Desertation mba BU 2K13

“A STUDY ON A DETAILED COMPARISION OF THE BROADBAND SERVICES

OFFERED BY BSNL WITH THE OTHER BROADBAND SERVICE PROVIDERS IN

BANGALORE.”

Dissertation Report is submitted in partial fulfillment of the requirements

For the award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

Of

BANGALORE UNIVERSITY

The training has been undertaken

By

A…………m

Reg No. 11Y………96

Under the guidance of

Prof. Indumathi R Nagesh

Asst.Professor

Presidency College

PRESIDENCY COLLEGE

BANGALORE – 560 024

Batch: 2011-2013

DECLARATION

I, A………..M, studying at Presidency college, hereby state that this Dissertation report titled, “A

Detailed comparison of the broadband service offered by BSNL with the other broadband

service provider in Bangalore”, submitted by me to the department of Management, Bangalore

university and is submitted in partial fulfillment of the requirement of the MBA Program of

Bangalore University, is an original work carried out by me under the guidance and supervision

of, faculty guide Prof. Indumathi R Nagesh and that the project or any part thereof has not been

previously submitted for a degree/diploma of any University/ Institution elsewhere or published

any time before.

Date: ……………… A………..

Place: Bangalore Register no:11Y……….

ACKNOWLEDGEMENT

The successful completion of the dissertation report has been accomplished with the valuable

guidance and support of numerous people. I owe to their constructive support, which sustained

my motivation. I take this opportunity to express my profound sense of gratitude to all of them.

I express my sincere gratitude to Dr.MJ Arul, Director, and Presidency College for his

invaluable support during my MBA Course.

I am extremely grateful to Prof. I………., my internal guide, for helping me in making this

internship report. His clear thinking and penetrating insight into matters relating to the study has

enabled me to traverse the path with considerable ease.

I would like to thank my parents for their extreme support. Lastly I would like to thank for the

timely help rendered by all whose comments and suggestions has been of much help during this

endeavor.

CERTIFICATE OF ORIGINALITY

This is to certify that the project titled” A Detailed comparison of the broadband service offered by

BSNL with the other broadband service provider in Bangalore”.is an original work of the student

and is being submitted in partial fulfillment for the award of the Master’s Degree in Business

Administration of Bangalore University. This report has not been submitted earlier either to this

university /institution for the fulfillment of the requirement of a course of study.

SIGNATURE OF SUPERVISOR SIGNATURE OF STUDENT

PLACE: ------------------------------ PLACE: -----------------------

DATE: -------------------------------- DATE: -------------------------

TABLE OF CONTENTS

SL.NO

PARTICULARS

PAGE NO.

1.

INTRODUCTION

1-13

2.

RESEARCH METHODOLOGY

14-19

3.

COMPANY PROFILE

20-37

4.

DATA ANALYSIS AND INTERPRETATION

38-72

5.

FINDINGS, RECOMMENDATION & CONCLUSIONS

73-75

ANNEXURE

BIBLIOGRAPHY

CHAPTER: 1

CHAPTER: 2

CHAPTER: 3

CHAPTER: 4

CHAPTER: 5

PRESIDENCY COLLEGE,BANGALORE 1

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INTRODUCTION

Broadband a telecommunication in which a large band of frequencies are available to transmit

information. It is one of the revolutionary technologies with anticipating change in many of the

sectors including business, education and economics. It helps us by providing the trend for high

speed networking and extremely responsive working environments and provide high speed data

rates. In the emerging broadband services market Getting success can only be happened where we

can deliver high quality and high availability of services on time and that leads to success or failure

of any business, broadband service providers must plan a course of action for meeting the

demanding bandwidth and performance requirements of next-generation applications and ensure

a satisfying end-user experience. If they don’t, they will lose a chance on broadband revenue

opportunities, such as the successful delivery of triple-play services, and can lose their customers

to the competition.

http://searchnetworking.techtarget.com/definition/band


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Broad band is one of the best ways to enjoy the high speed internet. For exchanging large volumes

of data, faster responses and fast browsing, research, faster video and audio downloads broad band

is the most appropriate way to do. For the ISP markets better broad band service is the key to gain

the competitive edge in the concerned business because today people need more of advanced

technology and that can happen only with a better internet facilities. Broadband technologies

provide high speed internet connectivity to the users, so it considerably changes the patterns of

internet use. These changing usages, brings considerable growth in electronic commerce and

information technology initiatives and that in turn enhancing the economic growth of any country.

Currently in the developed countries and many developing countries it has become an important

political agenda to develop and maintain a proper broadband structure. BSNL has a world class,

multi-gigabit, multi-protocol, convergent IP infrastructure through National Internet Backbone,

through which it is providing convergent services through the same backbone and broadband

access network. The Broadband service is available on ADSL technology (on the same copper

cable that is used for connecting telephone), on a countrywide basis. BSNL is the only service

provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide

ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network

giving services in every nook & corner of country and operates across India except Delhi &

Mumbai.


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Broadband Introduction-An Overview

Broadband is an often used term referring to a high bandwidth or carrying capacity of a

communications line. To use the water analogy, consider a 3/4 inch pipe as a 'normal' supply line.

In that case a 6 inch water main would provide 'broadband' water. In our context it refers to High

Speed Internet Access. Having a broadband connection means your web pages will load much

faster than they do using your phone line. The FCC definition of broadband is 200 Kbps (.2Mb) in

one direction, and advanced broadband is at least 200 Kbps (.2Mb) in both directions. The

definition of broadband, or high-speed Internet access, is constantly changing and being

challenged. The term is typically used to describe Internet service that is faster than traditional

dial-up Internet access. The National Telecommunications and Information Administration

currently defines broadband as speeds that move data at a rate of 768 Kilobits per second (Kbps)

downstream and 200 Kbps upstream. Broadband comes in different speeds and types. Broadband

connections mean instant access to online information, email, instant messaging and other

communications services available over the internet. For businesses it means communicating more

quickly and more reliably with customers and suppliers. For all of us it means that information can

move into and out of our homes and businesses much more efficiently than it does today.

How is broadband different from dial-up service?

Provides higher-speed of data transmission — more content can fit in the “pipeline”

Provides access to the highest quality Internet services— video, streaming media, VoIP

(Internet phone), online business applications and interactive services

Broadband is always on — does not block phone lines, no need to reconnect to the network.

Less delay when downloading or sending files.

http://mobroadbandnow.com/broadband-101/broadband-speeds/

http://mobroadbandnow.com/broadband-101/broadband-types/


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Why do we need it?

Broadband Internet is one of the key drivers for growth in terms of e-governance, E-Commerce

and online education. A basic Internet connection may not sufficient to drive newer applications

that come up. A huge shift to deploying Software as a Service (SaaS) puts more work on the

network / cloud and hence a good connection is required for an enriched SaaS experience. India

has a further challenge of an immense skew in terms of broadband penetration in rural India,

which is only 25% of the connections available in Top 30 cities.

Definition of Broadband

"A type of data transmission in which a single medium (wire) can carry several channels

at once." Cable TV, for example, uses broadband transmission. In contrast, broadband

transmission allows only one signal at a time. Most communications between computers, including

the majority of local-area networks, use broadband communications. The US Federal

Communications Commission when referring to the internet regards broadband as 200kbps or

more in at least one direction.

A more technical meaning reads: 'Broadband refers to a transmission speed of 1.54 million

bits per second or more using a single medium, such as a wire, that has two or more channels

carrying information at once. Broadband refers to bandwidth and is also known as 'throughput

rate.' It is contrasted with baseband transmission, which transmits only one signal between two

devices, as between a computer and a peripheral, and in contrast to narrowband, which transmits

speeds more slowly, at a speed usually between 64 kilobits and up to 1.54 million bits per second.

Your cable TV connection is capable of giving you speeds in excess of 27 million bits per second.


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Types of Broadband

DSL Broadband

Digital Subscriber Line (DSL) is a technology that delivers broadband over your phone line to

be used in the home or office.

With DSL technology, large volumes of information are sent over a copper cable at rapid speeds.

DSL allows you to download web pages, text, graphics, music and video in real time.


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ADSL Broadband

Asymmetric Digital Subscriber Line (ADSL) is a technology similar to the DSL technology. With

ADSL, information is downloaded more rapidly than it is uploaded. ADSL is particularly useful

for homes and businesses as it can download web pages and files at fast speeds. ADSL2 and

ADSL2+ are new technologies offered by some providers offering speed up to 24Mbps.

