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1 lNTHODUCTlON

8haraL Sanchar nlgam LlmlLed (known as 8SnL lndla ommunlcaLlons
orporaLlon LlmlLed) ls a publlc secLor LelecommunlcaLlon company ln lndla 8haraL
Sanchar nlgam LLd formed ln CcLober 2000 ls Worlds 7Lh largesL
1elecommunlcaLlons ompany provldlng comprehenslve rangeof Lelecom servlces ln
lndla Wlre llne 3C , moblle CS, ,oblle lnLerneL 8roadband arrler
servlce ,9LSv9nvS1 vol9 servlces ln Servlces eLc WlLhln a span of flveyears lL
has become one of Lhe largesL publlc secLor unlL ln lndla 8SnL has lnsLalled CuallLy
1elecom neLwork ln Lhe counLry and now focuslng on lmprovlng lL expandlng Lhe
neLwork lnLroduclng new Lelecom servlces wlLh l1 appllcaLlons ln vlllages and
wlnlng cusLomers confldence 1oday lL has abouL 473 mllllon llne baslc Lelephone
capaclLy 4 mllllon WLL capaclLy 201 ,llllon CS, apaclLy more Lhan 37382 flxed
exchanges 18000 81S 287 SaLelllLe SLaLlons 480196 8km of Cl able 63730 8km
of ,lcrowave neLwork connecLlng 602 lsLrlcLs 7330 clLles/Lowns and 33 Lakhs
vlllages lL ls lndlas largesL LelecommunlcaLlon company wlLh 24 markeL share as
on ,arch 31 2008 lLs headquarLers are aL 8haraL Sanchar 8hawan Parlsh handra
,aLhur Lane !anpaLh new elhl lL has Lhe sLaLus of ,lnl8aLna a sLaLus asslgned Lo
repuLed publlc secLor companles ln lndla 8SnL ls lndlas oldesL and largesL
ommunlcaLlon Servlce 9rovlder (S9) urrenLly has a cusLomer base of 73 mllllon
as of !une 2008 lL has fooLprlnLs LhroughouL lndla excepL for Lhe meLropollLan clLles
of ,umbal and new elhl whlch are managed by ,1nL

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2.AOUT THE PHODUCT AND lNDUSTHY
218kCAD8AND INDUS1k
1he lnLerneL and more so Lhe broadband lnLerneL have revoluLlonlzed Lhe
way we llve and work as never before lL has opened up undreamL of posslblllLles lLs
poLenLlal for more new posslblllLles ls growlng aL unprecedenLed speed ?ou could
never have lmaglned LhaL a cardlovascular surgery could be conducLed under llve
vldeo supervlslon and guldance of a surgeon slLLlng ln a far off place Cr ln Lhe
forelgn exchange caplLal markeL LransacLlon of sale and purchase of lmporLanL
currencles worLh bllllons and Lrllllons of dollars dally could Lake place ln a maLLer of
seconds Such examples can be mulLlplled Lo no end ll Lhls has become posslble
wlLh Lhe advenL of broadband lnLerneL
8roadband lnLerneL ls llke a wlde hlghway LhaL allows for speedy and smooLh Lrafflc
for Lhousands of vehlcles runnlng ln many dlrecLlons round Lhe clock 8roadband
lnLerneL has been faclllLaLed by saLelllLe Lransmlsslon of daLa 1hls klnd of
Lransmlsslon allows many modes of communlcaLlon ?ou can Lransfer your daLa
conLalnlng lengLhy flles of LexLs phoLographs muslc vldeo audlo graphlcs and
dlfferenL klnds of plcLures ?ou can also make lnsLanL flnanclal LransacLlons or [usL
exchange pleasanLrles 8roadband faclllLaLes all Lhls Lhrough encrypLlon and
decrypLlon Lechnlques whlch secure your prlvacy

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ompare broadband lnLerneL and dlalup modem connecLlons and you wlll qulckly
see how slow Lhe dlalup paradlgm ls lmaglne uploadlng a long ebook or a
9hoLoshop flle wlLh a dlalup modem connecLlon lL Lakes ages as lL were n ordlnary
muslc flle LhaL can be Lransferred ln seconds Lhrough broadband lnLerneL Lakes many
mlnuLes vla a dlalup modem connecLlon 8roadband lnLerneL enables you Lo Lransfer
your daLa 10 Lo 20 Llmes fasLer 1hrough broadband lnLerneL Lhe daLa can be
Lransferred ln Lhe speed range of 236kb/sec Lo 10kb/sec 1he Lransmlsslon Lakes
place lnsLanLaneously aL Lhe cllck of Lhe mouse
s lf LhaL wasnL enough Lhe speed aL whlch new Lechnologles are belng lnducLed
lnLo Lhe fleld of broadband lnLerneL wlll make lL more useful Lhan ever before
1he 8eg|nn|ngs of 8roadband
Slnce Lhe early 2000's broadband has gone from sLrengLh Lo sLrengLh and avallable
speeds have become fasLer and fasLer lnlLlally lL was slow Lo Lake off due Lo Lhe few
companles LhaL provlded broadband access and Lhe hlgh cosL Lo Lhe consumer s
lnLerneL Servlce 9rovlders (lS9's) grew so dld Lhe compeLlLlon s Lhe compeLlLlon
grew Lhe prlces sLarLed Lo drop and became affordable Lo Lhe consumer causlng a
huge growLh ln 8roadband for Lhe home
8roadband becomes Ma|nstream
now LhaL Lhere are more and more lS9's lL has become a buyers markeL 1here are

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now more people uslng 8roadband hlghspeed lnLerneL servlce ln Lhelr homes Lhan
Lhere are uslng dlalup lor Lhe people who already have 8roadband lL's always
worLh checklng ouL some of Lhe newesL deals as lS9's Lry and grab a blgger plece of
Lhe ple
8roadband 1oday and 8eyond
WlLh Lhe lnLerneL growlng aL exponenLlal raLes and more and more appllcaLlons
relaLed Lo 8roadband access becomlng avallable such as dlglLal phoLos downloadlng
muslc downloadlng movles and hlgh speed gamlng wlLh people you have never
even meL Lhe fuLure for 8roadband appears very brlghL noL only ls 8roadband
access growlng ln Lhe home buL for buslness use also ,ore and more buslnesses are
uLlllzlng 8roadband access Lo help Lhelr growLh 1here are even broadband lnLerneL
soluLlons for hoLels and vacaLlon resorLs so people can sLay ln Louch whlle away from
home Cur chlldren are growlng up where 8roadband and lnLerneL usage ls
commonplace [usL llke Lhe wlreless radlo or Lelevlslon were commonplace Lo some
of us when we were growlng
1hls hlsLory of Lhe broadband ls broughL Lo you by SklnLLarlffscom Lhe money
savlng slLe provldlng access Lo Lhe laLesL cheap broadband deals Way back before
Lhe days of 8roadband and fasL speed lnLerneL Lhe connecLlon was vla home
Lelephone wlres a sysLem called dlalup" and ls sLlll used by Lhose wlLh no
broadband access or Lhose noL wlshlng Lo by Lled Lo a conLracL wlLh a broadband
provlder

