INTRODUCUION

Data analysis and interpretation plays an important role in turning quantity of paper into
defensible, actionable sets of conclusions and reports. It is actually a set of method and technique
that can be used to obtain information and insights from data.
It can lead the researcher to information and insights that would not be available. It can help to
avoid erroneous judgments and conclusion. It can provide a background to help interpret and
understand analysis conducted by others. Knowledge of power of data analysis techniques can
constructively influence research objectives and research design.

1: DIVISION OF INTERNET USERS

Type of Connection

Number of Users

Percentage of Users

Mobile

14

28%

Broadband

23

46%

Cable

13

26%

Total

50

100%

DIVISION OF INTERNET USERS

Cable; 26%

Mobile; 28%

Broadband; 46%

1: INTERPRETATION

Fifty people were asked at random about the type of internet connection they use.
Amongst these 46% (23 in number) use broadband connection
28% (14 in number) person have dial-up connection
The remaining 26% (13 in number) use cable connection to access internet.
Thus, maximum number of people use broadband connection to operate Internet

2. AWARENESS OF PEOPLE ABOUT 3G And WIMAX

Awareness Level Number

of Percentage

Not Aware

Respondent
6

Respondent
12%

Partially Aware

16

32%

Fully Aware

28

56%

Total

50

100%

of

INTERPRETATION

Fifty people were asked randomly whether they are aware about the broadband or not.
Amongst these 12% (6 in number) people were not at all aware about the broadband
32% (16 in number) people were partially aware about the broadband
And the remaining 56% (28 in number) people were fully aware about the broadband
Thus, we see that more than fifty percent people are fully aware about the Broadband

3. PREFERENCES WHILE CHOOSING A 3G Or WIMAX CONNECTION

Parameters
Connectivity
Cost-Effectiveness
Speed
Download/Upload

RANKING
1
2
11
12
13
12
15
14
11
12

3
12
14
10
14

4
15
10
11
12

5
0
1
0
1

Limits
Technology
Total

0
50

0
50

2
50

48
50

0
50

50
45
40
35

Connectivity

30

Cost-Effectiveness

25

Speed

20

Download/Upload Limits

15

Technology

10
5
0
1

INTERPRETATION
Fifty people were asked randomly to rank the parameters according to the preferences they would
give them while choosing a broadband connection The parameters and the ranking are given as
follows
o Connectivity
11 people gave connectivity the first rank.12 people gave itsecond rank. 12 people gave it third
rank. 15 people gave connectivity fourth rank and no one gave connectivity the fifth rank.
o Cost-Effectiveness

13 people gave cost-effectiveness the first rank.12 people gave it second rank. 14 people gave it
third rank. 10 people gave cost-effectiveness fourth rank and 1 person gave cost effectiveness the
fifth rank.
o Speed
15 people gave speed the first rank.14 people gave it second rank. 10 people gave it third rank. 11
people gave speed fourth rank and no one gave speed the fifth rank.
o Download/Upload limits
11 people gave download/upload limit the first rank.12 people gave it second rank. 14 people gave
it third rank. 12 people gave download/upload limit fourth rank and 1 person gave
download/upload limit the fifth rank.
o Technology
No one gave technology first, second or third preference. 2 people gave it the fourth preference
and 48 people ranked technology as the fifth parameter.
Thus, we see while choosing a broadband connection the most preferable parameter is speed, then
comes cost-effectiveness, then download/upload limit, then connectivity and the technology
comes last.

4. DIVISION OF BROADBAND(INCLUDING 3G And WIMAX) USERS

Service

Numbe

Provider

s
BSNL
Others
Total

Users
19
31
50

Percentag

of e of Users
38%
62%
100%

DIVISION OF BROADBAND(INCLUDING 3G And WIMAX) USERS

BSNL; 38%
Others; 62%

12.5a
INTERPRETATION

Fifty people were asked randomly about the broadband service provider they have.
Amongst these 38%(19 in number) use BSNL broadband connection.
Rest(8 in number) 62%(31 in number) have broadband connection other than BSNL.
Thus, we see BSNL alone have almost 40% market share of broadband while
others(8 in number) all together have 60% market share.

