Summer Project in BSNL

INTRODUCTION

1.1.OUTLINE OF THE PROJECT

In the modern world every thing becomes close to everyone because of the

improvement in the science & technology and also in the research & development.

Innovation of new product changes the life style of common man. in the dynamic

enviroment it has become essential to have competitive edge over others in every sphere

of life.Faster mode of communication for any purpose can provide a solution for this

A Few years back the telephone was considered to be an extra ordinary thing &

status symbol;but now most of the people are using basic telephone services & also

mobile phone has become a part of day today life.

In India cellular phones were introduced in mid of the nineties in the metro cities

but now most of the towns are connected by cellular network including remote villages.

The overcoming of communication barriers has helped everyone to grow

relationship with others. Information & ideas are being exchanged at a faster rate in order

to update & enrich & leading them to prosperity

In order to have proper understanding of this study it is nesscary to discuss some of the

marketing related concepts.

Definitions

Marketing:

Marketing is a social & managerial process by which individuals & group obtain

what they need & want thought creating offering & exchanging products of value with

other.

Products defined as broadly to cover “any thing that can be offered to someone to

satisfy a need or want customer.

Customer Satisfaction

Though customer’s bye an industrial machinery or consumer product or service

oriented products they all expect certain level of satisfaction of particular needs. This

needs-based satisfaction will depend upon customer’s perception of product or service

performance. The satisfaction derived will be in proportion to the difference between

actual performance and perceived performance of a product. The lower the difference the

greater will be the satisfaction.

The satisfaction can be defined as “a person’s feeling of pleasure or his

disappointment resulting from comparing a products perceived performance ( or out

come ) in relation to his or her expectations”.

As this definition makes clear satisfaction is a function of perceived performance

and expectations. If the performance falls shorts of expectations, the customer is

dissatisfied. If the performance matches expectations the customer is satisfied. If the

performance exceeds expectations the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are first

satisfied still find it easy to switch when a better offer comes along. Those who are highly

satisfied are less likely to switch. High satisfaction or delights creates an emotional

affinity with the brand, not first a rational preference. The result is high customer loyalty.

Buyer expectations are influenced by their past buying experience, friends and

associates advice and marketer and competitors information and promises.

Today most successful companies are raising expectation and delivering

performance to match. These companies aiming for T.C.S-Total customer satisfaction.

The challenge of implementing T.C.S is to create a company culture in which every one

within the company aims to delight the customer.

For customer-centered companies, customer satisfaction is both a good and marketing

tool. Companies that achieve that high customer satisfaction rating make sure, that their

target market knows it.

The companies must pay close attention to their customers defection rate ( the rate

at which they lose customers) and take steps to reduce it. Based on this the companies are

recognizing the importance of satisfying and retaining current customers.

The better approach for retention of customer is to deliver high customer

satisfaction.

TOOLS FOR TRACTING AND MEASURING CUSTOMER SATISFICTION

(1) COMPLAINT AND SUGGESTION SYSTEM

A customer – centered organization makes it easy for its customer to deliver

suggestion and complaints. These information flows provide companies with many good

ideas and enable then to act more rapidly to resolve problem.

2) CUSTOMER SATISTFATION SURVEYS:

Most of the times the companies cannot use complaint levels as a measure of

customer satisfaction. Responsive companies offer a direct measure of customer

satisfaction, by conducting periodic surveys. They send questionnaires or make telephone

calls to a random sample of recent customers and ask their satisfaction levels. While

collecting satisfaction data it is also useful to ask addition questions to measure the

customers repurchase intention; this will be normally high if the customers satisfaction is

high.

(3) GHOST SHOPPING:

Companies can hire persons as potential buyers to report their finding on strong

and weak points, their experience in buying the company’s and competitor’s products.

(4) LOST CUSTOMERS ANALYSIS

Companies should concentrate on customers who have stopped buying or who

have switched to learn why this happened. It is important to conduct exit interviews when

customer first stop buying and also monitor the customer’s loss rate which if increasing

indicate that the company is failing to satisfy its customers.

1.1.1NEED OF THE STUDY

Customer satisfaction is must to understand the likes and dislikes of the

customers regarding service

To evaluate understand the channels and how they working.

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

1.1.2. 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

1.2.2.PRODUCT PROFILE:

Cellular Telephone is

A wire-less Telephone network.

Connected to a fixed line network.

One can make and receive all Local, Long Distance and International calls.

It offers valve added service like SMS. Call Divert, Roaming.

BSNL provides excellent audio with digital technology.

BSNL is technologically backed by ERICSSON. which provide the main

switching centre (MSC) and base station.

FUJITSU provides Microwave back bone.

BSNL has many main switching centers (MSC) for better communication.

NETWORK:

Cellular communication network is divided into coverage areas.

In each coverage area there is a base station. In this base station, there is one

tower and Air-conditioned room containing “BSNL” switching radio equipment

Base station helps to receive, send and route calls to users in that area.

All base stations are connected to Main Switching Center (MSC).

Main Switching Center helps in making connection calls, traffic management and

transferring calls, as users move from one coverage area to another, while making

the calls.

Main Switching Center is the link between BSNL Network and Public Switched

Telephone (PSTN) to ordinary telephone and helps to make and receive local,

long distance and International calls

1.2.1.COMPANY PROFILE

This project was conducted in BHARAT SANCHAR NIGAM LIMITED (BSNL),

Ramanathapuram To study the effect of training on Personality Development for group

‘C ‘ employees. Telecommunication service is essential commercial services; run on

profit basis universally. However BSNL has many social obligations, as per Government

of India’s Polices, towards backward classes, underdeveloped areas, socially and

economically backward people and regions. To fulfill all these requirements BSNL has

to expand its network all over and across the country. In the current era of Liberalization,

Privatization and Global Competition, BSNL has to face new challenges of meeting the

competitions with the private operators, along-with upholding the social and Government

obligations.

Chennai Telephones is one of the major Telephone Districts in the country. It

provides integrated Telecom facilities for the metropolitan city of Chennai and its

suburbs. It serves a population of over 6.5 millions and an area of 1105 sq.kms. it

comprises of 115 Telephone Exchanges of different technologies. 100% of network is

Electronic and has 7-category I Customer Service Center and 18 Category II Customer

Service Centers. It has a Centralized In-house Computer cell for Telephone Billing and a

computerized Directory Enquiry System with two remote locations. It provides reliable

communication media for Cellular, Paging and Group EPABX Operators.

A record number of 1,42,618 (net DELs) connections were provided and 2,11,708

net switching capacity was added during the year 2000. BSNL provides a large

number of Telecom Service to its subscribers through its various networks and field units.

