VISVESVARAYA TECHNOLOGICAL UNIVERSITY

MACHHE, BELGAUM-590 014

Summer Project

On

“Customer satisfaction at BSNL for landline services.”

Undertaken at

BSNL, office, Belgaum.

Submitted in the partial fulfilment of the requirement for the

Award of the

Master of Business Administration.

Submitted by

Sahana.S.Hurli

(5VX07MBA86)

Under the Guidance of

External Guide: Internal Guide:

Mr.V.N. Kadlaskar Prof Anupama. Joshi

D.E. Marketing manager, BSNL Faculty VTU

Belgaum Belgaum

MASTER OF BUSINESS ADMINISTRATION

DEPARTMENT OF PG STUDIES,

JNANA SANGAMA VTU,

BELGAUM-14

Visvesvaraya Technological University

Santibastwad Road Machhe, Belgaum-5900 14

MASTER OF BUSINESS ADMINISTRATION

Certificate

This is Certified that the Summer Project carried out by Sahana.S.Hurli, USN 5VX07MBA86 who is a bonafide

student of Jnana Sangam VTU PG center, Belgaum. This report is in partial fulfilment for the award of Master of

Business Administration Degree of the Visvesvaraya Technological University,s Belgaum during the year 2008-

09. It is certified that all correction/suggestions indicated for internal assessment have been incorporated in the

report. The project report has been approved as it satisfies the academic requirements in respect of project work

prescribed for the said Degree.

Signature of the Guide Signature of the

Prof.Anupama.Joshi Prof. Nandini.Sidnal

PG Co-ordinator

External Viva

Name of the examiners Signature with Date

1.

CERTIFICATE

This is to certify that project has been carried out at “BHARAT SANCHAR

NIGAM LIMITED”, Belgaum, by. Miss Sahana .S. Hurli MBA student of

V.T.U, PG Centre Belgaum on the topic “ Customer Satisfaction at BSNL for

Landline services” & has completed it successfully.

We really appreciate her effort.

We wish her best of luck for her future endeavour.

D.E.(Marketing Manager), BSNL

V.N. KADLASKAR

DECLARATION

I Sahana.S.Hurli, bearing the University Seat No.5VX07MBA86 hereby declare

that Summer Project was carried out by me under the guidance and supervision of BSNL,

Belgaum.

This Summer Project is submitted to Visveshvaraya Technological University,

Belgaum in partial fulfilment of the requirement for the award of degree Master of Business

Administration during the academic year 2008-09.

Place: Belgaum

Date: Sahana.S.Hurli

ACKNOWLEDGEMENT

The satisfactions that accompany the successful completion of any would be incomplete

without mention of the people who have made it possible and whose constant guidance and

encouragement served as beacon light and crowned my effort with success.

I considered it as privilege to express through the paper of this report a few words of gratitude and

respect to all those who guided and inspired me in completing this project.

First, I would like to thank my guide Mr. V.N. KADLASKAR sir for his excellent and valuable

guidance throughout my project days and also all the staff members of BSNL without whose support the

report would not have been successfully completed.

I also thank Smt. Nandini Sidnal, the PG-Coordinator of VTU Belgaum for granting me the

permission to undertake the project at Big Bazaar Belgaum. I would like to express a deep gratitude

towards my Internal Guide Prof. Anupama Joshi faculty for MBA VTU Belgaum, for his valuable

guidance and continuous encouragement in completing this Summer Project.

Last but not the least I am very thankful to my parents and the family members who have always

been a moral support and strong pillars at every step of my life at every stage with a cheer and

enthusiasm, I also thank my friends for their support and encouragement in my Summer Project.

Part .1

1.1) INDUSTRY PROFILE

1.2) COMPANY PROFILE

INDUSTRY PROFILE

At 363.5 million connections, Indian telecom industry is the 5 th largest & fastest growing in the world. Total wireless telephone connections are 325.3 million & wireline connections are 48.2 millions.

