A STUDY ON CUSTOMER SATISFACTION FOR BSNL RODUCTS 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

ACKNOWLEDGEMENT

First 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.

SYNOPSIS

The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government. In todays competitive world, BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied 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 LIST OF TABLES LIST OF CHARTS INTRODUCTION 1.1 STATEMENT OF PROBLEM 1.2 IMPORTANCE OF THE STUDY 1.3 OBJECTIVES 1.4 SCOPE OF THE STUDY 1.5 RESEARCH METHODOLOGY 1.6 LIMITATIONS OF THE STUDY 1.7 CHAPTER SCHEME 2.1 COMPANY PROFILE 3.1 CONCEPTUAL REVIEW 4.1 ANALYSIS AND INTERPRETATIONS 5.1 FINDINGS AND SUGGESTIONS 6.1 CONCLUSION 7.1 BIBLIOGRAPHY 8.1 ANNEXURE

Page No.
5 6 7 7 7 8 8 9 9 10 19 21 48 52 53 54

LIST OF TABLES :1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 41 42 43 44 45 46 23. Chances of Migration from BSNL Service. 47 Location of the Customers. Age of the Customers. Occupation of the Customers. Monthly Income of the Customers. Customers using Mobile Services or not. Customers using Landline Services or not. Mobile Service used by the Customers. Landline Service used by the Customers. Familiarity of Customers with BSNL. Comparing BSNL with other Services. Respondents by their Age and Mobile Services. Respondents by their Location and Network Coverage Respondents by their Location and Customer Care Respondents by their Cost and Migration from BSNL. Quality of Customer Service and Migration from BSNL. Respondents by their Location and Tariff plan Satisfaction. 21 22 23 24 25 26 27 28 29 30 31 33 35 36 38 39

NL.

LIST OF CHARTS :1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 41 42 43 44 45 46 47 Location of the Customers. Age of the Customers. Occupation of the Customers. Monthly Income of the Customers. Customers using Mobile Services or not. Customers using Landline Services or not. Mobile Service used by the Customers. Landline Service used by the Customers. Familiarity of Customers with BSNL. Comparing BSNL with other Services. Respondents by their Age and Mobile Services. Respondents by their Location and Network Coverage Respondents by their Location and Customer Care Respondents by their Cost and Migration from BSNL. Quality of Customer Service and Migration from BSNL. Respondents by their Location and Tariff plan Satisfaction 21 22 23 24 25 26 27 28 29 30 32 34 35 37 38 40

NL.

INTRODUCTION
1.1 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 study

In 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 7

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 Data source

Research Methodology

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

Research Approach
Primary data have been collected through surveys. Data collection has been done through the use of structured questionnaire

Sampling
Convenient sampling method has been adopted for this study. Researcher has taken samples 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. ii. iii. Chances of Switching. Reason for Switching. Monthly Income.

1.7 Chapter Scheme

Chapter 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 Chapter III Chapter IV Chapter V Chapter VI deals with the industry and company profile deals with the conceptual review deals with the analysis and interpretation deals with the findings and suggestions deals with the conclusion

Chapter VII deals with the Bibliography

Chapter VIII deals with the annexure

2.1 COMPANY PROFILE

On 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. 10

Objectives:-

To be a lead Telecom services provider. Build customers confidence through quality and reliable services. Provide bandwidth on demand. Contribute towards:

o National plan target of 10 crore subscriber base for the country by 2010 o Broadband customers base of 20 million in the country by 2010 o Telephone in all villages. o Implementation of Triple play as a regular commercial proposition.