Services are growing rapidly with the advancement of technologies in the field of

electronics, computers, television technologies, video, data communication and merger of

all of them in the field of telecommunications. Today’s era is INFORMATION

TECHNOLOGY (IT) revolution and emergence of Multimedia Communications.

Department of Telecom Services is a Government department, drawing its

authority from the Indian TeleCHART Act 1885, and subsequent amendments. To

extend its telecom services, the department has both Technical and Non technical

activities for the provision of the services. The department’s staff are engaged normally

in the following distinct activities: Installation, Operation and Maintenance of the

equipments and lines. Commercial activities and Subscriber Relations such as Customer

care, Billing and Accounting etc. Thus the services of DOT can be segregated in to two

parts: Customer Interface Services, Telecom Services.

The latest trend is to have single window concept for providing the Commercial

Activity Services, Accounts and Billing Related Services, Complaints and Grievances

interface all at one place. These are called Customer Services Center which will provide

the assistance for services like: Application forms for new telephone connection,

Registration of new telephone connection, Accepting requests for additional accessories

and ‘phone plus’ service, Accepting requests for shifts within/outside exchange area in

the districts/SSA, Handling of complaints on Telephone Services, Sale of telephone

directories pertaining to the district/area of the customer service center and other

literature useful to the customers, Issue of duplicate telephone bills by chequ for the area

of service of the district in which the center, Receipt of payment of telephone bills by

cheque for the area of service of the district in which the centers are located, Receipt of

payment of telephone bills by cash, Re-connection of telephone lines which are

disconnected for non-payment in the area/districts of the centers, Copy of waiting list

register of the Telecom District (metro/major/minor) or exchange area, for scrutiny of

customers, Waiting list position in various exchanges areas in SSA, Details of bills of

telephones which are disconnected for non-payment to the concerned customers, PCOs

for making local/STD calls, FAX facility, Telex facility, Receipt of application for grant

of temporary/casual telephone connections, Receipts for disconnection of telephones

under shift, safe-custody or other reasons and applications for barring STD/ISD facility.

Thus to provide the above said services in a better way the organization is

conducting training programme for its employees in various areas especially, to maintain

better customer delight. The training centers of BSNL are grouped in to three: All India

Training Center, Regional Telecom Training Center and Circle Telecom Training Center

or District Telecom Training Center. In this project Personality Development training

given to group ‘C’ employees in District Telecom Training Center is accessed to find its

effect over the employees Performance, Behavior and Attitude after completion of one-

week training programme.

BRIEF HISTORY OF BSNL

Telecommunication is one of the most important infrastructures required for the modern

life. Telephone instrument, which has the capability of practical use, has been introduced

in 1876. The first telephone exchange was established at New Haven, in 1878.

After that, two telephone companies arose and they are: The Oriental Telephone

Company Limited and The Anglo-Indian Telephone Company. By 1881, Government of

India granted original oriental Telephone Company, the license to open Telephone

exchanges at Calcutta, Bombay, Madras, Karachi and Ahmedabad. The first telephone

exchange with 17 connections was commissioned on 19/08/1881 at Chennai. By the end

of the year 1881 the telephone exchange expanded to 24 lines with 40 subscribers.

The direct exchange lines moved from 24 in 1882 to only 350 in 1910. At the

time of renewal of license in 1922, the Government laid three conditions:-

1. The business should pass in to local company.

2. The system should be modernized.

3. The rates have to be raised.

Under the first objective a “RUPEE” Company was formed in 1923 in the

name of “MADRAS TELEPHONE COMPANY LIMITED”.

Since then, the direct exchange line rose to 1244 lines, apart from 1224

subscribers, public call offices were also opened at five places namely,

Central station, Egmore station, Madras Harbor, Salt Cotars.

To overcome the problem of overhead lines, underground cable network were laid

up to Guindy in 1923 and extended to Perambur, Royapuram and Harbour in 1932 and

the exchange lines also raised to 1832. Due to the automation of telephone services and

its use for business promotion, the demand for telephone connection spread over the

South Madras area. In 1929, a satellite automatic exchange of 200 lines capacity was

commissioned at Mount Road exchange In 1932 the exchange was further expanded

Perceiving a galloping growth in future, the Madras Telephone Company conceived a

“New Mount Road” with 1500 lines in 1933 that was commissioned only in 1947.

Due to the increase in the demand for more telephones in South Madras area, the

company decided to open one satellite exchange in the Mambalam area. A Satellite

exchange of 500 lines capacity was commissioned during 1937. In 1944, a 100 lines

satellite exchange was commissioned at St. Thomas Mount. The Chennai Telephones

organization consisting of 115 telephone exchanges with a total equipped capacity of

9,68,243 lines is spread over an area of 1,105 sq. kms. The management responsibility is

vested with the Chief General Manager, Chennai Telephones. He is assisted by 6

General Managers: G.M. (Development, GM (North), GM (South), G.M. (Central), G.M

(Telephone Exchanges) and G.M. (Finance) 33 Deputy General Managers in the common

functions and 5 directors in the area of Financial Advice and Accounting. The

Exchanges and the external plants are maintained by specially trained Divisional

Engineers, Sub Divisional Engineers, Junior Telecom Officers and Technical Staff, who

receive purpose oriented training in Telecom training centers situated in different parts of

the country. They are also given refresher training from time to time to update their

knowledge and skills in the changing technologies increasingly brought into the Telecom

Services.

Telephone systems in Calcutta, Madras, and Bombay were taken over directly by

the Indian Posts and TeleCHARTs department. The exchange at Calcutta has been

named as ‘Central Exchange’. On 30.6.1882 it had 93 numbers of subscribers. In 1985,

Indian P&T was bifurcated and the control of telephone has been transferred to

Department Of Telecom. Now recently in 1999, DOT was further bifurcated into DOT

and DTS service provider, which was incorporated as BSNL from 1.10.2000.

Role of these two departments:-

DEPARTMENT OF TELECOM (DOT)

Government’s policymaking, Licensing and co-ordination of matters relating to telephone service, international relations, promotion of private investment in telecom. Frequency management in radio communication, Nodal department for TRAI, control of ITI and HTL etc

BSNL (DTS)

DTS is the part of the old DOT, which is responsible for providing telecom services in

India. The main function include:- Planning, Engineering, Installation, Maintenance

Management, Operation of voice and Non-voice Telecommunication Services all over

the country.

DOT’S MISSION IS “BETTER COMMUNICATION”

DOT is committed to provide latest in telecommunication technology and the best of the

services to its esteemed customers.

