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CHAPTER I
INTRODUCTION OF THE STUDY
1.1 Introduction
1.2 Types of Communication
1.3 Telecommunication
1.4 Wireless Telecommunications
1.5 Evaluation of Mobile Communication from 1G T0 4G
1.6 Mobile Phone Services at World Level
1.7 Indian Telecommunication
1.8 Telephone Network
1.9 Fixed Telephone Lines (Wire Line)
1.10 History of Mobile Phones in India
1.11 Mobile Telephone (Wireless)
1.12 Rural and Urban Telephones
1.13 Tele-density
1.14 State-wise Telephone Network
1.15 Telecom Regulatory Authority of India (TRAI)
1.16 Consumers‟ Satisfaction in Mobile Phone Services
1.17 Area Profile
1.18 Study Area
1.19 Profile of Bharat Sanchar Nigam Limited (BSNL)
1.20 Significance of the Study
1.21 Statement of the Problem
1.22 Objectives of the Study
1.23 Scope of the Study
1.24 Operational Definition of Concepts
1.25 Limitation of the Study
1.26 Chapter Scheme
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1.1 INTRODUCTION

Communication means the act of conveying information among people.

Communication is complete when the receiver knows in the same sense and spirit what

the communicator tends to transfer. It is the activity of conveying information through

the exchange of ideas, feelings, intentions, attitudes, expectations, perceptions or

commands by speech, gestures, writings, behavior and possibly by other means such as

electromagnetic, chemical or physical phenomena. It is the meaningful exchange of

information between two or more participants. The word “communication is derived

from the Latin word “communis” that means common. It means the process of

transmitting and interpreting verbal and nonverbal messages.1”

A man‟s communication begins in infancy itself with the first sounds made by

him to attract the attention of parents and others and express his joy or pain. Every

moment of the infant‟s hands, legs, mouth, face, and so on convey some information.

Communication is done by man in many ways. The very look and movement of the body

too communicate something to others as the speech, which may be called as an instant

communicator of man. Communication is essential for men, society and the world

because the world is moved and the world‟s business is done through physical and mental

interactions with the aid of communication. Communication plays a crucial role in

education, teaching, commerce, industries, politics, religion and business from the IT

field to running petty shops.

The role that communication plays in the life of human beings among the family

relationship, friends and neighbours, which is much more crucial, is emotional,

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passionate and compassionate. It is not an exaggeration to say that communication is an

important instrument to maintain them all-the family relationship and friendship. In the

modern world, communication has outdone all previous types and standards of

communication. The means of communication is various and the technology for

communication is every time developed, increased and highly modernized. The

communication for all walks of life is developed for speedy, accurate, and clear way of

interaction with others. This chapter analyses in depth the importance of communication

in the modern world.

1.2 TYPES OF COMMUNICATION

There are three types of communication. They are verbal communication,

non-verbal communication and written communication. These three types of

communication that transfer the data easily from one person to others are as follows:

1.2.1 Verbal Communication

Verbal communication is an active way of communication. It conveys

information, messages, ideas, or emotions and so on through the articulation of words

through mouth. It is a face-to-facecommunication, which is a major type of one.

Speaking involves words, sounds and language, which are the key constituents of the

verbal communication.

1.2.2 Non-verbal Communication

A good communication is basis for maintaining relationships and friendship in

personal life and profession. Non-verbal communication is a passive as well as an

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effective method of communication. Facial expressions, gestures, eye-contact, postures,

tone of voice and so on, which speak louder than the words uttered, are recognized as an

important non-verbal communication. The non-verbal communication, which is other

way called body-language, is a powerful way of communicating to others what one

thinks, means, and wants really. The non-verbal communication also strengthens and

makes the verbal communication an effective one.

1.2.3 Written Communication

All formal, serious, official and complicated information have been

communicated through written form. Written communication is very helpful for

recording information and future reference. Therefore, it requires a good plan and careful

choice of words to express the ideas or information accurately, clearly, concisely, and

effectively. Written communication must be clear and concise in order to communicate

information effectively. A good written report conveys the necessary information using

precise, grammatically correct language, without using more words that are not needed.

1.3 TELECOMMUNICATION

Communication involves a process of transforming information from a speaker to

a listener or from a sender to a receiver. Information can be in any form such as voice,

data, video, graphics and so on, which are widely used in the fields in telecommunication.

Voice communication is the simplest mode of communication. People also use facial

expressions and body language while communicating with each other.

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We have been using communication technology for many decades.

Communications or telecommunication technology consists of electromagnetic devices

and systems for communicating over long distance. Some principal examples are

telegraph, telephone, radio, television, and cable. Before 1950s, computer technology and

communications technology developed independently and in parallel like rails on the

railway track. However, they have gradually fused together producing a new information

environment.

It has made a new era of internet in the mode of communication. Significantly, it

is the largest mode in the world to communication. The latest technology has introduced

as a boon in communication the mobile phone, which is a portable electronic gadget

covering a wide range of usage. Mobile phone has become an essential and important

device for communication in the modern world. It facilitates an easy and faster means of

communication. One can communicate with family and friends and transact the business

anywhere at any time at a reasonable cost. Consumers prefer the flexibility and

versatility of mobile phone devices. In addition to telephony, modern mobile phones also

support a wide variety of other services such as text messaging, MMS, email, Internet

access, short-range wireless communications (infrared, blue tooth), business applications,

gaming and photography.2

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1.4 WIRELESS TELECOMMUNICATIONS

With the invention of the radio expensive cabling requirements were eliminated

and transoceanic wireless communication became possible. Radio was invented by

Marconi, an Italian scientist in 1895. In radio communication, the information signal is

converted into an electromagnetic wave form and is broadcast in space using radiating

devices known as antennas. A portable telephone service has been introduced by the

mobile telephone systems.

There is a base station to which every phone is connected through radio link and

then it is linked to the telephone network, which is the largest one. Radio has been useful

for many decades, but it has become out dated with nothing special about it. A particular

area is covered by a base station with a mobile system. If the mobile phone moves out of

that particular area, the connection is given from an adjacent base. It is sort of hands-off

style, which permits to carry the phones. It also allows the use at frequencies by base

stations nearby mobiles.