Symmetric Broadband (SDSL)

Symmetric broadband (SDSL) is a technology similar to ADSL broadband.

SDSL broadband downloads information at the same speed as it uploads information. Whereas

ADSL broadband downloads the information faster than it uploads it.

This type of broadband requires an extra telephone line.

SDSL broadband is particularly suitable for businesses that send large volumes of information.


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Cable Broadband

There are several ways in which broadband can be delivered to your PC; this type of broadband

is delivered through a cable.

Cable companies also offer television and telephone packages as well as broadband Internet

services.

Cable companies provide broadband, television or phone packages to about 45% of homes and

businesses in the UK. You can only get cable broadband if a company has cabled your street.

Cable providers include ACT.


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Satellite Broadband

There are several ways in which broadband can be delivered to your PC, PC; this type of

broadband is delivered through a satellite.

To receive satellite broadband you must have a dish antenna, and can be used almost everywhere

in India.

There are 2 types of satellite services:

One-way satellite services download information via satellite and upload information via a

telephone or IDSN line.

Two-way satellite services download and upload information via satellite. This provides an even

higher bandwidth and a faster speed.

Satellite transmission may be affected by weather conditions.

The cost of installing and running satellite broadband can be quite expensive compared with

other types of broadband.

Satellite broadband generally has quite high latency (ping times) compared to other broadband,

and so is unsuitable for certain types of Internet Access such as online gaming.

Wireless Broadband

Wireless broadband is one of the ways in which broadband can be delivered to your PC.

This type of broadband requires an antenna to be installed to get connection to the Internet.

Wireless broadband is particularly suitable for distributing information between buildings and

for homes where access to ADSL or cable broadband is unavailable.


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INDIA BROADBAND OVERVIEW

A year after the Government unveiled an ambitious policy to promote broadband use, the Ministry

of Communications is discovering the depressing reality that not all subscribers are ready to make

the transition from dial-up Internet. Costs have dropped by nearly 75 per cent in the 12 months

ended September, but the tariff reduction for 256 kilobits per second connections is rendered

unattractive by restrictions on usage patterns or downloads. The Telecom Regulatory Authority of

India (TRAI), which envisaged a liberal policy framework for broadband, has rightly called for

concerted efforts by service providers to achieve the original goal of 1.5 million connections each

in the private and public sectors by December. Given the relatively slow pace of growth, it would

seem the opportunity to create a competitive and subscriber-friendly regime was lost simply

because the Government was disinclined to share the BSNL and MTNL telephone networks with

the private sector for service provision.

International experience indicates that a mix of entertainment and social benefits has fuelled

expansion of broadband, where subscribers generally have unlimited access to upload and

download content. Music, entertainment and multimedia information-governance, health and

telemedicine, social connectedness, and the availability of information have all actively promoted

its use. In the Indian context broadband has not made the major strides thought possible only a

year ago, in the absence of a wider base of users and active promotion of content creation in areas

such as education, agriculture, health care, and e-governance. It is unlikely this situation will

change dramatically if the "rationing" mindset that limits data downloads is not replaced by a more

progressive outlook. The Indian market will continue to be one of the most sought after markets

for global equipment vendors. The nation promises to offer huge, consistently high growth for the

next several years, judging by its extremely low broadband penetration rates (under 3 million for

a population of 1.1 billion).


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Broadband Internet Adoption in India 2012

India houses a huge population using internet for entertainment and productivity. With growing

heavy and feature rich web activities, dial-up and equivalent internet services have become

obsolete and the need for broadband internet has rose immensely. Broadband internet adoption in

India is at the threshold to witness significant adoption not only in urban areas but also in sub-

urban and rural areas.

The report begins with ‘Introduction’ section covering overview regarding broadband internet

which provides basic idea regarding broadband internet and how it is different from legacy dial-

up or equivalent internet technology. Various internet access technologies are briefly discussed

here for better understanding of the subject in hand. The section also covers a short history of

internet in India, highlighting key moments since 1995, when internet was first introduced in India.

The ‘Market Overview’ section elaborates global & domestic market state of broadband internet.

It is accompanied by a plethora of statistical information regarding broadband in global scenario

as well as in India such as global & domestic market size in terms of subscriber base, penetration

level in various countries, market share according to broadband access technology, and other

related information. The section also elaborates details regarding region-wise data of broadband

and country-wise information in Asia covering total population, subscriber base in 2000 and 2011,

& percentage share compared to total subscriber base in Asia and the world.

The section continues with emphasis on information regarding domestic market including latest

TRAI (Telecom Regulatory Authority of India) updated market size in terms of subscriber base,

projection of growth of the same till 2015, & also for 2017 and 2020. It also enlightens with

information such as current rural usage and projection of growth in the coming years, average

internet speed in India and rural-urban internet subscriber base split from 2008 till 2011 and a

projected growth till 2015. Next state-wise broadband subscriber base and penetration in India is

provided to explore possibility in various states. It is followed by a discussion on broadband service

delivery technology wherein various technologies are briefed with definition & technical

information. The section closes with ‘Market share of Broadband Players’ segment where various

broadband internet service providers are mapped according to their market share with some key

information.


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It is followed by ‘Scope in India’ section which elaborates on various scope areas and verticals for

broadband in India. Special emphasis has been given on rural and sub-urban opportunities as

broadband will be largely driven by these consumers in near future. Specific sectors have been

highlighted with information regarding each of their market state and opportunity areas in the

sectors for broadband internet.

The report continues with ‘Drivers & Challenges’ section elaborating the major furtherance &

impediments for broadband internet adoption in India. Both the ‘drivers’ and ’challenges’ are

equally stressed upon to provide clear idea regarding the probable obstacles and rewards in the

line of business and help vendors take necessary measures.

In the ‘Broadband Service Providers’ section the major broadband ISP vendors are profiled. It

provides information such as corporate & business highlights covering operational & recent

information regarding broadband service offerings, related services & strategic moves regarding

the same. It also provides financial performance for a period of time and key contacts for each of

the players. Key business segment and key geographic segment for each player are provided as

well to provide further clear idea regarding the companies. Also broadband tariffs of each vendor

are provided covering major broadband plans for both general usage and high data usage separately

with information such as product name, broadband speed, bandwidth allowance and price for each

of the service plans.

Next the developments & trends in the domestic market related to broadband services, recent trend

& developments, and government initiatives are mentioned in the ‘Key Trends & Development’

section.

Also, specific prospective areas for broadband ISP vendors in India are discussed in ‘Vendor

Opportunity’ section.


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It is followed by the section ‘Strategic Recommendation’ section which is derived after a

comprehensive analysis of the market state & scope. It suggests key strategic moves which can

help broadband internet adoption to grow in all regions of the country.

The report concludes with a primary conducted in the form of survey in ‘Survey on Broadband

Usage’ section which provides an overall idea of internet consumption pattern and trend in India

along with consumer needs and opinions.

Broadband access technologies have shown explosive growth in large-scale deployment during

the past decade. As of 2007, there are over 300 million of broadband subscribers worldwide. In

the United States alone, broadband Internet access has penetrated over half of U.S. households,

reaching 66 million subscribers in 2007. The number of broadband subscribers will continue to

grow in the years to come.

Today’s broadband applications are mostly driven by Internet users—hundreds of millions of end

users generating terabits per second of Internet traffic, and others by the entertainment industry—

online or broadcasting video and music consuming a large portion of Internet traffic. The huge

bandwidth demands impose a great pressure on broadband access, the technology bridging the gap

between home and Internet backbone. Although it presents a great technical challenge, broadband

access will lead to a great opportunity to develop new applications and services. In previous

sections we have presented various broadband access technologies.

Broadband Scenario in Corporate India

The contribution to the growth of national output in the form of labor productivity improvement

of existing workforce due to ubiquitous broadband deployment in India is estimated at an

approximate 50bn USD for the period 2010-2020 (Source: Deptt of IT and Deptt of Telecom

Ministry of Communication & Information Technology, Gov. of India and CII). In other words,

high speed access to information and web-based communication can make a huge difference in

your enterprise workforce efficiency, which in turn impacts your business economics. But today,

simply having broadband connectivity is not enough.


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What good is ample bandwidth if there aren't enough applications to leverage it effectively? Today,

there is a surge in the number of applications that can be used over broadband. You need sufficient

bandwidth to be able to use them. For that, you need the right broadband connectivity provider,

who can support you in your future growth plans. PC Quest did a survey of mid to large enterprises

in the country to find out the most popular broadband connectivity providers in India, why they're

popular or not so popular, etc.

