a study on customer satisfaction for b.s.n.l products and services and its role in building brand...

7/27/2019 A Study on Customer Satisfaction for b.s.n.l Products and Services and Its Role in Building Brand Equity for the Co

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A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.L

PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING

BRAND EQUITY FOR THE COMPANY

A report submitted to Sriram Institute of Management & Technology,Greater Noida

in fulfilment of MBA (MASTER OF BUSINESS ADMINISTARTION)

Submitted to: Submitted by:

Ms. Sanchi Singh Manohar Mishra

SRIMT Greater Noida Roll. No: 1027970022

SRIMT Greater Noida

SRIRAM INSTITUTE OF MANAGEMENT & TECHNOLOGY

2010-2012


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CERTIFICATION

This is to certify that work done on Comparative analysis of A study on customer

satisfaction for B.S.N.L. products and services and its role in building Brand

equity for the companySubmitted to SRIRAM INSTITUTE OF MANAGEMENT

& TECNOLOGY by Manohar Mishra in fulfillment of requirement for the award

of degree of MBA (Marketing & IB), is a bonafide work out by her in my supervision

and guidance. This work has not been submitted anywhere else for any other

degree/diploma.

Prof. Suman Sarkar Ms. Sanchi Singh

(Dean of SRIMT) (Mentor)


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Acknowledgement

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 SANCHAR NIGAM LTD. 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 Ms.Sanchi Singh who gave me allot of

guidence for completing my project.

Manohar Mishra


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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 products and services and its role in

building brand equity for the company. in partial fulfilment of the requirements for

the award degree of M.B.A is an authentic record of my own work. The matter

presented in this Project Report has not been submitted by me for the award of any

other degree of this or any other University.

Manohar Mishra

Date:


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CCoonntteenntt

1. Executive Summery 062. Introduction 07

2.1Company Profile 082.2- Literature Review 092.3- About B.S.N.L 112.4Brand equity & Promotion 41

3. Research Methodology 583.1- Methodology 57

3.2- Research Objective 59

3.3- Research Process 63

4. Data Analysis & Interpretation 645. Finding 776. Conclusion 80

Bibliography 81 Annexure 82


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Executive summery

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

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

conducted from may 2010- July 2010.

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

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

various products. The samples of 200 respondents from among the universe of BSNL

users at cooch behar, dinhata, tufanganj, mathabhanga, mechliganj were selected atrandom 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

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

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

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

SPSS were also used to enable efficient analysis of data. The researcher strongly

believes that this study would be helpful to the BSNL Management in knowing about

the Customers Satisfaction, Customer Perception, Customer Preferences, and service

requirements and about the other competitors status in the market thereby helping

them in improve their quality of Services offered.


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INTRODUCTION

Bharat Sanchar Nigam Limited(known as BSNL, IndiaCommunicationsCorporation

Limited) is a public sector telecommunication company in India. Bharat Sanchar

Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications

Company providing comprehensive rangeoftelecom services in India: Wire line, 3G,

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. It is India's largest telecommunication company with 24% market

share as on March 31, 2008. Its headquarters are at Bharat Sanchar Bhawan, Harish

Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini Ratna, a status

assigned to reputed public sector companies in India. 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 metropolitancities 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 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.


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PROFILE

COMPANY NAME: Bharat Sanchar Nigam Ltd.

HEADQUARTERS : Bharat Sanchar Bhawan,

Harish Chandra Mathur Lane,

Janpath, New Delhi

STATUS: Mini Ratan (a status assigned to reputed

public sector companies in India.)

FOUNDED: 19th century, incorporated 2000

OWNER : Government of India


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

The Plain old, Countrywide telephone Service through

32,000 electronic exchanges. Digitalized Public Switched Telephone Network

(PSTN) with a host of Phone Plus value additions.