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ORGANIZATION CHART OF BSNL:-

CMD BSNL
DIRECTOR
FINANCE

DIRECTOR
OPERATIONS

DIRECTOR
COMML&MKT

DIRECTOR
PLANNING&NS

DIRECTOR
HRD

CS&GM (legal)

SR.DDG

(Vigilance)

Sr.DDG (EFC) Sr.DDG (PF) Sr.DDG (FP) Sr.DDG (BBF) Sr. DDG (CA) Sr. DDG (IA) Sr. DDG (TRF) Sr. DDG (SPF)

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)

Sr.DDG (BBD) Sr.DDG (CMTSOM) DDG (CMTS) DDG (COMML) DDG (MKTG) DDG (REGULN)

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 (EST) Sr.DDG (PERS) DDG (IR) DDG (RESTR) DDG (SR) DDG (TRG) CGM, ALTIC CGM,BRBRAIT T

CGMs T.circle/ MD 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

12

Revenue earned by BSNL in last 7 years.

REVENUE

2 0 0 6 -0 7 2 0 0 6 -0 7 2 0 0 5 -0 6 2 0 0 4 -0 5 2 0 0 3 -0 4 2 0 0 2 -0 3 2 0 0 1 -0 2 2 0 0 0 -0 1 0 5000 25293 22000 19814 10000 15000 20000 25000 30000 35000 40000 34616 36138 33450 31400 2 0 0 5 -0 6 2 0 0 4 -0 5 2 0 0 3 -0 4 2 0 0 2 -0 3 2 0 0 1 -0 2 2 0 0 0 -0 1

Gross investment in Fixed Assets

The 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

G R O S S IN V E S T M E N T IN F IX E D A S S E T S
2 0 0 6 -0 7 2 0 0 5 -0 6 2 0 0 4 -0 5 2 0 0 3 -0 4 2 0 0 2 -0 3 2 0 0 1 -0 2 2 0 0 0 -0 1 0
8153 8824 7578 6538 12057 16571 15784
2 0 0 6 -0 7 2 0 0 5 -0 6 2 0 0 4 -0 5 2 0 0 3 -0 4 2 0 0 2 -0 3 2 0 0 1 -0 2 2 0 0 0 -0 1

2 0 0 0 4 0 0 0 6 0 0 0 8 0 0 01 0 0 0 0 2 0 0 0 4 0 0 0 6 0 0 0 8 0 0 0 1 1 1 1

Bharat Sanchar Nigam Limited has 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.

13

Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is certainly on a financial ground that's sound. The corporation has 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 revenue is Rs. 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 for people 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 to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for 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. 14

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.
ISDN 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.

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.
Inet India 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). This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for
WLL

15

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 charge

Recent News
GSM Hardware Tender:BSNL has trimmed down its 60 million GSM tender by 50% , where as main bidder Ericsson has picked up its share of Order ,the second bidder NSN has not accepted order so far. BSNL Brands In year, 2008, BSNL changed the name of all its existing services to streamline its Brand portfolio SERVICE TYPE Landline [Wired] phones CDMA Wireless landlines/mobiles GSM Postpaid Mobiles Dial Up Internet Broadband Internet OLD NAME Bfone Tarang Cell One Sancharnet Dataone NEW NAME BSNL Landline BSNL WLL BSNL mobile Postpaid BSNL internet 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

16

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. TELEPHONE BSNL Landlines Total number of connections WLL Total number of connections Village Public Telephones Total Number of connections Public Telephone [Local, STD& Highway] Total number of connections STD Stations Number of STD stations Transmission Systems as on 31/3/2007 Transmission systems DIGITAL Route (Kms) Microwave Coaxial UHF Optical Fiber Satellite based Services as on 31/3/2007 MCPC-VSATS IDR Systems (2 Mb/8Mb) Mobile Services as on 30/6/2007 Total number of connections District Headquarters Covered Total Number of villages Covered National Highway covered (Km) State Highway Covered (Km) Railway route Covered (Km) 2,84,23 ,283 608 19,81,418 51,366 55,300 28,658 95 98/23 as on 31/5/2007 as on 31/5/2007 as on 31/5/2007 as on 31/5/2007 as on 31/5/2007 3,31,49,457 35,99,544 5,53,484 20,82,824 32,011

Route(Kms) 5340 6,024 45,130 5,37,727

17

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 charges for 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 and convenience to customers.

