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A Project study Report On Training Undertaken at BSNL CUSTOMER SATISFACTION THROUGH BSNL PRODUCTS AND SERVICES FROM Submitted In the Partial Fulfillment for the Award of degree of Bachelor of Business Administration Submitted by: Submitted to: Ramdhan Choudhary Mr. Naresh Agrawal BBA 3 rd Year (H.O.D) Stani Memorial P.G.College, Jaipur 2009-12 1
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A

Project study Report

On

Training Undertaken at

BSNL

CUSTOMER SATISFACTION THROUGH BSNL PRODUCTS

AND SERVICES

FROM

Submitted In the Partial Fulfillment for the

Award of degree of 

Bachelor of Business Administration

 

Submitted by: Submitted to:

Ramdhan Choudhary Mr. Naresh Agrawal

BBA 3rd Year (H.O.D)

Stani Memorial P.G.College, Jaipur 

2009-12

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Student Declaration

I, Ramdhan Choudhar  of B.B.A. III YEAR, STANI MEMORIAL P.G.COLLEGE ,

JAIPUR , hereby declare that all the information facts and figures produced in this report is based

on my own experience and study during my open research in analyzing the “CUSTOMER

SATISFACTION THROUGH BSNL PRODUCTS AND SERVICES

I further declare that all the information and facts furnished in this project report are based on

my intensive research findings. They are first hand and original in nature.

Kailash Kumar Lamba

BBA 3rd Year 

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Mr.Naresh Agarwal

Faculty, Deptt. Of Business AdministrationSTANI MEMORIAL P.G.COLLEGE

Mansarovar, Jaipur 

COLLEGE CERTIFICATE

This is to certify that Mr. Kailash Kumar Lamba is a student of BBA final year has

completed his project entitled “CUSTOMER SATISFACTION

THROUGH BSNL PRODUCTS AND SERVICES”  under my

supervision. This project report has been submitted in lieu of paper VI for BBA final

year.

To the best of my knowledge it is the original piece of work and the project fit for the

submission in partial fulfillment of the degree of BBA.

Date: (Naresh Agarwal)

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PREFACE

Bachelor of Business Administration (B.B.A.), one of the most reputed professional

courses includes both theory & practical as a part of two years curriculum.

In this course each student is repute to undergo practical project training in an

organization of repute. Project training is an exercise by means of which student learn

many things which cannot be taught in the classroom. During project students

understand the real modus operation of the concerned areas of interest in the real life

situation.

The project training process is an endeavor to converts all that ’s virtual into a

real image i.e. it helps in applying all the theoretical concepts in to the real corporate

world. It helps in developing the managerial skills using which we can convert into

language & convey the taught & ideas from our mind to others.

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ACKNOWLEDGEMENT

First of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, jaipur for giving me

an opportunity to get a practical exposure of business experience..

I am grateful to Shri. Rajendra Singh, Deputy General Manager Jaipur, Shri Mahesh

Kumar  Senior Sub Divisional Engineer, Jaipur, Shri. Pradeep Sharma, Assistant

General Manager Jaipur and all other employees of BSNL who gave me all the moral

support and care which made my project come true.

Finally I thank all other Staffs of my college, Staffs of BSNL, my parents who were in

full support and all my friends who helped me in completing this dream project

successfully.

 

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Executive Summary

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 today’s 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 14 June 2011- 13 Aug. 2011

The researcher has done an internship project at BSNL, Jaipur in pursuance of 

determining the brand equity for BSNL and then the customers feedback on the various

products.

The samples of respondents from among the universe of BSNL users at Jaipur, 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.

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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 ware’s like SPSS

were also used to enable efficient analysis of data.

The researcher strongly believes that this study would be helpful to the BSNLManagement 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.

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CONTENT

S.No.

 

Item Description Page No.

1 Introduction to the Industry

2 Introduction of the organization

3 Research Methodology

a – Importance of the study

b- Objective of the study

c – Scope of the study

d - Limitation of the study

4 Analysis of Data

5 SWOT Analysis

6 Facts and Findings

7 Recommendation & Suggestion

8 Conclusion

9 Appendix- Questionnaire

10 Bibliography 56

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The telecom industry is one of the fastest growing industries in India. India has nearly 

200 million telephone lines making it the third largest network in the world after China

and USA. With a growth rate of 45%, Indian telecom industry has the highest growth

rate in the world.

