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 in partial fulfillment of the requirements for the Degree of Master of Business Administration at School of Management SASTRA

Under the Supervision and Guidance of DR.P.VAIJAYANTHI Professor, School of Management Shanmugha Arts science Technology & Research Academy (SASTRA) Deemed University Thirumalaisamudram, Thanjavur 613 402.

Shanmugha Arts Science Technology & Research Academy (SASTRA) Deemed University Thirumalaisamudram, Thanjavur 613 402. School of Management MBA Programme

Bonafide Certificate Certified that this project report entitled A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY. is a bonafide record of work done by SARAVANA PERUMAL.G Register No: 010771037 Batch: 2005-2007 In partial fulfillment of the requirements for award of the Degree of Master of Business Administration During the period May-June 2006 Internal Guide Dean, School of Management

Submitted for Project Viva-voce examination held on _________ Internal Examiner

2

External Examiner

ACKNOWLEDGEMENT
First of all I am thankful to BHARAT SANCHAR NIGAM LIMITED, Chennai for giving me an opportunity to get a practical exposure of business experience. I express my gratitude to Mr. S.Vaidhiyasubramaniyam, Dean, Planning and Development; Prof. K.S. Vijayaraghavan, Dean, School of Management for providing all the infrastructure facilities for the department which helped all the students in completing the project successfully. I express my heartfelt thanks to Dr.P.Vaijayanthi, Professor, School of Management, my first Marketing Guru who offered me valuable guidance and support in every stage through out the course of my entire project work. I am grateful to Shri.J.Santhanakrishnan, Deputy General Manager RGMTTC Chennai, Shri.S.Aravamudhan, Senior Sub Divisional Engineer, RGMTTC Chennai, Shri.A.S.Egaya, Principal General Manager, Shri.N.Saravana Pandian, Deputy General Manager Coimbatore and Shri.N.S.C.Sekhar, Assistant General Manager Coimbatore and all other employees of BSNL who gave me all the moral support and care which made my project come true. Finally I thank all other Staffs of School of Management, Staffs of BSNL, my parents who were in full support and all my friends who helped me in completing this dream project successfully.

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 todays 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, thereby helping them in improve their quality of Services offered. Customer Preferences, and service requirements and about the other competitors status in the market

TABLE OF CONTENTS
S.NO. CONTENTS LIST OF TABLES LIST OF CHARTS 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 2.0 PROFILE 2.1 COMPANY PROFILE 13 PAGE NUMBER 1 3 5

3.0 4.0 5.0 6.0 7.0 8.0

CONCEPTUAL REVIEW ANALYSIS AND INTERPRETATIONS FINDINGS AND SUGGESTIONS

24 28 66

CONCLUSION BIBLIOGRAPHY ANNEXURE

74 76 78

LIST OF TABLES
6

S.NO. CONTENTS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 59 60 61 62 Location of the Customers. Age of the Customers. Occupation of the Customers. Monthly Income of the Customers. Customers using Mobile Services or not. Customers using Landline Services or not. Mobile Service used by the Customers. Landline Service used by the Customers. Familiarity of Customers with BSNL. Comparing BSNL with other Services. Respondents by their Age and Mobile Services. Respondents by their Location and Landline.

PAGE NUMBER 29 30 31 32 34 35 36 37 38 39 41 43 45 47 49 51 54 55 57

Respondents by their Location and Migration from BSNL. Respondents by their Location and Network Coverage Respondents by their Location and Customer Care Respondents by their Cost and Migration from BSNL. Quality of Customer Service and Migration from BSNL. Respondents by their Location and Comparing with other Services Respondents by their Location and Tariff plan Satisfaction.

63 64 65

L.

LIST OF CHARTS
S.NO. CONTENTS 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 59 60 Location of the Customers. Age of the Customers. Occupation of the Customers. Monthly Income of the Customers. Customers using Mobile Services or not. Customers using Landline Services or not. Mobile Service used by the Customers. Landline Service used by the Customers. Familiarity of Customers with BSNL. Comparing BSNL with other Services. Respondents by their Age and Mobile Services. Respondents by their Location and Landline. Respondents by their Location and Migration from BSNL. Respondents by their Location and Network Coverage Respondents by their Location and Customer Care Respondents by their Cost and Migration from BSNL. Quality of Customer Service and Migration from BSNL. Respondents by their Location and Comparing with other Services 56 Respondents by their Location and Tariff plan Satisfaction 58 PAGE NUMBER 29 30 31 32 34 35 36 37 38 39 42 44 46 48 50 52 54

61 62 63 64 65

L.