Over the last three years two out of every three new telephone connections were wireless. Wireless subscriber growth is expected to grow at 2.5 million new subscribers every month. The wireless subscriber base skyrocketed from 33.69 million in 2004 to 325.3 million as on 31-10-2008. The wireless technologies currently in use ‘ INDIAN TELECOM INDUSTRY’ are Global System for Mobile Communications (GSM) and Code Division Multiple Access(CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecommunication circles and 4 metro cities, covering more than 2000 towns across the country. And the numbers are still growing for ’ INDIAN TELECOM INDUSTRY ‘ ‘TELECOM INDUSTRY IN INDIA’ is regulated by Telecom Regulatory Authority of India (TRAI). It has earned good reputation for transparency and competence. Three types of players exist in TELECOM INDUSTRY INDIA communit y. They are

State owned companies list BSNL and MTNL

Private Indian owned companies like Reliance Info comm..and Tata Tele services

Foreign invested companies like Hutchison-Essar, Bharti Televentures,Escotel, Idea Cellular BPL Mobile,Spice Communications etc.

The Indian Telecom Industry services are not confined to basic telephone but it also extends to internet,broadband (both wireless and fixed),cable TV,SMS, IPTV,soft switches etc. The bottlenecks for ‘Indian Telecom Telecom Industry are

1. Slow reform process.2. Low penetration. Service providers bears huge initial cost to make inroads

and achieving break-even is difficult.3. Huge initial investments.4. Limited spectrum availability and interconnection charges between the

private and state operators.

The Government Broadband Policy 2004 aims at 9 million broadband connections and million internet connections in 2008. ‘Indian Telecom Industry’ is

currently expected to contribute nearly 1% to India’s GDP which is heartening and estimated to grow further and brighten the Scenario of Indian Telecom Industry.

COMPANY PROFILE

Vision:

To become the largest telecom service provider in Asia.

Mission:

1. To provide world class state of art technology telecom services to its customers on demand at competitive prices.

2. To provide world class telecom infrastructure in its area of operation to contribute to the growth of the country’s economy.

Objectives:

To be the lead telecom services provider.

To provide quality & reliable fixed telecom service to our customer & thereby increase customers confidence.

To facilitate R&D activity in the country.

To provide point of interconnection to other service provider as per their requirement promptly.

Contribute towards :1. National plan target of 500million subscriber base for India by 2010.2. Broadband customers base of 20 million in India by 2010 as per

broadband policy 2004.3. Providing telephone connection in villages as per government policy.4. Implementation of triple play as a regular commercial proposition.

Bharat sanchar nigam limited (known as BSNL) is a public sector communications company in India. It is the largest telecommunication company in India & the 6th largest in the world. Its headquarters are at bharat sanchar bhawan, harish Chandra mathur lane, janpath new delhi.It has the status of mini ratna a status assigned to reputed public sector companies in india.

BSNL is India’s oldest & largest communication service provider (CSP). Currently BSNL has a customer base of 74.5 million (basic 29.9 million & mobile telephony 44.6 million). It has a footprints throughout India except for the metropolitian cities of mumbai & new delhi which are managed by MTNL. Today BSNL is India’s largest telco & one of the largest public sector undertaking of the country with authorized share capital of us$ 4.26 billion( INR 17500 crores).

History

The foundation of telecom network in India was laid by British sometime in 19 th

century& fir almost 20th century the telecom in India was operated as a government of India wing. Earlier it was part of erstwhile post & telegraph department (P&T). In 1975 the department of telecom (DOT) was separated from (P&T). (DOT) was responsible for running of telecom services in entire country until 1985 when Mahanagar telephone Nigam limited was carved out DOT to run the telecom services of Delhi & Mumbai. It is a well known fact that BSNL was carved out of department of telecom to provide level playing field to private telecoms. Subsequently in 1990’s the telecom sector was opened up by the government for private investment therefore it became necessary to separate the government’s policy wing from operations wing. The government of India corporatized the operations wing of dot on October 01, 2000 & named it as Bharat Sanchar Nigam limited. BSNL operates as a public sector.

