MBA

Customer satisfaction of Bsnl products MBA II ntyear major project

MARKETINGAccording to marketing concept, an organization should try to provide

products that satisfy customers' needs through a coordinated set of activities that

also allows the organization to achieve its goals. Customers satisfaction is

the major focus of the Marketing concept .An organization should must

determine what customers want and use this information to create satisfying

products The organization must also continue to alter ,adapt, and develop

products to keep pace with customers- changing desires and preferences.

The marketing concept emphasis that marketing begins and ends with

customers.

The marketing concept is not a second definition of marketing .It is a

management philosophy guiding an organization overall activities .This

philosophy affects all organizational activities, not just

Marketing .Production finance, accounting, personnel, and marketing

departments must work together. Today, businesses want to satisfy

customers and build meaningful long term buyer-seller relationships.

The term relationship marketing refers to long term mutually beneficial

arrangement in which both

the buyer and seller focus on value enhancement through the creation of more

satisfying exchanges.

To expedite exchanges and develop beneficial exchange relationships, firm

marketing managers must develop and manage marketing strategies. A marketing

strategy is a plan of action for developing, distributing, promoting, and pricing products

that meets the needs of specific customers. The marketing strategy articulates the best

use of the firms' resources and tactics to met its objectives. To develop and

manage marketing strategies, marketers focus on several tasks:

MG university 1 OUR College,Kannur


Selecting a target market, developing a marketing mix,

assessing environmental forces,

and managing marketing efforts effectively.

A target market is a specific group of buyers on whose needs and

wants a company focuses its marketing efforts. Marketing managers may define

a target market as a vast number of people or as a relatively small group.

A market opportunity exist when the right combination of

circumstances and timing permit an organization to take action to reach a

particular target market.

VALUE OF MARKETING

Every organization should follow/abide the values of Marketing. i.e.

Ethics and Social responsibility.

ETHICS

Ethics may be one of the most misunderstood and controversial

concepts in marketing. Nevertheless, this concept and its application need to be

examined in order to support Marketing decisions that are acceptably and

beneficial to the society.

The term ethics relates to values and choices and focuses on standards,

rules, and codes of conduct that govern the behavior of individuals.

Marketing ethics refer to principles that define acceptable conduct in

marketing. The most basic ethical issues have been codified as laws and



regulations to encourage marketers to conform to society's

expectations of conduct. At a minimum, marketers are expected to obey theses

laws and regulations .however. It is important to realize that marketing

ethics goes beyond legal issues: ethical marketing decisions foster trust in

marketing relationship.

Some marketers engage in ethical behavior because of enlightened self

interest, or the expectation that ethics pays. These businesses believe that if

they do not act in the public interest, the public and customers will strike back

with restrictive regulations and legal action. Research has shown that the values

of and examples set by the organization often have more influence on ethical

decisions in marketing than a persons own value.

Developing awareness of ethical issues is important in

understanding and improving marketing ethics. An ethical issue is an

identifiable problem. Situation or opportunity requiring an individual or

organization to choose from among several actions that must be evaluated as

right or wrong, ethical or unethical.

SOCIAL RESPONSIBILITY

Compared wi th e th ics , soc ia l r e spons ib i l i ty r epresen t s a

b roader conceptualization. Social responsibility in marketing refers to an

organization s obligation to maximize its positive impact and minimize its

negative impact on society. Where as ethics relates to doing the right thing in

making individual and group choices, social responsibility is achieved by

balancing the interest of stakeholders in an organization.

The four dimensions of social responsibility are generally considered to

be a) Economic b) legal c) ethical and d) philanthropic concerns.



Economic: Be profitable

Legal: Obey the law - law is society's codification of right and wrong.

Ethical: Be ethical – Obligation to do what is right, just and fair.

Philanthropic: Be a good corporate citizen -- Contribute resources to the

community: improve the quality of life.

FRANCHISING

Franchising is an arrangement whereby a supplier, or franchiser

grants a dealer, or a franchisee, the right to sell products in exchange for some

type of consideration The franchiser may receive some percentage of

total sales in exchange of furnishing equipment, building, management

know-how and marketing assistance to the franchisee. The franchise supplies

labor and capital, operates the franchised business, and agrees to abide by the

provisions of the franchise agreement.

Franchising offers several advantages to both the franchisee and the

franchiser. It enables a franchisee to start a business with limited capital

and use the business experience of others. Moreover, nationally

advertised retailers are often assured of customers as soon as they open. If

business problems arise, the franchisee can obtain guidance and advice from

the franchiser at little or no cost. Franchised outlets are generally more

successful than independently owned businesses .Less than ten percent of

franchised retail businesses fail during the first two years of operation,

whereas approximately half of independent retail business fails during that

period. The franchisee also receives materials to use in local advertising

and can take part in national promotional campaigns sponsored by the

franchiser.



The franchiser gains fast and selective product distribution through

franchise arrangements without incurring the high cost of constructing and

operating its own outlets. The franchiser therefore has more capital for

expanding production and advertising It can also ensure, through the

franchise agreement, that the outlets are maintained and operated by its own

standard. The franchiser benefit from the fact that the franchisee, being the sole

proprietor in most of the cases, is likely to be very highly motivated to

succeed. Success of the franchiser means more sales, which translates in to

higher royalties for the franchiser.



TOOLS FOR TRACKING AND MEASURING

CUSTOMER SATISFACTION

Customer satisfaction we can measure by the various methods they are:

COMPLAINT AND SUGGESTION SYSTEM

A customer-centered organization makes it easy for its customer

to deliver suggestions and complaints. Many restaurants and hotel

provides forms for guests to report likes and dislikes. Some customer-

centered companies P&G General Electric, Whirlpool-establish not lines with

too-free 800 telephone numbers. Companies are also adding web pages and e-

mail to facilitate two-way communication. These information's flows provide

companies' with many good ideas and enable them to act quickly to resolve

problem.