1.5 EVALUATION OF MOBILE COMMUNICATION FROM 1G T0 4G

The following lists the comparison and evolution of Wireless Systems from 1G,

2G, 2.5G, 3G, 4G levels:

1st Generation (1G)

i. Advanced Mobile Phone Service (AMPS)

ii. Total Access Communications System (TACS)

2nd Generation (2G)

i. Global System for Mobile Communication (GSM)

ii. Personal Digital Mobile (PDC)

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2.5 Generation (2.5G)

i. General Packet Radio Service (GPRS)

ii. PDC – P

iii. CDMA One

3rd Generation (3G)

The third generation wireless (3G) contains a group of standards to support

broadband voice, data and multi-media communications over wireless networks. They are

i. 3GPP - Third Generation Partnership Project

ii. 3GPP2 - Third Generation Partnership Project 2

iii. High-Speed Circuit-Switched Data (HSCSD)

iv. Enhanced Data rates for Global Evolution (EDGE)

v. Universal Mobile Telecommunications System (UMTS)

vi. Global Positioning System (GPS)

4th Generation (4G- Future Mobile Generation Networks)

The objective of the 3G is to develop a new protocol and new technologies to

further enhance the mobile experience. In contrast, the new 4G framework, which is to

be established, will try to accomplish new levels of user experience and multi-service

capacity by integrating all the mobile technologies that exist (e.g. GSM - Global System

for Mobile Communications, GPRS - General Packet Radio Service, IMT-2000 -

International Mobile Communications, Wi-Fi - Wireless Fidelity, Bluetooth).

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In spite of different approaches, each resulting from different visions of the future

platform currently under investigation, the main objectives of 4G networks can be stated

in the following properties:

i. Ubiquity

ii. Multi-service platform

iii. Low bit cost.

1.6 MOBILE PHONE SERVICES AT WORLD LEVEL

This list ranks the Top 10 countries of the world by the number of mobile

phones in use. The details of mobile telephone networks and CAGR (Compound Annual

Growth Rate) in selected countries have been given inTable 1.1.

TABLE 1.1
Mobile Phone Services at World Level
Phones Data
Country or Number of
Rank Population Per 100 Evaluation
Region Mobile Phones
Citizens Date
-- World 6,800,000,000 7,012,000,000 97.00 2013
01 China 1,227,360,000 1,349,585,838 89.20 December 2013
02 India 1,104,480,000 1,220,800,359 90.47 October 2013

03 United 327,577,529 350,000,000 93.60

June 2013
States
04 Brazil 271,100,000 201,032,714 136.45 December 2013
05 Russia 256,116,000 142,905,200 155.50 July 2013
06 Indonesia 236,800,000 237,556,363 99.68 September 2013
07 Pakistan 130,583,076 188,854,781 69.18 December 2013
08 Japan 121,246,700 127,628,095 95.10 June 2013
09 Nigeria 114,000,000 165,200,000 69.00 May 2013
10 Bangladesh 114,808,000 165,039,000 69.50 January 2014
Source: Wikipedia, the Encyclopedia.
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From Table 1.1, it is concluded that many countries have largest subscribers in the

mobile communication services compared to the Indian telecom network today.

1.7 INDIAN TELECOMMUNICATION

India‟s telecom network is growing faster in the world because of its high

population and development potential. India has many top network operators such as

BSNL, Aircel, Airtel, Idea, Reliance, Tata Indicom, MTNL, Vodafone and Loop Mobile.

But, there is a lack of infrastructure in rural India. BSNL, a public sector telecom

company in India, ranks the 7th largest among the telecom companies in the world.3

In the year between 1881-82 telephone services were introduced in Kolkata in

India. This service came to India six years after the telephone was invented. Indian

railways began to use the telephone service in 1900. In 1913-1914, the first automatic

telephone exchange with the capacity of 700 lines was established in Shimla. The number

of telephones in India till 2001 amounted to 36.28 million, despite the early introduction.

The use of about four telephones for every hundred persons was calculated. The telecom

sector has increased the lines into 933.01million4 by the year 2014 and thus become a

dynamic enterprise with an amazing development. The Indian telecom network has

emerged as the second largest next to China in the world.5 The statistical report has

recorded that a compound annual growth rate of 64 per cent of mobile telephones per

year in India during 2002 to 2012.

Indian telecom sector contributed remarkably to the growth of economy in the

country by the sudden increase in the use of telephone network and the big fall in the

tariffs. This considerable growth in the telecom network and the use of telephones can be

called a “Telecom Revolution in India.”

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1.8 TELEPHONE NETWORK

It has been witnessed that there is always a rise in the total number of subscribers

of telephone. The total numbers of telephone subscribers by January, 2012 in India were

965.52 million reaching peak. But, the telecom sector faced a decline in the connections

every month and witnessed it reducing to 892.01million by February, 2013 which Table

1.2 shows. The cause for the decline in the users of telecom service was because of the

service providers between June, 2012 and February 2013 had removed the mobile

telephone connections which were inactive. But, the telephone users in India once again

increased and the total number of them was 933.01million as on 31stMarch, 2014.

TABLE 1.2
Telephone Network in India
Year Share in
Telephones (million) Increase/Decrease
Ending 31st Percentage
March
Wireline Wireless Total Wireline Wireless Wireline Wireless Overall
2001 32.70 3.58 36.28 90.10 9.90 -- -- --
2003 41.32 13.29 54.62 75.70 24.30 8.62 9.71 18.34
2004 40.92 35.61 76.53 53.47 46.53 -0.40 22.32 21.91
2005 41.42 56.95 98.37 42.10 57.90 0.50 21.34 21.84
2006 40.23 101.86 142.09 28.31 71.69 -1.19 44.91 43.72
2007 40.77 165.09 205.87 19.80 80.20 0.54 63.23 63.78
2008 39.41 261.08 300.49 13.12 86.88 -1.36 95.99 94.62
2009 37.96 391.76 429.73 8.80 91.20 -1.45 130.68 129.24
2010 36.96 584.32 621.28 5.95 94.05 -1.00 192.56 191.55
Dec. 2010 35.09 752.20 787.29 4.46 95.54 -1.87 167.88 166.01
2011 34.73 811.60 846.33 4.10 95.90 -0.36 59.40 59.04
June 2012 31.43 934.10 965.52 3.20 96.80 -3.30 122.50 119.19
2013 30.21 867.81 898.02 3.40 96.60 -1.22 -66.29 -67.50
August’13 29.46 876.73 906.18 3.25 96.75 -0.75 8.92 8.16
Dec. 2013 28.89 886.30 915.19 3.16 96.84 -0.57 9.57 9.01
March 14 28.50 904.51 933.01 3.05 96.95 -0.39 18.21 17.82
Source: Economic Research Unit, Department of Telecom, Government of India.
The Indian Telecom Services Performance Indicators, January - March, 2014,
New Delhi, India, 30th July, 2014.
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1.9 FIXED TELEPHONE LINES (WIRE LINE)

There was an increase in the wire line telephone with a rise from 32.70 million by

2001 to 41.42 million by March 2005. But, there was again a decline and the total

number reduced to 29.49 million marks by August 2013. In March 2014, the total

number of fixed lines has become 28.50 million.

1.10 HISTORY OF MOBILE PHONES IN INDIA

The following list shows the mobile phones entry into India according to a report

of mobile operator‟s authority of India. The report displays the increase in the

introduction of mobile phones over years.

