A Study On Customer Satisfaction For BSNL Products and Services and Its Role in Building Brand Equity For The Company.

“A STUDY ON CUSTOMER SATISFACTION FOR BSNL
PRODUCTS AND SERVICES AND ITS ROLE IN

BUILDING BRAND EQUITY FOR THE COMPANY.”
Project Report submitted by
“RAVI PRAKASH LAHORIA”
Batch: 2009-11
In partial fulfillment of the requirements for the

Degree of
Master of Business Administration
At
Nimbus Academyof Management
Under the Supervision and Guidance of
DR.P.VAIJAYANTHI
Professor, School of Management
1
School of Management – MBA Programme
Bonafide Certificate
Certified that this project report entitled
“A STUDY ON CUSTOMER SATISFACTION FOR BSNL
PRODUCTS AND SERVICES AND ITS ROLE IN
BUILDING BRAND EQUITY FOR THE COMPANY.”
is a bonafide record of work done by
“SARAVANA PERUMAL.G”
Register No: 010771037
Batch: 2005-2007
In partial fulfillment of the requirements for award of the
Degree of Master of Business Administration
During the period May-June 2006
Internal Guide Dean, School of Management
Submitted for Project Viva-voce examination held on _________
Internal Examiner External Examiner
2
ACKNOWLEDGEMENT
First of all I am thankful to BHARAT SANCHAR NIGAM

LIMITED, Chennai for giving me an opportunity to get a practical
exposure of business experience.
I express my gratitude to Mr. S.Vaidhiyasubramaniyam, Dean,

Planning and Development; Prof. K.S. Vijayaraghavan, Dean,
School of Management for providing all the infrastructure facilities
for the department which helped all the students in completing the
project successfully.
I express my heartfelt thanks to Dr.P.Vaijayanthi, Professor,

School of Management, my first Marketing Guru who offered me
valuable guidance and support in every stage through out the
course of my entire project work.
I am grateful to Shri.J.Santhanakrishnan, Deputy General

Manager RGMTTC Chennai, Shri.S.Aravamudhan, Senior Sub
Divisional Engineer, RGMTTC Chennai, Shri.A.S.Egaya,
Principal General Manager, Shri.N.Saravana Pandian, Deputy
General Manager Coimbatore and Shri.N.S.C.Sekhar, Assistant
General Manager Coimbatore and all other employees of BSNL
3
who gave me all the moral support and care which made my
project come true.
Finally I thank all other Staffs of School of Management, Staffs of

BSNL, my parents who were in full support and all my friends
who helped me in completing this dream project successfully.
SYNOPSIS
The Telecom industry is one of the leading and fastest growing in

the world as communication plays a vital role in the world and
especially in India. It acts as a major catalyst for the economic
growth.
BSNL has good brand awareness among the people. This could be
attributed to its long history in the market and continued support
from the Government.
4
In today’s competitive world, BSNL has to provide excellent
services to attain a major market share and keep their Customers
satisfied in all aspects.
This research study is useful for BSNL to understand the

expectations and requirements of Customers and can serve them in
a better way.
This research was conducted from May 2006- June 2006.
The researcher has done an internship project at BSNL, Chennai

in pursuance of determining the brand equity for BSNL and then
the customers feedback on the various products.
The samples of 250 respondents from among the universe of

BSNL users at Coimbatore, tirupur and pollachi were selected at
random to conduct the study. The BSNL staffs who were contacted
to learn about the various BSNL packages and policies were also
the primary source of data.
5
Questionnaire was designed after a pre-survey interview covering
all the aspects of BSNL services. Data analysis and interpretation
was done using the collected data with necessary tools including
percentage analysis, five point scale was used to grade the opinion
of the respondents regarding the various variables used, soft wares
like SPSS were also used to enable efficient analysis of data.
The researcher strongly believes that this study would be helpful to

the BSNL Management in knowing about the Customers
Satisfaction, Customer Perception, Customer Preferences, and
service requirements and about the other competitors status in the
market thereby helping them in improve their quality of Services
offered.
6
TABLE OF CONTENTS
S.NO. CONTENTS PAGE

NUMBER
LIST OF TABLES 1
LIST OF CHARTS 3
1.0 INTRODUCTION 5
1.1 STATEMENT OF
PROBLEM
1.2 IMPORTANCE OF
THE STUDY
1.3 OBJECTIVES
1.4 SCOPE OF THE
STUDY
1.5 RESEARCH
7
METHODOLOGY
1.6 LIMITATIONS OF
THE STUDY
1.7 CHAPTER SCHEME
2.0 PROFILE 13
2.1 COMPANY PROFILE
3.0 CONCEPTUAL REVIEW 24
4.0 ANALYSIS AND 28

INTERPRETATIONS
5.0 FINDINGS AND SUGGESTIONS 66
6.0 CONCLUSION 74
7.0 BIBLIOGRAPHY 76
8.0 ANNEXURE 78
LIST OF TABLES
8
S.NO. CONTENTS
PAGE NUMBER
1. Location of the Customers.

29
2. Age of the Customers.
30
3. Occupation of the Customers.
31
4. Monthly Income of the Customers.
32
5. Customers using Mobile Services or not. 34
6. Customers using Landline Services or not. 35
7. Mobile Service used by the Customers. 36
8. Landline Service used by the Customers. 37
9. Familiarity of Customers with BSNL. 38
10. Comparing BSNL with other Services. 39
11. Respondents by their Age and Mobile Services.
41
12. Respondents by their Location and Landline.
43
13. Respondents by their Location and Migration from
BSNL. 45
14. Respondents by their Location and Network Coverage
47
15. Respondents by their Location and Customer Care
49
16. Respondents by their Cost and Migration from BSNL.
51
17. Quality of Customer Service and Migration from BSNL.
54
9
18. Respondents by their Location and Comparing with other
Services 55
19. Respondents by their Location and Tariff plan
Satisfaction. 57
L. 59
of BSNL. 60
61
BSNL. 62
s of BSNL. 63
r Service of BSNL. 64
ce. 65
10
LIST OF CHARTS
S.NO. CONTENTS PAGE NO.
1. Location of the Customers. 29

2. Age of the Customers. 30
3. Occupation of the Customers. 31
4. Monthly Income of the Customers. 32
5. Customers using Mobile Services or not. 34
6. Customers using Landline Services or not. 35
7. Mobile Service used by the Customers. 36
8. Landline Service used by the Customers. 37
9. Familiarity of Customers with BSNL. 38
10. Comparing BSNL with other Services. 39
11. Respondents by their Age and Mobile Services. 42
12. Respondents by their Location and Landline. 44
13. Respondents by their Location and Migration from
BSNL. 46
14. Respondents by their Location and Network Coverage
48
15. Respondents by their Location and Customer Care
50
16. Respondents by their Cost and Migration from BSNL.
52
11
17. Quality of Customer Service and Migration from BSNL.
54
18.
Respondents by their Location and Comparing with other
Services 56
19. Respondents by their Location and Tariff plan
Satisfaction 58
L. 59
of BSNL. 60
61
BSNL. 62
s of BSNL. 63
r Service of BSNL. 64
ce. 65
12
1.0
INTRODUCTION
13
1.1 Statement of Problem
A study has been conducted in order to understand the Customers

opinion and Satisfaction level of various Landlines and Mobile
Services in Tamil Nadu, research titled “A STUDY ON
CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND
14
SERVICES AND ITS ROLE IN BUILDING BRAND
EQUITY FOR THE COMPANY” has been conducted.
1.2 Importance of the Study
15
In this competitive arena communication plays a vital role so the
Telecom Industries are the major source for communication.
BSNL, being a public sector obviously have to compete with
various players like Airtel, Aircel, Reliance, Tata Indicom etc.,with
their stringent rules and regulations guided by TRAI. Hence in
order to understand about the customers requirements their likes
and dislikes preference is sine-quo-non for BSNL.
1.3 Objectives
16
 To ascertain the Customers preferences of Land line and
Mobile Services.
 To ascertain the Customers Satisfaction level for Mobile

services as well as Land line Services.
 To analyze the Customer opinion and satisfaction with

specific reference to BSNL.
 To suggest some guidelines to BSNL in order to provide

better focused services.
 To determine the status of brand awareness and brand loyalty

in order to conclude about brand equity.
 To learn about the brand attributes and their preferences in

BSNL.
1.4 Scope of the Study
 This research study is useful for BSNL to understand the

expectations and requirements of Customers and can serve
them in a better way.
17
 This research was conducted from May 2006- June 2006.
 The respondents from Coimbatore, Pollachi and Tirupur

have been taken for this study.
 The brand equity was measured in terms of brand attribute

preferences, brand awareness, brand loyalty and
preferences about the brand.
Research Methodology:
 DATA SOURCE:
18
In this study Primary data and secondary
data have been used. Secondary data have been collected from
Internet.
 RESEARCH APPROACH:
Primary data have been collected

through surveys. Personal interview technique has been used for
conducting the survey. Data collection has been done through
the use of Structured questionnaire.
 SAMPLING:
Convenient Sampling method has been adopted

for this study.
 Researcher has taken respondents from Coimbatore, Pollachi
and Tirupur for this study.
 The researcher has chosen 145 from Coimbatore, 56 from

