A

SUMMER TRAINING PROJECT REPORT

ON

COMPARISON OF BSNL SERVICE WITH ITS COMPETITIORS

BSNL

Connecting India

AT BHARAT SANCHAR NIGAM LIMITED

PRATAPGARH

(As partial fulfillment for the award of MBA degree under U.P. Technical

University Lucknow) Batch : 2008-10

Under the Guidance of:

Mr.D.R.Mishra
SDE(T)
BSNL, Pratapgarh

Submitted To: Submitted By:

Director Ajay
Kumar Tripathi RBMI Greater
noida MBA –IIIrd semester
R.No.-
0821170005

1|Page
 RAKSHPAL BAHADUR MANAGEMENT INSTITUTE,
GREATER NOIDA

ACKNOWLEDGEMENT

2|Page
 ACKNOWLEDGEMENT

Concentration, dedication and application are necessary but not sufficient to

achieve any goal. Therefore, it is our pleasant duty to offer our service of

acknowledgement to those honorable personalities of the department who

helped me to follow the path to success for the completion of this project.

It was indeed an opportunity for me to be a part of BHARAT SANCHAR

NIGAM LTD, Pratapgarh for my summer training, as a partial fulfillment of

two-year degree course of Master of Business Administration.

It was an insightful experience where I was given an exposure in the field of

Marketing. It was during this training that I was able to apply my theoretical

knowledge into practical one.

It is a great pleasure to extent my heartful thanks to Mr. G.L.Gupta (T.D.M) –

PBH for giving me an opportunity to learn the applicability of Marketing

mngt.Theories.

I would also like to express my deepest gratitude to Mr. D.R.Mishra(S.D.E.),

who had played a key role of Coach, Guide and Counselor

throughout my project work and helped me whenever I was in

trouble in my given task. I also pay my thanks to all of them for their whole-

hearted cooperation irrespective of their busy schedule.

I would like to express my special gratitude to various employees of all

department, my friends and my seniors, who are always a source of inspiration for

me and played an important role in making my summer training a memorable one.

AJAY KUMAR TRIPATHI

3|Page
 R.No.-

0821170005

DECLARATION

I, AJAY KUMAR TRIPATHI under signed hereby declare

that the research report “COMPARISON OF BSNL

SERVICES WITH ITS COMPETITORS” compiled and

submitted under the valuable guidance of MR. RAVI

KARAN SINGH is my original work. The empirical

finding in this reports are based on the survey conducted

and annual reports of the company.

AJAY KUMAR TRIPATHI

R.No.-0821170005

MBA III-SEM

4|Page
 PREFACE

Practical and Theory are the two aspects of Management education. The

practical training in the domain of management courses has received vital

importance. It exposes to the potential manager towards the actual work

situation and gives a student rich insight into what practically is going on

inside the industries, infect it is the implementation of theory into practices

which is the life force of management.

Two months practical training is an obligatory requirement for the M.B.A. It

was of great advantage to receive practical training in BHARAT SANCHAR

NIGAM LIMITED ,PRATAPGARH. The management of the company offered

an excellent learning situation.

There have been considerable changes in the technology, operation and

structure of the industry due to globalization, environmental issues and

available fiber sources, and new challenges being posed by the changing

customer satisfaction levels and multiple market requirements are forcing

industry to adapt to new solutions.

I was assigned special Project: -

5|Page
COMPARATIVE STUDY OF BSNL SERVICES WITH ITs COMPETITOR

TABLE OF CONTENTS
 INTRODUCTION………………………………………….. 07---09

 OBJECTIVES OF STUDY…………………………………… 10---11

 COMPANY PROFILE…………………………………………. 12---58

 GOVERNMENT LANDLINE PHONE PROVIDER

• BSNL……………………………………………… 14---37

 PRIVATE LANDLINE PHONE PROVIDER

o TATA INDICOME……………………. 39---46

o RELIANCE INFOCOM……………… 47---58

 RESEARCH METHODOLOGY

 RESEARCH DESIGN…………………………………… 63---64

 SAMPLING DESIGN ………………………………….. 65---

 DATA COLLECTION…………………………………….. 67---69

 DATA REPRESENTATION……………………………. 73---85

 DATA ANALYSIS………………………………………….

 FINDINGS & LIMITATION…………………………… 71-72

 CONCLUSIONS AND RECOMMENDATIONS

 ANNEXURE

6|Page
  BIBLIOGRAPHY

INTRODUCTION

The telecommunications system in India was thrown open to private players in

the 1990s. The country is divided into multiple zones, called circles (roughly along

state boundaries) and the four largest cities (Delhi, Mumbai, Kolkata and Chennai) are

circles in their own right. The government owned BSNL runs local, mobile and long

distance telephone services all over the country (except in the Delhi and Mumbai

circles). Several private companies give competition to BSNL/MTNL in different

circles.

Landlines: Landline service in India is primarily run by BSNL (MTNL in Delhi and

Mumbai). There are other companies too, such as Tata Teleservices and which do not

have a pan-Indian presence. over the country, but have star Reliance Infocomm has

licences to provide services all ted off only with CDMA mobile and fixed mobile

services (where the phone is not wired to the exchange, but is used like a fixed line at

home or office).

Landlines are now facing competition from mobile telephones (GSM and

CDMA based). Mobile phone connections are readily available from private

companies for relatively low prices. The competition has forced the government

owned monopoly BSNL (MTNL in Delhi and Mumbai) to become more efficient.

7|Page
The landline network quality has improved and landline connections are now usually

available on demand, even in high density urban areas. In addition to the government

monopoly, there are several private landline telephone companies, notably Reliance

and Tata Teleservices and Bharti (which runs the landline company Touchtel

and the mobile company Airtel).

Long distance service is now more comprehensive and cheaper, carried primarily on

fiber optic cable. There are several private long distance companies, the government

owned BSNL continues to use its monopoly against them. However, the competition

has caused prices to drop and calls across India are now comparable in price to calls

across the continental United States

Government landline provider:

Most of the people in the country are using the landline telephones which is

mainly provided by the government company. BSNL is the largest telecom operator

in India and is known to everybody for Basic Telephony Services for over 100

years. Presently the Plain old, Countrywide telephone service is being provided

through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),

Digitalized Public Switched Telephone Network (PSTN) all interlinked by over 2.4

lakh km of Optical Fiber Cable, with a host of Phone Plus value additions to our

valued Customers. BSNL's telephony network expands throughout the vast expanses

of the country reaching to the remotest part of the country.

8|Page
Private landline provider:

1.Reliance Infocomm : Reliance Infocomm network is a pan India, high capacity,

integrated (wireless and wireline) and convergent (voice, data and video) digital

network, designed to offer services that span the entire Infocomm value chain -

infrastructure, services for enterprises and individuals, applications and consulting.

The network is designed to deliver services that will foster a new way of life for a

New India.

2. Tata Teleservices : Tata Teleservices is part of the INR 54,000/- crore (US$11.2

billion) Tata Group, that has over 90 companies, over 210,000 employees and more

than 2.16 million shareholders. With an investment of over INR 9,000 crore (US$ 2

billion) in Telecom, the Group has a formidable presence across the telecom value

chain. The Tata Group plans an additional investment of around INR 9000/- crore

(US$ 2 billion) in this sector in the next two years.Tata Teleservices spearheads the

Group's presence in the telecom sector. Incorporated in 1996, Tata Teleservices was

the first to launch CDMA mobile services in India with the Andhra Pradesh circle.

According to the study of this field, I can say that consumers are very keen to observe

the every opportunity provided by the various players in the field of landline

telephones. Consumers showed the very effective attitude towards my study.

9|Page
 OBJECTIVE OF STUDY

10 | P a g e
 OBJECTIVE OF STUDY

• To know about the pre-purchase behavior of consumer under the following

points:

a. Income effect on their consumption.

b. Source of information.

c. Occupational effect.

d. Purpose of purchasing landline phone.

• To know about the factor which influence the customer at a time purchasing a

landline phone.

• To study the comparative market of various company.

• To know the satisfaction level of consumer.

