8/7/2019 bhuvan report (2)
1/120
1
SUMMER TRAINING PROJECT REPORT(MBA - 035)
ON
STUDY OF CONSUMER BEHAVIOUR ABOUT BSNLSERVICES AT ETAH
AT
BSNL & LOCATION- ETAH
Submitted in Partial Fulfillments of
Master of Business Administration (MBA)Programme: 2008 -10
Of
Uttar Pradesh Technical University, Lucknow
SUBMITTED BY
NAME_BHUVNESH KUMARMBA - 3rd SEMESTERROLL NO. - 0801470012
Faculty of Management ScienceShri Ram Murti Smarak College of Engineering & Technology,
Bareilly
8/7/2019 bhuvan report (2)
2/120
2
Shri Ram Murti Smarak College of Engineering & Technology,Bareilly (U.P.)
Faculty of Management Science
Certificate
This is to certify that Mr. BHUVNESH KUMAR a regular student of MBA 2008 Batch
has undergone Summer Training in BSNL AT ETAH on the topic of STUDY OF
CONSUMER BEHAVIOUR ABOUT BSNL SERVICES AT ETAH for a period of 6 week
commencing from 3-06-09 to 15-07-09.
This Summer Training Project Report embodies the facts and figure collected and
interpreted by him during the course of Training.
(DR. KUNWAR SATISH CHANDRA)
Faculty Guide
(Anant Kumar Srivastava) (Prof. S. P. Gupta)
Head - MBA Director General
8/7/2019 bhuvan report (2)
3/120
3
DECLARATION
8/7/2019 bhuvan report (2)
4/120
4
DECLARATION
I here by declare that the project, which is being presented in this
report, entitled STUDY OF CONSUMER BEHAVIOUR ABOUT BSNL
SERVICES AT ETAH Is an authentic record of my own work during the
period of 6 weeks from 03-06-09 to 15-07-09 as a part of my MBA course of
UPTU Lucknow.
The information which is given by me in this report is
exclusively for the concerned organization and the institut e would not be
submitted by me any where else.
BHUVNESH KUMAR
MBA (III Semester)
SRMS CET, Bareilly
8/7/2019 bhuvan report (2)
5/120
5
ACKNOWLEDGMENT
8/7/2019 bhuvan report (2)
6/120
6
ACKNOWLEDGMENT
A mammoth project of this nature calls for intellectual nourishment,
professional help, and encouragement from many quarters. Doing summer
training from the esteemed organization BSNL has given me a chance to apply
all theoretical inputs to real-life situations.
To begin with, I wish to acknowledge an express my gratitude to Mr
A.K. JAIN (S.D.E. MARKETING) for his continuous assistance and
inspiration. The knowledge, advice, support, suggestions, helpful tips given to
me by him helped me to successfully complete this project.
BHUVNESH KUMAR
MBA (3rdsemester)
Sri Ram Murti Smarak College of Engg. & Tech.
8/7/2019 bhuvan report (2)
7/120
7
PREFACE
In todays scenario, it is not possible that we get knowledge about the
market without practical training. By the practical training a management
student can understand the management working in the area of there
specialization. Actually practical knowledge increases the knowledge of
students in real field of market & also integrates the theoretical concepts
with the practical working of the organization.
Accepting the above factors the management programs of our institute
(SRMSCET BAREILLY) has made practical training must for their
management students. As a part of the partial fulfillment of the
requirement of the course of masters of business administration (MBA),
summer training was undertaken with BSNL at ETAH city for 6 weak. The
purpose of the training was to study about the consumer behavior about
the BSNL services at ETAH city only.
The tools & techniques used in the study are standard & modified
according to the report requirements. I used the primary and secondary
data for collection of information. I had enjoyed my summer training from
the very first day. I tried to come across all the initial steps relate d with my
project in BSNL.
8/7/2019 bhuvan report (2)
8/120
8
INDEX
Chapter 1: Company Profile
1.1: History of BSNL
1.2: Hierarchy of BSNL
1.3: Marketing strategy, objective & process of BSNL
1.4: BSNL at a glance
1.5: Certification
1.6: SWOT analysis
Chapter 2:
2.1: Introduction of project topic
2.2: Importance of consumer satisfaction
2.3: Consumer buying behavior
2.4: Factors affecting consumer buying behavior
2.5 : Consumer buying decision process
Chapter 3: BSNL SERVICES
Chapter 4: Research Work
4.1: Research Problem
4.2: Research Objective
4.3: Scope of research
4.4: Limitation of study
8/7/2019 bhuvan report (2)
9/120
9
Chapter5: Research Methodology
5.1 Research design
5.2: Collection of data
5.3: Sample size
Chapter 6:
6.1: Analysis and Interpretation of Questionnaire
6.7 Findings and Suggestions
6.7: Conclusion
Chapter 7: Annexure
Chapter 8: Bibliography
8/7/2019 bhuvan report (2)
10/120
10
BHARAT SANCHAR NIGAM LIMITED
8/7/2019 bhuvan report (2)
11/120
11
Corporate office
Bharat Sanchar Bhavan
Harish Chandra Mathur Lane
Janpath, New Delhi-110 001
8/7/2019 bhuvan report (2)
12/120
12
INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL, India Communications
Corporation Limited) is a public sector telecommunication company in India.
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom
services in India: Wireline, 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. It
is India's largest telecommunication company with 24% market share as on
March 31, 2008. Its headquarters are at Bharat Sanchar Bhawan, Harish
Chandra Mathur Lane, Janpath, New Delhi. It has the status ofMini Ratna, a
status assigned to reputed public sector companies in India.
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.
8/7/2019 bhuvan report (2)
13/120
13
PPRROOFFIILLEE
COMPANY NAME: BharatSanchar Nigam Ltd.
Headquarters : BharatSanchar Bhawan, Harish
Chandra Mathur Lane, Janpath, New Delhi
Head Officein Lucknow: Hazratganj
BRANCH OFFICES IN LUCKNOW: Saprumarg,
Hazratganj,Alambagh,Mahanagar,Kaiserbagh
Chairman & Managing Director : Kuldeep Goyal
SSttaattuuss:: MMiinnii RRaattaann ((a status assignedto reputedpublicsector
companiesin India.)
Founded: 19th
century, incorporated 2000
Owner : Government of India
8/7/2019 bhuvan report (2)
14/120
14
Vision:
To become the largest telecom Service Provider in South East Asia.
Mission:
1. To provide world class State-of-art technology telecom services on
demand at affordable price.
2. To provide world-class telecom infrastructure to develop country's
economy.
OBJECTIVE
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.
8/7/2019 bhuvan report (2)
15/120
15
To provide point of interconnection to other service provider as per their
requirement promptly.
To facilitate R & D activityin thecountry. Contributetowards:
i. National Plan Target of 500 million subscriber base for India by
2010.
ii. Broadband customers base of 20 million in India by 2010 as per
Broadband Policy 2004.
iii. Providing telephone connection in villages as per government
policy.
iv. Implementation of Triple play as a regular commercial proposition.
8/7/2019 bhuvan report (2)
16/120
16
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. 88,128 crores (US$ 22.02 billion),
authorised equity capital of Rs. 10,000 crores (US $ 2.50 billion), Paid up
Equity Share Capital of Rs. 5,000 crores (US $ 1.25 billion) and Revenues
is Rs. 38053 crores (US $ 9.51 billion) in 2007-08.
(Note: 1 US $ = 40.02 INR as on 31-03-2008)
CORPORATE ASSETS
Bharat Sanchar Nigam Limited has got net fixed assets valuing more than
Rs. 54698 Crores (US $ 13.67 billion), which are in the form of Land,
Buildings Cables, Apparatus & Plants etc. as on 31.03.2008.
