bsnl old project

INTRODUCTION

A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY.Project Report submitted by

SAMITA MEHTA

in partial fulfillment of the requirements for the

Degree of PGDM-CRM at APEEJAY SCHOOL OF MANAGEMENT

Sector-8, institutional area DWARKA

ACKNOWLEDGEMENTFirst of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, DELHI for giving me an opportunity to get a practical exposure of business experience.I am grateful to Mr. P.K Purwar DDG(CA), Ms. Arundati Panda DDG(Taxation & EF), DDG (IA) , Mr. Jagdish Prasad Jt.DDG (Taxation), Mr. Vinay Jain(AO CA), Mr jagdish Prasad (JAO),Mr. Rakesh Kumar (JAO), Mr. Harsh Mangla (JAO), Mr. Nandan Kumar (JAO) ,Mr. Ish Kumar (JAO), Mr. Abdul Malik (JAO), Mr. Mehta (JAO) and all other employees of BSNL who gave me all the moral support and care which made my project come true.SYNOPSISThe Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth.

BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government.

In todays competitive world, BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied in all aspects.

This research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way.This research was conducted from May 2008- June 2008. The researcher has done an internship project at BSNL, Delhi in pursuance of determining the brand equity for BSNL and then the customers feedback on the various products.The samples of 250 respondents from among the universe of BSNL users at Gurgaon , Karnal and Roktak were selected at random to conduct the study. The BSNL staffs who were contacted to learn about the various BSNL packages and policies were also the primary source of data.

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

TABLE OF CONTENTS

CONTENTS Page No. LIST OF TABLES 5 LIST OF CHARTS 6INTRODUCTION 71.1 STATEMENT OF PROBLEM 7 1.2 IMPORTANCE OF THE STUDY

1.3 OBJECTIVES 71.4 SCOPE OF THE STUDY 81.5 RESEARCH METHODOLOGY 81.6 LIMITATIONS OF THE STUDY 91.7 CHAPTER SCHEME 92.1 COMPANY PROFILE 103.1 CONCEPTUAL REVIEW 194.1 ANALYSIS AND INTERPRETATIONS 215.1 FINDINGS AND SUGGESTIONS 486.1 CONCLUSION 527.1 BIBLIOGRAPHY 53 8.1 ANNEXURE 54LIST OF TABLES :-

1. Location of the Customers. 212. Age of the Customers. 223. Occupation of the Customers. 234. Monthly Income of the Customers. 245. Customers using Mobile Services or not. 256. Customers using Landline Services or not. 267. Mobile Service used by the Customers. 278. Landline Service used by the Customers. 289. Familiarity of Customers with BSNL. 2910. Comparing BSNL with other Services. 3011. Respondents by their Age and Mobile Services. 31

12. Respondents by their Location and Network Coverage 3313. Respondents by their Location and Customer Care 3514. Respondents by their Cost and Migration from BSNL. 3615. Quality of Customer Service and Migration from BSNL. 38 16. Respondents by their Location and Tariff plan Satisfaction. 3917. Satisfaction level of Tariff Plan of BSNL. 4118. Satisfaction level of Network Coverage of BSNL. 4219. Satisfaction level of Cost of BSNL. 4320. Satisfaction level of Customer Care of BSNL. 4421. Satisfaction level of Additional Packages of BSNL. 4522. Satisfaction level of Quality of Customer Service of BSNL. 46 23. Chances of Migration from BSNL Service. 47LIST OF CHARTS :-

1. Location of the Customers. 212. Age of the Customers. 223. Occupation of the Customers. 234. Monthly Income of the Customers. 245. Customers using Mobile Services or not. 256. Customers using Landline Services or not. 267. Mobile Service used by the Customers. 278. Landline Service used by the Customers. 289. Familiarity of Customers with BSNL. 2910. Comparing BSNL with other Services. 3011. Respondents by their Age and Mobile Services. 3212. Respondents by their Location and Network Coverage 3413. Respondents by their Location and Customer Care 3514. Respondents by their Cost and Migration from BSNL. 3715. Quality of Customer Service and Migration from BSNL. 3816. Respondents by their Location and Tariff plan Satisfaction 4017. Satisfaction level of Tariff Plan of BSNL. 4118. Satisfaction level of Network Coverage of BSNL. 4219. Satisfaction level of Cost of BSNL. 4320. Satisfaction level of Customer Care of BSNL. 4421. Satisfaction level of Additional Packages of BSNL. 4522. Satisfaction level of Quality of Customer Service of BSNL. 4623. Chances of Migration from BSNL Service. 47INTRODUCTION1.1 Statement of problem A study has been conducted in order to understand the customer opinion and satisfaction level of various landlines and mobile services in HARYANA, research titled A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY has been conducted.