11 | P a g e
 COMPANY PROFILE

12 | P a g e
 COMPANY PROFILE

GOVERNMENT COMPANY.

o BSNL.

PRIVATE COMPANY.

o TATA INDICOM.

o RELIANCE INFOCOM.

13 | P a g e
 BSNL

GOVERNMENT LANDLINE PROVIDER

14 | P a g e
 INTRODUCTION

VISION

To become the largest telecom Service Provider in Asia.

MISSION

To provide world class State-of-art technology telecom services to its customers on

demand at competitive prices.

To Provide world class telecom infrastructure in its area of operation and to

contribute to the growth of the country's economy.

OBJECTIVES

• To be the Lead Telecom Services Provider.

• To provide quality and reliable fixed telecom service to our customer and there

by increase customer's confidence.

• To provide mobile telephone service of high quality and become no. 1 GSM

operator in its area of operation.

• To provide point of interconnection to other service provider as per their

requirement promptly.

• To facilitate R & D activity in the country.

• Contribute towards:

i. National Plan Target of 500 million subscriber base for 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.

15 | P a g e
Implementation of Triple play as a regular commercial proposition.

16 | P a g e
BSNL is the largest telecom operator in India and is known to everybody for Basic

Telephony Services for over 100 years. Presently the Plain old, Countrywide

telephone service is being provided through 32,000 electronic exchanges, 326 Digital

Trunk Automatic Exchanges(TAX), Digitalized Public Switched Telephone Network

(PSTN) all inter linked by over 2.4 lakh km of Optical Fiber Cable, with a host of

Phone Plus value additions to our valued Customers. BSNL' stelephony network

expands throughout the vast expanses of the country reaching to there motets part of

the country.

On October 1, 2000 the Department of Telecom Operations, Government of

India became a corporation and was christened Bharat Sanchar Nigam

Limited(BSNL). Today, BSNL is the No. 1 Telecommunications Company and the

largest Public Sector Undertaking of India with authorized share capital of $ 3600

million and net worth of $ 13.85 billion. It has a network of over 45 million lines

covering 5000 towns with over 35 million telephone connections.

With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc.

and widespread transmission network including SDH system 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

17 | P a g e
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 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.

The telephone infrastructure alone is worth about Rs. 1,00,000 crore(US $ 21.2

billion). Turnover of Rs. 25,000 crore ( US $ 5.2 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.

18 | P a g e
 Hierarchy Table

19 | P a g e
Bharat Sanchar Nigam Limited

BSNL

Type Communication Service Provider

Availability Countrywide except Delhi & Mumbai
Revenue US$ 9.04 billion (2006)
Owner The Government of India
S.D. Saxena (CFO);
Key people
Kuldeep Goyal(CMD)
Founded 19th century, incorporated 2000
Website www.bsnl.co.in
Bharat Sanchar Nigam Limited (known as BSNL) is a public sector

communications company in India. It is the largest telecommunication company in

India and the sixth largest in the world. Its headquarters are at Bharat Sanchar

Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It has the status of Mini-

ratana - a status assigned to reputed Public Sector companies in India.

BSNL is India's oldest and largest Communication Service Provider (CSP). Currently

BSNL has a customer base of 65.3 million (Basic & Mobile telephony). It has

footprints throughout India except for the metropolitan cities of Mumbai and New

Delhi which are managed by MTNL. As on July 31, 2007 BSNL commanded a

customer base of 32.7 million Wireline, 3.7 million CDMA-WLL and 28.9 million

GSM Mobile subscribers. BSNL's earnings for the Financial Year ending March 31,

2007 stood at INR 397.15b (US$ 9.67 b) with net profit of INR 78.06b (US$ 1.90

billion). Today, BSNL is India's largest Telco and one of the largest Public Sector

Undertaking of the country with authorized share capital of US$ 4.26 billion (INR

17,500 Crores) and assets of US$ 14.74 billion.

20 | P a g e
 History

The foundation of Telecom Network in India was laid by the British sometime

in 19th century. The history of BSNL is linked with the beginning of Telecom in

India. In 19th century and for almost entire 20th century, the Telecom in India was

operated as a Government of India wing. Earlier it was part of erstwhile Post &

Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was

separated from P&T. DoT was responsible for running of Telecom services in entire

country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved

out of DoT to run the telecom services of Delhi and Mumbai. It is a well known fact

that BSNL was carved out of Department of Telecom to provide level playing field to

private telecoms. Subsequently in 1990s the telecom sector was opened up by the

Government for Private investment, therefore it became necessary to separate the

Government's policy wing from Operations wing. The Government of India

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.

Main Services being provided by BSNL

BSNL fixed services

21 | P a g e
BSNL provides almost every telecom service, however following are the main

Telecom Services being provided by BSNL in India:-

1. 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 March 31, 2009 (end of financial year) BSNL

had 76% share of fixed and WLL phones.

BSNL Mobile

Pre-paid Mobile

2. Cellular Mobile Telephone Services: BSNL is major provider of Cellular

Mobile Telephone services using GSM platform under brandname Cellone. Pre-

paid Cellular services of BSNL are know as Excel. As on March 31, 2009 BSNL

had 22% share of mobile telephony in the country.

BSNL Broadband

3. Internet: BSNL is providing internet as dial-up connection (Sancharnet) and

ADSL-Broadband Dataone. BSNL has around 50% marketshare in broadband in

India. BSNL has planned aggressive rollout in broadband for current financial

22 | P a g e
 year.

4. Intelligent Network (IN):

BSNL is providing IN services like tele-voting, toll free calling, premium

calling etc.

BSNL Units

BSNL is divided into a number of administrative units, termed as telecom

circles, metro districts, project circles and specialized units, as mentioned below:-

Telecom Circles:

Telecom Circles & Metro districts are responsible for providing service to the

customers. There are 24 Telecom Circles and 2 Metro districts.

1. Andaman & Nicobar Telecom Circle

2. Andhra Pradesh Telecom Circle

3. Assam Telecom Circle

4. Bihar Telecom Circle

5. Chhatisgarh Telecom Circle

6. Gujarat Telecom Circle

7. Haryana Telecom Circle

8. Himachal Pradesh Telecom Circle

9. Jammu & Kashmir Telecom Circle

10. Jharkhand Telecom Circle

11. Karnataka Telecom Circle

12. Kerala Telecom Circle

23 | P a g e
 13. Madhya Pradesh Telecom Circle

14. Maharashtra Telecom Circle

15. North East-I Telecom Circle for Meghalaya, Mizoram and Tripura

16. North East-II Telecom Circle for Arunachal Pradesh, Manipur and

Nagaland.

17. Orissa Telecom Circle

18. Punjab Telecom Circle

19. Rajasthan Telecom Circle

20. Tamil Nadu Telecom Circle

21. Uttar Pradesh (East) Telecom Circle

22. Uttar Pradesh (West) Telecom Circle

23. Uttranchal Telecom Circle

24. West Bengal Telecom Circle

Metro Districts

1. Kolkata Telecom District

2. Chennai Telecom District

Project Circles

24 | P a g e
1. Eastern Telecom Project Circle

2. Western Telecom Project Circle

3. Northern Telecom Project Circle

4. Southern Telecom Project Circle

5. IT Project Circle, Pune

Maintenance Regions

1. Eastern Telecom Maintenance Region

2. Western Telecom Maintenance Region

3. Northern Telecom Maintenance Region

4. Southern Telecom Maintenance Region

Specialized Telecom Units

1. Data Networks

2. National Centre For Electronic Switching

3. Technical & Development Circle

4. Quality Assurance

Manufacturing Units

1. Telecom Factory, Mumbai

2. Telecom Factory, Jabalpur

3. Telecom Factory, Richhai

4. Telecom Factory, Kolkata

Training Institutions

25 | P a g e
1. Advanced Level Telecom Training Centre(ALTTC)

2. Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training

3. National Academy of Telecom Finance and Management

Other Units

1. Telecom Stores

2. Telecom Electrical Wing

3. Telecom Civil Wing

BSNL Present & Future

Since its corporatisation in October 2000, BSNL has been actively providing

connections in both Urban and Rural areas and the efficiency of 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 (DataOne) targeted at homes and small

businesses. At present BSNL enjoys around 45% of market share of ISP services.