BSNL launched Data One broadband service in January 2005 which shall be extended

to 198 cities very shortly. The service is being provided on existing copper

infrastructure on ADSL2 technology. The 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 includes Internet dial up/ Leased

line access, CLI based access (no account is required) and DIAS service, for webbrowsing and E-mail applications. You can use your dialup sancharnet account from

any place in India using the same access no 172233, the facility which no other ISP

has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL

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

ISDN Integrated Service Digital Network Service of BSNL utilizes a unique

digital network providing high speed and high quality voice, data and image transfer

over the

same line. It can also facilitate both desktop video and high quality video

conferencing. Intelligent Network Intelligent Network Service (In Service) offers

value-added services, such as:

Free phone service [FPH]

India Telephone card [Prepaid Card]

Account Card Calling [ACC]

Virtual Private Network [VPN]

Tele-Voting


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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, 2008, 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

DialUp Internet Sancharnet BSNL internet

Broadband Internet Dataone BSNL Broadband

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 of landline

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.


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Telephone

BSNL Landlines

Total number ofconnections

WLL

Total number of

connections

Village Public TelephonesTotal Number of

connections

Public Telephone [Local,

STD& Highway]

Total number of connection

STD Stations

Number of STD stations

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

3,31,49,457

35,99,544

5,53,484

20,82,824

32,011

Transmission Systems as on 31/3/2007

Transmission systems

DIGITAL

Route (Kms) Route(Kms)

Microwave

Coaxial

UHF

Optical Fiber

5340

6,024

45,130

5,37,727


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BSNL Broadband Tariff (Max. Contention Ratio is 1:25)

Post Paid Broadband Tariff

Promotional Schemes and Offers

Extension of Promotional scheme allowing 15 days Unlimited FreeDownload 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 StandalonePlans

BB COMBO Plans BB HIGH SPEEDPlans

Unlimited usage plans

BB Plans forHome Users

only

Standalone BB Plans for both Home& Business Users

Combo BBPlans 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
http://www.bsnl.co.in/service/bbtariff/initial.htmhttp://www.bsnl.co.in/service/bbtariff/initial.htmhttp://www.bsnl.co.in/service/new_BB/BB_COMBO_lim.htmhttp://www.bsnl.co.in/service/new_BB/BB_COMBO_lim.htmhttp://www.bsnl.co.in/service/bbtariff/initial.htm


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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:

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 rental

UL Unlimited

ULF Unlimited usage with fair usage (except rural USOF and CSCplans)

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 takenfrom new customers as applicable for Local/STD/ISD.

No security deposit for BroadBand Connections up to Plan 500 and for CICson bulk connections (>25) subject to an undertaking by CIC.

Security Deposit & Fixed Monthly Charges for the Modem will be as per theexisting instructions.

Minimum Hire period for all Broadband plans will be one month. In case of


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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 chargesshall 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 thecommitment of minimum period of hire.

The customer will have choice to select the modem type of his choice butsubject to availability.

For the customers, who have either procured the modem or have taken themodem 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 besubject 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 butactually working at residences of their employees. An undertaking shall have

to be given by the customer in this regard.

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 thenormal Monthly charges/ usage charges of the Bfone except combo plans.

20% discount on Broadband services (usage and Rental) to GovernmentEmployees (Central Government/ State Government/ PSUs) and to Visually

Impaired customers of both existing / new connection.


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The rebate in Fixed Monthly charges will be granted on proportionate basis ifthe 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 theprovision 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 bemaximum 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:

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 charges shall 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.


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Limited download/upload plan vouchers ( up to 2 Mbps ):

Sl

N

o.

Vouc

her

Type

M

RP

(Rs

)

Serv

ice

Tax

10.3

0%

Administ

rative

Charges(

Rs)

Usage

Amount

(Rs)

Rate

Per

MB(In

Rs)

Vali

dity

(Day

s)

Grace

period

(in

days)*

GP-I

Grace

period

(in

days)**

GP-II

1 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 23.3

5

25 201.65 30 15 75

4 BB

RL

500

500 46.6

9

50 403.31 45 15 75

5 BB

RL

750

750 70.0

4

0 679.96

0.40

60 15 75

6 BB

RL

1200

120

0

112.

