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THE VARIOUS CUSTOMER SATISFACTION AS BSNL LANDLINE CUSTOMER

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					THE VARIOUS CUSTOMER SATISFACTION AS BSNL
           LANDLINE CUSTOMER




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             PREFACE


It gives me immense pleasure in presenting my report on the summer training in
BSNL. This is about the various customer satisfaction and perception of BSNL
Landline.


This report has been presented in a lucid manner so as to be accessible to all the
readers. The various concepts have presented in a simple and crisp manner to keep
the text easily understandable.


I shall be thank full to the reader if he shall give me some suggestions on the repot
made by me it would be highly appreciated.




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                           CONTENTS
 TITTLE……………………

 INTRODUCTION……………

 NEED OF STUDY….

 AIMS & OBJECTIVES OF STUDY……

 SIGNIFICANCE OF STUDY……

 REVIEW OF LITRATURE……

 HYPOTHESIS………

 RESEARCH METHODLOGY…
   1.   STUDY DESIGN
   2.   SAMPLE SIZE
   3.   SOURSES OF DATACOLLECTION
   4.   LIMITATIONS


 DATA ANALYSIS & OBSERVATION

 COINCLUSION

 SUGGESTION&RECOMMENDATION

 REFRENCE \ BIBLIOGRAPHY




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                                    INTRODUCTION

                                         ABOUT BSNL




Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in
India. It is the largest telecommunication
Company in India and the sixth largest in the world. Its headquarters are at Statesman House,
Barakhamba Road, New Delhi. It has the status of Mini-ratana- a status assigned to reputed
Public Sector companies in India.


BSNL is India's oldest and largest Communication Service Provider (CSP). Currently BSNL has
a customer base of 64.8 million (Basic & Mobile telephony). It has footprints throughout India
except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. As
on March 31, 2009 BSNL commanded a customer base of 33.7 million Wireline, 3.6 million
CDMA-WLL and 27.5 million GSM Mobile subscribers. BSNL's earnings for the Financial Year
ending March 31, 2008 stood at INR 401.8b (US$ 9.09 b) with net profit of INR 89.4b (US$
2.02 billion). Today, BSNL is India's largest Telco and one of the largest Public Sector
Undertaking of the country with authorized share capital of US$ 3.95 billion (INR 17,500
Crores) and networth of US$ 14.32 billion


The Indian Telecom Industry




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The telecom network in India is the fifth largest network in the world meeting up with global
standards. Presently, the Indian telecom industry is currently slated to an estimated contribution
of nearly 1% to India’s GDP.




Introduction:-


The Indian Telecommunications network with 110.01 million connections is the fifth largest in
the world and the second largest among the emerging economies of Asia. Today, it is the fastest
growing market in the world and represents unique opportunities for. Global in the stagnant
global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach
250 million in 2008. According to Broadband Policy 2004, Government of India aims at 9
million broadband connections and 18 million internet connections by 2008. The wireless
subscriber base has jumped from 33.69 million in 2004 to 62.57 million in Fiscal year 2004-
2005. In the last 3 years, two out of every three new telephone subscribers were wireless
subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber
base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5
million new subscribers per month by 2008. The wireless technologies currently in use are
Global System for Mobile Communications (GSM) and Code Division Multiple Access
(CDMA). There are primarily 9 GSM and 5CDMA operators providing mobile services in 19
telecom circles and 4 metro cities, covering 2000 towns across the country.


Evolution of the industry-Important Milestones


1851 First operational land lines were laid by the government near Calcutta

1881    Telephone service introduced in India

1883    Merger with the postal system

1923    Formation of Indian Radio Telegraph Company (IRT)

1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company




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1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone
and Telegraph (PTT), a monopoly run by the government’s Ministry of Communications

1985        Department of Telecommunications (DOT) established, an exclusive provider of
domestic and long-distance service that would be its own regulator (separate from the postal
system)

1986      Conversion of DOT into two wholly government-owned companies: the Vides Sanchar
Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam
Limited (MTNL) for service in metropolitan areas.

1997      Telecom Regulatory Authority of India created.

1999      Cellular Services are launched in India. New National Telecom Policy is adopted.

2000      DoT becomes a corporation, BSNL



Indian Telecom Enviornment- a step towards development


Indian telecommunications today benefits from among the most enlightened regulation in the
region, and arguably in the world. The sector, sometimes considered the “poster-boy for
economic reforms,” has been among the chief beneficiaries of the post-1991 liberalization.
Telecommunications has generally been seen as removed from “mass concerns,” and thus less
subject to electoral calculations.
   Market oriented reforms have also been facilitated by lobbying from India’s booming
technology sector, whose continued success of course depends on the quality of communications
infrastructure. Despite several hiccups along the way, the Telecom Regulatory Authority of India
TRAI), the independent regulator, has earned a reputation for transparency and competence.
With the recent resolution of a major dispute between cellular and fixed operators (see below),
Indian telecommunications, already among the most competitive markets in the world, appears
set to continue growing rapidly. At that time, Rajiv Gandhi proclaimed his intention of “leading
India into the 21st century,” and carved the Department of Telecommunications (DOT) out of the
Department of Posts and Telegraph. For a time he also even considered corporatizing the DOT,
before succumbing to union pressure. In a compromise, Gandhi created two DOT-owned
corporations: Mahanagar Telephone Nigam Limited (MTNL), to serve Delhi and Bombay, and


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Videsh Sanchar Nigam Limited (VSNL), to operate international telecom services. He also
introduced private capital into the manufacturing of telecommunications equipment, which had
previously been a DOT monopoly.




Introduction of Private Players


It was not until the early 1990s, when the political situation stabilized, and with the general
momentum for economic reforms, that telecommunications liberalization really took off. In
1994, the government released its National Telecommunications Policy (NTP-94), which
allowed private fixed operators to take part in the Indian market for the first time (cellular
operators had been allowed into the four largest metropolitan centers in 1992). Under the
government’s new policy, India was divided into 20 circles roughly corresponding to state
boundaries, each of which would contain two fixed operators (including the incumbent), and two
mobile operators .As ground-breaking as NTP-94 was, its implementation was unfortunately
marred by regulatory uncertainty and over-bidding.
     A number of operators were unable to live up to their profligate bids and, confronted with
far less lucrative networks than they had supposed, pulled out of the country. As a result,
competition in India’s telecom sector did not really become a reality until 1999. At that time the
government’s New Telecommunications Policy (NTP-99) switched from a fixed fee license to a
revenue sharing regime of approximately 15%. This figure has subsequently been lowered
(to10%-12%), and is expected to be reduced even further over the coming years. Still, India
continues to derive substantial revenue from license fees ($800 million in2001-2002); leading
some critics to suggest that the government has abrogated its responsibilities as a regulator to
those as a seller. Another, perhaps even more significant, problem with India’s initial attempts to
introduce competition was the lack of regulatory clarity. Private operators complained that the
licensor – the DOT – was also the incumbent operator. Them any stringent conditions attached to
licenses were thus seen by many as the DOT’s attempt to limit competition. It was in response to
such concerns that the9government in 1997 set up the Telecom Regulatory Authority of India
(TRAI), the nation’s first independent telecom regulator.




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Policies Adopted By TRAI


Over the years, TRAI has earned a growing reputation for independence, transparency and an
increasing level of competence. Early on, however, the regulator was beleaguered on all fronts. It
had to contend with political interference, the incumbent’s many challenges to its authority, and
accusations of ineptitude by private players. It was not until 2000, with the passing of the TRAI
Amendment Act, that the regulatory body really came into its own. Coming just a year after
NTP-99, the act marks something of a watershed moment in the history of India telecom
liberalization. It set the stage for several key events that have enabled the vigorous competition
witnessed today. Some of these events include:


• The corporatization of the DOT and the creation of a new state-owned telecom company,
Bharat Sanchar Nigam Ltd (BSNL), in 2000;


• The opening up of India’s internal long-distance market in 2000, and the subsequent drop in
long-distance rates as part of TRAI’s tariff rebalancing exercise;


• The termination of VSNL’s monopoly over international traffic in 2002, and the partial
privatization of the company that same year, with the Tata group assuming a 25% stake and
management control;


• The gradual easing of the original duopoly licensing policy, allowing a greater number of
operators in each circle;


• The legalization, in 2002, of IP telephony (a move that many believe was held up due to
lobbying by VSNL, which feared the consequences on its international monopoly) .The




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introduction in 2003 of a Calling Party Pays (CPP) system for cell phones, despite considerable
opposition by fixed operators.


• And, more generally, the commencement of more stringent interconnection regulation by
TRAI, which has moved from an inter operator negotiations-based” approach (often used by the
stronger operator to negotiate ad infinitum) to a more rules-based approach. All of these events
have created an impressive forward-momentum in Indian telecommunications, resulting in a
vigorously competitive and fast-growing sector.
. In late 2002, for example, thousands of mobile users in New Delhi were for a time cut off from
the fixed-line network when MTNL shut down interconnection for cellular companies. (MTNL
later attributed the incident to a “technical snag.”) It was not until late 2003 that the issue was
finally resolved, under considerable government pressure, when cellular operators agreed to
withdraw their many cases against the fixed-line operators. Fixed operators would in effect be
allowed to enter the mobile business; in return, the government granted cellular players several
concessions, including lower revenue-share arrangements estimated to total over $210 million.
Perhaps most notably, the government announced its intention to adopt a “unified access
licensing” regime, which would in the future provide a single, technology-neutral license for
fixed and cellular operators, and allow new technologies to enter the Indian market without
requiring a wholesale rewrite of licensing laws.