1.2 Importance of studyIn this competitive arena communication plays a vital role so the telecom industries are the major source for communication. BSNL, being a public sector obviously have to compete with various players like Airtel , Hutch , Reliance , Tata indicom etc. with their stringent rules and regulations guided by TRAI. Hence in order to understand about the customers requirement their likes and dislikes preference is sine-quo-non for BSNL.

1.3 Objectives 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 to BSNL

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 about brand equity

To learn about the brand attributes & their preferences in BSNL

1.4 Scope of the study This research study is useful for BSNL to understand the expectations and requirements of customers to serve them in better way. This research was conducted from May 2008-June2008

The respondents from Gurgaon, Karnal and Rohtak are t.aken for thus study. The brand equity was measured in terms of brand attribute preferences, brand awareness, brand loyalty and preferences about the brand.1.5 Research Methodology Data sourceIn this study primary data and secondary data have been used. Secondary data have been collected from internet. Research ApproachPrimary data have been collected through surveys. Data collection has been done through the use of structured questionnaire

Sampling Convenient sampling method has been adopted for this study.

Researcher has taken samples from Gurgaon , Karnal and Rohtak

The researcher has chosen 145 samples from Gurgaon ,57 from Karnal and 48 from Rohtak The researcher had prepared questionnaire to elicit responses for the following areas

Location

Age

Occupation

Monthly income

Mobile user

Mobile service usage

1.6 Limitations of the study Study has been conducted only in few areas of Haryana

For few questions researcher was not able to get proper response which are as follows :-

Time was not sufficient to conduct detailed study. study had been conducted only in a few areas of TamilNadu

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

i. Chances of Switching.

ii. Reason for Switching.

iii. Monthly Income.

1.7 Chapter SchemeChapter I deal with the introduction of project work , which includes statement of problem, importance of the study , objectives , scope of the study , research methodology and limitations of the study.

Chapter II deals with the industry and company profileChapter III deals with the conceptual reviewChapter IV deals with the analysis and interpretationChapter V deals with the findings and suggestionsChapter VI deals with the conclusionChapter VII deals with the Bibliography

Chapter VIII deals with the annexure2.1 COMPANY PROFILEOn October 1, 2000 the department of telecom operations, Government of India became a corporation and was christened Bharat Sanschar Nigam Limited (BSNL) . Today BSNL is the number 1 Telecommunications company and 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, EWSP ,AXE -10, FETEX , NEC Etc. and widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80 gbps web telephony , DIAS , VPN, Broadband & more than 400,000 data customers BSNL continues to serve this great nation .Its responsibilities include improvement of the already impeccable quality of telecom services in all villages and instilling confidence among its customers.

Bharat Sanchar Nigam Ltd. has merged to shoulder the responsibilities remarkably and deftly. Today with over 45 million line capacity , 99.9 % of its exchanges digital , nation wide network management and surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms. of OFS networks , BSNL ltd. is a name to reckon with in the world of connectivity. Along with its vast customer base ,BSNLs financial and asset bases too are vast and strong consider the figures , as they speak volumes on BSNLs standing : The telephone infrastructure alone is worth about Rs.100,000, Cr. [US $ 22.74 billion]. Turnover of Rs.31,400 cr. [US $ 7.14 billion]

Add to which, BSNLs nationwide coverage & reach , comprehensive range of

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

Restructuring India for a bright future , Today, BSNL is most trusted Telecom

Brand of India.

Objectives:- To be a lead Telecom services provider. Build customers confidence through quality and reliable services.

Provide bandwidth on demand.

Contribute towards:

National plan target of 10 crore subscriber base for the country by 2010

Broadband customers base of 20 million in the country by 2010

Telephone in all villages.

Implementation of Triple play as a regular commercial proposition.

ORGANIZATION CHART OF BSNL:-

Revenue earned by BSNL in last 7 years.

