ST.ALOYSIUS COLLEGE
2015-2016 CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES SUBMITTED BY: SHAHUL VARGHESE
ST.ALOYSIUS COLLEGE
A PROJECT ON CUSTOMER SATISFACTION OF BSNL PRODUCTS AND SERVICES
SUBMITTED IN THE PARTIAL FULFILLMENT OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF MRS. PEARLY JACOB
SUBMITTED BY Shahul Varghese BBA (6TH SEMESTER) Enrolment No-
SUBMITTED TO DEPARTMENT OF MANAGEMENT STUDIES ST. ALOYSIUS COLLEGE AUTONOMOUS JABALPUR SESSION: 2015-2016
PREFACE
The research provides an opportunity to demonstrate the applications of knowledge, skills and competence required during the technical session to evaluate the performance and to provide feasible recommendations on the provide data. The research is on the topic CUSTOMER SATISFACTION OF BSNL PRODUCTS AND SERVICES although I have tried my level best to prepare this report an error free report every effort has been made to offer authentic position with accuracy.
DECLARATION
I hereby declare that this project report titled “CUSTOMER SATISFACTION OF BSNL PRODUCTS AND SERVICES” is the result of my own efforts which I did as a part of the curriculum for the fulfillment of Bachelor of Business Administration (BBA). It has not been duplicated from any other earlier work and all information provided in this report is genuine. This report is submitted for the partial fulfillment of BBA program. It has not been submitted to any other university or for any other degree.
SHAHUL VARGHESE
TABLE OF CONTENT CHAPTER NO--
PAGE-NO
CHAPTER-I
06-11
INTRODUCTION OF THE TOPIC OBJECTIVE OF THE STUDY
CHAPTER-II
12-23
COMPANY PROFILE HISTORY LOCATION CHAPTER-III
RESEARCH METHODOLOGY
24-25
CHAPTER-IV
ANALYSIS& INTERPRETATION
26-42
CHAPTER-V
ANNEXURE
43-48
CONCLUSION SUGGESTION BIBLIOGRAPHY
49
OBJECTIVE OF THE STUDY It is said that an objective well defined is half done. Thus in order to make sure that the proper survey ensures defining clear-cut objective and outline is a prerequisite.
Objective serves as torchlight in a project. It lays down a well-defined path between start and the end and that is the goal. As also an objective is well defined and it is important for the research study that a scholar undergoes. It is an action, a purpose, which is directed to a person to conduct a study. It represents a fact having actual existence of outside the mind or a goal for which the study is to be conducted Project work is in the nature of a real life problem-solving exercise which is planned and carried out by the learned himself. I had study the working of BSNL and come out
with the problems from which they suffer, the benefits they
enjoy . I had also suggested some suggestions to them. As a project is a learning activity involving some practical problems and it is carried out by the learner or a group of learners whole heartedly. The teaching methodology of project work is based upon the philosophy that functional knowledge and skills result from active participation of the leaner in solving practical problem. The main objectives behind preparing this report are as below: To study the marketing strategies of the telecommunication companies.
To study the various products and their prices.
To study the various plans and schemes. To study the preference of those factors which are considerable by the
customers. To analyze the satisfaction level of the customer. To study the promotional strategies of telecommunication companies. To analyze the market share of telecommunication companies
EXECUTIVE SUMMARY
Title: - Consumer Satisfaction Level towards Services Provided by BHARAT SANCHAR NIGAM LIMITED
This project report is based on a leading company of our country named as BSNL. In this project I tried to get the knowledge of Consumer Satisfaction Level from the Services Provided by BHARAT SANCHAR NIGAM LIMITED that whether the consumers are satisfied with the services of BSNL or not. So I have done a survey and get feedback about the topic.
Telecom industry is undergoing a revolutionary phase in India. It is witnessing cutthroat competition. Telecom companies can grow and sustain in the market only if they are able to attract more and more customers and retain existing customer. They can do so by satisfying and delighting customers. It is possible if they know customer’s expectation.
Customer’s expectations keep changing with the passage of time. Market research is always required. These things influenced me to do the research.
