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Bareilly College Bareilly: Customer Satisfection Towards Services of BSNL
Bareilly College Bareilly: Customer Satisfection Towards Services of BSNL
BAREILLY
A
MARKET SURVEY REPORT
On
CUSTOMER SATISFECTION
TOWARDS SERVICES OF BSNL
SESSION : 2008-09
CERTIFICATE
ABHISHEK GUPTA
BBA DEPARTMENT
Date………………
(Abhishek Gupta)
Lecturer
BBA Department
Bareilly College, Bareilly.
PREFACE
In this project I have discussed the services of BSNL and Vodafone and
their comparative study.
ACKNOWLEDGEMENT
I would like to take this opportunity to express my deep gratitude to all those
I have got considerable help and support in making this project report a
project. This work is the reflection of his thought, ideas, concept and above
INTRODUCTION
COMPANY PROFILE
KNOWLEDGE ABOUT COMPANY
OBJECTIVE OF THE SURVEY
RESEARCH METHODOLOGY
HYPOTHESIS
COLLECTION OF DATA
QUESTIONNAIER
DATA ANALYSIS AND INTERPRETATION
FINDING AND SUGGESTION
CONCLUSION
BIBLIO GRAPHY
APPENDIX
COMPANY PROFILE
BHARAT SANCHAR NIGAM LTD.
The Telephone infrastructure alone is worth about Rs. 1, 00,000 crore (US $
22.74 billion)
Turnover of Rs. 31,400 crore (US $ 7014 billion)
stations viz. Delhi, Patna, Ahmedabad, Mumbai, Bhopal, Indore and Pune.
modern customer care centers issuance of pagers to telecom field staff for
prompt customer care etc. Shri Dube has taken training on latest telecom
technologies in countries like France, Germany, Switzerland and Sweden.
Before joining BSNL as Director (Planning & NS) on 15th December 2004,
(electrical) from MACT Bhopal and PhD from IIT Delhi. He has worked in
Department of Telecommunications.
Director (HRD) Mr. Singh held the charge of Chief General Manager
of BSNL.
SERVICE OF BSNL
Basic Telephone Services
The Plain old, Country wide telephone Service through 32,000 electronic
Data One
BSNL launched Data One broadband service in January 2005 which shall be
extended to 198 cities cities very shortly. The service is being provided on
offered to the customer is 256 kbps at Rs. 250/- per month only.
MISSION
economy.
OBJECTIVES
Contribute towards:
INTERNET
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 Sanchar net
account from any place in India using the same access no ‘172233’. the
facility shish no other ISP has. BSNL has customer base of more than 1.7
million for Sancharnet service. BSNL also offers Web hosting and co-
ISDN
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
as:
BSNL provides leased lines for voice and data communication for various
useful for Internet leased lines and International Principe Leased Circuits
(IPLCs).
Wireless in Local Loop
substitute for conventional wires for all or part of the connection between
Countrywide WLL is being offered in areas that are non - feasible for the
normal network.
network in areas.
BSNL’s WLL Tarang service is the most reliable and affordable service
giving you the set of both fixed line telephone & Mobile telephony. It offers
Customer may get the handset by paying premium approx. Rs. 20 /-Per
month only for the comprehensive policy taken for the cost of handset.
With the convergence of technologies, catalyzed by the global IT revolution
the world is witnessing change as never before in recorded history. In the
realm of telecommunication, the change and the pace of it are more
pronounced - from basic telephony to voice, video and data services, and
from bandwidth on demand to virtual private networks, IT is making the
entire plethora of BSNL's telecom services expand. And, being rapidly
implemented as the backbone for running customer-friendly services:
India's fastest growing cellular service , along with postpaid and prepaid
services brings cellular telephony to the masses, through innovative
technology and strategic pricing.
BSNL Mobile offers you a host of value added services and unmatched
features not found in any other Cellular service As a proud subscriber of
BSNL Mobile service you will stay in touch with your nears and dears any
where in India because BSNL Mobile is the only Cellular service which is
available in all major cities and covers all major highways. BSNL Mobile
gives you all India roaming facility (including Delhi and Mumbai) and
International roaming facility to more than 300 networks across the world.
As a BSNL Mobile subscriber you will enjoy benefits like:
A host of value added services are also available at very economical
charges:
Voice Mail Service
Short Message Service (SMS)
Group Messaging
National and International Roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
In services like Prepaid cards, Universal Access No.split
charging,VPN etc
BSNL
Mobil
e
Tariffs
Get 200 SMS (within LSA) free on every new connection (Postpaid or
Prepaid)
a. Registration
500 500 500 500 500 500 500 500
amount in Rs @
b. Activation Charges 100 100 100 100 100 100 100 100
d. Local+STD+ISD+
International 5000 5000 5000 5000 5000 5000 5000 5000
roaming
3. Fixed Monthly
99 198 225 325 425 525 725 999
Charges in Rs.
