A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.

L PRODUCTS AND SERVICES AND ITS ROLE IN BUILDING BRAND EQUITY FOR THE COMPANY IN COOCH BEHAR MARKET A report submitted to Delhi Business School, New Delhi as a part fulfilment of MBA+PGP Graduate program (industry integrated) in entrepreneurship and business. Submitted to: ed by: Director Academics charyya Delhi business school 1 New Delhi h: spring(09-11) Semester: 2nd Punjab Technical University Internal guide: Preeti Singh Faculty: Delhi Business School New Delhi ACKNOWLEDGEMENT Submitt Ratul Bhatta Roll. No: 15 Batc

Concentration, dedication and application are necessary but not sufficie nt to achieve any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to those honourable personalities of the department who helpe d me to follow the path to success for the completion of this project. It was i ndeed an opportunity for me to be a part of BHARAT SANCHARNIGAM LTD, Cooch Behar for my summer internship, as a partial fulfilment of two year degree course of Master of Business Administration. It is a great pleasure to extent my heartfu l thanks to Mr N.Narjinary (t.d.m), D.k.roy(s.d.e), Mr Nitish barman(marketting officer) , Mr Arvind kumar(j.t.o) of B.S.N.L under whose guidance I have comple ted my project. RATUL BHATTACHARYYA

DECLARETION

I hereby certify that the work which is being presented in the projec t entitled, A study on customer satisfaction for BSNL products and services and i ts role in building brand equity for the company in cooch behar market. in parti al fulfilment of the requirements for the award degree of M.B.A [for D.B.S (New Delhi), is an authentic record of my own work. The matter presented in this Pro ject Report has not been submitted by me for the award of any other degree of th is or any other University. DATE: RATUL BHATTACHARYYA

Executive summery(1) The Telecom industry is one of the leading and fastest growing in the world as c ommunication plays a vital role in the world and especially in India. It acts a s a major catalyst for the economic growth. BSNL has good brand awareness among the people. This could be attributed to its long history in the market and con tinued support from the Government. In todays competitive world, BSNL has to prov ide excellent services to attain a major market share and keep their Customers s atisfied in all aspects. This research study is useful for BSNL to understand t he expectations and requirements of Customers and can serve them in a better way . This research was conducted from may 2010- July 2010. The researcher has done an internship project at BSNL, Cooch Behar in pursuance of determining the brand equity for BSNL and then the customers feedback on the various products. The samples of 200 respondents from among the universe of BSN L users at cooch behar, dinhata, tufanganj, mathabhanga, mechliganj were selecte d at random to conduct the study. The BSNL staffs who were contacted to learn a bout the various BSNL packages and policies were also the primary source of data . Questionnaire was designed after a pre-survey interview covering all the aspe cts of BSNL services. Data analysis and interpretation was done using the colle cted data with necessary tools including percentage analysis, five point scale w as used to grade the opinion of the respondents regarding the various variables used, soft wares like SPSS were also used to enable efficient analysis of data. The researcher strongly believes that this study would be helpful to the BSNL M anagement in knowing about the Customers Satisfaction, Customer Perception, Cust omer Preferences, and service requirements and about the other competitors statu s in the market thereby helping them in improve their quality of Services offere d. Executive summery(2) OBJECTIVES: 1: Which telecom connection does the consumer uses.

2: Whether the consumer are satisfied with BSNL network. 3: Number of BSNL P.C.O. 4: Amount of BSNL internet user. 5: Customer awareness about BSNL various services. 6: Other facility BSNL should introduce or not. LIMITATION: 1: We have collect only 600 samples due to shortage of time. 2: Survey is done only in coochbehar district. 3: Some samples did not give response. 4: Some might have given wrong information. 5: Sample result may not resemble with population. 6: Some bias may exit at the time of choosing samples. Conclusion: 1:Overall conclusion are 50% of respondent are BSNL customer out of 200 sample. 2:41.66% of total respondent are satisfied with it. 3:66.66% of total respondent prefers BSNL P.C.O. 4:75% of total respondent are BSNL net users. 5:54.16% are aware of various BSNL services. 6:70% of total respondent opt for more facilities in BSNL. INTRODUCTION Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Li mited) is a public sector telecommunication company in India. Bharat Sanchar Nig am Ltd. formed in October, 2000, is World s 7th largest Telecommunications Compa ny providing comprehensive range of telecom services in India: Wire line, 3G, CD MA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoI P services, IN Services etc. Within a span of five years it has become one of th e largest public sector unit in India. BSNL has installed Quality Telecom Networ k in the country and now focusing on improving it, expanding the network, introd ucing new telecom services with ICT applications in villages and wining customer s confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchange s, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Micr owave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages . It is India s largest telecommunication company with 24% market share as on Ma rch 31, 2008. Its headquarters are at Bharat Sanchar Bhawan, Harish Chandra Math ur Lane, Janpath, New Delhi. It has the status of Mini Ratna, a status assigned to reputed public sector companies in India. BSNL is India s oldest and largest Communication Service Provider (CSP). Currently has a customer base of 73 millio n as of June 2008. It has footprints throughout India except for the metropolita n cities of Mumbai and New Delhi which are managed by MTNL. To look for details and to collect data for my project I worked in B.S.N.L Office to gather full inf ormation about the system and working of whole region and found out the facts ab out various processes adopted by reliance to pay its advisors and the time perio d taken for this study are 2 months. PROFILE COMPANY NAME: Bharat Sanchar Nigam Ltd. HEADQUARTERS : Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi OFFICE IN COOCH BEHAR: COOCH BEHAR S.S.A. STATUS: Mini Ratan (a status assigned to reputed public sector companies in India.) FOUNDED: 19th century, incorporated 2000 OWNER : Government of India

Interesting Facts: There are 2 million BSNL mobile connections in rural India (a record, no other connection is as famous as bsnl in rural areas) BSNL is the 1st company to introduce 3G in INDIA. BSNL supplies phone lines to all other network such as Airtel,Vodafone etc. Largest pan India coverage-over 11000 towns & 3 lakh Villages. Indias No. 1 wireless service provider with more than 50 Million customers. An incredible speed of 2mbps is only offered 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.

NEED OF THE STUDY 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 the ir 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 The study helps to understand whether the customer is satisfied or dissatisfied. To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy. To channel the distribution which will enable to reach the customer and communic ate. This will ultimately lead to customer satisfaction. Statement of problem A study has been conducted in order to understand the customer opinion and satis faction level of various landlines and mobile services in COOCH BEHAR, research titled A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS RO LE IN BUILDING BRAND EQUITY FOR THE COMPANY has been conducted.

