1.1 INTRODUCTION

Customer satisfaction, a business term is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen

as a key performance indicator within business and is part of the four of a balanced

scorecard.

Increasing competition (whether for-profit or nonprofit) is forcing businesses

to pay much more attention to satisfying customers. In a competitive marketplace

where businesses compete for customers, customer satisfaction is seen as a key

differentiator and increasingly has become a key element of business strategy.

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or services to the

marketplace.

Customer satisfaction is an abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number

of both psychological and physical variables which correlate with satisfaction

behaviors such as return and recommend rate.

Customer satisfaction is the most common form of market research

in business-to-business markets and is often connected to quality and production

measurement, rather than as straight marketing based research. Before setting up

a customer satisfaction programmed, it is necessary to ensure that the

organization has the will to actually make changes for improvement; otherwise you

will simply be annoying customers by taking their time to collect information, then

not doing anything with it.

Customers or buyers are exposed to more of the world than ever before i.e

in the changing economy through cable and satellite television, the internet and

increased travel and as a result, their tastes and interests have broadened

dramatically. Moreover, the long economic dominance of the United States, Europe

and Japan is giving way, and economic power is increasingly shared with

developing economies.

Customer satisfaction survey further illuminates the relationship between

the customer experience and business performance. Around the world, consumers

1

expect better service quality. It confirms that consumers are more likely to leave a

provider because of poor service than for any other reason. It also reveals that

service quality is the most powerful factor, more influential than price in choosing

providers or to do business with them.

customer satisfaction ratings can have powerful effects. They focus

employees on the importance of fulfilling customers’ expectations. Furthermore,

when these ratings dip, they warn of problems that can affect sales and

profitability. These metrics quantify an important dynamic. When a brand has loyal

customers, it gains positive word-of-mouth marketing, which is both free and highly

effective. Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative measures of

satisfaction.

In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations are a key

factor behind satisfaction. When customers have high expectations and the reality

falls short, they will be disappointed and will likely rate their experience as less

than satisfying. For this reason, a luxury resort, for example, might receive a lower

satisfaction rating than a budget motel—even though its facilities and service

would be deemed superior in 'absolute' terms.

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most frequently

collected indicators of market perceptions. Their principal use is twofold.

Within organizations, the collection, analysis and dissemination of these

data send a message about the importance of tending to customers and ensuring

that they have a positive experience with the company’s goods and services.

Although sales or market share can indicate how well a firm is performing

currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s

customers will make further purchases in the future. Much research has focused on

the relationship between customer satisfaction and retention. Studies indicate that

the ramifications of satisfaction are most strongly realized at the extremes." On a

five-point scale, "individuals who rate their satisfaction level as '5' are likely to

become return customers and might even evangelize for the firm. (A second

important metric related to satisfaction is willingness to recommend. This metric is

defined as "The percentage of surveyed customers who indicate that they would

recommend a brand to friends." When a customer is satisfied with a product, he or

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she might recommend it to friends, relatives and colleagues. This can be a powerful

marketing advantage.) "Individuals who rate their satisfaction level as '1,' by

contrast, are unlikely to return. Further, they can hurt the firm by making negative

comments about it to prospective customers. Willingness to recommend is a key

metric relating to customer satisfaction.

The BSNL, which is the Government origination, is successful because of

mass survey conducted through the sales force. By following different effective

strategies and planning procedures it is running its business successfully. So it is

enjoying high customer loyalty as there is high customer satisfaction. Hence

customer satisfaction is one of the key elements for achieving good results.

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1.2 NEED FOR THE STUDY

In the modern era building customer satisfaction and loyalty is a key we say

to profitable business. The current trend for businesses is to become 'customer-

centric', that is, to put the customer at the center of our business in terms of our

strategies, actions and processes. Many organizations now approach the 'lifetime

value' of customers and seek to increase it.

The importance of customer satisfaction was a hot business topic in the

1980s, as customer satisfaction was considered the best window into loyalty. It

seems self-evident that companies should try to satisfy their customers. Satisfied

customers usually return and buy more, they tell other people about their

experiences.

A market trader has a continuous finger on the pulse of customer

satisfaction. Direct contact with customers indicates what he is doing right or

where he is going wrong. Such informal feedback is valuable in any company but

hard to formalize and control in anything much larger than a corner shop. For this

reason surveys are necessary to measure and track customer satisfaction.

In customer satisfaction research we seek the views of respondents on a

variety of issues that will show how the company is performing and how it can

improve. It is wise to cross check the internal views with a small number of depth

interviews with customers. In any customer satisfaction survey there will be quick

fixes – actions that can be taken today or tomorrow that will have immediate effect.

The purpose of customer satisfaction research is to improve customer

satisfaction and yet so often surveys sit collecting dust. Worse than that, customers

have generously given their time to assist in the survey believing that some

positive action will take place. Their expectations will have been raised. The

process of collecting the data seems easier than taking action to improve

satisfaction levels.

The key to customer retention is customer delightment. A highly satisfied

customer stays loyal longer, talks favorably about the organization and its

products; offers product or service ideas to the organization and costs less to serve

the new customers. Today more organizations are recognizing the importance of

satisfying and retaining current customers.

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It is not enough to be skillful in attracting new customers, the organization

must keep them. Today’s organization must pay closer attention to the customer

defection rate (the rate at which they lose customer).

Here in case of BSNL thus the need for study on customer satisfaction is

important since it is highly depending on the customer opinions and expectations

there by using that information to change its strategies.

1.3 OBJECTIVES OF THE STUDY5

1. To study the overview of B.S.N.L

2. To determine customer preferences of landline and mobile

services.

3. To evaluate the customer satisfaction level for mobile services as well as

landline services.

4. To analyze the customer opinion and satisfaction with specific reference to

BSNL.

5. To suggest some guidelines for BSNL in order to provide better focused

services.

1.4 METHODOLOGY OF THE STUDY

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Marketing research is the “Systematic design, collection, analysis, and

reporting of data and finding relevant to a specific Marketing situation facing the

company.”

Data collection is the most important task for a company to stay in the

market for long time. The accuracy of the collected data is of great significance for

drawing correct and valid conclusions from the investigation. Data can be collected

in territorial sources.

Primary data: The primary data are collected through the help of the

structured questionnaire prepared by the researcher.

Secondary data: The secondary data are usually of two types internal

and external.

o Internal records of the company are used as the point of the

marketing research. This includes information about the product

being researched, its history, company’s background, market share,

and competitors’ information. These types of information were

collected from the marketing department, sales department and

corporate cell for marketing intelligence in the company.

o External secondary data contains information available from public

sources such as business newspapers, business magazines. A

prominent source of data is the CMIE or Centre for Monitoring Indian

Economy, which publishes monthly reports on various aspects of

Indian economy and Industry.

Sample size:

A sample size of 200 people was taken by the researcher to accomplish the survey.

Allocation of the total sample size

Young people(18yrs to

25yrs)

Middle aged(25yrs to

45yrs)

Middle and old(above

45 yrs)

90 75 35

Methods used for collection of data:

Survey: This technique of data collection has already been discussed

about above in the report. It was conducted in person that is by meeting the

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person personally, over telephone, and even my mail. The main disadvantage of

conducting surveys over telephone or mail is that the facial expression, body

language of the respondent can’t be observed. Moreover the level of reliability on

the results of such surveys is very less and is prone to incorrect results. So

approximately 80% of the surveys conducted were by meeting persons personally.

The questionnaire used for the survey is in the Annexure part of the report.

The field work was done by me at different places like homes, offices, shops, etc.

The surveys were done in the office time, so that it is possible to meet every one.

Observation: Observation is a technique where the consumer’s behavior

is recorded, usually without his/ her knowledge. So according to the definition it is

clear that in this technique of data collection they are more inclined towards BSNL

or any other like the main competitors of BSNL like the bharti Airtel , Vodafone,

TATA, Reliance, etc.

Qualitative technique: This technique included word association where

the respondent was asked for a word that comes to his / her mind after thinking

of the brand BSNL.

Experimentation: In this I measured the effect of one or more variables

by changing the level of some variables, and measuring the effects.

1.5 LIMITATIONS OF THE STUDY

1. We have collected only 200 samples due to shortage of time.

2. We weren’t able to get proper response from some samples.

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3. Some of the information are difficult to gather due to professional

obligations.

4. Sample result may not resemble with population.

5. Study has been restricted to some areas of Visakhapatnam only.

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2.1 History of Telecom Industry in India

The Indian Telecommunications industry is the world's fastest growing

telecommunications industry, with 962.82 Million telephone (landlines and mobile)

subscribers and 929.37 Million mobile phone connections as of May 2012. It is also

the second largest telecommunication network in the world in terms of number of

wireless connections after China. The Indian Mobile subscriber base has increased

in size by a factor of more than one hundred since 2001 when the number of

subscribers in the country was approximately 5 million to 962.82 million as on 30th

June, 2012.

As the fastest growing telecommunications industry in the world, it is

projected that India will have 1.159 billion mobile subscribers by 2013.

Furthermore, projections by several leading global consultancies indicate that the

total number of subscribers in India will exceed the total subscriber count in the

China by 2013. The industry is expected to reach a size of 344,921 crore

(US$74.85 billion) by 2012 at a growth rate of over 26 per cent, and generate

employment opportunities for about 10 million people during the same period.

According to analysts, the sector would create direct employment for 2.8 million

people and for 7 million indirectly. In 2008-09 the overall telecom equipments

revenue in India stood at 136,833 crore (US$29.69 billion) during the fiscal, as

against 115,382 crore (US$25.04 billion) a year before. Indian telecom operators

added a staggering 227.27 million wireless subscribers in the 12 months between

Mar 2010 and Mar 2011 averaging at 18.94 million subscribers every month. To put

this into perspective, China which currently possesses the world's largest

telecommunications network added 119.2 million wireless subscribers during the

same period (March 2010 - March 2011).

Evolution of the industry-Important Milestones:10

Year Milestones

1851 First operational land lines were laid by the government

near

Calcutta (seat of British power)

1881 Telephone service introduced in India

1883 Merger with the postal system

1923 Formation of Indian Radio Telegraph Company (IRT)

1932 Merger of ETC and IRT into the Indian Radio and Cable

Communication Company (IRCC)

1947 Nationalization of all foreign telecommunication companies

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

monopoly run by the government's Ministry of

Communications.

1985 Department of Telecommunications (DOT) established, an

exclusive provider of domestic and long-distance service

that would be its own regulator (separate from the postal

system)

1986 Conversion of DOT into two wholly government-owned

companies: the Videsh Sanchar Nigam Limited (VSNL) for

international telecommunications and Mahanagar Telephone

Nigam Limited (MTNL) for service in metropolitan areas.

1997 Telecom Regulatory Authority of India created.

1999 Cellular Services are launched in India. New National

Telecom Policy is adopted.

2000 DOT becomes a corporation, BSNL.

MAJOR PLAYERS:

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There are three types of players in telecom services:

State owned companies (BSNL and MTNL)

Private Indian owned companies (Reliance Infocomm, Tata Teleservices)

Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel,

Idea Cellular, BPL Mobile, and Spice Communication

Telecommunications Regulatory Environment in India:

LIRNEasia’ Telecommunications Regulatory Environment (TRE) index, which

summarizes stakeholders’ perception on certain TRE dimensions, provides insight

into how conducive the environment is for further development and progress. The

most recent survey was conducted in July 2008 in eight Asian countries, including

Bangladesh, India, Indonesia, Sri Lanka, Maldives, Pakistan, Thailand, and the

Philippines. The tool measured seven dimensions: i) market entry; ii) access to

scarce resources; iii) interconnection; iv) tariff regulation; v) anti-competitive

practices; and vi) universal services; vii) quality of service, for the fixed, mobile and

broadband sectors.

Modern growth:

A large population, low telephony penetration levels, and a rise in consumers'

income and spending owing to strong economic growth have helped make India the

fastest-growing telecom market in the world. The first operator is the state-owned

incumbent BSNL. BSNL was created by corporatization of the erstwhile Indian

Telecommunication Service, a government unit responsible for provision of telephony

services. Subsequently, after the telecommunication policies were revised to allow

private operators, companies such as Vodafone, Bharti Airtel, Tata Indicom, Idea

Cellular, Aircel and Loop Mobile have entered the space. See mobile operators in India.