18

 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 MANAGEMENT
DEFINITION: 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

BRAND EQUITY

BRAND AWARENESS

PERCIVED QUALITY

BRAND ASSOCIATION 19

BRAND LOYATY

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.

20

4.1 ANALYSIS AND INTERPRETATIONS

PROFILE OF THE SAMPLE RESPONDENTS
LOCATION TABLE 1 Valid GURGAON KARNAL ROHTAK Total Frequency Percent 145 58.0 57 22.8 48 19.2 250 100.0 Valid Percent 58.0 22.8 19.2 100.0 Cumulative Percent 58.0 80.8 100.0

CHART 1 LOCATION

60 50 Percent 40 30 20 10 0 Location Gurgaon 58 Karnal 22.8 Rohtak 19.2

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

21

AGE TABLE 2 Valid bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50 Total Frequency Percent 51 20.4 100 40.0 46 18.4 33 13.2 20 8.0 250 100.0 Valid Percent 20.4 40.0 18.4 13.2 8.0 100.0 Cumulative Percent 20.4 60.4 78.8 92.0 100.0

CHART 2 AGE
40 30
Percent

20 10 0
AGE bet 20-30 20.4 bet 31-35 40 bet 36-40 18.4 bet 41-50 13.2 above 50 8

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%).

OCCUPATION 22

TABLE 3 Frequency Valid Managerial Business Clerical Manual worker Student Retired Agriculture Professional Total 113 85 24 17 7 2 1 1 250 Percent 45.2 34.0 9.6 6.8 2.8 .8 .4 .4 100.0 Valid Percent 45.2 34.0 9.6 6.8 2.8 .8 .4 .4 100.0 Cumulative Percent 45.2 79.2 88.8 95.6 98.4 99.2 99.6 100.0

CHART 3 OCCUPATION
50 45 40 35 Percent 30 25 20 15 10 5 0 Manager Busines Clerical ial s 45.2 34 9.6 Manual worker 6.8 Student 2.8 Retired 0.8 Agricultu Proffessi re onal 0.4 0.4

Occupation

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 N Valid 245

23

Missing

MONTHLY INCOME TABLE 4 Valid below 5000 bet 5000-10000 bet 10000-15000 bet 15000-25000 above 25000 Total System Frequency Percent 27 10.8 132 52.8 62 24.8 11 4.4 13 5.2 245 98.0 5 2.0 250 100.0 Valid Percent 11.0 53.9 25.3 4.5 5.3 100.0 Cumulative Percent 11.0 64.9 90.2 94.7 100.0

Missing Total CHART 4

MONTHLY INCOME

60 50 40 30 20 10 0
below 5000

Percent

bet 500010000 53.9

b et 1000015000 25.3

bet 1500025000 4.5

above 25000 5.3

Monthly income

11

INFERNCE: As the Table depicts, a good majority of the respondent (53.9%) consumers monthly income is between (5000-10000), while monthly income between (1500025000) is least (4.5%). MOBILE USE TABLE 5 24

Valid

YES NO Total

Frequency 183 67 250

Percent 73.2 26.8 100.0

Valid Percent 73.2 26.8 100.0

Cumulative Percent 73.2 100.0

CHART 5

MOBILE USE

80 60 Percent 40 20 0 Mobile use YES 73.2 No 26.8

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 25

Valid

YES NO Total

Frequency Percent 237 94.8 13 5.2 250 100.0

Valid Percent 94.8 5.2 100.0

Cumulative Percent 94.8 100.0

CHART 6 LANDLINE USE

100 80
Percent

60 40 20 0 YES 94.8 NO 5.2

Landline 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 PREFERENCE

26

MOBILE SERVICE TABLE 7 Valid No mobile BSNL Tataindicom Reliance Airtel Aircel Hutch Total Frequency 67 78 1 26 25 37 16 250 Percent 26.8 31.2 .4 10.4 10.0 14.8 6.4 100.0 Valid Percent 26.8 31.2 .4 10.4 10.0 14.8 6.4 100.0 Cumulative Percent 26.8 58.0 58.4 68.8 78.8 93.6 100.0

