Contents:Executive summery Introduction Profile Intresting facts Need of the study Scope of the study Statement of problem Importance

of study Objectives of study Methodology Data source Research approach Sampling Research methodology Source of data Sample size Method of data collection Limitation of study Conclusion About project questionnaire Findings Suggestion and recommendation bibliography

1|Page

Executive summery
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 1505-2011 to 30-062011. The researcher has done an internship project at BSNL, Rajkot (gujrat) in pursuance of market survey on B.S.N.L ,the samples of 200 respondents from among the universe of BSNL users at Rajkot 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 .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

iNTRODUCTION
2|Page

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector telecommunication company in India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, 3G, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest telecommunication company with 24% market share as on March 31, 2008. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector companies in India. BSNL is India's oldest and largest Communication Service Provider (CSP). Currently has a customer base of 73 million as of June 2008. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. To look for details and to collect data for my project I worked in B.S.N.L Office to gather full information about the system and working of whole region and found out the facts about various processes adopted by reliance to pay its advisors and the time period taken for this study are 2 months.

PROFILE
COMPANY NAME: Bharat Sanchar Nigam Ltd.
3|Page

HEADQUARTERS : Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi OFFICE IN RAJKOT (GUJRAT) General manager loha nagar,telecom district Rajkot. Pincode-38004. STATUS: Mini Ratan (a status assigned to reputed public sector companies in India.) FOUNDED: 19th century, incorporated 2000 OWNER : Government of India.

Interesting Facts:
There are 2 million BSNL mobile connections in rural

4|Page

India (a record, no other connection is as famous as bsnl in rural areas) BSNL is the 1st company to introduce 3G in INDIA. BSNL supplies phone lines to all other network such as Airtel,Vodafone etc. Largest pan India coverage-over 11000 towns & 3 lakh Villages. Indias No. 1 wireless service provider with more than 50 Million customers. An incredible speed of 2mbps is only offered by BSNL The only Mobile service available through out the country including Jammu and Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, Mizoram etc.

Customer satisfaction is must to understand the likes and dislikes of customers regarding service. To evaluate understand the channels and how they working.

NEED OF THE STUDY

5|Page

 To know whether customer receive the service on time, and is it full filling their needs to the desired levels.

The study helps to understand whether the customer is satisfied or dissatisfied. To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy. To channel the distribution which will enable to reach the customer and communicate. This will ultimately lead to customer satisfaction.

SCOPE OF STUDY

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 Rajkot Gujrat, research titled Market survey on B.S.N.L has been conducted.

Objectives OF THE STUDY

To ascertain customer preferences of landline and mobile services. To ascertain the customer satisfaction level for mobile services as well as landline services.

6|Page

 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.

Methodology
Data source In this study primary data and secondary data have been used. Secondary data have been collected from internet. Research Approach
7|Page

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 Rajkot (gujrat). The researcher has chosen 200 samples from Rajkot district. The researcher had prepared questionnaire to elicit responses for the following areas Location Age Occupation Monthly income Mobile user Mobile service usage

RESEARCH METHODOLOGY
Introduction: Every business works on an explicit or implicit business plan, which comprises of both the corporate and the competitive strategies of the firm.

8|Page

To implement the above two strategies, there are functional areas, which have their own strategies and plan. management. Marketing research plays an important role in deciding on the market strategy by providing information necessary for choosing an appropriate strategy. This could be termed as marketing research at the strategic level of marketing. Clearly marketing research is a search for answers to some questions, which if answered would lead the company to make critical marketing decisions on an strategic and tactical level. It was a research conducted by me on the topic Market survey on B.S.N.L in Rajkot market in which I tried to find out that if the customer of BSNL are satisfied with products and 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 out brand equity To learn about the brand attributes & their preferences in BSNL The major functional areas of business are marketing, production, finance and human resources

sources of data: There are two types of data

Primary data:

The primary data are collected by the survey

conducted by the questionnaire prepared by me. The surveys were even conducted by telephone, by mail.