Year of Broadband 2007

2007 has been declared as "Year of Broadband" in India and BSNL is in the process

of providing 5 million Broadband connectivity by the end of 2007. BSNL has

26 | P a g e
upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s

without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL at

a cost of just US$ 5.5 per month. Further, BSNL is rolling out new Broadband

services as Triple play (telecommunications).

BSNL is planning to increase its customer base to 108 million customers by 2010.

With the frantic activity in the communication sector in India, the target appears

achievable, however due to intense competition in Indian Telecom sector in recent

past BSNL's growth has slowed down.

BSNL is pioneer of Rural Telephony in India. BSNL has recently bagged 80% of US$

580 m (INR 2,500 crores) Rural Telephony project of Government of India.

27 | P a g e
 Challenges

During Financial Year 2006-2007 (From April 01, 2006 to March 31, 2007)

BSNL has added 9.6 million new customers in various telephone services taking its

customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at

a customer base of 39 million. However, despite impressive growth shown by BSNL

in recent times, the Fixed line customer base of BSNL is declining. In order to woo

back its fixed-line customers BSNL has brought down long distance calling rate under

OneIndia plan, however, the success of the scheme is not known. However, BSNL

faces bleak fiscal 2006-2007 as users flee, which has been accepted by the CMD

BSNL.

Presently there is an intense competition in Indian Telecom sector and various Telcos

are rolling out attractive schemes and are providing good customer services.

However, BSNL being legacy operator and its conversion from a Government

Department, earns lot of criticism for its poor customer service. Although in recent

past there have been tremendous improvement in working of BSNL but still it is much

below the Industry's Expectations. A large aging (average age 49 years(appx))

workforce (300,000 strong), which is mostly semi-illetrate or illeterate is the main

reason for the poor customer service. Further, the Top management of BSNL is still

working in BSNL on deputation basis holding Government employee status thus

having little commitment to the organisation. Although in coming years the retirement

profile of the workforce is very fast and around 25% of existing workforce will retire

28 | P a g e
by 2010, however, still the workforce will be quite large by the industry standards.

Quality of the workforce will also remain an issue.

Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for

provide service in non-lucarative areas especially rural areas) has been slashed by

37% by TRAI, w.e.f. April 01, 2007. The reduction in ADC may hit the bottom-line

of BSNL.

29 | P a g e
 Finance

Bharat Sanchar Nigam Limited, the largest Public Sector Undertaking of the

Nation, is certainly on a financial ground that's sound.

The Company has a net worth of Rs. 84,948 crores (US$ 19.49 billion),

authorized equity capital of Rs. 10,000 crores (US $ 2.29 billion), Paid up Equity

Share Capital of Rs. 5,000 crores (US $ 1.15 billion) and Revenues is Rs. 39,715

crores (US $ 9.11 billion) in 2006-07.

(Note: INR 1 = USD 0.022941 as on 31-03-2007)

30 | P a g e
Gross Investment in Fixed Assets

The BSNL is making substantial investment year to year for its network expansion

and modernization. During the current financial year BSNL has made the gross

investment of Rs. 8153 crore ( US $ 1.87 billion) in Fixed Assets. These investments

have been financed by the internal accruals.

31 | P a g e
32 | P a g e
Dear Customers,

I have taken over as CMD BSNL on 1st of August, 2007. On assuming my new

assignment, I would like to reiterate our commitment to provide services to the

satisfaction of our esteemed customers. BSNL is a total telecom solutions provider,

offering landline, fixed wireless, mobile and internet services all over the country

except for metro cities of Delhi and Mumbai. BSNL's broadband services are also

presently available in 1077 cities .

As you are aware of, Year 2007 has been declared as "Year of Broadband". We plan

to extend broadband coverage to 1500 cities/towns and 20000 villages during the

current year. The existing broadband capacity of 1 million ports is planned to be

augmented by 5 million ports. BSNL.s thrust is to extend broadband connectivity to

rural areas. An ambitious project is being taken up to deploy 1.8 million ports for

providing broadband connectivity to rural areas through wireline as well as wireless

techniques. Multiplay services over broadband connections have already been

launched in cities like Pune, Bangalore and Kolkatta and we plan to roll out these

services in a number of important cities progressively. Through a single connection,

the customers will have the freedom to talk, surf internet and watch cable TV or video

simultaneously. Facilities like online gaming etc. are also available over broadband.

33 | P a g e
BSNL has planned to expand its fixed wireless (WLL) network to provide telephone

connections on demand. Expansion of WLL network would also help faster rollout of

services in rural areas. We also have an ambitious plan to expand the mobile network

with special emphasis to serve rural populace. Of late there was a capacity constraint

in our mobile network but the constraint would be overcome shortly and we will roll

out additional capacity aggressively.

BSNL is also providing host of IVRS and SMS based value added services on

wireline and wireless connections such as cricket score, opinion polls, poll results,

jokes, astrology, information services, contests, games, chat, ringtones, logos, wall

papers etc. BSNL has also introduced Location Based Services for GSM customers.

Customers can avail of these services at affordable rates. It has been our endeavor to

keep our tariff structure most affordable and transparent.

BSNL has formulated new schemes to provide free Centrex facility to Corporate

Customers/Commercially Important Customers/Multi-storey complexes/Residential

Housing Societies etc. where customers do not have to pay for the cost of the

equipment. Details of these schemes are available on our website.

BSNL is striving hard to provide quality service to its valued customers. In this

endeavor our executives at customer service centers are being empowered to facilitate

Single Window Service at the counter itself where most of the routine business can

be transacted without hassles of going to different places. We have also launched

Customer Care Portal to accept online registration of customers. request for various

services and lodging complaints. The Portal has already been launched in A.P,

Rajasthan, Kerala, Karnataka and Punjab Circles. In remaining Circles, portal will be

launched progressively by Dec, 2007

34 | P a g e
I thank our all esteemed customers for the faith reposed in our services. We reaffirm

our commitment to empower our customers with world class state-of-the art services

at affordable rates. We look forward to your continued patronage with us.

(Kuldeep Goyal)

35 | P a g e
 PHONE PLUS SERVICES

Gone are the days when basic telephones was used only to make and receive calls.

With the aid of state-of-the-art digital exchanges, BSNL offers you a host of phone

plus services, converting your old basic telephones to a sophisticated tool which can

be used for a variety of applications.

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 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. 500/- per month only. Subsequently, other services such as VPN,

Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will

be added.

36 | P a g e
 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

Internet Telephony service is also started under the brand name , using

this you can make calls to a person in UK, USA, Canada and many more countries

for as cheap as Rs. 4.50/- per minute only. BSNL also offers Web hosting and co-

location services at very cheap rates.

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.

I-Net

India’s x.25 based packet Switched Public Data Network is operational in104 cities of

the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame

37 | P a g e
relay services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various application

on point to point basis. It offers a choice of high, medium and low speed leased data

circuits as well as dial-up lines. Bandwidth is available on demand in most cities.

Managed Leased Line Network (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

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.

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

38 | P a g e
conventional wires for all or part of the connection between the subscribers and the

telephone exchange.

Telephone

Basic Telephone (Bfone)

as on
Total Number of connections 3,31,49,457
10.07.2008
WLL (Tarang)
as on
Total Number of connections 35,99,544
10.07.2008
Village Public Telephones
as on
Total Number of Telephones 5,53,484
10.07.2008
Public Telephones (Local, STD and Highway)
as on
Total Number of Public Telephones 20,82,824
10.07.2008
STD Stations
as on
Number of STD Stations 32,011
10.05.2008
Transmission Systems as on 10.07.2007
Transmission Systems
Digital

(Route kms) (Route kms)

Coaxial 6,024
Microwave 50,199
UHF 45,130
Optical Fiber 5,17,354
Satellite Based Services (as on 10.07.2008)
MCPC-VSATs 113
IDR Systems (2 Mb/ 8 Mb) 99/24

39 | P a g e
 PRIVATE LANDLINE PROVIDER

• TATA INDICOM.