Importance of study In this competitive arena communication plays a vital role so the telecom indust ries are the major source for communication. BSNL, being a public sector obvious ly have to compete with various players like Airtel , Hutch , Reliance , Tata in dicom etc. with their stringent rules and regulations guided by TRAI. Hence in o rder to understand about the customers requirement their likes and dislikes prefe

rence is sine-quo-non for BSNL.

Objectives OF THE STUDY To ascertain customer preferences of landline and mobile services. To ascertain the customer satisfaction level for mobile services as well as land line services. To analyze the customer opinion and satisfaction with specific reference to BSNL . To suggest some guidelines to BSNL in order to provide better focused service. To determine the status of brand awareness & brand loyalty in order to conclude about brand equity. To learn about the brand attributes & their preferences in BSNL.

Methodology Data source In this study primary data and secondary data have been used. Secondary data hav e been collected from internet. Research Approach Primary data have been collected through surveys. Data collection has been done through the use of structured questionnaire Sampling Convenient sampling method has been adopted for this study. Researcher has taken samples from COOCH BEHAR. The researcher has chosen 200 samples from Cooch behar, Dinhata ,Mathabhanga, Tufanganj, Mec hliganj. The researcher had prepared questionnaire to elicit responses for the following areas Location Age Occupation Monthly income Mobile user Mobile service usage

RESEARCH METHODOLOGY Introduction: Every business works on an explicit or implicit business plan, which comprises of both the corporate and the competitive strategies of the firm. To implement the above two strategies, there are functional areas, which have th eir own strategies and plan. The major functional areas of business are marketi ng, production, finance and human resources management. Marketing research plays an important role in deciding on the market strategy by

providing information necessary for choosing an appropriate strategy. This cou ld be termed as marketing research at the strategic level of marketing. Clearly marketing research is a search for answers to some questions, which if a nswered would lead the company to make critical marketing decisions on an strate gic and tactical level. It was a research conducted by me on the topic A study on customer satisfaction f or BSNL products and services and its role in building brand equity for the comp any in CoochBehar market in which I tried to find out that if the customer of BSN L are satisfied with products and services.

Research Objective: The research objective is to determine The customer satisfaction for BSNL produc ts and services and its role in building brand equity for the company in CoochBe har market Sometimes the research objective is also called research problem. Broadly these two terms can be used interchangeably. Whatever the terminology used, the rese arch should end up with useful information that enables a marketing manager to m ake a better decision. The main objectives of the research conducted are: To ascertain customer preferences of landline and mobile services To ascertain the customer satisfaction level for mobile services as well as land line services To analyze the customer opinion and satisfaction with specific reference to BSNL To suggest some guidelines to BSNL in order to provide better focused service To determine the status of brand awareness & brand loyalty in order to conclude out brand equity To learn about the brand attributes & their preferences in BSNL

Scope of research: The study helps to understand whether the customer is satisfied or dissatisfied with the products and services of BSNL. To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy To channel the distribution which will enable to reach the customer. This will ultimately lead to customer satisfaction To find out the actual reason behind the fact that, why such a big company like BSNL is incurring loss. To find out the exact reason behind the shrinking customer base. This study will help BSNL to understand where they in terms of market share, pre ferences of customer and in terms of revenue generated. The study will be like an eye opener for the BSNLs top marketing officials. Limitations of research: The research had to be conducted within some of the places of Coochbehar and Ko lkata and the report had to be made on basis of the findings which could well be in little differences from the facts and figures from all over India. There were some questions which the BSNL officials were not ready to answer, lik e for example the exact figures of revenue generated, exact reasons behind losin g market share etc.

The shortage of time was also a big factor that prevented us from conducting a v ery detailed research. Methodology of research: Sources of data: There are two types of data Primary data: The primary data are collected by the survey conducted by the que stionnaire prepared by me. The surveys were even conducted by telephone, by mail. Secondary data: The secondary data are of two types internal and external. Internal records of the company are used as the point of the marketing research. This includes information about the product being researched, its history, compa nys background, market share, and competitors information. These types of inform ations were collected from the marketing department, sales department and corp orate cell for marketing intelligence in the company. External secondary data contains information available from public sources such as business newspapers, business magazines. A prominent source of data is the CM IE or the Centre for Monitoring Indian Economy, which publishes monthly reports on various aspects of Indian economy and Industry. Sample size: A sample size of 200 people was taken by me to do the survey. Below is the illu stration of the total sample space taken. Total people: 200 Young people(18yrs to 25yrs) Middle aged(25yrs to 45yrs) Middle and old(a bove 45 yrs) 90 75 35 Method of collection of data: Survey: This technique of data collection has already been discussed about abov e in the report. It was conducted in person that is by meeting the person perso nally, over telephone, and even my mail. The main disadvantage of conducting su rveys over telephone or mail is that the facial expression, body language of the respondent cant be observed. Moreover the level of reliability on the results o f such surveys are very less and are prone to incorrect results. So approximate ly 80% of the surveys conducted were by meeting persons personally. The questio nnaire used for the survey is in the Annexure part of the report. The field work was done by me at different places like homes, offices, shops, de alerships, franchises, etc. The surveys were done in the office time, so that i t is possible to meet every one. Observation: Observation is a technique where the consumers behaviour is recor ded, usually without his/ her knowledge. So according to the definition it is c lear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel , Vodaphone, TATA, RCOM, etc.

Instruments used: The instruments used for the survey are the questionnaires, the mail id, for the graphical analysis I used the excel sheet, laptop for typing purpose. Tools and Techniques used: There different tools and techniques used for the survey are as follows:

Survey: This technique of data collection has already been discussed about abov e in the report. It was conducted in person that is by meeting the person perso nally, over telephone, and even my mail. The main disadvantage of conducting su rveys over telephone or mail is that the facial expression, body language of the respondent cant be observed. Moreover the level of reliability on the results o f such surveys are very less and are prone to incorrect results. So approximate ly 80% of the surveys conducted were by meeting persons personally. The questio nnaire used for the survey is in the Annexure part of the report. The field work was done by me at different places like homes, offices, shops, de alerships, franchises, etc. The surveys were done in the office time, so that i t is possible to meet every one. Observation: Observation is a technique where the consumers behaviour is record ed, usually without his/ her knowledge. So according to the definition it is cl ear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel

Qualitative technique: This technique included word association where the respo ndent was asked for a word that comes to his / her mind after thinking of the br and BSNL. Experimentation: In this I measured the effect of one or more variables by chan ging the level of some variables, and measuring the effects. Research process:

Limitations of the study Study has been conducted only in few areas of COOCH BEHAR. For few questions researcher was not able to get proper response which are as fo llows :Time was not sufficient to conduct detailed study. For few questions researcher was not able to get proper response which are as follows: i. Chances of Switching. ii. Reason for Switching. iii. Monthly Income.

Conclusion: To conclude the research I would say that the research was done with great effor t and by using different techniques like personally interviewing the customers, observing the trend of the of the customers to find out about the customer sati sfaction for the BSNL products and in turn the brand equity in of the company in CoochBehar market. The research will provide the BSNL officials about the stat e of satisfaction in the customers mind about their products and services, like BSNL Broadband, BSNL 3G.

LITERATURE REVIEW The Background: The foundation of Telecom Network in India was laid by the Brit ish sometime in 19th century. The history of BSNL is linked with the beginning o f Telecom in India. In 19th century and for almost entire 20th century, the Tele com in India was operated as a Government of India wing. Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of Telecom ( DoT) was separated from P&T. DoT was responsible for running of Telecom services in entire country until 1985 when Mahan agar Telephone Nigam Limited (MTNL) was carved out of Dot to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of Telecom to provide level p laying field to private telecoms. Subsequently in 1990s the telecom sector was o pened up by the Government for Private investment, therefore it became necessary to separate the Government s policy wing from Operations wing. The Government o f India corporatized the operations wing of Dot on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector

VISION, MISSION AND OBJECTIVE VISION: To become the largest telecom service provider in Asia. MISSION: To provide world class state-of-art technology telecom services to its customers on demand at competitive prices. To provide world class telecom infrastructure in its areas of operation and to contribute to the countrys economy. Objectives: To be a lead Telecom services provider. Build customers confidence through quality and reliable services. Provide bandwidth on demand. Contribute towards: o National plan target of 10 crore subscriber base for the country by 2010

o Broadband customers base of 20 million in the country by 2010 o Telephone in all villages. o Implementation of Triple play as a regular commercial proposition.

THE BSNL SERVICES BSNL LANDLINE BSNL MOBILE BSNL WLL INTERNET SERVICES BSNL BROADBAND BSNL MPLS-VPN ISDN ISDN TARIFF LEASED LINE LEASED LINE TARIFF INTELLIGENT NETWORK VIDEO CONFERENCING FREE PHONE SERVICE PREMIUM RATE SERVICE INDIA TELEPHONE CARD VIRTUAL PRIVATE NETWORK (VPN) VOICE VPN UNIVERSAL NUMBER UNIVERSAL PERSONAL NUMBER TELE VOTING REGISTER ONLINE TARIFF FAQ CHECK USAGE NETWORK BROADBAND TYPES OF ACCESS WI-FI CO-LOCATION SERVICE BSNL WEB HOSTING INTERNET TARIFF DIAL UP INTERNET SMS& BULK SMS POSTPAID PREPAID UNIFIED MESSAGING GPRS/WAP/MMS DEMOs TARIFF SMS & BULK SMS PHONE PLUS SERVICE NEW TELEPHONE CONNECTION PERMANENT CONNECTION CONCESSION IN RENTALS SHIFT OF TELEPHONE TRANSFER OF TELEPHONE TELEPHONE TARIFF

 OVERVIEW TARIFF FAQ AUDIO CONFERENCING OVERVIEW TARIFF FAQ I NET OVERVIEW SERVICES ON I NET USING ON I NET I NET CONNECTIONS TARIFF

TELEX/ TELEGRAPH TELEX/ TELEGRAPH TARIFF EPABX 3G SERVICES POSTPAID PREPAID TARIFF EPABX FREE EPABX TARIFF CENTREX CENTREX TARIFF HVNET RABMN INMARSAT KU-BAND TRANSPONDER

3G DATA DATA COMMUNICATION RABMN INMARSAT HELP DESK DSPT SERVICE GLOBAL CONFERENCING HELP DESK

ABOUT BSNL BSNL COOCH BEHAR S.S.A is a district part of West Bengal telecom circ les which serves the state of West Bengal with the coverage area of 86552 sq.km and population more than 8 crores. FOLLOWING ARE THE MAIN PRODUCT AND SERVICE OF THE BSNL COOCH BEHA R S.S.A .

1: Data one:- This is attracting the customers of all the districts under West Bengal . All the main and subdivisiniol towers are connected in the netwo rk. 2:ISDN:- ISDN is available across the area Following services are offered by ISDN lines (a). (b). (c). (d). ISDN dialup internet access. Backup to leased lines. Video conferencing. High speed data transfer.

3:India Telephone Card:- It is a prepaid card service accessible from all BSNL l and lines wireless in local loop (WLL) and cellular connections .ITCs of various types are available at franchises , sub franchises , stores throughout the serv ice area. 4:Televoting service:- It is post paid in service service accessible from BSNL l and line phones . This service is lucrative for companies conducting option bas ed voting across any geographic boundary giving maximum coverage. 5:Free phone service:- It is a post paid in service accessible from all BSNL la nd line phones . This service suits the requirement of companies for allowing to ol free enquiry by the intruded customers. 6:VAN service:- It is a post paid in service accessible from all BNL land lines. This service suits the requirements of professionals like doctors, consultants , service executives . This enables them to get all their all calls by suitable programming in their service profile by attiring their phone numbers. 7:VPN service:- It suits the corporate houses to reach their personals by diall ing the VPN numbers instead of individual landline or mobile number. 8:Landline service:- Through managed leased line network (MLLN) system across t he wide covering all district head quarters , important towers and below that on the OFD network. Availability of service platform like MPLS-VPL bring the growt h of IT and IT based industries . FIGURE- 1.1

Here is an overview of the World Class services offered by the BSNL The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN ) with a host of Phone Plus value additions. BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper in frastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs.250/- per month only. Subsequently, other services such as VPN, M ulticasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account fro m any place in India using the same access no 172233, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service . BSNL also offers Web hosting and co-location services at very cheap rates. ISDN Integrated Service Digital Network Service of BSNL utilizes a uniqu e digital network providing high speed and high quality voice, data and image tr ansfer over the same line. It can also facilitate both desktop video and high quality video conf erencing. Intelligent Network Intelligent Network Service (In Service) offers v alue-added services, such as: Free phone service [FPH] India Telephone card [Prepaid Card] Account Card Calling [ACC] Virtual Private Network [VPN] Tele-Voting Premium Rae Service [PRM] Universal Access Number [UAN] and more

Inet India s x.25 based packet Switched Public Data Network is operational in 1 04 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN)Connect ion and frame relay services. Leased Line BSNL provides leased lines for voice and data commu nication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandw idth is available on demand in most cities. Managed Leased Line Network (MLLN) o ffers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, us eful for Internet leased lines and International Principle Leased Circuits (IPLC s). Cellular Mobile Service BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. Cellone provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and in

ternational, unified messaging service (send and receive e-mails) etc. You can u se Cellone in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State H ighways and train routes. Cellone offers all India Roaming facility to both prepaid and post-paid customers (including Mumbai & Delhi). WLL This is a communication system that connects customers to t he Public Switched Telephone Network (PSTN) using radio frequency signals as a s ubstitute for conventional wires for all or part of the connection between the s ubscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal n etwork. Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time charge News:GSM Hardware Tender:BSNL has trimmed down its 60 million GSM tender by 50% , where as main bidder Er icsson has picked up its share of Order ,the second bidder NSN has not accepted order so far. BSNL Brands In year, 2008, BSNL changed the name of all its existing services to streamline its Brand Portfolio SERVICE TYPE OLD NAME NEW NAME Landline [Wired] phones Bfone BSNL Landline CDMA Wireless landlines/mobiles Tarang BSNL WLL GSM Postpaid Mobiles Cell One BSNL mobile Postpaid Dial Up Internet Sancharnet BSNL internet Broadband Internet Dataone BSNL Broadband

BSNL offers free insurance coverage for customers :-In the first move of its kin d in the Telecom sector in India , BSNL offers free Insurance coverage for its s ubscribers in case of Accidental Death Permanent total disability due to accident The Insurance coverage scheme will be applicable for its subscribers of landli ne including WLL & post-paid cellular services. The customers will be covered by Bajaj Allianz insurance co. Ltd. The capital sum insured per connection is Rs. 50,000 The period of insurance will be initially for 1 year from 14 January 2008. TELEPHONE BSNL Landlines Total number of connections WLL Total number of connections Village Public Telephones Total Number of connections Public Telephone [Local, STD& Highway]

Total number of connection STD Stations Number of STD stations as on 31/5/2007 as on 31/5/2007 as on 31/5/2007 as on 31/5/2007

as on 31/5/2007 3,31,49,457 35,99,544 5,53,484 20,82,824

32,011

Transmission Systems as on 31/3/2007 Transmission systems DIGITAL Route (Kms) Route(Kms) Microwave Coaxial UHF Optical Fiber 6,024 45,130 5,37,727

5340

Satellite based Services MCPC-VSATS 95 IDR Systems (2 Mb/8Mb) 98/23

Mobile Services

Total number of connections 2,84,23 ,283 District Headquarters Covered 608 Total Number of villages Covered 19,81,418 National Highway covered (Km) 51,366 State Highway Covered (Km) 55,300 Railway route Covered (Km) 28,658

Some of the B.S.N.L Broadband advertisement:

Fig: 1 (Source: B.S.N.L official site)

Fig: 2 (Source: B.S.N.L official site)

use of boll wood stars by B.S.N.L

BSNL Broadband Tariff (Max. Contention Ratio is 1:25) Post Paid Broadband Tariff Back

Promotional Schemes and Offers Extension of Promotional scheme allowing 15 days Unlimited Free Download to the New customers Registering up to 15.04.2010. Promotional scheme to offer double Bandwidth Speed Special Relief Scheme SAMADHAAN (Now Extended up to 30th June 2010) INITIAL AND OTHER CHARGES LIMITED USAGE PLANS ( Both for Home & Business Users ) BB Standalone Plans BB COMBO Plans BB HIGH SPEED Plans UNLIMITED USAGE PLANS BB Plans for Home Users only Standalone BB Plans for both Home & Business rs Combo BB Plans for both Home & Business Users Limited /Unlimited BB Plans for Common Service Centres (CSC s) Rural USOF BB Plans (Limited /Unlimited) for Rural Home & All Rural OLD BB PLANS FOR WHICH NO FRESH REGISTRATION W.E.F. 01.04.2010 Temporary Broadband Connection Special BB Plan for Educational Institutes in Rural areas Note: The elaboration for the following abbreviations used in this circular is a s follows: G/Home/CSC; FN; Rural ; USOF; Super; Speed; Combo; UL/ULF; FMC; E/P/CS G/ Home/ CSC refers to the applicability of the plans to the user segment. G> General FN in case night unlimited (02:00 hrs to 08:00 Hrs) is free Rural in case the plan is rural plan USOF in case the plan is USOF Plan Super refers to high speed 16/24 Mbps Plan Speed Refers to 8/16/24 Mbps Plan Combo in case the plan is a combo plan inclusive of landline rental UL Unlimited ULF Unlimited usage with fair usage (except rural USOF and CSC plans) FMC represents the fixed monthly charges E/P/CS represents whether the plan is a special plan for enterprise, promotiona l plan or Circle specific plan & Terms and conditions : Security deposit and installation charges for Landline telephone shall be taken from new customers as applicable for Local/STD/ISD. No security deposit for BroadBand Connections up to Plan 500 and for CICs on bul k connections (>25) subject to an undertaking by CIC. Security Deposit & Fixed Monthly Charges for the Modem will be as per the existi ng instructions. Minimum Hire period for all Broadband plans will be one month. In case of surre nder of Broadband Connection after one month, the charges shall be recovered on pro-rata basis. In case of premature surrender of Broadband Annual plan option, the charges shal l be adjusted on pro-rata basis taking the disconnected FMC rate. In addition o ne month full FMC shall be levied as early termination charges hence forth. In case a subscriber joins/ leaves in the middle of a month, the fixed monthly c harges for unlimited Broadband Plans shall be calculated on proportionate

basis that is actual number of days of connection working subject to the commitm ent of minimum period of hire.

The customer will have choice to select the modem type of his choice but subject to availability. For the customers, who have either procured the modem or have taken the modem un der the committed period plan, the modem charges shall not be applicable. For the broadband plans, where free modem is offered to the customer, will be su bject to that the customer commits for a period of 12 months and pays the necess ary charges in advance. In this case, the modem shall be the property of the cu stomer and will not be required to return in case of surrender. Home plan can be taken on Bfones in name of Government/company but actually work ing at residences of their employees. An undertaking shall have to be given by the customer in this regard. Subscribers having telephones in the name of Company, firms, shops, educational institutes or any other commercial entity can take only Business Plan. They are not eligible for Home Unlimited Plans. The tariffs of all the Broadband plans mentioned above are in addition to the no rmal Monthly charges/ usage charges of the Bfone except combo plans. 20% discount on Broadband services (usage and Rental) to Government Employees (C entral Government/ State Government/ PSUs) and to Visually Impaired customers of both existing / new connection. The rebate in Fixed Monthly charges will be granted on proportionate basis if th e Broadband services remain interrupted /faulty for continuous more than 3 days. For all the plans, Dynamic IP addresses only will be given. In case, where the provision of static IP address has been made, one additional static IP address c an also be offered @ Rs. 1500/- per annum. For Broadband plans where bandwidth is 1Mbps or more, the uplinking will be maxi mum up to 768 kbps. Billing for the service will be included in the normal B-fone (Land-line Phone) bill. The billing cycle shall be same as B-fone billing cycle. Monthly rental will be collected in advance and usages charges will be in arrears. The tariffs mentioned above are exclusive of service tax. All others terms and conditions will remain same as issued earlier from time to time.

Pre Paid Broadband Tariff: Initial charges at the time of application: Particulars Amount of Rs. Installation Charges Rs. 250/-* Modern charges for outright purchase Type-B1/B2 Rs. 1000/-** Type-W2 Rs. 1000/-**

* Service Tax extra, ** Sales Tax and other Govt. levies extra Note: The Customer desirous of taking Prepaid BB service of BSNL has necessaril y to be Landline customer of BSNL. Installation charges and Modem charges shall be collected in advance through Dem and Note through the local commercial system at the time of application for Prep aid BB connection. In case of customer having his/her own modem, only Installation charges shall be collected in advance through Demand Note through the local commercial system at the time of application for Prepaid BB connections. Creation of Prepaid broad account: The creation of Prepaid BB account will be free of any charges and the account w ill be created with complementary balance of 50 MB in any Plan and with validity of 15 days from the date of creation. Plan vouchers available to the customers: To continue the Prepaid Broadband account after its creation, the customer has t o recharge his account by any of the following Limited plan vouchers as per his/ her choice. Limited download/upload plan vouchers ( up to 2 Mbps ): Sl No. Voucher Type MRP (Rs) Service Tax 10.30% Administrative Charges(Rs) Usage Amount(Rs) Rate Per MB(InRs) Validity (Days) Grace period (in days)*GP-I days)**GP-II 1 BB RL 50 50 4.67 15 30.33 0.06 2 75 3 75 4 75 5 7 15 BB RL 100 BB RL 250 BB RL 500 BB RL 750 75 100 250 500 750

Grace period (in

9.34 23.35 46.69 70.04

20 25 50 0

70.66 201.65 403.31 679.96

15 30 45

15 15 15

0.40 60 15 75 6 BB RL 1200 1200 112.06 0 1087.94 75 15 75 7 BB RL 1600 1600 149.41 0 1450.59 90 15 75 8 BB RL 2000 2000 186.76 0 1813.24 120 15 75 9 BB RL 5000 5000 466.91 0 4533.09 0.30 210 15 75 Source: B.S.N.L Franchises office (Coochbehar) For limited Plans, balance usage value if any available will be carried forward, in case of recharge within the Grace Period *GP-I (i.e. 15 days). Beyond 15 day s (*GP-I), balance usage value if any available will not be carried forward, but the customer can recharge his account up to another 75 days (**GP-II). After e xpiry of the additional grace period of 75 days (**GP-II), the account of the cu stomer shall be deleted from the system. Validity vouchers of limited plans: Sl. No.

Voucher Type MRP including service tax @ 10.30%(in Rs) Usage A Service Tax @ 10.30% Validity in days (for accounts) BB Validity 100 100 NIL 9.34 30 2 BB Validity 150 150 NIL 14.00 45 3 BB Validity 250 250 NIL 23.35 60 Source: B.S.N.L Franchises office (Coochbehar) Top Up vouchers for limited plans: Sl. No. Voucher Type MRP including service tax @ 10.30%(in Rs) Service Tax @ 10.30% Usage Amount 1 BB Top Up 100 100 9.34 90.66 2 BB Top Up 200 200 18.68 181.32 3 BB Top Up 500 500 46.69 453.31 Source: B.S.N.L Franchises office (Coochbehar Winmx tariff plans: mount 1 Particulars Home Business HO WI 1000 HO WI 1800 BU WI 4400 BU WI 8000 BU WI 12000 BU WI 20000 Bandwidth 256 Kbps 512 Kbps 256 Kbps 1024 Kbps 2048 Kbps Single/ Multi user (SU/MU) SU SU MU MU One time Installation Charges (Rs.)* 750 750 750 750 Fixed Monthly Charges* (Rs.) 1000 1800 4400 8000 Discounted Annual Payment Option (Rs.)* 10000 18000 44000 200000 Free Email IDs/ Space (Per email ID) 2/5 MB 2/5 MB 2/5 MB 2/5 MB 4/5 MB Dl/UL limit per month Unlimited Security Deposit One months Fixed Monthly Charges Source: B.S.N.L Franchises office (Coochbehar)

512 Kbps MU 750 12000 80000 4/5 MB MU 750 20000 120000

1. Initial SIM & Activation Charges for both Voice and Data plans under 3G postpaid and prepaid service: Sl. 1 2 3 4 5 6 7 Note:Particulars Tariff SIM & Activation Starter pack with SIM in Rs. (Incl. of S. Tax ) 59 Service Tax @ 10.30% in Rs. 5.51 Usage Value with SIM in Rs. 0 Validity in days 7 Migration charges from 2G to 3G and vice versa in Rs. Nil New USIM price in case of Migration from 2G to 3G in Rs.

59

2. General Terms and conditions: In case of migration from 2G to 3G, the customer may continue with the existing 2G SIM without any charge or may opt for a new 3G USIM with higher memory for R s.59. In case of migration from 2G prepaid to 3G prepaid, the unutilized account bala nce validity in 2G will be carried forward to 3G. Replacement of defective SIM/USIM will be free of cost to be made at CSC only,

