List of the tables:-

Table 1: Preference rating observed value table

Table 2: Preference rating Calculation
Table 3: Frequencies for Performance rating of BSNL
Table 4:Chi square analysis for Performance rating of BSNL
Table 5: Observed value for different parameters
Table 6: Expected values for different parameters
Table 7: Chi square calculation table
Table 8: Showing tabular format of responses by each franchisee

List of the charts:-

Chart 1: Awareness of BSNL service
Chart 2: Advertising media rating
Chart 3: Parameter & their preference rating
Chart 4: BSNL’S Performance rating
Chart 5: Difficulty in CSC
Chart 6: Frequency of customers who asked for duplicate bills
Chart 7: Frequency of Waiting in queue for query
Chart 8: Frequency showing BSNL’S online service users
Chart 9: BSNL’S Brand rating
Chart 10: BSNL’S Quality rating
Chart 11: BSNL’S affordability rating
Chart 12: BSNL service availability rating
Chart 13: BSNL’S service rating

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 1

 Chart 14: Frequency showing same customers using other service
Chart 15: Brand rating of other services
Chart 16: Quality rating of other services
Chart 17: affordability rating of other services
Chart 18: Availability rating of other services
Chart 19: service rating of other services
Chart 20: Rating showing performance of last three services given to customers
Chart 21: BSNL users using BSNL from
Chart 22: BSNL users rating to recommend others for using service
Chart 23: Rating for treatment given at CSC
Chart 24: Rating for CSC layout

INTRODUCTION
1.1 Statement of Problem

A study has been conducted in order to understand the customer opinion and
satisfaction level of various landlines and mobile services of BSNL in Bhivandi& Wada
under Kalyan region, research titled “A STUDY ON CUSTOMER SATISFACTION FOR
BSNL PRODUCTS AND SERVICES AND BSNL FRANCHISEE’S PERFORMANCE
IN DISTRIBUTION” has been conducted.

1.2 Importance of Study

In today’s competitive world communication plays a vital role & telecom industries
are the major source for communication today. Thus BSNL, being a public sector obviously
have to compete with various players like Airtel , Vodafone, Reliance , Tata indicom& some
newly entered private players with their all the rules and regulations guided by
TRAI(Telecommunication Regulation Act of India). Hence in order to understand all the
aspects like customer’s requirement their likes and dislikes & their preference is the major
part of study.
1.3 Objectives
1.3.1 To ascertain the customers preferences& customers Satisfaction level of Land line
and Mobile Services for BSNL in Bhivandi&Wada region.
1.3.2 To analyse the Customer opinion and satisfaction with specific reference to BSNL.
1.3.3 To suggest some guidelines to BSNL in order to provide better focused services.
1.3.4 To learn about the brand attributes and their preferences in BSNL.

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1.4 Scope of the study
1.4.1This research study is useful for BSNL to understand the expectations and requirements
of customers to serve them in better way.
1.4.2This research was conducted from May 2010 to June2010
1.4.3The respondents from Bhivandi& Wada region are selected for this study.
1.4.4The brand equity was measured in terms of brand awareness, affordability, availability
& Quality of service and preferences about the brand.

1
1.4
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. The samples were
taken from the Bhivandi& Wada Region.
For the study 57 samples are taken from Bhivandi& 41 samples are taken from Wada
region.
The researcher had prepared a Questionnaire both open and close ended questions to
get responses for the following areas:
i. Location
ii. Age.
iii. Occupation.
iv. Brand awareness
v. Quality, affordability, availability of service.
vi. Mobile service Usage.
1.6 Limitations of the Study:
➢ Time was not sufficient to conduct detailed study.

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 ➢ Study had been conducted only for the Bhivandi& Wada region.
➢ For few questions researcher was not able to get proper response which are as
follows:
i. Chances of Switching.
ii. Reason for Switching.
iii. Comparative questions.