Note: Others include service provider such as Airtel, Exatt-Net, Hathway Datacom,
Iqara, Pacent, Reliance Broadband, Tata Indicom and Sify Broadband.

5. FAMILIARITY TO 3G & WIMAX

Reason for Familiarity

Number

of Percentage

Customers
and 22

Customers
22%

and 31

31%

Relatives
Advertisements

47

47%

Total

100

100%

Own

Research

Knowledge
Family, Friends

of

FAMILIARITY TO 3G & WIMAX

Own Research and Knowledge; 22%
Advertisements; 47%
Family, Friends and Relatives; 31%

INTERPRETATION
Hundred customers of BSNL Data One were asked randomly about how they came to know about
Data One services and they responses are as follows
22% themselves had the knowledge
31% came to know about data one through family, friends and relatives
The remaining 47% people came to know about it through advertisements.
Thus, we see advertisements had the maximum effect as far as Data One services are concerned

6. REASON FOR CHOOSING BSNL

1. Better Service and Goodwill
2. Economic Tariff Plans
3. Download/Upload Limit
4. Just Needed
Number

of Number of Customers

Reason(s)
First

Percentage
Customers

5%

of

Second
Third
Fourth
First and Second

9
2
8
22

9%
2%
8%
22%

Second and Third

18

18%

First and Third

4%

First,

Second

and 32

Third
Total

32%

100

100%

REASON FOR CHOOSING BSNL

First; 5%
First, Second and Third; 32%

Second; 9%
Third; 2%
Fourth; 8%

First and Third; 4%

First and Second; 22%

Second and Third; 18%

INTERPRETATION
Hundred customers of BSNL were asked randomly why they choose BSNL as broadband service
provider.

Amongst these hundred 5% choose it for better service and goodwill only
9% choose it for economic tariff plans only
2% choose it for good download/upload limit only
8% people just needed a broadband connection so they choose it
22% choose it because of better service and goodwill and economic tariff plans both
18% choose it because of better economic tariff plans and download/upload limit both
4% choose it because of better economic better service and goodwill and download/upload

limit both
The remaining 32% people choose it because of better service and goodwill, economic
tariff plans and good download/upload limit all three
Thus, we see that most people choose BSNL for all the three parameters

7. CONVERSION TO WIRELESS BROADBAND

Type

of Number

of Percentage of

Conversion
Customers
Cable
To 24

Customers
24%

Wireless
New to BSNL 76

76%

Wireless
Total

100%

100

CONVERSION TO WIRELESS BROADBAND

Cable To Wireless ; 24%

New to BSNL Wireless ; 76%

INTERPRETATION
Hundred BSNL customers were asked about their conversion to BSNL broadband (Data One)
Out of these 24 converted themselves from BSNL dial-up to BSNL broadband
76 people were totally new to BSNL internet services as broadband.
Thus, we see that BSNL broadband is highly popular

8. DIVISION OF 3G & WIMAX CUSTOMERS

Type

of Number

of Percentage

Customers
Household

Customers
29728

Customers
93%

Customers
Business

2272

7%

Customers
Total

32000

100%

of

DIVISION OF 3G & WIMAX CUSTOMERS

Business Customers; 7%

Household Customers; 93%

INTERPRETATION
Data One customers are divided as follows
93% (29,728 in number) of data one customers are household customers
7% (2272 in number) of data one customers are business customers
Thus, maximum number of data one customer are household customers