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1he lnLerneL has been avallable Lo Lhe publlc slnce 1983 and lL was a furLher
17 years before broadband was lnLroduced
1he dlal up sysLem was very slow and as more and more slLes goL blgger and
lncorporaLed Lhlngs llke flash sound vldeo and downloads 1hls slow speed
prevenLed people from fully uLlllzlng Lhe lnLerneL and lLs capablllLles of Lransferrlng
daLa and offerlng downloads Lo Lhe consumer
s well as Lhe speed lssue Lhe dlal up came wlLh Lhe lnconvenlence of lL
Laklng up full use of Lhe Lelephone llne and people had Lo keep dlsconnecLlng and
reconnecLlng lf oLher members of Lhe household wlshed Lo use Lhe Lelephone unless
Lhey had lnsLalled a separaLe phone llne Lo use Lhe lnLerneL from
1he year 2000 saw Lhe lnLroducLlon of broadband glvlng users speeds Len
Llmes fasLer Lhan dlal up wlLhouL dlsrupLlng Lhelr Lelephone usage onsumers Lhen
had Lhe ablllLy Lo download flles songs 1v shows and movles aL greaLer speeds and
wlLh more convenlence
lnlLlally Lhe cosL of broadband was raLher hlgh and so Lhe adopLlon of Lhls new
Lechnology was slow Cnce prlces became more compeLlLlve and lnLerneL servlce
provlders began Lo compeLe wlLh each oLher on Lhlngs llke offerlng Lhe fasL
broadband Lhe besL heavy use" broadband and besL broadband bundles


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TYcs noAoaANo lNTcnNcT
4 D|g|ta| Subscr|ber L|ne (DSL)
Lransforms copper Lelephone llnes lnLo powerful carrlers of dlglLal daLa SL
uses Lhe same copper wlres LhaL carry volce Lrafflc Lo your Lelephone Lo
carry hlghspeed daLa
4 ab|e modems
Laps lnLo Lhe same cable 1v company llnes LhaL dellver 1v plcLures and
sound Lo your 1v seL ,odems usually are placed nexL Lo your compuLer
4 J|re|ess
Lyplcally made up a anLennaLoanLenna sysLems commonly called
quoLflxedwlrelessquoL sysLems
4 Sate|||te
dlrecL broadcasL saLelllLe (8S) companles llke lrec1v and LchoSLar as well
as new companles focuslng only on lnLerneL connecLlons
8kCAD8AND IN INDIA
8roadband ls regularly growlng ln Lhe lndlan markeL 1here
are many players ln Lhe broadband markeL whlch are provldlng broadband Lo
corporaLe and dlrecL Lo home 1o lncrease broad band connecLlvlLy lndlan
governmenL lssues 8ellance 8roadband pollcy 1he broadband pollcy lncludes Lhe
deflnlLlon Lhe 1echnology and oLher lmporLanL aspecL of broadband ln lL ln lndla

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Lhere are a large number of people who are uslng lnLerneL buL Lhe number of people
who use broadband ls much smaller Lhan lL
UkkLN1 1kLNDS IN 8kCAD8AND MAkkL1
lnLerneL usage ls growlng sLrongly ln lndla wlLh more and more users preferrlng Lo
use lL for paylng bllls banklng emall muslc download sLock Lradlng educaLlon
medlcaLlon local classlfleds google map enLerLalnmenL Lravel [ob and maLrlmonlal
search eLc SL ls one of Lhe ma[or broadband access Lechnologles (almosL 73 per
cenL) buL now lL ls loslng markeL share Lo wlreless broadband
,oblle markeL ls expandlng aL a phenomenal raLe and wlLh lesser or no growLh ln
wlrellne volce a cross over Lo moblle broadband looks llke a vlable opLlon 1hls ls
malnly because access devlces cosL ls decreaslng conslderably ln Lhe compeLlLlve
smarLphone markeL 8esldes Lhls Lhe governmenL of lndla has gone a sLep furLher by
announclng avallablllLy of low cosL 9 LableLs (ln Lhe range of $33 Lo $30) by mld
2011 Some of Lhe noLable developmenLs ln lndlan broadband space are
O 8roadband subscrlber base ls 103 mllllon as on SepLember 2010
O urrenL household peneLraLlon ls 3 whlch ls lnadequaLe conslderlng Lhe
mlddle class and hlgh class populaLlon of lndla
O ,oblle markeL ls conLlnulng Lo grow aL an annual raLe of 40
O CS, ls Lhe domlnanL moblle Lechnology wlLh 80 markeL share and resL wlLh
, maklng lL ldeal base for mlgraLlng Lowards L1L based wlreless servlces

College of engineeiing,Tiivanuium Page 8

O lndla flnally held lLs much anLlclpaLed LransparenL aucLlon Lo asslgn 3C and
8W specLrum whlch wlll seL Lhe ball rolllng for a compeLlLlve and ublqulLous
wlreless broadband markeL
O CperaLors already lnlLlaLed Lalks wlLh ma[or neLwork vendors llke Samsung
Lrlcsson ,oLorola Z1L and Puawle Lo dlscuss plans for lmplemenLlng 3C
4C Lechnology
1nL 1C 10 8kCAD8AND kCVIDLkS IN INDIA
1 8SNL
8haraL Sanchar nlgam LlmlLed (8SnL) Lops Lhe llsL wlLh a 232 mllllon subscrlber base
and a markeL share of 3313 1he faclllLles and lnfrasLrucLure offered by 8SnL are
on par wlLh any oLher advanced counLrles vldeo mulLlcasLlng audlo and vldeo
conferenclng are all accesslble Lo Lhe subscrlbers Lhrough lLs Subscrlber Servlce
SelecLlon SysLem (SSSS)
2 M1NL
,1nL ls Lhe nexL ln llne and has a rlch subscrlber base of 039 mllllon and covers
1336 of Lhe markeL share Powever ,1nL funcLlons only ln elhl ,umbalandn8
3 A|rte| 8roadband
1he nexL poslLlon on Lhe ladder ls Laken by lrLel 8roadband whlch en[oys a
subscrlber base of 038 mllllon subscrlbers and a LoLal markeL share of 1323 lrLel
has Lhe dlsLlncLlon of belng Lhe foremosL lncorporaLed Lelecom flrm ln sla wlLh lLs
operaLlons spread ln lndla Srllanka and 8angladesh


College of engineeiing,Tiivanuium Page 9

4 1he nathway ab|e 8roadband
1hls company occuples Lhe fourLh poslLlon ln Lhe llsL and ls well known for lLs
servlces 1he maln hlghllghL of Lhls company ls PaLhway cable lnLerneL servlce lles on
Lhe able shoulders of CSlS (aLa Cver able Servlces lnLerface SpeclflcaLlons) 1hls
has been known Lo provlde beLLer servlces ln Lerms of proLecLlon as compared Lo lLs
compeLlLors
3 1ata 8roadband
WlLh a subscrlber base of over 193000 subscrlbers ln lndla 1aLa communlcaLlons
has made a mark ln Lhe markeLs by seLLlng up exLenslve coverage and dlsLrlbuLor
base
6 ke||ance 8roadband
1hls ls one flrm whlch ls consLanLly relnvenLlng lLself Lo provlde value added servlce
Lo lLs subscrlber base of 83000 users
7 ou 8roadband
?ou 8roadband ls a parL of ?ou 1elecoms and ls one of Lhe flrsL llcensed lnLerneL
flrm and also en[oys a subscrlber base of around 146000 users
8 S|fy 8roadband
WlLh a cusLomer base of abouL 34000 cusLomers Slfy broadband has been
successful ln provldlng servlces LhaL are deslgned Lo maLch Lhe assorLed and varled
needs of Lhe cusLomer
9 As|anet Data||ne 8roadband
slaneL communlcaLlons has a cllenL base of 43000 and offers an exLenslve range