• RELIANCE INFOCOM.

40 | P a g e
 TATA INDICOM

PRIVATE LANDLINE PROVIDER

41 | P a g e
 INTRODUCTION

Tata Teleservices is part of the INR 64,350 Crore (US$14.3 billion) Tata Group, that

has over 90 companies, over 210,000 employees and more than 2.16 million

shareholders. With an investment of over INR 9,000 Crore (US$ 2 billion) in

Telecom, the Group has a formidable presence across the telecom value chain. The

Tata Group plans an additional investment of around INR 9000/- Crore (US$ 2

billion) in this sector in the next two years.

Tata Teleservices spearheads the Group's presence in the telecom sector. Incorporated

in 1996, Tata Teleservices was the first to launch CDMA mobile services in India

with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India) Limited [now

renamed Tata Teleservices (Maharashtra) Limited] in December 2002, the company

has swung into expansion mode. Tata Teleservices operates in 20 circles i.e. Andhra

Pradesh, Chennai, Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu,

Orissa, Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E),

Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West Bengal. The company

has a customer base of over 3 million. The investment in the company as of March

2004 totals INR 5995 Crore (US$ 1200 million).

The company, which heralded convergence technologies in the Indian telecom sector,

is today the market leader in the fixed wireless telephony market with a customer base

of 1.8 million.

42 | P a g e
Tata Teleservices has recently, marked its entry into the Prepaid segment by

launching 100 % Sacchai True Paid, across all its existing 20 circles. With the latest

initiative, Tata Indicom has opened up new frontiers for the Indian prepaid customers

by offering 1-second pulse and 100 % talk time on True Paid.

Today, the company serves more than 3 million customers in over 824 towns. With

an ambitious rollout plan both within existing circles and across new circles, Tata

Teleservices will offer world-class technology and user-friendly services to over 1000

cities in 20 circles by March 2005.

43 | P a g e
 TATA INDICOM PHONE

Tata Indicom offers you almost instant phone connections. Get yourself the Tata

Indicom Landline Services based on the state of the art Optical Fiber Cable-based

backbone.

Superior Voice Clarity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

If you take a wireline connection, your telephone is connected to the Tata Indicom

exchange by a combination of high technology fiber-optic cables and copper

cables. Global standard today, fiber-optic cables enable our network to handle

higher capacities of load as compared to ordinary cables and at much higher

transmission speeds. This gives you trouble-free and faster connectivity.

44 | P a g e
Phone Connection

1.For Your home

Tata Indicom offers you almost instant phone connections. Get yourself the Tata

Indicom Landline Services based on the state of the art Optical Fiber Cable-based

backbone.

Tata Indicome Phone Connection Advantage:

Superior Voice Clearity

Instant and hassle-free connection

Accurate billing

Secure and tamper-proof lines

Responsive and friendly services

24*7 friendly customer service

cables and copper cables. A global standard today, fiber-optic cables enable our

network to handle higher capacities of load as compared to ordinary cables and at

much higher transmission speeds. This gives you trouble-free and faster connectivity.

If you take a wireline connection, your telephone is connected to the Tata Indicom

exchange by a combination of high technology Fiber-optic

45 | P a g e
2.For Small Medium Business

Get a phone connection almost instantly. Get Tata Indicom Land Line connection

based on the state of the art Optical Fiber Cable-based backbone. Enjoy greater voice

clarity and say goodbye to excessive billing.

Wire-line telephones are connected to the Tata Indicom exchange by a combination

of high technology fiber-optic cables and copper cables. A global standard today,

fiber-optic cables enable our network to handle higher capacities of load as compared

to ordinary cables, and at much higher transmission speeds. This gives you trouble-

free and faster connectivity.

3.For Enterprises

Tata Indicom offers you almost instant phone connections. Get Tata Indicom Landline

Phone services based on the state of the art Optical Fiber Cable-based backbone.

Enjoy greater voice clarity and say goodbye to excessive billing.

If you take a wire-line connection, your telephone is connected to the Tata Indicom

exchange by a combination of high technology fiber-optic and copper cables. A

global standard today, fiber-optic cables enable our network to handle higher

capacities of load as compared to ordinary cables and at much higher transmission

speeds. This gives you trouble-free and faster connectivity

46 | P a g e
 PRODUCTS AND SERVICES

Tata Indicom offers a complete range of affordable telecom solutions for your home

and business needs. Be it Tata Indicom mobile, Smart Wireless Service, Public Phone

booths, Broadband services or Centrex, we are present in every sphere of the

telecommunications market, endeavoring to make your life comfortable and hassle

free.

We have a wide-range of product and service offerings to meet every need of yours:

Voice

Tata Indicom Mobile

Tata Indicom Push-To-Talk Service

Tata Indicom Walky

Tata Indicom Fixed Wire Phone Connection

Tata Indicom ISDN Services

Tata Indicom Centrex

Tata Indicom E1 Links

Tata Indicom Basic/Primary Rate ISDN

Tata Indicom Managed Leased Lines

Tata Indicom Direct Inward Dialling (DID)

Tata Indicom Public Phone Booth

Tata Indicom Voice Reminder Services

Data

47 | P a g e
Tata Indicom Shared and Dedicated Internet Bandwidth

Tata Indicom Virtual Private Networks (VPN)

Tata Indicom Hosting Services

Tata Indicom Internet Access Solutions

Tata Indicom ADSL & DSL

Internet

Tata Indicom Post-Paid Internet connection

Tata Indicom Broadband Internet Services

Tata Indicom Corporate Dial Up

Tata Indicom Corporate Internet ISDN

Tata Indicom Internet Private Leased Circuits(IPLC)

Tata Indicom Internet leased lines (ILL)

Tata Indicom Managed Data Network Services (MDNS)

Tata Indicom INMARSAT

Tata Indicom TV Uplink

Tata Indicom Internet Data Centers

Tata Indicom NLD leased line

Tata Indicom Conference Services

Tata Indicom Conference Call Service

Tata Indicom Web Conference Service

48 | P a g e
 RELIANCE INFOCOM

PRIVATE LANDLINE PROVIDER

49 | P a g e
 INTRODUCTION

Reliance Infocomm is the outcome of the late visionary Dhirubhai Ambani's (1932-

2002) dream to herald a digital revolution in India by bringing affordable means of

information and communication to the doorsteps of India's vast population.

"Make the tools of infocomm available to people at an affordable cost, they will

overcome the handicaps of illiteracy and lack of mobility", Dhirubhai Ambani charted

out the mission for Reliance Infocomm in late 1999. He saw in the potential of

information and communication technology a once-in-a-lifetime opportunity for India

to leapfrog over its historical legacy of backwardness and underdevelopment.

Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm built the

backbone for a digital India - 60,000 kilometers of fiber optic backbone, crisscrossing

the entire country. The Reliance Infocomm pan-India network was commissioned on

December 28, 2002, the 70th - birth anniversary of Dhirubhai. This day also marked

his first birth anniversary after his demise July - 6, 2002.

Reliance Infocomm network is a pan India, high capacity, integrated (wireless and

wire line) and convergent (voice, data and video) digital network, designed to offer

services that span the entire Infocomm value chain - infrastructure, services for

enterprises and individuals, applications and consulting. The network is designed to

deliver services that will foster a new way of life for a New India.

50 | P a g e
 DHIRUBHAI'S DREAM

Late Dhirubhai Ambani built Reliance from scratch to be in the reckoning for a place

in the Global Fortune 500 list. This achievement is even more significant due to the

fact, that the entire growth was achieved in an organic manner and in a span of just 25

years.

The corporate philosophy he followed was short simple and succinct - "Think big.

Think differently. Think fast. Think ahead. Aim for the best". He inspired the

Reliance team to do better than the best - not only in India but also in the world.

Dhirubhai Ambani, Founder Chairman of the Reliance Group, had an acute sense that

education alone empowers people. He was a great communicator. He communicated

to inspire, to guide, to educate and to motivate.

power of information and communications. He would often say: "make the tools of

infocomm available to people at an affordable cost, they will overcome the handicaps

of illiteracy and lack of mobility".