In 2008-09, rural India outpaced urban India in mobile growth rate. Bharti Airtel now is

the largest telecom company in India.

India's mobile phone market is the fastest growing in the world, with

companies adding some 18.98 million new customers in June 2012.

The total number of telephones in the country crossed the 962.82 million

mark in June 2012. The overall tele-density has increased to 78.55% by June 2012.

In the wireless segment, 0.56 million subscribers were added in June 2012. The

total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 931.42 million

now. The wireline segment subscriber base stood at 35.43 million with a decline of

0.14 million as of June 2012.

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HISTORY:

Telecom in the real sense means transfer of information between two

distant points in space. The popular meaning of telecom always involves electrical

signals and nowadays people exclude postal or any other raw telecommunication

methods from its meaning. Therefore, the history of Indian telecom can be started

with the introduction of telegraph.

INTRODUCTION OF TELEGRAPH:

The postal and telecom sectors had a slow and uneasy start in India. In

1850, the first experimental electric telegraph Line was started between Kolkata

and Diamond Harbor. In 1851, it was opened for the British East India Company.

The Posts and Telegraphs department occupied a small corner of the Public Works

Department, at that time. Construction of 4,000 miles (6,400 km) of telegraph lines

connecting Kolkata (Calcutta) and Peshawar in the north along with Agra, Mumbai

(Bombay) through Sandra Ghats, and Chennai in the south, as well as Ootacamund

and Bangalore was started in November 1853. Dr. William O'Shaughnessy, who

pioneered telegraph and telephone in India, belonged to the Public Works

Department. He worked towards the development of telecom throughout this

period.

A separate department was opened in 1854 when telegraph facilities were

opened to the public.

INTRODUCTION OF THE TELEPHONE:

In 1880, two telephone companies namely The Oriental Telephone Company

Ltd. and The Anglo-Indian Telephone Company Ltd. approached the Government of

India to establish telephone exchanges in India. The permission was refused on the

grounds that the establishment of telephones was a Government monopoly and

that the Government itself would undertake the work. In 1881, the Government

later reversed its earlier decision and a license was granted to the Oriental

Telephone Company Limited of England for opening telephone exchanges at

Calcutta, Bombay, Madras and Ahmadabad and the first formal telephone service

was established in the country. 28 January 1882, is a Red Letter Day in the history

of telephone in India. On this day Major E. Baring, Member of the Governor General

of India's Council declared open the Telephone Exchanges in Calcutta, Bombay and

Madras. The exchange in Calcutta named "Central Exchange" was opened at third

floor of the building at 7, Council House Street.

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FURTHER DEVELOPMENTS

A Mobile Phone Tower:

1902 - First wireless telegraph station established between Sagar Islands

and Sand heads.

1907 - First Central Battery of telephones introduced in Kanpur.

1913-1914 - First Automatic Exchange installed in Shimla.

23 July 1927 - Radio-telegraph system between the UK and India, with Imperial

Wireless Chain beam stations at Khadki and Daund, inaugurated by Lord Irwin

by exchanging greetings with King George

1933 - Radiotelephone system inaugurated between the UK and India.

1953 - 12 channel carrier system introduced.

1960 - First subscriber trunk dialing route commissioned between Lucknow

and Kanpur.

1975 - First PCM system commissioned between Mumbai City and Andheri

telephone exchanges.

1976 - First digital microwave junction introduced.

1979 - First optical fibre system for local junction commissioned at Pune.

1980 - First satellite earth station for domestic communications established at

Secunderabad, A.P..

1983 - First analog Stored Program Control exchange for trunk lines

commissioned at Mumbai.

1984 - C-DOT established for indigenous development and production of

digital exchanges.

1985 - First mobile telephone service started on non-commercial basis in

Delhi.

While all the major cities and towns in the country were linked with telephones during

the British period, the total number of telephones in 1948 was only around 80,000.

Even after independence, growth was extremely slow. The telephone was a status

symbol rather than being an instrument of utility. The number of telephones grew

leisurely to 980,000 in 1971, 2.15 million in 1981 and 5.07 million in 1991, the year

economic reforms were initiated in the country.

Emergence as a major player:

In 1975, the Department of Telecom (DoT) was separated from Indian Post &

Telecommunication Accounts and Finance Service. DoT was responsible for telecom

services in entire country until 1985 when Mahanagar Telephone Nigam Limited

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(MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. In

1990s the telecom sector was opened up by the Government for private

investment as a part of Liberalization-Privatization-Globalization policy. Therefore, it

became necessary to separate the Government's policy wing from its operations

wing. The Government of India corporatized the operations wing of DoT on 1

October 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). Many

private operators, such as Reliance Communications, Tata Indicom, Vodafone, Loop

Mobile, Airtel, Idea etc., successfully entered the high potential Indian telecom

market.

Revenue and growth:

The total revenue in the telecom service sector was 86,720 crore (US$18.8

billion) in 2005-06 as against 71,674 crore (US$15.6 billion) in 2004-2005,

registering a growth of 21%. The total investment in the telecom services sector

reached 200,660 crore (US$43.5 billion) in 2005-06, up from 178,831 crore

(US$38.8 billion) in the previous fiscal.

Telecommunication is the lifeline of the rapidly growing Information

Technology industry. Internet subscriber base has risen to 100 million in 2010. Out

of this 10.52 million were broadband connections. More than a billion people use

the internet globally.

Under the Bharat Nirman Programme, the Government of India will ensure

that 66,822 revenue villages in the country, which have not yet been provided with

a Village Public Telephone (VPT), will be connected. However doubts have been

raised about what it would mean for the poor in the country.

It is difficult to ascertain fully the employment potential of the telecom

sector but the enormity of the opportunities can be gauged from the fact that there

were 3.7 million Public Call Offices in December 2005 up from 2.3 million in

December 2004.

The value added services (VAS) market within the mobile industry in India has

the potential to grow from US$500 million in 2006 to a whopping US$10 billion by

2009.

Next generation networks:

In the Next Generation Networks, multiple access networks can connect

customers to a core network based on IP technology. These access networks

15

include fiber optics or coaxial cable networks connected to fixed locations or

customers connected through Wi-Fi as well as to 3G networks connected to mobile

users. As a result, in the future, it would be impossible to identify whether the next

generation network is a fixed or mobile network and the wireless access broadband

would be used both for fixed and mobile services. It would then be futile to

differentiate between fixed and mobile networks – both fixed and mobile users will

access services through a single core network.

Indian telecom networks are not so intensive as developed country’s

telecom networks and India's teledensity is low only in rural areas. 670,000 route

kilometers (419,000 miles) of optical fibres has been laid in India by the major

operators, even in remote areas and the process continues. BSNL alone has laid

optical fibre to 30,000 Telephone Exchanges out of their 36 Exchanges. Keeping in

mind the viability of providing services in rural areas, an attractive solution appears

to be one which offers multiple service facility at low costs. A rural network based

on the extensive optical fibre network, using Internet Protocol and offering a variety

of services and the availability of open platforms for service development, viz. the

Next Generation Network, appears to be an attractive proposition. Fibre network

can be easily converted to Next Generation network and then used for delivering

multiple services at cheap cost.

Mobile Number Portability (MNP):

TRAI announced the rules and regulations to be followed for the

Mobile Number Portability in their draft release on 23 September 2009. Mobile

Number Portability (MNP) allows users to retain their numbers, while shifting to a

different service provider provided they follow the guidelines set by TRAI. Once a

customer changes his/her service provider & retaining the same mobile number

they are expected to hold Thiele number with a given provider for at least 90 days,

before they decide to move to another service provider. This restriction is set in

place to keep a check on exploitation of MNP services provided by the service

providers.

As per news reports, Government of India decided to implement MNP

from December 31, 2009 in Metros & category ‘A’ service areas and by March 20,

2010 in rest of the country.

It has been postponed to March 31, 2010 in Metros & category 'A'

service areas. However, time and time again, lobbying by the state-run firms, BSNL

and MTNL has resulted in innumerable delays in the implementation of Mobile

16

Number portability. The latest reports suggest BSNL and MTNL are finally ready to

implement the Mobile Number Portability by October 31, 2010.

A press release by the Department of Telecommunications on 30 June

2010 said "Keeping the complexity and enormity of the testing involved before MNP

is implemented and keeping in view the present status of implementation by

various operators, it has now been decided to extend the time line for

implementation of MNP to 31st October 2010."

The latest official report is that Mobile Number Portability will be

phased in slowly, starting with Haryana which will have MNP on or soon after

November 1, 2010.

A news report on 25 November 2010 said Mobile Number Portability

(MNP) was finally launched in Haryana. The MNP service inaugurate by the Union

Minister of Communications & IT Mr. Kapil Sibal by making the inaugural call to Shri

Bhupindrer Singh Hooda, the Chief Minister of Haryana from a ported mobile

number in function held at Rohtak city.

International:

Nine satellite earth stations - 8 Intelsat (Indian Ocean) and 1 Inmarsat (Indian

Ocean region).

Nine gateway exchanges operating from Mumbai, New Delhi, Kolkata,

Chennai, Jalandhar, Kanpur, Gandhinagar, Hyderabad and Ernakulam

Submarine cables:

LOCOM linking Chennai to Penang, Malaysia.

India-UAE cable linking Mumbai to Al Fujayrah, UAE.

SEA-ME-WE 2 (South East Asia-Middle East-Western Europe 2)

SEA-ME-WE 3 (South East Asia-Middle East-Western Europe 3) - Landing sites

at Cochin and Mumbai. Capacity of 960 Gbit/s.

SEA-ME-WE 4 (South East Asia-Middle East-Western Europe 4) - Landing sites

at Mumbai and Chennai. Capacity of 1.28 Tbit/s.

TIISCS (Tata Indicom India-Singapore Cable System), also known as TIC (Tata

Indicom Cable), Chennai to Singapore. Capacity of 5.12 Tbit/s.

i2i - Chennai to Singapore. Capacity of 8.4 Tbit/s.

SEACOM from Mumbai to the Mediterranean, via South Africa. It currently joins

with SEA-ME-WE 4 off the west coast of Spain to carry traffic onward to London

(2009). Capacity of 1.28 Tbit/s.

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I-ME-WE (India-Middle East-Western Europe) with two landing sites at Mumbai

(2009). Capacity of 3.84 Tbit/s.

EIG (Europe-India Gateway), landing at Mumbai (due Q2 2010).

MENA (Middle East North Africa).

TGN-Eurasia (Announced) Landing at Mumbai (due 2010?), Capacity of 1.28

Tbit/s

TGN-Gulf (Announced) Landing at Mumbai (due 2011?), Capacity Unknown.

Telephone statistics:

Telephone subscribers (wireless and landline): 995.9 million

(May 2012)

Land lines: 31.53 million (May 2012)

Cell phones: 929.37 million (May 2012)

Monthly cell phone addition: 8.35 million (May 2012)

Teledensity: 79.28% (May 2012)

Annual cell phone addition: 227.27 million (March 2010 - 2011)

Projected teledensity: 1.159 billion, 97% of population by 2013.

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ORGANIZATION PROFILE

Type Communication service provider

Availability Countrywide except Delhi& Mumbai

Owner The government of India

Key people S.D. Saxena (CFO);Dr. Ajay Data (CEO)

Founded 19th century, incorporated 2000

Website www.bsnl.in

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2.2 GENESIS AND GROWTH

BSNL

Type State-owned

Industry Telecommunications

Founded 19th century, incorporated 2000

Headquarters New Delhi, India

Key people R.K.Upadhyay (Chairman &MD)

Products

Wireless

Telephone

Internet

Television

Revenue ▼ US$ 5.8 billion (2011-12)

Owner(s) Government of India

Employees 276,306 – August, 2011

Website Bsnl.co.in

INTRODUCTION20

BSNL is one of the largest Indian cellular service providers, with over 119.99

million subscribers as of June 2012, and the largest land line telephone provider in

India. However, in recent years the company's revenue and profit plunged into heavy

losses due to intense competition in the Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a

customer base of 90 million as of June 2008. It has footprints throughout India except

for the metropolitan cities of Mumbai and New Delhi, which are managed by

Mahanagar Telephone Nigam Limited (MTNL). As of June, 2012, BSNL had a customer

base of 40.60 million wireline and 98.28 million wireless subscribers.