Pollachi and 47 from Tirupur.
 The researcher had prepared a Questionnaire both open and

close ended questions to elicit responses for the following
areas:
19
i. Location.
ii. Age.
iii. Occupation.
iv. Monthly Income.
v. Mobile Usage.
vi. Mobile service Usage.
Limitations of the Study:
 Time was not sufficient to conduct detailed study.
 study had been conducted only in a few areas of TamilNadu

 For few questions researcher was not able to get proper
response which are as follows:
i. Chances of Switching.
ii. Reason for Switching.
iii. Monthly Income.
iv. Comparative questions.
20
Chapter Scheme:
Chapter I deal with the Introduction of the project work, which

includes Statement of Problem, Importance of the study,
Objectives, Scope of the study, Research Methodology and
Limitations of the study.
Chapter II deals with the Industry and Company Profile.
Chapter III deals with the Conceptual review.
Chapter IV deals with the Analysis and Interpretation.
Chapter V deals with the Findings and Suggestions.
Chapter VI deals with the Conclusion.
Chapter VII deals with the Bibliography.
Chapter VIII deals with the Annexure.
21
2.0
PROFILE
2.1 COMPANY PROFILE
22
On October 1, 2000 the Department
of Telecom Operations, Government of India became a
corporation and was christened Bharat Sanchar Nigam Limited
(BSNL). Today, BSNL is the No. 1 Telecommunications
Company and the largest Public Sector Undertaking of India with
authorized share capital of $ 3977 million and net worth of $
14.32 billion. It has a network of over 45 million lines covering
5000 towns with over 35 million telephone connections.
With latest digital switching technology like OCB,EWSD,AXE-

10,FETEX,NEC etc. and widespread transmission network
including SDH system up to 2.5 gbps, DWDM system up to 80
gbps,Web telephony,DIAS,VPN, Broadband and more than
400,000 data customers , BSNL continues to serve this great
nation .
Its responsibilities include improvement of the already

impeccable quality of telecom services, expansion of telecom
network, introduction of new telecom services in all villages and
instilling confidence among its customers.
BSNL has managed to shoulder these responsibilities

remarkably and deftly. Today with over 45 million line capacity,
99.9% of its exchanges digital, nation wide Network
management & surveillance system (NMSS) to control telecom
23
traffic and over 4,00,000 route kms of OFC network, Bharat
Sanchar Nigam Ltd is a name to reckon with in the world of
connectivity. Along with its vast customer base, BSNL's
financial and asset bases too are vast and strong. Consider the
figures, as they speak volumes on BSNL’s standing:
 The telephone infrastructure alone is worth about Rs.

1,00,000 crore (US $ 22.74 billion)
 Turnover of Rs. 31,400 crore ( US $ 7.14 billion)
Add to which, BSNL's nationwide coverage and reach,
comprehensive range of telecom services and a penchant for
excellence; and you have the ingredients for restructuring India
for a bright future. Today, BSNL is most trusted Telecom Brand
of India.
OBJECTIVES
 To be a Lead Telecom Services Provider.

24
 Build customers confidence through quality and reliable
service.

 Provide Bandwidth on demand.

 Contribute towards:
i. National Plan Target of 250 million subscriber base for

the country by December 2007.
ii. Broadband customers base of 20 million in the country
by 2010 as per Broadband Policy 2004.
iii. Telephone in all villages.
iv Implementation of Triple play as a regular

commercial proposition.
25
Organization Chart of BSNL:
Revenue
The Department of Telecom operations now known as BSNL

has shown sustained growth in the last 15 years. The growth rate
in 2004-05 was 6.5%.
26

Capital Investment
Annual Investment in the network has increased from Rs. 785

crores (US$ 0.18 billion) in 1986-87 to over Rs. 7578 crores
( US $ 1.72 billion) in 2004-05. This investment has been
financed mainly by the internal accruals. The planned capital
outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).
27
Bharat Sanchar Nigam Limited has got fixed assets valuing more
than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form
of Land, Buildings, Cables, Apparatus & Plants etc.
Bharat Sanchar Nigam Limited, the largest Public Sector
undertaking of the Nation, is certainly on a financial ground that's
sound.
The corporation has a net worth of Rs 63,000 crores (US $ 14.32

billion), authorized equity capital of Rs. 10,000 crores (US $ 2.27
billion), paid up capital of Rs 5,000 crores (US $ 1.14 billion) and
revenue is Rs. 33,450 crores (US $ 7.60 billion) in 2004-05.
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.
28
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.
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.
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.
29
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)
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
30
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
PROJECTS RECENTLY IMPLEMENTED/UNDER
DEVELOPMENT
 National Internet Backbone of BSNL
 Voice over IP
 Broadband Services - ADSL & High Speed Internet
 Managed Leased Line Network (MLLN)
 Access Network - LMDS, DLCs, RLC etc.
31
 Internet Exchange Points - IXP & Internet Data Centers (IDC)
 E-Commerce
Telephone
Basic Telephone (Bfone)
as on
Total Number of connections 3,51,55,749
30.04.2006
WLL (Tarang)
as on
Total Number of connections 25,95,807
30.04.2006
Village Public Telephones
as on
Total Number of Telephones 5,35,325
31.03.2006
Public Telephones (Local, STD and Highway)
Total Number of
as on 31.03.2006 20,64,174
Public Telephones
STD Stations
31,915
Number of STD
as on 31.03.2006
Stations
Transmission Systems as on 31.03.2006

Transmission Systems
Digital
(Route kms) (Route kms)
Coaxial 6,024
Microwave 63,730
UHF 45,130
Optical Fiber 4,80,196
Satellite Based Services (as on 31.03.2006)
32
MCPC-VSATs 201
IDR Systems (2 Mb/ 8 Mb) 64/17
Mobile
Services
(As on 30.04.2006)
- 1,75,92,364
 Total number of
connections
(As on 30.04.2006)
 District Headquarters - 592

covered
 Total number of - 1,39,021

villages covered
 National Highway - 45,438

covered (Km)
 State Highway covered - 31,339

(Km)
 Railway route covered - 15,730

(Km)
Custom
er Care
33
Several Steps have been taken at BSNL to augment
the quality of customer care to international
standards.
Access round the clock help at following toll free numbers
 Dataone Broadband '1600-424-1600'

 PSTN Call Center '1500' (in select states)
 Sancharnet Help Desk '1957'
 CellOne all India Help '9400024365'
All BSNL Customer Service Centers (CSCs) now remain

open on all seven days from 8.00 AM to 8.00 PM without
any break for all activities.
Cheque deposit machines have also been installed in many
cities, so that customers can make payments 24X7 at their
convenience.
Customers can also make payments by cheque/Demand
Draft to BSNL franchisees all over the country.
With a view to simplify and offer customer friendly services,
more than one Bfone connections can be applied on a single
application form. Accordingly, a single demand note would
be issued to the customer in respect of all the connections
applied for.
Shifting charges for local as well as all India shifting of fixed
telephone (bfone) has been abolished.
Pagers being given to outdoor staff in a phased manner for
speedy rectification of faults.
Majority of the local network is built up on jelly filled and
OFC for trouble free service.
34
Internal Distribution Points (DPs) being provided in the
customer premises to eliminate the faults arising out of
overhead wires.
Extensive use of digital loop carrier (DLC)/Wireless in
Local Loop (WLL) system for improving reliability of
external plant.
Remote Line Units (RLUs). Remote subscriber Units
(RSUs) being provided extensively to reduce the long
lengths of copper cables.
Establishing call centers across the nation to provide single
window solutions and convenience to customers.
Countrywide Network Management & Surveillance System
(NMSS) to ensure uninterrupted and efficient flow of
telecom traffic.
Application Forms for new connections have been made free
of charge for all services.
Procedure for restoration of telephones disconnected due to
non-payment simplified and powers delegated to Secondary
Switching Area (SSA) heads.
Payment of telephone bills being received on Saturday and
Sunday through cheques in City Telecom Offices (CTOs).
More than one Public Call Office (PCO) permitted at the
same premises.
Various application forms and procedures being simplified
for new telephone connections, shifting and third party
transfer.

