PIONEER INSTITUTE OF PROFESSIONAL STUDIES

TOPIC:-A Study of Customer Satisfaction of BSNL3G Services in INDORE

SUMBITTED TO: DR.V.K.JAIN

SUMBITTED BY: ANURADHAMUNDHRA ARADHANA DWIVEDI ANUPAM SHARMA ARPIT JAIN ANSHUL MASKARA ANUJ JAIN

CERTIFICATION
This is to certify that Ms. Anuradha Mundhra, Aradhana Dwivedi, Mr. Anupam Sharma, Arpit Jain, Anshul Maskara, and Anuj Jain, They are a regular student of Master of Business Administration of Pioneer Institute Of Professional Studies an autonomous Institute Affiliated to D.A.V.V. Indore has work under my guidance, in the bona fide preparation of this dissertation entitled Customer satisfaction of BSNL 3G. I am fully satisfy with this project report which is truly eligible and acceptable for the 2 semester examination of MBA.
nd

I wish a great and bright future for their successful life.

Prof. Dr. V.K.Jain (Director, PIPS)

ACKNOWLEDGEMENT
IT is indeed a great pride for us to acknowledge a deep gratitude for valuable and magnanimous guidance and generous assistance extended to us by Dr. V.K. Jain whose vigilant supervision enabled us to shape up our work. We are also extern our heartfelt thank to the executives of BSNL 3G for their whole hearted co-operation & valuable help provided to us wherever required. We are also thankful to different eminent persons of different dealer outlets and all those who have made unnumbered contribution to complete this project. In last but not least we express our sincere thanks to our entirely family and friends who timely motivated us and support us to complete this work.

1. 2. 3. 4. 5. 6.

ANURADHA MUNDHRA ARADHANA DWIVEDI ANUPAM SHARMA ARPIT JAIN ANSHUL MASKARA ANUJ JAIN

(MBA-FT, PIPS)

DECLARATION WE undersigned ANURADHA MUNDHRA ,ARADHANA DWIVEDI, ANUPAM SHARMA, ARPIT JAIN, ANSHUL MASKARA, ANUJ JAIN hereby declared that the present presentation dissertation entitled Customer satisfactions of BSNL 3G is based on our original work & our indebtedness to other work/publications have been duly acknowledged at relevant places.

SUPERVISIOR

Dr. V.K. JAIN (Director P.I.P.S.)

Dr. V.K. JAIN (Project Guide)

1. 2. 3. 4. 5. 6.

ANURADHA MUNDHRA ARADHANA DWIVEDI ANUPAM SHARMA ARPIT JAIN ANSHUL MASKARA ANUJ JAIN (MBA-FT, P.I.P.S.)

INDEX

CHAPTER-1 Introduction Conceptual framework CHAPTER-2

Literature review Rational objective

CHAPTER-3
Research methodology

Research type Research design Sample Sample method Tools for data collection Tools for date analysis

CHAPTER-4
Result Discussion and interpretation

Chapter-5
Conclusion Implication Limitation Scope for future work References annexure

CHAPTER -1

INTRODUCTION
What is 3G? 3G is the latest generation of mobile communications technology. With 3G we can achieve services like High Speed (Mobile) Broadband connectivity on Mobile, Video Calling, Watching Live TV, send and receive e-mails, live streaming, usual voice calls, messaging, download videos and music tracks at high speed directly in our mobile handset, video messaging and more What is BSNL 3G? BSNL 3G is just the 3G service provided by the Largest Indian telecom company BSNL within INDIA. BSNL launched their 3G services in India with the facilities of Video Call and High Speed Internet browsing with the maximum speed of 3.6 Mbps! Using BSNL 3G in a 3G Enabled handset we can do Video and Voice call with other persons who also have 3G Enabled Handset with 3G Service from a telecom network. We can also connect our handset to the Desktop or Laptop computer and start using Internet with lightning speed of up to 3.6 Mbps. BSNL 3G offers many data plans with two Unlimited downloading plans.