Gross investment in Fixed AssetsThe BSNL is making substantial investment year to year for its network expansion and modernization. During the current financial year BSNL has made the gross investment of Rs. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments have been financed by the internal accruals

Bharat Sanchar Nigam Limitedhas got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus & Plants etc.Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is certainly on a financial ground that's sound. The corporationhas a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores (US $ 1.14 billion) and revenueisRs. 34616 crores in 2006-07. When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world class telecom services forpeople of India.BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation. Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow.

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 to198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customeris256 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 web browsing and E-mail applications. You can use your dialup sancharnet account from any

place in India using the same access no 172233, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL also offers Web hosting and co-location services at very cheap rates.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

Premium Rae Service [PRM]

Universal Access Number [UAN] and more.

Inet India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services. Leased Line BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs). Cellular Mobile Service BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi). WLL This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal network. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time chargeRecent NewsGSM 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

Dial Up 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 & postpaid 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.

TELEPHONEBSNL Landlines

Total number of connections as on 31/5/2007 3,31,49,457WLLTotal number of connections as on 31/5/2007 35,99,544Village Public TelephonesTotal Number of connections as on 31/5/2007 5,53,484

Public Telephone [Local, STD& Highway] Total number of connections as on 31/5/2007 20,82,824STD Stations Number of STD stations as on 31/5/2007 32,011

Transmission Systems as on 31/3/2007

Transmission systems

DIGITAL

Route (Kms) Route(Kms) Microwave 5340 Coaxial 6,024

UHF 45,130 Optical Fiber 5,37,727

Satellite based Services as on 31/3/2007

MCPC-VSATS 95

IDR Systems (2 Mb/8Mb) 98/23

Mobile Services as on 30/6/2007

Total number of connections 2,84,23 ,283District Headquarters Covered 608

Total Number of villages Covered 19,81,418National Highway covered (Km) 51,366

State Highway Covered (Km) 55,300Railway route Covered (Km) 28,658

CUSTOMER CARE

Several steps have been taken at BSNL to augment the quality of customer care to international standards.Access round the clock help at following toll free numbers Dataone Broadband '1600-424-1600'

PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

CellOne all India Help '9400024365' All BSNL customer service centers [CSCs] now remain open on all 7 days from 8 A.M to 8 P.M without any break for all activities.

Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for. Shifting chargesfor local as well as all India shifting of fixed telephone (bfone) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires. Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables. Establishing call centers across the nation to provide single window solutions andconvenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services. Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs). More than one Public Call Office (PCO) permitted at the same premises. Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer. 3.1 CONCEPTUAL REVIEW MARKETING MANAGEMENTDEFINITION: 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 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.Brand Preference : The stage of brand loyalty at which a brand will select a particular brand but will choose a competitors brand if the preferred brand is unavailable. See Brand insistence; Brand recognition.

Customer Satisfaction:

If the customer's expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer's expectations are not met, customer dissatisfaction will result. And the lower the satisfaction level, the more likely the customer is to stop buying from the firm. 4.1 ANALYSIS AND INTERPRETATIONS

PROFILE OF THE SAMPLE RESPONDENTSLOCATIONTABLE 1

FrequencyPercentValid PercentCumulative Percent

ValidGURGAON14558.058.058.0

KARNAL5722.822.880.8

ROHTAK4819.219.2100.0

Total250100.0100.0

CHART 1LOCATION

INFERNCE:

As the Table depicts, a good majority of the respondent (58%) of consumers belongs to Gurgaon while Rohtak is the least (19.2%).

AGETABLE 2 FrequencyPercentValid PercentCumulative Percent

Validbet 20-305120.420.420.4

bet 31-3510040.040.060.4

bet 36-404618.418.478.8

bet 41-503313.213.292.0

above 50208.08.0100.0

Total250100.0100.0

CHART 2AGE

INFERNCE:

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

OCCUPATIONTABLE 3 FrequencyPercentValid PercentCumulative Percent

ValidManagerial11345.245.245.2

Business8534.034.079.2

Clerical249.69.688.8

Manual worker176.86.895.6

Student72.82.898.4

Retired2.8.899.2

Agriculture1.4.499.6

Professional1.4.4100.0

Total250100.0100.0

CHART 3OCCUPATION

INFERNCE:

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

MONTHLY INCOME

NValid245

Missing5

MONTHLY INCOMETABLE 4 FrequencyPercentValid PercentCumulative Percent

Validbelow 50002710.811.011.0

bet 5000-1000013252.853.964.9

bet 10000-150006224.825.390.2

bet 15000-25000114.44.594.7

above 25000135.25.3100.0

Total24598.0100.0

MissingSystem52.0

Total 250100.0

CHART 4MONTHLY INCOME

INFERNCE:

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

MOBILE USETABLE 5 FrequencyPercentValid PercentCumulative Percent

ValidYES18373.273.273.2

NO6726.826.8100.0

Total250100.0100.0

CHART 5MOBILE USE

INFERNCE:

From the above Table, it is inferred that majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.LANDLINE USE

TABLE 6 FrequencyPercentValid PercentCumulative Percent

ValidYES23794.894.894.8

NO135.25.2100.0

Total250100.0100.0

CHART 6LANDLINE USE

INFERENCE:

From the above Table, it is inferred that majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.ANALYSIS OF BRAND PREFERENCEMOBILE SERVICE

TABLE 7 FrequencyPercentValid PercentCumulative Percent

ValidNo mobile6726.826.826.8

BSNL7831.231.258.0

Tataindicom1.4.458.4

Reliance2610.410.468.8

Airtel2510.010.078.8

Aircel3714.814.893.6

Hutch166.46.4100.0

Total250100.0100.0

CHART 7MOBILE SERVICE

INFERNCE:

As the Table depicts, a good majority of people (31.2%) are using BSNL, while Tataindicom are the least (0.4%) by considering 250 samples.

LANDLINE SERVICETABLE 8 FrequencyPercentValid PercentCumulative Percent

ValidNo Landline135.25.25.2

BSNL22188.488.493.6

Tataindicom83.23.296.8

Airtel83.23.2100.0

Total250100.0100.0

CHART 8LANDLINE SERVICE

INFERNCE:

As the Table depicts, a good majority of people (88.4%) are using BSNL, while Tataindicom and Airtel are the least (3.2%) each.

FAMILIARTABLE 9 FrequencyPercentValid PercentCumulative Percent

ValidVery familiar12851.251.251.2

Some what familiar12048.048.099.2

Familiar but never used it2.8.8100.0

Total250100.0100.0

CHART 9FAMILIAR

INFERNCE:

As the Table depicts, a good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but never used.COMPARING WITH OTHER SERVICESTABLE 10 FrequencyPercentValid PercentCumulative Percent

ValidMuch better5823.223.223.2

Some what better9939.639.662.8

About the same6526.026.088.8

Some what worse2710.810.899.6

Dont know/Never used1.4.4100.0

Total250100.0100.0

CHART 10COMPARING WITH OTHER SERVICES

INFERENCE: As the Table depicts, majority of respondents (39.6%) opined BSNL is Some What Better when compared to other services, while the least number of respondents (0.4%) opined Dont know/Never used.AGE * MOBILE SERVICE Cross tabulation

MOBILE SERVICE Total

No mobileBSNLTataindicomRelianceAirtelAircelBPL/Hutch

AGEbet 20-30Count101811118251

% within AGE19.6%35.3%2.0%2.0%21.6%15.7%3.9%100.0%

bet 31-35Count3026 128204100

% within AGE30.0%26.0% 12.0%8.0%20.0%4.0%100.0%

bet 36-40Count1114 635746

% within AGE23.9%30.4% 13.0%6.5%10.9%15.2%100.0%

bet 41-50Count812 613333

% within AGE24.2%36.4% 18.2%3.0%9.1%9.1%100.0%

above 50Count88 121 20

% within AGE40.0%40.0% 5.0%10.0%5.0% 100.0%

Total Count6778126253716250

% within AGE26.8%31.2%.4%10.4%10.0%14.8%6.4%100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Age of the Customers and Mobile Service using by the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Age of the Customers and Mobile Service using by the Customers.

Chi-Square Tests

TABLE 11 ValuedfAsymp. Sig. (2-sided)

Pearson Chi-Square37.62524.038

Likelihood Ratio37.65424.038

N of Valid Cases250

a.17 cells (48.6%) have expected count less than 5. The minimum expectedcount is .08.

INFERNCE:

From the above Table, calculated value is (37.63) higher than the critical value (36.42) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Age of the Customers and Mobile Service using by the Customers.

CHART 11

LOCATION * NETWORK Cross tabulation

NETWORKTotal

Very satisfiedQuite satisfiedNeutralQuite dissatisfiedVery dissatisfied

LOCATIONGURGAONCount92331136145

% within LOCATION63.4%22.8%7.6%2.1%4.1%100.0%

KARNALCount142695357

% within LOCATION24.6%45.6%15.8%8.8%5.3%100.0%

ROHTAKCount919107348

% within LOCATION18.8%39.6%20.8%14.6%6.3%100.0%

TotalCount11578301512250

% within LOCATION46.0%31.2%12.0%6.0%4.8%100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location

of the Customers and Satisfaction of BSNL Network using by the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Location

of the Customers and Satisfaction of BSNL Network using by the Customers.