10

1.0 INTRODUCTION

11

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.

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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.

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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.

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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.

15

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. ii. iii. iv. Location. Age. Occupation. Monthly Income.

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v. vi.

Mobile Usage. 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. ii. iii. iv.

Chances of Switching. Reason for Switching. Monthly Income. Comparative questions.

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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.

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2.0 PROFILE

19

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 BSNLs 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

20

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.

21

Organization Chart of BSNL:

22

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).

23

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

24

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 BSNLs 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

25

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 WLL (Tarang) Total Number of connections Village Public Telephones Total Number of Telephones Public Telephones (Local, STD and Highway) Total Number of Public Telephones STD Stations Number of STD Stations

as on 30.04.2006 as on 30.04.2006 as on 31.03.2006 as on 31.03.2006 as on 31.03.2006

3,51,55,749 25,95,807 5,35,325 20,64,174 31,915

26

Transmission Systems as on 31.03.2006 Transmission Systems Digital (Route kms) Coaxial Microwave UHF Optical Fiber Satellite Based Services (as on 31.03.2006) MCPC-VSATs IDR Systems (2 Mb/ 8 Mb) Mobile Services

(Route kms) 6,024 63,730 45,130 4,80,196 201 64/17

(As on 30.04.2006)

Total number of connections

1,75,92,364

(As on 30.04.2006)

District Headquarters covered Total number of villages covered National Highway covered (Km) State Highway covered (Km) Railway route covered (Km)

592 1,39,021 45,438 31,339 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 27

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.

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29

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.

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BRAND EQUITY

BRAND EQUITY BRAND AWARENESS PERCIVED QUALITY BRAND ASSOCIATION BRAND LOYALTY

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 brands 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.

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 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 brands 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 competitors brand if the preferred brand is unavailable. See Brand insistence; Brand recognition.

Customer Satisfaction

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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.

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4.0 ANALYSIS AND INTERPRETATIONS

PROFILE OF THE SAMPLE RESPONDENTS

LOCATION Valid COIMBATORE POLLACHI TIRUPUR Total Frequency 145 57 48 250 Percent 58.0 22.8 19.2 100.0 Valid Percent 58.0 22.8 19.2 100.0 Cumulative Percent 58.0 80.8 100.0

TABLE: 1

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LOCATION
70 60 50 40 30 20

Percent

10 0 COIMBATORE POLLACHI TIRUPUR

LOCATION

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 Valid bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50 Total Frequency 51 100 46 33 20 250 Percent 20.4 40.0 18.4 13.2 8.0 100.0 Valid Percent 20.4 40.0 18.4 13.2 8.0 100.0 Cumulative Percent 20.4 60.4 78.8 92.0 100.0

TABLE: 2

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AGE
50

40

30

20

10

Percent

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

AGE

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 Valid Managerial Business Clerical Manual worker Student Retired Agriculture Professional Total Frequency 113 85 24 17 7 2 1 1 250 Percent 45.2 34.0 9.6 6.8 2.8 .8 .4 .4 100.0 Valid Percent 45.2 34.0 9.6 6.8 2.8 .8 .4 .4 100.0 Cumulative Percent 45.2 79.2 88.8 95.6 98.4 99.2 99.6 100.0

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TABLE: 3

OCCUPATION
50

40

30

20

Percent

10

0 Managerial Business Clerical Student Retired Agriculture Professional Manual w orker

OCCUPATION

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 Valid below 5000 bet 5000-10000 bet 10000-15000 bet 15000-25000 Frequency 27 132 62 11 Percent 10.8 52.8 24.8 4.4 Valid Percent 11.0 53.9 25.3 4.5 Cumulative Percent 11.0 64.9 90.2 94.7

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Missing Total TABLE: 4

above 25000 Total System

13 245 5 250

5.2 98.0 2.0 100.0

5.3 100.0

100.0

MONTHLY INCOME
60 50

40

30

20

Percent

10 0 below 5000 bet 10000-15000 bet 5000-10000 above 25000 bet 15000-25000

MONTHLY INCOME

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%).