9.USE OF 3G & WIMAX

Type of Use

Number of Customers

Home or Personal Use

65

Educational Purpose
Office or Business Use

54
33

USE OF 3G & WIMAX

70
60
50
40
30
20
10
0

Number of Customers

12.12a INTERPRETATION
Hundred customers were asked about what they use broadband mainly for Out of these 65 people mainly use it for home or personal purpose
54 people use it for educational purpose
And 33 people mainly use it for office or business purpose
Thus, mainly people use broadband (Data One) for home or personal purpose then for educational
purpose and least for office or business purpose

10. CUSTOMER THOUGHTS ABOUT 3G & WIMAX TARIFFS

Tariffs as Compared Number
to
Other Service Customers of
Providers

of Percentage
Customers

Cheaper

29

29%

Economical

38

38%

Costlier

27

27%

Equivalent

6%

Total

100
100%
CUSTOMER THOUGHTS ABOUT 3G & WIMAX TARIFFS

Equivalent; 6%
Cheaper; 29%

Costlier; 27%

Economical; 38%

INTERPRETATION
Hundred customers were asked randomly about the tariff plans of BSNL as compared to their
competitors

Out of these 29% people think the tariff plans are cheaper than competitors
38% think they are economical
27% think they are costlier than the competitors
And remaining 6% think they are equivalent to their competitors plan

Thus, we see maximum people think that BSNL tariff plans are economical
and cheaper than their competitors plan

11.PROBLEMS FACED BY 3G & WIMAX CUSTOMERS

Type of Problem

Number
Customers

Incorrect Bills

47

of

Long Delivery Period

63

Customer Services

42

Low Speed

Low Upload/Download Limit

17

Problems Faced by 3G & WIMAX Customers

70
60
50
40
30
20
10
0
no of consumer

Type of Proble m

INTERPRETATION
Hundred customers of BSNL were asked randomly regarding the problems
faced by them in Data One service
Out of these 63 people faced the problem of long delivery period
47 customers faced the problem of incorrect bills
42 people had problem in customer services of BSNL

17 people had the problem with download/upload limit being low

6 people faced the problem regarding low speed and connectivity
Thus, maximum customers have problem with long delivery periods and
incorrect bills while least have problem with the speed and connectivity

12: BILLING

PROBLEMS FACED BY 3G & WIMAX CUSTOMERS

Incorrect

Number

of Percentage

Bills

Customers

of Customers

Yes

47

47%

No

53

Total

100

53%

100%

BILLING PROBLEMS FACED BY 3G & WIMAX CUSTOMERS

Yes; 47%

No; 53%

INTERPRETATION
About BSNL customers were asked whether they faced any problem of incorrect billing
Out of these hundred 53 customers had no problem in billing
While 47 customers said they faced the problem of incorrect billing
Thus, we see that there is billing problem which is taken proper care of

13: SATISFACTION ON ACTION TAKEN AGAINST INCORRECT BILLS

Satisfied

Yes
No
Total

Number

of Percentage

Customers

Customers

19
28
47

40%
60%
100%

of

SATISFACTION ON ACTION TAKEN AGAINST INCORRECT BILLS

Yes; 40%
No; 60%

INTERPRETATION
Out of hundred randomly chosen customers forty seven customers faced the billing problems.
These 47 customers were asked regarding the action taken by BSNL in this regard.
Out of forty seven customers who faced the problem of incorrect billing 28
(60%) were fully satisfied by the action taken by BSNL
The remaining 19 (40%) were not satisfied by the action taken by BSNL
Thus we see that almost two-third people were fully satisfied by the action
taken by BSNL in order to solve the problem of incorrect billing.