CUSTOMER SATISFACTION SURVEYS

Studies show that although customers are dissatisfied with one out

of every four purchases, less than 5% of dissatisfied customer will complain.

Most customers will buy less or switch suppliers. Complaint levels are thus

not a good measure of customer satisfaction. Responsive companies measure

customer satisfaction directly by conducting periodic surveys. They send

questionnaires or make telephone calls to random sample of recent customer.

They also solicit buyers, views on their competitors' performances.

Whole collecting customer satisfaction data, it is also use fuel to ask

additional questions to measure re-purchase intention; this will normally be

high, if the customer satisfaction is high. It is also useful to measure the

likelihood or willingness to recommend the company and brand to

others. A high positive word-of mouth score indicates that the company is



producing high customer satisfaction.

LOST CUSTOMER ANALYSIS

Companies should contact customer who had stopped buying or who

have switched to another suppliers to learn why this happened. When IBM loses

a customer, it mounts a through effort to learn where it failed. Not only is it

important to conduct exit interviews when customers first stop buying, but

is also necessary to monitor the customer loss rate. If it is increasing this is

clearly indicates that the company is falling to satisfy customers.



DESIGN OF STUDY

1. STATEMENT OF PROBLEM

The survey was conducted in Kannur District to analyses the customer

value and satisfaction of the BSNL productions.

Primary Objectives

Primary objective of the study is to analyses the customer value and

satisfaction of BSNL productions.

Secondary objective

a) To analyses the attitude of the customers towards the Sree Ram Agencies.

b) To asses the level of satisfaction of the customer with the company

and their opinion regarding the customer satisfaction.

c) To study if the customer service have been effective or not.

3. METHOD OF DATA COLLECTION

The data was collected from the customer by adopting the

method of Questionnaire and interview schedule.



Data Collection

Primary Data:

The primary data has been collected by interview schedule and questionnaire

Secondary Data

The data regarding the company's industry etc. have been collected

from the company records, booklets website and also conducting discussion

with companies' executives.

Statistical Method Used

Tabular representation Percentage Pie chart bar diagram

4. PERIODIC STUDY

The time period allowed to the researches in carrying out the project

study entitled "A study on customer value and satisfaction of BSNL

productions in postpaid at Sree Ram Agencies was 30 days and what ever

information's so collected has been done so with in its stipulated time.

5. RESEARCH METHODOLOGY

The primary objective of my project is to study the customer satisfaction

activity in the firm. To achieve this objective a sample consist of 100 customers

were studied. The selected customers were interviewed schedule prepared on

the sublet.

The answer was tabulated and the results were presented in the form of

table and charts Questionnaires were given to management staffs and technical



staffs to know their opinion. Before preparing the questionnaires, I discussed

with Mr. Rakesh (Manager). Thus he questionnaires and the interview

schedule was confine to the subject.

a. PERSONAL INTERVIEW METHOD

Respondents being just 100 in numbers, personal interview method was

conducted to make the study more effective customer were net in person and

were asked questions and questionnaires were duty filled.

b. QUESTIONNAIRE. METHOD

A detailed questionnaire was prepared on the basis of customer

value and satisfaction done in mind to come out with the effective

solutions, Data was collected from various other sources like journals,

libraries, reference book and also from various employees in the organization.

6. LIMITATION OF THE STUDY

The study is subjected to the following limitations:

a. The survey is based on the sample size of 100 employees.

b. Since customer value and satisfaction is a psychological concept the

answer may depend upon time, moods and mentality of the customer.

c. Presence of sampling errors.

d. The study could have been made more elaborate, but if was confided to

limited number of respondents due to constraints.

e. Customer value and satisfaction is a highly sensitive topic and

many of the respondents were not honest with their answer and

noticed to be reluctant to openly voice their problem, in spite of being

assured that the response would be highly confidential.



REVIEW OF LITERATURE

REVIEW OF LITERATURE



The whole approach of marketing pivots around the tenet of meeting the

consumer wants, if is essential to understand what the customer wants, how

he/she perceives the products (Service), what exactly does he/she wants to

derive out of the products (Service), how does he/she make the brand

choice decision, what are the sources of information and influence processes?

Etc.

In order to take decision any marketer would constantly monitor such

information and obtain continues feed back of the trends in the market. As such,

marketing research, trade channel behavior, and competitive actions etc. It

provides a link age between the corporate environment and the marketing

organization. Marketing research thus may be viewed as an aid for tackling

problems in marketing.

MARKETING RESEARCH - DEFINITION

Marketing research is definition as the objective as the

objective and formal process of systematically obtaining, analyzing and

interpreting data for actionable decision making in, marketing. This

definition lays stress on two aspects, namely, objectively and systematic

process in the collection and analysis of data. In fact, marketing research

should not be allowance to be influenced by personal view and considerations.

Before undertaking any research study it is essential to delimit the primary

objectives of the project and define the methodology, of undertaking the project in

as much details as possible- Also there is an implicit assumption that the

ultimate findings should have the actionable quality. That is, the user must be able

to utilize the

results for marketing decision making purpose. Other wise, its ability

considerably undermined. That is to say, any marketing research done on an



arbitrary basis (i.e. luck of objectivity) or applying one's personal

convenience in the data collection and interpretation (i.e., no systematic

search) will certainly be of no use.

COMMON USES OF RESEARCH IN MARKETING

DECISION MAKING

The following paragraph highlights some of the marketing decision areas

whole marketing research is commonly used. These activities are divided in to

seven categories for illustaltion purpose.

SALES MANAGEMENT

Marketing research is popularly used to determined market demand

and supply. As such, estimation of demand and supply include many more

detailed analyses For example, an analysis of demand side of the market

includes.