Major Market Trends


The telecoms trends in India will have a great impact on everything from the humble PC,
internet, broadband (both wireless and fixed), and cable, handset features, talking SMS, IPTV,
soft switches, and managed services to the local manufacturing and supply chain. This report
discusses key trends in the Indian telecom industry, their drivers and the major impacts of such
trends affecting mobile operators, infrastructure and handset vendors.


Higher Acceptance For Wireless Services




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   Indian customers are embracing mobile technology in a big way (an average of four million
subscribers added every month for the past six months itself). They prefer wireless services
compared to wire-line services, which is evident from the fact that while the wireless subscriber
base has increased at 75 percent from 2001 to2006, the wire-line subscriber base growth rate is
negligible during the same period .In fact, many customers are returning their wire-line phones to
their service providers as mobile provides a more attractive and competitive solution. The main
drivers for this trend are quick service delivery for mobile connections, affordable pricing plans
in the form of pre-paid cards and increased purchasing power among the 18 to 40 years age
group as well as sizeable middle class – a prime market for this service .Some of the positive
impacts of this trend are as follows.
   According to a study, 18 percent of mobile users are willing to change their handsets every
year to newer models with more features, which is good news for the handset vendors. The other
impact is that while the operators have only limited options to generate additional revenues
through value-added services from wire-line services, the mobile operators have numerous
options to generate non-voice revenues from their customers .Some examples of value-added
services are ring tones download, colored ring back tones, talking SMS, etc. Moreover, there
exists great opportunity for content developers to develop applications suitable for mobile users
like mobile gaming, location based services etc. On the negative side, there is an increased threat
of virus – spread through mobile data connections and Bluetooth technology – in mobile phones,
making them unusable at times. This is good news for anti-virus solution providers, who will
gain from this trend.


Mergers


Demand for new spectrum as the industry grows and the fact the spectrum allocation done on the
basis of number of subscribers will force companies to merge so as to claim large number of
subscribers to gain more spectrum as a precursor to the launch of larger and expanded services.
However it must also be noted that this may very well never happen on account of low telecom
penetration.


Mahanagar Telecom Nigam Limited

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MTNL was set up on 1st April 1986 by the Government of India to upgrade the quality of
telecom services, expand the telecom network, and introduce new services and to raise revenue
for telecom development needs of India’s key metros – Delhi, the political capital, and Mumbai,
the business capital. In the past 17 years, the company has taken rapid strides to emerge as
India’s leading and one of Asia’s largest telecom operating companies. The company has also
been in the forefront of technology induction by converting 100% of its telephone exchange
network into the state-of-the-art digital mode. The Govt. of India currently holds 56.25% stake in
the company. In the year 2003-04, the company's focus would be not only consolidating the
gains but also to focus on new areas of enterprise such as joint ventures for projects outside
India, entering into national long distance operation, widening the cellular and CDMA-based
WLL customer base, setting up internet and allied services on an all India basis.
MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market for
fixed wire line phones is stagnating, MTNL faces intense competition from the private players—
Bharti, Vodafone and Idea Cellular, Reliance Infocomm—in mobile services. MTNL recorded
sales of Rs. 60.2 billion ($1.38 billion) in the year2005-06, a decline of 5.8 per cent over the
previous year’s annual turnover of Rs.63.92 billion.


Reliance Communication


Reliance is a $16 billion integrated oil exploration to refinery to power and textiles
conglomerate. It is also an integrated telecom service provider with licenses for mobile, fixed,
domestic long distance and international services. Reliance Infocomm offers a complete range of
telecom services, covering mobile and fixed line telephony including broadband, national and
international long distance services, data services and a wide range of value added services and
applications. Reliance India Mobile, the first of Infocomm initiatives was launched on December
28, 2002. This marked the beginning of Reliance's vision.
Reliance Infocomm plans to extend its efforts beyond the traditional value chain to develop and
deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector
organizations. Until recently, Reliance was permitted to provide only “limited mobility” services
through its basic services license. However, it has now acquired a unified access license for 18


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circles that permits it to provide the full range of mobile services. It has rolled out its CDMA
mobile network and enrolled more than 6 million subscribers in one year to become the
country’s largest mobile operator. It now wants to increase its market share and has recently
launched pre-paid services. Having captured the voice market, it intends to attack the broadband
market.




Tata Teleservices


Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies, over 200,000
employees and more than 2.3 million shareholders. Tata Tele services provides basic (fixed line
services), using CDMA technology in six circles: Maharashtra (including Mumbai), New Delhi,
Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka. It has over 800,000 subscribers. It has
now migrated to unified access licenses, by paying a Rs. 5.45 billion ($120 million) fee, which
enables it to provide fully mobile services as well. The company is also expanding its footprint,
and has paid Rs. 4.17 billion ($90million) to DoT for 11 new licenses under the IUC
(interconnect usage charges)regime. The new licenses, coupled with the six circles in which it
already operates, virtually gives the CDMA mobile operator a national footprint that is almost on
par with BSNL and Reliance Infocomm. In August 2004 the company started off services in 11
new circles . These circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata, Orissa,
Punjab, Rajasthan, Uttar Pradesh and Uttarakhand.


Videsh Sanchar Nigam Limited


On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly Government
corporation. The company operates a network of earth stations, switches, submarine cable
systems, and value added service nodes to provide a range of basic and value added services and
has a dedicated work force of about 2000 employees. VSNL's main gateway centers are located
at Mumbai, New Delhi, Kolkata and Chennai. The international telecommunication circuits are
derived via Intelsat and Inmar sat satellites and wide band submarine cable systems e.g. FLAG,
SEA-ME-WE-2 and SEA-ME-WE-3.The company's ADRs are listed on the New York Stock


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Exchange and its shares are listed on major Stock Exchanges in India. The Indian Government
owns approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of
Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs,ADRs, Foreign
Banks) is approximately 13 per cent and the rest is owned by Indian institutions and the public.
The company provides international and Internet services as well as a host of value-added
services. Its revenues have declined from Rs. 70.89billion ($1.62 billion) in 2001-02 to Rs. 48.12
billion ($1.1 billion) in 2002-03, with voice revenues being the mainstay. To reverse the falling
revenue trend, VSNL has also started offering domestic long distance services and is launching
broadband services.


History Of Bsnl


The foundation of Telecom Network in India was laid by the British sometime in 19th century.
The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for
almost entire 20th century, the Telecom in India was operated as a Government of India wing.
Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of
Telecom (DoT) was separated from P&T. DoT was responsible for running of Telecom services
in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out
of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was
carved out of Department of Telecom to provide level playing field to private
telecoms.Subsequently in 1990s the telecom sector was opened up by the Government for
Private investment, therefore it became necessary to separate the Government's policy wing from
Operations wing. The Government of India corporatised the operations wing of DoT on October
01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). BSNL operates as a public
sector.




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14
                                     VISION & MISSION


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

    5.    Broadband customers base of 20 million in India by 2010 as per Broadband Policy 2004.

    .1. Providing telephone connection in villages as per government proposition.

    .2. Implementation        of   Triple   play    as   a    regular   commercial     proposition.




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                                    SERVICES PROVIDED




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.

Driven by the very best of telecom technology from chosen global leaders, it connects each inch
of the nation to the infinite corners of the globe, to enable you to step into tomorrow.

Here is an overview of the World Class services offered by the BSNL:




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.




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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. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month
only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-
Demand, Broadcast application etc will be added




             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.
BSNL also offers Web hosting and co-location services at very cheap rates.




              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




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                INTELLIGENT NETWORK



Intelligent Network Service (In Service) offers value-added services, such as:

       Free Phone Service (FPH)
       India Telephone Card (Prepaid card)
       Account Card Calling (ACC)
       Virtual Private Network (VPN)
       Premium Rae Service (PRM)
       Universal Access Number (UAN) and more




                I-NET


    India s x.25 based packet Switched Public Data Network is operational in 104 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 application 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




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(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 SERVICE


BSNL?s GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne
provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS)
both national and international, unified messaging service (send and receive e-mails) etc. You
can use CellOne 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.
CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including
Mumbai & Delhi).




                           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 for the normal network.
      Helping relieve congestion of connections in the normal cable/wire based network in
       urban areas.
      Connecting the remote and scattered rural areas.
      Limited mobility without any air-time charge


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BSNL Growth Plan




The National Internet Backbone of BSNL consists of 432 Point of Presence ( POP) that gives it
the capability of transporting IP traffic from every hook and corner of the country.          This
network provides internet services to more than 1 million dial-up customers including about 3.5
lakh customers on CLI basis.

