Contents:-

Executive summeryIntroductionProfileIntresting factsNeed of the studyScope of the studyStatement of problemImportance of studyObjectives of studyMethodologyData sourceResearch approachSamplingResearch methodologySource of dataSample sizeMethod of data collectionLimitation of studyConclusionAbout projectquestionnaireFindingsSuggestion and recommendation bibliography

Executive summery

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The Telecom industry is one of the leading and fastest growing in the

world as communication plays a vital role in the world and especially in

India. It acts as a major catalyst for the economic growth. BSNL has

good brand awareness among the people. This could be attributed to its

long history in the market and continued support from the Government.

In today’s competitive world, BSNL has to provide excellent services to

attain a major market share and keep their Customers satisfied in all

aspects. This research study is useful for BSNL to understand the

expectations and requirements of Customers and can serve them in a

better way. This research was conducted from 15–05-2011 to 30-06-

2011.

The researcher has done an internship project at BSNL, Rajkot (gujrat) in

pursuance of market survey on B.S.N.L ,the samples of 200 respondents

from among the universe of BSNL users at Rajkot were selected at

random to conduct the study. The BSNL staffs who were contacted to

learn about the various BSNL packages and policies were also the

primary source of data. Questionnaire was designed after a pre-survey

interview covering all the aspects of BSNL services. Data analysis and

interpretation was done using the collected data with necessary tools

including percentage analysis, five point scale was used to grade the

opinion of the respondents .The researcher strongly believes that this

study would be helpful to the BSNL Management in knowing about the

Customers Satisfaction, Customer Perception, Customer Preferences, and

service requirements and about

iNTRODUCTION

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Bharat Sanchar Nigam Limited (known as BSNL, India Communications

Corporation Limited) is a public sector telecommunication company in

India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's

7th largest Telecommunications Company providing comprehensive

range of telecom services in India: Wire line, 3G, CDMA mobile, GSM

Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP

services, IN Services etc. Within a span of five years it has become one of

the largest public sector unit in India. BSNL has installed Quality

Telecom Network in the country and now focusing on improving it,

expanding the network, introducing new telecom services with ICT

applications in villages and wining customer's confidence. Today, it has

about 47.3 million line basic telephone capacity, 4 million WLL capacity,

20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000

BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of

Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5

Lakhs villages. It is India's largest telecommunication company with 24%

market share as on March 31, 2008. Its headquarters are at Bharat

Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It

has the status of Mini Ratna, a status assigned to reputed public sector

companies in India. BSNL is India's oldest and largest Communication

Service Provider (CSP). Currently has a customer base of 73 million as of

June 2008. It has footprints throughout India except for the metropolitan

cities of Mumbai and New Delhi which are managed by MTNL. To look

for details and to collect data for my project I worked in B.S.N.L Office

to gather full information about the system and working of whole region

and found out the facts about various processes adopted by reliance to

pay its advisors and the time period taken for this study are 2 months.

PROFILE

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COMPANY NAME: Bharat Sanchar Nigam Ltd.

HEADQUARTERS : Bharat Sanchar Bhawan,

Harish Chandra Mathur Lane,

Janpath, New Delhi

OFFICE IN RAJKOT (GUJRAT)

General manager loha nagar,telecom district Rajkot.

Pincode-38004.

STATUS: Mini Ratan (a status assigned to reputed

public sector companies in India.)

FOUNDED: 19th century, incorporated 2000

OWNER : Government of India.

Interesting Facts:

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There are 2 million BSNL mobile connections in rural

India (a record, no other connection is as famous as bsnl

in rural areas)

BSNL is the 1st company to introduce 3G in INDIA.

BSNL supplies phone lines to all other network such as

Airtel,Vodafone etc.

Largest pan India coverage-over 11000 towns & 3 lakh

Villages.

India’s No. 1 wireless service provider with more than 50 Million

customers.

An incredible speed of 2mbps is only offered by BSNL

The only Mobile service available through out the

country including Jammu and Kashmir and North

Eastern states like Arunachal Pradesh, Nagaland,

Mizoram etc.

NEED OF THE STUDY

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Customer satisfaction is must to understand the likes and dislikes of

the

customers regarding service.

To evaluate understand the channels and how they working.

To know whether customer receive the service on time, and is it full

filling their needs to the desired levels.

SCOPE OF STUDY The study helps to understand whether the customer is satisfied or

dissatisfied.

To find the various factors that causes the dissatisfaction to the

customer and overcome those by a better strategy.

To channel the distribution which will enable to reach the customer

and communicate.

This will ultimately lead to customer satisfaction.