35
3.0
CONCEPTUAL REVIEW
36
MARKETING MANAGEMENT
DEFINITION:
Marketing management is the practical application of

marketing techniques. It is the analysis, planning, implementation,
and control of programs designed to create, build, and maintain
mutually beneficial exchanges with target markets. The marketing
manager has the task of influencing the level, timing, and
composition of demand in way that will achieve organizational
objectives.
BRAND EQUITY
37
N
A
R
B D
N
A
R
B
V
I
N
C
A
E
P
R
B D
D
E
R
W
C
O
S
A T
N
A
I
E
L
A
I
U
Q
Y
O T
Y
U
Q
E
S I
E
N
O
I Y
T
What is brand equity?
The goal of the brand leadership paradigm is to create strong

brands – but what is a strong brand, anyway? In Managing Brand
Equity, brand equity was defined as the brand assets (or liabilities)
linked to a brand’s name and symbol that add to (or subtract from)
a product or service. These assets can be grouped into four
dimensions: brand awareness, perceived quality, brand
associations, and brand loyalty. These four dimensions guide brand
development, management and measurement.
 Brand awareness:
38
Brand awareness is an often undervalued
asset; however, awareness has been shown to affect perceptions
and even taste. People like the familiar and are prepared to
ascribe all sorts of good attitudes to items that are familiar to
them. The Intel Inside campaign has dramatically transferred
awareness into perceptions of technological superiority and
market acceptance.
 Perceived quality
Perceived quality is a special type of

association, partly because it influences brand associations in
many contexts and partly because it has been empirically shown
to affect profitability (as measured by both ROI and stock
return).
 Brand associations
Brand association can be anything that

connects the customer to the brand. It can include user imagery,
product attributes, use situations, Organizational associations,
brand personality and symbols. Much of brand management
39
involves determining what associations to develop and then
creating programs that will link the associations to the brand.
 Brand loyalty
Brand loyalty is at the heart of any brand’s value.

The concept is to strengthen the size and intensity of each
loyalty segment. A brand with a small but intensely loyal
customer base can have significant equity.
Brand Preference
The stage of brand loyalty at which a brand will

select a particular brand but will choose a competitor’s brand if
the preferred brand is unavailable. See Brand insistence; Brand
recognition.
Customer Satisfaction
If the customer's expectations of product quality,

service quality, and price are exceeded, a firm will achieve high
levels of customer satisfaction and will create "customer
delight." If the customer's expectations are not met, customer
40
dissatisfaction will result. And the lower the satisfaction level,
the more likely the customer is to stop buying from the firm.
4.0
ANALYSIS AND INTERPRETATIONS
41
PROFILE OF THE SAMPLE RESPONDENTS
LOCATION
Frequen Perce Valid Cumulative

cy nt Percent Percent
Vali COIMBAT 145 58.0 58.0 58.0
d ORE
POLLACHI 57 22.8 22.8 80.8
TIRUPUR 48 19.2 19.2 100.0
Total 250 100.0 100.0
TABLE: 1
42
LOCATION
70
60
50
40
30
20
Percent
10
0
COIMBATORE POLLACHI TIRUPUR
LOCATION
CHART: 1
INFERNCE:
As the Table depicts, a good majority of the respondent
(58%) of consumers belongs to Coimbatore while Tirupur is the
least (0.4%).
AGE

Vali bet 20- 51 20.4 20.4 20.4
d 30
bet 31- 100 40.0 40.0 60.4
35
bet 36- 46 18.4 18.4 78.8
43
40
bet 41- 33 13.2 13.2 92.0
50
above 20 8.0 8.0 100.0
50
Total 250 100.0 100.0
TABLE: 2
AGE
50
40
30
20
10
Percent
0
bet 20-30 bet 31-35 bet 36-40 bet 41-50 above 50
AGE
CHART: 2
44
INFERNCE:
(40.0%) were in the age group of (Between 31-35) while the age
group of (Above 50) is the least (8.0%).
OCCUPATION

Vali Managerial 113 45.2 45.2 45.2
d
Business 85 34.0 34.0 79.2
Clerical 24 9.6 9.6 88.8
Manual 17 6.8 6.8 95.6
worker
Student 7 2.8 2.8 98.4
Retired 2 .8 .8 99.2
Agriculture 1 .4 .4 99.6
Professional 1 .4 .4 100.0
Total 250 100.0 100.0
TABLE: 3
45
OCCUPATION
50
40
30
20
10
Percent
0
Managerial Clerical Student Agriculture
Business Manual w orker Retired Professional
OCCUPATION
CHART: 3
INFERNCE:
(45.2%) of consumers were Managers while Professionals and
Agriculturalist were the least (0.4%) each.
Statistics
MONTHLY INCOME
N Valid 24
5
Missi 5
ng
MONTHLY INCOME
46
Valid below 5000 27 10.8 11.0 11.0
bet 5000- 132 52.8 53.9 64.9
10000
bet 10000- 62 24.8 25.3 90.2
15000
bet 15000- 11 4.4 4.5 94.7
25000
above 25000 13 5.2 5.3 100.0
Total 245 98.0 100.0
Missin System 5 2.0
g
Total 250 100.0
TABLE: 4
MONTHLY INCOME
60
50
40
30
20
10
Percent
0
below 5000 bet 10000-15000 above 25000
bet 5000-10000 bet 15000-25000
MONTHLY INCOME
47
CHART: 4
INFERNCE:
(53.9%) consumers monthly income is between (5000-10000),
while monthly income between (15000-25000) is least (4.5%).
MOBILE USE

Vali YE 183 73.2 73.2 73.2
d S
NO 67 26.8 26.8 100.0
Tot 250 100.0 100.0
al
TABLE: 5
48
MOBILE USE
80
60
40
20
Percent
0
YES NO
MOBILE USE
CHART: 5
INFERNCE:
From the above Table, it is inferred that majority of the

respondents (73.2%) were using Mobile phones while (26.8%)
were not using Mobile phones.
LANDLINE USE

49
Vali YE 237 94.8 94.8 94.8
d S
NO 13 5.2 5.2 100.0
Tot 250 100.0 100.0
al
TABLE: 6
LANDLINE USE
100
80
60
40
20
Percent
0
YES NO
LANDLINE USE
CHART: 6
INFERENCE:
From the above Table, it is inferred that majority of the

respondents (94.8%) were using Landline telephone while (5.2%)
were not using Landline telephone.
50
ANALYSIS OF BRAND PREFERENCE
MOBILE SERVICE

Valid No 67 26.8 26.8 26.8
mobile
BSNL 78 31.2 31.2 58.0
Tataindic 1 .4 .4 58.4
om
Reliance 26 10.4 10.4 68.8
Airtel 25 10.0 10.0 78.8
Aircel 37 14.8 14.8 93.6
BPL/Hutc 16 6.4 6.4 100.0
h
Total 250 100.0 100.0
TABLE: 7
51
MOBILE SERVICE
40
30
20
10
Percent
0
No mobile Tataindicom Airtel BPL/Hutch
BSNL Reliance Aircel
MOBILE SERVICE
CHART: 7
INFERNCE:
As the Table depicts, a good majority of people (31.2%) are
using BSNL, while Tataindicom are the least (0.4%) by
considering 250 samples.
52
LANDLINE SERVICE

Vali No 13 5.2 5.2 5.2
d Landline
BSNL 221 88.4 88.4 93.6
Tataindic 8 3.2 3.2 96.8
om
Airtel 8 3.2 3.2 100.0
Total 250 100.0 100.0
TABLE: 8
LANDLINE SERVICE
100
80
60
40
20
Percent
0
No Landline BSNL Tataindicom Airtel
LANDLINE SERVICE
53
CHART: 8
INFERNCE:
As the Table depicts, a good majority of people (88.4%)
are using BSNL, while Tataindicom and Airtel are the least (3.2%)
each.
FAMILIAR

Vali Very familiar 128 51.2 51.2 51.2
d
Some what familiar 120 48.0 48.0 99.2
Familiar but never 2 .8 .8 100.0
used it
Total 250 100.0 100.0
TABLE: 9
54
FAMILIAR
60
50
40
30
20
10
Percent
0
Very familiar Some w hat familiar Familiar but never u
FAMILIAR
CHART: 9
INFERNCE:
As the Table depicts, a good majority of people (51.2%)
are familiar with BSNL, while (0.8%) of people are familiar but
never used.
COMPARING WITH OTHER SERVICES
55
Vali Much better 58 23.2 23.2 23.2
d
Some what better 99 39.6 39.6 62.8
About the same 65 26.0 26.0 88.8
Some what worse 27 10.8 10.8 99.6
Don’t 1 .4 .4 100.0
know/Never used
Total 250 100.0 100.0
TABLE: 10