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of broadband for home and corporaLe use
10 nIL Infote| onnect
onnecL ls Lhe broadband servlce offered by PlL lnfoLel lL uses Lhe SL (lglLal
Subscrlbers Llne) Lechnology whlch makes lL prompL and hence many Llmes fasLer
as compared Lo Lhe normal dlalups
SLkVIL kCVIDLk MAkkL1 SnAkL


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MAkkL1 SnAkL 8 SU8SkI1ICN 8ASL










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228nAkA1 SANnAk NIGAM LIMI1LD (8SNL I
PHOFlLE
C,9n? n,L 8haraL Sanchar nlgam LLd
PLCu81L8S 8haraL Sanchar 8hawan
Parlsh handra ,aLhur Lane
!anpaLh new elhl
ClllL ln CCP 8LP8 CCP 8LP8 SS
S11uS ,lnl 8aLan (a sLaLus asslgned Lo repuLed
publlc secLor companles ln lndla)
lCunL 19Lh cenLury lncorporaLed 2000
CWnL8 CovernmenL of lndla
lNTcncsTiNc FAcTs:
There are 2 million BSNL mobile connections in rural
India (a record, no other connection is as Iamous as bsnl
in rural areas)
BSNL is the 1
st
company to introduce 3G in INDIA.
BSNL supplies phone lines to all other network such as

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Airtel,VodaIone etc.
Largest pan India coverage-over 11000 towns & 3 lakh
Villages.
India`s No. 1 wireless service provider with more than 50 Million customers.
An incredible speed oI 2mbps is only oIIered by BSNL
The only Mobile service available through out the
country including Jammu and Kashmir and North
Eastern states like Arunachal Pradesh, Nagaland,
Mizoram etc.
THE SNL SEHVlCES
OBSNL LANDLNE
OPHONE PLUS SERVCE
ONEW TELEPHONE CONNECTON
OPERMANENT CONNECTON
OCONCESSON N RENTALS
OSHFT OF TELEPHONE
OTRANSFER OF TELEPHONE
OTELEPHONE TARFF
OBSNL MOBLE
OPOSTPAD
OPREPAD
OUNFED MESSAGNG

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OGPRS/WAP/MMS
ODEMOs
OTARFF
OSMS & BULK SMS
OBSNL WLL
ONTERNET SERVCES
ONETWORK
OBROADBAND
OTYPES OF ACCESS
OW-F
OCO-LOCATON SERVCE
OBSNL WEB HOSTNG
ONTERNET TARFF
ODAL UP NTERNET
OSMS& BULK SMS

OBSNL BROADBAND
OREGSTER ONLNE
OTARFF
OFAQ
OCHECK USAGE
OBSNL MPLS-VPN
OSDN
OSDN
OTARFF
OLEASED LNE
OLEASED LNE
OTARFF
ONTELLGENT NETWORK

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OFREE PHONE SERVCE
OPREMUM RATE SERVCE
ONDA TELEPHONE CARD
OVRTUAL PRVATE NETWORK (VPN)
OVOCE VPN
OUNVERSAL NUMBER
OUNVERSAL PERSONAL NUMBER
OTELE VOTNG
OVDEO CONFERENCNG
OOVERVEW
OTARFF
OFAQ
OAUDO CONFERENCNG
OOVERVEW
OTARFF
OFAQ
O NET
OOVERVEW
OSERVCES ON NET
OUSNG ON NET
O NET CONNECTONS
OTARFF

OTELEX/ TELEGRAPH
OTELEX/ TELEGRAPH
OTARFF
OEPABX
OEPABX

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OFREE EPABX
OTARFF
OCENTREX
OCENTREX TARFF
OHVNET
ORABMN
ONMARSAT
OKU-BAND
OTRANSPONDER
O 3G SERVICES
O !ST!ID
O !RE!ID
O TRIFF
3G DT
O DT C&ICTI
O R
O IRST
O EL! DESK
O DS!T SERVICE
O GLL CFERECIG
EL! DESK


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8SnL launched aLa Cne broadband servlce ln !anuary 2003 whlch shall be
exLended Lo 198 clLles very shorLly 1he servlce ls belng provlded on exlsLlng copper
lnfrasLrucLure on SL2 Lechnology 1he mlnlmum speed offered Lo Lhe cusLomer ls
236 kbps aL 8s230/ per monLh only SubsequenLly oLher servlces such as v9n
,ulLlcasLlng vldeo
onferenclng vldeoonemand 8roadcasL appllcaLlon eLc wlll be added keeplng
Lhe global neLwork of neLworks neLworked Lhe counLrywlde lnLerneL Servlces of
8SnL under Lhe brand name 8SnL 88C8n lncludes lnLerneL dlal up/ Leased llne
access Ll based access (no accounL ls requlred) and lS servlce for web
browslng and Lmall appllcaLlons ?ou can use your dlalup sancharneL accounL from
any place ln lndla uslng Lhe same access no '172233' Lhe faclllLy whlch no oLher lS9
has 8SnL has cusLomer base of more Lhan 17 mllllon for sancharneL servlce 8SnL
also offers Web hosLlng and colocaLlon servlces aL very cheap raLes
lSn lnLegraLed Servlce lglLal neLwork Servlce of 8SnL uLlllzes a unlque dlglLal
neLwork provldlng hlgh speed and hlgh quallLy volce daLa and lmage Lransfer over
Lhe same llne lL can also faclllLaLe boLh deskLop vldeo and hlgh quallLy vldeo
conferenclng lnLelllgenL neLwork lnLelllgenL neLwork Servlce (ln Servlce) offers
valueadded servlces such as
r lree phone servlce l9P

College of engineeiing,Tiivanuium Page 8

r lndla 1elephone card 9repald ard
r ccounL ard alllng
r vlrLual 9rlvaLe neLwork v9n
r 1elevoLlng
r 9remlum 8ae Servlce 98,
r unlversal ccess number un and more
lneL lndla s x23 based packeL SwlLched 9ubllc aLa neLwork ls operaLlonal ln 104
clLles of Lhe counLry lL offers x23 x28 leased x28 lal up (9S1n)onnecLlon and
frame relay servlces
Leased Llne 8SnL provldes leased llnes for volce and daLa communlcaLlon
for varlous appllcaLlons on polnL Lo polnL basls lL offers a cholce of hlgh medlum and
low speed leased daLa clrculLs as well as dlalup llnes 8andwldLh ls avallable on
demand ln mosL clLles ,anaged Leased Llne neLwork (,LLn) offers flexlblllLy of
provldlng clrculLs wlLh speeds of nx64 kbps up Lo 2mbps useful for lnLerneL leased
llnes and lnLernaLlonal 9rlnclple Leased lrculLs (l9Ls)
ellular ,oblle Servlce 8SnL's CS, cellular moblle servlce ellone has a
cusLomer base of over 32 mllllon ellone provldes all Lhe servlces llke ,,S C98S
volce ,all Lmall ShorL ,essage Servlce (S,S) boLh naLlonal and lnLernaLlonal
unlfled messaglng servlce (send and recelve emalls) eLc ?ou can use ellone ln over
160 counLrles worldwlde and ln 270 cellular neLworks and over 1000 clLles/Lowns
across lndla lL has goL coverage ln all naLlonal and SLaLe Plghways and Lraln rouLes