1. A delineation of market boundary and how they are changing.

2. Assessment of present and future, buyer concentration.

3. Projections of demand for the total market and for major market

segments.

Market Boundary;-

Theologically a market may be defined as being bounded by all the closely

substitutable. Offering that may satisfy a given consumer need. However the

problem of precise definition being. What is closely substitutable? How broadly

the consumer need be defined? How many consumers should be included in the

market definition when

different offerings are targeted at different groups of consumers? The question



becomes particularly pertinent when consumer needs are varied. The

issue becomes that of evolving market segments through suitable basis

which may differentiate consumer's need. This problem is elaborated further

under segmentation research.

BUYER CONCENTRATION

Marketing research is made use of to measure how buyers exist in the

market and how sales are distributed among them is estimation of market share

by brand purchased, geographical position of the buyer, type of industry, user

industrial technology adopted etc.

DEMAND PROJECTIONS

Demand may be estimated in units of value terms and also, the

overall growth rates in key market. Segments are often estimated for better sales

management.

SUPPLY

An analysis of the supply side of the market is also similarly carried out by

marketing research studies. It included.

I. Assessments of present supply structure (In terms of concentration of

competition, product differentiation and entry barriers). Supply structure

refers to the study of how many companies operate in the market and how

are sales distributed among them?. Secondly study how

"differentiated" all the products offered? What barriers exist to enter

in to the market by new firms?. Entry barriers may cause because their

particular item is in the exclusive domain of the small scale sector,special

manufacturing skills required as noticeable in case of high technology

products, specialized marketing network required to market a product in

the total Indian Market.



II. A deception of the character of competition, competitor's strategies is

most sought after topic of investigation of marketing research today. It

includes comparative evaluation of such issues.

a. Market share analysis of branches

b. Positioning of each brand

c. Distribution channels adopted and method of selling.

d. Prices charged and how they all changing with time.

e. Advertising campaigns and promotion programmer adopted

corporate image and capabilities.

I

In other words, It fever to ascertain how the competitors are

defining their business in terms of consumer groups, segments being

pursued as reflected by their marketing mix portfolios.

CONSUMER BEHAVIOR ANALYSIS

Large number of marketing research studies are undertaken to understand

consumer behavior. Especially for each products service studies are widely

conducted to know issues like.

WHAT? /HOW? /WHERE? /WHO? /WHEN? /WHY?

Marketing research is undertaken specifically to answer such questions

about consumer motivation, perception which facilitate decision making. It is



not enough just, to "ask " how do consumers use the products" Instead the

question must as certain the significance of the answer so far as marketing

decision making is concerned. For example, "What close if mean for

product strategy, advertising message, physical distribution, pricing

strategy etc.?

Market Segmentation

Faced with heterogeneous composition of markets, every market tries to

utilize marketing research input to from market segments. Segmentation

research specifically helps in.

1. Designing the products that truly matcher the demand of the market.

2. Directing the appropriate advertising appeals and promotional pack ages

to the potential profitable segments of is market.

CUSTOMER VALUE AND SATISFACTION

The pay to generating high customer loyalty is to deliver high customer value.

According to Michael Lanning, in his Delivering Profitable Value, a company

must develop a competitively superior value proposition and a superior value -

delivery system. A company's values proposition is much more than its positioning

on a single attribute, Its is a statement about the resulting experience customer

will have the offering and their relation. shop with the suppliers. The brand must

represent a promise about the total

resulting experience that customer can expect. Whether the promise is kept

depends upon the company's ability to manage its value-delivery system.

The value delivery system includes all communications and channel

experience the customer will have on the way to obtaining the offering. 9



A similar theme is emphasized by Simon Know and Stan

Macklan in their competing on value. Too many companies create a value

gap by falling to alight brand value with customer value. Brand marketers try

to distinguish their brand item other buy a slogan or with a unique selling

proposition or by augmenting the basic offering with added services. But

they are les successful in delivering customer value, primarily, because

their marketing people focus on brand development whether customer

will actually receive the promised notice propositions will depend upon the

marketer's ability to influence various Cole processes. Know and Maklun wan

company's Cole processes as designing the brand profile.

In addition to tracking customer value expectations and satisfaction,

companies need to monitor their competitor's performance in these areas.

For example, a company was pleased to find that 80 percent of its

customers said they were satisfied. Then the CEO found out that its leading

competitions attained a 90 percent customer satisfaction score. He was further

dismayed when he learned that his competitions was aiming to reach a 95

percent satisfaction score.



INDUSTRIAL PROFILE



I N D U S T R I A L P R O F I L E

Communications

Communication is the process of exchanging information, usually via

common system of symbols. It takes a wide variety of forms, from two

people having a face-to-face conversation, to hand signals, to messages sent

over global telecommunication is what allows us to interact with other people,

without it, we would be unable to shall knowledge or experiences with

anything outside of ourselves. Common forms of communication include

speaking, writing gestus amd broad casting.

The hand, a phenomenon exclusive to humans is perhaps the

'original communication tool where it can express caring, hatsed

construction, destruction, approval or condemnation. To the deaf it is

their way in to the artist, it is their way through, to the writer, it is the way

with.

The Latin root word of communication is communicate, which has three

possible meanings,

a) " To make common", which is probably derived from either 2 or 3

b) Cum + munus, i.e. having gifts to share in a mutual donation.

c) Cum + munire; i.e. building together a defense, like the walls of a city.

DEFINING COMMUNICATION

There is no single definition of communication that satisfies everyone.

In 1970, Franc Dance had identified 126 published definitions.



TYPE OF COMMUNICATION

To some people "Communication" implies two different and

sometimes conflicting things. On the one hand, it means to have a thoughtful

exchange of views (dialogue) with a small numbers of people, perhaps, just

one. But it can also mean to disseminate broadly a simple message without

deep thought or appeals for feedback.

