Você está na página 1de 79

Preface

In todays scenario, it is not possible that we get knowledge about the market without
practical training. By the practical training a management student can understand the
management working in the area of their specialization. Actually practical knowledge
increases the knowledge of students in real field of market & also integrates the
theoretical concepts with the practical working of the organization.
The economic condition and technologies keep on changing from time to time; it is very
difficult for an organization to survive in the long run. The report will help to suggest
sales, goal, opportunities and strategies that will improve desired market growth. This
project report will help in knowing consumer behavior, customer responses on services
and problem faced by company in dealing with customers. This report will give
information about behavior of customers. This report will help in development and
improvement of service techniques.
The tools & techniques used in the study were standard & modified according to the
report requirements. I used the primary and secondary data for collection of
information. I had enjoyed my summer training from the very first day.

CONTENTS
Part-1
Chapter: 1
1.1.
1.2.
1.3.
1.4.
1.5.
1.6.
1.7.

Introduction of organization

About the organization


Organizational Structure& Hierarchy
Objectives of BSNL
Products & services
Business processes
SWOT Analyses
Marketing strategies

page no
3
8
10
12
48
53
55

Part-2
Chapter: 2

Research work

2.1
2.2
2.3
2.4
2.5

Research problems

60

Introduction of project topic

61

Research Objective

62

Scope of research

62

Research Methodologies

63

2.6

Data analysis & interpretation

65

2.6 Findings
2.7 Conclusion
2.8 Suggestions
2.9 Limitation of study
2.10 Bibliography
2.11 Annexure

80
81
81
82
83
84
2

LIST OF TABLES

List of table

Page no

1.) Type of telecom services use by user

65

2.) Which telecom connections for better coverage

67

3.) Satisfaction level after using the BSNL services.

69

4). Respondents who have 3G connections

70

5).Respondents satisfied with 3G connections.

71

6). Respondents who are using internet connections

73

7). which type of connection used by respondents

74

8). No. of respondents using landline connections

76

9.) Respondents face any difficulties while using land line connections.

77

10). Respondents think to reduce the call charge of BSNL services

78

LIST OF FIGURES

List of figures

Page no

1.) Type of telecom services use by user

66

2.) Which telecom connections for better coverage

68
4

3.) Satisfaction level after using the BSNL services

69

4.) Respondents who have 3G connections.

70

5.) Respondents satisfied with 3G connections.

72

6.) Respondents who are using internet connections.

73

7.) which type of connection used by respondents

75

8.) no. of respondents using landline connections.

76

9.) Respondents face any difficulties while using land line connections.

77

10). Respondents think to reduce the call charge of BSNL services

79

BHARAT SANCHAR NIGAM LIMITED

Corporate office

Bharat Sanchar Bhavan


Harish Chandra Mathura Lane
Jan path, New Delhi-110 001

1.1. About the organization


2

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom services in
India:
The telecommunications system in India was thrown open to private players in the
1990s. The country is divided into multiple zones, called circles (roughly along state
boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are
circles in their own right. The government owned BSNL runs local, mobile and long
distance telephone services all over the country (except in the Delhi and Mumbai
circles). Several private companies give competition to BSNL/MTNL in different
circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and
Mumbai). There are other companies too, such as Touched and Tata Teleservices
which do not have a pan-Indian presence. Reliance Infocom has licenses to provide
services all over the country, but have started off only with CDMA mobile and fixed
mobile services (where the phone is not wired to the exchange, but is used like a fixed
line at home or office).

Landlines are now facing competition from mobile telephones (GSM and CDMA
based). Mobile phone connections are readily available from private companies for
relatively low prices. The competition has forced the government owned monopoly
BSNL (MTNL in Delhi and Mumbai) to become more efficient. The landline network
quality has improved and landline connections are now usually available on demand,

even in high density urban areas. In addition to the government monopoly, there are
several private landline telephone companies, notably Reliance and Tata Teleservices
and Bharti (which runs the landline company Touched and the mobile company
Airtel). Long distance service is now more comprehensive and cheaper, carried
primarily on fiber optic cable. There are several private long distance companies; the
government owned BSNL continues to use its monopoly against them. However, the
competition has caused prices to drop and calls across India are now comparable in
price to calls across the continental United States.

Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation


Limited) is a public sector telecommunication company in India. Bharat Sanchar
Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications
Company providing comprehensive range of telecom services in India: Wire line,
CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,
VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of
the

largest

public

sector

units

in

India.

BSNL has installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with ICT
applications in villages and wining customer's confidence. Today, it has about 47.3
million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM
Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,
480196 R km of OFC Cable, 63730 R km of Microwave Network connecting 602
Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest

telecommunication company with 24% market share as on March 31, 2008. Its
headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath,
New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector
companies in India.
BSNL is India's oldest and largest Communication Service Provider. Currently has a
customer base of 73 million as of June 2008. It has footprints throughout India except
for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.

PROFILE

COMPANY NAME:
Headquarters :

Bharat Sanchar Nigam Ltd.


Bharat Sanchar Bhawan , Harish

Chandra Mathur Lane, Jan path, New Delhi


Head Office in Lucknow:

Hazratganj

BRANCH OFFICES IN LUCKNOW:

Spur marg, Hazratganj, Alambagh,

Mahanagar, Kaiserbagh
Chairman & Managing Director : Kuldeep Goyal
Status:

Mini Ratan (a
( status assigned to reputed public sector companies in India.)

Founded: 19th century, incorporated 2000


Owner : Government of India

FINANCE
5

1 . The present turnover of BSNL is more than Rs.351, 820 million


(US $ 8 billion) with net profit to the tune of Rs.99, 390 million
(US $ 2.26 billion) for last financial year.
2 . Indians fourth largest telecom company as on March 2010.
3 . BSNL is a company, whose cash reserves, at Rs 38,000 crore, equals the turnover
of Indias 12th largest listed company

Corporate assests

Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs. 54698
Crores (US $ 13.67 billion), which are in the form of Land, Buildings Cables,
Apparatus & Plants etc. as on 31.03.2008.

Achievements of B.S.N.L:
1 . Worlds 7th largest & Indias No.1 Telecommunication company.
6

2 .

47.3 million line basic telephone capacity, 4 million WLL

capacities, 20.1

Million GSM Capacity, 287 Satellite Stations, 7330 cities/towns and 5.5 Lakh villages.
3 . BSNL is a company that has so much telecom infrastructure and real estate that it is
valued, by some estimates, at Rs 400,000 crore.
4 . If BSNL were to list today, it would be Indias most valued company, with a 25%
lead on number two.
5 . BSNL is a company that has a larger telecom network than other player in the sector.