Company Profile

1 Particulars of organisation
Incorporated on 15.9.2000, vide Registration No. 55-107739, dated the 15th September, 2000
and became entitled to commence business with effect from 19th September, 2000.
2 Date of incorporation:
The Company (BSNL) took over the .business of providing telecom services and network
management throughout the country except the metro cities of Delhi and Mumbai of the
erstwhile service providing departments of the Govt. of India, i.e., the Departments of
Telecom Services and Telecom Operations i.e. 1.10.2000 pursuant to an MoU signed
between the BSNL and the Govt. of India.
3 Type of company
Government Company under Section 617 of the Companies Act, 1956.
4 Administrative ministry
Govt. of India, Ministry of Communication and Information Technology, Department of
Telecommunications.
5 Objectives of the company
As set out in the objects clause of the Company’s Memorandum of Association.
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, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP
services, IN Services etc. Presently it is one of the largest & leading public sector units in
India.

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 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. Today1it has about 46 million line basic
telephone capacity, 8 million WLL capacity, 52 Million GSM Capacity, more than 38302
fixed exchanges, 46565 BTS, 3895 Node B ( 3G BTS), 287 Satellite Stations, 614755 Rkm
of OFC Cable, 50430 Rkm of Microwave Network connecting 602 Districts, 7330
cities/towns and 5.6 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives to
bridge the Rural-Urban Digital Divide ICT (Information and communication technology)
sector. The Aim of BSNL is to reach to each and every corner of India.
Responsibilities
1 Towards customers
To provide prompt, expected and efficient service and quality of products/services at fair and
reasonable services.
2 Corporate social responsibilities
BSNL is committed to provide quality Telecom Services at affordable price to the citizens of
the remotest part of the Country. BSNL is making all effort to ensure that the main objectives
of the new Telecom Policy 1999 (salient points indicated below) are achieved:
Access to telecommunications is of utmost importance for achievement of the country's
social and economic goals. Availability of affordable and effective communications for the
citizens is at the core of the vision and goal of the new Telecom policy 1999.
Strive to provide a balance between the provision of universal service to all uncovered areas,
including the rural areas, and the provision of high-level services capable of meeting the
needs of the country's economy encourage development of telecommunication facilities in
remote, hilly and tribal areas of the country;
Transform in a time bound manner, the telecommunications sector to a greater competitive
environment in both urban and rural areas providing equal opportunities and level playing
field for all players.

3 Assistance during natural calamities

BSNL always remains awake of its responsibility as a corporate citizen. When the destructive
Tsunami waves struck the Indian shores, BSNL Company swung into action immediately for

1 http://www.bsnl.co.in/about.htm

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providing relief to those affected in the coastal areas. Communication networks at the Coastal
areas of Tamil Nadu, Kerala and the Andaman and Nicobar Islands – worst hit in the
Tsunami - were promptly restored within the shortest possible time. BSNL along with the
employees contributed an amount of Rs. 2,207 lakhs to the Prime Minister’s Relief Fund.
Telephone Services were restored in record time in the flood-hit areas of Gujarat and
Maharashtra.

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Literature Review

Research methodology2
Research Methodology is the “systematic method of discovering new facts of
verifying old facts, their sequences, interrelationships, causal explanations and natural laws
which govern them”
P.V.Young
“Careful critical enquiry or examination in seeking facts for principles, diligent investigation
in order to ascertain something Webster International Dictionary
Types of Research3
The various types of researches that are studied in this project are
1.1 Exploratory Research
Exploratory Research is an initial research which analyzes the data and explores the
possibility of obtaining as many relationships as possible between different variables
without knowing their end applications. This means that a general study will be
conducted without having any specific end-objective to establish as many relationships as
possible between the variables of the study. This type of research lay the foundation for
formulation of different hypothesis of research problems.
Different types of these are literature survey, experience survey and study of problems to
have an insight.
1.1.1 Literature survey
It is a study involving a collection of literatures in the selected area of research
in which the researcher has limited experience. It helps the researcher to update with
the past data, data sources and results, which will be useful for related researches in
the future.

2Lal.Bindrawan, Research Methodology, ABD publishers, Jaipur

3Panneerselvam.R, Research Methodology, Prentice- Hall of India Private ltd, New Delhi,
2008