BSNL provides almost every telecom service, however following are the main Telecom

Services being provided by BSNL in India:-

1) BSNL Landline: BSNL is the largest telecom operator in India and is known to

everybody for Basic Telephony Services for over  100 years. Presently the Plain old,

Countrywide telephone service is being provided through 32,000 electronic

exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public Switched

Telephone Network (PSTN)  all interlinked by over 2.4 lakh km of Optical Fiber Cable,

with a host of Phone Plus value additions to our valued Customers. BSNL's

telephony network expands throughout the vast expanses of the country reaching to

the remotest part of the country.

2) BSNL Mobile: India's fastest growing cellular service, along with postpaid and

prepaid services brings cellular telephony to the masses, through innovative

technology and strategic pricing. This ambitious service uses state-of-the-art GSM

technology to attain global excellence and leadership in business. Our entry into this

sector has brought GSM cellular service at an affordable cost to the common man. All

serving a single objective, to provide better communication to millions across India.

Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh

Cellular customers within ten months of launch of Cellular service, an unprecedented

mark in Indian Cellular Market.

3) BSNL WLL-M: BSNL WLL-M  is a communication system that connects customers

to the The BSNL Landline network using radio frequency signals instead of

conventional copper wires, for the full or part connection between the subscriber and

the exchange This comes with superior voice quality and high speed data capabilities.

CDMA is popular with more than 100 million subscribers worldwide, and the number

keeps on increasing exponentially. 

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4) Internet Services: BSNL is India's no. 1 Internet service provider with more

than 17 lakh subscribers, providing Internet service throughout the entire country

(except in New Delhi and Mumbai) under the brand name of  "Sancharnet".

Sancharnet provides free all India roaming and enables it's users to access their

accounts, using the same access code (172233) and user ID from anywhere in the

Country. In order to make Internet available throughout the length and breadth of the

Country Internet Dhabas are being commissioned at all the Block Headquarters. BSNL

has also started DIAS  and Account free internet access (CLI based) facility on few

select cities recently.

5) BSNL Broadband: BSNL is in the process of commissioning of a world class,

multi-gigabit, multi-protocol, convergent IP infrastructure through National Internet

Backbone-II (NIB-II), that will provide convergent services through the same backbone

and broadband access network. The Broadband service will be available on DSL

technology (on the same copper cable that is used for connecting telephone), on a

countrywide basis spanning 198 cities. In terms of infrastructure for broadband

services NIB-II would put India at par with more advanced nations. The services that

would be supported includes always-on broadband access to the Internet for

residential and business customers, Content based services, Video multicasting,

Video-on-demand and Interactive gaming, Audio and Video conferencing, IP

Telephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs

with Quality of Service (QoS) guarantees. The subscribe will be able to access the

above services through Subscriber Service Selection System (SSSS) portal. 

6) Intelligent Network (IN): BSNL provides IN services offers value-added

services, such as Free Phone Service (FPH), India Telephone Card (Prepaid card),

Account Card Calling (ACC), Virtual Private Network (VPN), Tele-voting, Premium Rae

Service (PRM), Universal Access Number (UAN) and more.

7) 3G: BSNL offers the '3G' or the'3rd Generation' services which includes facilities

like video calling, live TV, 3G Video portal, streaming services like online full length

movies and video on demand etc.

8) FTTH: Fibre To The Home facility that offers a higher bandwidth for data transfer.

This idea was proposed on post-December 2009.

9) Helpdesk: BSNL's Helpdesk (Helpdesk) provide help desk support to their

customers for their services.

Future Plans:

22

Connect villages having 1,000 and above population

During the next 2 years (2010 – 2012), BSNL plans to provide large number

of phone connections and Broadband connections on ADSL as well as

Wireless technology. It also plans to increase its existing Optical Fibre Cable

network and TAX capacity.

Aggressive marketing to tap the demand for the 3G technology to enable

high speed data transfer applications.

Extending the coverage of 3G and WiMAX.

Introduce new value added services such as Mobile TV, E-Banking, Mobile

Broadband, MMS etc using new technology such as WiMAX.

Introduction of new services like FTTH, VOIP etc.

Upgradation of existing network to NGN

Contribute towards:

National Plan Target of 500 million subscriber base for the country by

December 2010.

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

Broadband Policy 2004.

Providing telephone connection in villages as per government policy.

Implementation of Triple play as a regular commercial proposition.

23

Market share of BSNL:

Total Telecom Share Up to 31/03/2011

Sl.

No

Name of

service

Landline CDMA GSM Total Mkt

Share(%)

1 Airtel 30,66,859  --------- 12,76,19,314 13,06,86,173 20.50

2 Reliance 11,77,412 10,24,22,145 1,63,11,206 11,99,10,763 18.81

3 Vodafone ---------  ---------  10,08,58,358 10,08,58,358 15.82

4 BSNL 2,78,30,56

0

59,63,673 6,34,86,339 9,72,80,572 12.46

5 TATA 11,62,276 6,59,42,255 ---------  6,71,04,531 10.53

6 IDEA  ---------  --------- 6,38,24,688 6,38,24,688 10.01

7 Aircel  ---------  --------- 3,68,61,174 3,68,61,174 5.78

8 MTNL 34,96,754 3,10,103 47,84,453 85,91,310 1.35

9 Uninor  --------- ---------  42,64,036 42,64,036 0.67

10 Sistema 49,416 37,75,144  --------- 38,24,560 0.60

11 LOOP  ---------  --------- 28,44,583 28,44,583 0.45

12 S-tel ---------  ---------  10,06,827 10,06,827 0.16

13 CONNECT 1,73,407 3,28,146 ---------  5,01,553 0.08

Total 3,69,56,68

4

178741466 42,18,60,97

8

63,75,59,12

8

100.00

24

Market Share of Telephone Operators in India as on 31.05.2011:

BSNL72%

Bharti Airtel10%

Reliance Telecom4%

Tata Indicom4% MTNL

10%

Others1%

Wireline Market Share

Note: Others means HFCL Infotel 0.55% and Shyam Telelinks 0.11%

25

Wireline Market Share

BSNL 72.24

Bharti Airtel 9.64

Reliance Telecom 3.60

Tata Indicom 3.79

MTNL 10.05

Others 0.68

BSNL11%

Bharti Airtel21%

Reliance Telecom

17%

Vodaphone Essar17%

Tata Indicom11%

Idea12%

Aircel7%

MTNL1%

Others3%

Wireless Market Share

Note: Others means BPL 0.38%, HFCL Infotel 0.18%, Shyam Telelinks 1.29%, Uninor

2.95%, Stel 0.36%, Etisalat DB 0.15% and Vidiocon 0.88%

26

Wireless Market Share

BSNL 11.05

Bharti Airtel 19.88

Reliance Telecom 16.80

Vodaphone Essar 16.59

Tata Indicom 10.80

Idea 11.16

Aircel 6.79

MTNL 0.66

Others 2.83

BSNL14%

Bharti Airtel20%

Reliance Telecom17%

Vodaphone Essar16%

Tata Indicom11%

Idea11%

Aircel7%

MTNL1%

Others3%

Total Telephone Market Share

Note: Others means BPL 0.36%, HFCL Infotel 0.19%, Shyam Telelinks 1.24%, Uninor

2.81%, Stel 0.35%, Etisalat DB 0.14% and Vidiocon 0.84%

Telecom Circles of BSNL in India:

Andaman & Nicobar Telecom Circle

27

Total Telephone Market Share

BSNL 13.45

Bharti Airtel 19.48

Reliance Telecom 16.28

Vodaphone Essar 15.94

Tata Indicom 10.53

Idea 10.72

Aircel 6.52

MTNL 1.03

Others 2.71

Dobaspet

Tamilnadu Telecom Circle

Jharkhand Telecom Circle

Bihar Telecom Circle

Andhra Pradesh Telecom Circle

Assam Telecom Circle

Chhattisgarh Telecom Circle

Gujarat Telecom Circle

Haryana Telecom Circle

Himachal Pradesh Telecom Circle

Jammu & Kashmir Telecom Circle

Jharkhand Telecom Circle

Karnataka Telecom Circle

Kerala Telecom Circle

Madhya Pradesh Telecom Circle

Maharashtra Telecom Circle

North East-I Telecom Circle

North East-II Telecom Circle

Orissa Telecom Circle, Rajasthan Telecom Circle

Punjab Telecom Circle, Uttranchal Telecom Circle

Metro Districts:

Kolkata

Chennai

Delhi

Mumbai

Project Circles:

Eastern Telecom Project Circle

Western Telecom Project Circle

Northern Telecom Project Circle

Southern Telecom Project Circle

IT Project Circle, Pune

Maintenance Regions:

Eastern Telecom Maintenance Region

Western Telecom Maintenance Region

28

Northern Telecom Maintenance Region

Southern Telecom Maintenance Region

Specialized Telecom Units:

Broad Band Networks (Data Networks)

National Centre For Electronic Switching

Technical & Development Circle

Production Units:

Telecom Factory, Mumbai

Telecom Factory, Jabalpur

Telecom Factory, Richhai

Telecom Factory, Kolkata

Present and future:

BSNL then known as Department of Telecom had been a near monopoly

during the socialist period of the Indian economy. During this period, BSNL was the

only telecom service provider in the country MTNL was present only in Mumbai

and New Delhi). During this period BSNL operated as a typical state-run

organization, inefficient, slow, bureaucratic, and heavily unionised. As a result

subscribers had to wait for as long as five years to get a telephone connection. The

corporation tasted competition for the first time after the liberalisation of Indian

economy in 1991. Faced with stiff competition from the private telecom service

providers, BSNL has subsequently tried to increase efficiencies itself. DoT veterans,

however, put the onus for the sorry state of affairs on the Government policies,

where in all state-owned service providers were required to function as mediums

for achieving egalitarian growth across all segments of the society.

The corporation (then DoT), however, failed miserably to achieve this and

India languished among the most poorly connected countries in the world. BSNL

was born in 2000 after the corporatisation of DoT. The efficiency of the company

has since improved little a bit. However, the performance level is nowhere near the

private players.

INDIA BROADBAND:

Year of Broadband 2007:

29

2007 has been declared as "Year of Broadband" in India and BSNL is in the

process of providing 5 million Broadband connectivity by the end of 2007. BSNL has

upgraded existing Data one (Broadband) connections for a speed of up to 2 Mbit/s

without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL

at a cost of just US$ 11.7 per month (as of 21 July 2008 and at a limit of 2.5GB

monthly limit with 0200-0800 hrs as no charge period). Further, BSNL is rolling out

new broadband. BSNL is planning to increase its customer base to 108 million

customers by 2010. With the frantic activity in the communication sector in India,

the target appears achievable. BSNL is a pioneer of rural telephony in India. BSNL

has recently bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project

of Government of India.

On the 20th of March, 2009, BSNL advertised the launch of BlackBerry

services across its Telecom circles in India. The corporation has also launched 3G

services in select cities across the country. Presently, BSNL and MTNL are the only

players to provide 3G services, as the Government of India has completed auction

of 3G services for private players. BSNL shall get 3G bandwidth at lowest bidder

prices of Rs 18,500 crore, which includes Rs 10,186 crore for 3G and Rs 8313crore

for BWA.[One crore is 10 million.]BSNL management has paid this money under

protest seeking refund.

Challenges:

During the financial year 2008-2009 (from April 1, 2009 to March 31,

2009) BSNL has added 8.1 million new customers in various telephone services

taking its customer base to 75.9 million. BSNL's nearest competitor Bharti Airtel is

standing at a customer base of 62.3 million. However, despite impressive growth

shown by BSNL in recent times, the fixed line customer base of BSNL is declining. In

order to woo back its fixed-line customers BSNL has brought down long distance

calling rate under One India plan, however, the success of the scheme is not

known. However, BSNL faces bleak fiscal 2009-2010 as users flee.

Presently there is an intense competition in Indian Telecom sector and

various Telco’s are rolling out attractive schemes and are providing good customer

services.

Access Deficit Charges (ADC, a levy being paid by the private operators to

BSNL for provide service in non-lucrative areas especially rural areas) has been

slashed by 20% by Telecom Regulatory Authority of India (TRAI), w.e.f. April

1, 2009. The reduction in ADC may hit the bottomlines of BSNL.

