Important: Use custom search function to get better results from our thousands of pages

Use " " for compulsory search eg:"electronics seminar" , use -" " for filter something eg: "electronics seminar" -"/tag/" (used for exclude results from tag pages)
Tags: CUSTOMER, SATISFACTION, BSNL, PRODUCTS, SERVICES, ROLE, A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY, A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY ppt, A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY pdf,
Ask More Info Of  A Seminar Ask More Info Of A Project Post Reply  Follow us on Twitter
08-02-2010, 07:01 PM
Post: #1
CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE

.do  A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY.do (Size: 1.17 MB / Downloads: 336)
A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY.
Project Report submitted by
SARAVANA PERUMAL.G
Register No: 010771037
Batch: 2005-07

SYNOPSIS
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 todayâ„¢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 May 2006- June 2006.
The researcher has done an internship project at BSNL, Chennai in pursuance of determining the brand equity for BSNL and then the customers feedback on the various products.
The samples of 250 respondents from among the universe of BSNL users at Coimbatore, tirupur and pollachi 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 regarding the various variables used, soft wares like SPSS were also used to enable efficient analysis of data.
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 the other competitors status in the market thereby helping them in improve their quality of Services offered.
INTRODUCTION
1.1 Statement of Problem
A study has been conducted in order to understand the Customers opinion and Satisfaction level of various Landlines and Mobile Services in Tamil Nadu, research titled A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY has been conducted.
1.2 Importance of the Study
In this competitive arena communication plays a vital role so the Telecom Industries are the major source for communication. BSNL, being a public sector obviously have to compete with various players like Airtel, Aircel, Reliance, Tata Indicom etc.,with their stringent rules and regulations guided by TRAI. Hence in order to understand about the customers requirements their likes and dislikes preference is sine-quo-non for BSNL.
1.3 Objectives
To ascertain the Customers preferences of Land line and Mobile Services.
To ascertain the Customers Satisfaction level for Mobile services as well as Land line 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 services.
To determine the status of brand awareness and brand loyalty in order to conclude about brand equity.
To learn about the brand attributes and their preferences in BSNL.
1.4 Scope of the Study:
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 May 2006- June 2006.
The respondents from Coimbatore, Pollachi and Tirupur have been taken for this study.
The brand equity was measured in terms of brand attribute preferences, brand awareness, brand loyalty and preferences about the brand.
1.5 Research Methodology:
DATA SOURCE:
In this study Primary data and secondary data have been used. Secondary data have been collected from Internet.
RESEARCH APPROACH:
Primary data have been collected through surveys. Personal interview technique has been used for conducting the survey. Data collection has been done through the use of Structured questionnaire.
SAMPLING:
Convenient Sampling method has been adopted for this study.
Researcher has taken respondents from Coimbatore, Pollachi and Tirupur for this study.
The researcher has chosen 145 from Coimbatore, 56 from Pollachi and 47 from Tirupur.
The researcher had prepared a Questionnaire both open and close ended questions to elicit responses for the following areas:
i. Location.
ii. Age.
iii. Occupation.
iv. Monthly Income.
v. Mobile Usage.
vi. Mobile service Usage.
1.6 Limitations of the Study:
Time was not sufficient to conduct detailed study.
study had been conducted only in a few areas of TamilNadu
For few questions researcher was not able to get proper response which are as follows:
i. Chances of Switching.
ii. Reason for Switching.
iii. Monthly Income.
iv. Comparative questions.

1.7 Chapter Scheme:
Chapter I deal with the Introduction of the project work, which includes Statement of Problem, Importance of the study, Objectives, Scope of the study, Research Methodology and Limitations of the study.
Chapter II deals with the Industry and Company Profile.
Chapter III deals with the Conceptual review.
Chapter IV deals with the Analysis and Interpretation.
Chapter V deals with the Findings and Suggestions.
Chapter VI deals with the Conclusion.
Chapter VII deals with the Bibliography.
Chapter VIII deals with the Annexure.
2.0
PROFILE
2.1 COMPANY PROFILE
On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections.
With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80 gbps,Web telephony,DIAS,VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation .
Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers.
BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNLâ„¢s standing:
The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74 billion)
Turnover of Rs. 31,400 crore ( US $ 7.14 billion)
Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future. Today, BSNL is most trusted Telecom Brand of India.
OBJECTIVES
¢ To be a Lead Telecom Services Provider.
¢ Build customers confidence through quality and reliable service.
¢ Provide Bandwidth on demand.
¢ Contribute towards:
i. National Plan Target of 250 million subscriber base for the country by December 2007.
ii. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004.
iii. Telephone in all villages.
iv Implementation of Triple play as a regular commercial proposition.
Organization Chart of BSNL:
Revenue
The Department of Telecom operations now known as BSNL has shown sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.
Capital Investment
Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 1986-87 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This investment has been financed mainly by the internal accruals. The planned capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).


Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus & Plants etc.
Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is certainly on a financial ground that's sound.
The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores (US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $ 7.60 billion) in 2004-05.
When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world class telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation.
Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow.
Here is an overview of the World Class services offered by the BSNL:
Basic Telephone Services The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.
BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added.
Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name includes Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no ˜172233™, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service.
BSNL also offers Web hosting and co-location services at very cheap rates.
ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing.
Intelligent Network
Intelligent Network Service (In Service) 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
I-Net
India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.
Leased Lines & Datacom
BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs).
Cellular Mobile Service
BSNLâ„¢s GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).
Wireless in Local Loop This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange.
Countrywide WLL is being offered in areas that are non-feasible for the normal network.
Helping relieve congestion of connections in the normal cable/wire based network in urban areas.
Connecting the remote and scattered rural areas.
Limited mobility without any air-time charge
PROJECTS RECENTLY IMPLEMENTED/UNDER DEVELOPMENT
¢ National Internet Backbone of BSNL
¢ Voice over IP
¢ Broadband Services - ADSL & High Speed Internet
¢ Managed Leased Line Network (MLLN)
¢ Access Network - LMDS, DLCs, RLC etc.
¢ Internet Exchange Points - IXP & Internet Data Centers (IDC)
¢ E-Commerce
Telephone
Basic Telephone (Bfone)
Total Number of connections as on 30.04.2006 3,51,55,749
WLL (Tarang)
Total Number of connections as on 30.04.2006 25,95,807
Village Public Telephones
Total Number of Telephones as on 31.03.2006 5,35,325
Public Telephones (Local, STD and Highway)
Total Number of Public Telephones as on 31.03.2006 20,64,174
STD Stations
Number of STD Stations as on 31.03.2006 31,915
Transmission Systems as on 31.03.2006
Transmission Systems
Digital
(Route kms)
(Route kms)
Coaxial 6,024
Microwave 63,730
UHF 45,130
Optical Fiber 4,80,196
Satellite Based Services (as on 31.03.2006)
MCPC-VSATs 201
IDR Systems (2 Mb/ 8 Mb) 64/17
Mobile Services

(As on 30.04.2006)
¢ Total number of connections - 1,75,92,364
(As on 30.04.2006)
¢ District Headquarters covered - 592
¢ Total number of villages covered - 1,39,021
¢ National Highway covered (Km) - 45,438
¢ State Highway covered (Km) - 31,339
¢ Railway route covered (Km) - 15,730
Customer Care

Several Steps have been taken at BSNL to augment the quality of customer care to international standards.
Access round the clock help at following toll free numbers
¢ Dataone Broadband '1600-424-1600'
¢ PSTN Call Center '1500' (in select states)
¢ Sancharnet Help Desk '1957'
¢ CellOne all India Help '9400024365'
All BSNL Customer Service Centers (CSCs) now remain open on all seven days from 8.00 AM to 8.00 PM without any break for all activities.
Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience.
Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country.
With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for.
Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished.
Pagers being given to outdoor staff in a phased manner for speedy rectification of faults.
Majority of the local network is built up on jelly filled and OFC for trouble free service.
Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.
Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant.
Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables.
Establishing call centers across the nation to provide single window solutions and convenience to customers.
Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic.
Application Forms for new connections have been made free of charge for all services.
Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads.
Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs).
More than one Public Call Office (PCO) permitted at the same premises.
Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer.
3.0
CONCEPTUAL REVIEW
MARKETING MANAGEMENT
DEFINITION:
Marketing management is the practical application of marketing techniques. It is the analysis, planning, implementation, and control of programs designed to create, build, and maintain mutually beneficial exchanges with target markets. The marketing manager has the task of influencing the level, timing, and composition of demand in way that will achieve organizational objectives.
BRAND EQUITY
What is brand equity