8/7/2019 bhuvan report (2)
17/120
17
IInntteerreessttiinngg FFaaccttss::
TThheerree aarree 22 mmiilllliioonn BBSSNNLL mmoobbiillee ccoonnnneeccttiioonnss iinn rruurraall IInnddiiaa((aa rreeccoorrdd,,
nnoo ootthheerrccoonnnneeccttiioonn iiss aass ffaammoouuss aass bbssnnll iinn rruurraall aarreeaass))
BBSSNNLL ssuupppplliieess pphhoonnee lliinneess ttoo aallll ootthheerrnneettwwoorrkkssuucchh aass AAiirrtteell,,VVooddaaffoonnee
eettcc..
BBSSNNLL iiss tthhee oonnllyy nneettwwoorrkkwwhhiicchh ooffffeerrss bbrrooaaddbbaanndd ccoonnnneeccttiioonnss
More than 50% of the international calls coming to India, use Reliance
network.
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.
8/7/2019 bhuvan report (2)
18/120
18
Board ofthedirector
Designation Name
Phone
Fax No Email(Office)
CMD KULDEEP
GOYAL
23372424 23372444 [email protected]
Director(Enterprise) RAJENDRA
SINGH
23734064 23734166 [email protected]
Director(Finance) GOPAL DAS 23714141 23314141 [email protected]
Director(Human
Resource)
GOPAL DAS 23734070 23734072 [email protected]
Director(Consumer
Fixed Access)
Rajesh Wadhwa 23037142
23738999
23734242 [email protected]
Director(Consumer
Mobility)
R.K.Aggarwal 23734073 23734075 [email protected]
Company Secretary &
GM(Legal)
H.C.PANT 23353395 23353389 [email protected]
8/7/2019 bhuvan report (2)
19/120
19
ORGANISATIONAL
CHART
8/7/2019 bhuvan report (2)
20/120
20
8/7/2019 bhuvan report (2)
21/120
21
Marketingstrategies of BSNL
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 principled centered path. History is full of examples
that many organizations have vanished grown and vanished overnight as their
path to achieve vision was not based on principled way.
Vision of the organization can only be translated into reality, if it is shared by
one and all. The best way to implement is to involve them in formulation. But
even if it is conceived by higher management then it has to be explained to
8/7/2019 bhuvan report (2)
22/120
22
each and every individual of the organization, otherwise it may remain as a
showpiece.
Marketing vision of the BSNL has to be based on overall mission and vision of
the organization. The mission of BSNL is
i. To provide world class State-of-art technology telecom services on
demand at affordable price.
ii. To provide world class telecom infrastructure to develop country's
economy.
And the vision of BSNL is
i. To become the largest telecom Service Provider in Southeast Asia.
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.
8/7/2019 bhuvan report (2)
23/120
23
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 focuses on understanding the needs and
desires of the customers and is achieved by placing these needs at the heart of
business by integrating them with the 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.
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 customer s
8/7/2019 bhuvan report (2)
24/120
24
and creating services that extend the existing customer relationship beyond the
mere transaction. The customer life cycle will focus on lengthening the life
span of the customer with the 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/or services that continuously seek
to satisfy those needs is good Marketing. The Marketing will focus greater
attention on how to deliver customer satisfaction and organisation will begin to
structure itself around customer segments and not product lines. A good
Marketing Strategy will take the business vision and apply it to the customer
base.
According to the Dictionary of Marketing Terms, 2nd edition, published by
the American Marketing Association, c1995,
Marketing is the process of planning and executing the conception, pricing,
promotion, and distribution of ideas, goods, and services to create exchanges
thatsatisfy individual and organizational objectives.
Once marketing is understood, we can define marketing management process
as analyzing marketing opportunities, researching and selecting target markets,
designing marketing strategies, planning marketing programs, and organizing,
implementing, and controlling the marketing efforts.
In simple words it implies a buyer, a seller, bonded by the mutual need,
satisfying offer and a medium/process to exchange the offer.
8/7/2019 bhuvan report (2)
25/120
25
Marketing Process
We often talk of marketing & Sales and often use it interchangeably without
understanding the difference in it. Marketing is everything we do to get and
leverage a client relationship. Marketingprocessisbroad andincludes 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.
Selling is one activity of the entire marketing process. Selling is the act of
persuading or influencing a customer to buy (actually exchange something of
value for) a product or service.
Marketing activities support sales efforts.
ContrastingtheSales Concept with the Marketing Concept:-
We Sell Confidence.
8/7/2019 bhuvan report (2)
26/120
26
The concepts surrounding both selling and marketing also differ. There is a
need for both selling and marketing approaches in different situations. One
approach is not always right and the other always wrong - it depends upon the
particular situation.
In a marketing approach, more listening to and eventual accommodation of the
target market occurs. Two-way communication (sometimes between a
salesperson and a customer) is emphasized in marketing so learning can take
place and product offerings can be improved.
A salesperson using the sales concept, on the other hand, sometimes has the
ability to individualize components of a sale, but the emphasis is ordinarily
upon helping the customer determine if they want the product, or a variation on
it, that is already being offered by the company. In the sales approach, not
much time is spent learning what the customer's ideal product would be
because the salesperson has little say in seeing that their company's product is
modified. Furthermore, they aren't rewarded for spending time listening to the
customer's desires unless they have a product to match their desires that will
result in a sale.
The 7Ps for service marketing (Product, price, place, promotion, physical
evidence, people & process) are the means to attain, nurture, & retain the
customers and not the end.
8/7/2019 bhuvan report (2)
27/120
27
Social Responsibility
We were the most trusted telecom brand in year 2003 & 2004. We have been
given Golden Peacock award for Best Corporate Social responsibility. How can
we leverage these distinctions? These achievements need to be highlighted
through public relation exercise like press meet. This will help us in building
our marketing image. In sales and distribution front though we have over one-
lakh retailers, 1000 franchisees, 3300 CSCs, 36000 exchanges why are we not
visible like others? Why cant we utilize all possible space? Cant we leverage
our franchisee and STD-PCO strengths? Can we make these outlets as our core
strength? Why our recharge coupons, India Telephone Cards are in shortage
when there is no capacity constraint? Does it imply that our planning for
printing, inventory management, logistics, and supply chain and of cou rse
franchisee management is inefficient? Do we have targets for these just like
DELs & CellOne? Why cant we leverage this huge network for better
customer care and improve collection efficiency? We must realize that with
waiver of security deposits, no OYT schemes, no advance rentals, adjustment
of landline security for CellOne, we dont get fixed deposits to meet our funds
requirements. Everything has to be met from Operating revenues. We need to
improve collections, realize bills early, not on the last day of payment and
reduce bad debts.
8/7/2019 bhuvan report (2)
28/120
28
Business Development.
Businessdevelopment units have been given the task to develop and nurture
long-term relations with corporate houses. Many MoUs have been signed. Bulk
bills are being issued. One-point payments are being realized for multiple
service locations. Key Account Manager concept has been introduced. All this
requires change ofmindset in addition to the skills of marketing & sales. Do
we have skilledmanpower? Is ourorganization setup apt for better results?
The staff expense to revenue ratio could be a good indicator.
No doubt our revenues are up. Profit has increased. But consider the marketing
budget we have in comparison to others. Even with this little budget many
circles are unable to utilize it. We need to probe ourselves. Corporate office has
permitted delegation of upto 70% of Circle budget to SSAs. Does it mean that
our budget planning is wrong? How should we allocatemarketingbudget and
which parameter to weigh?
Per DEL/Mobile
Acquisition cost
Life time value
Competitor spend
Growth targets
8/7/2019 bhuvan report (2)
29/120
29
Life Time Value
You cant give people pride, but you can provide the kind of understanding that
makes people look to their inner strength and find their own sense of pride.
- Charleszetta
Waddles.
Let us understand what is the lifetime value of our customers? Paying
commission of Rs 100-200 to franchisee is not a cost considering the future
flow of revenue from the customer. How many of our decisions are based on
scientific analysis of the precious customer data we already have such as
calling pattern, payment habits, usage profile etc? How many surveys we do,
how much customer research we carry out? Net growth in mobile is high but
what about churn? Cant we analyze & reduce it? Acquisition cost is usually
said to be 5-8 times the retention cost.