Madras Telephones covers an extensive area of approximately 1,105 sq. kms. The total

area is served by 115 telephone exchanges with a total equipped capacity of 9,68,243

lines of the capacity of EIOB, 15395 lines of EWSD, 133480 lines of AXE-10, 340484

lines of OBC, 25000 lines of FITEX and 78992 of 5ESS.

DOT/BSNL is the biggest telecom service provider of the country. It is having a

vast telecom network, spread throughout the country. All the cities (300) and Towns

(4689) in the country as per 1991 census have access to the telephone network through

telephone exchanges. STD connectivity is provided to all the District Headquarters and it

is planned to extend the same to cover all the Sub-Divisional headquarters/Tehsil Head

Quarters. About 19000 places in the country have STD codes/access. The network is

equipped with the state of the art technologies. Now all the exchange in urban and rural

areas of country is of Electronic Digital type. In rural area almost all telephone

exchanges are of Electronics Digital type. The Network of BSNL can be segmented in to

following networks:

Telephone Network or Public Switched Telephone Network (PSTN)

Telex and TeleCHART Network

Transmission Network

Leased Line Network

Data Network

Satellite Based Network

Chennai Telephones follows the organizational pattern similar to the type followed by

other Metro cities viz. Delhi, Bombay and Calcutta telephones. Like other Central

Government Departments Chennai Telephones preferred departmental form of

organization. In the upper management hierarchy, it has Chief General Manager, at the

top followed by General Managers and Deputy General Managers.

The organizational set up is shown in Figure – 1

The organizational hierarchy wit respect to the department of Telecommunication BSNL is shown in Figure – 2.

1.2.3.ORGANISATION CHART

The Organizational hierarchy with respect to the Department of Telecommunication BSNL is shown in figure 1.2

During the past 2 years a large number of new technologies, new services and

new customer care facilities have been introduced. The new technologies are STM rings,

LNMS, MILLN, WLL, IMPCS, Centrex, Answering Machine Service (AMS), DIAS,

VOIP, WEBFONE, SAMPARK (IVRS based).

The services rendered was categorized into four 1.ISDN 2. INTELLIGENT

SERVICE 3. WLL (Wireless in local loop)

ISDN (Integrated Services Digital Network):

A basic service of ISDN are transmission of voice of 64 kbps, Data Computers,

Data on signaling channel up to 16 kbps and also helps in video conferencing and it also

provides supplementary service for speech calls.

INTELLIGENT SEVICES:

Chennai Telephones in order to meet the demands of the customers including corporate

and business elite group, opened a new service viz. Intelligent Services. IN provides a

framework to create various Value Added Services in a centralized place independent of

the switching equipment in, calls originated by subscribers are routed to the nearest

service switching point (SS0P). It in turn, consults the service control point (SCP)

through high speed CCS7 links.

INET

J.net is India’s x.25 based packet switched public data network. It provides high-speed

connectivity between terminals. It is now being operated in 8 cities. It offers several

advantages like fast call setup. Error-Free data transfer, Multiplexed connection, Low-

cost data transfer, International access etc.

WLL (Wireless in local loop):

WLL is an emerging access network technology based on CDMA (Code Division

Multiple Access). It is provided against places where it is difficult to provide landline

connection immediately.

Two types of WLL services offered by BSNL:

WLL with limited mobility-Tarang Service.

WLL with fixed Lice-FWT Service.

The various customers care steps taken by chennai telephones are:

1. Different modes of bill payment

2. Change number enquiry service.

3. Telephonic reconnection service.

4. Billing information system.

5. Fault docketing through IVRS.

6. CTD website.

Thus Chennai Telephones serves a population of over 6.5 millions where 100% of

the network is electronic having 7 customer service centers of category I 18 customer

service center of category II and provides reliable communication.

DISTRICT TELECOM TRAINNING CENTRE AND ITS TRAINNING CURRICLUM

A host of new technologies were expected to be introduces in the telecom

network. In such a scenario the role of training cannot be ignored. In BSNL, the training

centers are grouped into three: All India Training Center, Regional Telecom Training

Center and Circle Telecom Training Center.

All the Regional Telecom Training Centers (RTTC) are being technically

controlled by BRABRAIT (Bharat Ratna Bhimrao Ambedkar Institute of Telecom

Training). There are about 15 RTTC spread over the country. It plans and order for

induction batches for JTO’s and in-service batches. These centers impart training to the

circle cadres up to the level of Junior Telecom Officers (JTO’s) and also run some need

based in service courses. Nearly, 18 Circle Telecom Training Centers are functioning in

BSNL.

There are about 13 District Telecom Training Center (DTTC) spread over the

country. They are at: Aemedabad/Bangalore, Mumbai (Bandra), Mumbai (Parel),

Calcutta (Ranikutti), Calcutta (Strand Road), Delhi, Hyderabad, Kanpur, Chennai, Pune,

Jatpur, Tiruvilla.

The training institutes of BSNL are imparting training in different areas of

telecom to Junior Telecom Officers (JTOs), Junior Accounts Officers and Personnel from

foreign countries and other departments of Government of India including public sector

undertakings. There are basically 21 types of training courses being offered 1. Induction

and 2. In-service. Induction courses are for imparting training to the newly recruited staff

in various areas of telecom and as such there are pre-recruitment program. The in-service

refresher training courses are of two types: 1. Institutional and 2. Field Training. Both of

them are meant for upgrading the knowledge and skills of the departmental personnel

already working in various fields of telecom.

This study with the in-service course on Personality Development. The various

topics offered under Personality Development are:

Registration and Introduction, Evolution of DOT, Image Building and Role

Identification, Customer Relations, Changes and Challenges, Facilities to Subscribers,

Courteous Behavior, Communication, Workmanship, Team Building, Film Show, Yoga

Class SWOT, Time Management and Meditation.

Stress Management is conducted for two days for the group ‘C’ employees, which

includes customer service centers, cash counters, supervisory post etc., The topics

covered under this programme are: Factors leading to stress, How to overcome and

manage stress, Transactional Analysis and Happier Living.

Various other subjects that dealt are:

COMPUTER:-

Internet, Data Communication, Unix, FoxPro, Oracle, Network Security, OA for

group ‘A’ OA for group ‘B’ and Network.

ACCESS TECHNOOGY:

Overhead lines, Telephone, Sun Access, Technology, UG cable, DLC, WLL and GSM.

MANAGEMENT AND FINANCE:-

Management of telecom equipments, Management of materials, Management of

staff and establishments, Customer care and Building positive attitudes.

A workshop on “Better Driving and Fuel Efficiency” for BSNL drivers is

conducted by ‘Petroleum Conservation Research Association’ for 2 days, on various

aspects related to fuel savings, Traffic Control , Better Driving Habits, etc., are explained.