The goal of the brand leadership paradigm is to create strong brands “ but what is a strong brand, anyway In Managing Brand Equity, brand equity was defined as the brand assets (or liabilities) linked to a brand™s name and symbol that add to (or subtract from) a product or service. These assets can be grouped into four dimensions: brand awareness, perceived quality, brand associations, and brand loyalty. These four dimensions guide brand development, management and measurement.
Brand awareness:
Brand awareness is an often undervalued asset; however, awareness has been shown to affect perceptions and even taste. People like the familiar and are prepared to ascribe all sorts of good attitudes to items that are familiar to them. The Intel Inside campaign has dramatically transferred awareness into perceptions of technological superiority and market acceptance.
Perceived quality
Perceived quality is a special type of association, partly because it influences brand associations in many contexts and partly because it has been empirically shown to affect profitability (as measured by both ROI and stock return).
Brand associations
Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand.
Brand loyalty
Brand loyalty is at the heart of any brandâ„¢s value. The concept is to strengthen the size and intensity of each loyalty segment. A brand with a small but intensely loyal customer base can have significant equity.
Brand Preference
The stage of brand loyalty at which a brand will select a particular brand but will choose a competitorâ„¢s brand if the preferred brand is unavailable. See Brand insistence; Brand recognition.
Customer Satisfaction
If the customer's expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer's expectations are not met, customer dissatisfaction will result. And the lower the satisfaction level, the more likely the customer is to stop buying from the firm.
4.0
ANALYSIS AND INTERPRETATIONS
PROFILE OF THE SAMPLE RESPONDENTS
LOCATION
Frequency Percent Valid Percent Cumulative Percent
Valid COIMBATORE 145 58.0 58.0 58.0
POLLACHI 57 22.8 22.8 80.8
TIRUPUR 48 19.2 19.2 100.0
Total 250 100.0 100.0
TABLE: 1
CHART: 1
INFERNCE:
As the Table depicts, a good majority of the respondent (58%) of consumers belongs to Coimbatore while Tirupur is the least (0.4%).
AGE
Frequency Percent Valid Percent Cumulative Percent
Valid bet 20-30 51 20.4 20.4 20.4
bet 31-35 100 40.0 40.0 60.4
bet 36-40 46 18.4 18.4 78.8
bet 41-50 33 13.2 13.2 92.0
above 50 20 8.0 8.0 100.0
Total 250 100.0 100.0
TABLE: 2
CHART: 2
INFERNCE:
As the Table depicts, a good majority of the respondent (40.0%) were in the age group of (Between 31-35) while the age group of (Above 50) is the least (8.0%).
OCCUPATION
Frequency Percent Valid Percent Cumulative Percent
Valid Managerial 113 45.2 45.2 45.2
Business 85 34.0 34.0 79.2
Clerical 24 9.6 9.6 88.8
Manual worker 17 6.8 6.8 95.6
Student 7 2.8 2.8 98.4
Retired 2 .8 .8 99.2
Agriculture 1 .4 .4 99.6
Professional 1 .4 .4 100.0
Total 250 100.0 100.0
TABLE: 3
CHART: 3
INFERNCE:
As the Table depicts, a good majority of the respondent (45.2%) of consumers were Managers while Professionals and Agriculturalist were the least (0.4%) each.
Statistics
MONTHLY INCOME
N Valid 245
Missing 5
MONTHLY INCOME
Frequency Percent Valid Percent Cumulative Percent
Valid below 5000 27 10.8 11.0 11.0
bet 5000-10000 132 52.8 53.9 64.9
bet 10000-15000 62 24.8 25.3 90.2
bet 15000-25000 11 4.4 4.5 94.7
above 25000 13 5.2 5.3 100.0
Total 245 98.0 100.0
Missing System 5 2.0
Total 250 100.0
TABLE: 4
CHART: 4
INFERNCE:
As the Table depicts, a good majority of the respondent (53.9%) consumers monthly income is between (5000-10000), while monthly income between (15000-25000) is least (4.5%).
MOBILE USE
Frequency Percent Valid Percent Cumulative Percent
Valid YES 183 73.2 73.2 73.2
NO 67 26.8 26.8 100.0
Total 250 100.0 100.0
TABLE: 5
CHART: 5
INFERNCE:
From the above Table, it is inferred that majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.
LANDLINE USE
Frequency Percent Valid Percent Cumulative Percent
Valid YES 237 94.8 94.8 94.8
NO 13 5.2 5.2 100.0
Total 250 100.0 100.0
TABLE: 6
CHART: 6
INFERENCE:
From the above Table, it is inferred that majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.
ANALYSIS OF BRAND PREFERENCE
MOBILE SERVICE
Frequency Percent Valid Percent Cumulative Percent
Valid No mobile 67 26.8 26.8 26.8
BSNL 78 31.2 31.2 58.0
Tataindicom 1 .4 .4 58.4
Reliance 26 10.4 10.4 68.8
Airtel 25 10.0 10.0 78.8
Aircel 37 14.8 14.8 93.6
BPL/Hutch 16 6.4 6.4 100.0
Total 250 100.0 100.0
TABLE: 7
CHART: 7
INFERNCE:
As the Table depicts, a good majority of people (31.2%) are using BSNL, while Tataindicom are the least (0.4%) by considering 250 samples.
LANDLINE SERVICE
Frequency Percent Valid Percent Cumulative Percent
Valid No Landline 13 5.2 5.2 5.2
BSNL 221 88.4 88.4 93.6
Tataindicom 8 3.2 3.2 96.8
Airtel 8 3.2 3.2 100.0
Total 250 100.0 100.0
TABLE: 8
CHART: 8
INFERNCE:
As the Table depicts, a good majority of people (88.4%) are using BSNL, while Tataindicom and Airtel are the least (3.2%) each.

