BAREILLY COLLEGE BAREILLY
A
MARKET SURVEY REPORT
On
CUSTOMER SATISFECTION TOWARDS SERVICES OF BSNL
SUBMITTED FOR THE PARTIAL FULFILLMENT OF THEDEGREE BACHELOR OF BUSINESS ADMINISTRATION.
SESSION : 2008-09
SUBMITTED BY : UNDER GUIDANCE :
Mohd. Kashif Hasan Mr. Abhishek Gupta
BBA IV Sem LecturerRoll NO. 801059 Bareilly College,
Bareilly
CERTIFICATE
ABHISHEK GUPTABBA DEPARTMENT
Date………………
This is to certified that Mr. Mohd. Kashif Hasan is a regular student of
B.B.A IV SEM and he has completed the market survey report on the topic
“A MARKET SURVEY REPORT ON CUSTOMER SATISFACTN
TOWARDS BSNL V/S VODAFONE Under my supervision.
It is certified that the whole market survey report is based on his individual
efforts and the analysis is found up to mark.
I therefore recommend that the market survey report preparer by the
candidate be sent for evaluation.
(Abhishek Gupta)Lecturer
BBA DepartmentBareilly College, Bareilly.
PREFACE
A mobile phone or mobile, as well as cell phone, cellular phone, cell,
wireless phone, cellular telephone, mobile telephone or cell telephone) is
a long-range, electronic device used for mobile voice or data communication
over a network of specialized base stations known as cell sites. In addition to
the standard voice function of a mobile phone, telephone, current mobile
phones may support many additional services, and accessories, such as SMS
for text messaging, email, packet switching for access to the Internet,
gaming, Bluetooth, infrared, camera with video recorder and MMS for
sending and receiving photos and video, MP3 player, radio and GPS. Most
current mobile phones connect to a cellular network of base stations (cell
sites), which is in turn interconnected to the public switched telephone
network (PSTN) (the exception is satellite phones).
In this project I have discussed the services of BSNL and Vodafone and
their comparative study.
ACKNOWLEDGEMENT
I would like to take this opportunity to express my deep gratitude to all those
who, directly or indirectly made this project possible.
I have got considerable help and support in making this project report a
reality from many people.
I would like to thank Mr. Abhishek Gupta , Lecturer , BBA Department ,
Bareilly College, Bareilly whose endeavor for perfection, under fatigable
zeal, innovation and dynamism contributed in a big way in completing this
project. This work is the reflection of his thought, ideas, concept and above
all his modest effort.
Mohd. Kashif Hasan
CONTENT
INTRODUCTION
COMPANY PROFILE
KNOWLEDGE ABOUT COMPANY
OBJECTIVE OF THE SURVEY
RESEARCH METHODOLOGY
HYPOTHESIS
COLLECTION OF DATA
QUESTIONNAIER
DATA ANALYSIS AND INTERPRETATION
FINDING AND SUGGESTION
CONCLUSION
BIBLIO GRAPHY
APPENDIX
COMPANY PROFILE
BHARAT SANCHAR NIGAM LTD.
On October 1, 2000 the Department of Telecom Operations, Government of
India became a corporation & was enriched Bharat Sanchar Nigam
Limited (BSNL). Today, it is the No.1 Telecommunications Company and
the 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 and with over 35 million telephone
connections.
With latest digital switching technology like OCB, EWSD,AXE-10,
FETEX, NEC etc. and widespread transmission network including
SDH system up to 2.5 gbps, DWDN system up to 80 gbps, Web Telephony,
DIAS, VPN, Broadband and more than 400,000 data customers, BSNL
continues to serve its great nations.
Its responsibilities include improvement of the already impeccable quality
telecom services, expansion of telecom network, introduction of new
telecom services in all villages and instilling confidence among its
customers.
BSNL has managed to shoulder these responsibilities remarkably and deftly.
Today with over 45 million line capacity, 99.9% of its exchanges digital,
nation wide Network management & surveillance system (NMSS) to control
the telecom traffic and over 4, 00,000 route kms of OFC network, Bharat
Sanchar Nigam Limited is a name to reckon with in the world of
connectivity. Along with its vast customer base, BSNL’s financial and asset
bases too are vast and strong. Consider the figures, as they speak volumes ob
BSNL’s standing;
The Telephone infrastructure alone is worth about Rs. 1, 00,000 crore (US $
22.74 billion)
Turnover of Rs. 31,400 crore (US $ 7014 billion)
Add to which, BSNL’s nationwide coverage and 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.
As largest telecom operator, BSNL provides backbone to the information
society in India. Being a communications leader of the country. BSNL
appreciates and fully understands significance of cyber security. We would
like to assure our customers that BSNL will take necessary measures to
safeguard the security of network and protect critical information
infrastructure from any possible invasion.
