BSNL Report

List of the tables:-

Table 1: Preference rating observed value table

Table 2: Preference rating Calculation

Table 3: Frequencies for Performance rating of BSNL

Table 4: Chi square analysis for Performance rating of BSNL

Table 5: Observed value for different parameters

Table 6: Expected values for different parameters

Table 7: Chi square calculation table

Table 8: Showing tabular format of responses by each franchisee

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCEPage 1

List of the charts:-

Chart 1: Awareness of BSNL service

Chart 2: Advertising media rating

Chart 3: Parameter & their preference rating

Chart 4: BSNL’S Performance rating

Chart 5: Difficulty in CSC

Chart 6: Frequency of customers who asked for duplicate bills

Chart 7: Frequency of Waiting in queue for query

Chart 8: Frequency showing BSNL’S online service users

Chart 9: BSNL’S Brand rating

Chart 10: BSNL’S Quality rating

Chart 11: BSNL’S affordability rating

Chart 12: BSNL service availability rating

Chart 13: BSNL’S service rating

Chart 14: Frequency showing same customers using other service

Chart 15: Brand rating of other services

Chart 16: Quality rating of other services

Chart 17: affordability rating of other services

Chart 18: Availability rating of other services

Chart 19: service rating of other services

Chart 20: Rating showing performance of last three services given to customers

Chart 21: BSNL users using BSNL from

Chart 22: BSNL users rating to recommend others for using service

Chart 23: Rating for treatment given at CSC

Chart 24: Rating for CSC layout


INTRODUCTION1.1 Statement of Problem

A study has been conducted in order to understand the customer opinion and satisfaction level of various landlines and mobile services of BSNL in Bhivandi & Wada under Kalyan region, research titled “A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND BSNL FRANCHISEE’S PERFORMANCE IN DISTRIBUTION” has been conducted.

1.2 Importance of Study

In today’s competitive world communication plays a vital role & telecom industries

are the major source for communication today. Thus BSNL, being a public sector obviously

have to compete with various players like Airtel , Vodafone, Reliance , Tata indicom & some

newly entered private players with their all the rules and regulations guided by

TRAI(Telecommunication Regulation Act of India). Hence in order to understand all the

aspects like customer’s requirement their likes and dislikes & their preference is the major

part of study.

1.3 Objectives

1.3.1 To ascertain the customers preferences & customers Satisfaction level of Land line

and Mobile Services for BSNL in Bhivandi & Wada region.

1.3.2 To analyse the Customer opinion and satisfaction with specific reference to BSNL.

1.3.3 To suggest some guidelines to BSNL in order to provide better focused services.

1.3.4 To learn about the brand attributes and their preferences in BSNL.

1.4 Scope of the study

1.4.1 This research study is useful for BSNL to understand the expectations and requirements of customers to serve them in better way.

1.4.2 This research was conducted from May 2010 to June20101.4.3 The respondents from Bhivandi & Wada region are selected for this study.1.4.4 The brand equity was measured in terms of brand awareness, affordability,

availability & Quality of service and preferences about the brand.


1.5 Research Methodology:

DATA SOURCE:

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

been collected from Internet.

RESEARCH APPROACH:

Primary data have been collected through surveys. Personal interview technique has

been used for conducting the survey. Data collection has been done through the use of

structured questionnaire.

SAMPLING:

Convenient Sampling method has been adopted for this study. The samples were

taken from the Bhivandi & Wada Region.

For the study 57 samples are taken from Bhivandi & 41 samples are taken from Wada

region.

The researcher had prepared a Questionnaire both open and close ended questions to

get responses for the following areas:

i. Location

ii. Age.

iii. Occupation.

iv. Brand awareness

v. Quality, affordability, availability of service.

vi. Mobile service Usage.

1.6 Limitations of the Study:

Time was not sufficient to conduct detailed study.

Study had been conducted only for the Bhivandi & Wada region.

For few questions researcher was not able to get proper response which are as

follows:

i. Chances of Switching.

ii. Reason for Switching.

iii. Comparative questions.


Company Profile

1 Particulars of organisation

Incorporated on 15.9.2000, vide Registration No. 55-107739, dated the 15th September, 2000

and became entitled to commence business with effect from 19th September, 2000.

2 Date of incorporation:

The Company (BSNL) took over the .business of providing telecom services and network

management throughout the country except the metro cities of Delhi and Mumbai of the

erstwhile service providing departments of the Govt. of India, i.e., the Departments of

Telecom Services and Telecom Operations i.e. 1.10.2000 pursuant to an MoU signed

between the BSNL and the Govt. of India.

