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COMPARITIVE ANALYSIS IN THE SERVICES OF TELECOM SECTOR

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					        DISSERTATION REPORT
                    ON



“COMPARITIVE   ANALYSIS IN THE SERVICES OF
          TELECOM SECTOR”




                                             1
                    Index
1) INTRODUCTION                        6-17
2) OBJECTIVES OF STUDY                 18-19
3) RESEARCH METHODOLOGY                20-23
     4.1) DATA ANALYSIS & INTERPRETATIONS
     4.2) LIMITATIONS OF THE STUDY
4) ANALYSIS & FINDINGS                 24-46
5) RECOMMENDATION                      52
6) CONCLUTIONS                         54




                                               2
3
INTRODUCTION OF COMPANY
Bharat Sanchar Nigam Limited is a public sector communications company in India. It is the
India's largest telecommunication company with 25.14% market share as on December 31,
2007. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Jan path,
New Delhi. It has the status of Mini-ratna - a status assigned to reputed Public Sector
companies in India.
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest
Telecommunications Company providing comprehensive range of telecom services in India:
Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN,
VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the
largest public sector units in India.


BSNL has installed Quality Telecom Network in the country and now focusing on improving
it, expanding the network, introducing new telecom services with ICT applications in villages
and wining customer's confidence. Today, it has about 47.3 million line basic telephone
capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed
exchanges, 18000 BTS, 287 Satellite Stations, 480196 R km of OFC Cable, 63730 R km of
Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives to bridge
the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country
to beat its reach with its wide network giving services in every nook & corner of country and
operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen
glacier and North-eastern region of the country. BSNL serves its customers with its wide
bouquet of telecom services.


BSNL is numero Uno operator of India in all services in its license area. The company offers
wide ranging & most transparent tariff schemes designed to suite every customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24
percent of all mobile users as its subscribers. That means that almost every fourth mobile user
in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals,
with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92

                                                                                             4
percent share in revenue terms BSNL has more than 2.5 million WLL subscribers and 2.5
million Internet Customers who access Internet through various modes viz. Dial-up, Leased
Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the NUMBER ONE
ISP in the country.


     BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure
that provides convergent services like voice, data and video through the same Backbone and
Broadband Access Network. At present there are 0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration and
Maintenance of Switching & Transmission Networks and also has a world class ISO 9000
certified Telecom Training Institute. Scaling new heights of success, the present turnover of
BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of
Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on
telephone alone is worth about Rs.630,000 million (US $ 14.37 billion). BSNL plans to
expand its customer base from present 47 million lines to 125 million lines by December
2008 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in
the next three years.


The turnover, nationwide coverage, reach, comprehensive range of telecom services and the
desire to excel has made BSNL the No. 1 Telecom Company of India
     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 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 corporatized the
operations wing of DoT on October 01, 2000 and named it as Bharat Sanchar Nigam Limited
(BSNL).BSNL operates as a public sector. Since its corporatization in October 2000, BSNL
has been actively providing connections in both Urban and Rural areas and the efficiency of

                                                                                           5
the company has drastically improved from the days when one had to wait for years to get a
phone connection to now when one can get a connection in even hours. Pre-activated Mobile
connections are available at many places across India. BSNL has also unveiled very cost-
effective Broadband internet access plans (Data One) targeted at homes and small businesses.
At present BSNL enjoys around 45% of market share of ISP services
.




BSNL is committed to provide quality Telecom Services at affordable price to the citizens of
the remotest part of the Country. BSNL is making all effort to ensure that the main objectives
of the new Telecom Policy 1999 (salient points indicated below) are achieved: Access to
telecommunications is of utmost importance for achievement of the country's social and
economic goals. Availability of affordable and effective communications for the citizens is at
the core of the vision and goal of the new Telecom policy 1999.

Strive to provide a balance between the provision of universal service to all uncovered areas,
including the rural areas, and the provision of high-level services capable of meeting the
needs of the country's economy; Encourage development of telecommunication facilities in
remote, hilly and tribal areas of the country

Transform in a time bound manner, the telecommunications sector to a greater competitive
environment in both urban and rural areas providing equal opportunities and level playing
field for all players.




                                                                                             6
VISION: To become the largest telecom Service Provider in Asia



MISSION: To Provide world class telecom infrastructure in its area of operation and to
contribute to the growth of the country's economy.
To provide world class State-of-art technology telecom services to its customers on demand
at competitive prices.