We are committed to provide world class state-of-the-art telecom service to
our customers. In this endeavor we have introduced various value added
services. We will shortly introduce prepaid service for our landline
customers also. We also have plans to provide 10 million phone
connections, 8lakh internet and 6lakh broadband connections during the
current financial year. Board of directors corporate structure of BSNL Board
consists of CMD & Five full time Directors Human Resource Development
(HRD), Planning & New Services, Operations, Finance and commercial &
Marketing, who manages the entire of BSNL operations. There are three
other Directors in the full BSNL.
CMD-Shri A.K. Sinha
Shri A.K. Sinha joined the Indian Telecommunication Service of Govt. of
India in the years 1969. He is B.sc (Engineering) from MIT muzaffarpur
prior to joining India Telecom Service he worked as a Lecturer at Bihar
College of Engineering, Patna.
Shri A, K. Sinha has wide experience in installation and commissioning of
various switching systems in the network of Calcutta Telephones and Delhi
Telephones. While working as Divisional Engineer (Installation), he was
instrumental in commissioning first c-400 type Japanese Telephones. Has
got installed c-400and many Analog as well as Digital Telephone
Exchanges. He has taken extensive training both within the country and
abroad in various Telecom Switching Systems and many other important
fields of Telecommunications. He has also worked for three years on
deputation to the Telecom Department of Government of Nigeria as
Principal Engineer Training. Shri Sinha has worked as Chief General
Manager of Andaman and Nicobar Island Telecom Circle and Jharkand
Telecom Circle. Shri Sinha joined as CMD BSNL on 16.09.2004. Prior to
joining as CMD, he was working as Sr. DDG (Switching) in BSNL
Corporate Office.
Director (Operations)- Shri J.R. Gupta
Shri J.R. Gupta is an Electrical Engineer, graduated from Punjab
University. He joined the Indian Telecom Service of the DOT through a
country wide competitive examination in December 1972. During the last
more than 33 Years, he had various important & responsible positions in the
DOT. He has worked for installation/commissioning of Telecom
Transmission Projects, Planning, Network Operations and Maintenance,
Human Resource Development, Regulatory Affairs, and Licensing and
Standardization. Before joining the BSNL Board, as Senior Director
General, he was heading the Telecom Engineering Center of DOT, which is
a reputed institution that works on Telecom Standardization Engineering,
evaluation of Telecom Projects, Services and Networks.
Director (Planning & New Services)- Shri R.L.Dube
Shri R.L. Dube joined the Department of Tele Communication as ITS
Group “A” officer in the year 1971. He is B.E. (Electrical) from
Allahabad University. He has served in various capacities at number of
stations viz. Delhi, Patna, Ahmedabad, Mumbai, Bhopal, Indore and Pune.
His filed of specialization is “Telecom Management”. Shri Dube has many
firsts in Telecom network in India in his name like introduction of STD
PCOs, computerization of FRS & commercial system, Introduction of
modern customer care centers issuance of pagers to telecom field staff for
prompt customer care etc. Shri Dube has taken training on latest telecom
technologies in countries like France, Germany, Switzerland and Sweden.
Before joining BSNL as Director (Planning & NS) on 15th December 2004,
he was working as Executive Director (MTNL), Mumbai.
Shri G.S.Grover belongs to 1970 batch of Indian Telecom Service. He is BE
(electrical) from MACT Bhopal and PhD from IIT Delhi. He has worked in
the Department in different capacities as Area Manager, General Manager
Projects, General Manager Telecom, Chief Vigilance Officer, and
Department of Telecommunications.
He has joined as Director (Commercial & Marking) BSNL on 01.05.2005.
He is responsible for the activities relating to Cellular Mobile Services,
Commercial, New Services, Regulatory matters and Business Development.
Director (HRD )- Shri Niranjan Singh
Shri Niranjan Singh joined the Indian Telecommunication Service of
Government of India in the year 1971. He is B.Sc. (Electrical
Engineering) from Aligarh Muslim University with specialization in
communications. Shri Singh was deputed to Kingdom of Saudi Engineer-
cum- Quality Surveyor in Telecom Operations and maintenance projects of
Eastern Province and also as Project Director of Saudi Telecom external
plant expansion project in the capital city of Riyadh during 1985-90. Shri
Singh visited countries like USA, UK, Germany. Sweden, Bahrain,
Singapore, Malaysia and Hong Kong to get excellent exposure of
management of telecom systems at international level. Before joining as
Director (HRD) Mr. Singh held the charge of Chief General Manager
(south) and Principal Chief General Manager (Operations) in HTML. Shri
Singh as Direcrtor (HRD) on Ist May 2005. He is responsible for
formulating and implementing policies pertaining to personnel, industrial
relations, training, performance management, employee’s productivity etc.
of BSNL.