1992 - In order to bridge the gap through government spending and to help by providing

extra resources for the country‟s telecom target, Telecommunication sectors, in

India was given some liberalisation Private sectors were allowed to lend their

participation in the telecom sector.

1993 - The telecom industry got a foreign investment of 20.6 millions.

1994 - The Government of India granted a license to the metropolitan cities like

Chennai, Kolkata, Mumbai and Delhi for providing mobile phone services.

Mobile phone service has become a duopoly. Two mobile phone operators are

licensed in every telecom area for ten years under a fixed license fee regime.

Thus mobile service has become a duopoly.

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1995 - Mobile phone service licenses were given for 19 more telecom circles. Kolkata

first got the mobile phone network and became the first metro with mobile phone

service.

1997 - TRAI was set up.

1998 - 17,756.4 million was the foreign investment in telecom annually.

1999 - There was a fall of 90 per cent to 2,126.7 million in FDI inflow into telecom

sector.

There was initiated an exercise for rebalancing Tariff.

There was an announcement of National Telecom Policy.

2000 - There was again fall in FDI inflow to 918 million.

Amendment of TRAI Act was introduced-(Jan).

2003 - CDMA networks launched

2004 - Calling Party Pays (CPP) introduced

2005 - Life time Validity products issued

2007- 2001(March) to 2007 (March) - The number of wireless connections rose from

3.58 million to 165.09 million.

2008 - Fresh licenses issued to 6 players.

2009 - Tariff wars amongst operators.

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2013 - (December) - The number of wireless connections was 886.3 million6.

2014 - (March) –With 904.51 Million wireless connections, Indian telecom sector have

attained the status of the world‟s second largest wireless network.7

1.11 MOBILE TELEPHONE (WIRELESS)

Wireless telephone segment has contributed remarkably to the growth of India‟s

telephone network. The wireless connection in India increased to 165.09 million in

March 2007 from 3.58 million in March 2001. The number of wireless connections rose

to 904.51 million in 31stMarch 2014.

1.12 RURAL AND URBAN TELEPHONES

The telephones in the rural areas have not reached the same amount of growth as

the significant growth witnessed in the urban areas. But the mobile services and new

policies have created a large number of subscribers in the rural areas. The telephone

connection had risen from 6.69 million and had the tele-density of less than 1 per cent in

2001 to 47.10 million in March 2007. The rural subscribers increased to 377.73 million

on 31st March, 2014 and the tele-density by this time was 43.96 per cent. The rural

telephones share in the total number of telephones has reached to 40.49 per cent on

31stMarch, 2014 from 18.43 per cent in 2001. The telecom sector of India has witnessed

a continuous increase in the number of telephones in the rural areas marking a

considerable development.
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1.13 TELE-DENSITY

Telecom has penetrated into every nook and corner of India including rural areas,

which is indicated by the increasing telephone users‟ population in India. The survey

reports that there are a number of telephones in every 100 population. The ensuring

characteristics are given by an analysis about the tele-density in India.

 The total tele-density assessed was 3.58 per cent in March 2001, which had gone

up to 75.23 per cent in31st March, 2014. Thus, there had been a continuous

improvement in the overall tele-density of the country.

 The rural tele-density, which was below one per cent in March 2001, had gone up

to 43.96 per cent at the end of March 2014.

 The urban tele-density, on the other hand, had increased from 10.37 per cent to

145.78 per cent during the fore said period.

 The wireless tele-density had increased from 0.35 per cent to72.94 per cent during

the same period.

 The private tele-density had increased from 0.38 per cent to 63.45 per cent during

the same period.

1.14 STATE-WISE TELEPHONE NETWORK

The government has introduced mobile number portability (MNP) which helps

the mobile telephone users to retain their old mobile telephone numbers when they

change their mobile network operator. India has 22 telecom circles in the state wise

services of the different telecom circles are explained in the Table 1.3.
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TABLE 1.3
State-wise Telephone Network Subscriber Base
Wireless + Wireline Subscribers (in Million)
Telecom Circle December March Tele-density Net Growth Rate
2013 2014 March 14 Additions (%)
Andhra Pradesh 67.72 69.19 79.52 1.48 2.18
Assam 15.23 15.46 48.74 0.23 1.53
Bihar 59.55 61.97 46.10 2.42 4.06
Delhi 45.25 45.69 226.85 0.44 0.96
Gujarat 55.05 56.23 90.54 1.18 2.14
Haryana 21.01 21.75 81.44 0.74 3.53
Himachal Pradesh 7.39 7.37 105.59 -0.02 -0.21
Jammu and
Kashmir 7.78 8.13 66.80 0.34 4.39
Karnataka 56.69 56.64 92.45 -0.05 -0.09
Kerala 34.26 34.01 96.19 -0.25 -0.73
Madhya Pradesh 55.86 56.58 56.04 0.73 1.3
Maharashtra* 72.82 74.9 91.30 2.09 2.86
Mumbai* 33.16 33.95 (combined) 0.77 2.32
North East 9.73 9.55 69.97 -0.18 -1.85
Orissa 25.01 25.47 60.90 0.46 1.84
Punjab 31.63 32.43 107.22 0.8 2.54
Rajasthan 51.94 53.57 75.39 1.63 3.13
T.N. (incl.
Chennai)8 77.22 78.09 111.14 0.87 1.13
U.P.(E)* 75.42 77.78 57.27 2.36 3.13
U.P.(W)* 48.02 49.30 (combined) 1.28 2.66
Kolkata* 22.96 22.15 69.72 -0.82 -3.56
West Bengal* 41.49 42.80 (combined) 1.30 3.14
All India 915.19 933.01 75.23 17.80 1.95
Source: The Indian Telecom Services Performance Indicators, January - March, 2014,
New Delhi, India, 30th July, 2014, p.5.
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A state-wise population statistics are available. According to its report, Arunachal

Pradesh, Meghalaya, Manipur, Nagaland, Mizoram, and Tripura have been included in

North East Circles and Andaman-Nicobar and Sikkim have been included in the West

Bengal circles. During the quarter, Jammu and Kashmir Ring has been recorded the upper

most development rate of 4.39 per cent and Bihar (4.06%). Kolkata Circle

demonstrations the weakening rate of 3.56 per cent during the quarter ending of March

2014.

1.15 TELECOM REGULATORY AUTHORITY OF INDIA (TRAI)

There came an unavoidable necessity for separate individual regulation when the

private service providers entered the Indian telecom. In 1997, the Telecom Regulatory

Authority of India (TRAI) was passed in the Parliament of India. The Telecom

Regulatory Authority of India Act, 1997, as it was called, was introduced for regulating

telecom services, fixation and revision of tariffs for telecom services, which were done

by the Central Government earlier.