Chi-Square Tests


Pearson Chi-Square48.112(a)8.000


N of Valid Cases250

a. 4 cells (26.7%) have expected count less than 5. The minimum expected count is 2.30.

INFERENCE:

From the above Table, calculated value is (48.11) higher than the critical

value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is

a significant relationship between the Location of the Customers and Satisfaction

of BSNL Network using by the Customers.CHART: 12

LOCATION * CUSTOMER CARE Cross tabulation

CUSTOMER CARETotal


LOCATIONCOIMBATORECount5246161021145

% within LOCATION35.9%31.7%11.0%6.9%14.5%100.0%

POLLACHICount1122109557

% within LOCATION19.3%38.6%17.5%15.8%8.8%100.0%

TIRUPURCount79179648

% within LOCATION14.6%18.8%35.4%18.8%12.5%100.0%


% within LOCATION28.0%30.8%17.2%11.2%12.8%100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Satisfaction level of BSNL Customer care.

Alternative Hypothesis [H1]: There is a significant relationship between the Location

of the Customers and Satisfaction level of BSNL Customer care.

Chi-Square Tests




N of Valid Cases250

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.38.

INFERENCE:


value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there

is a significant relationship between the Location of the Customers and

Satisfaction level of BSNL Customer care.

CHART 13

COST * MIGRATION Cross tabulation

MIGRATIONTotal

CertainHigh chanceNot sureLow chanceNever

COSTVery satisfiedCount11585671

% within COST1.4%1.4%7.0%11.3%78.9%100.0%

Quite satisfiedCount1421382993

% within COST1.1%4.3%22.6%40.9%31.2%100.0%

NeutralCount321611638

% within COST7.9%5.3%42.1%28.9%15.8%100.0%

Quite dissatisfiedCount611271036

% within COST16.7%2.8%33.3%19.4%27.8%100.0%

Very dissatisfiedCount5 31312

% within COST41.7% 25.0%8.3%25.0%100.0%


% within COST6.4%3.2%22.8%26.0%41.6%100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Satisfaction

of Cost of BSNL and Migration of Customers.Alternative Hypothesis [H1]: There is a significant relationship between the Satisfaction

of Cost of BSNL and Migration of Customers.Chi-Square TestsTABLE 14 ValuedfAsymp. Sig. (2-sided)



N of Valid Cases250

a. 12 cells (48.0%) have expected count less than 5. The minimum expected count is .38.INFERENCE:


value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a

significant relationship between the Satisfaction of Cost of BSNL and Migration of

Customers.

CHART 14

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation

MIGRATIONTotal

CertainHigh chanceNot sureLow chanceNever

QUALITY OF CUSTOMER SERVICEExcellentCount 122124

% within QUALITY OF CUSTOMER SERVICE 4.2%8.3%87.5%100.0%

GoodCount329193366

% within QUALITY OF CUSTOMER SERVICE4.5%3.0%13.6%28.8%50.0%100.0%

AverageCount4224192776


PoorCount118151035


Very poorCount8315101349




Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Quality of Customer service and Migration of the Customers.

Alternative Hypothesis [H1]: There is a significant relationship between the Quality of Customer service and Migration of the Customers.Chi-Square TestsTABLE 15

ValuedfAsymp. Sig. (2-sided)



N of Valid Cases250

a. 10 cells (40.0%) have expected count less than 5. The minimum expected count is .77.INFERNCE: From the above table, calculated value is (47.99) higher than the critical

value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is

a significant relationship between the Quality of Customer service and Migration of the Customers.CHART 15

LOCATION * TARIFF Cross tabulation TARIFFTotal


LOCATIONCOIMBATORECount71541433145

% within LOCATION49.0%37.2%9.7%2.1%2.1%100.0%

POLLACHICount1524104457

% within LOCATION26.3%42.1%17.5%7.0%7.0%100.0%

TIRUPURCount817167 48

% within LOCATION16.7%35.4%33.3%14.6% 100.0%


% within LOCATION37.6%38.0%16.0%5.6%2.8%100.0%

Hypothesis:

Null Hypothesis [Ho]: There is no significant relationship between the Location

of the Customers and Satisfaction of BSNL Tariff Plan.Alternative Hypothesis [H1]: There is a significant relationship between the Location

of the Customers and Satisfaction of BSNL Tariff Plan.Chi-Square TestsTABLE 16 ValuedfAsymp. Sig. (2-sided)



N of Valid Cases250

a. 5 cells (33.3%) have expected count less than 5. The minimum expected count is 1.34.