It is high time we learn fast, groom ourselves, improve our mindset and act
fast. Business perspective is equally important as excellence in Telecom
operations, maintenance, and installations & planning. Our core competence
should be telecom business acumen and not just traditional expertise developed
over the years.
It is usually much easier to sell additional things to existing customers than to
add new customer. Let us try to upgrade each customer by RS 20 RS 50 by
offering them more add on relevant services.
8/7/2019 bhuvan report (2)
30/120
30
BSNL at a Glance
Shareholding Pattern
The Govt. of India currently holds 56.25% stake in the company. Coverage
Almost whole of the nation. The company has also received the Navratna
status.
BSNL - A Blue-chip
Some of the factors that contribute towards making BSNL a blue-chip
company are:
Company providing vital infrastructure.
Sustained growth.
Increasing demand in a fast developing economy.
Cost reduction due to induction of new technologies and computerization.
Tremendous resources and asset base.
Very high potential for value.
Exciting developments in new services everyday.
8/7/2019 bhuvan report (2)
31/120
31
Certifications
BSNL adds one more feather to its cap. Centre for Excellence in Telecom
Technology & Management (CETTM) has been awarded with the ISO 9001:
2000 Certification for providing training in the field of Telecom Technology &
Management.
BSNL's Centre for Excellence in Telecom Technology and Management
received ISO 9001-2000 certification on 4th July, 2005. This quality
certification is the first step in developing CETTM as a world class training
Centre."
BSNL with a market share of about 13% of the National Telecom Network
has a customer base of about 4.98 million lines at the end of 2002- 03
8/7/2019 bhuvan report (2)
32/120
32
SWOT ANALYSIS
STRENGHTS
It has a competitive pricing policy.
BSNL provides continuous training, career advancement opportunities and a
self-motivated work environment to its employees.
BSNL has a corporate culture of mutual respect and is an excellent service
provider.
BSNL maintains solid partnerships with its customers.
WEAKNESSES:
Although it is investing too much in R&D but its marketing skills are below
average.
Although it is growing very fast but at the same time it is losing its customers
as well because the competitors are chasing close behind.
8/7/2019 bhuvan report (2)
33/120
33
OPPORTUNITIES:
It can retain its customers by improving its marketing skills.
It can establish a world-wide knowledge-broadcast system via the Internet.
The Group can strengthen and expedite research and development in order to
deliver products of top international standards.
THREATS:
External factors like political instability and economic instability which are
affecting the business environments.
The other threat can be the market saturation in terms of business
opportunities available in the conventional telecom business.
8/7/2019 bhuvan report (2)
34/120
34
INTRODUCTION OF PROJECT TOPIC
the title of my project is Study ofconsumerbehaviour about BSNL
services at ETAH first of all we need to understand that Whatisconsumer
buyingbehavior?
Before business can develop marketing strategies, they must understand what
factors influence buyers behavior and how they make purchase decisions to
satisfy their needs and wants. Buyers are moved by a complex set of deep and
subtle emotions. Their behavior result from deeply held values and attitudes;
their perception of the world and their place in it, from common sense, impulse
or just plain whimsy .There are also several stages through which the consumer
exhibit before deciding to purchase goods or services. These include 5 steps
which are:
problem or needrecognition, information search, alternativeevaluation,
purchase andpost-purchaseevaluation.
8/7/2019 bhuvan report (2)
35/120
35
IMPORTANCE OF CONSUMERSATISFACTION
The needs to satisfy customer for success in any commercial enterprise is very
obvious. The income of all commercial enterprise is derived from the payments
received for the products and services supplied to its customers.
If there is no customer there is no income and there is no business. Then the
core activity of any company is to attract and retain customers. It is therefore
no surprise that Peter F Druckerthe renowned management Guru, has said
to satisfythecustomersisthemission andpurpose ofeverybusiness.
Satisfaction of customer is essential for retention of customers and for
continuous sales of the products and services of the company to customers.
This establishes the needs for and the importance of customer satisfaction. The
satisfaction of consumers is different from one to another. Became, each
consumer has the different behavior in their life. So, the marketer satisfies the
consumer, he must very well know the behavior of consumer.
8/7/2019 bhuvan report (2)
36/120
36
CONSUMER BUYING BEHAVIOR
Consumer behavior refers to the mental and emotional process and the
observable behavior of consumers during searching, purchasing and post
consumption of a product or service.
Consumer behavior involves study of how people buy, what they buy, when
they buy and why they buy. It blends the elements from psychology, sociology,
socio-psychology, anthropology and economics. It also tries to assess the
influence on the consumer from groups such as family, friends, reference
groups and society in general.
Buyerbehavior hastwo aspects: the final purchase activity visible to any
observer and the detailed or short decision process that may involve the
interplay of a number of complex variables not visible to anyone.
FACTORS AFFECTING CONSUMER BUYING BEHAVIOR
Consumer buying behavior is influenced by the major three factors:
1. Social Factors
2. Psychological Factors
3. Personal Factors.
8/7/2019 bhuvan report (2)
37/120
37
A. SOCIAL FACTORS
Social factors refer to forces that other people exert and which affect
consumers purchase behavior. These social factors can include culture and
subculture, roles and family, social class and reference groups
Example:
By taking into consideration Reference group, these can influence/ affect the
consumer buying behavior. Reference group refers to a group with whom an
individual identifies herself/ himself and the extent to which that person
assumes many values, attitudes or behavior of group members. Reference
groups can be family, school or college, work group, club membership,
citizenship etc.
Referencegroupsserve as one of the primary agents of consumer socialization
and learning and can be influential enough to induce not only socially
acceptable consumer behavior but also socially unacceptable and even personal
destructive behavior. For example, if fresher student joins a college /
university, he/she will meet different people and form a group, in that group
there can be behavior patterns of values, for example style of clothing, handsets
which most of group member prefer or even destructive behavior such as
excessive consumption of alcohol, use of harmful and addictive drugs etc. So,
according to how an individual references him / her to that particular reference
group, this will influence and change his/her buying behavior.
8/7/2019 bhuvan report (2)
38/120
38
B. PSYCHOLOGICAL FACTORS
These are internal to an individual and generate forces within that influence
her/his purchase behavior. The major forces include motives, perception,
learning, attitude and personality.
Example:
Attitude is an enduring organization of motivational, emotional, perceptual and
cognitive processes with respect to some aspect of our environment. Consumer
form attitude towards a brand on the basis of their beliefs about the brand. For
example, consumers of Sony products might have the belief that the products
offered by Sony are durable; this will influence those customers to buy Sony
products due to this attitude towards the brand.
C. PERSONAL FACTORS
These include those aspects that are unique to a person and influence purchase
behavior. These factors include demographic factors, lifestyle, and
situational factors.
Example:
Lifestyle is an indicator of how people live and express themselves on the basis
of their activities, interests, and opinions. Lifestyle dimension provide a
broader view of people about how they spend their time the importance of
things in their surroundings and their beliefs on broad issues associated with
life and living and themselves. This is influenced by demographic factors and
personality.
8/7/2019 bhuvan report (2)
39/120
39
CONSUMER BUYING DECISION PROCESS
Consumer buying decision process is the processes undertaken by consumer
in regard to a potential market transaction before, during and after the
purchase of a product or service.
Consumer decision making process generally involves fivestages-:
Problem Recognition
Purchase decision making process begins when a buyer becomes aware of an
unsatisfied need or problem. This is the vital stage in buying decision process,
because without recognizing the need or want, an individual would not seek to
buy goods or service.
There are several situations that can cause problem recognition, these include:
Depletion of stock
Dissatisfaction with goods in stock
Environmental Changes
Change in Financial Situation
Marketer Initiated Activities
Example:
Its when a person recognizes that she cannot make a call from her mobile
phone thats when she recognizes that her phone has been damaged i.e. the
phone has hardware problems and needs to be repaired or buying a new piece.
