A STUDY ON CUSTOMER SATISFACTION FOR BSNL

PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING

BRAND EQUITY FOR THE COMPANY.”

Project Report submitted by

“SAMITA MEHTA”

in partial fulfillment of the requirements for the

Degree of

PGDM-CRM at
APEEJAY SCHOOL OF MANAGEMENT
Sector-8, institutional area
DWARKA

1
 ACKNOWLEDGEMENT

First of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, DELHI for giving
me an opportunity to get a practical exposure of business experience.

I am grateful to Mr. P.K Purwar DDG(CA), Ms. Arundati Panda DDG(Taxation & EF),
DDG (IA) , Mr. Jagdish Prasad Jt.DDG (Taxation), Mr. Vinay Jain(AO CA), Mr jagdish
Prasad (JAO),Mr. Rakesh Kumar (JAO), Mr. Harsh Mangla (JAO), Mr. Nandan Kumar
(JAO) ,Mr. Ish Kumar (JAO), Mr. Abdul Malik (JAO), Mr. Mehta (JAO) and all other
employees of BSNL who gave me all the moral support and care which made my project
come true.

2
 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 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 May 2008- June 2008.

The researcher has done an internship project at BSNL, Delhi 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 Gurgaon ,
Karnal and Roktak 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.

3
TABLE OF CONTENTS

CONTENTS Page No.

LIST OF TABLES 5
LIST OF CHARTS 6

INTRODUCTION 7
1.1 STATEMENT OF PROBLEM 7
1.2 IMPORTANCE OF THE STUDY
1.3 OBJECTIVES 7
1.4 SCOPE OF THE STUDY 8
1.5 RESEARCH METHODOLOGY 8
1.6 LIMITATIONS OF THE STUDY 9
1.7 CHAPTER SCHEME 9

2.1 COMPANY PROFILE 10

3.1 CONCEPTUAL REVIEW 19

4.1 ANALYSIS AND INTERPRETATIONS 21

5.1 FINDINGS AND SUGGESTIONS 48

6.1 CONCLUSION 52

7.1 BIBLIOGRAPHY 53

8.1 ANNEXURE 54

4
 LIST OF TABLES :-
1. Location of the Customers. 21

2. Age of the Customers. 22

3. Occupation of the Customers. 23

4. Monthly Income of the Customers. 24

5. Customers using Mobile Services or not. 25

6. Customers using Landline Services or not. 26

7. Mobile Service used by the Customers. 27

8. Landline Service used by the Customers. 28

9. Familiarity of Customers with BSNL. 29

10. Comparing BSNL with other Services. 30

11. Respondents by their Age and Mobile Services. 31

12. Respondents by their Location and Network Coverage 33

13. Respondents by their Location and Customer Care 35

14. Respondents by their Cost and Migration from BSNL. 36

15. Quality of Customer Service and Migration from BSNL. 38

16. Respondents by their Location and Tariff plan Satisfaction. 39

41

42

43

44

45

NL. 46

23. Chances of Migration from BSNL Service. 47

5
 LIST OF CHARTS :-
1. Location of the Customers. 21

2. Age of the Customers. 22

3. Occupation of the Customers. 23

4. Monthly Income of the Customers. 24

5. Customers using Mobile Services or not. 25

6. Customers using Landline Services or not. 26

7. Mobile Service used by the Customers. 27

8. Landline Service used by the Customers. 28

9. Familiarity of Customers with BSNL. 29

10. Comparing BSNL with other Services. 30

11. Respondents by their Age and Mobile Services. 32

12. Respondents by their Location and Network Coverage 34

13. Respondents by their Location and Customer Care 35

14. Respondents by their Cost and Migration from BSNL. 37

15. Quality of Customer Service and Migration from BSNL. 38

16. Respondents by their Location and Tariff plan Satisfaction 40

41

42

43

44

45

NL. 46

47

6
 INTRODUCTION

1.1 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 HARYANA, 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 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 , Hutch , Reliance , Tata indicom etc. with their
stringent rules and regulations guided by TRAI. Hence in order to understand about the
customer’s requirement their likes and dislikes preference is sine-quo-non for BSNL.