CHAPTER NO.1
INTRODUCTION Today, BSNL is the No. 1 telecommunication company and the largest public sector undertaking of India and its responsibilities includes improvement of the already impeccable quality of telecom services, expansion of telecom services in all villages and instilling confidence among its customers. Apart from vast network expansions, especial emphasis has given for introducing latest technologies and new services like I-NET, INTERNET, ISDN (INTEGRATED SERVICES DIGITAL NETWORK), IN (INTELLIGENT NETWORK), GSM and WLL (WIRELESS IN LOCAL LOOP) services etc. BSNL has all the new services send technological advantages, which are available with any well, developed Telecom network anywhere else in the country. Full credit for all above achievement goes to the officers and staff of the BSNL. The Administration is fully aware of the challenges lying ahead and quite committed to provide the latest and best telecom services by their continued support and active co-operation. BSNL provides basic telephone services, fax services in addition to other digital and internet services. All the exchanges are digital and nearly 1, 01,824 telephones are working in the state. For long distance communications connectivity on OPTICAL FIBRE CABLE & MICROWAVE systems which enables easy access to connect rest of the Country (STD) and World (ISD). Most of the Telephone Exchanges in the states are provided with STD and ISD facility. All the State Capitals cities are having the facility of Internet and Intelligent network. Internet facility is also available in few more places. BSNL has installed Village Public telephones (VPT) to provide communication facility to the people living in interior parts of these states. Efforts are on to improve upon the Telecom facilities in all these states for an overall development of the region. In India, the telecommunications market has undergone a major transformation in the past couple of decades. From being a complete monopoly of the public sector, to the breaking down of these monopolies, the telecom industry has witnessed significant policy reforms. These reforms also led to the entry of private players in all kinds of telecommunications services, such as cellular and wireless in local loop (WLL) services, in addition to the basic telephony services.
Reforms: The telecom sector reforms were undertaken in three phases. The first phase began in the 80s, when private manufacturing of customer premise equipment was given a go-ahead in 1984. A proliferation of individual STD/ISD/PCO networks also took place throughout the country, by way of private individual franchises. Maha nagar Telephone Nigam (MTNL) was created out of the Department of Telecommunications (DOT) to handle the sectors of Mumbai and Delhi respectively. A high-powered telecom commission was set up in 1989. Later Videsh Sanchar Nigam (VSNL) became the international service provider catering to telecom services originating from India. The second phase of reforms commenced in 1991 with the announcement of a new economic policy. The government delicensed the manufacture of telecom equipment in 1991. It also opened up radio paging services in 1992. In 1994, basic telephony was opened to the private sector by granting operating licenses to six companies Also part of the second phase was the introduction of the National Telecom Policy in 1994. It emphasized Universal Service and Qualitative Improvement in telecom services, among other objectives. An independent statutory regulatory was established in 1997. Internet services were opened up in 1998. The third phase of reforms began with the announcement of the New Telecom Policy in 1999. The theme of NTP was to usher in full competition through unrestricted entry of private players in all service sectors. The policy favored the migration of existing operators from the era of fixed license fee regime to that of revenue sharing. The policy further outlined the strengthening of the regulator, opening up of International Long Distance (ILD) and National Long Distance (NLD) services to the Private sector and corporatization of telecom services. The year 2001 witnessed the entry of private operators in offering basic telephony and NLD services. Outcome: The telecom sector began witnessing a trend of growth with these reforms. Basic services were opened for unlimited competition; more licenses were issued to the private sector for cellular services. There has also been a considerable increase in the rate of Tele-density.
The telecom sector has thus completely changed, both in terms of coverage, and efficiency of services. Provision of landlines on demand, digital telephone exchanges and the acceptability of optic fibre and wireless technology are a few instances of the change that took place in the industry. 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, 48.11 Million GSM Capacity, more than 37382 fixed exchanges, 44966 BTS, 3140 Node B ( 3G 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, Cell One, has more than 49.09 million cellular customers, garnering 16.98 percent of all mobile users in its area of operation as its subscribers. 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. At present there are 0.6 million Data One broadband customers. Scaling new heights of success, the present turnover of BSNL is more than Rs.351, 820 million (US $ 8 billion) with net profit to the tune of Rs.99, 390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630, 000 million (US $ 14.37 billion).