8/7/2019 bhuvan report (2)
40/120
40
Information Search
After the consumer has recognized the need, he / she will try to find the means
to solve that need. First he will recall how he used to solve such kind of a
problem in the past, this is called nominal decision making. Secondly, a
consumer will try to solve the problem by asking a friend or goes to the market
to seek advice for which product will best serve his need, this is called limited
decision making.
Sources ofinformation include:
Personal sources
Commercial Sources
Public sources
Personal experience
Example
The user of the phone after recognizing that her phone is damaged, she will
eventually try to find out how she can repair her phone. If she cannot repair it
herself she will ask a friend to help out, if the friend cannot solve the problem
she will go to mobile repair shop, if they also cannot repair it then she will try
to find which mobile phone is good and that can serve her need. In this process
of information collection it will yield awareness of set of brands of mobile
connections she can buy.
8/7/2019 bhuvan report (2)
41/120
41
Alternativesevaluation
Consumers evaluates criteria refer to various dimension; features,
characteristics and benefits that a consumer desires to solve a certain problem.
Product features anditsbenefitis what influence consumer to prefer that
particular product. The consumer will decide which product to buy a set of
alternative products depending on each unique feature that the product offers
and the benefit he / she can get out of that feature.
Example:
When that user got enough information concerning the different brands of
mobile connections available in the market, she will decide which kind of a
mobile phone and brand shes going to buy depending upon her need for t hat
particular mobile, either a mobile for multimedia and entertainment,
Smartphone or classic phone.
Purchase Action
This stage involves selection of brand and the retail outlet to purchase such a
product. Retail outlet image and its location are important. Consumer usually
prefers a nearby retail outlet for minor shopping and they can willingly go to a
far away store when they purchase items which are of higher values and
8/7/2019 bhuvan report (2)
42/120
8/7/2019 bhuvan report (2)
43/120
43
Example
If she decided to buy a multimedia phone she will try to compare the quality of
music it provides and pictures taken if they meet her expectations. If she will
find that her expectation are meeting she will be satisfied, if she found that
there are more additional features that she did not expect this mobile phone to
have, she will be delighted, otherwise, she will be dissatisfied. Since my title is
Consumerbehaviorduringtaking new mobileconnections, I need to do
the survey of existing/new consumers of the service of different cellular service
providers. Hence, my project is totally based on comparative analysis of
different attributes shaping the consumer behavior during taking new mobile
connections.
.
Consumerperception
Our perception is an approximation of reality. Our brain attempts to make
sense
out of the stimuli to which we are exposed. This works well, for example, when
we see a friend three hundred feet away at his or her correct height; however,
our perception is sometimes offfor example, certain shapes of ice cream
containers look like they contain more than rectangular ones with the same
volume.
8/7/2019 bhuvan report (2)
44/120
44
Factorsin perception
Several sequential factors influence our perception. Exposure involves the
extent to which we encounter a stimulus. For example, we are exposed to
numerous commercial messages while driving on the freeway: bill boards,
radio advertisements, bumper-stickers on cars, and signs and banners placed at
shopping malls that we pass. Most of this exposure is randomwe dont plan
to seek it out. However, if we are shopping for a car, we may deliberately seek
out advertisements and tune in when dealer advertisements come on the TV
Exposure is not enough to significantly impact the individualat least not
based on a single trial (certain advertisements, or commercial exposures such
as the Reliance communication logo, are based on extensive repetition rather
than 54 much conscious attention). In order for stimuli to be consciously
processed, attention is needed. Attention is actually a matter of degreeour
attention maybe quite high when we read directions for getting an income tax
refund, but low when commercials come on during a television program. Note,
however, that even when attention is low, it may be instantly escalatedfor
example, if an advertisement for a product in which we are interested comes
on. Webers Law suggests that consumers ability to detect changes in stimulus
intensity appear to be strongly related to the intensity of that stimulus to begin
with. Several factors influence the extent to which stimuli will be noticed. One
obvious issue is relevance
8/7/2019 bhuvan report (2)
45/120
45
Consumers, when they have a choice, are also more likely to attend to
pleasantstimuli (but when the consumer cant escape, veryunpleasant stimuli
are also likely to get attentionthus, many very irritating advertisements are
remarkably effective). One of the most important factors, however, is
repetition. Consumers often do not give much attention to a stimuli
particularly a low priority one such as an advertisementat any one time, but
if it is seen over and over again, the cumulative impact will be greater.
Surprising stimuliare likely to get more attentionsurvival instinct requires
us to give more attention to something unknown that may require action. A
greatercontrast(difference between the stimulus and its surroundings) as well
as 55 greaterprominence (e.g., greater size, center placement) also tend to
increase likelihood of processing. Subliminal stimuliback in the 1960s, it was
reported that on selected evenings, movie goers in a theater had been exposed
to isolated frames with the words Drink Coca Cola and Eat Popcorn
imbedded into the movie. These frames went by so fast that people did not
consciously notice them, but it was reported that on nights with frames present,
Coke and popcorn sales were significantly higher than on days they were left
off. This led Congress to ban the use of subliminal advertising. First of all,
there is a question as to whether this experiment ever took place or whether this
information was simply made up. Secondly, no one has been able to replicate
these findings. There is research to show that people will start to giggle with
embarrassment when they are briefly exposed to dirty words in an
experimental machine.
8/7/2019 bhuvan report (2)
46/120
46
Consumer Grievances Redressal Mechanismin BSNL
BSNL has a well structured and multilayered Public Grievances
Redressal Mechanism including Dispute Resolution Mechanism. The Public
Redressal setup in BSNL has been introduced right from the Corporate Office
to SSA(Secondary Switching Area) levels. Subscribers having complaints or
grievances can interact with the organization through the following for Public
Grievance / Dispute settlements: -
(i) Complaints are being booked on "198". This Toll Free Service of
booking complaints are available in every telephone system.
Grievances can be booked on "12727"(for Circle Office) or
"1095" (for District Office). This special Toll Free Service has
been introduced by BSNL for booking public grievances.
(ii) In every office 'visiting hours' are prescribed where the
subscribers having complaints or grievances can approach the
officers of BSNL at various levels,
(iii) Public Grievance Officers are available right from Corporate
Office to SSA (Secondary Switching Area) level. The
complainant can approach these officers in person or through
written complaints or communicate through e-mail or contact on
telephones,
8/7/2019 bhuvan report (2)
47/120
47
(iv) Special attention is being given to holding meetings with consumer
organizations.
(v) Telephones Advisory Committees have been constituted,
(vi) Senior Officers are available for public without prior appointment
during a specified hours on working days.
(vii) Customer Service Centre have been opened for
IMPCS.
II Open HouseSession:
Complaints/suggestions of general nature as regard to
improving the telecom services in the area are discussed in the Open
House Sessions. The basic idea of conducting such Open House
Sessions is to establish direct channels of communications with our
customers and also to enable the telecom staff to appreciate and evaluate
the customers difficulties and complaints from their point of view. A
press notification is issued in leading newspaper to hold the Open
House Session for inviting customers to attend and submit their
suggestions/grievances. Subscribers are invited in a public hall. The
session is presided over by Senior Officers i.e. Area GM/Area Manager.
Customers are requested to place general grievances which are
recorded. Replies are given on the spot. In few cases, which cannot be
8/7/2019 bhuvan report (2)
48/120
48
settled on the spot a time frame is given. Efforts are made to settle the
case within the given time frame. Written reply is sent to the customers.
III. Telephone Adalats:
Subscribers whose grievances remained unsettled are invited to
make petitions for redressal of their grievances in Telephone Adalats.
SSA(Secondary Switching Area) Level Telephone Adalats are being
conducted on bimonthly periodicity and Circle level Telephone
Adalats are being conducted once in three months.
Customers are asked to give their grievances in writing with all
supporting documents within stipulated period to District Complaint
Officer (DCO). The concerned office to whom the case relates
examines the case received by DCO and settles the case. A speaking
order settling the case is communicated to the customers. For unsettled
cases, a date is fixed for holding the Telephone Adalat. The customers
are invited to attend the Telephone Adalat. The Adalat is presided
over by General Manager of the area. The concerned officers of the
Department are also called to be present in the Adalat. The full details
of the case is presented to the presiding officer. The order of the
presiding officer is communicated in the Adalat after hearing the
arguments from both the parties.