1.3 Objectives

 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

7
 1.4 Scope of the study

 This research study is useful for BSNL to understand the expectations and
requirements of customers to serve them in better way.
 This research was conducted from May 2008-June2008
 The respondents from Gurgaon, Karnal and Rohtak are t.aken for thus 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. 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 Gurgaon , Karnal and Rohtak
 The researcher has chosen 145 samples from Gurgaon ,57 from Karnal and 48
from Rohtak
 The researcher had prepared questionnaire to elicit responses for the following
areas

 Location
 Age
 Occupation
 Monthly income
 Mobile user
 Mobile service usage

8
 1.6 Limitations of the study

 Study has been conducted only in few areas of Haryana

 For few questions researcher was not able to get proper response which are as
follows :-

 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.

1.7 Chapter Scheme

Chapter I deal with the introduction of 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

9
Chapter VIII deals with the annexure

2.1 COMPANY PROFILE

On October 1, 2000 the department of telecom operations, Government of India became a

corporation and was christened Bharat Sanschar Nigam Limited (BSNL) . Today BSNL
is the number 1 Telecommunications company and 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, EWSP ,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 & 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 in all villages and instilling confidence among its customers.

Bharat Sanchar Nigam Ltd. has merged to shoulder the responsibilities remarkably and
deftly. Today with over 45 million line capacity , 99.9 % of its exchanges digital , nation
wide network management and surveillance system (NMSS) to control telecom traffic
and over 4,00,000 route kms. of OFS networks , BSNL 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 BSNL’s
standing :

 The telephone infrastructure alone is worth about Rs.100,000, Cr. [US $ 22.74
billion].

 Turnover of Rs.31,400 cr. [US $ 7.14 billion]

Add to which, BSNL’s nationwide coverage & 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.

10
Objectives:-

 To be a lead Telecom services provider.

 Build customers confidence through quality and reliable services.

 Provide bandwidth on demand.

 Contribute towards:

o National plan target of 10 crore subscriber base for the country by 2010

o Broadband customers base of 20 million in the country by 2010

o Telephone in all villages.

o Implementation of Triple play as a regular commercial proposition.

11
ORGANIZATION CHART OF BSNL:-

12
 CMD BSNL

DIRECTOR DIRECTOR CS&GM

DIRECTOR DIRECTOR DIRECTOR SR.DDG
FINANCE
OPERATIONS COMML&MKT PLANNING&NS HRD
(Vigilance)
(legal)
Sr.DDG (CS)
Sr.DDG (MS) Sr.DDG (ARC) Sr.DDG (EST)
Sr.DDG (PERS) CGMs
Sr.DDG Sr.DDG (BW) T.circle/
Sr.DDG (EFC) Sr.DDG (BBD) SR.DDG (ELEC) DDG (IR)
(NW&WS) MD
Sr.DDG (PF) Sr.DDG Sr.DDG (SP) DDG (RESTR)
Sr.DDG (PG)
Sr.DDG (FP) (CMTSOM) Sr.DDG (SW) DDG (SR)
Sr.DDG (IT)
Sr.DDG (BBF) DDG (CMTS) Sr.DDG (TX) DDG (TRG)
Sr.DDG (NM) Andman & Nicobar
Sr. DDG (CA) DDG (COMML) Sr.DDG (NS) CGM, ALTIC
Sr.DDG (MIS) Andhra Pradesh
Sr. DDG (IA) DDG (MKTG) DDG (Broadband) CGM,BRBRAIT
Sr DDG (TS) Assam
Sr. DDG (TRF) Sr. DDG (WS&I) DDG (REGULN) DDG (MM) T
Sr. DDG (SPF) Bihar
CGM(MTCE Reg) DDG (RN)
Chattisgarh
-ETR DDG (TF)
Gujrat
-NTR DDG (LTP)
Haryana
- STR DDG (CTF)
Himachal Pradesh
- WTR CGM (NETF)
Jhrakhand
CGM (NCES) CGM (Project)
Jammu & Kashmir
CGM (T&D) -ETP
Karnataka
-NTP
Kerala
-STP
Madhaya Pradesh
-WTP
Marashtra
CGM (QA)
North East-I
CGM (RE)
North East-II
CGM (TS)
Orrisa
CGM (TFs)
Punjab
-Jabalpur
Rajasthan
-Kolkata
Tamilnaidu
-Mumbai
Uttar Pradesh(W)
-Richhai
Uttar Pradesh (E)
Uttranchal
West Bengal
Chennai TD
Kolkata TD

Revenue earned by BSNL in last 7 years.