CHAPTER NO. 2
COMPANY PROFILE •
On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL).
•
Today, BSNL is the No.1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3600 million and net worth of $ 13.85 billion.
•
It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections.
•
With latest digital switching technology like OCB, EWSD, AXE-10,
FETEX, NEC etc. and widespread transmission network including SDH system upto 2.5 gbps, DWDM system upto 80 gbps, web telephony, DIAS, VPN, Broadband and more than 400,000 data customers, BSNL continues to serve this great nation. •
Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers.
•
BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nationwide Network management & surveillance system (NMSS) to control telecom traffic and over 4, 00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity.
•
Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future.
VISION, MISSION, & OBJECTIVE VISION To become the largest telecom Service Provider in Asia MISSION •
TO ITS
•
PROVIDE WORLD CLASS CUSTOMERS
TO PROVIDE OPERATION
ON
STATE-OF-ART DEMAND
TECHNOLOGY TELECOM SERVICES TO AT
COMPETITIVE
PRICES .
WORLD CLASS TELECOM INFRASTRUCTURE IN ITS AREA OF
AND
TO
CONTRIBUTE
TO
THE
GROWTH
OF THE COUNTRY 'S
ECONOMY .
OBJECTIVE •
To be the 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.
•
To facilitate R & D activity in the country.
•
Contribute towards: i. ii. iii.
National Plan Target of 500 million subscriber base for India by 2010. Broadband customers base of 20 million in India by 2010 as per Broadband Policy 2004. Providing telephone connection in villages as per government policy.
PRODUCT & SERVICES
When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world-class telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation.
BPHONE – BASIC TELEPHONE SERVICES The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.
DATAONE – BROADBAND BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. Other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. •
To provide high speed Internet connectivity (upto 8 Mbps)
•
To provide Virtual Private Network (VPN) service to the broadband customers
•
To provide dial VPN service to MPLS VPN customers.
•
To provide multicast video services, video-on-demand, etc. through the Broadband Remote Access Server (BRAS).
•
To provide a means to bill for the aforesaid services by either timebased or volume-based billing. It shall provide the customer with the option to select the services through web server
•
To provide both pre-paid and post paid broadband services
SANCHARNET – INTERNET Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name includes Internet dial up/ Leased
line access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no ‘172233’, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. Internet Telephony service is also started under the brand name using this you can make calls to a person in UK, USA, Canada and many more countries for as cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-location services at very cheap rates.
Integrated Service Digital Network (ISDN) Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing.
I – NET India’s x.25 based packet Switched Public Data Network is operational in104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.
LEASED LINES & DATACOM
BSNL provides leased lines for voice and data communication for various applications on point-to-point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps upto 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs).
CELLULAR MOBILE SERVICES CELLONE – COUNTRYWIDE CELLULAR SERVICE/ EX-CEL – PRE-PAID CARD BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. Cell One provides all the services like MMS, GPRS, Voice Mail, Email, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use Cell One in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. Cell One offers all India Roaming facility to both pre-paid and postpaid customers (including Mumbai & Delhi). CELLONE Cellone is the Post paid service of the BSNL. It offers you a host of value added services and unmatched features not found in any other Cellular service. As a proud subscriber of Cell One service you will stay in touch with your nears and dears anywhere in India because Cellone is the only Cellular
service which is available in all major cities and covers all major highways. Cell One gives you all India roaming facility (including Delhi and Mumbai) and International roaming facility to more than 300 networks across the world. EXCEL – Pre-Paid service of Cell one Excel is the Pre paid service of the Cell One Cellular Service of BSNL. It offers you a host of value added services and unmatched features not found in any other Cellular service. All India roaming facility is also available on Excel service. Excel Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and 180 days respectively. Moreover, on any later date if you want to convert your Excel pre-paid scheme to post paid scheme it can be done without paying any additional activation charge. The unutilized balance amount in such cases will be carried forward as opening credit in the post-paid scheme. (this conversion facility is subject to technical feasibility)
TARANG – WIRELESS IN LOCAL LOOP This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. •
Countrywide WLL is being offered in areas that are non-feasible.