HISTORY :
Bharat Sanchar Nigam Limited is a state owned telecommunications company headquartered in New Delhi, India. BSNL is one of the largest Indian cellular services providers, with over83.6 million subscribers as of January 2011, and the largest land line telephone provider in India. However, in recent years the companys revenue and profit plunged into heavy losses due to intense competition in Indian telecommunications sector. BSNL is Indians oldest and largest communication service provider (CSP).it had a customer base of 90 million as of June 2008. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi, which are managed by Mahanagar telephone Nigam Limited (MTNL) as of June30-2010 BSNL had a customer base of 27.45 million wire line and 72.69 million wireless subscribers.

 Universal telecom service: Fixed wire line services & landline in local loop (WLL) using CDMA technology called bfone andtarang respectively. As of June 30, 2010.BSNL HAS 75% market share of fixed lines. CELL ONE- BSNL MOBILE

EXCEL- PREPAID MOBILE Cellular mile telephone services:-BSNL is major provider of cellular mobile telephone services using GSM platform the brand name cell one & Excel (BSNL Mobile). As of June 30- 2010 BSNL has 13.50% share of mobile telephone in the country. WLL-CDMA telephone services:-BSNLs WLL (wireless in local loop) service giving both fixed line telephony & mobile telephony. DATA ONE- BSNL Broadband. Internet.

CONCEPTUAL FRAMEWORK
Customer satisfaction Satisfaction is a persons feelings of pressure or disappointment resulting products perceived performance (out come) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (out come) in relation to the persons expectations. Philip kotler This satisfaction level is a function of difference between perceived performance and expectations. If the product performances, exceed expectation the customer highly satisfied or delighted. If the performance matches the expectations the customer is satisfied. If the product performances fall shorts of expectations the customer is dissatisfied. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. Satisfaction is a persons feelings or disappointment resulting from comparing a products perceives performances (or outcomes) in relation to his or her expectations. As this definition makes clear satisfaction is a function perceived performance and expectations. If the performance falls short of expectation the customer is satisfied. If the performance matches the expectations, the customer is highly satisfied or delighted. 1. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better offer comes along. High satisfaction or delight creates an emotional affinity with brand.

2. Variety of factors that affect customer satisfaction includes product quality, product availability and after customer satisfaction is seen as a proof of delivering a quality product or services. It is believed that customer satisfaction brings sales growth, and market share. A company can always increase customer satisfaction by lowering its price

or increasing its services but this may result in lower profits. Thus the purpose of marketing is to generate customer value profitability.

3. India is on the threshold of a new millennium. India chose for global economy, exposing her to winds of change in the market place, which has expanded vastly and become fiercely competitive in the changed environment, decision makers view the marketing concept as the key to success. Marketing in practice has to manage products, pricing, promotion and distribution.
4. The two major factors of marketing are the recruitment of new customers (acquisition)

and the retention and expansion of relationships with existing customers (base management). Marketing methods are informed by many of the social, particularly psychology, sociology, and economies. Anthropology is also a small but growing, influence. Market research underpins these activities, through advertising; it is also related to many of the creative art.

CHAPTER-2

LITERATURE REVIEW
A brief review of literature would be immense help to the researcher in gaining insight into the selected problem. The researcher would gain good background knowledge of the problem by reviewing certain studies. The Hindu, in his Survey of Indian Industry, Telecom, he stated Telecommunication was introduced several years ago with analog technology. But now it witnessed that network for mobile telecom with digital technology with superior services developed by the European countries under global system for mobile communication. A study on marketing of service by Coimbatore BSNL and Aircel Limited at Coimbatore District From his conclusion it is known that consumers are also not fully satisfied with the telephone services of telephone provided by BSNL. Chief Executive officer of Escorts says in his article Corporate Reports, Its a great competitive edge to replicate, but the service guarantee underlines the basic soundness and efficiency of operation which are not easy to replicate, definitely not in a short time. A study on consumer satisfaction of BSNL was based on primary data collected from BSNL subscriber. His conclusion was, that overall consumer service was good and the expectation of consumers was efficiently satisfied with hi-tech product service. Corporate Reports, highlights that with an investment of over Rs200 crore, Escotel is the largest investment, Escorts has made in recent years. This is proof enough to reflect the importance of telecom for them as a core business. . Telecom, A wire-line telephone, will be like a wall clock, where every house will have one.