We tried to determine the average bandwidth being used by organizations in India, and for which

applications. We also try and determine what they're likely to use their connectivity for in the

future and whether their existing bandwidth would be able to handle the additional workload or

not.

Opportunities for Consumers include

Faster Internet access

An "always on" connection so one does not have to wait to "log on" to the Internet

Interactive video and data content

Next generation content, including streaming video and electronic magazines

Ability to play multiple player games with friends in many different locations


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Comparison of BSNL Broadband with other Broadband service provider:

The topic is about a detailed comparison of BSNL broadband services with other major players

in the market. In this we are going to identify various aspect of consumer that are attracting them

towards a particular broadband services. The analysis of customer preferences towards a

particular features of a broadband services are being identified in this study.to measure the

satisfaction level of various customers towards BSNL broadband with that of other broadband

services in the market. This study help us to identify what actually customers are looking for in a

particular broadband services. The study is being conducted to know how the company can go

through some initiatives to cope up with the other broadband services in the market .To analyzes

customer delight in the field of broadband among various broadband service provider in the

market.

Introduction

This project report is about “A STUDY ON A DETAILED COMPARISION OF THE

BROADBAND SERVICES OFFERED BY BSNL WITH THAT OF THE OTHER

BROADBAND SERVICE PROVIDERS IN BANGALORE .”The main aim of this study is to

find out consumer perception, preference and awareness towards broadband services of different

companies. The study is done to find out the preferred factors of consumers regarding broadband

and to study the preference of consumers towards BSNL Broadband with other broadband services

in Bangalore. The study also aims to find out the consumer perception towards the upcoming

technologies in the field of broadband. The study also deals with the question of overall perception

of consumers towards broadband and consumer preference towards various high-tech features of

broadband of various players in the market. The study also looks at the awareness level of

consumers towards after sale services of various broadband in comparison with BSNL. The study

is conducted to make a comparison of the broadband services provided by BSNL with that of other

broadband companies.


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TITLE OF THE STUDY

The title of the study is “A study on a detailed comparison of the broadband services offered by

BSNL with that of the other broadband services provider in Bangalore”.

Literature Review

Broadband is a concept that comes from telephony world. Different service provider will have

different definition of broadband but in general the speed of the broadband must exceed 2Mbps

(Aronsson et al.2003). Broadband connection is faster than narrowband connection and is suitable

for large amount of data transferred (Kidokoro 2007).

Broadband is a generic term used to describe high-speed networking services, that is a set of digital

communication technologies with the capacity to transmit significant amounts of data at a high

rate, supporting the delivery of a range of digital services some or all of which can occur

simultaneously. It is usually a symmetrical service allowing fast in and outbound data capacity.

(Becta, 2003; OECD, 2003). Broadband contributes to national economic competitiveness (ITU,

2003), allowing industry to access distant markets as well as develop and deliver new services.

(Whilst Fransman 2006)

Broadband technology has the potential to enhance the service quality in education and health to

the society (Firth & Mellor 2005). Broadband also offers organizations the improvement of its

efficiency, connection and access towards specific operation that suggest new methods in doing

business and new business model .According to Broadband Stakeholder Group (2003), a lot of

benefits can be gained from broadband usage in higher education. These benefits include ability

to enhance the learning experience, improve cooperation among learning institution, deliver new

potentials and enhance the efficiency in education.

Service quality is defined as level of services and it can be categorized into two critical aspects;

those are operational and relational performance. Operational performance is about physical

services while relational performance concerns on service delivering process. (Stanket al. 1999)

Major beneficiaries of broadband internet services are health, education, transport and banking

sectors. In India, BSNL is the dominant player in broadband segment of telecommunication. BSNL


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is a state owned telecom operator and is offering almost all the telecommunications services from

basic telephony to video conferencing. Besides, it has sizeable market share in rural India. From a

conservative telecom operator controlled by Government of India, it has transformed into more

corporatized entity resulting improved delivery, quality of service. BSNL has presence in almost

all urban areas except New Delhi and Mumbai. By 2006, BSNL had over 450,000 kilometers of

fibre, compared to about 65,000 kilometers of its nearest rival, Reliance (Malik Payal 2008 chap

9).

STATEMENT OF THE PROBLEM

This study that examines the perspectives of the customers, regarding their product and services

information needs, of an Internet Service Providers. Mainly to understand the satisfaction level of

the customer using BSNL Broadband services and it’s the competitive advantages when compared

to that of the competitors. At present, the demand for broadband is increasing. There are many

players in the Broadband industry. To market their service every company is adding new features.

The subscribers are provided with various schemes of broadband service and the market for

broadband have become very competitive this study will help us to compare the perception &

expectation of various customers towards BSNL Broadband service with that of other major

players in the broadband market. The study will enable us to gain certain knowledge on those

issues such as the factors that are influencing customer to choose a particular broadband service.

To analyze the buying behavior of BSNL Broadband with the other competitor the market.

SCOPE OF THE STUDY

To study the expectations of the of customers regarding the product and services offered by BSNL

compare to other broadband services providers in the market and to identify the satisfaction level

of consumer regarding the services provided by different companies in the area of Bangalore.

This study has been conducted to know the general perception of people towards the Broadband.

It helps to clarify how BSNL is different from others and also helps us to know the desired

level of value of BSNL broadband when comparing their services with other companies

providing broadband facilities.


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We come to know about the satisfaction level of customer. This study helps to enhance

the quality of service by comparing various aspect of consumer that helps them to stick

to a particular company.

The study also helps us know the broadband plans of other competitor of BSNL.

This project will also help us in decision making while choosing the broadband service.

OBJECTIVES OF THE STUDY

Today’s customers expect a lot more from the company’s end they expect them to deliver the

services at their door steps; they expect immediate response on subscription of service a quality

driven service .they can pay more for getting better they expect all those features that has to be in

any kind of broadband services and sometimes they expect more of that. This study will helps us

to identify certain objectives such as:

1. To measure the perception of customer towards the BSNL Broadband services with respect

to others in terms of value added services(VAS)

2. For analyzing the after sales services of BSNL Broadband with that of the other

competitive Broadband service providers.

3. To compare and analyze the performance of the BSNL Broadband services when compared

to that of the competitors.

4. To identify customer satisfaction level towards BSNL Broadband service with respect to

other broadband service provider in terms of value for money.

5. To determine the profile of broadband customers.

6. To identify the important & most relevant factors customers looking for while subscribing

to a broadband service.


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METHODOLOGY

Research is absent without the methodology which consists of all the major aspects related to the

research study. Hence the methodology must be planned according to the research design and the

objectives of the study.

As the study is conducted to comparatively analyze the broadband services provided by BSNL

with that of its competitors, the suitable type of research is Descriptive Research where in all the

aspects related to the services as well as the customer expectations are descriptive with of the

information provided by the respondents.

Sources of Data

1) Primary data is directly obtained from the customers freshly and also by directly visiting

to the specific subscriber, Tele-calling and through questionnaires.

2) Secondary data which is available from the company will be analysed and based upon

which the criteria for primary data collection will be decided. Data will also be collected

through internet by visiting company’s official website.

Sampling Method & Sampling Size:

Sampling Technique That Will Be Adopted To Carry Out The Research Is The Convenience

Method. It Is Non-Probability Sampling Technique Where In All Members Of The Populations

Has An Equal Chance Of Selection.

Sample Size:

The sample size included for conducting the study is estimated to100.

PLAN OF ANALYSIS

Collected data were examined by the help of Microsoft office, Ms Excel. Statistical technique like

Descriptive analysis used to evaluate the broadband customers ‘opinion with regard to their

preferences, expectations and satisfaction level about the various services provided by the

broadband companies across Bangalore region of India.


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LIMITATIONS OF THE STUDY

Since the scope of this research investigation is restricted to Bangalore City and to a

limited sample size of the units, the problem of generalization is obvious.

Time and resource constraints

As the sample size is 100 in numbers, the findings may or may not be appropriate

Not all respondents will have willingness to provide all the information with regard to

their service experience.

The study is limited to some parts of Bangalore city

CHAPTER SCHEME

Chapter 1: Introduction

This chapter will include an introduction to the broadband services, internet market, specific

features and an overview of industry in general.

Chapter 2: Research Design

Review of literature and design of study: It includes statement of the problem, objectives of the

study and number of samples.