Interpersonal

The most basic forms of communication are primarily those which

involve communicating with people immediately present, such as one-

in-one and group conversations.

Tele Communication

Tele communication is communication over spatial distances. The term

is most often used in describing electronic means of communication, but

can also include methods such as smoke signals and semaphore.

Animal

Humans all not the only craters who communicate. Animals share

information with each other in variety of ways.



Academic Study

The various aspects .of communication has long been the subject of

human study. In ancient Greece, the study of shetoric, the art of effective

speaking and persuasion, was a vital subject for students.

In the early 20th century, many specialists began to study

communication as a specific pace of their academic disciplines.

Communication studies began to emerge as a distinct academic field in the

mid-20th century. Marshall Meluhan was one of the early pioneers.

Communication Technology

As regards human communication these diverse fields can be

divided into the which cultivate a thoughtful exchange between a small

numbers of people on the hanmd; and those which disseminate broadly a

simple message.(Public relations; television, Hollywood films)

Our indebtedness to the Romans in the field of communication dose not

ends with the root "Communicare". They devised what might be described as

the first real main or postal system in order to control the expire from Rome

by gathering knowledge about events in far off places.

As the Romans well knew, communication is as much about taking in

towards the until as it is about putting out towards the esteems.



In virtual management an important issue is computer-medicated

communication.

The view people take to communication is changing, as new

technologies change the way they communicate and organize. This new trend in

communication, decentralized personal networking is termed smart mobiling.

Telecommunications

Etymology;

The term comes form a contraction of the Greek tele, meaning

'far', and communications, meaning "in: the discipline that studies the

principles of transmitting information and the methods by which it is delivered

(as print or radio or television etc.)" The term is most used to refer to

communication using some type of signaling, such as the aldis lamp or the

transmission and reception of electromagnetic energy. This vocers many media

and technologies including radio, fiber optics, telegraphy, television,

telephone, data communication and computer networking, although

other types of signaling are also included.

The basic elements of a simple telecommunications system are:

a) A transmitter that operate upon the information to be communicated in such a

way that some type of signal suitable for transmission is produced (this includes

any in coding, compression, and error correcting operations, modulation

processes if some type of carrier is to be used, or virtually any other operation

that is to be performed upon the information in order to prepare it for

transmission in the form of a signal)

b) A signal that. is transmitted by the transmitter



c) A transmission medium, which constitutes a communications channel over

which the signal is transmitted.

d) A receiver (such as a radio receiver) that receives the signal and reverses any

and all of the operations that were performed upon the information by the

transmitter in order to convert it into the form of a signal and reverses any and all

of the operations that were performed upon the information by the transmitter in

order to convert it into the form of a signal (e.g. the receiver decodes,

decompresses, compares error correction codes, demodulates the signal to

separate it from any carrier that was used, etc. and generally performs these

operations in the exact reverse order in which they were performed by the

transmitter )

Telecommunication can be point-to-point, point-to-multipoint or

broadcasting, which is a particular form of point-to multipoint that goes only

from the transmitter to the receivers.

One of the roles of the telecommunications engineer is to analyze the

physical properties of the line or transmission medium, and the statistical

properties of the message (see Information theory) in order to design the most

effective encoding and decoding mechanism.

When systems are designed to communicate through human

sensory organs (mainly those for vision and hearing), physiological and

psychological characteristics of human perception must be taken into account.

Certain types of defect, while objectively measurable, are not readily

apparent to human perception while others are disproportionately

apparent. The cost of a system can therefore be reduced cost and user demand

for higher quality, and this is an important economic consideration for those

who plan systems.



The field of telecommunications is no doubt one of the most exciting

occupational fields that modern society has to offer. New technology is

constantly being developed and finds its applications in the technical

systems that make up a telecommunications network. This creates

opportunities for developing existing services further, and introducing

completely new ones.

Examples of telecommunication systems;

1. Semaphore

2. Telegraphy

3. Radio teletype

4. The global telephone network (also known as the Public Switched

Telephone Network of PSTN)

5. Radio

6. Television

7. Communications satellites

8. Ethernet

9. The Internet

Types of Telecommunication devices: Mobile Phone:

In telecommunication, a wireless phone, cellular mobile or cell phone (in the United

States), also called a mobile phone in other English speaking countries, is a

mobile communications system that uses a combination of radio wave transmission and

conventional telephone switching to permit telephone communication to and from

mobile users within a specified area,The term does not comprise the so-called

portable phone or cordless phone, which is associated with a fixed telephone

landline and can only be operated close to (less than 100 meters of) its base station,



such as in and around the house (see telephone for more). The term cell phone

applies specifically to mobile phones which use a cellular network; satellite phones

are also mobile phones, but not cellular.

History

Mobile phones have existed at least since the 1950s; thought the distinction

becomes blurry when special systems are used to "patch" conversational

Radiotelephones (2-way radio) into a phone network with the assistance of human

operators. Modem mobile phones can make and receive calls automatically,

operating as would a normal phone (thought most have a super set of the ability of

fixed-line phones).

Mobile phones began to proliferate through the 1980s with the

introducing of "cellular" phones, with multiple base stations located relatively

close to each other, and protocols for the automated "hand-off' between two

cells when a phone moved from one cell to the other. In this era, mobile phones

were same what larger than current ones, and many were designed for

permanent installation in cars, or as "transportable" phone the size of a

briefcase.

As technology improved through the 1990s, the larger "bricks" disappeared and

tiny hand-held phones became the norm.

base, as mobile network costs are mostly call volume related, while fixed-line

telephony has a much higher subscriber related cost component.