History of Indian Telecommunications started in 1851 when the first operational land

lines were laid by the government near Calcutta (seat of British power). Telephone

services were introduced in India in 1881. In 1883 telephone services were merged with

the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After

independence in 1947, all the foreign telecommunication companies were nationalized

to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the

government's Ministry of Communications. Telecom sector was considered as a

strategic service and the government considered it best to bring under state's control.

The first wind of reforms in telecommunications sector began to flow in 1980s when the

private sector was allowed in telecommunications equipment manufacturing. In 1985,

Department of Telecommunications (DOT) was established. It was an exclusive

provider of domestic and long-distance service that would be its own regulator

(separate from the postal system). In 1986, two wholly government-owned companies

 were created: the Videsh Sanchar Nigam Limited (VSNL) for international

telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in

metropolitan areas.

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In 1990s, telecommunications sector benefited from the general opening up of the

economy. Also, examples of telecom revolution in many other countries, which resulted

in better quality of service and lower tariffs, led Indian policy makers to initiate a

change process finally resulting in opening up of telecom services sector for the private

sector. National Telecom Policy (NTP) 1994 was the first attempt to give a

comprehensive roadmap for the Indian telecommunications sector. In 1997, Telecom

Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a

regulator to facilitate the growth of the telecom sector. New National Telecom Policy 

 was adopted in 1999 and cellular services were also launched in the same year.

Telecommunication sector in India can be divided into two segments: Fixed Service

Provider (FSPs), and Cellular Services. Fixed line services consist of basic services,

national or domestic long distance and international long distance services. The state

operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic

services. Private sector services are presently available in selective urban areas, and

collectively account for less than 5 per cent of subscriptions. However, private services

focus on the business/corporate sector, and offer reliable, high- end services, such as

leased lines, ISDN, closed user group and videoconferencing.

Cellular services can be further divided into two categories: Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector

is dominated by B.S.N.L , Airtel , Vodafone-Hutch , and Idea Cellular,

 while the CDMA sector is dominated by the Reliance and Tata Indicom. Opening

up of international and domestic very long distance telephony services are the major

growth drivers for cellular industry. Cellular operators get substantial revenue from

these services, and compensate them for reduction in tariffs on airtime, which along

 with rental was the main source of revenue. The reduction in tariffs for airtime,

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national long distance, international long distance, and handset prices has driven

demand.

 An Overview of Telecom Industry 

Telecom in the real sense means transfer of information between two distant points inspace. Telecom is a huge and varied fastness of technologies, companies, services andpolitics that is truly global in nature.

Telecom stands as one of the most essential elements of the business world in terms of “Connecting the World”

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The Indian telecommunications industry is one of the fastest growing in the world andIndia is projected to become the second largest telecom market globally by 2010.Presently, the Indian telecom industry is currently slated to anestimated contribution of nearly 1% to India’s GDP.

Evolution of the industry-Important Milestones

History of Indian Telecommunications Year1851 First operational land lines were laid by the government near Calcutta (seat

Of British power)1881 Telephone service introduced in India.1883 Merger with the postal system.1923 Formation of Indian Radio Telegraph Company (IRT)1932 Merger of ETC and IRT into the Indian Radio and Cable Communication

Company (IRCC).

1947 Nationalization of all foreign telecommunication companies to form the Posts,Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications.

1985 Department of Telecommunications (DOT) established, an exclusive providerof domestic and long-distance service that would be its own regulator

(separate from of the postal system).1986 Conversion of DOT into two wholly government-owned companies: the

Videsh Sanchar Nigam Limited (VSNL) for international telecommunications And Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National Telecom Policy is adopted.2000 DoT becomes a corporation, BSNL.

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Introduction of the Compan

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL).

Today, BSNL 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

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,

DWDM system up to 80 gbps, Web telephony, DIAS,VPN, Broadband and 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, 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, nationwide

Network management & surveillance system (NMSS) to control telecom traffic and

over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd 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 on 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 $ 7.14 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.

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  Objectives Of The Company

• To be a Lead Telecom Services Provider.

 

• Build customers confidence through quality and reliable service.

 

• Provide Bandwidth on demand.

 

• Contribute towards:

i. National Plan Target of 450 million subscriber base for the country by

December 2010.

ii. Broadband customers base of 20 million in the country by 2010 as per 

Broadband Policy 2004.

iii. Telephone in all villages.

iv Implementation of Triple play as a regular commercial proposition.