8/7/2019 bhuvan report (2)
49/120
49
Appellate Jurisdiction of Telephone Adalats:
Circle level adalats headed by CGMs can consider the cases
of the appeals against the decisions of the adalats chaired by SSA
Heads. Adalats headed by SSA Heads can consider cases of excess
billing which have been rejected by them as administrative heads of
SSAs.
IV. Telecom consumers Protection and Regulation of Grievances [TRAI
Regulation, 2007(3 of 2007)] . BSNL ensures prompt rectification
of any fault or complaint booked through its extensive grass root
level online fault restoration system (FRS). However, in case you
still have your problem unsolved timely, BSNL has implemented a
three tier consumer grievance redressal mechanism comprising of
call centres for various services, nodal officers at SSA and Circle
level and an appellate authority for deciding cases that the consumers
may wish to appeal against. As a first step, you may contact our Call
Centre on toll free helpline numbers given below.
y For basic services including broadband services:1500 (toll free
number)
y For GSM Mobile services: 9400024365 (toll free number).
y For Broadband &Internet services:1800-424-1600 (toll free
number).
8/7/2019 bhuvan report (2)
50/120
50
y For MPLS & Other Data services: 1800-425-1957 (toll free
number).
1. Procedure for handlinggrievancesby Call Centres.
The Call Centres, immediately on receipt of your complaint:
(a) Shall register such complaint by allotting a unique identification number to
be called the docket number;
(b) Communicate, at the time of lodging the complaint, the unique
identification number to be called docket number, date and time of registration
of the complaint, to you;
(c) Record details in respect of such complaint;
(d) Intimate you
(i) Through telephone or other electronic means or any other means; and
(ii) Within the time limit specified the action taken on your complaint;
and
(e) give you contact details of the Nodal Officer (including his name,
telephone number and address) in case you are not satisfied with the redressal
of your grievance or when requested by you.
8/7/2019 bhuvan report (2)
51/120
51
1.1 Time limit for redressal of grievance of consumers by Call
Centres.
(1) Unless specified elsewhere, all complaints relating to fault or disruption of
service or disconnection of service shall be redressed within three days from
the date of registration of complaint;
(2) Unless specified elsewhere, all other complaints shall be redressed within
seven days from the date of registration of complaint;
(3) where lesser time limit has been specified by any other law for the time
being in force or other regulations of TRAI or DOT or by BSNL for redressal
of grievance, the Call Centres shall redress the grievances of the consumer
within such specified time.
In case you are not satisfied with the redressal of your grievance at the Call
Centre level or in case the Call Centre within the above time limit does not
attend to the complaint, you may approach the Nodal Officer for redressal of
your grievance.
2. Redressal of Consumer Grievances by Nodal Officers.
You may approach, by a letter in writing, or through telephone, or web based
online filing of complaints or through short message service or through other
electronic means and any other means, the Nodal Officer of the concerned SSA
of the Circle/District for redressal of your grievance.
8/7/2019 bhuvan report (2)
52/120
52
In emergent situation, one can approach at the first instance itself a Nodal
Officer instead of a Call Centre and the Nodal Officer shall redress the
grievance.
2.1 Handling of grievances of consumers by Nodal Officers.
The Nodal Officer shall be accessible to the consumers at the address made
available by the public notice and telephone bills, as referred to above register
every complaint lodged by the consumers;
1. communicate, within three days from date of the receipt of the
complaint, the unique complaint number to the consumer;
2. after taking the remedial measure for redressal of the grievance or
decision thereon, intimate, within the time limit specified as below the
remedial measure or decision taken, to the consumer.
2.2 Time limit for redressal of complaints by Nodal Officer.
The Nodal Officer shall redress the complaints of the consumer within ten days
of the registration of the complaint, provided that complaints relating to fault or
disruption of service or disconnection of service shall be redressed within three
days from the date of registration of complaint.In case the consumer is still not
satisfied with the redressal of his grievance by the Nodal Officer or in case his
complaint is not redressed by the Nodal Officer within the time limit specified
or no reply is received regarding resolution of the complaint from Nodal
Officer, he may appeal to the appellate authority for redressal of his grievance.
8/7/2019 bhuvan report (2)
53/120
53
Please Usethe following formto find outthe Nodal PG Officer
in yourSSA/ Circle
3. Appeal to appellate authority for redressal of consumer
grievances.
(1) In case a consumer is not satisfied with the redressal of his grievance by the
Nodal Officer, or his complaint remains to be redressed or no reply is received
within the period of ten days of the registration of the complaint by the Nodal
Officer or three days of the registration of complaint by the Nodal Officer
relating to fault or disruption of service or disconnection such consumer may,
in writing, make an appeal to the appellate authority of the concerned Circle.
(2) Every appeal to the appellate authority under sub-para (1) shall be made in
duplicate, in this Form.
(3) Every appeal under sub-para (1) shall be filed within three months after the
expiry of the time limit specified in within the period of ten days of the
registration of the complaint by the Nodal Officer or three days of the
registration of complaint by the Nodal Officer relating to fault or disruption of
service or disconnection:
Provided that the appellate authority may entertain any appeal after the expiry
of the said period of three months but before one year from the time limit of ten
days of the registration of the complaint by the Nodal Officer or three days of
the registration of complaint by the Nodal Officer relating to fault or disruption
8/7/2019 bhuvan report (2)
54/120
54
of service or disconnection if it is satisfied that there was sufficient cause for
not filing it within that period.
(4) Every Telecom Circle/Telephone District shall make available to the
consumer the Form of appeal free of charge:
(a) At its every office and sales outlets, and at every office of the Nodal Officer
and the appellate authority;
(b) At its website for download by consumers.
3.1 Disposal of appealby appellate authority.
(1) The appellate authority shall ensure uniformity in the procedure for
deciding appeals and comply with the provisions contained in succeeding
paras.
(2) The secretariat of the appellate authority shall:-
(a) Register every appeal immediately on receipt of the same and send, within
three days of receipt of the appeal, an acknowledgement to the appellant
indicating the serial number of the appeal registered;
(b) Forward, within six days from the date of receipt of an appeal, a copy of the
appeal to the concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer;
(3) The concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer, shall, within fifteen days from the date of
8/7/2019 bhuvan report (2)
55/120
55
receipt of the appeal forwarded by the Secretariat of the Appellate Authority
file in writing its reply;
(4) In case the concerned Section of the Circle office and/or the concerned SSA
head and/or the concerned Nodal Officer fails to file its reply within the period
specified the appellate authority shall proceed on the basis of the material
available on record;
(5) The appellate authority may call for, any information, document or record,
from the concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer or the appellant, which may be relevant
and necessary for examination and disposal of the appeal, as the case may be;
(6) The concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer and the appellant, shall provide such
information, document or record as the appellate authority may call for;
Provided also that in case a party to the case fails to furnish such information,
document or record, the appellate authority, on being satisfied that the party in
possession of the record is withholding it, it may decide the appeal after
appraising the material available on record and decide the appeal to the best of
its judgment on merits.
(7) The appellate authority shall, on receipt of the reply from concerned
Section of the Circle office and/or the concerned SSA head and/or the
concerned Nodal Officer and on the basis of information, document or record
under the para above from and after conducting such inquiry as the appellate
8/7/2019 bhuvan report (2)
56/120
56
authority may consider necessary, and after affording reasonable opportunity of
hearing to the parties, dispose of the appeal by passing an order in writing and
stating therein the points for determination, the decision thereon and the
reasons for the decision;
(8) The appellant, being consumer, may, either appear in person or authorize
any of his representative to present his case or send his representation with a
request to dispose of the appeal, without being present in person;
(9) The concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer may authorize one or more of its officers or
employees to present its case;
Provided that in case the service provider fails to present its case before the
appellate authority on the date fixed for hearing, the appellate authority may
proceed ex-parte and decide the appeal on merits.