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1.1.2 Experience Survey
It is the survey of experts or specialists in a particular field which act as a
database for future research. This survey gathers the experiences of specialists in
terms of their skill and knowledge.
1.2 Conclusive Research
Conclusive research tests the hypothesis of a research problem formulated by exploratory
research and draws definite conclusions for implementation. After validating the
hypothesis, a decision making framework can be formulated.
They are further classified as Descriptive research and experimental research.
1.2.1 Descriptive Research
This research tries to describe the characteristics of the respondents in relation
to a particular product or a practice/culture of importance. It is carried out with a
specific objective
1.2.2 Experimental Research
An experimental research is used to study the effect of set of factors on the
response variable of a system of study. This research is conducted in a controlled
environment.
1.3 Modelling Research
A model is an abstraction of reality. Many of the real life problems of business situations
can be formulated as models. Different types of models applied to business situations are
symbolic models, simulation model and mathematical models.
1.3.1Symbolic Model
Symbolic model is a representation of performance measure of the system of interest
in terms of its variables. This means that the attributes of a system are related by an equation.
Regression equation is an example of a symbolic model
1.3.2Mathematical Model
They are mainly operations research models which are aimed to solve complex real
life problem arising in the direction and management of large systems of men, machines,
materials, and money.

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1.3.3Simulation Model
Simulation is an experiment conducted over a real life stochastic system in a scaled
time frame to extract as many average operational statistics as possible to formulate
respective decision guidelines at all levels of management.

1.1 Algorithmic Research

It’s a well-defined sequence of steps to solve a problem of intrests in industry,
business and government
Formulation of problem4
In the research process the first and foremost step happens to be that of selecting and
defining the proper research problem. A researcher must find the problem and formulate the
problem so that it becomes susceptible to research.
The research problem is in general refers to some difficulty which a researcher
experiences in the contexts of either a theoretical or practical situation and wants to obtain a
solution for the same. The research problem can be formulated in different situations and the
conditions for defining the research problem are listed below
1. There must be an individual (or a group or an organization)
2. There must be at least two courses of action
3. There must be at least two possible outcomes
4. The course of action available must provide some chance of obtaining the objective.
Why to define the research problem?
If the problem is well defined it builds a path for the entire research process and is helpful
for carrying out the investigation in a specific desired direction. The basic necessities of
defining the problem are,
1. The research problem defined must not have any ambiguity
2. The research problem that is defined must be relevant
3. It should enable the researcher to be on track. An ill-defined problem can create
hurdles.
4. It should state the boundary of the research within which researcher wants to study
the problem.

4Kothari C R. “Research methodology methods and

techniques.”WishwaPrakashan, july 1998

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 A well-defined problem helps to carry out the research in a smooth way and the
chances of error can also be minimised.
The various techniques adopted in defining the research problem are
1. Statements of problem in general way
2. Understanding the nature of problem
3. Developing the ideas through discussion
4. Development of research design
Research design is done on the basis of the nature of research adopted the various
types of design are
1. Research design in case of exploratory research studies
2. Research design in case of descriptive and diagnostic research studies
3. Research design in case of hypothesis-testing research studies
Methods of sampling adopted5
Sampling methods are classified as probability sampling & non probability sampling
methods.
Probability sampling-
In case of probability sampling each unit of population has probability of being
selected. The main advantage of this method is complete elimination of human bias in
picking units from population.

5Panneerselvam.R, Research Methodology, Prentice- Hall of India Private ltd, New Delhi,
2008

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Types of Probability sampling-
1) Random sampling
2) Systematic sampling
3) Stratified sampling
4) Cluster sampling
5) Multistage sampling

Types of Non probability sampling-

1. Convenience sampling
2. Judgement sampling
3. Quota sampling
4. Snowball sampling
Sampling Technique used in Research
Sampling technique used in the research is convenience sampling.
Convenience sampling
The non-probability sampling method in which interviewers will decide the choice of
sampling units based on their convenience
In most of situations, the following may be true
1. The sampling units may be distributed sparsely
2. many respondents will refuse to fill the questionnaires
3. Some respondents will not cooperate in filling the questionnaire
4. Some of the interviewers may not be serious in selecting the sampling units as per the
assumed sampling plan
Though the probability sampling gives better accuracy level in terms of the study,
there are many practical inferences of the study, there are many practical difficulties in fully
executing probability sampling because of the limitations stated above, so interviewers prefer
to convenience sampling to overcome these difficulties. Sampling units for this research are
selected from Bhivandi& Wada BSNL region because these are the major areas of sales
comes under Kalyan franchisee.
Data collection techniques adopted-
Data are the basic input for any decision making process in business or any research
method. Data can be classified as Primary data & Secondary data