Growth development & present status of the organizationBharat Sanchar Nigam limited formed in October 2000 is world’s 7 th largest telecommunications company providing comprehensive range of telecom services in india : wireline, CDMA mobile, GSM mobile, internet, broadband, carrier service, etc. within a span of five years it has become one of the largest public sector unit in India.

BSNL has installed quality telecom network in the country & now focusing improving it, expanding the network, introducing new telecom services with ICT applications in villages & winning customer’s confidence. Today, it has about 29.9 million line basic telephone capacity, 4.76 million WLL capacity, 39.8 million GSM capacity, more than 37382 fixed exchanges, 18000 BTS,287 satellite stations, 480196 rkm of OFC cable, 63730 Rkm of microwave network connecting 602 districts, 7330 cities &5.5 lakh villages.

BSNL is the only service provider making focused efforts & planned initiatives to bridge the rural urban digital divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country & operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier & north eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services.

BSNL is number one operator of india in all services in its license area. The company offers wide range & most transparent tariff schemes designed to suit every customer.

BSNL GSM cellular service, has more than 39.8 million cellular customers, garnering 16.5 % of all mobile users as its subscribers. In basic services, BSNL is miles ahead of its rivals, with 29.9 million basic phone subscribers that is 78.29 % share of the subscriber base & 92% share in revenue terms.

BSNL has more than 4.7 million WLL subscribers & 2.5 million internet customers who access internet through various modes dial up, leased line, dias, account less internet. BSNL has been adjudged as the number one ISP in the country.

BSNL has set up a world class multi gigabite, multi protocol convergent IP infrastructure that provides convergent services like voice, data & video through the same backbone & broadband access network. At present are 0.6 million data one broadband customers.

The company has vast experience in planning, installation, network integration & maintenance of switching & transmission networks & also has a world class ISO 9000 certified telecom training institute.

Scaling new heights of success the present turnover of BSNL is more than Rs. 351820 million with net profit to the tune of Rs. 99390 million for last financial year. The infrastructure asset on telephone alone is worth about Rs. 6300000 million.

BSNL plans to expand its customer base from present 47 million lines to 125 million lines by December 2008 & infrastructure investment plan to the of Rs. 7333 crores in next three years.

The turnover nationwide coverage reach comprehensive range of telecom services & the desire to excel has made BSNL the no.1 telecom company of India.

BSNL present & future:

Since its incorporation in October 2000, BSNL has been actively providing connections in both urban & rural areas & the efficiency of the company has drastically improved from the days when one had to wait for years to get a phone connection to now when one can get a connection in few hours. Pre activated mobile connections are available at many places across India. BSNL has also unveiled very cost effective broadband internet access plans targeted at homes & small businesses. At present BSNL enjoys around 45% of market share of ISP services.

Challenges

Presently there is a intense competition in Indian telecom sector various companies are rolling out attractive schemes & are providing good customer services. However, BSNL being legacy operator & its conversation from government department earns a lot of criticism for its poor customer services. Although in recent past there have been tremendous improvement in working of BSNL but still it is much below the industry’s expectations. A large aging (average of 49 years apporx) & workforce of (300000) which is mostly

Main services being provided by BSNL:

BSNL provides almost every telecom service, however following are the main telecom services being provided by BSNL in india

Universal telecom services:

Fixed wire line services & wireless in local loop using CDMA technology called bfone & tarang respectively. BSNL is dominating operator in fixed line.

Cellular mobile telephone services:

BSNL is major cellular telephone service provider using GSM platform under brand name cell one. Pre- paid services are known as excel.

Internet:

BSNL is providing internet as dial up connection and ADSL broadband data one. BSNL has around 50% market share in broadband on India.