1.2) Organizational Structure


Board of the director
Designation
CMD

Name
KULDEEP

Phone
(Office)
Fax No
23372424 23372444

Director(Enterprise)

GOYAL
RAJENDRA

23734064 23734166

dir.enterprise@bsnl.co.in

Director(Finance)
Director(Human

SINGH
GOPAL DAS
GOPAL DAS

23714141 23314141
23734070 23734072

dirfin@bsnl.co.in
dirhrd@bsnl.co.in

Resource)
Director(Consumer

Rajesh Wadhwa

23037142 23734242

diro@bsnl.co.in

Email
cmdbsnl@bsnl.co.in

Fixed Access)
Director(Consumer

R.K.Aggarwal

Mobility)
Company Secretary & H.C.PANT

23738999
23734073 23734075

dirplg@bsnl.co.in

23353395 23353389

csgml@bsnl.co.in

GM(Legal)

ORGANISATIONAL CHART

Vision:
9

To become the largest telecom Service Provider in South East Asia.


.

Mission:

1. To provide world class State-of-art technology telecom services on demand at


affordable price.

2. To provide world-class telecom infrastructure to develop country's economy.

1.3) Objective:
1. Build customers confidence through quality and reliable services.
2. Provide bandwidth on demand.
3. Contribute towards national plan target of 10 corer subscriber base for the
country by 2010.
4. Broadband customers base of 20 million in the country by 2010.
5. Telephone in all villages.
6. To be the Lead Telecom Services Provider

To facilitate R & D activity in the country. Contribute towards:

10

i.

National Plan Target of 500 million subscriber base for India by 2010.

ii.

Broadband customers base of 20 million in India by 2010 as per


Broadband Policy 2004.

iii.

Providing telephone connection in villages as per government policy.

1.4. Products & services

11

Telephonic services:
Countrywide telephone service is being provided through 32,000 electronic
exchanges, 326 Digital Trunk Automatic Exchanges (TAX), Digitalized Public
Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical
Fiber Cable, with a host of Phone Plus value additions to our valued Customers.
BSNL's telephony network expands throughout the vast expanses of the country
reaching to the remotest part of the country.
With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone
plus services, converting your old basic telephones to a sophisticated tool which can
be used for a variety of applications.
Hot Line
At the same time you may want to have the flexibility to dial any other number of
your choice. It is possible to have this facility in the digital exchanges by the delayed
hotline feature. The number of your choice can be programmed by the exchange staff
at your request. After doing so if you lift the telephone and do not dial within 5

12

seconds, you will be automatically connected to the programmed number. However if


you start dialing within 5 seconds, you can make an outgoing call as usual.
Call Transfer
Using this facility Calls can be forwarded to another telephone number designated by
you
Call Waiting
This facility lets you receive incoming calls even when your telephone is busy. You
will get a short duration pip-pip tone when you are busy talking, indicating that
another call is waiting for you, provided you have activated this facility. You can talk
to any one of the callers keeping the other waiting. Complete secrecy of
communication

between

the

two

callers

is

maintained.

Abbreviated Dialing:
You may be calling a few people very frequently. It is possible to program these
numbers as abbreviated codes of 1 or 2 digits. A maximum of 20 numbers can be
programmed

for

abbreviated

dialing. It

is

ideal

for

STD/ISD.

Automatic Wake-Up/Reminder Call Service: When you want to be given reminder at a


specific time, all you have to do is to call the exchange and leave the time you want to
be reminded. The facility allows you to initiate a call automatically by the exchange at
a fixed time specified by the user of the telephone.

Mobile services:
13

Fastest growing and number one cellular service in India, providing postpaid and
prepaid services makes cellular telephony to the masses, through innovative
technology and strategic pricing. Our entry into this sector has brought GSM cellular
service at an affordable cost to the common man. All serving a single objective, to
provide better communication to millions across India.
Customers have reposed tremendous faith in BSNL and it has enrolled over 30 Lakh
Cellular customers within ten months of launch of Cellular service, an unprecedented
mark in Indian Cellular Market.

Post paid services:


BSNL Mobile offers you a host of value added services and unmatched features not
found in any other Cellular service
As a proud subscriber of BSNL Mobile service you will stay in touch with your nears
and dears anywhere in India because BSNL Mobile is the only Cellular service which
is available in all major cities and covers all major highways. BSNL Mobile gives
you all India roaming facility (including Delhi and Mumbai) and International
roaming facility to more than 300 networks across the world.

Prepaid services:

14

BSNL Mobile prepaid service offers you a host of value added services and
unmatched features not found in any other Cellular service. All India roaming facility
is also available on BSNL mobile prepaid service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of
Rs. 50/- is given to all subscribers.
A host of value added services are also available at very economical charges:
1. Call Forwarding(within same Service Area)
2. Call Conferencing

3. Call Waiting and Call holding facility


4. Voice Mail Service
5. Short Message Service (SMS)
6. All India Roaming

WLL- wireless local loop


15

Wireless in Local Loop WLL


The BSNL Land line network using radio frequency signals instead of conventional
copper wires, for the full or part connection between the subscriber and the exchange
this comes with superior voice quality and high speed data capabilities. CDMA is
popular with more than 100 million subscribers worldwide, and the number keeps on
increasing exponentially. in this case, subscriber can carry a small handset of CDMA
technology. There is no antenna or

any other equipment at subscribers premises.

BSNL WLL CDMA services:


It offers host of value added services at virtually no cost to our esteemed subscribers.
Customer may get the handset by paying premium approx. Rs. 20/- per month only for
the comprehensive policy taken for the cost of handset.
SERVICES:
BSNL WLL-offers you a host of value-added services:
16

1.

CLIP (Caller Line Identification Presentation): enables you to view the


number of the calling person when you receive a call

2.

CLIR (Call Line Identification Restriction): enables you to block


presentation of your own number on a called person's phone

3. Voice-mail service: 24 hour personal call answering service


4.

Call waiting: allows you to receive an incoming call while already


engaged in one call

5.

Call hold: allows you to put a current call on hold and make a second
call

6.