06

0 1087.94 75 15 75

7 BB

RL

1600

160

0

149.

41

0 1450.59 90 15 75

8 BB

RL

2000

200

0

186.

76

0 1813.24 120 15 75

9 BB

RL

5000

500

0

466.

91

0 4533.09 0.30 210 15 75


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Source: B.S.N.L Franchises office (Coochbehar)

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.

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 Validity

250

250 NIL 23.35 60

Source: B.S.N.L Franchises office (Coochbehar)

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


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1.1 3G prepaid general 120 plan and promotional 3G plan:

Sl. No. Particulars 3G prepaid general 120 Plan

1

First Recharge Coupon in Rs. (Incl. of

S.Tax) 120.002 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

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. STDOn-net 0.50

v. STDOff-net 0.70

vi.Reduced call charges to any one BSNLnumber 0.30

B Video Call

i. LocalVideo calls 0.70

ii. STDVideo 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. VoiceSTD Outgoing (Rs/Min) 0.70iii. Voice CallIncoming (Rs/Min) 0.50

iv. Video Call - Local Outgoing (Rs/Min) 1.00

v. Video Call - STD Outgoing (Rs/Min) 1.00

vi. Video callIncoming (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


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Promotional offer for 90 days: The following freebies are to be offered on activationof 3G 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.

Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan andvice- versa is free . The unutilized account balance and validity of the existing planwill be carried 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 tariffwill be 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. tariffvalidity 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)


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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 14.86110 10.27 99.73 30 75 24.73

220 20.54 199.46 60 160 39.46

330 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 auction process. 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

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 products and 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,


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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.

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


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Interesting Facts:

There are 2 million BSNL mobile 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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Brand equity

The 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 quality

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 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 Brandinsistence; 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.

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 bythere 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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The Main competitors of B.S.N.L:

During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009) BSNLhas 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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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 customerbase 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 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.

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

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


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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 have earned 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-India coverage 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 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.


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Achievements of B.S.N.L:

Worlds 7 th largest & Indias No.1 Telecommunication company 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 $ 8billion) 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 estatethat 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, witha 25% lead on number two.

BSNL is a company that has a larger telecom network than any otherplayer in the sector.

BSNL is a company that operates in a business that will always befundamental to the lives of people.


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National and international image of B.S.N.L:

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, Carrierservice, 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 every nook & corner of country and operates across

India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier and

North-eastern region of the country. BSNL serves its customers with its wide bouquet

of telecom services. BSNL is 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 more than 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, 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 &


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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 servicesthat extend the existing customer relationship beyond there transaction like the new

3G.

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.


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Promoting the product; spreading the word about why customers should buyit.

Selling and delivering the product into the hands of the customer


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Research Methdology

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 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 products and services and its role in building brand equity for the company in

CoochBehar market in which I tried to find out that if the customer of BSNL are

satisfied with products and services.


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Methodology

Data source

In this study primary data and secondary data have been used. Secondary data have

been collected from internet.

Research Approach

Primary data have been collected through surveys. 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

The researcher has chosen 200 samples from

The researcher had prepared questionnaire to elicit responses for the following

areas

Location

Age

Occupation

Monthly income

Mobile user

Mobile service usage


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Research Objective:

The research objective is to determine The customer satisfaction for BSNL products

and services and its role in building brand equity for the company in CoochBehar

market

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

To analyze the customer opinion and satisfaction with specific reference toBSNL

To suggest some guidelines to BSNL in order to provide better focused service To determine the status of brand awareness & brand loyalty in order to

conclude out brand equity

To learn about the brand attributes & their preferences in BSNL

Scope of research:

The study helps to understand whether the customer is satisfied or dissatisfiedwith the products and services of BSNL.