The work of TRAI is to create and develop good conditions for growth of

telecommunications in India. It must be done so successfully as to enable India to achieve

a status of a leading role player in the global information society, which is emerging. To

create good environment through a clear policy for promoting a level field for playing the

role and facilitating fair competition is one of the prime objectives of TRAI. A number

of regulations, orders and directions have been made by TRAI in order to achieve its

above mentioned objective. TRAI has to do so to deal with the problems faced by it as

well as to make the necessary directions for the gradual development of Indian telecom
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market and transform it from Government owned monopoly into a multi service

organization involving multi-operator with open competitive market. A wide range of

things like tariff, interconnections, quality service, governance of authority and so on

have been covered by the directions, orders and regulations made by TRAI.

An ordinance, which was effective from 24th January 2000, has been passed to

amend the TRAI for the Telecommunications Dispute Settlement and Appellate Tribunal

(TDSAT) to take over the adjudication and disputes from TRAI. The aim of establishing

TDSAT is to adjudicate the disputes between a licenser and a licensee, between two or

more service providers, between a service provider and a group of consumers and to hear

and deal with the appeals against the directions, decisions and orders of TRAI. Thus the

prime work of TRAI is to create and develop an environment for the fast growth of the

telecommunication sector in India. TRAI has provided a clear policy environment, which

is one of its major objectives. A regular orders and directions have been issued by TRAI

for tariff, inter-connections, direct home (DTH) services and mobile number portability.

An ordinance was passed to constitute the Telecom Disputes Settlement Appellate

Tribunal (TDSAT) in 2000 through an amendment act of 1997. The main aim for

establishing TDSAT is strengthening the regulatory framework by releasing TRAI from

adjudications and disputes settlement functions. TNSAT has to resolve the dispute

between parties, licensor and licensee and service provider and consumer and the like.

The directions orders given and decisions made by TRAI can be challenged by appealing

to TDSAT.
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1.16 CONSUMERS’ SATISFACTION IN MOBILE PHONE SERVICES

1.16.1 Current Scenario

In the competitive business world, which changes the total economy of our

country, offering the best satisfactory services to the existing consumers and the new

consumers is a challenging task to the service providers. Consumer is the king of today‟s

market is one of the directives to every service provider. Consumer satisfaction is an

extent to which consumers are happy with the products or services provided by a

business. It is an important concept in business because happy consumers are those who

are most likely to place repeated orders and exploit or explore the full range of services

offered. The consumer satisfaction depends on the performance of the product after

purchase. A Market starts with the consumer and ends with the consumer satisfaction.

The satisfaction of the consumers becomes the most important goal of a business

enterprise. The key to ensure consumer preference lies in understanding the consumer,

his likes and dislikes, his expectation and motivations.9 If the service provider is unable

to satisfy the consumers, they will switch over to another service provider. There are so

many strategies to promote and develop the business but all are expensive ones. Offering

quality service so as to promote the business is the best of strategies but at the same time

it should be inexpensive. Mobile phone services have become an essential and important

role for communication in the modern days. Mobile phone communication is a part of

telecommunication, which comes in the form of oral communication. Mobile phone is a

modern device which has become popular with increasing reduction in prices and

improved functionality. Mobile phone service facilities are easy and faster means of
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communication and one can communicate with others and manage the business anywhere

at any time at a reasonable cost of services. In addition to telephony, modern mobile

phone services also support a wide variety of other services such as customer care

services, MMS, email, Internet access, short-range wireless communications (infrared,

Bluetooth), business applications and others. Hence, the mobile phone service providers

are to be very alert and highly sensitive to the needs of the consumers in order to retain

them in their circle. These services reflect the imperative of consumers‟ satisfaction in

mobile phone services.

Telecom sector is a vast and diversified industry and needs a huge capital as

investment. The competitors of this industry should be such that they can meet that

demand. The top ten countries having huge subscriber base in the world are China, India,

United States of America, Russia, Indonesia, Brazil, Japan, Germany, Italy and Pakistan

respectively. In India, the telephone connections have been started with only a capacity

of 700 lines. But, today‟s mobile communication growth is 904.19 million connections

and overall telecommunication growth is 933.01 million lines of connections as on

31stMarch 2014.

The liberalization of the Indian telecom sector has made necessary changes in the

communication system. The competition of the communication sector among the service

providers is very severe. Communication plays an important role as life blood in our

human life. Further, communication has become a basic infrastructure. This has a great

influence on our economy and trade too.

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1.17 AREA PROFILE

Sivagangai District is one of the administrative districts of the state of Tamil Nadu

in Southern India. Sivagangai is the district headquarters of Sivagangai District. It is

bound by Pudukkottai district on the North east, Tiruchirapalli District on the North,

Ramanathapuram District on the South east, Virudhunagar District on the South west and

Madurai District on the west.

In 2011, the population of Sivagangai District was 1,339,101 with a ratio of sex of

1,003 female for every 1,000 male.10 Sivagangai District is a fertile land with an area of

4,233 km2. The district has six taluks in two revenue divisions in which there are 12

Panchayat unions, 12 town Panchayats, 445 village Panchayats, 38 revenue firkas and

521 revenue villages. Of the total population of the district 6,68,672 are male and

6,70,429 are female. There are 9,59,744 literates in the district, out of which male and

female are 5,26,304 and 4,33,440 respectively.

This district has one university in Karaikudi in the name of the Patron Vallal

Alagappa Chettiar, sixteen arts and science colleges, nine professional colleges (one

Medical college and eight colleges of Engineering and Technology), ten polytechnic

institutions, one physiotherapy college and eighteen teacher training institutions. There

are fifty six higher secondary schools, eighty five high schools, hundred and forty seven

middle schools, nine hundred and eighty six primary schools, fifty six pre-primary

schools, six schools for special education and nineteen institutions for other professional

education. It has hundred and eighty four commercial banks, eighty seven rural banks
 20

and twelve co-operative banks, twenty large scale industries and fifteen small scale

industries functioning.

The vast majority of the workforce (72.80%) is dependent on agriculture. The

principal crop of Sivagangai District is paddy. The soil of the district in majority is red.

The other crops that are grown are sugarcane, groundnut, pulses, millets and cereals.

Tamil Nadu Agricultural University plans to set up the State's first Red Soil Dry land

Research Centre in Sivagangai District soon.

1.18 STUDY AREA

The present study is an effort to analyse the market structure of mobile phone

services and consumer satisfaction towards mobile phone services of BSNL in

Sivagangai District. The taluks of Karaikudi, Tiruppattur, Devakottai, Sivagangai,

Manamadurai and Ilayankudi of the district have been taken as the representative regions

of Sivagangai District. In the study area the BSNL mobile phone service providers are

providing various services. This research pertains to the improvements like customer

care service, call service, billing service, network service, value added service and other

factors. Those services are influencing the consumers to become mobile subscribers in

more numbers and the consumers‟ satisfaction level is rapidly growing in the study area.