3 Type of company

Government Company under Section 617 of the Companies Act, 1956.

4 Administrative ministry

Govt. of India, Ministry of Communication and Information Technology, Department of

Telecommunications.

5 Objectives of the company

As set out in the objects clause of the Company’s Memorandum of Association.

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom services in India:

Wire line, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP

services, IN Services etc. Presently it is one of the largest & leading public sector units in

India.

BSNL has installed Quality Telecom Network in the country and now focusing on

improving it, expanding the network, introducing new telecom services with ICT applications

in villages and wining customer's confidence. Today1 it has about 46 million line basic

telephone capacity, 8 million WLL capacity, 52 Million GSM Capacity, more than 38302

1 http://www.bsnl.co.in/about.htm


fixed exchanges, 46565 BTS, 3895 Node B ( 3G BTS), 287 Satellite Stations, 614755 Rkm

of OFC Cable, 50430 Rkm of Microwave Network connecting 602 Districts, 7330

cities/towns and 5.6 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to

bridge the Rural-Urban Digital Divide ICT (Information and communication technology)

sector. The Aim of BSNL is to reach to each and every corner of India.

Responsibilities

1 Towards customers

To provide prompt, expected and efficient service and quality of products/services at fair and

reasonable services.

2 Corporate social responsibilities

BSNL is committed to provide quality Telecom Services at affordable price to the citizens of

the remotest part of the Country. BSNL is making all effort to ensure that the main objectives

of the new Telecom Policy 1999 (salient points indicated below) are achieved:

Access to telecommunications is of utmost importance for achievement of the country's

social and economic goals. Availability of affordable and effective communications for the

citizens is at the core of the vision and goal of the new Telecom policy 1999.

Strive to provide a balance between the provision of universal service to all uncovered areas,

including the rural areas, and the provision of high-level services capable of meeting the

needs of the country's economy encourage development of telecommunication facilities in

remote, hilly and tribal areas of the country;

Transform in a time bound manner, the telecommunications sector to a greater competitive

environment in both urban and rural areas providing equal opportunities and level playing

field for all players.

3 Assistance during natural calamities

BSNL always remains awake of its responsibility as a corporate citizen. When the destructive

Tsunami waves struck the Indian shores, BSNL Company swung into action immediately for


providing relief to those affected in the coastal areas. Communication networks at the Coastal

areas of Tamil Nadu, Kerala and the Andaman and Nicobar Islands – worst hit in the

Tsunami - were promptly restored within the shortest possible time. BSNL along with the

employees contributed an amount of Rs. 2,207 lakhs to the Prime Minister’s Relief Fund.

Telephone Services were restored in record time in the flood-hit areas of Gujarat and

Maharashtra.


Literature Review

Research methodology2

Research Methodology is the “systematic method of discovering new facts of verifying

old facts, their sequences, interrelationships, causal explanations and natural laws which

govern them” P.V.Young

“Careful critical enquiry or examination in seeking facts for principles, diligent investigation

in order to ascertain something Webster International Dictionary

Types of Research3

The various types of researches that are studied in this project are

1.1 Exploratory Research

Exploratory Research is an initial research which analyzes the data and explores the

possibility of obtaining as many relationships as possible between different variables

without knowing their end applications. This means that a general study will be

conducted without having any specific end-objective to establish as many relationships as

possible between the variables of the study. This type of research lay the foundation for

formulation of different hypothesis of research problems.

Different types of these are literature survey, experience survey and study of problems to

have an insight.

1.1.1 Literature survey

It is a study involving a collection of literatures in the selected area of research

in which the researcher has limited experience. It helps the researcher to update with

the past data, data sources and results, which will be useful for related researches in

the future.

2 Lal. Bindrawan, Research Methodology, ABD publishers, Jaipur3 Panneerselvam.R, Research Methodology, Prentice- Hall of India Private ltd, New Delhi, 2008


1.1.2 Experience Survey

It is the survey of experts or specialists in a particular field which act as a

database for future research. This survey gathers the experiences of specialists in

terms of their skill and knowledge.

1.2 Conclusive Research

Conclusive research tests the hypothesis of a research problem formulated by exploratory

research and draws definite conclusions for implementation. After validating the

hypothesis, a decision making framework can be formulated.

They are further classified as Descriptive research and experimental research.