2nd in the line of IP network, BSNL commissioned a state-of-the-art Multi Protocol Label
Switching (MPLS) NETWORK TAKING India into the next stage of the IP evolution. This
network has 10 physical nodes with all district headquarters designated as virtual nodes. This
network has opened up a new market segment of secure and reliable Virtual Private Networks
(VPNs) for corporate customers.

The latest endeavor of BSNL is a world-class multi-gigabit multi-protocol, convergent IP
infrastructure which will provide voice, data and video services through the same backbone. In
terms of infrastructure for broadband services, this would put India at par with more advanced
nations. Designated as NIB-II this will be implemented in the form of four projects.

              Project 1 involves building up of MPLS backbone

              Project 2.1 is for narrow band access

               Project 2.2 is for broadband access

               Project 3 is to put systems and processes in place to integrate network built in the
              other projects and provide services like messaging, billing etc.

All the above projects in form of NIB-II are at different stages of implementation and as per
schedule .They will be operational in the third quarter of this year. The services that will be
available to customers when NIB-II is in place:

   Narrowband and broadband Internet access.
   Virtual Private Network.



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   Managed OPE
   Value Added Services like encryption, firewall and NAT
   Messaging: Plain Vanilla and feature rich
   Data Center Services: web hosting and web-collocation.
   Content based Services: e.g. video multicast, video on demand, interactive gaming


CHALLENGES FACED BY BSNL


    During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007) BSNL has added
    9.6 million new customers in various telephone services taking its customer base to 64.8
    million. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million.
    However, despite impressive growth shown by BSNL in recent times, the fixed line customer
    base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought
    down long distance calling rate under OneIndia plan, however, the success of the scheme is
    not known. However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been
    accepted by the CMD BSNL.
    Presently there is an intense competition in IndianTelecom sector and
    Various Telcos are rolling out attractive schemes and are providing good customer services.
    However, BSNL being legacy operator and its conversion from a Government Department
    earns lot of criticism for its poor customer service. Although in recent past there have been
    tremendous improvement in working of BSNL but still it is much below the Industry's
    Expectations. A large aging (average age 49 years (appx)) workforce (300,000 strong), which
    is mostly semi-illetrate or illeterate is the main reason for the poor customer service. Further,
    the Top management of BSNL is still working in BSNL on deputation basis holding
    Government employee status thus having little commitment to the organisation. Although in
    coming years the retirement profile of the workforce is very fast and around 25% of existing
    workforce will retire by 2010, however, still the workforce will be quite large by the industry
    standards. Quality of the workforce will also remain an issue.
    Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for
    provide service in non-lucarative areas especially rural areas) has been slashed by 37% by
    TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottomlines of BSNL.


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LEVEL STRUCTURE OF ORGANIZATION


I) ORGANIZATION CHART OF BSNL




                                  22
Popular Brands of the Company




                                BSNL fixed service




                                   BSNL Mobile




                                       Pre-paid Mobile




                                BSNL Broadband



                                BSNL Sanchar net




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Challenges Ahead

During Financial Year 2006-2007 (From April 1, 2006 to March 31, 2007) BSNL has added 9.6
million new customers in various telephone services taking its customer base to 64.8 million.
The following are the main challenges faced by BSNL

   Threats from competitor’s bsnl's - BSNL nearest competitor Bharti Airtel is standing at a
   customer base of 39 million.

   Declining in fixed line customer - Despite impressive growth shown by BSNL in recent
   times, the fixed line customer base of BSNL is declining. In order to retain its fixed-line
   customers BSNL has brought down long distance calling rate under One India plan, however,
   the success of the scheme is not known. However, BSNL faces bleak fiscal 2006-2007 as
   users flee, which has been accepted by the CMD BSNL.

   Poor customer service - Presently there is an intense competition in Indian Telecom sector
   and various Telcos are rolling out attractive schemes and are providing good customer
   services. However, BSNL being legacy operator and its conversion from a Government
   Department, earns lot of criticism for its poor customer service.

   Lack of skilled manpower -Although in recent past there have been tremendous
   improvement in working of BSNL, still it is below the Industry's expectations. A large aging
   (average age 49 years(appx)) workforce (300,000 strong), which is mostly semi-literate or
   illiterate is the main reason for the poor customer service.

   Lack of active management - Despite all the limitations of a legacy set-up, the management
   has been striving hard for the growth of the organization - and has been able to give a tough
   and sustained fight to the competition - rather unheard in the Indian PSUs.

    Large workforce - Although in coming years the retirement profile of the workforce is very
   fast and around 25% of existing workforce will retire by 2010, still the workforce will be
   quite large by the industry standards. Quality of the workforce will also remain an issue.



                                                                                                24
Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide
service in non-lucrative areas especially rural areas) has been slashed by 37% by TRAI, i.e. April
1, 2007. The reduction in ADC may hit the bottom lines of BSNL




                                                                                               25
AIM OR OBJECTIVE

   OF STUDY




                   26
                               OBJECTIVE OF STUDY
   To study the views of consumer regarding the satisfaction level with BSNL
   To study about the land line phone services provided by BSNL.
   To find out the trust and commitment of BSNL consumers.
   To find out the parameters that could help BSNL to improve its services and increase the
    satisfaction of its consumers.




                                                                                         27
                          CUSTOMER SATISFACTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.[1]

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.


Measuring Customer Satisfaction

Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for



                                                                                                  28
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance. This provides the
measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by
Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to expectation.
According to Garbrand, customer satisfaction equals perception of performance divided by
expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of performance of the organization being measured.

Satisfaction is the level of person’s felt straight resulting form comparing products perceived
performance (or outcome) in relation to the person’s expectation.


Thus the satisfaction level is the function if the difference between perceived performance and
expectation. If the performance fall short of expectation the customer is dissatisfied. If the
performance matches the expectation the customer is satisfied, if the performance exceeds
expectation the customer is highly satisfied, pleased or delighted.


But how the buyers form their expectation?
Expectation are formed on the basis of buyer’s past buying experience. Statement made by
friends and associates and marketer and competitor information and promise. If the marketer rays
expectation too high the buyer is likely to be disappointed. On the other hand, if the company
sets expectation too low it won’t attract enough buyers although it will satisfy those who buy.


Some of the most successful companies are raising expectation and delivering performance to
match. These are aiming at total customer satisfaction.


                                                                                                  29
Customer Satisfaction for Business
Business encompasses a number of activities there was a time when manufacturing was at one
end and retailing at the other. But now there are many activities of business before the
manufacturing begins and after a product is sold. In fact essence of all business activities should
be the same consumer protection and satisfaction. The basic function of business is to identify as
well as anticipate consumer demand produced and distribute authentic goods and services of the
right quality and at the most reasonable possible prices.


After all goods are produced or services provided with the utility object of satisfaction. In a free,
uncontrolled economy it is the consumer who determines what goods shall be produced. It is the
consumer who influences the prices and determines where , when and how goods and services
will be marketed.


A customer is the most important visitor on our premises.
He is not dependent on us, we are dependent on him.
He is not an interruption in our work, he is the purpose for it.
He is not the outsider on our business, he is part of it.
We are not doing him a favourable by serving him, he is doing us a favour by giving us an
opportunity to do so.


Business Changes its Attitude to Satisfy Customer
There is a shift in the social and economic priority of the people earlier. The emphasis was on
improving the material standard of living, but now the customer are more sensitive to social and
environmental needs. The orientation is shifting from things to people.
India is entering a more advanced stage of cultural and economic development. Indians are
willing to spend more money and put in effort on environment and other social needs.
There is a growing feeling that advertising is a manipulating tools where by seller in fairly coax
customer into buying thing which they really do not want.
There is an increasing competitiveness in every sphere of business.
Business has to change its attitude towards consumerisation in order to survive in the competitive
environment across the world.


                                                                                                  30
A business leader has to be aware of the changes in the business environment and orient his
organization to the changing times to face the accompanying challenges. An organization has to
adopt a strategy of customer satisfaction through quality improvement and maintaining delivery
schedule. This is so, specially when consumerisation has come to stay and business cannot help
but respond to it imaginatively.


Methodologies

The University of Michigan's American Customer Satisfaction Index (ACSI) is the scientific
standard of customer satisfaction. Academic research has shown that the national ACSI score is a
strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of
Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research has
shown that ACSI data predicts stock market performance, both for market indices and for
individually traded companies. Increasing ACSI scores has been shown to predict loyalty, word-
of-mouth recommendations, and purchase behavior. The ACSI measures customer satisfaction
annually for more than 200 companies in 43 industries and 10 economic sectors. In addition to
quarterly reports, the ACSI methodology can be applied to private sector companies and
government agencies in order to improve loyalty and purchase intent. Two companies have been
licensed to apply the methodology of the ACSI for both the private and public sector: CFI
Group, Inc. applies the methodology of the ACSI offline, and Foresee Results applies the ACSI
to websites and other online initiatives.