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Methods used in Primary data collection are-
1. Observation method
2. Personal interview
3. Telephone interviews
4. Mail survey
5. Questionnaire method
Methods used in secondary data collection-
Secondary data can be obtained from internal sources as well as external sources.
Internal sources-
1. Sales record
2. Marketing activity
3. cost information
4. distributor report
5. customer feedback
External sources-
1. Government publications
2. journals
3. publication of trade association
4. books
5. magazines
6. newspapers
7. Annual reports
8. research reports
9. Internet

Data collection Techniques Used in Research-

Primary data collection Technique
1. Personal interview
2. Questionnaire method
The widely used method especially in case of surveys. It is used to obtain objective
& qualitative data. The list of questions is sent to different units of population to get their
response to obtain standardised result that is tabulated & treated statistically to reach at
particular solution

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Internal sources-
1. Marketing activity
2. Distributor feedback
3. Customer feedback
External sources-
1. Books
2. Magazines
3. Newspapers
4. Internet-
Data presentation6
After data collection, the role of survey is classification & tabulation of data. Data is
classified in tabulated form for sake of effectiveness. This tabulated data is then presented in
graphical & diagrammatic forms like bar diagram, column diagram ,pie charts...
Development of hypothesis7
Hypothesis is generally considered as the principle instrument in the research process.
The basic aim of the development of the research hypothesis is to study the information in the
present and then analyse the flows in it and rectify the situation to gain the advantage in
future. Hypothesis made generally enables the researcher to analyse the population
parameters.
A hypothesis is a proposition that attempts to explain a set of facts in a unified way. It
generally forms the basis of experiments designed to establish its plausibility. Simplicity,
elegance, and consistency with previously established hypotheses or laws are also major
factors in determining the acceptance of a hypothesis. Though a hypothesis can never be
proven true (in fact, hypotheses generally leave some facts unexplained), it can sometimes be
verified beyond reasonable doubt in the context of a particular theoretical approach. A
scientific law is a hypothesis that is assumed to be universally true.
The hypothesis defined must have following characteristics
1. It must be clear and precise
2. It must be capable of being tested
3. It must state the relationship between variables

6Abdel Baset I.M. Hasouneh “Research Methodology”Sublime Publications,Jaipur,2003

7Kothari C R. “Research methodology methods and
techniques.”WishwaPrakashan, july 1998

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 4. Hypothesis must have limited scope and must be specific
5. It should be simple and understandable and must not have any ambiguity
6. Hypothesis must be consistent with the known facts
7. It must be in accordance with the time allotted for carrying out the research
Analysis of data8
Analysis of the data is carried out after classifying the given data and presenting it in to
various forms as discussed above.
The analysis is carried out by defining the suitable hypothesis and applying various statistical
tools as listed below
1. Chi-square test
2. T-test
3. F-test
4. Z-test
5. ANOVA.
The test is applied as per the requirement of the research and the nature of the data collected.
The data is collected in qualitative and Quantitative form. The table values are compared with
the calculated value to arrive at the conclusion. And based on these conclusion the various
recommendations are drawn.

8Michael V P. “Research methodology in management,” Himalaya Publication House,

mumbai,1997.

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Procedures
Up on considering the various options available for obtaining data it was determined
that the survey was the most effective way to complete the project. Thus survey is conducted
to obtain sufficient amount of data.
Identical survey questions were asked to all the respondents at the following places listed
below
1 Bhivandi
2 Wada
The survey format was developed on the basis of the literature review and the
questions were also developed on the basis of the literature review and focused towards the
Customer services provided at BSNL.
The questionnaire contains both open and closed ended questions and each question
have different criterion for the interpretation like Scaling or Grid based questions etc.
The data so collected is thoroughly studied and analysed using various tools and
techniques in statistics like “testing of hypothesis”.
The sampling technique is used is convenient sampling and is conducted at
Bhivandi& Wada & response is taken from 98 respondents (57 from Bhivandi& 41 from
wada region) and a confidence interval of 95% are used to determine the table values.

