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A SUMMER TRAINING PROJECT REPORT ON COMPARISON OF BSNL SERVICE WITH ITS COMPETITIORS

BSNL Connecting India AT BHARAT SANCHAR NIGAM LIMITED ALIGARH

(As partial fulfillment for the award of MBA degree under U.P. Technical University Lucknow 2008-09)

Submitted To:

Submitted By:

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CONTENTS
INTRODUCTION SCOPE OF THE STUDY OBJECTIVES OF STUDY RESEARCH METHODOLOGY COMPANY PROFILE GOVERNMENT LANDLINE PHONE PROVIDER BSNL

PRIVATE LANDLINE PHONE PROVIDER o TATA INDICOME o RELIANCE INFOCOM STATEMENT OF PROBLEM METHODOLOGY RESEARCH DESIGN SAMPLING DESIGN DATA COLLECTION DATA REPRESENTATION DATA ANALYSIS FINDINGS CONCLUSIONS AND RECOMMENDATIONS ANNEXURE BIBLIOGRAPHY

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DECLARATION

I (??????????????) under signed hereby declare that the research report COMPARISON OF BSNL WITH ITS COMPETITORS compiled and submitted under the valuable guidance of MR. N.P.SINGH is my original work. The empirical finding in this reports are based on the survey conducted and annual reports of the

company.

PRAVEEN YADAV

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ACKNOWLEDGEMENT
Concentration, dedication and application are necessary but not sufficient to achieve any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to those honorable personalities of the department who helped me to follow the path to success for the completion of this project. It was indeed an opportunity for me to be a part of BHARAT SANCHAR

NIGAM LTD, Aligarh for my summer training, as a partial fulfillment of two-year degree course of Master of Business Administration. It was an insightful experience where I was given an exposure in the field of Human Resource. It was during this training that I was able to apply my theoretical knowledge into practical one. It is a great pleasure to extent my heartful thanks to Mr. R.K.Tyagi,(G.M.) MKT for giving me an opportunity to learn the applicability of Human Resource Theories. I would also like to express my deepest gratitude to Mr. R.V.Singh,(A.G.M.), who had played a key role of Coach, Guide and Counselor throughout my project work and helped me whenever I was in trouble in my given task. I also pay my thanks to all of them for their whole-hearted cooperation irrespective of their busy schedule. I would like to express my special gratitude to various employees of all department, my friends and my seniors, who are always a source of inspiration for me and played an important role in making my summer training a memorable one.

GAURAV SHARMA B.I.T. MEERUT BSNL Comparison with others 4 B.I.T. MEERUT

SCOPE OF THE STUDY

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SCOPE OF THE STUDY


According to the study the telecom sector is emerging sector in Indian industry. Landline and mobile services are comprise under the telecom sector. An efficient and rapid of the information is the catalyst for economic and social development. vision 2020 conceives of India as evolving into an information society knowledge economy. Where IT and telecommunication will be the springboard of growth. Already telecom sector is improving opportunities for the people across different social strata. A whole range of information based industries and application has come up. Creating new sources of employment and earning.

Social attention must be focused on strengthening the regulatory framework and further improving teledensity, broadband connectivity and providing telecom companies with the right environment for infrastructure development.

My study concentrating over the following points.

1.

income effect show that middle income people are very interested to purchase the landline so it is good area for concentrating by various companies.

2.

satisfaction level is very crucial for companies my study put light on this aspects.

3.

comparative study also help many companies to judge the place.

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OBJECTIVE OF STUDY

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OBJECTIVE OF STUDY

To know about the pre-purchase behavior of consumer under the following points: a. Income effect on their consumption. b. Source of information. c. Occupational effect. d. Purpose of purchasing landline phone.

To know about the factor which influence the customer at a time purchasing a landline phone.

To study the comparative market of various company. To know the satisfaction level of consumer.

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RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY

Research methodology is a systematic way, which consists of series of action or steps necessary to effectively carry out research and the desired sequencing of these steps. The marketing research is a process of involves a number of interrelated activities which overlap and do rigidly follow a particular sequence. It consists of the following steps.

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

Formulating the objectives of the study Designing the methods of data collection Selecting sample plan Collecting the data Processing and analyzing the data Reporting the findings

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Objective of the study

Research design

Sample design Data collection

Data analysis

Reporting of findings

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INTRODUCTION

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 Touchtel and Tata Teleservices which do not have a pan-Indian presence. Reliance Infocomm has licences 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 BSNL Comparison with others 12 B.I.T. MEERUT

and Tata Teleservices and Bharti (which runs the landline company Touchtel 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

Government landline provider: Most of the people in the country are using the landline telephones which is mainly provided by the government company. BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years. Presently the Plain old, 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.

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Private landline provider: 1.Reliance Infocomm : Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wireline) and convergent (voice, data and video) digital network, designed to offer services that span the entire Infocomm value chain infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India. 2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2 billion) Tata Group, that has over 90 companies, over 210,000 employees and more than 2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2 billion) in Telecom, the Group has a formidable presence across the telecom value chain. The Tata Group plans an additional investment of around INR 9000/- crore (US$ 2 billion) in this sector in the next two years.Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. According to the study of this field, I can say that consumers are very keen to observe the every opportunity provided by the various players in the field of landline telephones.

Consumers showed the very effective attitude towards my study.

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COMPANY PROFILE

GOVERNMENT COMPANY. o BSNL. PRIVATE COMPANY. o TATA INDICOM. o RELIANCE INFOCOM.

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BSNL GOVERNMENT LANDLINE PROVIDER

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INTRODUCTION VISION To become the largest telecom Service Provider in Asia. MISSION To provide world class State-of-art technology telecom services to its customers on demand at competitive prices. To Provide world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy. OBJECTIVES

To be the Lead Telecom Services Provider. To provide quality and reliable fixed telecom service to our customer and there by increase customer's confidence.

To provide mobile telephone service of high quality and become no. 1 GSM operator in its area of operation.

To provide point of interconnection to other service provider as per their requirement promptly.

To facilitate R & D activity in the country. Contribute towards: i. 2010. ii. Broadband customers base of 20 million in India by 2010 as per National Plan Target of 500 million subscriber base for India by

Broadband Policy 2004. iii. policy. Providing telephone connection in villages as per government

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Implementation of Triple play as a regular commercial proposition.

BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years. Presently the Plain old, Countrywide telephone service is being provided through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX), Digitalized Public Switched Telephone Network (PSTN) all inter linked by over 2.4 lakh km of Optical Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL' stelephony network expands throughout the vast expanses of the country reaching to there motets part of the country. On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited(BSNL). Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3600 million and net worth of $ 13.85 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation .Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of

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telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2 billion). Turnover of Rs. 25,000 crore ( US $ 5.2 billion) Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future.

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Hierarchy Table

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Bharat Sanchar Nigam Limited BSNL

Type Communication Service Provider Availability Countrywide except Delhi & Mumbai Revenue US$ 9.04 billion (2006) Owner The Government of India Key people S.D. Saxena (CFO); Kuldeep Goyal(CEO) Founded 19th century, incorporated 2000 Website www.bsnl.co.in Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India. It is the largest telecommunication company in India and the sixth largest in the world. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-ratana - a status assigned to reputed Public Sector companies in India. BSNL is India's oldest and largest Communication Service Provider (CSP). Currently BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. As on July 31, 2007 BSNL commanded a customer base of 32.7 million Wireline, 3.7 million CDMA-WLL and 28.9 million GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31, 2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90 billion). Today, BSNL is India's largest Telco and one of the largest Public Sector Undertaking of the country with authorized share capital of US$ 4.26 billion (INR 17,500 Crores) and assets of US$ 14.74 billion.

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History

The foundation of Telecom Network in India was laid by the British sometime in 19th century. The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for almost entire 20th century, the Telecom in India was operated as a Government of India wing. Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was separated from P&T. DoT was responsible for running of Telecom services in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. Subsequently in 1990s the telecom sector was opened up by the Government for Private investment, therefore it became necessary to separate the Government's policy wing from Operations wing. The Government of India corporatized the operations wing of DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector.

Main Services being provided by BSNL

BSNL fixed services BSNL provides almost every telecom service, however following are the main Telecom Services being provided by BSNL in India:BSNL Comparison with others 22 B.I.T. MEERUT

1. Universal Telecom Services : Fixed wire line services & Wireless in Local loop (WLL) using CDMA Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed line. As on March 31, 2007 (end of financial year) BSNL had 76% share of fixed and WLL phones.

BSNL Mobile

Pre-paid Mobile 2. Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under brandname Cellone. Pre-paid Cellular services of BSNL are know as Excel. As on March 31, 2007 BSNL had 17% share of mobile telephony in the country.

BSNL Broadband

3. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSL-Broadband Dataone. BSNL has around 50% marketshare in broadband in India. BSNL has planned aggressive rollout in broadband for current financial year.

4. Intelligent Network (IN): BSNL Comparison with others 23 B.I.T. MEERUT

BSNL is providing IN services like tele-voting, toll free calling, premium calling etc.

BSNL Units BSNL is divided into a number of administrative units, termed as telecom circles, metro districts, project circles and specialized units, as mentioned below:-

Telecom Circles: Telecom Circles & Metro districts are responsible for providing service to the customers. There are 24 Telecom Circles and 2 Metro districts. 1. Andaman & Nicobar Telecom Circle 2. Andhra Pradesh Telecom Circle 3. Assam Telecom Circle 4. Bihar Telecom Circle 5. Chhatisgarh Telecom Circle 6. Gujarat Telecom Circle 7. Haryana Telecom Circle 8. Himachal Pradesh Telecom Circle 9. Jammu & Kashmir Telecom Circle 10. Jharkhand Telecom Circle 11. Karnataka Telecom Circle 12. Kerala Telecom Circle 13. Madhya Pradesh Telecom Circle 14. Maharashtra Telecom Circle 15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura BSNL Comparison with others 24 B.I.T. MEERUT

16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and Nagaland. 17. Orissa Telecom Circle 18. Punjab Telecom Circle 19. Rajasthan Telecom Circle 20. Tamil Nadu Telecom Circle 21. Uttar Pradesh (East) Telecom Circle 22. Uttar Pradesh (West) Telecom Circle 23. Uttranchal Telecom Circle 24. West Bengal Telecom Circle

Metro Districts 1. Kolkata Telecom District 2. Chennai Telecom District

Project Circles 1. Eastern Telecom Project Circle 2. Western Telecom Project Circle 3. Northern Telecom Project Circle BSNL Comparison with others 25 B.I.T. MEERUT

4. Southern Telecom Project Circle 5. IT Project Circle, Pune Maintenance Regions 1. Eastern Telecom Maintenance Region 2. Western Telecom Maintenance Region 3. Northern Telecom Maintenance Region 4. Southern Telecom Maintenance Region Specialized Telecom Units 1. Data Networks 2. National Centre For Electronic Switching 3. Technical & Development Circle 4. Quality Assurance

Manufacturing Units 1. Telecom Factory, Mumbai 2. Telecom Factory, Jabalpur 3. Telecom Factory, Richhai 4. Telecom Factory, Kolkata Training Institutions 1. Advanced Level Telecom Training Centre(ALTTC) 2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training 3. National Academy of Telecom Finance and Management Other Units BSNL Comparison with others 26 B.I.T. MEERUT

1. Telecom Stores 2. Telecom Electrical Wing 3. Telecom Civil Wing

BSNL Present & Future Since its corporatisation in October 2000, BSNL has been actively providing connections in both Urban and Rural areas and the efficiency of the company has drastically improved from the days when one had to wait for years to get a phone connection to now when one can get a connection in even hours. Pre-activated Mobile connections are available at many places across India. BSNL has also unveiled very cost-effective Broadband internet access plans (DataOne) targeted at homes and small businesses. At present BSNL enjoys around 45% of market share of ISP services.

Year of Broadband 2007 2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing 5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 5.5 per month. Further, BSNL is rolling out new Broadband services as Triple play (telecommunications). BSNL Comparison with others 27 B.I.T. MEERUT

BSNL is planning to increase its customer base to 108 million customers by 2010. With the frantic activity in the communication sector in India, the target appears achievable, however due to intense competition in Indian Telecom sector in recent past BSNL's growth has slowed down. BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project of Government of India.

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Challenges

During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD BSNL. Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. However, BSNL being legacy operator and its conversion from a Government Department, earns lot of criticism for its poor customer service. Although in recent past there have been tremendous improvement in working of BSNL but still it is much below the Industry's Expectations. A large aging (average age 49 years(appx)) workforce (300,000 strong), which is mostly semi-illetrate or illeterate is the main reason for the poor customer service. Further, the Top management of BSNL is still working in BSNL on deputation basis holding Government employee status thus having little commitment to the organisation. Although in coming years the retirement profile of the workforce is very fast and around 25% of existing workforce will retire

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by 2010, however, still the workforce will be quite large by the industry standards. Quality of the workforce will also remain an issue.

Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in non-lucarative areas especially rural areas) has been slashed by 37% by TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line of BSNL.

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Finance

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the Nation, is certainly on a financial ground that's sound. The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion), authorized equity capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity Share Capital of Rs. 5,000 crores (US $ 1.15 billion) and Revenues is Rs. 39,715 crores (US $ 9.11 billion) in 2006-07. (Note: INR 1 = USD 0.022941 as on 31-03-2007)

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Gross Investment in Fixed Assets The BSNL is making substantial investment year to year for its network expansion and modernization. During the current financial year BSNL has made the gross investment of Rs. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments have been financed by the internal accruals.

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Dear Customers, I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new assignment, I would like to reiterate our commitment to provide services to the satisfaction of our esteemed customers. BSNL is a total telecom solutions provider, offering landline, fixed wireless, mobile and internet services all over the country except for metro cities of Delhi and Mumbai. BSNL's broadband services are also presently available in 1077 cities . As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan to extend broadband coverage to 1500 cities/towns and 20000 villages during the current year. The existing broadband capacity of 1 million ports is planned to be augmented by 5 million ports. BSNL.s thrust is to extend broadband connectivity to rural areas. An ambitious project is being taken up to deploy 1.8 million ports for providing broadband connectivity to rural areas through wireline as well as wireless techniques. Multiplay services over broadband connections have already been launched in cities like Pune, Bangalore and Kolkatta and we plan to roll out these services in a number of important cities progressively. Through a single connection, the customers will have the freedom to talk, surf internet and watch cable TV or video simultaneously. Facilities like online gaming etc. are also available over broadband. BSNL Comparison with others 34 B.I.T. MEERUT

BSNL has planned to expand its fixed wireless (WLL) network to provide telephone connections on demand. Expansion of WLL network would also help faster rollout of services in rural areas. We also have an ambitious plan to expand the mobile network with special emphasis to serve rural populace. Of late there was a capacity constraint in our mobile network but the constraint would be overcome shortly and we will roll out additional capacity aggressively. BSNL is also providing host of IVRS and SMS based value added services on wireline and wireless connections such as cricket score, opinion polls, poll results, jokes, astrology, information services, contests, games, chat, ringtones, logos, wall papers etc. BSNL has also introduced Location Based Services for GSM customers. Customers can avail of these services at affordable rates. It has been our endeavor to keep our tariff structure most affordable and transparent. BSNL has formulated new schemes to provide free Centrex facility to Corporate Customers/Commercially Important Customers/Multi-storey complexes/Residential Housing Societies etc. where customers do not have to pay for the cost of the equipment. Details of these schemes are available on our website. BSNL is striving hard to provide quality service to its valued customers. In this endeavor our executives at customer service centers are being empowered to facilitate Single Window Service at the counter itself where most of the routine business can be transacted without hassles of going to different places. We have also launched Customer Care Portal to accept online registration of customers. request for various services and lodging complaints. The Portal has already been launched in A.P, Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal will be launched progressively by Dec, 2007

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I thank our all esteemed customers for the faith reposed in our services. We reaffirm our commitment to empower our customers with world class state-of-the art services at affordable rates. We look forward to your continued patronage with us. (Kuldeep Goyal)

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PHONE PLUS SERVICES

Gone are the days when basic telephones was used only to make and receive calls. 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.

Basic Telephone Services

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched DataOne broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 500/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added.

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Internet Keeping the global network of Networks networked, the countrywide Internet Services

of BSNL under the brand name

includes Internet dial up/ Leased line

access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no '172233' , the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet

Internet Telephony service is also started under the brand name

, using

this you can make calls to a person in UK, USA, Canada and many more countries for as cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-location services at very cheap rates.

ISDN Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing

Intelligent Network Intelligent Network Service (In Service) offers value-added services. I-Net Indias x.25 based packet Switched Public Data Network is operational in104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame

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relay

services.

Leased Lines & Datacom BSNL provides leased lines for voice and data communication for various application on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs). Cellular Mobile Service

BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes.

Wireless in Local Loop This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. BSNL Comparison with others 39 B.I.T. MEERUT

Telephone Basic Telephone (Bfone) as Total Number of connections 10.07.2008 WLL (Tarang) as Total Number of connections 10.07.2008 Village Public Telephones as Total Number of Telephones 10.07.2008 Public Telephones (Local, STD and Highway) as Total Number of Public Telephones 10.07.2008 STD Stations as Number of STD Stations 10.05.2008 Transmission Systems as on 10.07.2007 Transmission Systems Digital (Route kms) (Route kms) Coaxial 6,024 Microwave 50,199 UHF 45,130 Optical Fiber 5,17,354 Satellite Based Services (as on 10.07.2008) MCPC-VSATs IDR Systems (2 Mb/ 8 Mb) on 5,53,484 on 35,99,544 on 3,31,49,457

on 20,82,824

on 32,011

113 99/24

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PRIVATE LANDLINE PROVIDER

TATA INDICOM. RELIANCE INFOCOM.

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TATA INDICOM PRIVATE LANDLINE PROVIDER

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INTRODUCTION

Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that has over 90 companies, over 210,000 employees and more than 2.16 million shareholders. With an investment of over INR 9,000 Crore (US$ 2 billion) in Telecom, the Group has a formidable presence across the telecom value chain. The Tata Group plans an additional investment of around INR 9000/- Crore (US$ 2 billion) in this sector in the next two years.

Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was the first to launch CDMA mobile services in India with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company has a customer base of over 3 million. The investment in the company as of March 2004 totals INR 5995 Crore (US$ 1200 million).

The company, which heralded convergence technologies in the Indian telecom sector, is today the market leader in the fixed wireless telephony market with a customer base of 1.8 BSNL Comparison with others million. 43 B.I.T. MEERUT

Tata Teleservices has recently, marked its entry into the Prepaid segment by launching 100 % Sacchai True Paid, across all its existing 20 circles. With the latest initiative, Tata Indicom has opened up new frontiers for the Indian prepaid customers by offering 1-second pulse and 100 % talk time on True Paid.

Today, the company serves more than 3 million customers in over 824 towns. With an ambitious rollout plan both within existing circles and across new circles, Tata Teleservices will offer world-class technology and user-friendly services to over 1000 cities in 20 circles by March 2005.