He wanted a telephone call to be cheaper than a post card. This, he believed, would

transform every home, empower every Indian, remove the roadblocks to opportunity

and demolish the barriers that divide our society.

Dhirubhai Ambani was of the conviction that infocomm would energies enterprises,

galvanize governance, make livelihood an enjoyment, learning an experience, and

living an excitement.

51 | P a g e
Reliance Infocomm is a fascinating outcome of this powerful conviction. It is a major

initiative to translate his inspiring dream into reality

Vision

"We will leverage our strengths in executing complex global-scale projects to make

leading edge information and communication services affordable by all individual

consumers and businesses in India. We will offer unparalleled value to create

customer delight and enhance business productivity. We will also generate value for

our capabilities beyond Indian borders while enabling millions of India's knowledge

workers to deliver their services globally".

Business

Reliance Infocomm will offer a complete range of telecom services, covering mobile

and fixed line telephony including broadband, national and international long distance

services, data services and a wide range of value added services and applications that

will enhance productivity of enterprises and individuals.

Reliance India Mobile, the first of Infocomm's initiatives was launched on December

28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H.

Ambani.

This marks the beginning of Reliance's dream of ushering in a digital revolution in

India by becoming a major catalyst in improving quality of life and changing the face

of India. It aims to achieve this by putting the power of information and

52 | P a g e
communication in the hands of the people of India at affordable costs.

Reliance Infocomm will extend its efforts beyond the traditional value chain to

develop and deploy telecom solutions for India's farmers, businesses, hospitals,

government and public sector organizations.

Reliance Group

The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is India's largest

business house with total revenues of over Rs 99,000 crore (US$ 22.6 billion), cash

profit of Rs 12,500 crore (US$ 2.8 billion), net profit of Rs 6,200 crore (US$ 1.4

billion) and exports of Rs 15,900 crore (US$ 3.6 billion).

The Group's activities span exploration and production (E&P) of oil and gas, refining

and marketing, petrochemicals (polyester, polymers, and intermediates), textiles,

financial services and insurance, power, telecom and infocom initiatives. The Group

exports its products to more than 100 countries the world over. Reliance emerged as

India's Most Admired Business House, for the third successive year in a TNS Mode

survey for 2003.

Reliance Group revenue is equivalent to about 3.5% of India's GDP. The Group

contributes nearly 10% of the country's indirect tax revenues and over 6% of India's

exports. Reliance is trusted by an investor family of over 3.1 million - India's largest.

53 | P a g e
 RELIANCE INDIA PHONE
1.Fixed Line Phone (FLP)

Telephone gets a new dimension when experienced on the Fixed Line Phone (FLP).

This has been made possible through 'Intelligent FSK' signaling, a first time in India,

that makes a host of intelligent features possible on our fixed line phones.

Moreover the single touch intelligent menu driven interface lets you use all the

Reliance FLP features without having to remember the feature activation codes.

What's available as a result is 'NextGen Phone with unique features'

Benefits

1..Zero Effective Rentals:

2.Feature Packed Service at No Extra Cost:

3.Competitive Call Rates:

4.Enhanced convenience:

Fixed Line Phone (FLP) - Features

NextGen Caller ID

Speaker Phone

3-way Conferencing

Delayed Hotline

Call Forwarding

Call Transfer

Direct Internet Access

Alarm Call

54 | P a g e
 2.Fixed Wireless Phone (FWP)

1.No Wires Attached

2.Wireless Internet (R Connect)

3.Mobile Phone's Features

4.Zero effective Rentals

Fixed Wireless Terminal (FWT)

1.Great Savings

2.Zero Effective Rentals

3.Parallel Connection Facility

4.No Wires Attached

FWT – Features

Connect to standard telephone/cordless

Connect to PBX

Connect to PC Internet access

Parallel connection facility

Secure tap proof connection

3 way call conference

Speed dialing

Voice mail Facility

Hotline

Call wait / call hold

Call divert

Alarm

55 | P a g e
 4.ISDN BRI

ISDN BRI is a hi-tech yet hassle free digital telephony service. It empowers you with

communication solutions encompassing voice, data and Internet over a single line at

speeds up to 128 Kbps. You can choose to either have one data channel of 128 Kbps,

or have two seperate channels of 64 Kbps each for voice and data.

BENEFITS

1.One line, two channels

2.Quick call set up, High speeds

3.Speeds up to 128 Kbps

4.Digital security

5.Smart Office

Your office can now get the digital PBX functionality without having to invest in and

maintain any equipment. Introducing the Reliance Smart Office - a Business-class

Centrex - which offers carrier grade reliability and scalability coupled with the

benefits of outsourcing.

Benefits of Reliance Smart Office

1.Digital PBX functionality

2.Carrier grade Reliability & scalability

3.Multi-Office solution

4.Outsourcing benefits

56 | P a g e
 Smart Office – Features

Call Management features

• Call Forward on Busy

• Call Forward on No reply, or

• Forward all incoming calls

Voice Mail

Absentee Subscriber Service

10-party conference

Manager- Secretary Working

PC based Attendant Console

NextGen Caller ID

Speakerphone

Delayed Hotline

57 | P a g e
 6.Analog Trunk Solutions

Do you have three or more lines terminating on your KTS/ PBX? Do your callers

struggle to remember multiple telephone numbers of your office? Do the free calls on

some of your phone lines remain unused?

If any of these problems are bothering you then Reliance Analog Trunk Solutions is

perfect for you.

58 | P a g e
 Benefits of Reliance Analog Trunk Solutions

1.Optimise Spends

2.Single Hunting Number

3.Shared Commitment Plan

4.Better call rates at lesser commitment

5.Single bill option

7.Community Phone

Benefits of Reliance Community Phone

1. Intercom and Landline on a single telephone

2. Zero effective rentals

3. Feature-packed service at no extra costs

4. Competitive call rates

Community Phone - Features

NextGen Caller ID

Speakerphone.

3-way Conference

Mobile Phone Features

Quick Dialing

59 | P a g e
 8.E1 DID

digital channels over a 4-wire system. Each channel can be configured as incoming,

outgoing or two-way, allowing effective management of voice traffic.

BENEFITS

1.Direct Line for every user

2.Digital quality

3.Saving on recurring costs

4.Direct Line Number Display (DLND)

5.Enhanced service Availability

6.No congestion or busy signals

60 | P a g e
 RESEARCH METHODOLOGY

61 | P a g e
 RESEARCH METHDOLOGY

Research methodology is a systematic way, which consists of series of action or steps

necessary to effectively carry out research and the desired sequencing of these steps.

The marketing research is a process of involves a number of interrelated activities

which overlap and do rigidly follow a particular sequence. It consists of the following

steps.

1. Formulating the objectives of the study

2. Designing the methods of data collection

3. Selecting sample plan

4. Collecting the data

5. Processing and analyzing the data

6. Reporting the findings

62 | P a g e
 Objective of the study

Research design

Sample design

Data collection

Data analysis

Reporting of findings

63 | P a g e
 STATEMENT OF PROBLEM

Telecom liberalization began early in the 1990s when the sector was thrown open to

the private sector. like most new things initially, there were gaps which have since

then been slowly corrected. India can today boast of an infrastructure that is

comparable to the best in the world. In the mid 1990. it was estimated that 10-15 years

after the introduction of mobile telephony, mobile customers would plateau at about

50 per sent of the fixed telephone .

In my study I found the different problems these are.

1. Consumers opt for landline connection for status but not as communication

means.

2. in the growing field of mobile ,landline phone are outdated.

3. heavy expenses in the installing of infrastructure of

64 | P a g e
Reporting
Data analysis
of findings
 RESEARE

CH DESIGN
A research design is a arrangement of conditions for collection at analysis of data in

manner that combines relevance to the research purpose with economy in processor.