RATIONALE
Achieving high customer satisfaction is a competitive strategy used by most marketers and in a competitive market like the cellular service industry, an organization must attain high levels of customer satisfaction. This study shall help to assess the level of customer satisfaction amongst the customers of BSNL 3G. This level of customer satisfaction was helpful in understandings where and how BSNL 3G needs to improve its service.

DEFINING OF VARIABLES
1. GSM 2. BSNL MMS

= Global system for mobile communication

= This is used for activating MMS for sending and Receiving it

3. PREPAID 4. POSTPAID 5. SIM 6. MOBILE

= Amount paid before use. = Amount paid after use. = Subscriber identity module. = A device which is use wireless technology.

7. DIALER TONE FACILITY = When caller dial a call to other he listen some music or dialogue 8. BSNL LIVE 9. BSNL STREAM = Used for web browsing or GPRS browsing Through mobiles phones = This is used to watch all the content streaming Services like mobile TV, VIDEO CLIPS, AUDIO CLIPS in BSNL live TV

OBJECTIVE
To Study the Customer Satisfaction level of BSNL 3G Services at Indore.

CHAPTER-3

RESEARCH METHODOLOGY
The study is conclusive in nature. Primary objective Data collection Venue : : : The aim is to study the level of customer satisfaction of BSNL 3G at Indore. primary data collection questionnaire Secondary data collection- http://www.airtel.in Indore Questionnaire 85 Simple Convenient sampling BSNL 3G customer of Indore city

Research Instrument : Sample size Sample method Sample Unit : : :

SOURCES OF DATA The study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. The study also contains secondary data i.e. data from authenticated websites and journals for the latest updates just to gain an insight for the views of various experts.

METHODOLOGY & PRESENTATION OF DATA

The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help out in easy and effective presentation and hence results are being obtained.

SAMPLE DESIGN
We have taken only 85 customers of the BSNL3G subscribers. RESEARCH DESIGN The design for this study is Exploratory and convenient sampling.

DATA COLLECTION The data is collected randomly irrespective of the category of the customers in the form of questionnaire and the sample size is 85 respondents. Because it is a pilot study and due to time constraint the sample size is small.

TOOLS FOR DATA COLLECTION

A self designed questionnaire is used to collect primary data. A sample size of 85 customers was taken as it is felt by us as this is an adequate sample size.

TOOLS FOR DATA ANALYSIS

For the analysis purpose, various statistical tools are used such as:

Percentage Method. Pie Chart

NUMBER OF APPLICANTS: Total number of applicants are 85. TEST USED : Z-test

R1 R2 R3 R4

P P B E

A C A B

A A A A

A B C B

2 3 3 4

4 4 3 5

5 3 5 5

3 5 3 3

5 3 5 3

4 4 3 3

4 5 4 5

R5 R6 R7 R8 R9 R10 R11 R12 R13 R14 R15 R16 R17 R18 R19 R20 R21 R22 R23 R24 R25 R26 R27 R28 R29 R30 R31 R32 R33 R34 R35 R36 R37 R38 R39 R40 R41 R42 R43 R44 R45 R46 R47 R48 R49

B B P S S P P P S B B B B S P S S E B S S P B S B E P P P B B S S S P S S S B S P S S S S

A A B B B A B B A A A A C A A A A A A A A A A A B A A C A A A A A A B A A A B A A A A A A

A A A A A A A A A A A A A A A A A A A A A A B A A A A A B A B B B A A A B A B B B B B B B

B B B B C A A C B C A D C B B C A B B B A B B B B B A B E C B A B B B B A C C B C A C B A

3 4 4 5 4 4 5 5 4 1 4 1 3 4 4 4 4 4 5 4 4 3 4 5 4 4 5 5 1 5 3 5 5 4 5 5 1 2 5 5 2 4 3 2 2