14: RANKING OF DIFFERENT PARAMETERS OF DATA ONE SERVICE

Parameters
Timely Delivery

Poor
53

Average
38

Good

Very

Excellent Total

Good
0

100

Pricing

21

38

26

11

100

Connectivity

29

36

18

100

Download/Upload 27

39

22

12

100

Limit
Technology

52

41

100

Customer Service

53

41

100

Complaint

43

54

Redressal

100

60
50
40
30
20
10
0

Poor
Average
Good
Very Good
Excellent

INTERPRETATION
Hundred customers of BSNL were asked to rank seven services related to BSNL and Broadband
according to Poor, Average, Good, Very Good and Excellent. The parameters and its rankings are
given as follows
o Timely Delivery

Out of hundred 53 customers rated it as poor, 38 rated it as average, 9 rated it as good and none rated it
as very good or excellent.
o Pricing
Out of hundred customers 4 customers rated pricing of BSNL as poor, 21 rated it as average, 38 rated
it as good and 26 rated it as very good and 11 rated it as excellent
o Connectivity
Out of hundred customers 8 customers rated connectivity as poor, 29 rated it as average, 36 rated it as
good and 18 rated it as very good and 9 rated it as excellent
o Download/Upload Limit
Out of hundred customers 27 customers rated connectivity as poor, 39 rated it as average, 22 rated it as
good and 12 rated it as very good and none rated it as excellent
o Technology
Out of hundred customers none rated technology as poor or excellent. 52 people rated it average, 41
rated it as very good and 7 rated at as very good.
o Customer Services
Out of hundred customers 53 rated customer services as poor, 41 rated it as average, 6 rated it as good
and none rated it as very good or excellent.
o Complaint Redressal
Out of hundred 43 customers rated it as poor, 54 rated it as average, 3 rated it as good and none rated it
as very good or excellent
Thus we see customers rated most of the parameters as average or good. Customers were mainly
unhappy with timely delivery of the services, customer services and complaint redressed. Customers
were satisfied with the download/upload limit and also with the technology employed Customers were
very happy with the pricing and connectivity of the BSNLs broadband services.

15: RANKING CUSTOMER SERVICE OF BSNL

Quality

of Number

of Percentage

Service

Customers

Customers

Poor

48

48%

Average

36

36%

Good
Very Good

16
0

16%
0%

Excellent
Total

0
100

0%
100%

of

RANKING CUSTOMER SERVICE OF BSNL

Good; 16%
Poor; 48%
Average; 36%

INTERPRETATION

Hundred randomly chosen customers of BSNL were asked to rank the customer services of BSNL

Out of these 48 customers ranked customer service of BSNL as poor

36 of the customers ranked it as average
And the remaining 16 ranked it as good.
None of the customers ranked it as very good or excellent

Thus, we see that most of the customers are not satisfied by the customer services offered by the
BSNL

16: RANKING OF BROADBAND SERVICE OF BSNL

RANKING OF BROADBAND SERVICE OF BSNL

Excellent; 4% Poor; 2%
Very Good; 22%
Average; 26%

Good; 46%

Quality

of Numberof

Percentage

Service

Customers

Customers

Poor

2%

Average
Good

26
46

26%
46%

Very Good

22

22%

Excellent
Total

4
100

4%

of

100%

INTERPRETATION
Hundred randomly chosen customers of BSNL were asked to rank the overall broadband services
of BSNL (Data One)

Out of these 2 customers ranked overall broadband service of BSNL as poor

26 of the customers ranked it as average
46 of the customers ranked it as good.
22 of the customers ranked it as very good.
And the remaining 4 ranked it as excellent.

Thus, we see that the customers are very much satisfied by the overall broadband services of
BSNL.

17: SATISFACTION LEVEL OF DATA ONE CUSTOMERS

Satisfaction

Number

Level

Customers

Customers

Continuing

91

91%

Service
Discontinued

2%

to 7

7%

Service
Want
Discontinue
Total

of Percentage

of

100
100%

Continuing Service

Discontinued Service

Want to Discontinue

INTERPRETATION
To find the satisfaction level of the Data One customers about 100 customers of BSNL broadband
were asked whether they are continuing the services or not
Out of these hundred 91 of the customers are continuing the services and want to continue it
2 customers has disconnected the services
And the remaining 7 are continuing the service but want to disconnect it

Thus, we see that almost 90% of the customers are satisfied by broadband services offered by the
BSNL and want to continue it