FAMILIAR
Frequency Percent Valid Percent Cumulative Percent
Valid Very familiar 128 51.2 51.2 51.2
Some what familiar 120 48.0 48.0 99.2
Familiar but never used it 2 .8 .8 100.0
Total 250 100.0 100.0
TABLE: 9
CHART: 9
INFERNCE:
As the Table depicts, a good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but never used.
COMPARING WITH OTHER SERVICES
Frequency Percent Valid Percent Cumulative Percent
Valid Much better 58 23.2 23.2 23.2
Some what better 99 39.6 39.6 62.8
About the same 65 26.0 26.0 88.8
Some what worse 27 10.8 10.8 99.6
Donâ„¢t know/Never used 1 .4 .4 100.0
Total 250 100.0 100.0
TABLE: 10
CHART: 10
INFERENCE:
As the Table depicts, majority of respondents (39.6%) opined BSNL is Some What Better when compared to other services, while the least number of respondents (0.4%) opined Donâ„¢t know/Never used.
AGE * MOBILE SERVICE Cross tabulation
MOBILE SERVICE Total
No mobile BSNL Tataindicom Reliance Airtel Aircel BPL/Hutch
AGE bet 20-30 Count 10 18 1 1 11 8 2 51
% within AGE 19.6% 35.3% 2.0% 2.0% 21.6% 15.7% 3.9% 100.0%
bet 31-35 Count 30 26 12 8 20 4 100
% within AGE 30.0% 26.0% 12.0% 8.0% 20.0% 4.0% 100.0%
bet 36-40 Count 11 14 6 3 5 7 46
% within AGE 23.9% 30.4% 13.0% 6.5% 10.9% 15.2% 100.0%
bet 41-50 Count 8 12 6 1 3 3 33
% within AGE 24.2% 36.4% 18.2% 3.0% 9.1% 9.1% 100.0%
above 50 Count 8 8 1 2 1 20
% within AGE 40.0% 40.0% 5.0% 10.0% 5.0% 100.0%
Total Count 67 78 1 26 25 37 16 250
% within AGE 26.8% 31.2% .4% 10.4% 10.0% 14.8% 6.4% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Age of the
Customers and Mobile Service using by the Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Age of
the Customers and Mobile Service using by the Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 37.625 24 .038
Likelihood Ratio 37.654 24 .038
N of Valid Cases 250
a.17 cells (48.6%) have expected count less than 5. The minimum expected
count is .08.
TABLE: 11
INFERNCE:
From the above Table, calculated value is (37.63) higher than the critical value (36.42) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Age of the Customers and Mobile Service using by the Customers.
CHART: 11
LOCATION * LANDLINE SERVICE Cross tabulation
LANDLINE SERVICE Total
No Landline BSNL Tataindicom Airtel
LOCATION COIMBATORE Count 7 127 6 5 145
% within LOCATION 4.8% 87.6% 4.1% 3.4% 100.0%
POLLACHI Count 4 52 1 57
% within LOCATION 7.0% 91.2% 1.8% 100.0%
TIRUPUR Count 2 42 1 3 48
% within LOCATION 4.2% 87.5% 2.1% 6.3% 100.0%
Total Count 13 221 8 8 250
% within LOCATION 5.2% 88.4% 3.2% 3.2% 100.0%
TABLE: 12
CHART: 12
INFERENCE:
From the above table, it explains about the BSNL Land line users in each location.
LOCATION * MIGRATION Cross tabulation
MIGRATION Total
Certain High chance Not sure Low chance Never
LOCATION COIMBATORE Count 4 3 24 40 74 145
% within LOCATION 2.8% 2.1% 16.6% 27.6% 51.0% 100.0%
POLLACHI Count 7 2 18 15 15 57
% within LOCATION 12.3% 3.5% 31.6% 26.3% 26.3% 100.0%
TIRUPUR Count 5 3 15 10 15 48
% within LOCATION 10.4% 6.3% 31.3% 20.8% 31.3% 100.0%
Total Count 16 8 57 65 104 250
% within LOCATION 6.4% 3.2% 22.8% 26.0% 41.6% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location
of the Customers and Migration of the Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Location
of the Customers and Migration of the Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 23.374(a) 8 .003
Likelihood Ratio 23.442 8 .003
N of Valid Cases 250
a. 5 cells (33.3%) have expected count less than 5. The minimum expected count is 1.54.
TABLE: 13
INFERENCE:
From the above Table, calculated value is (23.37) higher than the critical value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a significant relationship between the Location of the Customers and Migration of Customers.
CHART: 13
LOCATION * NETWORK Cross tabulation
NETWORK Total
Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied
LOCATION COIMBATORE Count 92 33 11 3 6 145
% within LOCATION 63.4% 22.8% 7.6% 2.1% 4.1% 100.0%
POLLACHI Count 14 26 9 5 3 57
% within LOCATION 24.6% 45.6% 15.8% 8.8% 5.3% 100.0%
TIRUPUR Count 9 19 10 7 3 48
% within LOCATION 18.8% 39.6% 20.8% 14.6% 6.3% 100.0%
Total Count 115 78 30 15 12 250
% within LOCATION 46.0% 31.2% 12.0% 6.0% 4.8% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location
of the Customers and Satisfaction of BSNL Network using by the Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Location
of the Customers and Satisfaction of BSNL Network using by the Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 48.112(a) 8 .000
Likelihood Ratio 49.503 8 .000
N of Valid Cases 250
a. 4 cells (26.7%) have expected count less than 5. The minimum expected count is 2.30.
TABLE: 14
INFERENCE:
From the above Table, calculated value is (48.11) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Location of the Customers and Satisfaction
of BSNL Network using by the Customers.
CHART: 14