College of engineeiing,Tiivanuium Page 9

ellone offers all lndla 8oamlng faclllLy Lo boLh prepald and posLpald cusLomers
(lncludlng ,umbal elhl)
WLL 1hls ls a communlcaLlon sysLem LhaL connecLs cusLomers Lo Lhe 9ubllc
SwlLched 1elephone neLwork (9S1n) uslng radlo frequency slgnals as a subsLlLuLe for
convenLlonal wlres for all or parL of Lhe connecLlon beLween Lhe subscrlbers and Lhe
Lelephone exchange
r ounLrywlde WLL ls belng offered ln areas LhaL are nonfeaslble for Lhe normal
neLwork
r Pelplng relleve congesLlon of connecLlons ln Lhe normal cable/wlre based neLwork
ln urban areas
r onnecLlng Lhe remoLe and scaLLered rural areas
r LlmlLed moblllLy wlLhouL any alrLlme charge

SNL noAoaANo TAnirr
9osL 9ald 8roadband 1arlff
9romoLlonal Schemes and Cffers
O LxLenslon of 9romoLlonal scheme allowlng 13 days unllmlLed lree
ownload" Lo Lhe
new cusLomers 8eglsLerlng up Lo 13042010
O 9romoLlonal scheme Lo offer double 8andwldLh Speed

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O Speclal 8ellef Scheme S,Pn
INI1IAL AND C1nLk nAkGLS
Ll,l1L uSCL 9LnS ( 8oLh for Pome 8uslness users )
O 88 SLandalone
9lans
O 88 C,8C 9lans O 88 PlCP S9LL 9lans

UNLIMI1LD USAGL LANS
O 88 9lans for
Pome users
only
O SLandalone 88 9lans for boLh
Pome 8uslness users

O ombo 88
9lans for
boLh Pome
8uslness
users

O LlmlLed /unllmlLed 88 9lans for ommon Servlce enLres (Ss)
O 8ural uSCl 88 9lans (LlmlLed /unllmlLed) for 8ural Pome ll 8ural
O CL 88 9LnS lC8 WPlP nC l8LSP 8LClS181lCn WLl 01042010
O 1emporary 8roadband onnecLlon

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O basls LhaL ls acLual number of days of connecLlon worklng sub[ecL Lo Lhe
commlLmenL of mlnlmum perlod of hlre
O 1he cusLomer wlll have cholce Lo selecL Lhe modem Lype of hls cholce buL
sub[ecL Lo avallablllLy
O lor Lhe cusLomers who have elLher procured Lhe modem or have Laken Lhe
modem under Lhe commlLLed perlod plan Lhe modem charges shall noL be
appllcable
O lor Lhe broadband plans where free modem ls offered Lo Lhe cusLomer wlll
be sub[ecL Lo LhaL Lhe cusLomer commlLs for a perlod of 12 monLhs and pays
Lhe necessary charges ln advance ln Lhls case Lhe modem shall be Lhe
properLy of Lhe cusLomer and wlll noL be requlred Lo reLurn ln case of
surrender
O Pome plan can be Laken on 8fones ln name of CovernmenL/company buL
acLually worklng aL resldences of Lhelr employees n underLaklng shall have
Lo be glven by Lhe cusLomer ln Lhls regard
O Subscrlbers havlng Lelephones ln Lhe name of ompany flrms shops
educaLlonal lnsLlLuLes or any oLher commerclal enLlLy can Lake only 8uslness
9lan 1hey are noL ellglble for Pome unllmlLed 9lans
O 1he Larlffs of all Lhe 8roadband plans menLloned above are ln addlLlon Lo Lhe
normal ,onLhly charges/ usage charges of Lhe 8fone excepL combo plans

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O 20 dlscounL on 8roadband servlces (usage and 8enLal) Lo CovernmenL
Lmployees (enLral CovernmenL/ SLaLe CovernmenL/ 9Sus) and Lo vlsually
lmpalred cusLomers of boLh exlsLlng / new connecLlon
O 1he rebaLe ln llxed ,onLhly charges wlll be granLed on proporLlonaLe basls lf
Lhe 8roadband servlces remaln lnLerrupLed /faulLy for conLlnuous more Lhan 3
days
O lor all Lhe plans ynamlc l9 addresses only wlll be glven ln case where Lhe
provlslon of sLaLlc l9 address has been made one addlLlonal sLaLlc l9 address
can also be offered [ 8s 1300/ per annum
O lor 8roadband plans where bandwldLh ls 1,bps or more Lhe upllnklng wlll be
maxlmum up Lo 768 kbps
O 8llllng for Lhe servlce wlll be lncluded ln Lhe normal 8fone (Landllne 9hone)
blll 1he bllllng cycle shall be same as 8fone bllllng cycle ,onLhly renLal wlll
be collecLed ln advance and usages charges wlll be ln arrears
O 1he Larlffs menLloned above are excluslve of servlce Lax
O ll oLhers Lerms and condlLlons wlll remaln same as lssued earller from Llme Lo
Llme






College of engineeiing,Tiivanuium Page

THc MAnKcTiNc STnATccics or .S.N.L:
SLaLerun 8SnL ls looklng for Lleups wlLh blg reLall chalns ln Lhe counLry Lo sell
lLs producLs and servlces under an aggresslve markeLlng sLraLegy
1he company ls lnvlLlng proposals from lnLeresLed reLall chalns dlrecLly or Lhrough
consorLlum Lo sell 8SnL's producLs and servlces from Lhelr ouLleLs
senlor offlclal of Lhe 9uS sald LhaL Lhe lnlLlal agreemenLs wlll be enLered lnLo
wlLh Lhe successful reLall chaln or wlLh Lhe lead parLner of a consorLlum for Lwo
years whlch can be exLended furLher as per performance 8SnL has operaLlons
across lndla excepL elhl and ,umbal
1he reLall chalns wlll geL upfronL paymenL for baslc commlsslon and dlscounLs
ranglng from 8s 130 Lo 8s 1300 1he chalns need Lo have a mlnlmum 30 ouLleLs and
panlndlan operaLlons wlLh annual Lurnover of mlnlmum 8s 30 rore for Lhe pasL Lwo
years 1he ouLleLs wlll sell Sl,s lnsLrumenLs and oLher Lelecom producLs and wlll
have Lo verlfy cusLomer ldenLlLy as per Lhe governmenL norms ll blank usLomer
appllcaLlon forms supplled by 8SnL wlll have Lo be collecLed by Lhe reLall company
afLer belng fllled by cusLomers along wlLh requlslLe paymenL and ldenLlLy proofs and
verlfled by auLhorlsed slgnaLory
1he auLhorlsed slgnaLory shall be responslble for verlfylng cusLomers ldenLlLy
proofs along wlLh ls 8eLall chalns wlll also need Lo malnLaln llsL of LransacLlons
walLlng llsLs whlch wlll be converLed Lo exchange walL llsL and merged on dally basls
8SnL whollyowned by Lhe governmenL has been Lrylng Lo sell lLs producLs and
servlces aggressively to customers with a strong marketing Iocus.

College of engineeiing,Tiivanuium Page

MAnKcTiNc OaJccTivc.