Cellular Telephony -

A cell phone is a portable telephone which receives or sends messages

through a Cell site, or transmitting tower. Radio waves are used to transfer

signals to and from the cell phone. Each cell site has a range of 3-5 miles and

overlaps other cell sites. All of the cell sites are connected to one or more



cellular switching exchanges which can detect the strength of the signal

received from the telephone. As the telephone user moves or roams from one

cell area to another, the exchange automatically switches the call to the cell site

with the strongest signal.

The term "cell phone" is uncommon outside of the US and Japan.

However, almost all mobile phones use cellular technology, including

GSM, CDMA and the old analog mobile phone systems. Hence, many people

use the term "cell phone" to mean any mobile telephone system. The exceptions

to mobile phones using cellular technology are satellite phones.

The Iridium phone system is very like a cell phones system except

the cell sites are in orbit. The marine radio telephone satellites administered by

INMARSAT have a completely different system (see below).

Old systems pre-dating the cellular principle may still be in use in places. The

most notable real hold-out is that many amateur radio operators maintain phone

patches in their clubs' VHF repeaters.

Early mobiles were analog; newer ones are digital.

There are a number of different digital cellular technologies; these

include: GSM, CDMA and DECT.

Mobile phone technology is often ctivided into generations: IG, 2G,

2.5G, 2.7G and 3G:

IG AMPS, TAGS

2G TDMA, CDMA, GSM, PCs, ISDN

2.5 GPRS

2 .7 EDGE

3G UMTS

All of these technologies were based on cellular technology,

However, satellite based phones are called mobile phones too.



Major mobile phone manufacturers include Nokia, Sony Ericsson and

Motorola.

Many mobile phones support 'auto-roaming', which permits the same

phone to be used in multiple countries. However, both countries must use the

same mobile system and the same frequencies, and there must be an

agreement between the two countries' telephone operators.

In the UK and Australia mobile phones are often called simply mobiles in

Germany, they are called Handy. In Sweden they are sometimes called nolle, or

"teddy bear", referring to the fact that many people always carry them around and

feel insecure if they misplace them.

Mobile phones must be distinguished from portable phones

(called cordless phones in the US); with a portable phone the user purchases

their own base station, which they connect to a landline, the range of the

phone is generally restricted to under 50 m, and the phones operate on a

different frequency and protocol (e.g. DCTS in North America; DECT in

Europe)

Mobile phones do not only support voice calls; they can also send and

receive data and faxes (if a computer is attached), sending short messages

(or "text messages"; see Short Message Service), access WAP services, and

provide full Internet access using technologies such a GPRS. Mobile phones

often have a clock and a calculator and often one play some games on them.

Newer models also for sending pictures and have a built-in digital

camera. This gives rise to some concern about privacy, in view of possible

voyeurism, for example in swimming pools. For this reason Saudi Arabia has

banned camera phones entirely; South Korea has ordered manufacturers to

ensure that all new handsets emit a beep whenever a picture is taken. On the

other hand, cameras can be used by crime victims or witnesses to help identify



the criminals.

GPS receivers are starting to appear in cell phones, primarily to aid in

dispatching emergency responders.

Newer models have included many features aimed towards personalization, such

as user defined ring tones and operator logos, and interchangeable covers,

which have helped in the uptake by the teenage market.

Usually one can choose between a ring tone and a vibrating alert.

Satellite Telephony (INMARSAT):

Inmarsats use a completely different system. Basically, the

satellite simply retransmits whatever signals it receives. The mobile stations

actually log into a ground station. More information is available at INMARSAT.

In cellular mobile systems, large geographical areas are segmented into many

smaller areas, i.e. cells, each of which has its own radio transmitters and receivers

and a single controller interconnected with the public switched telephone network.

Synonyms cellular phone, mobile phone, cellular radio, cellular telephone.



PRODUCTS



PERSONAL INFORMATION

TABLE - I

1. TABLE SHOWING CUSTOMER AGE

SL.NO Particular No. of Respondents Percentage

1 Less than 20 5 5

2 20-30 20 20

3 30-40 40 40

4 Above 40 35 35

Total 100 100

INFERENCE From the above table shows that 5% of the total respondents belong to the age group of Below 20, 20% of the total respondents belong to the age group of 20-30, 40% of the total respondents belong to the age group of 30-40 and 35% of the total respondents belong to the age group above 40.



FIG NO-1

less than 20 20-30 30-40 Above 400

5

10

15

20

25

30

35

40

45

PARTICULARS

Percen

tage



TABLE - 2

2. TABLE SHOWING CUSTOMER SEX

SL AO No- of Respondents Percentage

1 Male 65 65

2 Female 35 35

Total 100 100

INFERENCE

From the above table shows that 65% of the total respondents

belong to male population and 35% of the respondent belongs to female

population.



FIG NO-2

65%

35%

PIE DIAGRAM SHOWING CUSTOMER SEX

malefemale



TABLE - 3

3. TABLE SHOWING CUSTOMER INCOME

SLAG Particular No. of Respondents Percentage

1Less than 5000 10 10

2 5000-10000 45 45

3 10000-15000 30 30

4 More than 15000 20 20

Total 100 100

INFERENCE


belong to the Income group less than Rs. 5000, 45% of the total

respondents belong to the Income group Rs. 5000 - Rs. 10000, 30% of the

total respondents belong to the Income group Rs. 10000 - Rs. 15000 and 20%

of the total respondents belong to the Income group More than Rs. 15000.



FIG NO-3

Bar diagram showing customer income

Less than 5000 5000-10000 10000-15000 More than 150000

5

10

15

20

25

30

35

40

45

50

PARTICULARS

PERC

ENTA

GE



TABLE - 4

1. TABLE SHOWING CUSTOMER QUALIFICATION


1 H.S.0 30 30

2 U.G 20 20

3 P.G 20 20

4 Professional 10 10

5 Others 20 20

Total 100 100

INFERENCE

From the above table shows that 30% of the total respondents belong to

the qualification of H.S.C, 20% of the total respondents belong to the

qualification of U-G, 20% of the total respondents belong to the

qualification of P.Q, 10% of the total respondents belong to the Professional

qualification and 20% of the respondents belong to other qualifications.