30

BSNL has started 3G services in 290 cities and acquired more than 6 Lakh

customers. It has planned to roll out 3G services in 760 cities across the country in

2010-11.

Broadband services: The shift in demand from voice to data has

revolutionized the very nature of the network. BSNL is poised to cash on this

opportunity and has planned for extensive expansion of the Broadband services.

The Broadband customer base of 3.56 Million customers in March'2009 is planned

to be increased to 16.00 million by March 2014. Now BSNL is the under top five

telecom service provider company in India.

Major developments after formation of BSNL

Launching of Cellular services : 01-12-2002

Launching of WLL Services : 12-03-2004

Commissioning of OAN (Optical Fibre) network : 2005

Commission of Broadband services : March 2005

Commissioning of Cell MSC : 11-11-2005

Complete conversion of Landline connections to new technology2006

Commissioning of Optical Fiber Ring routes : 2006

Commissioning of WLL MSC : 08-06-2007

Commissioning of Wimax services : February 2009

PRBT Services commissioned : 22-04- 2009

Commissioning of 3G services (With 60 BTSs) : 31-03-2010

BSNL IN VISHAKAPATNAM

Visakhapatnam District comprises an area of 11,161 Sq.KMs.

Total Population of the District is 38, 32,336.(Urban: 15, 30,899; Rural: 23,

01,437).

The Visakhapatnam telecom division office telegraphs was formed during 1976 under

the control of Divisional Engineer telegraphs, Visakhapatnam with a less than 100

telephone connections in Visakhapatnam District. The DE telegraphs had maintained

the entire telegraph and telecom network including Defense Lines from

Visakhapatnam to Ichapuram. Later many telephone Exchanges were commissioned

31

at several places in the district and number of connections increased to more than

1000 and Divisional Engineer, telegraphs was formed and separated as Vizianagaram

and Srikakulam divisions during 1981. The office of Divisional Engineer,

Visakhapatnam is remained as Telecom. District Engineer, Visakhapatnam and it is

upgraded to the level of telecom district manager during 1993 after reaching its

capacity 10,000 connections and a Junior Administrative Grade Officers from Indian

Telecom. Service has been posted as Head of this Telecom District. 1996-1999 is the

golden period for history of telecommunications and its connectivity is increased.

During this period the telephone connections were increased to more than 10 times

and many new electronic exchanges were installed and the old technology was

removed and provided some more additional facilities to customers. The telecom wing

higher to under the department of telecommunications has been formed as Bharat

Sanchar Nigam Limited with effect from 01-10-2000 as a Corporate Sector. Due to the

vase development during this period, the status of this telecom district is upgraded to

the level of General Manager and a Senior Administrative Grade Officer from Indian

Telecom. Service has been posted as Head of this Telecom District in September

2000. Now the telephone connections are more than 1,50,000 the General Manager is

looking after development activities of the entire district. Engineering Officers and

Finance Officers is one Engineering Officer from Indian Telecom. Service is working as

Deputy General Manager looking after the Administration and Planning and one

Finance officer advisor. These two officers are assisting to the General Manager for

Development activities and to run the administration in smooth. Divisional Engineers,

Sub-Divisional Engineers and Chief Accounts Officers and Accounts Officers are

working under the control of above mentioned officers respectively. It is very difficult

to maintain the entire district at one point, for easy mice of the entire telecom district

has been divided into sub-divisions. The heads of sub divisions will look after the

development activities relate to that sub-division. Though the telephone density is

comparatively less than other developed districts, the department is providing good

services through out the district. Through services provided in the rural areas is not

economical to the department. It is still continued the services in the public interest.

One more happiest news to the Visakhapatnam District customers that the Bharat

Sanchar Nigam Limited,Visakhapatnam providing cell one services, WLL Services and

value added services to the public.

BSNL, Visakhapatnam is serving many Major Industries in

Visakhapatnam like……

HPCL (Hindusthan Petroleum).

Coromandel Fertilizers.

Hindustan Zinc Ltd.

32

Hindustan Ship Yard,

Ship Building Centre.

Visakha Dairy.

Indian Oil Corporation.

BHPV.

Essar Steel Pellatisation Plant.

L.G Polymers.

NALCO (National Aluminum Company).

DCI (Dredging Corporation of India).

INDIAN NAVY.

Educational Institutions like AU, GITAM etc.,

APEPDCL, GVMC etc., and many more ………

Visakhapatnam Telecom District is

Having 10 SDCAs consisting of 42 Mandals.

Having the New Technology switches like OCB and EWSD along with CDOT

technology.

Having 98 exchanges and 4 DLCs in the SSA

Urban exchanges : 28

Rural : 70

Working Lines as on 30-11-2010:

Land Line : 107725 (98 exges+4 DLCs).

WLL : 9160 (WLL BTSs: 59).

Cellular Connections :( Cell BTSs: 194).

Prepaid : 232539.

Postpaid : 8126.

Total : 240665.

Facilities offered to Customers

Year Facility offered

March 2003 Mobile van collections

May 2005 ECS facility

July 2005 Collection of bills by banks

May 2008 e-seva

October 2008 BSNL PORTAL & online transfer (e-payment)

July2009 AP online services

Penetration of Broadband connections against Landline connections:

33

Developments in Lands & Buildings

34

Year Land Line Brand Band Penetration %ge

2005 151208 4110 2.72

2006 146114 5439 3.72

2007 132335 14096 10.65

2008 118974 20609 17.32

2009 110202 27274 24.75

2010 107725 30829 28.62

2.3 ORGANIZATION STRUCTURE (CENTRAL)

35

Year Lands Acquisition

Construction of

buildings

Cell sites

acquired

2000 --- --- ---

2001 --- Vempadu ---

2002 Seethammadhara Seethammadhara 4

2003 --- Pendurthy 3

2004 Parawava  --- 10

2005

Rambilli, Sabbavaram,

Atchutapuram, Tagarapuvalasa,

Anandapuram, Madhurawada,

Narsipatnam  --- 24

2006 Kasimkota, Nathavaram  --- 3

2007 Rolugunta  --- 15

2008  ---

Dabagardens building

vertical expansion 13

2009  --- ---- 4

2010  ---

Mindi Tele exge bldg

horizontal expansion,

Dabagardens Admn bldg,

Narsipatnam Tele exge

bldg.

72 sites

under

Phase V.I

Chairman & Managing Director (Central)

Chief General Manager (Circle)

Chief General Manager (Circle)

Chief General Manager (Circle)

Chief General Manager (Circle)

HRD Operations Planning Marketing Finance

Director Director Director Director Director

Chief General Manager (Circle)

DGM

General Manager(District)

DGM DGM DGM DGM

General Manager(District)

General Manager(District)

General Manager(District)

General Manager(District)

36

2.3 ORGANIZATION STRUCTURE (STATE)

37

Head of the Circle Chief General Manager (A.P.)

Head of Visakhapatnam SSA

Dy. General Manager (Planning and

Marketing)

Divisonal Engineers

Sub-Divisonal Engineers

Junior Telecom Officers

General Manager

Dy. General Manager (Finance)

Chief Accounts Officer

Accounts Officer

Junior Accounts Officer

2.4 Marketing Functions

Marketing & Sales and often use it interchangeably without understanding the

difference in it. Marketing is everything we do to get and leverage a client

relationship.

Marketing process is broad and includes all of the following: -

Discovering what product, service or idea customers want.

Producing a product with the appropriate features and quality.

Pricing the product correctly.

Promoting the product; spreading the word about why customers should

buy it

Selling and delivering the product into the hands of the customer.

  Selling is one activity of the entire marketing process. Selling is the

act of persuading or influencing a customer to buy (actually exchange something

of value for) a product or service.

Marketing functions includes

Estimate the customer tastes and preferences

Advertisements and promotional activities

Sales and distribution

Providing services to customers

Identifying the new market

New product development

Market segmentation

The ultimate objective of any marketing activity is to satisfy the customers

and today even a step ahead i.e. ‘delighting’ the customers, for which customers

are offered something beyond their expectations from the service or the product.

The objective being to acquire and retain the customers, who should continually

feel that they are getting more value of the money, they are departing with.

  Marketing is the establishment, development, maintenance and

optimization of long-term mutually valuable relationships between consumers and

organisation. Successful Marketing focuses on understanding the needs and desires

of the customers and is achieved by placing these needs at the heart of business

by integrating them with the organization strategy, people, technology and

38

business processes. At its most basic, Marketing involves customers, organizations

and relationships and the combination creates the need for the management.

39

2.5 FINANCE FUNCTION

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is

certainly on a financial ground that's sound.  The Company has a net worth of Rs.

86,476 crores, Authorized Equity capital of Rs. 10,000 crores, Paid up Equity Share

Capital of Rs. 5,000 crores and Revenue is Rs. 32,045 crores in 2009-10.

Revenue

Revenue earned by BSNL during last five years 

40

Capital outlay

BSNL has Gross Fixed Assets of over Rs. 132243 Crores as on 31.03.2009.

41

Gross investment in fixed assets:

The BSNL is making substantial investment year to year for its network

expansion and modernization. During the current financial year BSNL has made

the gross investment of Rs. 28,227 crore (US $ 6.28 billion) in Fixed Assets.

Corporate assets

Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54,321

Cores, which are in the form of Land, Buildings Cables, Apparatus & Plants etc. as on

31.03.2009.

Financial functions are includes

Raising funds and investing them in assets

Share holders wealth maximization

Working capital management and estimation of working capital

Profit maximization

Tax payments

Cash management

Inventory management

Capital budgeting decision

Investment decisions

Assets management

Hu

42

2.6 Human Resources Functions

HR development:

With a corporate philosophy that considers Human Resource as the most

prized assets of  the  organization, it's natural for BSNL to continually hone

employee skills, enhance their knowledge and their expertise and their aspirations

to fruition. Even as BSNL goes about conducting its business activities, it lays

emphasis on constant enhancement of knowledge and skills through regular

traininprogrammes.

Human resources functions includes

HR planning

Recruitment

Selection

Training & Development

Promotions & Depromotions

Transfers

Salary & Wage administration

Disciplinary activities

Attendance & Leave

Welfare

Industrial relations

43

Staff strength of BSNL, Visakhapatnam

SWOT Analysis:

Strengths:

Experienced telecom service provider

Huge Resources (financial & technical pool)

Most trusted telecom brand

Transparency in billing

Weaknesses:

44

Year Staff strength

2000 2041

2001 2041

2002 2008

2003 1997

2004 1982

2005 1955

2006 1903

2007 1843

2008 1805

2009 1682

2010 1640

Non-optimization of network capabilities

Poor marketing strategy

Bureaucratic organizational set up

Limited number of value added services

Opportunities:

Tremendous market growing at 20 lac customers per month

Untapped broadband services

Untouched international market

Can capitalize on public sector image to grab government’s ICT initiatives

Threats:

Competition from private operators

Keeping pace with fast technological changes

Market maturity in basic telephone segment

Manpower churning

2.7 VISION AND MISSION 0F THE COMPANY

45

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 and to

contribute to the growth of the country's economy.

Objectives:

1. To be a Lead Telecom Services Provider.

2. To provide quality and reliable fixed telecom service to our customer and

3. There by increase customer's confidence.

4. To provide mobile telephone service of high quality and become no. 1 GSM

5. Operator in its area of operation.

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

Requirement promptly.

3.1 INTRODUCTION

Customer is the king; this is all the more apt for today business environment

where, all other factors remaining more or less constant, it is the value addition to

46

the customer that is making all the difference. Customer satisfaction depends on

the performance relative to a expectations.

A key premise in customer satisfaction is understanding the needs and meeting or

exceeding the expectations of customers. Furthermore, this is done while optimally

using resources. While most companies have developed strategies to improve

quality and external customer service, internal customer satisfaction is a much

neglected component of quality improvement. To this end, it is important to

emphasize that total customer satisfaction can be attained only if all employees

devoted to external customer satisfaction can work together and assist each other

to achieve the common objective, when the internal customer isn’t satisfied;

Relationships with the external customer suffer. So, it suggested to adopt customer

oriented approach to keep the internal customer satisfied and motivated, who in

turn will focus their attention and energy upon meeting the requirements of their

customers, thereby maximizing the customer, thereby maximizing the customer

satisfaction.