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Revenue

The Department of Telecom operations now known as BSNL has shown sustained

growth in the last 15 years. The growth rate in 2004-05 was 6.5%.

Capital Investment

 Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18

billion) in 1986-87 to over Rs. 7578 crores (US $ 1.72 billion) in 2004-05. This

investment has been financed mainly by the internal accruals. The planned capital

outlay during 2008-09 is Rs. 190431 crore (US $4.42 billion).

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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, and

 Apparatus & Plants etc.

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. 33,450 crores (US $ 7.60 billion) in 2009-10.

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.

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Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services

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 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

.

ISDNIntegrated 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.

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Voice Mail, E-mail, Short Message Service (SMS) both national and

international, unified messaging service (send and receive e-mails) etc.

You can use Cell One 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. Cell One

offers all India Roaming facility to both pre-paid and post-paid customers

(including Mumbai & Delhi).

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 urban areas.Connecting the remote and scattered rural areas.Limited mobility without any air-time charge

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

• Data one Broadband '1600-424-1600'

• PSTN Call Center '1500' (in select states)

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• Sancharnet Help Desk '1957'

• Cell One all India Help '9400024365' All BSNL Customer Service Centers (CSCs) now remain open on all seven days

from 8.00 AM to 8.00 PM 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) hasbeen 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.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).

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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.

CONCEPTUNA

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L

 

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

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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

What is brand equity?

The goal of the brand leadership paradigm is to create strong brands – but what is

a strong brand, anyway? In Managing Brand Equity, brand equity was defined as

the brand assets (or liabilities) linked to a brand’s name and symbol that add to (or 

subtract from) a product or service. These assets can be grouped into 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: Perceived quality is a special type of association, partly

because it influences brand associations in many contexts and partly

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BRAND

EQUITY

BRAND

AWARENESS

PERCIVED

QUALITY

BRAND

ASSOCIATIONBRAND

LOYALTY

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because it has been empirically shown to affect profitability (as measured

by both ROI and stock return).

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 brand’s value. The

concept is to strengthen the size and intensity of each loyalty segment. Abrand 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 competitor’s 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.

Research Methodology:

DATA SOURCE:

In this study Primary data and secondary data have been used.

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Secondary data have been collected from Internet.

RESEARCH APPROACH:

Primary data have been collected through surveys. Personal

interview technique has been used for conducting the survey. Data collection

has been done through the use of Structured questionnaire.

Convenient Sampling method has been adopted for this study.

Researcher has taken respondents from Jaipur for this study.

The researcher has chosen 100 respondents from Jaipur.

The researcher had prepared a Questionnaire both open and close ended

questions to elicit responses for the following areas:

i. Location.

ii. Age.

iii. Occupation.

iv. Monthly Income.v. Mobile Usage.

vi. Mobile service Usage.

Title of the Research

Main title of Project assigned to the “Special Reference of BSNL Customer 

satisfaction through BSNL Products and Services.

Duration of the project

I have done training during the time period 14 June 2011 to 13 Aug. 2011. During

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the training period I worked on study of behavior of the consumer. To know their 

perception against BSNL. I made phone calls and personal meeting with consumer 

and receive their responses. 

Objective of research

The main aim was to learn in detail the various aspect of operation management

and marketing of BSNL products and services.

To ascertain the Customers preferences of Land line and Mobile Services.

To ascertain the Customers Satisfaction level for Mobile services as well as

Land line 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

services.

To determine the status of brand awareness and brand loyalty in order to

conclude about brand equity.

To get knowledge of day to day work done in BSNL.

To study the satisfaction level of existing customer and find the opportunity

of cross sailing of other product

To provide suggestion after evaluation survey results

To learn about the brand attributes and their preferences in BSNL

Significance of research

The research is significant for me and thus significant as follow to the trainee as

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follow : -

a. To the trainee

• The research has provided the trainee practical knowledge regarding the

organization working, survey and other aspect of marketing.

• This research is also essential for me in fulfillment of MBA curriculum. 

b. To the customer 

• The research will become a medium to convey the dissatisfaction factor to the

appropriate person in the management

• The researcher would help the manager and other executives of bank to the

valuable information of potential customer.