50
40
30
20
10
Percent
0
Much better About the same Dont know /Never used
Some w hat better Some w hat w orse
CHART: 10
INFERENCE:
As the Table depicts, majority of respondents (39.6%)
opined BSNL is “Some What Better” when compared to other
56
services, while the least number of respondents (0.4%) opined
“Don’t know/Never used”.
AGE * MOBILE SERVICE Cross tabulation
MOBI Total
LE
SERV
ICE
No BS Tataind Relian Air Airc BP
mobile NL icom ce tel el L/
Hut
ch
AG bet Cou 10 18 1 1 11 8 2 51
E 20- nt
30
% 19.6% 35. 2.0% 2.0% 21. 15.7 3.9 100.0
wit 3% 6% % % %
hin
AG
E
bet Cou 30 26 12 8 20 4 100
31- nt
35
% 30.0% 26. 12.0% 8.0 20.0 4.0 100.0
wit 0% % % % %
hin
AG
E
57
bet Cou 11 14 6 3 5 7 46
36- nt
40
% 23.9% 30. 13.0% 6.5 10.9 15. 100.0
wit 4% % % 2% %
hin
AG
E
bet Cou 8 12 6 1 3 3 33
41- nt
50
% 24.2% 36. 18.2% 3.0 9.1% 9.1 100.0
wit 4% % % %
hin
AG
E
abov Cou 8 8 1 2 1 20
e 50 nt
% 40.0% 40. 5.0% 10. 5.0% 100.0
wit 0% 0% %
hin
AG
E
Tot Cou 67 78 1 26 25 37 16 250
al nt
% 26.8% 31. .4% 10.4 10. 14.8 6.4 100.0
wit 2% % 0% % % %
hin
AG
E
58
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Age of the
Customers and Mobile Service using by the Customers.
Alternative Hypothesis [H1]: There is a significant relationship between the Age

of
the Customers and Mobile Service using by the Customers.
Chi-Square Tests
Valu df Asymp. Sig. (2-

e sided)
Pearson Chi- 37.62 24 .038
Square 5
Likelihood 37.65 24 .038
Ratio 4
N of Valid 250
Cases
a.17 cells (48.6%) have expected count less than 5. The minimum
expected
count is .08.
TABLE: 11
59
INFERNCE:
From the above Table, calculated value is (37.63) higher than
the critical value (36.42) at 5% level, so Null hypothesis [H0] has
to be rejected (i.e.) there is a significant relationship between the
Age of the Customers and Mobile Service using by the Customers.
40
30
MOBILE SERVICE
No mobile
BSNL
20
Tataindicom
Reliance
10 Airtel
Aircel
Count
0 BPL/Hutch
bet 20-30 bet 36-40 above 50
bet 31-35 bet 41-50
AGE
60
CHART: 11
LOCATION * LANDLINE SERVICE Cross tabulation
LANDLI Total
NE
SERVIC
E
No BSN Tatai Airtel
Landline L ndico
m
LOCAT COI Count 7 127 6 5 145
ION MBA
TOR
E
% within 4.8% 87.6 4.1% 3.4% 100.
LOCATI % 0%
ON
POL Count 4 52 1 57
LAC
HI
% within 7.0% 91.2 1.8% 100.
LOCATI % 0%
ON
TIRU Count 2 42 1 3 48
PUR
% within 4.2% 87.5 2.1% 6.3% 100.
LOCATI % 0%
ON
Total Count 13 221 8 8 250
% 5.2% 88.4 3.2% 3.2% 100.
within % 0%
LOCATI
ON
61
TABLE: 12
140
120
100
80
60 LANDLINE SERVICE
No Landline
40
BSNL
20
Tataindicom
Count
0 Airtel
LOCATION
CHART: 12
INFERENCE:
From the above table, it explains about the BSNL Land
line users in each location.
62
LOCATION * MIGRATION Cross tabulation
MIGRATION Tota
l
Cer Hi Not Lo Nev
tain gh sur w er
ch e cha
an nce
ce
LOCATI COIMBA Count 4 3 24 40 74 145
ON TORE % within 2.8 2.1 16. 27. 51. 100.
LOCATI % % 6% 6% 0% 0%
ON
POLLAC Count 7 2 18 15 15 57
HI % within 12. 3.5 31. 26. 26. 100.
LOCATI 3% % 6% 3% 3% 0%
ON
TIRUPU Count 5 3 15 10 15 48
R % within 10. 6.3 31. 20. 31. 100.
LOCATI 4% % 3% 8% 3% 0%
ON
Total Count 16 8 57 65 104 250
% within 6.4 3.2 22. 26. 41. 100.
LOCATI % % 8% 0% 6% 0%
ON
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Location

of the Customers and Migration of the Customers.
63
Alternative Hypothesis [H1]: There is a significant relationship between the
Location
of the Customers and Migration of the Customers.
Chi-Square Tests
Value df Asymp. Sig. (2-

sided)
Pearson Chi- 23.374( 8 .003
Square a)
Ratio
N of Valid 250
Cases
a. 5 cells (33.3%) have expected count less than 5. The minimum
expected count is 1.54.
TABLE: 13
INFERENCE:
From the above Table, calculated value is (23.37)
higher than the critical value (15.51) at 5% level, so Null
hypothesis [H0] has to be rejected (i.e.) there is a significant
relationship between the Location of the Customers and Migration
of Customers.
64
80
60
MIGRATION
40
Certain
High chance
20
Not sure
Low chance
Count
0 Never
LOCATION
65
CHART: 13
LOCATION * NETWORK Cross tabulation
NETWORK Tota
l
Ver Qui Ne Qui Ve

y te utra te ry
sati sati l diss dis
sfie sfie atis sat
d d fied isfi
ed
ON TORE % within 63. 22. 7.6 2.1 4.1 100.
LOCATI 4% 8% % % % 0%
ON
POLLAC Count 14 26 9 5 3 57
HI % within 24. 45. 15. 8.8 5.3 100.
LOCATI 6% 6% 8% % % 0%
ON
TIRUPU Count 9 19 10 7 3 48
R % within 18. 39. 20. 14. 6.3 100.
LOCATI 8% 6% 8% 6% % 0%
ON
Total Count 115 78 30 15 12 250
% within 46. 31. 12. 6.0 4.8 100.
LOCATI 0% 2% 0% % % 0%
ON
66
Hypothesis:

of the Customers and Satisfaction of BSNL Network using by the Customers.

Location
of the Customers and Satisfaction of BSNL Network using by the Customers.
Chi-Square Tests

sided)
Pearson Chi- 48.112( 8 .000
Square a)
Ratio
N of Valid 250
Cases
TABLE: 14
INFERENCE:
From the above Table, calculated value is (48.11) higher than the
critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.) there
is
a significant relationship between the Location of the Customers and
Satisfaction of BSNL Network using by the Customers.
67
100
80
60
NETWORK
40 Very satisfied
Quite satisfied
20 Neutral
Quite dissatisfied
Count
0 Very dissatisfied
LOCATION
68
CHART: 14
LOCATION * CUSTOMER CARE Cross tabulation
CUSTOMER CARE Tota

l
Ver Qui Ne Qui Ver

y te utra te y
sati sati l diss diss
sfie sfie atis atis
d d fied fied
ON TORE % within 35. 31. 11. 6.9 14. 100.
LOCATI 9% 7% 0% % 5% 0%
ON
POLLAC Count 11 22 10 9 5 57
HI % within 19. 38. 17. 15. 8.8 100.
LOCATI 3% 6% 5% 8% % 0%
ON
TIRUPU Count 7 9 17 9 6 48
R % within 14. 18. 35. 18. 12. 100.
LOCATI 6% 8% 4% 8% 5% 0%
ON
Total Count 70 77 43 28 32 250
% within 28. 30. 17. 11. 12. 100.
LOCATI 0% 8% 2% 2% 8% 0%
ON
Hypothesis:
69
of the Customers and Satisfaction level of BSNL Customer care.

Location
of the Customers and Satisfaction level of BSNL Customer care.
Chi-Square Tests

sided)
Pearson Chi- 30.685( 8 .000
Square a)
Ratio
N of Valid 250
Cases
a. 0 cells (.0%) have expected count less than 5. The minimum
TABLE: 15
70
INFERENCE:
From the above Table, calculated value is (30.69) higher than the critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.)
there
is a significant relationship between the Location of the Customers and
Satisfaction level of BSNL Customer care.
60
50
40
CUSTOMER CARE
30
Very satisfied
20
Quite satisfied
Neutral
10
Quite dissatisfied
Count
0 Very dissatisfied
LOCATION
CHART: 15
71
COST * MIGRATION Cross tabulation
MIGRATION Tota
l
Cer Hi Not Lo Nev
tain gh sur w er
ch e cha
an nce
ce
COST Very Count 1 1 5 8 56 71
satisfie % 1.4 1.4 7.0 11. 78. 100.
d within % % % 3% 9% 0%
COST
Quite Count 1 4 21 38 29 93
satisfie % 1.1 4.3 22. 40. 31. 100.
d within % % 6% 9% 2% 0%
COST
Neutral Count 3 2 16 11 6 38
% 7.9 5.3 42. 28. 15. 100.
within % % 1% 9% 8% 0%
COST
Quite Count 6 1 12 7 10 36
dissatis % 16. 2.8 33. 19. 27. 100.
fied within 7% % 3% 4% 8% 0%
COST
Very Count 5 3 1 3 12
dissatis % 41. 25. 8.3 25. 100.
fied within 7% 0% % 0% 0%
COST
Total Count 16 8 57 65 104 250
% 6.4 3.2 22. 26. 41. 100.
within % % 8% 0% 6% 0%
COST
72
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Satisfaction

of Cost of BSNL and Migration of Customers.