13
 REVENUE

2 0 0 6 -0 7
2 0 0 6 -0 7 34616 2 0 0 5 -0 6
2 0 0 5 -0 6 36138 2 0 0 4 -0 5
2 0 0 4 -0 5 33450 2 0 0 3 -0 4

2 0 0 3 -0 4 31400 2 0 0 2 -0 3
2 0 0 1 -0 2
2 0 0 2 -0 3 25293
2 0 0 0 -0 1
2 0 0 1 -0 2 22000

2 0 0 0 -0 1 19814

0 5000 10000 15000 20000 25000 30000 35000 40000

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. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments have been
financed by the internal accruals

G R O S S IN V E S T M E N T IN F IX E D A S S E T S
2 0 0 6 -0 7 8153
2 0 0 6 -0 7
2 0 0 5 -0 6 8824
2 0 0 5 -0 6
2 0 0 4 -0 5 7578 2 0 0 4 -0 5
2 0 0 3 -0 4 6538 2 0 0 3 -0 4

2 0 0 2 -0 3 12057 2 0 0 2 -0 3
2 0 0 1 -0 2
2 0 0 1 -0 2 16571
2 0 0 0 -0 1
2 0 0 0 -0 1 15784

0 2 0 0 0 4 0 0 0 6 0 0 0 8 0 0 0 1 0 0 0 01 2 0 0 01 4 0 0 01 6 0 0 01 8 0 0 0
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.

14
 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. 34616 crores in 2006-07.

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 :-

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 BSNL BROADBAND 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.

15
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.

Inet 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 Line 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 BSNL’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).

WLL 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.

16
  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

Recent News
GSM Hardware Tender:-

BSNL has trimmed down its 60 million GSM tender by 50% , where as main bidder
Ericsson has picked up its share of Order ,the second bidder NSN has not accepted order
so far.

BSNL Brands

In year, 2008, BSNL changed the name of all its existing services to streamline its Brand
portfolio

SERVICE TYPE OLD NAME NEW NAME

Landline [Wired] phones Bfone BSNL Landline

CDMA Wireless landlines/mobiles Tarang BSNL WLL

GSM Postpaid Mobiles Cell One BSNL mobile Postpaid

Dial –Up Internet Sancharnet BSNL internet

Broadband Internet Dataone BSNL Broadband

BSNL OFFERS FREE INSURANCE COVERAGE FOR CUSTOMERS :-

In the first move of its kind in the Telecom sector in India , BSNL offers free Insurance
coverage for its subscribers in case of

 Accidental Death
 Permanent total disability due to accident

The Insurance coverage scheme will be applicable for its subscribers of landline
including WLL & postpaid cellular services. The customers will be covered by Bajaj
Allianz insurance co. Ltd.

17
 The capital sum insured per connection is Rs. 50,000
 The period of insurance will be initially for 1 year from 14 January 2008.

TELEPHONE

BSNL Landlines
Total number of connections as on 31/5/2007 3,31,49,457
WLL
Total number of connections as on 31/5/2007 35,99,544
Village Public Telephones
Total Number of connections as on 31/5/2007 5,53,484
Public Telephone [Local, STD& Highway]
Total number of connections as on 31/5/2007 20,82,824
STD Stations
Number of STD stations as on 31/5/2007 32,011

Transmission Systems as on 31/3/2007

Transmission systems
DIGITAL
Route (Kms) Route(Kms)
Microwave 5340
Coaxial 6,024
UHF 45,130
Optical Fiber 5,37,727

Satellite based Services as on 31/3/2007

MCPC-VSATS 95
IDR Systems (2 Mb/8Mb) 98/23

Mobile Services as on 30/6/2007

Total number of connections 2,84,23 ,283

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

CUSTOMER CARE

18
 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 [CSC’s] now remain open on all 7 days from
8 A.M to 8 P.M 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.

19
  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.

3.1 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

BRAND
EQUITY

BRAND PERCIVED BRAND BRAND

AWARENESS
What is Brand equity? QUALITY ASSOCIATION LOYATY

20
 The goal of Brand leadership paradigm is to create 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 in to 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:
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 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 brand’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 competitor’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.

4.1 ANALYSIS AND INTERPRETATIONS

21
PROFILE OF THE SAMPLE RESPONDENTS

LOCATION

TABLE 1

Frequency Percent Valid Percent Cumulative Percent

Valid GURGAON 145 58.0 58.0 58.0
KARNAL 57 22.8 22.8 80.8
ROHTAK 48 19.2 19.2 100.0
Total 250 100.0 100.0

CHART 1
LOCATION

60
50
40
Percent

30
20
10
0
Gurgaon Karnal Rohtak
Location 58 22.8 19.2

INFERNCE:
As the Table depicts, a good majority of the respondent (58%) of consumers
belongs to Gurgaon while Rohtak is the least (19.2%).