Chapter 3: Profile of the Industry and Selected Products

This chapter will contain profile of different commodities including nature of business, products

and services, turnover market statue.

Chapter 4: Results, Analysis and Discussions

This chapter will provide an analysis of the data with required interpretations.

Graphs and charts will be used whenever necessary and inference will be drawn from interpreted

data.

Chapter 5: Summary of Findings, Conclusion and Suggestions

This chapter will include findings related to each objective and conclusion & recommendations

would be drawn based on findings.

Bibliography

Annexure


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COMPANY PROFILE

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,

CDMA mobile, GSM Mobile, Internet, Broadband, Carrier

service, MPLS-VPN, VSAT, VoIP services, IN Services etc.

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

public sector unit in India. BSNL has installed Quality Telecom

Network in the country and now focusing on improving it, expanding the network, introducing

new telecom services with ICT applications in villages and wining customer's confidence. Today,

it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM

Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of

OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and

5.5 Lakhs villages. BSNL is the only service provider, making focused efforts and planned

initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator

in the country to beat its reach with its wide network giving services in every nook & corner of

country and operates across India except Delhi & Mumbai. Whether it is inaccessible areas of

Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide

bouquet of telecom services. BSNL is numero uno operator of India in all services in its license

area. The company offers vide ranging & most transparent tariff schemes designed to suite every

customer. BSNL cellular service, CellOne, has more than 17.8 million cellular customers,

garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth

mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its

rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and

92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5

million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line,

DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in

the country. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through the same

Backbone and Broadband Access Network.


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BSNL has been providing narrowband Internet services on all India basis with 432 Internet nodes.

These services are available throughout the country on local call basis with concessional pulse

rates. BSNL supports about 1.6 million dialup subscribers with large number of leased line and

MPLS VPNs subscribers utilizing this infrastructure. In its endeavor to provide the latest & the

best of the services to its customers at the affordable prices, BSNL has drawn huge plans of

providing Broadband Internet services in 198 cities in the country in a phased manner spanning

over next few months.

BSNL has launched these services in the country under the brand name Data One with the

simultaneous launch of same on 14th January 2005 on nationwide basis beginning with four cities

namely Kolkata, Bangalore, Chennai and Hyderabad. BSNL hopes to have about 2.5 million

broadband subscribers in next two years. The subscriber base is increasing at a very fast pace in

all the categories, namely Narrowband, Broadband, MPLS VPNs, etc.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million

with net profit to the tune of Rs.99,390 million for last financial year. BSNL has plans to

expand its customer base from present 47 million lines to 125 million lines in coming years and

also to increase infrastructure investment plan in the next three years. The turnover, nationwide

coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL

the No. 1 Telecom Company of India.


BSNLLL

Areas of Operation

BSNL provides a wide range of services including landline, cellular (GSM and CDMA), Managed

Services Network, MPLS VPN, VSAT, VoIP, VAS, audio, video and web conferencing, internet

and broadband services among others. The company provides Internet services, under the brand

name Sancharnet, through various modes that include Wi-Fi, Broadband, Direct Internet Access

(DIAS), ISDN and PSTN dial-up services. The company also carries on activities of planning,

installing, network integration and maintenance of switching and transmission networks.

The company operates through 26 circles all over India except Mumbai and Delhi. With services

in around 0.55 mn village, 7330 cities/towns and 602 districts, BSNL has a major presence in rural

areas. The company has in-house production units in Mumbai, Jabalpur, Richhai, Bhilai, Kolkata,

Gopalpur and Kharagpur engaged in the production of GSM tower, SIM cards, Pay Phones, Mini

Pillar, MPJ box, CT boxes, Line Jack units, Drop-wire units etc. The National Internet Backbone

(NIB) of the company has 432 points of presence and provides Internet service to approximately

1 mn dial-up customers including about 3.5 mn customers on CLI (caller line identity) basis. This

network helps the company transport IP traffic to every corner of the country.

BSNL has been providing narrowband Internet services on all India basis with 432 Internet

nodes. These services are available throughout the country on local call basis with concessional


BSNLLL

pulse rates. BSNL supports about 1.6 million dialup subscribers with large number of leased line

and MPLS VPNs subscribers utilizing this infrastructure. In its endeavor to provide the latest &

the best of the services to its customers at the affordable prices, BSNL has drawn huge plans of

providing Broadband Internet services in 198 cities in the country in a phased manner spanning

over next few months.

BSNL has launched these services in the country under the brand name Data One with the

simultaneous launch of same on 14th January 2005 on nationwide basis beginning with four cities

namely Kolkata, Bangalore, Chennai and Hyderabad. BSNL hopes to have about 2.5 million

broadband subscribers in next two years. The subscriber base is increasing at a very fast pace in

all the categories, namely Narrowband, Broadband, MPLS VPNs, etc.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820

million with net profit to the tune of Rs.99,390 million for last financial year. BSNL has

plans to expand its customer base from present 47 million lines to 125 million lines in coming

years and also to increase infrastructure investment plan in the next three years. The turnover,

nationwide coverage, reach, comprehensive range of telecom services and the desire to excel

has made BSNL the No. 1 Telecom Company of India.


BSNLLL

BOARD OF DIRECTORS

The Board comprise of 12 Directors, of which 6 [including the CMD] are whole time Directors;

2 Government Nominee Directors and 4 Non-official Part Time Directors. The present

composition is as under.

Chairman & Managing Director- Shri R.K. Upadhyay

Shri Rakesh Kumar Upadhyay, joined BSNL as Chairman & Managing

Director on 30 th April 2011. Shri Upadhyay is a B. Tech in Electronics

Engineering from IT, Banaras Hindu University (BHU). He is also a graduate of Defence Services

Staff College, Wellington and was awarded M.Sc. (DS) degree by Madras University. He has done

MBA in Marketing Management from Indira Gandhi Open University. His career began in

Department of Telecommunications in 1975 after his selection by UPSC for Indian Telecom

Service. In DoT, he gained experience in areas of Planning, Installation and Commissioning,

Commercial Administration and Operations. In October 1996, he proceeded on Deputation to

TCIL, where he remained till August 1999. During his deputation, he successfully worked as

Project Director in the Foreign Projects at Sana and as General Manager in Yemen.

Shri Shahbaz Ali, Govt. Director

Shri Shahbaz Ali, having Master Degree from Patna University, is an officer

of Indian P&T Accounts & Finance Service of 1989 Batch. He is presently

working as DDG (TPF & Accounts) in GOI, Ministry of Communication &

IT, and Deptt. Of Telecom. Shri Ali has wide and varied experience in the field of Telecom Sector

as he has worked in various capacities in Deptt. of Telecom and its Public Sectors, Mahanagar

Telephone Nigam Ltd and Bharat Sanchar Nigam Ltd.


BSNLLL

Director - (CFA) -Shri N.K.Gupta

Shri Naresh Kumar Gupta took over as Director CFA in BSNL on 1st June

20012. Shri Gupta is B.E. from Delhi College of Engineering (DCE), in

Electronics and Communications. He joined the Department of

Telecommunications, Government of India through Indian

Telecommunications Services (ITS) Group A 1978 batch. Since then he has worked in various

capacities in different units of DoT/TEC/BSNL/MTNL and has versatile experience covering

almost all the fields in telecommunications including installation, operations, development and

management of telecom networks, sales and marketing and financial management etc.

Director - (Enterprise) and HRD -Shri A.N.RAI

Shri A.N.Rai assumed the charge of the office of Director (Enterprise) on

19.9.2011. Shri Rai, an officer of Indian Telecommunications Service 1977

batch holds B.Tech Degree in Electronics and Communications Engineering

from BHU Varanasi. Shri Rai, was actively associated with Installation,

Commissioning and Maintenance of Switching equipment’s at various places in the country. He

was also trained in Digital Telephone systems in various countries like UK, Germany and USA.

As senior telecom management professional, he was involved with Development, Operation and

Maintenance of Telecom Services at various places like Allahabad, Kanpur etc. As Deputy

Director General at the Corporate Office, he handled Rural Networking and CMTS areas. Prior to

the joining as Director (Enterprise), he was the Chief General Manager of Orissa Circle of the

BSNL, which bagged the prestigious “Telecom Circle of the Year 2010-11 Award”.