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TATA INDICOM PHONE

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom Landline Services based on the state of the art Optical Fiber Cable-based backbone. Superior Voice Clarity Instant and hassle-free connection Accurate billing Secure and tamper-proof lines Responsive and friendly services 24*7 friendly customer service

If you take a wireline connection, your telephone is connected to the Tata Indicom exchange by a combination of high technology fiber-optic cables and copper cables. Global standard today, fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. This gives you trouble-free and faster connectivity.

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Phone Connection

1.For Your home

Tata Indicom offers you almost instant phone connections. Get yourself the Tata Indicom Landline Services based on the state of the art Optical Fiber Cable-based backbone. Tata Indicome Phone Connection Advantage: Superior Voice Clearity Instant and hassle-free connection Accurate billing Secure and tamper-proof lines Responsive and friendly services 24*7 friendly customer service

cables and copper cables. A global standard today, fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. This gives you trouble-free and faster connectivity. If you take a wireline connection, your telephone is connected to the Tata Indicom exchange by a combination of high technology Fiber-optic

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2.For Small Medium Business

Get a phone connection almost instantly. Get Tata Indicom Land Line connection based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say goodbye to excessive billing. Wire-line telephones are connected to the Tata Indicom exchange by a combination of high technology fiber-optic cables and copper cables. A global standard today, fiberoptic cables enable our network to handle higher capacities of load as compared to ordinary cables, and at much higher transmission speeds. This gives you trouble-free and faster connectivity. 3.For Enterprises

Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline Phone services based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice clarity and say goodbye to excessive billing.

If you take a wire-line connection, your telephone is connected to the Tata Indicom exchange by a combination of high technology fiber-optic and copper cables. A global standard today, fiber-optic cables enable our network to handle higher capacities of load as compared to ordinary cables and at much higher transmission speeds. This gives you trouble-free and faster connectivity

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PRODUCTS AND SERVICES

Tata Indicom offers a complete range of affordable telecom solutions for your home and business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone booths, Broadband services or Centrex, we are present in every sphere of the telecommunications market, endeavoring to make your life comfortable and hassle free. We have a wide-range of product and service offerings to meet every need of yours: Voice Tata Indicom Mobile Tata Indicom Push-To-Talk Service Tata Indicom Walky Tata Indicom Fixed Wire Phone Connection Tata Indicom ISDN Services Tata Indicom Centrex Tata Indicom E1 Links Tata Indicom Basic/Primary Rate ISDN Tata Indicom Managed Leased Lines Tata Indicom Direct Inward Dialling (DID) Tata Indicom Public Phone Booth Tata Indicom Voice Reminder Services Data

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Tata Indicom Shared and Dedicated Internet Bandwidth Tata Indicom Virtual Private Networks (VPN) Tata Indicom Hosting Services Tata Indicom Internet Access Solutions Tata Indicom ADSL & DSL Internet Tata Indicom Post-Paid Internet connection Tata Indicom Broadband Internet Services Tata Indicom Corporate Dial Up Tata Indicom Corporate Internet ISDN Tata Indicom Internet Private Leased Circuits(IPLC) Tata Indicom Internet leased lines (ILL) Tata Indicom Managed Data Network Services (MDNS) Tata Indicom INMARSAT Tata Indicom TV Uplink Tata Indicom Internet Data Centers Tata Indicom NLD leased line Tata Indicom Conference Services Tata Indicom Conference Call Service Tata Indicom Web Conference Service

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RELIANCE INFOCOM

PRIVATE LANDLINE PROVIDER

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INTRODUCTION
Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (19322002) dream to herald a digital revolution in India by bringing affordable means of information and communication to the doorsteps of India's vast population. "Make the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted out the mission for Reliance Infocomm in late 1999. He saw in the potential of information and communication technology a once-in-a-lifetime opportunity for India to leapfrog over its historical legacy of backwardness and underdevelopment. Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing the entire country. The Reliance Infocomm pan-India network was commissioned on December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked his first birth anniversary after his demise July - 6, 2002. Reliance Infocomm network is a pan India, high capacity, integrated (wireless and wire line) and convergent (voice, data and video) digital network, designed to offer services that span the entire Infocomm value chain - infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India.

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DHIRUBHAI'S DREAM

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place in the Global Fortune 500 list. This achievement is even more significant due to the fact, that the entire growth was achieved in an organic manner and in a span of just 25 years. The corporate philosophy he followed was short simple and succinct - "Think big. Think differently. Think fast. Think ahead. Aim for the best". He inspired the Reliance team to do better than the best - not only in India but also in the world. Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that education alone empowers people. He was a great communicator. He communicated to inspire, to guide, to educate and to motivate. power of information and communications. He would often say: "make the tools of infocomm available to people at an affordable cost, they will overcome the handicaps of illiteracy and lack of mobility". He wanted a telephone call to be cheaper than a post card. This, he believed, would transform every home, empower every Indian, remove the roadblocks to opportunity and demolish the barriers that divide our society. Dhirubhai Ambani was of the conviction that infocomm would energies enterprises, galvanize governance, make livelihood an enjoyment, learning an experience, and living an excitement.

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Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major initiative to translate his inspiring dream into reality Vision "We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally".

Business Reliance Infocomm will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity of enterprises and individuals. Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani. This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and

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communication in the hands of the people of India at affordable costs. Reliance Infocomm will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organizations. Reliance Group

The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4 billion) and exports of Rs 15,900 crore (US$ 3.6 billion). The Group's activities span exploration and production (E&P) of oil and gas, refining and marketing, petrochemicals (polyester, polymers, and intermediates), textiles, financial services and insurance, power, telecom and infocom initiatives. The Group exports its products to more than 100 countries the world over. Reliance emerged as India's Most Admired Business House, for the third successive year in a TNS Mode survey for 2003. Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group contributes nearly 10% of the country's indirect tax revenues and over 6% of India's exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.