SERVICE OF BSNL
Basic Telephone Services
The Plain old, Country wide telephone Service through 32,000 electronic
exchanges. Digitalized Public Switched Telephone Network (PSTN) with a
host of Phone plus value additions.
Data One
BSNL launched Data One broadband service in January 2005 which shall be
extended to 198 cities cities very shortly. The service is being provided on
existing copper infrastructure on ADSL 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.
VISION
To become the largest telecom Service Provider in South East Asia.
MISSION
i. To provide world class State-of -art technology telecom services on
demand at affordable price.
ii. To Provide world class telecom infrastructure to develop the country’s
economy.
OBJECTIVES
To be a Lead Telecom Services Provider.
Build customers confidence through quality and reliable service.
Provide Bandwidth on demand.
Contribute towards:
INTERNET
Keeping the global networks networked, the countrywide Internet Services
of BSNL under the brand name 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 Sanchar net
account from any place in India using the same access no ‘172233’. the
facility shish 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.
ISDN
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.
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)
Premium Rae Service (PRM)
Universal Access Number (UAN) and more I- Net
Leased Lines & Datacom
BSNL provides leased lines for voice and data communication for various
application 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 64 kbps up to 2mbps,
useful for Internet leased lines and International Principe Leased Circuits
(IPLCs).
Wireless in Local Loop
This is a communication system that connects customers to the Public
Switched Telephone Network (PSTN) using radio frequency signals as a
substitute for 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 areas.
Connecting the remote and scattered rural areas.
Limited mobility without any air-time charge.
Why Choose BSNL’S TARANG CDMA Mobile
BSNL’s WLL Tarang service is the most reliable and affordable service
giving you the set of both fixed line telephone & Mobile telephony. It offers
host of value added services at virtually no cost to our esteemed subscribers.
Customer may get the handset by paying premium approx. Rs. 20 /-Per
month only for the comprehensive policy taken for the cost of handset.
With the convergence of technologies, catalyzed by the global IT revolution
the world is witnessing change as never before in recorded history. In the
realm of telecommunication, the change and the pace of it are more
pronounced - from basic telephony to voice, video and data services, and
from bandwidth on demand to virtual private networks, IT is making the
entire plethora of BSNL's telecom services expand. And, being rapidly
implemented as the backbone for running customer-friendly services:
FRS (Fault Repair System), DQ (Directory Enquiry), IVRS (Interactive
Voice Response System) and accounting and billing systems are already
operational at BSNL.
DOTSOFT , an integrated commercial & FRS package being inducted
countrywide, to provide single window convenience.
Telephone Directory on CD ROM and on the internet.
Infrastructure, technology and expertise for full service support to e-
commerce enterprises.
BSNL MOBILE
India's fastest growing cellular service , along with postpaid and prepaid
services brings cellular telephony to the masses, through innovative
technology and strategic pricing.
This ambitious service uses state-of-the-art GSM technology to attain global
excellence and leadership in business. Our entry into this sector has brought
GSM cellular service at an affordable cost to the common man. All serving a
single objective, to provide better communication to millions across
India.
Customers have reposed tremendous faith in BSNL and it has enrolled over
30 Lakh Cellular customers within ten months of launch of Cellular service,
an unprecedented mark in Indian Cellular Market.
Why should you choose BSNL Mobile?
For the first time in the country, all major towns and cities are covered
through our network
All major national and state highways are covered
National and International SMS facility
International roaming available for more than 300 networks across the
world
The facility of one number roaming across the country
Appropriate and reasonable tariff packages to suit every pocket
Absolute transparency in billing. All regular features of cellular
telephony, such as SMS as well as advanced features like MMS are
available.
24 Hour helpline all across the country.
The only Mobile service available through out the country including
Jammu and Kashmir and North Eastern states like Arunachal Pradesh,
Nagaland, Mizoram etc.
BSNL Service Plus:
CellOne provides a number of Value Added Services. These services helps
BSNL serve you better & enhance the ease & quality of communication thus
bringing global connectivity at your doorstep.
Voice Mail Service
Value Added Services SIM Based service SMS based
Services
Short Message Service (SMS)
Group Messaging
National & International roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
Unified Messaging Services: This provides Voice mail, FAX, e-
mail, text to voice
services on your mobile phone. So stay in touch with your nears
and dears by
means you like the most.
Wireless Application Protocol (WAP): Surf WAP enabled
websites on Internet using
this service.