Customer satisfaction survey is the process to monitor the satisfaction quotient of

their people. In internal satisfaction surveys therefore tracks the return on your

investments in keeping your people happy, high salaries, a quality culture, a

healthy work environment. Last, but not the least internal customer satisfaction

survey helps in finding the critical areas, which need further improvement.

Today’s companies are facing their toughest competition ever. These companies

can outdo their competition if they can move from product and sales philosophy to

a marketing philosophy. We spell out in detail how companies can go about winning

customers and outperforming competitors. The answer lies in doing a better job of

meeting and satisfying customers’ needs. Only customer- centered companies are

adept at building customers, not just building product. They are skilled in market

engineering, not just product engineering.

Too many companies think that it is the marketing/sales department’s job to

procure customers. If that department cannot, the company draws the conclusion

that its marketing people aren’t very good. But in fact, marketing is only one factor

in attracting and keeping customers. The best marketing department in the world

cannot spell products that are poorly made or fail to meet anyone’s need. The

marketing department can be effective only in companies whose various

departments and employees have designed and implemented a competitively

superior customer, value-delivery system.

47

Although the customer oriented firms seek to create high customer satisfaction, its

main goal is to maximize customer satisfaction, first the company can increase

customer satisfaction by lowering its prices, but results may be lower profits

second the company might be able to increase prices. Third the company has many

stake-holders including employees, dealers,

Suppliers and stock holders spending more to increase customer satisfaction might

divert funds from increasing the satisfaction of other partner. Estimate the

company must operate on the philosophy that it is trying to deliver a high level of

satisfaction to the other stake- holder within the constrains of its, Resources. From

the past studies of last three decades we observed that the company’s first task is

to create and satisfy customers. But today’s customers face a vast array of product

and brand choice prices and suppliers.

It is generally believed that customers estimate which offer will deliver the most

value customers are like value maximizes, within the bounds of search costs and

limited knowledge, mobility income, they form an expectation of value and act on

it, whether or not the offer lives up to the value expectations affects customer’s

satisfaction and their repurchase probability.

When we talk about customer satisfaction, we talk about creativity. Creativity

allows us to handle or diffuse problems at hand or later on in the process of

conducting the everyday We talk about how, or rather what, does the organization

have to do to gain not only the sale but also the loyalty of the customer. We want

to know the payoff of the transaction both in the short and long term. We want to

know what our customers want. We want to know if our customers are satisfied.

Satisfaction, of course, means that what we delivered to a customer met the

customer’s approval. We want to know if customers are delighted and willing to

comeback, and so on. Fleiss and Feldman present examples of that

delightfulness in their writings.

Fleiss has written about Ben and Jerry’s ice cream and Feldman has discussed

excellence in a cab ride. As important as delightfulness is, some of us minimize it,

or even totally disregard it. At this point, we fail. Some of the issues that will

guarantee failure in sales.

3.2 ROLE OF CUSTOMER SATISFACTION IN MARKETING

Customer satisfaction plays a huge role in the success (or failure) of your marketing

campaign. Creating a successful marketing strategy begins and ends with knowing

your target audience. If your target audience is leaving messages like the one to

48

the left - well no viral marketing messages can overcome a lack of customer

service.

In the days prior to the World Wide Web and the ensuing social media explosion -

the holy grail of marketing was advertising. In a nutshell, word of mouth marketing

depends upon customer satisfaction to generate “buzz” in the community. One

satisfied customer tells another and suddenly, a business would find its sales

growing without spending precious dollars on traditional advertising.

3.3 NEED OF INTERNAL CUSTOMER SATISFACTION:

o Rapidly growing organization

o High or growing turnover rate.

o Excessive rumor’s

o Highly competitive industry.

o Planned and recent organizational changes.

BENEFITS OF INTERNAL CUSTOMER SATISFACTION:

o It creates better teamwork and n improved work process.

o It leads to higher output and superior quality product.

o It decreases the turnover.

o Reduced overheads, and increase customer satisfaction level’s inter

departmental.

o It enhances communication and hence helped in team building, hence there

is less wasted effort caused by lack of common purpose and poor

communication.

o A good employee feedback survey improves employee attitude and boosts

morals.

3.4 IMPROVING CUSTOMER SATISFACTION:

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI)

has released The International Customer Service Standard (TICSS). TICSS

enables organizations to focus their attention on delivering excellence in the

management of customer service, whilst at the same time providing recognition of

success through a 3rd Party registration scheme. TICSS focuses an organization’s

49

Customer Grievances

Customer Property

Timely Supply

Special requirement of Customer

Customer Feedback

Customer Focus

Cu

sto

mer S

atis

factio

n

attention on delivering increased customer satisfaction by helping the organization

through a Service Quality Model.

TICSS Service Quality Model uses the 5 P’s - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction,

which in turn influences customer retention and customer loyalty.

50

3.5 TCS-TOTAL CUSTOMER SATISFACTION

The key to engineering high customer loyalty is to deliver high customer value

according to Michael learning, in this delivery profitable value, a company must

develop a competitively superior value proposition and superior value delivery

system. A company value proposition is much more then it’s positioning on a single

attribute; it is a statement about the resulting experience customer will have from

the offering and their relationship with the supplier. The brand must be

representing a promise about the total resulting experience the 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 the communication and channel experiences

the customer will have on the way to obtaining the offering. Brand marketers try to

distinguish brand from others by a unique selling propositions. Whether customers

will actually receive the promised value proposition will depend upon the

marketer’s ability to influence various core processes.

For customer- centered companies, customer satisfaction is a both a goal and

marketing tool. Companies that achieve high customer satisfaction ratings make

sure it their target marketing knows it. With the globalization and technological

advances, and deregulation that is takes place in recent year’s endless

opportunities and in the market place. Giving more meaning to the phase “Behind

every problem is o brilliantly disguised opportunity but what marketing should do

with these issues.

With the above development marketing has taken major shifts in the past tow

decades from the traditional production concept to product concept. TO selling

concept because of the liberalization policies adopted by many nations the markets

or developing countries are flooded buy the wide variety of products giving both to

a new concept that is selling concept. This concept holds that “Consumers and

business, if -left above, will ordinarily not bay enough of the organizations products

the organizations must therefore, undertake an aggressive selling and promotion

effort.

According to this concept the consumers must be induced to bay products more

and more with the help of effective selling and promotional tools. This philosophy

worked for the companies seeking short run results, but not for the long run.

Because if gives more emphasis to pushing the products into the markets whether

they may or may not have the potential.

51

In recent years with the growing number of MNC’s and domestic companies a wide

assertion of products, and service were available to the consumers. This shift in

market place gave birth to a new concept what is called marketing concept.

According to this concept, the key to achieving its organizational, goals consists of

the company being more effective than competitors in creating, delivering and

communicating consumer value to its chosen target markets.

This concept gave more emphasis to customer needs, and marketing profits by

satisfying the customers, offering the highest customer delivered value. Whether

the customer is satisfied after purchase depends on the offers performance in

relation to the buyer’s expectations.

“Satisfaction” is a person’s feelings of pleasure of disappointment resulting from

comparing products perceived performance (or outcome) in relation to his or her

expectation. Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch a better offer comes along those

who are highly satisfied are must less ready to switch satisfaction or delight creates

and emotional found with the brand, not just a rational preference. The result is

high customer loyalty. The key to generation high customer’s loyalty is to deliver

high customer value.

However, there are four methods companies use to track customer satisfaction.

3.6 SEVEN STEPS OF CUSTOMER SATISFACTION

1. Encourage Face-to-Face Dealings:

This is the most daunting and downright scary part of interacting with a customer.

If you’re not used to this sort of thing it can be a pretty nerve- wracking experience.

Rest assured, though, it does get easier over time. It’s important to meet your

customers face to face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with

someone they’ve actually met in person, rather than a voice on the phone or

someone typing into an email or messenger program. When you do meet them, be

calm, confident and above all, take time to ask them what they need. I believe that

if a potential client spends over half the meeting doing the talking, you’re well on

your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed:

52

This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all

customers’ queries within the space of a few hours, but at least email or call them

back and let them know you’ve received their message and you’ll contact them

about it as soon as possible. E if you’re not able to solve a problem right away let

the customer know you’re working on it. A good example of this is my Web host.

They’ve had some trouble with server hardware which has caused a fair bit of

downtime lately. At every step along the way I was emailed and told exactly what

was going on, why things were going wrong, and how long it would be before they

were working again. They also apologized repeatedly, which was nice. Now if they

server had just gone down with no explanation I think I’d have been pretty annoyed

and may have moved my business elsewhere. But because they took time to keep

me informed, it didn’t seem so bad, and I at least knew they were doing something

about the problems. That to me is a prime example of customer service.

3. Be Friendly and Approachable:

A fellow Site Pointer once told me that you can hear a smile through the phone.

This is very true. It’s very important to be friendly, courteous and to make your

clients feel like you’re their friend and you’re there to help them out. There will be

times when you want to beat your clients over the head repeatedly with a blunt

object - it happens to all of us. It’s vital that you keep a clear head, respond to your

clients’ wishes as best you can, and at all times remain polite and courteous.

4. Have a Clearly-Defined Customer Service Policy:

This may not be too important when you’re just starting out, but a clearly defined

customer service policy is going you a lot of time and effort in the long run. If a

customer has a problem, what should they do? If the first option doesn’t work, then

what? Should they contact different people for billing and technical enquiries? If

they’re not satisfied with any aspect of your customer service, who should they

tell?

There’s nothing more annoying for a client than being passed from person to

person, or not knowing who to turn to. Making sure they know exactly what to do at

each stage of their enquiry should be of utmost importance. So make sure your

customer service policy is present on your site and anywhere else it may be useful.

5. Attention to Detail also known as ‘The Little Niceties’:

Have you ever received a Happy Birthday email or card from a company you were

a client of? Have you ever had a personalized sign-up confirmation email for a

53

service that you could tell was typed from scratch? These little niceties can be time

consuming and aren’t always cost effective, but remember to do them.

Even if it’s as small as sending a Happy Holidays email to all your customers, it’s

something. It shows you care; it shows there are real people on the other end of

that screen or telephone; and most importantly, it makes the customer feel

welcomed, wanted and valued.

6. Anticipate Your Client’s Needs & Go Out Of Your Way To Help

Them Out:

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Take this as an example: you’re working oh the front-end for your client’s exciting

new ecommerce endeavor. You have all the images, originals and files backed up

on your desktop computer and the site is going really well. During a meeting with

your client he/she happens to mention a hard-copy brochure their internal

marketing people are developing. As if by magic, a couple of weeks later a CD-ROM

arrives on their doorstep complete with high resolution versions of all the images

you’ve used on the site. A note accompanies it which reads:

Your client is heartily impressed, and remarks to his colleagues and friends how

very helpful and considerate his Web designers are. Meanwhile, in your office, you

lay back in your chair drinking your 7th cup of coffee that morning, safe in the

knowledge this happy customer will send several referrals your way.

7. Honor Your Promises:

It’s possible this is the most important point in this article. The simple message:

when you promise something, deliver. The most common example here is project

delivery dates.

Clients don’t like to be disappointed. Sometimes, something may not get done, or

you might miss a deadline through no fault of your own. Projects can be late,

technology can fail and sub-contractors don’t always deliver on time. In this case a

quick apology and assurance it’ll be ready ASAP wouldn’t go amiss.

1. FOR WHICH PURPOSE YOU MOSTLY USE BSNL SERVICES?

Table-4.1

54

OPINION POOL NO OF RESPONDENTS PERCENTAGE

PERSONAL 110 55.0

BUSINESS 90 45.0

TOTAL 200 100.0

55

45PERSONALBUSINESS

As the Table depicts, a good majority of the respondent 55.0

percentage consumer’s using B.S.N.L for personal purpose. 45.0 percentage using

B.S.N.L for business purpose. We can conclude that majority were opinioned that,

the using B.S.N.L for personal purpose.