OBJECTIVE:
•       To be the Lead Telecom Services Provider.
•       To provide quality and reliable fixed telecom service to our customer and thereby
increase customer's confidence.
    •   To provide mobile telephone service of high quality and become no. 1 GSM operator
in its area of operation.
•       To provide point of interconnection to other service provider as per their requirement
promptly.
•       To facilitate R & D activity in the country.
•       Contribute towards:
         I.     National Plan Target of 500 million subscriber base for India by 2010.
        ii.     Broadband customers base of 20 million in India by 2010 as per Broadband
                Policy 2004.
        iii.    Providing telephone connection in villages as per government policy.
        iv.     Implementation of Triple play as a regular commercial proposition




                                                                                             7
Main Services Being Provided By BSNL

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: .
Universal Telecom Services: Fixed wire line services & Wireless in Local loop (WLL) using
CDMA Technology called bfone and Tarang respectively. BSNL is dominant operator in fixed
line. As on December 31, 2007, BSNL had 81% market share of fixed lines.
Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone
services using GSM platform under brand name Cell one. Pre-paid Cellular services of BSNL
are known as Excel. As on March 31, 2007 BSNL had 17% share of mobile telephony in the
country.
Internet: BSNL is providing internet as dial-up connection (Sancharnet) and ADSL-Broadband
Dataone. BSNL has around 50% market share in broadband in India. BSNL has planned
aggressive rollout in broadband for current financial year.
Intelligent Network (IN): BSNL is providing IN services like tele-voting, toll free calling,
premium calling etc.
BSNL provides almost every telecom service, however following are the main Telecom
Services being provided by BSNL in India:-




                                   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.



                                                                                                  8
                                   BROADBAND
 BSNL launched DataOne 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




.                   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)


                                                                                           9
 →Virtual Private Network (VPN)
 →Tele-voting
 →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 applications on point
to point basis. It offers a choice of high, medium and low speed leased data circuits as well as
dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network
(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for
Internet leased lines and International Principle Leased Circuits (IPLCs).




                                  Cellular Mobile Service Postpaid and Prepaid
BSNLs GSM cellular mobile service CellOne has a customer base of over 5.2 million. BSNL
Mobile 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 BSNL Mobile 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. BSNL Mobile offers all India Roaming facility to both pre-paid and post-paid
customers (including Mumbai & Delhi).




                                                                                             10
                                 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. It connects the remote and scattered rural areas. It also gives limited mobility without any
air-time charge.



Popular Brands of the Company




                                                                BSNL fixed service




                                                                 BSNL Mobile



                                                                 Pre-paid Mobile



                                                                BSNL Broadband


                                                                 BSNL Sanchar net




                                                                                              11
Aircel is a mobile phone service provider in India. It offers both prepaid and postpaid GSM
cellular phone coverage throughout India. Aircel is a joint venture between Maxis
Communications of Malaysia and Apollo Hospital Enterprise Ltd of India. Maxis has a 74%
stake in Aircel and the remaining 26% is with Apollo Hospitals. It is India’s fifth largest
GSM mobile service provider with a subscriber base of over 27.7 million, as of October 31,
2009. It has a market share of 12.8% among the GSM operators in the country. As on date,
Aircel is present in 18 of the total 23 telecom circles (including Andhra Pradesh, Assam,
Bihar & Jharkhand, Chennai, Delhi & NCR, Himachal Pradesh, Jammu & Kashmir,
Karnataka, Kerala, Kolkata, Mumbai, North East, Orissa, Rest of Maharashtra & Goa, Rest of
Tamil Nadu, Rest of West Bengal, Uttar Pradesh East, Uttar Pradesh West) and with licences
secured for the remaining 5 telecom circles, the company plans to become a pan-India
operator by 2010. Additionally, Aircel has also obtained permission from Department of
Telecommunications (DoT) to provide International Long Distance (ILD) and National Long
Distance (NLD) telephony services. It is also a category A ISP. It is also having the largest
service in Tamilnadu.
Aircel Business Solutions (ABS), part of Aircel, is an ISO 9000 certified company. ABS is a
registered member of WiMAX forum – both in the Indian and International Chapters. ABS’
product range includes enterprise solutions such as Multiprotocol Label Switching Virtual
Private Networks (MPLS VPNs), Voice over Internet Protocol (VoIP) and Managed Video
Services on wireless platform including WiMAX.
Aircel has won many awards for its services. Aircel was honored at the World Brand
Congress 2009 with three awards, Brand Leadership in Telecom, Marketing Campaign &
Marketing Professional of the Year. Aircel was honored by CMAI INFOCOM National
Telecom Award 2009 for, ‘Excellence in Marketing of New Telecom Service’. Aircel had
been selected as the best regional operator in 2008 by Tele.net. Aircel was rated as the top
mid-size utility company in Business World’s ‘List of Best Mid-Size Companies’ in 2007.
Aircel got the highest rating for overall customer satisfaction and network quality in 2006 by
Voice and Data.
Aircel is one of the sponsors of the Indian Premier League Cricket Team Chennai Super
Kings, which is captained by Mahendra Singh Dhoni. It is also the major sponsors for
Chennai Open (the only ATP tennis tournament in India), and Professional Golf Tour of
India.