The Net Promoter score is a management tool that can be used to gauge the loyalty of a firm's
customer relationships. It serves as an alternative to traditional customer satisfaction research.
Companies obtain their Net Promoter Score by asking customers a single question (usually,
"How likely is it that you would recommend us to a friend or colleague?"). Based on their
responses, customers can be categorized into one of three groups: Promoters, Passives, and
Detractors. In the net promoter framework, Promoters are viewed as valuable assets that drive
profitable growth because of their repeat/increased purchases, longevity and referrals, while
Detractors are seen as liabilities that destroy profitable growth because of their complaints,




                                                                                               31
reduced purchases/defection and negative word-of-mouth. Companies calculate their Net
Promoter Score by subtracting their % Detractors from their % Promoters.

The Kano model is a theory of product development and customer satisfaction developed in the
1980's by Professor Noriaki Kano that classifies customer preferences into five categories:
Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some
insight into the product attributes which are perceived to be important to customers. Kano also
produced a methodology for mapping consumer responses to questionnaires onto his model.

SERVQUAL or RATER is a service-quality framework that has been incorporated into
customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer) to
indicate the gap between customer expectations and experience.

J.D. Power and Associates is another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing research
consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include
A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of
Excellence framework and which helps define a company’s status against eight critically
identified dimensions.

After four and half year of corporatisation of BSNL, a customer-focused approach among its
employees is still not present. In this era of intense competition, it is very important for any
service company to understand that merely acquiring customers is not sufficient because there is
a direct link between customer satisfaction over time and profitability & growth. Customer
satisfaction to a great extent depends on service quality. It also depends on the ability of the
organization to encourage customers to complain and then recover when things go wrong.
Complaints are natural part of any service activity as mistakes are an unavoidable feature of all
human endeavor and thus also of service recovery. Service recovery is the process of putting
things right after something goes wrong in the service delivery.




                                                                                              32
Importance of Customer Satisfaction


Why are customers more profitable for service firms over a period of time? There are a number
of reasons for this. To begin with, to acquire a customer a company incurs promotional costs like
advertising, sales promotion etc. It is said that it costs five times more to attract a new
customer than retaining one. The operating cost decreases when a customer stays. Services
being rich in experience and credence qualities, it takes some time for customers to get
accustomed to it and once they are used to the service and are satisfied with the service provider,
they tend to purchase more over a period of time.


As they remain satisfied with a service provider, they spread a positive word of mouth, which is
very effective in case of services for attracting new customers. Longer the customer stays with an
organization, more the organization knows about him, which enables it to offer customized
services which make it difficult for the customer to defect. This may even provide opportunities
to the organization to charge price premium by offering individualized services which may be
difficult for the competitors to offer.


Considering the importance of satisfying customers in service business, Reichheld & Sasser
coined a term ‘Zero Defection’. They highlighted that companies can boost profits by almost
100% by retaining just 5% more of their customers. Further, it is also very important to
understand the life time value of a customer. For example, if an average customer of BSNL
pays Rs. 500 per month and stays with the company for 20 years., his average lifetime value will
be Rs. 500x 12x 20=Rs. 1,20,000. Further, if by a positive word of mouth, he brings just one
more customer to the organization, his value to the organization doubles. Therefore, it is
important for all the employees in the organization to understand the life time value of their
customers. Once they understand it, they will treat the customer accordingly and will focus on
building relationship with the very people who keep them in business.




                                                                                                33
Reasons for customer switching
The reasons for customer switching can be identified as following:


Pricing (High price, unfair pricing, deceptive pricing)
Inconvenience (Wait for service, wait for appointment)
Core service failure (Service mistakes, Billing errors)
Service encounter failure (Uncaring, impolite, unresponsive behavior)
Response to service failure (Negative response, no response, reluctant response)
Competition (Found better service)
Ethical problem (Cheating, Unsafe)
Involuntary switching (customer moved, provider closed)


An important aspect of the above is that six out of the eight service switching factors are
controllable from a service organization’s point of view.


Strategies for Customer Satisfaction

(A) Complaint Management System


Any worthwhile complaints management system has to have following basic features:

Visibility: Customer should know where to complain.
Accessibility: Customer should know how to complain. As a rule of thumb, the more formal the
system for lodging complaints, the less accessible it is to customers.
Responsiveness: Complaints need to be dealt quickly. The quicker the complaints are dealt with,
the higher the customer satisfaction.
Customer-focused approach: A service provider who adopts customer-focused approach,
invites complaints and indicates commitment of resolving complaints by its words and actions in
all fairness.
Accountability: Someone in the organization has to take responsibility for complaint handling.
Continuous Improvement: This is about looking at the root causes and fixing them.




                                                                                             34
A good complaint management system must ensure that that complainant is kept informed, the
staff understands the complaint processes, complaints are taken seriously and employees are
empowered to deal with situations.
(B) Service Recovery Strategies


Consider the following incident regarding an airlines (British Airways). “An aircraft door was
left open in a rainstorm before take off and a passenger near the door unfortunately got
showered. The flight attendant not only did everything that was routine- offered to have the
customer’s garments cleaned and made sure that a customer relations representative contacted
the customer later to demonstrate that they genuinely cared- but also made special gesture by
offering the passenger a complimentary choice of certain tax free goods.”

It is very important for service companies to have service recovery strategies which can be
applied in case of service failure. The following steps are useful in an effective service recovery
system.

Measure the costs of effective service recovery. It should include the indirect cost also, when a
customer departs unhappily.
Break customer silence and listen closely for complaints.
Act fast.
Train and empower employees. The front line people must be trained and empowered by the
organization.
Close the customer feedback loop.


(C) Managing Customer Waiting

Sometimes, it is not possible to match demand & capacity, and hence waiting by customers
becomes inevitable. While reducing waiting time is important for a marketer, it is equally if not
more, important to reduce the customer’s perceived waiting time. If a customer’s perceived
waiting time is less, he will be more satisfied with the service.
Various ways of managing customer waiting are as follows:




                                                                                                35
The organization should analyze its operational processes in order to identify and remove
inefficiencies or bottlenecks, if any.
In case waiting cannot be avoided, a reservation system can be used.
Since unoccupied time feels longer than occupied time, keep customer occupied by installing
distractions that entertain and physically involve them. For example, TV sets, magazines reading
material can be provided in waiting area.
Provide ‘waiting duration information’ i.e. information about the expected length of wait and/or
‘queuing information’ i.e. a customer’s position in queue with continuous update.
If unexpected delays occur, explanation should be given to the customer. This helps in reducing
uncertainty and customer irritation. The key is to impress upon the customer that he has not been
forgotten. Simple things like providing a glass of water or a cup of tea to the waiting customer
can do wonders.
Keep resources not serving customer out of sight. This can be done by keeping idle employees
out of view and conducting activities that do not involve customer interactions out of customer’s
sight.
Try to reduce pre-service waiting time by transferring some of the pre-service waiting to the
service encounter phase.
A smiling service person who knows his job well can be very helpful in overcoming many
negative effects of waiting. Therefore, training and incentive/ rewards for providing good service
should be made.



Today’s customers are becoming harder to please. They are smarter, more price conscious, more
demanding, less forgiving and they are approached by many more competitors with equal or
better offers. The challenge is not to produce satisfied customers; several competitors can do this.
The challenge is to produce delighted and loyal customers. If these customers are retained with
the organization, they become really profitable by way of increase in purchasing, reduced
operating costs, price premiums and through referrals. Too many companies suffer from
customer churn i.e. high customer defection. It is like adding water to a leaking bucket. Various
strategies such as measuring customer life time value, efficient complaint management system
and service recovery strategies can be really helpful in retaining customers.




                                                                                                 36
                             SWOT ANALYSIS OF BSNL
Strength
The turnover nationwide coverage nearer comprehensive range of telecom services and the
desire to excel has made BSNL the number one telecom company in India
Wide coverage first mover advantage launches new and attractive schemes-
Last markets share around 25.1% good service providers.
Customer friendly service excess around all over India (Billing transaction) provides all services
under one roof.
Largest revenue generating company. BSNL is miles ahead of its rivals with 35.1 in vision basic
phone subscriber that is 85 % share of subscribes base and 92% share in revenue terms
BSNL is numero Uno operator of India in all services in its license area.
BSNL is an only services provider making focused efforts and planned initiative to bridge the
rural and urban digital divide ICT Sector.
BSNL serves its customer with its wide bouquet of telecom services.
The company has vast experience in planning.
The centralized structure.
Net Profit – present turnover of BSNL is more than Rs. 351820-00 million with net profit to the
line of Rs. 99390 million for the last financial year.