LOCATION * CUSTOMER CARE Cross tabulation
CUSTOMER CARE Total
Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied
LOCATION COIMBATORE Count 52 46 16 10 21 145
% within LOCATION 35.9% 31.7% 11.0% 6.9% 14.5% 100.0%
POLLACHI Count 11 22 10 9 5 57
% within LOCATION 19.3% 38.6% 17.5% 15.8% 8.8% 100.0%
TIRUPUR Count 7 9 17 9 6 48
% within LOCATION 14.6% 18.8% 35.4% 18.8% 12.5% 100.0%
Total Count 70 77 43 28 32 250
% within LOCATION 28.0% 30.8% 17.2% 11.2% 12.8% 100.0%

Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location
of the Customers and Satisfaction level of BSNL Customer care.
Alternative Hypothesis [H1]: There is a significant relationship between the Location
of the Customers and Satisfaction level of BSNL Customer care.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 30.685(a) 8 .000
Likelihood Ratio 29.763 8 .000
N of Valid Cases 250
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.38.
TABLE: 15
INFERENCE:
From the above Table, calculated value is (30.69) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there
is a significant relationship between the Location of the Customers and
Satisfaction level of BSNL Customer care.
CHART: 15

COST * MIGRATION Cross tabulation
MIGRATION Total
Certain High chance Not sure Low chance Never
COST Very satisfied Count 1 1 5 8 56 71
% within COST 1.4% 1.4% 7.0% 11.3% 78.9% 100.0%
Quite satisfied Count 1 4 21 38 29 93
% within COST 1.1% 4.3% 22.6% 40.9% 31.2% 100.0%
Neutral Count 3 2 16 11 6 38
% within COST 7.9% 5.3% 42.1% 28.9% 15.8% 100.0%
Quite dissatisfied Count 6 1 12 7 10 36
% within COST 16.7% 2.8% 33.3% 19.4% 27.8% 100.0%
Very dissatisfied Count 5 3 1 3 12
% within COST 41.7% 25.0% 8.3% 25.0% 100.0%
Total Count 16 8 57 65 104 250
% within COST 6.4% 3.2% 22.8% 26.0% 41.6% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Satisfaction
of Cost of BSNL and Migration of Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Satisfaction
of Cost of BSNL and Migration of Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 104.622(a) 16 .000
Likelihood Ratio 93.631 16 .000
N of Valid Cases 250
a. 12 cells (48.0%) have expected count less than 5. The minimum expected count is .38.
TABLE: 16
INFERENCE:
From the above Table, calculated value is (104.62) higher than the critical
value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is a
significant relationship between the Satisfaction of Cost of BSNL and Migration of
Customers.
CHART: 16

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation
MIGRATION Total
Certain High chance Not sure Low chance Never
QUALITY OF CUSTOMER SERVICE Excellent Count 1 2 21 24
% within QUALITY OF CUSTOMER SERVICE 4.2% 8.3% 87.5% 100.0%
Good Count 3 2 9 19 33 66
% within QUALITY OF CUSTOMER SERVICE 4.5% 3.0% 13.6% 28.8% 50.0% 100.0%
Average Count 4 2 24 19 27 76
% within QUALITY OF CUSTOMER SERVICE 5.3% 2.6% 31.6% 25.0% 35.5% 100.0%
Poor Count 1 1 8 15 10 35
% within QUALITY OF CUSTOMER SERVICE 2.9% 2.9% 22.9% 42.9% 28.6% 100.0%
Very poor Count 8 3 15 10 13 49
% within QUALITY OF CUSTOMER SERVICE 16.3% 6.1% 30.6% 20.4% 26.5% 100.0%
Total Count 16 8 57 65 104 250
% within QUALITY OF CUSTOMER SERVICE 6.4% 3.2% 22.8% 26.0% 41.6% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Quality
of Customer service and Migration of the Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Quality
of Customer service and Migration of the Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 47.985(a) 16 .000
Likelihood Ratio 47.897 16 .000
N of Valid Cases 250
a. 10 cells (40.0%) have expected count less than 5. The minimum expected count is .77.
TABLE: 17
INFERNCE:
From the above table, calculated value is (47.99) higher than the critical
value (26.30) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Quality of Customer service and Migration
of the Customers.
CHART: 17

LOCATION * COMPARING WITH OTHER SERVICES Cross tabulation
COMPARING WITH OTHER SERVICES Total
Much better Some what better About the same Some what worse Dont know/Never used
LOCATION COIMBATORE Count 48 59 30 8 145
% within LOCATION 33.1% 40.7% 20.7% 5.5% 100.0%
POLLACHI Count 5 23 16 12 1 57
% within LOCATION 8.8% 40.4% 28.1% 21.1% 1.8% 100.0%
TIRUPUR Count 5 17 19 7 48
% within LOCATION 10.4% 35.4% 39.6% 14.6% 100.0%
Total Count 58 99 65 27 1 250
% within LOCATION 23.2% 39.6% 26.0% 10.8% .4% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location
of the Customers and Satisfaction level of BSNL compared with other Services.
Alternative Hypothesis [H1]: There is a significant relationship between the Location
of the Customers and Satisfaction level of BSNL compared with other Services.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 33.279(a) 8 .000
Likelihood Ratio 33.814 8 .000
N of Valid Cases 250
a. 3 cells (20.0%) have expected count less than 5. The minimum expected count is .19.
TABLE: 18
INFERENCE:
From the above table, calculated value is (33.28) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there is
a significant relationship between the Location of the Customers and Satisfaction
level of BSNL compared with other Services.
CHART: 18