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RELIANCE INDIA PHONE


1.Fixed Line Phone (FLP) Telephony gets a new dimension when experienced on the Fixed Line Phone (FLP). This has been made possible through 'Intelligent FSK' signaling, a first time in India, that makes a host of intelligent features possible on our fixed line phones. Moreover the single touch intelligent menu driven interface lets you use all the Reliance FLP features without having to remember the feature activation codes. What's available as a result is 'NextGen Phone with unique features' Benefits 1..Zero Effective Rentals: 2.Feature Packed Service at No Extra Cost: 3.Competitive Call Rates: 4.Enhanced convenience: Fixed Line Phone (FLP) - Features NextGen Caller ID Speaker Phone 3-way Conferencing Delayed Hotline Call Forwarding Call Transfer Direct Internet Access Alarm Call

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2.Fixed Wireless Phone (FWP) 1.No Wires Attached 2.Wireless Internet (R Connect) 3.Mobile Phone's Features 4.Zero effective Rentals Fixed Wireless Terminal (FWT) 1.Great Savings 2.Zero Effective Rentals 3.Parallel Connection Facility 4.No Wires Attached FWT Features Connect to standard telephone/cordless Connect to PBX Connect to PC Internet access Parallel connection facility Secure tap proof connection 3 way call conference Speed dialing Voice mail Facility Hotline Call wait / call hold Call divert Alarm

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4.ISDN BRI ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with communication solutions encompassing voice, data and Internet over a single line at speeds up to 128 Kbps. You can choose to either have one data channel of 128 Kbps, or have two seperate channels of 64 Kbps each for voice and data.

BENEFITS 1.One line, two channels 2.Quick call set up, High speeds 3.Speeds up to 128 Kbps 4.Digital security 5.Smart Office

Your office can now get the digital PBX functionality without having to invest in and maintain any equipment. Introducing the Reliance Smart Office - a Business-class Centrex - which offers carrier grade reliability and scalability coupled with the benefits of outsourcing. Benefits of Reliance Smart Office 1.Digital PBX functionality 2.Carrier grade Reliability & scalability 3.Multi-Office solution 4.Outsourcing benefits

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Smart Office Features Call Management features Call Forward on Busy Call Forward on No reply, or Forward all incoming calls

Voice Mail Absentee Subscriber Service 10-party conference Manager- Secretary Working PC based Attendant Console NextGen Caller ID Speakerphone Delayed Hotline

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6.Analog Trunk Solutions Do you have three or more lines terminating on your KTS/ PBX? Do your callers struggle to remember multiple telephone numbers of your office? Do the free calls on some of your phone lines remain unused? If any of these problems are bothering you then Reliance Analog Trunk Solutions is perfect for you.

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Benefits of Reliance Analog Trunk Solutions

1.Optimise Spends 2.Single Hunting Number 3.Shared Commitment Plan 4.Better call rates at lesser commitment 5.Single bill option

7.Community Phone

Benefits of Reliance Community Phone 1. Intercom and Landline on a single telephone 2. Zero effective rentals 3. Feature-packed service at no extra costs 4. Competitive call rates

Community Phone - Features

NextGen Caller ID Speakerphone. 3-way Conference Mobile Phone Features Quick Dialing

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8.E1 DID

digital channels over a 4-wire system. Each channel can be configured as incoming, outgoing or two-way, allowing effective management of voice traffic.

BENEFITS

1.Direct Line for every user 2.Digital quality 3.Saving on recurring costs 4.Direct Line Number Display (DLND) 5.Enhanced service Availability 6.No congestion or busy signals

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STATEMENT OF PROBLEM

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STATEMENT OF PROBLEM

Telecom liberalization began early in the 1990s when the sector was thrown open to the private sector. like most new things initially, there were gaps which have since then been slowly corrected. India can today boast of an infrastructure that is comparable to the best in the world. In the mid 1990. it was estimated that 10-15 years after the introduction of mobile telephony, mobile customers would plateau at about 50 per sent of the fixed telephone .

In my study I found the different problems these are.

1. Consumers opt for landline connection for status but not as communication means. 2. in the growing field of mobile ,landline phone are outdated. 3. heavy expenses in the installing of infrastructure of the telecom.

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METHODOLOGY

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Objective of the study

Research design

Sample design

Data collection Data analysis

Reporting of findings

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RESEARECH DESIGN A research design is a arrangement of conditions for collection at analysis of data in manner that combines relevance to the research purpose with economy in processor.

DISCRIPTIVE RESEARECH DESIGN Descriptive research studies are those studies, which are concerned with., described the characteristics of particular individual. In descriptive as well as in diagnostic studies, the researcher must be ale to define clearly, what he wants to measure and must find adequate methods for it along with a clear cut population he wants to study Since the aim is to obtain complete and accurate information in the said studies ,the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and must maximize reliability with due concern for the economical completion of the research study &must focus attention of the following

NEED OF RESEARCH DESIGN: Research design is needed because it facilitate the both smooth saling of various research operation there by making research is efficient as possible yielding maximum information with minimum expenditure of time and money. data. Operational design: - Advance design about operational processor. 66 B.I.T. MEERUT Over all design: -Rigid design. Sampling design: -Probability sampling design random sampling. Statically Design: - Pre plan design for analysis. Observation design: - Structure or well out instruments for collection of

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Descriptive research design are those studies are consult with describing the

characteristics of particular individual or of a group. Descriptive method are commonly use of direct basis of marketing. It is ensure minimum byes. It provides information that helps executive make rational decision.

PROCESS OF RESEARCH DESIGN . Formulating the objective of study (What the study is about and why it is

being made) Designing the method of data collection (What technique of gathering data

will be adopted. Selecting the sample (how much material will be needed). Collective the data (where can be required data can be found and with what

time period should the data be related.) Processing and analysis of data. Reporting and finding.

SAMPLING DESIGN

A Sample design is a definite plan for obtaining a sample from a given population . it refers to the technique or the procedure adopted In selecting items for the sample. The main constituents of the sampling design below Sampling unit Sample size Sampling procedures

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SAMPLING UNIT A sampling framework i.e. developed for the target population that will be sampled i.e. who is to be surveyed Consumer

SAMPLE SIZE It is the substantial portions of the target population that are sampled achieve reliable results. Consumer - 50

SAMPLING PROCEDURE The procedure to choose the respondents to obtain a representative sample a nonprobability sampling technique is applied for the target market.

Non-Probability Sampling It is a purposive sampling which deliberately chooses the particular units of the universe of constituting a sample on the basis that the small mass that they so select out of a huge one will be typical or representative of the whole.

Judgment Sampling To select population member who are good prospects for accurate information.

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DATA COLLECTION

PRIMARY DATA.

SECONDARY DATA.

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DATA COLLECTION

The data collection process is the predefined task that I have to undergo. The data collection process starts right day till the final day on the field. During the whole period a list of different respondent scattered around whole of the Banaras gets visited.

