final broadband

8/7/2019 Final Broadband

1/57

SATHYABAMA UNIVERSITY(Established under Section 3 of UGC Act, 1956)

Jeppiaar Nagar, Old Mamallapuram Road,

Chennai 600 119

SUBMITTED BY

BASKAR.G

(Reg. No: 2941168)OFSATHYABAMA UNIVERSITY

A PROJECT REPORT

Submitted to the

MR.A.GOVINDARAJAN

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirementsFor the Award of the Degree

OFMASTER OF BUSINESS ADMINISTRATION


2/57


3/57

E I I E

This is certify that the project work entitled A Study on the customer satisfaction

in BSNL BROADBAND in partial fulfillment of the requirement of Master degree

in business administration was carried out under my guidance and to the best of my

knowledge it is his original work.

MR.A.GOVINDARAJAN

ACULTY GUIDE

PLACE : CHENNAI

DATE :

Submitted to t e Sat yabama university for t e examination eld on

I E EX I E EX E EX I E


4/57

E I

I, BASKAR.G, a student of department of management studies, SATHYABAMA

UNIVERSITY OF MANAGEMENT STUDIES, CHENNAI would like to

declare that the project work titled Study on customer satisfaction in BSNL

BROADBAND in partial fulfillment of MBA Degree Course of the

Sathyabamauniversity is my original work.

PLACE :

DATE : BASKA


5/57


6/57

S.NO TITLE PAGE.NO

1.

INTRODUCTION

2.

COMPANY PROFILE

3.

INDUSTRY PROF

ILE

4.

RESEARCH DESIGN AND METHODLOGY

5.

ANALYSIS& INTERPRETATION

6.

FINDINGS

7.

SUGGESTIONS

8.

CONCLUSION

9.

APPENDIX

10.BIBLIOGRAPHY


7/57

1. INTRODUCTION:

Customer satisfaction, a business term, is a measure of how products and services supplied

by a company meet or surpass customer expectation. It is seen as a key performance indicator

within business and is part of the four perspectives of a Balanced Scorecard. In a competitive

marketplace where businesses compete for customers, customer satisfaction is seen as a key

differentiator and increasingly has become a key element of business strategy.There is a

substantial body of empirical literature that establishes the benefits of customer satisfaction

for firms. Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the organization is

at providing products and/or services to the marketplace.Customer satisfaction is an abstract

concept and the actual manifestation of the state of satisfaction will vary from person to

person and product/service to product/service. The state of satisfaction depends on a number

of both psychological and physical variables which correlate with satisfaction behaviors such

as return and recommend rate. The level of satisfaction can also vary depending on other

factors the customer, such as other products against which the customer can compare the

organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the researcher

with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the

disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and

Berry as two different measures (perception and expectation) into a single measurement of

performance relative to expectation.


8/57


9/57

Other research and consulting firms have customer satisfaction solutions as well. These

include A.T. Kearneys Customer Satisfaction Audit process, which incorporates the Stages of

Excellence framework and which helps define a companys status against eight critically

identified dimensions.

For Business to Business (B2B) surveys there is the InfoQuest box

1.1 Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute(TICSI) has released The

International Customer Service Standard (TICSS). TICSS enables organizations to focus their

attention on delivering excellence in the management of customer service, whilst at the same

time providing recognition of success through a 3rd Party registration scheme. TICSS focuses

an organizations attention on delivering increased customer satisfaction by helping the

organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a customer

service standard should lead to higher levels of customer satisfaction, which in turninfluences customer retentionand customer loyalty.


10/57

1.2 NEED FOR THE STUDY

To be successful in the market any firm has to concentrate and must have wide knowledge on

the satisfaction level of the existing customers to get a feel about their products/services.

Retaining the existing customers is more important to any company than bringing in new

customers. If a satisfied customer tells about his satisfaction to four people around him on an

average, the irate customer tells about his dissatisfaction to at least ten people around him.

Hence knowledge about the satisfaction level of customers is essential for any business to

sustain its position in the market. As BSNL the state owned telecom service provider

competes equally at par with private operators in various fields of telecom like the wired line

sector, mobile sector and data transmission sector, the organization has to study about the

satisfaction level of its customers and their customers preferences and expectations in order

to have better results. So it is necessary and essential for them to focus on the areas

mentioned above.


11/57

1.3 SCOPE OF THE STUDY

The study focused on the area of satisfaction level of customers and customer preferences as

well as their expectations regarding the various services of BSNL and also on the general

awareness, preferences and ways to improve the satisfaction level of their existing customers.