9|Page

 Secondary data: The secondary data are of two types internal and external. Internal records of the company are used as the point of the marketing research. This includes information about the product being researched, its history, companys background, market share, and competitors information. These types of informations were collected from the marketing department, sales department and corporate cell for marketing intelligence in the company. External secondary data contains information available from public sources such as business newspapers, business magazines.which publishes monthly reports on various aspects of Indian economy and Industry. Sample size: A sample size of 200 people was taken by me to do the survey. Below is the illustration of the total sample space taken. Total people: 200 Young people(18yrs to Middle aged(25yrs to 25yrs) 45yrs) 90 75 Middle and old(above 45 yrs) 35

Method of collection of data: Survey: This technique of data collection has already been discussed about above in the report. It was conducted in person that is by meeting the person personally, over telephone, and even my mail. The main disadvantage of conducting surveys over telephone or mail is that the facial expression, body language of the respondent cant

10 | P a g e

be observed. Moreover the level of reliability on the results of such surveys are very less and are prone to incorrect results. So approximately 80% of the surveys conducted were by meeting persons personally. The questionnaire used for the survey is in the Annexure part of the report. The field work was done by me at different places like homes, offices, shops, dealerships, franchises, etc. The surveys were done in the office time, so that it is possible to meet every one. Observation: Observation is a technique where the consumers So behaviour is recorded, usually without his/ her knowledge.

according to the definition it is clear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel , Vodaphone, TATA, RCOM, etc.

Limitations of the study

Study has been conducted only in few areas Rajkot (gujrat). For few questions researcher was not able to get proper response which are as follows : Time was not sufficient to conduct detailed study.

11 | P a g e

 For few questions researcher was not able to get proper response which are as follows: i. Chances of Switching. ii. Reason for Switching. iii. Monthly Income.

Conclusion: To conclude the research I would say that the research was done with great effort and by using different techniques like personally interviewing the customers, observing the trend of the of the customers to find out about the customer satisfaction for the BSNL products Rajkot (gujrat) market. The research will provide the BSNL officials about the state of satisfaction in the customers mind about their products and services, like BSNL Broadband, BSNL 3G.
12 | P a g e

THE BSNL SERVICES

BSNL LANDLINE PHONE PLUS SERVICE NEW TELEPHONE CONNECTION PERMANENT CONNECTION CONCESSION IN RENTALS SHIFT OF TELEPHONE TRANSFER OF TELEPHONE TELEPHONE TARIFF

BSNL MOBILE

13 | P a g e

 BSNL WLL INTERNET SERVICES

POSTPAID PREPAID UNIFIED MESSAGING GPRS/WAP/MMS DEMOs TARIFF SMS & BULK SMS NETWORK BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF DIAL UP INTERNET SMS& BULK SMS REGISTER ONLINE TARIFF FAQ CHECK USAGE HVNET RABMN INMARSAT KU-BAND TRANSPONDER

BSNL BROADBAND

3G SERVICES POSTPAID PREPAID TARIFF 3G DATA

DATA COMMUNICATION RABMN INMARSAT

14 | P a g e

HELP DESK DSPT SERVICE GLOBAL CONFERENCING

HELP DESK

15 | P a g e

16 | P a g e

TELEPHONE BSNL Landlines Total number of as on 31/5/2007 3,31,49,457

connections WLL Total number of as on 31/5/2007 35,99,544

connections Village Telephones Total Number of Public

as on 31/5/2007

5,53,484

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

connection STD Stations Number of STD stations Mobile Services Total number of connections 2,84,23 ,283 District Headquarters Covered 608 Total Number of villages Covered 19,81,418 National Highway covered (Km)
17 | P a g e

as on 31/5/2007

32,011

51,366 State Highway Covered (Km) 55,300 Railway route Covered (Km) 28,658

Some of the B.S.N.L Broadband advertisement:

18 | P a g e

Fig: 1 (Source: B.S.N.L official site)

Fig: 2 (Source: B.S.N.L official site)

19 | P a g e

20 | P a g e

use of boll wood stars by B.S.N.L

21 | P a g e

22 | P a g e

23 | P a g e

24 | P a g e

25 | P a g e

BSNL3G
BSNL launched their 3G service in India. 3G is next generation mobile communication system where in which it enhances the multimedia experience and high speed mobile broadband. It also provides the ability to view high quality video on your mobile. You can watch your TV program, download favorite videos, mp3 and also support video messaging. With 3G you can download at a speed of 384 KBPS. currently 3G is provided by BSNL and MTNL only. B.S.N.L had setup 3G experience centers where we can see the live demo and experience the power of 3G. BSNL CMD Kuldip Goyal said 3G services customers would have three monthly subscription options of Rs 350, Rs 650 and Rs 1,350. Apart from this, customers would State-owned Bharat Sanchar Nigam Ltd (BSNL) launched next generation 3G mobile services in India. private operators like Airtel and Vodafone are also get spectrum through auction process. Since BSNL and MTNL are state-owned, they have the