LOCATION * TARIFF Cross tabulation
TARIFF Total
Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied
LOCATION COIMBATORE Count 71 54 14 3 3 145
% within LOCATION 49.0% 37.2% 9.7% 2.1% 2.1% 100.0%
POLLACHI Count 15 24 10 4 4 57
% within LOCATION 26.3% 42.1% 17.5% 7.0% 7.0% 100.0%
TIRUPUR Count 8 17 16 7 48
% within LOCATION 16.7% 35.4% 33.3% 14.6% 100.0%
Total Count 94 95 40 14 7 250
% within LOCATION 37.6% 38.0% 16.0% 5.6% 2.8% 100.0%
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location
of the Customers and Satisfaction of BSNL Tariff Plan.
Alternative Hypothesis [H1]: There is a significant relationship between the Location
of the Customers and Satisfaction of BSNL Tariff Plan.
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 41.203(a) 8 .000
Likelihood Ratio 40.086 8 .000
N of Valid Cases 250
a. 5 cells (33.3%) have expected count less than 5. The minimum expected count is 1.34.
TABLE: 19
INFERENCE:
From the above table, calculated value is (41.20) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there
is a significant relationship between the Location of the Customers and Satisfaction
of BSNL Tariff Plan.
CHART: 19
ANALYSIS OF BRAND ATTRIBUTES
TARIFF
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 94 37.6 37.6 37.6
Quite satisfied 95 38.0 38.0 75.6
Neutral 40 16.0 16.0 91.6
Quite dissatisfied 14 5.6 5.6 97.2
Very dissatisfied 7 2.8 2.8 100.0
Total 250 100.0 100.0
TABLE: 20
CHART: 20
INFERNCE:
From the above Table, it was inferred that majority of the respondents (38%) were Quite Satisfied with a special regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan.
NETWORK
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 115 46.0 46.0 46.0
Quite satisfied 78 31.2 31.2 77.2
Neutral 30 12.0 12.0 89.2
Quite dissatisfied 15 6.0 6.0 95.2
Very dissatisfied 12 4.8 4.8 100.0
Total 250 100.0 100.0
TABLE: 21
CHART: 21
INFERNCE:
As the Table depicts, a good majority of respondents (46%) were Very Satisfied with the Network of BSNL, while the least (4.8%) were Very Dissatisfied with the Network of BSNL.
COST
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 71 28.4 28.4 28.4
Quite satisfied 93 37.2 37.2 65.6
Neutral 38 15.2 15.2 80.8
Quite dissatisfied 36 14.4 14.4 95.2
Very dissatisfied 12 4.8 4.8 100.0
Total 250 100.0 100.0
TABLE: 22
CHART: 22
INFERENCE:
As the Table depicts, majority of respondents (37.2%) were Quite Satisfied with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (4.8%) were Very Dissatisfied with the Satisfaction level of Cost of BSNL.
CUSTOMER CARE
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 70 28.0 28.0 28.0
Quite satisfied 77 30.8 30.8 58.8
Neutral 43 17.2 17.2 76.0
Quite dissatisfied 28 11.2 11.2 87.2
Very dissatisfied 32 12.8 12.8 100.0
Total 250 100.0 100.0
TABLE: 23
CHART: 23
INFERENCE:
From the above Table, it was inferred that majority of respondents (30.8%) were Quite Satisfied with the Customer care of BSNL, while the least number of respondents (11.2%) were Quite Dissatisfied with BSNL Customer care.
ADDTIONAL PACKAGE
Frequency Percent Valid Percent Cumulative Percent
Valid Very satisfied 44 17.6 17.6 17.6
Quite satisfied 67 26.8 26.8 44.4
Neutral 95 38.0 38.0 82.4
Quite dissatisfied 33 13.2 13.2 95.6
Very dissatisfied 11 4.4 4.4 100.0
Total 250 100.0 100.0
TABLE: 24
CHART: 24
INFERENCE:
From the above Table, it was inferred that majority of respondents (38%) opined Neutral with the BSNLâ„¢s Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL.
QUALITY OF CUSTOMER SERVICE
Frequency Percent Valid Percent Cumulative Percent
Valid Excellent 24 9.6 9.6 9.6
Good 66 26.4 26.4 36.0
Average 76 30.4 30.4 66.4
Poor 35 14.0 14.0 80.4
Very poor 49 19.6 19.6 100.0
Total 250 100.0 100.0
TABLE: 25
CHART: 25
INFERENCE:
As the Table depicts, the majority of respondents (30.4%) were opined Average with special reference to the Quality of Customer Service, while the least number of respondents (9.6%) were opined Excellent with respect to the Quality of Customer Service.
MIGRATION
Frequency Percent Valid Percent Cumulative Percent
Valid Certain 16 6.4 6.4 6.4
High chance 8 3.2 3.2 9.6
Not sure 57 22.8 22.8 32.4
Low chance 65 26.0 26.0 58.4
Never 104 41.6 41.6 100.0
Total 250 100.0 100.0
TABLE: 26
CHART: 26
INFERENCE:
As the Table depicts, a good majority of respondents (41.6%) were opined Never with special respect to the chance of Migration from BSNL, while the least number of respondents (3.2%) were opined High Chance with reference to the chance of Migration from BSNL.
5.0
FINDINGS AND SUGGESTIONS
FINDINGS:
A good majority of the respondents (73.2%) were using Mobile phones while (26.8%) were not using Mobile phones.
A good majority of the respondents (94.8%) were using Landline telephone while (5.2%) were not using Landline telephone.
A good majority of people (31.2%) are using BSNL, while Tataindicom are the least (0.4%) by considering 250 samples, with respect to Mobile.
A good majority of people (88.4%) are using BSNL, while Tataindicom and Airtel are the least (3.2%) each, with respect to Landline.
A good majority of people (51.2%) are familiar with BSNL, while (0.8%) of people are familiar but have never used.
A good majority of respondents (39.6%) opined that BSNL is Some What Better when compared to other services, while the least number of respondents (0.4%) opined Donâ„¢t know/Never used.
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 Migration of 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 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 level of BSNL compared with other Services.
There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.
A good majority of the respondents (38%) were Quite Satisfied with special regards to the BSNL Tariff Plan, while the least (2.8%) number of respondents were Very Dissatisfied with respect to the BSNL Tariff Plan.
A good majority of respondents (46%) were Very Satisfied with the Network of BSNL, while the least (4.8%) were Very Dissatisfied with the Network of BSNL.
A majority of respondents (37.2%) were Quite Satisfied with special regards to the Satisfaction level of Cost of BSNL, while the least number of respondents (4.8%) were Very Dissatisfied with the Satisfaction level of Cost of BSNL.