•
Helping relieve congestion of connections in the normal cable/wire based network in urban areas for the normal network.
•
Connecting the remote and scattered rural areas.
•
Limited mobility without any air-time charge
Tarang WLL-M is a communication system that connects customers to the the PSTN network using radio frequency signals instead of conventional copper wires, for the full or part connection between the subscriber and the exchange This comes with superior voice quality and high speed data
capabilities. CDMA is popular with more than 100 million subscribers worldwide, and the number keeps on increasing exponentially. Terminal Types: (a) Fixed Wireless Terminal (FWT) ]
(b) Hand Held Terminal. Service using FWT In this case, there is a small box fitted with a small antenna at the subscriber’s premises and a normal telephone instrument is connected to the box. There is no wire connection as in conventional telephone. Service using Hand Held Terminal (WLL-M service) In this case, subscriber can carry a small handset of CDMA technology. There is no antenna or any other equipment at subscriber’s premises. SOCIAL COMMITMENT
BSNL is committed to provide quality Telecom Services at affordable price to the citizens of the remotest part of the Country. BSNL is making all effort to ensure that the main objectives of the new Telecom Policy 1999 (salient points indicated below) are achieved: Access to telecommunications is of utmost importance for achievement of the country's social and economic goals. Availability of affordable and effective communications for the citizens is at the core of the vision and goal of the new Telecom policy 1999.Encourage development of telecommunication facilities in remote, hilly and tribal.
Marketing Objective of BSNL The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i.e. ‘delighting’ the customers, for which customers are offered something beyond their expectations from the service or the product. The objective being to acquire and retain the customers, who should continually feel that they are getting more value of the money, they are departing with.
Marketing is the establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and organization. Successful Marketing focuses on understanding the needs and desires of the customers and is achieved by placing these needs at the heart of business by integrating them with the organization strategy, people, technology and business processes. At its most basic, Marketing involves customers, organizations and relationships and the combination creates the need for the management. Marketing is about creating a competitive advantage by being the best at understanding, communicating, and delivering and developing existing customer relationships in addition to creating and keeping new customers. The concept of the product life cycle is giving way to customer life cycle, focusing on developing products that anticipate the future needs of existing customers and creating services that extend the existing customer relationship beyond the mere transaction. The customer life cycle will focus on lengthening the life span of the customer with the organization rather than the endurance of a particular product. Customers have changing needs as their life styles alter- the development and provision of products and/or services that continuously seek to satisfy those needs is good Marketing. The Marketing will focus greater attention on how to deliver customer satisfaction and organization will begin to structure itself around customer segments and not product lines. A good Marketing Strategy will take the business vision and apply it to the customer base. According to the Dictionary of Marketing Terms, 2nd edition, published by the American Marketing Association, c1995, “Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives.” Once marketing is understood, we can define marketing management process as analyzing marketing opportunities, researching and selecting target markets, designing marketing strategies, planning marketing programs, and organizing, implementing, and controlling the marketing efforts. In simple words it implies a buyer, a seller, bonded by the mutual need, satisfying offer and a medium/process to exchange the offer. Marketing Process. We often talk of marketing & Sales and often use it interchangeably without understanding the difference in it. Marketing is everything we do to get and leverage a client relationship. Marketing process is broad and includes all of the following: • Discovering what product, service or idea customers want. • Producing a product with the appropriate features and quality. • Pricing the product correctly. • Promoting the product; spreading the word about why customers should buy it. • Selling and delivering the product into the hands of the customer.