Satisfaction
of Cost of BSNL and Migration of Customers.
Chi-Square Tests

sided)
Pearson Chi- 104.622 16 .000
Square (a)
Ratio
N of Valid 250
Cases
a. 12 cells (48.0%) have expected count less than 5. The
minimum expected count is .38.
TABLE: 16
INFERENCE:
From the above Table, calculated value is (104.62) higher than the
critical
is a
significant relationship between the Satisfaction of Cost of BSNL and
Migration of
Customers.
73
60
50
40
MIGRATION
30
Certain
20 High chance
Not sure
10
Low chance
Count
0 Never
Very satisfied Neutral Very dissatisfied
Quite satisfied Quite dissatisfied
COST
CHART: 16
74
QUALITY OF CUSTOMER SERVICE * MIGRATION Cross
tabulation
MIGRATION Tota
l
Cer Hi Not Lo Nev
tain gh sur w er
ch e cha
an nce
ce
QUALITY Excellent Count 1 2 21 24
OF % within 4.2 8.3 87. 100.
CUSTOM QUALITY % % 5% 0%
ER OF
SERVICE CUSTOM
ER
SERVICE
Good Count 3 2 9 19 33 66
% within 4.5 3.0 13. 28. 50. 100.
QUALITY % % 6% 8% 0% 0%
OF
CUSTOM
ER
SERVICE
Average Count 4 2 24 19 27 76
% within 5.3 2.6 31. 25. 35. 100.
QUALITY % % 6% 0% 5% 0%
OF
CUSTOM
ER
SERVICE
Poor Count 1 1 8 15 10 35
75
% within 2.9 2.9 22. 42. 28. 100.
QUALITY % % 9% 9% 6% 0%
OF
CUSTOM
ER
SERVICE
Very poor Count 8 3 15 10 13 49
% within 16. 6.1 30. 20. 26. 100.
QUALITY 3% % 6% 4% 5% 0%
OF
CUSTOM
ER
SERVICE
Total Count 16 8 57 65 104 250
% within 6.4 3.2 22. 26. 41. 100.
QUALITY % % 8% 0% 6% 0%
OF
CUSTOM
ER
SERVICE
Hypothesis:
Null Hypothesis [Ho]: There is no significant relationship between the Quality

of Customer service and Migration of the Customers.

Quality
of Customer service and Migration of the Customers.
76
Chi-Square Tests

sided)
Pearson Chi- 47.985( 16 .000
Square a)
Ratio
N of Valid 250
Cases
a. 10 cells (40.0%) have expected count less than 5. The
minimum expected count is .77.
TABLE: 17
INFERNCE:
From the above table, calculated value is (47.99) higher than the
critical
is
a significant relationship between the Quality of Customer service and
Migration
of the Customers.
77
40
30
MIGRATION
20
Certain
High chance
10
Not sure
Low chance
Count
0 Never
Excellent Good Average Poor Very poor
QUALITY OF CUSTOMER SERVICE
CHART: 17
LOCATION * COMPARING WITH OTHER SERVICES

Cross tabulation
COMPARING WITH Tota

OTHER SERVICES l
Mu So Abo So Do
ch me ut me nt
bett wh the wh kn
er at sa at ow
bett me wor /N
78
er se ev
er
us
ed
LOCATI COIMBA Count 48 59 30 8 145
ON TORE % within 33. 40. 20. 5.5 100.
LOCATI 1% 7% 7% % 0%
ON
POLLAC Count 5 23 16 12 1 57
HI % within 8.8 40. 28. 21. 1.8 100.
LOCATI % 4% 1% 1% % 0%
ON
TIRUPU Count 5 17 19 7 48
R % within 10. 35. 39. 14. 100.
LOCATI 4% 4% 6% 6% 0%
ON
Total Count 58 99 65 27 1 250
% within 23. 39. 26. 10. . 100.
LOCATI 2% 6% 0% 8% 4% 0%
ON
Hypothesis:

of the Customers and Satisfaction level of BSNL compared with other Services.

Location
of the Customers and Satisfaction level of BSNL compared with other Services.
Chi-Square Tests
79
sided)
Pearson Chi- 33.279( 8 .000
Square a)
Ratio
N of Valid 250
Cases
expected count is .19.
TABLE: 18
INFERENCE:
critical
is
a significant relationship between the Location of the Customers and
Satisfaction
level of BSNL compared with other Services.
80
70
60
50
40
COMPARING WITH OTHER
30 Much better
Some w hat better

20
About the same
10
Some w hat w orse
Count
0 Dont know /Never used

LOCATION
CHART: 18
LOCATION * TARIFF Cross tabulation
TARIFF Tota
l
Ver Qui Ne Qui Ve

y te utra te ry
sati sati l diss dis
sfie sfie atis sat
d d fied isfi
ed
ON TORE % within 49. 37. 9.7 2.1 2.1 100.
LOCATI 0% 2% % % % 0%
ON
POLLAC Count 15 24 10 4 4 57
81
HI % within 26. 42. 17. 7.0 7.0 100.
LOCATI 3% 1% 5% % % 0%
ON
TIRUPU Count 8 17 16 7 48
R % within 16. 35. 33. 14. 100.
LOCATI 7% 4% 3% 6% 0%
ON
Total Count 94 95 40 14 7 250
% within 37. 38. 16. 5.6 2.8 100.
LOCATI 6% 0% 0% % % 0%
ON
Hypothesis:

of the Customers and Satisfaction of BSNL Tariff Plan.

Location
of the Customers and Satisfaction of BSNL Tariff Plan.
Chi-Square Tests

sided)
Pearson Chi- 41.203( 8 .000
Square a)
Ratio
N of Valid 250
Cases
82
TABLE: 19
INFERENCE:
critical
value (15.51) at 5% level, so Null hypothesis [H0] has to be rejected (i.e.)
there
is a significant relationship between the Location of the Customers and
Satisfaction
of BSNL Tariff Plan.
83
80
60
TARIFF
40
Very satisfied
Quite satisfied
20
Neutral
Quite disatisfied
Count
0 Very disatisfied
LOCATION
CHART: 19
ANALYSIS OF BRAND ATTRIBUTES
TARIFF

84
Vali Very satisfied 94 37.6 37.6 37.6
d
Quite 95 38.0 38.0 75.6
satisfied
Neutral 40 16.0 16.0 91.6
Quite 14 5.6 5.6 97.2
dissatisfied
Very 7 2.8 2.8 100.0
dissatisfied
Total 250 100.0 100.0
TABLE: 20
TARIFF
50
40
30
20
10
Percent
0
Very satisfied Neutral Very disatisfied
Quite satisfied Quite disatisfied
TARIFF
CHART: 20
INFERNCE:
From the above Table, it was inferred that majority of the
respondents (38%) were “Quite Satisfied” with a special regards to
85
the BSNL Tariff Plan, while the least (2.8%) number of
respondents were “Very Dissatisfied” with respect to the BSNL
Tariff Plan.
NETWORK

Vali Very satisfied 115 46.0 46.0 46.0
d
Quite 78 31.2 31.2 77.2
satisfied
Neutral 30 12.0 12.0 89.2
Quite 15 6.0 6.0 95.2
dissatisfied
Very 12 4.8 4.8 100.0
dissatisfied
Total 250 100.0 100.0
TABLE: 21
86
NETWORK
50
40
30
20
10
Percent
0
NETWORK
CHART: 21
INFERNCE:
As the Table depicts, a good majority of respondents (46%)
were “Very Satisfied” with the Network of BSNL, while the least
(4.8%) were “Very Dissatisfied” with the Network of BSNL.
COST
Frequ Perc Valid Cumulative

ency ent Percent Percent
Val Very 71 28.4 28.4 28.4
id satisfied
Quite 93 37.2 37.2 65.6
satisfied
87
Neutral 38 15.2 15.2 80.8
Quite 36 14.4 14.4 95.2
dissatisfied
Very 12 4.8 4.8 100.0
dissatisfied
Total 250 100.0 100.0
TABLE: 22
COST
40
30
20
10
Percent
0
COST
CHART: 22
INFERENCE:
As the Table depicts, majority of respondents (37.2%) were
“Quite Satisfied” with special regards to the Satisfaction level of
Cost of BSNL, while the least number of respondents (4.8%) were
“Very Dissatisfied” with the Satisfaction level of Cost of BSNL.
88
CUSTOMER CARE
Frequ Per Valid Cumulative