This study gives some input and some idea over the focused areas which will be helpful for

the firm to develop the strategy to provide the various telecom services commercially in an

effective manner which will meet their customer expectations.


12/57


13/57

1.5 LIMITATIONS OF THE STUDY

y The study is focused mainly on the Existing BSNL customers and it is limited to the

Chennai.

y Because of limited cost and time factor research is conducted with 100 samples of

customers only.

y The data collected from the consumers are qualitative in nature (opinions,

perceptions) these factors may change from time to time.

y The data is collected are primary in nature. Hence there is chance for a biased of

misleading response from the consumers.


14/57

2. RESEARCH DESIGN AND METHODLOGY

2.1 RESEARCH DESIGN

A research design is generally a pure and simplified form of framework or a certain plan

for a study that will guide the collection and analysis of data or information needed. The

function of the research design is to ensure that the required data are obtained and collected

accurately and economically. Research design is the basic framework, which provides

guidelines for the best of research purpose. In short, research design is the planned structure

and strategy of investigation conceived so as to obtain specific answers or solutions to

research questions and to control variance. Here research design used is descriptive.

2.2 METHODOLOGY:

Methodology states how research study should be undertaken. This includes specification

of research design, source of data, method of primary data collection, field work carried,

analysis and interpretation done, limitations inherited in the concerned project work. In the

present study, the research approached used is survey method. All the customers included in

the survey were given a questionnaire and a brief introduction about the company plans

strengthening their customer support.

2.2.1 PERIOD OF THE STUDY:

The duration of the study was three months i.e. december to March 2011. Period of

survey is 55 days


15/57

2.2.2 SOURCES OF DATA:

Data sources consisted of primary and secondary sources.

2.3 PRIMARY DATA:

A questionnaire was used to conduct the whole survey. To control response bias and to

increase the reliability of the data structured pattern of questions was also used in the

questionnaire. The advantages of using this specific construction of questionnaire are being

administrative simplicity and ease of data processing, analysis and the interpretation. The

questionnaire consists of dichotomous and multi-choice questions to allow all possibilities to

be covered. The questions were asked directly undisguised form so as to avoid confusion and

to get the best reliable and honest answers.

2.4 SECONDARY DATA:

The information about BSNL broadband services were collected from journals, articles,

magazines and various websites and through BSNL District Telecom Training Centre.

2.4.1 SAMPLING PLAN AND SAMPLING DESIGN:

Sample selection of consumers throughout Central Chennai was taken for the survey to

get the homogenous and true representation of BSNL broadband services.

2.4.2 TOOLS USED FOR COLLECTING DATA

The tool used for collecting data is

questionnaire. The survey is taken from the BSNL customers at the customer service centers

Tambaram and Mount road and from future customers at Chennai central area which includes

big malls and complexes around mount road and T Nagar. The sample which was selected

was built upon the average number of consumers visiting customer centers per week.


16/57

2.5 SAMPLING SIZE:

100 samples were taken in the Chennai Area.

2.6 SAMPLING METHOD:

Non probability convenience sampling was used in the study and sampling units are chosen

primarily in accordance to the convenience.

y Chi-Square is used for the analysis of Data.


17/57

INDUSTRY PROFILE:

Market demand for certain commodities never gets saturated due to various reasons. Certain

products are essentials and certain others are attractive or status symbols. Telecommunication

service is one such industry which has become an essential as well as status symbol. The

main reason for growing demand is the continuous development in Science and Technology.

With the introduction of VLSI components the innovations in communication field is drastic

and what was new yesteryear is obsolete this year. Actually the entire world has shrunk into a

global village with the advancement in telecommunication industry. With the popularization

of computer and internet the need for telecom service has increased several folds.

The industry started with the postal communication, developed to Telegraph mode of

communication which prevailed as a major mode of communication for several decades till

the invention of Sir Graham Bell namely the telephone was introduced. Voice

communication and radio broadcasting was seen as a miracle till the introduction off

television broadcast. Data communication started in early 1960s initially between

universities for sharing of their resources. Exchange of pictures and images was seen as a

marvelous development for sometime. Now live chat rooms and video/audio streaming is no

more an imaginary or fascinating one but a reality. In the year 1992 there were only around

200 hosts in the internet and by the year 2002 , there were more than 200 billion hosts in the

internet. Now the figure has crossed 800 billion. With the increase demand for multimedia

content transfer, the bandwidth requirement is increasing.

