Project Report

on

“COMPARATIVE STUDY OF CUSTOMER SATISFACTION

TOWARDS BSNL & AIRTEL”

Submitted to:

Ms. Purnima Gupta

Project Supervisor

by

Km. Deepa Kumari

Roll No. 7176500003
BBA-VI Semester
2018
to

M.J.P. ROHILKHAND UNIVERSITY BAREILLY U.P.

DEPARTMENT OF MANAGEMENT STUDIES

SHREE SATYA COLLEGE OF HIGHER EDUCATION
LODHIPUR RAJPUT, DELHI ROAD, MORADABAD (U.P.)
 “COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARDS
BSNL & AIRTEL”
by

KM. DEEPA KUMARI

BBA VI SEMESTER

SUBMITTED TO DEPARTMENT OF MANAGEMENT STUDIES IN THE PARTIAL

FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

AT THE

SHREE SATYA COLLEGE OF HIGHER EDUCATION

2018

Signature of student-------------------------------------------------------------------------------------------------------------

Department of Management Studies

2018

Certify by--------------------------------------------------------------------------------------------------------------------------

Ms. Purnima Gupta

Project Supervisor

Accepted by-----------------------------------------------------------------------------------------------------------------
Dr. Deepti Gupta

(Principal)
 ACKNOWLEDGEMENT

It is my pleasure to acknowledge the assistance of a number of people without whose help this

project report could not be completed.

I wish to acknowledge my indebtedness to Mr. D. K. Malik (Chairman, SSIM), Mr. V.K.S.

Malik (Vice Chairman, SSIM), and Dr. Deepti Gupta (Principal).

I have been assisted by Mr. Rajkumar Chauhan (Course Co-ordinator, BBA) who deserves

special thanks for his valuable boost and co-operation by which I could see my efforts of making

the project.

I express my profound sense of gratitude to my Project guide Ms. Purnima Gupta for giving

encouragement in taking up the project.

I am also thankful to all my faculties for motivating and librarian for making available to me the

important books in the library and the necessary guidance for this project.

At last but not the least, I express my thanks to my parents, who provided me support throughout

this project. They have been a perennial source of inspiration for me.

I am too small so thank GOD for anything & everything.

Km. Deepa Kumari

BBA-6th sem
Roll No-7176500003

i
 STUDENT DECLARATION

I Km. Deepa Kumari hereby declare that this Project Report entitled “COMPARATIVE

STUDY OF CUSTOMER SATISFACTION TOWARDS BSNL & AIRTEL”, submitted in

the partial fulfillment of the requirement of Bachelor of Business Administration (BBA) from

Shree Satya College of Higher Education, Moradabad. It is based on primary & secondary data

found by me in various departments, books, magazines and websites & Collected by me under

the guidance of my Project guide Ms. Purnima Gupta.

Km. Deepa Kumari

BBA 6th Semester
Roll No. 7176500003

ii
 CONTENTS

Chapter No. Title Page No.

(i) Acknowledgement i

(ii) Student Declaration ii

1. Introduction 1-6

2. Objective of the study 7-8

3. Scope of the Study 9-10

4. Company Profile 11-14

5. Review of Literature 15-46

6. Research Methodology 47-51

7. Use & Importance of Topic 52-53

8. Analysis of Data and Findings 54-71

9. Conclusion 72-73

10. Suggestions & Recommendations 74-75

11. Limitations 76-77

Bibliography 78-79

Annexure:-Questionnaire 80-82