Intelligent network:

BSNL is providing IN services like tele-voting, toll free calling ,premium calling etc.

BSNL units:

BSNL is divided into a number of administrative units, termed as telecom circles, metro districts, project circles & specialized units as mentioned below:

Telecom circles & metro districts:They are responsible for providing service to the customers. There are 24 telecom circles & 2 metro districts.

Andaman & nicobar telecom circle Andhra Pradesh telecom circle Asssam telecom cicle Bihar telecom circle

Chatisgarh telecom circle Gujarat telecom circle Haryana telecom circle Himachal Pradesh telecom circle Jammu& Kashmir telecom circle Jharkhand telecom circle Madhya Pradesh telecom circle Maharashtra telecom circle North east-1 telecom circle for Meghalaya, Mizoram&Tripura North east-2 telecom circle for Manipur , Nagaland, arunachal Pradesh Orissa telecom circle Punjab telecom circle Rajashtan telecom circle Tamil nadu telecom circle Uttar Pradesh (west) telecom circle Uttar Pradesh(east) telecom circle West bengal telecom circle Karnataka telecom circle Kerala telecom circle

Metro districts:Kolkata telecom districtChennai telecom district

Project circles: Eastern telecom project circleWestern telecom project circleNorthern telecom project circleSouthern telecom project circle

Maintenance regions:Eastern , western, southern, & northern maintenance regions.

Specialized units:Data networksNational centre for electronic switching

Part .2

2.1) INTRODUCTION

2.2) STATEMENT OF THE PROBLEM

2.3) OBJECTIVES

2.4) RESEARCH METHODOLOGY

2.5) LIMITATIONS OF STUDY

INTRODUCTION:

At present times, services’ marketing plays a major role in the national economy. In the service sector, telecom industry is the most active & attractive. Though the telecom industry is growing rapidly, India’s telecom density is less than the world’s average telecom density as most of India’s market is yet to be covered. This attracts private operators to enter into the Indian telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the market.

Food, clothing & shelter are the basic requirements to survive. But, in the 21st

century like many other technological facilities, without telecommunication, the common man’s life is incomplete. The telecom system has influenced the world a lot. Developments in the telecom industry have taken place according to the customer requirements. It has been modified & re-modified from landline to modern cellular phone.

Earlier, the Indian telecom industry was monopolistic & operated only by the public sector companies like Bharat Sanchar Nigam Limited & MTNL. Later, private companies were also invited into the Indian telecom industry. Presently, companies like Airtel, Reliance, Tata Indicom, idea are the private operators providing services in India.

As time passed & situations changed, there arose a need for cost effective & result oriented telecommunication system. As the demand increased, the number of service providers also increased and they are trying to provide services with good features & better tariffs.

The telecommunication organizations are marketing the services in such a way that high level of efficiency generates high level of profit.

Telecommunication organizations are focusing on the professional marketing of services.

The rate of profitability is increased substantially to cycle the process of development in tune with the changing expectations of users.

The tariff structure is rationalized which makes it a systematic approach to accomplish organizational goals.

Marketing is the king pin of all activities pertaining to business. Due to change in the political, social, legal, & international environment, there is a change &

increase in the number of sellers which leads to competition in all areas of business, like product, price, place, promotion, etc.

As a part of the globalization process, Indian telecom industry was privatized. These made the BSNL more alert in running its business & survive in the market. The Indian telecom network with 110.01 million connections is the 5 th largest in the world & the second largest among the emerging economies of Asia. The total subscriber base, which grew 40% in 2005, is expected to reach more than 250 million in 2009.

BSNL is providing services like landline services, cellular services & broadband services. Most of its earnings are from landline services & BSNL put major share of its investment for providing landline service. Due to various reasons most of its landline customers are disconnecting the service.

STATEMENT OF THE PROBLEM:

The problem for the present study has been designed as follows:

“Customer satisfaction towards BSNL landline services”.

OBJECTIVES OF THE STUDY:

Primary objective:

To know the level of customer satisfaction towards BSNL landline service.