Before there was the public internet there was the internet's forerunner ARPAnet or

Advanced Research Projects Agency Networks. ARPAnet was funded by the United States

military after the cold war with the aim of having a military command and control center that

could withstand nuclear attack. The point was to distribute information between

geographically dispersed computers. ARPAnet created the TCP/IP communications standard,

which defines data transfer on the Internet today. The ARPAnet opened in 1969 and was

quickly usurped by civilian computer nerds who had now found a way to share the few great

computers that existed at that time


18/57

COMPANY PROFILE

HISTORY OF CHENNAI TELEPHONES

Within five years of its invention, the "THE WONDER MACHINE OF SPEECH",

christened as telephone, made it's debut in the city of Madras in 1881.

In November 1881, licenses were granted by His Excellency The Governor General in

Council to Messrs ORIENTAL TELEPHONE COMPANY for establishing telephone

exchanges at MADRAS, BOMBAY, CALCUTTA and RANGOON with defined exchange

boundaries.

Under this agreement, the first Magneto telephone exchange with 17 connections was

commissioned on 19-11-1881 at building number 37, ErrabaluChetty Street, Madras. Then

Madras city was a compact metropolis with 27 square miles in extent and a population of 4

lakhs with only 8 municipal divisions. By the end of 1881, the telephone exchange was

expanded to 40 lines with 24 subscribers.

The then merchant community was not much inclined to have a telephone during those days

in spite of various concessions offered by the company through many press advertisements.

The direct exchange lines moved from 24 in 1882 to only 350 in 1910.

Persistent personal canvassing blended with judicious press advertisements brought a gradual

realisation of the utility of telephones amongst the public of Madras, in spite of many

complaints of CROSS TALK AND DISLOCATION IN SERVICES.

In 1922, the license granted to Messrs Oriental Telephone company came up for renewal. By

that time, the thinking of the Government on telephone services underwent a metamorphosisin the phase of having nationalistic tide. Hence, on the eve of renewal, three main conditions

were laid.

1. The business should pass into hands of local company

2. The system should be modernized


19/57

3. The rates can be raised to reach the second objective

Under the first objective a "RUPEE" company was formed on 24-1-1923 in the name of

"MADRAS TELEPHONE COMPANY LIMITED" with an authorized capital of Rs.5 lakhs

divided into 50000 equal shares of Rs.10 each. Mr. G.W. Bromhead was the ManagingDirector of Madras Telephones company.

Since then, the direct exchange lines rose to 1224 lines. The telephone exchange was manned

by one managing director, one assistant manager and one assistant engineer. Only flat rate

rental was collected from the subscribers. Apart from 1224 subscribers, public call offices

were also opened at 5 places namely

y Central Station

y Egmore Station

y Madras Harbour

y Salt Cotaurs

Telephone Exchange

Due to the flat rate system there was not much use for public call offices. Subsequently

measured rate tariff was introduced as adopted in London. Though there were protests at the

initial stage, from the business community, finally the company convinced the subscribers to

accept the measured rate system.The space at ErrabaluChetty street exchange became so

much cramped for further extension of the exchange capacity. Proposals were also made to

automise the manual exchange as in the pattern of the London telephone system. With a view

to achieve these twin objectives, a piece of land measuring 21000 square feet was allotted by

the Government at China Bazaar in 1925. In the same year, the building was designed and

expeditiously constructed. A new building was acclaimed to be handsome, christened as

"TELEPHONE HOUSE" and occupied in December 1925. The ground floor of the building

was earmarked for an automatic exchange, the first floor for the office and the second floorfor the quarters of the resident engineer.

A Strowger Automatic Telephone Exchange of 10000 lines ultimate capacity was cut ov er on

second April 1926(Good Friday) at 7.00 A.M. with the numbering scheme for the subscribers

from 2000.


20/57

Going Under Ground:

In spite of automation of the exchange, frequent interruptions of subscribers lines were

caused due to the snapping of overhead lines by vegetation, frequent temple car festivals and

heavy wind /gales. To overcome this problem, Madras telephones started in terms of

providing underground cable network for subscribers' connections. Laying of underground

cables were started during 1927-28 and cables were laid uptoGuindy. Areas like Perambur,

Royapuram and Harbour were covered by underground cables by 1932.

The dawn of automatic exchange along with the underground cable network laid the road for

telephone development for a victorious march.