4 5 5 5 2 4 5 3 3 2 4 1 2 4 5 4 5 3 4 4 4 2 4 5 5 4 5 4 1 3 3 5 5 5 5 5 1 2 5 3 1 3 4 4 2

3 5 4 5 3 4 3 2 3 5 4 2 4 5 4 3 4 4 4 4 5 3 3 4 4 5 3 5 2 5 2 5 5 4 5 5 2 3 3 2 3 3 2 4 4

4 4 4 3 3 4 3 3 4 5 1 3 2 5 4 3 3 4 1 4 5 2 3 4 4 3 4 5 3 3 4 2 5 3 3 3 3 4 2 4 1 4 3 5 3

5 1 3 2 1 5 2 1 3 3 4 4 4 5 3 3 4 2 4 4 4 4 2 4 5 4 5 5 5 5 5 4 5 4 1 3 5 3 5 5 4 5 4 4 4

4 1 3 2 2 3 3 2 1 5 4 5 3 2 3 4 3 2 2 5 2 3 4 2 4 2 4 4 5 4 2 5 4 5 3 5 3 3 5 4 5 1 4 4 2

5 3 4 2 4 5 4 2 2 5 5 2 4 4 3 4 4 2 2 4 4 2 3 4 2 3 3 2 5 5 5 4 5 4 3 2 5 5 4 5 5 5 3 3 4

R50 R51 R52 R53 R54 R55 R56 R57 R58 R59 R60 R61 R62 R63 R64 R65 R66 R67 R68 R69 R70 R71 R72 R73 R74 R75 R76 R77 R78 R79 R80 R81 R82 R83 R84 R85

B S B P P S S B P B E E S E S S P S P P S P B P S B P B B S B P P P P S

A A A A A A A C A A C A A A A A A C A A A A A A A B A A A A A C A A C A

B A B A A B A A A A A A A A A A A A A A A A A A A A A A A A A A A A A A

B A C B A C B A B A B B A A B A C C B B B D B B B A A B B A C C A C B A

3 5 3 5 4 3 3 5 3 4 3 3 3 2 3 4 3 3 3 4 4 2 5 3 4 4 5 4 3 5 4 3 5 3 2 3

2 4 3 4 4 3 4 5 5 3 4 4 4 3 3 5 4 4 4 2 5 1 4 4 5 5 5 5 4 5 4 4 5 4 3 2

4 3 4 3 5 2 4 5 2 3 4 3 3 4 4 4 3 5 5 5 4 4 3 3 4 4 5 4 4 5 5 5 5 3 4 2

1 3 2 3 1 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 2 4 5 4 3 4 3 4 4 4 4 4 5 3 3

5 5 5 4 5 5 3 4 3 3 5 5 4 4 5 4 3 3 3 3 5 3 5 4 5 4 3 3 4 4 3 3 4 5 5 2

3 4 4 5 1 3 5 5 3 3 4 5 5 3 4 3 4 4 4 4 5 2 3 3 4 5 4 4 3 5 4 4 4 3 3 3

5 5 5 5 3 5 3 4 3 4 2 4 4 4 4 4 4 5 4 5 4 1 4 5 3 3 5 5 5 4 3 3 5 4 4 4

CHAPTER-4

EXPECTED OUTCOME
1. The study will be helpful in understanding the satisfaction level of Customers of BSNL

3G Services at Indore City. 2. We finally expect the research to bring out the areas where BSNL 3G needs to improve its services.

RESULTS

1. From the below discussion it depict that BSNL 3G is the good service

provider as 90% respondent satisfied with the service of the company. 2. Most of the customer want to prefer prepaid connection.
3. Most of the customer aware of value added services which are

provided by BSNL 3G industry.

4.

Most of the professionals and businessman use prepaid services of BSNL 3G industry. BSNL 3G call charge which are

5. Most of the customer is satisfy with

reasonable.