Call divert:

allows you to divert calls within your SDCA

17

Internet services:
Internet service throughout the entire country (except in New Delhi and Mumbai)
under the brand name ofSancharnet". Sancharnet provides free all India roaming and
enables it's users to access their accounts, using the same access code (172233) and
user ID from anywhere in the Country. In order to make Internet available throughout
the length and breadth of the Country Internet Dhabas are being commissioned at all
the Block Headquarters. BSNL has also started DIAS and Account free internet
access (CLI based) facility on few select cities recently.

The Sancharnet Card" is a prepaid Internet Access Card with following features:
1. Self-register for internet access with your choice of use rid
2. Renew your existing Sancharnet Account
3. Wide Range of Internet Access Packages

18

Wireless-Fidelity (Wi-

Fi)

S
Wi-Fi Services have been introduced for
convenient public locations hereunder
Spots is already under process at various

called as Hot Spots. Installation of Hot

L cities/ locations.

BSNL Managed

providing high speed internet access at

Network Services

r
BSNL Managed Network Services is an
hardware, connectivity packages and
simply, affordably and reliably supports

All-in-One comprehensive bundle of

o
a

Services is a fully managed Secured


stop and a complete experience that
complexities involved in implementing

With the promise of an

convenience

and

fully

managed

your business. BSNL Managed Network


Data services, providing a truly one-

d
b

brings together all of a business'


offering.

managed services. It is a solution that

significantly

reduces

risks

and

and maintaining a robust IP network. It


communications needs in an integrated

a
n

integrated

platform

with

one-stop

experience.

B
S
N

19

Service Package:

BSNL Managed Network Services is beyond technical integration of the best-in-breed


network and hardware setup. It offers truly executable technical and business
propositions for your business today:

No CAPEX
No risk of technical obsolescence
Scalable according to changing business needs
One helpdesk number to call for troubleshooting and fault resolution.
Integrated customer report (Web Based) giving you a complete view of your
network.

To ensure one stop solution for all connectivity needs, better manageability and
accountability, BSNL offers Managed Network Services which includes
Enterprise Broadband, Internet and MPLS VPN connectivity as completely
managed offering. With an integrated service option, you would enjoy benefit of
an SLA backed network services with convenience of being supported by single
helpdesk number for your network connectivity, hardware related issues. Other
benefit includes

20

ISDN
ISDN Has emerged as a powerful tool worldwide for provisioning of different
services like voice, data and image transmission over the telephone line through
the telephone network. ISDN is being viewed as the logical extension of the
digitalization of telecommunication network and most developed countries are in
different

stages

of

implementing

ISDN.

An ISDN subscriber can establish two simultaneous independent calls (except


when the terminal equipment is such that it occupies two 'B' channels for one call
itself like in video conferencing etc.) on existing pair of wires of the telephone
line (Basic rate ISDN) where as only one call is possible at present on the analog
line /telephone connection. The two simultaneous calls in ISDN can be of any
type like speech, data, image etc. The call setup time for a call between two
ISDN subscribers is very short, of the order of 1 to 2 seconds. ISDN also
supports a whole new set of additional facilities, called Supplementary Services.

Connectivity

The ISDN subscriber will have full connectivity, nationally, to other analog
telephone subscribers. At present ISDN services are available to and from India
for the following countries:

Australia

21

Austria Belgium

Canada

Denmark

France

Germany

Ireland

Italy

Israel

Japan

Malaysia

Netherland

Norway

Philippines

Singapore

Switzerland

22

Thailand

U.A.E

United Kingdom

U.S.A

Services Offered By ISDN

Normal Telephone & Fax (G3)


Digital Telephone -with a facility to identify the calling subscriber number and
other facilities.
G4 Fax
Data Transmission at 64 Kbps with ISDN controller card
Video Conferencing at 128 Kbps
Video Conferencing at 384 Kbps (Possible with 3 ISDN lines)
ATM
Variety of supplementary Services supported by ISDN.

Calling Line Identification Presentation(CLIP)

Calling Line Identification Restriction(CLIR)

Multiple Subscriber Number(MSN)

Terminal Portability(TP)

Call Hold(CH)

23

Call Waiting(CW)

User to User Signaling (UUSI)

Leased line:
Transmit data between computer and electronic information devices, BSNL provide
data communication services to its subscribers. 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 of the cities. Managed leased Line Network (MLLN) offers
flexibility of providing circuits with speeds of n x 64 Kbps up to 2 Mbps. Useful for
internet

leased

lines

and

international

principle

Leased

Lines

(IPLCs).

For dedicated point to point speech, private wire, tele-printer and data circuits are
given on lease basis. Leased circuits are provided to subscribers for internal
communication between their offices/factories at various sites within a city/town or
different cities/town on point to point basis, or on a network basis interconnecting the
various

sites.

Managed Leased Line Service (MLLN): The MLLN is a Managed Leased Line
24

Network system which is proposed to provide Leased line connectivity. The State-ofthe-art technology equipment MLLN is designed mainly for having effective control,
monitor on the leased line so that the down time is very much minimized. Details>>

Services
Hot Line or Private Wire - Speech Circuits- Local or Long distance circuits within
two locations in a city or between two different cities provided for the same applicant.
The Terminating equipment at both ends is telephone without dialing facility. Both
way signaling and speech is possible.
Data Circuits - Local or Long distance data circuits at different speeds viz. Nx64
kbps and 2 mbps. Data Circuits are of different types:
Point to Point Data Circuits - Local and Long Distance

Private Data Network - More than one Local or Long Distance leased circuits
converging on a location such that data from one leased circuit can be transferred
automatically to another leased circuit for the same subscriber.

25

Closed User Group - Leased circuits can be used by more than one legal entity if
they form closed user group. The following categories of user groups constitute closed
user groups for the purpose of licensing Private Telecom Networks.
o Travel agents issuing tickets on the member airlines, whose network they
use including the network of a group of member airlines.
o Computerized Reservations System (CRS) service providers owned by
airlines.
o Shared networks of banks for use of Automatic Teller Machines (ATMs),
Electronic Points of Sale (EPOS)/credit authorization terminals.
o Financial institutions registered primarily to deal in securities and their
agents/dealers.
o Financial institutions registered as Mutual funds and their agents.
o Financial institutions which are registered as depositories and their
agents/dealers.
o Other non-banking financial institutions.
o Producer of goods and his whole -sale traders /agents.
o Provider of service (not being a telecommunication service) and his wholesale traders/agents.

26

o Producers of same categories of goods.


o Providers of the same category of service.
o Holding company and its subsidiaries.
o Interconnected undertakings.