(10) The appellate authority shall decide every appeal within three months
from the date of filing the appeal and pass order in accordance with the
provisions of sub para-7 above;
(11) The order of the appellate authority shall be communicated in writing
within seven days of the order to the appellant and the concerned Section of the
Circle office and/or the concerned SSA head and/or the concerned Nodal
Officer;
(12) The concerned Section of the Circle office and/or the concerned SSA head
and/or the concerned Nodal Officer shall, within fifteen days from the date of
8/7/2019 bhuvan report (2)
57/120
57
receipt of the order referred to above, comply with the order of the appellate
authority and report immediately compliance thereof to the appellate authority;
(13) The appellate authority may decide any appeal with the consent between
the parties at any stage of the proceedings and such appeal shall be treated as
decided with the mutual consent.
8/7/2019 bhuvan report (2)
58/120
58
BSNL SERVICES
8/7/2019 bhuvan report (2)
59/120
59
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.
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.
8/7/2019 bhuvan report (2)
60/120
60
Allthe Phone Plus facilities are available free ofcost with effect from
January 22nd, 2003.
Call Waiting
This facility lets you receive incoming calls even when your telephone is busy.
You will get a short duration pip-pip tone when you are busy talking ,
indicating that another call is waiting for you , provided you have activated this
facility. You can talk to any one of the callers keeping the other waiting.
Complete secrecy of communication between the two callers is maintained.
Abbreviated Dialing
You may be calling a few people very frequently. It is possible to program
these numbers as abbreviated codes of 1 or 2 digits. A maximum of 20
numbers can be programmed for abbreviated dialing. It is ideal for STD/ISD.
Hot Line
You may want to be connected directly to a pre-determined number as soon as
you lift the hand set even without dialing. At the same time you may want to
have the flexibility to dial any other number of your choice. It is possible to
have this facility in the digital exchanges by the delayed hotline feature. The
number of your choice can be programmed by the exchange staff at your
request. After doing so if you lift the telephone and do not dial within 5
seconds , you will be automatically connected to the programmed number.
8/7/2019 bhuvan report (2)
61/120
61
However if you start dialing with in 5 seconds , you can make an outgoing call
as usual.
Call Transfer (Call Forward)
Useful for very mobile persons who may not want to miss incoming calls.
Using this facility Calls can be forwarded to another telephone number
designated by you
Automatic Wake-Up/Reminder CallService
When you want to be given reminder at a specific time, all you have to do is to
call the exchange and leave the time you want to be reminded. The facility
allows you to initiate a call automatically by the exchange at a fixed time
specified by the user of the telephone.
Calling Line Identification (CLI) AnnouncementService Dial 164 and
listen to the number of the phone line that you have used to make the call. Very
useful when in doubt about your phone number
New Telephone Connections
8/7/2019 bhuvan report (2)
62/120
62
Temporary Connections :
Temporary Connections are provided for short period for emergency
requirements of purely temporary nature. Temporary connections are to be
provided for a maximum period of 3 months at a time in the case of private
individuals and 6 months at a time in the case of Government Offices. The
charges for the entire period along with security deposit, installation
charges and rentals will be collected in advance. No waiting list is
maintained for this category.
Casual Connections :
Casual connections are provided to applicants for social/religious functions,
marriages, exhibitions etc., for a period not exceeding 30 days.
Permanent Connections:
These are for the long term uses.
8/7/2019 bhuvan report (2)
63/120
63
India's fastest growing cellular service , along with postpaid and prepaid
services brings cellular telephony to the masses, through innovative technology
and strategic pricing.
This ambitious service uses state-of-the-art GSM technology to attain global
excellence and leadership in business. Our entry into this sector has brought
GSM cellular service at an affordable cost to the common man. All serving a
single objective, to providebettercommunication to millions across India.
Customers have reposed tremendous faith in BSNL and it has enrolled over 30
Lakh Cellular customers within ten months of launch of Cellular service, an
unprecedented mark in Indian Cellular Market.
postpaid
BSNL Mobile offers you a host of value added services and unmatched
features not found in any other Cellular service
As a proud subscriber of BSNL Mobile service you will stay in touch with your
nears and dears any where in India because BSNL Mobile is the only Cellular
8/7/2019 bhuvan report (2)
64/120
64
service which is available in all major cities and covers all major highways.
BSNL Mobile gives you all India roaming facility (including Delhi and
Mumbai) and International roaming facility to more than 300 networks across
the world.
Prepaid
BSNL Mobile prepaid service offers you a host of value added services and
unmatched features not found in any other Cellular service. All India roaming
facility is also available on BSNL mobile prepaid service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk
value of Rs. 50/- is given to all subscribers.
BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150,
300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45,
120 and 180 days respectively.
A host ofvalue addedservices are also available at very economical charges:
Voice Mail Service
Short Message Service (SMS)
All India Roaming
Call Forwarding(within same Service Area)
Call Conferencing
Call Waiting and Call holding facility
8/7/2019 bhuvan report (2)
65/120
65
Wirelessin Local Loop (WLL) Mobile Telephone Connections
BSNL WLL-M is a communication system that connects customers to the
The BSNL Land line network using radio frequency signals instead of
conventional copper wires, for the full or part connection between the
subscriber and the exchange This comes with superior voice quality and high
speed data capabilities. CDMA is popular with more than 100 million
subscribers worldwide, and the number keeps on increasing exponentially.
Terminal Type: Hand Held Terminal.
y Serviceusing Hand Held Terminal (WLL-M service)
In this case, subscriber can carry a small handset of CDMA technology. There
is no antenna or any other equipment at subscribers premises.
y Why Choose BSNL'S BSNL WLL CDMA Mobile
BSNL's WLL BSNL WLL service is the most reliable and affordable
service giving you the best of both fixed line telephony & Mobile
telephony. It offers host of value added services at virtually no cost to
8/7/2019 bhuvan report (2)
66/120
66
our esteemed subscribers. Customer may get the handset by paying
premium approx. Rs. 20/- per month only for the comprehensive policy
taken for the cost of handset.
SERVICES
BSNL WLL-M offers you a host of value-added services:
Voice-mailservice: 24 hour personal call answering service
Call waiting: allows you to receive an incoming call while already
engaged in one call
Call hold: allows you to put a current call on hold and make a second
call
Calldivert: allows you to divert calls within your SDCA
3-waycallconferencing: allows a conference between 3 persons
from your mobile handset.
CLIP (Caller Line Identification Presentation): enables you to view the
number of the calling person when you receive a call
CLIR(Call Line Identification Restriction): enables you to block
presentation of your own number on a called person's phone
8/7/2019 bhuvan report (2)
67/120
67
Internet
BSNL is India's no. 1 Internetservice
provider with morethan 17 lakh
subscribers, providing Internet service
throughout the entire country (except in
New Delhi and Mumbai) under the brand
name of "Sancharnet". Sancharnet provides free all India roaming and enables
it's users to access their accounts, using the same access code (172233) and
user ID from any where in the Country. In order to make Internet available
through out the length and breadth of the Country Internet Dhabas are being
commissioned at all the Block Headquarters. BSNL has also started DIAS and
Account free internet access (CLI based) facility on few select cities recently.
BSNL haslaunched "SANCHARNET CARD" recently. The Sancharnet
Card" is a prepaid Internet Access Card with following features for
customers:
y Self-register for internet access with your choice of userid
y Renew your existing Sancharnet Account
8/7/2019 bhuvan report (2)
68/120
68
y Wide Range of Internet Access Packages
y Web-HostingServiceis also provided by the BSNL. It allows
customers to host their static or dynamic web-sites on BSNL servers.