Selling is one activity of the entire marketing process. Selling is the act of persuading or influencing a customer to buy (actually exchange something of value for) a product or service. Marketing activities support sales efforts. Contrasting the Sales Concept with the Marketing Concept:We Sell Confidence. The concepts surrounding both selling and marketing also differ. There is a need for both selling and marketing approaches in different situations. One approach is not always right and the other always wrong - it depends upon the particular situation. In a marketing approach, more listening to and eventual accommodation of the target market occurs. Two-way communication (sometimes between a salesperson and a customer) is emphasized in marketing so learning can take place and product offerings can be improved. A salesperson using the sales concept, on the other hand, sometimes has the ability to individualize components of a sale, but the emphasis is ordinarily upon helping the customer determine if they want the product, or a variation on it, that is already being offered by the company. In the sales approach, not much time is spent learning what the customer's ideal product would be because the salesperson has little say in seeing that their company's product is modified. Furthermore, they aren't rewarded for spending time listening to the customer's desires unless they have a product to match their desires that will result in a sale. 7Ps for service marketing (Product, price, place, promotion, physical evidence, people & process) are the means to attain, nurture, & retain the customers. Mission & Vision. Here is a test to find whether your mission on earth is finished: If you are alive, it isn’t. Richard Bach. Most of the big companies have a Vision & Mission statement so as to guide their all energy, efforts to realize it. BSNL also has a vision ‘To become the largest Telecom Service provider in South East Asia’. Firstly we need to understand the parameter for being the largest. Is it revenue, ARPU, profit, subscribers, Network (no of exchanges, BTS etc)? From monopoly to multi operator scenario, BSNL’s market share is bound to reduce. But how much down we will let it? There are lot of similarities between British Telecom & us. One must keep watch on market share in monthly growth and take timely action. To improve our share, we need to acquire more than 50% of new acquisitions while maintaining earlier. This is quite challenging in this dynamic environment. Today landline base is reducing across globe, but why? Europe defines an operator with 25% or more market share as Significant market Power (SMP), while they intend to increase it to 40%. BSNL has been the largest operator and we must strive not only to maintain but enhance it. We need to act fast. Timely action is an essence.
What should be our marketing Vision, will it help us in inspiring to achieve higher. Can it be something such as “To retain the highest market share, build highest brand equity and maximizing the profits?” Social Responsibility. BSNL is the most trusted telecom brand in year 2003 & 2004. We have been given Golden Peacock award for Best Corporate Social responsibility. How can we leverage these distinctions? These achievements need to be highlighted through public relation exercise like press meet. This will help us in building our marketing image. In sales and distribution front though we have over one-lakh retailers, 1000 franchisees, 3300 CSCs, 36000 exchanges why are we not visible like others? Why can’t we utilize all possible space? Can’t we leverage our franchisee and STD-PCO strengths? Can we make these outlets as our core strength? Why our recharge coupons, India Telephone Cards are in shortage when there is no capacity constraint? Does it imply that our planning for printing, inventory management, logistics, and supply chain and of course franchisee management is inefficient? Do we have targets for these just like DELs & Cell One? Why can’t we leverage this huge network for better customer care and improve collection efficiency? We must realize that with waiver of security deposits, no OYT schemes, no advance rentals, adjustment of landline security for Cell One, we don’t get fixed deposits to meet our funds requirements. Everything has to be met from Operating revenues. We need to improve collections, realize bills early, not on the last day of payment and reduce bad debts. We need to provide 24X7 culture in our organization, though we have been providing operation and maintenance on 24X7 basis in the past and we will continue to provide in future too, but what about provisioning customer care and marketing on 24X7 basis?
CHAPTER NO.3
RESEARCH METHODOLOGY “Research Methodology is a way to solve the research problem systematically. It may be understood as a science of studying how research is done scientifically. In research methodology, we not only talk about the research methods but also consider the logic behind these methods. There are several methods, which can be chosen for research study for collecting of data. The various types of methods are given below: • • • •
INTERVIEW METHOD QUESTIONAIRES METHOD SCHEDULE METHOD OBSERVATION METHOD
A RESEARCH DESIGN “Research Design is the plan, structure & survey of investigation conceived so as to obtain answer to research questions & to control variance. There are several ways of studying & taking a problem. There is no single perfect design. Different types of research design have emerged an account of different perspective from which a research study can be viewed.