1.19 PROFILE OF BHARAT SANCHAR NIGAM LIMITED (BSNL)

The services rendered by mobile phone service providing companies are very

essential. Without the service providers, the customers‟needs will not get fulfilled. There

are various service providers by the mobile companies. A tough competition exists
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among the service providers in capturing the markets as well as the minds of the

consumers. This chapter presents in brief the profile of the BSNL as a service provider.

Bharat Sanchar Nigam Ltd. (BSNL) was incorporated on 15.9.2000 and got the

right to begin business which was effective from 19th September, 2000. The work of

providing telecom services and management of network throughout the country was

taken over by the BSNL excluding the metro cities like Delhi and Mumbai form the

former service providing department of the Government of India namely the department

of Telecom Services and Telecom Operation on 1.10.2000 according to a MoU

(Memorandum of Understanding) agreement signed between the BSNL and the

Government of India. BSNL is a Government Company under Section 617 of the

Companies Act, 1956 coming under the control of Government of India‟s Ministry of

Communication and Information Technology and Department of Telecommunications.

The Government of India holds the whole share capital of (BSNL) company and

the share holding pattern is that 100 per cent of the share capital of the company is held

by government of India. It is not listed with stock exchanges. The authorized capital of

BSNL is 7,500 crores which has been divided into (1,000,00,00,000) one thousand

crores as equity shares at 10/- each and (750,00,00,000) seven hundred and fifty crores

as preference shares of 10/-each and also 5,000/- crores as paid up share capital of

equity shares and 7,500/- crores of preference share capital.

1.19.1 Ambition of BSNL

i.To became a leading telecom service provider in India with a global presence.
 22

ii.Creating a customer focused organization with excellence in sales, marketing and

customer care.

iii.Leverage technology providing affordable and innovative products/ services across

customer segments.

iv.To provide a conducive work environment with a strong focus on performance

v.Establishing efficient business processes enabled by I.T.

1.19.2 Main Services Offered

Bharat Sanchar Nigam Ltd. (BSNL), the seventh largest telecommunication

company, provides a thorough range of telecom services in India. As the communication

service provider, BSNL is the oldest and the longest company in India. As the customer

base, the company has 117 million customers in January, 2014. The company provides

service all over India, but the metropolitan cities of Mumbai and New Delhi have been

managed by Mahanagar Telephone Nigam Limited (MTNL). The Indian public enterprise

BSNL has established BSNL mobile, a mobile phone service provider which was

previously known as Cell One- Both pre-paid and post-paid as well as many value added

services by BSNL mobile.

1.19.3 Basic and Limited Mobile Telephone Services

In the basic telephone services BSNL is a leading service provider. BSNL had

more than 20.45 million direct exchange lines and more than 2.702 million will telephone

connections on 31st March 2013. The introduction of a number of attractive tariff package

and plans has strengthened further its subscriber base.

 23

1.19.4 Cellular Mobile Telephone Services

A total number of 31,097 cities and towns with a subscriber base of over 9,850

crores on 31st March 2013 and out of which 9,520 crores cellular telephones were in

pre-paid segment was covered by BSNL‟s GSM Technology Based cellular Network.

1.19.5 Internet Services

By post-paid service with the brand name „Net one‟ and by pre-paid with the

brand name “sancharnet”, Dial up internet services to the customers are offered by

BSNL. The post-paid is offered through CLI (Command-Line Interface) based access

service and sancharnet is offered through local call basis all over India to ISDN

(Integrated Services for Digital Network) and PSTN (Public Switched Telephone

Network) customers. IP/MPLS (Internet Protocol/ Multi-Protocol Label Switching) based

core is used by BSNL to offer world class IP/VPN (Internet Protocol / Virtual Private

Network) services to its customers in keeping pace with the various latest values added

services. VPN service based on MPLS offered by BSNL is a very truthful service for

corporate. Since, it cuts down the cost involved and the complexity in setting up VPNS

for customers networking. The total internet customer base 31st March 2014 has been

251.59 Million.

1.19.6 Intelligent Network

A value added services to customers of fixed lines and mobile lines are provided

by BSNL Intelligent Network. The services offered, at present, by BSNL are Toll Free

Phone service (TFS), Premium Rate Service (PRM), India Telephone Card (ITC) now

called Universal ITC, Account Card Calling (ACC), Virtual Private Network (VPN),
 24

Universal Access Number (UAN), tele-voting, Universal Personal Number and Prepaid

Fixed line general and PCO (FLPP General and FLPP PCO). From all Indian Telecom

Operators one can access to the Toll free Service (TFS) and Universal Access Number

(UAN). A facility of per second pulse and new value added services have been

introduced through the Indian Telephone card throughout the country.

These value added services have been provided from five new technology IN

platforms (Four General purpose IN and One Mass Calling IN) at Ahmadabad,

Bangalore, Kolkata, Lucknow and Hyderabad.

1.19.7 Broadband Services

BSNL launched its broadband services on 14-01-05 under a brand name “BSNL

BROADBAND”. It offers a high speed internet access with speed from 256 Kbps to 24

Mbps. Ever since the broadband network has been started BSNL is continuously

expanding this service to meet the fresh demand for it throughout India and as on

31.03.2013 gross customer base BSNL had was 99,27,430 with capacity of 1,00,18,202.

The services provided by BSNL are:

i. High Speed Internet Connectivity.

ii. Virtual Private Network (VPN) service over broadband.

iii. Dial VPN services to MPLS / VPN customers.

iv. IPTV (Internet Protocol television) services.

v. Games on Demand Service.

vi. VVoBB (Video and Voice over Broadband)

vii. Entertainment portal.

 25

1.19.8 Development of Rural Telecom Network

BSNL in its network as on 31st March 2013 had 66, 54,430 rural telephone

connections

1.19.8.1 Village Public Telephones (VPTs)

BSNL has taken unstinting efforts to make the slogan „Connecting India, a reality,

by providing VPTs in 5, 77,882 villages with in 31.3.2013 according to the Census 2011.

1.19.8.2 Public Telephones

BSNL Network has 7,96,171 PCOs, out of which about 4,49,463 PCOs having

STD/ISD (Subscriber Trunk Dialing / International Subscriber Dialing), 15,661 highway

PCOs on 31st March 2013. BSNL has got 2,818 internet dhabas as on 31-03-2013.

1.19.9 Network Management

BSNL has to make a sturdy state of infrastructure that will provide with its

customers stable and superior services. BSNL made operational the MLLN (Managed

Leased Line Network) network in 200 cities in May 2004 and it provided 22,000 circuits

on this network.