ency cen Percent Percent
t
Val Very 70 28. 28.0 28.0
id satisfied 0
Quite 77 30. 30.8 58.8
satisfied 8
Neutral 43 17. 17.2 76.0
2
Quite 28 11. 11.2 87.2
dissatisfied 2
Very 32 12. 12.8 100.0
dissatisfied 8
Total 250 100 100.0
.0
TABLE: 23
89
CUSTOMER CARE
40
30
20
10
Percent
0
CUSTOMER CARE
CHART: 23
INFERENCE:
From the above Table, it was inferred that majority of
respondents (30.8%) were “Quite Satisfied” with the Customer
care of BSNL, while the least number of respondents (11.2%) were
“Quite Dissatisfied” with BSNL Customer care.
ADDTIONAL PACKAGE
Frequ Perc Valid Cumulative

ency ent Percent Percent
Val Very 44 17.6 17.6 17.6
id satisfied
90
Quite 67 26.8 26.8 44.4
satisfied
Neutral 95 38.0 38.0 82.4
Quite 33 13.2 13.2 95.6
dissatisfied
Very 11 4.4 4.4 100.0
dissatisfied
Total 250 100.0 100.0
TABLE: 24
ADDTIONAL PACKAGE
40
30
20
10
Percent
0
ADDTIONAL PACKAGE
CHART: 24
INFERENCE:
From the above Table, it was inferred that majority of
respondents (38%) opined “Neutral” with the BSNL’s Additional
91
Packages, while the least number of respondents (4.4%) opined
“Very Dissatisfied” with the Additional Packages of BSNL.
Frequ Perc Valid Cumulativ

ency ent Percent e Percent
Val Excell 24 9.6 9.6 9.6
id ent
Good 66 26.4 26.4 36.0
Avera 76 30.4 30.4 66.4
ge
Poor 35 14.0 14.0 80.4
Very 49 19.6 19.6 100.0
poor
Total 250 100.0 100.0
TABLE: 25
92
40
30
20
10
Percent
0
Excellent Good Average Poor Very poor
CHART: 25
INFERENCE:
As the Table depicts, the majority of respondents (30.4%)
were opined “Average” with special reference to the Quality of
Customer Service, while the least number of respondents (9.6%)
were opined “Excellent” with respect to the Quality of Customer
Service.
MIGRATION
Frequ Perc Valid Cumulativ

ency ent Percent e Percent
93
Val Certain 16 6.4 6.4 6.4
id
High 8 3.2 3.2 9.6
chance
Not sure 57 22.8 22.8 32.4
Low 65 26.0 26.0 58.4
chance
Never 104 41.6 41.6 100.0
Total 250 100.0 100.0
TABLE: 26
MIGRATION
50
40
30
20
10
Percent
0
Certain High chance Not sure Low chance Never
MIGRATION
CHART: 26
INFERENCE:
As the Table depicts, a good majority of respondents (41.6%)
were opined “Never” with special respect to the chance of
Migration from BSNL, while the least number of respondents
94
(3.2%) were opined “High Chance” with reference to the chance of
Migration from BSNL
5.0
FINDINGS AND SUGGESTIONS
95
FINDINGS:
 A good majority of the respondents (73.2%) were using

Mobile phones while (26.8%) were not using Mobile phones.
 A good majority of the respondents (94.8%) were using

Landline telephone while (5.2%) were not using Landline
telephone.
 A good majority of people (31.2%) are using BSNL, while

Tataindicom are the least (0.4%) by considering 250 samples,
with respect to Mobile.
 A good majority of people (88.4%) are using BSNL, while

Tataindicom and Airtel are the least (3.2%) each, with
respect to Landline.
96
 A good majority of people (51.2%) are familiar with BSNL,
while (0.8%) of people are familiar but have never used.
 A good majority of respondents (39.6%) opined that BSNL is

“Some What Better” when compared to other services, while
the least number of respondents (0.4%) opined “Don’t
know/Never used”.
 There is a significant relationship between the Age of the

Customers and Mobile Service used by the Customers.
 There is a significant relationship between the Location of

the Customers and Migration of Customers.
 There is a significant relationship between the Location of the Customers

and Satisfaction of BSNL Network used by the Customers.
 There is a significant relationship between the Location of

the Customers and Satisfaction of BSNL Network used by
the Customers.
 There is a significant relationship between the Satisfaction of Cost of

BSNL and Migration of Customers.
97
 There is a significant relationship between the Quality of Customer
service and Migration of the Customers.

and Satisfaction level of BSNL compared with other Services.

and Satisfaction of BSNL Tariff Plan.
 A good majority of the respondents (38%) were “Quite

Satisfied” with special regards to the BSNL Tariff Plan,
while the least (2.8%) number of respondents were “Very
Dissatisfied” with respect to the BSNL Tariff Plan.
 A good majority of respondents (46%) were “Very Satisfied”

with the Network of BSNL, while the least (4.8%) were
“Very Dissatisfied” with the Network of BSNL.
 A majority of respondents (37.2%) were “Quite Satisfied”

with special regards to the Satisfaction level of Cost of
BSNL, while the least number of respondents (4.8%) were
98
“Very Dissatisfied” with the Satisfaction level of Cost of
BSNL.
 A majority of respondents (38%) opined “Neutral” with the

BSNL’s Additional Packages, while the least number of
respondents (4.4%) opined “Very Dissatisfied” with the
Additional Packages of BSNL.
 The majority of respondents (30.4%) opined “Average” with

special reference to the Quality of Customer Service, while
the least number of respondents (9.6%) opined “Excellent”
with respect to the Quality of Customer Service.
 A good majority of respondents (41.6%) opined “Never”

with special respect to the chance of Migration from BSNL,
while the least number of respondents (3.2%) opined “High
Chance” with reference to the chance of Migration from
BSNL.
 Customers were felt that monthly rental was too high hence
the reason that most of them were surrendering.
99
 Recharge card rates are very high so make some
arrangements to make recharge cards available at cheaper
rates.
 Some customers felt that when landline phone gets out of

order, it is not checked or corrected for even 1month, hence
there was heavy business loss.
 In the evening, lines are not getting connected since network

problem was too high.
 When phone went out of order, the respondents were still

charged for calls.
 Customers are very much dissatisfied with Linemen, because

of irresponsibility. (Collecting amount from customers).
 Regarding Cell one respondents complained, Network is

always busy with other mobile services.
 During the rainy season noise in the instrument is a problem.
100
 Respondents felt that there was no personalized service to
customers.
 Due to non-availability of CUG connections to all, most of

the customers surrendered BSNL and migrated to Airtel.
 Customers perceived that the bills are always inflated.
 Due to excessive rules and regulations for operating 1rupee

coin telephones customers are not willing to buy and they are
preferring Airtel and Reliance.
 Even after Surrendered the phone before 6months deposit

amount was not yet received but receiving bill.
 Customers are expecting more number of free calls.
 In Pollachi network is not proper inside the house so

Customers were very much dissatisfied.
 With regards to mobile services options are limited hence

customers were switching over to other service providers.
101
 The extensive time lag between submission of application
and receiving of a telephone connection had made some
respondents switch over to other service providers.
 Due to the maturity and easy availability of Mobile service

most of the customers were surrendered their landline
connection.
 Due to limited number of linemen, faults were not

immediately attended to, hence customers were very much
dissatisfied.
 Customers were preferring to replace their old instrument.
 It was brought to notice of the researcher that prepaid SIM

cards took up to 10 days for activation.
 There is not much awareness among the Customer’s

regarding the facilities which are provided by BSNL, so
effective media campaign is a must to enhance the awareness
level.
102
 Most of the people were not satisfied with the BSNL
Customer Service for both Mobile and Landline.
 The respondents felt that the number of payment service

counters was inadequate, hence more payment counters
should be made available.
 Students are not much interested in BSNL Cell one because

of non-availability of SMS facilities.
 The respondents felt that The BSNL cell ones starter pack
and recharge cards are in perennial short supply.
 The respondents experienced network problems when they

used roaming to cities.
 The respondents suggested that simple value added such as

display of last call rate and balance amount should be made
available by BSNL.
103
 Even though customers were dissatisfied with BSNL due to
Loyalty they are still using BSNL service (For only
Incoming).
 One of the major irritations, as told by the respondents was

that the communication instruments provided by BSNL were
of poor quality and hence they had to face frequent problems
with the instruments.
104
SUGGESTIONS:
 From the research study, it has been found out that the
Customers are very particular about the Quality of the
Telecom services and hence they want BSNL to increase the
Quality of BSNL services by providing the Customers an
attractive instrument with new wiring connections.
 Customers were unaware about the new schemes provided by