To find the various factors that causes the dissatisfaction to the customer andovercome 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. This study will help BSNL to understand where they in terms of market share,

preferences of customer and in terms of revenue generated.


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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 Coochbehar and

Kolkata 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 thequestionnaire 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 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 200 people was taken by me to do the survey. Below is the

illustration of the total sample space taken.


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Total people: 200

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 aboutabove 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 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 isrecorded, 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 ,

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 aboutabove in the report. It was conducted in person that is by meeting the person


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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 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 isrecorded, 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 therespondent 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 bychanging the level of some variables, and measuring the effects.


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Data Interpretation

QUESTION : ARE YOU USING CELL PHONES OR LAND LINE SERVICES?

ANSWER :

32% (YES) to landline

60% (NO) to Cell phone

8% (Both)

0

10

20

30

40

50

60

YES

NO

DON't KNOW

Interpretation:- 32 % people using landline & 60 % people using cell phone & remain

people using both


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QUESTION :WHICH CONNECTION DO YOU USE FOR BETTER SERVICE?

ANSWER :

95% (BSNL)

2% (RELIANCE)

2%(VODAFON E)

1% (AIRTEL)

0

10

20

30

40

50

60

70

80

90

100

BSNL

RELIANCE

VODAFONE

AIRTEL

AND THE REASON WHEN ASKED WHY DO THEY USE BSNL ,THEY SAIDAND I QUOTE GALI GALINETWORK PAKADTAHAI ,KAHIBHI HO

NETWORK ZAROOR HOTA HAI


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QUESTION : ARE YOU USING CELL PHONES ?

ANSWER :

Cell phone 98%(YES)

Land line 2%(NO)

Interpretation:- 98 % of people using Cell phone & only 2 % people using another

thing for communication.

0

10

20

30

40

50

60

70

80

90

100

YES

NO

3-D Column 3


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QUESTION :WHICH NET CONNECTION DO YOU HAVE

ANSWER :

85%(BSNL BROADBAND)

8%(AIRTEL)

7%(OTHERS)

0

10

20

30

40

50

60

70

80

90

BSNL

AIRTEL

OTERS

Interpretation: - 85 % customers have internet connection with BSNL Broad Band and

8 % people have Airtel and remain 7% have any other internet connectivity


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Qns.- What is more sailable?

Sim Cards

Cash Cards

Interpretation:- 15 % of people using Sim cards but 85 % using Cash cards.


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Qns.How many % of people using different Network?

Tata6%

BSNL48%

Reliance - 14%

Vodafone16%

Airtel12%

Interpretation :-

16 % of people using Vodafone,14% people using Reliance, 6% of People using Tata,

& 12 % of people using Airtel but 48 % of people using BSNL.

BSNL

48%

AIRTEL

12%

VODAFONE

16%

RELIANCE

14%

TATA

6%

OTHERS

4%

%AGE OF PEOPLE USING DIFFERENTNETWORK


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Qns. - According to age Distribution How many people are satisfied with BSNl?

Below 18 65 % Dissatisfied

Above 18 35 % Satisfied

Interpretation:- 65 % of people are dissatisfied with BSNL and remains are satisfiedwith bsnl

BSNL

35%

OTHERS

65%

%AGE OF PEOPLE SATISFIED WITH BSNL


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Qns.- How many Shopkeepers using BSNL for PCO purpose?AirtelRelianceTataVodafone

BSNL

Interpretation:- 10 % of people using Airtel for PCO purpose and 10 % of peopleusing Vodafone for PCO purpose & 6 % of people using Reliance, 4& using Tataandremain 70% people or shopkeepers using BSNL for PCO purpose.

BSNL

70%

AIRTEL

10%

VODAFONE

10%

RELIANCE

6%

TATA

4%

%AGE OF DIFF NETWORK USED FOR PCO


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Qns :- Other facilities of BSNL Should be introduced by Customer or not?