Intelligent Network:
Recognizing the rising expectations and requirements of the customers, BSNL
endeavors to harness the rewards of telecom revolution. Towards this, we have
redefined the term 'telecom service' by introducing value added services in the form of
intelligent network.

27

This technology makes possible, time and cost effective services, optimized solutions,
meeting the exact needs of the customers, in additional business for you.
How it works?
Intelligent Network provides a framework to create various services in a centralized
place independent of the switch. In IN, calls generated by a subscribers are routed
(Circuit Switched) to the nearest Service Switching Points, which in turn , consults,
the Service Control Points (SCP) on high speed CCS 7 links to get the necessary
information for further routing of the call. IN Services can be used by subscriber
connected to any type of exchange using existing telephones.
Services Offered
Free-phone Service - Call charges paid by the called person. Ideal for service and
Tourism industry.
Premium Rate Service - A great tool for professionals to sell priced
information/consultation on phone.
Indian Telephone Card - A pre-paid facility for making local, STD or ISD calls from
any telephone.
Virtual Private Network - Normal telephones programmed to work as cheaper and
flexible - nationwide - private network.
Voice Virtual Private Network - The Voice VPN service enables the subscribers to
establish a private network using public network resources.
Universal Number - A unique number nationwide.
Universal Personal Number - A unique personal number nationwide.
Tele voting - for conducting opinion polls and surveys using BSNL network.
Account calling Card - For those who want to have a permanent account with BSNL
can make use of this service. This is similar to India Telephone Card.

28

FREE PHONE (FPH) SERVICE This service is an ideal business promotion tool
for business communities who want their customers to call them free cost. Totally
customer oriented organizations can provide information about their products, allow
customers to place orders or even register their complaints/suggestions and offer
assistance to customers without the user getting charges.
Any user in the telephone network can call the FPH number free of charge.
All the charges are levied on the service number (one who subscribes for the
service and receives the calls).
For the calling user the calls are free of charge.
The service subscriber is allotted a FPH Service number (five digits). For same
FPH service number, the subscriber can have many destination numbers.
Any subscriber who is willing to become a free phone subscriber outside the
cities where the IN Switches are installed, the call charges will be as per the
national STD tariff.
The charges indicated here are FPH service charges and they do not include the
normal charges levied for basic telephones.

29

PREMIUM RATE (PRM) SERVICE


A subscriber to this service can receive or make calls using his Universal Personal
Number from any BSNL phone. The subscriber will be given some management
codes and password. Using that he can convert/reconvert any BSNL phone into his
Universal Personal Number. All the calls made by subscriber using his UPN will be
billed at his UPN by the IN platform. The subscriber will be able to get all his calls
incoming on the UPN number anywhere in India.

The present PRM service is

accessible only through ITC.

India Telephone Card


(ITC) Service
100, 200,1000,2000,5000
India Telephone cards are available on sale at all the Customers Service Centers of
BSNL and through its franchises appointed in different cities. ITC card purchased in
one city can be used in any other city where this service is available.

This is an access code based service, all IT Cards calls are preceded by the code
1802xyz as shown in the IT Card. This enables you to dial the IT Card number after
dialing the access code. On dialing, you are informed of the balance amount against
your IT Card, after which you can dial the destination number.

Video Conferencing Services


30

It involves Video and Audio communication. It's about connecting people. A video
conference subscriber can add two or more video participants in a particular
conference. The customers can schedule their video conferences through the Web. The
video conferencing service can be availed by any user through IP or ISDN interface.
The service is available to existing BSNL subscribers only. The Video end-point
required for conferencing should be ITU - H.323/H.320 compliant. Any conference
scheduled can have both Dial-in and Dial-out participants on either IP or ISDN. The
customer will have to procure the video end-point from the market. Personal computer
user can download the software called "PVX" from BSNL's Video Conferencing
Portal to avail the Video Conferencing facility with their web-cam. This software will
be made available shortly at BSNL's Video Conferencing Portal.

Audio confrencing services:


An audio conference subscriber can add two or more participants in a particular
conference. The customers can schedule their audio conferences through the Web or
through IVR. The service is available to existing BSNL subscribers only. Any
conference scheduled can have both Dial-in and Dial-out participants. Conference can
be scheduled one time or standing. A standing conference is always on. The authorized
participants have just to dial in a particular telephone number followed by a password
to enter into a conference.

I-net services
31

Change your way of doing business by networking your computers, data terminals,
hosts and LANs in different offices and manufacturing units both within the country
and outside, through I net - an X.25 based packet switched Public Data Network of
BSNL. It provides extremely cost effective and reliable solution to your High Speed
Wide

Area

Networking

needs.

I-net gives following applications :


a. Electronic Mail Services
b. Corporate Communications
c. Information Retrieval
d. Database Services
e. Remote Job Applications
f. Credit Card Verifications
g. Travel Reservations
h. INTERNET connectivity

Services on I-net
Fast Select To send even one packet of data, a Data Terminal must exchange at least 3
packets to establish and later release the logical connection. This overhead is avoided
32

by Fast Select facility, whereby the Terminal may send up to 128 octets of data in the
CALL REQUEST/INCOMING CALL packet. This is useful in applications like
Credit Card Verification Systems leading to enormous savings in the communications
cost.
Charging Information Indication
In applications like the Public Call Office (PCO), information about the Data
transacted and the duration of the call are required to bill the call. Charging
Information Indication displays this information at the end of each call. Even if this
facility is not subscribed for, charging information may still be obtained on a per-call
by indicating the requirement in the facility field.
Connections Types: - There are basically two types of connections:Dialup Connection: The Dialup connection is recommended for persons requiring
not-so-frequent use of I net and who doesn't require receiving Incoming calls. A NUA
and

an

NUI

is

allotted

to

the

dialup

user.

Leased Connection: A Leased connection allows a subscriber instant I net access. It


is suitable for High data transfer requirements. Server applications can be easily built
on it. In the Leased connection, an X28 connection allows only one Data Transfer at a
time, while an X25 connection allows multiple persons to communicate at the same
time. X28 is suitable for Mediocre Data Transfer applications, while X25 is suitable
for High Data Transfer or Multiple access applications. For example a Company may
decide to take X28 Dialups for its District Offices, X28 Leased for its Regional
Offices and X25 for its Head Quarter
33

Permanent Virtual Circuits The Permanent Virtual Circuit initiates a permanent link
between two subscribers of the Network. The Permanent Virtual Circuit replaces an
end-to-end Leased line without the need for call set-up procedure. Very useful for
Corporate

Houses

wishing

to

link

two

or

more

major

offices.