BSNL, so effective media campaign is a must to enhance the
awareness level.
 Recharge coupons were available only at higher rates when

compared with other brands, so BSNL may take some steps
to provide recharge coupons at lower rates with various
denominations.
 BSNL may also introduce some sales promotion such as cash

discounts; Quality discounts hence the promotional activities
would further strengthen the market share of the Company.
 BSNL may reduce the monthly rentals and also the service
tax.
105
 BSNL may introduce free service of SMS regarding Cell one.
 Caller Id’s should be provided immediately after the

Customers requisition.
 Customer care of BSNL should be improved a lot.
 BSNL should take steps to curb the corrupt practices of the

Linemen.
 BSNL may introduce CUG connection like other services so

that they may retain their first position in the market.
106
6.0
CONCLUSION
107
Conclusion:
BSNL being a public sector, in order to thrive and excel, have to

understand about the Customers expectations.
They also have to understand about their competitors and their

nuances in understanding their Customers.
Since Communication industry is a very competitive one it is high

time for BSNL to understand about their Customers in Landline as
well as Mobile services.
108
7.0
BIBLIOGRAPHY
109
BIBLIOGRAPHY
PRINCIPLES OF MARKETING MANAGEMENT - PHILIP

KOTLER
- RAJAN
SAXENA
MARKETING RESEARCH - DAVID

A.AAKER
- GEORGE S.
DAY
RESEARCH METHODOLOGY - KOTHARI

C.R.
WEBSITES:
1. www.bsnl.co.in
2. www.yahoo.com
3. www.google.com
110
8.0
ANNEXURE
111
1. What is your Age?
a. Between 20-30. b. Between 31-35. c.

Between 36-40.
d. Between 41-50. e. Above 50.
2. Which of these best describes your job?
a. Managerial
b. Professional
c. Clerical
d. Manual Worker
e. Student
f. Retired
g. Agriculture
3. Under which category you belong to regarding your Monthly

Income?
a. Below 5000. b. Between 5000-10000. c.

Between 10000-15000.
d. Between 15000-25000. e. Above 25000.
112
4. Are you using mobile services?
a. Yes
b. No
5. And which of the following mobile services you are using

currently?
a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Aircel.
f. BPL\Hutch.
g. Any other please mention
6. Which of the following Landline Services you are using

currently?
a. BSNL.
b. Tata Indicom.
c. Reliance.
d. Airtel.
e. Any other please mention.
7. How familiar are you with BSNL Services?
a. Very familiar (use on regular basis).

b. Some what familiar (use it only some times).
c. Familiar but never used it.
d. Never heard of service before.
8. How satisfied are you with the Tariff plan of BSNL?
a. Very satisfied
b. Quite satisfied
113
c. Neutral
d. Quite dissatisfied
e.Very dissatisfied
9. How satisfied are you with the network of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
e. Very dissatisfied
10. How satisfied are you with the cost of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
11. How satisfied are you with the customer care of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
12. How satisfied are you with the additional packages of BSNL?
a. Very satisfied
b. Quite satisfied
c. Neutral
114
13. In thinking about your most recent with others was the Quality
of the BSNL Customer Service you received:
a. Excellent.
b. Good.
c. Average.
d. Poor.
e. Very poor.
14. Compared with others would you say that BSNL is
a. Much better.
b. Some what better.
c. About the same.
d. Some what worse.
e. Don’t know (or) Never used.
15. [a]. All things considered over the next 12 months how likely
are you to replace your current Service
a. Certain.
b. High chance.
c. Not sure.
d. Low chance.
e. Never.
[b]. If you are looking to replace your current Service what are
some of the reasons for doing so?
115
BSNL Broadband Tariff (Max. Contention Ratio is 1:25) Home>Services>BSNL Broadband>Tariff
Broadband Tariff Back
DSL Broadband Tariff

Postpaid Broadband Tariff
Prepaid Broadband Tariff
VPN Over Broadband Tariff
VVoBB Tariff on Promotional Offer
WiMax Broadband Tariff

116
Particulars Home Business
HOWI HO WI BU WI BUWI BUWI BUWI
1000 1800 4400 8000 12000 20000
Bandwidth 256 512 256 512 1024 2048
Kbps Kbps Kbps Kbps Kbps Kbps
Single/ Multi SU SU MU MU MU MU
user (SU/MU)
One time 750 750 750 750 750 750
Installation
Charges (Rs.)*
Fixed Monthly 1000 1800 4400 8000 12000 20000
Charges* (Rs.)
Discounted 10000 18000 44000 80000 120000 200000
Annual
Payment
Option (Rs.)*
Free Email 2/5 MB 2/5 MB 2/5 MB 2/5 MB 4/5 4/5 MB
IDs/ Space MB
(Per email ID)
Dl/UL limit per Unlimited
month
Security One month’s Fixed Monthly Charges
Deposit
Other terms and conditions --

1. The CPE will be provided directly to the customer by M/s SOMA and
its payment will be
made directly to M/s SOMA. The price of CPE will be as under (All
other Taxes as per actuals):
(a) CPE – Home User (SU) : Rs. 10000
(b) CPE – Business User (MU) : Rs. 12000
2. In addition to the above, CPEs will be given free of cost under the
Business Plans if:
(a) The customer commits to subscribe for guaranteed period
of three years; or
(b) The customer agrees to pay in one year’s FMC in advance
for the 1 Mbps and 2 Mbs
Business Plans at the time of registering the service.
3. No free CPEs will be provided under the Home Plans.
4. Apart from above mentioned tariff, all other terms and conditions
of service and revenue
sharing etc will be separately intimated by SP Branch, BSNL
Corporate Office
117
BSNL Prepaid Broadband
Tariff for prepaid Broadband Services
Value Based Recharge

vouchers
To continue the Prepaid Broadband account after its creation, the customer
has to recharge his account by any of the following Limited plan vouchers as
per his/her choice:
1.Limited download/upload plan vouchers( upto 2 Mbps )
The customer will be offered different Plans with speed upto 2 Mbps with
limited download. The details of Plan vouchers and rate at which the usage
shall be charged is as follows:-
Sl. Voucher MRP Service Administrativ Usage Rate Validit Grace Grace
No. Type (Rs.) Tax @ e Charge (Rs.) Amount Per y Period Period
10.30% (Rs.) MB (in (Days) ( in ( in D
Rs.) Days)
**GP-
*GP-I
` BB RL 50 50 4.67 15 30.33 7 15 75
2 BB RL 100 100 9.34 20 70.66 15 15 75
0.60
3 BB RL 250 250 23.35 25 201.65 30 15 75
4 BB RL 500 500 46.69 50 403.31 45 15 75
5 BB RL 750 750 70.04 0 679.96 60 15 75
6 BB RL 1200 112.06 0 1087.94 75 15 75
1200
7 BB RL 1600 149.41 0 1450.59 0.40 90 15 75
1600
8 BB RL 2000 186.76 0 1813.24 120 15 75
2000
9 BB RL 5000 466.91 0 4533.09 0.30 210 15 75
5000
 For limited Plans, balance usage value if any available will be

carried forward, in case of recharge within the Grace Period
*GP-I (i.e. 15 days). Beyond 15 days (*GP-I), balance usage
value if any available will not be carried forward, but the
customer can recharge his account upto another 75 days
(**GP-II). After expiry of the additional grace period of 75 days
(**GP-II), the account of the customer shall be deleted from the
system .
118
Validity Vouchers for limited plans :
Voucher *MRP Usage Service Validity in

Type (in Amount Tax @ Days (for
Sl.No. Rs.) (in Rs.) 10.30% account)
1 BB Validity 100 NIL 9.34 30
100
150
250
* MRP including Service Tax @ 10.30%.
Top Up Vouchers for limited plans :
Top Up voucher of the following denominations shall be available for

increasing the usage without any change in validity.
Sl. Voucher Type *MRP (in Service Tax @ Usage

No. Rs.) 10.30 %( in Amount
Rs.) (Rs.)
1 BB Top Up 100 100 9.34 90.66
2 BB Top Up 200 200 18.68 181.32
3 BB Top Up 500 500 46.69 453.31
* MRP including Service Tax @ 10.30%.
 After increase of usage amount through Top Up voucher, the existing

rate of usage as per plan selected by the customer shall continue.
E-mail ID : On request by the customer, an email id with 5 MB mail space

shall be given in bsnl.in domain.
Renewal / Recharge of account :-
• The customer can recharge his account online from the BSNL portal after
purchasing the voucher either through BSNL CSC or other retail outlets.
119
BSNL Prepaid Broadband
Tariff for prepaid Broadband Services
Volume Based Recharge Vouchers (w.e.f.05-07-

2010):
A. Volume based Prepaid Recharge Vouchers (upto 2 Mbps speed)
S. Voucher MRP of the Data Validity in GP- GP-2**