BSNL Mobile offers you a host of value added services and unmatched
features not found in any other Cellular service As a proud subscriber of
BSNL Mobile service you will stay in touch with your nears and dears any
where in India because BSNL Mobile is the only Cellular service which is
available in all major cities and covers all major highways. BSNL Mobile
gives you all India roaming facility (including Delhi and Mumbai) and
International roaming facility to more than 300 networks across the world.
As a BSNL Mobile subscriber you will enjoy benefits like:
A host of value added services are also available at very economical
charges:
Voice Mail Service
Short Message Service (SMS)
Group Messaging
National and International Roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
In services like Prepaid cards, Universal Access No.split
charging,VPN etc
BSNL Mobile Tariffs Get 200 SMS (within LSA) free on every new connection (Postpaid or
Prepaid)
Get a fancy (vanity) number of your choice on lower rates (Postpaid or Prepaid)
BSNL Mobile Post paid service
Plan 99 Plan 198 Plan 225 Plan 325 Plan 425 Plan 525 Plan 725 Plan 999 Optional Services (SMS,VMS,E-mail etc.
Domestic SMS International SMS CLIP GPRS WAP MMS Voice Mail Corpaorate & Non Corpoarte VPN Zonal corpaorate & Non Corpoarte VPN/CUG
Unlimited and concessional VPN packages between
BSNL fixed and BSNL cellular service.
Compare various plans International roaming tariff
BSNL Mobile Prepaid service
BSNL Mobile Prepaid Prepaid Anant (Lifetime prepaid) Own Your Vanity Prepaid worth Rs. 3000/- See Card Options Optional Services (SMS, VMS etc)
Postpaid Plans(updated on 31.03.2009)
Particulars Plan-99 Plan-198 *Plan-225 Plan-325 *Plan-425 *Plan-525 Plan-725 Plan-999
1. Initial one time payment in Rs.
a. Registration amount in Rs @ 500 500 500 500 500 500 500 500
b. Activation Charges 100 100 100 100 100 100 100 100
2. Security Deposit in Rs. #
a. Local 500 500 500 500 500 500 500 500
b. Local+STD 1000 1000 1000 1000 1000 1000 1000 1000
c. Local+STD+ISD 2000 2000 2000 2000 2000 2000 2000 2000
d. Local+STD+ISD+ International roaming
5000 5000 5000 5000 5000 5000 5000 5000
3. Fixed Monthly Charges in Rs. 99 198 225 325 425 525 725 999
4. Free calls /month (Worth Rs.)
0 0 125 150 175 300 0 999
4.1 Free Calls Local in Min* 50 50 Nil Nil Nil Nil unlimited Nil
4.2Free Calls STD in min* Nil Nil Nil Nil Nil Nil 725 Nil
Particulars Plan-99 Plan-198 Plan-225 Plan-325 Plan-425 Plan-525 Plan-725 Plan-999
5. Call Charges/Min in Rs.
6. Pulse rate (For 60 60 60 15 60 15 60 15
intra/inter circle calls)
A. Intra circle calls (Rs./Min) (Local Calls)
(i) To GSM (Own network) 1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(ii) To GSM (Others network) 1.00 1.00 0.60 0.50 0.50 0.40 0.40 0.60
(iii) To Fixed/WLL (Own network) 1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(iv)To Fixed/WLL (Other network) 1.00 1.00 0.60 0.50 0.50 0.40 0.40 0.60
Reduced call charges to any two BSNL numbers(one Landline number is mandatory)
0.20 0.20 0.20 0.20 0.20 0.20 0.00 0.20
Night Calling (Own Network)^ NA NA 50% 50% NA Free Free Free
B. Inter Circle Calls(Rs./Min) (STD Calls)
(i) GSM (Own network) 1.20 1.20 1.00 0.80 0.50 0.60 0.40 1.00
(ii) To GSM (Other network) 1.40 1.40 1.00 1.00 0.50 0.80 1.00 1.00
(iii) To Fixed /WLL (Own network) 1.20 1.20 1.00 0.80 0.50 0.60 0.40 1.00
(iv) To Fixed/WLL (Other network) 1.40 1.40 1.00 1.00 0.50 0.80 1.00 1.00
Reduced call charges to any one BSNL Fixed/WLL number (note)$
0.60 0.60 0.60 0.60 NA NA 0.00 0.60
Night Calling (Own Network)^ NA NA 50% 50% NA 50% Free Free
Particulars Plan-99 Plan-198 Plan-225 Plan-325 Plan-490 Plan-525 Plan-725 Plan-999
C. ISD Calls(Rs./Min)
ISD PULSE RATE (Sec) 60 60 60 15 60 15 60 15
(i) USA, Canada, UK,Sri Lanka 7.20 7.20 7.20 7.20 7.20 7.20 6.00 7.20
(ii) Bangladesh, Bhutan, Maldives, Pakistan and Nepal
9.00 9.00 9.00 9.00 9.00 9.00 9.00 9.00
(iii) Europe (Other than UK), Singapore, Thailand, Malaysia, Indonesia, Hongkong,Kuwait, Bahrain, UAE