4. Free calls
/month (Worth 0 0 125 150 175 300 0 999
Rs.)
(i) To GSM
1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(Own network)
(iii) To Fixed/WLL
1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(Own network)
(iv)To Fixed/WLL
1.00 1.00 0.60 0.50 0.50 0.40 0.40 0.60
(Other network)
Reduced call charges to
any two BSNL
0.20 0.20 0.20 0.20 0.20 0.20 0.00 0.20
numbers(one Landline
number is mandatory)
Night Calling (Own
NA NA 50% 50% NA Free Free Free
Network)^
B. Inter Circle Calls(Rs./Min) (STD Calls)
NOTE
@Registration charge is applicable when connection is not available on demand. It is a non-interest bearing charge
and adjustable in the first bill.
200 free SMS within LSA will be allowed to all new activations to be utlised within first two months @ 100 SMS per
month.
#Security deposit:
a) It is non-interest bearing & refundable upon surrender subject to clearance of all dues.
b) No security deposit is required for Local/STD facility from the following categories.
i) BSNL employees ii) Existing BSNL subscribers upon request with conditions as per Sub note-1 iii)
Employees of Central/State Government and Central PSUs iv) Bank employees who give ECS mandate from
their own bank Central/ State Government & Central PSU's iv) Corporate Customers taking minimum 5
connections in corporate name.
Sub Note-1
(a) Fill up a mandate form to allow existing deposit of PSTN phone towards outstanding of the cellular
phone.
(b) Telephone to be applied in the same name as PSTN.
(c) Category of mobile connection will remain same as of PSTN (Local/STD).
* Free calls are allowed in Own Network from home LSA only.
*One India plan 299 has been merged with plan 225. Free Roaming plan 550 has been merged with plan 525. As
such, subscribers of plan 299 and plan 550 will be migrated by default to plan 225 and plan 525 respectively
*Tariff under plan 490 has been rationalized and fixed monthly charge has been reduced from Rs.490 to Rs.425
$ Reduced call charges facility can be availed on two selected BSNL numbers
i) Option I: Two Intra circle numbers- One Fixed/WLL number is mandatory.
ii) Option II. One Inter circle & One Intra circle number – Fixed/WLL number is mandatory for Inter circle
call.
^ Night speak facility in Own Network @ 50% of the normal call charges applicable in the respective plan:
i) Available during 2300 Hrs to 0700 Hrs.
ii) Not applicable to reduced call charge facility between two selected BSNL numbers.
iii) Applicable only in Home LSA.
# Own network / Other network
♦ Outgoing or Incoming call charges & SMS charges- as per charges levied by foreign operator (inclusive of all
taxes) + surcharge of 10% on such amount. In case foreign operators do not levy any charges for incoming calls,
then Rs.40/- per minute + actual ILD charges applicable.
OBJECTIVES
To make the Goals very clear, were chosen the following objectives:
1) Determining the History of BSNL
Many People are loyal acquire Bharat Sanchar Nigam Ltd. & WLL and
Mobile Connection.
all the aspect the May serve. Maximum purpose and provide full information
account too.
RESEARCH
METHODOLOGY
RESEARCH OBJECTIVE
gives the detailed background of the company and its Products & services
RESEARCH DESIGN
in the competitive market. The research design is not formal and rigid one as
the focus depends upon the availability of new ideas and relationship among
variables.
For the purpose of study both primary as well as secondary data have been
used. The secondary data have been collected from various magazines,
as- market share of the company and its potential before the insurance
Primary data have been helpful to explore the opinion of general public and
their future insurance plans with the company. On the basis of information
extracted from the primary data various measures are found which would be
SAMPLING
As per the sampling procedure is concerned, the finite universe is taken into
RESEARCH METHODOLOGY
Age on Network
Postpaid
35%
Services are availing
Prepaid
65%
According to the Survey done on 150 customer users, it was found that 65%
of them were using prepaid services while only 35% of them using postpaid
service.
After interacting with 150 mobile users, it was found 65% customers are
prepaid service users. So this is a large segment which provides vast
opportunity for growth.
40
30
Basic Requirement of the customer for
Mobile Phone
20
10
0
Only for Only for For
More
35 25 25 15
Series1
After the survey in Vodafone & BSNL done on 150 mobile users, it found
that 35% of the mainly for incoming call purpose.
After the survey done on 150 mobile users, it was found that 25% of the
mobile users it for making calls i.e. outgoing.
About 25% of mobile users mobile mainly for outgoing at night Increased
price war has made mobile phone a luxury gadget.
Customer perception about mobile phone has shifted from an incoming
device to an outgoing one.
Frequently
Weekly
Travel in Roaming Monthly
Quaterly
Annualy
Uncertain
According to the survey Reliance & BSNL customer are travels to the
roaming is out of station are going to the customer 2% customer are travel in
the roaming are Frequently, 8% are travel in the roaming are weekly, 15%
customer are travel in the Roaming are Monthly, and 25% are customer are
going to the roaming is Quaterly. And 35% customer are travel in the
roaming is Annualy, and 15% customer are travel in the roaming are
Uncertainly.