2. WHAT IS YOUR MONTHLY AVERAGE BILL?

Table-4.2

55

OPINION POOL NO OF RESPONDENTS PERCENTAGE

BELOW RS.500 80 40.0

RS. 500-1000 60 30.0

RS. 1000-1500 20 10.0

RS. 1500-2000 22 11.0

ABOVE 2000 18 9.0

TOTAL 200 100.0

40

30

10

11

9

BELOW RS.500RS. 500-1000RS. 1000-1500RS. 1500-2000ABOVE 2000

The total sample size was 200 outlets in our analysis we has been

40.0 percentage opinioned that their average bill is below 500, 30.0 percentage

opinioned that their average bill is bet 500-1000, 10.0 percentage opinioned that

their average bill is bet 1000-1500, 11.0 percentage opinioned that their average

bill is bet 1500-2000, 9.0 percentage opinioned that their average bill is above

2000. Most of the people opinioned that their average bills are above2000.

3. HOW SATISFIED ARE YOU WITH THE COVERAGE OF BSNL?

Table-4.3

56

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 90 45.0

SATISFIED 68 34.0

NEUTRAL 20 10.0

DISSATISFIED 10 5.0

HIGHLY DISSATISFIED 12 6.0

TOTAL 200 100.0

45

34

10

56

HIGHLY SATISFIED SATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 45.0 percentage of the respondents that

the coverage of B.S.N.L is highly satisfied, 34.0 percentage of the respondents that

the coverage of B.S.N.L is satisfied, 10.0 percentage of the respondents that the

coverage of B.S.N.L is neutral, 5.0 percentage of the respondents that the coverage

of B.S.N.L is dissatisfied, 6.0 percentage of the respondents that the coverage of

B.S.N.L is highly dissatisfied. We can conclude that majority were opinioned that,

the coverage of B.S.N.L is highly satisfied.

4. HOW SATISFIED ARE YOU WITH THE CONNECTIVITY OF BSNL?

Table-4.4

OPINION POOL NO OF RESPONDENTS PERCENTAGE

57

HIGHLY SATISFIED 90 45.0

SATISFIED 70 35.0

NEUTRAL 18 9.0

DISSATISFIED 10 5.0

HIGHLY DISSATISFIED 12 6.0

TOTAL 200 100.0

45

35

9

56

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 45.0 percentage of the respondents that

the connectivity of B.S.N.L is highly satisfied, 35.0 percentage of the respondents

that the connectivity of B.S.N.L is satisfied, 9.0 percentage of the respondents that

the connectivity of B.S.N.L is neutral, 5.0 percentage of the respondents that the

connectivity of B.S.N.L is dissatisfied, 6.0 percentage of the respondents that the

connectivity of B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the connectivity of B.S.N.L is highly satisfied.

5. HOW SATISFIED ARE YOU WITH THE BILLING OF BSNL?

Table-4.5

OPINION POOL NO OF RESPONDENTS PERCENTAGE

58

HIGHLY SATISFIED 110 55.0

SATISFIED 70 35.0

NEUTRAL 10 5.0

DISSATISFIED 5 2.5

HIGHLY DISSATISFIED 5 2.5

TOTAL 200 100.0

5535

5

2.5 2.5

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 55.0 percentage of the respondents that

the billing of B.S.N.L is highly satisfied, 35.0 percentage of the 5respondents that

the billing of B.S.N.L is satisfied, 5.0 percentage of the respondents that the billing

of B.S.N.L is neutral, 2.5 percentage of the respondents that the billing of B.S.N.L is

dissatisfied, 2.5 percentage of the respondents that the billing of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the billing of

B.S.N.L is highly satisfied.

6. HOW SATISFIED ARE YOU WITH THE HANDSET OF BSNL?

Table-4.6

OPINION POOL NO OF RESPONDENTS PERCENTAGE

59

HIGHLY SATISFIED 120 60.0

SATISFIED 60 30

NEUTRAL 10 5.0

DISSATISFIED 6 3.0

HIGHLY DISSATISFIED 4 2.0

TOTAL 200 100.0

60

30

53 2

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 60.0 percentage of the respondents that

the handset of B.S.N.L l is highly satisfied, 30.0 percentage of the respondents that

the handset of B.S.N.L is satisfied, 5.0 percentage of the respondents that the

handset of B.S.N.L is neutral, 3 percentage of the respondents that the handset of

B.S.N.L is dissatisfied, 2.0 percentage of the respondents that the handset of

B.S.N.L is highly dissatisfied. We can conclude that majority were opinioned that,

the handset of B.S.N.L is highly satisfied.

7. HOW SATISFIED ARE YOU WITH THE QUALITY OF SERVICE OF

BSNL?

Table-4.7

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 70 35.0

60

SATISFIED 60 30.0

NEUTRAL 10 5.0

DISSATISFIED 28 14.0

HIGHLY DISSATISFIED 32 16.0

TOTAL 100 100.0

35

30

5

14

16

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 35.0 percentage of the respondents that

the quality of services of B.S.N.L is highly satisfied, 30.0 percentage of the

respondents that the quality of services of B.S.N.L is satisfied, 5.0 percentage of

the respondents that the quality of services of B.S.N.L is neutral, 14 percentage of

the respondents that the quality of services of B.S.N.L is dissatisfied, 16.0

percentage of the respondents that the quality of services of B.S.N.L is highly

dissatisfied. We can conclude that majority were opinioned that, the quality of

services of B.S.N.L is highly satisfied.

8. HOW SATISFIED ARE YOU WITH THE INTERNET OF BSNL?

Table-4.8

OPINION POOL NO OF RESPONDENTS PERCENTAGE

61

HIGHLY SATISFIED 120 60.0

SATISFIED 30 15.0

NEUTRAL 30 15.0

DISSATISFIED 5 2.5

HIGHLY DISSATISFIED 5 2.5

TOTAL 200 100.0

60

15

15

2.5

2.5

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 60.0 percentage of the respondents that

the internet of B.S.N.L is highly satisfied, 15.0 percentage of the respondents that

the internet of B.S.N.L is satisfied, 15.0 percentage of the respondents that the

internet of B.S.N.L is neutral, 2.5 percentage of the respondents that the internet of

B.S.N.L is dissatisfied, 2.5 percentage of the respondents that the internet of

B.S.N.L is highly dissatisfied. We can conclude that majority were opinioned that,

the internet of B.S.N.L is highly satisfied.

9. HOW SATISFIED ARE YOU WITH THE CALL CHARGES OF BSNL?

Table-4.9

OPINION POOL NO OF RESPONDENTS PERCENTAGE

62

HIGHLY SATISFIED 30 15.0

SATISFIED 50 25.0

NEUTRAL 60 30.0

DISSATISFIED 35 17.5

HIGHLY DISSATISFIED 25 12.5

TOTAL 200 100.0

15

25

30

17.5

12.5

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 15.0 percentage of the respondents that

the call charges of B.S.N.L is highly satisfied, 25.0 percentage of the respondents of

B.S.N.L is satisfied, 30.0 percentage of the respondents of B.S.N.L is neutral, 17.0

percentage of the respondents of B.S.N.L is dissatisfied, 12.0 percentage of the

respondents of B.S.N.L is highly dissatisfied. We can conclude that majority were

opinioned that, the call charges of B.S.N.L are neutral.

10. HOW SATISFIED ARE YOU WITH THE VALUE ADDED SERVICE?

Table-4.10

OPINION POOL NO OF RESPONDENTS PERCENTAGE

63

HIGHLY SATISFIED 35 17.5

SATISFIED 60 30.5

NEUTRAL 30 15.0

DISSATISFIED 40 20.0

HIGHLY DISSATISFIED 35 17.0

TOTAL 200 100.0

17.5

30.5

15

20

17

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 17.0 percentage of the respondents that

the value added service of B.S.N.L is highly satisfied, 30.0 percentage of the

respondents of B.S.N.L is satisfied, 15.0 percentage of the respondents that of

B.S.N.L is neutral, 20.0 percentage of the respondents that of B.S.N.L is dissatisfied,

17.0 percentage of the respondents that B.S.N.L is highly dissatisfied. We can

conclude that majority were opinioned that, the value added service of B.S.N.L is

satisfied.

11. HOW SATISFIED ARE YOU WITH THE OVERALL?

Table-4.11

OPINION POOL NO OF RESPONDENTS PERCENTAGE

64

HIGHLY SATISFIED 30 15.0

SATISFIED 65 32.0

NEUTRAL 30 15.0

DISSATISFIED 40 20.0

HIGHLY DISSATISFIED 36 18

TOTAL 200 100.0

15

32

15

20

18

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that 15.0 percentage of the respondents that

the overall of B.S.N.L is highly satisfied, 32.0 percentage of the respondents that

the overall of B.S.N.L is satisfied, 15.0 percentage of the respondents that the

overall of B.S.N.L is neutral, 20.0 percentage of the respondents that the overall of

B.S.N.L is dissatisfied, 18.0 percentage of the respondents that the overall of

B.S.N.L is highly dissatisfied. We can conclude that majority were opinioned that,

the overall of B.S.N.L is satisfied.

12. DOES THE BILL SPECIFY ALL THE DETAILS ABOUT THE USAGE

OF THE BSNL?

Table-4.12

65

OPINION POOL NO OF RESPONDENTS PERCENTAGE

YES 3 1.5

NO 197 98.5

TOTAL 200 100.0

1.5

98.5

YESNO

The total sample size was 200 outlets in our analysis we has been 1.5

percentage opinioned that the bill specify all the details about the usage of the

B.S.N.L and 98.5 percentage opinioned that have doesn’t specify all the details

about usage of the B.S.N.L. we can conclude that majority were opinioned that,

have doesn’t specify all the details about usage of the B.S.N.L.

13. DO YOU RECEIVE YOUR BILL ON TIME?

Table-4.13

OPINION POOL NO OF RESPONDENTS PERCENTAGE

REGULAR 130 65.0

66

MOSTLY 50 25.0

NEUTRAL 6 3.0

RARELY 10 5.0

IRREGULAR 4 2.0

TOTAL 200 100.0

65

25

35 2

REGULARMOSTLYNEUTRALRARELYIRREGULAR

From the above table, it shows that 65.0 percentage of the respondents that

receives the bill on time is regular, 25.0 percentage of the respondents that

receives the bill on time is mostly, 3.0 percentage of the respondents that receives

the bill on time is neutral, 20.0 percentage of the respondents that the overall of

B.S.N.L is dissatisfied, 18.0 percentage of the respondents that the overall of

B.S.N.L is highly dissatisfied. We can conclude that majority were opinioned that,

the overall of B.S.N.L is satisfied.

14. PLEASE RANK YOUR PREFERENCE TO PAY YOUR BSNL BILL?

Table-4.14

OPINION POOL NO OF RESPONDENTS PERCENTAGE

NEAREST BANK 3 1.5

67

PICKUP BOY 6 3.0

COLLECTION CENTER 180 90.0

DROP BOXES 1 0.5

OTHERS 10 5.0

TOTAL 200 100.0

1.5

3

90

0.55

NEAREST BANKPICKUP BOYCOLLECTION CENTERDROP BOXESOTHERS

From the above table, it shows that 1.5 percentage of the respondent that

they pay his bills through nearest banks, 3.0 percentages of the respondents that

they pay his bills through pickup boys, and 90.0 percentages of the respondents

that they pay receives the bills through collection centers, 0.5 percentages of the

respondents that they pay his bills through others. We can conclude that majority

were opinioned that, pay their bills through collection centers.

15. ARE YOU AWARE OF THE INTERNET FACILITY AVAILABLE IN

THE BSNL?

Table-4.15

OPINION POOL NO OF RESPONDENTS PERCENTAGE

68

YES 200 100.0

NO 0 0

TOTAL 200 100.0

100

YESNO

The total sample size was 200 outlets in our analysis we has been 100

percentage opinioned that, they aware of internet facility available in B.S.N.L, 0.0

percentage opinioned that, they didn’t aware of internet facility available in

B.S.N.L. We can conclude that majority were opinioned that, aware of the internet

facility available in the B.S.N.L.

16. IF YES, WHICH INTERNET CONNECTION OF BSNL DO YOU

PREFER MOST?

Table-4.16

OPINION POOL NO OF RESPONDENTS PERCENTAGE

DIAL-UP(SANCHAR NET) 8 4.0

69

DIAL-UP(NET ONE) 7 3.5

BROADBAND 160 80.0

OTHERS 25 12.5

TOTAL 200 100.0

43.5

80

12.5

DIAL-UP(SANCHAR NET)DIAL-UP(NET ONE)BROADBANDOTHERS

From the above table, it shows that 80 percentage of the respondents

opinioned that, they using broadband, 4.0 percentage of the respondents opinioned

that, they using dial-up (sanchar net), 3.5 percentage of the respondents opinioned

that. Hence we can conclude that, majority of people using broadband connection

of B.S.N.L.