BSNLLL

Director - Finance -Shri K.C.G.K.Pillai

Shri K.C.G.K.Pillai took over the charge of Director (Finance) on 25th April

2012. An MBA in Finance and Post Graduate in Political Science, Shri Pillai,

an Officer of the Indian P & T Accounts and Finance Service-1981 batch,

entered Government Service in 1982. Spanning over a career of 30 years in the P & T Accounts

and Finance Service, he served in the Uttar Pradesh, Gujarat and Maharashtra Telecom Circles of

the Department of Telecommunications; apart from a stint of over 7 Years in the MTNL‘s Finance

Wing. Possess vast experience of Budget, Banking, Treasury Management, Human Resources and

Personnel Management and Procurement Finance.

Shri Ashish Guha Director

Shri Ashish Guha entered upon the office of Director of the Company wef 21

st May 2010. Shri Ashish Guha joined Heidelberg Cement Group in August

2006 as the Managing Director of Heidelberg Cement India Limited. Mr.

Guha consolidated Heidelberg Cement’s entry into India and has been instrumental in

transforming the businesses of the acquired companies.

Shri Ajai Vikram Singh Director

Ajai Vikram Singh was born at Ajmer and had his education at Mayo College

(Senior Cambridge) and Government College (Graduation), Ajmer.

After a short spell in the Private Sector, he joined the Indian Administrative

Service (IAS) in 1967 and, after the initial training, was allotted to the Uttar Pradesh Cadre. He

has served in various capacities in the State and Central Governments, both, in the field and in the

Secretariats.


BSNLLL

Prof. N. Balakrishnan Director

Prof. N. Balakrishnan received his B.E. (Hons.) in Electronics and

Communication from the University of Madras in 1972 and Ph.D. from the

Indian Institute of Science in 1979. He then joined the Department of Aerospace

Engineering as an Assistant Professor. He is currently the Associate Director of the Indian Institute

of Science and a Professor at the Department of Aerospace Engineering and at the Supercomputer

Education and Research Centre.

His areas of research where he has more than 200 publications in the international journals and

international conferences include Numerical Electromagnetics, High Performance Computing and

Networks, Polarimetric Radars, Aerospace Electronic Systems, Information Security, Complex

Social Networks and Digital Library.

CMD - Shri Kuldeep Goyal

Shri Kuldeep Goyal has taken over as Chairman & Managing Director of

BSNL on August 1, 2007. Shri Kuldeep Goyal joined the Indian

Telecommunication Service of Govt. of India in 1972. He is an Engineering

Graduate from IIT Roorkee.

Just prior to taking over as CMD, BSNL, Shri Goyal has worked as Director (Planning & New

Services) and was responsible for planning and execution of strategy for expansion of BSNL's

network.


BSNLLL

Director (Commercial & Marketing)- Shri Rajendra Singh

Shri Rajendra Singh took over as Director (Commercial & Marketing)

BSNL Board on 7th November 2007. He belongs to 1972 batch of Indian

Telecom Service. He obtained his Bachelor's Degree in Electrical

Engineering from Punjab Engineering College, Chandigarh in 1972 and

joined Department of Telecommunications in March 1974. As Director

(Commercial & Marketing) BSNL Board, he is responsible for formulating and implementing

policies pertaining to Commercial, Marketing,

Business Development, Enterprise Business, Regulation and International Long Distance. He is

also responsible for procurement, installation & commissioning of GSM Cellular Mobile

Director (Planning & New Services)-Shri R.K.Aggarwal

Shri Rakesh Kumar Agarwal has done his B.E. from Indian Institute of

Science, Bangalore in 1973 and then M.Tech in Communications from IIT

Delhi in 1975. Thereafter he joined Department of Telecommunications and

worked in various fields of telecommunications


BSNLLL

VISION:

To become the largest telecom Service Provider in Asia.

MISSION:

To provide world class State-of-art technology telecom services to its customers on

demand at competitive prices.

To provide world class telecom infrastructure in its area of operation and to contribute

to the growth of the country's economy.

OBJECTIVES:

To be a Lead Telecom Services Provider.

To provide quality and reliable fixed telecom service to our customer and thereby

increase customer's confidence.

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

its area of operation.

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

promptly.

Contribute towards:

National Plan Target of 500 million subscriber base for the country by December 2010.

Broadband customers base of 20 million in the country by 2010 as per Broadband

Policy 2004.

Providing telephone connection in villages as per government policy.

Implementation of Triple play as a regular commercial proposition.


BSNLLL

World Class services offered by the BSNL:-

1). BSNL Broadband

BSNL offers Internet service with a speed range of 2 Mbps to 8 Mbps across 3,200 towns and

cities. Out of the 612 district headquarters in the country, 585 have broadband connectivity. As

many as 25,000 villages have broadband connections, and by March 2009, one lakh more villages

are expected to be covered. The company’s broadband expansion plan aims at covering all gram

panchayats, government higher secondary schools and public health centers’ as part of its e-

governance project.

For the benefit of its customers, the company offers a number of value-added services such as

television on mobile, radio on mobile, railway PNR status enquiry through interactive voice

response, Collect SMS, multilingual SMS and railway-ticket booking through general packet radio

service (GPRS).

In addition, a host of value-added services are offered though the broadband platform. These

include dial VPN, which allows remote users to access their private network securely over the

BSNL’s National Internet Backbone II infrastructure, VPN on broadband, Internet Protocol


BSNLLL

Television (IPTV) with video-on-demand services, which provides broadcast quality television

and video signals. This service is now available in Pune, Bangalore and Kolkata.

The company is planning to offer more value-added services like Tele-education, mobile

advertisements, SMS notifications to pre-registered friends and family members of customers,

lost-mobile tracking, mobile commerce, subscription-based security service for personal

computers, push e-mail, video tutoring and video surveillance. The company is also planning to

offer total telecom solutions to large corporate houses using mobile technology as part of enterprise

business development.

Thus, while the company continues to provide efficient services to its low-income mainstream

customers, it has also taken care to cover high-end users with its services, in order to provide a

stable source of revenue.

2). BSNL Landline

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.


BSNLLL

3).BSNL Internet

BSNL is India's no. 1 Internet service provider with more than 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 anywhere in the Country.

In order to make Internet available throughout 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.

Web Hosting Services

"Anything and Everything on the Net" is the culture of the day. It has become essential to keep the

information about the organization and self in the cyberspace. Web hosting is 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. It is a business that provides the technologies and

services needed for web sites to be viewed on the web.

Web hosting utilizes the server/client model to distribute content. A web hosting provider will

offer its clients access to a web server that will push the client’s 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.


BSNLLL

Web hosting services are more advantageous because they are outsourced, meaning that the

physical location of the web server does not reside at the consumer’s 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 of Web hosting services 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 user’s 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 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:

Domain name hosting

Web Publishing : HTML pages with Browser supported MIME pages

Server side scripting: Perl. Java Servlets , JSP

Web Server: Apache, Tomcat.

Data base : MYSQL

SMTP (Exim) and POP3 (apop3d) service for each domain

Multiple e-mail ids per domain with flexible mail quota possible

FTP access for uploading /downloading files

Centralized authentication for SMTP, POP3,FTP and for administration

Multiple Web Hosting Plans to choose


BSNLLL

Multi user Admin- Administration Console for the management of services & usage

reports.

Multi User – User Administration Console for limited management of services and usage

reports

Data Transfer quota Exceeded Message Display.

No hard limit on quota

Round the clock Technical report support through Help Desk (1957)

BSNL Web Conferencing

BSNL Web Conferencing Service is made available on our desktop and enables us to conduct

virtual meetings with our partners, suppliers, employers etc. It has the innovative feature such as

Persistent meeting rooms, which simulates physical room environment wherein authorized users

can enter their designated rooms the way do in physical meetings. The users can access the rich

features, apart from multi-point, multi-media (Audio, Video & Data) conferencing service, BSNL

web Conferencing service provides very powerful data conferencing tools to enhance collaboration

among users such as sharing of PowerPoint Presentation, Whiteboard, Documents, & Chat facility

amongst the conference participants, which will significantly aid in increasing the effectiveness of

your business meetings. BSNL Web Conferencing Service does not require expensive end points;

all that you require are a PC, Webcam and an ADSL Connection Ideally suited for users at all

levels in large corporate houses, Small and medium businesses, quality conscious individuals to

enhance collaboration, increase productivity and save costs.

1).Audio Conferencing

Audio Conferencing service allows multiple participants to converse with each other

regardless of their location through the normal fixed line telephone or cellular phone. An audio

conference subscriber can add two or more participants in a particular conference. The customers

can schedule their audio conferences through the Web or through IVR. The service is available to

existing BSNL subscribers only. Any conference scheduled can have both Dial-in and Dial-out

participants. Conference can be scheduled one time or standing. A standing conference is always


BSNLLL

on. The authorized participants have just to dial in a particular telephone number followed by a

password to enter into a conference.