There are several ways of collecting appropriate data that differ considerably in context of money, time cost and other resources at the disposal of researcher. The tools used for data collection are as:

PRIMARY DATA

The primary data are those data, which are collected afresh and for the first time and happen to be original in character. The primary data to be collected for the study are----

By Questionnaire: -

Questionnaire is a formularized instrument for as kind information directly from a respondent and concerning behavior demography characteristics level of knowledge and or attitude believes and feelings. The term questionnaire is a list of obtaining specific information about a defined problem so that the data after analysis & interpretation ,result in a better appreciation of the problems. A questionnaire form, which has to be, completed an interviewer. Often referred as schedule. BSNL Comparison with others 70 B.I.T. MEERUT

By Personal Interview:-

Under this method of collecting data there is face to face context with the person from whom the information is obtained. The pattern used is Structured and indirect Interview.

SECONDARY DATA: - Secondary data are those which have already been collected by some one and which have already passed through statically process.

Various publication of the central, state and local governments; Various publications of foreign government or of international bodies and their

subsidiary organization; Technical and trade journals: Books magazines and newspapers; Reports and publications of various associations connected with business and

industry, banks, stock, exchange etc; Reports prepared by research scholars, universities, economists etc. in different

fields, Publics records and statistics, historical documents, and other sources of

published information. The sources of unpublished data are many; they may be found in diaries, letters, unpublished biographies and auto.

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LIMITATION & FINDINGS

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LIMITATION
Despite the fact that the questionnaire method is widely used in marketing research it has several important limitations. Unwillingness of respondent to provide information. Inability of respondent to provide. Questionnaire can be administered to respondents who has considerable amount of education. Success and effectiveness mainly depends on the co-operation of the respondents. In many situations researcher is not in a positions to detect the respondents is bias. Unintelligent answers or misinterpretation of any questions by the respondents could not be corrected. Non-response rate is very high. Cost constraint Time consumption.

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FINDINGS
Most of the respondents have a landline phone. BSNL is the market leader in the landline phone. 40% respondents are aware about the private landline provider. Customer are very much stick to the previous services. Most of the respondent influence by their friends. Economic aspect also lies in the surface area of mind. Good connectivity is the factor, which influence most purchasing landline connection. 45% respondent have purpose to purchase the landline for home use. 35% respondents are facing the problem from the landline phone due to disturbance in the line during the call. 53% respondents are satisfied with their landline phone. Customers are very much unaware with private services. More than 50% respondents are unaware about the different scheme provided by BSNL & Private landline provider. Some customers are fed up with the services of BSNL. Some other private competitors also giving strong resistance. Network at each & every place not their.

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DATA REPRESENTATION

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Availability of land line Phone

TABLE1 PRIMARY DATA Landline Phone Yes No Total Landline provider No. of Respondent 41 09 50 SAMPLE SIZE-50 Percentage 82 18 100

TABLE2 PRIMARY DATA Landline Connection BSNL Reliance Tata Total No. of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 42 30 28 100

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Awareness of Private landline provider

TABLE3 PRIMARY DATA Private Landline Phone Aware Unaware Undeciding Total 21 15 14 50 42 30 28 100 No. of Respondent SAMPLE SIZE-50 Percentage

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Consider the landline is better than Mobile


TABLE4 PRIMARY DATA Better Landline Phone Economic Service has new improved Easy in reach No. fear of theft/loss Evan layman operate it Total 50 100 No. of Respondent 27 03 07 08 05 SAMPLE SIZE-50 Percentage 54 06 16 16 10

By which medium they come to know about existing landline

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TABLE5 PRIMARY DATA SAMPLE SIZE-50

Mediam Advertising Friends Family members Others Total

No. of Respondent 08 24 12 06 50

Percentage 16 48 24 12 100

Purpose to purchase landline phone

TABLE6 PRIMARY DATA Purpose Official use Home Status symbol Total No. of Respondent 17 23 10 50 SAMPLE SIZE-50 Percentage 34 46 20 100

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Factors which influence most at purchasing of landline connection

TABLE7 PRIMARY DATA Factors Economic call rate Good connectivity Tones ID caller Colors Total No. of Respondent 19 23 02 06 00 50 SAMPLE SIZE-50 Percentage 38 46 04 12 00 100

Problems they are facing from landline phone

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TABLE8 PRIMARY DATA Problem Disturbance in lines during calls Cross connection Errors in bill Complaints are attended very late Instrument problem Total 50 100 No. of Respondent 17 07 09 13 04 SAMPLE SIZE-50 Percentage 34 14 18 26 8

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Satisfaction with their landline

TABLE9 PRIMARY DATA Satisfaction BSNL Reliance Tata Total No. of Respondent 27 15 08 50 SAMPLE SIZE-50 Percentage 54 30 16 100

Awareness about different scheme provider by BSNL & private landline provider

TABLE10 PRIMARY DATA Different scheme BSNL Reliance Tata Total No. of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 70 22 08 100

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Respondent choice of connection if he gets a chance to get new connection TABLE11 PRIMARY DATA New Landline Connection BSNL Reliance Tata Total No. of Respondent 31 12 07 50 SAMPLE SIZE-50 Percentage 62 24 14 100

Which landline providing better after sale service TABLE12 PRIMARY DATA After sale service BSNL Reliance Tata Total No. of Respondent 35 11 04 50 SAMPLE SIZE-50 Percentage 70 22 08 100

Satisfied after sale service with existing landline phone

TABLE13 PRIMARY DATA Satisfied sale service Yes No BSNL Comparison with others 15 35 83 30 70 B.I.T. MEERUT No. of Respondent SAMPLE SIZE-50 Percentage

Total

50

100

Problem facing by consumer from the different landline provider TABLE14 PRIMARY DATA Problems Connectivity Billing After sale service Problem in instrument Which is the better landline option BSNL% 35 36 28 26 SAMPLE SIZE-50 Reliance % 11 10 15 13 Tata % 04 04 07 11

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TABLE15 PRIMARY DATA Better option of landline BSNL Reliance Tata Total No. of Respondent 24 16 10 50 SAMPLE SIZE-50 Percentage 48 32 20 100

Expectation toward the attributes of landline phone

TABLE16 PRIMARY DATA Expectation Portable Economic Good connectivity Call rate Total No. of Respondent 04 15 13 18 50 SAMPLE SIZE-50 Percentage 08 30 26 36 100

Private landline provider offer better services as compared BSNL

TABLE17 PRIMARY DATA Better Private service Yes BSNL Comparison with others 37 85 74 B.I.T. MEERUT No. of Respondent SAMPLE SIZE-50 Percentage

No Total

13 50

26 100

Awareness about charges of private landline provider

TABLE18 PRIMARY DATA Amount awareness Yes No Total No. of Respondent 13 37 50 SAMPLE SIZE-50 Percentage 24 74 100

Rating by consumer about different landline land line provider

TABLE19 PRIMARY DATA Better option of landline BSNL Reliance Tata Total 35 11 04 50 70 22 08 100 No. of Respondent SAMPLE SIZE-50 Percentage

Consider about the future of landline in India


TABLE20 BSNL Comparison with others 86 B.I.T. MEERUT

PRIMARY DATA Future of landline in India Good Excellent Bad Worst Total 11 30 05 04 50 No. of Respondent

SAMPLE SIZE-50 Percentage 22 60 10 08 100

ANALYSIS OF DATA

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ANALYSIS OF DATA

After data have been collected researcher turns to the task of analysis them. The analysis of the task of closely related option such as establishment of categories, the application of these calories to raw data through coding tabulation and then drawing.