                                                                                           12
In latest news, Maxis, Aircel's majority stake holder, raised RM11.2 billions (USD 3.36
billions)for its shareholders, making it the largest IPO in Malaysia and Southeast Asia.
Aircel boat. Aircel, placed an actual dinghy lifeboat to a downtown billboard. A rope with a
sign reading, “In case of emergency, cut rope”, held up the branded raft. July 15, 2009 the
monsoon arrived and so did Aircel customer service. The dinghy was cut down and
pedestrians were safely transported. What Aircel calls “Corporate Social Responsibility – A
Solution”. The company was able to generate positive publicity and show consumers that
they care.


Competitors
Aircel is the fifth largest carrier in India. Its competitors are (in order of customer totals):
       Bharti Airtel
       Bharat Sanchar Nigam Limited
       Reliance Communications
       Vodafone Essar
       Aircel
       Tata Teleservices


External links
       Aircel website
       Aircel Subscriber Base and ranking, as on Oct 31, 2009
       Aircel bags CMAI Infocom National Telecom Award 2009 for Excellence in
Marekting of new telecom services
       Aircel was honored at the World Brand Congress 2009 with three awards, Brand
Leadership in Telecom, Marketing Campaign & Marketing Professional of the Year
       Maxis, Aircel's majority stake holder, raised RM11.2 billion for its shareholders,
making it the largest IPO in Malaysia and Southeast Asia
       Aircel Boat


Aircel Products
Innovation almost solves all the problems! And when innovation and technology joins hand,
it brings revolution! Now experience a revolution with Aircel Products. Aircel offers a
bouquet of Innovative products that are unique & simple to use with a single minded


                                                                                                   13
objective of solving a real problem. Our products are unique in a various ways to keep you
one step ahead. We are focused on demonstrating our versatility in creating value to our
subscribers through innovative products. Explore your world of possibilities by subscribing to
Aircel's innovative! Select your circle to proceed.




                                                                                            14
15
                     OBJECTIVES OF THE STUDY

 To know the growth of telecom sector.
 To know the services of private sector and public sector company.
 To aware about the satisfaction level of the customer.
 To aware about the response regarding the problem.




                                                                      16
17
                               RESEARCH METHODOLOGY


Research in common parlances refers to a search for knowledge. One can also define research
as a scientific and systematic search for pertinent information on a specific topic. In fact,
research is an art of scientific investigation.
“research is a systematized effort to gain new knowledge”
                                                  ……REDMAN & MORY
Now coming on to research methodology, it is a way to systematically solve the research
problem. It may be understand as a science of studying how research is done scientifically. In
it we study the various steps that the generally adopted by the researcher in studying his
problem along with the logic behind them.


Research project has a specified framework for collecting the data in an effective manner.
Such framework is called Research design. The research process that was followed consists
of the following steps:


Defining the problem
         “Customer satisfaction level analysis of public and private company”


Developing the Research plan
The development of research plan has the following steps:


1.Date source: Two types of data were taken into account i.e. Primary data and Secondary
data .
    a) Secondary data: on the other hand, are those which have already been collected by
         someone else and which have already been passed through the statistical process.
         Indirect collection of data from sources containing recent or past information like,
         magazines, and websites.
    b) Primary data: Primary data are those, which are collected afresh and for the first
         time, and thus happen to be original in character. For the purpose of collecting the
         data Questionnaire method was used.




                                                                                           18
2. Research approach: Surveys are best suited for descriptive research . Surveys are
undertaken to learn about people knowledge, beliefs, preferences, and satisfaction and to
measure these magnitude in the general public.
Therefore , I have conducted the survey based on the descriptive research.
Descriptive research:- Descriptive studies are undertaken in many circumstances. When the
researcher is interested in knowing the characteristics of certain groups such as age sex
education level occupation a descriptive study many be necessary.