Secondary objectives:

To find out the reasons for disconnection.

To find out the reasons for their shifting to new service.

To know the level of customer satisfaction with the new service provider.

To know the reasons for disconnections of BSNL landline.

To know the technical problems that lead to disconnection.

To know the subscriber perception towards lineman.

To know the customer perception towards billing system.

To know the customer affordability of present BSNL rental plans.

SCOPE OF THE STUDY:

The research was confined to the customers who are & were customers of BSNL services. The research is conducted to identify the level of customer satisfaction & dissatisfaction towards landline services, their opinion & attitude towards the billing system, rental plans & technicians.

Various analysis were made & necessary suggestions were given relevant to the conditions prevailing in the organizations.

RESEARCH METHODOLOGY:

Introduction to research & research design:

Research means a systematic investigation. It is a quest for knowledge. It may be defined as a process of knowing new facts & verifying old ones by application of scientific methods to a natural or a social phenomenon.

Research design is an arrangement of conditions for collection & analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.

Research design employed for this study:

This is an exploratory study & has been carried out without any research hypothesis. The responses have been collected through questionnaires. The study is conducted taking into account the areas in Belgaum district who are & were customers of BSNL.

The research describes the attitudes, opinions & views of the subscribers who use BSNL landline services.

The research employs a structured questionnaire with both open & close ended questions. It also comprises of simple bar & pie graphs wherever necessary.

SAMPLING DESIGN:

Sample size:

Out of 100 filled up questionnaires, 70 questionnaires which were correctly filled up were used for the study.

Sampling procedure:

Procedure adopted for sampling was simple random sampling technique.

SOURCES OF DATA:

Introduction

All the personnel researchers can tap two sources of data for research i.e. internal & external source. Facts & figures are raw materials with which a research works. Information that is available within the organization of study is known as internal data, which are inexpensive to collect. And all other sources of information are external data.

COLLECTION OF DATA:

While deciding about the method of data collection the researcher would have to decide which sort of data he would be using for his study & accordingly the data collection would be adopted. There are two types of data sources as explained below:

Primary source:

It is the data that is personally developed & gives the latest information. They are published source of data & have to be created. The process offers accuracy & reliability; it is gathered specifically for the problem of study.

For this study the primary data was collected through structured questionnaire by survey method.

Secondary source:

It is published or semi published data. They are cheaper source of data & the unit cost of information is low. They are less time consuming. Data is collected from different websites, journals, & related reports of BSNL.

ANALYSIS   OF DATA : 

The data collected were analyzed through simple statistical tools, such as tabulation, etc. Graphs & charts are also used to have a better pictorial understanding. 

TOOL ADOPTED FOR DATA COLLECTION: 

The tool that was employed for the data collection was questionnaire. It was designed in clear cut form as to get a information regarding the opinion and attitude of respondents and in such a manner that it caters to all the areas & aspects of study. 

PLAN OF ANALYSIS: 

The collected data has been classified, tabulated, analyzed & interpreted in an organized manner. Inferences have been drawn carefully and methodically with supportive guidance to avoid discrepancies in the survey. Conclusions drawn & suggestions have been made to the best of knowledge.

All the work done is under assumption that the data collected from the respondents was accurate. Throughout the survey & the time report was prepared, errors & mistakes have been made minimal despite the knowledge of the fact that with sample size of 70, various hindrances are bound to occur.  

LIMITATIONS OF THE STUDY:

The study was restricted to Belgaum city only.

The study was limited to the information gathered through the discussions with company officials.

Due to the time constraints, it was not possible to go for a large sample size.

The study was conducted for academic purpose only.

Not everyone provided a suitable response to the questionnaire.

PART 3

3.1) DATA ANALYSIS & INTERPRATATIONS.

3.2) FINDINGS.