1.2.1 Descriptive Research

This research tries to describe the characteristics of the respondents in relation

to a particular product or a practice/culture of importance. It is carried out with a

specific objective

1.2.2 Experimental Research

An experimental research is used to study the effect of set of factors on the

response variable of a system of study. This research is conducted in a controlled

environment.

1.3 Modelling Research

A model is an abstraction of reality. Many of the real life problems of business situations

can be formulated as models. Different types of models applied to business situations are

symbolic models, simulation model and mathematical models.

1.3.1 Symbolic Model

Symbolic model is a representation of performance measure of the system of interest

in terms of its variables. This means that the attributes of a system are related by an equation.

Regression equation is an example of a symbolic model

1.3.2 Mathematical Model

They are mainly operations research models which are aimed to solve complex real

life problem arising in the direction and management of large systems of men, machines,

materials, and money.


1.3.3 Simulation Model

Simulation is an experiment conducted over a real life stochastic system in a scaled

time frame to extract as many average operational statistics as possible to formulate

respective decision guidelines at all levels of management.

1.4 Algorithmic Research

It’s a well-defined sequence of steps to solve a problem of intrests in industry,

business and government

Formulation of problem4

In the research process the first and foremost step happens to be that of selecting and

defining the proper research problem. A researcher must find the problem and formulate the

problem so that it becomes susceptible to research.

The research problem is in general refers to some difficulty which a researcher

experiences in the contexts of either a theoretical or practical situation and wants to obtain a

solution for the same. The research problem can be formulated in different situations and the

conditions for defining the research problem are listed below

1. There must be an individual (or a group or an organization)

2. There must be at least two courses of action

3. There must be at least two possible outcomes

4. The course of action available must provide some chance of obtaining the objective.

Why to define the research problem?

If the problem is well defined it builds a path for the entire research process and is helpful

for carrying out the investigation in a specific desired direction. The basic necessities of

defining the problem are,

1. The research problem defined must not have any ambiguity

2. The research problem that is defined must be relevant

4 Kothari C R. “Research methodology methods and techniques.” Wishwa Prakashan, july 1998


3. It should enable the researcher to be on track. An ill-defined problem can create

hurdles.

4. It should state the boundary of the research within which researcher wants to study the

problem.

A well-defined problem helps to carry out the research in a smooth way and the

chances of error can also be minimised.

The various techniques adopted in defining the research problem are

1. Statements of problem in general way

2. Understanding the nature of problem

3. Developing the ideas through discussion

4. Development of research design

Research design is done on the basis of the nature of research adopted the various

types of design are

1. Research design in case of exploratory research studies

2. Research design in case of descriptive and diagnostic research studies

3. Research design in case of hypothesis-testing research studies

Methods of sampling adopted5

Sampling methods are classified as probability sampling & non probability sampling

methods.

Probability sampling-

In case of probability sampling each unit of population has probability of being

selected. The main advantage of this method is complete elimination of human bias in

picking units from population.

5 Panneerselvam.R, Research Methodology, Prentice- Hall of India Private ltd, New Delhi, 2008


Types of Probability sampling-

1) Random sampling

2) Systematic sampling

3) Stratified sampling

4) Cluster sampling

5) Multistage sampling

Types of Non probability sampling-

1. Convenience sampling

2. Judgement sampling

3. Quota sampling

4. Snowball sampling

Sampling Technique used in Research

Sampling technique used in the research is convenience sampling.

Convenience sampling

The non-probability sampling method in which interviewers will decide the choice of

sampling units based on their convenience

In most of situations, the following may be true

1. The sampling units may be distributed sparsely

2. many respondents will refuse to fill the questionnaires

3. Some respondents will not cooperate in filling the questionnaire

4. Some of the interviewers may not be serious in selecting the sampling units as per the

assumed sampling plan

Though the probability sampling gives better accuracy level in terms of the study,

there are many practical inferences of the study, there are many practical difficulties in fully

executing probability sampling because of the limitations stated above, so interviewers prefer

to convenience sampling to overcome these difficulties. Sampling units for this research are

selected from Bhivandi & Wada BSNL region because these are the major areas of sales

comes under Kalyan franchisee.


Data collection techniques adopted-

Data are the basic input for any decision making process in business or any research

method. Data can be classified as Primary data & Secondary data

Methods used in Primary data collection are-

1. Observation method

2. Personal interview

3. Telephone interviews

4. Mail survey

5. Questionnaire method

Methods used in secondary data collection-

Secondary data can be obtained from internal sources as well as external sources.