1he ulLlmaLe ob[ecLlve of any markeLlng acLlvlLy ls Lo saLlsfy Lhe cusLomers and
Loday even a sLep ahead le 'dellghLlng' Lhe cusLomers for whlch cusLomers are
offered someLhlng beyond Lhelr expecLaLlons from Lhe servlce or Lhe producL
1he ob[ecLlve belng Lo acqulre and reLaln Lhe cusLomers who should conLlnually feel
LhaL Lhey are geLLlng more value of Lhe money Lhey are deparLlng wlLh
,arkeLlng ls Lhe esLabllshmenL developmenL malnLenance and opLlmlzaLlon of
longLerm muLually valuable relaLlonshlps beLween consumers and organlsaLlon
Successful ,arkeLlng of 8SnL focuses on undersLandlng Lhe needs and deslres of
Lhe cusLomers and achlevlng Lhem by placlng Lhese needs aL Lhe hearL of buslness by
lnLegraLlng Lhem wlLh Lhe organlsaLlon sLraLegy people Lechnology and buslness
processes L lLs mosL baslc ,arkeLlng lnvolves cusLomers organlsaLlons and
relaLlonshlps and Lhe comblnaLlon creaLes Lhe need for Lhe managemenL
8SnL markeLlng ls abouL creaLlng a compeLlLlve advanLage by belng Lhe besL
aL undersLandlng communlcaLlng and dellverlng and developlng exlsLlng cusLomer
relaLlonshlps ln addlLlon Lo creaLlng and keeplng new cusLomers 1he concepL of Lhe
producL llfe cycle ls glvlng way Lo cusLomer llfe cycle focuslng on developlng
producLs LhaL anLlclpaLe Lhe fuLure needs of exlsLlng cusLomers and creaLlng servlces
LhaL exLend Lhe exlsLlng cusLomer relaLlonshlp beyond Lhere LransacLlon llke Lhe new
3C

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1he cusLomer llfe cycle wlll focus on lengLhenlng Lhe llfe span of Lhe cusLomer
wlLh Lhe organlsaLlon raLher Lhan Lhe endurance of a parLlcular producL usLomers
have changlng needs as Lhelr llfe sLyles alLer Lhe developmenL and provlslon of
producLs and servlces LhaL conLlnuously seek Lo saLlsfy Lhose needs ls good
,arkeLlng 1he ,arkeLlng focuses greaLer aLLenLlon on how Lo dellver cusLomer
saLlsfacLlon and organlsaLlon wlll begln Lo sLrucLure lLself around cusLomer segmenLs
and noL
producL llnes 8SnL markeLlng SLraLegy wlll Lake Lhe buslness vlslon and apply lL Lo
Lhe cusLomer base
1he markeLlng process of 8SnL ls broad and lncludes all of Lhe followlng
lscoverlng whaL producL servlce or ldea cusLomers wanL
9roduclng a producL wlLh Lhe approprlaLe feaLures and quallLy
9rlclng Lhe producL correcLly
9romoLlng Lhe producL spreadlng Lhe word abouL why cusLomers should buy
lL
Selllng and dellverlng Lhe producL lnLo Lhe hands of Lhe cusLomer







College of engineeiing,Tiivanuium Page

.LlTEHATUHE HEVlEW

.1 THc AcKcnouNo:
1he foundaLlon of 1elecom neLwork ln lndla was lald by Lhe 8rlLlsh someLlme
ln 19Lh cenLury 1he hlsLory of 8SnL ls llnked wlLh Lhe beglnnlng of 1elecom ln lndla
ln 19Lh cenLury and for almosL enLlre 20Lh cenLury Lhe 1elecom ln lndla was
operaLed as a CovernmenL of lndla wlng Larller lL was parL of ersLwhlle 9osL
1elegraph eparLmenL (91) ln 1973 Lhe eparLmenL of 1elecom (o1) was
separaLed from 91 o1 was responslble for runnlng of 1elecom servlces ln enLlre
counLry unLll 1983 when ,ahan agar 1elephone nlgam LlmlLed (,1nL) was carved
ouL of oL Lo run Lhe Lelecom servlces of elhl and ,umbal lL ls a well known facL
LhaL 8SnL was carved ouL of eparLmenL of 1elecom Lo provlde level playlng fleld Lo
prlvaLe Lelecoms SubsequenLly ln 1990s Lhe Lelecom secLor was opened up by Lhe
CovernmenL for 9rlvaLe lnvesLmenL Lherefore lL became necessary Lo separaLe Lhe
CovernmenLs pollcy wlng from CperaLlons wlng 1he CovernmenL of lndla
corporaLlzed Lhe operaLlons wlng of oL on CcLober 01 2000 and named lL as 8haraL
Sanchar nlgam LlmlLed (8SnL)8SnL operaLes as a publlc secLor

.2 VlSlON, MlSSlON AND OJECTlVE
VlSlON:
To become the largest telecom service provider in Asia.

College of engineeiing,Tiivanuium Page

MlSSlON:
To provide world class state-oI-art technology telecom services to its customers
on demand at competitive prices. To provide world class telecom inIrastructure in its
areas oI operation and to contribute to the country`s economy.
OaJccTivcs:
r 1o be a lead 1elecom servlces provlder
r 8ulld cusLomers confldence Lhrough quallLy and rellable servlces
r 9rovlde bandwldLh on demand
r onLrlbuLe Lowards
O naLlonal plan LargeL of 10 crore subscrlber base for Lhe counLry by 2010
O 8roadband cusLomers base of 20 mllllon ln Lhe counLry by 2010
O 1elephone ln all vlllages
O lmplemenLaLlon of 1rlple play as a regular commerclal proposlLlon
. AcHicvcmcNTs or .S.N.L:
World's 7 Lh largesL lndla's no1 1elecommunlcaLlon company
473 mllllon llne baslc Lelephone capaclLy 4 mllllon WLL capaclLy 201
,llllon CS, apaclLy 287 SaLelllLe SLaLlons 7330 clLles/Lowns and 33
Lakh vlllages
1he presenL Lurnover of 8SnL ls more Lhan 8s331820 mllllon (uS $ 8
bllllon) wlLh neL proflL Lo Lhe Lune of 8s99390 mllllon (uS $ 226 bllllon)
for lasL flnanclal year

College of engineeiing,Tiivanuium Page 8

lndla's fourLh largesL Lelecom company as on ,arch 2010
8SnL ls a company whose cash reserves aL 8s 38000 crore equals Lhe
Lurnover of lndla's 12Lh largesL llsLed company
8SnL ls a company LhaL has so much Lelecom lnfrasLrucLure and real esLaLe
LhaL lL ls valued by some esLlmaLes aL 8s 400000 crore
lf 8SnL were Lo llsL Loday lL would be lndla's mosL valued company wlLh a
23 lead on number Lwo
8SnL ls a company LhaL has a larger Lelecom neLwork Lhan any oLher
player ln Lhe secLor
8SnL ls a company LhaL operaLes ln a buslness LhaL wlll always be
fundamenLal Lo Lhe llves of people
.A NATioNAL ANo iNTcnNATioNAL imAcc or .S.N.L:

8haraL Sanchar nlgam LLd formed ln CcLober 2000 ls Worlds 7Lh
largesL 1elecommunlcaLlons ompany provldlng comprehenslve range of Lelecom
servlces ln lndla Such as Wlre llne , moblle CS, ,oblle lnLerneL 8roadband
arrler servlce ,9LSv9n vS1 vol9 servlces ln Servlces eLc WlLhln a span of flve
years lL has become one of Lhe largesL publlc secLor unlL ln lndla 8SnL has lnsLalled
CuallLy 1elecom neLwork ln Lhe counLry and now focuslng on lmprovlng lL
expandlng Lhe neLwork lnLroduclng new Lelecom servlces wlLh l1 appllcaLlons ln
vlllages and wlnlng cusLomers confldence 1oday lL has abouL 473 mllllon llne baslc
Lelephone capaclLy 4 mllllon WLL capaclLy 201 ,llllon CS, apaclLy more Lhan