Fig No-4

30%

20%20%

10%

20%

PIE DIAGRAM SHOWING CUSTOMER QUALI-FICATION

H.S.CU.GP.GProfessionalOthers



TABLE - 5

TABLE SHOWING CUSTOMER OCCUPATION


1 Public 20 20

2 Private 35 35

3 Self Employment 30 30

4 Others 15 15

Total 100 100

INFERENCE


work in public sector, 35% of the total respondents work in private sector,

30% of the total respondents are self employed and 15% of the total

respondents work in other sectors.



FIG NO-5

BAR DIAGRAM SHOWING CUSTOMERS OCCUPATION.

Public Private Self Employment Others0

5

10

15

20

25

30

35

40

PARTICULARS

PERCEN

TAGE



TABLE-6

01. D O Y O U A W A R E O F B S N L M O S T O F T H E

PRODUCTS?

SLAG. Particular No. of Respondents Percentage

1 YES 90 90

2 NO 10 10

Total 100 100

INFERENCE

From the above table shows that 90% of the total respondents stated that

they are aware of BSNL products and 10% of the total respondent stated that

they are not at all aware of BSNL products.



FIG.NO-6

10%

90%

PIE DIAGRAM SHOWING AWARENESS IN BSNL PRODUCTS

YES NO



TABLE-7

FROM WHICH MEDIA DID YOU HAVE THE INFORMATION

ABOUT BSNL PRODUCTS

SL. NO Particular No. of Respondents Percentage

1 Print Media 40 40

2 Broadcast Media 25 25

3 Internet 5 5

4 Other 30 30

Total 100 100

INFERENCE

From the above table shows that 40% of the total respondents stated

information about BSNL products through Print Media, 25% of the total

respondents stated that they got the information about BSNL products through

Broadcast Media, 5% of the total respondents stated that they got the

information about BSNL products through Internet and 30% of the total

respondents stated that they got the information about products through

other ways.



FIG NO-7BAR DIAGRAM SHOWING MEDIA OF PRODUCT INFORMATION

Print Media Broadcast Media Internet Other0

5

10

15

20

25

30

35

40

45

PARTICULARS

PERCEN

TAGE



TABLE-8

WHICH FACTOR LEADS YOU TO BUY BSNL PRODUCTS


1 Brand Name 40 40

2 Quality Name 5 5

3 Friend Persuasions 25 25

4 Life Style 30 30

Total 100 100

INFERENCE From the above table shows that 40% of the total respondents stated that

Brand name lead to buy BSNL products, 05% of the total respondents stated

that Quality of service lead to buy BSNL products, 25% of the total

respondents stated that friends persuasions lead to buy BSNL products and 30%

of the total respondent stated that Life style lead to buy BSNL products.



Fig No.8

Brand Name40%

Quality Name5%

Friend Per-suasions

25%

Life Style30%

PIE DIAGRAM SHOWINGFACTOR LEADS YOU TO BUY BSNL PRODUCTS



TABLE-9

WHAT DO YOU THINK ABOUT THE PERFORMANCE

BSNL PRODUCES?,

SL .NO Particular No. of Respondents Percentage

1 Excellent 30 30

2 Good 45 45

3 Medium 20 20

4 Poor 5 5

Total 100 100

INFERENCE


says that performance of BSNL products is Excellent, 45% of the total

respondents stated that performance of BSNL products is Good, 20% of

the total respondents stated that performance of products is Medium

and 05% of the total respondent stated that performance of BSNL

products is Poor.



FIG-NO.9BAR DIAGRAM SHOWING PERFORMANCE OF B

PRODUCTS

ExcellentGood

MediumPoor

0

5

10

15

20

25

30

35

40

45

PARTICULARS

PERCEN

TAGE



TABLE - 10

AS FAR AS YOUR CONCERN WHO WILL BE THE MAJOR COMPETITOR OF BSNL

INFERENCE

From the above table shows that 10% of the total respondents says Tata

Indicom, will be the major competitor of BSNL, 30% of the total respondents

says that Reliance will be the major competitor of BSNL, 25% of the total

respondents says that Airtel will be the major competitor of BSNL and 15% of

the total respondents says that Vadafone & Idea 25% will be the major

competitor BSNL.



1 Idea 27 27

2 Reliance GSM & CDMA

25 25

3 Airtel 15 15

4 Vodafone 11 15

5 Tata IndicomDocomoVergin

15 15

6 UniNor 3 3

7 Aircel 5 5

8 Univercell 0 0

Total 100 100


FIG NO 10

DIAGRAM SHOWING MAJOR COMPETITOR FROM BSNL

Idea

Reliance GSM &...Airtel

Vodafone

Tata Indicom Doco...

UniNor Aircel

Univercell

0

5

10

15

20

25

30

PERCEN

TAGE



TABLE - 11

What kinds of promotional material are there at the shop?

BSNL Airtel Vodafone Reliance Idea

glow sign board with shop's name

0% 70% 90% 90% 60%

glow sign board without shop's name

0% 30% 10% 10% 40%

hanging sign board or poster

0% 100% 90% 90% 70%

others 0% 00% 10% 10% 30%

Interpretation-

all the other telecom services provider has distributed their promotional materials at

the shops; they themselves go there to install glow sign boards banner posters and any

other promotional material whereas I did not find any kind of BSNL’s promotional

material at any shop where I took the interview. If there is no promotional material at the

shops how the customers will come to know that what are the current plans and what are

the plan prices. So here BSNL is missing the very important P among the 4Ps of

marketing which is affecting BSNL’s sales and revenue.