It is like a HOTLINE linking the offices across the country.


Reverse Charging In Reverse Charged calls, the call is billed on the CALLED
subscriber. This enables Information Bureaus, Computing Bureaus etc. to exclude
communication costs as a part of their services to the customers. I.e. the customer is
able

to

access

the

service

without

having

to

pay

for

it.

It is akin to a TOLL FREE number for the CALLING subscriber.

TELEX or Telegraph
The Telegraph services were opened to public during February 1855. To implement
modern technology in the telegraph network a National Message Switching Network
Plan

was

prepared

in

1986.

The growth of Telegraph services has been affected owing to the impact of other nonvoice services and improvement in density of telephones, nevertheless the service has
social relevance and historical importance.

Network
34

All the cities(300) and towns (4689) as per 1991 census and a large number of villages
have access to Public Telegraph Services through Telegraph Offices.
Services
Telegraph services are being provided through Telegraph offices, Telecom Centers and
Bureau FAX centers. A number of new types of telegraph services such as Store &
forward message switching system, electronic key-board concentrator, electronic
teleprompters and formatted terminals have been introduced.
Express

Money

Transfer

Service

which aims at delivering money within few hours after rendering at the counter of a
telegraph office was introduced in A.P. Telecom Circle on experimental basis. This
service is being made available at many of the stations in Tamilnadu, Kerala,
Karnataka, Maharashtra and metro cities of Delhi & Calcutta.

EPABX services

FREE VOICE AND DATA EPABX Staying ahead of the aspirations of its Valued
Customers to provide latest and varied value added services, BSNL has brought out a
scheme to provide bundled telecommunication services through the provision of Voice
& Data EPABX systems at customer location connected to the telecom backbone on
BSNLs

nationwide

telecom

network.

The scheme provides for free deployment of state of the art EPABX systems capable
35

of providing both voice and data connectivity at the customer premises wherein the
supply, installation, operation and maintenance of the entire system would be done by
BSNL through its appointed and empanelled vendor(s). The voice and data
connectivity to the said systems shall be provided by BSNL at the applicable rates.
BSNL has tied up with various Telecom Solution Providers to provide end-to-end
solution

to

its

valued

customers.

To its valued customers.


SCHEME
Intra & Inter Office Voice Connectivity
Data Connectivity & Internet Access through dialup & xDSL
Value Added Services (VAS) Voice mail and optional services such as Predictive
Dialers, Automatic Call Distribution, Information Pop-Up Screens, VoIP, Voice Mail,
Inter Office Video-Conferencing etc
system specifications shall be optimized to provide Services desired by the customer.

1.5 Business Processes


1. Be leading telecom service provider in India with global presence.
2. Create a customer focused organization with excellence in sales, marketing and
customers care
3. Leverage technology to provide affordable and innovative products and services
across customer segments.
4. Provide a conducive work environment.
36

It is true for organizations that the strongest form of vision or motivation is based on
What Legacy we want to leave. And to achieve it, it must take a principled centered
path. History is full of examples that many organizations have vanished grown and
vanished overnight as their path to achieve vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and
all. The best way to implement is to involve them in formulation. But even if it is
conceived by higher management then it has to be explained to each and every
individual of the organization, otherwise it may remain as a showpiece.

Marketing vision of the BSNL has to be based on overall mission and vision of the
organization. The mission of BSNL is to provide world class State-of-art technology
telecom services on demand

at affordable price and to provide world class telecom

infrastructure to develop country's economy.


And the vision of BSNL is to become the largest telecom Service Provider in
Southeast Asia.
In dynamic environment anything permanent is CHANGE. So we must revise and
review so that focus is never lost.

BSNLs objective of any marketing activity is to satisfy the customers need and want,
for which customers are offered something beyond their expectations from the service

37

or the product. The objective being to acquire and retain the customers, who should
continually feel that they are getting more value of the money, they are departing with.
Marketing is optimization of long-term mutually valuable relationships between
consumers and organization. Successful Marketing focuses on understanding the
needs and desires of the customers and is achieved by placing these needs at the heart
of business by integrating them with the organization strategy, people, technology and
business processes. At its most basic, Marketing involves customers, organizations
and relationships and the combination creates the need for the management.
Marketing is about creating a competitive advantage by being the best at
understanding, communicating, and delivering and developing existing customer
relationships in addition to creating and keeping new customers. The concept of the
product life cycle is giving way to customer life cycle, focusing on developing
products that anticipate the future needs of existing customers and creating services
that extend the existing customer relationship beyond the mere transaction. The
customer life cycle will focus on lengthening the life span of the customer with the
organization rather than the endurance of a particular product. Customers have
changing needs as their life styles alter- the development and provision of products
and/or services that continuously seek to satisfy those needs is good Marketing. The
Marketing will focus greater attention on how to deliver customer satisfaction and
organization will begin to structure itself around customer segments and not product
lines. A good Marketing Strategy will take the business vision and apply it to the
customer base. Once marketing is understood, we can define marketing management
as analyzing marketing opportunities, researching and selecting target markets,

38

designing marketing strategies, planning marketing programs, and organizing,


implementing, and controlling the marketing efforts.

Marketing Process:
Marketing process is broad term and includes all the marketing activities done by
marketing manager to gain all benefits from the market.
Some important marketing processes carried on by marketing manager in bsnl.
o
o
o
o

Knowing about product, services or ideas customers want.


Developing a product with the appropriate features and quality.
Setting the pricing of the product correctly.
Product promotion, spreading the word about why customers should buy the

product of your company.


o Selling and delivering the product to the end user.

Selling is the act of

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


value for) a product or service.

Corporate Social Responsibility:


BSNL was the most trusted telecom brand in year 2003-04. We have been given
Golden Peacock award for Best Corporate Social responsibility. Achievements need to
be highlighted through public relation exercise like press meet. This will help us in
building our marketing image. India Telephone Cards are in shortage when there is no
capacity constraint? it imply that our planning for printing, inventory management,
logistics, and supply chain and of course franchisee management is inefficient? Do we
have targets for these just like DELs & Cell One? Why cant we leverage this huge
network for better customer care and improve collection efficiency? We must realize
39

that with waiver of security deposits, no OYT schemes, no advance rentals,


adjustment of landline security for CellOne, we dont get fixed deposits to meet our
funds requirements. Everything has to be met from Operating revenues. We need to
improve collections, realize bills early, not on the last day of payment and reduce bad
debts
Growth in mobile is high but what about churn? Cant we analyze & reduce it?
Acquisition cost is usually said to be 5-8 times the retention cost.