9.60 9.60 9.60 9.60 9.60 9.60 8.00 9.60
Oman and Qatar 12.00 12.00 12.00 12.00 12.00 12.00 10.00 12.00
(iv) Rest of the world 12.00 12.00 12.00 12.00 12.00 12.00 10.00 12.00
7. SMS Charges
A. Plain P2P SMS (Max 160 char/SMS) in Rs.
a. Local (within LSA)
(i) Own network 0.50 0.10 0.40 0.40 0.50 0.40 0.00 0.50
(ii) Other network 0.50 0.10 0.40 0.40 0.50 0.40 0.40 0.50
b. National (Outside LSA)
(i) Own network 1.00 0.20 0.80 0.80 0.50 0.80 0.40 0.50
(ii) Other network 1.00 0.20 0.80 0.80 0.50 0.80 0.40 0.50
c. International SMS 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00
d. Free SMS in Nos/month
100(Own network)
2000(1500 (Own network) +
500 other n/w)
-- -- -- --
e. Free SMS worth Rs. /month -- -- 30 40 -- 40 -- --
f. Free GPRS usage in MB/month Nil Nil Nil 5 20 50 unlimited unlimited
B. Plain non-P2P SMS/ SMS in Rs. 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
C. Premium non - P2P SMS As determined by the content provider (From Home/Visited LSA)
D. SMS Delivery report/ SMS in Rs. 0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.10
Particulars Plan-99 Plan-198 Plan-225 Plan-325 Plan-490 Plan-525 Plan-725 Plan-999
8. Roaming call charges with 60 seconds pulse rate (Rs./Min)
A. National Roaming
a. Fixed monthly charges*
-- -- -- -- --
b. Outgoing calls within the visited LSA 1.00 1.00 1.00 1.00 1.00
0.50(own network)/1.00
in other Network
1.00 1.00
c. Outgoing calls beyond visited LSA 1.50 1.50 1.50 1.50 1.00 1.00 1.00 1.50
d. Free Incoming calls /month -- -- -- -- -- 300 -- --
e. I/C in BSNL Network 1.00 1.00 1.00 1.00 0.50 0.50 0.50 1.00
f. I/C in other network 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
g. Outgoing SMS (max 160 characters)
1.00 0.80 0.80 0.80 0.80 0.80 0.80 0.80
h. International SMS 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00
B. International Roaming
a. Fixed monthly charges 99 99 99 99 99 99 99 99
b. Call charges As per note
9. GPRS Usages Free/Month
Nil Nil Nil Nil Nil 5MB 5MB Nil
10. Other optional services
As per Note
NOTE
@Registration charge is applicable when connection is not available on demand. It is a non-interest bearing charge and adjustable in the first bill.
200 free SMS within LSA will be allowed to all new activations to be utlised within first two months @ 100 SMS per month.
#Security deposit:
a) It is non-interest bearing & refundable upon surrender subject to clearance of all dues.
b) No security deposit is required for Local/STD facility from the following categories.
i) BSNL employees ii) Existing BSNL subscribers upon request with conditions as per Sub note-1 iii) Employees of Central/State Government and Central PSUs iv) Bank employees who give ECS mandate from their own bank Central/ State Government & Central PSU's iv) Corporate Customers taking minimum 5 connections in corporate name.
Sub Note-1
(a) Fill up a mandate form to allow existing deposit of PSTN phone towards outstanding of the cellular phone.
(b) Telephone to be applied in the same name as PSTN.
(c) Category of mobile connection will remain same as of PSTN (Local/STD).
* Free calls are allowed in Own Network from home LSA only.
*One India plan 299 has been merged with plan 225. Free Roaming plan 550 has been merged with plan 525. As such, subscribers of plan 299 and plan 550 will be migrated by default to plan 225 and plan 525 respectively
*Tariff under plan 490 has been rationalized and fixed monthly charge has been reduced from Rs.490 to Rs.425
$ Reduced call charges facility can be availed on two selected BSNL numbers
i) Option I: Two Intra circle numbers- One Fixed/WLL number is mandatory.
ii) Option II. One Inter circle & One Intra circle number – Fixed/WLL number is mandatory for Inter circle call.
^ Night speak facility in Own Network @ 50% of the normal call charges applicable in the respective plan:
i) Available during 2300 Hrs to 0700 Hrs.
ii) Not applicable to reduced call charge facility between two selected BSNL numbers.
iii) Applicable only in Home LSA.