3. Research Instrument: A questionnaire was constructed for the survey. A questionnaire
consisted of series of questions for respondent to be answered .
Importance of questionnaire
    Questionnaire was designed to know the customer preference as to how would they
       like to have correspondence with the company regarding product and service.
    Secondly it was to be determined; that what is the awareness level of the customers
       about the products
    Another thing which had to come out of this questionnaire was the market share
       enjoyed by various private and public companies.


4. Sampling Plan: The target must be defined that has to be sampled. It is necessary so as
develops a random sampling frame so that everyone in the target population has an equal
chance of being sampled.


5. Sampling technique: Random sampling was used in the collection of data.


6. Sample Size: As far as the size of sample was concerned during the project, a sample size
of 50 respondents was taken .
       Z TEST:- Applying z test method for this research data.


7. Geographical Location: The present research was conducted in Dehradun.


8. Collecting Information: After that, I have collected the information from the respondents
with the help of the questionnaire.




                                                                                          19
9. Analysis the information: The next steps to extract the pertinent findings from the
collected data. Thus the whole data was grouped together aspect wise and was presented in
the tabular form and frequencies and percentage were prepared to render impact of the study.


10. Data analysis: The whole data was analyzed with the help of charts and table in relation
with percentage and frequency.




                                                                                           20
21
                                         DATA INTERPRETATION

                                                TABLE –4.1

                        RESPONDENTS' CLASSIFICATION ACCORDING TO AGE

Age                                                             Respondents
                                              Number                          Percentage
Below 20                                        —                                 —
21 – 30                                              10                           20
31 – 40                                              36                           72
41 – 50                                              4                             8
Total                                                50                          100
Source: sample survey

        Table 4.1 shows that 20 percent of the respondents are in the age group of (21-30) &
72 percent of the respondent are in the age group of (31-40) & 8 percent of the respondents
are in the age group of (41-50).It means most of respondents in the sample belongs to age
group (31-40)




                        80
                                        CLASSIFICATION ACCORDING TO AGE

                        70



                        60



                        50
           PERCENTAGE




                                                                                       Below 20
                                                                                       21 – 30
                        40
                                                                                       31 – 40
                                                                     72                41 – 50

                        30



                        20



                        10                      20

                                                                                   8
                        0        0
                             Below 20         21 – 30              31 – 40       41 – 50
                                                          AGE




                                                                                                  22
                                                    TABLE –4.2

                         RESPONDENTS' CLASSIFICATION ACCORDING TO SEX

Sex                                                              Respondents
                                                   Number                           Percentage
Male                                                 45                                 90
Female                                                5                                10
Total                                                 50                               100
Source: sample survey

                    It is clear from table 4.2 that 90 percent of the respondents are male & 10 percent of
the respondents are female.




              100
                                     CLASSIFICATION ACCODING TO SEX

              90


              80


              70


              60
 PERCENTAGE




              50
                                                                                      Male
                                      90
                                                                                      Female
              40


              30


              20


              10
                                                                             10
               0
                                     Male                                  Female
                                                           SEX




                                                                                                       23
                                                               TABLE –4.3

        RESPONDENTS' CLASSIFICATION ACCORDING TO EDUCATIONAL
                                                          QUALIFICATIONS

Educational Qualifications                                                                       Respondents
                                                                                 Number                             Percentage
Below matric                                                                           8                               16
Matric                                                                                15                               30
Graduate                                                                              20                               40
Post-graduate                                                                          5                               10
Any other technical education                                                          2                                4
Total                                                                                 50                               100
Source: sample survey
      According to table 4.3 shows that 16 percent of the respondents are below matric &
30 percent of the respondents are matric & 40 percent of the respondents are graduate & 10
percent of the respondents are post-graduate & 4 percent of the respondents have other
technical qualification.

                                          CLASSIFICATION ACCORDING TO EDUCATIONAL QUALIFICATION

                      45

                                                                    40
                      40


                      35

                                                 30
                      30
                                                                                                    Below Matric
                                                                                                    Matric
         PERCENTAGE




                      25                                                                            Graduate
                                                                                                    Post-Graduate
                                                                                                    Any Other
                      20

                               16
                      15

                                                                                      10
                      10


                      5                                                                                   4



                      0
                           Below Matric         Matric            Graduate       Post-Graduate        Any Other
                                                         EDUCATIONAL QUALIFICATION




                                                                                                                                 24
                                              TABLE –4.4

              RESPONDENTS' CLASSIFICATION ACCORDING TO MARITAL STATUS

Marital status                                                 Respondents
                                             Number                               Percentage
Married                                        45                                     90
Unmarried                                        5                                     10
Total                                           50                                    100
Source: sample survey

                    Table 4.4 reveals that 90 percent of the respondents are married and 10 percent
are unmarried.