Statement of problem

A study has been conducted in order to understand the customer opinion

and satisfaction level of various landlines and mobile services in Rajkot

Gujrat, research titled “Market survey on B.S.N.L” has been conducted.

Objectives OF THE STUDY

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To ascertain customer preferences of landline and mobile services.

To ascertain the customer satisfaction level for mobile services as well

as landline services.

To analyze the customer opinion and satisfaction with specific

reference to BSNL.

To suggest some guidelines to BSNL in order to provide better focused

service.

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

conclude about brand equity.

To learn about the brand attributes & their preferences in BSNL.

Methodology Data source

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In this study primary data and secondary data have been used. Secondary data have been collected from internet.

Research ApproachPrimary data have been collected through surveys. Data collection has

been done through the use of structured questionnaire

Sampling Convenient sampling method has been adopted for this study.

Researcher has taken samples from Rajkot (gujrat).

The researcher has chosen 200 samples from

Rajkot district.

The researcher had prepared questionnaire to elicit responses for the

following

areas

Location

Age

Occupation

Monthly income

Mobile user

Mobile service usage

RESEARCH METHODOLOGYIntroduction:

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Every business works on an explicit or implicit ‘business plan’, which

comprises of both the corporate and the competitive strategies of the firm.

To implement the above two strategies, there are functional areas, which

have their own strategies and plan. The major functional areas of

business are marketing, production, finance and human resources

management.

Marketing research plays an important role in deciding on the market

strategy by providing information necessary for choosing an appropriate

strategy. This could be termed as marketing research at the strategic level

of marketing.

Clearly marketing research is a search for answers to some questions,

which if answered would lead the company to make critical marketing

decisions on an strategic and tactical level.

It was a research conducted by me on the topic “Market survey on

B.S.N.L in Rajkot market” in which I tried to find out that if the

customer of BSNL are satisfied with products and services.

as well as landline services

To analyze the customer opinion and satisfaction with specific

reference to BSNL

To suggest some guidelines to BSNL in order to provide better

focused service

To determine the status of brand awareness & brand loyalty in

order to conclude out brand equity

To learn about the brand attributes & their preferences in BSNL

sources of data:There are two types of data

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Primary data: The primary data are collected by the survey

conducted by the questionnaire prepared by me.

The surveys were even conducted by telephone, by mail.

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

external.

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

marketing research. This includes information about the product

being researched, it’s history, company’s background, market

share, and competitors information. These types of informations

were collected from the marketing department, sales department

and corporate cell for marketing intelligence in the company.

External secondary data contains information available from public

sources such as business newspapers, business magazines.which

publishes monthly reports on various aspects of Indian economy

and Industry.

Sample size: A sample size of 200 people was taken by me to do the survey. Below is the illustration of the total sample space taken.

Total people: 200

Young people(18yrs to 25yrs)

Middle aged(25yrs to 45yrs)

Middle and old(above 45 yrs)

90 75 35

Method of collection of data:

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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 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 are very less and are 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, dealerships, franchises, 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 consumers

behaviour is recorded, usually without his/ her knowledge. So

according to the definition it is clear that in this technique of data

collection we basically observed which brand the customers are

preferring more either they are more inclined towards BSNL or any

other like the main competitors of BSNL like the bharti Airtel ,

Vodaphone, TATA, RCOM, etc.

Limitations of the study

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Study has been conducted only in few areas Rajkot (gujrat). For few questions researcher was not able to get proper response which are as follows :- Time was not sufficient to conduct detailed study. For few questions researcher was not able to get proper response which are asfollows:i. Chances of Switching.ii. Reason for Switching.iii. Monthly Income.

Conclusion:

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To conclude the research I would say that the research was done with

great effort and by using different techniques like personally interviewing

the customers, observing the trend of the of the customers to find out

about the customer satisfaction for the BSNL products Rajkot (gujrat)

market. The research will provide the BSNL officials about the state of

satisfaction in the customers mind about their products and services, like

BSNL Broadband, BSNL 3G.