Type of Research

The target segments for the general data were mainly advice from the external

source. Groups tapped for the data collection sheet and personal interview work

from industrial directories, personal reference and the data from Internet. Target

segment for the phone calling were derived from the confirmed assorted gets from

phone directories, industrial directories etc. call was made to the selected

organization or customer in the directly and ask for the personal meet and also

other information which is helpful to create data base was collected.

a. Methodology for operation is day to day working and operation. there are

section in Lanka Gate branch

• marketing section

• retail section

b. Methodology for study of comparison of different telecom sector and relation

and satisfaction of existing for grab the other opportunities either cross studying

of the products.

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• Phase 1st:- after understanding the process and procedure I started the work on

the project and mapping the target area and find out the comparison of 

products in the different sectors by doing the survey.

• Phase 2nd:- for the project survey I prepared the data collection sheet.

• Phase 3rd:- personal interaction with new and existing customer.

 – making phone calls to the target organization and the customer and getting

some basic information and seeking an appointment to the responsible

person.

 – after getting the appointment I personally interact with that person, often the

proposal and the feature of the products and filling the data collection sheet

and try to make the conclusion for the comparison study and also try to

convince for stabilizing the relation.

 – after the analyzing the person and his response if it seem to be a potential the

I called back to him and offered the final proposal and getting the appointment

to offering and signing the proposal.

 – If the proposal not final at the taken time and person want to interact with the

sales executive or the branch manager then I passed that fellow to them.

 – If person seems to be iterated in the other products then I offered and

explained the feature of that product and pass the lead to the corresponding

officer.

Data collection from the sheet, personal interview, and other channel work

organized as under:

Data sheet for saving accounts

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Particular Call made Call converted Lead granted

Doctors 15 10 8I.A.S 20 10 5Jewelers 10 8 4Shopkeepers 30 25 10

Sample size and method of selection sample

 As general rule, one can say that the sample must be of an optimum size i.e., it

should neither be excessively large not too small. Technically the sample size

should be large enough to give a confidence interval of desired width and as such

the size of the sample must be chose by some logical process before sample is

taken form the universe. Size of the sample should be determined by a researcher 

keeping in view the following points:

• Nature of universe: Universe may be either homogenous or heterogeneous in

nature. If the items of the universe are homogenous, a small sample can serve

the propose. But if the items are heterogeneous, a large sample would be

required,. Technically, this can be termed as dispersion factor.

• Number of classes proposed: If many class groups are to be formed, a large

sample would be required because a small sample might not be able to give a

reasonable number of items in each class group.

• Nature of study: If items are to be intensively and continuously studied, the

sample should be small. For a general survey the size of the sample should be

large, but a small sample in considered appropriate in technical surveys.

• Type of sampling: Sampling technique plays an important part in determining

the size of the sample. A small random sample is apt to be much superior to a

larger but badly selected sample.

• Standard of accuracy and acceptable confidence level : if the standard of 

accuracy or the level of precision is to be kept high, we shall required relatively

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larger sample. For doubling the accuracy for a fixed significance level, the

sample size has to be increased fourfold.

• Availability of finance: In practice, size of the sample depends upon the

amount of money available for the study purpose. This factor should be kept in

view while determining the size of sample for large samples result in increasing

the cost of sampling estimates.

• Other consideration : Nature of units, size of the population, size of 

questionnaire, availability of trained investigators, the conditions under which

the sample is being conducted, the time available for completion of the study

are a few other consideration to which a researcher must pay attention whileselecting the size of the sample.

Limitations of the Study:

Time was not sufficient to conduct detailed study.

study had been conducted only in a few areas of Rajasthan.

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.

iv. Comparative questions.

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FACTS

 AND

FINDINGS

FACTS AND FINDINGS:

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 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 Tata indicom are the

least (0.4%) by considering 250 samples, with respect to Mobile.

 A good majority of people (88.4%) are using BSNL, while Tata indicom 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 “Don’t 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

Migration of 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.

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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 level of BSNL compared with other Services.

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.

 A majority of respondents (37.2%) were “Quite Satisfied” with special regards tothe 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 BSNL’s 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.

 

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 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.

Customers were felt that monthly rental was too high hence the reason that

most of them were surrendering.

Recharge card rates are very high so make some arrangements to make

recharge cards available at cheaper rates.

Some customers felt that when landline phone gets out of order, it is notchecked 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.

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Customers perceived that the bills are always inflated.