                      CLASSIFICATION ACCORDING TO MARITAL STATUS
              100


              90


              80


              70


              60
 PERCENTAGE




                                                                                   Married
              50                                                                   Unmarried
                                 90
              40


              30


              20


              10
                                                                         10
               0
                               Married                                Unmarried
                                              MARITAL STATUS




                                                                                                 25
                                                  TABLE –4.5
               RESPONDENTS' CLASSIFICATION ACCORDING TO NATURE OF JOB

Nature of Job                                                     Respondents
                                                 Number                              Percentage
Temporary                                           46                                   92
Permanent                                           4                                     8
Total                                               50                                  100
Source: sample survey

                    Table 4.5 shows that 92 percent of the respondents are Temporary and 8 percent of
the respondents are Permanent. So we conclude that the maximum no. of respondents are
temporary.




                            CLASSIFICATION ACCORDING TO NATURE OF JOB
              100


              90


              80


              70


              60
 PERCENTAGE




              50                                                                      Temporary
                                     92                                               Permanent

              40


              30


              20


              10

                                                                            8
               0
                                  Temporary                              Permanent
                                                  NATURE OF JOB




                                                                                                   26
                                        TABLE –4.6

                               AWARENESS OF THE BSNL

Are you aware about the BSNL?                             Respondents
                                                    Number          Percentage
Yes                                                   50               100
No                                                      -                           -
Total                                                  50                      100
Source: sample survey

               Table 4.6 proves that 100 percent of the respondents are aware the BSNL.




                              AWARENESS OF THE BSNL
          120




          100




              80
 PERCENTAGE

                                                                              Yes
                                                                              No
              60

                                  100

              40




              20




              0                                                          0
                                  Yes                                    No




                                                                                          27
                                              TABLE –4.7

                                         BSNL CONNECTION

Do you have BSNL connection?                                    Respondents
                                                          Number          Percentage
Yes                                                         50               100
No                                                            -                     -
Total                                                        50                    100
Source: sample survey

                    Table 4.7 reveals that 100 percent of the respondents have BSNL connection.




                                          BSNL CONNECTION
              120




              100




              80
 PERCENTAGE




              60                                                                     Yes
                                                                                     No
                                 100


              40




              20




               0                                                         0
                                 Yes                                    No




                                                                                                  28
                                             TABLE –4.8

                                    TYPES OF BSNL CONNECTION

If yes, which type of connection?                                  Respondents
                                                       Number                    Percentage
Postpaid                                                 45                          90
Prepaid                                                       5                     10
Total                                                         50                    100
Source: sample survey

                    According to table 4.8 shows that 90 percent of the respondents have postpaid
& 10 percent of the respondents have prepaid connection.




                                    TYPES OF BSNL CONNECTION
              100


              90


              80


              70


              60
 PERCENTAGE




              50                                                                      Postpaid

                               90                                                     Prepaid

              40


              30


              20


              10
                                                                       10
               0
                             Postpaid                                Prepaid
                                            BSNL CONNECTION




                                                                                                 29
                                                      TABLE –4.9
                                      TYPES OF POSTPAID CONNECTION

If postpaid then which type?                                              Respondents
                                                                Number                  Percentage
Landline                                                           30                        60
Mobile                                                             15                        30
WLL                                                                 5                        10
Total                                                              50                       100
Source: sample survey

                             It is clear from table 4.9 that 60 percent of the respondents have landline & 30
percent of the respondents have mobile & 10 percent of the respondents have WLL
connections.