A majority of respondents (38%) opined Neutral with the BSNLâ„¢s Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL.
The majority of respondents (30.4%) opined Average with special reference to the Quality of Customer Service, while the least number of respondents (9.6%) opined Excellent with respect to the Quality of Customer Service.
A good majority of respondents (41.6%) opined Never with special respect to the chance of Migration from BSNL, while the least number of respondents (3.2%) opined High Chance with reference to the chance of Migration from BSNL.
Customers were felt that monthly rental was too high hence the reason that most of them were surrendering.
Recharge card rates are very high so make some arrangements to make recharge cards available at cheaper rates.
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.
Due to non-availability of CUG connections to all, most of the customers surrendered BSNL and migrated to Airtel.
Customers perceived that the bills are always inflated.
Due to excessive rules and regulations for operating 1rupee coin telephones customers are not willing to buy and they are preferring Airtel and Reliance.
Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill.
Customers are expecting more number of free calls.
In Pollachi network is not proper inside the house so Customers were very much dissatisfied.
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.
Due to the maturity and easy availability of Mobile service most of the customers were surrendered their landline connection.
Due to limited number of linemen, faults were not immediately attended to, hence customers were very much dissatisfied.
Customers were preferring to replace their old instrument.
It was brought to notice of the researcher that prepaid SIM cards took up to 10 days for activation.
There is not much awareness among the Customerâ„¢s regarding the facilities which are provided by BSNL, so effective media campaign is a must to enhance the awareness level.
Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline.
The respondents felt that the number of payment service counters was inadequate, hence more payment counters should be made available.
Students are not much interested in BSNL Cell one because of non-availability of SMS facilities.
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.
The respondents suggested that simple value added such as display of last call rate and balance amount should be made available by BSNL.
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.
SUGGESTIONS:
From the research study, it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want BSNL to increase the Quality of BSNL services by providing the Customers an attractive instrument with new wiring connections.
Customers were unaware about the new schemes provided by BSNL, so effective media campaign is a must to enhance the awareness level.
Recharge coupons were available only at higher rates when compared with other brands, so BSNL may take some steps to provide recharge coupons at lower rates with various denominations.
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.
BSNL may introduce free service of SMS regarding Cell one.
Caller Idâ„¢s should be provided immediately after the Customers requisition.
Customer care of BSNL should be improved a lot.
BSNL should take steps to curb the corrupt practices of the Linemen.
BSNL may introduce CUG connection like other services so that they may retain their first position in the market.
6.0
CONCLUSION
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.
7.0
BIBLIOGRAPHY
BIBLIOGRAPHY
PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLER
- RAJAN SAXENA
MARKETING RESEARCH - DAVID A.AAKER
- GEORGE S. DAY
RESEARCH METHODOLOGY - KOTHARI C.R.
WEBSITES:
1. http://www.bsnl.co.in
2. http://www.yahoo.com
3. http://www.google.com
8.0
ANNEXURE
1. What is your Age
a. Between 20-30. b. Between 31-35. c. Between 36-40.
d. Between 41-50. e. Above 50.
2. Which of these best describes your job
a. Managerial
b. Professional
c. Clerical
d. Manual Worker
e. Student
f. Retired
g. Agriculture
3. Under which category you belong to regarding your Monthly Income
a. Below 5000. b. Between 5000-10000. c. Between 10000-15000.
d. Between 15000-25000. e. Above 25000.
4. Are you using mobile services
a. Yes
b. No
5. And which of the following mobile services you are using currently
a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Aircel.
f. BPL\Hutch.
g. Any other please mention
6. Which of the following Landline Services you are using currently
a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Any other please mention.
7. How familiar are you with BSNL Services
a. Very familiar (use on regular basis).
b. Some what familiar (use it only some times).
c. Familiar but never used it.
d. Never heard of service before.
8. How satisfied are you with the Tariff plan of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
9. How satisfied are you with the network of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
10. How satisfied are you with the cost of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
11. How satisfied are you with the customer care of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
12. How satisfied are you with the additional packages of BSNL
a. Very satisfied
b. Quite satisfied
c. Neutral
d. Quite dissatisfied
e. Very dissatisfied
13. In thinking about your most recent with others was the Quality of the BSNL Customer Service you received:
a. Excellent.
b. Good.
c. Average.
d. Poor.
e. Very poor.
14. Compared with others would you say that BSNL is
a. Much better.
b. Some what better.
c. About the same.
d. Some what worse.
e. Donâ„¢t know (or) Never used.
15. [a]. All things considered over the next 12 months how likely are you to replace your current Service
a. Certain.
b. High chance.
c. Not sure.
d. Low chance.
e. Never.
[b]. If you are looking to replace your current Service what are some of the reasons for doing so
TABLE OF CONTENTS
S.NO. CONTENTS PAGE NUMBER