Internal sources-

1. Sales record

2. Marketing activity

3. cost information

4. distributor report

5. customer feedback

External sources-

1. Government publications

2. journals

3. publication of trade association

4. books

5. magazines

6. newspapers

7. Annual reports

8. research reports

9. Internet


Data collection Techniques Used in Research-

Primary data collection Technique

1. Personal interview

2. Questionnaire method

The widely used method especially in case of surveys. It is used to obtain objective

& qualitative data. The list of questions is sent to different units of population to get their

response to obtain standardised result that is tabulated & treated statistically to reach at

particular solution

Internal sources-

1. Marketing activity

2. Distributor feedback

3. Customer feedback

External sources-

1. Books

2. Magazines

3. Newspapers

4. Internet-

Data presentation6

After data collection, the role of survey is classification & tabulation of data. Data is

classified in tabulated form for sake of effectiveness. This tabulated data is then presented in

graphical & diagrammatic forms like bar diagram, column diagram ,pie charts...

Development of hypothesis7

Hypothesis is generally considered as the principle instrument in the research process.

The basic aim of the development of the research hypothesis is to study the information in the

present and then analyse the flows in it and rectify the situation to gain the advantage in

6Abdel Baset I.M. Hasouneh “Research Methodology”Sublime Publications,Jaipur,2003 7 Kothari C R. “Research methodology methods and techniques.” Wishwa Prakashan, july 1998


future. Hypothesis made generally enables the researcher to analyse the population

parameters.

A hypothesis is a proposition that attempts to explain a set of facts in a unified way. It

generally forms the basis of experiments designed to establish its plausibility. Simplicity,

elegance, and consistency with previously established hypotheses or laws are also major

factors in determining the acceptance of a hypothesis. Though a hypothesis can never be

proven true (in fact, hypotheses generally leave some facts unexplained), it can sometimes be

verified beyond reasonable doubt in the context of a particular theoretical approach. A

scientific law is a hypothesis that is assumed to be universally true.

The hypothesis defined must have following characteristics

1. It must be clear and precise

2. It must be capable of being tested

3. It must state the relationship between variables

4. Hypothesis must have limited scope and must be specific

5. It should be simple and understandable and must not have any ambiguity

6. Hypothesis must be consistent with the known facts

7. It must be in accordance with the time allotted for carrying out the research

Analysis of data8

Analysis of the data is carried out after classifying the given data and presenting it in to

various forms as discussed above.

The analysis is carried out by defining the suitable hypothesis and applying various statistical

tools as listed below

1. Chi-square test

2. T-test

3. F-test

4. Z-test

5. ANOVA.

The test is applied as per the requirement of the research and the nature of the data collected.

The data is collected in qualitative and Quantitative form. The table values are compared with

8 Michael V P. “Research methodology in management,” Himalaya Publication House, mumbai,1997.


the calculated value to arrive at the conclusion. And based on these conclusion the various

recommendations are drawn.


Procedures

Up on considering the various options available for obtaining data it was determined

that the survey was the most effective way to complete the project. Thus survey is conducted

to obtain sufficient amount of data.

Identical survey questions were asked to all the respondents at the following places listed

below

1 Bhivandi

2 Wada

The survey format was developed on the basis of the literature review and the

questions were also developed on the basis of the literature review and focused towards the

Customer services provided at BSNL.

The questionnaire contains both open and closed ended questions and each question

have different criterion for the interpretation like Scaling or Grid based questions etc.

The data so collected is thoroughly studied and analysed using various tools and

techniques in statistics like “testing of hypothesis”.

The sampling technique is used is convenient sampling and is conducted at Bhivandi

& Wada & response is taken from 98 respondents (57 from Bhivandi & 41 from wada region)

and a confidence interval of 95% are used to determine the table values.


Analysis 1 :- Study on customers Satisfaction:

Designed Questionnaire

Bharat Sanchar Nigam Ltd

Name : - _______________________________________ Age____________________

Gender:-

Male Female

Occupation: - ______________________________________________________________+

1. Are you aware of BSNL Services?

Yes No

2. Which media you come across as far as the advertising is concerned

Print Audio-visual outdoor Internet

3. Why do you prefer to purchase the BSNL Products

Brand Preference Availability Affordability Quality Value added services

4. Rate the Performance of BSNL

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent

5. Do you find difficulty in "Consumer service Centres" of BSNL

Yes No

6. Have you asked For duplicate Telephone bills when the original bill is not received

Yes No

7. How frequently do you wait in queue for your query

Mostly Rarely Never


8. Do you use online services provided by the BSNL

Yes No

9. Rate the BSNL on the following grounds

Excellent GoodSatisfactory

PoorVery Poor

Brand

Quality

Affordability

Availability

Services

10. Do you use any other services if yes then compare them on the basis of following parameters BSNL

Excellent GoodSatisfactory

PoorVery Poor

Brand

Quality

Affordability

Availability

Services

11. Rate the last three services that are provided at BSNL Service centre Other

Excl GoodSatisfactory

PoorVery Poor

Service1

Service2

Service3

12. How long are you using the BSNLservices?

Less than 1 year 1 - 3 year 3 - 5 year

5 - 10 year More than 10 year


13. How do you recommend BSNL services to others

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent

14. Rate the treatment given at the BSNL Customer Service Centre

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent

15. Rate the BSNL service Centre as far as organizing is concerned (Layout of the Service Centre )

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent


Analysis of Bhivandi & Wada Region

The analysis is carried out on various questions listed below and depending on the nature of the outcome the hypothesis were formulated and the responses are represented in the form of graphs and charts.

1. Are you aware of BSNL Services?

Yes; 83

No; 15

Chart 4: Awareness of BSNL service

2. Which media you come across as far as the advertising is concerned ?

Audiovisual Print Internet Outdoor0

5

10

15

20

25

30

35

40

45

42

24

4

28

ADVERTISING MEDIA

Chart 5: Advertising media rating

3. Why do you prefer to purchase the BSNL Products?

Brand Quality Affordability Availability VAS0

5

10

15

20

25

30

35

40

45

8

12

39 39

0

PREFERENCE

Chart 6: Parameter & their preference rating


Hypothesis-Ho- There is no significant difference on preference parameter to purchase BSNL products & servicesH1- There is significant difference on preference parameter to purchase BSNL products & services.

Pref_rating

Observed N Expected N Residual

1 1 19.6 -18.6

8 8 19.6 -11.6

12 12 19.6 -7.6

38 38 19.6 18.4

39 39 19.6 19.4

Total 98

Table 1: Preference rating observed value table

Test Statistics

Pref_rating

Chi-Square 63.939a

df 4

Asymp. Sig. .000

Table 2: Preference rating Calculation

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 19.6.

b. At 5% level of significance chi square table value =9.49

c. Chi square calculated value = 63.939

Since Chi-square Cal > Chi-square table we reject the null hypothesis against the alternate hypothesis. Thus there is significant difference on preference parameter to purchase BSNL products &

services. Affordability & availability of the service plays an important role in purchase behaviour of

customers.

4. Rate the Performance of BSNL


1 2 3 4 5 6 7 8 9 100

5

10

15

20

25

30

35

0 1 2

8

21

30

20

15

1 0

PERFORMANCE

Chart 4: BSNL’S Performance rating

Ho : The performance is uniformly distributed.

H1: The performance is not uniformly distributed.

Table 3: Frequencies for Performance rating of BSNL


values

Observed N Expected N Residual

1 4 14.3 -10.3

2 2 14.3 -12.3

8 8 14.3 -6.3

15 15 14.3 .7

20 20 14.3 5.7

21 21 14.3 6.7

30 30 14.3 15.7

Total 100

Test Statistics

values

Chi-Square 43.500a

df 6

Asymp. Sig. .000

Table 4:Chi square analysis for Performance rating of BSNL

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 14.3.

b. At 5% level of significance chi square table value =12.6

c. Chi square calculated value = 43.500

Hence the Null hypothesis is rejected & alternate hypothesis is selected

Thus performance is not uniformly distributed.

Thus most of the customers seem to be satisfied on BSNL’S performance while some feels

BSNL’S performance is good.