The number of DIRECT EXCHANGE LINES which was 1310 in 1925 rose to 1832 in 1930.

The Madras Telephone Company also purchased a bungalow for having the managing

director at 4,Victoria Crescent at a cost of Rs.55000.

The Advent Of Telephone Directory:

Prior to 1932, the Telephone Directory was slender and with a mere paper cover. During

1932, due to more entries in telephone directory, a face-lift was given to the directory by

providing a stiff broad cover. Sufficient advertisements were canvassed to entirely cover the

cost of directory publication. The October 1934 directory came up with multi colour

wrappers. Directory was released once in 6 Months (April & October).

1932- THE JUBILEE YEAR:

In 1932, the telephones in Madras city had completed 50 years. It started with 24 connections

in 1882 and rose to 1753 DIRECT EXCHANGE LINES , 997 extensions and 74 private lines

during 1932.

During the jubilee year, apart from the higher share profits, a special jubilee bonus dividend

was announced.

Opening Of Exchanges At Various Load Centers:

Due to the automation of telephone services and its use for business promotion, the demand

for telephone connections spread over the South Madras area. In 1929, a satellite automatic


21/57

exchange of 200 lines capacity was commissioned at Mount road. With the increase in the

demand for phone connection, 100 lines were added at Mount Road exchange in 1932. The

exchange was further expanded in 1933.

Perceiving a galloping growth in future,

the Madras Telephone Company conceived a "NewMount Road Exchange", as far back as October 1940.

Though in 1941, the Government telephone board was controlled and the takeover of the

telephone companies in India was imminent, the company evinced greater interest in the

speedy consummation of the project. In spite of the tireless effort of the company , the "New

Mount Road Exchange" with 1500 lines was commissioned only in 1947.

VISION:

To become the largest telecom Service Provider in South east Asia.

MISSION:

y To provide world class State-of-art technology telecom services

on demand at affordable price.

y To Provide world class telecom infrastructure to

develop country's economy.

1. BASIC AND LIMITED MOBILE TELEPHONE SERVICES:

BSNL is the leading service provider in the country in the BasicTelephone Services. As of

now more than 35 million Direct ExchangeLines & more than 2.2.Million telephones in the

Limited Mobile telephoneServices are existing. BSNL has provides a number of attractive

tariffpackages & Plans which shall further strengthen its subscriber base.


22/57

2. CELLULAR MOBILE TELEPHONE SERVICES:

BSNLs GSM Technology based Cellular Network reached a longway, covering 20,836

cities/towns with a subscriber base of over4.67 Crores as on 31st March 2010 out of which

4.31 crorescellular telephone are in pre-paid segment

3. INTERNET SERVICES:

BSNL offers Dialup Internet services to the customers by Post-paidservice with the brand

name Netone, and pre-paid service with thebrand name Sancharnet. The post-paid service

is a CLI based accessservice, currently operational in 100 cities. Sancharnet is available

onlocal call basis throughout India to ISDN and PSTN subscribers. TheInternet Dhaba

scheme of the Company aims to further promote Internetusage in rural and semi urban

areas.To keep pace with the latest and varied value added services to itscustomers, BSNL

uses IP/MPLS based core to offer world class IP VPNservices. MPLS based VPNs is a very

useful service for Corporates, as itreduces the cost involved as well as the complexity in

setting up VPNs forcustomers networking. As on 31.03.2010, your Companys total

Internetcustomer base was 17,98,089 and total Internet Dhabas were 4143.

4. INTELLIGENT NETWORK:

Intelligent Network Services is a service that incorporates several valueadded facilities,

thoroughly designed to save time and money, andenhance productivity. At present, your

company offers Free Phone (FPH),Premium Rate Service (PRM),India Telephone Card

(ITC), Account CardCalling (ACC), Virtual Private Network (VPN), Universal Access

Number(UAN) and Tele voting IN services. With the commissioning of fivenumbers of new

technology IN Platforms (Four General purpose and OneMass Calling) at Kolkata,

Bangalore, Ahmedabad and Hyderabad, theIndia Telephone Card facility and new value

added services are beingprovided throughout the country.


23/57

5. BROADBAND SERVICES:

BSNL has launched its broadband services under brand name BSNLBROADBANDon 14-

01-05. This offers High Speed Internet Access withspeed ranging from 256 Kbps to 8 Mbps.

Ever since its inception BSNL iscontinuously expanding its broadband network in response

to ever

growing demand of broadband service throughout IndiaPresent customer base is 3.56 million,

with equipped capacity of 6.1million. BSNL Broadband service is available in more than

3800 cities &83000 villages.