LIST OF TABLES
LIST OF CHARTS
1
3
1.0
INTRODUCTION
1.1 STATEMENT OF PROBLEM
1.2 IMPORTANCE OF THE STUDY
1.3 OBJECTIVES
1.4 SCOPE OF THE STUDY
1.5 RESEARCH METHODOLOGY
1.6 LIMITATIONS OF THE STUDY
1.7 CHAPTER SCHEME
5
2.0
PROFILE
2.1 COMPANY PROFILE

13
3.0
CONCEPTUAL REVIEW
24
4.0 ANALYSIS AND INTERPRETATIONS
28
5.0 FINDINGS AND SUGGESTIONS
66
6.0
CONCLUSION

74
7.0
BIBLIOGRAPHY

76
8.0
ANNEXURE

78
LIST OF TABLES
S.NO. CONTENTS PAGE NUMBER
1. Location of the Customers. 29
2. Age of the Customers. 30
3. Occupation of the Customers. 31
4. Monthly Income of the Customers. 32
5. Customers using Mobile Services or not. 34
6. Customers using Landline Services or not. 35
7. Mobile Service used by the Customers. 36
8. Landline Service used by the Customers. 37
9. Familiarity of Customers with BSNL. 38
10. Comparing BSNL with other Services. 39
11. Respondents by their Age and Mobile Services. 41
12. Respondents by their Location and Landline. 43
13. Respondents by their Location and Migration from BSNL. 45
14. Respondents by their Location and Network Coverage 47
15. Respondents by their Location and Customer Care 49
16. Respondents by their Cost and Migration from BSNL. 51
17. Quality of Customer Service and Migration from BSNL. 54
18. Respondents by their Location and Comparing with other Services 55
19. Respondents by their Location and Tariff plan Satisfaction. 57
20. Satisfaction level of Tariff Plan of BSNL. 59
21. Satisfaction level of Network Coverage of BSNL. 60
22. Satisfaction level of Cost of BSNL. 61
23. Satisfaction level of Customer Care of BSNL. 62
24. Satisfaction level of Additional Packages of BSNL. 63
25. Satisfaction level of Quality of Customer Service of BSNL. 64
26. Chances of Migration from BSNL Service. 65
LIST OF CHARTS
S.NO. CONTENTS PAGE NUMBER
1. Location of the Customers. 29
2. Age of the Customers. 30
3. Occupation of the Customers. 31
4. Monthly Income of the Customers. 32
5. Customers using Mobile Services or not. 34
6. Customers using Landline Services or not. 35
7. Mobile Service used by the Customers. 36
8. Landline Service used by the Customers. 37
9. Familiarity of Customers with BSNL. 38
10. Comparing BSNL with other Services. 39
11. Respondents by their Age and Mobile Services. 42
12. Respondents by their Location and Landline. 44
13. Respondents by their Location and Migration from BSNL. 46
14. Respondents by their Location and Network Coverage 48
15. Respondents by their Location and Customer Care 50
16. Respondents by their Cost and Migration from BSNL. 52
17. Quality of Customer Service and Migration from BSNL. 54
18. Respondents by their Location and Comparing with other Services 56
19. Respondents by their Location and Tariff plan Satisfaction 58
20. Satisfaction level of Tariff Plan of BSNL. 59
21. Satisfaction level of Network Coverage of BSNL. 60
22. Satisfaction level of Cost of BSNL. 61
23. Satisfaction level of Customer Care of BSNL. 62
24. Satisfaction level of Additional Packages of BSNL. 63
25. Satisfaction level of Quality of Customer Service of BSNL. 64
26. Chances of Migration from BSNL Service. 65
1.0

Please Use Search http://seminarprojects.com/search.php wisely To Get More Information About A Seminar Or Project Topic
Rating CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE Options
Share CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE To Your Friends :- Seminar Topics Bookmark
Post Reply 

Marked Categories : bsnl product powr point, project on customer satisfaction on bsnl mobile phone users, questionnair on customer satisfication for bsnl landline customer, bsnl product, customer perception towards bsnl in network services, scope of the study of fiancial anlysis in bsnl, to study user and attitude among bsnl users for the value added services in pdf, customer satisfaction questionnaire for bsnl, bsnl customer satisfaction project, project on customer preference towards bsnl, project report customer satisfaction for bsnl users, project customer satisfaction for landline, customer satisfaction survey between bsnl and airtel, organisation structure of bsnl ppt,

[-]
Quick Reply
Message
Type your reply to this message here.


Image Verification
Image Verification
(case insensitive)
Please enter the text within the image on the left in to the text box below. This process is used to prevent automated posts.

Possibly Related Threads...
Thread: Author Replies: Views: Last Post
  CUSTOMER RELATIONSHIP MANAGEMENT full report seminar paper 4 8,149 24-11-2014 09:41 AM
Last Post: mkaasees
  Role of Regional Rural Bank (RRB’s) in the Economic Development of India project project maker 0 130 29-09-2014 10:21 AM
Last Post: project maker
  A STUDY ON INVENTORY MANAGEMENT IN SUJANA METAL PRODUCTS LIMITED” seminar code 0 118 27-09-2014 11:10 AM
Last Post: seminar code
  Customer Relationship Mangement project report project maker 0 180 16-09-2014 10:42 AM
Last Post: project maker
  A PROJECT REPORT ON JOB SATISFACTION seminar code 0 172 10-09-2014 02:16 PM
Last Post: seminar code
  A Study of Customer Satisfaction on Maruti Suzuki in Indore city Project Report seminar code 0 204 04-09-2014 10:04 AM
Last Post: seminar code
  EMPLOYEE SATISFACTION REGARDING PERFORMACE APPRAISAL AT GRASIM BHIWANI TEXTILES LIMIT seminar code 0 73 30-08-2014 10:58 AM
Last Post: seminar code
  AN EMPIRICAL STUDY OF JOB SATISFACTION LEVELS AMONG BANK MANAGERS IN NIGERIA seminar code 0 111 29-08-2014 03:07 PM
Last Post: seminar code
  Bancassurance : A Comparative Study on Customer Satisfaction Towards Public and Priva seminar code 0 88 27-08-2014 03:29 PM
Last Post: seminar code
  A PROJECT REPORT A STUDY OF CUSTOMER SATISFACTION IN MAHINDRA MOTORS, TIRUNELVELI seminar code 0 258 16-08-2014 04:56 PM
Last Post: seminar code
This Page May Contain What is CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE And Latest Information/News About CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE,If Not ...Use Search to get more info about CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE Or Ask Here

Options: