A STUDY ON CUSTOMER SATISFACTION FOR B

8/7/2019 A STUDY ON CUSTOMER SATISFACTION FOR B

1/101

A STUDY ON CUSTOMER SATISFACTION

FOR B.S.N.L LANDLINE AND MOBILE

SERVICES

A report submitted to DCRUST , MURTHAL

Submitted to: Submitted by:

DUCRST, MURTHAL NAME: ASHISH KUMAR

ROLL NO: 9092903

DEPT: MBA(ITM)

GUIDER NAME: Dr. Deepak Verma

ACKNOWLEDGEMENT

1 | P a g e


2/101

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 honourable 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

SANCHARNIGAM LTD, SONEPAT for my RESEARCH PROJECT

internship, as a partial fulfilment of two year degree course of Master of

Business Administration. It is a great pleasure to extent my heartful thanks

to Mr N.Narjinary (t.d.m), D.k.roy(s.d.e), Mr Nitish barman(marketting

officer) , Mr Arvind kumar(j.t.o) of B.S.N.L under whose guidance I have

completed my project.

ASHISH KUMAR

2 | P a g e


3/101

DECLARETION

I hereby certify that the work which is being presented in the project

entitled, A study on customer satisfaction for BSNL LANDLINE and

MOBILE services in SONEPAT. in partial fulfilment of the requirements

for the award degree of M.B.A for DCRUST (MURTHAL), is an authentic

record of my own work. The matter presented in this Research Project

Report has not been submitted by me for the award of any other degree of

this or any other University.

DATE:

ASHISH

KUMAR

3 | P a g e


4/101

Executive summery(1)The Telecom industry is one of the leading and fastest growing in the world

as communication plays a vital role in the world and especially in India. It

acts as a major catalyst for the economic growth. BSNL has good brand

awareness among the people. This could be attributed to its long history in

the market and continued support from the Government. In todays

competitive world, BSNL has to provide excellent services to attain a major

market share and keep their Customers satisfied in all aspects. This research

study is useful for BSNL to understand the expectations and requirements of

Customers and can serve them in a better way. This research was conducted

from january2011 to march2011.

The researcher has done an internship project at BSNL, SONEPAT in

pursuance of determining the LANDLINE AND MOBILE SERVICE for

BSNL and then the customers feedback on the various SERVICE. The

samples of 100 respondents from among the universe of BSNL users at

SONEPAT,KUNDLI were selected at random to conduct the study. The

BSNL staffs who were contacted to learn about the various BSNL packages

and policies were also the primary source of data. Questionnaire was

designed after a pre-survey interview covering all the aspects of BSNLservices. Data analysis and interpretation was done using the collected data

with necessary tools including percentage analysis, five point scale was used

to grade the opinion of the respondents regarding the various variables used,

soft wares like SPSS were also used to enable efficient analysis of data. The

researcher strongly believes that this study would be helpful to the BSNL

Management in knowing about the Customers Satisfaction, Customer

Perception, Customer Preferences, and service requirements and about the

4 | P a g e


5/101

other competitors status in the market thereby helping them in improve their

quality of Services offered.

Executive Summery (2).

OBJECTIVES:

1: Which telecom connection does the consumer uses.

2: Whether the consumer are satisfied with BSNL network.

3: Amount of BSNL internet user.

4: Customer awareness about BSNL various Landline & Mobile services.

5: Other facility BSNL should introduce or not.

LIMITATION:

1: We have collect only 200 samples due to shortage of time.

2: Survey is done only in SONEPAT district.

3: Some samples did not give response.

4: Some might have given wrong information.

5: Sample result may not resemble with population.

Conclusion:

1:Overall conclusion are 50% of respondent are BSNL customer out of 100sample.

2:41.66% of total respondent are satisfied with it.

3:66.66% of total respondent prefers BSNL P.C.O.

5 | P a g e


6/101

4:75% of total respondent are BSNL net users.

5:54.16% are aware of various BSNL services.

6:70% of total respondent opt for more facilities in BSNL.

(INTRODUCTION)

Bharat Sanchar Nigam Limited (known as BSNL, India Communications

Corporation Limited) is a public sector telecommunication company in

India. Bharat SancharNigam Ltd. formed in October, 2000, is World's 7th

largest Telecommunications Company providing comprehensive range of

telecom services in India: Wire line, 3G, CDMA mobile, GSM Mobile,

Internet, Broadband, Carrier service IN Services etc. Within a span of five

years it has become one of the largest public sector unit inIndia. BSNL has

installed Quality Telecom Network in the country and now focusing on

improving it, expanding the network, introducing new telecom services with

ICT applications in villages and wining customer's confidence. Today, it has

about 47.3 million line basic telephone capacity, 4 million WLL capacity,

20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS,

287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of

Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5

Lakhs villages. It is India's largest telecommunication company with 24%

market share as on March 31, 2011. Its headquarters are at Bharat Sanchar

Bhawan, Near post office, sonepat BSNL is India's oldest and largest

Communication Service Provider (CSP). Currently has a customer base of

73 million as of June 2008. It has footprints throughout India except for the

metropolitan cities of Mumbai and New Delhi which are managed by

MTNL. To look for details and to collect data for my project I worked in

B.S.N.L Office to gather full information about the system and working of

6 | P a g e


7/101

whole region and found out the facts about various processes adopted by

reliance to pay its advisors and the time period taken for this study are 2

months.

PROFILE

COMPANY NAME: Bharat Sanchar Nigam Ltd.

HEADQUARTERS : Bharat Sanchar Bhawan,

Harish Chandra Mathur Lane,

Janpath, New Delhi

OFFICE IN sonepat.

FOUNDED: 19th century, incorporated 2000

OWNER : Government of India

7 | P a g e


8/101

Interesting Facts:

There are 2 million BSNL mobile and landline connections in rural

India (a record, no other connection is as famous as bsnl

in rural areas)

BSNL is the 1st company to introduce 3G in INDIA.

BSNL supplies phone lines to all other network such as

Airtel,Vodafone etc.

Largest pan India coverage-over 11000 towns & 3 lakh

Villages.

Indias No. 1 wireless service provider with more than 50 Million

customers.

An incredible speed of 2mbps is only offered by BSNL

The only Mobile service available through out the

country including Jammu and Kashmir and North

Eastern states like Arunachal Pradesh, Nagaland,

Mizoram etc.

8 | P a g e


9/101

NEED OF THE STUDY Customer satisfaction is must to understand the likes and dislikes of the

customers regarding service..

To know whether customer receive the service on time, and is it full

filling their needs to the desired levels.

This would help to plan for the better channel and improve CRM

activities which assure the customer to be satisfied.

SCOPE OF STUDY The study helps to understand whether the customer is satisfied or

dissatisfied.

To find the various factors that causes the dissatisfaction to the customer

and overcome those by a better strategy.

To channel the distribution which will enable to reach the customer and

communicate.

This will ultimately lead to customer satisfaction.

Statement of problem

A study has been conducted in order to understand the customer opinion and

satisfaction level of various landlines and mobile services in sonepat ,

research titled A STUDY ON CUSTOMER SATISFACTION FOR

LANDLINE AND MOBILE BSNL SERVICES has been conducted.

9 | P a g e


10/101

Importance of study

In this competitive arena communication plays a vital role so the telecom

industries are the major source for communication. BSNL, being a public

sector obviously have to compete with various players like Airtel , Hutch ,

Reliance , Tata indicom etc. with their stringent rules and regulations guided

by TRAI. Hence in order to understand about the customers requirement

their likes and dislikes preference is sine-quo-non for BSNL.

Objectives OF THE STUDY

To ascertain customer preferences of landline and mobile services.

To ascertain the customer satisfaction level for mobile services as well aslandline services.

To analyze the customer opinion and satisfaction with specific reference

to BSNL.

To suggest some guidelines to BSNL in order to provide better focused

service.

10 | P a g e


11/101

Methodology

Data sourceIn this study primary data and secondary data have been

used. Secondary data have been collected from internet.

Research ApproachPrimary data have been collected through surveys. Data collection has been

done through the use of structured questionnaire

Sampling Convenient sampling method has been adopted for this study.

Researcher has taken samples from SONEPAT.

The researcher has chosen 100 samples from SONEPAT,KUNDLI

The researcher had prepared questionnaire to elicit responses for the

following

11 | P a g e


12/101

The researcher had prepared questionnaire to elicit responses for the

following

areas

Location

Age

Occupation

Monthly income

Mobile user

Mobile service usage

RESEARCH METHODOLOGY

Introduction:

Every business works on an explicit or implicit business plan, which

comprises of both the corporate and the competitive strategies of the firm.

To implement the above two strategies, there are functional areas, which

have their own strategies and plan. The major functional areas of business

are marketing, production, finance and human resources management.

Marketing research plays an important role in deciding on the market

strategy by providing information necessary for choosing an appropriate

12 | P a g e


13/101

strategy. This could be termed as marketing research at the strategic level of

marketing.

Clearly marketing research is a search for answers to some questions, which

if answered would lead the company to make critical marketing decisions on

an strategic and tactical level.

It was a research conducted by me on the topic A study on customer

satisfaction for BSNL mobile and landlineservices in sonipat area in which

I tried to find out that if the customer of BSNL are satisfied with its

services.

Research Objective:

The research objective is to determine The customer satisfaction for BSNL

landline and mobile services in sonipat area

Sometimes the research objective is also called research problem. Broadly

these two terms can be used interchangeably. Whatever the terminology

used, the research should end up with useful information that enables a

marketing manager to make a better decision.

The main objectives of the research conducted are:

To ascertain customer preferences of landline and mobile services

To ascertain the customer satisfaction level for mobile services as well

as landline services

13 | P a g e


14/101

To analyze the customer opinion and satisfaction with specific

reference to BSNL

To suggest some guidelines to BSNL in order to provide better

focused service

Scope of research:

The study helps to understand whether the customer is satisfied or

dissatisfied with the landline and mobile services of BSNL.

To find the various factors that causes the dissatisfaction to the

customer and overcome those by a better strategy

To channel the distribution which will enable to reach the customer. This will ultimately lead to customer satisfaction

To find out the actual reason behind the fact that, why such a big

company like BSNL is incurring loss.

To find out the exact reason behind the shrinking customer base.

14 | P a g e


15/101

This study will help BSNL to understand where they in terms of

market share, preferences of customer and in terms of revenue

generated.

The study will be like an eye opener for the BSNLs top marketing

officials.

Limitations of research:

The research had to be conducted within some of the places of sonipat and

Kundli and the report had to be made on basis of the findings which could

well be in little differences from the facts and figures from all over India.

There were some questions which the BSNL officials were not ready to

answer, like for example the exact figures of revenue generated, exact

reasons behind losing market share etc.

The shortage of time was also a big factor that prevented us from conducting

a very detailed research.

Methodology of research:

Sources of data:

There are two types of data

Primary data: The primary data are collected by the survey conducted

by the questionnaire prepared by me.

The surveys were even conducted by telephone, by mail.

Secondary data: The secondary data are of two types internal and

external.

Internal records of the company are used as the point of the marketing

research. This includes information about the product being

researched, its history, companys background, market share, and

competitors information. These types of informations were collected

15 | P a g e


16/101

from the marketing department, sales department and corporate cell

for marketing intelligence in the company.

External secondary data contains information available from public

sources such as business newspapers, business magazines. A

prominent source of data is the CMIE or the Centre for Monitoring

Indian Economy, which publishes monthly reports on various aspects

of Indian economy and Industry.

Sample size:

A sample size of 100 people was taken by me to do the survey. Below is the

illustration of the total sample space taken.

Total people: 100

Young people(18yrs to

25yrs)

Middle aged(25yrs to

45yrs)

Middle and old(above

45 yrs)

90 75 35

Method of collection of data:

Survey: This technique of data collection has already been discussed

about above in the report. It was conducted in person that is by meeting

the person personally, over telephone, and even my mail. The main

disadvantage of conducting surveys over telephone or mail is that thefacial expression, body language of the respondent cant be observed.

Moreover the level of reliability on the results of such surveys are very

less and are prone to incorrect results. So approximately 80% of the

surveys conducted were by meeting persons personally. The

questionnaire used for the survey is in the Annexure part of the report.

16 | P a g e


17/101

The field work was done by me at different places like homes, offices,

shops, etc. The surveys were done in the office time, so that it is

possible to meet every one.

Observation: Observation is a technique where the consumers

behaviour is recorded, usually without his/ her knowledge. So

according to the definition it is clear that in this technique of data

collection they are more inclined towards BSNL or any other like the

main competitors of BSNL like the bharti Airtel , Vodaphone, TATA,

RCOM, etc.

Instruments used:

The instruments used for the survey are the questionnaires, the mail id, for

the graphical analysis I used the excel sheet, laptop for typing purpose.

Tools and Techniques used:

There different tools and techniques used for the survey are as follows:

Survey: This technique of data collection has already been discussed

about above in the report. It was conducted in person that is by

meeting the person personally, over telephone, and even my mail.

The main disadvantage of conducting surveys over telephone or mail

is that the facial expression, body language of the respondent cant be

observed. Moreover the level of reliability on the results of such

17 | P a g e


18/101

surveys are very less and are prone to incorrect results. So

approximately 80% of the surveys conducted were by meeting persons

personally. The questionnaire used for the survey is in the Annexure

part of the report.

The field work was done by me at different places like homes, offices,

shops, dealerships, franchises, etc. The surveys were done in the

office time, so that it is possible to meet every one.

Observation: Observation is a technique where the consumers

behaviour is recorded, usually without his/ her knowledge. So

according to the definition it is clear that in this technique of data

collection we basically observed which brand the customers are

preferring more either they are more inclined towards BSNL or any

other like the main competitors of BSNL like the bharti Airtel

Qualitative technique: This technique included word association

where the respondent was asked for a word that comes to his / her

mind after thinking of the brand BSNL.

Experimentation: In this I measured the effect of one or more

variables by changing the level of some variables, and measuring the

effects.

:

18 | P a g e


19/101

19 | P a g e


20/101

Limitations of the study

Study has been conducted only in few areas of sonipat

and kundli.

For few questions researcher was not able to get proper

response which are as follows :-

Time was not sufficient to conduct detailed study.

For few questions researcher was not able to get properresponse which are as

follows:

i. Chances of Switching.

ii. Reason for Switching.

iii. Monthly Income.

20 | P a g e


21/101

Conclusion:

To conclude the research I would say that the research was done with great

effort and by using different techniques like personally interviewing the

customers, observing the trend of the of the customers to find out about the

customer satisfaction for the BSNL service in sonipat . The research will

provide the BSNL officials about the state of satisfaction in the customersmind about their services, like BSNL Broadband, BSNL 3G.

21 | P a g e


22/101

LITERATURE REVIEW

The Background: The foundation of Telecom Network in India was laid

by the British sometime in 19th century. The history of BSNL is linked with

22 | P a g e


23/101

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 Mahan agar 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

VISION, MISSION AND OBJECTIVE

VISION:

To become the largest telecom service provider in Asia.

23 | P a g e


24/101

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 areas of operation and to contribute to the countrys

economy.

Objectives:

To be a lead Telecom services provider.

Build customers confidence through quality and reliable services.

Provide bandwidth on demand.

Contribute towards:

o National plan target of 10 crore subscriber base for the country by 2010

o Broadband customers base of 20 million in the country by 2010

o Telephone in all villages.

.

THE BSNL SERVICES

BSNL LANDLINE

PHONE PLUS SERVICE

NEW TELEPHONE CONNECTION

PERMANENT CONNECTION CONCESSION IN RENTALS

24 | P a g e


25/101

SHIFT OF TELEPHONE

TRANSFER OF TELEPHONE

TELEPHONE TARIFF BSNL MOBILE

POSTPAID PREPAID UNIFIED MESSAGING

GPRS/WAP/MMS

DEMOs TARIFF SMS & BULK SMS

BSNL WLL

INTERNET SERVICES NETWORK

BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF

DIAL UP INTERNET

SMS& BULK SMS

BSNL BROADBAND

REGISTER ONLINE TARIFF FAQ CHECK USAGE

BSNL MPLS-VPN

ISDN ISDN TARIFF

LEASED LINE LEASED LINE TARIFF

INTELLIGENT NETWORK

FREE PHONE SERVICE

PREMIUM RATE SERVICE INDIA TELEPHONE CARD

25 | P a g e


26/101

VIRTUAL PRIVATE NETWORK(VPN)

VOICE VPN UNIVERSAL NUMBER

UNIVERSAL PERSONAL NUMBER TELE VOTING

VIDEO CONFERENCING OVERVIEW TARIFF FAQ

AUDIO CONFERENCING

OVERVIEW

TARIFF FAQ

I NET OVERVIEW SERVICES ON I NET

USING ON I NET

I NET CONNECTIONS TARIFF

TELEX/ TELEGRAPH

TELEX/ TELEGRAPH TARIFF

EPABX EPABX

FREE EPABX TARIFF

CENTREX CENTREX TARIFF HVNET RABMN INMARSAT KU-BAND

TRANSPONDER

26 | P a g e


27/101

3G SERVICES

POSTPAID

PREPAID

TARIFF

3G DATA

DATA COMMUNICATION

RABMN

INMARSAT

HELP DESK

DSPT SERVICE

GLOBAL CONFERENCING

HELP DESK

ABOUT BSNL

27 | P a g e
http://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/3g.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/dspt.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/3G/3G_files/postpaid.htmhttp://www.bsnl.co.in/service/3G/3G_files/prepaid.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htmhttp://www.bsnl.co.in/service/3G/3G_files/3g.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/rabmn.htmhttp://www.bsnl.co.in/service/inmarsat.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/dspt.htmhttp://www.bsnl.co.in/service/global_services/global_services_homepage.htmhttp://www.bsnl.co.in/service/helpdesk.htmhttp://www.bsnl.co.in/service/3G/3GHomepage.htm


28/101

BSNL sonipat is a district part of haryana telecom

circles which serves the state of sonipat with the coverage

area of 46552 sq.km .

FOLLOWING ARE THE MAIN PRODUCT AND SERVICE OF THE

BSNL SONIPAT .

1: Data one:- This is attracting the customers of all the

districts under SONIPAT . All the main and subdivisiniol

towers are connected in the network.

2:ISDN:- ISDN is available across the area

Following services are offered by ISDN lines

(a). ISDN dialup internet access.

(b). Backup to leased lines.

(c). Video conferencing.

(d). High speed data transfer.

3:India Telephone Card:-It is a prepaid card service

accessible from all BSNL land lines wireless in local loop(WLL) and cellular connections .ITCs of various types are

available at franchises , sub franchises , stores throughout

the service area.

4:Televoting service:- It is post paid in service serviceaccessible from BSNL land line phones . This service is

28 | P a g e


29/101

lucrative for companies conducting option based voting

across any geographic boundary giving maximum coverage.

5:Free phone service:- It is a post paid in service accessible

from all BSNL land line phones . This service suits the

requirement of companies for allowing tool free enquiry by

the intruded customers.

6:VAN service:- It is a post paid in service accessible from all

BNL land lines. This service suits the requirements of

professionals like doctors, consultants , service executives .

This enables them to get all their all calls by suitable

programming in their service profile by attiring their phone

numbers.

7:VPN service:- It suits the corporate houses to reach their

personals by dialling the VPN numbers instead of individual

landline or mobile number.

8:Landline service:- Through managed leased line network

(MLLN) system across the wide covering all district head

quarters , important towers and below that on the OFD

network. Availability of service platform like MPLS-VPL bring

the growth of IT and IT based industries .

29 | P a g e


30/101

FIGURE- 1.1

30 | P a g e


31/101

31 | P a g e


32/101

Here is an overview of the World Classservices offered by the BSNL

The Plain old, Countrywide telephone Service through

32,000 electronic exchanges. Digitalized Public Switched TelephoneNetwork (PSTN) with a host of Phone Plus value additions.

BSNL launched Data One broadband service in January 2005 which shall be

extended to 198 cities very shortly. The service is being provided on existing

copper infrastructure on ADSL2 technology. The minimum speed offered to

the customer is 256 Kbps at Rs.250/- per month only. Subsequently, other

services such as VPN, Multicasting, Video

Conferencing, Video-on-Demand, Broadcast application etc will be added.

Keeping the global network of Networks networked, the countrywide

Internet Services of BSNL under the brand name BSNL BROADBAND

32 | P a g e


33/101

includes Internet dial up/ Leased line access, CLI based access (no account

is required) and DIAS service, for web

browsing and E-mail applications. You can use your dialup sancharnet

account from any place in India using the same access no 172233, the

facility which no other ISP has. BSNL has customer base of more than 1.7

million for sancharnet service. BSNL also offers Web hosting and co-

location services at very cheap rates.

ISDNIntegrated 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 NetworkIntelligent Network Service (In Service)

offers value-added services, such as:

Free phone service [FPH]

India Telephone card [Prepaid Card]

Account Card Calling [ACC] Virtual Private Network [VPN]

Tele-Voting

Premium Rae Service [PRM]

Universal Access Number [UAN] and more

33 | P a g e


34/101

Inet Indias x.25 based packet Switched Public Data Network

is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28

Dial up (PSTN)Connection and frame relay services.

Leased LineBSNL provides leased lines for voice and data

communication for various applications on point to point basis. It offers

a choice of high, medium and low speed leased data circuits as well as

dial-up lines. Bandwidth is available on demand in most cities.

Managed Leased Line Network (MLLN) offers flexibility of providing

circuits with speeds of nx64 kbps up to 2mbps, useful for Internet

leased lines and International Principle Leased Circuits (IPLCs).Cellular Mobile ServiceBSNLs GSM cellular mobile service

Cellone has acustomer 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

34 | P a g e


35/101

and train routes. Celloneoffers all India Roaming facility to both pre-

paid and post-paid customers (including

Mumbai & Delhi).

WLL This is a communication system that connects

customers to the Public Switched Telephone Network (PSTN) using

radio frequency signals as a substitute for conventional wires for all or

part of the connection between the subscribers and the telephone

exchange.

Countrywide WLL is being offered in areas that are non-feasible for

the normal network.

Helping relieve congestion of connections in the normal cable/wirebased network in urban areas.

Connecting the remote and scattered rural areas.

Limited mobility without any air-time charge

News:-

GSM Hardware Tender:-

BSNL has trimmed down its 60 million GSM tender by 50% , where as main

bidder Ericsson has picked up its share of Order ,the second bidder NSN has

not accepted order so far.

BSNL BrandsIn year, 2010, BSNL changed the name of all its existing services to

streamline its Brand Portfolio

SERVICE TYPE OLD NAME NEW NAME

Landline [Wired]

phones

Bfone BSNL Landline

CDMA Wireless

landlines/mobiles

Tarang BSNL WLL

GSM Postpaid Mobiles Cell One BSNL mobile Postpaid

Dial Up Internet Sancharnet BSNL internet

Broadband Internet Dataone BSNL Broadband

35 | P a g e


36/101

BSNL offers free insurance coverage for customers :-In the

first move of its kind in the Telecom sector in India , BSNL

offers free Insurance coverage for its subscribers in case of

Accidental Death

Permanent total disability due to accident

The Insurance coverage scheme will be applicable for its subscribers oflandline including WLL & post-paid cellular services. The customers will be

covered by Bajaj Allianz insurance co. Ltd.

The capital sum insured per connection is Rs. 50,000

The period of insurance will be initially for 1 year from 14 January 2008.

TELEPHONE

BSNL Landlines

Total number of

connections

WLL

Total number of

connections

Village Public

Telephones

Total Number of

connections

as on 31/5/2009

as on 31/5/2009

as on 31/5/2009

as on 31/5/2009

3,31,49,457

35,99,544

5,53,484

20,82,824

36 | P a g e


37/101

Public Telephone

[Local, STD&

Highway]

Total number of

connection

STD Stations

Number of STD stations

as on 31/5/2009 32,011

Transmission Systems as on 31/3/2009

Transmission systems

DIGITAL

Route (Kms) Route(Kms)Microwave

Coaxial

UHF

Optical Fiber

5340

6,024

45,130

5,37,727

Satellite based Services

MCPC-VSATS 95

IDR Systems (2 Mb/8Mb) 98/23

Mobile Services

37 | P a g e


38/101

Total number of connections2,84,23 ,283District Headquarters Covered608

Total Number of villages Covered19,81,418National Highway covered (Km)51,366State Highway Covered (Km)55,300Railway route Covered (Km)28,658

Some of the B.S.N.L Broadband advertisement:

38 | P a g e


39/101

Fig: 1 (Source: B.S.N.L official site)

39 | P a g e


40/101

Fig: 2 (Source: B.S.N.L official site)

40 | P a g e


41/101

use of boll wood stars by B.S.N.L

BSNL Broadband Tariff (Max. Contention Ratio is

41 | P a g e


42/101

1:25)

Post Paid Broadband Tariff

Promotional Schemes and Offers

Extension of Promotional scheme allowing 15 days Unlimited Free

Download to the

New customers Registering up to 15.04.2010. Promotional scheme to offer double Bandwidth Speed

Special Relief Scheme SAMADHAAN (Now Extended up to 30th

June 2010)

INITIAL AND OTHER CHARGES

LIMITED USAGE PLANS ( Both for Home & Business Users )

BB Standalone

Plans

BB COMBO Plans BB HIGH SPEED

Plans

UNLIMITED USAGE PLANS

BB Plans

for Home

Users only

Standalone BB Plans for both

Home & Business Users

Combo

BB Plans for

both Home &

Business Users

Limited /Unlimited BB Plans for Common Service Centres (CSC's)

Rural USOF BB Plans (Limited /Unlimited) for Rural Home & All

Rural OLD BB PLANS FOR WHICH NO FRESH REGISTRATION

W.E.F. 01.04.2010 Temporary Broadband Connection

Special BB Plan for Educational Institutes in Rural areas

Note: The elaboration for the following abbreviations used in this circular is

as follows:

42 | P a g e
http://www.bsnl.co.in/service/bbtariff/initial.htmhttp://www.bsnl.co.in/service/new_BB/BB_COMBO_lim.htmhttp://www.bsnl.co.in/service/new_BB/BB_COMBO_lim.htmhttp://www.bsnl.co.in/service/bbtariff/initial.htmhttp://www.bsnl.co.in/service/new_BB/BB_COMBO_lim.htm


43/101

G/Home/CSC; FN; Rural ; USOF; Super; Speed; Combo; UL/ULF; FMC;

E/P/CS

G/ Home/ CSC refers to the applicability of the plans to the user segment. G-

> General

FN in case night unlimited (02:00 hrs to 08:00 Hrs) is free

Rural in case the plan is rural plan

USOF in case the plan is USOF Plan

Super refers to high speed 16/24 Mbps Plan

Speed Refers to 8/16/24 Mbps Plan

Combo in case the plan is a combo plan inclusive of landline rentalUL Unlimited

ULF Unlimited usage with fair usage (except rural USOF and

CSC plans)

FMC represents the fixed monthly charges

E/P/CS represents whether the plan is a special plan for enterprise,

promotional plan or Circle specific plan

&

Terms and conditions :

Security deposit and installation charges for Landline telephone shall

be taken from new customers as applicable for Local/STD/ISD.

No security deposit for BroadBand Connections up to Plan 500 and for

CICs on bulk connections (>25) subject to an undertaking by CIC.

Security Deposit & Fixed Monthly Charges for the Modem will be as

per the existing instructions.

Minimum Hire period for all Broadband plans will be one month. In

case of surrender of Broadband Connection after one month, the

charges shall be recovered on pro-rata basis.

In case of premature surrender of Broadband Annual plan option, the

43 | P a g e


44/101

charges shall be adjusted on pro-rata basis taking the disconnected

FMC rate. In addition one month full FMC shall be levied as early

termination charges hence forth.

In case a subscriber joins/ leaves in the middle of a month, the fixed monthly

charges for unlimited Broadband Plans shall be calculated on proportionate

basis that is actual number of days of connection working subject to

the commitment of minimum period of hire.

The customer will have choice to select the modem type of his choice

but subject to availability.

For the customers, who have either procured the modem or have taken

the modem under the committed period plan, the modem charges shall

not be applicable.

For the broadband plans, where free modem is offered to the customer,

will be subject to that the customer commits for a period of 12 months

and pays the necessary charges in advance. In this case, the modem

shall be the property of the customer and will not be required to return

in case of surrender.

Home plan can be taken on Bfones in name of Government/company

but actually working at residences of their employees. An undertaking

shall have to be given by the customer in this regard.

44 | P a g e


45/101

Subscribers having telephones in the name of Company, firms, shops,

educational institutes or any other commercial entity can take only

Business Plan. They are not eligible for Home Unlimited Plans.

The tariffs of all the Broadband plans mentioned above are in addition

to the normal Monthly charges/ usage charges of the Bfone except

combo plans.

20% discount on Broadband services (usage and Rental) to

Government Employees (Central Government/ State Government/

PSUs) and to Visually Impaired customers of both existing / new

connection.

The rebate in Fixed Monthly charges will be granted on proportionate

basis if the Broadband services remain interrupted /faulty for

continuous more than 3 days.

For all the plans, Dynamic IP addresses only will be given. In case,

where the provision of static IP address has been made, one additional

static IP address can also be offered @ Rs. 1500/- per annum. For Broadband plans where bandwidth is 1Mbps or more, the

uplinking will be maximum up to 768 kbps.

Billing for the service will be included in the normal B-fone (Land-line

Phone) bill. The billing cycle shall be same as B-fone billing cycle.

Monthly rental will be collected in advance and usages charges will be

in arrears. The tariffs mentioned above are exclusive of service tax.

All others terms and conditions will remain same as issued earlier from

time to time.

45 | P a g e


46/101

46 | P a g e


47/101

47 | P a g e


48/101

Pre Paid Broadband Tariff:

48 | P a g e


49/101

Initial charges at the time of application:

Particulars Amount of Rs.

Installation

Charges

Rs. 250/-*

Modern

charges for

outright

purchase

Type-B1/B2 Rs. 1000/-**

Type-W2 Rs. 1000/-**

* Service Tax extra, ** Sales Tax and other Govt. levies extra

Note: The Customer desirous of taking Prepaid BB service of BSNL has

necessarily to be Landline customer of BSNL.

Installation charges and Modem charges shall be collected in advance

through Demand Note through the local commercial system at the time of

application for Prepaid BB connection.

In case of customer having his/her own modem, only Installation chargesshall be collected in advance through Demand Note through the local

commercial system at the time of application for Prepaid BB connections.

Creation of Prepaid broad account:

The creation of Prepaid BB account will be free of any charges and the

account will be created with complementary balance of 50 MB in any Plan

and with validity of 15 days from the date of creation.

Plan vouchers available to the customers:

To continue the Prepaid Broadband account after its creation, the customer

has to recharge his account by any of the following Limitedplan vouchers as

per his/her choice.

Limited download/upload plan vouchers ( up to 2 Mbps ):

Sl Vouc M Servi Administr Usage Rate Valid Grace Grace

49 | P a g e


50/101

N

o.

her

Type

RP

(Rs

)

ce

Tax

10.30

%

ative

Charges(

Rs)

Amount

(Rs)

Per

MB(In

Rs)

ity

(Day

s)

period

(in

days)*

GP-I

period

(in

days)**

GP-II1 BB

RL 50

50 4.67 15 30.33

0.06

7 15 75

2 BB

RL

100

100 9.34 20 70.66 15 15 75

3 BB

RL

250

250 23.35 25 201.65 30 15 75

4 BB

RL

500

500 46.69 50 403.31 45 15 75

5 BB

RL

750

750 70.04 0 679.96

0.40

60 15 75

6 BB

RL

1200

120

0

112.0

6

0 1087.94 75 15 75

7 BBRL

1600

1600

149.41

0 1450.59 90 15 75

8 BB

RL

2000

200

0

186.7

6

0 1813.24 120 15 75

9 BB

RL

5000

500

0

466.9

1

0 4533.09 0.30 210 15 75

Source: B.S.N.L Franchises office (SONIPAT)

For limited Plans, balance usage value if any available will be carried

forward, in case of recharge within the Grace Period *GP-I (i.e. 15 days).

Beyond 15 days (*GP-I), balance usage value if any available will not be

carried forward, but the customer can recharge his account up to another 75

days (**GP-II). After expiry of the additional grace period of 75 days

(**GP-II), the account of the customer shall be deleted from the system.

50 | P a g e


51/101

Validity vouchers of limited plans:

Sl. No. Voucher

Type

MRP

including

service tax

@ 10.30%

(in Rs)

Usage

Amount

Service

Tax @

10.30%

Validity in

days (for

accounts)

1 BB Validity

100

100 NIL 9.34 30

2 BB Validity

150

150 NIL 14.00 45

3 BB Validity250

250 NIL 23.35 60


Top Up vouchers for limited plans:

Sl. No. Voucher Type MRP

including

service tax @

10.30%(in Rs)

Service Tax

@ 10.30%

Usage

Amount

1 BB Top Up

100

100 9.34 90.66

2 BB Top Up

200

200 18.68 181.32

3 BB Top Up

500

500 46.69 453.31

Source: B.S.N.L Franchises office (SONIPAT:

Particulars Home Business

HO WI

1000

HO WI

1800

BU WI

4400

BU WI

8000

BU WI

12000

BU WI

20000

Bandwidth 256 Kbps 512 Kbps 256 Kbps 512 Kbps 1024

Kbps

2048

Kbps

Single/ Multi

user

SU SU MU MU MU MU

51 | P a g e


52/101

(SU/MU)

One time

Installation

Charges

(Rs.)*

750 750 750 750 750

750

Fixed

Monthly

Charges*

(Rs.)

1000 1800 4400 8000 12000 20000

Discounted

Annual

Payment

Option (Rs.)*

10000 18000 44000 80000 120000 200000

Free Email

IDs/ Space

(Per email

ID)

2/5 MB 2/5 MB 2/5 MB 2/5 MB 4/5 MB 4/5 MB

Dl/UL limit

per month

Unlimited

Security

Deposit

One months Fixed Monthly Charges


1. Initial SIM & Activation Charges for both Voice and Data plans under 3G post-

paid and prepaid service:

Sl. Particulars Tariff

1 SIM & Activation

2 Starter pack with SIM in Rs. (Incl. of S. Tax ) 59

3 Service Tax @ 10.30% in Rs. 5.51

4 Usage Value with SIM in Rs. 0

5 Validity in days 7

6 Migration charges from 2G to 3G and vice versa in Rs. Nil

7 New USIM price in case of Migration from 2G to 3G in Rs. 59

52 | P a g e
http://iphoneindia.gyanin.com/wp-content/uploads/2009/02/bsnl-3g.jpg


53/101

Note:-

2. General Terms and conditions:-

In case of migration from 2G to 3G, the customer may continue with the existing 2G

SIM without any charge or may opt for a new 3G USIM with higher memory for Rs.59.

In case of migration from 2G prepaid to 3G prepaid, the unutilized account balancevalidity in 2G will be carried forward to 3G.

Replacement of defective SIM/USIM will be free of cost to be made at CSC only, if thereplacement of SIM/USIM is due to technical reason beyond the control of customer.However, if the replacement of SIM/USIM is due to customer negligence Rs.59 (Incl. ofS.Tax) will be levied. In case customer wants new USIM, replacing the existing 2G SIM,the customer will also have to pay Rs.59.

Promotional 3G Offers

Customers purchasing 3G Data card from BSNL and activating the same will get freedata usage of 6 GB per month as 1GB day/any time and 5GB night usage for two monthsfrom the date of activation as a promotional offer until further order. However, for gettingvalidity the customer has to recharge with data recharge voucher or fixed monthlycharges in case of postpaid connection. The free usage of 6 GB will be added to the freeusage available with the data plan. No other freebies may be allowed for the above datacards.

Incoming video call facility allowed to 2G customers with 3G enabled handsets willcontinue to be allowed until further order.

30 paise promotional voice tariff

1.1 3G prepaid general 120 plan and promotional 3G plan:

Sl. No. Particulars 3G prepaid general 120 Plan

1First Recharge Coupon in Rs. (Incl. of

S.Tax) 120.00

2 Validity of FRC in days 180

3 Free Usage with FRC in Rs.# 20

i. Free Voice call minutes NA

ii. Free Local/National Video calls (On net) inMin NA

iii. Free SMS in Nos. NA

iv. Free Data usage in MB ** NA

53 | P a g e


54/101

4 Pulse (Sec) 60

5 Call Charges in Rs./Min

A Voice Call

i. Local- On-net 0.50

ii. Local- Off-net 0.70

iii.Reduced call charges to any two BSNLnumbers 0.20

iv. STD On-net 0.50

v. STD Off-net 0.70

vi.Reduced call charges to any one BSNLnumber 0.30

B Video Call

i. Local Video calls 0.70

ii. STD Video calls 1.00

6 P2P SMS (Rs./SMS)

i. Local 0.30

ii. National 0.50

iii. International 3.00

7 Data Rate (Rs/10KB) 0.01

8 National Roaming

i. Voice - Local Outgoing (Rs/Min) 0.70

ii. Voice STD Outgoing (Rs/Min) 0.70

iii. Voice Call Incoming (Rs/Min) 0.50

iv. Video Call - Local Outgoing (Rs/Min) 1.00

v. Video Call - STD Outgoing (Rs/Min) 1.00

vi. Video call Incoming (Rs/Min) 0.70

vii. Local/National SMS- (Rs./SMS) 0.50

viii. International SMS 3.00

ix. Data Charges (Rs. /10KB) 0.01

9 Value Added Services As per content providers tariff

10 For extension of validity 3G RCVs

11 All other charges, terms and conditions As per 2G prepaid General plan

Promotional offer for 90 days: The following freebies are to be offered on activation of3G prepaid SIM through FRC.

i) 100 Min video call and 200 MB data free to be used within 30 days from the date ofactivation.

ii) 1000 Local and 1000 national SMS free.

54 | P a g e


55/101

Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan and vice-versa is free . The unutilized account balance and validity of the existing plan will becarried forward to the migrated plan.

3G Promotional Plan STV for existing prepaid customers:

Sl.No. Particulars 3G Promotional plan STV

1 MRP of STV (Incl. ofS.Tax)

Rs.99

2 Usage Value Rs.20

3 Tariff Validity in days 180 days

4 Free Local/National videocall

NIL

5 Free Data Usage NIL

6 All other terms andconditions

As per 3G promotional plan 120mentioned above at 1.1

The above STV will be available with effect from 11.02.2010 to 31.03.2010.

Note:

(a) For 3G customers enrolled upto 06.02.2010 the promotional tariff will be allowedupto 05.02.2011.(except south zone)(b) For customers enrolled from 07.02.2010 up to 31.03.2010, the promotional tariff willbe applicable for 180 days i.e. upto 26.09.2010. (except south zone)(c) The customers enrolled in pre revised and revised 3G promotional tariff i.e. tariff

validity 365 days and 180 days will be migrated en-mass after completion of tariffvalidity period from the date of close of promotional period. (for south zone only)

1.2 Recharge Voucher

MRP inRs.