It is high time we learn fast, groom ourselves, improve our mindset and act fast.
Business perspective is equally important as excellence in Telecom operations,
maintenance, and installations & planning. Our core competence should be telecom
business acumen and not just traditional expertise developed over the years.

Government involvement in BSNL


The Govt. of India currently holds 56.25% stake in the company. Coverage Almost
whole of the nation. The company has also received the Navratna status.

How the demand of BSNL is increasing in the market


Some of the factors that contribute towards making higher demand of BSNL in the
market are given bellow: Company providing vital infrastructure.
Sustained growth.
Increasing demand in a fast developing economy.
40

Cost reduction due to induction of new technologies and computerization.


Exciting developments in new services every day.

Awards of excellence
BSNL adds one more feather to its cap. Centre for Excellence in Telecom
Technology & Management (CETTM) has been awarded with the ISO 9001: 2000
Certification for providing training in the field of Telecom Technology &
Management.
BSNL's Centre for Excellence in Telecom Technology and Management received
ISO 9001-2000 certification on 4th July, 2005. This quality certification is the first
step in developing CETTM as world class training
Centre."
BSNL with a market share of about 13% of the National Telecom Network has a
customer base of about 4.98 million lines at the end of 2002- 0

1.6 SWOT Analysis:


Strengths:
1. Established organization with government support.
2. Better coverage of network.
3. So that they can give more stress on advertisement by their different place
exchange representatives.
4. Very much transparent

in

billing

for

the

satisfaction

of

all

the subscribers. No hidden system of billing.


5. BSNL maintains solid partnerships with its customers.
6. It has a competitive pricing policy.
41

Weaknesses:

1. Do not provide smooth service.


2. Frequent network problem.
3. Trade union problem.
4. BASIC TRANS RECIEVER SYSTEM disturbances.
5. Reduce in sales and lack of advertisement.
6. Lack of attraction in terms of customer likings offers. Etc

Opportunities:
1. They have the license to provide 3G services which no other player having.
2. Government support in terms of policy formulation and safeguarding the
companies interest

Threats
1. Increasing number of privet telecom sector players
2. Private players have better systems and processes to the customers

42

1.7 .Marketing strategies of BSNL


Our visions begin with our desires.

- Audrey Lords
We all have some visions of ourselves and our future, and that vision creates
consequences. More than any other factor, vision affects the choices we make and the
way we spend our time.

Visions drive consequences.


Principles drive results.
Key is to base vision on principles.

43

Stephen R Covey.

It is true for individuals as well as organizations. The strongest form of vision /


motivation is to base vision on What Legacy we want to leave. And to achieve it we
must take a principled centered path. History is full of examples that many
organizations have vanished grown and vanished overnight as their path to achieve
vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared by one and
all. The best way to implement is to involve them in formulation. But even if it is
conceived by higher management then it has to be explained to each and every
individual of the organization, otherwise it may remain as a showpiece.

Marketing vision of the BSNL has to be based on overall mission and vision of the
organization. The mission of BSNL is
i.

To provide world class State-of-art technology telecom services on demand at


affordable price.

ii.

To provide world class telecom infrastructure to develop country's economy.

And the vision of BSNL is

i.

To become the largest telecom Service Provider in Southeast Asia.

44

In dynamic environment anything permanent is CHANGE. So we must revise and


review so that focus is never lost.

Strong lives are motivated by dynamic purposes. -

Kenneth Hildebrand.

Marketing Objective.

The ultimate objective of any marketing activity is to satisfy the customers and today
even a step ahead i.e. delighting the customers, for which customers are offered
something beyond their expectations from the service or the product. The objective
being to acquire and retain the customers, who should continually feel that they are
getting more value of the money, they are departing with.

Marketing is the establishment, development, maintenance and optimization of longterm mutually valuable relationships between consumers and organization. Successful
Marketing focuses on understanding the needs and desires of the customers and is
achieved by placing these needs at the heart of business by integrating them with the
45

organization strategy, people, technology and business processes. At its most basic,
Marketing involves customers, organizations and relationships and the combination
creates the need for the management.

Marketing is about creating a competitive advantage by being the best at


understanding, communicating, and delivering and developing existing customer
relationships in addition to creating and keeping new customers. The concept of the
product life cycle is giving way to customer life cycle, focusing on developing
products that anticipate the future needs of existing customers and creating services
that extend the existing customer relationship beyond the mere transaction. The
customer life cycle will focus on lengthening the life span of the customer with the
organization rather than the endurance of a particular product. Customers have
changing needs as their life styles alter- the development and provision of products
and/or services that continuously seek to satisfy those needs is good Marketing. The
Marketing will focus greater attention on how to deliver customer satisfaction and
organization will begin to structure itself around customer segments and not product
lines. A good Marketing Strategy will take the business vision and apply it to the
customer base.
According to the Dictionary of Marketing Terms, 2nd edition, published by the
American Marketing Association, c1995,
Marketing is the process of planning and executing the conception, pricing,
promotion, and distribution of ideas, goods, and services to create exchanges that
satisfy individual and organizational objectives.

46

Once marketing is understood, we can define marketing management process as


analyzing marketing opportunities, researching and selecting target markets, designing
marketing strategies, planning marketing programs, and organizing, implementing,
and controlling the marketing efforts.

In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying
offer and a medium/process to exchange the offer.

47

PART-2

2.1 Research problem


As we know that research always start with a problem. Once the problems are defined
properly then one can easily chalk out the objectives for the research.
There are some problems faced by me are given below:
As we know that today customer are more dynamic, their needs and preference
are changing very fast.
Basically cellular company depends on customer satisfaction, company wanted
to know how its customers perceived the telecom services so that proper
rectification processes could be planned and implemented.
There are difficulty faced by me to interact with consumer which does not want
to interact with me and some of them do not want to listen anything.

48

2.2 PROJECT TOPIC:


My project title is Study to determine the level of consumer satisfaction with

services of BSNL.