A ‘Quiz programme’ is also organized for the drivers in fuel savings and driving skills.

Induction Training to TOA (G) for 13 weeks has been given. Thus DTTC offers so many

training Programme for the up gradation of the knowledge, Ability and skills of the

BSNL employees.

IMPORTANCE OF THE STUDY

As the communication becomes very essential in sharing information and ideas

competitive edge can be maintained if the communication is made faster

This study of customer satisfaction helps in identifying the various factors related

to the satisfaction of the customer through which a company can establish loyal

customers and retains its growth by prospective customers

Measuring customer satisfactions becomes very essential for the company to be

effective and efficient by adopting various related measures and forming a suitable

marketing strategy

STATMENT OF THE PROBLEM

Customer satisfaction is considered to be the most important factor as it involves

the retention of the customer and creates brand loyalty and also it forms a base for

attracting prospective customers. Typical elements that constitute customer satisfaction

are; value added service, difficulties in tariffs customer care and timely response to

customer complaints.

This study attempts to find the customer satisfaction of BSNL

1.1.3.OBJECTIVES OF THE STUDY

Primary objective

To find out the customer satisfaction of BSNL in Ramanathapuram town

Secondary objective

To know the importance of cellular communication

To analyze the factors influencing the use of cellular service

To identify the difficulties in BSNL cellular service

To find out the customer expectation of BSNL cellular service.

`1.2.REVIEW OF LITERATURE

To get better understanding of research study it is needless to say that one has to

concentrate on the empirical evidence. So a careful study has been made by the

researcher to review the various studies, which have been conducted earlier in this regard.

Given below are the brief reviews of related research work.

In The year 1998 S.Ezhil Selvan conducted survey on market potential of cellular

phones in chennai. Three hundred respondents were selected by Random Sampling and

Questionnaires were administered to them. The study showed that Businessmen are in top

for using cellular phones. Most of the people are not using cellular phones because of

Higher tariff. The majority of respondents felt that charges were high. These are the

findings of the study.

In the year 2000 Mukthar conducted survey of cellular phone users In Chennai.

The Sample Size was two hundred and fifty respondents’ Data Collected by Primary

Questionnaire Method. The findings were that the advertisement given by the company

was not adequate for Reaching all the potential customers. respondents were not satisfied

with of Escotel. The business people are using the cellular phones.

In The Year 2001, L.Dhinakaran Conducted Study On Customer Satisfaction Of

Cellular Services In Chennai City. 50 Respondents were selected by Random Sampling

and Questionnaires were administered to them. The Study showed that eighty-eighty

percentage of respondents were using BSNL Cellular and Majority of the respondents are

satisfied with the overall performance of the service provider. The respondent wants to

have free incoming calls for further improvement

1.1.4.RESEARCH METHODOLOGY

Research designSince the researcher made an attempt to measure the various contributing factors

of customer satisfaction & their association with selected socio-demoCHARTic variables

a descriptive research design was adopted

Pilot study

Since the researcher made a number of visits to the selected organization to find

out the feasibility of carrying out his research studies. During his visits he had

discussions with territory managers of BSNL. This helped the researcher to arrive at a

research problem

Universe

The present research includes two thousand five hundred subscribers of BSNL

cellular services.

Sampling Design

The researcher used simple random sampling technique using lottery method

(probability method) to draw three hundred respondents from the customer record of

BSNL in Ramanathapuram

Source of Data

The source of data collection was a primary source. The information required for

the study was directly collected from the respondents Secondary sources like company

records were used for collecting the details of the universe.

Tools For Data Collection

The researcher adopted questionnaire method to measure the customer satisfaction

Questionnaire

The questionnaire consists of the following Personal data Importance of communication Influencing factors that opt for cellular communication Value added service Difficulties with service Tariff Customer care New features Other choice of services Suggestion for improving the service

Data Collection Process

The researcher explained the purpose of the study to the customer, He also

explained each and every dimension of the study questionnaire given to respondents and

their responses were recorded It took nearly two months for the researcher it took two

months to collect the data from the respondents

Problems Encountered By the Researcher

Difficulty confronted by the researcher in explaining about each and every

dimension to customer in orders to get accurate data

Some of the respondents were not ready to part with required information

readily.

Researcher had to make extensive travel in the town to conduct the survey. This

has delayed the data collection process to some extent.

TABLE NO: 1

AGE GROUP

AGE GROUPNO OF RESPONDENTS n = 300

PERCENTAGE

20-30 118 39

31-40 102 34

41-50 80 27 CHART NO: 1

AGE GROUP

0

10

20

30

40

Pe

rce

nta

ge

20-30 31-40 41-50

Age of respondents

AGE GROUP

20-30 31-40 41-50

INFERENCE: From the above it is inferred that maximum respondents were with in the age group of 20-30 with thirty nine percentages (39%) The next category being the age group of 31-40 with thirty four percent (34%). The age group of 41-50 falls in the last category with twenty seven percent (27%)

This shows that the cellular service is very popular among the younger generation

TABLE NO: 2

OCCUPATION

AGE GROUPNO OF RESPONDENTS n = 300

PERCENTAGE

BUSINESS 185 62

PROFESSIONALS 64 21

GOVT.EMPLOYEES 51 17

CHART NO: 2

OCCUPATION

0

10

20

30

40

50

60

70

Percentage

BUSINESS PROFESSIONALS GOVT.EMPLOYEES

No of respondents

OCCUPATION

BUSINESS PROFESSIONALS GOVT.EMPLOYEES

INFERENCE:

It is inferred from the above table that majority of respondents belong to business class

that is sixty two percent (62%). In the next, professionals and government employees are

falling under the category of twenty one percent (21%) and seventeen percent (17%)

respectively.

This shows that cellular phone is very much necessary for the business class people for

their business activity.

TABLE NO: 3

INCOME

INCOMENO OF RESPONDENTS n = 300

PERCENTAGE

BELOW 3000 40 13

3000-6000 67 23

6000-9000 111 37

ABOVE 9000 82 27

CHART NO: 3

INCOME

INCOME LEVEL

13

23

37

27

0

10

20

30

40

BELOW 3000 3000-6000 6000-9000 ABOVE 9000

Income range

pe

rce

nta

ge

BELOW 3000 3000-6000 6000-9000 ABOVE 9000

INFERENCE:

The above table shows that people having an of income 6000-9000 form a considerable

percent (37%) people having an income below Rs3000 formed the last category of

thirteen percent (13%).

It can be inferred that as far as income is concerned the choice of cellular phone is

favoured by higher income group people.