INFERENCE:

From the above table, calculated value is (41.20) higher than the critical

value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there

is a significant relationship between the Location of the Customers and Satisfaction

of BSNL Tariff Plan.CHART 16

ANALYSIS OF BRAND ATTRIBUTESTARIFFTABLE:17 FrequencyPercentValid PercentCumulative Percent

ValidVery satisfied9437.637.637.6

Quite satisfied9538.038.075.6

Neutral4016.016.091.6

Quite dissatisfied145.65.697.2

Very dissatisfied72.82.8100.0

Total250100.0100.0

CHART :17

INFERNCE:

From the above Table, it was inferred that majority of the respondents (38%) were Quite Satisfied with a special regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan.

NETWORKTABLE 18




Neutral3012.012.089.2



Total250100.0100.0

CHART 18

INFERNCE:

As the Table depicts, a good majority of respondents (46%) were Very Satisfied with the Network of BSNL, while the least (4.8%) were Very Dissatisfied with the Network of BSNL.

COSTTABLE 19




Neutral3815.215.280.8



Total250100.0100.0

CHART 19

INFERENCE:

As the Table depicts, majority of respondents (37.2%) were Quite Satisfied with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (4.8%) were Very Dissatisfied with the Satisfaction level of Cost of BSNL.CUSTOMER CARETABLE 20




Neutral4317.217.276.0



Total250100.0100.0

CHART 20

INFERENCE:

From the above Table, it was inferred that majority of respondents (30.8%) were Quite Satisfied with the Customer care of BSNL, while the least number of respondents (11.2%) were Quite Dissatisfied with BSNL Customer care.

ADDTIONAL PACKAGETABLE 21




Neutral9538.038.082.4



Total250100.0100.0

CHART 21

INFERENCE:

From the above Table, it was inferred that majority of respondents (38%) opined Neutral with the BSNLs Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL.

QUALITY OF CUSTOMER SERVICETABLE 22 FrequencyPercentValid PercentCumulative Percent

ValidExcellent249.69.69.6

Good6626.426.436.0

Average7630.430.466.4

Poor3514.014.080.4

Very poor4919.619.6100.0

Total250100.0100.0

CHART 22

INFERENCE:

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

MIGRATIONTABLE 23 FrequencyPercentValid PercentCumulative Percent

ValidCertain166.46.46.4

High chance83.23.29.6

Not sure5722.822.832.4

Low chance6526.026.058.4

Never10441.641.6100.0

Total250100.0100.0

CHART 23

INFERENCE:

As the Table depicts, a good majority of respondents (41.6%) were opined Never with special respect to the chance of Migration from BSNL, while the least number of respondents (3.2%) were opined High Chance with reference to the chance of Migration from BSNL.

5.1 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 BSNL, while Tataindicom are the least (0.4%) by considering 250 samples, with respect to Mobile.

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

A good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but have never used. A good majority of respondents (39.6%) opined that BSNL is Some What Better 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 Mobile Service used by the Customers. There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers.

There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers. There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers.

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

There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.

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

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

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

A majority of respondents (38%) opined Neutral with the BSNLs Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL.

The majority of respondents (30.4%) opined Average with special reference to the 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 to the chance of Migration from BSNL, while the least number of respondents (3.2%) opined High Chance with reference to the chance of Migration from BSNL.

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

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

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

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

Regarding Cell one respondents complained, Network is always busy with other mobile 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 customers surrendered BSNL and migrated to Airtel.

Customers perceived that the bills are always inflated.

Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill.

Customers are expecting more number of free calls. 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. 6.1 SUGGESTIONS:-

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.

7.1 CONCLUSION:-

Conclusion:

BSNL being a public sector, in order to thrive and excel, have to understand about the Customers expectations.

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

Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services.