5. Do you find difficulty in "Consumer service Centres" of BSNL?

Yes; 47No; 51

Chart 5 : Difficulty in CSC

6. Have you asked for duplicate Telephone bills when the original bill is not received?

Yes; 17

No; 81

Chart 6: Frequency of customers who asked for duplicate bills

7. How frequently do you wait in queue for your query ?


Never Rarely Mostly0

10

20

30

40

50

60

70

23

65

11

WAITING IN QUEUE

Chart 7: Frequency of Waiting in queue for query

8. Do you use online services provided by the BSNL ?

Yes; 16

No; 82

Chart 8: Frequency showing BSNL’S online service users

9. Rate the BSNL on the following grounds

Excellent Good Satisfactory poor Very poor0

5

10

15

20

25

30

35

40

45

50

17

44

32

5

BRAND

Chart 9: BSNL’S Brand rating



10

20

30

40

50

60

12

51

35

QUALITY

Chart 10: BSNL’S Quality rating


5

10

15

20

25

30

35

40

45

21

41

34

2

AFFORDABILITY

Chart 11: BSNL’S affordability rating


5

10

15

20

25

30

35

40

45

26

42

28

2

AVAILABILITY

Chart 12: BSNL service availability rating



10

20

30

40

50

60

13

49

34

2

SERVICES

Chart 13: BSNL’S service rating

Ho: There is no significant difference of the following parameters as far as the BSNL is

concerned.

H1: There is significant difference of the following parameters as far as the BSNL is concerned.

Observed value Brand QualityAffordability

Availability Service Total

Excellent 17 12 21 26 13 89Good 44 51 41 42 49 227Satisfactory 32 35 34 28 34 163poor 5 0 2 2 2 11Very poor 0 0 0 0 0 0Total 98 98 98 98 98 490

Table 5: Observed value for different parameters

Expected valueBrand Quality

Affordability

Availability Service Total

Excellent 17.8 17.8 17.8 17.8 17.8 89Good 45.4 45.4 45.4 45.4 45.4 227Satisfactory 32.6 32.6 32.6 32.6 32.6 163poor 2.2 2.2 2.2 2.2 2.2 11Very poor 0 0 0 0 0 0Total 98 98 98 98 98 490

Table 6 Expected values for different parameters


Table 7: Chi square calculation table

Chi-square Table = 26.3

Hence the chi-square calculated < Chi square TableHence the Null hypothesis is selected against the alternate hypothesis

Thus there is no significant difference of the following parameters as far as the BSNL

product & service purchase from customer is concerned.


O E (O-E) (O-E)^2 (O-E)^2/E

17 17.8 -0.8 0.64 0.0359550644 45.4 -1.4 1.96 0.0431718132 32.6 -0.6 0.36 0.011042945 2.2 2.8 7.84 3.563636360 0 0 0 0

12 17.8 -5.8 33.64 1.8898876451 45.2 5.8 33.64 0.7442477935 32.6 2.4 5.76 0.176687120 2.2 -2.2 4.84 2.20 0 0 0 0

21 17.8 3.2 10.24 0.575280941 45.4 -4.4 19.36 0.4264317234 32.6 1.4 1.96 0.06012272 2.2 -0.2 0.04 0.018181820 0 0 0 0

26 17.8 8.2 67.24 3.7775280942 45.4 -3.4 11.56 0.2546255528 32.6 -4.6 21.16 0.649079752 2.2 -0.2 0.04 0.018181820 0 0 0 0

13 17.8 -4.8 23.04 1.2943820249 45.4 3.6 12.96 0.2854625634 32.6 1.4 1.96 0.06012272 2.2 -0.2 0.04 0.018181820 o 0 0 0