THE BSNL SERVICESBSNL LANDLINE

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PHONE PLUS SERVICENEW TELEPHONE CONNECTIONPERMANENT CONNECTIONCONCESSION IN RENTALSSHIFT OF TELEPHONETRANSFER OF TELEPHONETELEPHONE TARIFFBSNL MOBILEPOSTPAIDPREPAIDUNIFIED MESSAGINGGPRS/WAP/MMSDEMOsTARIFFSMS & BULK SMSBSNL WLLINTERNET SERVICESNETWORKBROADBANDTYPES OF ACCESSWI-FICO-LOCATION SERVICEBSNL WEB HOSTINGINTERNET TARIFFDIAL UP INTERNETSMS& BULK SMS

BSNL BROADBANDREGISTER ONLINETARIFFFAQCHECK USAGEHVNETRABMNINMARSATKU-BANDTRANSPONDER

3G SERVICES POSTPAID PREPAID

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TARIFF 3G DATA

DATA COMMUNICATION RABMN INMARSAT HELP DESK

DSPT SERVICE GLOBAL CONFERENCING

HELP DESK

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TELEPHONEBSNL Landlines

Total number of

connections

WLL

Total number of

connections

Village Public

Telephones

Total Number of

connections

Public Telephone

[Local, STD&

Highway]

Total number of

connection

STD Stations

Number of STD stations

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

as on 31/5/2007

3,31,49,457

35,99,544

5,53,484

20,82,824

32,011

Mobile Services

Total number of connections 2,84,23 ,283District Headquarters Covered 608Total Number of villages Covered 19,81,418National Highway covered (Km) 51,366State Highway Covered (Km) 55,300Railway route Covered (Km) 28,658

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Some of the B.S.N.L Broadband advertisement:

Fig: 1 (Source: B.S.N.L official site)

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Fig: 2 (Source: B.S.N.L official site)

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use of boll wood stars by B.S.N.L

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BSNL3GBSNL launched their 3G service in India. 3G is next generation mobile

communication system where in which it enhances the multimedia

experience and high speed mobile broadband. It also provides the ability

to view high quality video on your mobile. You can watch your TV

program, download favorite videos, mp3 and also support video

messaging. With 3G you can download at a speed of 384 KBPS.

currently 3G is provided by BSNL and MTNL only. B.S.N.L had setup

3G experience centers where we can see the live demo and experience the

power of 3G.

BSNL CMD Kuldip Goyal said 3G services customers would have three

monthly subscription options of Rs 350, Rs 650 and Rs 1,350. Apart

from this, customers would State-owned Bharat Sanchar Nigam Ltd

(BSNL) launched next generation 3G mobile services in India. private

operators like Airtel and Vodafone are also get spectrum through auction

process. Since BSNL and MTNL are state-owned, they have the

privilege over others. As we all know, politics is sick around the globe

and seems to be worst in India also get the 3G services through a bundle

offer.

BSNL is going to offer the following services with 3G:

Video calling

Video conferencing

Rich Multimedia experience

Video on demand

Internet speeds upto 2mbps

Faster video streaming

Mobile Gaming

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Source: www.google.com

Description: Landlines, BSNL’s main business, is a shrinking market.

On top of that, it is losing share to rivals and is making huge losses:

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Market Share

Figures in million Year-on-year growth in % Figures in % 

Source: Annual report , Trai

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Source: Annual report , Trai

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a set of questionnaire is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B.S.N.L. .

Please tick ( ) your choice able box

1. Which telecom connection do you use?

(a)B.S.N.L ,(b)Others

2. Are you satisfied with B.S.N.L network ?

(a)Yes, (b)No

3. For clear sound and better coverage which telecom company do you

think best?

(a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others.

4. The telecom facility that B.S.N.L is providing is sufficient or not?

(a)Yes, (b)No.

5. Is it required to reduce further the call charge of mobile & landline

connection of B.S.N.L.

(a)Yes, (b)No.

6. Do you think that the sim and cash card of B.S.N.L is available in the

market?

(a)Yes , (b)No.

7.Do you have land line connection, if so do you want to continue it?

(a) Yes , (b)No.

8. Whose general P.C.O is best?

(a)B.S.N.L , (b)Others.

9. Do you have computer at home?

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(a)Yes , (b)No.

10. Do you have internet connection?

(a)Yes , (b)No.

11. Which internet connection do you like most?

(a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband

(d)Others.

12. Do you surf net ? Have you visited B.S.N.L sites?

(a)Yes , (b)No.

13. Are you aware of the B.S.N.L services in different field?

(a)Yes , (b)No.

14. On which telecom service do you think that you get overall

satisfaction?

(a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel ,

(f)Tata indicom.

15. Any other service / facility B.S.N.L should provide?

(a)Yes , (b)No.

