Customers Satisfactionofbsnl Services

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A STUDY ON CUSTOMER SATISFACTION FOR BSNLPRODUCTS AND SERVICES

Primary Objective

A study on customer satisfaction for bsnl products and services and its role in

building brand equity for the company

Secondary objectiveascertain the Customers preferences of Land line and Mobile Services.

Land line Services.

BSNL.

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

services.

concludeabout brand equity.

SCOPE OF THE STUDY

This research study is useful for BSNL to understand the expectations and

requirements

for Customers and can serve them in a better way.


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DETAILS OF COMPANY

1 Particulars of organisation

Incorporated on 15.9.2000, vide Registration No. 55-107739, dated the 15th

September, 2000

and became entitled to commence business with effect from 19th September,

2000.

2 Date of incorporation:

The Company (BSNL) took over the .business of providing telecom services and

network

management throughout the country except the metro cities of Delhi and

Mumbai of the

erstwhile service providing departments of the Govt. of India, i.e., the

Departments of

Telecom Services and Telecom Operations i.e. 1.10.2000 pursuant to an MoUsigned

between the BSNL and the Govt. of India.

3 Type of company

Government Company under Section 617 of the Companies Act, 1956.

4 Administrative ministry

Govt. of India, Ministry of Communication and Information Technology,

Department of Telecommunications.

5 Objectives of the company

As set out in the objects clause of the Companys Memorandum of Association.

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

Telecommunications Company providing comprehensive range of telecom

services in India:

Wire line, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT,

VoIPservices, IN Services etc. Presently it is one of the largest & leading publicsector units in India.


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confidence through quality and reliable services.

o National plan target of 10 crore subscriber base for the country by 2010o Broadband customers base of 20 million in the country by 2010

o Telephone in all villages.

o Implementation of Triple play as a regular commercial proposition.

Research Methodology:

DATA SOURCE:

In this study Primary data and secondary data have been used. Secondary data

have been collected from Internet.

RESEARCH APPROACH:

Primary data have been collected through surveys. Personal interview

technique has been used for conducting the survey. Data collection has been

done through the use of structured questionnaire

Methods used in Primary data collection are-

1. Observation method

2. Personal interview

3. Telephone interviews

4. Mail survey

5. Questionnaire method

Methods used in secondary data collection-Secondary data can be obtained from internal sources as well as external

sources.


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Internal sources-

1. Sales record

2. Marketing activity

3. cost information

4. distributor report5. customer feedback

External sources-

1. Government publications

2. journals

3. publication of trade association

4. books

5. magazines

6. newspapers

7. Annual reports

8. research reports

9. Internet

Data collection Techniques Used in Research-

Primary data collection Technique

1. Personal interview

2. Questionnaire methodThe widely used method especially in case of surveys. It is used to obtain

objective & qualitative data. The list of questions is sent to different units of

population to get their response to obtain standardised result that is tabulated

& treated statistically to reach at particular solution

BSNL CUSTOMER SATISFACTION

Internal sources-

1. Marketing activity2. Distributor feedback

3. Customer feedback

External sources-

1. Books

2. Magazines

3. Newspapers

4. Internet-


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Data presentation

After data collection, the role of survey is classification & tabulation of data.

Data is classified in tabulated form for sake of effectiveness. This tabulated

data is then presented in graphical & diagrammatic forms like bar diagram,

column diagram ,pie charts....

Development of hypothesis

Hypothesis is generally considered as the principle instrument in the research

process.

The basic aim of the development of the research hypothesis is to study the

information in the present and then analyse the flows in it and rectify the

situation to gain the advantage in future. Hypothesis made generally enables

the researcher to analyse the population parameters.

A hypothesis is a proposition that attempts to explain a set of facts in a unified

way. It generally forms the basis of experiments designed to establish its

plausibility. Simplicity, elegance, and consistency with previously established

hypotheses or laws are also major factors in determining the acceptance of a

hypothesis. Though a hypothesis can never be proven true (in fact, hypotheses

generally leave some facts unexplained), it can sometimes be verified beyond

reasonable doubt in the context of a particular theoretical approach. A

scientific lawis a hypothesis that is assumed to be universally true.The hypothesis defined must have following characteristics

1. It must be clear and precise

2. It must be capable of being tested

3. It must state the relationship between variable

4. Hypothesis must have limited scope and must be specific

5. It should be simple and understandable and must not have any ambiguity

6. Hypothesis must be consistent with the known facts

7. It must be in accordance with the time allotted for carrying out the research

Analysis of data

Analysis of the data is carried out after classifying the given data and

presenting it in to various forms as discussed above.

The analysis is carried out by defining the suitable hypothesis and applying

various statistical tools as listed below

1. Chi-square test

2. T-test

3. F-test

4. Z-test


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5. ANOVA.

The test is applied as per the requirement of the research and the nature of

the data collected.

The data is collected in qualitative and Quantitative form. The table values are

compared with the calculated value to arrive at the conclusion. And based onthese conclusion the various recommendations are drawn.

Study on customers Satisfaction:

Designed Questionnaire

Bharat Sanchar Nigam Ltd

Name : - _______________________________________

Age____________________

Gender:-

Male Female

Occupation: -

______________________________________________________________+

1. Are you aware of BSNL Services?

Yes No

2. Which of the following Landline Services you are using currently

a. BSNL b. Tata Indicom c. Reliance d. Airtel.

e. Any other please mention.