AGE

TABLE 2

22
 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

CHART 2

AGE

40

30
Percent

20

10

0 bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50

AGE 20.4 40 18.4 13.2 8

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

TABLE 3

23
 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

CHART 3
OCCUPATION

50
45
40
35
30
Percent

25
20
15
10
5
0
Manager Busines Manual Agricultu Proffessi
Clerical Student Retired
ial s worker re onal

Occupation 45.2 34 9.6 6.8 2.8 0.8 0.4 0.4

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

24
TABLE 4

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

CHART 4

MONTHLY INCOME

60
50
40
Percent

30
20
10
0
b et 5000- b et 10000- bet 15000- above
below 5000
10000 15000 25000 25000

Monthly income 11 53.9 25.3 4.5 5.3

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

TABLE 5

Frequency Percent Valid Percent Cumulative Percent

Valid YES 183 73.2 73.2 73.2
NO 67 26.8 26.8 100.0

25
 Total 250 100.0 100.0

CHART 5

MOBILE USE

80

60
Percent

40

20

0
YES No
Mobile use 73.2 26.8

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

TABLE 6

Frequency Percent Valid Percent Cumulative Percent

Valid YES 237 94.8 94.8 94.8

26
 NO 13 5.2 5.2 100.0
Total 250 100.0 100.0

CHART 6

LANDLINE USE

100
80
60
Percent

40
20
0
YES NO
Landline use 94.8 5.2

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

TABLE 7

27
 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
Hutch 16 6.4 6.4 100.0
Total 250 100.0 100.0

CHART 7

MOBILE SERVICE

40

30
Percent

20

10

0
No BSNL Tataindi Relianc Airtel Aircel Hutch
Mobile service 26.2 31.2 0.4 10.4 10 14.8 6.4

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

TABLE 8

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

28
 Airtel 8 3.2 3.2 100.0
Total 250 100.0 100.0

CHART 8

LANDLINE SERVICE

100
80
Percent

60
40
20
0
No landline BSNL Tata indicom Airtel
Landline service 5.2 88.4 3.2 3.2

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

TABLE 9

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

29
 Familiar but never used it 2 .8 .8 100.0
Total 250 100.0 100.0

CHART 9

FAMILIAR

60

40
Percent

20

0
Some what Familiar b ut
very familiar
familiar never used

Familiar 51.2 48 0.8

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

TABLE 10

Frequency Percent Valid Percent Cumulative

Percent
Valid Much better 58 23.2 23.2 23.2

30
 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
Don’t know/Never used 1 .4 .4 100.0
Total 250 100.0 100.0

CHART 10

COMPARING WITH OTHER SERVICES

40

30
Percent

20

10

0
some what Ab out the Some what Don’t
Much b etter
b etter same worse know/never

Comparing with other services 23.2 39.6 26 10.8 0.4

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 “Don’t know/Never used”.
AGE * MOBILE SERVICE Cross tabulation
MOBILE Total
SERVICE
No mobile BSNL Tataindicom Reliance Airtel Aircel BPL/
Hutch
AGE bet 20- Count 10 18 1 1 11 8 2 51
30
% 19.6% 35.3% 2.0% 2.0% 21.6% 15.7% 3.9% 100.0%
within
AGE
bet 31- Count 30 26 12 8 20 4 100
35

31
 % 30.0% 26.0% 12.0% 8.0% 20.0% 4.0% 100.0%
within
AGE
bet 36- Count 11 14 6 3 5 7 46
40
% 23.9% 30.4% 13.0% 6.5% 10.9% 15.2% 100.0%
within
AGE
bet 41- Count 8 12 6 1 3 3 33
50
% 24.2% 36.4% 18.2% 3.0% 9.1% 9.1% 100.0%
within
AGE
above Count 8 8 1 2 1 20
50
% 40.0% 40.0% 5.0% 10.0% 5.0% 100.0%
within
AGE
Total Count 67 78 1 26 25 37 16 250
% 26.8% 31.2% .4% 10.4% 10.0% 14.8% 6.4% 100.0%
within
AGE

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
TABLE 11

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.
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