College of engineeiing,Tiivanuium Page 9

37382 flxed exchanges 18000 81S 287 SaLelllLe SLaLlons 480196 8km of Cl able
63730 8km of ,lcrowave neLwork connecLlng 602 lsLrlcLs 7330 clLles/Lowns and
33 Lakhs vlllages 8SnL ls Lhe only servlce provlder maklng focused efforLs and
planned lnlLlaLlves Lo brldge Lhe 8uralurban lglLal lvlde l1 secLor ln facL Lhere ls
no Lelecom operaLor ln Lhe counLry Lo beaL lLs reach wlLh lLs wlde neLwork glvlng
servlces ln every nook corner of counLry and operaLes across lndla excepL elhl
,umbal WheLher lL ls lnaccesslble areas of Slachen glacler and norLheasLern
reglon of Lhe counLry 8SnL serves lLs cusLomers wlLh lLs wlde bouqueL of Lelecom
servlces 8SnL ls numerous operaLor of lndla ln all servlces ln lLs llcense area 1he
company offers wlde ranglng mosL LransparenL Larlff schemes deslgned Lo sulLe
every cusLomer 8SnL cellular servlce ellone has more Lhan 178 mllllon cellular
cusLomers garnerlng 24 percenL of all moblle users as lLs subscrlbers 1haL means
LhaL almosL every fourLh moblle user ln Lhe counLry has a 8SnL connecLlon ln baslc
servlces 8SnL ls mlles ahead of lLs rlvals wlLh 331 mllllon 8aslc 9hone subscrlbers
le 83 per cenL share of Lhe subscrlber base and 92 percenL share ln revenue Lerms
8SnL has more Lhan 23 mllllon WLL subscrlbers and 23 mllllon lnLerneL usLomers
who access lnLerneL Lhrough varlous modes vlz lalup Leased Llne lS ccounL
Less lnLerneL(Ll) 8SnL has been ad[udged as Lhe number one lS9 ln Lhe counLry
8SnL has seL up a world class mulLlglgablL mulLlproLocol convergenL l9
lnfrasLrucLure LhaL provldes convergenL servlces llke volce daLa and vldeo Lhrough
Lhe same 8ackbone and 8roadband ccess neLwork L presenL Lhere are 06
mllllon aLaCne broadband cusLomers 1he company has vasL experlence ln

College of engineeiing,Tiivanuium Page

9lannlng lnsLallaLlon neLwork lnLegraLlon and ,alnLenance of SwlLchlng
1ransmlsslon neLworks and also has a world class lSC 9000 cerLlfled 1elecom
1ralnlng lnsLlLuLe Scallng new helghLs of success Lhe presenL Lurnover of 8SnL ls
more Lhan 8s331820 mllllon (uS $ 8 bllllon) wlLh neL proflL Lo Lhe Lune of 8s99390
mllllon (uS $ 226 bllllon) for lasL flnanclal year 1he lnfrasLrucLure asseL on
Lelephone alone ls worLh abouL 8s630000 mllllon (uS $ 1437 bllllon) 8SnL plans Lo
expand lLs cusLomer base from presenL 47 mllllons llnes Lo 123 mllllon llnes by
ecember 2007 and lnfrasLrucLure lnvesLmenL plan Lo Lhe Lune of 8s 733 crores
(uS$ 1667 mllllon) ln Lhe nexL Lhree years 1he Lurnover naLlonwlde coverage
reach comprehenslve range of Lelecom servlces and Lhe deslre Lo excel has made
8SnL Lhe no 1 1elecom ompany of lndla

.SFUTUHE PHOSPECTS OF .S.N.L:
8SnL ls undergolng a LransformaLlon 8SnL has planed four broad changes Lo be
lmplemenLed over Lhe nexL Lwo years
8aLher Lhan spllL Lhe organlsaLlon accordlng Lo dlvlslons (flnance markeLlng
and so on) spllL lL accordlng Lo verLlcals (flxed moblle enLerprlse and new
buslnesses)
morph from a neLworkLechnologles company Lo a salesorlenLed company
8ulld Lhe 8SnL brand
use l1 Lo sLreamllne buslness processes

College of engineeiing,Tiivanuium Page

esplLe Lhe dlsLresslng numbers ln Lhe evolvlng envlronmenL landllne mlghL sLlll
have a buslness 1he boundary beLween flxed and moblle ls converglng very fasL
When lL comes Lo dellverlng daLa enLerLalnmenL and volce on Lhe same neLwork
flxed llnes score over wlreless ppllcaLlons llke moblle 1v have had llmlLed appeal
among users and operaLors because of lL specLrumhogglng properLles
lor a player llke 8SnL whlch has copper and flbre already ln place across Lhe counLry
for volce broadband and oLher servlces llke l91v (1v vla landllne) can rlde pllllon no
oLher lndlan Lelecom player even comes close on a naLlonal scale 1helr coverage ls
mosLly selecL 8harLl for lnsLance offers lL ln 93 clLles LhaL have Lhe hlghesL revenue
poLenLlal as ldenLlfled by lL 1aLa and 8ellance do Lhe lasL mlle mosLly on wlreless
8uL reachlng everywhere ls noL enough 8SnL sLlll has Lo creaLe a markeL Lhere and
a proflLable one aL LhaL for broadband and l91v 1radlLlonally creaLlng markeLs has
never been 8SnL's sLrengLh 8uL lf lL can crack Lhe markeLlng and leverage lLs
exlsLlng neLwork lLs landllne llablllLy can become an asseL agaln

3.6 SWOT ANALYSIS
STHENGTH
1. LsLabllshed organlzaLlon wlLh governmenL supporL
2 8eLLer coverage of neLwork
3Slnce Lhey have large number of Lelephone exchanges
So LhaL Lhey can glve more sLress on adverLlsemenL by
Lhere dlfferenL place exchange represenLaLlves

College of engineeiing,Tiivanuium Page

4 very much LransparenL ln bllllng for Lhe saLlsfacLlon of all
Lhe subscrlbers no hldden sysLem of bllllng
3 usLomer care cenLres for Lhe beLLer servlces ln order Lo
reduce Lhe problem of cusLomer
WEAKNESS
1. o noL provlde smooLh servlce
2 lrequenL neLwork problem
3 1rade unlon problem
4 81S dlsLurbances
3 8educe ln sales and lack of adverLlsemenL
6 Lack of aLLracLlon llke oLher provlders
OPPOHTUNlTY
1hey can modlfy Lhelr neLwork lmplemenL
21hey can glve more sLress on Lhelr because lL
ls a governmenL organlzaLlon
3 1hey can use Lhelr huge human resource and
flxed asseL
4 lnfrasLrucLure ls Lhe besL Lhan any oLher servlce
provlder
THHEAT
1 lncreaslng number of prlveL Lelecom secLors
2 1hey are provldlng smooLh and good neLwork

College of engineeiing,Tiivanuium Page

3 1hey are esLabllshlng Lhelr own Lowers ln Lhe
remoLe corners
4 1hey are engaglng conLracL servlces wlLh less
remuneraLlon
3 orrespondlng Lo revenue expendlLure ls
less from oLher servlce provlders