8.1 BIBLIOGRAPHY :-

PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLERMARKETING RESEARCH - N.K MALHOTRA

WEBSITES:

1. www.bsnl.co.in2. www.yahoo.com3. www.google.com 9.1 ANNEXURE:-1. What is your Age?

a. Between 20-30. b. Between 31-35. c. Between 36-40.

d. Between 41-50. e. Above 50.

2. Which of these best describes your job?

a. Managerial

b. Professional

c. Clerical

d. Manual Worker

e. Student

f. Retired

g. Agriculture

3. Under which category you belong to regarding your Monthly Income?

a. Below 5000. b. Between 5000-10000. c. Between 10000-15000.

d. Between 15000-25000. e. Above 25000.

4. Are you using mobile services?

a. Yes

b. No

5. And which of the following mobile services you are using currently?a. BSNL.

b. Tata Indicom.

c. Reliance.

d. Airtel.

e. Aircel.

f. BPL\Hutch.

g. Any other please mention6. Which of the following Landline Services you are using currently?

a. BSNL.

b. Tata Indicom.

c. Reliance.

d. Airtel.

e. Any other please mention.

7. How familiar are you with BSNL Services?

a. Very familiar (use on regular basis).

b. Some what familiar (use it only some times).

c. Familiar but never used it.

d. Never heard of service before.

8. How satisfied are you with the Tariff plan of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral

d. Quite dissatisfied

e. Very dissatisfied

9. How satisfied are you with the network of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral



10. How satisfied are you with the cost of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral



11. How satisfied are you with the customer care of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral



12. How satisfied are you with the additional packages of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral



. 13. Compared with others would you say that BSNL is

a. Much better.

b. Some what better.

c. About the same.

d. Some what worse.

e. Dont know (or) Never used.

14. [a]. All things considered over the next 12 months how likely are you to replace your current Service

a. Certain.

b. High chance.

c. Not sure.

d. Low chance.

e. Never.

[b]. If you are looking to replace your current Service what are some of the reasons for doing so?

DIRECTOR

FINANCE

Sr.DDG (EFC)

Sr.DDG (PF)

Sr.DDG (FP)

Sr.DDG (BBF)

Sr. DDG (CA)

Sr. DDG (IA)

Sr. DDG (TRF)

Sr. DDG (SPF)

Andman & Nicobar

Andhra Pradesh

Assam

Bihar

Chattisgarh

Gujrat

Haryana

Himachal Pradesh

Jhrakhand

Jammu & Kashmir

Karnataka

Kerala

Madhaya Pradesh

Marashtra

North East-I

North East-II

Orrisa

Punjab

Rajasthan

Tamilnaidu

Uttar Pradesh(W)

Uttar Pradesh (E)

Uttranchal

West Bengal

Chennai TD

Kolkata TD

Sr.DDG (EST)

Sr.DDG (PERS)

DDG (IR)

DDG (RESTR)

DDG (SR)

DDG (TRG)

CGM, ALTIC

CGM,BRBRAITT

Sr.DDG (ARC)

Sr.DDG (BW)

SR.DDG (ELEC)

Sr.DDG (SP)

Sr.DDG (SW)

Sr.DDG (TX)

Sr.DDG (NS)

DDG (Broadband)

DDG (MM)

DDG (RN)

DDG (TF)

DDG (LTP)

DDG (CTF)

CGM (NETF)

CGM (Project)

-ETP

-NTP

-STP

-WTP

CGM (QA)

CGM (RE)

CGM (TS)

CGM (TFs)

-Jabalpur

-Kolkata

-Mumbai

-Richhai

Sr.DDG (BBD)

Sr.DDG (CMTSOM)

DDG (CMTS)

DDG (COMML)

DDG (MKTG)

DDG (REGULN)

Sr.DDG (CS)

Sr.DDG (MS)

Sr.DDG (NW&WS)

Sr.DDG (PG)

Sr.DDG (IT)

Sr.DDG (NM)

Sr.DDG (MIS)

Sr DDG (TS)

Sr. DDG (WS&I)

CGM(MTCE Reg)

-ETR

-NTR

- STR

- WTR

CGM (NCES)

CGM (T&D)

CGMs

T.circle/

MD

SR.DDG

(Vigilance)

CS&GM (legal)

DIRECTOR

HRD

DIRECTOR PLANNING&NS

DIRECTOR

COMML&MKT

DIRECTOR

OPERATIONS

CMD BSNL

BRAND AWARENESS

BRAND EQUITY

BRAND LOYATY

PERCIVED QUALITY

BRAND ASSOCIATION

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