                                                 TYPES OF POSTPAID CONNECTION
                        70




                        60




                        50
           PERCENTAGE




                        40


                                                                                              Landline
                                                                                              Mobile
                        30              60
                                                                                              WLL



                        20

                                                                  30

                        10

                                                                                             10

                        0
                                      Landline                   Mobile                     WLL




                                                                                                          30
                                                                            TABLE –4.10
                                                     VISIT OF BSNL SHOP/EXCHANGE

How frequently you visit the BSNL                                                                             Respondents
shop/exchange?                                                                           Number                             Percentage
Many times a day                                                                            3                                   6
Once a day                                                                                  5                                  10
Rarely                                                                                      7                                  14
Weekly                                                                                      5                                  10
Monthly                                                                                    30                                  60
Total                                                                                      50                                  100
Source: sample survey

         Table 4.10 proves that the 6 percent of the respondents are visit many times a day &
10 percent of the respondents are visit once a day & 14 percent of the respondents are rarely
& 10 percent of the respondents are visit weekly & 60 percent of the respondents are visit
monthly BSNL shop/exchange.



                                                        VISIT OF BSNL SHOP/EXCHANGE
                             70




                             60




                             50
                PERCENTAGE




                             40


                                                                                                     many times a day
                                                                                                     Once a day
                             30                                                              60
                                                                                                     rarely
                                                                                                     Weekly
                                                                                                     monthly
                             20




                             10
                                                                    14
                                                         10                      10
                                         6
                              0
                                  many times a day    Once a day   rarely       Weekly     monthly




                                                                                                                                         31
                                                   TABLE –4.11
                                          NUMBER OF CONNECTION

How many connection you have?                                            Respondents
                                                                Number                      Percentage
Up to 3                                                           38                           76
4 to 6                                                            7                            14
More than 6                                                       5                            10
Total                                                             50                           100
Source: sample survey

                    Table 4.11 reveals that the 76 percent of the respondents have up to 3 & 14 percent of
the respondents have 4 to 6 and 10 percent of the respondents have more than 6 number of
BSNL connection.




                                           NUMBER OF CONNECTION
               80



               70



               60



               50
  PERCENTAGE




                                                                                                Up to 3
               40                                                                               4 to 6
                               76
                                                                                                More than 6


               30



               20



               10
                                                        14
                                                                                  10

               0
                             Up to 3                   4 to 6                 More than 6
                                                      NUMBER




                                                                                                              32
                                                 TABLE –4.12
                                   AWARENESS OF NEW SCHEME OF BSNL

Are you aware of the new schemes of                                 Respondents
BSNL?                                                      Number                   Percentage
Yes                                                           41                        82
No                                                             4                         8
Can’t say                                                      5                        10
Total                                                         50                        100
Source: sample survey

                   According to table 4.12 shows that the 82 percent of the respondents are aware & 8
percent of the respondents are not aware and 10 percent of the respondents are not say about
the awareness of the new schemes of BSNL.




              90
                                   AWARENESS OF NEW SCHEME OF BSNL

              80



              70



              60
 PERCENTAGE




              50
                                                                                        Yes
                                                                                        No
              40             82                                                         Can't say



              30



              20



              10

                                                      8                        10

              0
                             Yes                      No                    Can't say




                                                                                                    33
                                                    TABLE –4.13
                                         AWARENESS OF BROADBAND

Are you aware of the Broadband?                                         Respondents
                                                               Number                     Percentage
Yes                                                               44                          88
No                                                                 3                           6
Can’t say                                                          3                           6
Total                                                             50                          100
Source: sample survey

                    It is clear from table 4.13 that the 88 percent of the respondents are aware & 6 percent
of the respondents are not aware and 6 percent of the respondents are not say about the
awareness of the Broadband.




              100
                                         AWARENESS OF BROADBAND

              90


              80


              70


              60
 PERCENTAGE




                                                                                              Yes
              50                                                                              No
                                                                                              Can't say
                                88
              40


              30


              20


              10

                                                          6                          6
               0
                               Yes                        No                      Can't say




                                                                                                          34
                                                   TABLE –4.14
                                     SATISFACTION OF BROADBAND SERVICES

Are you satisfied from the                                              Respondents
Broadband services?                                            Number                         Percentage
Partially                                                         5                               10
Fully                                                            40                               80
Not satisfied                                                     5                               10
Total                                                            50                              100
Source: sample survey


                    Table 4.14 proves that the 10 percent of the respondents are partially & 80 percent of
the respondents are fully and 10 percent of the respondents are not satisfied from the
Broadband services.