Reasons for studying consumer satisfaction level


The field of consumer behavior holds great interest for us as consumers, and as
marketers, and as students of human satisfaction
Importance of consumers: As consumers, we benefit from insights into our own
consumption related decisions: what we buy, why we buy, and the promotional
influences that persuade us to buy .the study of consumer behavior enables us to
become better, that is, wiser, consumers
Importance for marketers: As marketers and future marketers, it is important for us
to recognize why and how individual make their consumption decisions, so that we
can make better strategic marketing decisions. If marketers understand consumer
behavior, they are able to predict how consumers are likely to react to various
informational and environmental cues,

49

2.3 Research objectives & Scope


Objectives:
The subject matter for this research Project is to assess the satisfaction level regarding
the services offered by BSNL in BAREILLY. This project consists of different
objectives. They are as follows:
To know whether the customer are satisfied with services of BSNL or not

. To know which all services and service provides are being used by customers.

2.4 Scope of this study:


The know whether the customer is satisfied or dissatisfied with BSNL services
This will ultimately lead to customer satisfaction.
To purpose various recommendations based in analyzed data related to
increasing the customers satisfaction.

50

2.5 Research methodology


The purpose of research is to discover answers to question through the application of
scientific procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovered. The research methodology, not only the research
methods are but also consider the logic behind the methods. They are in the contest of
our research studied. And explain why we are using a particular method or techniques
and we are not using other. They are in the contest of our research studied. And
explain why we are using a particular method or techniques and we are not using
others.

Research design
Descriptive research design:
Descriptive research is also called Statistical Research. The main goal of this type of
research is to describe the data and characteristics about what is being studied...

Nature of data:
In this study primary data collected from survey method through the questionnaire

Collection of data:
51

The data were collected from the respondents through the distribution of
questionnaire.

Method of data collection: - Questionnaire is one of the most important tools


of knowing the customer view. Questionnaire helped me to know about the consumer
behavior about BSNL services in BAREILLY CITY

Area of the study- BAREILLY city


Sample size - The sample size is 100 respondents from various age groups and
professions

Sampling method- Convenience sampling

QUESTIONNAIRE:
The following four questions need to be answered in designing an effective
Set of questions or a questionnaire:

1) Will the respondent have the information/knowledge needed to answer the


questions?
2) Will the respondent understand the questions?
3) Will the respondent likely to give a true answer?

52

2.6 Data Analysis & Interpretation

QUESTION-1): Which telecom connection do you use?


Description: This question had been design to know what percentage of respondent
were using BSNL connection and what percentage of respondent were using others
connections.

Table no: 1
Table showing type of telecom connections use by user
Options

Responses

Percentage

BSNL

70

70%

Others

30

30%

Total

100

100%

53

Figure: 1
Figure showing type of telecom connections use by user

80
70

70
60
50
40

30

30
20
10
0
BSNL

OTHERS

Interpretation
I surveyed 100 respondents out of which 70% (70 respondents) were using the
cell phone or landline services and 30% (30 respondents) were using any other
service.

54

QUESTION-2): For clear sound and better coverage which telecom companies
do you think best?

Description: This question had been design to know perception of respondent that
which company is providing best services and terms of clear sound and better
coverage.

Table no: 2
Table showing the responses of user that they use which telecom connections for
better coverage
Options

Responses

Percentage

BSNL

28

40%

Reliance

14

20%

Airtel

14

20%

Vodafone

10%

Tata

10%

Total

70

100%

Figure: 2
55

Figure showing the responses of user that they use which telecom connections for
better coverage
45%
40%

40%

35%
30%
25%

20%

20%

20%

15%
10%

10%

10%

VODAFONE

TATA

5%
0%
BSNL

RELIANCE

AIRTEL

Interpretation
70 respondents were using the services of BSNL but among them 40% (28
respondents) think that BSNL is providing best services, 20% (14 respondents) think
that reliance is providing better services, 20 %(14 respondents) think that Airtel is
providing best services, 10% (7 respondents) think Vodafone is providing best
services, 10% (7 respondents) think that Tata and is providing best services.

QUESTION-3) How much are you satisfied with the services provided by BSNL?
56

Description- I had used this question to check satisfaction level of the respondents
that how much respondents were satisfied and how much percentage of respondents
were on satisfied with services provided by BSNL.
Table no: 3
Table showing the response of satisfaction level after using the BSNL services

Options

Responses

Percentage

Satisfied

42

60%

Dissatisfied

28

40%

Total

70

100%

Figure: 3
Figure showing the response of satisfaction level after using the BSNL services
70%
60%

60%

50%
40%

40%
30%
20%
10%
0%
SATISFIED

DISSATISFIED

Interpretation: Out of 70 respondents, 60% were satisfied (42 respondents), 40%


were dissatisfied (28 respondents)
57

QUESTION-4): DO YOU HAVE 3G CONNECTIONS?

Description: This question had been designed to know how much % of respondents
were using BSNLs 3G connection.
Table: 4
Table showing the number of respondent who have 3G connections.
Options

Responses

Percentage

yes

10%

No

63

90%

Total

70

100%

Figure: 4
Figure showing the number of respondent who have 3G connections.
100%

90%

90%
80%
70%
60%
50%
40%
30%
20%
10%

10%

0%
YES

NO

Interpretation: When I surveyed out of 70 respondents 7 were having 3G


Connections (10%) and 63 were not having the 3G Connections (90%).

58

QUESTION-5) How much are you satisfied with the 3G connections?

Description: This question had been designed to know that how much respondents
were satisfied with BSNL 3G connections among whom availing 3G services.

Table no: 5
Table showing the respondents satisfied with 3G connections

Options

Responses

Percentage

Satisfied

71.4%

Unsatisfied

28.6%

Total

100%

Figure: 5
Figure showing the respondents satisfied with 3G connections
59

80.0%
71.4%
70.0%
60.0%
50.0%
40.0%
28.6%

30.0%
20.0%
10.0%
0.0%
SATISFIED

UNSATISFIED

Interpretation
Out of the 7 respondents 71.4% (5 respondents) were satisfied, 28.6% (2 respondents)
were dissatisfied.

QUESTION-6): Are you using internet connection?

Description- I made this question to know how much respondents have internet
connection and how much respondents have not any internet connection.

Table no: 6
Table showing the number of respondents who are using the internet connection
Options

Responses

Percentage

60

Yes

60

60%

No

40

40%

Total

100

100%

Figure: 6
Figure showing the number of respondents who are using the internet
connection.
70%
60%

60%

50%
40%

40%
30%
20%
10%
0%
yes

no

Interpretation- Out of 100 respondent 60 %( 60 respondents) are using internet


connection, 40 %( 40 respondents) are not using internet connection.