# Own network / Other network
♦ Outgoing or Incoming call charges & SMS charges- as per charges levied by foreign operator (inclusive of all taxes) + surcharge of 10% on such amount. In case foreign operators do not levy any charges for incoming calls, then Rs.40/- per minute + actual ILD charges applicable.
NA-Not Applicable, O/G- Outgoing, I/C-Incoming
ii. Add-on plan in the form of rent free plan 99 may be allowed to BSNL’s loyal customers having connections under high end plans with FMC of Rs.525 & above and have completed 6 months in BSNL with the following terms and conditions:-
Security deposit- NIL
Activation Charges- Rs.100
Fixed Monthly Charges NIL
Call between main and add-on number- Free
Free call/SMSs NIL
Reduced rate calls (Local/STD) Not allowed
All other charges As per plan 99
Note:- The disconnection of the main number will automatically disconnect the Add-on number. An under taking from the subscriber of main connection may be obtained for payment of all dues of the Add-on number.
iii. Optional SMS pack is offered under all post paid plans.
Ø Monthly Fixed Charges Rs.25
Ø Rate per P2P SMS (Any Network)
(i) Local @ Rs.0.05, (ii) National @ Rs.0.40
Note: This facility of reduced rate will not be available on these festive occasions i.e. New Year (31st Dec & 1st Jan), Valentine day, Diwali & Christmas Day.
iv. Activation charges of Rs.100 may be waived-off for corporate customers taking minimum 5 connections at a time with a minimum commitment of 6 months.
v. Reconnection charges for connections already surrendered/disconnected within past 6 months may be waived off subject to clearing of all previous dues.
vi. Annual Payment Option for all postpaid plans will be available with two months FMC discount when payment is made at a time in advance.
vii. Service tax as applicable will be extra.
This Tariff will be implemented with effect from 01.04.2009.
OBJECTIVES
It is very important to set objective clear before conducting research. If the
objectives are clear than the research may become waste and disadvantage
for whom it is conducted.
To make the Goals very clear, were chosen the following objectives:
1) Determining the History of BSNL
2) Determining the Brand Value of BSNL in market.
How what people about Vodafone in term of Price Rate, utility and Network
Selections.
3) Determining the Percentage of Average Monthly telecom spent by
users.
How much telecom spent by users in month. It is helpful for determining the
percentage of users which maximum spent in Month
5) Determining the Percentage of awareness and users of BSNL.
The objective of this research is increase the awareness of Bharat Sanchar
Nigam Ltd. and users of CellOne.
6) Determining the Brand Value of BSNL in market.
How what people about BSNL in term of Price Rate, utility and Network
Selections.
7) Determining the Percentage of Average Monthly connections spent
by users.
How much telecom spent by users in month. It is helpful for determining the
percentage of users which maximum spent in Month.
8) Determining the Percentage of People who are Interested to acquired
a Bharat Sanchar Nigam Ltd. Connections.
Many People are loyal acquire Bharat Sanchar Nigam Ltd. & WLL and
Mobile Connection.
The Questionnaire are prepaid & Postpaid in such a manner so as to touch
all the aspect the May serve. Maximum purpose and provide full information
to the organization, additionally each segment was given chance to comment
a present promotional scheme and their open recommendation were taken in
account too.
RESEARCH METHODOLOGY
RESEARCH OBJECTIVE
The report identifies the Customer satisfaction towards the HP Computers. It
gives the detailed background of the company and its Products & services
RESEARCH DESIGN
The research design for the comparative study is of conclusive focus is
given to discover the possible measures, by detailed analysis, for the
company which would be helpful up to some extent to retain a good position
in the competitive market. The research design is not formal and rigid one as
the focus depends upon the availability of new ideas and relationship among
variables.
DATA COLLECTION METHOD
For the purpose of study both primary as well as secondary data have been
used. The secondary data have been collected from various magazines,
newspapers, company annual reports, and websites. For the collection of
primary data structured and undisguised questionnaire has been used.
For the purpose of knowing whereabouts of the company in the present
insurance market secondary data has disclosed many important information
as- market share of the company and its potential before the insurance
market leaders on the basis of various attributes
Primary data have been helpful to explore the opinion of general public and
their future insurance plans with the company. On the basis of information
extracted from the primary data various measures are found which would be
helpful to it in making new strategies in near future.
SAMPLING
As per the sampling procedure is concerned, the finite universe is taken into
consideration. The sampling units include- businessmen, government
employees, and private employees bounded to Bareilly.
The sampling is based upon probability sampling methods. The reason is- it
is the only sampling method that provides essentially unbiased estimates
having measurable precision. The sample size was 50
Sample Unit : General Public
Sample Size : 50 Students
Sample Method : Survey Method
Sample Instrument : Questionnaire
RESEARCH METHODOLOGY
Research Tools : Questionnaire method, personal
Interviews and observation were
the three techniques made to
collect data for this study.