26 | P a g e

privilege over others. As we all know, politics is sick around the globe and seems to be worst in India also get the 3G services through a bundle offer. BSNL is going to offer the following services with 3G: Video calling Video conferencing Rich Multimedia experience Video on demand Internet speeds upto 2mbps Faster video streaming Mobile Gaming

27 | P a g e

Source: www.google.com Description: Landlines, BSNLs main business, is a shrinking market. On top of that, it is losing share to rivals and is making huge losses:

28 | P a g e

Market Share

Figures in million

Year-on-year growth in %

Figures in %

Source: Annual report , Trai

29 | P a g e

Source: Annual report , Trai

set

of questionnaire is prepared keeping in mind the general

30 | P a g e

awareness

of

TELE-COMMUNICATION

as

representative on behalf of B.S.N.L.

.
Please tick ( ) your choice able box 1. Which telecom connection do you use? (a)B.S.N.L ,(b)Others 2. Are you satisfied with B.S.N.L network ? (a)Yes, (b)No 3. For clear sound and better coverage which telecom company do you think best? (a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others. 4. The telecom facility that B.S.N.L is providing is sufficient or not? (a)Yes, (b)No. 5. Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L. (a)Yes, (b)No. 6. Do you think that the sim and cash card of B.S.N.L is available in the market? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? (a)B.S.N.L , (b)Others. 9. Do you have computer at home? (a)Yes , (b)No. 10. Do you have internet connection?

31 | P a g e

(a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

PLACE:.rajkot (gujrat) DATE:............... THANK YOU

32 | P a g e

33 | P a g e

Findings
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 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. 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).

34 | P a g e

 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. Customers perceived that the bills are always inflated. Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill. Customers are expecting more number of free calls. With regards to mobile services options are limited hence customers were switching over to other service providers. The extensive time lag between submission of application and receiving of a telephone connection had made some respondents switch over to other service providers. Customers were preferring to replace their old instrument. Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline. The respondents felt that The BSNL cell ones starter pack and recharge cards are in perennial short supply. The respondents experienced network problems when they used roaming to cities. Even though customers were dissatisfied with BSNL due to Loyalty they are still using BSNL service (For only Incoming). One of the major irritations, as told by the respondents was that the communication instruments provided by BSNL were of poor quality and hence they had to face frequent problems with the instruments.

35 | P a g e

Suggestion and recommendation

BSNL Cellular Service has been rated highly among the customers. The quality of service also rated as good by the customers. This should be maintained. Most of the customers opt cellular communication for their convenience. This should be considered as important factor while designing their marketing strategy. Customers are expecting more value added service like internet, Email, Video clips, etc. The company can make provisions for this. The signal strength is weaker in interior places: service provider should increase the signal strength. The company can look into restructuring of tariff to maintain competitive edge over rivals. The customer care centre should pay more attention in receiving and solving customers complaints. The free incoming calls are key factor for satisfying customer. The same strategy should follow in future also. As the competitors are entering this field in this town the company can formulate appropriate marketing strategy to retrain existing customers and to attract new customers. As the company vision is BSNL LIMITED strives to be the preferred provider of mobile communication services in all its area of operation.
36 | P a g e

With the visionary zeal of a customer oriented and market-driven organization, BSNL abide by its un deterred commitment to provide customer with viable and cost-effective solutions in the domain of its expertise at all times The company should stick to this and always maintain customer satisfaction. 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.

37 | P a g e

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.

Hence, from this report it is clear that BSNL is the best service provider in Asia. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy.

38 | P a g e

Bibliography
1. BOOKS: 1. Kotler Philip,
2.

Nargundkar Rajendra. Marketing Research, 3rd Edition, Published by Tata McGraw-Hill Publishing Company Limited.

3. Kothari.c.r. Research Methodology Published by V.S. Lobri for Wishwa Prakash Eight Edition- 2004 3. WEBSITES 1. www.bsnl.co.in 2. www.yahoo.com 3. www.google.com 4. Wikipedia

39 | P a g e