FIG NO 11

DIAGRAM SHOWING WHAT KINDS OF PROMOTIONAL

MATERIAL ARE THERE AT THE SHOP

glow sign board with shop's name

glow sign board without shop's

name

hanging sign board or poster

others0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

IdeaRelianceVodafoneAirtelBSNL



TABLE - 12

How much commission retailers get from the telecom companies?

Airtel BSNL Vodafone Reliance Idea

how much commission retailers get from the telecom companies

3.50% 3.50% 2.75% 3% 2.75%

free gifts 2.5 4.4 2

Category 3 3.5 1.8 3

Category 4 4.5 2.8 5

Interpretation-

BSNL gives good commission to the retailers but they are still not satisfied because

they feel that BSNL is making a huge profit therefore it must increase the commission

this will help retailers to promote BSNL services among the customers.



FIG NO 12

DIAGRAM SHOWING HOW MUCH COMMISSION

RETAILERS GET FROM THE TELECOM COMPANIES

how much commission retailers get from the telecom companies0.00%0.50%1.00%1.50%2.00%2.50%3.00%3.50%

AirtelBSNLVodafoneRelianceIdea



TABLE - 13

Do the officials of telecom companies visit the shop?

BSNL Airtel Reliance Vodafone

Yes 10 80 50 60

No 90 20 50 40

Interpretation- The question was to know whether the officials of telecom companies

visit the market for better understanding about the market scenario or not, it was

found that only 10% retailers said that BSNL officers visit the market once in a year or

two, rest of the 90% retailers pointed that no one come from BSNL office to visit the

telecom market. Airtel held the first position in this area



FIG NO 13

DIAGRAM SHOWING DO THE OFFICIALS OF TELECOM

COMPANIES VISIT THE SHOP

Yes

No

0 10 20 30 40 50 60 70 80 90 100

Do the officials of telecom companies visit the shop?

Vodafone Reliance Airtel BSNL



TABLE - 14

Would you like to provide me some information regarding the

selling of new mobile connections which you made in last month?

Airtel 20%

BSNL 25%

Vodafone In 30%

Idea 10%

Reliance 15%

Interpretation-

When the research was completed we took the sample of the selling of SIM cards

and divided it into parts as per retailer’s information. I found that customer shown their

interest in Vodafone services more than any other company, BSNL also got good

percentage but not satisfactory, as per the company’s potential. This can be increased by

improving marketing strategy and implementing that in a proper way.



FIG NO 14

PIE DIAGRAM ABOUT THE

Information about the last months selling of new connections

AirtelBSNLVodafone InIdeaReliance

.



TABLE - I 5

WHICH BSNL PRODUCT IS HIGHLY MOVABLE MARKET

ACCORDING TO YOU


I Broadband 15 15

2 Mobile phone 25 25.

3 Land phone 60 60

4 Data V-card 0 0

Total 100 100

INFERENCE

From the above table shows that 15% of the total respondents says

that Broad band will be the highly movable product from BSNL, 25% of the

total respondents says that Mobile phone will be the highly movable product

from BSNL and 60% of the total respondents says that Walky land phones will

be the highly movable product from BSNL.



FIG NO 15

PIE DIAGRAM ABOUT

15%

25%

60%

WHICH BSNL PRODUCT IS HIGHLY MOVABLE MARKET ACCORDING TO YOU

BroadbandMobile phoneLand phoneData V-card



TABLE -16

AS FAR AS YOUR CONCERN WHICH BSNL SCHEME IS

HIGHLY ATTRACTIVE


1 Post-paid 40 10

2 Pre-paid 60 60

Total 100 100

INFERENCE

From the above table shows that 40% of the total respondents say that

Post-paid scheme is highly attractive from 60% of the total respondents says

that Pre-paid scheme is highly attractive from BSNL.



FIG NO-16

BAR DIAGRAM SHOWING WHICH BSNL SCHEME IS

HIGHLY ATTRACTIVE

Post-paid Pre-paid0

10

20

30

40

50

60

70

PERC

ENTA

GE



TABLE - 17

AS FAR AS YOUR CONCERN WHICH BSNL POST

PAIDPPLN DO YOU PREFER


1 Do More 99 30 30

2 Do More 100 20 20

3 Do More 140 5 5

4 Do More 225 2 2

5 Do More 325 18 18

6 Do More 525 5 5

7 Do More 725 20 20

Total 100 100

INFERENCE

From the above table shows that 30% of the total respondents preferred Do

More 99 plan, 20% of the total respondents preferred Do More 100 plan and

Do More 725, 5% of the total respondents preferred Do More 199 plan and Do

More 525, 0.2% of the total respondents preferred Do More 225 (Zero rental

Plan) and 18% of the total respondents preferred Do more 325.

FIG NO 17



PIE DIAGRAM ABOUT WHICH

BSNL POST PAID PAID DO YOU PREFER

Do More 99Do More 100Do More 140Do More 225Do More 325Do More 525Do More 725



TABLE - 18

AS PER YOUR CONCERN WHO ARE THE MAJOR

COMPETITOR FROM BSNL


1 Broadband 15 15

2 Mobile Phone 30 30

3 Land hone 55 55

4 Data V-card 0 0

Total 100 100

INFERENCE

From the above table shows that 15% of the total respondents says

that Broad band will be the major competitor from BSNL, 30% of the total

respondents says that Mobile Phone will be the major competitor from BSNL

and 55% of the total respondents says that Walky land phones will be the major

competitor from BSNL.