PLACE:.rajkot (gujrat)

DATE:............... THANK YOU

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BSNL48%

AIRTEL12%

VODAFONE16%

RELIANCE14%

TATA6%

OTHERS4%

%AGE OF PEOPLE USING DIFFERENT NETWORK

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BSNL35%

OTHERS65%

%AGE OF PEOPLE SATISFIED WITH BSNL

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BSNL70%

AIRTEL10%

VODAFONE10%

RE-LIANC

E6%

TATA4%

%AGE OF DIFF NETWORK USED FOR PCO

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BSNL75%

OTHERS25%

%AGE OF NETWORK USED FOR INTERNET

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BSNL56%

OTHERS44%

%AGE OF PEOPLE'S AWARENESS

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YES60%

NO40%

OTHER FACILITIES OF BSNL SHOUD INTRODUCE OR NOT

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Findings

There is a significant relationship between the Age of the Customers

and Mobile Service used by the Customers.

There is a significant relationship between the Location of the

Customers and Satisfaction of BSNL Network used by the Customers.

There is a significant relationship between the Satisfaction of Cost of

BSNL and Migration of Customers.

There is a significant relationship between the Quality of Customer

service and Migration of the Customers.

There is a significant relationship between the Location of the

Customers and Satisfaction of BSNL Tariff Plan.

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

not checked or corrected for even 1month, hence there was heavy

business loss.

In the evening, lines are not getting connected since network problem

was too high.

When phone went out of order, the respondents were still charged for

calls.

Customers are very much dissatisfied with Linemen, because of

irresponsibility. (Collecting amount from customers).

Regarding Cell one respondents complained, Network is always busy

with other mobile services.

During the rainy season noise in the instrument is a problem.

Respondents felt that there was no personalized service to customers.

Customers perceived that the bills are always inflated.

Even after Surrendered the phone before 6months deposit amount was

not yet received but receiving bill.

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Customers are expecting more number of free calls.

With regards to mobile services options are limited hence customers

were switching over to other service providers.

The extensive time lag between submission of application and

receiving of a telephone connection had made some respondents switch

over to other service providers.

Customers were preferring to replace their old instrument.

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

for both Mobile and Landline.

The respondents felt that The BSNL cell ones starter pack and recharge

cards are in perennial short supply.

The respondents experienced network problems when they used

roaming to cities.

Even though customers were dissatisfied with BSNL due to Loyalty

they are still using BSNL service (For only Incoming).

One of the major irritations, as told by the respondents was that the

communication instruments provided by BSNL were of poor quality and

hence they had to face frequent problems with the instruments.

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Suggestion and recommendation BSNL Cellular Service has been rated highly among the customers.

The quality of service also rated as good by the customers. This should be

maintained.

Most of the customers opt cellular communication for their

convenience. This should be considered as important factor while

designing their marketing strategy.

Customers are expecting more value added service like internet, E-

mail, Video clips, etc. The company can make provisions for this.

The signal strength is weaker in interior places: service provider should

increase the signal strength.

The company can look into restructuring of tariff to maintain

competitive edge over rivals.

The customer care centre should pay more attention in receiving and

solving customer’s complaints.

The free incoming calls are key factor for satisfying customer. The

same strategy should follow in future also.

As the competitors are entering this field in this town the company can

formulate appropriate marketing strategy to retrain existing customers

and to attract new customers.

As the company vision is “BSNL LIMITED strives to be the preferred

provider of mobile communication services in all its area of operation.

With the visionary zeal of a customer oriented and market-driven

organization, BSNL abide by its un deterred commitment to provide

customer with viable and cost-effective solutions in the domain of its

expertise at all times” The company should stick to

this and always maintain customer satisfaction.

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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.

BSNL may also introduce some sales promotion such as cash

discounts; Quality discounts hence the promotional activities would

further strengthen the market share of the Company.

BSNL may reduce the monthly rentals and also the service tax.

Caller Id’s should be provided immediately after the Customers

requisition.

Customer care of BSNL needs improvement.

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Conclusion

BSNL being a public sector, in order to thrive and excel, have to understand about the

Customers expectations.

They also have to understand about their competitors and their nuances in

understanding their Customers.

Since Communication industry is a very competitive one it is high time for BSNL to

understand about their Customers in Landline as well as Mobile services.

Hence, from this report it is clear that BSNL is the best service provider in Asia.

BSNL provides world class State-of-art technology telecom services to its customers

on demand at competitive prices world class telecom infrastructure in its area of

operation and to contribute to the growth of the country's economy.

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Bibliography

1. BOOKS:

1. Kotler Philip,

2. Nargundkar Rajendra. Marketing Research, 3rd Edition,

Published by Tata McGraw-Hill Publishing Company Limited.

3. Kothari.c.r. Research Methodology Published by V.S. Lobri for Wishwa Prakash Eight Edition- 2004

3. WEBSITES 1. www.bsnl.co.in

2. www.yahoo.com

3. www.google.com

4. Wikipedia

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