This has provided a high level of stability to the leased circuits and capability to

offer N X 64 Kbps circuits. Keeping in view of the increasing demand of leased circuits,

the network is expanded to cover about 50 more localities and additional capacity at

many existing areas is also provided. To improve the operational efficiency of CCS

signaling, stand-alone signaling transfer point (SSTP) equipment is being obtained. This

will also enable the Company to measure signaling traffic of other operators, who are
 26

using its signaling network for the exchange of messages, especially regarding cellular

services. BSNL has got more than 6.99 lakhs route kilometers of optical fiber network

in the country and has installed capacity of more than 10.7 million lines for the TAX

meant for the STD/ISD network.

1.19.10 Competitors

The Brand Trust Report, published by Trust Research Advisory, has ranked

BSNL in the 65th position of the list of most trusted brands. BSNL is competing with

more than ten mobile operators in the entire India. Aircel, Airtel, Idea, Loop Mobile,

Reliance Communications, Tata DoCoMo, Uninor, Videocon, Virgin Mobile, Quadrant,

MTS and Vodafone are its strong competitors.

1.20 SIGNIFICANCE OF THE STUDY

The consumers‟ satisfaction is the main goal of every business organization. In

this competitive business scenario, each activity starts and ends with the consumers. In

the present situation, telecommunication has become the lifeblood for every business

activity. There is a heavy competition among the service providers in this industry. In

spite of a well-established network and supporting infrastructure certain service providers

weren‟t able to compete in the market due to lack of quality consumers service and

satisfaction. Promotional initiatives have not yielded, fruitful results due to poor

consumer satisfaction. There is a significant difference between the services offered by

different companies, there is more chance for the subscriber to prefer one service

provider, who satisfies him or her by service. So, it is highly essential for the service

provider to know the influence of different demographic variables that influence the

satisfaction level of the consumers to win them over. This study could aid the BSNL in
 27

its developmental programmes. The present study has some innovative aspects towards

the consumers‟ satisfaction of BSNL mobile phone services. The mobile phone

consumers have some particular expectations, likes and dislikes. This study concentrates

on the various reasons for the satisfaction of the consumers.

1.21 STATEMENT OF THE PROBLEM

Bharat Sanchar Nigam Limited (BSNL) is India‟s leading telecommunication

provider and the country‟s largest public sector firm. BSNL provides local exchange

access and domestic longdistance services through a network of more than 45 million

access lines covering most of India. It also offers wireless communications, data and

Internet services as well as business voice and data services. The BSNL Companyas still

under the Government, as one of India‟s other large phone companies. There are so many

other telecommunication service providers such as Bharti, Hutchison Essar Ltd, Reliance,

Vodafone, Idea cellular, Aircel, MTNL, Spice, and Tata Indicom and so on offering

variety of services. In spite of strict competition, BSNL is occupying an important

position in the minds of Indian public.

In recent times, the country has undergone tremendous changes and has

experienced higher rates of growth economically, industrially and technologically.

Increasing infrastructure facilities for telecommunication industry have created more and

more competition in the field of telecommunication industry. Bharat Sanchar Nigam

Limited enjoys wide network and extensive coverage including in the remote areas.

BSNL is very popular throughout the country. In spite of many existing competitors in

telecommunication field, BSNL is able to compete more effectively because of its

valuable services such as mobile phone services, landline services and broadband
 28

services. Therefore, the present study has been undertaken to know about the services

offered by BSNL mobile phone services and also the satisfaction of consumers towards

these services of BSNL.

1.22 OBJECTIVES OF THE STUDY

The overall objectives of the present study are analysed the consumers‟

satisfaction towards mobile phone services of BSNL in Sivagangai District, Tamilnadu.

The specific objectives of the study are given below:

1. To study the consumers‟ awareness of BSNL mobile services in Sivagangai

District.

2. To examine the consumers‟ attitude towards BSNL mobile services in the district.

3. To measure the level of consumers‟ satisfaction on BSNL mobile services in the

study area.

4. To identify the factors influencing the consumers‟ satisfaction on BSNL mobile

services.

5. To list out the factors affecting the consumers‟ satisfaction on BSNL mobile

services and

6. To offer suitable suggestions based on the study.

1.23 SCOPE OF THE STUDY

In this study, attempts have been made to find out the reasons for the purchase of

mobile phone services and what exactly influences consumers in the selection of a

particular mobile service provider. This study is done in the six taluks of Sivagangai

District in Tamilnadu. This research includes collection of data from variety of people
 29

from different walks of life and an assessment has been made of the influences of various

variables on consumers. Efforts have been made to understand the usage patterns of

mobile phone consumers and the reasons for their satisfaction.

1.24 OPERATIONAL DEFINITION OF CONCEPTS

1.24.1 Auto Answering
A setting in modems enables them to answer incoming calls over the phone lines

automatically.

1.24.2 Accurate Billing Information

The consumers are responsible to ensure that the billing information is accurate. If

there is any change, the consumers have to promptly notify the accuracy of billing

information.

1.24.3 Bandwidth

Data transfer rate the amount of data that can be carried from one point to another

in a given time period (usually a second). This kind of bandwidth is usually expressed in

bits (of data) per second (bps). In computer networking it refers to the data rate supported

by a network connection or interface.

1.24.5 Communication

The term communication, in the present study, refers to the exchange of ideas

with the help of BSNL mobile phone services.

1.24.6 Consumers

The term consumers refer to those persons who possess the mobile phone services

for availing of the various services offered by BSNL Company within the services.
 30

1.24.7 Customer Care

Customer care is the provision of service to consumers before, during and after a

purchase. In broader terms it refers to systems in the business place that will maximize

the consumers‟ satisfaction with their business. Customer care is vital to any business

because if the consumers are satisfied and happy, so are the profits and the sales figures.

1.24.8 Consumers Service

Consumer service refers to the formulation, de-formulation, technical consulting

and testing of most consumer products and services. Consumer service is a series of

activities designed to enhance the level of consumers‟ satisfaction the feeling that a

product or service has met the consumers‟ expectation.

1.24.9 Call Diverting

Call Diversion is a facility to divert incoming calls to another fixed line or mobile

telephone.

1.24.10 Call Rates

The call rates are charged for every call and certain ranges are changed. It is

called as low call rate as many callers call other numbers, mobile landline and so on pay

much. It is premium rate because the free phone local calls make the rates cheap for the

callers.

1.24.11 Call Conference

When the consumers want to speak to a group of people, over the phone at a time

call conference can be used. When they want to make discussions with others and chat
 31

with friends simultaneously, it is useful six people can have teleconference by pressing a

few buttons.

1.24.12 Call Waiting/Call Hold

The user can be connected to two lines simultaneously with one mobile phone.

When a user is already on a line and if there is another incoming call, it is indicated by a

beeping tone. Then the user can move on to the other line or even make the outgoing call

by putting the first caller on hold.

1.24.13 Call Forwarding

If for some reason the users are unable to attend a call, then the call can be

diverted either to landline or their voice mail box.

1.24.14 Coverage

The geographical area in which a wireless network company offers mobile service

for their mobile phone subscribers in their service area and the subscribers who utilize the

clarity of coverage by connecting with others called service area coverage.