TABLE NO: 4

IMPORTANCE OF COMMUNICATION

OPTIONSNO OF RESPONDENTS n = 300

PERCENTAGE

STRONGLY AGREE 136 45

AGREE 164 55

NOT AT ALL AGREE - -

CHART NO: 4



45

55

0

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:

It is inferred from the above table that majority of respondents agree that the

communication should be faster.

TABLE NO: 5

CONVENIENCE OF COMMUNICATION

OPTIONSNO OF RESPONDENTS n = 300

PERCENTAGE

STRONGLY AGREE 143 48

AGREE 157 52

NOT AT ALL AGREE - -

CHART NO: 5



48

52

0


INFERENCE:

From the above table it is observed that majority of respondents feel that cellular phones

are a convenient mode for communication.

TABLE NO: 6

USAGE OF CELLULAR PHONES

YEARSNO OF RESPONDENTS n = 300

PERCENTAGE

LESS THAH ONE YEAR 124 41

1-2 YEARS 132 44

2 YEARS 44 15

CHART NO: 6

USAGE OF CELLULAR PHONES

0

10

20

30

40

50

Percentage

LESS THAHONE YEAR

1-2 YEARS 2 YEARS

Period of usage

USAGE OF CELLUAR PHONES

LESS THAH ONE YEAR 1-2 YEARS 2 YEARS

INFERENCE:

It is inferred from the above table that there are forty four percent (44%) of respondents

are using cellular phones for a period of 1-2 years. Forty one percent (41%) of

respondents are using cell phones for the past one year only. Fifteen percent (15%) of the

people are using cellular phones for more than two years. This shows that mobile

communication has been growing very fast in recent times.

TABLE NO: 7

INFLUENCING FACTORS FOR CELLULAR PHONES

S.NOFACTORS

NO OF RESPONDENTS n = 300

PERCENTAGE

1 REFERENCE 36 13

2 OCCUPATION 142 46

3 CONVENIENCE 68 21

4 SPEEDY COMMUNICATION

54 20

CHART NO: 7

INFLUENCING FACTORS FOR CELLULAR PHONES

INFUENCING FACTORS FOR CELLUAR PHONES

13

46

21 20

0

10

20

30

40

50

REFERENCE OCCUPATION CONVENIENCE SPEEDYCOMMUNICATION

Factors

Pe

rce

nta

ge

REFERENCE OCCUPATION CONVENIENCE SPEEDY COMMUNICATION

INFERENCE:

Above table shows that using cellular phone is very popular among occupational group as

this factor is forty six percent (46%) and factors like convenience, speedy communication

and reference are having lesser influence.

TABLE NO: 8

RANKING OF VALUE ADDED SERVICE

OPTIONNO OF RESPONDENTS n = 300

RANK PERCENTAGE

S.M.S 186 1 62

CALL DIVERT 60 2 20

CALL WAITING 30 3 10

CALL HOLD 24 4 8 CHART NO: 8



62

2010 8

010203040506070

S.M.S CALLDIVERT

CALLWAITING

CALLHOLD

Value added service

Pe

rce

nta

ge S.M.S

CALL DIVERT

CALL WAITING

CALL HOLD

INFERENCE:

It is inferred from the above table majority of respondents, that is sixty two percent (62%)

rank S.M.S. as the value added service followed by first call divert, call waiting, and call

hold ranked as second third and fourth ranks respectively.

From above it is clear that the more value added services like SMS would attract prospective customers.

TABLE NO: 9

Difficulties in service

No DifficultyNo of respondentsn= 300

PERCENTAGE

1 COVERAGE 162 52

2 ROAMING 41 20

3 AIR TIME CHARGES 61 22

4 UNREASONABLE COST 30 10

CHART NO: 9

Difficulties in service

DIFFICULTIES IN SERVICE

52

20 22

10

0

10

20

30

40

50

60

COVERAGE ROAMING AIR TIMECHARGES

UNREASONABLECOST

Difficulties

Perc

en

tag

e

COVERAGE ROAMING AIR TIME CHARGES UNREASONABLE COST

INFERENCE:

From the table it is inferred that majority of respondents fifty four percent (54%) are

having problem in coverage and twenty two percent (22%) respondents are having

difficulty in air time charges fourteen percent (10%) of respondent having problem in

roaming and unreasonable cost respectively.

This indicates that coverage is the main problem among the cellular phones users. This

could play a major and important role in increasing the market share of BSNL.

TABLE NO: 10

Charges and service

OPTIONSNO OF RESPONDENTS n=300

PERCENTAGE

STRONGLY AGREE 51 17AGREE 214 71NOT AT ALL AGREE 35 12

CHART NO: 10 Charges and service

CHARGES AND SERVICE

17%

71%

12%


INFERENCE:

The above table show that majority of respondents are satisfied with the charges for the

service rendered as they are being seventy one percent and only twelve percent (12%)

people are not satisfied.

If can also be inferred though of the customers are satisfied; there is dissatisfaction

among a few which requires attention by the service provider.

TABLE NO: 11

ACCESSIBLITY OF CUSTOMER CARE CENTER


PERCENTAGE

STRONGLY AGREE 105 35AGREE 95 65NOT AT ALL AGREE - - CHART NO: 11

ACCESSIBLITY OF CUSTOMER CARE CENTER

ACCESSIBILTY OF CUSTOMER CARE CENTER

35%

65%


INFERENCE:

It is inferred from the above table that majority of respondents feel that customer care

center is easily accessible as they are being sixty five percent (65%). Another thirty five

percent (35%) also feel that customer care center is easily accessible.

This shows that easy accessibility is of prime importance as far as the customer

satisfaction is concerned.

TABLE NO: 12

RESPONSE RATE OF CUSTOMER CARE CENTER


PERCENTAGE


CHART NO: 12



36%

41%

23%


INFERENCE:

It is inferred from the above table that considerable amount of respondents are satisfied

with the response given by customer care

The respondents who are not satisfied by customer care centre contribute twenty-three

percent of the customers interviewed.

Therefore it also recommended that customer care center should pay more attention in hearing and solving of customer problems.

TABLE NO 13

PROBLEM SOLVING


PERCENTAGE


CHART NO 13

PROBLEM SOLVING

PROBLEM SOLVING

22%

54%

24%


INFERENCE:

It is inferred from the above table that majority of the respondents are satisfied with time

taken to solve a complaint and they contribute 76% of the total. Twenty four percent

(24%) are not satisfied as they feel that the time taken to solve the problem is high.

This shows that majority is satisfied with action of the service provider for their problem.

But still company has to take initiative to solve customer problem, as there is

considerable percentage of ‘not satisfied’ respondents.