3. How familiar are you with BSNL Services

a. Very familiar (use on regular basis).

b. Some what familiar (use it only some times).

c. Familiar but never used it.d. Never heard of service before.

4. Rate the Performance of BSNL

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent

5. Do you find difficulty in "Consumer service Centres" of BSNL

Yes No


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6. Have you asked For duplicate Telephone bills when the original bill is not

received

Yes No

7. How frequently do you wait in queue for your queryMostly Rarely Never

Yes No

9. Rate the BSNL on the following grounds

Excellent Good SatisfactorY Poor Very Poor

BRAND

Excellent Good Satisfactor

y Poor Very

Poor

Quality

Affordability

Availability

Services

10. Do you use any other services if yes then compare them on the basis of

following parameters BSNL

Excellent

Good

SatisfactorY

Poor

Very Poor

11. How satisfied are you with the Tariff plan of BSNLa. Highly satisfied b. satisfied c. Neutral d. dissatisfied

e. Highly dissatisfied

9. How satisfied are you with the network of BSNL

a. Highly satisfied b. satisfied c. Neutral d. dissatisfied


12. How satisfied are you with the cost of BSNL

a. Highly satisfied b. satisfied c. Neutral d. dissatisfied



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13. Rate the last three services that are provided at BSNL Service centre Other

Excl

Good

Satisfactory

PoorVery Poor

14. How long are you using the BSNLservices?

Less than 1 year 1 - 3 year 3 - 5 year

5 - 10 year More than 10 year

15. How do you recommend BSNL services to others

1 2 3 4 5 6 7 8 9 10

16. Rate the treatment given at the BSNL Customer Service Centre

1 2 3 4 5 6 7 8 9 10

Very Poor Excellent

17. Rate the BSNL service Centre as far as organizing is concerned (Layout of

the Service

Centre )1 2 3 4 5 6 7 8 9 10

18. Compared with others would you say that BSNL is

a. Much better b. Some what better c. About the same

d. Some what worse. e. Done to know (or) Never used.


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SUGGESTIONS

From the research study, it has been found out that the Customers are veryparticular about the Quality of the Telecom services and hence they want BSNL

to increase the Quality of BSNL services by providing the Customers with some

Value added services (Plans & schemes).

BSNL may also introduce some sales promotion such as cash discounts;

Quality discounts hence the promotional activities would further strengthen

the market share of the Company.

It seems that audio visual advertising specially new advertises of BSNL on

television plays an important role to come in focus in front of customers, while

outdoor adds like on state transport buses, banners while in case of print

advertising in newspapers also shows good response from customer. So

company can strengthen its presence by Focussing on such types of

advertisements.

Basic strength for BSNL is Availability and trust of the customer on the same

platform company should make efforts to be in leadership position becauseTelecom sector today is very competitive due to presence of strong players &

entry of new players.

Company can also promote performance of Franchisees by giving good

profit margin on sale of products & services which will be helpful to increase

sale as distributor & retailers are close to end customer &they are well aware

of customers requirements & expectations.

BSNL service in the respected area always seems to be successful in winningcustomers trust by providing good service on the same platform company can

grab more market by providing some Value added services, schemes, plans in

rural areas.

Because all the private players are capturing market on the basis of Value

added services & affordability.

BSNL SIM cards should be made available in retailer shop, because after

study it found that when customer want to purchase BSNL SIM then he/she

have to approach BSNL exchange in the area.


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Sometime customers have to wait for some days on application for service

but private players provides service on the same day of application, so efforts

should be made to provide service within a day. Because the extensive time lag

between submission of application and receiving of a telephone connection

had made some respondents switch over to other service providers.

College going students and also some professionals switch to other services

due to attractive plans of private players. The attractive plans are like free calls

& mobileinternet played an important role to grab market so BSNL should

focus on such plans to attract the customers.

Today most of the customers are using mobile internet (GPRS/WAP/MMS).

But BSNL is not strong in such plans to attract the customers due to low

internet speed & more charges compared to competitors so these plans should

be made available at affordable rate & good speed.

When customer apply for BSNL broadband service then he/she have to wait

for about 10-15 days to get service so most of the customers specially needy

customers do not prefer BSNL broadband so effortsmust be taken to provide

service as soon as possible.

Most of the customers are not aware of all type of plans & schemes soawareness is low regarding the plans so BSNL should make the efforts to the

larger extent to the customer.

BSNL may reduce the monthly rentals of landline service.

Conclusion:

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

about the Customers expectations.

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

understanding their Customers.

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

to understand about their Customers in Landline as well as Mobile services.


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Wibliography

1. http://www.bsnl.co.in/company/growth.htm

2. www.google.com

3. www.wikipedia.org.

4. www.bsnl.co.in
http://www.bsnl.co.in/company/growth.htmhttp://www.bsnl.co.in/company/growth.htmhttp://www.google.com/http://www.google.com/http://www.wikipedia.org/http://www.wikipedia.org/http://www.wikipedia.org/http://www.google.com/http://www.bsnl.co.in/company/growth.htm

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