Weakness
BSNL is not so customer friendly.
Network problems like congestion server down problem mainly in the evening time.
Because of the large coverage area and due to leased lines the company has incurred high
maintenance cost.
Lack of proper implementation of services.
Inconsistent in working practice.
Since the company launched so many brands so the company loosed it special position in
consumer minds.
Less coordination in working culture or working staff.
Opportunities


                                                                                               37
BSNL planned to expand its customer base from present 47 millions line to 125 million lines by
December 2008.
Infrastructure investment planed to the line of Rs. 733 crores in the next three year.
Moves toward international market
The company is not limited to basic phone services also capturing other market segment like
mobile, internet i.e. broad band services.
Planning to merger with top MNC’s


Threats


Since the more telecom companies entered in and Indian market therefore the company faces
some threats because of foreign players like Vodafone, etc.
Competitors Strategies – Because of the high competitions with the other companies like Airtel,
Reliance Communication, and Vodafone. The company adopts the low call rates schemes as a
result of which the company may face some problems.
International competition- the other company provide more feature as well            as   additional
services.
Financing these requirements require a little more liberal approach from the policy side. Problem
of limited spectrum availability and the issue of interconnection charges between the private and
state operators




                                                                                                 38
REVIEW OF

LITERATURE




             39
         REVIEW OF LITERATURE



In this 21st century the digital revolution has transformed the economy in to a new
economy which empowered the customer with new set of capabilities such as;
1.Access to greater amount of information, 2.Wider variety of available good and
services 3.Greater ease of interacting with the service provider.


      This new capability in the new economy led the customer to market the
marketing and plays a very vital role in the growth of the market. It is essential in
the service industry in particular, place greater emphasis on the enablers leading to
customer satisfaction and customer retention. It is in this context is very important
to understand the customer requirements to provide value-(QSP - Quality, Service
and Price) and track and manage the customer satisfaction for retention and
creation of new customers.


      In Service industry it is not enough if the product meets the functional
requirements of the customer, it should also meet certain other customer
expectations like the behaviors/attitude of the person who provides service. The
customer satisfaction is the combination of both technical features & human
behavioural aspects. The quality management only addresses the systems and
processes; service addresses the customer service independently. In today’s new
economy, it is essential to address the enablers for customer satisfaction for
business growth with utmost importance as they are interdependent in nature.




                                                                                  40
RESEARCH
METHODOLOGY




              41
RESEARCH METHODOLOGY


Problem Formulation:

BSNL is the biggest company in the telecom sector and is providing its services even in the
remote areas. BSNL has the largest consumer base of land line phones that has both satisfied and
dissatisfied consumers. The limitation with the consumer was that they had no other choice, but
after the introduction of other service providers in the land line phone segment, dissatisfied
consumers have got an opportunity to opt for other services. The study is based on the
parameters that could help the satisfaction level of the BSNL land line consumers.




Research Design:
The research is based on the descriptive design which describes the different parameters of
services of BSNL and their impact over the satisfaction of consumer. The descriptive design
helps out to find out the solution of the weakness of BSNL so as to improve the satisfaction level
of the consumer.


Sources of Data Collection:
Primary Data:
Primary data has been obtained by the survey conducted with face to face interaction with the
respondents which assisted in knowing the response from them. This helps to build up a new
data which is necessary for the study.

Secondary Data:
Secondary data has been collected from reports available in Jalaun Telecom District, Website
and other printed documents of BSNL.




                                                                                               42
Data Collection Method:
Data was collected by knowing the views of the respondents through a questionnaire which
contains close ended questions. The questionnaire contains structured and close ended questions.
Maximum questions are based on the 5 likert scale


Sample Technique:
To meet out the research objectives I have used cluster sampling technique. The technique splits
the large area of Jalaun distt. into 3 small non overlapping areas (clusters) so as to make the
study appropriate according the requirement of different locations.


Sample Size: Cluster 1: 100
                 Cluster 2: 50
                 Cluster 3: 50


Sample Area:
Dehradun




                                                                                             43
                                Limitations Of The Study

   First limitation is with the regard to response tendency, as much time the respondents were
    very careless in filling the details contained in the questionnaire.
   Many time respondents fill ambiguous response by the lack of their time.
   The research contains the study on limited causes and reasons of consumer dissatisfaction but
    their can be many more factors on which the study can be elaborated.
   Respondent some time not given the proper data because they want it to keep confidential.
   Result taken from the analysis comprises the data from Jalaun Distt. only which doesn’t
    show the responses from the other cities or areas which could have been more accurate in the
    study results.
   As the questionnaire was in English and many respondents were facing problems in
    understanding the matter thus it was consuming too much time to explain them the questions.




                                                                                                44
                        Data Analysis and Interpretation

                                           Cluster 1
                       Easiness In Applying For A Phone Connection


                                     Yes                 No
                                     59                  41

                                            Table 1




                          41%
                                                                                Yes
                                                                                No
                                                          59%




                                            Figure 1



As per the analysis of 100 respondents for easiness in applying for the BSNL land line phone,
59% respondents said ‘Yes’ and 41% respondents said ‘No’.




                                                                                                45
                Time Taken By BSNL To Provide And Activate Connection

    Highly          Satisfied      Neutral         Dissatisfied            Highly       Mean
   Satisfied                                                             Dissatisfied
      16               31               9               30                   14         2.95

                                             Table 2




                             14%            16%

                                                             Highly Satisfied
                                                             Satisfied
                                                             Neutral
                       30%                                   Dissatisfied
                                                  31%
                                                             Highly Dissatisfied

                                   9%




                                             Figure 2



In the analysis of respondents for time taken to provide and activate the connection of BSNL
‘Highly Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2,
‘Neutral’ was given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly
Dissatisfied’ was given the weightage of 5. The mean score of 2.95 indicates that time taken to
provide and activate the connection from BSNL is near to ‘Neutral’.




                                                                                               46
                  Time Taken By BSNL To Reply To Query Or Complaint.

    Highly          Satisfied       Neutral         Dissatisfied            Highly       Mean
   Satisfied                                                              Dissatisfied
      21               21              5                 31                   22         3.12

                                              Table 3




                            22%               21%
                                                              Highly Satisfied
                                                              Satisfied
                                                              Neutral
                                                              Dissatisfied
                                                 21%
                                                              Highly Dissatisfied
                            31%
                                           5%




                                              Figure 3

In the analysis of respondents for time taken to respond to the queries and complaints, ‘Highly
Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2, ‘Neutral’ was
given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly Dissatisfied’
was given the weightage of 5. The mean score of 3.12 indicates that time taken to respond to
queries and complaints were near to ‘Neutral’ and far from ‘Dissatisfied’.




                                                                                                47
                                    Accuracy Of Bills Generated



    Highly          Satisfied         Neutral          Dissatisfied           Highly       Mean
   Satisfied                                                                Dissatisfied
      22               31                4                 26                   17         2.85

                                                Table 4




                              17%               22%
                                                                Highly Satisfied
                                                                Satisfied
                                                                Neutral
                        26%                                     Dissatisfied
                                                                Highly Dissatisfied
                                                 31%
                                4%




                                                Figure 4


In the analysis of respondents for time taken to respond to the queries and complaints, ‘Highly
Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2, ‘Neutral’ was
given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly Dissatisfied’
was given the weightage of 5. The mean score of 2.85 indicates that time taken to respond to
queries and complaints were near to ‘Neutral’ and far from ‘Satisfied’.




                                                                                                  48
                          Improvement In Bill Depositing System


                                   Yes                  No
                                   65                   35

                                           Table 5




                          35%

                                                                      Yes
                                                                      No

                                                        65%




                                          Figure 5

As per the analysis for improvement in bill depositing system of BSNL landline phones 65%
respondents said ‘Yes’ and 35% respondents said ‘No’.




                                                                                            49
                                 Quality Of Equipment Supplied.


    Highly          Satisfied         Can’t Say     Dissatisfied            Highly       Mean
   Satisfied                                                              Dissatisfied
      29               24                7               27                   13         2.71

                                              Table 6




                                13%
                                                  29%
                                                              Highly Satisfied
                                                              Satsfied
                                                              Can't Say
                       27%
                                                              Dissatisfied
                                                              Highly Dissatisfied

                                 7%          24%




                                              Figure 6


In the analysis of respondents for time taken to respond to the queries and complaints, ‘Highly
Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2, ‘Can’t Say’
was given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly
Dissatisfied’ was given the weightage of 5. The mean score of 2.71 indicates that time taken to
respond to queries and complaints were near to ‘Can’t Say’ and far from ‘Satisfied’




                                                                                                50
                                       Value Added Services.



    Highly          Satisfied       Neutral         Dissatisfied            Highly       Mean
   Satisfied                                                              Dissatisfied
      29               22                5               18                   26         2.70

                                              Table 7




                            26%                 29%
                                                              Highly Satisfied
                                                              Satisfied
                                                              Neutral
                                                              Dissatisfied
                         18%                                  Highly Dissatisfied
                                              22%
                                  5%




                                              Figure 7

In the analysis of respondents for time taken to respond to the queries and complaints, “Highly
Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2, ‘Neutral’ was
given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly Dissatisfied’
was given the weightage of 5. The mean score of 2.70 indicates that time taken to respond to
queries and complaints were near to ‘Neutral’ and far from ‘Satisfied’




                                                                                                  51
                                 Behaviour Of Staff Of BSNL



                                     Yes                 No
                                     62                  38

                                            Table 8




                           38%

                                                                         Yes
                                                                         No

                                                          62%




                                            Figure 8

As per the analysis of the satisfaction of behaviour of staff of BSNL, out of 100 respondents 62%
respondents said ‘Yes’ and 38% respondents said ‘No’.