TABLE NO 14

TIME TAKEN


PERCENTAGE

STRONGLY AGREE 134 45AGREE 166 55NOT AT ALL AGREE - -

CHART NO 14 TIME TAKEN

PERIOD TAKEN TO SOLVE PROBLEM

45%

55%

0%


INFERENCE:

It is inferred from the above table that majority of the respondents are satisfied with the

time taken to solve their problems by the BSNL. This shows that there is a rapid response

from BSNL.

TABLE NO 15

QUALITY OF SERVICE


PERCENTAGE


CHART NO 15

QUALITY OF SERVICE

QUALITY OF SERVICE

45%

55%

0%


INFERENCE:

It is inferred from the above table that majority of the respondents are satisfied with the

quality of service provided by BSNL

TABLE NO: 16

GRACE PERIOD


PERCENTAGE

YES 246 82

NO 54 18

CHART NO: 16

GRACE PERIOD

GRACE PERIOD

YES82%

NO18%

YES NO

INFERENCE:

It is inferred from the table that a high percentage of respondents (eighty two percentage)

(82%) are highly satisfied with BSNL grace period and eighteen percentage (18%) are

dissatisfied with BSNL grace period.

TABLE NO: 17

AREA OF OPERATION


PERCENTAGE

STRONGLY AGREE 234 78AGREE 66 22NOT AT ALL AGREE - - CHART NO: 17

AREA OF OPERATION

AREA OF OPERATION

78%

22%0%


INFERENCE:

It is inferred from the above table that with seventy eight percent people (78%) is highly

satisfied with BSNL area of operation

This shows that BSNL has larger area of operation in Tamilnadu and their reach is very good.

TABLE NO: 18

TARIFF AND MONTHLY BUDGET


PERCENTAGE

YES 246 82NO 54 18

CHART NO: 18

TARIFFSAND MONTHLY BUDGET

TARIFFS AND MONTHLY BUDGET

82%

18%

YES NO

INFERENCE:

It is inferred from the table that high percentage of respondents (eighty two percentage)

(82%) are highly satisfied with BSNL tariff and eighteen percentage (18%) are not

satisfied with BSNL tariff.

This shows that tariff mostly matches to the respondents budget, but still company

can formulate an acceptable tariff plan which will be accepted to the other category of

respondents also.

TABLE NO: 19

DELIVERY OF BILL


PERCENTAGE

YES 249 83NO 51 17

CHART NO: 19

DELIVERY OF BILLS

DELIVERY OF BILLS

83%

17%

YES NO

INFERENCE:

From the above table it is inferred that high percentage of respondents that is eighty three

percentages (83%) are satisfied with receipt of bills and seventeen percentages (17%) are

having difficulties in receiving bills. The company could take steps to remove the

difficulties in receiving bills of few respondents to enhance the customer satisfaction

level.

TABLE NO: 20

FREE INCOMING CALLS


PERCENTAGE

YES 300 100NO - -

CHART NO: 20

FREE INCOMING CALLS

RESPONSE TO FREE INCOMING CALLS

100%

0%

YES NO

INFERENCE:

It is inferred from the above table that the all respondents are cheered about free

incoming calls.

This strategy of giving free incoming calls should continue in future also to be

competitive.

TABLE NO. 21

DOCUMENTS FOR ACTIVATION


PERCENTAGE


CHART NO. 21



54%

46%

STRONGLY AGREE AGREE

INFERENCE:

From the table it is observed that majority of respondents that is fifty four percent (54%)

feel that the documents needed for activation is must and remaining forty six percent

(46%) also agree on the same choice.

TABLE NO. 22

RECOMMENDATION OF SERVICE


PERCENTAGE

ALREADY DONE SO 132 44DEFINITELY 80 27MAY BE 44 29

CHART NO. 22



44

27 29

05

101520253035404550

ALREADY DONE SO DEFINITELY MAY BE

Options

Per

cen

tag

e

ALREADY DONE SO DEFINITELY MAY BE

INFERENCE:

It is inferred from the above table that the respondents that is forty four percent (44%)

have already recommended the service and twenty seven percent (27%) will definitely

recommend and rest of twenty nine percent (29%) respondents may or may not

recommend service to others.

It is also inferred that majority of respondents are recommending the service to their

friends and relatives. The company should retain such loyal customers in order to

increase their market share.

TABLE NO 23

CHANCES OF SWITCHING OVER TO OTHER SERVCE PROVIDER


PERCENTAGE

RELIANCE 180 60

AIRCEL 58 19

AIR TEL 26 9

BPL 36 12

CHART NO 23

CHANCES OF SWITCHING OVER TO OTHER SERVCE PROVIDER

CHANGES OF SWITCHING OVER TO OTHER SERVICE PROVIDER

60

199 12

010203040506070

RELIANCE AIRCEL AIR TEL BPL

Options

Pe

rce

nta

ge

RELIANCE AIRCEL AIR TEL BPL

INFERENCE:

It is inferred from the above table that majority of respondents that is sixty percent (60%)

choose Reliance as their choice, the next is BSNL with nineteen percent (19%) and only

percentage of respondents choose AIRTEL and BPL

It is also inferred that Reliance is the major competitor for BSNL. The company can

analyze the related factor and counteract accordingly.

TABLE NO 24

FULLFILLMENT OF YOUR REQUIREMENTS


PERCENTAGE

STRONGLY AGREE 161 54%AGREE 139 46%NOT AT ALL AGREE 0 0

CHART NO 24

FULLFILLMENT OF REQUIREMENTS

FULLFILMENT OF REQUIRTMENT

54%46%

0


INFERENCE:

From the table it is observed that majority of respondents that is 54% feels that the BSNL

connection has fulfilled their requirements and remaining 46% also agree on the same

choic

TABLE NO 25

PREPAID SYSTEM

CHART NO 25

PREPAID SYSTEM

PREPAID SYSTEM

13

46

21 20

0

10

20

30

40

50

ATTRACTIVETRAIFFS

PERFECTPULSE RATE

VALIDITYPERIOD

FESTIVELOFFER

Factors

Pe

rce

nta

ge

ATTRACTIVE TRAIFFS PERFECT PULSE RATE VALIDITY PERIOD FESTIVEL OFFER

INFERENCE:

From the table it is inferred that majority of respondents 46% like perfect pulse rate and

21% respondents like validity period and 20% respondents like festival offers and 13%

like attractive tariffs.

This indicates that perfect pulse rate is being liked by most among the cellular users.

This could play major role in an increasing market share.