1.24.15 Dial in Service

A method of obtain access to the services provided by the computer and establish

a connection over the telephone system.

1.24.16 Dropped Calls

Dropped call is a common term used for a call using wireless mobile phone. It

terminated because of some technical reasons which include presence in a dead zone. If

the mobile phone is out of range of a wireless network an active call will be terminated
 32

since, it cannot be maintained in other company‟s network. The Signal between the

phone and the network is cut off.

1.24.17 Easy Payment Options

It is a convenient payment options only with BSNL CDMA Mobile. They can go

into any BSNL consumer service centre and make their payments by cash, credit cards or

by cheques.

1.24.18 Easy Contact

BSNL brings to its esteemed consumers CDMA Mobile Service with mobile

coverage and voice quality. The mobile service providers provide the communication

services to the consumers at anytime and anywhere in order to help the consumers get an

easy contact with others.

1.24.19 General Use

A mobile phone is a device that can make and receive telephone calls over a radio

link while moving around a wide geographic area. It does so by connecting to a mobile

network provided by a mobile phone operator by allowing access to the public telephone

network. In addition to telephony, modern mobile phones also support a wide variety of

other services such as text messaging, MMS, email, internet access, short-range wireless

communications (infrared, Bluetooth), business applications, gaming and photography.

1.24.20 GPRS

GPRS is the abbreviation for General Packet Radio Service. It is a packet

oriented mobile data service for users of Global System for Mobile Communications

(GSM) and IS-136 through mobile phones. It provides data rates from 56 up to 114 kbps.
 33

1.24.21 Internet Access

It is the means by which individual terminals, computers, mobile devices, and

local area networks are connected to the global internet. It is a source through which

users can access Internet services. Internet access is usually sold by internet service

providers (ISPs) who use many different technologies offering a wide range of data rates

to the end user.

1.24.22 Individual Bill Accuracy Measure

The clause on individual bill accuracy relates to errors large enough to

significantly distort a single bill or small number of bills, but which are not endemic or

pervasive to the TMBS. The measure records errors neither common enough nor high

enough in value to cause the overall TMBS to exceed accuracy tolerances, but which are

still important enough to require attention.

1.24.23 International Call

One can make calls around the world from India and other countries. The

international calling needs a quality services from every service providers and these

services are developing the healthy relationship between people of different countries.

1.24.24 Incoming Calls

Mobile-to-mobile incoming calls across networks countrywide may soon be free,

although users may have to pay a nominal monthly charge for the facility. If any

subscriber calls to any one‟s mobile phone number, it is also consumers anytime. One

minute during the peak hours of incoming calls. The nominal charge could be taken for
 34

the calls according to the norms and regulations. Thus, it incoming calls free for all

mobile-to-mobile callers.

1.24.25 Mobile Phone

Mobile phone is an instrument used for telecommunications, connecting one

person to another.

1.24.26 Mobile Network

A mobile network is a radio network distributed over land areas called mobiles,

which are served by at least one fixed-location transceiver, known as a mobile site or

base station. In a mobile network, each mobile characteristically uses a different set of

radio frequencies from all their immediate neighbouring mobiles to avoid any

interference.

1.24.27 Mobile Phone Rental for World Travel

For a frequent international traveller makinga short-term overseastrips,

international mobile phone rental is the best solution to save money and stay connected

on a journey.

1.24.28 Mobile Internet

In internet era, internet facilities can be obtained through these mobile phones. It

is the ability to access the internet on mobile phones. This facility has been on mobiles

for a few years now but it took a long time to load because internet speeds on mobiles are

quite slow. Mobile technology has caught up and if a mobile service is advertised as 3G

(third generation) it meant that it is capable of much faster web-browsing.

 35

1.24.29 Mobile Browsing

The use of internet facility for any purposes is known as mobile browsing. It is

the use of wireless internet browser on amobile device such as a mobile phone or PDA

(personal digital assistant).

1.24.30 Mobile Banking

Mobile Banking is a range of services, products, tools and calculators, customised

and accessible from one‟s mobile.

1.24.31 Mobile TV

Mobile TV is a generic term used to describe the delivery of video content to a

mobile phone handset. Mobile TV users are able to watch the programs they know such

as sports events, favorite shows, newscasts and so on wherever they may be. Thanks to

the combination of the portability of their handset and the wireless delivery.

1.24.32 Net Banking

Net banking is a facility provided bythe bank to its consumers who don‟t have

much time to visit the bank again and again. One can do transactions from his home and

can request for cheque book, balance inquiry, download statement, and can check his

record of last years which bank can't provide him earlier.

1.24.33 Network Coverage

Network coverage is an area limit from where one can make calls with complete

clarity. BSNL CDM provides such a world class technology with unbreakable network

coverage that spans all over India, except Delhi.

 36

1.24.34 Network Connectivity

It is a connection of a computer network both physical wired or wireless and

logical protocol and an individual device to a network, such as the internet or LAN. In

web it is referred to how the company receives its bandwidth and how it is connected to

the provider.

1.24.35 On-Line Billing

An e-commerce payment system facilitates the acceptance of electronic payment

for on-line transactionsis known as electronic data. On-line facility provided by some

banks or merchants that enables consumers to receive and paybills through a computer or

telephone.

1.24.36 Outgoing Calls

Outgoing calls are those that are used in public network lines and for which the

company incurs a charge. Amount to be paid would be informed to the consumers later

either by post or through SMS or messages.

1.24.37 Pre-Paid Card

It is a rechargeable card depending on the consumers. Recharge is carried out and

the amount is paid in advance. The minimum rent is payable at the time of every

recharge.

1.24.38 Post Paid Card

It means the amount is charged on monthly basis. The amount charged depending

on the usage of the mobile phone may vary from one consumer to another. The rent is

fixed on a monthly basis.

 37

1.24.39 Picture Message

Multimedia messaging service, or MMS, is a standard way to send messages that

include multimedia content from mobile phones.

1.24.40 PRBT

A ring tone or ring tone is the sound made by a telephone to indicate an incoming

call or text message. It is literally neither a tone nor an actual (bell-like) ring anymore.

The term is most often used today to refer to customizable sounds used on mobile

phones.

1.24.41 PDA (Personal Digital Assistant)

A personal digital assistant, also known as a palmtop computer, or personal data

assistant, is a mobile device that functions as a personal information manager. Current

PDAs often have the ability to connect to the Internet. A PDA has an electronic visual

display, enabling it to include a web browser.

1.24.42 Recharge Card

It is a card containing 12-digit serial number and a secret code to extend a

pre–paid account. Recharge cards for various amounts have been introduced.

1.24.43 Roaming

It is an ability to use the phone on networks other than the area network.