                                                                                              52
                                  Overall Services Provided.


    Highly          Satisfied       Neutral           Dissatisfied           Highly       Mean
   Satisfied                                                               Dissatisfied
      28               22              7                  23                   20         2.85

                                              Table 9




                            20%
                                                28%
                                                               Highly Satisfied
                                                               Satisfied
                                                               Neutral
                                                               Dissatisfied
                        23%
                                                               Highly Dissatisfied
                                              22%
                                  7%




                                              Figure 9

In the analysis of respondents for time taken to respond to the queries and complaints, ‘Highly
Satisfied’ was given the weightage of 1, ‘Satisfied’ was given he weightage of 2, ‘Neutral’ was
given the weightage of 3, ‘Dissatisfied’ was given the weightage of 4 and ‘Highly Dissatisfied’
was given the weightage of 5. The mean score of 2.85 indicates that time taken to respond to
queries and complaints were near to ‘Neutral’ and far from ‘Satisfied’




                                                                                                 53
                      Shifting From BSNL To Other Service Provider.

Definitely Yes     Probably Yes     Neutral        Probably No    Definitely No   Mean
      2                 4             4                25              65         4.47

                                         Table 10


                                       2%
                                          4%
                                              4%

                                                             Definitely Yes

                                                   25%       Probably Yes
                                                             Neutral
                                                             Probably No
                        65%                                  Definitely No




                                         Figure 10


In the analysis of respondents for shifting from BSNL to other landline service provider,
‘Definitely Yes’ was given the weightage of 1, ‘Probably Yes’ was given he weightage of 2,
‘Neutral’ was given the weightage of 3, ‘Probably No’ was given the weightage of 4 and
‘Definitely No’ was given the weightage of 5. The mean score of 4.47 indicates that shifting
from BSNL to other land line service provider were near to ‘Probably No’ and far from
‘Definitely No’.




                                                                                         54
                                 Improvement In Services.


                                    Yes                 No
                                    59                  41

                                          Table 11




                         41%
                                                                      Yes
                                                                      No
                                                         59%




                                          Figure 11

As per the analysis for the need in improvement in services 59% respondents said ‘Yes’ and 41%
respondents said ‘No’.




                                                                                           55
                             Recommendation Of BSNL To Others.

Definitely Yes      Probably Yes         Neutral    Probably No    Definitely No   Mean
      60                 31                5             1               3         1.56

                                              Table 12



                                    3%
                                   1%
                               5%

                                                              Definitely Yes
                                                              Probably Yes
                       31%                                    Neutral
                                                     60%      Probably No
                                                              Definitely No




                                             Figure 12


In the analysis of respondents for shifting from BSNL to other landline service provider,
‘Definitely Yes’ was given the weightage of 1, ‘Probably Yes’ was given he weightage of 2,
‘Neutral’ was given the weightage of 3, ‘Probably No’ was given the weightage of 4 and
‘Definitely No’ was given the weightage of 5. The mean score of 1.56 indicates that shifting
from BSNL to other land line service provider is almost in between ‘Probably Yes” and
‘Definitely Yes’.




                                                                                          56
                                           Cluster 2
                       Easiness In Applying For A Phone Connection


                                     Yes                 No
                                     30                  20

                                            Table 13




                          40%
                                                                        Yes
                                                                        No
                                                          60%




                                            Figure 13


As per the analysis for easiness in applying BSNL land line connection, out of 50 respondents
60% respondents said ‘Yes’ and 40% respondents said ‘No’.




                                                                                                57
                 Time Taken By BSNL To Provide And Activate Connection


    Highly           Satisfied         Neutral         Dissatisfied           Highly       Mean
   Satisfied                                                                Dissatisfied
      10                18               2                 15                    5         2.74

                                              Table 14




                                 10%
                                                 20%
                                                                Highly Satisfied
                                                                Satisfied
                        30%                                     Neutral
                                                                Dissatisfied
                                                                Highly Dissatisfied
                                                 36%
                                 4%




                                              Figure 14



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.74 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’ and far from ‘Satisfied’.




                                                                                                  58
                     Time Taken By BSNL To Reply To Query Or Complaint


    Highly            Satisfied         Neutral       Dissatisfied            Highly       Mean
   Satisfied                                                                Dissatisfied
       9                 14               2                20                    5         2.96

                                               Table 15




                                  10%
                                               18%
                                                                Highly Satisfied
                                                                Satisfied
                                                                Neutral
                         40%                                    Dissatisfied
                                                     28%
                                                                Highly Dissatisfied

                                          4%




                                               Figure 15

In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.96 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                  59
                                  Accuracy Of Bills Generated


    Highly           Satisfied       Neutral          Dissatisfied           Highly       Mean
   Satisfied                                                               Dissatisfied
      12                13               3                15                    7         2.84

                                              Table 16




                              14%
                                               24%
                                                               Highly Satisfied
                                                               Satisfied
                                                               Neutral
                        30%                                    Dissatisfied
                                                               Highly Dissatisfied
                                                26%
                                    6%




                                              Figure 16


In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.84 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’ and far from ‘Satisfied’.




                                                                                                 60
                            Improvement In Bill Depositing System


                                    Yes                 No
                                    35                  15

                                           Table 17




                             30%



                                                                       Yes
                                                                       No


                                                       70%




                                          Figure 17



As per the analysis for improvement in bill depositing system 70% respondents said ‘Yes’ and
30% respondents said ‘No’




                                                                                               61
                                 Quality Of Equipment Supplied.



    Highly           Satisfied       Can’t Say      Dissatisfied      Highly              Mean
   Satisfied                                                        Dissatisfied
      16                  11             4                13             6                2.64

                                              Table 18



                               12%


                                                    32%
                                                                    Highly Satisfied
                                                                    Satsfied
                    26%                                             Can't Say
                                                                    Dissatisfied
                                                                    Highly Dissatisfied


                               8%             22%




                                              Figure 18


In the analysis for accuracy of generated bills, “Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.64 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’ and far from ‘Satisfied’.




                                                                                                 62
                                       Value Added Services


    Highly           Satisfied         Neutral      Dissatisfied          Highly         Mean
   Satisfied                                                            Dissatisfied
      15                7                3                10                15           3.06

                                                  Table 19




                             30%                    30%            Highly Satisfied
                                                                   Satisfied
                                                                   Neutral
                                                                   Dissatisfied
                                                                   Highly Dissatisfied
                                                   14%
                                 20%
                                             6%




                                             Figure 19



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 3.06 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                63
                                  Behaviour Of Staff Of BSNL


                                     Yes                 No
                                     20                  30

                                           Table 20




                                                          40%
                                                                        Yes
                                                                        No
                          60%




                                           Figure 20


As per the analysis for satisfaction with behaviour of staff of BSNL 60% respondents said ‘No’
and 40% respondents said ‘Yes’.




                                                                                             64
                                       Overall Services Provided.


    Highly          Satisfied           Neutral         Dissatisfied           Highly       Mean
   Satisfied                                                                 Dissatisfied
      15                9                  16                3                    7         2.56

                                                Table 21




                                 14%
                                                   30%           Highly Satisfied
                            6%
                                                                 Satisfied
                                                                 Neutral
                                                                 Dissatisfied
                                                                 Highly Dissatisfied
                            32%
                                                  18%




                                                Figure 21



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.56 indicates that time taken to provide and activate the BSNL landline connection lies
in between ‘Neutral’ and ‘Satisfied’.




                                                                                                   65
                      Shifting From BSNL To Other Service Provider.


Definitely yes    Probably Yes         Neutral          Probably No      Definitely No   Mean
      1                3                 5                  26                15         4.02

                                           Table 22




                                       2% 6%

                                                  10%
                         30%
                                                               Definitely yes
                                                               Probably yes
                                                               Neutral
                                                               Probably no
                                                               Definitely no


                                            52%




                                           Figure 22



In the analysis for shifting from BSNL to other service provider, “Definitely Yes’ was given the
weightage of 1, ‘Probably Yes’ was given the weightage of 2, ‘Neutral’ was given the weightage
of 3, ‘Probably No’ was given the weightage of 4 and ‘Definitely No’ was given the weightage
of 5. The mean score of 4.02 indicates that shifting from BSNL to other services were near to
‘Probably No’.




                                                                                             66
                                 Improvement In Services.


                                   Yes                 No
                                   24                  26

                                          Table 23




                                                        48%           Yes
                         52%                                          No




                                         Figure 23

As per the analysis for need of improvement in services of BSNL 52% respondents said ‘No’ and
48% respondents said ‘Yes’.




                                                                                          67
                            Recommendation Of BSNL To Others.



Definitely yes    Probably Yes         Neutral          Probably No       Definitely No   Mean
     30                10                7                   3                  0         1.66


                                             Table 24




                                6%      0%
                        14%
                                                                Definitely Yes
                                                                Probably Yes
                                                                Neutral
                      20%                           60%         Probably No
                                                                Definitely No




                                           Figure 24



In the analysis for shifting from BSNL to other service provider, ‘Definitely Yes’ was given the
weightage of 1, ‘Probably Yes’ was given the weightage of 2, ‘Neutral’ was given the weightage
of 3, ‘Probably No’ was given the weightage of 4 and ‘Definitely No’ was given the weightage
of 5. The mean score of 1.66 indicates that shifting from BSNL to other services were near to
‘Probably Yes’ and far from ‘Definitely Yes’.