32
 30

25

20
Count

15

10

0
b et 20-30 bet 31-35 bet 36-40 b et 41-50 ab ove 50

No mob ile 10 30 11 8 8
BSNL 18 26 14 12 8
Tataindicom 1 0 0 0 0
Reliance 1 12 6 6 1
Airtel 11 8 3 1 2
Aircel 8 20 5 3 1
Hutch 2 4 7 3 0
AGE

LOCATION * NETWORK Cross tabulation

NETWORK Total

Very Quite Neutra Quite Very

satisfie satisfie l dissati dissat
d d sfied isfied

LOCATION GURGAON Count 92 33 11 3 6 145

33
 % within 63.4% 22.8% 7.6% 2.1% 4.1% 100.0%
LOCATION
KARNAL Count 14 26 9 5 3 57
% within 24.6% 45.6% 15.8% 8.8% 5.3% 100.0%
LOCATION
ROHTAK Count 9 19 10 7 3 48
% within 18.8% 39.6% 20.8% 14.6% 6.3% 100.0%
LOCATION
Total Count 115 78 30 15 12 250
% within 46.0% 31.2% 12.0% 6.0% 4.8% 100.0%
LOCATION

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
TABLE 12

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.
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: 12

34
 100

80

60

40

20

0
GURGA
KARNAL RIHTAK
ON

VERY SATISFIED 92 14 9
QUITE SATISFIED 33 26 19
NEUTRAL 11 9 10
QUITE DISSATISFIED 3 5 7
VERY DISSATISFIED 6 3 3

LOCATION * CUSTOMER CARE Cross tabulation

CUSTOMER CARE Total

Very Quite Neutr Quite Very

satisfi satisfi al dissa dissa
ed ed tisfie tisfie
d d
LOCATION COIMBATOR Count 52 46 16 10 21 145
E % within 35.9 31.7 11.0 6.9% 14.5 100.0
LOCATION % % % % %
POLLACHI Count 11 22 10 9 5 57
% within 19.3 38.6 17.5 15.8 8.8% 100.0
LOCATION % % % % %
TIRUPUR Count 7 9 17 9 6 48
% within 14.6 18.8 35.4 18.8 12.5 100.0
LOCATION % % % % % %
Total Count 70 77 43 28 32 250
% within 28.0 30.8 17.2 11.2 12.8 100.0
LOCATION % % % % % %
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

TABLE 13

35
 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.

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 13

60

50

40

30

20

10

0
GURGAO
KARNAL ROHTAK
N
VERY SATTISFIED 52 11 7
QUITE SATTISFIED 46 22 9
NEUTRAL 16 10 17
QUITE DISSATISFIED 10 9 9
VERY DISSATISFIED 21 5 6

COST * MIGRATION Cross tabulation

36
 MIGRATION Total

Certain High Not sure Low Never

chance chance

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

TABLE 14
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.
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 14

37
 60
50
40

30
20
10

0
very quite quite very
satisfi satisfi neutral dissati dissati
ed ed sfied sfied

certain 1 1 3 6 5
high chance 1 4 2 1 0
not sure 5 21 16 12 3
low chance 8 38 11 7 1
never 56 29 6 10 3

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation

MIGRATION Total

Certain High Not Low Never

chanc sure chance
e
QUALITY OF Excellent Count 1 2 21 24
CUSTOMER % within QUALITY 4.2% 8.3% 87.5% 100.0%
SERVICE OF CUSTOMER
SERVICE
Good Count 3 2 9 19 33 66
% within QUALITY 4.5% 3.0% 13.6% 28.8% 50.0% 100.0%
OF CUSTOMER
SERVICE
Average Count 4 2 24 19 27 76
% within QUALITY 5.3% 2.6% 31.6% 25.0% 35.5% 100.0%
OF CUSTOMER
SERVICE
Poor Count 1 1 8 15 10 35
% within QUALITY 2.9% 2.9% 22.9% 42.9% 28.6% 100.0%
OF CUSTOMER
SERVICE
Very poor Count 8 3 15 10 13 49
% within QUALITY 16.3% 6.1% 30.6% 20.4% 26.5% 100.0%
OF CUSTOMER
SERVICE
Total Count 16 8 57 65 104 250
% within QUALITY 6.4% 3.2% 22.8% 26.0% 41.6% 100.0%
OF CUSTOMER
SERVICE
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Quality

38
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

TABLE 15
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.
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 15
35
30
25
20
Count

