A STUDY ON CUSTOMER STAFICATION ON 3G PERPAID SREIVCE IN BSNL [NELLORE]

Submitted by RAMIREDDY JHANSIPRIYA 1054855

Introduction Customer
A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier seller, or vendor In a survey of nearly 200 senior marketing managers, 67 percent responded that they found customer metrics very useful The slogans "the customer is king" or "the customer is god" or "the customer is always right" indicate the importance of customers to businesses although the last expression is sometimes used ironically. Difference Between Consumer and Customer Both the consumer and the customer are the people who purchase goods and commodities. They have various requirements, and are constantly looking for bargains and discounts to save money and make their purchase more economical. Despite their similarities, there are some differences in the meaning of these two terms. Consumer: Consumer is a broad term for people who are the end users of products and services that are produced in the economy. They are those who consume the products or services that they have purchased or that have been purchased for them. They use these products based on some prior knowledge; they might have heard or seen the product somewhere, and that apply this knowledge in deciding if they want to buy the goods or not. Customer: The word customer comes from the word custom, which means habit. These are people or even organizations who from you and nobody else. The shop owner or the service provider ensures that his / her customers are always satisfied. In this way, the provider and the client maintain their relationship, which implies expected purchases in the future. With this term, a slogan for customers has become very popular: the customer is always right.

Difference between Consumer and the Customer:

Consumers are prospective buyers of products they themselves consume. customers are people who purchase goods and services, but they may not use the goods themselves. Customers may buy the products and not use them personally; they may buy them to resell or buy for those who want them. Consumers are the direct users. Consumers relate primarily to an individual or a family, buying for their own requirements, while customers can be an individual, an organization or another vendor. Consumers play a role in product demand within the economy, while customers decide whether it will go or not. A customer purchases and pays for a product or service

 A consumer is the ultimate user of the product or service; the consumer may not have paid for the product or service

Customer Satisfaction
According to Philip Kotler, satisfaction is a persons feelings of pressure or disappointment resulting from products perceived performance (outcome) in relation to his or her expectations. Customer satisfaction is the level of a persons felt state resulting from comparing a products perceived performance (outcome) in relation to the persons expectations Customer satisfaction, a term frequently used in marketing is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found the "customer satisfaction" metric very useful.

Method to Measure Customer Satisfaction

Companies use the following methods to measure customer satisfaction. 1) Complaints and suggestion system: companies obtaining complaints through their customer service centers, and further suggestions were given by customers to satisfy their desires. 2) Customer satisfaction surveys Responsive companies obtain a direct measure of customer satisfaction by periodic surveys. They send questionnaires to random sample of their customers to find out how they feel about various aspects of the companys performance and also solicit views on their competitors performance. It is useful to measure the customers willingness to recommend the company and brand to other persons. 3) Lost Customer Analysis. Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. 4) Consumer Behavior Vs Consumption Behavior Consumer behavior refers to the manner in which an individual reaches decision related to the selection, purchases and use of goods and services. Walters and Paul

says that, consumer behavior is the process where by the individuals decides what, when, how and from whom to purchase goods & services. Consumer behavior relates to an individual person (Micro behavior) where as consumption behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers behavior as a study focuses on the decision process of the individual consumer or consuming unit such as the family.

Customer Satisfaction in 7 Steps

1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If youre not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. Its important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone theyve actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, youre well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers queries within the space of a few hours, but at least email or call them back and let them know youve received their message and youll contact them about it as soon as possible. Even if youre not able to solve a problem right away, let the customer know youre working on it. A good example of this is my Web host. Theyve had some trouble with server hardware which has caused a fair bit of downtime lately. At every step along the way I was emailed and told exactly what was going on, why things were going wrong, and how long it would be before they were working again. They also apologized repeatedly, which was nice. Now if they server had just gone down with no explanation I think Id have been pretty annoyed and may have moved my business elsewhere. But because they took time to keep me informed, it didnt seem so bad, and I at least knew they were doing something about the problems. That to me is a prime example of customer service. 3. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. Its very important to be friendly, courteous and to make your clients feel like youre their friend and youre there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object it happens to all of us. Its vital that you keep a clear head, respond to your clients wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly-Defined Customer Service Policy

This may not be too important when youre just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesnt work, then what? Should they contact different people for billing and technical enquiries? If theyre not satisfied with any aspect of your customer service, who should they tell? Theres nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site and anywhere else it may be useful. 5. Attention to Detail (also known as The Little Niceties) Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and arent always cost effective, but remember to do them. Even if its as small as sending a Happy Holidays email to all your customers, its something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 6. Anticipate Your Clients Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: youre working on the front-end for your clients exciting new ecommerce Endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images youve used on the site. A note accompanies it which reads: Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way. 7. Honors Your Promises Its possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients dont like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors dont always deliver on time. In this case a quick apology and assurance itll be ready ASAP wouldnt go amiss The two major factors of marketing are the recruitment of new customers (acquisition) and the retention and expansion of relationships with existing customers (base management). Marketing methods are informed by many of the social, particularly psychology, sociology, and economics. Anthropology is also a small, but growing, influence. Market research underpins these activities. Through advertising, it is also related to many of the creative arts.

CUSTOMER FOCUS: Materials are supplied as per the customers order, viz., - Quantity. - Variety. - Timely dispatched. - Type of packing. - Transport Selection. SPECIAL REQUIREMENT OF CUSTOMER: In addition to our regular products, request for special products are received. It is the endeavor of the company to see that special characteristics are in built into the products, to satisfy the specific requirement of the customer. Some of the special requests are :- Size of end connection. - Special packaging requirement. CUSTOMER GRIEVANCES: As with the business, certain grievances would also be arising. Prompt action is taken to remove any irritants so that grievances are reduced at the first place. Main grievances that the unit gets are: Supply of material at short notice period in the season. We do inform, the customers, the minimum time required to supply the materials.

Quality related problems are very few and the reasons are 1.Qualityrawmaterialsareused. 2. Proper processes are adopted at different stages of manufacture etc. CUSTOMER FEEDBACK: As a part of ISO-9001:2000 system, the company collects feedback from the customers at regular intervals. Such feedbacks are by various methods, viz., - By sending a standard format & collecting the data. - From our marketing personnel, while they interact with customers during tours. - As and when the customers visit the unit. Customer Communication

It is very important to have good communication between the unit & the CUSTOMERS for the growth of the business. Various steps are taken to achieve the above goal. PRODUCT LITERATURE: Each of our distributor / dealer are given PRODUCT LITERATURE, which explains various factors, such as type of materials used, performance characteristics, prices etc. which will help in understanding the product quality and also compare with similar products available in the market. PRODUCT DATA: In addition to the above, related product data, i.e. how to install, how to maintain, related materials required to install & use our products etc. are provided. SERVICE INFORMATION:

Installation & maintenance booklet gives broad guidelines and helps in carrying out minor service requirements. In case of major problem, the dealer distributor will help in carrying out the services. It required, the company also helps in providing services of special nature. CALL BACK SERVICES: The type of product is such that CALLBACK SERVICES are in general not required. In case of any manufacturing defect, the company does the necessary rectification, free of charges. WARRANTY: In general the company offers warranty for the products for a period of one year, for any kind of manufacturing defects. Most of the time, it is observed that the products fails due to 1) Low voltage and 2) Improper installation. ISO-9001:2000 / QUALITY CERTIFICATION: The company has adopted ISO-9001:2000 system and has informed all its customers about this fact. PUBLICITY: The company does issue advertisements in technical magazines on PUMPS and thus communicate the information to the dealers/distributor/customers about the product, company's philosophy, introduction of new items etc.

Why Customer Satisfaction Is Important for Government

The connection between customer satisfaction and government organizations is less direct than for many businesses. Dissatisfied customers in business mean decreasing sales and new competition. Dissatisfied customers in government can express themselves through elections but that is a slower and less direct process. In business, customer problems will affect the bottom line in a few months, but in government the impact of dissatisfaction can take years. Therefore, there is a need to develop more timely methods to assess satisfaction. Citizen complaints, if unknown or ignored, can result in the failure of efforts and a depletion of support and validity of all government. If citizens, for example, do not feel that the public schools teach effectively, parents will seek to place children in private schools, lessen participation in school board elections, and oppose bonds and taxes necessary to support schools. Or if citizens feel that law enforcement is inadequate or not honest, cooperation will lessen and violence and crime may increase. Customer satisfaction involves an orientation that says, "take care with all parts of the process that develops a good or service for the ultimate customer." In most settings that customer will be the one who pays to buy the good or service. In the governmental sector, there will be several customers - the one who uses or consumes the service, the ones who regulate it (Judicial and Legislative), the ones who authorize it (Legislature), and the ones who manage public approval (Executive).A process orientation is very important in settings in which the customer is not the one who 'buys' the service and thus provides the most important feedback about quality and acceptability of the service. The process orientation allows an organization to look at what the contributions of all departments are in satisfying the multiple customers. The process orientation forces an organization to examine the internal processes that contribute to the whole. When the processes are examined and documented, the managers can then identify the internal customers of each process and say to each worker "you must add value at each step" and "you must improve the quality of what you do as seen by your customers.

The Indian telecommunication industry is the worlds second-largest in terms of number of subscribers, and the world's fastest growing market in terms of number of new subscribers. India had 851.70 million mobile phone subscribers at the end of June 2011. As the fastest growing telecommunications market in the world, India is projected to have 1.159 billion mobile subscribers by 2013 several leading global consultancies estimate that India will become the world's largest mobile phone market by subscriptions by 2013. The industry is expected to reach a size of 344,921 crore (US$76.92 billion) by 2012 at a growth rate of over 26 per cent, and generate employment opportunities for about 10 million people during the same period. According to analysts, the sector would create direct employment for 2.8 million people and for 7 million indirectly.[In 2008-09 the overall telecom equipments revenue in India stood at 136,833 crore(US$30.51 billion) during the fiscal, as against 115,382 crore (US$25.73 billion) Emergence as a major player In 1975, the Department of Telecom (DoT) was separated from Indian Post & Telecommunication Accounts and Finance Service. DoT was responsible for telecom services in entire country until 1985 when Mahanagar Telephone Nigam Limited (MTNL) was carved out of DoT to run the telecom services of Delhi and Mumbai. In 1990s the telecom sector was opened up by the Government for private investment as a part of Liberalization-Privatization-Globalization policy. Therefore, it became necessary to separate the Government's policy wing from its operations wing. The Government of India corporative the operations wing of DoT on 1 October 2000 and named it as Bharat Sanchar Nigam Limited (BSNL). Many private operators, such as Reliance Communications, Tata Indicom, Vodafone, Loop Mobile, Airtel, Idea etc., successfully entered the high potential Indian telecom market. The Global Cellular Mobile Industry Global telecom sector Earnings visibility Earnings growth is being driven by improving pricing conditions, stabilizing operating trends, aggressive cost cutting initiatives, a positive regulatory environment, strong wireless growth, and new market opportunities. This has translated into greater visibility of forward earnings as evidenced by recent increased analyst upgrades within the sector. Merger synergies Given the substantial amount of excess capital available in the sector and in private equity we expect to see additional merger and acquisition activity, albeit at a slower pace than recently witnessed. Global telecom M&A deals over the past two years have reflected market expansion but have also had a positive effect on the buyers balance sheets. Partnering companies have begun realizing their synergies through cost reductions and economies of scale. In the US, the largest three companies now account for over 70% of the sector market cap; this compares to 34% in 1990. Trends in bundled services are also paving the way for additional M&A activity. Sector consolidation will further increase the importance of stock selection. Growth While cost-cutting has been a major source of earnings growth, we have seen top-line pressures decreasing which will help revenues become a larger driver of earnings growth again. We see growth within the sector coming from a number of areas including: broadband, 3G (third generation) technology, expansion in emerging markets. Broadband penetration has been accelerating as internet customers are seeking faster downloads for

audio and video files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e. video, downloads, SMS, etc.) data are providing mobile users with a much more robust communication platform and should finally begin to realize their growth potential in 2007. Emerging market companies benefit from low penetration rates and also tend to have lower leverage, higher margins and higher growth than most developed markets telecom companies. Global opportunities It has become less difficult to find attractive telecom investment opportunities globally than it was a year ago. As the fog has lifted from the sector, there are increased opportunities within both the growth and value spaces. The Global Cellular Mobile Industry: The global mobile phone industry is based on many different manufacturers and operators. The industry is based on advanced technology and many of the manufacturers are operating in different industries, where they use their technological skills, distribution network, market knowledge and brand name. Four large manufacturers of mobile phones are today dominating the global mobile phone industry &networks; Nokia, Sony Ericson, Samsung and Motorola. Airtel, Bsnl, tataindicom, Vodafone, reliance, others. In addition to these companies there are many manufacturers that operate globally and locally. Telecom Industry in India The telecom industry is one of the fastest growing industries in India. India has nearly200 million telephone lines making it the third largest network in the world after China and USA.With a growth rate of 45%, Indian telecom industry has the highest growth rate in the8world.Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by the growth in demand in countries like India and China. Indias mobile phone subscriber base is growing at a rate of 82.2%. China is the biggest market in Asia Pacific with a subscriber base of 48% of the total subscribers in Asia Pacific. Compared to that Indias share in Asia Pacific Mobile Phone market is 6.4%.Considering the fact that India and China have almost comparable populations, India slow mobile penetration offers huge scope for growth. History of Indian Telecommunications It was Started in 1851, when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were emerged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry . Telecom sector was considered as a strategic service and the government considered it best to bring under state's control. The first wind of reforms in telecommunications sector began to flow in 1980s when the private sector was allowed in telecommunications equipment manufacturing. In 1985, Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and long distance service that would be its own regulator (separate from the postal system). In 1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. In 1990s, telecommunications sector benefited from the general

opening up of the economy. Also, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications sector. In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth of the telecom sector.. Telecommunication sector in India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account .Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodfone-Essar, and Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Opening up of international and domestic long distance telephony services are the major growth drivers for cellular industry. Cellular he tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand. Classification of Telecommunication services 1. Basic services 2. Cellular services 3. Internet Service Provider (ISP) Evolution of the industry-Important Milestones Year 1851 First operational land lines were laid by the government near Calcutta (seat of British power) 1881 1883 1923 1932 1947 Telephone service introduced in India Merger with the postal system Formation of Indian Radio Telegraph Company (IRT) Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications Department of Telecommunications (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system)

1985

1986

Conversion of DOT into two wholly government-owned companies: Mahanagar Telephone Nigam Limited (MTNL) for service in Metropolitan areas. Telecom Regulatory Authority of India created. Cellular Services are launched in India. New National Telecom Policy is adopted. DoT becomes a corporation, BSNL

1997 1999 2000

A large population, low telephony penetration levels, and a rise in consumers' income and spending owing to strong economic growth have helped make India the fastest-growing telecom market in the world. The first and largest operator is the state-owned incumbent BSNL, which is also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL was created by corporatization. while DTS (Department of Telecommunication Services), a government unit responsible for provision of telephony services. Subsequently, after the telecommunication policies were revised to allow private operators, companies such as Bharti Telecom, TATA Indicom, Vodafone, MTNL, Idea, Vodafone and BPL have entered the space. Major operators in India. However, rural India still lacks strong infrastructure. The total number of telephones in the country crossed the 300 million mark on June 18 2008The overall tele-density has increased to 36.98% in March 2009 .In the wireless segment, 15.87 million subscribers have been added in March 2009. The total wireless subscribers (GSM, CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber base stood at 38.22 million with a decline of 0.13 million in October 2008. Top 10 Telecom Companies in India: Bharti Airtel BSNL Vodafone Essar Reliance Idea Cellular Tata Communications Tata Teleservices Aircel MTNL TTML

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Presently it is one of the largest & leading public sector units in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 46 million line basic telephone capacity, 8 million WLL capacity, 52 Million GSM Capacity, more than 38302 fixed exchanges, 46565 BTS, 3895 Node B (3G BTS), 287 Satellite Stations, 614755 Rkm of OFC Cable, 50430 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.6 Lakhs villages.BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai BSNL serves its customers with its wide bouquet of telecom services.BSNL is numerous Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer.BSNL cellular service, CellOne, has 55,140,282 2G cellular customers and 88,493 3G customers as on 30.11.2009. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million Data One broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351, 820 million (US $ 8 billion) with net profit to the tune of Rs.99, 390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630, 000 million (US $ 14.37 billion). The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

Aspiration Create a customer focused organization with excellence in sales, marketing and customer care. Leverage technology to provide affordable and innovative products/services across customer segments Provide a conducive work environment with strong focus on performance Establish efficient Be the leading Telecom Service Provider in India with global presence. business processes enabled by IT Composition of Board The Board comprise of 12 Directors, of which 6 [including the CMD] are whole time Directors; 2 Government Nominee Directors and 4 Non-official Part Time Directors. Thus, the Board has the optimum mix of 50% Whole-time and 50% part-time Directors. The composition is as per Corporate Governance Norms for the unlisted CPSEs, laid down by the Department of Public Enterprises. Chairman & Managing Director- Shri R.K. Upadhyay Director - Consumer Fixed Access(CFA)- Shri Rajesh Wadhwa Director - Consumer Mobility(CM) & (Enterprise)-Shri R.K.Agarwal Director - Human Resource(HR) -Shri A.K.Garg Shri S.R.RAO, Govt. Director Shri Sanjiv Gupta, Director Shri Ashish Guha, Director Growth Plan BSNL has continued its growth story ever since its formation & has reached a customer base of 81.49 million as on 31 st March,2009 from 28.11 million as on 31 st March,2001. BSNL further plans to increase its customer base to 160 Million by March, 2014. New Services introduced/planned by BSNL 3G Services: BSNL has started 3G services in 290 cities and acquired more than 6lakh customers. It has planned to roll out 3G services in 760 cities across the country in 201011. Broadband services: The shift in demand from voice to data has revolutionized the very nature of the network. BSNL is poised to cash on this opportunity and has planned for extensive expansion of the Broadband services. The Broadband customer base of 3.56 Million customers in March'2009 is planned to be increased to 16.00 million by March 2014. BSNL is also offering prepaid Broadband services. The customers availing prepaid broadband have many advantages over post paid broadband like control on usage, Mobility etc. In addition to Wireline broadband services, BSNL is also in the process of rolling out its Wi-MAX network in rural areas to take an initial lead and provide wireless broadband services in all rural blocks in the country during 2010-11. The Urban Wi-Max is also being deployed in Kerala & Punjab Circles and shall cover all the major cities in these circles. Wi-Max services are also being provided through a Franchisee agent with M/s SOMA in three states of Gujarat, AP and Maharashtra. Value Added Services: BSNL is focusing on provision of value added services/features to attract high end customers and to double its revenues from VAS Fiber to Home(FTTH) : To meet the demand for high bandwidth services, BSNL is rolling out FTTH services (GPON & GE-

PON) for the first time in the country, which is likely to generate substantial revenue in coming years. Services are likely to start by March 2010. Mobility in WLL: BSNL is planning to provide full mobility on its WLL network from March 2010. Important Projects under implementation Tender for 93 Million GSM Mobile Lines to meet the requirement for next three to five years. Wi-Max: 1000 Base Station rural Wimax project for 12000 CSCs covering all Telecom Circles except A&N, J&K, Kerala & Kolkata Telecom District. 6863 Base Station rural Phase-II Wimax project for 56000 CSCs covering all Telecom circles except Kerala & A&N. CDR based Customer Care & Convergent Billing system. Enterprise Resource Planning (ERP) system country wide. Replacement of life expired exchanges by Class 5 NGN Introduction of Fixed Mobile Convergence to add value to Fixed Network. International Long Distance A. Undersea Cable: BSNL is participating/member of the following submarine cable systems: 1. Bharat Lanka Cable System: Connecting to Sri Lanka and to reach in the Pacific direction from India. 2. Europe India Gateway (EIG) Cable System: Connecting UK, Portugal, Gibraltar, France, Libya, Egypt, Saudi Arabia, Djibouti, Oman & UAE. 3. Millennium Cable System: It is joint venture with MTNL to lay Millennium Cable System in two directions as follows: Millennium Cable Sub-System East (MCSS-E) connecting the East Coast of India to South East Asia (Malaysia and Singapore) with optional branches to Port Blair (Great Andaman Island), Bangladesh, Myanmar, Indonesia and Thailand. Millennium Cable Sub-System West (MCSS-W): connecting the West Coast of India to the Middle East (United Arab Emirates) and Djibouti with optional branches to Pakistan, Oman and Yemen. 4. SEMEWE4: Connecting towards Trans-Atlantic as well as Trans-Pacific direction. (B) International MPLS-VPN: BSNL has made arrangements for providing International MPLS VPN services in about 400 cities and 150 countries. With the above expansion plans and introduction of new services, the turnover of the company is expected to grow from Rs. 35800 crore in March 2009 to Rs. 52,000 cores by March 2014. Benefits of 3G The benefits of 3G are not only for the consumer-public, it would be felt by both camps. The 3G investing entities need not be alarmed or worried, they should just concentrate on mechanisms that give max earnings/transported byte, but more on that later. The voice is the revenue/unit moneymaker, it is the principal mover. It would not change, at least not in the foreseeable future, even if costs plummet, and indeed, financial transactions hold the greatest promise when seen from a value/byte mindset. This idea (and indeed, one of the Benefits of 3G again), the 3G handset would be a credit/debit card to the person. One

activates a button, the account would be debited, and this transaction could be incorporated at once to his personal software, or an office expense file. Yes, such transactions could hold crucial marketing data, like, the magazine rack at your nearest convenience store would be aware of the what, the when and the how much you are wont to buy, and that could aid the employees in a myriad number of ways. It cannot be denied that availability of these 3G offerings would bring about dramatic effects on e-commerce, and naturally, when we speak of this, Internet connection and access come to mind. Presently, Americans make up approximately 1/3 Net users all over the face of the globe, and owing to this fact, the bulk of Internet content comes from that country. Maybe not for long, for Europe and Asia are a hair away from surpassing the United States- benefits of 3G and related matters. Going back to the 3G per se, it covers a wide set of services, and you or I for that matter, need not be a rocket scientist or a Mensa member. We just need to peruse the following, and the benefits of 3G are obvious: Internet, video calling, mobile email, multimedia- like digital images, music downloadable, real-time gaming, location-based/emergency, and knowing the creativity of humankind, I do not think everything would stop here, we can rest assured that there would be more benefits of 3G to come. Reasons to Use Prepaid The phone choices available at the moment can seem overwhelming and confusing when attempting to decide which mobile is perfect for you. This choice between using a prepaid mobile phone and choosing a mobile phone plan is certainly a matter of preference for the user, but there are a number of things to consider before you decide either way. Prepaid mobiles are a pay-as-you-go system that are shown as ideal for people who either are on a strict monetary budget or for people that are fixed to a specific spending level such as with work phones or phones marketed for teenagers. In a standard prepaid mobile phone kit you would get a mobile number, access to the network and a certain amount of "credit" to use. This credit is the basis for the prepaid mobile industry as when you run out of credit, it's easy to buy some more credit and keep using your phone. This is a key benefit, especially in light of the current global financial crisis which has resulted in many people cutting undue expenses. This PAYG is opposed to the 12 to 24 month contracts that are offered with phone plans which work on a fixed monthly amount that has to be paid which entitles the user to a certain amount of mobile usage. The cost of the handset may also be included in the monthly fee and there are exit fees attached when wanting to leave your mobile plan early. The major benefit of the prepaid mobiles is that you can control your spending on your bill without extra fees, such as late payment fees and monthly account charges. Understanding definitively how much you will spend each month makes this a popular choice. Prepaid mobiles come with high value costs for both texts and calls with some offering free calls and other bonuses. This can be an easy choice for those who don't make a lot of phones calls or simply have a "in case of emergency" phone. Even if your credit has run out, you can still receive calls and dial emergency services. It is important to note that credit does have an expiry date, sometimes a month, sometimes six months depending the carrier you are with. For example, most prepaid mobiles have a starter credit package of approx. the $30 level that entitles the user to around $200 worth of calls and texts, which would expire within a month of the purchase date. One disadvantage of prepaid mobile phones is that most of the time international roaming may not be available. This means

that overseas use is not an available option. One way to get around this is to buy an overseas SIM card that will allow you to make calls whilst overseas. The decision between a prepaid mobile and a mobile plan should ultimately come down to what your personal calling habits are like. If you make a high number of calls and texts and use your phone a great deal while also enjoying additional features, then there are a number of plans available that cater for such users. Will Your 3G Network Cover You? Friday February 6, 2009 Not all 3G networks in Australia have extensive coverage, so be careful about which you choose, especially if you live somewhat remotely. Just because you are officially living within the boundaries of a large city does not mean you will have network access. Much of 3G in Australia is restricted to metropolitan centers and suburban areas on the outskirts can often suffer from poor reception. Check with friends on the network you are looking to move to before taking up a plan for 3G mobile phones.3G or 3rd generation mobile telecommunications is a generation of standards for mobile phones and mobile telecommunication services fulfilling the International Mobile Telecommunications2000 (IMT-2000) specifications by the International Telecommunication Union Application services include wide-area wireless voice telephone, mobile Internet access, video calls and mobile TV, all in a mobile environment. To meet the IMT-2000 standards, a system is required to provide peak data rates of at least 200 kbit/. Recent 3G releases often denoted 3.5Gand 3.75G, also provide mobile broadband access of several Mbits to smartphonsand mobile modems in laptop computers. The following standards are typically branded 3G: the UMTS system, first offered in 2001, standardized by 3GPP, used primarily in Europe, Japan, China (however with a different radio interface) and other regions predominated by GSM 2Gsystem infrastructure. The cell phones are typically UMTS and GSM hybrids. Several radio interfaces are offered, sharing the same infrastructure: The original and most widespread radio interface is called W-CDMA. The TD-SCDMA radio interface was commercialized in 2009 and is only offered in China. The latest UMTS release, HSPA+, can provide peak data rates up to 56 Mbit/s in the downlink in theory (28 Mbit/s in existing services) and 22 Mbit/s in the uplink. the CDMA2000 system, first offered in 2002, standardized by 3GPP2 used especially in North America and South Korea, sharing infrastructure with the IS-95 2G standard. The cell phones are typically CDMA2000 and IS-95 hybrids. The latest release EVDO B offers peak rates of 14.7 Mbit/s downstream. The above systems and radio interfaces are based on kindred spread spectrum radio transmission technology. While the GSM EDGE standard ("2.9G"), DECT cordless phones and Mobile WiMAX standards formally also fulfill the IMT-2000 requirements and are approved as 3G standards by ITU, these are typically not branded 3G, and are based on completely different technologies.A new generation of cellular standards has appeared approximately every tenth year since 1G systems were introduced in 1981/1982. Each generation is characterized by new frequency bands, higher data rates and non backwards compatible transmission technology. The first release of the 3GPP Long Term Evolution (LTE) standard does not completely fulfill the ITU 4G requirements called IMT-Advanced. First release LTE is not backwards compatible with 3G, but is a pre-4G or 3.9G technology, however

sometimes branded "4G" by the service providers. Its evolution LTE Advanced is a 4Gtechnology. WiMAXis another technology verging on or marketed as 4G 1. Initial Charges on taking the connection A. SIM & Normal SIM Activation: a). SIM Price in 18.13 Rs. b). Service Tax @ 10.30% in 1.87 Rs. c). MRP of Starter Pack in Rs (inclusive of service tax 20 @10.30%) d). Usage Value 0 with SIM in Rs. e). Validity in 7 days f). Bonus Period 15 days USIM 53.49 5.51

59

B. First Recharge Saral 1p/sec all @ 49 2G Coupon (FRC): Anant Special a). FRC Price in Rs. 13.60 38.08 43.52 100.63 b) . Service Tax in Rs. 1.40 3.92 4.48 10.37 c). MRP of FRC in Rs. 15 42 48 111 d). Free Usage Allowed with FRC ^ Saral (1p/sec) (all @ 49) 2G Free Voice Call Anant Special i) On-net in Rs. 20 30 30 100 ii) Off-net in Rs. 10 20 20 50 Free Video Call Local/STD On-net in Min Nil Nil Nil Nil Free Data Usage 20 50 50 150 in MB Free P2P SMS in Nos Local 25 250 250 350 National 25 250 250 350

3G Pyari Special Jodi $ 108.79 29.92 11.21 120 3G Special 100 50 3.08 33 Pyari Jodi $ 20 10

Student Special

36.26 3.74 40 Student Special 30 10

100 150

Nil 50

Nil 50

350 350

250 250

300 300

e) Initial Plan Validity in days f) Tariff Validity g) Bonus Period -Bonus Period-I -Bonus Period -II

Lifetime* 180 days Lifetime* As per Plan

30 days

15 15 days NA 165 days Saral 1p/sec all @ 49 2G 3G Pyari Student 2. Plan Details: Anant Special Special Jodi $ Special Applicability 2G&3G 2G&3G 2G&3G 2G 3G 2G&3G 2G&3G (A) Voice Call Rs./Min Rs./Sec Rs./Min Rs./Min Rs./Min Rs./Sec Rs./Min Charges Pulse rate (Seconds) 60 1 60 60 60 1 60 Local On-net 0.90 0.01 0.49 0.50 0.50 0.010 0.40 Local Off-net 0.90 0.01 0.49 0.60 0.70 0.010 0.60 Reduced call charges on 2 BSNL0.30 0.20 0.20 0.20 0.20 0.20 5 F&F# numbers (Rs./Min) STD On-net 1.20 0.01 0.49 0.50 0.50 0.010 0.40 STD Off-net 1.50 0.01 0.49 0.60 0.70 0.010 0.60 Reduced call charges on 1 BSNL0.50 0.30 0.30 0.30 0.30 0.30 0.30 number (Rs./Min) ISD Call Please Click here for ISD Call Tariff (B) Video Call Charges Rs./Min Pulse rate (Seconds) 60 Local On-net 1.00 Local Off-net 1.50 STD On-net 1.00 STD Off-net 1.50 Incoming Nil (C) SMS Local 0.80 National 1.00 International 5.00 Delivery Report NIL Missed Call Alert Free (D)National Roaming (I) Voice Call Rs./Min Pulse rate (Seconds) 60 Rs./Sec 1 0.02 0.03 0.02 0.03 Nil 0.60 0.60 5.00 NIL Free Rs./Min 60 1.00 1.50 1.00 1.50 Nil 0.49 0.49 5.00 NIL Free Rs./Min 60 1.00 1.50 1.00 1.50 Nil 0.40 0.60 5.00 NIL Free Rs./Min 60 0.70 1.00 0.70 1.00 Nil 0.30 0.50 5.00 NIL Free Rs./Min Rs./Min 60 60 1.00 1.00 1.50 1.50 1.00 1.00 1.50 1.50 Nil Nil 0.60 0.60 5.00 NIL Free 0.05 0.50 3.00 NIL Free

Rs./Sec Rs./Min Rs./Min Rs./Min Rs./Sec Rs./Min 1 60 60 60 1 60

Local On-Net 1.00 0.01 0.49 0.60 0.50 Local Off-net 1.00 0.01 0.49 0.60 0.50 STD On-Net 1.50 0.01 0.49 0.80 0.70 STD Off-net 1.50 0.01 0.49 0.80 0.70 Incoming Call 1.00 0.01 0.49 0.60 0.50 (II) SMS Local SMS 1.00 0.60 0.49 0.60 0.50 National SMS 1.00 0.60 0.49 0.60 0.50 International SMS 5.00 5.00 5.00 5.00 5.00 Incoming SMS Nil Nil Nil Nil Nil Non- P2P SMS (From Home LSA/While2.00 2.00 2.00 2.00 2.00 Roaming) Premium Non- P2P SMS As determined by Content Provider (III) Video Call Rs./Min Rs./Sec Rs./Min Rs./Min Rs./Min Pulse rate (Seconds) 60 1 60 60 60 Local On-net 1.00 0.02 1.00 1.00 0.70 Local Off-net 1.50 0.03 1.50 1.50 1.00 STD On-net 1.00 0.02 1.00 1.00 0.70 STD Off-net 1.50 0.03 1.50 1.50 1.00 Incoming Call 1.00 0.02 1.00 1.00 0.70
(E) GPRS Service

0.01 0.01 0.01 0.01 0.01 0.60 0.60 5.00 Nil 2.00

0.60 0.60 0.80 0.80 0.60 0.50 0.50 3.00 Nil 2.00

Rs./Min Rs./Min 60 60 1.00 1.00 1.50 1.50 1.00 1.00 1.50 1.50 1.00 1.00

All Prepaid Plans

Activation charges 0.00 Monthly subscription 0.00 Volume based usage charges per 10 KB in Rs.(Home 0.02 Location) Usage charges per 10 KB in Rs.(while Roaming) 0.02 (F) MMS Service

Saral Anant Local/National P2P (Rate per MMS in Rs.) (Home LSA/while Roaming) International (Rate per MMS in Rs.) (Home LSA/while Roaming) M2P (Downloader to pay) (Home LSA/while Roaming) (G) Miscellaneous Voice mail facility Recording 5.00 8.00

All Prepaid Plans Except Saral Anant 3.00 8.00

As determined by the content provider All Prepaid Plans Free

Retrieval CLIP Call waiting / Call hold Call forwarding (Only within same LSA) in Rs. SIM replacement in Rs. Replacement of defective SIM (BSNL fault) (H) CUG Tariff under 2G/3G Prepaid Mobile Service: Group Size 03-25 26-249 250-599 600-999 >999

O/G Charges Free Free Normal call charges 20 0.00

Local CUG Zonal/National CUG 80 180 60 160 60 140 60 120 60 100 Note: Calls within the CUG free. Special PrePaid Plan "Jai Jawan" for All Paramilitry Forces and All Armed Forces Personnel (Indian Army, Indian Navy, Indian Air Force, Coast Gaurd, BRO etc.)- Click here>> Special Mobile "Pyari Jodi Plan"- Unlimited Call free to one BSNL fixed line / WLL (fixed / limited mobility) number in his/her own name Click here>> # 5 Friends & Family Local Nos. Call charges while in Home LSA Rs./Min 3 On-net Numbers Rs.0.10 2 Off-net Numbers Rs.0.30 Each change in Number per occasion (Rs./Number) Rs. 5.00 * Subject to Minimum Recharge Condition Rs.200 over a period of six months, however the Minimum Recharge Condition (MRC) of Rs.100 (Excl of S. Tax) every 90 days will be applicable to Saral Anant plan in for Assam, J&K and North East LSAs. This is subject to guidelines issued by Licensing/Regulatory Authority from time to time. ^ To be consumed within 30 days from the date of activation. $ Unlimited free local calls to one BSNL Landline/WLL (Fixed/Limited Mobility) number in his/her own name.

Get a fancy (vanity) number of your choice on lower rates (Postpaid or Prepaid) Details>> Balance Based Tariff: Now BSNL re-introduces the Balance Based Tariff facility for existing loyal customers who have already availed this facility for a period of 180 days with effect from 05.04.2011. All terms and conditions of BBT as applicable before discontinuation of the scheme will be applicable during the above mentioned six months period. Usage Based Bonus (UBB):Actual usage during a month (30 days) in Rs. Bonus in Rs. Rs.500 & More 100 The bonus will be automatically credited to customers account followed by SMS to this effect . This scheme is applicable to all prepaid plan holders. Migration from one prepaid plan to other (except Pyari Jodi & Student Power) will be allowed. In order to facilitate easy migration from one plan to other, the following Migration Vouchers may be used Migration to the following Prepaid Plans MRP of Migration Vr. (Incl. of S. Tax) -> Saral Anant Rs.1 -> 1p/sec Rs.2 -> all @ 49 Rs.3 -> 2G Special Rs.4 -> 3G Special Rs.5 The migration procedure for existing prepaid Saral Anant customers is as under Existing Plan Migration to Saral Anant plan Choosing Desired plan Migration to the desired plan may be SA "1p/sec" After the expiry of tariff validity allowed through Migration Vr. mentioned of 365 days above. However, extension of validity will SA" all @49p" be as given below (3) Extension of validity for Saral Anant and other prepaid plans ( Student Special Plan will get only usage Value) will be as under No. of days validity Usage Value Recharge/Top-up with voucher denomination in the range (with MRP in extended in addition to allowed with Rs.) (Incl. of S. Tax) the existing validity Recharge/Top-up 5500 450 MRP of card/voucher3300 365 Service Tax1100 365 Processing fee+ 200 1099 180 Bonus usage value 100 199 90

50 30 20 10

99 49 29 19

45 27 18 9

if any

Negative balance upto Rs. 10/- will be allowed after exhaustion of usage value, and will be adjusted from the subsequent recharge/topup. In case of Student Special plan, the customer can get additional plan validity of 30 days and 300 free Local SMS and 100 MB free data usage on recharge of Student Special voucher of Rs.25 (Incl. of S. Tax) with Nil talk value. Student Special Plan subscribers can get usage value through above stated Recharge/Top-Up Vouchers. Processing fee of Rs.2 for C-Top-up/Flexi Top-up upto Rs.50 is to be deducted. In case of Assam , J&K and North East LSAs validity of plan is subject to the guidelines/instructions issued by Govt. of India/Regulatory Authority from time to time. Recharge coupans with validity more than 90 days are not available in Assam, J&K, NE. (4-A) Details of Special Tariff Vouchers : Total Service MRP in Tax @ Rs. 10.30% in Rs. 13 1.21 Card Processing Fee / Talk Validity in Value in (Bonus TV) in Value in days Rs. Rs. Rs.

Type of Voucher

Local & National SMS @ Rs.0.01/SMS 11.79 11.79 0 30 P2P SMS Local (100 SMS/Day or 2000 SMS per 20 1.87 18.13 18.13 0 30 month) Local/STD Rs. 1.00/3 Minutes (On-net) & 28 2.61 25.39 25.39 0 30 Rs.1.20/3Minutes (Off-net) Unlimited Local /STD On-Net-1 day 30 2.80 27.20 27.20 0 1 2000 Local & 1000 National SMS Free 31 2.89 28.11 28.11 0 30 Local/STD On-net Night @ 0.05/Min 35 1.59 15.41 15.41 0 30 (11 P.M. - 6 A.M.) Local Any Network @ Rs.0.30/Min 61 5.70 55.30 55.30 0 30 Local On-Net@ Rs.0.10/Min 65 6.07 58.93 58.93 0 30 Unlimited Local /STD On-Net-7 days 150 14.01 135.99 135.99 0 7 Local call- On Net Unlimited free 300 28.01 271.99 271.99 0 30 Unlimited Local /STD On-Net-30 days 500 46.69 453.31 453.31 0 30 On net denotes BSNL network and off net denotes others network. Note : 1. STV of Rs.12 with 15 days validity having facility of free I/C call while Roaming in BSNL Network has been withdrawn. However, the Customers who have already activated the STV is allowed to avail the facility. 2. This facility of reduced rate will not be available on 5 black-out days, i.e. New Year Eve 31st Dec., New Year Day 1st Jan., Valentine Day, and Diwali & Christmas Day. (Except One sec pulse STV) 3. Traffic pattern has been taken as per TRAI guideline : C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7%

(4-B)Special STVs For Lifetime Customers: Sl. No. Particulars 1p/sec all @ 49 1 MRP of STV (Incl. of S. Tax) in Rs. 60 49 2 Free usage in Rs. Nil Nil 3 Tariff Validity 365 days 365 days 4 O/G Call charges (Home/National Roaming) (a) Local On-net 1p/sec 49p/Min (b) Local Off-net 1.2p/sec 49p/Min (c) STD On-net 1p/sec 49p/Min (d) STD Off-net 1.2p/sec 49p/Min 5 All other charges as per plan 1p/sec all @ 49 Note: In case of STVs, the circles can suitably adjust the MRP in the price band upto Rs.3 (+/-) of the above price, considering the technical feasibility. (5) Click here for 2G GPRS/Data STVs (6) Click here for 3G Data STVs Charges for Micro SIM and Activation charges :The charges for Micro SIM and Activation charges are as under:SIM Particulars MRP in Rs. (Incl. of Service Tax) 32K Micro SIM Card Rs.30 128K Micro SIM Card without processor Rs.59

3G Postpaid and Prepaid Data Service 3.1 Activation of Data Plans : SIM and Activation charges as applicable to 3G Postpaid & Prepaid voice plan will also be applicable for 3G data services. (i) In place of existing FRC 120 for activation of 3G data plan, the following two new FRCs for activation of data plan are introduced. Particulars FRC 51 MRP of FRC (Incl. of S.Tax) Rs.51 Free usage value in Rs. Nil Validity 180 days Free Data usage 1 GB per Month for 2 months Availability Through C-Topup Applicability Any data plan with sale of BSNL data card or any of the BSNL bundled data card Base Voice Tariff plan As per prepaid General 120 plan

In case of postpaid connections, the customer will be allowed 1GB/Month for two months or 500MB/Month for 3 months from the date of activation depending upon the data card purchased by customer. The customer buying data card from open market will have to use FRC 120 for activation of data plan and use any of the data RCV for usage. The above free data usage will be allowed at the time of activation only. 3G Postpaid Data Plans & Prepaid Data Recharge Vouchers 3G Prepaid Data Plans Total Night Data Charges in Data RCV in Rs. Day/Any bundled Data Charges in * Validity Rs./10KB*** (Inclusive time usage free Rs./MB***(For usage (days)** (except APN Service Tax) in GB Usage in APN bsnlstream) in GB 'bsnlstream') GB 100 0.25 -0.25 30 0.02 0.25 200 0.50 -0.50 30 0.02 0.25 400 1 -1 30 0.02 0.25 606 1 5 6 30 0.02 0.25 716 2 -2 30 0.02 0.25 1102 10 -10 30 0.02 0.25 1500 15 15 30 0.02 0.25 2000 22 22 30 0.02 0.25 2500 12 12 180 0.02 0.25 3000 35 35 30 0.02 0.25 5000 30 30 180 0.02 0.25 *11.00 PM to 07.00 AM ** This will increase the validity of main and dedicated accounts both. *** Data charges beyond free usage shall be deducted from the available balance in his main account. Free data usage is available both from home LSA and while roaming. Note : Price may vary from Circle to Circle by Rs.3(+/-) considering local market conditions etc. Short term validity data recharge vouchers for 3G prepaid services MRP of RCV in Rs. Service Tax in Rs. Cost of RCV in Rs. Free data usage in MB Validity in d (Inclusive of Service Tax) 10 0.93 9.07 20 1 25 2.33 22.67 50 3 50 4.67 45.33 100 7 Note: In case of STVs/Data RCVs, the circle can suitably adjust the MRP in the price band up to Rs.3 (+/-) of price mentioned in the website, considering the technical feasibility. 3G Data Top-up Voucher Type of Voucher MRP (Incl. of S. Tax) Free Usage in MB Validity 3G Data Top-up Rs.197 500 MB Nil 3G Combo Data Plan FMC/RCV for 3G Combo Data plan

Fixed Monthly Charges in Rs. (Postpaid) 300 500 1000 2000

RCV Amount in Free 3G Rs. (Incl. of S. Data Tax) (Prepaid) Usage in MB 331 300 551 500 1103 1024 2206 3072

Total (Local+ National) Min 300 1000 2000 5000

Total SMS Local Video call in Min

300 500 1000 2000

30 50 100 200

i) The MRP of Data RCV is inclusive of Service Tax @10.30%. Circles can suitably adjust the MRP in the price band upto Rs.3 (+/-) of above price considering the technical feasibility. ii) The validity in case of 3G prepaid RCV is 30 days. The RCV will increase both main account and dedicated account validity. iii) The free minutes voice/video calls, SMSs and data usage offered with plan are to be consumed within the validity period. No carry forward of unutilized freebies are allowed. iv) Free data usage is available while national roaming also. However, free voice/video calls & SMSs are available from home LSA only. v) Other charges and usage beyond free limits will be as per normal call charges i.e. base voice plan under 3G service. vi) In case of data plan the customers not purchasing data card from BSNL has to activate through FRC 120. vii) The tariff mentioned above is subject to technical feasibility of concerned IN. Trial Pack :( Inclusive of Service Tax) MRP of Trial pack in Rs. (Incl. of S. 1 Tax) Rs.121 2 Free usage in MB 300 MB 3 Validity in days* 15 days Data charges for trial pack customers after use of 125MB / 300MB or 15 days expiry shall be as per his base plan. *This will increase the validity of Main and dedicated accounts both. Prepaid Plan - As per prepaid General 120 plan Sale price of USB and PCMCIA type HSDPA data cards Sl. Data Frequency Name of the Vendor (Type) Make/ Model No Speed Band Linktop / LW272 3.6 Single 1 M/s. TERACOM LTD MBPS Band (USB Type) Linktop / LW273 7.2 Tri Band 2 MBPS M/s. Capitel Wireless Pvt. Option / GTMAX having Qualcom 3.6 Single 3 Ltd (PCMCIA Type) chipset 7200 Globe Trotter HSUPA MBPS Band 4 7.2 Tri Band

MRP (Rs.)

1600(exclusive o VAT) 2000(exclusive o VAT) 4000(Incl. of all taxes) 4500(Incl. of all

MBPS taxes) Annual payment option for all 3G postpaid data plans will be available with two months Fixed Monthly Charges (FMC) discount i.e. ten months FMC will be taken as annual charge, when the payment is made at a time in advance. . Customer who wants static IP address under BSNL 3G post-paid plans, can be provided with one static IP address @ Rs. 250/- per month . Annual payment option as mentioned at para (iii) above will also be applicable to Static IP address charges. INTRODUCTION OF STUDY As the communication becomes very essential in sharing information and ideas. Competitive edge can be maintained if communication is made faster. This study of customer satisfaction helps in identifying the various factors related to the satisfaction of the customer through which a company can establish loyal customers and retains its growth by prospective customers Measuring customer satisfactions becomes very essential for the company to be effective and efficient by adopting various related measures and forming a suitable marketing strategy Statement of problem Customer satisfaction is considered to be the most important factor as it involves the retention of the customer and creates brand loyalty and also it forms a base for attracting prospective customers. Typical elements that constitute customer satisfaction are; value added service, difficulties in tariffs customer care and timely response Customer satisfaction is must to understand the likes and dislikes of the Customers regarding service To evaluate understand the channels and how they working. To know whether customer receive the service on time, and is it full filling their needs to the desired levels This would help to plan for the better channel and improve CRM activities which assure the customer to be satisfied

SCOPE OF STUDY Study helps to understand whether customers satisfied or dissatisfied the various factors that causes the dissatisfaction to the customer and over those by a better strategy To Channel the distribution which will enable to reach the customer and communicate this will ultimately lead to customer satisfaction

OBJECTIVES OF THE STUDY

Primary objective To find out the customer satisfaction of BSNL in NELLORE town Secondary objective To know the importance of cellular communication and 3G services To analyze the factors influencing the use of cellular service To identify the difficulties in BSNL cellular service To find out the customer expectation of BSNL cellular service

Research Methodology Research Research can be defined as the search for knowledge, or as any systematic investigation, to establish novel facts, solve new or existing problems, prove new ideas, or develop new theories, usually using a scientific method. The primary purpose for basic research (as opposed to applied research) is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. According to Clifford Woody research comprises defining and redefining problems, formulating Hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. Research Methodology Research methodology is a collective term for the structured process of conducting research. There are many different methodologies used in various types of research and the term is usually considered to include research design, data gathering and data analysis. Research methodologies can be quantitative (for example, measuring the number of times someone does something under certain conditions) or qualitative (for example, asking people how they feel about a certain situation). Ideally, comprehensive research should try to incorporate both qualitative and quantitative methodologies but this is not always possible, usually due to time and financial constraints. Research design Descriptive Research Descriptive research does not fit neatly into the definition of either quantitative or qualitative research methodologies, but instead it can utilize elements of both, often within the same study. The term descriptive research refers to the type of research question, design, and data analysis that will be applied to a given topic. Descriptive statistics tell what is, while inferential statistics try to determine cause and effect. The type of question asked by the researcher will ultimately determine the type of approach necessary to complete an accurate assessment of the topic at hand SOURCES OF DATA Primary data To study undertaken there to be mainly based on the primary data i.e. structured questionnaire is designed. Secondary data

To study also contains secondary data i.e. data from authenticated websites and journals for the latest updates just to gain an insight for the views of various experts Sample size Population: 250 Sample: 125 Convenience sampling

METHODOLOGY & PRESENTATION OF DATA The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained. TOOLS AND TECHNIQUES USED FOR ANALYSIS Sampling Design or Research design Convenience sampling Collection Method or Data Collection Method Tools for Data Collection The researcher adopted questionnaire method to measure the customer satisfaction

PERCENTAGE ANALYSIS
Is used to give a particular representation of the respondents view point

PERCENTAGE=no of respondents\ total no of respondents *100

WEIGHTED AVERAGE METHOD Is used to sum up the various respondents to obtain mean score for the particular statement. This gives a picture of respondents expression on particular point. The formula to find the weighted average is Mean score= total score\no of respondents Where Total score= no of respondents*weighted average

Limitations of the Study Carrying the survey was a general learning experience for me but I also faced some problems, which are listed here: The market of Telecommunication is too vast and it is not possible to cover each and every dealer, manufacturer and seller in the available short span of time. Generally the respondents were busy in their work and were not interested in responding rightly. Respondents were reluctant to discover complete and correct information about themselves and their organization. Most respondents were not maintaining proper knowledge of various services provided by their company, so they were unable to provide exact information. Most of the respondents dont want to disclose the information about the various other companies which they have experienced before. Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. Due to human behavior information may be biased. Mainly in BSNL case.

Review of Literature 1. Robins (2008) This paper is about marketing the next generation of mobile telephones. The study is about third generation of cell phone technology, what is usually known as 3G for short. There are various issues about that new innovative. One is how to price 3G handsets and services at a level which will enable telephone operating companies to recoup the high prices they have already paid to governments for operating licenses. Second the technology is not yet complete, there are no agreed international standards and companies do not yet know what new services the technology will prove capable of delivering effectively. 2. Debnath (2008) This study explain that the prime focus of the service providers is to create a loyal customer base by benchmarking their performances and retaining existing customers in order to benefit from their loyalty. With the commencement of the economic liberalization in 1991, and with a view to expand and improve telecom infrastructure through the participation of the private sector, the Government of India permitted foreign companies holding 51 percent equity stake in joint ventures to manufacture telecom equipment in India. The Indian Government has announced a new policy, which allows private firms to provide basic telephone services 3. Bhatt (2008), in his study titled A Study of Mobile Phone Usage Among the Post Graduate Students analyzed that it is important for mobile carriers, service providers, content developers, equipment manufacturers, as well as for parents and young people alike that the key characteristics of mobile technology is well understood so that the risks associated with its potentially damaging or disruptive

aspects can be mitigated. This paper has tried to compare the usage difference by gender with respect to the difference manufacturing and service provider companies. 4. Jha (2008), in his study analyzed that it is the youth which is the real growth driver of the telecom industry in India. Considering this fact, the paper is an attempt to give a snapshot of how frequently young people use their mobile phones for several embodied functions of the cell phones. Data was collected from a sample of 208 mobile phone owners, aged between 20 and 29. The study sheds light on how gender, monthly voucher amount and years of owning mobile phones influence the usage pattern of this device. Findings of the study would be helpful for the telecom service providers and handset manufacturers to formulate a marketing strategy for different market segments. 5. Kalavani (2006) in their study analyzed that majority of the respondents have given favourable opinion towards the services but some problems exist that deserve the attention of the service providers. They need to bridge the gap between the services promised and services offered. The overall customers attitude towards cell phone services is that they are satisfied with the existing services but still they want more services to be provided. 6. Kumar (2008), in their study titled Customer Satisfaction and Discontentment vis-a-vis BSNL Landline Service: A Study analyzed that at present, services marketing plays a major role in the national economy. In the service sector, telecom industry is the most active and attractive. Though the telecom industry is growing rapidly, India's telecom density is less than the world's average telecom density as most of India's market is yet to be covered. This attracts private operators to enter into the Indian telecom industry, which makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the market. 7. Seth et al (2008), in their study titled Managing the Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical Investigation analyzed that there is relative importance of service quality attributes and showed that responsiveness is the most importance dimension followed by reliability,

customer perceived network quality, assurance, convenience, empathy and tangibles. This would enable the service providers to focus their resources in the areas of importance. The research resulted in the development of a reliable and valid instrument for assessing customer perceived service quality for cellularmobile services 8. Fernandez (2007) in their study titled Understanding Dynamics in an Evolving Industry: Case of Mobile VAS in India analyzed that Mobile Value Added Services (VAS) is a rising star in the fast growing wireless business. In the paper, attempt is made at understanding the strategic dynamics of the evolving environment within which the Indian players are operating, the challenges and structure of the same. Our literature and industry review indicates that - while the value chain of industry is complicated yet one can observe the bipolar nature of bargaining powers between mobile network operators and content aggregators. 9. Bismut (2006) in his study titled Competition in European Telecom Markets analyzed that in recent years the European telecommunications market has witnessed major developments, with rapid expansion in access to telecommunications networks and a surge in the number of available services and applications. While many factors have contributed to the transformation of the telecommunications industry, competition has played a key role in driving telecom players to invest in new technologies, to innovate and to offer new services. 10. Kalpana and Chinnadurai (2006) in their study titled Promotional Strategies of Cellular Services: A Customer Perspective analyzed that the increasing competition and changing taste and preferences of the customers all over the world are forcing companies to change their targeting strategies. The study revealed the customer attitude and their satisfaction towards the cellular services in Coimbatore city. It was found that advertisement play a dominant role in influencing the customers customer oriented. but most of the customers are of opinion that promotional strategies of cellular companies are more sale oriented rather than

11. Fredric (2008) analyzed the importance of yield management and discrimination pricing in telecommunication sector. Yield management is the process of allocating the right type of capacity or inventory unit to the right kind of customer at the right price so as to maximize revenue or yield. Yield management and dynamic pricing strategies could be usefully applied to preserve and increase profitability. Yield management techniques can help telecom operators and similar companies to optimize the benefits they can derive from a subtle management of information networks and partnerships. However, such an approach is more difficult to implement in the telecommunications industry than in the airlines sector because of the difficulty to control (and sometimes to refuse) network access to customers 12. Chris (2003) has analyzed Telecom advertising in print media. This research attempted to investigate why Telecom theme are used in advertisement, and the motives that lead companies and advertisers to use sport celebrities and sport concept in advertisements. From study it has been revealed that the appearance of sport celebrities in advertising endorsement occurred more often in Telecom magazines than in other magazines, because their target group is more acquainted with athletes. The sport celebrities that dominated each printed media are related with their target group characteristics.

Data Analysis and Interpretation

1) Age
age 15-20 20-30 30-50 above 50 total no of respones % 65 0.52 30 0.24 20 0.16 10 125 0.08

Interpretation: As the study is in Nellore out of 250 Responded are 125. In that 1520age groupsis65,20-30 age group are 30% ,lest portion are using prepaid 30-50 is20%and above50 are10%

2]

Occupation occupation
NO OF RESPONED students self employees govt employees house wife

% 65 20 30 10 125 0.52 0.16 0.24 0.08

total

Interpretation: As the study is in Nellore, out of 250 Responded are 125 in that student are 65%, self employees are 20%, govt employees are 30% and house wife are 10%

3] Which mobile connection do you have? a) Airtel b) Vodafone c) Idea d) Bsnl connection
NO OF RESPONED

% 30 15 10 70 125 0.24 0.12 0.08 0.56

AIRTEL VODAFONE IDEA BSNL

total

Interpretation: - As the area of the study is in Nellore, out of 250 Responded are 125 where the market leader is Bsnl thats why majority of the questionnaire I got filled by Bsnl. Above data analysis shows that majority of the market that is approximately 70% is covered by market leaders Bsnl, Other portion covers in market by Airtel is 30% and Vodafone is 15% and minor is idea is10%

4] What kind of service you have? a) Pre-paid b) Post-paid NO OF service % RESPONED prepaid 85 0.68
postpaid
total 40 125 0.32

Interpretation: - As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondents in the area have pre-paid connections is 85%. And I got only 40% by post-paid users.

5] Faster mode of communication is very essential in modern days.

a) Strongly agree b) agree c) not at all agree
Particular
NO OF RESPONED

% 0.56 0.24 0.2

strongly
agree agree not all agree total
70 30 25 125

Interpretation: - As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondent in mode of communication strongly agrees is70%, agrees is 30% and not all agree is 25%

6] Cellular services provide convenience.

a) Strongly agree b) agree c) not at all agree Convenience
NO OF RESPONED

% 70 30 25 125 0.56 0.24 0.2

strongly agree
agree not all agree total

Interpretation: - As the area of the study is in Nellore, out 150Responded are 100 above data shows that most of the respondent in convinces strongly agrees is60%, agrees is 20% and not all agree is 20%

Please mention the factor that had influenced you to option for this mode of Communication. a) Reference b) Occupational c) Speedy communication d) Cost e) Effectiveness f) Service of cellular companies g) Other factor specify __________________ no of mode of communication responed % Reference 30 0.24 Occupational 25 0.2 Speedy communication 20 0.16 Cost 10 0.08 Effectiveness 20 0.16 Service of cellular companies 10 0.08 Other 10 0.08 Total 125
7]

Interpretation: - As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondent factor that had influenced reference is 30%, occupational is 25%, speedy communication is 20%, cost is 10%, Effectiveness is20%, Service of cellular companies is 10%and other factor is 10%

Please tick the area of difficulty you come across in BSNL service a) Coverage b) Roaming c) Voice clarity d) Unreasonable cost e) Non-availability of recharge coupon f) Delivery of message g) Abnormality in recharging h) Other if any
8]

Difficulty
Coverage Roaming Voice clarity Unreasonable cost Non-availability of recharge coupon Delivery of message Abnormality in recharging Other Total

no of responed 30 25 20 10 20 10 5 5 125

% 0.24 0.2 0.16 0.08 0.16 0.08 0.04 0.04

Interpretation: - As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent area of difficulty Coverage is30%, Roaming is 25%, Voice clarity is 20%, Unreasonable cost is 10%, Non-availability of recharge coupon is20%, Delivery of message is10% Abnormality in recharging is 5% and Other is5%

You feel that the charges for service does perfectly match the services rendered a) Strongly agree b) Agree c) disagree d) Strongly disagree charges for NO OF service % RESPONED
9] Strongly agree Agree Disagree Strongly disagree Total
65 30 20 10 125 0.52 0.16 0.24 0.08

Interpretation: - As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent charges for service strongly agree is65%, Agree is 30%, disagree is 20% and Strongly disagree is 10%

You feel that the BSNL customer care center is easily assessable a) Strongly agree b) Agree c) Not at all agree
10]

customer care
NO OF RESPONED

% 70 30 25 125 0.56 0.24 0.2

Strongly agree Agree not all agree Total

Interpretation: - As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent BSNL customer care center is easily assessable Strongly agree is 70%, Agree is30% and not all agree is25%

11] The

response rate of BSNL customer care center is good a) Strongly agree b) Agree c) Not at all agree
% 70 30 25 125 0.56 0.24 0.2

response rate
NO OF RESPONED

Strongly agree Agree not all agree Total

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent BSNL customer care center response rate strongly agrees is70%, agree is 30%and not all 25%

12] The

time taken by customer care center to solve problem is very minimal a) Strongly agree b) Agree c) Not at all agree time taken
Strongly agree Agree not all agree total
NO OF RESPONED

% 0.56 0.24 0.2

70 30 25 125

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent BSNL customer care center time taken to solve problem is very minimal Strongly agree is 70%,agree is30%and not all agree is 25%

What is the period taken to attend and solve your problem? a) 1-2 days b) 2-4 days c) with in a week. NO OF period taken % RESPONED
13] 1-2 days 2-4days with in week Total
70 30 25 125 0.56 0.24 0.2

Interpretation: - As the area of the study is in Nellore, out of250Responded are 125 above data shows that most of the respondent period taken to attend and solve your problem in 1-2 days is70%, 2-4 days is30%and with in week is 25%

14] The

quality of services by BSNL is very good. a) Strongly agree b) Agree c) Not at all agree Quality
strongly agree Agree not all agree Total
no of responed % 0.24 0.28 0.16 70 35 20 125

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent quality of services by BSNL is very good strongly agree is70%, agree is35% and not all agree is 20%

15] Is

grace period provided by BSNL is sufficient for you? a) Yes b) No

no of responed % 100 25 25 0.2 125

grace period
Yes no Total

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent grace period provided by BSNL is sufficient for you yes is100% and no is 25%

16] You

feel that BSNL has more operating areas. a) Strongly agree b) Agree c) Not at all agree grace period
strongly agree Agree not all agree
no of responed % 70 35 20 0.24 0.28 0.16

Total

125

Interpretation: - As the area of the study is in Nellore, out of250Responded are 125 above data shows that most of the respondent feel that BSNL has more operating areas Strongly agree is70%, agree is 35% and not all agree is 20%

17] Would

you like to recommend BSNL to others? a) Already done so b) definitely c) May be d) Certainly not

Recommend
no of responed %

Already done so Definitely May be Certainly not Total

75 30 10
10

0.6 0.24 0.08 0.08

125

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent would you like to recommend BSNL to others already done so is75%, definitely is30%,may be is 10% and Certainly not is10%

If you are to choose the other mobile service which could be your option? a) Aircel b) Airtel c) Hutch d) Reliance e) Vodafone f) Docomo g) Uninor no of other mobile service responded %
18]

other mobile
Aircel Airtel Hutch Reliance Vodafone Docomo Uninor Total

no of responded

%
0.16 0.24 0.08 0.08 0.2 0.08 0.08

20 30 10
10

25 10 10 125

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent would you like choose the other mobile service aircel is20%, Airtel is30%, hutch is 10%, Reliance is10%,Vodafone is25%, Docomo is 10%and Uninor is 10%

State the reason you like in the prepaid system. a) Attractive tariffs b) Perfect pulse rate c) Validity period d) Festival offers e) any other reason
19]

prepaid system
Attractive tariffs Perfect pulse rate Validity period Festival offers other reason
Total

no of responed

%
0.16 0.24 0.24 0.16 0.2

20 30 30
20

25 125

Interpretation: - As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent the reason you like in the prepaid system Attractive tariffs is20%, Perfect pulse rate is 30%, Validity period is30%, Festival offers is20% and other is25%

WEIGHTED AVERAGE METHOD 1] The

quality of services by BSNL is very good. a) Strongly agree b) Agree c) Not at all agree
FACTOR Strongly agree Agree Not all agree Toal FREQUENCY ASSUMED WEIGHT 80 40 25 125 3 2 1

WX = WiXi /sample size = (80*3) + (40*2) + (25*1) /125 = 2.44

Interpretation: from above table it is Average of 2.44 found that supervision rarely behave in an impartial manner towards customer

2] Cellular services provide convenience.

a) Strongly agree b) agree c) not at all agree

FACTOR Strongly agree Agree Not all agree toal

FREQUENCY ASSUMED WEIGHT 80 40 25 125

3 2 1

WX = WiXi /sample size = (80*3) + (40*2) + (25*1) /125 = 2.44

Interpretation: from above table it is Average of 2.44 found that supervision rarely behave in an impartial manner towards customer

3] You feel that the BSNL customer care center is easily assessable a) Strongly agree b) Agree c) Not at all agree
FACTOR Strongly agree Agree Not all agree Total FREQUENCY ASSUMED WEIGHT 80 40 25 125

3 2 1

WX = WiXi /sample size = (80*3) + (40*2) + (25*1) /125 = 2.44

Interpretation: from above table it is Average of 2.44 found that supervision rarely behave in an impartial manner towards customer

FINDING
1] As the study is in Nellore out of 250 Responded are 125. In that 15-20age groupsis65,20-30 age group are 30% ,lest portion are using prepaid 30-50 is20%and above50 are10% 2] As the study is in Nellore, out of 250 Responded are 125 in that student are 65%, self employees are 20%, govt employees are 30% and house wife are 10% 3] As the area of the study is in Nellore, out of 250 Responded are 125 where the market leader is Bsnl thats why majority of the questionnaire I got filled by Bsnl. Above data analysis shows that majority of the market that is approximately 70% is covered by market leaders Bsnl, Other portion covers in market by Airtel is 30% and Vodafone is 15% and minor is idea is10% 4] As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondents in the area have pre-paid connections is 85%. And I got only 40% by post-paid users. 5] As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondent in mode of communication strongly agrees is70%, agrees is 30% and not all agree is 25% 6] As the area of the study is in Nellore, out 150Responded are 100 above data shows that most of the respondent in convinces strongly agrees is60%, agrees is 20% and not all agree is 20% 7] As the area of the study is in Nellore, out of 250 Responded are 125 above data shows that most of the respondent factor that had influenced reference is 30%, occupational is 25%, speedy communication is 20%, cost is 10%, Effectiveness is20%, Service of cellular companies is 10%and other factor is 10% 8] As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent area of difficulty Coverage is30%, Roaming is 25%, Voice clarity is 20%, Unreasonable cost is 10%, Non-availability of recharge coupon is20%, Delivery of message is10% Abnormality in recharging is 5% and Other is5% 9] As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent charges for service strongly agree is65%, Agree is 30%, disagree is 20% and Strongly disagree is 10% 10] As the area of the study is in Nellore, out of250 Responded are 125 above data shows that most of the respondent BSNL customer care center is easily assessable Strongly agree is 70%, Agree is30% and not all agree is25% 11] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent BSNL customer care center response rate strongly agrees is70%, agree is 30%and not all 25% 12] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent BSNL customer care center time taken to solve problem is very minimal Strongly agree is 70%,agree is30%and not all agree is 25%

13] As the area of the study is in Nellore, out of250Responded are 125 above data shows that most of the respondent period taken to attend and solve your problem in 1-2 days is70%, 2-4 days is30%and with in week is 25% 14] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent quality of services by BSNL is very good strongly agree is70%, agree is35% and not all agree is 20% 15] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent grace period provided by BSNL is sufficient for you yes is100% and no is 25% 16] As the area of the study is in Nellore, out of250Responded are 125 above data shows that most of the respondent feel that BSNL has more operating areas Strongly agree is70%, agree is 35% and not all agree is 20% 17] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent would you like to recommend BSNL to others already done so is75%, definitely is30%,may be is 10% and Certainly not is10% 18] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent would you like choose the other mobile service aircel is20%, Airtel is30%, hutch is 10%, Reliance is10%,Vodafone is25%, Docomo is 10%and Uninor is 10% 19] As the area of the study is in Nellore, out of 250Responded are 125 above data shows that most of the respondent the reason you like in the prepaid system Attractive tariffs is20%, Perfect pulse rate is 30%, Validity period is30%, Festival offers is20% and other is25% 20] Average of 2.44 found that supervision rarely behave in an impartial manner towards customer 21] Average of 2.44 found that supervision rarely behave in an impartial manner towards customer 22] Average of 2.44 found that supervision rarely behave in an impartial manner towards customer

CONCLUSION
As per my belief we have seen that the choice of mobile handset and services can not be separated came out true because when we tried to find out the customer decision .we successfully classified customers in to eight group each with some special requirement service wise and handsets attribute wise. Competition in telecom industry is heating up its time for Indian telecom players also to align up in the new dynamic business environment. Telcom majors should think to launch the product according to the needs of customers to satisfy them and make them brand loyal as very soon this blue ocean of Indian telecom scenario will convert into red ocean where the loss of is the gain of other .They should also think for searching new space or we can say either creating a new blue space to sustain their growth in long run. There is more room for data analysis but the rest of the part is beyond the scope of this project report According to the results, the most important determinant for consumers are price and sacrifice perception (monetary and non-monetary sacrifice), which in perception. These are periodical fixed cost, minute or traffic charge and opening cost when purchasing mobile phone. The results indicate that the minute charge is the most influential factor when a customer assesses to purchase. The second most important factor is the periodical fixed cost and another factor is the opening cost. These indicate, not surprisingly, that communication firms need to deeply consider. Also, this indicates that a lot of effort must be put in the pricing strategy.

Quality of service and the ability to attract and retain customers dictate the success or failure of next-generation communications service providers. In todays competitive environment, customers are quick to abandon services that do not meet expectations. The ease with which customers can switch from their current service to another, demands that providers deliver the highest possible levels of service quality and performance. To be successful, communications service providers must deliver positive customer experiences with rich, valueadded services supported by comprehensive service quality management. To this effect-Mobile services has experienced the negative attributes of not being customer focused and realizes that quality is an attribute that creates customer satisfaction profitably. Therefore quality must be fused with all resources channeled towards their customers