Data Analysis and Interpretation

Q.-1. Do you sell SIM cards?

Responses No. of Responses Percentage

Yes 235 100%
No 0 0%
Total 235 100%

Interpretation: -As it is clear from the above graph that 100% retailers sell all sim cards.

Q.-2. If yes, of which company?

Company Name
No of Connections Sold
monthly
Percentage
Vodafone 45 19%
Airtel 20 8%
BSNL 40 17%
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Reliance 130 55%

Total 235 100%

Interpretation: -As it is clear from the above graph that 45 Hutch connection, 20 Airtel
connection, 40 BSNL connection and 130 Reliance connections are being
sold.

Q.-3. Do you sell recharge card of all brands?

Yes No
187 48
80% 20%

Interpretation: -It is clear from above graph that 80% retailers sell recharge card of
all the brands.

Q.-4. Do you sell BSNL mobile connections Pre Paid & Post Paid?

Yes No
176 59
75% 25%
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Interpretation: -The above graph shows that only 75% of retailers are interested in selling
BSNL Connections.

Q.-5 By which media you get the information about BSNL?

Media No. of respondents Percentage

Newspaper 120 50%
T.V. 60 25%
Magazines 8 4%
Radio 12 6%
Internet 35 15
Total 235 100%

Interpretation: -As it is clear from the above graph that 30% respondents came to know
about BSNL through T.V. and 60% respondents came to know from
newspapers. It can be concluded that BSNL should focus their attention
to Magazines and Radio advertisement.

Q.-6. Which attribute you like most in BSNL mobile service? Please give rank on
scale from 1 to 5.

Responses No. of respondents Percentage Rank

Cheaper than other 88 38% 1st
Better networking 48 20% 2nd
Good service 42 18% 3rd
Easy availability 38 16% 4th
Any other 19 8% 5th

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Total 235 100%

Q.-7. Are you satisfied from the BSNL services?

Responses No. of respondents Percentage

Satisfied 157 62%
Unsatisfied 78 38%
Total 235 100%

Interpretation: -As it is clear from the above graph that 62% retailers are satisfied from
services and 38% retailers are dissatisfied from its services. This graph shows the
problem
related to services

Q.-8. If no, then specify your problem area?

Problems No. of Respondents Percentage

Call Drop 12 15%
Unclear Voice 20 25%
Network Busy 12 15%
Connectivity problem 7 9%
Ineffective Agents 27 35
Total 78 100%

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Interpretation: -As it is clear from the above graph that 15% retailers not satisfied because
call drop, 25% are not satisfied because of unclear voice, 15% are not
satisfied because of network busy and 9% have connectivity problems
and 35% of retailers are not satisfied with the agents and officials.

Q.9. Are you satisfied from their grievance handling system?

Responses No. of Respondents Percentage
Satisfied 115 48%
Dissatisfied 120 52%
Total 235 100%

Interpretation: -As it is clear from the above graph that 48% respondents are satisfied
from grievances handling system and 52% respondents are not satisfied.
This shows the problem solving ability of mobile section. Some
improvement will be necessary.

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Q.-10. From which department you are not satisfied?

Department No. of respondents Percentage

Customer service Dept 20 8%
Distribution department 62 26%
Customer care Dept. 143 60%
Any other Dep. 10 4%
Total 235 100%
Interpretation: -It is clear from the above graph that 20 respondents are not satisfied
from bill dept, 62 respondents are not satisfied from Distribution dept.,
13% respondents are not satisfied from service dept. and 10%
respondents not satisfied from other department

Q.11. Behavior of BSNL employees towards problem solving?

Responses No. Respondents Percentage
Satisfactory 95 40%
Dissatisfactory 104 44%
Can’t say 36 15%
Total 235 100%

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Interpretation: -As it is clear from the above graph that 95 respondents said that behavior
of BSNL employees is satisfactory and other 104 respondents said that
behavior of BSNL employees is not satisfactory 36 can’t say. This graph
shows the behavior of BSNL employees towards problem solving is not
satisfactory so they should improve their behavior regarding their
problem solving.

CONCLUSION

The conclusion is base done the data collected from the survey
in KANPUR city. These are as follows

1.
CELLONE postpaid connection has high quality to attract
customer.
2.
Customer cannot face difficulty to buy this postpaid
connection.
3. CELLONE postpaid connection consume less time to activate.
4. Their services are better than other competitors of the market.
5. The problem faced was by the Prepaid Recharge card retailers
who were not able to tell their problem which occurred during
e topping a mobile .if the customers card didn’t received the
desired amount.
6. BSNL should provide more excel cards in the market with easy
availability.
7. Network should be fast.
8. BSNL should improve customer care services.
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9.BSNL should cut down services charges for ordering of
connections much simpler and understandable to normal
person.

10.BSNL should conduct feedback survey from their

representative to know about consumer’s problems.

11.BSNL should provide such facilities, which can able to retain

or increase their legal customer rate.

12.BSNL should provide new tariff information attach with their

bills.
13.BSNL should make SMS free.
14.The suitable advertising campaign can be carried
15.BSNL should provide mobile handset at a cheaper rate.
16.BSNL payment should be in easy installments basis.
17.BSNL should give training to its employees every year.

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SWOT ANALYSIS

STRENGTH

.
The BSNL is a Government organization and people have more faith.
.
Large distribution of network.
.
Peoples are aware about the BSNL.
.
Transparent services, no hidden charges.
.
Better coverage and multi services.
WEAKNESS

.
The Tariff is decided by BSNL Board.
.
The powers are centralized.
.
The employee’s strength is high.
.
The expenditure on salary is high.
OPPORTUNITIES
.
The BSNL has more variety and better quality of services it can highlight these
attribute in its advertisement.
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The BSNL having vast infrastructure and man power it should start other services
like shopping complex, LIC, Loan etc.

THREAT

.
The competition is increasing.
.
Other service providers are influencing the market.
.
Competitors are coming with new schemes and technologies.
Bibliography

Books:

Marketing
By Philip Kotler

Magazines:
Business Today.
Economic Times.

Websites:

www.google.com
www.scribd.com
www.bsnl.co.in

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www.upe.co.in
www.wikipedia.org
Broachers: -From BSNL
Additional help from the employees of BSNL.

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