                                                                                             68
                                          Cluster 3
                       Easiness In Applying For A Phone Connection


                                    Yes                  No
                                    35                   15

                                           Table 25




                            30%



                                                                              Yes
                                                                              No


                                                        70%




                                           Figure 25

As per the analysis of 50 respondents for easiness in applying phone of BSNL landline 70%
respondents said ‘Yes’ and 30% respondents said ‘No’.




                                                                                            69
                Time Taken By BSNL To Provide And Activate Connection.


    Highly          Satisfied       Neutral       Dissatisfied        Highly              Mean
   Satisfied                                                        Dissatisfied
      14                19              0               11               6                2.52

                                            Table 26



                             12%

                                                 28%
                                                                    Highly Satisfied
                                                                    Satisfied
                    22%
                                                                    Neutral
                                                                    Dissatisfied
                                                                    Highly Dissatisfied
                       0%


                                        38%



                                            Figure 26


In the analysis for accuracy of generated bills, “Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.52 indicates that time taken to provide and activate the BSNL landline connection lies
in between ‘Neutral’ and ‘Satisfied’.




                                                                                                 70
                     Time Taken By BSNL To Reply To Query Or Complaint.

    Highly             Satisfied          Neutral         Dissatisfied            Highly       Mean
   Satisfied                                                                    Dissatisfied
       9                  14                  2               20                     5         2.96

                                              Table 27




                                   10%
                                              18%
                                                             Highly satisfied
                                                             satisfied
                                                             Neutral
                          40%                                dissatisfied
                                                    28%
                                                             Highly Dissatisfied

                                         4%




                                              Figure 27

In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.96 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                  71
                                   Accuracy Of Bills Generated

    Highly           Satisfied           Neutral          Dissatisfied          Highly         Mean
   Satisfied                                                                  Dissatisfied
       9                15                  1                  15                 10           3.04

                                                Table 28




                                 20%               18%


                                                                         Highly Satisfied
                                                                         Satisfied
                                                                         Neutral
                                                                         Dissatisfied
                                                                         Highly Dissatisfied
                                                         30%
                             30%


                                           2%




                                            Figure 28



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 3.04 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                  72
                          Improvement In Bill Depositing System


                                     Yes                 No
                                     35                  15

                                              Table 29




                               30%



                                                                                  Yes
                                                                                  No


                                                          70%




                                           Figure 29


In the analysis for improvement in bill generating system 70% respondents said ‘Yes’ and 30%
respondents said ‘No’.




                                                                                           73
                                   Quality Of Equipment Supplied.

    Highly           Satisfied           Can’t say       Dissatisfied             Highly       Mean
   Satisfied                                                                    Dissatisfied
      15                 14                  4                12                     5         2.56

                                                  Table 30




                                 10%

                                                  30%        Highly Satisfied
                                                             Satisfied
                       24%
                                                             Can't say
                                                             Dissatisfied
                                                             Highly Dissatisfied
                              8%
                                            28%




                                             Figure 30



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied” was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 2.56 indicates that time taken to provide and activate the BSNL landline connection lies
between ‘Neutral’ and ‘Satisfied’.




                                                                                                  74
                                    Value Added Services


    Highly           Satisfied           Neutral         Dissatisfied           Highly       Mean
   Satisfied                                                                  Dissatisfied
      15                 9                 2                  8                   16         3.02

                                            Table 31




                     32%                           30%
                                                                    Highly Satisfied
                                                                    Satisfied
                                                                    Neutral
                                                                    Dissatisfied
                                                                    Highly Dissatisfied


                         16%                   18%
                                    4%




                                            Figure 31



In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 3.02 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                75
                                Behaviour Of Staff Of BSNL



                                    Yes                   No
                                    20                    30

                                               Table 32




                                                               40%
                                                                                   Yes
                                                                                   No
                              60%




                                          Figure 32



As per the analysis of 50 respondents for the behaviour of staff of BSNL 60% respondents said
‘No’ and 40% respondents said ‘Yes’.




                                                                                            76
                                  Overall Services Provided.


    Highly           Satisfied          Neutral         Dissatisfied           Highly        Mean
   Satisfied                                                                 Dissatisfied
      12                11                 2                 13                  12          3.04

                                            Table 33




                      24%                       24%

                                                                       Highly Satisfied
                                                                       Satisfied
                                                                       Neutral
                                                                       Dissatisfied
                                                                       Highly Dissatisfied
                                                  22%
                      26%

                                      4%




                                           Figure 33

In the analysis for accuracy of generated bills, ‘Highly Satisfied’ was given the weightage of 1,
‘Satisfied’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Dissatisfied’
was given the weightage of 4 and ‘Highly Dissatisfied’ was given the weight age of 5. The mean
score of 3.04 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Neutral’.




                                                                                                77
                         Shifting From BSNL to Other Service Provider.

Definitely yes    Probably Yes          Neutral         Probably No     Definitely No    Mean
      2                3                  1                 30               14          4.02

                                            Table 34




                                       4%      6%
                                                  2%
                         28%
                                                                 Definitely yes
                                                                 Probably Yes
                                                                 Neutral
                                                                 Probably No
                                                                 Definitely No

                                              60%




                                            Figure 34


In the analysis for accuracy of generated bills, ‘Definitely Yes’ was given the weightage of 1,
‘Probably Yes’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Probably
No’ was given the weightage of 4 and ‘Definitely No’ was given the weight age of 5. The mean
score of 4.02 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Probably No’.




                                                                                            78
                                 Improvement In Services.



                                   Yes                  No
                                   32                   18


                                            Table 35




                           36%

                                                                         Yes
                                                                         No

                                                        64%




                                            Figure 35


As per the analysis of 50 respondents for improvement in services of BSNL, 64% respondents
said ‘Yes’ and 36% respondents said ‘No’.




                                                                                       79
                             Recommendation Of BSNL To Others.


Definitely yes     Probably Yes         Neutral         Probably No     Definitely No    Mean
     14                 27                3                  1                5          2.12

                                            Table 36




                                10%
                          2%
                                                  28%
                        6%
                                                                      Definitely Yes
                                                                      Probably Yes
                                                                      Neutral
                                                                      Probably No
                                                                      Definitely No



                                54%




                                           Figure 36

In the analysis for accuracy of generated bills, ‘Definitely Yes’ was given the weightage of 1,
‘Probably Yes’ was given the weightage of 2, ‘Neutral’ was given the weight age of 3, ‘Probably
No’ was given the weightage of 4 and ‘Definitely No’ was given the weight age of 5. The mean
score of 2.12 indicates that time taken to provide and activate the BSNL landline connection is
near to ‘Probably Yes’ and far from ‘Neutral’.




                                                                                            80
                    Cluster Wise Mean Analysis Of Each Variable

                        Variable                              Cluster1 Cluster2        Cluster3
Time Taken by BSNL to Provide and Activate A                    2.95        2.74          2.52
Connection

                                              Table 37

According to the study of all the three clusters the mean value of Time Taken by BSNL to
Provide and Activate the Connection for cluster 1 is 2.95, cluster 2 is 2.74 and indicates that the
customers of all clusters are near to ‘Neutral’ and far from ‘Satisfied’. In cluster 3 the mean
value is 2.52 and indicates that it lies in between ‘Satisfied and ‘Neutral’.
By the mean value it is clear that the respondents of cluster 3 are most satisfied with the time
taken by BSNL to provide and activate the connection, whereas the respondents of cluster 1 are
least satisfied.




                        Variable                              Cluster1 Cluster2        Cluster3
Time Taken By BSNL to Reply to Query or Complaint               3.12        2.96          2.96

                                              Table 38

The mean value of Time Taken by BSNL to Respond to Respond to Query or Complaint for
cluster1 is 3.12 and is near to ‘Neutral’ and far from ‘Dissatisfied’, whereas the mean value for
cluster 2 and 3 is 2.96 each and are near to ‘Neutral’ and far from ‘Satisfied’.
By the mean value it is clear that the respondents of cluster 2 and 3 are more satisfied by the
Time taken by BSNL to reply to the query or complaint, in comparison to cluster 1.




                        Variable                              Cluster1 Cluster2        Cluster3
Accuracy of Bills Generated                                     2.85        2.84          3.04

                                              Table 39

The mean value of Accuracy of Bills Generated for cluster 1 and 2 are 2.85 and 2.84 and shows
that it is near to ‘Neutral’ and are far from ‘Satisfied’, the mean value for cluster 3 is 3.04 and is
near to ‘Neutral’ and far from ‘Dissatisfied’.



                                                                                                   81
By the mean value it is clear that the respondents of cluster 2 are most satisfied with the accuracy
of bill generated by BSNL, whereas the respondents of cluster 3 are lest satisfied.