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Analysis 1 :- Study on customers Satisfaction:
Designed Questionnaire
Bharat Sanchar Nigam LtdTop of Form
Name : - _______________________________________ Age____________________
Gender:-

Male Female
Occupation: - ______________________________________________________________+

1. Are you aware of BSNL Services?

Yes No
2. Which media you come across as far as the advertising is concerned

Print Audio-visual outdoor Internet

3. Why do you prefer to purchase the BSNL Products

Brand Preference Availability Affordability Quality Value added services

4. Rate the Performance of BSNL
1 2 3 4 5 6 7 8 9 10
Very Poor Excellent

5. Do you find difficulty in "Consumer service Centres" of BSNL

Yes No
6. Have you asked For duplicate Telephone bills when the original bill is not received

Yes No
7. How frequently do you wait in queue for your query

Mostly Rarely Never

8. Do you use online services provided by the BSNL

Yes No
9. Rate the BSNL on the following grounds
Satisfactor Very
Excellent Good Poor
y Poor
Brand

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 Satisfactor Very
Excellent Good Poor
y Poor
Quality

Affordability

Availability

Services

10. Do you use any other services if yes then compare them on the basis of following
parameters BSNL
Satisfactor Very
Excellent Good Poor
y Poor
Brand

Quality

Affordability

Availability

Services
11. Rate the last three services that are provided at BSNL Service centre Other
Very
Excl Good Satisfactory Poor
Poor
Service1

Service2

Service3

12. How long are you using the BSNLservices?

Less than 1 year 1 - 3 year 3 - 5 year

5 - 10 year More than 10 year

13. How do you recommend BSNL services to others

1 2 3 4 5 6 7 8 9 10
Very Poor Excellent

14. Rate the treatment given at the BSNL Customer Service Centre

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 1 2 3 4 5 6 7 8 9 10
Very Poor Excellent

15. Rate the BSNL service Centre as far as organizing is concerned (Layout of the Service
Centre )
1 2 3 4 5 6 7 8 9 10
Very Poor Excellent
Bottom of Form

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Analysis of Bhivandi& Wada Region
The analysis is carried out on various questions listed below and depending on the nature
of the outcome the hypothesis were formulated and the responses are represented in the
form of graphs and charts.

1. Are you aware of BSNL Services?

Chart 4: Awareness of BSNL service

2. Which media you come across as far as the advertising is concerned ?

Chart 5: Advertising media rating

3. Why do you prefer to purchase the BSNL Products?
Chart 6: Parameter & their preference rating

Hypothesis-
Ho- There is no significant difference on preference parameter to purchase BSNL products &
services
H1- There is significant difference on preference parameter to purchase BSNL products &
services.
Pref_rating

Observed N Expected N Residual

1 1 19.6 -18.6

8 8 19.6 -11.6

12 12 19.6 -7.6

38 38 19.6 18.4

39 39 19.6 19.4

Total 98
Table 1: Preference rating observed value table

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 Test Statistics

Pref_rating

Chi-Square 63.939a

df 4

Asymp. Sig. .000

Table 2: Preference rating Calculation

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 19.6.
b. At 5% level of significance chi square table value =9.49
c. Chi square calculated value = 63.939
Since Chi-square Cal> Chi-square table we reject the null hypothesis against the alternate hypothesis.
➢ Thus there is significant difference on preference parameter to purchase BSNL products &
services.
➢ Affordability & availability of the service plays an important role in purchase behaviour of
customers.

1. Rate the Performance of BSNL

Chart 4: BSNL’S Performance rating

Ho: The performance is uniformly distributed.

H1: The performance is not uniformly distributed.

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 values

Observed N Expected N Residual

1 4 14.3 -10.3

2 2 14.3 -12.3

8 8 14.3 -6.3

15 15 14.3 .7

20 20 14.3 5.7

21 21 14.3 6.7

30 30 14.3 15.7

Total 100

Table 3: Frequencies for Performance rating of BSNL

Test Statistics

values

Chi-Square 43.500a

df 6

Asymp. Sig. .000

Table 4:Chi square analysis for Performance rating of BSNL
a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 14.3.
b. At 5% level of significance chi square table value =12.6
c. Chi square calculated value = 43.500
➢ Hence the Null hypothesis is rejected & alternate hypothesis is selected
➢ Thus performance is not uniformly distributed.
➢ Thus most of the customers seem to be satisfied on BSNL’S performance while some feels
BSNL’S performance is good.