DISCRIPTIVE RESEARECH DESIGN

Descriptive research studies are those studies, which are concerned with., described

the characteristics of particular individual. In descriptive as well as in diagnostic

studies, the researcher must be ale to define clearly, what he wants to measure and

must find adequate methods for it along with a clear cut ‘population’ he wants to

study Since the aim is to obtain complete and accurate information in the said

studies ,the procedure to be used must be carefully planned. The research design must

make enough provision for protection against bias and must maximize reliability with

due concern for the economical completion of the research study &must focus

attention of the following

NEED OF RESEARCH DESIGN:

Research design is needed because it facilitate the both smooth saling of various

research operation there by making research is efficient as possible yielding

maximum information with minimum expenditure of time and money.

• Over all design: -Rigid design.

• Sampling design: -Probability sampling design random sampling.

• Statically Design: - Pre plan design for analysis.

65 | P a g e
 • Observation design: - Structure or well out instruments for collection of

data.

• Operational design: - Advance design about operational processor.

• Descriptive research design are those studies are consult with describing

the characteristics of particular individual or of a group. Descriptive method are

commonly use of direct basis of marketing. It is ensure minimum byes. It provides

information that helps executive make rational decision.

PROCESS OF RESEARCH DESIGN

• . Formulating the objective of study (What the study is about and why it is

being made)

• Designing the method of data collection (What technique of gathering data

will be adopted.

• Selecting the sample (how much material will be needed).

• Collective the data (where can be required data can be found and with

what time period should the data be related.)

• Processing and analysis of data.

• Reporting and finding.

66 | P a g e
 SAMPLING DESIGN

A Sample design is a definite plan for obtaining a sample from a given population . it

refers to the technique or the procedure adopted

In selecting items for the sample. The main constituents of the sampling design

below-

• Sampling unit

• Sample size

• Sampling procedures

SAMPLING UNIT

A sampling framework i.e. developed for the target population that will be sampled

i.e. who is to be surveyed –

• Consumer

SAMPLE SIZE

It is the substantial portions of the target population that are sampled achieve

reliable results.

• Consumer - 50

SAMPLING PROCEDURE

67 | P a g e
 The procedure to choose the respondents to obtain a representative sample a non-

probability sampling technique is applied for the target market.

Non-Probability Sampling

It is a purposive sampling which deliberately chooses the particular units of the universe

of constituting a sample on the basis that the small mass that they so select out of a huge

one will be typical or representative of the whole.

Judgment Sampling

To select population member who are good prospects for accurate information.

68 | P a g e
DATA COLLECTION

• PRIMARY DATA.

• SECONDARY DATA.

69 | P a g e
 DATA COLLECTION

The data collection process is the predefined task that I have to undergo. The data

collection process starts right day till the final day on the field. During the whole period a

list of different respondent scattered around whole of the Banaras gets visited.

There are several ways of collecting appropriate data that differ considerably in context of

money, time cost and other resources at the disposal of researcher. The tools used for data

collection are as:

PRIMARY DATA

The primary data are those data, which are collected afresh and for the first time and

happen to be original in character. The primary data to be collected for the

study are----

• By Questionnaire: -

70 | P a g e
Questionnaire is a formularized instrument for as kind information directly from a

respondent and concerning behavior demography characteristics level of knowledge

and or attitude believes and feelings.

The term questionnaire is a list of obtaining specific information about a defined

problem so that the data after analysis & interpretation ,result in a better appreciation

of the problems. A questionnaire form, which has to be, completed an interviewer.

Often referred as schedule.

• By Personal Interview:-

Under this method of collecting data there is face to face context with the person from

whom the information is obtained. The pattern used is Structured and indirect

Interview.

SECONDARY DATA: - Secondary data are those which have already been collected

by some one and which have already passed through statically process.

• Various publication of the central, state and local governments;

• Various publications of foreign government or of international bodies and

their subsidiary organization;

• Technical and trade journals:

• Books magazines and newspapers;

• Reports and publications of various associations connected with business and

industry, banks, stock, exchange etc;

• Reports prepared by research scholars, universities, economists etc. in

different fields,

71 | P a g e
 • Public’s records and statistics, historical documents, and other sources of

published information. The sources of unpublished data are many; they may be

found in diaries, letters, unpublished biographies and auto.

LIMITATIONS

&

FINDINGS
72 | P a g e
 LIMITATION

Despite the fact that the questionnaire method is widely used in marketing research it

has several important limitations.

• Unwillingness of respondent to provide information.

• Inability of respondent to provide.

• Questionnaire can be administered to respondents who has considerable

amount of education.

• Success and effectiveness mainly depends on the co-operation of the

respondents.

• In many situations researcher is not in a positions to detect the respondents

is bias.

• Unintelligent answers or misinterpretation of any questions by the

respondents could not be corrected.

• Non-response rate is very high.

• Cost constraint

• Time consumption.

73 | P a g e
 FINDINGS

• Most of the respondents have a landline phone.

• BSNL is the market leader in the landline phone.

• 40% respondents are aware about the private landline provider.

• Customer are very much stick to the previous services.

• Most of the respondent influence by their friends.

• Economic aspect also lies in the surface area of mind.

• Good connectivity is the factor, which influence most purchasing landline

connection.

• 45% respondent have purpose to purchase the landline for home use.

• 35% respondents are facing the problem from the landline phone due to

disturbance in the line during the call.

• 53% respondents are satisfied with their landline phone.

• Customers are very much unaware with private services.

• More than 50% respondents are unaware about the different scheme provided

by BSNL & Private landline provider.

• Some customers are fed up with the services of BSNL.

• Some other private competitors also giving strong resistance.

• Network at each & every place not their.

74 | P a g e
 DATA REPRESENTATION

75 | P a g e
 Availability of land line Phone

TABLE–1

PRIMARY DATA SAMPLE SIZE-50

Landline Phone No. of Respondent Percentage

Yes 41 82
No 09 18
Total 50 100

Landline provider

TABLE–2

PRIMARY DATA SAMPLE SIZE-50

Landline No. of Respondent Percentage

Connection
BSNL 35 42
Reliance 11 30
Tata 04 28
Total 50 100

76 | P a g e
Awareness of Private landline provider

TABLE–3

PRIMARY DATA SAMPLE SIZE-50

Private Landline No. of Respondent Percentage

Phone
Aware 21 42
Unaware 15 30
Undeciding 14 28
Total 50 100

77 | P a g e
Consider the landline is better than Mobile

TABLE–4

PRIMARY DATA SAMPLE SIZE-50

Better Landline No. of Respondent Percentage

Phone
Economic 27 54
Service has new 03 06

improved
Easy in reach 07 16
No. fear of 08 16

theft/loss
Evan layman 05 10

operate it
Total 50 100

By which medium they come to know about existing landline

78 | P a g e
 TABLE–5

PRIMARY DATA SAMPLE SIZE-50

Mediam No. of Respondent Percentage

Advertising 08 16
Friends 24 48
Family members 12 24
Others 06 12
Total 50 100

Purpose to purchase landline phone

TABLE–6

PRIMARY DATA SAMPLE SIZE-50

Purpose No. of Respondent Percentage

Official use 17 34
Home 23 46
Status symbol 10 20
Total 50 100

79 | P a g e
 Factors which influence most at purchasing of landline

connection

TABLE–7

PRIMARY DATA SAMPLE SIZE-50

Factors No. of Respondent Percentage

Economic call rate 19 38
Good connectivity 23 46
Tones 02 04
ID caller 06 12
Colors 00 00
Total 50 100