Due to excessive rules and regulations for operating 1rupee coin telephones

customers are not willing to buy and they are preferring Airtel and Reliance.

Even after Surrendered the phone before 6months deposit amount was not yet

received but receiving bill.

Customers are expecting more number of free calls.

In Kota network is not proper inside the house so Customers were very much

dissatisfied.

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 serviceproviders.

Due to the maturity and easy availability of Mobile service most of the

customers were surrendered their landline connection.

Due to limited number of linemen, faults were not immediately attended to,

hence customers were very much dissatisfied.

Customers preferred to replace their old instrument.

It was brought to notice of the researcher that prepaid SIM cards took up to

24hrs for activation.

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There is not much awareness among the Customer’s regarding the facilities

which are provided by BSNL, so effective media campaign is a must to

enhance the awareness level.

Most of the people were not satisfied with the BSNL Customer Service for both

Mobile and Landline.

The respondents felt that the number of payment service counters was

inadequate, hence more payment counters should be made available.

Students are not much interested in BSNL Cell one because of non-availability

of SMS facilities.

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.

The respondents suggested that simple value added such as display of last call

rate and balance amount should be made available by BSNL.

Even though customers were dissatisfied with BSNL due to Loyalty they are still

using BSNL service (For only Incoming).

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 ANALYSIS

 AND

INTERPRETATIONS

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Data Analysis and Interpretation

Q.-1 Age Group of respondents -

 

38

S.No. Responses %age

 A Between 20-30 58%

B Between 31-35 20%

C Between 36-40. 15%

D Between 41-50 5%

E Above 50. 2%

Total 100%

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Interpretation: -  As it is clear from the above graph that 58% customers are under the age

of 20 to 30, 20% are under the age of 31 to 35, 15% customers are

under the age of 36 to 40 and 5% customers are under the age of 41 to

50 & Approximate 2% customers are above the age of 50 .

Q.-2. Which of these best describes your job? 

S.No. Particulars %age A Student 58%B Managerial 20%C Professional 15%D Manual Workers 5%E Retired 2%  Total 100%

 

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Interpretation:  -  As it is clear from the above graph that 58% customers describe their job

as students, 20% are related to managerial job, 15% customers are

related to professional job, 5% customers describe their job as manual

workers & approximate 2% customers are Retired.

Q.-3 Are you using mobile services?

40

S.No Responses Percentage (%) A Yes 80%B No 20%

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Interpretation:  As it is clear from the above graph that 80% customers’ use Mobile

Services, & 20% don’t use mobile services.

Q.- 4. Which of the following mobile services you are using currently?

 

41

S.No. Mobile Services Responses (%) A BSNL 50%B Tata Indicom 20%C Reliance 15%D Airtel 10%E Any other 5%

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Interpretation:  As it is clear from the above graph that 50% customers use BSNL

Mobile services, 20% customers use Tata Indicom mobile services, 15% customers

use Reliance, 10% customers use Airtel mobile services & Approximate 5 % customers

use other mobile services.

Q.- 5. Which of the following Landline Services you are using currently?

 

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Interpretation: -  As it is clear from the above graph that 70% out of 100 customers uses

   A BSNL landline connection, 15% customers uses Tata Indicoms

Connections and 10% customers uses RELIANCE connections &

 Approximately 5% customers use AIRTEL landline connections.

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S.No Landline Connections Response

A BSNL 70%

B Tata Indicom 15%

C Reliance 10%

D  Airtel 5%

Total 100%

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Q.- 6. How familiar are you with BSNL Services?

S.No Responses Customers Responses

A Very familiar (use on regular basis) 68%

B Some familiar (use it only sometimes) 20%

C Familiar but never used it 10%

D Never heard of service before 2%

Total 100%

Interpretation: -  As it is clear from the above graph that 68% customers are very familiar 

with BSNL Services, 20% customers are some familiar(use it only some times) with BSNL

services, 10% customers are familiar but don’t use it, & Approximate 2% customers are

those who never heard of services before.

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

S.No. Responses Percentage

 A Satisfied 62%

B Unsatisfied 38%

Total 100%

Interpretation: -  As it is clear from the above graph that 62% retailers are satisfied from

services and 38% retailers are dissatisfied from its services. This graph shows the problem

related to services

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Q.-8. From which department you are not satisfied?