No. Type Voucher in RS. Usage in days 1*
(inclusive of GB
Service Tax)
1 BBV RL 250 250 1 7 15 45
2 BBV RL 350 350 3 7 15 45
3 BBV RL 450 450 3 15 15 45
4 BBV RL 600 600 6 15 15 45
5 BBV RL 1000 10 30 15 45
1000
6 BBV RL 1400 15 45 15 45
1400
7 BBV RL 1750 20 60 15 45
1750
8 BBV RL 1800 6 180 15 45
1800
9 BBV RL 3000 12 360 15 45
3000
For limited plans, balance usage available if any will be carried

forward, in case of recharge within the Grace Period *GP-1 (i.e. 15
days). Beyond 15 days (*GP-1), balance usage available if any will
not be carried forward, but the customer can recharge his account
upto another 45 days (** GP-2). After expiry of the additional grace
period of 45 days (**GP-2), the account of the customer shall be deleted
from the system
120
B . Top up Vouchers for Volume Based
Plans:
Top up vouchers of the following denominations shall be available for

additional data usage without any change in validity:
S. No. Voucher Type MRP of the Voucher in Rs. Data Usage

(inclusive of Service Tax) in GB
1 BBV Topup 200 200 2
2 BBV Topup 375 375 5
C. Validity Vouchers for Volume Based Plans:
S. No. Voucher Type MRP of the Voucher in RS. Validity in

(inclusive of Service Tax) days
1 BBV Validity 200 200 7
2 BBV Validity 300 300 15
# The above tariff will be effective from 05.07.2010 .
Renewal / Recharge of account :-
• The customer can recharge his account online from the BSNL
portal after purchasing the voucher either through BSNL CSC or
other retail outlets.
121
BB COMBO Plans
Particular BB COMBO Plan for Home & Business Users with Limited
s Usage
BBG
BBG BBG BBG BBG Spee BBG
BBG BBG BBG
FN BBG FN BBG Com Com d Com
Nomenclat COM Comb Com
Com Combo Com Combo bo bo Com bo
ure BO o 650 bo
bo 599 bo 749 850 199 bo 350
299 * 1111
500 600 * 9 * 279 0 *
9@
Bandwidth Upto upto Upto upto upto Upto Upto Upto
256 256 256
(Download 2Mbp 512 2 1 2 2 8Mbp 2
kbps Kbps Kbps
Speed) s Kbps Mbps Mbps Mbps Mbps s Mbps
All All All All All All All All All All All
Applicability
Users Users Users Users Users Users Users Users Users Users Users
Monthly
Charges 299 500 599 600 650 749 850 1111 1999 2799 3500
(Rs)
Discounted
Annual 1111 1999 2799 3500
2990 5000 5990 6000 6500 7490 8500
Payment 0 0 0 0
Option (Rs)
Download/U
pload Limit 1.0 1.5 2.5 10 25 50 60
4 GB 3 GB 8 GB 15 GB
(MB/ GB) GB GB GB GB GB GB GB
per month
0.20 / 0.20 /
MB MB
Additional
(02:00 (02:00
Usage
Hrs to Hrs to
Charges/MB
08:00 08:00
beyond free 0.60 0.60 0.50 0.50 0.30 0.30 0.30 0.30 0.20
Hrs) & Hrs) &
download/u
0.50/ 0.50/
pload limit
MB for MB for
(Rs)
rest of rest of
time) time)
Night
Unlimited Differe Differe
No Yes Yes NO No No No No No
(0200-0800 ntial ntial
Hrs)
Free E-mail
IDs/Space 1/5 1/5 1/5 1/5 1/5 1/5 1/5 1/5
1/5 MB 1/5 MB 1/5 MB
(Per E-mail MB MB MB MB MB MB MB MB
ID)
122
Static IP
Address (On NA NA NA NA NA NA NA NA NA One One
Request)
One One One One One
One One
One One Mont Mont Mont Mont Mont
Security Month Month
NIL NIL Month Month h h h h h
Deposit charg charge
charges charges charg charg charg charg charg
es s
es es es es es
One One One One One
Minimum One One One One One One
Mont Mont Mont Mont Mont
Hire Period Month Month Month Month Month Month
h h h h h
Telephone
fixed
monthly NIL NIL NIL NIL NIL NIL NIL NIL Nil NIL NIL
charges in
Rs
Free
NIL 175 200 250 350 250 400 250 500 300 1000
Calls(MCU)
MCU
charges/ 1 1 1 1 1 1 1 1 1 1 1
pulse in Rs.
Commited
Not Not Not Not Not Not 12 12 12 12 12
Period for
Aplica Aplica applica Aplica Applica applica Mont Mont Mont Mont Mont
FREE
ble ble ble ble ble ble hs hs hs hs hs
MODEM**
Type of ADSL ADSL ADSL ADSL ADSL
NA NA NA NA NA NA
Modem$ Basic Basic WiFi WiFi WiFi
* New Regular Plans launched w.e.f. 18.03.2010.
**The modem shall be given FREE if the customer commits for the period as shown and
pays the necessary charges in advance. In that case, customer will then own the
modem and will not be required to return the modem after the end of the committed
period.
@ Introduced as a regular plan w.e.f. 14.05.2010
$ Customer eligible for ADSL Basic modem may be offered Other Modem Types on
payment of Half the price.
Customers eligible for ADSL WiFi modem may be offered ADSL Basic modem ( if they
choose so) without any extra cost.
Note:-
1. The revision in nomenclature/ bandwidth, additional Usage charges beyond free
download/upload, upgrading the bandwidth for Business Unlimited Plans, Free calls in
Combo Plans, Committed period for Free Modem, User segment, Free e-mail IDs for
Unlimited Business Plans are effective from 01-Apr-2010.
2. No additional Volume based discount as circulated vide letter no. 10-3/Comml./2009-
R&C dated 02.04.09 shall be applicable for all the plans.
3. The above rates are exclusive of Service Tax, which will be charged as per prevailing
tariff.
123
4. Security deposit for local/STD/ISD facility and installation charges as applicable shall
be taken from the customer.
124

A Study On Customer Satisfaction For BSNL Products and Services and Its Role in Building Brand Equity For The Company.

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“A STUDY ON CUSTOMER SATISFACTION FOR BSNL

PRODUCTS AND SERVICES AND ITS ROLE IN

Project Report submitted by

“RAVI PRAKASH LAHORIA”

In partial fulfillment of the requirements for the

Under the Supervision and Guidance of

is a bonafide record of work done by

Internal Guide Dean, School of Management

Submitted for Project Viva-voce examination held on _________

Internal Examiner External Examiner

First of all I am thankful to BHARAT SANCHAR NIGAM

I express my gratitude to Mr. S.Vaidhiyasubramaniyam, Dean,

I express my heartfelt thanks to Dr.P.Vaijayanthi, Professor,

I am grateful to Shri.J.Santhanakrishnan, Deputy General

Finally I thank all other Staffs of School of Management, Staffs of

The Telecom industry is one of the leading and fastest growing in

This research study is useful for BSNL to understand the

This research was conducted from May 2006- June 2006.

The researcher has done an internship project at BSNL, Chennai

The samples of 250 respondents from among the universe of

The researcher strongly believes that this study would be helpful to

S.NO. CONTENTS PAGE

2.1 COMPANY PROFILE

3.0 CONCEPTUAL REVIEW 24

4.0 ANALYSIS AND 28

5.0 FINDINGS AND SUGGESTIONS 66

1. Location of the Customers.

S.NO. CONTENTS PAGE NO.

1. Location of the Customers. 29

A study has been conducted in order to understand the Customers

1.2 Importance of the Study

 To ascertain the Customers Satisfaction level for Mobile

 To analyze the Customer opinion and satisfaction with

 To suggest some guidelines to BSNL in order to provide

 To determine the status of brand awareness and brand loyalty

 To learn about the brand attributes and their preferences in

1.4 Scope of the Study

 This research study is useful for BSNL to understand the

 The respondents from Coimbatore, Pollachi and Tirupur

 The brand equity was measured in terms of brand attribute

Primary data have been collected

Convenient Sampling method has been adopted

 The researcher has chosen 145 from Coimbatore, 56 from

 The researcher had prepared a Questionnaire both open and

Limitations of the Study:

 Time was not sufficient to conduct detailed study.

 study had been conducted only in a few areas of TamilNadu

Chapter I deal with the Introduction of the project work, which

Chapter II deals with the Industry and Company Profile.

Chapter III deals with the Conceptual review.

Chapter IV deals with the Analysis and Interpretation.

Chapter V deals with the Findings and Suggestions.

Chapter VI deals with the Conclusion.

Chapter VII deals with the Bibliography.

Chapter VIII deals with the Annexure.

2.1 COMPANY PROFILE

With latest digital switching technology like OCB,EWSD,AXE-

Its responsibilities include improvement of the already

BSNL has managed to shoulder these responsibilities

 The telephone infrastructure alone is worth about Rs.

 To be a Lead Telecom Services Provider.

i. National Plan Target of 250 million subscriber base for