if the replacement of SIM/USIM is due to technical reason beyond the control of customer. However, if the replacement of SIM/USIM is due to customer negligence Rs.59 (Incl. of S.Tax) will be levied. In case customer wants new USIM, replacin g the existing 2G SIM, the customer will also have to pay Rs.59. Promotional 3G Offers Customers purchasing 3G Data card from BSNL and activating the same will get fr ee data usage of 6 GB per month as 1GB day/any time and 5GB night usage for two months from the date of activation as a promotional offer until further order. H owever, for getting validity the customer has to recharge with data recharge vou cher or fixed monthly charges in case of postpaid connection. The free usage of 6 GB will be added to the free usage available with the data plan. No other free bies may be allowed for the above data cards. Incoming video call facility allowed to 2G customers with 3G enabled handsets w ill continue to be allowed until further order. 30 paise promotional voice tariff ________________________________________ 1.1 3G prepaid general 120 plan and promotional 3G plan: Sl. No. Particulars 3G prepaid general 120 Plan 1 First Recharge Coupon in Rs. (Incl. of S.Tax) 120.00 2 Validity of FRC in days 180 3 Free Usage with FRC in Rs.# 20 i. Free Voice call minutes NA ii. Free Local/National Video calls (On net) in Min NA iii. Free SMS in Nos. NA iv. Free Data usage in MB ** NA 4 Pulse (Sec) 60 5 Call Charges in Rs./Min A Voice Call i. Local- On-net 0.50 ii. Local- Off-net 0.70 iii. Reduced call charges to any two BSNL numbers 0.20 iv. STD On-net 0.50 v. STD Off-net 0.70 vi. Reduced call charges to any one BSNL number 0.30 B Video Call i. Local Video calls 0.70 ii. STD Video calls 1.00 6 P2P SMS (Rs./SMS) i. Local 0.30 ii. National 0.50 iii. International 3.00 7 Data Rate (Rs/10KB) 0.01 8 National Roaming i. Voice - Local Outgoing (Rs/Min) 0.70 ii. Voice STD Outgoing (Rs/Min) 0.70 iii. Voice Call Incoming (Rs/Min) 0.50 iv. Video Call - Local Outgoing (Rs/Min) 1.00 v. Video Call - STD Outgoing (Rs/Min) 1.00 vi. Video call Incoming (Rs/Min) 0.70 vii. Local/National SMS- (Rs./SMS) 0.50 viii. International SMS 3.00 ix. Data Charges (Rs. /10KB) 0.01 9 Value Added Services As per content providers tariff 10 For extension of validity 3G RCVs 11 All other charges, terms and conditions As per 2G prepaid Genera l plan Promotional offer for 90 days: The following freebies are to be offered on activ

ation of 3G prepaid SIM through FRC. i) 100 Min video call and 200 MB data free to be used within 30 days from the da te of activation. ii) 1000 Local and 1000 national SMS free. Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan and vice- versa is free . The unutilized account balance and validity of the existi ng plan will be carried forward to the migrated plan. 3G Promotional Plan STV for existing prepaid customers: Sl.No. Particulars 3G Promotional plan STV 1 MRP of STV (Incl. of S.Tax) Rs.99 2 Usage Value Rs.20 3 Tariff Validity in days 180 days 4 Free Local/National video call NIL 5 Free Data Usage NIL 6 All other terms and conditions As per 3G promotional plan 120 mentioned above at 1.1 The above STV will be available with effect from 11.02.2010 to 31.03.2010. Note: (a) For 3G customers enrolled upto 06.02.2010 the promotional tariff will be all owed upto 05.02.2011.(except south zone) (b) For customers enrolled from 07.02.2010 up to 31.03.2010, the promotional tar iff will be applicable for 180 days i.e. upto 26.09.2010. (except south zone) (c) The customers enrolled in pre revised and revised 3G promotional tariff i.e. tariff validity 365 days and 180 days will be migrated en-mass after completion of tariff validity period from the date of close of promotional period. (for so uth zone only) 1.2 Recharge Voucher MRP in Rs. S. Tax @ 10.30% in Rs. Card Value in Rs. Validity in days Usage Value in Rs. Processing Fee (Bonus UV) in Rs. 55 5.14 49.86 15 35 14.86 110 10.27 99.73 30 75 24.73 220 20.54 199.46 60 160 39.46 330 30.82 299.18 90 250 49.18 550 51.36 498.64 180 400 98.64 1100 102.72 997.28 365 1000 -2.72 3300 308.16 2991.84 365 3300 -308.16

BSNL launched their 3G service in India. 3G is next generation mobile communica tion system where in which it enhances the multimedia experience and high speed mobile broadband. It also provides the ability to view high quality video on yo ur mobile. You can watch your TV program, download favorite videos, mp3 and als o support video messaging. With 3G you can download at a speed of 384 KBPS. cur rently 3G is provided by BSNL and MTNL only. B.S.N.L had setup 3G experience ce nters where we can see the live demo and experience the power of 3G. BSNL CMD Kuldip Goyal said 3G services customers would have three monthly subscr iption options of Rs 350, Rs 650 and Rs 1,350. Apart from this, customers would State-owned Bharat Sanchar Nigam Ltd (BSNL) launched next generation 3G mobile

services in India. But private operators like Airtel and Vodafone are still wai ting to get spectrum through auction process. Since BSNL and MTNL are state-own ed, they have the privilege over others. As we all know, politics is sick around the globe and seems to be worst in India also get the 3G services through a bun dle offer. BSNL is going to offer the following services with 3G: Video calling Video conferencing Rich Multimedia experience Video on demand Internet speeds upto 2mbps Faster video streaming Mobile Gaming

The Marketing Strategies of B.S.N.L: State-run BSNL is looking for tie-ups with big retail chains in the country to s ell its products and services under an aggressive marketing strategy. The company is inviting proposals from interested retail chains directly or thro ugh consortium to sell BSNLs products and services from their outlets. A senior official of the PUS said that the initial agreements will be entered in to with the successful retail chain or with the lead partner of a consortium for two years, which can be extended further as per performance. BSNL has operatio ns across India except Delhi and Mumbai. The retail chains will get upfront payment for basic commission and discounts ra nging from Rs 150 to Rs 1,500. The chains need to have a minimum 50 outlets and pan-Indian operations with annual turnover of minimum Rs 50 crore for the past two years. The outlets will sell SIMs, instruments and other telecom products and will have to verify customer identity as per the government norms. All blank Customer application forms supplied by BSNL will have to be collected by the retail company after being filled by customers along with requisite payme nt and identity proofs and verified by authorised signatory. The authorised signatory shall be responsible for verifying customers identity proofs along with CAFs. Retail chains will also need to maintain list of transa ctions, waiting lists, which will be converted to exchange wait list and merged on daily basis. BSNL, wholly-owned by the government, has been trying to sell i ts products and services aggressively to the customers with a strong marketing focus. People do spend time in malls, therefore, it will be easier for them to access t he products and services and get their queries answered rather than visiting San char Hats to buy the products, said an analyst. Our visions begin with our desires. - Audre Lorde We all have some visions of ourselves and our future, and that vision creates co nsequences. More than any other factor, vision affects the choices we make and the way we spend our time. Visions drive consequences. Principles drive result s. Key is to base vision on principles. - Stephen R Covey. It is true for individuals as well as organizations. The strongest form of visi on / motivation is to base vision on What Legacy we want to leave. and to achieve it we must take a principle centered path. History is full of examples that ma ny organizations have vanished grown and vanished overnight as their path to ach ieve vision was not based on principled way. Vision of the organization can onl y be translated into reality, if it is shared by one and all. The best way to i