DISCUSSIONS AND INTERPRETATION

TABLES /CHARTS
Occupation
Professional s 26 30.58% Student 30 35.29% Businessman Employee 22 25.88% 7 8.23% Others 0 0%

Interpretation: - As the area of the study is at Indore where we find most of

the student.

1.

Which BSNL 3G service do you use?

PREPAID 66 79%

POSTPAID 10 12%

VALUE ADDED 9 9%

1
Interpretation: In this study most of the respondents of BSNL 3G cellular

services are of prepaid.

I.

Are you able to get Broad band(wired line)like speed with BSNL 3G?

YES

69 81.18%

NO 16 18.82%

No. of Respondent

Interpretation: 81% people able to get broad band like speed with 3G.

2.Please indicate your overall satisfaction level with BSNL 3G cellular services.

Completely satisfied 23

Satisfied 41

Neither Dissatisfied Extremely dissatisfied satisfied nor dissatisfied 18 3 0

27%

48%

21%

4%

0%

Interpretation:Here we are find out result that the customers satisfaction of BSNL 3G cellular
services is good because of customer which is completely satisfy is 27% and satisfy is 48% nobody extremely dissatisfy of the BSNL 3G cellular services.

II.

For what purpose do you want to use 3G multimedia services?

Entertainment Communication Daily life Business (voice/video information call) enquiry 25 29% 37 43% 13 15% 14 16%

Location others

2 3%

0 0%

Interpretation: In Indore city most of customers use 3G services for communication while 29% for
entertainment, business 16% and 15% for daily life information enquiry and 3% for location.

CHAPTER-5

DISCUSSION
This report is definitely beneficial for us because through this research we have got
1.

We have learnt many more things about the BSNL 3G company.

2. we got many queries from customers side. 3. We also know about customers problems and their suggestions. 4. Some customers were not interested for giving the information about the BSNL 3G Services because they had time constraint. 5. We found some problems for collecting secondary data. 6. Some customers is very loyal for BSNL 3G cellular services because they are using BSNL 3G cellular services from long time. Finally we can say that satisfaction level of the customers for the BSNL 3G company is positively high (90%).

RECOMMENDATION
1- The cellular companies should adopt for high advertisement of its services, the awareness about the facilities provided to the customers is very low.
2- At present most people perceive mobile telephone as an item for emergency.

The company should try to position it as a necessity.

3- There is great amount of market potential, which the company should tap

immediately. 4- Majority of the customers feel that the rates of services are high .This perception should be change by advertising that cellular provide high quality services. 5- Different promotional schemes should be followed by the companies. 6- The company should try to lower down the call rates. 7- Cash counters should be setup at major places in the city to facilitated timely payment of bills.
8- It is proposed to provide itemized bills free of cost to the subscribers once every

six months. This bill help to boost the confidence of the subscribers in the service providers. 9- Cellular services provide a wide range of features, which the subscribers are not aware of its services. These must be made known to them through heavy publicity. 10Information about the product and the schemes should be distributed on a wider scale and follow up conducted regularly.

CONCLUSION
3G market is currently booming in India. It is a market where large number of people are aware of different facilities and features offered and different technology used by different brands.

It is due to this era of competition and low awareness, that the customer satisfaction assumes great significance. As the saying goes. If you dont care for your customers, somebody else will Today the companies are intent on building stronger bonds with their customers and more stress is being laid on retaining the customers rather than acquiring the new ones. The charges for the services offered being more or less the same; the competition lies in providing better services to the subscribers. It is in this regard that customer satisfaction is considered the top most priority.

IMPLICATION
This report will be implicated to improve companys services for their customers. Company can easily find customers needs and wants through this research (Report).

And this report definitely will be in the favor of company and their customer. Company will provide different offers to their customer after getting the suggestion from customer side.

LIMITATION OF THE STUDY

Carrying the survey was a general learning experience for us but we also faced some problems, which are listed here: 1The method of data collection through questionnaires is relatively more time consuming and slowest of all, specially when the sample is large and recalls upon respondent are necessary. 2- Generally the respondents were busy in their work and were not interested in responding rightly. 3- Most respondents were not maintaining proper knowledge of various services provided by the company, so they were unable to provide exact information 4- Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product.
5- The method of data collection is an expansive method especially when

large and widely spread geographical location is taken.