On demand conference can be made. The chairperson can invite several users one by one in the

conference without using the web. He/she has to just dial a number followed by certain number

and the called party number for doing a conference call.

2). Video Conferencing

Video Conferencing service allows multiple participants to converse with each other

regardless of their location through the video end-points or Personal computers. It involves Video

and Audio communication. It's about connecting people. A video conference subscriber can add

two or more video participants in a particular conference. The customers can schedule their video

conferences through the Web. The video conferencing service can be availed by any user through

IP or ISDN interface. The service is available to existing BSNL subscribers only. The Video end-

point required for conferencing should be ITU - H.323/H.320 compliant. Any conference

scheduled can have both Dial-in and Dial-out participants on either IP or ISDN. The customer will

have to procure the video end-point from the market. Personal computer user can download the

software called "PVX" from BSNL's Video Conferencing Portal to avail the Video Conferencing

facility with their web-cam. This software will be made available shortly at BSNL's Video

Conferencing Portal.


BSNLLL

EMPLOYEE’S WELFARE ACTIVITIES

Commitment towards the principles of corporate social responsibilities is inbuilt within the

corporate philosophy of BSNL. A very wide range of welfare programmes, with a focus on the

employees’ welfare is continuously implemented by the Staff Welfare Board of the Company.

BSNL’S corporate social responsibility

Being a state-owned entity, BSNL is active in community and social development efforts. Some

of the activities envisaged under the company’s corporate social responsibility policy are

Adoption and rehabilitation of select villages and blocks in times of natural calamities

and restoration of their infrastructure;

Donation of ambulances to government hospitals;

Provision of PCs with broadband connections to schools for the physically handicapped

and mentally retarded children and orphanages;

provision of GSM public payphones on tricycles and wireless in local loop (WLL) data

connections along with point-of-sale terminals to physically handicapped persons to

enable them to issue railway and air tickets; and

Also organising and sponsoring major sports and cultural events.

BSNL’S ASPIRATION

BSNL has created an aspiration to guide its transformation process. This aspiration was developed

in a very systematic manner and involved interactions and deliberations among employees from

various cadres, designations and geographies.

Be the leading telecom service provider in India with global presence

Create a customer focused organization with excellence in sales, marketing and customer

care.

Leverage technology to provide affordable and innovative products services across

customer segments.

Provide a conducive work environment with strong focus on performance.

Establish efficient business processes enabled by IT.


BSNLLL

PROPOSED STRATEGY TO ACHIEVE ASPIRATION

Having defined this aspiration, we are working on the following key pillars of

transformation

Revitalise the business via –

Focusing on aggressive growth in Mobility (2G/3G), Broadband and Enterprise

segment(i.e., corporate customers)

Reducing churn in the landline (including PCO) business and consolidating our

position in the wholesale business (i.e., NLD)

Venturing into new areas to further drive growth such as infrastructure sharing,

DTH,international expansion among others

Build operations excellence in the following critical areas –

Marketing, sales and distribution

Product innovation and pricing

Customer service


BSNLLL

DATA ANALYSIS AND INTERPRETATION

Analysis and Interpretation plays an important part of any project report based on the historical,

like this project titled “Comparative Analysis of the Broadband services offered by BSNL with

that of the other Broadband service providers in Bangalore”.

The analysis part helps to think on various ways and make the interpretation based on the variables

and inputs which have been accessed during customer survey. Most of the variables are defined

from qualitative to quantitative figures to take appropriate decisions and carry forward any action

to attain the target.

Interpretation helps in defining or explaining the factors of the study and take support of the inputs

to take necessary action and head further. It also helps to explain the quantitative figures through

concepts and understand the results further.


BSNLLL

TABLE NO: 1

Title: Table showing Usage of Broadband service.

Options No of Response Percentage (%)

Yes 76 76%

No 24 24%

Total 100 100%

Graph: 1.1

Interpretation

About 76% of respondent says Yes and about 24% says No.so here we can see that out of 100

people almost 76 are using broadband and 24 number of people are those who are not using it.

76%

24%

BROADBAND USAGE

YES

NO


BSNLLL

TABLE NO: 2

Title: Table showing most favored broadband service provider

Graph: 2.1

28%

18%22%

20%

12%

BROADBAND SERVICE PROVIDER

BSNL

RELIANCE

TATA INDICOM

AIRTEL

OTHERS


Bsnl 28 28%

Reliance 18 18%

Tata Indicom 22 22%

Airtel 20 20%

Others 12 12%

Total 100 100%


BSNLLL

Interpretation

Here we can see that BSNL has got highest no of broadband users, & Tata Indicom is the most

favored broadband service provider after BSNL. The no of users who uses Airtel broadband are

20 and 12 are those who uses none of these broadband services, the reason behind this could be

they are using may be a 3G connection or they opted for mobile internet connection.so we can

conclude that BSNL be the most favored broadband having a percentage of almost 28% of

respondents who are using their services.


BSNLLL

TABLE NO: 3

Title: Table showing type of broadband plans.


Limited 25 25%

Unlimited 61 61%

Night unlimited 14 14%

Total 100 100%

Graph: 3.1

Interpretation

About 25 respondents are those users who uses limited plan & 61 are those who adopts for

unlimited plan, the no of respondents using night unlimited are 14.so we can analyze that

percentage of unlimited users are more than the limited and night unlimited users which is 61% of

people are those who are using unlimited broadband plan. We can identify that people are fonder

of unlimited plans as they found it more reliable and ease of money for them to use the broadband

service to a full extent.

LIMITED25%

UNLIMITED61%

NIGHT UNLIMITED14%

BROADBAND PLAN

LIMITED UNLIMITED NIGHT UNLIMITED


BSNLLL

TABLE NO: 4

Title: Table showing timeframe of broadband service.


6-8 months 18 18%

8-10 months 27 27%

10-12 months 25 25%

More than 1 year 30 30%

Total 100 100%

Graph: 4.1

18%

27%

25%

30%

TIME SPENT

6-8 MONTHS 8-10 MONTHS 10-12 MONTHS MORE THAN A YEAR


BSNLLL

Interpretation

About 30% of the respondent are those who are using their broadband services for more than 1

year.27% of people are those who are using for a period of 8-10 months and 25% of respondents

are being identified who are using their broadband for almost 10-12 months. There are only 18 %

of people who have using their services for 6-8 months.so we come to the conclusion that people

are a need for broadband for almost nevertheless every day at a particular span of time and that

brings them to continue to use a particular broadband service for almost more than a year .Now

broadband has become the most crucial part of their life.


BSNLLL

TABLE NO: 5

Title: Table showing criteria for selecting a broadband service.


Speed 28 28%

Network service 23 23%

Monthly rental 20 20%

All 29 29%

Total 100 100%

Graph: 5.1

28%

23%20%

29%

SELECTION ATRIBUTES

SPEED NETWORK SERVICE MONTHLY RENTAL ALL


BSNLLL

Interpretation

Here after analyzing we found that basically people looks for speed when they choose a particular

broadband service .here about 28% of people are those who check the speed first & then take the

decision, speed being a most relevant factor for them.23% of people are those who select their

broadband service provider on the basis of how their network service work they would opted for

the network connectivity & 20% of people are those who select on basis of monthly rental. With

respect to all these 29% of respondents go for all these attributes while selecting their broadband

service.so we could see that while people choose a particular broadband people are looking for

various factors and among those factors or attributes they give more importance to a single factor

out of those factor, while talking about the factors they are speed, network service, monthly

rental…etc.


BSNLLL

TABLE NO: 6

Title: Table showing broadband uses.


General purpose 37 37%

Downloading 32 32%

Gaming 19 19%

Video conferencing 12 12%

Total 100 100%

Graph: 6.1

GENERAL PURPOSE

DOWNLOADING

GAMING

VIDEO CONFRENCING

BROADBAND USES


BSNLLL

Interpretation

Almost 37% of people who are using broadband for general purpose .in spite of being using that

for general purpose about 32% of people are those who used their broadband for the purpose of

downloading. The other uses of broadband are gaming & video conferencing which got a

percentage of 19% & 12%.so here we can identify that people like to download something and

that’s why they use their broadband most of the time. Sometimes they also spent time on the

internet to play some games or doing a video conferencing & that is also one of the reason that

they use a broadband service as because they get a good broadband speed and that make easy for

them to accesses anything over the internet easily and fast.