Chi Value 18.2690309

10. Do you use any other services if yes then compare them on the basis of following parameters?

Other services used by BSNL customers

Vodafone Airtel Tata Reliance Others0

5

10

15

20

25

30

35

10

24

31

18

15

OTHER SERVICES

Chart 14: Frequency showing same customers using other service

RATING OF OTHER SERVICES USED ON FOLLOWING GROUNDS-


10

20

30

40

50

60

70

14

63

21

BRAND

Chart 15: Brand rating of Other services



10

20

30

40

50

60

70

16

66

15

1

QUALITY

Chart 16: Quality rating of Other services


10

20

30

40

50

60

70

23

63

12

AFFORDABILITY

Chart 17: affordability rating of Other services


10

20

30

40

50

60

33

51

24

AVAILABILITY

Chart 18: Availability rating of Other services



10

20

30

40

50

60

30

54

14

SERVICE

Chart 19: service rating of other services

11. Rate the last three services that are provided at BSNL Service centre Other


10

20

30

40

50

60

70

3

61

30

2 2

10

54

33

1 0

18

49

31

0 0

Service1 Service2 Service3

Chart 20: Rating showing performance of last three services given to customers

12. How long are you using the BSNL services?

3-5 years 5-10 years 1-3 years More than 10 years Less than 1 year0

5

10

15

20

25

30

35

22

31 30

8 7

USING BSNL FROM

Chart 21: BSNL users using BSNL from


13. How do you recommend BSNL services to others?

1 2 3 4 5 6 7 8 9 100

5

10

15

20

25

30

35

40

0 0 1

6

16

25

38

9

1 0

RECOMMENDING OTHERS

Chart 22: BSNL users rating to recommend others for using service

14. Rate the treatment given at the BSNL Customer Service Centre

1 2 3 4 5 6 7 8 9 100

5

10

15

20

25

30

35

40

0 0 13

13

25

34

18

4

0

TREATMENT AT CSC

Chart 23: Rating for treatment given at CSC

15. Rate the BSNL service Centre as far as organizing is concerned (Layout of the Service Centre )

1 2 3 4 5 6 7 8 9 100

5

10

15

20

25

30

10

79

14

28

22

11

42

CSC LAYOUT

Chart 24: Rating for CSC layout


FINDINGS- From the study it found that more number of the customers are using BSNL mobile

service than landline service

Customers are expecting more number of free calls.

With regards number of mobile services with new value added services hence customers were switching over to other service providers.

The respondents experienced network problems when they used roaming to cities.

As BSNL is leading in rural market so some customers are not well aware of all type of services provided by BSNL which includes Broadband service with different plans, newly launched 3G technology while some customers are not well aware about value added services, all type of schemes & plans provided in the service by company

It seems that audio visual advertising specially new advertises of BSNL on television

plays an important role to come in focus in front of customers, while outdoor adds

like on state transport buses, banners while in case of print advertising in newspapers

also shows good response from customer. But internet plays negligible role in

advertising.

Affordability & availability of the service plays an important role in purchase behaviour of

customers.

From the study it seems that most of the customers wait rarely in the queue for their

query & payment of bills.

From the opinion of customer & staff at CSC it seems that queue creates only at

around last 3 to 4 days of payment of bills.

As survey is carried out in rural area it found that there are very less number of

customers using BSNL’s online services.

Tata (CDMA & GSM), Airtel are the major competitors while Vodafone & Reliance has also captured significant market. Other players like Idea, Aircel service are also capturing some part of market.

After the opinion from customer it seems that they changes their buying behaviour on basis of Value added services & new schemes which are concerned more with affordability.


From the study it seems that BSNL is providing good service while more or less customers are only satisfied on service provided by company.

It seems that most of the customers have shown good loyalty towards BSNL service but some of the customers found for using BSNL service more for incoming purpose only.

The treatment given to the customer at CSC is good & some are satisfied with it. But very less response is for poor treatment & no any customer feel that treatment given is very poor.

Most of the customers are satisfied with layout & Design of CSC while some feels that CSC layout & design is good, but very few respondents feels that it is poor.

Most of the customers like B.S.N.L Advertisement and Punch line


Analysis 2:- Study on BSNL franchisee Performance in distribution

Bharat Sanchar Nigam Ltd

FRANCHISEE SURVEY

Location: - ______________________________________________________________+

1. It takes how much time to get order after placing it? Within a day

1-4 days

4-7 days

More than a week

2. What do you think the main reason behind sell of BSNL cards?

Brand

Trust

Service

Availability

Affordability

3. How many cards you sell on an average in a month?

4. How many Retailers do you cover?

Less than 100

100-300

300-600

600-1000

More than 1000


5. Do you Find any difficulty in distribution from company ?

Yes

No

6. In your area who are the major competitors for BSNL ?

Vodafone

Airtel

Tata

RELIANCE

Others

7. Rate How much you are satisfied on benefit from distribution?

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent


PARAMETER LOCATION KALYAN ULHASNAGAR

Time takes to get order after placing

Within a day Within a day

Reason behind sale of BSNL cards and service

Service Trust

Monthly sell of cards on average

Around 400-500 Around 550

Number of retailers Franchisee covers

Around 500 579 at present

Any difficulty in distribution from company

No No

Major competitors in their area Airtel, Tata (CDMA, GSM) Airtel, Vodafone

Monthly average requisition(Including SIM , Top ups)

16-24 lac(4.5-6 lac per week) Around 16 lac

Major area of sell Bhivandi, Wada Ulhasnagar

Rating on satisfaction for benefit on distribution(out of 10)

6 5

After survey of both these franchisee following responses are given by respective franchisees

as shown in table.