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MOBILE USE Valid YES NO Total Frequency 183 67 250 Percent 73.2 26.8 100.0 Valid Percent 73.2 26.8 100.0 Cumulative Percent 73.2 100.0

TABLE: 5

39

MOBILE USE
80

60

40

20

Percent

0 YES NO

MOBILE USE

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 Valid YES NO Total Frequency 237 13 250 Percent 94.8 5.2 100.0 Valid Percent 94.8 5.2 100.0 Cumulative Percent 94.8 100.0

TABLE: 6

40

LANDLINE USE
100

80

60

40

20

Percent

0 YES NO

LANDLINE USE

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 Valid No mobile BSNL Tataindicom Frequency 67 78 1 Percent 26.8 31.2 .4 41 Valid Percent 26.8 31.2 .4 Cumulative Percent 26.8 58.0 58.4

Reliance Airtel Aircel BPL/Hutch Total TABLE: 7

26 25 37 16 250

10.4 10.0 14.8 6.4 100.0

10.4 10.0 14.8 6.4 100.0

68.8 78.8 93.6 100.0

MOBILE SERVICE
40

30

20

10

Percent

0 No mobile BSNL Tataindicom Reliance Airtel Aircel BPL/Hutch

MOBILE SERVICE

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 Valid No Landline BSNL Tataindicom Airtel Total Frequency 13 221 8 8 250 Percent 5.2 88.4 3.2 3.2 100.0 Valid Percent 5.2 88.4 3.2 3.2 100.0 Cumulative Percent 5.2 93.6 96.8 100.0

TABLE: 8 42

LANDLINE SERVICE
100

80

60

40

20

Percent

0 No Landline BSNL Tataindicom Airtel

LANDLINE SERVICE

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 Valid Very familiar Some what familiar Familiar but never used it Total 128 120 2 250 Percent 51.2 48.0 .8 100.0 Valid Percent 51.2 48.0 .8 100.0 Cumulative Percent 51.2 99.2 100.0

TABLE: 9

43

FAMILIAR
60

50

40

30

20

Percent

10 0 Very familiar Some w hat familiar Familiar but never u

FAMILIAR

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 Valid Much better Some what better About the same Some what worse Dont know/Never used Total 58 99 65 27 1 250 Percent 23.2 39.6 26.0 10.8 .4 100.0 Valid Percent 23.2 39.6 26.0 10.8 .4 100.0 Cumulative Percent 23.2 62.8 88.8 99.6 100.0

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TABLE: 10

COMPARING WITH OTHER SERVICES

50

40

30

20

Percent

10

0 Much better About the same Dont know /Never used Some w hat better Some w hat w orse

COMPARING WITH OTHER SERVICES

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 Dont know/Never used.

AGE * MOBILE SERVICE Cross tabulation

MOBILE SERVICE No mobile AGE bet 2030 Count 10 BSNL 18 Tataindicom 1 Reliance 1 Airtel 11 Aircel 8 BPL/ Hutch 2 Total

51

45

% within AGE bet 3135 Count % within AGE bet 3640 Count % within AGE bet 4150 Count % within AGE above 50 Count % within AGE Total Count % within AGE

19.6%

35.3 % 26 26.0 % 14 30.4 % 12 36.4 % 8 40.0 % 78 31.2 %

2.0%

2.0%

21.6 % 8 8.0%

15.7%

3.9%

100.0%

30 30.0%

12 12.0%

20 20.0%

4 4.0%

100 100.0%

11 23.9%

6 13.0%

3 6.5%

5 10.9%

7 15.2 % 3 9.1%

46 100.0%

8 24.2%

6 18.2%

1 3.0%

3 9.1%

33 100.0%

8 40.0%

1 5.0%

2 10.0 % 25 10.0 %

1 5.0%

20 100.0%

67 26.8%

1 .4%

26 10.4%

37 14.8%

16 6.4%

250 100.0%

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.

46

Chi-Square Tests Pearson Chi-Square Likelihood Ratio N of Valid Cases Value 37.625 37.654 250 df 24 24 Asymp. Sig. (2-sided) .038 .038

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.