Department No. of respondents Percentage

Customer service Dept 25 8%

Distribution department 50 26%

Customer care Dept. 15 60%

 Any other Dep. 10 4%

Total 100 100%

 

Interpretation: - It is clear from the above graph that 25 respondents are not satisfied

from bill dept., 50 respondents are not satisfied from Distribution dept.,

15 respondents are not satisfied from service dept. and 10

respondents not satisfied from other department

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  Q.9 How satisfied are you with the Tariff plan of BSNL?

 

S.No Responses Percentage A Very Satisfied 50%B Quit Satisfied 20%C Netural 15%D Quit Dissatisfied 10%E Very Dissatisfied 5%

 

Interpritation:-  As it is clear from above the graph that 50% customers are very

satisfied with the tarrif plans of BSNL,20% customers are quit satisfied,15% customersare say Netural about the Tarrif plans of the BSNL Services,10% customers say that

they are quit dissatisfied with the tarrif plans of BSNL,& Approximately 5% customers

say that thay very dissatisfied with the tarrif plans of BSNL Services.

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Q.10 Behavior of BSNL employees towards problem solving?

Interpretation: -  As it is clear from the above graph that 40% respondents said that

behavior of BSNL employees is satisfactory and other 44%

48

S No. Responses Percentage

A Satisfactory 40%

B Dissatisfactory 44%

C Can’t say 15%

Total 100%

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respondents said that behavior of BSNL employees is not satisfactory

15% can’t say. This graph shows the behavior of BSNL employees

towards problem solving is not satisfactory so they should improve their 

behavior regarding their problem solving.

Q.11 How satisfied are you with the network of BSNL?

S.No Responses Percentage A Very Satisfied 45%

B Quit Satisfied 25%C Netural 15%D Quit Dissatisfied 10%E Very Dissatisfied 5%

Total 100%

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Interpritation:- As it is clear from above the graph that 45% customers are very

satisfied with the Network of BSNL,25% customers are quit satisfied,15% customers

are say Netural about the Network of the BSNL Services,10% customers say that they

are quit dissatisfied with the network of BSNL,& Approximately 5% customers say that

thay are very dissatisfied with the network of BSNL Services.

Q.12. How satisfied are you with the customer care of BSNL?

 

S.No Responses Percentage A Very Satisfied 35%B Quit Satisfied 25%C Netural 20%

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D Quit Dissatisfied 15%E Very Dissatisfied 5%

Total 100%

 

Interpritation:-  As it is clear from above the graph that 35% customers are very

satisfied with the customer care of BSNL,25% customers are quit satisfied,20%

customers say Netural about the customer care of BSNL Services,15% customers say

that they are quit dissatisfied with the customer care of BSNL,& Approximately 5%

customers say that thay very dissatisfied with the customer care of BSNL Services.

Q. 13.In thinking about your most recent with others was the Quality of the BSNL

Customer Service you received

 

S.No Responses Percentage A Excellent 50%B Good 20%C Average 15%D Poor 10%E Very poor 5%

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Total 100%

 

Interpritation:-  As it is clear from above the graph that 50% customers say excellent

about the quality of BSNL customer services, 20% say good about the quality of BSNL

customer services, 15% customers give their response Average about the quality of 

BSNL customer services, 10% give their response poor & approximate 5% customers

give their response very poor about the quality of BSNL customer services.

  Q.14 .Compared with others would you say that BSNL is

52

S.No Responses Percentage

 A Much better 50%B Some what better 20%C About the same 15%D Some what worse 10%E Don’t know (or) Never used 5%

Total 100%

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Interpritation:-  As it is clear from above the graph that 50% customers say much

Better for BSNL in the compairson of other mobile services, 20% say some better for 

BSNL in the compairson of other mobile services, 15% customers give their response

about the same and 10% give their response some worse & approximate 5%

customers give their response that they don’t know about it.

SWOT

STRENGTH

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1 .Internal Charges are less.

2. Quick Settlements of claims.

3. Largest distribution networks.

 

4 .Integrated range of services of its network.

WEAKNESS

1. Competition from other players.

2. Management of customer base.

3. It is not fully customer centric.

  OPPORTUNITIES

1 Only 2|3 of the population is insured.

2 A vast market in rural segment.3 Wide range of products.

  THREAT

1. Constant pressure to be cost competitive to meet customer expectations

2. Relentless pressure to maintain profitability

3. Increasing Competition.

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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

1. CELLONE postpaid connection has high quality to attract customer.

2. Customer cannot face difficulty to buy this postpaid connection.

3. CELLONE postpaid connection consume less time to activate.

4. Their services are better than other competitors of the market.

5. The problem faced was by the Prepaid Recharge card retailers who were not able to tell

their problem which occurred during e topping a mobile .if the customers card didn’t

received the desired amount.