1. Do you find difficulty in "Consumer service Centres" of BSNL?

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Chart 5 : Difficulty in CSC

2. Have you asked for duplicate Telephone bills when the original bill is not received?

Chart 6: Frequency of customers who asked for duplicate

bills

3. How frequently do you wait in queue for your query ?

Chart 7: Frequency of Waiting in queue for query

4. Do you use online services provided by the BSNL ?

Chart 8: Frequency showing BSNL’S online service users

5. Rate the BSNL on the following grounds

Chart 9: BSNL’S Brand rating

Chart 10: BSNL’S Quality rating

Chart 11: BSNL’S affordability rating

Chart 12: BSNL service availability rating

Chart 13: BSNL’S service rating

Ho: There is no significant difference of the following parameters as far as the BSNL is
concerned.
H1: There is significant difference of the following parameters as far as the BSNL is
concerned.

Affordabilit Availabilit
Observed value Brand Quality y y Service Total
Excellent 17 12 21 26 13 89
Good 44 51 41 42 49 227

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Satisfactory 32 35 34 28 34 163
poor 5 0 2 2 2 11
Very poor 0 0 0 0 0 0
Total 98 98 98 98 98 490
Table 5: Observed value for different parameters

Affordabilit Availabilit
Expected value Brand Quality y y Service Total
Excellent 17.8 17.8 17.8 17.8 17.8 89
Good 45.4 45.4 45.4 45.4 45.4 227
Satisfactory 32.6 32.6 32.6 32.6 32.6 163
poor 2.2 2.2 2.2 2.2 2.2 11
Very poor 0 0 0 0 0 0
Total 98 98 98 98 98 490
Table 6 Expected values for different parameters

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 O E (O-E) (O-E)^2 (O-E)^2/E
0.035955
17 17.8 -0.8 0.64
06
0.043171
44 45.4 -1.4 1.96
81
0.011042
32 32.6 -0.6 0.36
94
3.563636
5 2.2 2.8 7.84
36
0 0 0 0 0
1.889887
12 17.8 -5.8 33.64
64
0.744247
51 45.2 5.8 33.64
79
0.176687
35 32.6 2.4 5.76
12
0 2.2 -2.2 4.84 2.2
0 0 0 0 0
0.575280
21 17.8 3.2 10.24
9
0.426431
41 45.4 -4.4 19.36
72
0.060122
34 32.6 1.4 1.96
7
0.018181
2 2.2 -0.2 0.04
82
0 0 0 0 0
3.777528
26 17.8 8.2 67.24
09
0.254625
42 45.4 -3.4 11.56
55
0.649079 Table 7: Chi square
28 32.6 -4.6 21.16 calculation table
75
0.018181
2 2.2 -0.2 0.04
82
0 0 0 0 0 Chi-square Table = 26.3
1.294382 Hence the chi-square
13 17.8 -4.8 23.04
02
0.285462 calculated < Chi square
49 45.4 3.6 12.96
56 Table
0.060122 Hence the Null hypothesis
34 32.6 1.4 1.96
7 is selected against the
0.018181 alternate hypothesis
2 2.2 -0.2 0.04
82
0 o 0 0 0 Thus there is no
18.26903
Chi Value significant difference of
09

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 24

the following parameters as far as the BSNL product & service purchase from customer is
concerned.

6. Do you use any other services if yes then compare them on the basis of following
parameters?

Other services used by BSNL customers

Chart 14: Frequency showing same customers using other service

RATING OF OTHER SERVICES USED ON FOLLOWING GROUNDS-

Chart 15: Brand rating of Other services

Chart 16: Quality rating of Other services

Chart 17: affordability rating of Other services

Chart 18: Availability rating of Other services

Chart 19: service rating of other services

7. Rate the last three services that are provided at BSNL Service centre Other

Chart 20: Rating showing performance of last three services given to customers
8. How long are you using the BSNL services?

Chart 21: BSNL users using BSNL from

9. How do you recommend BSNL services to others?

Chart 22: BSNL users rating to recommend others for using service
10. Rate the treatment given at the BSNL Customer Service Centre

Chart 23: Rating for treatment given at CSC

11. Rate the BSNL service Centre as far as organizing is concerned (Layout of the Service
Centre )

Chart 24: Rating for CSC layout

FINDINGS-
BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 25
 ➢ From the study it found that more number of the customers are using BSNL mobile
service than landline service

➢ Customers are expecting more number of free calls.

➢ With regards number of mobile services with new value added services hence
customers were switching over to other service providers.