1.24.44 SIM Card

It means subscriber identity module and small smart card which stores unique

subscriber and user entered information such as phone book and short message.
 38

1.24.45 Short Message Service (SMS)

SMS means short message service. The GSM network provides the advantages of

sending and receiving short text messages to and from mobile handsets. An SMS contains

160 character length, including spaces punctuation and special characters.

1.24.46 Signal Reception Quality

All signals hold reflections/ghosting or interference that we call noise. Noise will

cause the loss of data. The noise will be low if the quality is high or good. Signal quality

is the quality of the signal and not pixel or picture quality

1.24.47 Telephone Diary

It is a book listing the names, addresses, and telephone numbers of subscribers in

a particular area.

1.24.48 Transmission

It is transference of force between machines or mechanisms, often with changes

of torque and speed

1.24.49 Tariff

Tariff means a tax imposed on imported goods and services. Tariffs are used to

restrict trade, as they increase the price of imported goods and services, making them

more expensive to consumers. They are one of several tools available to shape trade

policy.
 39

1.24.50 Unwanted Text Message

The TCPA and the FCC‟s rules ban many text messages sent to a mobile phone

using an auto dialer. These texts are banned unless, one previously has given consent to

receive the message or the message is sent for emergency purposes. This ban applies

even if one has not placed one‟s mobile phone number on the national Do-Not-Call list of

numbers and telemarketers must not call.

1.24.51 Voice Clarity

Voice clarity means hearing and understanding clearly and easily.

1.24.52 Voice Mail Service

The user may miss a call. Voice mail service helps the caller to convey what he

wants through a voice mail.

1.24.53 Voice Activated Dialogue

In telecommunications, Interactive voice response (IVR) allows consumers to

interact with a company‟s host system via a telephone keypad or by speech recognition,

after which they can service their own inquiries by following the IVR dialogue. IVR

systems deployed in the network are sized to handle large call volumes.

1.24.54 Voice-Mail (also known as voicemail, voice message or voice bank)

Most mobile phone services offer voice-mail as a basic feature. Many corporate

PBKs [private branch exchange] include versatile internal voice-messaging services and
 40

*98 Vertical service code subscription is available to most individual and small business

land line subscribers.

1.24.55 World Wide Web (WWWor W3)

The WORLD WIDE WEB (abbreviated as WWW or W3, commonly known as

the web), is a system of interlinked hypertext documents accessed via the Internet. With a

webbrowser, one can view web pages that may contain text, images, videos, and other

multimedia, and navigate between them via hyperlinks.

1.24.56 Wireless Application Protocol (Wap)

Surf WAP enables website from internet using this service.

1.25 LIMITATION OF THE STUDY

1. The study is undertaken from the consumer point of view only and so others are

not included.

2. This study covered a sample of 90 consumers from each taluk.

3. The majority of the respondents did not maintain proper records. Hence, the facts

and information were provided by the respondents form their memory.

4. Since some of the respondents were hesitant to provide data and information, this

study is likely to suffer from non-sampling error.

5. There was much variation in the information given by the sample respondents and

the information found in the official records

6. This study has not covered workers‟ satisfaction level.

7. The study covers only one district of Tamilnadu.

 41

1.26 CHAPTER SCHEME

The present study contains seven chapters under the title“Consumers‟ satisfaction

towards mobile phone service of BSNL in Sivagangai District, Tamilnadu”.

The First Chapter is dedicated to „Introduction of the Study‟. This chapter also

includes the present study that has been reported through seven chapters. This chapter

also includes introduction tocommunication, role of communication, types of

communication, telecommunication, wireless telecommunications, evaluation of mobile

communication from 1G to 4G, mobile phone services in world level, Indian

telecommunication, telephone network, history of mobile phones in India, mobile

telephone (wire line and wireless), rural and urban telephones, tele-density, telephone

network in state wise, Telecom Regulatory Authority of India (TRAI), consumer

satisfaction in mobile service, area profile, study area, profile of Bharat Sanchar Nigam

ltd. (BSNL), competitors, significance of the study, statement of the problem, objectives

of the study, scope of the study, operational definitions, limitation of the study, chapter

scheme, and summary of the chapter.

The second chapter discusses the review of literature of the study on BSNL. This

chapter also contains discussion about consumer awareness about the mobile phone

services and consumers‟ attitude, level of satisfaction, factors influencing, factors

affecting and opinion. They can be seen under the headings entitled objectives which are

based through well-structured questionnaires of the chapter.

 42

The third chapter deals with the research methodology. It analyses the

introduction of research, justification for choosing the topic, reason about selection of the

area for the study, hypotheses of the study, research design, data collection, period of

study, field study, pilot study, sampling design, non-probability sampling, probability

sampling, proportionate stratified random sampling, probability/random sampling,

sampling size, statistical tools applied, tabulation and classification of data, framework of

analysis and data analysis, reliability on the consumer satisfaction towards mobile phone

services of BSNL in Sivagangai District, Garrett‟s ranking technique, F test or analysis of

variance (ANOVA), Kolmogorov-Smirnov test (KS – Test), chi-square test, student „t‟

Test and summary of the chapter.

The fourth chapter deals the profile of consumers and their awareness of BSNL

Mobile services. This chapter deals with the consumers‟ profile and their expectations,

service providers, service offers. They are summarised in the data‟s. Thereafter the

structure lengthens a great extent followed by applying the statistical data namely,

percentage analysis in order to facilitate fast analysis and easy interpretation and

summary of the chapter.

The fifth chapter has an analysis of consumer attitude and their level of

satisfaction towards mobile services. It also deals with the consumers‟ attitude and

relationship between the mobile phone services provided by the service providers. The

consumers‟ satisfaction levels are analyzedand suitable findings are arrived at the study

applying the statistical data namely, percentage analysis, garret ranking and F test and

summary of the chapter.

 43

The sixth chapter deals with opinion of the consumers towards influencing and

affecting factors. The analyses of the empirical findings have been presented in the

chapter with the help of the theoretical framework. The chapter is divided into two

sections namely factors influencing and factors affecting the services of mobile phone

consumers in the study area. Subsequently, the influencing and affecting factors are

analyzed through applying the statistical data namely, rotated factor matrix with

communalities and compared with select personal factors and influencing and affecting

factors which have been used in Kolmogorov-Smirnov test. Consumers‟ opinions are

compared with personal factors of consumer‟s in the study area of Sivagangai District.

The individual consumers‟ opinion, as inherited is examined using student “t” test and

summary of the chapter.

The seventh chapter deals with Summary, conclusions and suggestions. Being the

concluding chapter it discusses the summary of the major findings of the study.

Suggestions have been made to solve the issue faced by the BSNL mobile phone

services. In the final chapter, has the identification of certain areas and recommendation

of them for future study.

 44

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Service Providers - with Special Reference to Tiruppur District, Tamilnadu”
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Mobile Phone Services in Tirupati”, International Journal of Management and
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