Area : Bareilly Region
Sampling Method : Random Sampling
Sample Size : 150 (equally divided into
Businessmen, servicemen &
students.)
Sample Content : Postpaid & Prepaid subscriber
of BSNL in this region.
Primary Data : It has been collected by
applying any of the above given
research tool, which best suited
that situation.
Secondary Data : It has been collected through
various magazines, newspapers,
websites as www.Vodafone.in,
www.BSNL.gov.in
ANALYSIS & FINDINGS
According to the survey BSNL I found that almost 38% of customer were
using connection from more than 6 month and less than 1 year this was due
to the market and 28% of the customer are using the connection for more
than 1 year followed by 19% of the connection are been used by for more
than 2 year and so on.
According to the Survey done on 150 customer users, it was found that 65%
of them were using prepaid services while only 35% of them using postpaid
service.
After interacting with 150 mobile users, it was found 65% customers are
prepaid service users. So this is a large segment which provides vast
opportunity for growth.
Services are availing
Prepaid65%
Postpaid35%
After the survey in Vodafone & BSNL done on 150 mobile users, it found
that 35% of the mainly for incoming call purpose.
After the survey done on 150 mobile users, it was found that 25% of the
mobile users it for making calls i.e. outgoing.
About 25% of mobile users mobile mainly for outgoing at night Increased
price war has made mobile phone a luxury gadget.
Customer perception about mobile phone has shifted from an incoming
device to an outgoing one.
Basic Requirement of the customer for Mobile Phone
0
10
20
30
40
Series1 35 25 25 15
Only for Only for For More
According to the survey Reliance & BSNL customer are travels to the
roaming is out of station are going to the customer 2% customer are travel in
the roaming are Frequently, 8% are travel in the roaming are weekly, 15%
customer are travel in the Roaming are Monthly, and 25% are customer are
going to the roaming is Quaterly. And 35% customer are travel in the
roaming is Annualy, and 15% customer are travel in the roaming are
Uncertainly.
Travel in Roaming
Frequently
Weekly
Monthly
Quaterly
Annualy
Uncertain
Most of the customer were found to be strongly dissatisfied with the attitude
of the customer care staff and their ratio is almost 41%. Almost 16% of the
customer were found to be satisfied with the attitude if the customer care
staff and 24% were strongly satisfied and almost 12% were dissatisfied by
the attitude of the customer care staff.
Satisfaction level of Bill Calrification
2%
34%
17%12%
35%
Strongly Satisfied
Satisfied
Neither Satisfied norDissatisfiedDissatisfied
Strongly Dissatisfied
During the survey it was found that just only 2% of the customer were
strongly satisfied and 34% of them were satisfied by the services of Bill
Clarification. About 12% of the dissatisfied by the service of Bill
Clarification and about 35% of the customers are strongly dissatisfied.
BILL ADJUSTMENTS
18%
31%
10%
30%
11%
STRONGLYSATISFIED
SATISFIED
NEITHERSATISFIED NORDISSATISFIED
STRONGLYDISSATISFIED
DISSATISFIED
While doing the survey it was found that 18% of the customers were
strongly satisfied with the bill adjustment and 31% customers were satisfied
by the bill adjustment. It was also found that almost 30% of the customers
strongly dissatisfied and 11% of them were dissatisfied with the bill
adjustment.
SATISFIED
17%
10%
16%13%6%
34%
4%
NETWORK STRENGTH (CONGESTION)
CONNECTIVITY (COVERAGE AREA)
CALL TARIFF (LOCAL, STD, ISD)
ROAMING (N & I)
VAS
SOLUTION GIVEN BY THE FRANCHISEE STAFF
SOLUTION GIVEN BY THE CUSTOMER CARE STAFF
About 34% of the customers are satisfied with the solution given by the is
very supportive in Bareilly followed by 17% by network strength and 16%
by the call tariff, 13% by the roaming, 10% with connectivity and 6% by the
VAS so on. The customer also seems that information given by the customer
care staff is false when they confirm it from franchisee or other sources. i.e.,
only 4% are satisfied with the solution given by the customer care staff
DISSATISFIED
17%
21%
14%13%
14%
6%
15%
NETWORK STRENGTH (CONGESTION)
CONNECTIVITY (COVERAGE AREA)
CALL TARIFF (LOCAL, STD, ISD)
ROAMING (N & I)
VAS
SOLUTION GIVEN BY THE FRANCHISEE STAFF
SOLUTION GIVEN BY THE CUSTOMER CARE STAFF
According to survey done on 150 customers I found that 17% are
dissatisfied with the network congestion and it is followed by 21% of the
customer were dissatisfied with connectivity and 14% with call tariff, 13%
with roaming, 14% with VAS and just 6% with the solution given so on.