YesNo

Interpretation:- 40 % of people saying No but 60 % using BSNL or say to introduceBSNL

YES

60%

NO

40%

OTHER FACILITIES OF BSNL SHOULD

INTRODUCE OR NOT


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Customers are expecting more number of free calls.

50

With regards to mobile services options are limited hence customers were

switching over to other service providers.

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

telephone connection had made some respondents switch over to other service

providers.

Customers were preferring to replace their old instrument.

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

Mobile and Landline.

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

perennial short supply.

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

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

using BSNL service (For only Incoming).

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

communication instruments provided by BSNL were of poor quality and hence they

had to face frequent problems with the instruments.

Suggestion and recommendation

BSNL Cellular Service has been rated highly among the customers. The quality of

service also rated as good by the customers. This should be maintained.

Most of the customers opt cellular communication for their convenience. This

should be considered as important factor while designing their marketing strategy.

Customers are expecting more value added service like internet, E-mail, Video

clips, etc. The company can make provisions for this.

The signal strength is weaker in interior places: service provider should increase

the signal strength.

The company can look into restructuring of tariff to maintain competitive edge over

rivals.

The customer care centre should pay more attention in receiving and solving

customers complaints.


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The free incoming calls are key factor for satisfying customer. The same strategy

should follow in future also.

As the competitors are entering this field in this town the company can formulate

appropriate marketing strategy to retrain existing customers and to attract new

customers.

As the company vision is BSNL LIMITED strives to be the preferred provider of

mobile communication services in all its area of operation. With the visionary zeal of

a customer oriented and market-driven organization, BSNL abide by its un deterred

commitment to provide customer with viable and cost-effective solutions in the

domain of its expertise at all times The company should stick to

this and always maintain customer satisfaction.

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

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

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

instrument with new wiring connections.

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

discounts hence the promotional activities would further strengthen the market share

of the Company.

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

Caller Ids should be provided immediately after the Customers requisition.

Customer care of BSNL needs improvement.


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Bibliography

1. BOOKS:

1.Kotler Philip, Leller Kevin Lane, Koshy Abraham, Mithileswar Jha.Marketing Management, 13th Edition, Dorling Kindersley (India) Pvt. Ltd.

Licensees of Pearson Education in South Asia.

2.Nargundkar Rajendra Marketing Research, 3rd Edition,Tata McGraw-HillPublishing Company Limited.

3. KOTHARI.C.R,Research Methodology 2nd EditionV.S. Lobri for WishwaPrakash

2. JOURNALS1. Business India

2. Business outlook

3. WEBSITES1. www.bsnl.co.in2. www.bsnl.custcarecentre3. www.wb.bsnl.co.in4. www.bsnl.co.public5. www.bsnl.co.wbese6. www.bsnl.co.service7. www.bsnl.co.network8. www.bsnl.co.the9. www.bsnl. co.basictariff10.www.bsnl.co.mobiletariff11.www.bsnl.co.datatariff12.www.bsnl.co.internet.tariff


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Annexure

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 the market?

(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?

(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?


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(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.

DOCUMENTS REQUIRED TO GET B.S.N.L SERVICE

1. Photo identity shall submit along with overleaf self attested.

2. Photo identity card issued by government or statuary authority.

3. Photo credit card.

4. Driving license.

5. Income tax pan.

6. Passport.

7. Voter id card.

8. Proof of address such as electricity bill , water bill , ration card.

CUSTOMER HELPLINE AND WEBSITE OF B.S.N.L.

CUSTOMER HELPLINE:

1. For land line services : 1500

2. For cell one services : 9434024365

3. For cell one services:

(All India) : 9400024365

4. For data one broadband services : 16004241600

5. For Sanchar net services : 1957


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a study on customer satisfaction for b.s.n.l products and services and its role in building brand...

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