17. DOES THE BANDWIDTH PROVIDED FOR THE INTERNET IS

ENOUGH FOR YOUR USAGE?

Table-4.17

OPINION POOL NO OF RESPONDENTS PERCENTAGE

YES 110 55.0

NO 90 45.0

70

TOTAL 200 100.0

55

45YESNO

The total sample size was 200 outlets in our analysis we has been 55

percentage opinioned that ,the bandwidth provided for the internet is enough for

usage, 45.0 percentage opinioned that, the bandwidth provided for the internet is

not enough for usage. We can conclude that majority were opinioned that,

bandwidth provided for the internet is enough for usage.

18. HOW WOULD YOU RATE THE INTERNET CHARGES IN BSNL WHEN

COMPARED TO OTHER INTERNET SERVICE PROVIDERS?

Table-4.18

OPINION POOL NO OF RESPONDENTS PERCENTAGE

VERY HIGH 80 40.0

HIGH 70 35.0

MEDIUM 20 10.0

71

LOW 14 7.0

VERY LOW 16 8.0

TOTAL 200 100.0

40

35

10

7

8

VERY HIGHHIGHMEDIUMLOWVERY LOW

From the above table, it shows that 40 percentage of the respondents that,

the internet charges in B.S.N.L is very high, 35.0 percentage of the respondents

that, the internet charges in B.S.N.L is high, 10.0 percentage of the respondents

that, the internet charges in B.S.N.L is medium, 7.0 percentage of the respondents

that , the internet charges in B.S.N.L is low,8.0% of the respondents that , the

internet charges in B.S.N.L is very low. We can conclude that majority were

opinioned that, the internet charges B.S.N.L is very high.

19. HOW DO YOU FEEL ABOUT THE CUSTOMER CARE IN BSNL?

Table-4.19

OPINION POOL NO OF RESPONDENTS PERCENTAGE

HIGHLY SATISFIED 55 27.5

SATISFIED 63 31.5

NEUTRAL 15 7.5

DISSATISFIED 34 17.0

HIGHLY DISSATISFIED 33 16.5

TOTAL 200 100.0

72

27.5

31.5

7.5

17

16.5

HIGHLY SATISFIEDSATISFIEDNEUTRALDISSATISFIEDHIGHLY DISSATISFIED

From the above table, it shows that, 27.5 percentage of the respondents

that, the customer care in B.S.N.L is highly satisfied, 31.5 percentage of the

respondents that, the customer care in B.S.N.L is satisfied, 7.5 percentage of the

respondents that, the customer care in B.S.N.L is neutral, 17.0 percentage of the

respondents that, the customer care in B.S.N.L is dissatisfied, 16.5 percentage of

the respondents that, the customer care in B.S.N.L is highly dissatisfied. We can

conclude that majority were opinioned that, the customer care in B.S.N.L is

satisfied.

20. HOW DO YOU FEEL ABOUT THE CALL CHARGES OF BSNL WHEN

COMPARED TO OTHER SERVICE PROVIDERS?

Table-4.20

OPINION POOL NO OF RESPONDENTS PERCENTAGE

VERY HIGH 30 15.0

HIGH 25 12.5

MEDIUM 120 60.0

LOW 20 10.0

VERY LOW 5 2.5

TOTAL 200 100.0

73

15

12.5

60

10

2.5

VERY HIGHHIGHMEDIUMLOWVERY LOW

From the above table, it shows that, 15.0 percentage of the respondents

that, the call charges of B.S.N.L is very high, 12.5 percentage of the respondents

that, the call charges of B.S.N.L is high, 60.0 percentage of the respondents that,

the call charges of B.S.N.L is medium, 10.0 percentage of the respondents that, the

call charges of B.S.N.L is low, 2.5 percentage of the respondents that, the call

charges of B.S.N.L is very low. We can conclude that majority were opinioned that,

call charges of B.S.N.L is medium.

21. IN WHICH ARE OF BSNL DO YOU FREQUENTLY ENCOUNTER

PROBLEMS?

Table-4.21

OPINION POOL NO OF RESPONDENTS PERCENTAGE

BILLING 10 5.0

CONNECTIVITY 77 38.5

CUSTOMER CARE 45 22.5

SERVICE QUALITY 68 34.0

TOTAL 200 100.0

74

5

38.5

22.5

34

BILLINGCONNECTIVITYCUSTOMER CARESERVICE QUALITY

From the above table it shows that, 5.0 percentage of the respondents that,

the B.S.N.L frequently encounter problem is billing, 38.5 percentage of the

respondents that, the B.S.N.L frequently encounter problem is connectivity, 22.5

percentage of the respondents that, the B.S.N.L frequently encounter problem is

customer care, 34.0 percentage of the respondents that, the B.S.N.L frequently

encounter problem is service quality. We can conclude that majority were

opinioned that, the B.S.N.L frequently encounter problem is connectivity.

5.1 SUMMARY

In this chapter the overall summary was given briefly to understand the

total project at glance. The project entitled “A Study on Customer Satisfaction for

b.s.n.l landline and mobile services” with reference to” BHARAT SANCHAR NIGAM

LIMITED, Visakhapatnam” has been divided into five chapters to arrange the total

information in perfect manner.

First chapter includes the introduction, need for the study, objectives of the

study and limitations of the study. Through this chapter we can know the overview

of the BHARATH SANCHAR NIGAM LIMITED i.e. detailed manner. In the Introduction

(1.1). The details of the products and services supplied by a company meet or

surpass customer expectation. Industry, growth of the industry and the major

players of the industry and total details of the B.S.N.L. After giving the topic the

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details of the company, the topic introduction was given like the definition of the

topic collected from different sources and the definition, the importance of the

study and use of the study to the company were clearly explained. This help to

understand why the researcher has chosen the topic as his project.

Customer satisfaction survey further illuminates the relationship between

the customer experience and business performance. Around the world, consumers

expect better service quality. It confirms that consumers are more likely to leave a

provider because of poor service than for any other reason. It also reveals that

service quality is the most powerful factor, more influential than price in choosing

providers or to do business with them.

Customer satisfaction ratings can have powerful effects. They focus

employees on the importance of fulfilling customers’ expectations. Furthermore,

when these ratings dip, they warn of problems that can affect sales and

profitability. These metrics quantify an important dynamic. When a brand has loyal

customers, it gains positive word-of-mouth marketing, which is both free and highly

effective. Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative measures of

satisfaction.

In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations are a key

factor behind satisfaction. When customers have high expectations and the reality

falls short, they will be disappointed and will likely rate their experience as less

than satisfying. For this reason, a luxury resort, for example, might receive a lower

satisfaction rating than a budget motel—even though its facilities and service

would be deemed superior in 'absolute' terms.

Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most frequently

collected indicators of market perceptions. Their principal use is twofold.

Within organizations, the collection, analysis and dissemination of these

data send a message about the importance of tending to customers and ensuring

that they have a positive experience with the company’s goods and services.

Although sales or market share can indicate how well a firm is performing

currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s

customers will make further purchases in the future. Much research has focused on

the relationship between customer satisfaction and retention. Studies indicate that

the ramifications of satisfaction are most strongly realized at the extremes." On a

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five-point scale, "individuals who rate their satisfaction level as '5' are likely to

become return customers and might even evangelize for the firm. (A second

important metric related to satisfaction is willingness to recommend. This metric is

defined as "The percentage of surveyed customers who indicate that they would

recommend a brand to friends." When a customer is satisfied with a product, he or

she might recommend it to friends, relatives and colleagues. This can be a powerful

marketing advantage.) "Individuals who rate their satisfaction level as '1,' by

contrast, are unlikely to return. Further, they can hurt the firm by making negative

comments about it to prospective customers. Willingness to recommend is a key

metric relating to customer satisfaction.

The BSNL, which is the Government origination, is successful because of

mass survey conducted through the sales force. By following different effective

strategies and planning procedures it is running its business successfully. So it is

enjoying high customer loyalty as there is high customer satisfaction. Hence

customer satisfaction is one of the key elements for achieving good results.

After the introduction the “Need for the Study (1.2)” has been explained

briefly. In this, why the investigator has chosen that the topic and what can she

gets from that study and how it is useful to him is explained briefly. Because

without any need the study will not be conducted. In the modern era building

customer satisfaction and loyalty is a key we say to profitable business. The current

trend for businesses is to become 'customer-centric', that is, to put the customer at

the center of our business in terms of our strategies, actions and processes. Many

organizations now approach the 'lifetime value' of customers and seek to increase

it.

The importance of customer satisfaction was a hot business topic in the

1980s, as customer satisfaction was considered the best window into loyalty. It

seems self-evident that companies should try to satisfy their customers. Satisfied

customers usually return and buy more, they tell other people about their

experiences.

A market trader has a continuous finger on the pulse of customer

satisfaction. Direct contact with customers indicates what he is doing right or

where he is going wrong. Such informal feedback is valuable in any company but

hard to formalize and control in anything much larger than a corner shop. For this

reason surveys are necessary to measure and track customer satisfaction.

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In customer satisfaction research we seek the views of respondents on a

variety of issues that will show how the company is performing and how it can

improve. It is wise to cross check the internal views with a small number of depth

interviews with customers. In any customer satisfaction survey there will be quick

fixes – actions that can be taken today or tomorrow that will have immediate effect.

The purpose of customer satisfaction research is to improve customer

satisfaction and yet so often surveys sit collecting dust. Worse than that, customers

have generously given their time to assist in the survey believing that some

positive action will take place. Their expectations will have been raised. The

process of collecting the data seems easier than taking action to improve

satisfaction levels.

The key to customer retention is customer delightment. A highly satisfied

customer stays loyal longer, talks favorably about the organization and its

products; offers product or service ideas to the organization and costs less to serve

the new customers. Today more organizations are recognizing the importance of

satisfying and retaining current customers.

It is not enough to be skillful in attracting new customers, the organization

must keep them. Today’s organization must pay closer attention to the customer

defection rate (the rate at which they lose customer).

Here in case of BSNL thus the need for study on customer satisfaction is

important since it is highly depending on the customer opinions and expectations

there by using that information to change its strategies.

After explaining the need of the study the ‘Objectives of the Study (1.3)’ was

given. In this part, what information the investigator wanted collect and why she

wanted to the project in that particular company and what goal she wanted to

reach though this project has been clearly explained.

To study the overview of B.S.N.L

To determine customer preferences of landline and mobile services.

To evaluate the customer satisfaction level for mobile services as well as

landline services.

To analyze the customer opinion and satisfaction with specific reference to

BSNL.

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To suggest some guidelines for BSNL in order to provide better .

Focused services.

After explaining the objectives of the study ‘methodology’ was given in1.4.

How the total information was collected from the customers was explained in this

chapter. How the primary data and the secondary data were collected and what are

the sources are like what are the books referred and what are the websites

browsed were explained in this chapter. The information about questionnaire, how

many customers were taken as sample size, what type of sample techniques and

what are techniques used for analysis of the data also explained in this

chapter.This clearly explains the data that we are considering. Finally the

‘Limitations of the Study (1.5)’ were given in the next part. Forever study there will

be some limitation and we may call those as hurdles for the study. The limitations

may call those as hurdles for the study. The limitations may be the time limits,

financial limits or troubles from the environment. In this study environment means

the markets and the lack of awareness in the retailer.

Second Chapter includes history of telecom industry in india, genesis and growth

of the company, organization structure of the company, all the functional areas like

marketing, HR, finance and production, finally the future trends of the company.

All these functions are explained. In ‘History of telecom industry in India

(2.1) The second chapter deals with introduction of the industry. Indian telecom

sector is more than 165 years old. Telecommunications was first introduced in India

in 1851 when the first operational land lines were laid by the government near

Kolkata (then Calcutta), although telephone services were formally introduced in

India much later in 1881. Further, in 1883, telephone services were merged with

the postal system. In 1947, after India attained independence, all foreign

telecommunication companies were nationalised to form the Posts, Telephone and

Telegraph (PTT), a body that was governed by the Ministry of Communication. The

Indian telecom sector was entirely under government ownership until 1984, when

the private sector was allowed in telecommunication equipment manufacturing

only. The government concretised its earlier efforts towards developing R&D in the

sector by setting up an autonomous body – Centre for Development of Telematics

(C-DOT) in 1984 to develop state-of-the-art telecommunication technology to meet

the growing needs of the Indian telecommunication network. The actual evolution

of the industry started after the Government separated the Department of Post and

Telegraph in 1985 by setting up the Department of Posts and the Department of

Telecommunications (DoT).