Web hosting service provides basic features like Web-space (Data
Storage) on servers for hosting HTML pages with browser supported
MIME types, Primary or Secondary Domain Name Hosting, Server
Side Scripting: Perl, Java Servlets, JSP, Database Access( MySQL),
Email Access and Web-email, Multiple Email IDs as per the plan, Ftp
access for uploading and downloading pages as per the plan, Continuous
usage billing for Web, Messaging and FTP etc.
y Web Co-location Service: BSNL provides Internet services to the
customers located in about 450 locations. Web Co-location is an easy
and cost effective solution to house a company's powerful infrastructure
without losing the administrative control on the equipments. Web Co-
location eliminates much of the Infrastructure costs as well as the
maintenance cost of such equipments apart from avoiding the last mile
problems. Web Co-location enables customers equipment/ Servers to
be treated as a part and parcel of the ISP network enjoying all the
facilities as the ISP servers.
8/7/2019 bhuvan report (2)
69/120
69
BSNL is in the process of commissioning of a world class, multi-gigabit, multi-
protocol, convergent IP infrastructure through National Internet Backbone-II (NIB-II),
that will provide convergent services through the same backbone and broadband
access network. The Broadband service will be available on DSL technology (on the
same copper cable that is used for connecting telephone), on a countrywide basis
spanning 198 cities.
In terms of infrastructure for broadband services NIB-II would put India at par with
more advanced nations. The services that would be supported includes always-on
broadband access to the Internet for residential and business customers, Content based
services, Video multicasting, Video-on-demand and Interactive gaming, Audio and
Video conferencing, IP Telephony, Distance learning, Messaging: plain and feature
rich, Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The subscribe
will be able to access the above services through Subscriber Service Selection System
(SSSS) portal.
8/7/2019 bhuvan report (2)
70/120
70
Key Objectives
y To provide high speed Internet connectivity (upto 8 Mbps)
y To provide Virtual Private Network (VPN) service to the broadband
customers
y To provide dial VPN service to MPLS VPN customers.
y To provide multicast video services, video-on-demand, etc. through the
Broadband Remote Access Server (BRAS).
y To provide a means to bill for the aforesaid services by either time-based or
volume-based billing. It shall provide the customer with the option to select
the services through web server
y To provide both pre-paid and post paid broadband services
Technical Capability of the Backbone
The Broadband Service will be given through the state of the art Multi Protocol
Label Switching (MPLS) based IP Infrastructure, which is designed to provide
reliable routes to cover all possible destinations within and outside the country.
Layer 1 of the network will consist of a high speed Backbone comprising of 24
powerful Core Routers connected with high speed 2.5 Gbps(STM-16) links. The
routers are located on the national DWDM network interfacing at STM-16 optical
level to provide for high transmission speeds.
8/7/2019 bhuvan report (2)
71/120
71
What advantage does MPLS have over other Technologies?
MPLS VPN is a technology that allows a service provider like BSNL to have
complete control over parameters that are critical to offering its customers service
guarantees with regard to bandwidth throughputs, latencies and availability.
Services available through Broadband
y High speed Internet Access: This is the always-on Internet access service
with speed ranging from 256 kbps to 8 Mbps.
y Multicasting: This is to provide video multicast services for application in
distance education, telemedicine etc
y Dial VPN Service: This service allows remote users to access their private
network securely over the NIB-II infrastructure.
y Video and Audio Conferencing:
y Content based Services: Like Video on Demand, Interactive Gaming, Live
and time shifted TV
Whatthecustomer needsin orderto be ableto use Broadband?
y BSNL's Bfone (Basic phone) connection
y Personel Computer with 10/100 Ethernet Port
y ADSL CPE (Customer Premise Equipment). This can be taken from
BSNL at nominal rental per month.
When istheservicebeinglaunched
8/7/2019 bhuvan report (2)
72/120
72
The B Servi e has been launched in Bangal re, Chennai, Hyderabad
and Kol ata from 14th January 2005. Soon, it will be extended to more than 200
cities.
Does BS L provi e PC for broadband access
BSNL has tied up with HCL Infosystems Ltd. to launch the
BSNL HCL PC forBSNL broadband customers in the country.
For further details about pricing and configuration please
How do I appl for a BS L broadband connection
For applying a broadband connection you may download the form from this page
and submitthe same at your nearestBSNL Customer Service Center. You may also
apply online by
Web Hosting Services
Anything and Everything on the Net is the culture ofthe day. It has become
essentialto keep the information aboutthe organi ation and selfin the cyberspace.
Web hostingis a service that allows users to post Web pages to the Internet. It
allows users to publish their own information resources to any Internet user
interested in accessing them. Itis a business that provides the technologies and
services needed for web sites to be viewed on the web.
8/7/2019 bhuvan report (2)
73/120
73
Web hostingutilizes the server/client model to distribute content. A web
hostingprovider will offer its clients access to a web server that will push the
clients content to recipients on request. Recipients use web browsers to request
content from the Web over their own Internet connection. BSNL provides the web
hosting server and other technical resources that are required to provide a consumer
with their own customized Web site.
Web hosting services are more advantageous because they are outsourced,
meaning that the physical location of the web server does not reside at the
consumers premises. By outsourcing the Web, the customer effectively transfers
responsibility for maintaining his website to BSNL and obtain access to world-
class capabilities to control IT functions. The administrative control of the website
remains with the customer, though the website is in the BSNL server. Generally,
Web hosting does not include authoring of a Web site or the development of
database-driven components or code. It is incumbent upon the consumer ofWeb
hostingservices to develop this material or have it developed on his or her behalf.
Web hosting is offered to the consumer in multiple formats based upon the
users requirements. These requirements are incumbent upon cost and
infrastructure provided.
The Web Hosting Services of BSNL has been launched and are being
hosted presently through web servers located at New Delhi and Bangalore. The
number of sites will increase based on the demand and the requirement of the
8/7/2019 bhuvan report (2)
74/120
74
customers of the country. By hosting their pages through the Web servers of BSNL
the customer can save lot of access time. As the server is available within the safe
hands of BSNL any modifications required by the customer can be done
immediately to suit the requirements.
The following are the salient features:
y Domain name hosting
y Web Publishing : HTML pages with Browser supported MIME
pages
y Server side scripting: Perl. Java Servlets , JSP
y Web Server: Apache, Tomcat.
y Data base : MYSQL
y SMTP (Exim) and POP3 (apop3d) service for each domain
y Multiple e-mail ids per domain with flexible mail quota possible
y FTP access for uploading /downloading files
y Centralized authentication for SMTP, POP3,FTP and for
administration
y Multiple Web HostingPlans to choose
y Multi user Admin-Administration Console for the management
of services & usage reports.
y Multi User User Administration Console for limited
management of services and usage reports
y Data Transfer quota Exceeded Message Display.
8/7/2019 bhuvan report (2)
75/120
75
y No hard limit on quota
y Round the clock Technical report support through Help Desk
(1957)
Wi-Fi
Wi-Fi Services have been introduced for providing high speed internet access
at convenient public locations hereunder called as Hot Spots. Installation of
Hot Spots is already under process at various cities/ locations.
BSNL Managed NetworkServices
BSNL Managed Network Services is a fully managed Secured Data services,
providing a truly one-stop and a complete experience that significantly reduces
risks and complexities involved in implementing and maintaining a robust IP
network. It brings together all of a business' communications needs in an
integrated offering. With the promise of an integrated platform with one-stop
convenience and fullymanagedexperience, BSNL Managed Network
8/7/2019 bhuvan report (2)
76/120
76
Services is an All-in-One comprehensive bundle of hardware, connectivity
packages and managed services. It is a solution that simply, affordably and
reliably supports your business.
ComprehensiveService Package:
The "One-Stop" promise delivered by BSNL Managed Network Services is
beyond technical integration of the best -in-breed network and hardware setup.
It offers truly executable technical and business propositions for your business
today:
y No CAPEX
y No risk of technical obsolescence
y Scalable according to changing business needs
y One helpdesk number to call for troubleshooting and fault resolution.
y Integrated customer report (Web Based) giving you a complete view of
your network
8/7/2019 bhuvan report (2)
77/120
77
To ensure one stop solution for all connectivity needs, better manageability and
accountability, BSNL offers Managed Network Services which includes
Enterprise Broadband, Internet and MPLS VPN connectivity as completely
managed offering. With an integrated service option, you would enjoy benefit
of an SLA backed network services with convenience of being supported by
single helpdesk number for your network connectivity, hardware related issues.