STRONGLY SATISFIED
24%
SATISFIED
41%
NEITHER SATISFIED
NOR DISSATISFIED
DISSATISFIED
16%
12% 7% STRONGLY
DISSATISFIED
Most of the customer were found to be strongly dissatisfied with the attitude
of the customer care staff and their ratio is almost 41%. Almost 16% of the
customer were found to be satisfied with the attitude if the customer care
staff and 24% were strongly satisfied and almost 12% were dissatisfied by
the attitude of the customer care staff.
B IL L A D J U S T MSETNR TOSN G L Y
S A T IS F IE D
S A T IS F IE D
11% 18%
N E IT H E R
S A T IS F IE D N O R
30%
D IS S A T IS F IE D
31% S TR O NG LY
D IS S A T IS F IE D
10%
D IS S A T IS F IE D
While doing the survey it was found that 18% of the customers were
strongly satisfied with the bill adjustment and 31% customers were satisfied
by the bill adjustment. It was also found that almost 30% of the customers
strongly dissatisfied and 11% of them were dissatisfied with the bill
adjustment.
SATISFIED
4% 17%
34% 10%
16%
6% 13%
About 34% of the customers are satisfied with the solution given by the is
very supportive in Bareilly followed by 17% by network strength and 16%
by the call tariff, 13% by the roaming, 10% with connectivity and 6% by the
VAS so on. The customer also seems that information given by the customer
care staff is false when they confirm it from franchisee or other sources. i.e.,
only 4% are satisfied with the solution given by the customer care staff
DISSATISFIED
15% 17%
6%
14% 21%
13% 14%
After the survey done on 150 customer, it was found that about 75% of the
mobile users were aware of the value Vouchers available in the market. Only
25% of the customers were not aware of these value vouchers.
The value vouchers in the market should be made know to the customer, so
that they can demand for it.
Do you know About VAS Yes
No
After the survey done on 150 customer, it was found that 65% of the
customer were aware of the value added services provided by the mobile
services providers. While 35% of the customer were not aware of it.
SATISFIED WITH BSNL SERVICE Yes
No
According to the survey, 27% of the customer were not satisfied with the
service of the BSNL, while 73% were happy with the response of BSNL
towards them (customer).
As 17% of the customer were not satisfied with the BSNL service, we can
say that more communication is required among the distribution channel
members.
SUGGESTIONS
SUGGESTIONS
1. Most of the people do not know that their BSNL Bill could also be
submitted on Net, so there should be specific information written on the
bill reaching their home.
2. Customer care service should be enhanced. The surroundings there
should be quiet with no voices from the background its very difficult to
talk & understand as the place seems to be a fish market and the
executive should talk to the caller in the language he/she has reached. i.e.
English or Hindi as told by the computer when the number is dialed.
3. All the talks at customer care should be recorded and heard by company
officials at the end of the day and corrections, updated information &
instructions for improvement be given and recorded somewhere to know
the efficiency of the person.
4. SIM Checking facility should be made available at each franchisee.
5. Detailed Bill should always be given free of cost to subscribers.
CONCLUSION
CONCLUSION
BSNL is the fastest growing company in the telecom sector of the region &
is posing stiff competition to all the other companies.
No drought Prepaid is the first choice of the consumers because still. Above
60% of the subscribers are using mobile as a secondary medium to
communicate but the fact on the other hand is also true that Postpaid
Connections are increasingly at a faster rate. This is because the most
attractive Tariff Rates & Schemes. And BSNL is the leader in this section
with lots & lots of schemes for each kind of user.
BIBLIOGRAPHY
Bibliography
There are several sources which provided me the valuable information about
www.BSNL.in
www.answers.com
www.google.com
Economic Times
Business Standard
Times Of India
QUESTIONNAIRE
Questionnaire
Name :……………………………………………
Address : ……………………………………………..
Age :……………………………………………….
1. BSNL 2. Others
1. Prepaid 2. Postpaid
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
1. Strongly satisfied
2. Satisfied
3. Neither Satisfaction
4. Dissatisfied.
5. Strongly dissatisfied
Q.7.What is the satisfaction level of Bill Delivery?
1. Satisfied
2. Dissatisfied.
4. Roaming (N&I)
5. VAS
5. VAS
1. Yes
2. No
4. More SMS
1. Frequently
2. Weekly
3. Monthly
4. Quarterly
5. Annually
6. Uncertain
1. Govt. employee
2. Business
3. Professional
4. Self employee
5. Other
1. Yes
2. No
1. Yes
2. No
Q.16. Which of the following common VAS?
1. Hello Tunes
2. Call conference
3. Ring Tones
5. GPRS
1. Yes
2. No
Suggestions : ………………………………………………………
……………………………………………………………………..
Remarks:-