College of engineeiing,Tiivanuium Page

A.DATA COLLECTlON
A.1METHOD OF DATA COLLECTlON:
1here are many meLhods of daLa collecLlon ln a survey 1hese are baslcally dlvlded ln
Lwo maln Lypes of meLhods 1hese are
1 9rlmary daLa collecLlon
2 Secondary daLa ollecLlon
Primary data collection
lL ls Lhe meLhod of daLa collecLlon ln whlch Lhe markeLers collecL Lhe daLa very flrsL
Llme or we can say LhaL Lhe collecLed daLa ls fresh or flrsLhand daLa We can collecL
prlmary daLa by
lrecLly by Lhe cusLomer
8y observaLlon meLhod
8y Lelephonlc lnLervlew meLhod
8y emalllng Lhe querles eLc.
$econdary data collection
lL ls a meLhod of daLa collecLlon ln whlch Lhe collecLed daLa ls noL fresh daLa
le daLa ls collecLed from Lhe reporL of any research from lnLerneL or from any
governmenL offlces eLc 1hese Lypes of daLa collecLlon meLhods are baslcally used

College of engineeiing,Tiivanuium Page

when Lhe sample slze ls very large ln Lhls parLlcular survey l have used Lhe prlmary
daLa collecLlon meLhod Lo collecL Lhe daLa ln Lhls parLlcular meLhod l dlrecLly wenL Lo
meeL Lo Lhe cusLomers and collecLed daLa wlLh Lhe help of a quesLlonnalre
A.2lNSTHUMENTS USED:
8aslcally for Lhls pro[ecL Lhere are followlng lnsLrumenLs used
Survey quesLlonnalre
lrecL approach Lo cusLomers lnsLead of uslng any
secondary medlums Llke Lelephones or lnLerneL
Survey quesLlonnalre ls a very lmporLanL lnsLrumenL for any researcher Lo collecL Lhe
requlslLe lnformaLlon 1he quesLlonnalre helps hlm Lo geL a brlef knowledge abouL a
parLlcular sub[ecL WlLh Lhe help of quesLlonnalre furLher analysls and able Lo make
a declslon and caLegorlze each facLor presenL ln Lhe quesLlonnalre ln a proper
manner 8SnL broadband survey quesLlonnalre where each quesLlons carry equal
welghL age LhaL helped me Lo Lake my declslon ln Lhe end 1he survey quesLlonnalre
conslsL of 23 quesLlons Survey ls done on 23 bsnl broadband users and 23 people
who uses oLher broadbands





College of engineeiing,Tiivanuium Page

S.HESEAHCH ANALYSlS
S.1AGE ANALYSlS OF HOADAND USEHS
$o
Age of
customers
Percentage

1 less than 18 12
2 18-23 32
3 23-28 34
4 28-45 22
5 greater than 45 6




IN1LkkL1A1ICN
s ln graph Lhere ls resulL LhaL maxlmum number of cusLomers are exlsLlng ln LhaL
caLegory whlch has age llmlL 2328 years means Lhere ls huge poLenLlal Lo use broad
band lnLerneL
AGL ANALSIS
1 less Lhan 18
2 1823
3 2328
4 2843
3 greaLer Lhan 43

College of engineeiing,Tiivanuium Page


S.2 JO ANALYSlS OF HOADAND USEHS
$lo Occupation of
customers
Percentage
1 govt service 6.66
2 private service 33
3 business man 20.00
4 Student 40

IN1LkkL1A1ICN
From the survey there is huge capacity to use internet by student and aIter it,
the enployees working in private sector are majority in operating broad band
connection.


C8 ANALSIS CI 8kCAD8AND USLkS
govL servlce
prlvaLe servlce
buslness man
SLudenL

College of engineeiing,Tiivanuium Page 8


S.ANALYSlSOF FHEQUENCY OF USAGE OF HOADAND
$o Uses of
customers
Percenta
ge
1 At regular
intervals
9
2 once a day 30
3 twice a day 33
4 all time 27


IN1LkkL1A1ICN
nalysls of Lhls graph ma[orlLy of cusLomers are uslng lnLerneL Lwlce ln a day and
all Llme users are geLLlng percenLage same wlLh once a day so Lhere ls chance Lo
lncrease uses capaclLy ln aL regular lnLervals cusLomers and ln once ln a day.
ercentage
aL regular lnLervals
once a day
Lwlce a day
all Llme

College of engineeiing,Tiivanuium Page 9

S.AANALYSlS OF HAND NAME
$3 rand name Percentage

#eliance 27
2 Tata-Indicom 20
3 Airtel 13
4 BSNL 40



IN1LkkL1A1ICN
nalysls of Lhls graph ma[orlLy of cusLomers are uslng 8SnL broadband lnLerneL
27 of people Lake parL ln survey are uslng rellance broadbandLaLa communlcaLlon
also holds a ma[or share

ANALSIS CI 8kAND NAML
ercentage
1 8ellance
2 1aLalndlcom
3 lrLel
4 8SnL

College of engineeiing,Tiivanuium Page

S.SANALYSlS OF SOUHCE OF lNFOHMATlON AOUT THE HAND
$n Medium Percenta
ge
1 Iriends 19
2 Iamily 7
3 retailer 21
4 Advertisements 40
5 magazines or
newspapers
20


IN1LkkL1A1ICN
1here ls an adverLlsemenL only medlum Lo creaLe awareness abouL producL ln
large exLenL whlch ls Lhe sLrong polnL of Lhe 8ellance because of Lhls company ls
spendlng a loL of money on promoLlon of Lhe producL
SCUkL CI INICkMA1ICN
frlends
famlly
reLaller
dverLlsemenLs
magazlnes or newspapers

College of engineeiing,Tiivanuium Page

S.6 ANALYSlS OF PUHCHASE FACTOH



IN1LkkL1A1ICN
lrom Lhe analysls lL ls clear LhaL neL speed slgnal sLrengLh and prlce are Lhe
mosL lmporLanL purchase facLors

purchase factor
9rlce
Lasy handllng
neL Speed
Slgnal SLrengLh
vallablllLy ln sLore
1arlff plan 1arlff plan
Cffer/lscounL
$n Purchase factors Percentage
1 Price 20
2 Easy handling 3
3 Net Speed 34
4 Signal Strength 20
5 Availability in store 3
6 TariII plan. TariII plan 13
7 OIIer/Discount 7

College of engineeiing,Tiivanuium Page

S.7ANALYSlS OF CUSTOMEH SATlSFACTlON









IN1LkkL1A1ICN
8SnL has Lo lmprove on cusLomer saLlsfacLlon ,osL of Lhe cusLomers Lhlnks
LhaL Lhey wlll geL saLlsfled only lf Lhey geL beLLer servlce

ercentage
Plghly SaLlsfled
,oderaLely SaLlsfled
nelLher saLlsfled nor
dlssaLlsfled
,oderaLely lssaLlsfled
Plghly dlssaLlsfled
$atisfaction of customers Percentage
ighly SatisIied 12
Moderately SatisIied 25
Neither satisIied nor
dissatisIied
30
Moderately DissatisIied 20
ighly dissatisIied 13

College of engineeiing,Tiivanuium Page

S.B ANALYSlS OF PUHPOSE OF lNTEHNET USAGE

$l no purpose of internet
usage
Percentage
1 enLerLalnmenL 39
2 news 28
3 sLudy purpose 24
4 eLrade 9


IN1LkkL1A1ICN
lrom Lhe analysls lL ls found LhaL Lhe ma[or use of lnLerneL usage ls for
enLerLalnmenL large porLlon of people use lL for Lhelr sLudy purposes Loo and
Lhere ls a slgnlflcanL number of people who uses lnLerneL for news and eLrade llke
blll paymenL LlckeL reservaLlons eLc
UkCSL CI IN1LkNL1 USAGL
enLerLalnmenL
news
sLudy purpose
eLrade

College of engineeiing,Tiivanuium Page

S.9ANALYSlS OF DATA ACESS SPEED
s| no data acess speed percentage
1 SatisIied 11
2
Very satisIied
23
3 Iair 27
4 Poor 30
3 very poor 9