➢ The respondents experienced network problems when they used roaming to cities.

➢ Bottom of Form
➢ FIAs BSNL is leading in rural market so some customers are not well aware of all
type of services provided by BSNL which includes Broadband service with different
plans, newly launched 3G technology while some customers are not well aware about
value added services, all type of schemes & plans provided in the service by company

➢ It seems that audio visual advertising specially new advertises of BSNL on television
plays an important role to come in focus in front of customers, while outdoor adds
like on state transport buses, banners while in case of print advertising in newspapers
also shows good response from customer. But internet plays negligible role in
advertising.

➢ Affordability & availability of the service plays an important role in purchase behaviour of
customers.
➢ From the study it seems that most of the customers wait rarely in the queue for their
query & payment of bills.

➢ From the opinion of customer & staff at CSC it seems that queue creates only at
around last 3 to 4 days of payment of bills.

➢ As survey is carried out in rural area it found that there are very less number of
customers using BSNL’s online services.

➢ Tata (CDMA & GSM), Airtel are the major competitors while Vodafone & Reliance
has also captured significant market. Other players like Idea, Aircel service are also
capturing some part of market.

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 26

 ➢ After the opinion from customer it seems that they changes their buying behaviour on
basis of Value added services & new schemes which are concerned more with
affordability.

➢ From the study it seems that BSNL is providing good service while more or less
customers are only satisfied on service provided by company.

➢ It seems that most of the customers have shown good loyalty towards BSNL service
but some of the customers found for using BSNL service more for incoming purpose
only.

➢ The treatment given to the customer at CSC is good & some are satisfied with it. But
very less response is for poor treatment & no any customer feel that treatment given is
very poor.

➢ Most of the customers are satisfied with layout & Design of CSC while some feels that CSC
layout & design is good, but very few respondents feels that it is poor.

➢ Most of the customers like B.S.N.L Advertisement and Punch line

Analysis 2:- Study on BSNL franchisee Performance in distribution

Bharat Sanchar Nigam Ltd

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 27
 FRANCHISEE SURVEY

Location: - ______________________________________________________________+

1. It takes how much time to get order after placing it?

Within a day
1-4 days
4-7 days
More than a week

1. What do you think the main reason behind sell of BSNL cards?

Brand
Trust
Service
Availability
Affordability

1. How many cards you sell on an average in a month?

2. How many Retailers do you cover?

Less than 100

100-300
300-600
600-1000
More than 1000

1. Do you Find any difficulty in distribution from company ?

Yes
No
1. In your area who are the major competitors for BSNL ?

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 28

 Vodafone
Airtel
Tata
RELIANCE
Others
1. Rate How much you are satisfied on benefit from distribution?
1 2 3 4 5 6 7 8 9 10
Very Poor Excellent

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 29

PARAMETER LOCATION KALYAN ULHASNAGAR

Time takes to get order after Within a day Within a day

placing
Reason behind sale of BSNL Service Trust
cards and service
Monthly sell of cards on Around 400-500 Around 550
average
Number of retailers Franchisee Around 500 579 at present
covers
Any difficulty in distribution No No
from company
Major competitors in their area Airtel, Tata (CDMA, GSM) Airtel, Vodafone

Monthly average 16-24 lac(4.5-6 lac per week) Around 16 lac

requisition(Including SIM , Top
ups)
Major area of sell Bhivandi, Wada Ulhasnagar

Rating on satisfaction for 6 5

benefit on distribution
(out of 10)

After survey of both these franchisee following responses are given by respective franchisees
as shown in table.
Table 8: Showing tabular format of responses by each franchisee

Findings-
➢ On placing order of SIM cards, Recharge voucher’s/top up’s from both franchisee they get
delivery on the same day which shows distribution from company is excellent. While distance
between company & franchisee is very less so it takes very short time to deliver the order to

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 30

 respective Franchisees. Thus both the franchisees don’t have any difficulty as far as
distribution from company is concerned

➢ Service provided by company & Trust of the existing customer has played an important role
in sale of BSNL’S products & services

➢ Each franchisee covers approximately around 500 retailers in their respective area.

➢ In Bhivandi ,wada, Ulhasnagar &Dombiwali area Airtel, Tata CDMA & newly launched Tata
Docomo (GSM) service are the major competitors while other private players like Vodafone,
Idea, Aircel, Reliance are also capturing some market.