The services provided are

y High Speed Internet Connectivity(up to 8 Mbps)

y Band width on Demand(planned)

y Virtual Private Network(VPN) service over broadband

y Dial VPN services to MPLS VPN customers

y IPTV services(at present available in 66 cities)

y Games on Demand Service

y Video tutoring service

y VOIP

y Video Surveillance service

y Entertainment portal.

6.BSNL LAUNCHES 3G SERVICES:

The telecom giant also announced the 3G tariffs for both pre-paid and post-paid

services.Voice calls will be charged as low as 10 paise per minute under the full value

Rs.1,000 plan, while video calls have also been priced economically, starting from Rs.1 under

the unlimited Rs.2,500 plan and Rs.2 for long-distance calls.The 3G services will bring high

quality voice services along with high-speed data and video services.The data speed is

expected to go up to 2 Mbps or higher.Applications like video telephony, mobile broadband,

mobile television and video-on-demand will be offered to consumers with immediate effect.


24/57

7.DEVELOPMENT OF RURAL TELECOM NETWORK:

1. Rural DELs :

As on 31.3.2010, in BSNLs network, a total of 2,92,04,321 RuralTelephone Connections

were working.

2.Village Public Telephones (VPTs) & RCPs:-

BSNL, in its unstinted efforts to make the slogan Connecting India,a reality, had provided

VPTs in 5,49,294 villages up to 31.3.2010 as per Census 2010. The company entered into an

agreement with USO Fundfor expansion of rural telecom network for providing VPTs in

66,822undisputed, undisturbed, accessible and inhabited villages havingpopulation more than

100 as per census 2010 in the country. As of now,against this agreement, 57,181 villages

have been provided with VPTs upto 31.3.2010. BSNL has entered into an agreement with

USOF, DOT inFeb. 2010 for provisioning of VPTs in 62,443 inhabited villages of Census

2010. Out of these, BSNL has provided 20,527 VPTs till 31.3.2010. Thereare plans to replace

all MARR VPTs in the country. As of now, 1,83,865MARR VPTs have been replaced in the

country. BSNL is also committed toprovide the Rural Community Phones (RCPs) as per the

USOF agreement.All 21,958 RCPs allotted by USOF, DOT have been provided by BSNL

invillages with population of more than 2,000.

3.Public Telephones:-

There are more than20,20,448 PCOs working in the BSNL Networkout of which around 1

million PCOs are having STD/ISD.

8. NETWORK MANAGEMENT:

BSNL is committed to provide a robust state of the art infrastructure thatwill provide stable

and superior services to its customers. Accordingly, theMLLN network covering more than


25/57

200 cities was made operational in May 2010. Since then, about 22000 circuits have been

provided on thisnetwork. This has provided high level of stability to the leased circuits and

capability to offer N X 64 Kbps circuits. Keeping in view the growingdemand of leased

circuits, the network is being expanded to cover about50 more locations and additional

capacity at many existing locations is alsobeing provided.To improve the operational

efficiency of CCS 7 signaling, stand-alonesignaling transfer point (SSTP) equipment is being

procured. This will alsoenable the Company to measure signaling traffic of other operators,

whoare using its signaling network for exchanging messages, specially withregard to cellular

services. BSNL has more than 4.7 Lakhs RouteKilometers of optical fibre network in the

country & has installed capacitymore than 6.4 million lines for the TAX meant for the

STD/ISD network.

9. BUSINESS DEVELOPMENT:

Business Development Cell is responsible for developing new businessrevenue streams, new

product, tying up with other vendors for providingjoint offering, etc. BD cell has tied up with

vendors/other organizationsfor Bundling of products with BSNL service like Handset

Bundling (2 G &3 G), PC Bundling, GSM PCO Bundling, RF Vendor empanelment,

DataCard Bundling for Edge/GPRS connectivity.BD has tied up with other organizations to

enhance the business of BSNLlike alliance with IOC, BPCL, NFLetc for selling BSNL

products throughtheir outlets. BSNL is also in process of tie up with big retail players

likeReliance Retail, More, Spencer, Mobile Zone, other similaroutlet etc for selling BSNL

services. Similar alliance has been forged withNIC/IL&FS to sell BSNL products through

CSCs. Through other alliances,we have been able to bring out Co-branded/White labelled

services likeBlackberry, Nokia Pushmail etc.