After the survey done on 150 customer, it was found that about 75% of the
mobile users were aware of the value Vouchers available in the market. Only
25% of the customers were not aware of these value vouchers.
The value vouchers in the market should be made know to the customer, so
that they can demand for it.
Do you know about Value Vouchers
Yes
No
After the survey done on 150 customer, it was found that 65% of the
customer were aware of the value added services provided by the mobile
services providers. While 35% of the customer were not aware of it.
Do you know About VAS
Yes
No
According to the survey, 27% of the customer were not satisfied with the
service of the BSNL, while 73% were happy with the response of BSNL
towards them (customer).
As 17% of the customer were not satisfied with the BSNL service, we can
say that more communication is required among the distribution channel
members.
SATISFIED WITH BSNL SERVICE
Yes
No
SUGGESTIONS
SUGGESTIONS
1. Most of the people do not know that their BSNL Bill could also be
submitted on Net, so there should be specific information written on the
bill reaching their home.
2. Customer care service should be enhanced. The surroundings there
should be quiet with no voices from the background its very difficult to
talk & understand as the place seems to be a fish market and the
executive should talk to the caller in the language he/she has reached. i.e.
English or Hindi as told by the computer when the number is dialed.
3. All the talks at customer care should be recorded and heard by company
officials at the end of the day and corrections, updated information &
instructions for improvement be given and recorded somewhere to know
the efficiency of the person.
4. SIM Checking facility should be made available at each franchisee.
5. Detailed Bill should always be given free of cost to subscribers.
CONCLUSION
CONCLUSION
BSNL is the fastest growing company in the telecom sector of the region &
is posing stiff competition to all the other companies.
No drought Prepaid is the first choice of the consumers because still. Above
60% of the subscribers are using mobile as a secondary medium to
communicate but the fact on the other hand is also true that Postpaid
Connections are increasingly at a faster rate. This is because the most
attractive Tariff Rates & Schemes. And BSNL is the leader in this section
with lots & lots of schemes for each kind of user.
BIBLIOGRAPHY
Bibliography
This information helped me in enhancing the affectivity of this presentation.
There are several sources which provided me the valuable information about
Reliance & BSNL.
Some of my valuable sources are:
www.BSNL.in
www.answers.com
www.google.com
Business today magazine
Business outlook magazine
Economic Times
Business Standard
Times Of India
QUESTIONNAIRE
Questionnaire
Name :……………………………………………
Address : ……………………………………………..
Age :……………………………………………….
Monthly Income …………………………………….
Q.1.Which operator’s connection do you use?
1. BSNL 2. Others
Q.2.From how much time you are using it?
1. Than 6 Month 2.Than 1 Year
3. Than 2 Year 4. Than 2 Year
Q.3.Which of the following service you are availing?
1. Prepaid 2. Postpaid
Q.4.What is the satisfaction level of customer care staff’s attitude?
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
Q.5.What is the satisfaction level of Bill Clarification?
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
Q.6.What is the satisfaction level of Bill Adjustment?
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
Q.7.What is the satisfaction level of Bill Delivery?
1. Satisfied
2. Dissatisfied.
Q.8.With which of the following services you are satisfied?
1. Network Strength (Congestion)
2. Connectivity (Coverage Area)
3. Call Tariff (Local, STD, ISD)
4. Roaming (N&I)
5. VAS
6. Solution given by Franchisee Staff
7. Solution given by Customer Care Staff
Q 9. Are you dissatisfied with the following services?
1. Network Strength (Congestion)
2. Connectivity (Coverage Area)
3. Call Tariff (Local, STD, ISD)
4. Roaming (N&I)
5. VAS
6. Solution given by Franchisee Staff
7. Solution given by Customer Care Staff
Q.10. Are you satisfied with the Service?
1. Yes
2. No
Q.11. What is your basic requirement for mobile phone?
1. Only for incoming calls
2. Only for outgoing calls
3. For out going call in night
4. More SMS
Q.12. How often you travel in Roaming?
1. Frequently
2. Weekly
3. Monthly
4. Quarterly
5. Annually
6. Uncertain
Q.13. what is you occupation?
1. Govt. employee
2. Business
3. Professional
4. Self employee
5. Other
Q.14. Do you know about Value Vouchers?
1. Yes
2. No
Q.15. Do you know about VAS?
1. Yes
2. No
Q.16. Which of the following common VAS?
1. Hello Tunes
2. Call conference
3. Ring Tones
4. Missed Call alert
5. GPRS
Q.18. Are you satisfied with BSNL Service?
1. Yes
2. No
Suggestions : ………………………………………………………
……………………………………………………………………..
Remarks:-