BSNLLL

TABLE NO: 7

Title: Table showing broadband that comes to people minds when they think of a broadband.


Bsnl 32 32%

Reliance 18 18%

Tata Indicom 23 23%

Airtel 27 27%

Total 100 100%

Graph: 7.1

32%

18%23%

27%

POPULAR BROADBAND

BSNL

RELIANCE

TATA INDICOM

AIRTEL


BSNLLL

Interpretation

BSNL being the broadband that comes to peoples mind when they are asked for a broadband

company that they find the most popular. Airtel comes after Bsnl which got a percentage of

27%.Reliance & Tata indicom are those that are moderately comes to a customer’s mind.so we

can see that Bsnl is the one with a percentage of about 32% is kind of broadband that comes to

peoples mind when they are asked to think of a particular broadband service. Here we could

interpret that customer’s believes that Bsnl is a broadband that is a most preferable one as they

found it to be more reliable broadband than any other broadband that make them more satisfied

after using it.


BSNLLL

TABLE NO: 8

Title: Table showing ratings of Price of a particular broadband service.

PARTICULARS

PRICE

Bsnl Airtel Tata Indicom Reliance

Below Rs500

32

36

23

35

Rs500-Rs750 25 22 29 17

Rs750-Rs1000 20 21 30 25

Above Rs1000 23 21 18 23

Graph: 8.1

0

5

10

15

20

25

30

35

40

BELOW RS500 RS500-750 RS750-1000 ABOVE RS1000

PRICE

BSNL AIRTEL TATA INDICOM RELIANCE


BSNLLL

Interpretation

Here people who are using broadband for below Rs500 are Bsnl, Airtel, Tata Indicom & Reliance

is 32,36,23,35 no of respondents .so we found that there are more no of people in Airtel who go

for plan 500, where as if we talk about Bsnl as we can see that its 32 no of people who uses Rs500

plan.as compare to these two broadband service provider other service provider such as reliance

and Tata indicom. Tata indicom is having less no of people who uses Rs500 plan. We can also see

that reliance comes after Airtel in using Rs500 plan. While taking category no 2 which is Rs500-

Rs750 plan here we can see that Tata indicom has got the highest no of people as compared to

Bsnl & other broadband users. About 30 people are those who used plan ranging from Rs750-

Rs1000 and that is Tata indicom users, while Bsnl, Airtel & reliance has got 20, 21 & 25 no of

respondents who go for 750 plan. If we take plan more than 1000 we could see that Bsnl & reliance

both have got highest no of people who go for this plan .Airtel got 21 no of people & Tata indicom

got 18.so after analyzing we could see that people are more economical while choosing a particular

plan as we can see that Airtel has got 36 no of people who use plan up to Rs500.


BSNLLL

TABLE NO: 9

Title: Table showing purpose of using broadband service.

Options No of response Percentage (%)

Business 29 29%

Education 35 35%

Communications 19 19%

Other 17 17%

Total 100 100%

Graph: 9.1

29%

35%

19%

17%

PURPOSE

BUSINESS EDUCATION COMUNICATIONS OTHER


BSNLLL

Interpretation

Here we can see that people who are using the broadband their purpose of using it is almost for

educational purpose. About 35% of respondents are using broadband for educational purpose only,

after education it’s been seen that broadband is using for business purpose. Talking about

communication there are about 19% of respondent who use it for communication & 17% are those

who are having some other purposes.so we can come to the conclusion that there are people who

uses it for education purposes only as the can use internet for doing any kind of assignments

projects .etc.


BSNLLL

TABLE NO: 10

Title: Table showing facilities that attracts to customers in broadband.


Speed 29 29%

Good facility 35 35%

Night tariff 19 19%

Validity 17 17%

Total 100 100%

Graph: 10.1

UNIQUE FEATURES

SPEED GOOD FACILITY NIGHT TARIFF VALIDITY


BSNLLL

Interpretation

About 35% of people looks for good facility that attracts them more to choose a particular

broadband service. Almost 29% of people are those who are giving their preferences for speed.

Night tariff & validity got 19% & 17%.after analyzing we found that people while choosing a

broadband they like to have good facility in terms of a good bandwidth and various other aspect.

Here we can also see that they also like to have a good speed and that makes them to stick to a

particular broadband. Night tariff & Validity that comes after these two attributes is also an

important factor for them.


BSNLLL

TABLE NO: 11

Title: Table showing ratings of speed of a particular broadband service.

PARTICULARS

SPEED

Bsnl Airtel Tata Indicom Reliance

Very satisfied

46

37

31

28

Satisfied 29 25 27 21

Dissatisfied 15 21 23 28

Very Dissatisfied 10 17 19 23

Graph: 11.1

46

29

15

10

37

25

21

17

31

27

23

19

28

21

28

23

VERY SATISFIED SATISFIED DISSATISFIED VERY DISSATISFIED

BROADBAND SPEED



BSNLLL

Interpretation

Here it shows that BSNL has got more no of very satisfied customers 46 no of respondents have

rated BSNL as a good speedy broadband, where Airtel is been after BSNL in terms of speed .Tata

indicom & reliance has almost got same kind of speed .we can found out that while we talking

about speed BSNL comes first with respect to other broadband service provider .if we talk about

dissatisfied customer in terms of speed the broadband that has more no of dissatisfied customer is

reliance followed by Tata indicom, Airtel & BSNL.so we can see that BSNL has made to make

their customers more happier by providing them with a good & handsome amount of fast speed.

Airtel also has done the same but yes after BSNL.


BSNLLL

TABLE NO: 12

Title: Table showing ratings of Customer care of a particular broadband service.

PARTICULARS

CUSTOMER CARE

Bsnl Airtel Tata

Indicom

Reliance

Very satisfied

29

34

27

23




Graph: 12.1

0

5

10

15

20

25

30

35

40

VERY SATISFIED SATISFIED DISSATISFIED VERY DISSATISFIED

CUSTOMER CARE



BSNLLL

Interpretation

Customer service is one of the criteria that people expect from the broadband company has to be

good and speedy kind of service .while talking about customer service after analyzing we found

that Airtel is no 1 in terms of customer service support. Their time of attending a customer

complaint is faster than any other broadband service provider. While we are talking about customer

service BSNL comes after Airtel in which people thinks that BSNL has also got a fast and reliable

customer service. Tata indicom and reliance also got a good customer service but obviously they

do comes after Airtel & BSNL.


BSNLLL

TABLE NO: 13

Title: Table showing ratings of reliability of a particular broadband service.

PARTICULARS

RELIABILITY

Bsnl Airtel Tata

Indicom

Reliance

Very satisfied

36

29

25

23




Graph: 13.1

0

5

10

15

20

25

30

35

40

VER SATISFIED SATISFIED DISSATISFIED VERY DISSATISFIED

RELIABILITY



BSNLLL

Interpretation

Talking about reliability we can see that BSNL has got more no of highly satisfied customers

which is 36.airtel comes after BSNL. Whereas if we talk about highly dissatisfied customers we

can see that reliance has got more no of highly dissatisfied customers as comparing it to BSNL,

Airtel & Tata indicom. If we talk about satisfied customers in terms of reliability here we found

that Airtel has got more no of satisfied coustomers.people who think that they are satisfied but at

some point they are dissatisfied with the reliability of their broadband service we can see that

reliance has got more no of dissatisfied coustomer.so finally we could conclude that BSNL is more

reliable or highly reliable comparing to others and reliance has got very low level in terms of

reliability.


BSNLLL

TABLE NO: 14

Title: Table showing most preferable value added service (VAS) in a particular broadband

service.


Speed on Demand 33 33%

Games on Demand 24 24%

Pc secure 28 28%

Website builder 15 15%

Total 100 100%

Graph: 14.1

SPEED ON DEMAND33%

GAMES ON DEMAND24%

PC SECURE28%

WEBSITE BUILDER15%

VALU -ADDED SERVICE

SPEED ON DEMAND GAMES ON DEMAND PC SECURE WEBSITE BUILDER


BSNLLL

Interpretation

About 33% of people are there who would like to have speed on demand as a value added service

that attracts them most. Pc secure is the other kind of a value added service which got a percentage

of about 28% that people are mostly using it. Games on demand & website builder are the other

kind of a value added service that people used.so we could found that people are more centric for

speed, they want speed as a no 1 factor and that they using it or wanted to use it as a value added

service. Pc secure is also important for them as to make their laptops virus free & protected.