DATA COLLECTION METHOD
The task of data collection begins after a research for problem is defined & research design/plan chalked out. While deciding about researcher should keep in mind two types or data viz: primary & secondary. The primary data can be collected by two methods • SURVEY METHOD • OBSERVATION METHOD The main accentuated method is survey i.e. information from people by personal interviews. The main tool of this is questionnaire. ANALYSIS AND INTERPRETATION In this wide section, the gathered data from various sources is analyzed, evaluated & interpreted by the help of laconic diagram’s tables, list etc. QUESTIONNIARE The Questionnaire has design question are of both open ended and closed ended.
ANALYSIS & INTERPRETATION Q-1 Are you using any kind of telecommunication services? Options
Percentage
Yes
90%
No
10%
INTERPRETATION:As the graph shows that 90% respondents are using telecommunication services, 10% respondents are not using any kind of telecommunication services.
Q-2. If yes, your connection belongs to which telecommunication network?
Options
Percentage
BSNL
40%
Others
60%
INTERPRETATION:As the graph shows that 40% respondents have any telecommunication services of BSNL, 60% respondents have the services of others companies.
Q-.3 If you are a BSNL user then in which form you have cellular services? Options
Percentage
Pre-Paid
55%
Post-Paid
45%
INTERPRETATION:As the graph shows that 55% respondents have pre-paid mobile services and 45% respondents have post-paid mobile services.
Q-4. Are you satisfied by the pre-paid services provides by BSNL?
Options
Percentage
Yes
50%
No
50%
INTERPRETATION:-
As the graph shows that 50% respondents are satisfied by the prepaid services and 50% respondents are not satisfied in the case of BSNL.
Q-5. Are you satisfied by the post-paid services provides by BSNL?
Options
Percentage
BSNL Yes
55%
No
45%
INTERPRETATION:As the graph shows that 55% respondents are satisfied by the Post-paid services and 45% respondents are not satisfied in the case of BSNL.
Q-6 Are you satisfied with the billing system of the post-paid services provided by BSNL? Options
Percentage
BSNL Yes
40%
No
60%
INTERPRETATION:As the graph shows that 40% respondents are satisfied by the billing system of Post-paid services and 60% respondents are not satisfied in the case of BSNL.
Q-7. Which type of the roaming facility do you prefer (prepaid and postpaid both)?
Options
Percentage
National
90%
International
10%
INTERPRETATION:As the graph shows that 90% respondents prefer National Roaming facility and 10% respondents prefer International Roaming facility.
Q-8. Are you satisfied by the roaming facility provided by BSNL? Options
Percentage
Yes
70%
No
30%
INTERPRETATION:As the graph shows that 70% respondents are satisfied roaming facility and 30% respondents are not satisfied by the roaming facility provided by the companies.
Q-9. Are you satisfied by the promotional scheme provided by this company? Options
Percentage
Yes
60%
No
40%
INTERPRETATION:As the graph shows that 60% respondents are satisfied by the promotional scheme provided by the company and 40% respondents are not satisfied.
Q-10. Are you satisfied by the coverage area? Options
Percentage
Yes
40%
No
60%
INTERPRETATION:-
As the graph shows that 40% respondents are satisfied by the coverage area of the company and 60% respondents are not satisfied by the coverage area.
Q-11. How would you rate the service provider? Excellent
Good
Poor
Not Sure
30%
25%
10%
35%
Interpretation: As the graph represents those 30% respondents who find the service provider to be excellent and 25% feel it is good whereas 13% dislike and rate it as poor and the rest 35% are not sure to rate the quality of the service provider.
Q-12. Which Value Added Services attracts you the most in BSNL?
Interpretation:
Sms Pack
Concessio Internet n Call Service Rates
Full talktime
35%
20%
30%
15%
As the graph represents those 35% respondents who are interested in the Sms packs and 20% show interest in the concession call rates whereas 15% like the internet services rendered and the rest 30% are interested in the full talktime services.Q.13 How long have you used the service of the company? >1 month
1-6 month
6 months
<1 year
15%
5%
20%
60%
Interpretation: As the graph represents those 15% respondents who have been using the BSNL products and services less than a month and 5% have been using it around 1-6 months whereas 20% respondents have been using it around 6months and the rest 60% are have been using it for more than a year.