CHART 7 MOBILE SERVICE

40 30 Percent 20 10 0 Mobile service No 26.2 BSNL 31.2 Tataindi Relianc 0.4 10.4 Airtel 10 Aircel 14.8 Hutch 6.4

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 SERVICE TABLE 8 Frequency Percent Valid Percent Cumulative Percent 27

Valid

No Landline BSNL Tataindicom Airtel Total

13 221 8 8 250

5.2 88.4 3.2 3.2 100.0

5.2 88.4 3.2 3.2 100.0

5.2 93.6 96.8 100.0

CHART 8 LANDLINE SERVICE

100 80
Percent

60 40 20 0 No landline 5.2 BSNL 88.4 Tata indicom 3.2 Airtel 3.2

Landline 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.

FAMILIAR TABLE 9 Frequency Percent Valid Percent Cumulative

28

Valid

Very familiar Some what familiar Familiar but never used it Total

128 120 2 250

51.2 48.0 .8 100.0

51.2 48.0 .8 100.0

Percent 51.2 99.2 100.0

CHART 9 FAMILIAR

60
Percent

40 20 0
very familiar Some what familiar 48 Familiar b ut never used 0.8

Familiar

51.2

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 SERVICES TABLE 10

29

Frequency Percent Valid Much better Some what better About the same Some what worse Dont know/Never used Total 58 99 65 27 1 250 23.2 39.6 26.0 10.8 .4 100.0

Valid Percent 23.2 39.6 26.0 10.8 .4 100.0

Cumulative Percent 23.2 62.8 88.8 99.6 100.0

CHART 10 COMPARING WITH OTHER SERVICES

40 30
Percent

20 10 0
Much b etter some what b etter 39.6 Ab out the same 26 Some what Dont worse know/never 10.8 0.4

Comparing with other services

23.2

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 No mobile AGE bet 2030 Count % within AGE 10 19.6% Total BSNL 18 35.3% Tataindicom 1 2.0% Reliance 1 2.0% Airtel 11 21.6% Aircel 8 15.7% BPL/ Hutch 2 3.9%

51 100.0%

30

bet 3135

Count % within AGE Count % within AGE Count % within AGE Count % within AGE Count % within AGE

30 30.0% 11 23.9% 8 24.2% 8 40.0% 67 26.8%

26 26.0% 14 30.4% 12 36.4% 8 40.0% 78 31.2 % 1 .4%

12 12.0% 6 13.0% 6 18.2% 1 5.0% 26 10.4%

8 8.0% 3 6.5% 1 3.0% 2 10.0% 25 10.0 %

20 20.0% 5 10.9% 3 9.1% 1 5.0% 37 14.8%

4 4.0% 7 15.2% 3 9.1%

100 100.0% 46 100.0% 33 100.0% 20 100.0%

bet 3640

bet 4150

above 50

Total

16 6.4%

250 100.0%

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 Value df Asymp. Sig. (2-sided) Pearson Chi-Square 37.625 24 .038 Likelihood Ratio 37.654 24 .038 N of Valid Cases 250 a.17 cells (48.6%) have expected count less than 5. The minimum expected count 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.