S. Tax @10.30% in Rs.

Card Valuein Rs.

Validity indays

UsageValue inRs.

Processing Fee(Bonus UV) in Rs.

55 5.14 49.86 15 35 14.86

110 10.27 99.73 30 75 24.73

220 20.54 199.46 60 160 39.46330 30.82 299.18 90 250 49.18

550 51.36 498.64 180 400 98.64

1100 102.72 997.28 365 1000 -2.72

3300 308.16 2991.84 365 3300 -308.16

55 | P a g e


56/101

56 | P a g e


57/101

57 | P a g e


58/101

BSNL launched their 3G service in India. 3G is next generation mobile

communication system where in which it enhances the multimedia

experience and high speed mobile broadband. It also provides the ability to

view high quality video on your mobile. You can watch your TV program,

download favorite videos, mp3 and also support video messaging. With 3G

you can download at a speed of 384 KBPS. currently 3G is provided by

BSNL and MTNL only. B.S.N.L had setup 3G experience centers where we

can see the live demo and experience the power of 3G.

BSNL CMD Kuldip Goyal said 3G services customers would have three

monthly subscription options of Rs 350, Rs 650 and Rs 1,350. Apart from

this, customers would State-owned Bharat Sanchar Nigam Ltd (BSNL)

launched next generation 3G mobile services in India. But private operators

like Airtel and Vodafone are still waiting to get spectrum through auctionprocess. Since BSNL and MTNL are state-owned, they have the privilege

over others. As we all know, politics is sick around the globe and seems to

be worst in India also get the 3G services through a bundle offer.

BSNL is going to offer the following services with 3G:

Video calling

Video conferencing

Rich Multimedia experience

Video on demand

Internet speeds upto 2mbps

Faster video streaming

Mobile Gaming

58 | P a g e


59/101

The Marketing Strategies of B.S.N.L:

State-run BSNL is looking for tie-ups with big retail chains in the country to

sell its products and services under an aggressive marketing strategy.

The company is inviting proposals from interested retail chains directly or

through consortium to sell BSNLs services from their outlets.

A senior official of the PUS said that the initial agreements will be entered

into with the successful retail chain or with the lead partner of a consortium

for two years, which can be extended further as per performance. BSNL has

operations across India except Delhi and Mumbai.

The retail chains will get upfront payment for basic commission and

discounts ranging from Rs 150 to Rs 1,500. The chains need to have a

minimum 50 outlets and pan-Indian operations with annual turnover of

minimum Rs 50 crore for the past two years.The outlets will sell SIMs, instruments and other telecom products and will

have to verify customer identity as per the government norms.

All blank Customer application forms supplied by BSNL will have to be

collected by the retail company after being filled by customers along with

requisite payment and identity proofs and verified by authorised signatory.

The authorised signatory shall be responsible for verifying customers'identity proofs along with CAFs. Retail chains will also need to maintain

list of transactions, waiting lists, which will be converted to exchange wait

list and merged on daily basis. BSNL, wholly-owned by the government,

has been trying to sell its products and services aggressively to the

customers with a strong marketing focus.

59 | P a g e


60/101

People do spend time in malls, therefore, it will be easier for them to access

the products and services and get their queries answered rather than visiting

Sanchar Hats to buy the products, said an analyst.

Our visions begin with our desires.

- Audre Lorde

We all have some visions of ourselves and our future, and that vision creates

consequences. More than any other factor, vision affects the choices we

make and the way we spend our time. Visions drive consequences.Principles drive results. Key is to base vision on principles.

- Stephen R Covey.

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

vision / motivation is to base vision on What Legacy we want to leave.

and to achieve it we must take a principle centered path. History is full of

examples that many organizations have vanished grown and vanished

overnight as their path to achieve vision was not based on principled way.

Vision of the organization can only be translated into reality, if it is shared

by one and all. The best way to implement is to involve them in

formulation. But even if it is conceived by higher management then it has

to be explained to each and every individual of the organization, otherwise it

may remain as a showpiece. Marketing vision of the BSNL has to be based

on overall mission and vision of the organization. The mission of BSNL is

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

affordable price, to provide world class telecom infrastructure to develop

country's economy.

60 | P a g e


61/101

And the vision of BSNL is to become the largest telecom Service Provider in

Southeast Asia. In dynamic environment anything permanent is change. So

we must revise and review so that focus is never lost.

Strong lives are motivated by dynamic purposes. -

Kenneth Hildebrand.

Marketing Objective.The ultimate objective of any marketing activity is to satisfy the customers

and today even a step ahead i.e. delighting the customers, for which

customers are offered something beyond their expectations from the service

or the product.The objective being to acquire and retain the customers, who should

continually feel that they are getting more value of the money, they are

departing with.

Marketing is the establishment, development, maintenance and optimization

of long-term mutually valuable relationships between consumers and

organisation.

Successful Marketing of B.S.N.L focuses on understanding the needs and

desires of the customers and achieving them by placing these needs at the

heart of business by integrating them with the organisation strategy, people,

technology and business processes. At its most basic, Marketing involves

customers, organisations and relationships and the combination creates the

need for the management.

B.S.N.L marketing is about creating a competitive advantage by being the

best at understanding, communicating, and delivering and developing

existing customer relationships in addition to creating and keeping new

customers. The concept of the product life cycle is giving way to customer

life cycle, focusing on developing products that anticipate the future needs of

existing customers and creating services that extend the existing customer

relationship beyond there transaction like the new 3G.

61 | P a g e


62/101

The customer life cycle will focus on lengthening the life span of the

customer with the organisation rather than the endurance of a particular

product. Customers have changing needs as their life styles alter the

development and provision of products and services that continuously seek

to satisfy those needs is good Marketing. The Marketing focuses greater

attention on how to deliver customer satisfaction and organisation will begin

to structure itself around customer segments and not

product lines. B.S.N.L marketing Strategy will take the business vision and

apply it to the customer base.

The marketing process of B.S.N.L is broad and includes all of the following:

Discovering what product, service or idea customers want.

Producing a product with the appropriate features and quality.

Pricing the product correctly.

Promoting the product; spreading the word about why customers

should buy it.

Selling and delivering the product into the hands of the customer

The Main competitors of B.S.N.L:

62 | P a g e


63/101

During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009)

BSNL has added 8.1 million new customers in various telephone services

taking its customer base to 75.9 million. BSNL's nearest competitor Bharti

Airtel is standing at a customer base of 62.3 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 2009-2010 as users flee

Presently there is an intense competition in Indian Telecom sector and

various Telcos are rolling out attractive schemes and are providing good

customer services.

Access Deficit Charges (ADC, a levy being paid by the private operators to

BSNL for provide service in non-lucrative areas especially rural areas) has

been slashed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC

may hit the bottom lines of BSNL.BSNL launched 3G services in 12 cities of country in 2nd march 2009.

MTNL which operates in Mumbai and Delhi first launched 3G services in

these cities

63 | P a g e


64/101

Source: www.google.com

Description: Landlines, BSNLs main business, is a shrinking market. On

top of that, it is losing share to rivals and is making huge losses:

64 | P a g e


65/101

Major problems of B.S.N.L:

During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009)BSNL has added 8.1 million new customers in various telephone services

taking its customer base to 75.9 million. BSNL's nearest competitor

BhartiAirtel is standing at a customer base of 62.3 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 2009-2010 as users flee.

Presently there is an intense competition in Indian Telecom sector and

various Telcom are rolling out attractive schemes and are providing good

customer services.

Access Deficit Charges (ADC, a levy being paid by the private operators to

BSNL for provide service in non-lucrative areas especially rural areas) has

been slashed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC

may hit the bottom lines of BSNL.

BSNL launched 3G services in 12 cities of country in 2nd march

2009.MTNL which operates in Mumbai and Delhi first launched 3G services

in these cities.