47

40

30

MOBILE SERVICE
No mobile BSNL

20 Tataindicom Reliance 10 Airtel Aircel 0 bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50 BPL/Hutch

Count

AGE

CHART: 11

LOCATION * LANDLINE SERVICE Cross tabulation

LANDLINE SERVICE No Landline LOCATION COIMBA TORE Count 7 Total BSNL 127 Tataindi com 6 Airtel 5 145

48

POLLAC HI TIRUPU R Total

% within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

4.8% 4 7.0% 2 4.2% 13 5.2%

87.6% 52 91.2% 42 87.5% 221 88.4%

4.1% 1 1.8% 1 2.1% 8 3.2%

3.4%

100.0% 57 100.0%

3 6.3% 8 3.2%

48 100.0% 250 100.0%

TABLE: 12

140

120

100

80

60

LANDLINE SERVICE
No Landline BSNL

40

20

Count

Tataindicom Airtel COIMBATORE POLLACHI TIRUPUR

LOCATION

CHART: 12 INFERENCE: From the above table, it explains about the BSNL Land line users in each location. 49

LOCATION * MIGRATION Cross tabulation

MIGRATION Total

Certai n

High chan ce 3 2.1% 2 3.5% 3 6.3% 8 3.2%

Not sure

Low chanc e 40 27.6% 15 26.3% 10 20.8% 65 26.0%

Never

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

4 2.8% 7 12.3% 5 10.4% 16 6.4%

24 16.6% 18 31.6% 15 31.3% 57 22.8%

74 51.0% 15 26.3% 15 31.3% 104 41.6%

145 100.0% 57 100.0% 48 100.0% 250 100.0%

POLLACHI

TIRUPUR

Total

Hypothesis: Null Hypothesis [Ho]: There is no significant relationship between the Location of the Customers and Migration of the Customers.

50

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.

51

80

60

40

MIGRATION
Certain High chance

20

Not sure Low chance

Count

0 COIMBATORE POLLACHI TIRUPUR

Never

LOCATION

CHART: 13

LOCATION * NETWORK Cross tabulation

NETWORK Total

52

Very satisfie d

Quite satisfie d

Neutra l

Quite dissati sfied

Very dissat isfied

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

92 63.4% 14 24.6% 9 18.8% 115 46.0%

33 22.8% 26 45.6% 19 39.6% 78 31.2%

11 7.6% 9 15.8% 10 20.8% 30 12.0%

3 2.1% 5 8.8% 7 14.6% 15 6.0%

6 4.1% 3 5.3% 3 6.3% 12 4.8%

145 100.0% 57 100.0% 48 100.0% 250 100.0%

POLLACHI

TIRUPUR

Total

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.

53

100

80

60

NETWORK
40 Very satisfied Quite satisfied 20 Neutral Quite dissatisfied 0 COIMBATORE POLLACHI TIRUPUR Very dissatisfied

Count

LOCATION

CHART: 14

LOCATION * CUSTOMER CARE Cross tabulation

CUSTOMER CARE Total

54

Very satisfie d

Quite satisfie d

Neutra l

Quite dissati sfied

Very dissati sfied

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

52 35.9% 11 19.3% 7 14.6% 70 28.0%

46 31.7% 22 38.6% 9 18.8% 77 30.8%

16 11.0% 10 17.5% 17 35.4% 43 17.2%

10 6.9% 9 15.8% 9 18.8% 28 11.2%

21 14.5% 5 8.8% 6 12.5% 32 12.8%

145 100.0% 57 100.0% 48 100.0% 250 100.0%

POLLACHI

TIRUPUR

Total

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.

55

60

50

40

30

CUSTOMER CARE
Very satisfied

20

Quite satisfied Neutral

10

Count

Quite dissatisfied 0 COIMBATORE POLLACHI TIRUPUR Very dissatisfied

LOCATION

CHART: 15

COST * MIGRATION Cross tabulation

MIGRATION Total

56

Certai n

High chan ce 1 1.4% 4 4.3% 2 5.3% 1 2.8%

Not sure

Low chanc e 5 8 11.3% 38 40.9% 11 28.9% 7 19.4% 1 8.3% 65 26.0%

Never

COST

Very satisfied

Count % within COST Count % within COST Count % within COST Count % within COST Count % within COST Count % within COST

1 1.4% 1 1.1% 3 7.9% 6 16.7% 5 41.7% 16 6.4%

56 78.9% 29 31.2% 6 15.8% 10 27.8% 3 25.0% 104 41.6%

71 100.0% 93 100.0% 38 100.0% 36 100.0% 12 100.0% 250 100.0%

7.0% 21 22.6% 16 42.1% 12 33.3% 3 25.0%

Quite satisfied

Neutral

Quite dissatisfied Very dissatisfied Total

8 3.2%

57 22.8%

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.