Problems they are facing from landline phone

80 | P a g e
 TABLE–8

PRIMARY DATA SAMPLE SIZE-50

Problem No. of Respondent Percentage

Disturbance in 17 34

lines during calls

Cross connection 07 14
Errors in bill 09 18
Complaints are 13 26

attended very late

Instrument 04 8

problem
Total 50 100

81 | P a g e
 Satisfaction with their landline

TABLE–9

PRIMARY DATA SAMPLE SIZE-50

Satisfaction No. of Respondent Percentage

BSNL 27 54
Reliance 15 30
Tata 08 16
Total 50 100

Awareness about different scheme provider by BSNL &

private landline provider

TABLE–10

PRIMARY DATA SAMPLE SIZE-50

Different scheme No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

82 | P a g e
 Respondent choice of connection if he gets a chance to get

new connection

TABLE–11

PRIMARY DATA SAMPLE SIZE-50

New Landline No. of Respondent Percentage

Connection
BSNL 31 62
Reliance 12 24
Tata 07 14
Total 50 100

Which landline providing better after sale service

TABLE–12

PRIMARY DATA SAMPLE SIZE-50

After sale service No. of Respondent Percentage

BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

Satisfied after sale service with existing landline phone

TABLE–13

PRIMARY DATA SAMPLE SIZE-50

Satisfied sale No. of Respondent Percentage

service
Yes 15 30
No 35 70

83 | P a g e
 Total 50 100

Problem facing by consumer from the different landline

provider

TABLE–14

PRIMARY DATA SAMPLE SIZE-50

Problems BSNL% Reliance % Tata %

Connectivity 35 11 04
Billing 36 10 04
After sale 28 15 07

service
Problem in 26 13 11

instrument

Which is the better landline option

84 | P a g e
TABLE–15

PRIMARY DATA SAMPLE SIZE-50

Better option of No. of Respondent Percentage

landline
BSNL 24 48
Reliance 16 32
Tata 10 20
Total 50 100

Expectation toward the attributes of landline phone

TABLE–16

PRIMARY DATA SAMPLE SIZE-50

Expectation No. of Respondent Percentage

Portable 04 08
Economic 15 30
Good connectivity 13 26
Call rate 18 36
Total 50 100

Private landline provider offer better services as compared

BSNL

TABLE–17

PRIMARY DATA SAMPLE SIZE-50

Better Private No. of Respondent Percentage

service
Yes 37 74

85 | P a g e
No 13 26
Total 50 100

Awareness about charges of private landline provider

TABLE–18

PRIMARY DATA SAMPLE SIZE-50

Amount awareness No. of Respondent Percentage

Yes 13 24
No 37 74
Total 50 100

Rating by consumer about different landline land line

provider

TABLE–19

PRIMARY DATA SAMPLE SIZE-50

Better option of No. of Respondent Percentage

landline
BSNL 35 70
Reliance 11 22
Tata 04 08
Total 50 100

86 | P a g e
 Consider about the future of landline in India

TABLE–20

PRIMARY DATA SAMPLE SIZE-50

Future of landline No. of Respondent Percentage

in India
Good 11 22
Excellent 30 60
Bad 05 10
Worst 04 08
Total 50 100

ANALYSIS OF DATA

87 | P a g e
 ANALYSIS OF DATA

After data have been collected researcher turns to the task of analysis them. The

analysis of the task of closely related option such as establishment of categories, the

application of these calories to raw data through coding tabulation and then drawing.

Statistical inferences:

1) Coding

2) Editing

3) Tabulation

Coding operation is usually done at this stage through which the categories of data

was transfer into symbols that may be tabulated add counted.

Editing was the procedure that improves the quality of data for coding with the stage

was ready for tabulation.

Tabulation was a part of the technical procedure where in the classified data are put

in the form of tables.

88 | P a g e
GRAPH-1

Availability of land line Phone

% Respondent

100 82
80
60
%
40
18
20
0
yes no

• 82% Respondent have the landline Phone.

• 18% Respondent have not landline Phone.

GRAPH-2

Landline provider

% Respondent

80 70

60

40 %
22
20 8
0
BSNL Reliance Tata

• 70% Respondent have BSNL landline Phone.

• 22% Respondent have Reliance landline Phone.

• 8% Respondent have Tata landline Phone.

89 | P a g e
GRAPH-3

Awareness of Private landline provider

% Respondent

50 42
40
30 28
30
%
20
10
0
Aware Unaware Undecinding

• 44% Respondents are aware about private landline Phone

provider.

• 30% Respondents are unaware about private landline

Phone provider.

• 28% Respondents are undeceiving about private landline

Phone provider.

90 | P a g e
GRAPH-4

Consider the landline is better than Mobile

% Respondent
Economic
60 54
50 Service has new
40 improved
30 Easy in reach
20 14 16
10
10 6 No fear of
theft/loss
0
% Even layman
operate it

• 54% Respondent consider landline better than mobile for

economic purpose.

• 6% Respondent consider landline better than mobile

because service has now improved.

• 14% Respondent consider landline better than mobile

because it is easy in reach.

• 16% Respondent consider landline better than mobile

there is no fear of theft/loss.

• 10% Respondent consider landline better than mobile

because even layman can operate it.

91 | P a g e
GRAPH-5

By which source they come to know about existing

landline

% Respondent

60 48
50
40
30 24 %
16 12
20
10
0
Advertising Family Friends Others
member

• 16% Respondents are aware about existing landline

Phone provider through advertising.

• 24% Respondents are aware about existing landline

Phone provider through family member.

• 48% Respondents are aware about existing landline

Phone provider through friends.

• 12% Respondents are aware about existing landline

Phone provider through others.

92 | P a g e
GRAPH-6

Purpose to purchase landline phone

% Respondent

50 46

40 34
30
20 %
20
10
0
Official use Home use Status symbol

• 34% Respondents have the purpose to purchase to

landline Phone for official use.

• 46% Respondents have the purpose to purchase to

landline Phone for off home use.

• 34% Respondents have the purpose to purchase to

landline Phone for status symbol.

93 | P a g e
GRAPH-7

Factors, which influence most at purchasing of

landline connection

% Respondent
Economic call
rate
50 46
Good connectivity
38
40
30 Tones
20 12
ID caller
10 4
0
0 Colors
%

• 38% Respondents are influenced most by the Economic

call rate.

• 46% Respondents are influenced most by the Good

connectivity.

• 04% Respondents are influenced most by the Tones.

• 12% Respondents are influenced most by the ID caller.

• 0% Respondents are influenced most by the Colors.

94 | P a g e
GRAPH-8

Problems Respondents are facing from landline

phone

Disturbance in line
% Respondent
during call

40 34 Problem of cross
35
connectivity
30 26
25
18 Errors in bills send
20 14
15 to the customer
8
10
5 Complaints are
0 attended very late
% by telephone dept.
Problem in the
instrument
• 34% Respondents are facing the problem of disturbance

in line during call.

• 14% Respondents are facing the problem of cross

connectivity.

• 18% Respondents are facing the problem of errors in bill

send to customer.

• 26% Respondents are facing the problem of complaints

are attended very late.

• 08% Respondents are facing the problem in instrument.

95 | P a g e
GRAPH-9

Respondent Satisfied with their landline

% Respondent

60 54

40 30
%
16
20

0
BSNL Reliance Tata

• 54% Respondents are satisfied with BSNL.

• 22% Respondents are satisfied with Reliance.

• 24% Respondents are satisfied with Tata.

96 | P a g e
GRAPH-10

Awareness about different scheme provider by BSNL &

private landline provider

% Respondent

80 70
60
40 22 %
20 8
0
BSNL Reliance Tata

• 70% Respondents are aware about different scheme

provided BSNL.

• 22% Respondents are aware about different scheme

provided by Reliance.

• 08% Respondents are aware about different scheme

provided by Tata.

97 | P a g e
GRAPH-11

Respondent choice of connection if he gets a chance to

get new connection

% Respondent

80
62
60

40 %
24
20 14

0
BSNL Reliance Tata

• 62% Respondent are in favour of adopting BSNL

connection if they gets a chance to get new connection.

• 24% Respondent are in favour of adopting Reliance

connection if they gets a chance to get new connection.

• 14% Respondent are in favour of adopting Tata

connection if they gets a chance to get new connection.

98 | P a g e
GRAPH-12

Which landline providing better after sale service

% Respondent

80 70

60

40 %
22
20 8
0
BSNL Reliance Tata

• 70% Respondent of this opinion that BSNL provide better

after sale service.

• 22% Respondent of this opinion that Reliance provide

better after sale service.

• 08% Respondent of this opinion that Tata provide better

after sale service.

99 | P a g e
GRAPH-13

Satisfied after sale service with you existing landline

phone

% Respondent

80 70

60

40 30 %

20

0
Yes No

• 30% Respondents are satisfied with their existing landline

phone.