BD Cell is implementing Free EPABX scheme of BSNL throughempanelment of EPABX

Franchisees to provide Free of cost EPABXSystems to corporate customers as a business

development initiative toretain the big corporate subscribers. BSNL has also tied up with M/s

Polycom for providing their rich Video Conferencing application based ontheir Real presence

technology. Efforts are being made for similar tie upwith M/s Cisco for providing Video

mobile andlandline, it has become very important that low cost devices for bothlandline and

mobile i.e. 3G/Wimax should be made available to thecustomers so that large volume of

subscriber base in these areas may beachieved. BD Cell will make efforts to tie up with the

vendors for broadly


26/57

three types of low cost Broadband devices like Los cost PC/Laptop, MIDs(Mobile Internet

Devices) Wimax enable devices which will have thefeatures of more than smart phone but

will be the cost effective solutionfor net surfing.

10. CUSTOMER CARE:

BSNL, with its endeavour for high customer satisfaction, has been payinggreat attention in

this area, by means of opening of more and morecustomer service centres. In its ongoing

endeavour to expand modes ofbill payment options for its customers, several new

arrangements are in

advanced stage of negotiation/finalisation/implementation.

11. TELECOM FACTORIES:

BSNL Telecom Factories located at Kolkata, Gopalpur, Kharagpur,Jabalpur, Bhilai, Richhai

and Mumbai are in-house manufacturing units ofthe company. These are presently engaged

in production of Pay Phones,Mini Pillars, CT Box, DP Box, Line Jack Unit, OFC

Accessories, FDMS,Towers, SS Drop wire, Jointing Kits, SIM Card, DDF etc. All

sevenTelecom Factories are now ISO 9001:2000 certified.In the changed telecom scenario, itis the endeavour of the

Telecom Factories to venture into new technology areas and supportBSNL as manufacturing-

cum-service support organization. The Factorieshave supplied 246356 Kms of Drop wire and

6777 Nos. of towers during 2010-11. TF Mumbai has supplied 89.45 Lakh S IM Cards to

various

Circles during 2010-11.

12. OBLIGATIONS:

1. Towards customers and dealers:

To provide prompt, courteous and efficient service and quality ofproducts/services at fair and

reasonable services.

2. Towards employees:

y Develop their capability and advancement through appropriate


27/57

training and career planning

y Expeditious redressal of grievances

y Fair dealings with recognized representatives of employees inpursuance of healthy

trade union practices and sound personnelpolicies.

Percentage Analysis:


28/57

1.Classification of respondents based on their age:

Sl.no. Agegroup requency Percentage

8-2 22 %

22 -3 8

8%

33 -4 2

2 %

4Above 4 38

38%

Total %

INTERPRETATION:

It is observed from the table that 20% of the respondents are in the 18-20 age group while

17% are in the 21-30 group, 27% are in the 31-40 group and 36% are in the above 40 group.


29/57

Chart ofrespondents based on theirage:

18-20

20%

21-30

17%

31-40

27%

Above 40

36%

Frequency


30/57

2.Classification of Respondents Based on Using of BSNL landline telephone

Table 2 Classification of Respondents Based on Using of Bsnl landline telephone

Sl. No. Particulars Respondents Percentage

1 Yes 60 60.0

2 No 40 40.0

Total 100 100.0

INTERPRETATION:

From the above table it is inferred that 60% of the respondents are using BSNL landlinetelephone whereas 40% of the respondents are not availing


31/57

Chart:Classifi ation of RespondentsBased on Using ofBsnllandlinetelephone


32/57

Table 3 Classification of Respondents Based on usage of BSNL landline telephone

Sl. No. Years Respondents Percentage

1 1to 2yr 64 64.0

2 3to 4yr 23 23.0

3 Above 4yr 13 13.0

Total 100 100.0

INTERPRETATION:

It is inferred from the above table that there are 64% of respondents are using landline

telephone for a period of 1-2 years, whereas 23% of the respondents are using landline

telephone for 3-4 years and followed by 13% of the respondents are using landline telephone

for more than 4 years.


33/57

C t:Cl i i ti ofR ondent B ed on usage ofB landline telephone


34/57

Table 4 Classification of Respondents Based on Using of BBS of BSNL


1 Yes 81 81.0

2 No 19 19.0

Total 100 100.0

INTERPRETATION:

From the above table it is inferred that 81% of the respondents are using BBS of

BSNL whereas 19% of the respondents are not using BBS of BSNL.