➢ The requisition of order from franchisee depends on the sale, Customers demand, retailers
demand but on an average each franchisee places order of around 15-20 lac per month.

➢ Bhivandi&Wada are the major areas of sale under Kalyan franchisee.

➢ As far as the satisfaction level of franchisee on profit on distribution is concerned, it seems

that they are somewhat less satisfied on the profit given by company.

➢ BSNL SIM cards are not available in retail stores, customers have to purchase it from BSNL
exchange.

SUGGESTIONS-
➢ From the research study, it has been found out that the Customers are very particular
about the Quality of the Telecom services and hence they want BSNL to increase the
Quality of BSNL services by providing the Customers with some Value added
services (Plans & schemes).

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 31

 ➢ 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.

➢ It seems that audio visual advertising specially new advertises of BSNL on television
plays an important role to come in focus in front of customers, while outdoor adds
like on state transport buses, banners while in case of print advertising in newspapers
also shows good response from customer. So company can strengthen its presence by
focussing on such types of advertisements.
➢ Basic strength for BSNL is Availability and trust of the customer on the same
platform company should make efforts to be in leadership position because Telecom
sector today is very competitive due to presence of strong players & entry of new
players.

➢ Company can also promote performance of Franchisee’s by giving good profit margin
on sale of products & services which will be helpful to increase sale as distributor &
retailers are close to end customer &they are well aware of customer’s requirements
& expectations.

➢ BSNL service in the respected area always seems to be successful in winning

customers trust by providing good service on the same platform company can grab
more market by providing some Value added services, schemes, plans in rural areas.
Because all the private players are capturing market on the basis of Value added
services & affordability.

➢ BSNL SIM cards should be made available in retailer shop, because after study it
found that when customer want to purchase BSNL SIM then he/she have to approach
BSNL exchange in the area.

➢ Sometime customers have to wait for some days on application for service but private
players provides service on the same day of application, so efforts should be made to

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 32

 provide service within a day. Because the extensive time lag between submission of
application and receiving of a telephone connection had made some respondents switch over
to other service providers.

➢ College going students and also some professionals switch to other services due to
attractive plans of private players. The attractive plans are like free calls & mobile
internet played an important role to grab market so BSNL should focus on such plans
to attract the customers.

➢ Today most of the customers are using mobile internet (GPRS/WAP/MMS). But
BSNL is not strong in such plans to attract the customers due to low internet speed &
more charges compared to competitors so these plans should be made available at
affordable rate & good speed.

➢ When customer apply for BSNL broadband service then he/she have to wait for about
10-15 days to get service so most of the customers specially needy customers do not
prefer BSNL broadband so effortsmust be taken to provide service as soon as
possible.

➢ Most of the customers are not aware of all type of plans & schemes so awareness is
low regarding the plans so BSNL should make the efforts to the larger extent to the
customer.

➢ BSNL may reduce the monthly rentals of landline service.

MANAGEMENT TOOLS AND TECHNIQUES STUDIED-

The research is based on the using survey method which involves a structure
questionnaire given to responsible of different regions and designed to collect specific
information for the study

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 33

 Convenience sampling technique is used to collect the data. It is least costly to the
researcher, in terms of time and money.

Study of customer behavior, their expectations & requirements from service industry.

LEARNING EXPERIENCE FROM THE PROJECT

There are various things learned in the project

➢ Knowledge of current scenario of telecom sector.

➢ Customers’ expectations & requirements about products & services from telecom
industry.

➢ Newly entered private players & their attractive plans for the customers.

➢ Various competitors in the market and their services.

➢ Function of BSNL franchisee in distribution.

➢ Some part of technical knowledge in telecom operations like BTS BSC, MTS
functions to forward the call. Function of optical fibers in communication.

References

Bibliography

1. Kothari C R. “Research methodology methods and techniques.”

WishwaPrakashan, july 1998

BSNL CUSTOMER SATISFACTION & FRANCHISEE PERFORMANCE Page 34

 2. Abdel Baset I.M. Hasouneh “Research Methodology”Sublime
Publications,Jaipur,2003
3. Michael V P. “Research methodology in management,” Himalaya
Publication House, mumbai,1997.
4. Panneerselvam.R, Research Methodology, Prentice- Hall of India Private
ltd, New Delhi, 2008

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