Table 8: Showing tabular format of responses by each franchisee


Findings-

On placing order of SIM cards, Recharge voucher’s/top up’s from both franchisee they get

delivery on the same day which shows distribution from company is excellent. While distance

between company & franchisee is very less so it takes very short time to deliver the order to

respective Franchisees. Thus both the franchisees don’t have any difficulty as far as

distribution from company is concerned

Service provided by company & Trust of the existing customer has played an important role

in sale of BSNL’S products & services

Each franchisee covers approximately around 500 retailers in their respective area.

In Bhivandi ,wada, Ulhasnagar & Dombiwali area Airtel, Tata CDMA & newly launched

Tata Docomo (GSM) service are the major competitors while other private players like

Vodafone, Idea, Aircel, Reliance are also capturing some market.

The requisition of order from franchisee depends on the sale, Customers demand, retailers

demand but on an average each franchisee places order of around 15-20 lac per month.

Bhivandi & Wada are the major areas of sale under Kalyan franchisee.

As far as the satisfaction level of franchisee on profit on distribution is concerned, it seems

that they are somewhat less satisfied on the profit given by company.

BSNL SIM cards are not available in retail stores, customers have to purchase it from BSNL

exchange.


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 with some Value added

services (Plans & schemes).

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.

It seems that audio visual advertising specially new advertises of BSNL on television

plays an important role to come in focus in front of customers, while outdoor adds

like on state transport buses, banners while in case of print advertising in newspapers

also shows good response from customer. So company can strengthen its presence by

focussing on such types of advertisements.

Basic strength for BSNL is Availability and trust of the customer on the same

platform company should make efforts to be in leadership position because Telecom

sector today is very competitive due to presence of strong players & entry of new

players.

Company can also promote performance of Franchisee’s by giving good profit margin

on sale of products & services which will be helpful to increase sale as distributor &

retailers are close to end customer & they are well aware of customer’s requirements

& expectations.

BSNL service in the respected area always seems to be successful in winning

customers trust by providing good service on the same platform company can grab

more market by providing some Value added services, schemes, plans in rural areas.

Because all the private players are capturing market on the basis of Value added

services & affordability.


BSNL SIM cards should be made available in retailer shop, because after study it

found that when customer want to purchase BSNL SIM then he/she have to approach

BSNL exchange in the area.

Sometime customers have to wait for some days on application for service but private

players provides service on the same day of application, so efforts should be made to

provide service within a day. Because the extensive time lag between submission of

application and receiving of a telephone connection had made some respondents switch over

to other service providers.

College going students and also some professionals switch to other services due to

attractive plans of private players. The attractive plans are like free calls & mobile

internet played an important role to grab market so BSNL should focus on such plans

to attract the customers.

Today most of the customers are using mobile internet (GPRS/WAP/MMS). But

BSNL is not strong in such plans to attract the customers due to low internet speed &

more charges compared to competitors so these plans should be made available at

affordable rate & good speed.

When customer apply for BSNL broadband service then he/she have to wait for about

10-15 days to get service so most of the customers specially needy customers do not

prefer BSNL broadband so efforts must be taken to provide service as soon as

possible.

Most of the customers are not aware of all type of plans & schemes so awareness is

low regarding the plans so BSNL should make the efforts to the larger extent to the

customer.

BSNL may reduce the monthly rentals of landline service.


MANAGEMENT TOOLS AND TECHNIQUES STUDIED-

The research is based on the using survey method which involves a structure questionnaire given to responsible of different regions and designed to collect specific information for the study

Convenience sampling technique is used to collect the data. It is least costly to the researcher, in terms of time and money.

Study of customer behavior, their expectations & requirements from service industry.

LEARNING EXPERIENCE FROM THE PROJECT

There are various things learned in the project

Knowledge of current scenario of telecom sector.

Customers’ expectations & requirements about products & services from telecom industry.

Newly entered private players & their attractive plans for the customers.

Various competitors in the market and their services.

Function of BSNL franchisee in distribution.

Some part of technical knowledge in telecom operations like BTS BSC, MTS functions to forward the call. Function of optical fibers in communication.


References

Bibliography

1. Kothari C R. “Research methodology methods and techniques.”

Wishwa Prakashan, july 1998

2. Abdel Baset I.M. Hasouneh “Research Methodology”Sublime Publications,Jaipur,2003

3. Michael V P. “Research methodology in management,” Himalaya Publication House,

mumbai,1997.

4. Panneerselvam.R, Research Methodology, Prentice- Hall of India Private ltd, New Delhi, 2008

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http://elsmar.com/Forums/showthread.php?t=23980

http://gbr.pepperdine.edu/024/customer.html

http://www.bsnl.co.in/company/growth.htm


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