BSNL rarely has the equipment to expand its services when it needs it the

most, says Seth. There was always a lot of pressure and interference in

the procurement of equipment. That hasnt changed. What has changed is

that the mess in procurement is pulling BSNL down like never before. In

the last three years, BSNL has grown slower than the industry average in the

mobile segment and has lost market share

65 | P a g e


66/101

The employees of BSNL: These 1,500 people are non-committal to the

growth of BSNL. They are talented, but they lack the will to work to their

capabilities, says VAN Namboodiri, General Secretary, BSNL Employees

Union. This is impacting the companys growth.

At the time of corporatisation, many non-executive employees (linesmen,

exchange employees) were promoted to do administrative work. They were

not engineers, but they had functional knowledge. The young engineers

joining today have to work under them, despite being more qualified. They

feel that BSNL is suffering because of such non-executive people occupying

executive posts.

BSNLs approach to infrastructure sharing: Both in landline and mobile,

as an example of narrow thinking. BSNL was the first operator to have a

pan-India coverage. When private players were expanding, it refused to rent

its unused infrastructure to them. So, they had no choice but to build their

own infrastructure. Says Uppal: Had it shared infrastructure, it would haveearned immediate revenues and derived a long-term competitive advantage

by making its rivals dependent on it, instead of speeding up their

infrastructure. Its only now that it has started sharing its mobile towers.

BSNLs faulty marketing policies: BSNLs marketing policies were

centred around the belief that customers will come to it. In mobile services,

it wasnt doing any push marketing; it didnt even leverage its pan-Indiacoverage to good effect. In landline, it wasnt doing any marketing at all.

Customers had to go to its exchange to apply for a connection.

Customers in non-metro areas went as they trusted BSNL as a brand and

didnt have many choices besides it, but it didnt cut much water in the

metros. BSNL didnt even have a customer service call centre till last year.

Awareness of its plans is very low. In the recent pay per second

66 | P a g e


67/101

recalibration, it was the last company to make the shift. And unlike others,

there was no ad blitz informing consumers of the change.

Customer shift of B.S.N.L: Its landlines, once its mainstay, have been

falling consistently, from 35 million subscribers in June 2006 to 29 million

subscribers in June 2009. Some of these losses are because of the shrinking

of landline demand, but most of it is due to consumers shifting to private

players.

Likewise, in mobiles. Extrapolating from historical trends and current

market conditions, Research And Markets, a consultancy, paints a grim

picture for BSNL. It has forecast that BSNLs market share in the mobile

segment will decline from 12.7% in June 2009 to 7.3% by 2013. Given the

2013 projected subscriber base of 876 million, that is 70 million subscribers

for BSNL an addition of just 16 million subscribers from current levels. By

comparison, Bharti and Vodafone are expected to add 137 million and 74

million subscribers, respectively, during the same period.

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

67 | P a g e


68/101

47.3 million line basic telephone capacity, 4 million WLL capacity,

20.1 Million GSM Capacity, 287 Satellite Stations, 7330

cities/towns and 5.5 Lakh villages

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

(US $ 8 billion) with net profit to the tune of Rs.99,390 million

(US $ 2.26 billion) for last financial year .

Indias fourth largest telecom company as on March 2010.

BSNL is a company whose cash reserves, at Rs 38,000 crore,

equals the turnover of Indias 12th largest listed company.

BSNL is a company that has so much telecom infrastructure and

real estate that it is valued, by some estimates, at Rs 4,00,000

crore.

If BSNL were to list today, it would be Indias most valued

company, with a 25% lead on number two.

BSNL is a company that has a larger telecom network than any

other player in the sector.

BSNL is a company that operates in a business that will always be

fundamental to the lives of people.

Share market position of B.S.N.L:

In the last three years, BSNL has been a laggard in the mobile business in

every which way. In this high-growth business, it has grown the slowest in

68 | P a g e


69/101

the last two years. Its co-leaders have broken away, even as new players are

closing in on it.

Subscriber Growth Market Share

Figures in million Year-on-year growth in % Figures in %Source: Annual report , Trai

Source: Annual report , Trai

69 | P a g e


70/101

National and international image of B.S.N.L:

70 | P a g e


71/101

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest

Telecommunications Company providing comprehensive range of telecom

services in India. Such as Wire line, CDMA mobile, GSM Mobile, Internet,

Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services

etc. Within a span of five years it has become one of the largest public

sector unit in India. BSNL has installed Quality Telecom Network in the

country and now focusing on improving it, expanding the network,

introducing new telecom services with ICT applications in villages and

wining customer's confidence. Today, it has about 47.3 million line basic

telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,

more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,

480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting

602 Districts, 7330 cities/towns and 5.5 Lakhs villages. BSNL is the only

service provider, making focused efforts and planned initiatives to bridge the

Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator

in the country to beat its reach with its wide network giving services in everynook & corner of country and operates across India except Delhi & Mumbai.

Whether it is inaccessible areas of Siachen glacier and North-eastern region

of the country. BSNL serves its customers with its wide bouquet of telecom

services. BSNL is numerous operator of India in all services in its license

area. The company offers wide ranging & most transparent tariff schemes

designed to suite every customer. BSNL cellular service, Cellone, has morethan 17.8 million cellular customers, garnering 24 percent of all mobile users

as its subscribers. That means that almost every fourth mobile user in the

country has a BSNL connection. In basic services, BSNL is miles ahead of

its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of

the subscriber base and 92 percent share in revenue terms. BSNL has more

than 2.5 million WLL subscribers and 2.5 million Internet Customers who

access Internet through various modes viz. Dial-up, Leased Line, DIAS,

71 | P a g e


72/101

Account Less Internet(CLI). BSNL has been adjudged as the number one

ISP in the country. BSNL has set up a world class multi-gigabit, multi-

protocol convergent IP infrastructure that provides convergent services like

voice, data and video through the same Backbone and Broadband Access

Network. At present there are 0.6 million DataOne broadband customers.

The company has vast experience in Planning, Installation, network

integration and Maintenance of Switching & Transmission Networks and

also has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than

Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390

million (US $ 2.26 billion) for last financial year. The infrastructure asset on

telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 millions lines to

125 million lines by December 2007 and infrastructure investment plan to

the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The

turnover, nationwide coverage, reach, comprehensive range of telecomservices and the desire to excel has made BSNL the No. 1 Telecom

Company of India.

Future prospects of B.S.N.L:

BSNL is undergoing a transformation,. BSNL has planed four broad

changes, to be implemented over the next two years.

72 | P a g e


73/101

Rather than split the organisation according to divisions (finance,

marketing, and so on), split it according to verticals (fixed, mobile,

enterprise and new businesses).

morph from a network-technologies company to a sales-oriented

company.

Build the BSNL brand.

Use IT to streamline business processes.

Despite the distressing numbers, in the evolving environment, landline might

still have a business. The boundary between fixed and mobile is converging

very fast. When it comes to delivering data, entertainment and voice on the

same network, fixed lines score over wireless. Applications like mobile TV

have had limited appeal among users and operators because of it spectrum-

hogging properties.

For a player like BSNL, which has copper and fibre already in place across

the country for voice, broadband and other services like IPTV (TV via

landline) can ride pillion. No other Indian telecom player even comes close

on a national scale. Their coverage is mostly select. Bharti, for instance,

offers it in 95 cities that have the highest revenue potential as identified by

it. Tata and Reliance do the last mile mostly on wireless.

But reaching everywhere is not enough. BSNL still has to create a market

there, and a profitable one at that, for broadband and IPTV. Traditionally,

creating markets has never been BSNLs strength. But if it can crack the

marketing, and leverage its existing network, its landline liability can

become an asset again.

Conclusion:

73 | P a g e


74/101

BSNL being a public sector, in order to thrive and excel, have to understand

about the Customers expectations.

They also have to understand about their competitors and their nuances in

understanding their Customers.

Since Communication industry is a very competitive one it is high time for

BSNL to understand about their Customers in Landline as well as Mobile

services.

