERENCE:

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

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CHART: 9

COMPARING WITH OTHER SERVICES

Frequency Percent Valid Percent Cumulativepercent

Valid Much Better 58 23.2 23.2 23.2

Some what Better 99 39.6 39.6 62.8

About the same 65 26.0 26.0 88.8

Somewhat worse 27 10.8 10.8 99.6

Dont know 1 0.4 0.4 100.0

Total 250 100.0 100.0

10

20

30

40

50

23.2

39.6

INFERENCE: As the Table depicts, majority of respondents (39.6%) opined MTNL is Some WhatBetter when compared to other services, while the least number of respondents (0.4%)opined Dont know/Never used.

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FINDINGS

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FINDINGS :

A good majority of the respondents (73.2%) were using Mobile phones while(26.8%) were not using Mobile phones.

A good majority of the respondents (94.8%) were using Landline telephone while(5.2%) were not using Landline telephone.

A good majority of people (31.2%) are using MTNL, while Tataindicom are theleast (0.4%) by considering 250 samples, with respect to Mobile.

A good majority of people (88.4%) are using MTNL, while Tataindicom andAirtel are the least (3.2%) each, with respect to Landline.

A good majority of people (51.2%) are familiar with MTNL, while (0.8%) ofpeople are familiar but have never used.

A good majority of respondents (39.6%) opined that MTNL is Some WhatBetter when compared to other services, while the least number of respondents(0.4%) opined Dont know/Never used.

There is a significant relationship between the Age of the Customers and MobileService used by the Customers.

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

There is a significant relationship between the Location of the Customers andSatisfaction of MT Network used by the Customers.

There is a significant relationship between the Location of the Customers andSatisfaction of MTNL Network used by the Customers.

There is a significant relationship between the Satisfaction of Cost of MTNL andMigration of Customer

There is a significant relationship between the Quality of Customer service andMigration of Customers.

There is a significant relationship between the Location of the Customers andSatisfaction level of MT compared with other Services.

There is a significant relationship between the Location of the Customers andSatisfaction of MTNL TarPlan.

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A good majority of the respondents (38%) were Quite Satisfied with specialregards to the MTNL Tariff Plan, while the least (2.8%) number of respondentswere Very Dissatisfied with respect to the MTNL Tariff Plan.

A good majority of respondents (46%) were Very Satisfied with the Network ofMTNL, while the least (4.8%) were Very Dissatisfied with the Network ofMTNL.

A majority of respondents (37.2%) were Quite Satisfied with special regards tothe Satisfaction level of Cost of MTNL, while the least number of respondents(4.8%) were Very Dissatisfied with the Satisfaction level of Cost of MTNL.

A majority of respondents (38%) opined Neutral with the MTNLs AdditionalPackages, while the least number of respondents (4.4%) opined VeryDissatisfied with the Additional Packages of MTNL.

The majority of respondents (30.4%) opined Average with special reference tothe Quality of Customer Service, while the least number of respondents (9.6%)opined Excellent with respect to the Quality of Customer Service.

A good majority of respondents (41.6%) opined Never with special respect tothe chance of Migration from MTNL, while the least number of respondents(3.2%) opined High Chance with reference to the chance of Migration fromMTNL.

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

of them were surrendering.

Recharge card rates are very high so make some arrangements to make rechargecards available at cheaper rates.

Some customers felt that when landline phone gets out of order, it is not checkedor corrected for even 1month, hence there was heavy business loss.

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

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

Customers are very much dissatisfied with Linemen, because of irresponsibility.(Collecting amount from customers).

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Regarding Cell one respondents complained, Network is always busy with othermobile services.

During the rainy season noise in the instrument is a problem

Respondents felt that there was no personalized service to customers.

Due to non-availability of CUG connections to all, most of the customerssurrendered MTNL and migrated to Airtel.

Customers perceived that the bills are always inflated.

Due to excessive rules and regulations for operating 1rupee coin telephonescustomers are not willing to buy and they are preferring Airtel and Reliance.

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

received but receiving bill.

Customers are expecting more number of free calls.

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

With regards to mobile services options are limited hence customers wereswitching over to other service providers.

The extensive time lag between submission of application and receiving of atelephone connection had made some respondents switch over to other serviceproviders.

Due to the maturity and easy availability of Mobile service most of the customerswere surrendered their landline connection.

Due to limited number of linemen, faults were not immediately attended to, hencecustomers were very much dissatisfied

Customers were preferring to replace their old instrument.

It was brought to notice of the researcher that prepaid SIM cards took up to 10days for activation.

There is not much awareness among the Customers regarding the facilities whichare provided by MTNL, so effective media campaign is a must to enhance theawareness level.

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Most of the people were not satisfied with the MTNL Customer Service for bothMobile and Landline.

The respondents felt that the number of payment service counters was inadequate;hence more payment counters should be made available.

Students are not much interested in MTNL Cell one because of non-availability ofSMS facilities.

The respondents felt that The MTNL cell ones starter pack and recharge cards arein perennial short supply.

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

The respondents suggested that simple value added such as display of last call rateand balance amount should be made available by MTNL.

Even though customers were dissatisfied with MTNL due to Loyalty they are stillusing MTNL service (For only Incoming)

One of the major irritations, as told by the respondents was that thecommunication instruments provided by MTNL were of poor quality and hencethey had to face frequent problems with the instruments

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CHAPTER 5

CONCLUSIONS &

LIMITATIONS

Conclusion:

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MTNL being a public sector, in order to thrive and excel, have to understandabout the Customers expectations.

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

Since Communication industry is a very competitive one it is high time forMTNL to understand about their Customers in Landline as well as Mobileservices.

Limitations of the Study:

Time was not sufficient to conduct detailed study.

Study had been conducted only in a few areas of Delhi.

For few questions researcher was not able to get proper responsewhich are as follows:

o Chances of Switching.

o Reason for Switching.

o Monthly Income.

o Comparative questions

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BIBLIOGRAPHY

Websites:

www.mtnl.com

www.indiainfoline.com

www.google.org

delhi.mtnl.net.in/

en.wikipedia.org/wiki/Mahanagar_Telephone_Nigam


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http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/http://www.mtnl.com/http://www.indiainfoline.com/http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/http://www.mtnl.com/http://www.indiainfoline.com/http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/http://www.final-yearproject.com/http://www.troubleshoot4free.com/fyp/

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