                                     SATISFACTION OF BROADBAND SERVICES
               90



               80



               70



               60
  PERCENTAGE




               50                                                                                Partially
                                                                                                 Fully
                                                                                                 Not satisfied
               40                                       80



               30



               20



               10

                                10                                                 10

               0
                             Partially                 Fully                  Not satisfied




                                                                                                                 35
                                                 TABLE –4.15
                                       AWARENESS OF 3G SERVICES

Are you aware of the 3G services?                                    Respondents
                                                            Number                   Percentage
Yes                                                            38                        76
No                                                             7                         14
Can’t say                                                      5                         10
Total                                                          50                        100
Source: sample survey

                   Table 4.15 reveals that the 76 percent of the respondents are aware & 14 percent of
the respondents are not aware and 10 percent of the respondents are not say about the
awareness of the 3G services.




                                       AWARENESS OF 3G SERVICES
              80



              70



              60



              50
 PERCENTAGE




                                                                                          Yes
              40                                                                          No
                              76
                                                                                          can't say


              30



              20



              10
                                                      14
                                                                                10

              0
                             Yes                      No                     can't say




                                                                                                      36
                                                   TABLE –4.16
                                         SATISFACTION OF 3G SERVICES

Are you satisfied with the 3G                                          Respondents
services?                                                     Number                        Percentage
Partially                                                       17                             34
Fully                                                           27                             54
Not satisfied                                                    6                             12
Total                                                           50                             100
Source: sample survey

                    According to table 4.16 shows that the 34 percent of the respondents are partially &
54 percent of the respondents are fully and 12 percent of the respondents are not satisfied
from the 3G services.




               60
                                         SATISFACTION OF 3G SERVICES


               50




               40
  PERCENTAGE




                                                                                               Partially
               30
                                                                                               Fully
                                                       54                                      Not satisfied



               20
                                34



               10

                                                                                 12


               0
                             Partially                Fully                 Not satisfied




                                                                                                               37
                                                 TABLE –4.17
                               PROBLEM REGARDING BSNL CONNECTION

Do you have any problem to use the                                  Respondents
product of BSNL?                                           Number                 Percentage
Yes                                                           10                     20
No                                                            40                     80
Total                                                         50                     100
Source: sample survey

                    It is prove from table 4.17 that 80 percent of the respondents have problem & 20
percent of the respondents have not any problem regarding BSNL connection.




               90                 PROBLEM REGARDING BSNL CONNECTION

               80



               70



               60
  PERCENTAGE




               50

                                                                                           Yes
                                                                                           No
               40                                                         80



               30



               20



               10                    20



               0
                                    Yes                                   No




                                                                                                  38
                                                                     TABLE –4.18
                                                             TYPES OF PROBLEM


If yes, which type of problem you                                                                          Respondents
face?                                                                                     Number                                 Percentage
Network problem                                                                                  15                                 30
Dead phone                                                                                       12                                 24
Billing problem                                                                                  10                                 20
Service related                                                                                  5                                  10
None                                                                                             5                                  10
Any other                                                                                        3                                   6
Total                                                                                            50                                 100
Source: sample survey

        Table 4.18 proves that 30 percent of the respondents have network problem & 24
percent of the respondents have dead phone & 20 percent of the respondents have billing
problem and 10 percent of the respondents have the service related problem from BSNL
connection.

                                                                        TYPES OF PROBLEM

                         35



                                    30
                         30




                         25                        24                                                          Network problem
                                                                                                               Dead phone
                                                                                                               Billing problem
                                                                   20                                          service related
            PERCENTAGE




                         20
                                                                                                               none
                                                                                                               any other

                         15



                                                                                     10               10
                         10


                                                                                                                     6

                         5




                         0
                              Network problem   Dead phone   Billing problem   service related        none       any other




                                                                                                                                              39
                                                   TABLE –4.19
                                     RESPONSE REGARDING PROBLEM

Do you get any response regarding                                     Respondents
problem?                                                     Number                 Percentage
Yes                                                             49                      98
No                                                               1                       2
Total                                                           50                      100
Source: sample survey

                    Table 4.19 reveals that 98 percent respondents are get response and 2 percent of the
respondents are not got any response regarding their problem.




                                     RESPONCE REGARDING PROBLEM
              120




              100




              80
 PERCENTAGE




              60                                                                              Yes
                                                                                              No
                                      98

              40




              20




               0                                                             2
                                      Yes                                    No




                                                                                                     40
                                                 TABLE –4.20
                            SATISFACTION FROM THE SERVICES OF BSNL

If yes, are you satisfied from the services                                   Respondents
provide by the BSNL?                                             Number                     Percentage
Fully satisfied                                                        10                         20
Partially satisfied                                                    35                         70
Not satisfied                                                           5                         10
Total                                                                  50                        100

Source: sample survey

        According to table 4.20 shows that 20 percent of the respondents are partially & 70
percent of the respondents are fully and 10 percent of the respondents are not satisfied from
the services provided by the BSNL.