MEAN METHOD

FACTORSNO OF RESPONDENTS n=300

PERCENTAGE

ATTRACTIVE TARIFFS 36 13PERFECT PULSE RATE 146 46VALIDITY PERIOD 68 21FESTIVAL OFFERS 54 20

METHODOLOGYAn attempt to measure customer care was based on certain dimensions.

Simple random sampling techniques were used in selecting the respondents from

Ramanathapuram town.

The questionnaire used three-point scale, In order to make the interpretation easier the

mean score were converted into percentage score using formula

Percentage score = (mean score-1)* 50

This was done on the assumption that score of one represent 0% and two represent 50%

and three represent 100%

The percentage and mean were used to assess the customer care by

BSNL Cellular Service in Ramanathapuram

S.No. Dimension Mean Score Percentage1 Item1 2.45 72.52 Item2 2.48 74.03 Item3 2.05 52.54 Item4 2.05 67.55 Item5 2.13 56.56 Item6 1.98 49.07 Item7 2.04 708 Item8 2.78 899 Item9 2.54 77

Average mean score = 2.35

In order to assess the customer care nine items were identified and respondent’s

responses were calculated. The item 8 viz wide operating area is more important factor as

it is being Eighty nine percent (89%) and having mean of 2.78. Item no.9 viz documents

needed for activation is the next factor of importance as it has seventy seven percent

(77%) and having mean score of 2.54, item no.2 convenience of communication is being

seventy four percent (74%) and mean score is 2.48. Item no.6 viz time taken by customer

care centre in solving problem is less than average mean score that is 1.98 and item no.3

viz charges collected and service rendered is having of 2.05, this is below the average

mean, The service provider should consider the above factors and take necessary teps to

improve the quality of service.

2.2.1.CHI-SQUARE TESTAim:

This test aims to find out whether there is any difference between occupation and income of respondents for using cellular phone.

Sample: Sample size = 300

Hypothesis: Ho: There is no significant difference between occupation and income of respondents for using cellular phones.

H1: There is a significant difference between occupation and income of respondents for using cellular phones.

TABLE

OCCUPATION/INCOMEBelow3000

3001 to 6000

6001 to 9000

Above 9000

Total

BUSINESS 26 56 56 34 172

PROFESSIONALS 6 6 36 20 68

GOVT.EMPLOYEE 6 6 20 28 60

TOTAL 38 68 112 82 300

CONTINGENCY TABLE

Observed frequency

Expected frequency

(O-E) (O-E)/E

26 21.8 17.64 0.80952 38.9 171.61 4.4156 64.21 67.40 1.40934 47.01 169.40 3.606 8.61 6.81 0.7906 15.41 88.54 5.74636 25.38 112.78 4.44320 18.58 2.02 0.1096 7.6 2.56 0.3376 13.6 57.76 4.2520 22.4 5.76 0.25728 16.4 134.56 8.204

TOTAL 34.004

CALCULATION

ψ² = ∑ (O-E) ² = 34.004 E

Degree of freedom 5% level of significant (c-1) (r-1)= (1-1) (3-1)

Degree of freedom = 6

Calculated value = 34.004Table value = 12.592

INTERPRETATION:

Since calculated value is greater than table value,

Null hypothesis rejected. Therefore there is significant difference between occupation and income of respondents.

WEIGHTED AVERAGE METHOD

Here the weighted average method is used to rank the respondents satisfaction

about the value added service provided by BSNL cellular.

Weighted average = weighted sum Total weight= ∑RW ∑WWhere R = rankW = weight

In the following table the researcher used a four point rating scale to measure and

ranking the satisfaction level about the value added service provided by BSNL. Each

scale was given a score according to its importance starting from 4 to 1.

OPTIONS RANK

1 2 3 4Weighted score

Weighted average

Rank

SMS 186*4=744 82*3=246 16*2=32 16*1=16 1038 103.8 1

Call- divert

60*4=240 192*3=576 28*2=56 20*1=20 892 89.2 2

Call- hold 30*4=120 8*3=24 116*2=232 146*1=146 522 52.2 4

Call- wait 24*4=96 18*3=54 140*2=280 118*1=118 548 54.8 3

From the above table it is inferred that the ranking of value added service provided by

BSNL cellular service. SMS is placed in the first rank weighted with average of

103.8.Call-divert is placed second rank with weighted average of 89.2.Call-wait is placed

in third rank with weighted average of 54.8.And fourth rank being Call-hold with

weighted average of 52.2.This shows respondents prefer and place SMS as their first

choice.

TWO WAY ANALYSIS

NULL HYPOTHESIS (Ho):

There is no significant difference between occupation and influencing.

Factors to purchase cellular phones.

ALTERNATIVE HYPOTHESIS (H1):

There is significance difference between occupation and influencing.Factors to purchase cellular phones.

X1 X1² X2 X2² X3 X3² X1+x2+x3

20 400 8 64 8 64 36

96 784 14 196 10 100 142

28 784 14 196 26 676 68

46 246 4 16 4 16 54

∑x1=190 ∑x1²=2516 ∑x2=62 ∑x2²=1572 ∑x3=48 ∑x3²=856 ∑x1+x2+x3=300

STEP 1 T=∑X1+∑X2+∑X3=190+62+48T=300C.F=T² = (300) ² =7500 N 12 C.F=7500

STEP 2TOTAL SUM OF SQUARESSST=[∑X1²+∑X2²+∑X3²]-C.F=12516+1572+856-7500=7444

STEP 3SUM OF SQUARES BETWEEN COLUMNSSSC=(∑X1) ²+(∑X2) ²+ (∑X3) ²-C.F 4+4+4=10567+961+576-7500=3062D.F=(3-1)=2

STEP 4SSR=36²+142²+68²+54²-7500 3+3+3+3=432+6721.3+1541.3+972-7500=9666.7-7500=2166

D.F=(4-1)=3SSE=SST-(SSC+SSR)=7444-(3062+5228)=2216

Source of variation

Sum of squares

Degree of freedom

Variance F

Between columns

SSC=3062 3-1=2 3062/2=1531 F=1531/722=2.12

Between rows SSR=2166 4-1=3 2216/3=722 F=722/369.3=1.95Residual SSE=2166.6 (2)(3)=6 2216/6=369.3 -

(1)Fc=2.12

Ft(6,2)=19.33

(2)Fc=1.95

Ft(6,3)=8.94

Since calculated value is less than table value at 5% level of significance null hypothesis is accepted.

So there is no significance difference between occupation and influencing factors to purchase cellular phones.

3.1.FINDINGS

Cellular service is very popular among the younger generation.

Business class people for their business activity prefer cellular phones service.

Cellular phone is the choice of higher income group.