31

CHART 11
30

25

20

Count

15

10

0 No mob ile BSNL Tataindicom Reliance Airtel Aircel Hutch

b et 20-30 10 18 1 1 11 8 2

bet 31-35 30 26 0 12 8 20 4

bet 36-40 11 14 0 6 3 5 7 AGE

b et 41-50 8 12 0 6 1 3 3

ab ove 50 8 8 0 1 2 1 0

LOCATION * NETWORK Cross tabulation

NETWORK Total

32

Very satisfie d

Quite satisfie d

Neutra l

Quite dissati sfied

Very dissat isfied

LOCATION

GURGAON

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

92 63.4% 14 24.6% 9 18.8% 115 46.0%

33 22.8% 26 45.6% 19 39.6% 78 31.2%

11 7.6% 9 15.8% 10 20.8% 30 12.0%

3 2.1% 5 8.8% 7 14.6% 15 6.0%

6 4.1% 3 5.3% 3 6.3% 12 4.8%

145 100.0% 57 100.0% 48 100.0% 250 100.0%

KARNAL

ROHTAK

Total

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 TABLE 12 Value Pearson Chi-Square Likelihood Ratio N of Valid Cases 48.112(a) 49.503 250 df 8 8 Asymp. Sig. (2-sided) .000 .000

33

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
100 80 60 40 20 0 GURGA KARNAL RIHTAK ON 92 33 11 3 6 14 26 9 5 3 9 19 10 7 3

VERY SATISFIED QUITE SATISFIED NEUTRAL QUITE DISSATISFIED VERY DISSATISFIED

LOCATION * CUSTOMER CARE Cross tabulation

CUSTOMER CARE Total

Very satisfi ed LOCATION COIMBATOR E POLLACHI TIRUPUR Total Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION 52 35.9 % 11 19.3 % 7 14.6 % 70 28.0 %

Quite satisfi ed 46 31.7 % 22 38.6 % 9 18.8 % 77 30.8 %

Neutr al 16 11.0 % 10 17.5 % 17 35.4 % 43 17.2 %

Quite dissa tisfie d 10 6.9% 9 15.8 % 9 18.8 % 28 11.2 %

Very dissa tisfie d 21 14.5 % 5 8.8% 6 12.5 % 32 12.8 %

145 100.0 % 57 100.0 % 48 100.0 % 250 100.0 %

Hypothesis:

34

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

TABLE 13 Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 30.685(a) 8 .000 Likelihood Ratio 29.763 8 .000 N of Valid Cases 250 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.38. INFERENCE: From the above Table, calculated value is (30.69) 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 level of BSNL Customer care. CHART 13

60 50 40 30 20 10 0 GURGAO KARNAL ROHTAK N 52 46 16 10 21 11 22 10 9 5 7 9 17 9 6

VERY SATTISFIED QUITE SATTISFIED NEUTRAL QUITE DISSATISFIED VERY DISSATISFIED

35

COST * MIGRATION Cross tabulation

MIGRATION Total

Certain

High chance

Not sure

Low chance

Never

COST

Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

Count % within COST Count % within COST Count % within COST Count % within COST Count % within COST Count % within COST

1 1.4% 1 1.1% 3 7.9% 6 16.7% 5 41.7% 16 6.4%

1 1.4% 4 4.3% 2 5.3% 1 2.8%

5 7.0% 21 22.6% 16 42.1% 12 33.3% 3 25.0%

8 11.3% 38 40.9% 11 28.9% 7 19.4% 1 8.3% 65 26.0%

56 78.9% 29 31.2% 6 15.8% 10 27.8% 3 25.0% 104 41.6%

71 100.0% 93 100.0% 38 100.0% 36 100.0% 12 100.0% 250 100.0%

Total

8 3.2%

57 22.8%

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 Tests TABLE 14 Value df Asymp. Sig. (2-sided) Pearson Chi-Square 104.622(a) 16 .000 Likelihood Ratio 93.631 16 .000 N of Valid Cases 250 a. 12 cells (48.0%) have expected count less than 5. The minimum expected count is .38. INFERENCE: 36