QUESTION-7): WHICH NET CONNECTION DO YOU HAVE?

61

Description: I used this question to know which net connection respondents were
using. This question had been used to ask to the respondents who were availing
internet connections.

Table no: 7
Table showing which type of net connections is used by respondents
Options

Responses

Percentage

BSNL broadband

36

60%

Airtel broad band

12

20%

Reliance

10%

Tata photon

10%

Total

60

100%

Figure: 7
Figure showing which type of net connections is used by respondents

62

70%
60%

60%

50%
40%
30%
20%
10%

20%
10%

10%

0%

Interpretation: Out of 60 respondents who are using internet connection, 60%


(36respondents) were using the BSNL broadband, 20 %( 12 respondents), 10 %( 6
respondents) were using reliance and 10 %( 6 respondents) were using Tata photon
internet connections.

Question-8) Are you using BSNL landline services?

Description I made this question to know about how much respondents are using
BSNL landline service

Table no: 8
Table showing the no. of respondents who are using landline services
63

Options

Responses

Percentage

Yes

30

30%

No

70

70%

Total

100

100%

Figure: 8
Figure showing the no. of respondents who are using landline services
80%
70%

70%
60%
50%
40%
30%

30%

20%
10%
0%
YES

NO

Interpretation- out of 100 respondents, 30 %( 30 respondents) were using BSNL


landline and 70 %( 70 respondents) were not using BSNL landline services.

QUESTION-9) Do you face any difficulty in landline connections?


Description: I made this question to know about how many respondents are facing
problem while they are using landline connection
64

Table no: 9
Table showing the no. of respondents who face any difficulties while using the
landline connections
Options

Responses

Percentage

Yes

12

40%

No

18

60%

Total

30

100%

Figure: 9
Figure showing the no. of respondents who face any difficulties while using the
landline connections
70%
60%

60%
50%
40%

40%

30%
20%
10%
0%
YES

NO

Interpretation

Out of 30 respondents who were using BSNL landline, 40% (12 respondents) were
facing the problems and 60% (18 respondents) were satisfied with the BSNL services.
65

Q.10) Is it required to reduce further the call charge on BSNL mobile services

Description: I made this question to know about the how many respondents want to
reduce the call charge of BSNL. 92% respondents gave answer yes .but
8%respondents gave answer no because they are not usin
Table no: 10
Table showing the responses of respondents who think that the call charge should
be reduce.
Options

Responses

Percentage

Yes

92

92%

No

8%

Total

100

100%

Figure: 10
Figure showing the responses of respondents who think that the call charge
should be reduce

66

100%

92%

90%
80%
70%
60%
50%
40%
30%
20%
8%

10%
0%
YES

NO

Interpretation- out of 100 respondents 92% were saying yes and 8%were saying no.

2.7. Findings

67

1. With the help of questionnaire we find that in BAREILLY city.


70%respondents were using BSNL connections and 30%were using others
connections.

2. With the help of questionnaire we find that 40% respondents were highly
satisfied with the services providing by BSNL and 30%were satisfied, 20%
dissatisfied, 10% highly satisfied.
3. In the case of 3G connections we find that 70% were not satisfied with the
services of BSNL.
4. In the case of internet connections we find that 60%respondents were using
BSNL BROADBAND. It means customers were more satisfied with the services
of broad band connections.
5. In the evening, lines are not getting connected since network problem was too
high.
6. When phone went out of order, the respondents were still charged for calls.
7. Customers are very much dissatisfied with Linemen, because of irresponsibility.
(Collecting amount from customers).
8. Regarding Cell one respondents complained, Network is always busy
9. During the rainy season noise in the instrument is a problem.
10. Customers are expecting more number of free calls

2.8 Conclusion
With the help of research we have come to the conclusion that BSNL is a best service
provider in BAREILLY city Because they satisfied the consumers through providing
68

service. Consumer satisfaction towards BSNL services is positive and satisfactory.


BSNL provide world class state art of technology telecom services to its customers on
demand at reasonable.

2.9 Suggestions
1. All the service providers are made good advertisements for their service.
Because, advertisements are take little part for influencing the consumers. So
BSNL should make more effective advertisements.

2. The customer care centre should pay more attention in receiving and solving
customers complaints.

3. The free incoming calls are key factor for satisfying customer. The Same
strategy should follow in future also

4. BSNL should increase the height of their BTS towers because due to the more
construction works in the area lately due to which the signals are week.
5. BSNL should try to attract the young people.

2.10 .Limitations of the study Though the detailed investigation is made in the present study, still there are following
limitations.

69

1. Information provided by the customers may not be accurate. They may hide some
of the information at the time of filling up the questionnaires.

2. This study is based on the prevailing customers satisfaction. But the customers
satisfaction may change according to time, fashion, technology, development, etc.
3. As per the population of the study is huge; a sample size of 100 sample respondents
is only covered till now.
. 4. This study is restricted only to the BAREILLY. So, the results may not be
applicable to other areas
.

2.11. Bibliography

Books
70

1. Marketing Research G. C. Beri


2. Research Methodology C. R. Kothari
3. Marketing Management Philip Kotler

WEBSITES
1. www.bsnl.co.in
2. www.cellone.co.in
3. www.bharatsancharnigam.com
4. www.google.co.in

2.12.Annexure
QUESTIONNAIRE

71

Questionnaire for Study to determine the level of Consumer Satisfaction BSNL


Services at BAREILLY

A. Full Name: ___________________________


B. Address ______________________________________________________
C. Contact NO.:________________

QUESTION-1): Which telecom connection do you use?


a- BSNL
b- Others
QUESTION-2): For clear sound and better coverage which telecom companies
do you think best?
abcde-

BSNL
Reliance
Airtel
Vodafone
Tata indicom

QUESTION-3) How much satisfied are you with the services provided by BSNL?
abcd-

Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied

QUESTION-4): Do you have 3G connection?


72

a- Yes
b- No
QUESTION-5)) How much are you satisfied with the 3G connections?
a- Satisfied
b- Dissatisfied
QUESTION-6) Are you using internet connection?
a- Yes
b- No

QUESTION-7) Which net connection do you have?


abcd-

BSNL broadband
Airtel broadband
Reliance
Tata photon

QUESTUON-8) Are you using landline services


a- yes
b- no
QUESTION-9) Do you face any difficulties in landline connections?
a- yes
b- no

QUESTION-10) Is it required to reduce further the call charge on mobile


services?
a- yes
b- no

73

Respondent signature

74