6. BSNL should provide more excel cards in the market with easy availability.

7. Network should be fast.

8. BSNL should improve customer care services.

9. BSNL should cut down services charges for ordering of connections much simpler and

understandable to normal person.

10. BSNL should conduct feedback survey from their representative to know aboutconsumer’s problems. And also provide such facilities, which can able to retain or 

increase their legal customer rate.

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RECOMMEDATION

&

  SUGGESTION

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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.

Customers were unaware about the new schemes provided by BSNL, so

effective media campaign is a must to enhance the awareness level.

Recharge coupons were available only at higher rates when compared with

other brands, so BSNL may take some steps to provide recharge coupons at

lower rates with various denominations.

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.

BSNL may introduce free service of SMS regarding Cell one.

Caller Id’s should be provided immediately after the Customers requisition.

Customer care of BSNL should be improved a lot.

BSNL should take steps to curb the corrupt practices of the Linemen.

BSNL may introduce CUG connection like other services so that they may

retain their first position in the market

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 ANNEXURE

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1. Age Group of respondents?

a. Between 20-30. b. Between 31-35. c. Between 36-40.

d. Between 41-50. e. Above 50.

2. Which of these best describes your job?

a. Managerial

b. Professional

c. Manual Worker 

d. Student

e. Retired

3. Are you using mobile services?

a. Yes

b. No

4. And which of the following mobile services you are using currently?

a. BSNL.

b. Tata Indicom.

c. Reliance.

d. Airtel

e. Any other please mention

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5. Which of the following Landline Services you are using currently?

a. BSNL.

b. Tata Indicom.

c. Reliance.

d. Airtel.

e. Any other please mention.

6. How familiar are you with BSNL Services?

a. Very familiar (use on regular basis).

b. Some what familiar (use it only some times).

c. Familiar but never used it.

d. Never heard of service before.

7. How satisfied are you with the Tariff plan of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral

d. Quite dissatisfied

e. Very dissatisfied

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8. From which department you are not satisfied?

a. Customer Service Dept. b. Distribution Dept.

c. Customer care Dept. d. Any other Dept.

9 Are you satisfied from the BSNL services?

 a Satisfied

b Unsatisfied

10. Behavior of BSNL employees towards problem solving?

a. Satisfied

b. Dissatisfied

c. Can’t Say

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11. How satisfied are you with the network of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral

d. Quite dissatisfied

e. Very dissatisfied

12. How satisfied are you with the customer care of BSNL?

a. Very satisfied

b. Quite satisfied

c. Neutral

d. Quite dissatisfied

e. Very dissatisfied

13. In thinking about your most recent with others was the Quality of the BSNL

Customer Service you received:

a. Excellent.

b. Good.

c. Average.

d. Poor.

e. Very poor 

f.14. Compared with others would you say that BSNL is

a. Much better.

b. Some what better 

c. About the same.

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d. Some what worse.

e. Don’t know (or) Never used.

BIBLIOGRAPHY

BOOKS:- 

• Kotler P, Marketing management, RBD Publication, Year -1998, Ninth

Edition.

• Sherlekar S.A. Marketing Management, Himalaya Publishers, Year- 1981,

Fifth Edition.

• Mehta A.& Sharma A., Marketing Management, RBD Publication, Year-

2008-09, Third Edition.

• Kothari R.k & Jain P.c, International Marketing, RBD Publishers, Year-

2008-09, First Edition.

• Chhabra T.N. & Grover S.K, Marketing Management, Gagan Kapur 

Publishers, Year- 2004, Forth Edition.

• Kumar A.& Meenakshi N. Marketing Management, Vikas Publication,

Year- 2006, Fifth Edition.

• Saxena, Marketing Management, Tata Mc GRAW HILL Published, Year-

2002, Second Edition.

• Ramaswamy VS & Namakumar S , Marketing Management, Rajiv Beri for 

Macmillan Publication, Year- 1990, First Edition.

WEBSITES:

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1. www.bsnl.co.in

2. www.yahoo.com

3. www.google.com


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