mplement is to involve them in formulation. But even if it is conceived by hig her management then it has to be explained to each and every individual of the o rganization, otherwise it may remain as a showpiece. Marketing vision of the BS NL has to be based on overall mission and vision of the organization. The missi on of BSNL is to provide world class State-of-art technology telecom services on demand at affordable price, to provide world class telecom infrastructure to de velop country s economy. And the vision of BSNL is to become the largest telecom Service Provider in Sout heast Asia. In dynamic environment anything permanent is change. So we must re vise and review so that focus is never lost. Strong lives are motivated by dynamic purposes. Kenneth Hildebrand. Marketing Objective. The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i.e. delighting the customers, for which customers are of fered something beyond their expectations from the service or the product. The objective being to acquire and retain the customers, who should continually feel that they are getting more value of the money, they are departing with. Marketing is the establishment, development, maintenance and optimization of lon g-term mutually valuable relationships between consumers and organisation. Successful Marketing of B.S.N.L focuses on understanding the needs and desires o f the customers and achieving them by placing these needs at the heart of busine ss by integrating them with the organisation strategy, people, technology and bu siness processes. At its most basic, Marketing involves customers, organisatio ns and relationships and the combination creates the need for the management. B.S.N.L marketing is about creating a competitive advantage by being the best at understanding, communicating, and delivering and developing existing customer r elationships in addition to creating and keeping new customers. The concept of the product life cycle is giving way to customer life cycle, focusing on develop ing products that anticipate the future needs of existing customers and creating services that extend the existing customer relationship beyond there transactio n like the new 3G. The customer life cycle will focus on lengthening the life span of the customer with the organisation rather than the endurance of a particular product. Custom ers have changing needs as their life styles alter the development and provisio n of products and services that continuously seek to satisfy those needs is good Marketing. The Marketing focuses greater attention on how to deliver customer s atisfaction and organisation will begin to structure itself around customer segm ents and not product lines. B.S.N.L marketing Strategy will take the business vision and app ly it to the customer base. The marketing process of B.S.N.L is broad and includes all of the following: Discovering what product, service or idea customers want. Producing a product with the appropriate features and quality. Pricing the product correctly. Promoting the product; spreading the word about why customers should buy it. Selling and delivering the product into the hands of the customer

The Main competitors of B.S.N.L: During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009) BSNL has added 8.1 million new customers in various telephone services taking its cus tomer base to 75.9 million. BSNL s nearest competitor Bharti Airtel is standing at a customer base of 62.3 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In or der to woo back its fixed-line customers BSNL has brought down long distance cal ling rate under OneIndia plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 2009-2010 as users flee Presently there is an intense competition in Indian Telecom sector and various T elcos are rolling out attractive schemes and are providing good customer service s. Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural areas) has been slas hed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC may hit the bott om lines of BSNL. BSNL launched 3G services in 12 cities of country in 2nd march 2009. MTNL which operates in Mumbai and Delhi first launched 3G services in these cities

Source: www.google.com Description: Landlines, BSNLs main business, is a shrinking market. On top of t hat, it is losing share to rivals and is making huge losses:

Major problems of B.S.N.L: During the financial year 2008-2009 (from April 1, 2009 to March 31, 2009) BSNL has added 8.1 million new customers in various telephone services taking its cus tomer base to 75.9 million. BSNL s nearest competitor BhartiAirtel is standing a t a customer base of 62.3 million. However, despite impressive growth shown by B SNL in recent times, the Fixed line customer base of BSNL is declining. In orde r to woo back its fixed-line customers BSNL has brought down long distance calli ng rate under OneIndia plan, however, the success of the scheme is not known. Ho wever, BSNL faces bleak fiscal 2009-2010 as users flee. Presently there is an intense competition in Indian Telecom sector and various T elcos are rolling out attractive schemes and are providing good customer service s. Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural areas) has been slas

hed by 20% by TRAI, w.e.f. April 1, 2009. The reduction in ADC may hit the bott om lines of BSNL. BSNL launched 3G services in 12 cities of country in 2nd march 2009.MTNL which o perates in Mumbai and Delhi first launched 3G services in these cities. BSNL rarely has the equipment to expand its services when it needs it the most, sa ys Seth. There was always a lot of pressure and interference in the procurement of equipment. That hasnt changed. What has changed is that the mess in procuremen t is pulling BSNL down like never before. In the last three years, BSNL has gro wn slower than the industry average in the mobile segment and has lost market sh are The employees of BSNL: These 1,500 people are non-committal to the growth of BS NL. They are talented, but they lack the will to work to their capabilities, say s VAN Namboodiri, General Secretary, BSNL Employees Union. This is impacting the companys growth. At the time of corporatisation, many non-executive employees (linesmen, exchange employees) were promoted to do administrative work. They were not engineers, b ut they had functional knowledge. The young engineers joining today have to wor k under them, despite being more qualified. They feel that BSNL is suffering be cause of such non-executive people occupying executive posts. BSNLs approach to infrastructure sharing: Both in landline and mobile, as an exa mple of narrow thinking. BSNL was the first operator to have a pan-India coverag e. When private players were expanding, it refused to rent its unused infrastru cture to them. So, they had no choice but to build their own infrastructure. S ays Uppal: Had it shared infrastructure, it would have earned immediate revenues and derived a long-term competitive advantage by making its rivals dependent on it, instead of speeding up their infrastructure. Its only now that it has started sharing its mobile towers. BSNLs faulty marketing policies: BSNLs marketing policies were centred around the belief that customers will come to it. In mobile services, it wasnt doing any pu sh marketing; it didnt even leverage its pan-India coverage to good effect. In la ndline, it wasnt doing any marketing at all. Customers had to go to its exchange to apply for a connection. Customers in non-metro areas went as they trusted BSNL as a brand and didnt have many choices besides it, but it didnt cut much water in the metros. BSNL didnt eve n have a customer service call centre till last year. Awareness of its plans is very low. In the recent pay per second recalibration, it was the last company to m ake the shift. And unlike others, there was no ad blitz informing consumers of t he change. Customer shift of B.S.N.L: Its landlines, once its mainstay, have been falling consistently, from 35 million subscribers in June 2006 to 29 million subscribers in June 2009. Some of these losses are because of the shrinking of landline de mand, but most of it is due to consumers shifting to private players. Likewise, in mobiles. Extrapolating from historical trends and current market c onditions, Research And Markets, a consultancy, paints a grim picture for BSNL. It has forecast that BSNLs market share in the mobile segment will decline from 12.7% in June 2009 to 7.3% by 2013. Given the 2013 projected subscriber base of 876 million, that is 70 million subscribers for BSNL an addition of just 16 mil lion subscribers from current levels. By comparison, Bharti and Vodafone are ex pected to add 137 million and 74 million subscribers, respectively, during the s ame period.