35/57

Chart : Classification of Respondents Based on Using of BBS of BSNL


36/57

Table 5: Classification of Respondents Based on usage of BBS of BSNL


1 1-2 yrs 64 64.0

2 3-4yrs 23 23.0

3 Above 4yrs 13 13.0

Total 100 100.0

INTERPRETATION:

It is inferred from the above table that there are 64% of respondents are using BBS of BSNL

for a period of 1-2 years, whereas 23% of the respondents are using BBS of BSNL for 3-4

years and 13% of the respondents are using BBS of BSNL for more than 4 years.


37/57

Chart : Classification of Respondents Based on usage of BBS of BSNL


38/57

Table 7: rating given by respondents regarding speed of BROADBAND in BSNL

Sl. No. RATING Respondents Percentage

1 Good 70 70.0

2 Better 20 20.0

3 Not good 10 10.0

INTERPRETATION:

It is inferred from the above table that 70% of the respondents feel that the speed of

Broandband in BSNL is good,20% of respondents feels that speed of Broadband in BSNL is

better while 10% respondents feels that its not good


39/57


40/57

Table 8: product preferred by respondent in BSNL

Sl. No. RATING Respondents Percentage

1 Broadband 72 72.0

2 Cell one 18 18.0

3 Excel 10 10.0

INTERPRETATION:

It is inferred from the above table that 72% of the respondents prefer Broadband of bsnl ,18%

of respondent prefer cellone while 10% of respondent prefer excel


41/57

Chart:Classifi ation ofRespondents based on B product prefer by them


42/57

.

Table 9: Classification of Respondents based on Opinion on Services offered by BSNL.

INTERPRETATION:

The opinion on services offered by BSNL is that 35% of the respondents felt

that customer friendly, 15% of the respondents says fast computer based service, 22% of the

respondents felt as special facilities, 12% of the respondents felt prompt disposal of

complaints, 12% of the respondents felt efficient service but 4% of the respondents are

dissatisfied.


1 Customer friendly 35 35.0

2 Fast computer based service 15 15.0

3 Special facilities 22 22.0

4 Prompt disposal of Complaints 12 12.0

5 Efficient Service 12 12.0

5 Dis-Satisfied 4 4.0


43/57

Chart:Classifi ation of Respondents based on Opinion on Servi es offered by BSNL.


44/57

Table 10: Classification of Respondents Based on Handling of complaints


1 Very Prompt 30 30.0

2 Prompt 50 50.0

3 Delayed 20 20.0

Total 100 100.0

INTERPRETATION:

The analysis shows that handling of complaint up to 30% of the respondents felt as very

prompt whereas 50% of the respondents felt as prompt and 20% of the respondents felt as

delayed by BSNL.


45/57

Chart:Classifi ation of RespondentsBased on Handling of complaints


46/57

Table 11: Classification of Respondents Based on opinion on the Cable Wired Network.


1 Excellent 24 24.0

2 Good 70 70.0

3 Poor 6 6.0

Total 100 100.0

INTERPRETATION:

From the above table it is inferred that the Opinion on the Cable wired

network 24% of the respondents felt as Excellent, 70% of them felt as Good, whereas only

6% of the respondents felt as Poor.


47/57

Chart:Classification of RespondentsBased on opinion on theCable Wired Network.


48/57

Table 13: Classification of Respondents based on Awareness of hi-tech digital switching.


1 Yes 67 67.0

2 No 33 33.0

Total 100 100.0

INTERPRETATION:

On the basis of awareness of hi-Tec digital switching 67% of the respondents are

aware and 33% of them are not aware supported by BSNL telephone exchanges


49/57

Chart:Classification of Respondents based on Awareness ofhi tech digitalswitching.


50/57

Table 14: Classification of Respondents based on Cable wired network


1 Yes 39 39.0

2 No 61 61.0

Total 100 100.0

INTERPRETATION:

It is inferred from the above table that 61% of the respondents recommend Yes, whereas 31%

of the respondents recommend No.


51/57

Chart : Classification of Respondents based on Cable wired network


52/57

FINDINGS:

It is inferred from the study that most of the customers prefer BSNL Services above

the age 40(38%).

It is inferred from the study that the 60% of respondents using BSNL landline

telephones

.

It is inferred that most of the respondents 64% are using landline telephone for a

period of 1-2 years.

.

It is inferred from the study that most of the customers 81% of the are using BBS of

BSNL.