57

60

50

40

MIGRATION
30 Certain 20 High chance Not sure 10

Count

Low chance Never Very satisfied Quite satisfied Neutral Very dissatisfied Quite dissatisfied

COST

CHART: 16

QUALITY OF CUSTOMER SERVICE * MIGRATION Cross tabulation

MIGRATION Total

58

Certai n

High chan ce

Not sure

Low chanc e 1 2 8.3%

Never

QUALITY OF CUSTOMER SERVICE

Excellent

Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE Count % within QUALITY OF CUSTOMER SERVICE

21 87.5%

24 100.0%

4.2%

Good

3 4.5%

2 3.0%

9 13.6%

19 28.8%

33 50.0%

66 100.0%

Average

4 5.3%

2 2.6%

24 31.6%

19 25.0%

27 35.5%

76 100.0%

Poor

1 2.9%

1 2.9%

8 22.9%

15 42.9%

10 28.6%

35 100.0%

Very poor

8 16.3%

3 6.1%

15 30.6%

10 20.4%

13 26.5%

49 100.0%

Total

16 6.4%

8 3.2%

57 22.8%

65 26.0%

104 41.6%

250 100.0%

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 Pearson Chi-Square Likelihood Ratio 47.985(a) 47.897 df 16 16 Asymp. Sig. (2-sided) .000 .000

59

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.

40

30

20

MIGRATION
Certain High chance

10

Not sure Low chance

Count

0 Excellent Good Average Poor Very poor

Never

QUALITY OF CUSTOMER SERVICE

CHART: 17

LOCATION * COMPARING WITH OTHER SERVICES Cross tabulation

60

COMPARING WITH OTHER SERVICES

Total

Much better

Some what better

About the same

Some what worse

Dont know/ Neve r used 145 100.0% 1 1.8% 57 100.0% 48 100.0% 1 .4% 250 100.0%

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

48 33.1% 5 8.8% 5 10.4% 58 23.2%

59 40.7% 23 40.4% 17 35.4% 99 39.6%

30 20.7% 16 28.1% 19 39.6% 65 26.0%

8 5.5% 12 21.1% 7 14.6% 27 10.8%

POLLACHI

TIRUPUR

Total

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 61

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.

70

60

50

40

COMPARING WITH OTHER

Much better Some w hat better About the same

30

20

10

Count

Some w hat w orse Dont know /Never used COIMBATORE POLLACHI TIRUPUR

LOCATION

CHART: 18

LOCATION * TARIFF Cross tabulation 62

TARIFF

Total

Very satisfie d

Quite satisfie d

Neutra l

Quite dissati sfied

Very dissat isfied

LOCATION

COIMBATORE

Count % within LOCATION Count % within LOCATION Count % within LOCATION Count % within LOCATION

71 49.0% 15 26.3% 8 16.7% 94 37.6%

54 37.2% 24 42.1% 17 35.4% 95 38.0%

14 9.7% 10 17.5% 16 33.3% 40 16.0%

3 2.1% 4 7.0% 7 14.6% 14 5.6%

3 2.1% 4 7.0%

145 100.0% 57 100.0% 48 100.0%

POLLACHI

TIRUPUR

Total

7 2.8%

250 100.0%

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:

63

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.

80

60

40

TARIFF
Very satisfied Quite satisfied

20

Neutral Quite disatisfied

Count

0 COIMBATORE POLLACHI TIRUPUR

Very disatisfied

LOCATION

CHART: 19

ANALYSIS OF BRAND ATTRIBUTES

64

TARIFF Frequency Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total 94 95 40 14 7 250 Percent 37.6 38.0 16.0 5.6 2.8 100.0 Valid Percent 37.6 38.0 16.0 5.6 2.8 100.0 Cumulative Percent 37.6 75.6 91.6 97.2 100.0

TABLE: 20

TARIFF
50

40

30

20

Percent

10

0 Very satisfied Quite satisfied Neutral Very disatisfied Quite disatisfied

TARIFF

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

65

Valid

Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total

115 78 30 15 12 250

46.0 31.2 12.0 6.0 4.8 100.0

46.0 31.2 12.0 6.0 4.8 100.0

46.0 77.2 89.2 95.2 100.0

TABLE: 21

NETWORK
50

40

30

20

Percent

10

0 Very satisfied Quite satisfied Neutral Very dissatisfied Quite dissatisfied

NETWORK

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 Valid Very satisfied 71 Percent 28.4 Valid Percent 28.4 Cumulative Percent 28.4