BSNLLL

TABLE NO: 15

Title: Table showing percentage of respondents who would like to switch to other broadband

service provider from their current broadband service provider.


Yes 65 65%

No 35 35%

Total 100 100%

Graph: 15.1

YES65%

NO35%

SWITCHING OF BROADBAND


BSNLLL

Interpretation

About 65% of people who would like to shift to other broadband service provider & 35% of people

are those who don’t like to shift to other broadband service provider.


BSNLLL

TABLE NO: 16

Title: Table showing percentage of respondents towards the company they want to adopt.


Bsnl 35 35%

Tata Indicom 18 18%

Airtel 29 29%

Reliance 18 18%

Total 100 100%

Graph: 16.1

PREFERABLE BROADBAND

BSNL TATA INDICOM AIRTEL RELIANCE


BSNLLL

Interpretation

Almost 35% of people are not happy with their broadband service provider that they are currently

using and they wanted to go for BSNL broadband. While talking about Tata indicom & reliance,

they have got same kind of percentage of people which is 18% of people like to go for Tata indicom

& reliance. Airtel would be the 2nd option for them after BSNL to switch from their current

broadband service provider.so after analyzing we can clearly see that there is more no of people

who believes that BSNL is a good broadband and they wanted to switch to BSNL if they had to

deactivate their current account.


BSNLLL

TABLE NO: 17

Title: Table showing percentage of satisfaction level of the customers towards the service

provided by the broadband service provider.


Yes 41 41%

No 59 59%

Total 100 100%

Graph: 17.1

COUSTOMER SERVICE SATISFACTION LEVEL

YES NO


BSNLLL

Interpretation

Almost 41% of people are those who are satisfied with their customer’s service provider. About

59% of people are those who are not satisfied with their broadband customer’s service. So we can

analyze that people are not getting a good customers service and because of that the level of

satisfaction is getting less.


BSNLLL

18. Statement showing. If YES, within how many days was the service provided

No of respondents favored for satisfaction = 41%

Services provided within 2-4 working days by the service provider.

19. in case of no, then the complaint made by the customers.

Complaint Registered by the customers regarding low quality customers service.

Unavailability of customer service executive.

Less response from the Tele calling executive .some time a busy tone sent by the

representative while talking or registering complaint over the phone.

Delay in visiting the premises.

Unable to identify the problem & working towards that.

Lower speed.

Frequent failure to handle a customer.

Network issues.

Varying speeds that almost all the respondents are complaining about.

Sudden breakdown also leads to dissatisfaction among the users.

20. Suggestions given by respondents.

Improving network service.

Company should improve the network service by installing equipment that can give more network

signal to customers.

Giving more bandwidth.

More Bandwidth has to be given by the company, there should increase in the FUP .the limit of

GB restriction has to be increase .if its 20GB restriction then that has to be increase to 50GB.

Increase speed.

Speed need to be increase so that people can download or browse the internet without any

interruption. They can have a Hassel free & fast speed .it will enable them to use the internet easily

and comfortably & that also make them to be a loyal customer of that particular broadband.


BSNLLL

Decrease cost of use.

The company should also decrease the cost of broadband. The monthly plans has to be decreased

so that more people can afford it .by doing this it will help the company to attract more number of

customers.

More value added service for free.

The no of value added service has to be increased. More no of value added services has to give by

the broadband company and that also has to be free .so that it will help then to gain more no of

valuable customer.


BSNLLL

FINDINGS

BSNL is the broadband which is a favorite broadband for the customers.

Market Share of the broadband service providers among the samples is led by

BSNL and followed by Tata indicom,Airtel,& Reliance with 22%, 20% and 18%

share respectively.

If we talk about broadband plans, we can found that most of the customers go for unlimited

broadband plan.

There is a need of internet in our daily life & we can see that people are using broadband

for fulfilling their different kinds of need & most of the people are using it for more than 1

year.

While choosing a respective broadband the reason behind choosing a particular broadband

is more of a speed, in spite of that people choose a broadband on the basis of the network

connectivity of a broadband. Network service is also one of the reason that help them to be

a long term customers.

Most of the people uses broadband for general purpose, followed by downloading, gaming

& video conferencing.

BSNL is the most recognized top of mind brand, when they are asked to think of a

broadband that first come to their mind.

In terms of Tariff /Price Airtel is the lowest priced brand comparing to reliance, Bsnl and

Tata indicom.

Most of the people use their broadband for educational purpose.

Good facility is the main factor that attract the customers towards a particular broadband

service.

Other factor that drives consumer satisfaction are speed, night tariff, validity etc.


BSNLLL

BSNL has got the high speed followed by Airtel, Tata indicom & Reliance.

While talking about customer service we found that Airtel, BSNL and Tata indicom are

found to be the first three brands which have good customer care service.

BSNL, Airtel and Tata indicom are found to be the first three brands which have got the

best reliability feature.

Most preferable value added service which got a highest percentage is Speed on Demand

with 33% followed by Pc secure ,Games on Demand & website builder with 28%,24%

& 15%.

If we talk about customer satisfaction level with the service provided by the broadband

companies we can see that there are almost 41% of people are there who are satisfied &

59% are those who are not satisfied.

RECOMMENDATIONS

BSNL should focus more on advertising and promotional activities so that they can make their

brand occupy a special and distinctive place in the minds of the customers. This will help them to

acquire more number of customers. As speed is becoming more important factor of attraction for

the customer so it’s mandatory for BSNL to increase their speed so that people can browse

smoothly .company should also improve its customer service, the time spent in handing a

customer’s complaint has to be faster so that the waiting time will decrease. It was been suggested

that, company should also introduce some promotional schemes ,such as some discount on

monthly packages has to be given & that will help them to acquire more no of new subscribers.


BSNLLL

CONCLUSION

After analyzing the data , it can be concluded that BSNL is one of the Top of Mind brand among

customers compared to other broadband service providers; BSNL is successful to some extent

in positioning its brand in the market. It has created its strong recalling ability in the customer’s

mindset. BSNL has got a good market share compared to Airtel, Reliance & Tata indicom.

The three important factors that a customer considers in opting for a particular brand of internet

service providers High Speed, Low Price and Reliability. Here Network service also plays a major

role in customer’s minds.

While talking about low priced broadband Airtel is the low priced and BSNL is considered as high

speed brand among broadband service providers, followed by Reliance and Tata Indicom. In terms

of customer care service Airtel is one which provide better than the other competitor in the market.

Reliability is one more factor through which the brands can be successful in the market; BSNL

playing the lead role in this feature, followed by BSNL and Airtel and Tata Indicom as 2nd and

3rd respectively. Most of the people like to have more number of Value added service.


BSNLLL

BIBILIOGRAPHY

BOOKS:

Kotlar Philip & Keller Kevin Lane (2007), Marketing Management, 12th edition, Pearson

Education Publication Singapore Press.

Tull Donalds S & Hawkins Del I (2002), Marketing Research Measurement & Research, 6th

Edition, and Prentice Hall of India limited New Delhi Publication Jai Press.

WEBSITES

www.bsnl.co.in

www.broadbandbangalore.com

www.internet-compared.com

broabandtrafficmanagement.blogspot.com

JOURNALS

Broadband wireless technology in rural India, Bhaskar rammurthi

Department of electrical engineering, TeNeT group Indian institute of technology, Chennai

Revised 27 September 2006: accepted 27 February 2007

NEWSSPAPER AND MAGAZINE

Times of India

http://www.broadbandbangalore.com/

http://www.internet-compared.com/

BIBILIOGRAPHY

BOOKS:

Kotlar Philip & Keller Kevin Lane (2007), Marketing Management, 12th edition, Pearson

Education Publication Singapore Press.

Tull Donalds S & Hawkins Del I (2002), Marketing Research Measurement & Research, 6th

Edition, and Prentice Hall of India limited New Delhi Publication Jai Press.

WEBSITES

www.bsnl.co.in

www.broadbandbangalore.com

www.internet-compared.com

broabandtrafficmanagement.blogspot.com

JOURNALS

Broadband wireless technology in rural India, Bhaskar rammurthi

Department of electrical engineering, TeNeT group Indian institute of technology, Chennai

Revised 27 September 2006: accepted 27 February 2007

NEWSSPAPER AND MAGAZINE

Times of India

http://www.broadbandbangalore.com/

http://www.internet-compared.com/

Desertation mba BU 2K13

Business

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