IN1LkkL1A1ICN
9eople are noL LhaL much lmpressed wlLh Lhe speed of bsnl
broadband,a[orlLy voLed LhaL bsnl ls havlng falr lnLerneL acess speed


data acess speed
SaLlsfled
very saLlsfled
falr
9oor
very poor

College of engineeiing,Tiivanuium Page

S.1D ANALYSlS OF PHlCE
s| no kIL percentage
1 SatisIied 23
2 Very satisIied 41
3 Iair 31
4 Poor 9
3 very poor 16



IN1LkkL1A1ICN
1he resulLs of analysls shows LhaL people Lhlnk LhaL Lhe prlce of bsnl broadband ls
falr and ma[orlLy ls saLlsfled wlLh Lhe currenL prlce


percentage
1 SaLlsfled
2 very saLlsfled
3 falr
4 9oor
3 very poor

College of engineeiing,Tiivanuium Page

6.SucccsTioN ANo nccommcNoATioN
Customers are expecting more value added service like internet, E-mail, Video
clips, etc. The company can make provisions Ior this.
The signal strength is weaker in interior places: service provider should increase the
signal strength.
The company can look into restructuring oI tariII to maintain competitive edge over
rivals.
The customer care centre should pay more attention in receiving and solving
customer`s complaints.
The Iree incoming calls are key Iactor Ior satisIying customer. The same strategy
should Iollow in Iuture also.
As the competitors are entering this Iield in this town the company can Iormulate
appropriate marketing strategy to retrain existing customers and to attract new
customers.
From the research study, it has been Iound out that the Customers are very
particular about the Quality oI the Telecom services and hence they want BSNL to
increase the Quality oI BSNL services by providing the Customers an attractive
instrument with new wiring connections.
BSNL may also introduce some sales promotion such as cash discounts; Quality
discounts hence the promotional activities would Iurther strengthen the market share
oI the Company.
Customer care oI BSNL needs improvement.


College of engineeiing,Tiivanuium Page

7.CONCLUSlONS
8SnL belng a publlc secLor ln order Lo Lhrlve and excel have Lo undersLand abouL
Lhe usLomers expecLaLlons
1hey also have Lo undersLand abouL Lhelr compeLlLors and Lhelr nuances ln
undersLandlng Lhelr usLomers
Slnce ommunlcaLlon lndusLry ls a very compeLlLlve one lL ls hlgh Llme for 8SnL Lo
undersLand abouL Lhelr usLomers ln Landllne as well as ,oblle servlces
Pence from Lhls reporL lL ls clear LhaL 8SnL can be Lhe besL servlce provlder ln
sla 8SnL provldes world class SLaLeofarL Lechnology Lelecom servlces Lo lLs
cusLomers on demand aL compeLlLlve prlces world class Lelecom lnfrasLrucLure ln lLs
area of operaLlon and Lo conLrlbuLe Lo Lhe growLh of Lhe counLrys economy









College of engineeiing,Tiivanuium Page 8

HEFEHENCE

1 ,arkeLlng ,anagemenL 9hllllp koLler
2 ,arkeLlng 8esearch 1oll Pawklns
3 8uslness 1oday
4 dverLlslng ,anagemenL
3 Lconomlc 1lmes
6 PlndusLan 1lmes
7. Business India
8. The indu
9. Indian express
10 ProIit India
11. Nargundkar #ajendra. Marketing #esearch, 3
rd
Edition,
Published by Tata McGraw-ill Publishing Company Limited.
Place oI publication: New Delhi Date oI publication: 2008
12. Churchill, A. Gilbert Jr Marketing #esearch-Methodological Foundation, 6
th

edition Published by The Dryden Press.Place oI publication: Orlando
Date oI publication: 1995
KOTA#I.C.#
#esearch MethodologyPublished by V.S. Lobri Ior Wishwa PrakashEight
Edition- 2004


College of engineeiing,Tiivanuium Page 9

14 wwwgooglecom
13 wwwrcomcoln
16 wwwwlklpedlacom
17 wwwbroadbandlndlacom
18 wwwgooglecom
19 mbanl hlrubhal 8ellance ommunlcaLlon 1999
20 hLLp//wwwrcomcoln/ommunlcaLlons/bouLus/abouLus_homehLml
21 8ellance communlcaLlon 1lmellne
22 hLLp//wwwrcomcoln/webapp/ommunlcaLlons/rcom/bouLus/abouLus
23 _mllesLones[sp
24. www.bsnl.co.in
25. www.bsnl.custcarecentre
26. www.wb.bsnl.co.in
27. www.bsnl.co.public
28. www.bsnl.co.wbese
29. www.bsnl.co.service
30. www.bsnl.co.network
31. www.bsnl.co.the
32. www.bsnl. co.basictariII
33. www.bsnl.co.mobiletariII
34. www.bsnl.co.datatariII
35. www.bsnl.co.internet.tariII
36. www.yahoo.com

College of engineeiing,Tiivanuium Page

37. www.bing.com
38. www.prenshall.com
39. www.scribd.com
40. www.businessworld.com















College of engineeiing,Tiivanuium Page

APPENDlX
ULS1ICNNAIkL
Name
Address
Mob||e no
.ow old are you?
a) &nder 18

b) 18-23

c) 23-28

d) 28-44

e) ~45


2 What is your sex?
a) Male

b) Female

3. What is your average monthly household income?
a) Below 50,000

b) 50,000-1,00,000

c) 1,00,000-
2,50,000

d) 2,50,000-4,00,000

e) Above 4,00,000


4.What is your occupation?
a) Government
employee

b) Business man

c) Private sector
employee

d) Student


5.Which broadband service provider is you currently using?
a) Bsnl broadband

b) Tata

c) #eliance broadband

d) Airtel broadband


6.From which Source you got the inIormation about service provider?
a) Iriends

b) Iamily

c) advertisemnen
t

d) newspaper or
magazines




7.From where you acess internet?
a) OIIice

b) ome

c) Internet caIe

d) Colleges


8.Which type oI internet are you using?
a) Dial-up

College of engineeiing,Tiivanuium Page

b) Cable modem
c) Wireless
9.ow long have you been acessing the internet?
a) 12 months

a) 12-24 months

b) 25-36 months

c) ~36 months


10.Purpose Ior your internet usage?
a) Entertainment

b) News

c) Study purpose

d) E-trade




11.ow long will u spent on net a day?

a) Once a day

b) At regular
intervals

c) Twice a
day

d) All time


12.Most important Iactor you consider when u choose a service provider?
a) Price

b) Easy handling

c) Net speed

d) Signal strength

e) Availability

I) TariII plan

g) OIIers
13.Data acess speed oI your service provider
a) SatisIied

b) Very satisIied

c) Iair

d) Poor

e) very poor


14.Do your service provider gives you Iree usage oIIers?
a) Yes

b) No

15.Price oI your service provider?
a) SatisIied

b) Very satisIied

c) Iair

d) Poor

e) very poor


16.Customer satisIaction
a) SatisIied

b) Very satisIied

c) Iair


d) Poor


e) very poor


17.#ank your service provider:
a) SatisIied

b) Very satisIied

c) Iair



College of engineeiing,Tiivanuium Page

d) Poor

e) very poor

18.Do you like to swap your service provider?
c) Yes

d) No

19.Why do you want to swap ur service provider?
a) Price

b) Lack oI
speed

c) Problems in
acessiblity


d) Problems in
customercare


20.Sugggestions?