3.3) SUGGESTIONS

3.4) CONCLUSION

3.5) BIBILOGRAPHY

1. Which type of connection do you have of other service provider?

mobile landline no connection0

10

20

30

40

50

60

70

43

20

7

61.43

28.57

10

no. of customers percentage of cust

Interpretation:

From this it is clear that 61.43% of customers have shifted to mobiles. It shows that first priority of customers is mobile, remaining 28.57% for landline & remaining 10% did use any connection.

2. What is the reason for shifting to other service provider? (please tick any one reason)

A. If the shifted service is mobile:

44%

35%

7%

14%

low rentalsconvinienceE-recahrgelifetime inc

B. If the shifted service is landline

35%

50%

15%

prompt servicefree incominglow tariff

Interpretation:

Part A: Shows customers reasons for shifting towards mobile services. According to statistics, orders of priority toward mobile service are low rentals (44.19%), convenience (34.88%), lifetime incoming (13.95%), & e-recharge (6.98%).

Part B: Shows the reasons for shifting to new service provider landline. Here ss most of the customers (50%) shifted to new service provider’s landline because of free incoming calls, remaining (35%) shifted for prompt service & (15%) shifted for low tariffs.

3. Which medium motivated you to shift to other service provider?

30%

19%5%

46%

advertisementsfriendsdoor to door campaignexisting users

Interpretation:

The above graph shows the factors that motivated the customers to shift to other service providers. Majority of customers were motivated through existing users of those service providers(46%), 30% of them through advertisements, 19% by friends & rest through door to door campaign.

4. Which feature of new service provider attracted you the most?

low tariff good service special offers0

10

20

30

40

50

60

70

40

2

21

63.5

3.17

33.33

no.of customers percentage

Interpretation:

This graph shows the features of the new service provider that attracted the customers.Majority of the customers (63.5%) got attracted towards the new service provider because of low tariff, remaining customers (33.33%) due to special offers, & the rest (3.17%) due to good service.

5. How would you rate the new service provider compared to BSNL? ( please tick)

poor excellent0

10

20

30

40

50

60

70

25

3839.69

60.31

no.of customers percentage

Interpretation:

The above graph shows that most of the customers (60.31%) feel that services provided by the new service providers are better than BSNL & remaining customers (39.69%) feel that new services are not better than BSNL.

6. Are you satisfied with the new service provider?

not satified

satisfied

0 10 20 30 40 50 60

49.2

52.38

percentageno.of customers

Interpretation:

This graph depicts the customer satisfaction about the new services. Majority of customers (52.38%) are satisfied by the new service providers. But at the same time (49.2%) of them are not satisfied.

7. What was reason that made you disconnect BSNL landline service? (please tick any one)

50%

36%

14%bsnl tariff is high frequently getting excess bills poor service

Interpretation:

Most of the customers (50%) terminated connection due to high tariff , (36%) did so due to the frequent excess bills & (19%) because of poor service.

8. Have you faced any of these technical problems while using BSNL landline service?

10%

17%

41%

31%

call jumping frequent partial disconnectiondisturbance no problems

Interpretation:

The above graph shows that there were technical problems experienced by the customers, which lead to disconnection. 42% disconnected due to disturbance, 17% due to frequent partial disconnections, 10% for call jumping & rest 31% had no problems they shifted for change.

9. How would you rate the BSNL staffs response while dealing with the landline service problems?

polite not polite0

10

20

30

40

50

60

38

32

54.28

45.71

no.of customers percentage

Interpretation:

In the given sample 54.28% of customers said that staff were polite while answering to the problems, but at the counter part 45.71% felt them to be not polite

10.Do you feel that there is a hidden cost present in BSNL billing system?

61%

39%

yes no

Interpretation:

From the above graph it is clear that 61% of customers feel that there is some hidden cost in the billing system, & the remaining 39% are satisfied with the billing system.