Other benefits include:
y End-to-end Turn key Implementation (including CPE)
y Proactive management through state of the art NoC
y Periodic reporting facilitating trend analysis
y Capability to provide VPN connectivity from any part of the country.
8/7/2019 bhuvan report (2)
78/120
78
ISDN Has emerged as a powerful tool worldwide for provisioning of
different services like voice, data and image transmission over the telephone
line through the telephone network. ISDN is being viewed as the logical
extension of the digitalization of telecommunication network and most
developed countries are in different stages of implementing ISDN.
An ISDN subscriber can establish two
simultaneous independent calls (except when the
terminal equipment is such that it occupies two
'B' channels for one call itself like in video conferencing etc. ) on existing pair
of wires of the telephone line (Basic rate ISDN) where as only one call is
possible at present on the analog line /telephone connection. The two
simultaneous calls in ISDN can be of any type like speech, data, image etc.
The call setup time for a call between two ISDN subscribers is very short, of
the order of 1 to 2 seconds. ISDN also supports a whole new set of additional
facilities, called Supplementary Services.
8/7/2019 bhuvan report (2)
79/120
79
Connectivity
The ISDN subscriber will have full connectivity, nationally, to other analog
telephone subscribers. At present ISDN services are available to and from
India for the following countries:
o Australia
o Austria Belgium
o Canada
o Denmark
o France
o Germany
o Ireland
o Italy
o Israel
o Japan
o Malaysia
o Netherland
o Norway
o Phillipines
o Singapore
o Switzerland
o Thailand
8/7/2019 bhuvan report (2)
80/120
80
o U.A.E
o United Kingdom
o U.S.A
Services Offered By ISDN
Normal Telephone & Fax (G3)
Digital Telephone -with a facility to identify the calling subscriber number
and other facilities.
G4 Fax
Data Transmission at 64 Kbps with ISDN controller card
Video Conferencing at 128 Kbps
Video Conferencing at 384 Kbps (Possible with 3 ISDN lines)
ATM
Variety ofsupplementaryServicessupportedby ISDN.
o Calling Line Identification Presentation(CLIP)
o Calling Line Identification Restriction(CLIR)
o Multiple Subscriber Number(MSN)
o Terminal Portability(TP)
o Call Hold(CH)
o Call Waiting(CW)
o User to User Signaling (UUSI)
8/7/2019 bhuvan report (2)
81/120
81
transmit data between computer and electronic information devices, BSNL
provides data communication services to its subscribers. It offers a choice of
high, medium and low speed leased data circuits as well as dial-up lines.
Bandwidth is available on demand in most of the cities. Managed leased Line
Network (MLLN) offers flexibility of providing circuits with speeds of n x 64
Kbps up to 2 Mbps. Useful for internet leased lines and international principle
Leased Lines (IPLCs).
For dedicated point to point speech, private wire, tele-printer and data circuits
are given on lease basis. Leased circuits are provided to subscribers for
internal communication between their offices/factories at various sites within a
city/town or different cities/town on point to point basis, or on a network basis
interconnecting the various sites.
Managed Leased LineService(MLLN): The MLLN is a Managed Leased
Line Network system which is proposed to provide Leased line connectivity.
The State-of-the-art technology equipment MLLN is designed mainly for
8/7/2019 bhuvan report (2)
82/120
82
having effective control, monitor on the leased line so that the down time is
very much minimised. Details>>
Services
Speech Circuits (Hot Line or Private Wire) - Local or Long distance
circuits within two locations in a city or between two different cities provided
for the same applicant. The Terminating equipment at both ends is telephone
without dialing facility. Both way signaling and speech is possible.
Data Circuits - Local or Long distance data circuits at different speeds viz.
nx64 kbps and 2 mbps. Data Circuits are of different types:
Pointto Point Data Circuits - Local and Long Distance
Private Data Network- More than one Local or Long Distance leased circuits
converging on a location such that data from one leased circuit can be
transferred automatically to another leased circuit for the same subscriber.
Closed User Group - Leased circuits can be used by more than one legal entity
if they form closed user group. The following categories of user groups
constitute closed user groups for the purpose of licensing Private Telecom
Networks.
1. Producer of goods and his whole -sale traders /agents.
8/7/2019 bhuvan report (2)
83/120
83
2. Provider of service (not being a telecommunication service) and his
whole-sale traders/agents.
3. Producers of same categories of goods.
4. Providers of the same category of service.
5. Holding company and its subsidiaries.
6. Interconnected undertakings.
7. Companies under the same management
8. Travel agents issuing tickets on the member airlines, whose network
they use including the network of a group of member airlines.
9. Computerized Reservations System (CRS) service providers owned by
airlines.
10.Shared networks of banks for use of Automatic Teller Machines
(ATMs), Electronic Points of Sale(EPOS)/credit authorization terminals.
11.Financial institutions registered primarily to deal in securities and their
agents/dealers.
12.Financial institutions registered as Mutual funds and their agents.
13.Financial institutions which are registered as depositories and their
agents/dealers.
14.Other non-banking financial institutions.
8/7/2019 bhuvan report (2)
84/120
84
Recognizing the rising expectations and requirements of the customers, BSNL
endeavors to harness the rewards of telecom revolution. Towards this, we have
redefined the term 'telecom service' by introducing value added services in the
form of intelligent network.
This technology makes possible, time and cost effective services, optimized
solutions, meeting the exact needs of the customers, in additional business for
you.
How it works?
Intelligent Network provides a framework to create various services in a
centralized place independent of the switch. In IN, calls generated by a
subscribers are routed (Circuit Switched) to the nearest Service Switching
Points, which in turn , consults, the Service Control Points (SCP) on high speed
CCS 7 links to get the necessary information for further routing of the call. IN
Services can be used by subscriber connected to any type of exchange using
existing telephones.
Services Offered
Free-phone Service - Call charges paid by the called person. Ideal for service
8/7/2019 bhuvan report (2)
85/120
85
and Tourism industry.
Premium Rate Service - A great tool for professionals to sell priced
information/consultation on phone.
Indian Telephone Card - A pre-paid facility for making local,STD or ISD calls
from any telephone.
Virtual Private Network - Normal telephones programmed to work as cheaper
and flexible - nationwide - private network.
Voice Virtual Private Network - The Voice VPN service enables the
subscribers to establish a private network using public network resources.
Universal Number - A unique number nationwide.
Universal Personal Number - A unique personal number nationwide.
Tele voting - for conducting opinion polls and surveys using BSNL netwo rk.
Account calling Card - For those who want to have a permanent account with
BSNL can make use of this service. This is similar to India Telephone Card.
FREE PHONE (FPH)SERVICE This service is an ideal business promotion
tool for business communities who want their customers to call them free cost.
Totally customer oriented organizations can provide information about their
products, allow customers to place orders or even register their
complaints/suggestions and offer assistance to customers without the user
getting charges.
8/7/2019 bhuvan report (2)
86/120
86
y Any user in the telephone network can call the FPH number free of
charge.
y All the charges are levied on the service number (one who subscribes for
the service and receives the calls).
y For the calling user the calls are free of charge.
y The service subscriber is allotted a FPH Service number (five digits).
For same FPH service number, the subscriber can have many destination
numbers.
y
Any subscriber who is willing to become a free phone subscriber outside
the cities where the IN Switches are installed, the call charges will be as
per the national STD tariff.
y The charges indicated here are FPH service charges and they do not
include the normal charges levied for basic telephones.
PREMIUM RATE (PRM)SERVICE
A subscriber to this service can receive
or make calls using his Universal Personal Number from any BSNL phone.
The subscriber will be given some management codes and password. Using
that he can convert/reconvert any BSNL phone into his Universal Personal
Number. All the calls made by subscriber using his UPN will be billed at his
UPN by the IN platform. The subscriber will be able to get a