6- The

result would be based on the answer obtained from 85 respondents only because of time constraint.

SCOPE FOR FUTURE WORK

This project brings into focus the satisfaction level of customers of BSNL 3G cellular services. This project is based on the services provided by BSNL

3G at Indore .It will help us to know what customer was feel about the services provided by the BSNL 3G besides giving us an inside into the problems faced by the subscribers it also helps to focus on the various expectations of the customers of BSNL 3G. By asking the subscribers to give suggestions regarding the services offered to them, we able to find new areas of improvement so that various steps can be taken is and when required. This report will help to the new researcher and company in future work.

SUGGESTION

There should not be any charge when customers call to the customer care. 2. Short message services (sms) services should be at lower rates. 3. Full talk time should be given in small value voucher. 4. Internet speed should be proper. 5. Introduce new night packed schemes.
1.

REFERENCES

Bibliography

Mururgesan C. (2002) A study on Marketing of Services by Coimbatore, research paper published in National Level seminar. Kholi Manoj (May 2001), Corporate Report Business India, vol 605, pp. 73-76 Nandha Rajan Corporate Report Business India, no 605 May 14th 27th 2001 pp. 73-76 Mittal Sunil (Jan-Feb 2002), telecom, Business Today, vol 11, no 2 pp.57-58 A Correspondent Telecom The Hindu, Survey of Indian industry, 1996, pp 139-145 Writers Philip Kotler, Kevin Lane Koller, Abraham Koshy, Moithilehwar Jha.(13th adition)

Page No. - 120 Published By - Dorling Kindey (India) Pvt. Ltd.(2009)

Webliography
http://en.wikipedia.org/wiki/3G http://en.wikipedia.org/wiki/bharatsancharnigamlimited

ANNEXURE

QUESTIONNAIRE

Dear respondent, We are students of MBA II SEM of Pioneer Institute of Professional Studies, Indore and researching for project topic CUSTOMER SATISFACTION Of BSNL 3G SERVICES IN INDORE CITY we request you to please fill this questionnaire. We assure you that your response will be kept strictly confidential. Name:-.. Mobile no.. Occupation:Professional Business Other (please specify) Student Employee

1- Which BSNL 3G service do you use? (Please tick relevant box) (a). Prepaid service (b). Postpaid service (c). Value added service 2-Are you able to get Broadband (wired line) like speed with BSNL 3G? (a). Yes (b). No

3- Please indicate your overall satisfaction level with BSNL 3G. (Please tick relevant column) (a). Completely satisfied (b).Satisfied (c). neither satisfy nor dissatisfied (d). Dissatisfied (e). extremely dissatisfied

4- Please indicate your level of agreement for following statements by ticking the box applicable:Statement Stron Disagr Neith Agre gly ee er e disagr (2) agree (4) ee nor (1) disagr ee (3) Stron gly agree (5)

(a).I get accurate and helpful information when I call BSNL 3G customer care. (b).I get proper attention to my complaints from BSNL3G (c).The call clarity of BSNL 3G is good. (d).Bills received from BSNL 3G are timely and accurate. (e).Call rates of BSNL 3G are reasonable. (f).Coverage of BSNL 3G is poor. (g). value added services are helpful (like hallo tunes, news ,cricket score etc., )

5- Rate the following 3G services according to your preference 1 for Bad, 2 for Average, 3 for Good, 4 for very good & 5 for Excellent 1 5 Speed of Internet Video calling Live TV Online gaming Video, Movies and songs downloading GPS for navigation purpose 6- For what purpose do you want to use 3G multimedia services? * Entertainment * Communication (voice/video call) * Daily life information enquiry * Business * Location (Orientation services 7. Please give your valuable suggestions regarding any changes in your BSNL 3G services. Date:Place: Signature of respond THANK YOU SO MUCH FOR YOUR VALUABLE FEEDBACK AND RESPONSE 2 3 4