66

Quite satisfied Neutral Quite dissatisfied Very dissatisfied Total

93 38 36 12 250

37.2 15.2 14.4 4.8 100.0

37.2 15.2 14.4 4.8 100.0

65.6 80.8 95.2 100.0

TABLE: 22

COST
40

30

20

10

Percent

0 Very satisfied Quite satisfied Neutral Very dissatisfied Quite dissatisfied

COST

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 Valid Very satisfied Quite satisfied 70 77 Perce nt 28.0 30.8 Valid Percent 28.0 30.8 Cumulative Percent 28.0 58.8

67

Neutral Quite dissatisfied Very dissatisfied Total

43 28 32 250

17.2 11.2 12.8 100.0

17.2 11.2 12.8 100.0

76.0 87.2 100.0

TABLE: 23

CUSTOMER CARE
40

30

20

10

Percent

0 Very satisfied Quite satisfied Neutral Very dissatisfied Quite dissatisfied

CUSTOMER CARE

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
Valid Very satisfied Quite satisfied Neutral Quite dissatisfied Frequency 44 67 95 33 Percent 17.6 26.8 38.0 13.2 Valid Percent 17.6 26.8 38.0 13.2 Cumulative Percent 17.6 44.4 82.4 95.6

68

Very dissatisfied Total

11 250

4.4 100.0

4.4 100.0

100.0

TABLE: 24

ADDTIONAL PACKAGE
40

30

20

10

Percent

0 Very satisfied Quite satisfied Neutral Very dissatisfied Quite dissatisfied

ADDTIONAL PACKAGE

CHART: 24 INFERENCE: From the above Table, it was inferred that majority of respondents (38%) opined Neutral with the BSNLs Additional Packages, while the least number of respondents (4.4%) opined Very Dissatisfied with the Additional Packages of BSNL.

QUALITY OF CUSTOMER SERVICE

Frequency Valid Excellent Good Average Poor 24 66 76 35 Percent 9.6 26.4 30.4 14.0 Valid Percent 9.6 26.4 30.4 14.0 Cumulative Percent 9.6 36.0 66.4 80.4

69

Very poor Total

49 250

19.6 100.0

19.6 100.0

100.0

TABLE: 25

QUALITY OF CUSTOMER SERVICE

40

30

20

10

Percent

0 Excellent Good Average Poor Very poor

QUALITY OF CUSTOMER SERVICE

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 Valid Certain High chance Not sure 16 8 57 Percent 6.4 3.2 22.8 Valid Percent 6.4 3.2 22.8 Cumulative Percent 6.4 9.6 32.4

70

Low chance Never Total

65 104 250

26.0 41.6 100.0

26.0 41.6 100.0

58.4 100.0

TABLE: 26

MIGRATION
50

40

30

20

10

Percent

0 Certain High chance Not sure Low chance Never

MIGRATION

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.

71

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.

72

 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 Dont 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.

73

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 BSNLs 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.

74

 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.

75

 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.

76

 There is not much awareness among the Customers 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.

77

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 78

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 Ids 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.

79

6.0 CONCLUSION

Conclusion: BSNL being a public sector, in order to thrive and excel, have to understand about the Customers expectations. 80

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.

81

7.0 BIBLIOGRAPHY

BIBLIOGRAPHY

82

PRINCIPLES OF MARKETING MANAGEMENT - PHILIP KOTLER - RAJAN SAXENA MARKETING RESEARCH

- DAVID A.AAKER
- GEORGE S. DAY

RESEARCH METHODOLOGY

- KOTHARI C.R.

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

83

8.0 ANNEXURE

1. What is your Age? a. Between 20-30. d. Between 41-50. b. Between 31-35. e. Above 50. 84 c. Between 36-40.

2. Which of these best describes your job? a. b. c. d. e. f. g. Managerial Professional Clerical Manual Worker Student Retired 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. b. c. d. e. f. BSNL. Tata Indicom. Reliance. Airtel. Aircel. 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). 85

d.

c. Familiar but never used it. Never heard of service before.

8. How satisfied are you with the Tariff plan of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

9. How satisfied are you with the network of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied

10. How satisfied are you with the cost of BSNL? a. b. c. d. e. Very satisfied Quite satisfied Neutral Quite dissatisfied 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.

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b. c. d. e.

Good. Average. Poor. Very poor.

14. Compared with others would you say that BSNL is a. b. c. d. e. Much better. Some what better. About the same. Some what worse. Dont know (or) Never used.

15. [a]. All things considered over the next 12 months how likely are you to replace your current Service a. b. c. d. e. Certain. High chance. Not sure. Low chance. Never.

[b]. If you are looking to replace your current Service what are some of the reasons for doing so?

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