Faster mode of communication is essential.

Cellular phones are convenience for communication.

Mobile communication has been launched recently in the town and growing at faster rate.

Occupation is considered as important factors of influencing for having cellular

phones other factors like speedy communication, reference are not having much

influence.

More value added service would attract prospective customers.

Majority of customers are satisfied with the charges collected for service rendered.

The accessibility of customer centre is easy.

The customer care centre should pay more attention on hearing customer’s

problem.

Majority of customers are satisfied with action of the service provider.

Considerable portion of customers are not satisfied with action of the service

provider for their problem solving.

Quality of service by BSNL is as per expectation of the customer.

BSNL has larger area of operation.

Tariff mostly matches to the customer’s budget.

High percentages of customers are satisfied with delivery of bills.

The strategy of giving free incoming calls should continue.

Customers are satisfied with the document needed for activation.

Majority of the customer are recommending the service to others.

As far as switch over is concerned Reliance is customer option.

Wide area of operation is more important factor as it is being Eighty nine percent

(89%), document needed for activation is the next factor of importance with

Seventy Seven percent (77%). Time taken by customer care centre in solving

problem is less than average mean that is Forty Nine percent (49%).

As far as hypothesis is concerned there is significance difference between

occupation and income of customers for using cellular phones.

As far as hypothesis is concerned there is no significant difference between

occupation and influencing factors for using cellular phones.

As far as value added service is concerned SMS is placed in first rank and Call

divert is placed second. Call Wait and Call Hold are placed in third and fourth

rank respectively.

3.2. SUGGESTIONS

BSNL Cellular Service has been rated highly among the customers. The quality of

service also rated as good by the customers. This should be maintained.

Most of the customers opt cellular communication for their convenience. This

should be considered as important factor while designing their marketing strategy.

Customers are expecting more value added service like internet, E-mail, Video

clips, etc. The company can make provisions for this.

The signal strength is weaker in interior places: service provider should increase

the signal strength.

The company can look into restructuring of tariff to maintain competitive edge

over rivals.

The customer care centre should pay more attention in receiving and solving

customer’s complaints.

The free incoming calls are key factor for satisfying customer. The same strategy

should follow in future also.

As the competitors are entering this field in this town the company can formulate

appropriate marketing strategy to retrain existing customers and to attract new

customers.

As the company vision is “BSNL LIMITED strives to be the preferred provider of

mobile communication services in all its area of operation. With the visionary

zeal of a customer oriented and market-driven organization, BSNL abide by its

un deterred commitment to provide customer with viable and cost-effective

solutions in the domain of its expertise at all times” The company should stick to

this and always maintain customer satisfaction.

3.3.CONCLUSION

The study says that most of the customers are satisfied by the service provided by the BSNL. The dissatisfaction is mainly due to delay in the signals. If there are steps taken to resolve the problem the retention of customer will be more and this will satisfy most of the customers increasing value of the service

CHAPTER - IV

QUESTIONNAIRE

I would like to introduce myself as undergoing an MBA program at VEL TECH

MULTI TECH DR.RANGARAJAN DR.SAKUNTHALA ENGINEERING COLLEGE

in management studies with this regard. I need to do a project for the partial fulfillment of

my course

So I request you to co-operate with me by fulfilling this questionnaire. The information

will be used purely for academic purpose.

( LALITH KUMAR.V)

“A study on customer satisfaction of BSNL mobile telephone service in Karikudi

division of Ramanathapuram telephones.”

Survey on BSNL customer satisfaction

Name :

Age :

Occupation:

Business Executive Professor

Student

Income :

1000-3000 3000-6000

6000-9000 Above 9000

Address & Mobile no:

1) Faster mode of communication is very essential in modern days. Strongly agree agree not at all agree

2) Cellular services provide convenience.Strongly agree agree not at all agree

3) How long you had been using the cellular phones?

Less than years 3-4 years 1-2 years above 4 years

4) Please mention the factor that had influenced you to option for this mode of communication.

Reference Occupational Speedy communication Cost effectiveness Service of cellular companies

other factor specify

5) Please rank the following in order of your preference about BSNL value added service

SMS Call-divert Call holding Call waiting

6) Please tick the area of difficulty you come across in BSNL service

Coverage Roaming Voice clarity UN reasonable cost Non-availability of recharge coupon Delivery of message Abnormality in billing

Itemized bill other if any

7) You feel that the charges for service does perfectly match the services rendered

Strongly agree Agree Strongly disagree7) You feel that the BSNL customer care center is easily assessable

Strongly agree Agree Not at all agree

8) The response rate of BSNL customer care center is good


9) The time taken by customer care center to solve problem is very Minimal Strongly agree Agree Not at all agree

11) What is the period taken to attend and solve your problem?

1-2 days 2-4 days with in a week.

12) The quality of services by BSNL is very good.


13) Is grace period provided by BSNL is sufficient for you? Yes No

14) You feel that BSNL has more operating areas.

Strongly agree Agree Not at all agree.

15) Do you feel that BSNL tariff is applicable to your monthly budget?

Yes No

16) Are the bills are promptly delivered?

Yes No

17) Is the incoming free calls useful to you?

Yes No 18) The documents for activation (photo, residential proof) are necessary.

Yes No

19) Would you like to recommend BSNL to others?

Already done so Definitely May be Certainly not

20) If you are to choose the other mobile service which could be your option?

Aircel Airtel Hutch Reliance Bpl None.

21) Please give the reason for above choice.

22) Has BSNL connection fulfilled your requirements?

Strongly agree Agree Not at all agree.

23) State the reason you like in the prepaid system.

Attractive tariffs Perfect pulse rate Validity period Festival offers Any other reason, specify---------------.

24) What are the new features you would like to have in BSNL?

25) Please give your suggestions for improving the quality of service.

CHAPTER – V

REFERENCE

KOTLER PHILIPMarketing ManagementPublished by PrenticeHall of Indian Private LtdTenth Edition-2002

KOTHARI.C.RResearch MethodologyPublished by V.S. Lobri for Wishwa PrakashEight Edition- 2004

GUPTHA.S.C and INDIRU GUPTHABusiness statisticsPublishing House Sixth Edition-2006

JHA and SINGHMarketing ManagementIn Indian PerspectivePublished by Himalaya Publishing HouseSeventh Edition-2006

WEBSITE:www.bsnl.comwww.bs.netonline.com

http://www.bs.netonline.com/

http://www.bsnl.com/

Summer Project in BSNL

Documents

customers satisfaction

high satisfaction

customercentered companies

retention of customer

stotal customer satisfaction

satisfaction levels

clear satisfaction

satisfaction data