Statistical inferences:

1) Coding 2) Editing 3) Tabulation

Coding operation is usually done at this stage through which the categories of data was transfer into symbols that may be tabulated add counted.

Editing was the procedure that improves the quality of data for coding with the stage was ready for tabulation.

Tabulation was a part of the technical procedure where in the classified data are put in the form of tables.

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GRAPH-1 Availability of land line Phone

% Respondent
100 80 60 40 20 0 yes no % 18 82

82% Respondent have the landline Phone. 18% Respondent have not landline Phone.

GRAPH-2 Landline provider % Respondent


80 60 40 20 0 BSNL Reliance Tata 22 8 % 70

70% Respondent have BSNL landline Phone. 22% Respondent have Reliance landline Phone. 8% Respondent have Tata landline Phone. BSNL Comparison with others 89 B.I.T. MEERUT

GRAPH-3 Awareness of Private landline provider % Respondent


50 40 30 20 10 0 Aware Unaware Undecinding 42 30 28 %

provider.

44% Respondents are aware about private landline Phone

30% Respondents are unaware about private landline

Phone provider. 28% Respondents are undeceiving about private landline

Phone provider.

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GRAPH-4 Consider the landline is better than Mobile % Respondent


60 50 40 30 20 10 0 % 6 14 16 54 Economic Service has new improved Easy in reach 10 No fear of theft/loss Even layman operate it

54% Respondent consider landline better than mobile for

economic purpose. 6% Respondent consider landline better than mobile

because service has now improved. 14% Respondent consider landline better than mobile

because it is easy in reach. 16% Respondent consider landline better than mobile

there is no fear of theft/loss. 10% Respondent consider landline better than mobile

because even layman can operate it.

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GRAPH-5 By which source they come to know about existing landline % Respondent
60 50 40 30 20 10 0 48 24 12 %

16

Advertising

Family member

Friends

Others

16% Respondents are aware about existing landline Phone

provider through advertising. 24% Respondents are aware about existing landline Phone

provider through family member. 48% Respondents are aware about existing landline Phone

provider through friends. 12% Respondents are aware about existing landline Phone

provider through others.

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GRAPH-6 Purpose to purchase landline phone % Respondent


50 40 30 20 10 0 Official use Home use Status symbol 34 20 % 46

34% Respondents have the purpose to purchase to

landline Phone for official use. 46% Respondents have the purpose to purchase to

landline Phone for off home use. 34% Respondents have the purpose to purchase to

landline Phone for status symbol.

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GRAPH-7 Factors, which influence most at purchasing of landline connection % Respondent


50 40 30 20 10 0 % 4 12 0 Colors 46 38

Economic call rate Good connectivity Tones ID caller

call rate. connectivity.

38% Respondents are influenced most by the Economic

46% Respondents are influenced most by the Good

04% Respondents are influenced most by the Tones. 12% Respondents are influenced most by the ID caller. 0% Respondents are influenced most by the Colors.

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GRAPH-8

Problems Respondents are facing from landline phone % Respondent


40 35 30 25 20 15 10 5 0 34 26 14 18 8 Disturbance in line during call Problem of cross connectivity Errors in bills send to the customer Complaints are attended very late by telephone dept. Problem in the instrument

34% Respondents are facing the problem of disturbance in

line during call. connectivity. 18% Respondents are facing the problem of errors in bill 14% Respondents are facing the problem of cross

send to customer. 26% Respondents are facing the problem of complaints

are attended very late. 08% Respondents are facing the problem in instrument.

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GRAPH-9 Respondent Satisfied with their landline % Respondent


60 40 20 0 BSNL Reliance Tata 54 30 16

54% Respondents are satisfied with BSNL. 22% Respondents are satisfied with Reliance. 24% Respondents are satisfied with Tata.

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GRAPH-10 Awareness about different scheme provider by BSNL & private landline provider % Respondent
80 60 40 20 0 BSNL Reliance Tata 22 8 % 70

70% Respondents are aware about different scheme

provided BSNL. 22% Respondents are aware about different scheme

provided by Reliance. 08% Respondents are aware about different scheme

provided by Tata.

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GRAPH-11 Respondent choice of connection if he gets a chance to get new connection % Respondent
80 60 40 20 0 BSNL Reliance Tata 24 % 14 62

62% Respondent are in favour of adopting BSNL

connection if they gets a chance to get new connection. 24% Respondent are in favour of adopting Reliance

connection if they gets a chance to get new connection. 14% Respondent are in favour of adopting Tata connection

if they gets a chance to get new connection.

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GRAPH-12 Which landline providing better after sale service % Respondent


80 60 40 20 0 BSNL Reliance Tata 22 8 % 70

70% Respondent of this opinion that BSNL provide better

after sale service. 22% Respondent of this opinion that Reliance provide

better after sale service. 08% Respondent of this opinion that Tata provide better

after sale service.

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GRAPH-13 Satisfied after sale service with you existing landline phone % Respondent
80 60 40 20 0 Yes No 30 % 70

phone.

30% Respondents are satisfied with their existing landline

70% Respondents are unsatisfied with their existing

landline phone.

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GRAPH-14 Problem facing by consumer from the different landline provider % Respondent
80 60 40 20 0 70 22 74 56 8 20 billing 8 30 14 after sale service 54 2622 problem in instrument BSNL Reliance Tata

BSNL. Reliance. Tata Reliance. from BSNL.