• 70% Respondents are unsatisfied with their existing

landline phone.

100 | P a g e
GRAPH-14

Problem facing by consumer from the different

landline provider

% Respondent

70 74
80
56 54 BSNL
60
40 22 30 2622 Reliance
20 14
20 8 8
Tata
0
billing
connectivity

problem in
instrument
after sale
service

• 70% Respondent are facing problem of connectivity from

BSNL.

• 22%Respondent are facing problem of connectivity from

Reliance.

• 08% Respondent are facing problem of connectivity from

Tata

• 74% Respondent are facing problem of billing from BSNL.

• 20% Respondent are facing problem of billing from

Reliance.

• 08% Respondent are facing problem of billing from Tata.

• 56% Respondent are facing problem of after sale service

from BSNL.

101 | P a g e
 • 30% Respondent are facing problem of after sale service

from Reliance.

• 14% Respondent are facing problem of after sale service

from Tata

• 54% Respondent are facing problem of instrument from

BSNL.

• 26% Respondent are facing problem of instrument from

Reliance.

• 22% Respondent are facing problem of instrument from

Tata.

GRAPH-15

Which is the better landline option

% Respondent

60
48
50
40 32
30 20 %
20
10
0
BSNL Reliance Tata

• 48% Respondent have opted BSNL as a better landline

phone option.

• 32%espondent have opted Reliance better landline phone

option.

102 | P a g e
 • 20% Respondent have opted Tata as a better landline

phone option.

103 | P a g e
GRAPH-16

Expectation toward the attributes of landline

phone

% Respondent

40 36
30
30 26 Portable
Economic
20
Good connectivity
8
10 Call rate
0
%

• 08% Respondents want their landline to be Portable.

• 30% Respondents want their landline to be Economic.

• 26% Respondents want their landline to be Good

connectivity.

• 36% Respondents want their landline to be Call rate.

104 | P a g e
GRAPH-17

Private landline provider offer better services as

compared BSNL

% Respondent

80 74

60

40 26 %

20

0
Yes No

• 74% Respondents are of this opinion that private landline

co. provide better service as compared BSNL.

• 26% Respondents are of this opinion that private landline

co. do not provide better service as compared BSNL.

105 | P a g e
GRAPH-18

Awareness about charged by private landline

provider

% Respondent

80 74

60

40 26 %

20

0
Yes No

• 26% Respondents are aware about the charged by

private landline provider.

• 26% Respondents are unaware about the charged by

private landline provider.

106 | P a g e
GRAPH-19

Rating by consumer about different landline land line

provider

% Respondent

80 70
60
40 22 %
20 8
0
BSNL Reliance Tata

• 70% Respondents are give rating to BSNL.

• 22% Respondents are give rating to Reliance.

• 08% Respondents are give rating to Tata.

107 | P a g e
GRAPH-20

Consider about the future of landline in India

% Respondent

80
60
60

40 %
22
20 8 10

0
Good Excellent Worst Bad

• 22% Respondents considered the future of landline in

India as good.

• 60% Respondents considered the future of landline in

India as excellent.

• 08% Respondents considered the future of landline in

India as worst.

• 10% Respondents considered the future of landline in

India as bad.

108 | P a g e
 CONCLUSION

&

RECOMMENDATIONS

109 | P a g e
 CONCLUSION

The result of the study can be useful for the telephone provider companies. The

factors affection consumer buying behavior is change according to their income effect

. I have segmented the survey in three categories i.e. student , self employed &

serviceman.

Student are much attracting by the mobile phone. They wants to purchase on financed

influence by cash sales promotion schemes students are using their mobile for fun &

joy.

Serviceman & self employed are giving preference to average low maintenance &

price in comparison to looks colors & brand image. Serviceman wants to purchase a

landline phone for home use.

110 | P a g e
 RECOMMENDATIONS

• Brand promotion scheme must be made more attractive than the offer given in

campaign.

• Educating the customer regarding the usage of phone.

• To increase the percentage of reach, the frequency of advertisement of private

landline has to be increase.

• Landline phone provider should try to give better services.

• The private landline provider should create awareness among the customer.

• The private landline company should make attractive advertising campaign.

111 | P a g e
 ANNEXURE

• QUESTIONNAIRES

• BIBLIOGRAPHY

112 | P a g e
 QUESTIONNAIRE

Name:

Occupation:

Address:

Q.1. Do you have a landline Phone?

Yes No

Q.2. Which connection do you have?

BSNL Tata Indicom

Reliance

Q.3. Are you aware about Private landline provider?

Awareness Unawareness

Undeceiving

Q.4. Why do you consider that landline phone is better than the

mobile phone?

Economy No fear of theft/loss

Service has new improved Even layman pirate it

Easy in reach as it is installed

Q.5. By which medium, you come to know about this connection

(PhoFor and on behalf of Board of Directors
(N. K. Sinha) (C. S. Verma) (K. Ravi Kumar)
Secretary Director (Finance) Chairman and Managing Director
As per our report of even date attached
For M.L. Puri & Company
Chartered Accountants
Date : 23.05.2008 (Navin Bansal)
Place : New Delhi Partner
M. No. 091922ne).

113 | P a g e
 Advertising Friends

Family members Others

Q.6. What is your purpose to purchase this connection?

For official use For fun

This is a status symbol

Q.7. What are the factors, which influence most at the purchasing

of landline connection?

Economic call rate. Tones

Good connectivity Caller ID

Colors

Q.8. What type of problem you are facing with your landline

phone?

Disturbance in lines during calls

Problem in the instrument

Problem of cross connectivity

Errors in bills send to the customer

Complaints are attended very late

By telephone deptt.

Q.9. Are you satisfied with your landline?

BSNL Tata Indicom

Reliance

Q.10. Are you aware about the different scheme provided by BSNL

and Private landline provider?

Awareness Unawareness

114 | P a g e
 Undeceiving

Q.11. If you have a chance to purchase a new connection of landline

phone which will you prefer?

BSNL Tata Indicom

Reliance

Q.12. Which landline service provider are providing better after sale

services?

BSNL Tata Indicom

Reliance

Q.13. Are you satisfied with your landline service provider in case of

after sale service?

Yes No

Q.14. According to you which is better option.

BSNL Tata Indicom

Reliance

Q.15. Would you like to tell me your Expectation towards the

attributes of land line?

Portable Economic

Good connectivity Call rate

Caller ID

Q.16. Do you think that private landline co. can offer you better

services as compared to BSNL?

Yes No

Q.17. If yes/no please mention the reason?

115 | P a g e
 -----------------------------------------------------------------------

------------

-----------------------------------------------------------------------

------------

Q.18. Are you aware of the amount charged by the private landline

provider?

Yes No

Q.19. If yes please mention the amount?

-----------------------------------------------------------------------

------------

Q.20. Does your pocket allow to afford the private landline

connection?

-----------------------------------------------------------------------

------------

-----------------------------------------------------------------------

------------

Q.21. How will you rate to different landline provider?

BSNL Reliance

Tata

Q.21. How do you consider the future of landline in India?

Good Excellent

Bad Worst

Q.22.Would you like to tell me your recommendation.

116 | P a g e
 -----------------------------------------------------------------------

------------

BIBLIOGRAPHY

117 | P a g e
 BIBLIOGRAPHY

BOOKS:

• C. R. Kothari “ Research Methodology” Second Edition, Wishwa

Prakashan.

• Donald S. Tull , Dell I. Hawkins “ Marketing Research” Sixth Edition,

Published by Ashok k. Ghosh , Prentice-Hall Of India Pvt. Ltd.

JOURNALS:

• Indian Journal of Marketing – Volume xxxiv April2009

• IBAT Journal of Management – Volume III Number 1 march 2009

MAGAZINES:

• IIMB Management Review – Volume 16 No.3 march 2009

• Business Today “ Depression In landline phone Sector” Page 25 March

2009.

• Business Today, february21, 2009 issue

• Business Today, February 21, 2009 issue

WEBSITE

• www.bsnl.co.in

• www.tataindicom.com

• www.relianceinfocom.com

118 | P a g e