Hence, from this report it is clear that BSNL can be the best service provider

in Asia. BSNL provides world class State-of-art technology telecom services

to its customers on demand at competitive prices world class telecom

infrastructure in its area of operation and to contribute to the growth of the

country's economy.

About the project

74 | P a g e


75/101

Study has been conducted only in few areas of sonipat For fewquestions researcher was not able to get proper response which are asfollows :-

Time was not sufficient to conduct detailed study.

For few questions researcher was not able to get proper response

which are asfollows:i. Chances of Switching.ii. Reason for Switching.iii. Monthly Income.

The researcher has chosen 100 samples from

sonipat

75 | P a g e


76/101

CUSTOMER CARE

Access round the clock help at following toll free numbers

Dataone Broadband '1600-424-1600'

PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

Cellone all India Help '9400024365'

All BSNL customer service centers [CSCs] now remain open on all 7

days from 8 A.M to 8 P.M without any break for all activities.

Cheque deposit machines have also been installed in many cities, so that

customers can make payments 24X7 at their convenience.

Customers can also make payments by cheque/Demand Draft to BSNL

franchisees all over the country.

With a view to simplify and offer customer friendly services, more than

one Bfone connections can be applied on a single application form.

Accordingly, a single demand note would be issued to the customer in

respect of all the connections applied for.

Shifting charges for local as well as all India shifting of fixed telephone

(Bfone) has been abolished.

Pagers being given to outdoor staff in a phased manner for speedy

rectification of faults.

Majority of the local network is built up on jelly filled and OFC for

trouble free service.

Internal Distribution Points (DPs) being provided in the customer

premises to eliminate the faults arising out of overhead wires.

76 | P a g e


77/101

Extensive use of digital loop carrier (DLC)/Wireless in Local Loop

(WLL) system for improving reliability of external plant.

Remote Line Units (RLUs). Remote subscriber Units (RSUs) being

provided extensively to reduce the long lengths of copper cables.

Establishing call centers across the nation to provide single window

solutions and convenience to customers.

Countrywide Network Management & Surveillance System (NMSS) to

ensure uninterrupted and efficient flow of telecom traffic.

Application Forms for new connections have been made free of charge

for all services.

Procedure for restoration of telephones disconnected due to non-payment

simplified and powers delegated to Secondary Switching Area (SSA) heads.

Payment of telephone bills being received on Saturday and Sunday

through cheques in City Telecom Offices (CTOs).

More than one Public Call Office (PCO) permitted at the same premises.

Various application forms and procedures being simplified for newtelephone connections, shifting and third party transfer.

77 | P a g e


78/101

BRAND EQUITYThe goal of Brand leadership paradigm is to create strong brand anyway? In

managing Brand equity, brand equity was defined as the brand assets or

[liabilities] linked to a brands name and symbol that add to [or subtract

from] a product or service. These assets can be grouped in to four

dimensions brand awareness, perceived quality, brand associations and

brand loyalty. These four dimensions guide brand development,

management and measurement.

Brand awareness

Brand awareness is an often undervalued asset; however, awareness has

been shown to affect perceptions and even taste. People like the familiar and

are prepared to ascribe all sorts of good attitudes to items that are familiar to

them. The Intel Inside campaign has dramatically transferred awareness into

perceptions of technological superiority and

market acceptance.

Perceived qualityBrand association can be anything that connects the customer to the

brand. It can include user imagery, product attributes, use situations,

Organizational associations, brand personality and symbols. Much of brand

management involves determining what associations to develop and then

creating programs that will link the associations to the brand.

Brand associationsBrand association can be anything that connects the customer to the

brand. It can include user imagery, product attributes, use situations,

Organizational associations, brand personality and symbols. Much of brand

management involves determining what associations to develop and then

creating programs that will link the associations to the

brand.

Brand loyalty

78 | P a g e


79/101

Brand loyalty is at the heart of any brands value. The concept is to

strengthen the size and intensity of each loyalty segment. A brand with a

small but intensely loyal customer base can have significant equity.

Brand Preference

The stage of brand loyalty at which a brand will select a particular brand

but will choose a competitors brand if the preferred brand is unavailable.

See Brand insistence; Brand recognition.

Customer Satisfaction

If the customer's expectations of product quality, service quality, and

price are exceeded, a firm will achieve high levels of customer satisfaction

and will create "customer delight." If the customer's expectations are not

met, customer dissatisfaction will result. And the lower the satisfaction level,

the more likely the customer is to stop

buying from the firm.

79 | P a g e


80/101

Surveys, feedback and data analysis

STRENGTH

1. Established organization with government support.

2. Better coverage of network.

3.Since they have large number of telephone exchanges.

So that they can give more stress on advertisement by

there different place exchange representatives.4. Very much transparent in billing for the satisfaction of all

the subscribers . No hidden system of billing.

5. Customer care centres for the better services in order to

reduce the problem of customer.

WEAKNESS

1. Do not provide smooth service.

2. Frequent network problem.

3. Trade union problem.

4. B.T.S disturbances.

5. Reduce in sales and lack of advertisement.6. Lack of attraction like other providers.

80 | P a g e


81/101

OPPORTUNITY

1. They can modify their network & implement.

2.They can give more stress on their because it

is a government organization.

3. They can use their huge human resource and

fixed asset.

4. Infrastructure is the best than any other service

provider.

THREAT

1. Increasing number of privet telecom sectors.

2. They are providing smooth and good network.

3. They are establishing their own towers in the

remote corners.

4. They are engaging contract services with less

remuneration.

5. Corresponding to revenue expenditure is

less from other service providers.

81 | P a g e


82/101

A set of questioners is prepared keeping in mind the general

awareness of TELE-COMMUNICATION as a representative

on behalf ofB.S.N.L.

.

Please tick ( ) your choice able box

1. Which telecom connection do you use?

(a)B.S.N.L ,(b)Others

2. Are you satisfied with B.S.N.L network ?

(a)Yes, (b)No

3. For clear sound and better coverage which telecom company do you think

best?

(a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others.4. The telecom facility that B.S.N.L is providing is sufficient or not?

(a)Yes, (b)No.

5. Is it required to reduce further the call charge of mobile & landline

connection of B.S.N.L.

(a)Yes, (b)No.

6. Do you think that the sim and cash card of B.S.N.L is available in themarket?

(a)Yes , (b)No.

7.Do you have land line connection, if so do you want to continue it?

(a) Yes , (b)No.

8. Whose general P.C.O is best?

(a)B.S.N.L , (b)Others.

9. Do you have computer at home?

82 | P a g e


83/101

(a)Yes , (b)No.

10. Do you have internet connection?

(a)Yes , (b)No.

11. Which internet connection do you like most?

(a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband

(d)Others.

12. Do you surf net ? Have you visited B.S.N.L sites?

(a)Yes , (b)No.

13. Are you aware of the B.S.N.L services in different field?

(a)Yes , (b)No.

14. On which telecom service do you think that you get overall satisfaction?

(a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel ,

(f)Tata indicom.15. Any other service / facility B.S.N.L should provide?

(a)Yes , (b)No.

PLACE:...............

DATE:............... THANK YOU

83 | P a g e


84/101

84 | P a g e


85/101

85 | P a g e


86/101

86 | P a g e


87/101

87 | P a g e


88/101

88 | P a g e


89/101

89 | P a g e


90/101

Findings

There is a significant relationship between the Age of the Customers and

Mobile Service used by the Customers.

There is a significant relationship between the Location of the Customers

and Satisfaction of BSNL Network used by the Customers.


and Satisfaction of BSNL Network used by the Customers.

There is a significant relationship between the Satisfaction of Cost of

BSNL and Migration of Customers.

There is a significant relationship between the Quality of Customer

service and Migration of the Customers.


and Satisfaction of BSNL Tariff Plan.

Some customers felt that when landline phone gets out of order, it is not

checked or corrected for even 1month, hence there was heavy business loss.

In the evening, lines are not getting connected since network problem

was too high.

When phone went out of order, the respondents were

A STUDY ON CUSTOMER SATISFACTION FOR B

Documents