70% Respondent are facing problem of connectivity from

22%Respondent are facing problem of connectivity from

08% Respondent are facing problem of connectivity from

74% Respondent are facing problem of billing from BSNL. 20% Respondent are facing problem of billing from

08% Respondent are facing problem of billing from Tata. 56% Respondent are facing problem of after sale service

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connectivity

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30% Respondent are facing problem of after sale service

from Reliance. from Tata BSNL. Reliance. Tata. 22% Respondent are facing problem of instrument from 26% Respondent are facing problem of instrument from 54% Respondent are facing problem of instrument from 14% Respondent are facing problem of after sale service

GRAPH-15 Which is the better landline option % Respondent


60 50 40 30 20 10 0 48 32 20 %

BSNL

Reliance

Tata

48% Respondent have opted BSNL as a better landline

phone option. option. BSNL Comparison with others 102 B.I.T. MEERUT 32%espondent have opted Reliance better landline phone

20% Respondent have opted Tata as a better landline

phone option.

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GRAPH-16 Expectation toward the attributes of landline phone % Respondent


40 30 20 10 0 % 8 36 30 26 Portable Economic Good connectivity Call rate

connectivity.

08% Respondents want their landline to be Portable. 30% Respondents want their landline to be Economic. 26% Respondents want their landline to be Good

36% Respondents want their landline to be Call rate.

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GRAPH-17 Private landline provider offer better services as compared BSNL % Respondent
80 60 40 20 0 Yes No 26 % 74

74% Respondents are of this opinion that private landline

co. provide better service as compared BSNL. 26% Respondents are of this opinion that private landline

co. do not provide better service as compared BSNL.

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GRAPH-18 Awareness about charged by private landline provider % Respondent


80 60 40 20 0 Yes No 26 % 74

26% Respondents are aware about the charged by private

landline provider. 26% Respondents are unaware about the charged by

private landline provider.

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GRAPH-19 Rating by consumer about different landline land line provider % Respondent
80 60 40 20 0 BSNL Reliance Tata 22 8 % 70

70% Respondents are give rating to BSNL. 22% Respondents are give rating to Reliance. 08% Respondents are give rating to Tata.

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GRAPH-20 Consider about the future of landline in India % Respondent


80 60 40 20 0 Good Excellent Worst Bad 22 8 10 60 %

22% Respondents considered the future of landline in

India as good. 60% Respondents considered the future of landline in

India as excellent. 08% Respondents considered the future of landline in

India as worst. India as bad. 10% Respondents considered the future of landline in

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CONCLUSION & RECOMMANDATION

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CONCLUSION
The result of the study can be useful for the telephone provider companies. The factors affection consumer buying behavior is change according to their income effect . I have segmented the survey in three categories i.e. student , self employed & serviceman.

Student are much attracting by the mobile phone. They wants to purchase on financed influence by cash sales promotion schemes students are using their mobile for fun & joy.

Serviceman & self employed are giving preference to average low maintenance & price in comparison to looks colors & brand image. Serviceman wants to purchase a landline phone for home use.

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RECOMMANDATION

Brand promotion scheme must be made more attractive than the offer given in campaign.

Educating the customer regarding the usage of phone. To increase the percentage of reach, the frequency of advertisement of private landline has to be increase.

Landline phone provider should try to give better services. The private landline provider should create awareness among the customer. The private landline company should make attractive advertising campaign.

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ANNEXURE
QUESTIONNAIRES

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Name: Occupation: Address: Q.1. Do you have a landline Phone? Yes Q.2. Which connection do you have? No

BSNL Reliance

Tata Indicom

Q.3. Are you aware about Private landline provider? Awareness Undeceiving Q.4. Why do you consider that landline phone is better than the mobile phone? Economy Service has new improved Easy in reach as it is installed Q.5. By which medium, you come to know about this connection (Phone). Advertising Family members Friends Others No fear of theft/loss Even layman pirate it Unawareness

Q.6. What is your purpose to purchase this connection? For official use This is a status symbol BSNL Comparison with others 113 B.I.T. MEERUT For fun

Q.7. What are the factors, which influence most at the purchasing of landline connection? Economic call rate. Good connectivity Colors Q.8. What type of problem you are facing with your landline phone? Disturbance in lines during calls Problem in the instrument Problem of cross connectivity Errors in bills send to the customer Complaints are attended very late By telephone deptt. Q.9. Are you satisfied with your landline? BSNL Reliance Q.10. Are you aware about the different scheme provided by BSNL and Private landline provider? Awareness Undeceiving Q.11. If you have a chance to purchase a new connection of landline phone which will you prefer? BSNL Reliance Tata Indicom Unawareness Tata Indicom Tones Caller ID

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Q.12. Which landline service provider are providing better after sale services? BSNL Reliance Q.13. Are you satisfied with your landline service provider in case of after sale service? Yes No Tata Indicom

Q.14. According to you which is better option. BSNL Reliance Q.15. Would you like to tell me your Expectation towards the attributes of land line? Portable Good connectivity Caller ID Q.16. Do you think that private landline co. can offer you better services as compared to BSNL? Yes Q.17. If yes/no please mention the reason? ------------------------------------------------------------------------------------------------------------------------------------------------------------------No Economic Call rate Tata Indicom

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Q.18. Are you aware of the amount charged by the private landline provider? Yes Q.19. If yes please mention the amount? ---------------------------------------------------------------------------------Q.20. Does your pocket allow to afford the private landline connection? ------------------------------------------------------------------------------------------------------------------------------------------------------------------Q.21. How will you rate to different landline provider? BSNL Tata Q.21. How do you consider the future of landline in India? Good Bad Excellent Worst Reliance No

Q.22.Would you like to tell me your recommendation. ----------------------------------------------------------------------------------

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BIBLIOGRAPHY

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BIBLIOGRAPHY

BOOKS: C. R. Kothari Research Methodology Second Edition, Wishwa Prakashan. Donald S. Tull , Dell I. Hawkins Marketing Research Sixth Edition, Published by Ashok k. Ghosh , Prentice-Hall Of India Pvt. Ltd. JOURNALS: Indian Journal of Marketing Volume xxxiv Oct 2006 IBAT Journal of Management Volume III Number 1 Jan 2007. Journal of Indian Management & Strategy Volume 20, No.3, July, September 2007 MAGAZINES: IIMB Management Review Volume 16 No.3 September 2007 Business Today Depression In landline phone Sector Page 25 March 2007. Business Today, November 21, 2007 issue Business Today, November 21, 2007 issue

WEBSITE www.bsnl.co.in www.tataindicom.com

www.relianceinfocom.com

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