                                          SATISFACTION FROM THE SERVICES OF BSNL
                       80



                       70



                       60



                       50
          PERCENTAGE




                       40
                                                                                            fully satisfied
                                    70                                                      partially satisfied
                                                                                            Not satisfied
                       30



                       20



                       10                                       20

                                                                                                 10

                       0
                               fully satisfied          partially satisfied                 Not satisfied




                                                                                                                  41
                                          TABLE –4.21
              SERVICE RESOLUTION INTERVAL BY SERVICE PROVIDER

What is the interval of service                                  Respondents
resolution by your service provider?                   Number                            Percentage
Regular                                                    30                                60
Irregular                                                  20                                40
Total                                                      50                                100
Source: sample survey

        According to table 4.21 shows that 60 percent respondents are regular and 40 percent
respondent are irregular from the service interval resolution.




                              SERVICE RESOLUTION INTERVAL BY SERVICE PROVIDER

                         70



                                60
                         60



                                                                                 regular
                         50
                                                                                 irregular


                                                                        40
            PERCENTAGE




                         40




                         30




                         20




                         10




                         0
                              regular                                irregular




                                                                                                      42
                                        TABLE –4.22
                                  MOST PREFERRED COMPANY

Which company do you like most?                                  Respondents
                                                        Number                    Percentage
BSNL                                                      15                               30
Aircel                                                    23                               46
Other                                                     12                               24
Total                                                     50                               100
Source: sample survey
      According to table 4.22 shows those 30percent respondents prefer BSNL connection
and most of the respondents prefer Aircel connection.




                                       MOST PREFERRED COMPANY

                      50
                                                46
                      45


                      40
                                                                                  BSNL
                                                                                  Aircel
                      35                                                          other

                            30
                      30
         PERCENTAGE




                      25                                                   24


                      20


                      15


                      10


                      5


                      0
                           BSNL                Aircel                     other




                                                                                                 43
44
                                       Limitations
It takes time to carry out any analytical study for making it effective and successful.
But I have to carry out this project with in 8 weeks. So, The main and the foremost,
limitation is that, due to the time constraint the study being restricted to five
years only, as the time of two months are not sufficient for carrying out any
analytical study in depth.




                                                                                     45
46
                             ANALYSIS & FINDINGS

   Most of the respondents are in the age group of 31-40.
   Majority of the respondents are male.
   Majority of the respondents are graduation.
   90 percent of the respondents are married.
   Most of the respondents are temporary.
   All the respondents are aware about the BSNL.
   All the respondents have BSNL connection.
   90 percent of the respondents are using the postpaid connection.
   Most of the respondents have the landline & mobile connection in postpaid.
   60 percent of respondents are visiting the exchange on monthly bases.
   Most of the respondents have up to 3 BSNL connections.
   82 percent of the respondents are aware about the new schemes of BSNL.
   82 percent of the respondents are aware about the Broadband.
   Most of the respondents are fully satisfied from the Broadband services.
   76 percent of the respondents are aware about the 3G services.
   54 percent of the respondents are fully satisfied from the 3G services.
   20 percent of the respondents have problem regarding BSNL connection
   40 percents of the respondents have network problem.
   Most of the respondents get response regarding their problem.
   70 percent of the respondents are satisfied from the service provided by the BSNL.




                                                                                         47
48
                    RECOMMENDATIONS & SUGGESTION


 BSNL must have to use the more advertisement tool.
 BSNL must have to provide conjunction free network.
 There is proper rule or regulation follows by the employees.
 BSNL should decrease the call rate to meet the competition.
 BSNL should provide the better customer care services.
 BSNL must have to update their technology.
 BSNL provide the quick feedback to their customer.




                                                                 49
50
                                     CONCLUSION
After complete our research I found that BSNL is the public sector company and aircel is the
private sector company most of the respondents have the problem to the BSNL besides to the
aircel respondents have the problem like billing problem, network problem, service problern,
etc. we find that most of the respondents like to use the aircel connection besides to BSNL
and are satisfy to the aircel.




                                                                                         51

				
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Description: Bharat Sanchar Nigam Limited is a public sector communications company in India. It is the India's largest telecommunication company with 25.14% market share as on December 31, 2007. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Jan path, New Delhi. It has the status of Mini-ratna - a status assigned to reputed Public Sector companies in India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector units in India.