Q.14. How would you rate the serviceâ&#x20AC;&#x2122;s value for money?
Excellent
Good
Fair
Poor
20%
50%
10%
20%
Interpretation: As the graph represents those 20% respondents who find the serviceâ&#x20AC;&#x2122;s value to be excellent and 50% feel it is good whereas 10% find it fair and the rest 20% dislike and finds it poor.
Q.15. What influenced you to buy the service of BSNL? Price
Network service
Brand Image
VAS
35%
40%
5%
20%
Interpretation:
As the graph represents those 35% respondents who were influenced by the price and 40% by the network service whereas 5% by the brand image and the rest 20% by the VAS given by the service provider.Q.16. What kind of problems occurs the most for which you need to contact the customer care service/service department?
Billing related
Activation/deactivatio n
Information of VASâ&#x20AC;&#x2122;s
Network Problem
35%
10%
45%
10%
Interpretation: As the graph represents those 35% respondents who find problems related to the billing methods and 10% by the activation and deactivation of the services whereas 45% dislike the information of VASâ&#x20AC;&#x2122;s and the rest 10% for the network related problems.
CONCLUSION In this project I had tried to analyze the various aspects of
marketing strategies of telecommunication system. I had taken three major telecommunication companies BSNL in
Public Sector companies for study its marketing strategies. The conclusion of this report is: 90% respondents are using
telecommunication services and 10% respondents are not using any kind of telecommunication services. 40% respondents have any telecommunication services of BSNL and 60% respondents have the services of Others companies. 55%
respondents have pre-paid mobile services and 45%
respondents have post-paid mobile services. 90% respondents prefer National Roaming facility and 10%
respondents prefer International Roaming facility. 70% respondents are satisfied with roaming facility and 30%
respondents are not satisfied by the roaming facility provided by the companies. 60% respondents are satisfied by the promotional scheme
provided by the company and 40% respondents are not satisfied. 40% respondents are satisfied by the coverage area of the
company and 60% respondents are not satisfied by the coverage area.
SUGGESTIONS
BSNL should give consideration towards the customer satisfaction.
BSNL should focus towards the coverage area of its network. BSNL should improve its billing system for post paid services. BSNL should give consideration towards its post paid connections so
that it can increase the post paid consumers.
Q-1 Are you using any kind of telecommunication services? Yes
No
Q-2 which company your telecommunication belong? BSNL
Other
Q-3. If you are a BSNL user then in which form you have cellular services? Prepaid
Postpaid
Q-4. Are you satisfied by the pre-paid services provides by BSNL? Yes
No
Q-5. Are you satisfied by the post-paid services provides by BSNL? Yes
No
Q-6. Are you satisfied with the billing system of the post-paid services provided by BSNL? Yes
No
Q-7. Which type of the roaming facility do you prefer? National
International
Q-8. Are you satisfied by the roaming facility provided by the companies? Yes
No
Q-9. Are you satisfied by the promotional scheme provided by the Company? Yes No Q-10. Are you satisfied by the coverage area of BSNL?
Yes
No
Q-11. How would you rate the service provider? Excellent
Good
Poor
Not sure
Q-12. Which Value Added Services attracts you the most in BSNL? Sms Pack
Concession call rates
Internet service
Full talktime
Q-13. How long have you used the service of the company? >1 month
1-6 months
6months-1year
<1 year
Q-14. How would you rate the serviceâ&#x20AC;&#x2122;s value for money? Excellent
Good
Fair
Poor
Q-15. What influenced you to buy the service of bsnl? Price Brand Image
Network service VAS
Q-16. What kind of problems occurs the most for which you need to contact the customer care service/service department? Billing related Information of VASâ&#x20AC;&#x2122;s
Activation/Deactivation Network Problem
PERSONAL DETAILS •
Name:
•
Occupation
•
Gender:
•
Age:
•
E mail:
•
Mobile no:
Bsnl.co.in Google.com
Business Magazines Zeithaml, Valarie (2008), Service Marketing, 4th Ed. New Delhi: Tata McGraw Hill.