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The Second Chapter includes genesis and growth of the company,

organization structure of the company, all the functional areas like marketing,

finance, HR and finally the future trends of the company.

All these functions are explained. In ‘Genesis and Growth of the Company,

the origin of the telecom industry and BSNL and its gradually growth of the

company has been explained. The growth of the company has shown year by year.

After the explanation genesis and growth of the company the Organization

Structure of the company and its importance and the use has been explained with

the organization chart of the company. By using the organization chart we can

understand the position of the management. In that company and the relation

between the superiors and subordinates in the company. The organization

structure can decided the future of the company whether it is going to be

successful or a failure one. After this ‘The Marketing Function of the company has

been explained in a very detailed manner. In the marketing strategies of the

company and the technique of the company has been explained. After the

marketing function the ‘Finance Functions of the company has been explained in a

very detailed manner. In the Financial Functions of the company and the Financial

technique of the company has been explained. After the Finance function the HR

Functions of BSNL Services has been explained. BSNL was providing health and

welfare activities. After the HR Functions the future plans of the company was

explained very clearly point by point.

BSNL should change its very strategy of acting as follower to that of

leader.

Instead of reacting to other operators move it should start acting

proactively

The overall strategy of BSNL can be of concentrating on the mobile

and broadband business in near future and to immediately phase out

loss making businesses like telegraph.

BSNL can leverage on its pan India reach and economies of scale to

achieve overall cost leadership.

At the same time capital investments can be made in next

generation networks where stress should be on Wi-Max, content

based data service and VOIP

Emphasis on organizational restructuring coupled with customer

Orientation and operational efficiency can help BSNL find place in

Asian Telecom market.

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BSNL provides a wide range of services including landline, cellular (GSM and

CDMA), Managed Services Network, MPLS VPN, VSAT, VoIP, VAS, audio, video and

web conferencing, internet and broadband services among others. The company

provides Internet services, under the brand name Sancharnet, through various

modes that include Wi-Fi, Broadband, Direct Internet Access (DIAS), ISDN and PSTN

dial-up services. The company also carries on activities of planning, installing,

network integration and maintenance of switching and transmission networks.

In ‘Genesis and Growth of the Company (2.2)’, the origin of the BSNL and its

gradually growth of the company has been explained. The growth of the company

has shown year by year. After the explanation genesis and growth of the company

the ‘Organization Structure (2.3)’ of the company and its importance and the use

has been explained with the organization chart of the company. By using the

organization chart we can understand the position of the management. In that

company and the relation between the superiors and subordinates in the company.

The organization structure can decided the future of the company whether it is

going to be successful or a failure one.

Third chapter includes the theoretical framework. In this chapter, detail

information of the customer satisfaction. In this chapter, it clearly shows that what

is satisfaction, need of internal customer satisfaction, benefits of internal customer

satisfaction, external customer-supplier relationship, satisfactions, customer value,

delivering customer value and satisfaction, internal record system, the marketing

intelligence system (MIS),customer experience, customers analysis, customer

perceived value, Measuring customer satisfaction, Seven Steps Of Customer

Satisfaction, Encourage Face-to-Face Dealings, Respond to Messages Promptly &

Keep Your Clients Informed, Be Friendly and Approachable, Have a Clearly-Defined

Customer Service Policy, Attention to Detail also known as ‘The Little Niceties,

Anticipate Client’s Needs & Go Out Of Your Way to Help Them Out, Honor Your

Promises, Role of Customer satisfaction in Marketing, it creates better teamwork

and an improved work process. The benefits of internal customer satisfaction are

as follows:

o It leads to higher output and superior quality product.

o It decreases the turnover.

o Reduced overheads, and increase customer satisfaction level’s inter

departmental.

o It enhances communication and hence helped in team building, hence there

is less wasted effort caused by lack of common purpose and poor

communication.

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o A good employee feedback survey improves employee attitude and boosts

morals

With the above development marketing has taken major shifts in the past tow

decades from the traditional production concept to product concept. TO selling

concept because of the liberalization policies adopted by many nations the markets

or developing countries are flooded buy the wide variety of products giving both to

a new concept that is selling concept. This concept holds that “Consumers and

business, if -left above, will ordinarily not bay enough of the organizations products

the organizations must therefore, undertake an aggressive selling and promotion

effort.

According to this concept the consumers must be induced to bay products more

and more with the help of effective selling and promotional tools. This philosophy

worked for the companies seeking short run results, but not for the long run.

Because if gives more emphasis to pushing the products into the markets whether

they may or may not have the potential. In recent years with the growing number

of MNC’s and domestic companies a wide assertion of products, and service were

available to the consumers. This shift in market place gave birth to a new concept

what is called marketing concept. According to this concept, the key to achieving

its organizational, goals consists of the company being more effective than

competitors in creating, delivering and communicating consumer value to its

chosen target markets.

Fourth chapter includes the Analysis and Interpretation of the Study. It contains

lot of valuable information regarding the company and also the customer has been

collected from the survey, which helped me to clearly understand the customer

satisfaction on B.S.N.L.

Fifth chapter includes the summary, findings of the study, suggestions and

conclusion which were given to the company. Summary is a tool to understand the

total study of the investigator at a glance very briefly. In this summary the details

of each and every chapter were kept to make the observer understood the total

project clearly. After the summary part the findings from the study were given. All

the findings are picked out from the interpretations of the collected data. After the

findings of the study part, the suggestions were given to observations that we have

observed through the whole project. These suggestions may be useful to rectify to

the faults of the company. Finally the conclusion that we have established through

project. Finally appendix of the analysis and data interpretation and the

bibliography were attached to the project work, which were used to complete the

project successfully.

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5.2 FINDINGS

1. A good majority of respondents (55.0%) were using B.S.N.L for personal

purpose while (45.0%) while using B.S.N.L for business purpose.

2. A good majority of respondents (30.5.0%) where “Satisfied” with the value

added services of B.S.N.L, while the least (5.0%) where “Neutral” with the

value added services of B.S.N.L.

3. A good majority of respondents (45.0%) where “Highly Satisfied” with the

Connectivity of B.S.N.L, while the least (5.0%) where “Dissatisfied” with the

connectivity of B.S.N.L.

4. A good majority of respondents (55.0%) where “Highly Satisfied” with the

billing of B.S.N.L, while the least (2.5%) where “Dissatisfied” and “Highly

Dissatisfied” with the billing of B.S.N.L.

5. A good majority of respondents (60.0%) where “Highly Satisfied” with the

handset of B.S.N.L, while the least (2.0%) where “Highly Dissatisfied” with

the handset of B.S.N.L.

6. A good majority of respondents (35.0%) where “Highly Satisfied” with the

quality of service of B.S.N.L, while the least (5.0%) where “Neutral” with the

c quality of service of B.S.N.L.

7. A good majority of respondents (60.0%) where “Highly Satisfied” with the

internet of B.S.N.L, while the least (2.5%) where “Dissatisfied” and ‘Highly

Dissatisfied’ with the internet of B.S.N.L.

8. A good majority of respondents (30.0%) where “Neutral” with the call

charges of B.S.N.L, while the least (12.0%) where “Highly Dissatisfied” with

the call charges of B.S.N.L.

9. A good majority of respondents (30.5.0%) where “Satisfied” with the value

added services of B.S.N.L, while the least (5.0%) where “Neutral” with the

value added services of B.S.N.L.

10. A good majority of respondents (32.5.0%) where “Satisfied” with the overall

of B.S.N.L, while the least (15.0%) where “Neutral” with the overall of

B.S.N.L.

11. It can be observed that majority of respondents says B.S.N.L doesn’t specify

all the details about the usage of the B.S.N.L.

12. A good majority of respondents (65.5.0%) where “Regular” with the receive

the bill on time, while the least (2.0%) where “Irregular” to receiving the

bills on time.

13. It can be observed mostly respondents should pay the bill through

collection centers some respondents only pay the bills through nearest

banks, pickup boys, drop boxes.

14. All are respondents aware of the internet facility available in the B.S.N.L.

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15. In internet connections most of the people using broadband connections

some people only using dial-up (sanchar net) and dial-up (net one).

16. Majority of people bandwidth provide for the internet is enough for usage

17. It can be observed that very high of internet charges in B.S.N.L compared to

other internet service providers.

18. A good majority of respondents satisfied with the customer care in B.S.N.L.

19. Compared with other networks call charges of B.S.N.L medium.

20. It can be observed that 38.5% opinioned, the frequently encounter problem

is connectivity, while the next 34.0% opinioned, the problem is in service

quality.

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5.3 SUGGESTIONS

1. From the research study, it has been found out that the customers are very

particular about the quality of the Telecom services and hence they want

BSNL to increase the quality of BSNL services by providing the customers an

attractive instrument with new wiring connections.

2. BSNL may also introduce some sales promotion such as cash discounts;

quality offers hence the promotional activities would further strengthen the

market share of the Company.

3. BSNL may reduce the monthly rentals and also the service tax.

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

5. Customer care of BSNL needs improvement with respect to the call handling

management.

6. BSNL may reduce the internet charges.

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5.4 CONCLUSION

BSNL being a public sector, in order to thrive and excel, I had understood about the

customer’s expectations. I also understood about their competitors and their

nuances in understanding their customers. Since communication industry is very

competitive one it is high time for BSNL to understand about their customers in

landline as well as Mobile services.

APPENDIX

87

Respected Sir/madam,

I am TADI DILEEP studying M.B.A, 3rd semester with HR

specialization in AITAM SCHOOL OF COMPUTER SCIENCES AND

MANAGEMENT (ASCAM), Tekkali. I will sure that the information provided by

you can be kept as confidentially and it is only for my academic purpose. So

please cooperate with me.

A. BASIC INFORMATION

1. Name of the Respondent:

2. Sex:

3. Age:

4. Occupation:

5. What is your average monthly income?

B. SPECIFIC INFORMATION

6. For which purpose you mostly use BSNL services?

Personal Business

7. What is your monthly average bill?

Below Rs.500 Rs. 500-1000 Rs. 1000-1500 Rs. 1500-2000 Above 2000

8. Rate the services offered by BSNL according to your satisfaction level

Services Highly

Satisfied

Satisfi

ed

Neutr

al

Dissatis

fied

Highly

Dissatisfied

Coverage

Connectivity

Billing

Handset

Quality of

Service

Internet

Call charges

Value added

service

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Overall

9. Does the bill specify all the details about the usage of the BSNL?

Yes No

10. Do you receive your bill on time?

Regular Mostly Neutral Rarely Irregular

11. Please rank your preference to pay your BSNL bill?

Nearest Bank Pickup boy Collection Center Drop Boxes Others

12. Are you aware of the internet facility available in the BSNL?

Yes No

13. If yes, which internet connection of BSNL do you prefer most?

Dial-Up (Sanchar Net) Dial-Up (Net One) Broadband Others

14. Does the bandwidth provided for the internet is enough for your usage?

Yes No

15. How would you rate the internet charges in BSNL when compared to other

internet service providers?

Very High High Medium Low Very Low

16. How do you feel about the customer care in BSNL?

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

17. How do you feel about the call charges of BSNL when compared to other

service providers?

Very High High Medium Low Very Low89

18. In which are of BSNL do you frequently encounter problems?

Billing Connectivity Customer Care Service quality

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BIBLIOGRAPHY

Books:

Kotler, P (2002),”Marketing Management”, Millennium Edition, Tenth Edition,

Prentice Hall, Inc, A Pearson Education Company, Upper Saddle River, New

Jersey ,pp.

Biplab S.Bose(2007),” Marketing Management”, First Addition, Himalaya

Publishing House.

Dr.S.L.Guptha “Brand management” (An Indian Perspective),Himalaya

publishing house

Journals:

Indian Journal of Marketing, Vol. XXXVIII. May 2008

The ICFAI Journal of Marketing Vol. I. February 2007

Reports:

Annual records and reports of the BSNL Company.

Previous project records at the company.

Websites:

www.bsnlindia.com

www.bsnl.in

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