15
10
5
0
Excellen Very
Good Average Poor
t poor

Certain 0 3 4 1 8
High chance 0 2 2 1 3
Not sure 1 9 24 8 15
Low chance 2 19 19 15 10
Quality of customer service

LOCATION * TARIFF Cross tabulation

39
 TARIFF Total

Very Quite Neutral Quite Very

satisfie satisfie dissati dissat
d d sfied isfied

LOCATION COIMBATORE Count 71 54 14 3 3 145

% within 49.0% 37.2% 9.7% 2.1% 2.1% 100.0%
LOCATION
POLLACHI Count 15 24 10 4 4 57
% within 26.3% 42.1% 17.5% 7.0% 7.0% 100.0%
LOCATION
TIRUPUR Count 8 17 16 7 48
% within 16.7% 35.4% 33.3% 14.6% 100.0%
LOCATION
Total Count 94 95 40 14 7 250
% within 37.6% 38.0% 16.0% 5.6% 2.8% 100.0%
LOCATION

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

TABLE 16
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.

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 16

40
 80

70

60

50
COUNT

40

30

20

10

0
Gurgaon Karnal Rohtak

Very satisfied 71 15 8
Quite satisfied 54 24 17
Neutral 14 10 16
Quite dissatisfied 3 4 7
Very dissatisfied 3 4 0
Quality Of customer service

ANALYSIS OF BRAND ATTRIBUTES

41
TARIFF

TABLE:17

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

CHART :17

40

30
Percent

20

10

0 Quite Very
very satisfied Quite satisfied Neutral
dissatisfied dissatisfied

Tarrif 37.6 38 16 5.6 2.8

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
TABLE 18

42
 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

CHART 18

60

40
Percent

20

0
Very Quite Quite very
Neutral
satisfied satisfied dissatisfie dissatisfie

Network 46 31.2 12 6 4.8

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

TABLE 19

43
 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

CHART 19

40

30
Percent

20

10

0
Very Quite Quite Very
Neutral
satisfied satisfied dissatisfied dissatisfied

Cost 28.4 37.2 15.2 14.4 4.8

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

TABLE 20

44
 Frequency Perce Valid Percent Cumulative Percent
nt
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

CHART 20

40

30
Percent

20

10

0
Quite Quite Very
Very satisfied Neutral
satisfied dissatisfied dissatisfied

Customer Care 28 30.8 17.2 11.2 12.8

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

TABLE 21

45
 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

CHART 21

40

30
Percent

20

10

0
Very Quite Neutral Quite Very

Additional package 17.6 26.8 38 13.2 4.4

INFERENCE:

From the above Table, it was inferred that majority of respondents (38%) opined
“Neutral” with the BSNL’s Additional Packages, while the least number of respondents
(4.4%) opined “Very Dissatisfied” with the Additional Packages of BSNL.

QUALITY OF CUSTOMER SERVICE

TABLE 22

Frequency Percent Valid Percent Cumulative

Percent
Valid Excellent 24 9.6 9.6 9.6

46
 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

CHART 22

40

30
Percent

20

10

0
Excellent Good Average Poor Very poor

Quality of customer service 9.6 26.4 30.4 14 19.6

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

TABLE 23

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

47
 Low chance 65 26.0 26.0 58.4
Never 104 41.6 41.6 100.0
Total 250 100.0 100.0

CHART 23

60

40
Percent

20

0
Certain High Not sure Low chance Never

Migration 6.4 3.2 22.8 26 41.6

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.

5.1 FINDINGS:-

 A good majority of the respondents (73.2%) were using Mobile phones while
(26.8%) were not using Mobile phones.

48
  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 “Don’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 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 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.

49
 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 BSNL’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.
 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.

 Even after Surrendered the phone before 6months deposit amount was not yet
received but receiving bill.

 Customers are expecting more number of free calls.

50
 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.

51
 6.1 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.

 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.

7.1 CONCLUSION:-
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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.

8.1 BIBLIOGRAPHY :-

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PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLER

MARKETING RESEARCH - N.K MALHOTRA

WEBSITES:

1. www.bsnl.co.in
2. www.yahoo.com
3. www.google.com

9.1 ANNEXURE:-

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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?

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 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. Compared with others would you say that BSNL is

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 a. Much better.
b. Some what better.
c. About the same.
d. Some what worse.
e. Don’t know (or) Never used.

14. [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?

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