From the above Table, calculated value is (104.62) 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 Satisfaction of Cost of BSNL and Migration of Customers. CHART 14
60 50 40 30 20 10 0 very quite quite very satisfi satisfi neutral dissati dissati ed ed sfied sfied 1 1 5 8 56 1 4 21 38 29 3 2 16 11 6 6 1 12 7 10 5 0 3 1 3

certain high chance not sure low chance never

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation

MIGRATION Total

Certain

High chanc e

Not sure 1 4.2%

Low chance 2 8.3% 19 28.8% 19 25.0% 15 42.9% 10 20.4% 65

Never

QUALITY OF CUSTOMER SERVICE

Excellent

Good

Average

Poor

Very poor

Total

Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count

21 87.5% 33 50.0% 27 35.5% 10 28.6% 13 26.5% 104

24 100.0% 66 100.0% 76 100.0% 35 100.0% 49 100.0% 250

3 4.5% 4 5.3% 1 2.9% 8 16.3% 16

2 3.0% 2 2.6% 1 2.9% 3 6.1% 8

9 13.6% 24 31.6% 8 22.9% 15 30.6% 57

37

% within QUALITY OF CUSTOMER SERVICE

6.4%

3.2%

22.8%

26.0%

41.6%

100.0%

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 Tests TABLE 15 Value df Asymp. Sig. (2-sided) Pearson Chi-Square 47.985(a) 16 .000 Likelihood Ratio 47.897 16 .000 N of Valid Cases 250 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
35 30 25 Count 20 15 10 5 0 Excellen t 0 0 1 2 Good 3 2 9 Average 4 2 24 Poor 1 1 8 Very poor 8 3 15 10

Certain High chance Not sure Low chance

19 19 15 Quality of customer service

38

LOCATION * TARIFF Cross tabulation

TARIFF Total

Very satisfie d

Quite satisfie d

Neutral

Quite dissati sfied

Very dissat isfied

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

71 49.0% 15 26.3% 8 16.7% 94 37.6%

54 37.2% 24 42.1% 17 35.4% 95 38.0%

14 9.7% 10 17.5% 16 33.3% 40 16.0%

3 2.1% 4 7.0% 7 14.6% 14 5.6%

3 2.1% 4 7.0%

145 100.0% 57 100.0% 48 100.0%

POLLACHI

TIRUPUR

Total

7 2.8%

250 100.0%

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 Tests

TABLE 16
Value df Asymp. Sig. (2-sided) Pearson Chi-Square 41.203(a) 8 .000 Likelihood Ratio 40.086 8 .000 N of Valid Cases 250 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

39

of BSNL Tariff Plan. CHART 16

80 70 60 50
COUNT

40 30 20 10 0 Gurgaon 71 54 14 3 3 Karnal 15 24 10 4 4 Rohtak 8 17 16 7 0

Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

Quality Of customer service

40

ANALYSIS OF BRAND ATTRIBUTES

TARIFF TABLE:17 Frequency Percent Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 94 95 40 14 7 250 37.6 38.0 16.0 5.6 2.8 100.0 Valid Percent 37.6 38.0 16.0 5.6 2.8 100.0 Cumulative Percent 37.6 75.6 91.6 97.2 100.0

CHART :17

40 30
Percent

20 10 0
Tarrif Quite dissatisfied 5.6 Very dissatisfied 2.8

very satisfied 37.6

Quite satisfied 38

Neutral 16

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.

41

NETWORK
TABLE 18 Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 115 78 30 15 12 250 Percen t 46.0 31.2 12.0 6.0 4.8 100.0 Valid Percent 46.0 31.2 12.0 6.0 4.8 100.0 Cumulative Percent 46.0 77.2 89.2 95.2 100.0

CHART 18
60 Percent 40 20 0
Very satisfied 46 Quite satisfied 31.2 Quite very dissatisfie dissatisfie 6 4.8

Neutral 12

Network

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.

42

COST TABLE 19

Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 71 93 38 36 12 250

Percent 28.4 37.2 15.2 14.4 4.8 100.0

Valid Percent 28.4 37.2 15.2 14.4 4.8 100.0

Cumulative Percent 28.4 65.6 80.8 95.2 100.0

CHART 19

40 30
Percent

20 10 0
Very satisfied 28.4 Quite satisfied 37.2 Neutral 15.2 Quite Very dissatisfied dissatisfied 14.4 4.8

Cost

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.

43

CUSTOMER CARE TABLE 20

Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 70 77 43 28 32 250 Perce nt 28.0 30.8 17.2 11.2 12.8 100.0 Valid Percent 28.0 30.8 17.2 11.2 12.8 100.0 Cumulative Percent 28.0 58.8 76.0 87.2 100.0

CHART 20

40 30
Percent

20 10 0
Very satisfied Quite satisfied 30.8 Neutral 17.2 Quite dissatisfied 11.2 Very dissatisfied 12.8

Customer Care

28

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 PACKAGE

44

TABLE 21

Valid

Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total

Frequency 44 67 95 33 11 250

Percent 17.6 26.8 38.0 13.2 4.4 100.0

Valid Percent 17.6 26.8 38.0 13.2 4.4 100.0

Cumulative Percent 17.6 44.4 82.4 95.6 100.0

CHART 21

40 30
Percent

20 10 0
Very 17.6 Quite 26.8 Neutral 38 Quite 13.2 Very 4.4

Additional package

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 SERVICE TABLE 22 45

Frequency Valid Excellent Good Average Poor Very poor Total 24 66 76 35 49 250

Percent 9.6 26.4 30.4 14.0 19.6 100.0

Valid Percent 9.6 26.4 30.4 14.0 19.6 100.0

Cumulative Percent 9.6 36.0 66.4 80.4 100.0

CHART 22

40 30
Percent

20 10 0
Excellent 9.6 Good 26.4 Average 30.4 Poor 14 Very poor 19.6

Quality of customer service

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.

MIGRATION TABLE 23

46

Frequency Valid Certain High chance Not sure Low chance Never Total 16 8 57 65 104 250

Percent 6.4 3.2 22.8 26.0 41.6 100.0

Valid Percent 6.4 3.2 22.8 26.0 41.6 100.0

Cumulative Percent 6.4 9.6 32.4 58.4 100.0

CHART 23

60
Percent

40 20 0

Certain 6.4

High 3.2

Not sure 22.8

Low chance 26

Never 41.6

Migration

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:-

47

 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.

48

 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.

49

 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.

50

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:51

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 :52

PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLER

MARKETING RESEARCH

- N.K MALHOTRA

WEBSITES:
1. www.bsnl.co.in 2. www.yahoo.com 3. www.google.com

9.1 ANNEXURE:53

1. What is your Age? a. Between 20-30. d. Between 41-50. b. Between 31-35. e. Above 50. c. Between 36-40.

2. Which of these best describes your job? a. b. c. d. e. f. g. Managerial Professional Clerical Manual Worker Student Retired 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. b. c. d. e. f. BSNL. Tata Indicom. Reliance. Airtel. Aircel. BPL\Hutch.

g. Any other please mention 6. 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?

54

d.

a. Very familiar (use on regular basis). b. Some what familiar (use it only some times). c. Familiar but never used it. Never heard of service before.

8. How satisfied are you with the Tariff plan of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

9. How satisfied are you with the network of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

10. How satisfied are you with the cost of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

11. How satisfied are you with the customer care of BSNL? a. Very satisfied b. Quite satisfied c. Neutral d. Quite dissatisfied e. Very dissatisfied 12. How satisfied are you with the additional packages of BSNL? a. Very satisfied b. Quite satisfied c. Neutral d. Quite dissatisfied e. Very dissatisfied . 13. Compared with others would you say that BSNL is

55

a. b. c. d. e.

Much better. Some what better. About the same. Some what worse. 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. b. c. d. e. Certain. High chance. Not sure. Low chance. Never.

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

56