It is inferred from the study that most of the respondents 64% are using BBS of

BSNL for a period of 1-2 years,

The respondents agree that all new plans and schemes introduced now and then by the

company is extended to the customers well in time.


53/57

It is inferred from the study that most of the customers 70% are feel that the speed of

Broandband in BSNL is good.

The respondents say that BSNL services are customer friendly but feel that prompt

disposal of complaints does not take place more often

.

The analysis shows that handling of complaint up to 30% of the respondents felt as

very prompt whereas 50% of the respondents felt as prompt and 20% of the

respondents felt as delayed by BSNL.

The opinion on services offered by BSNL is that 35% of the respondents felt that

customer friendly, 15% of the respondents says fast computer based service, 22% of

the respondents felt as special facilities, 12% of the respondents felt prompt disposal

of complaints, 12% of the respondents felt efficient service but 4% of the respondents

are dissatisfied.

It is inferred from the study that most of the customers 72% of the respondents prefer

Broadband of bsnl when compare to other networks

It is inferred that the Opinion on the Cable wired network 24% of the respondents felt

as Excellent, 70% of them felt as Good, whereas only 6% of the respondents felt as

Poor.

The sample respondents say that cable maintenance in BSNL is poor and accessibility

to higher level officials is to be improved.


54/57

CONCLUSION:

BSNL the state owned Telecom Operator Company which has changed from the status of a

Department of the Government to a Public Sector Undertaking has changed a lot over the

decade of its conversion. It is evident from the study that the company realizes the

importance of customer care for survival. It is seen from the study that while customers

welcome this change, the expectation of the customer is still higher. The company has a good

repute for reliability and transparency of working and lower tariff, but has to improve its

marketing methods to attract the new customers and retain its existing customers. The attitude

of the front end personnel needs a change and accessibility to higher level officials and

improved grievance redressal mechanism is the expectation of the customers. But for the

few improvements discussed above the satisfaction level of customers of BSNL in Chennai

central area is satisfactory. If the company takes an extra effort to improve on these points, it

is sure to regain its no.1 position in the near future.


55/57

BSNL CHENNAI TELEPHONES

APPENDIX I

QUESTIONNAIRE

A STUDY ON CUSTOMER SATISFACTION IN BROAD BAND SERVICES OF

BSNL WITH SPECIAL REFERENCE TO CHENNAI SOUTH AREA .

1.Name:

2.Address:

3.Age: 18-20 21-30 31-40 Above 40

4.Qualification:

5.Profession: Salaried Self employedStudent Others

6.AnnualIncome: Rs. 1, 20,000-3, 60,000 Rs. 3600, 000-5, 00,000Above Rs. 5, 00,000

7.. Are you using BSNL landline telephone?

Yes No

8. If yes, how many years you using BSNL land line telephone?

1-2 3-4 Above 4

9. Are you using Broad band Services ( BBS ) of BSNL?

Yes No

10.. If yes, how many years you using BBS of BSNL?

1-2 3-4 Above 4

11. If yes, mention the reasons for selecting BSNL Telephone.

(1) BSNL telephone (2) other than BSNL telephone

a) Price Price

b) Safety Safety

c) Status Status

d) Preference Preference

e) Convenience Convenience

f) Family influence Family influence

g) Quality of service Quality of service

h) Easy maintenance Easy maintenance

i) Special comforts Special comforts


56/57

j) Others (Pl. specify) Others (Pl. specify)

a b c d E g h i

BSNL

Others

.

12. What about speed of Broadband in bsnl

a )good b ) better c ) not good .

13. In your opinion which product is better in BSNL

(A)BROADBAND

(B) EXCEL

(C)CELL ONE

14. What is your opinion on handling of complaints by BSNL?

Very prompt

Prompt

Delayed

15. What is your opinion on the cable wired network?

Excellent

Good

Poor

16. Are you aware that all BSNL telephone exchanges support hi-tech digital switching?

17. What is your opinion on services offered by BSNL?

Customer Friendly

Fast Computer Based Service

Special Facilities

Efficient Service

Dissatisfied

YES NO


57/57

18. Are you aware that BSNL is offering IPTV services in broadband?

YES NO

19. If yes, which of the following would you recommend?

1. IP TV competing with other cable TV operators

2. IP TV in collaboration with popular dish TVs

20. What suggestions could you make so that BSNL can make Broad band services cost

effective and competitive as an effective value addition to Landline customers of BSNL .

YES NO

YES NO

final broadband

Documents