                        Variable                            Cluster1 Cluster2         Cluster3
Quality of Equipment Supplied                                  2.71       2.64          2.56

                                             Table 40

The mean value of Quality of Equipment Supplied for cluster1 is 2.71; cluster 2 is 2.64 and are
near to ‘Can’t Say’ and far from ‘Satisfied’ whereas the mean value for cluster 3, is 2.56 and lies
almost in between ‘Neutral’ and ‘Dissatisfied’.
By the mean value it is clear that the respondents of cluster 3 are most satisfied by the Quality of
equipment supplied by BSNL, whereas the respondents of cluster 1 are least satisfied.




                        Variable                            Cluster1 Cluster2         Cluster3
Value Added Services                                           2.70       3.06          3.02

                                             Table 41

The mean value of Value Added Services for cluster 1 is 2.70 and is near to ‘Neutral’ and far
from ‘Satisfied’, the mean value for cluster 2 and cluster 3 are 3.06 and 3.02 respectively and are
near to ‘Neutral’ and far from ‘Dissatisfied’.
By the mean value it is clear that the respondents of cluster 1 are most satisfied by the Value
added services of BSNL, whereas the respondents of cluster 3 are least satisfied.




                        Variable                            Cluster1 Cluster2         Cluster3
Overall Services Provided by BSNL                              2.85       2.56          3.04

                                             Table 42

The mean value of Over All Services Provided by BSNL for cluster 1 is 2.85 and is near to
‘Neutral’ and far from ‘Satisfied’, the mean value for cluster 2 is 2.56 and lies in between


                                                                                                 82
‘Satisfied’ and ‘Neutral’, the mean value for cluster 3 is 3.04 and is near to ‘Neutral’ and far
from ‘Dissatisfied’.
By the mean value it is clear that the respondents of cluster 2 are most satisfied by the overall
services provided by BSNL, whereas the respondents of cluster 3 are least satisfied.




                        Variable                             Cluster1 Cluster2         Cluster3
Shifting From BSNL to Other Service Provider                   4.47        4.02          4.02


                                             Table 43

The mean value of Shifting from BSNL to other Service Provider for cluster 1 is 4.47, cluster 2
is 4.02, and cluster 3 is 4.02 and is near to ‘Probably No’ and far from ‘Definitely No’.
By the mean value it is clear that the respondents of cluster 2 and 3 have lesser chances to shift to
other service provider in comparison to respondents of cluster 1.




                        Variable                             Cluster1 Cluster2         Cluster3
Recommendation of BSNL to Others                               1.56        1.66          2.12

                                             Table 44

The mean value of Recommendation of BSNL to Others for cluster1 and cluster 2 are 1.56 and
lies almost in between ‘Probably Yes’, the mean value for cluster 2 is 1.66 and are near to
‘Probably Yes’ and far from ‘Definitely Yes’, the mean value for cluster 3 is 2.12 and is near to
‘Probably Yes’ and far from ‘Neutral’
By the mean value it is clear that the respondents of cluster 1 will recommend more to others, in
comparison to respondents of cluster 2 and cluster 3 respectively.




                                                                                                  83
CONCLUSION




             84
                                      CONCLUSION

This study was done to check the customer satisfaction with BSNL landline phones. Customer
satisfaction has now become a more challenging job for the companies also the norms are now
much more extended for the customer satisfaction as the customer now expects better services
and performance from the service that he is provided. In this study though the overall response is
satisfying but there are also a large number of customers who are dissatisfied with the services
provided by BSNL.
Over the study for applying BSNL phone connection in all the three clusters it was concluded
that it is now easy to apply the phone connection of BSNL. Also the time taken to provide and
activate the BSNL landline connection is also now reduced and the connection is provided in a
very short time and the activation of the phone is also done instantly. However study shows that
still many respondents were not satisfied with the time taken to provide the connection and
activate the same.
As far as the satisfaction for responding the query or complaint of the customer there were a
good number of respondents who were satisfied with the response time taken by BSNL to
respond to their queries or complaints still that most of the respondents were not satisfied over
the response time taken for their complaints and queries.
Over the study for the accuracy of bills generated for the landline of BSNL most of the
respondents were satisfied with the accuracy of bills generated by BSNL.
On the analysis for the improvement in bill depositing system by BSNL it was concluded that
BSNL need improve the bill depositing system as most of the respondents said that it requires an
improvement in this field.
Over the analysis for the quality of equipment supplied by BSNL it was concluded that the
customer are satisfied with the quality of equipment supplied by BSNL with the connection.
The conclusion over the value added services provided by BSNL is that there is almost equal
number of satisfied and dissatisfied customers.
On the analysis for the behavior of staff of BSNL it was concluded that most of the respondents
are satisfied with the behavior of the staff of BSNL.




                                                                                               85
The analysis was also done over the satisfaction of customer foe overall services provided by
BSNL and it was concluded that the customers are satisfied with the overall services provided by
BSNL.
On the analysis over the shifting of customer from BSNL to other landline service provider it
was concluded that most of the customers will not shift from BSNL to other service.
The study over the improvement of services of BSNL it was concluded that most of customers
want BSNL should improve its services but almost equal but a little lesser number of people
were satisfied and want BSNL need not to improve its services.
On the study over the recommendation of BSNL to other customers it was concluded that most
of the customers said that they would recommend BSNL to others and this clearly indicates that
the customers are satisfied with the landline phone services provided by BSNL.




                                                                                             86
RECOMMENDATION




                 87
                                RECOMMENDATION


In the present era of competition and multi operator presence, delighting customer by enhancing
service delivery experience is a must. This not only means providing top quality services at
affordable prices, but also implies that the redressal of customer complaints should be done
without any hassles. Based on the conclusions in the previous chapter general recommendations
for overall customers are as below:


After analyzing the importance of the parameters for a customer, it is found that the most
important ones are quality/promptness of fault repair services in phone, promptness of BSNL in
attending/complying to any request, overall quality, time taken by BSNL to provide connection,
bill depositing system, accessibility/willingness of BSNL staff and service breakdown.



It has already been seen during data analysis that the performance rating of BSNL is low on most
of the parameters. It may be possible to recommend a number of things but the same may not be
practically possible for BSNL to implement in the near future due to its limitations of being a
PSU. Hence the recommendations have been made broadly taking the constraints into
consideration.



To minimize incidences of faults/service breakdown/disturbance in phones i.e. to improve
reliability of the services exercise for improving cable network, proper rehabilitation work in the
outdoor plant e.g. fixing of internal DPs and making area pole-less should be undertaken. Also
wireless access (fixed type WLL phones) should be provided after proper engineering of signal
strength, as otherwise even wireless access can be unreliable.


Commercially Important customers are handful and they generate a major chunk of revenue for
BSNL Hence special focus should be given to these premium customers.

To improve quality of Fault repair Service and ensure promptness faults should be handed
over to line staff at least three times in a day. Line staff to be equipped with proper tools-testers


                                                                                                  88
and be provided with WLL connections to be in constant touch with them. This will increase
percentage of faults restored on same day.



Customers feel that the attitude/ behavior/ sincerity of the employees of BSNL is poor and needs
to be improved.



The challenge for BSNL is that attitude of its employee’s needs to be changed and that they
should become customer’s friendly and service oriented. This is the core of the various problems
that affect the service delivery experience badly.



Training them and keeping them abreast with latest technologies and other information
can improve competence of employees. Compulsory behavioral training should be imparted to
all staff regularly to sensitize them towards the importance of customer care.



It is also recommended that the system of payment of bills by cheque through drop boxes
should be made more popular by prominently displaying them in customer service centers,
marketing agent premises and banks. It should also be ensured to timely collect these cheques
and their reconciliation.



The marketing agents can also be paid a nominal collection charge who can thereafter deposit the
cheques in the nearest billing center of BSNL or the designated banks.



It is recommended that BSNL should tie up with a large number of banks/ credit card companies
for online payment of telephone bills for all the telephone subscribers of India. This facility has
a good appeal and will be appreciated by elite customers.




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It is recommended that BSNL should start a system of allowing customers to apply online for
getting service (a new connection, transfer of connection, applying for additional facility or
change of status). Payment mechanism can also be through credit card etc. The modalities of
implementation can be worked out by BSNL, preferably through marketing agents who can
collect documents from customers’ premises, if required, as in the case of new connections.


BSNL should seriously see the quality of instrument supplied to customers and go for good-
looking, latest technology instruments with CLIP facility.


The system of sending SMS over cellular phones has become very popular in the recent past but
that cannot be sent from/ to a fixed line telephone. It is recommended that BSNL should provide
service of sending SMS from/ to a fixed line telephone (i.e. the basic service telephone) and
charge it on the basis of usage.




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posted:4/23/2012
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Description: Bharat Sanchar Nigam Limited (known as BSNL) is a public sector communications company in India. It is the largest telecommunication Company in India and the sixth largest in the world. Its headquarters are at Statesman House, Barakhamba Road, New Delhi. It has the status of Mini-ratana- a status assigned to reputed Public Sector companies in India.