11. How would you rate the current BSNL rental plans?

affordable not affordable0

10

20

30

40

50

60

3337

47.1452.86

no.of customers percentage

Interpretation:

This graph shows the perception of customer affordability for current BSNL rental plans. 47.14% customers said that they are affordable & 52.86% felt it was not affordable.

12. According to you BSNL landline service is:

11%

43%

31%

14%very good good average poor

Interpretation:

This presents an idea about the customer satisfaction towards BSNL landline services. Most of the customers 43% gave response as good, 31% felt it to be average, 14% said very good & remaining 12% gave poor.

Findings:

BSNL is one of the leading brands available with landline customers.

The complaints received from the customers are mostly regarding rental and excess bills.

Most of the customers have shifted to mobile services.

Conveniences, e-recharge, lower rentals, lifetime incoming are the main reasons for shifting to mobile services.

Advertisement is an important motivating factor for subscribers shifting to other service providers.

Special offers made by the other brands are other main factors that motivate customers to shift.

Most of the customers are not so satisfied with the services of new service providers.

Customers felt that staff respond were politely for their complaints but still there is lot of scope for improvement to be the best.

Most of the customers were not satisfied with BSNL billing system.

Disturbance & Frequent partial disconnection is also one of the technical problems leading to disconnection.

Suggestions:

Present rent per month should be reduced and free calls should be increased.

Mechanism of customer care service should be improved still more.

Door to door phone booking & bill connection can be introduced.

Bsnl must try to publicize more about landline services through electronic media, as it is the most attractive aspect for many customers.

Special option like prepaid can be introduced in landline service also.

LEARNING EXPERIENCE:

It was nice experience working under the leading service sector of India. I got a overall picture according to my requirement & came to know a lot of practical things which was invisible before. I got a favorable help from the management of BSNL, Belgaum. Interacting to the customers was a great experience.

This report is under the boundary of 70 responses which is a very small part of Belgaum population, but I have tried my level best to throw lights on the important aspects of customer satisfaction & expectation.

I heartily thank all the employees of BSNL & the management for facilitating for my studies. I also thank all customers who gave me valuable information about my survey, which helped me as well as the company to serve you in best possible ways.

Bibliography:

Books referred:

Philip Kotler ---- Marketing Management

Naresh Malhotra---- Marketing Research

Websites:

www. Google.co.in

www.bsnl.co.in

ANNEXURE

Dear customer,

I’ am pleased to introduce myself, to you as Sahana.S.H. Student of MBA (marketing). I’ am conducting a survey on the topic “customer satisfaction at BSNL for landline services”. I would be obliged if you could fill the following details to best of your knowledge which will help us to serve you in much better way.

1. Which type of connection do you use of other service provider?o Mobile o Landlineo No connection

2. What is the reason for shifting to other service provider? (Please tick any one reason for)

C. If the shifted service is mobile

o Low rentalso E-rechargeo Convenienceo Lifetime incoming

D. If the shifted service is landline

o Prompt serviceo Low tariffo Free incoming

3. Which medium motivated you to shift to other service provider?

o Advertisementso Friendso Door to door campaigno Existing users

4. Which feature of new service provider attracted you the most?

o Low tariffo Special offerso Good service

5. How would you rate the new service provider compared to BSNL? (Please ticko Excellento Poor

6. Are you satisfied with the new service provider?o Satisfiedo Not satisfied

7. What was reason that made you disconnect BSNL landline service? (Please tick any one)o Bsnl tariff is higho Frequently getting excess billso Poor service

8. Have you faced any of these technical problems while using BSNL landline service?o Call jumpingo Frequent partial disconnectiono Disturbanceo No problems

9. How would you rate the BSNL staffs response while dealing with the landline service problems?

o Politeo Not polite

10. Do you feel that there is a hidden cost present in BSNL billing system?o Yes o No

11. How would you rate the current BSNL rental plans?o Affordableo Not affordable

12. According to you BSNL landline service is:o Very good o Goodo Averageo Poor

“THANK YOU FOR YOUR KIND CO-OPERATION”