FIG NO-18

BAR DIAGRAM SHOWING MAJOR COMPETITOR FROM BSNL

Broadband Mobile Phone Land hone Data V-card0

10

20

30

40

50

60



TABLE - 19

WHICH OFFER DOES YOU GOT AT THE TIME OF

PURCHASING OF BSNL PRODUCT


1 Launching offer 20 20

2 Festival Offer 20 20

3 Seasonal offer 20 20

4 None 40 40

Total 100 100

INFERENCE

From the above table shows that 20% of the total respondents says that

they got Launching offer at the time of purchasing of BSNL product, 20% of the

total respondents says that they got Festival offer at the time of purchasing of

BSNL products, 20% of the total respondents says that they got Seasonal offer

at the time of purchasing of product and 40% of the total respondents says that

they got no offers at the time of purchasing of BSNL product.



FIG NO 19

PIE DIAGRAM ABOUT WHICH OFFER DOES YOU GOT AT

THE TIME OF PURCHASING OF BSNL PRODUCT

Launching offerFestival OfferSeasonal offerNone



TABLE – 20

WHAT IS YOUR OPINION ABOUT THE BSNL PRODUCTS


1 Excellent 20 20

2 Good 45 45

3 Medium 30 30

4 Poor 5 5

Total 100 100

INFERENCE

From the above table shows that 20% of the total respondents says that

BSNL products is Excellent, 45% of the total respondents says that BSNL

products is Good, 30% of the total respondents says that BSNL products is

Medium and 20% of the total respondent says that BSNL products is Poor.



FIG NO 21

PIE DIAGRAM YOUR OPINION ABOUT THE BSNL PRODUCTS

Excellent; 20

Good; 45

Medium; 30

Poor; 5



TABLE - 22

ARE YOU SATISFIED WITH THE FUNCTION BSNL


1 YES 90 90

2 NO 10 10

Total 100 100

INFERENCE

From the above table shows that 90% of the total respondents stated that

they are fully satisfied with the function of BSNL and 10% of the total

respondents stated that they are not satisfied with the function of BSNL.



FIG NO-22

BAR DIAGRAM SHOWING CUSTOMER SATISFACTION ABOUT BSNL PRODUCTS

YES NO0

10

20

30

40

50

60

70

80

90

100

10



TABLE - 23

WHAT IS THE DRAW BACK OF BSNL


1 Range 5 5

2. Connectivity 20 20

3 Quality of phones 40 40

4 Rules & Regulations 35 35

Total 100 100

INFERENCE

From the above table shows that 50% of the total respondents says that Range

is the main drawback of BSNL 20% of the total respondents says that Connectivity is

the main drawback of BSNL, 40% of the total respondents says that Quality of

phones the main drawback of BSNL and 35% of the total respondents stated

that Rules & Regulations is the main drawback of BSNL.



FIG NO-23

BAR DIAGRAM DRAW BACK OF BSNL

Range Connectivity Quality of phones Rules & Regulations0

5

10

15

20

25

30

35

40

45



SUMMARY OF FINDINGS



FINDINGS

v 90% of the respondents are highly satisfied with functions of BSNL

v 40% of the customer responded that the drawback of BSNL is Quality

of phones and Rules and Regulation of the company.

v 35% of the customer responded that major competitor for BSNL is Idea

v .55 % of the customer responded that major competitor among BSNL

is Mobile phones. When compared to other BSNL product 65% of the

customers responded that Mobile phone is highly movable in the

market.

v 95% of the customer responded that the performance of the agencies is

good.



SUGGESTION



SUGGESTION

1. It is suggested to the company for appointment of more marketing

executives in order to fetch, up more sales by giving Road shows,

Exhibitions etc.

2. It is suggested to Company gives offers during the seasons.

3. It is recommended to improve the quality of instruments soles.

4. It is recommended to collect feedback from customer for smoothening

customer satisfaction.

5. It is suggested to have a routine market study once in every six month.

6. It is recommended to keep the customer happy.



CONCLUSION



CONCLUSION

At his current scenario, it is necessary that the Road shows, exhibitions are the

only way to tackle the customer mind before any other tackler. Quality and

good service have started playing a vital role in selection (or) deciding (or)

preferring any product and it shows the importance in Telecom also. It is wise

to follow the current marketing ways to win the current customer.



BIBLIOGRAPHY



BIBLIOGRAPHY

1. Marketing in India Cases and readings –S. Neelamegham

2. Sales Management- -Decisions strategies and Cases- Richard R.

Still ,Edward W.Cundiff ,Norman A.P.Govoni

3. Marketing —concept and Strategies :Pride Ferrell



QUESTIONNAIRES



QUESTIONNAIRES

PERSONAL IN FORMATIONS

Name:

Age:

Sex:

Income:

Qualification:

Occupation:

'CUSTOMER VALUE AND SATISFACTION'

1. Do you aware of BSNL products

Yes No

From which media did you have the information about BSNL Products?

Print Media Broadcast Media Internet Other2. Which factor leads you to buy BSNL Products?

Brand Name Quality of Service Friends PersuasionLife style

3. What do you think about the Performance of BSNL?

Excellent Good Medium Poor

4. As far as your concern who will be the major competitor of BSNL?

Tata Reliance Idea BPL

5. As far as your concern who are the major competitor from BSNL? Tata Broadband Reliance idea Airtel Aircel

6. As far as your concern who are the major competitor from BSNL?Broadband Land phone Mobile Data V-card



7. As far as your concern BSNL scheme do you prefer?

Post Paid Pre Paid

8. As far as your concern which Post Paid plan do you prefer?

Do more 99 Do more 100 Do more 225 Do more 325

Do more 525 Do more 725 (Advance Rental plan)

9. Movement of Tata Post Paid product with the same BSNL product?

Above Average Average Medium Poor

10. What is your opinion about the colour of BSNL phones?

Above Average Good Medium Poor

11. Are you satisfied with the function of BSNL?

Yes No

12. What are the draw backs of BSNL?

Color Connectivity Range Quality of phone

13. Which offer does you got at the time of Purchasing of BSNL products?

Launching Offer Festival Offer Seasonal Offer

14. Are you satisfied with the performance of BSNL?

Yes No










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