Achievements of B.S.N.L: Worlds 7 th largest & Indias No.1 Telecommunication company 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, 287 Satellite Stations, 7330 cities/towns and 5.5 Lakh villages The present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) wi th net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last fina ncial year . Indias fourth largest telecom company as on March 2010. BSNL is a company whose cash reserves, at Rs 38,000 crore, equals the turnover o f Indias 12th largest listed company. BSNL is a company that has so much telecom infrastructure and real estate that i t is valued, by some estimates, at Rs 4,00,000 crore. If BSNL were to list today, it would be Indias most valued company, with a 25% le ad on number two. BSNL is a company that has a larger telecom network than any other player in the sector. BSNL is a company that operates in a business that will always be fundamental to the lives of people.

Share market position of B.S.N.L: In the last three years, BSNL has been a laggard in the mobile business in every which way. In this high-growth business, it has grown the slowest in the last t wo years. Its co-leaders have broken away, even as new players are closing in on it. Subscriber arket Share Growth M

Figures in million Year-on-year growth in % Source: Annual report , Trai

Figures in %

Source: Annual report , Trai

National and international image of B.S.N.L: Bharat Sanchar Nigam Ltd. formed in October, 2000, is World s 7th largest Teleco mmunications Company providing comprehensive range of telecom services in India. Such as Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier servi ce, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL has install ed Quality Telecom Network in the country and now focusing on improving it, expa nding the network, introducing new telecom services with ICT applications in vil lages and wining customer s confidence. Today, it has about 47.3 million line b asic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OF C Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/to wns and 5.5 Lakhs villages. BSNL is the only service provider, making focused e fforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sect or. 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. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers wit h its wide bouquet of telecom services. BSNL is numerous operator of India in a ll services in its license area. The company offers wide ranging & most transpa rent tariff schemes designed to suite every customer. BSNL cellular service, Ce llone, has more than 17.8 million cellular customers, garnering 24 percent of al l mobile users as its subscribers. That means that almost every fourth mobile u ser in the country has a BSNL connection. In basic services, BSNL is miles ahea d of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent shar e of the subscriber base and 92 percent share in revenue terms. BSNL has more t han 2.5 million WLL subscribers and 2.5 million Internet Customers who access In ternet through various modes viz. Dial-up, Leased Line, DIAS, Account Less Inter net(CLI). BSNL has been adjudged as the number one ISP in the country. BSNL ha s set up a world class multi-gigabit, multi-protocol convergent IP infrastructur e that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million DataOn e broadband customers. The company has vast experience in Planning, Installatio n, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling n

ew heights of success, the present turnover of BSNL is more than Rs.351,820 mill ion (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). BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2 007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The turnover, nationwide coverage, reach, com prehensive range of telecom services and the desire to excel has made BSNL the N o. 1 Telecom Company of India.

Future prospects of B.S.N.L: BSNL is undergoing a transformation,. BSNL has planed four broad changes, to be implemented over the next two years. Rather than split the organisation according to divisions (finance, marketing, a nd so on), split it according to verticals (fixed, mobile, enterprise and new bu sinesses). morph from a network-technologies company to a sales-oriented company. Build the BSNL brand. Use IT to streamline business processes. Despite the distressing numbers, in the evolving environment, landline might sti ll have a business. The boundary between fixed and mobile is converging very fa st. When it comes to delivering data, entertainment and voice on the same netw ork, fixed lines score over wireless. Applications like mobile TV have had limit ed appeal among users and operators because of it spectrum-hogging properties. For a player like BSNL, which has copper and fibre already in place across the c ountry for voice, broadband and other services like IPTV (TV via landline) can r ide pillion. No other Indian telecom player even comes close on a national scal e. Their coverage is mostly select. Bharti, for instance, offers it in 95 citi es that have the highest revenue potential as identified by it. Tata and Relian ce do the last mile mostly on wireless. But reaching everywhere is not enough. BSNL still has to create a market there, and a profitable one at that, for broadband and IPTV. Traditionally, creating m arkets has never been BSNLs strength. But if it can crack the marketing, and lev erage its existing network, its landline liability can become an asset again. Conclusion: BSNL being a public sector, in order to thrive and excel, have to understand abo ut the Customers expectations. They also have to understand about their competitors and their nuances in unders tanding their Customers. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. Hence, from this report it is clear that BSNL can be the best service provider i n Asia. BSNL provides world class State-of-art technology telecom services to it s customers on demand at competitive prices world class telecom infrastructure i n its area of operation and to contribute to the growth of the country s economy .

About the project Study has been conducted only in few areas of COOCH BEHAR. For few questions r esearcher was not able to get proper response which are as follows :Time was not sufficient to conduct detailed study. For few questions researcher was not able to get proper response which are as follows: i. Chances of Switching. ii. Reason for Switching. iii. Monthly Income. The researcher has chosen 200 samples from Cooch behar, Dinhata, Mathabhanga, Tufanganj, Mec hliganj.

CUSTOMER CARE Access round the clock help at following toll free numbers Dataone Broadband 1600-424-1600 PSTN Call Center 1500 (in select states) Sancharnet Help Desk 1957

Cellone all India Help 9400024365 All BSNL customer service centers [CSCs] now remain open on all 7 days from 8 A.M to 8 P.M without any break for all activities. Cheque deposit machines have also been installed in many cities, so that custome rs can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfon e connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections a pplied for. Shifting charges for local as well as all India shifting of fixed telephone (Bfo ne) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble fr ee service. Internal Distribution Points (DPs) being provided in the customer premises to el iminate the faults arising out of overhead wires. Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant. Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensiv ely to reduce the long lengths of copper cables. Establishing call centers across the nation to provide single window solutions a nd convenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrup ted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all serv ices. Procedure for restoration of telephones disconnected due to non-payment simplifi ed and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs). More than one Public Call Office (PCO) permitted at the same premises. Various application forms and procedures being simplified for new telephone conn ections, shifting and third party transfer.

BRAND EQUITY The goal of Brand leadership paradigm is to create strong brand anyway? In manag ing Brand equity, brand equity was defined as the brand assets or [liabilities] linked to a brands name and symbol that add to [or subtract from] a product or se rvice. These assets can be grouped in to four dimensions brand awareness, perce ived quality, brand associations and brand loyalty. These four dimensions guide brand development, management and measurement. Brand awareness Brand awareness is an often undervalued asset; however, awareness has been shown to affect perceptions and even taste. People like the familiar and are pr epared to ascribe all sorts of good attitudes to items that are familiar to them . The Intel Inside campaign has dramatically transferred awareness into percepti

ons of technological superiority and market acceptance. Perceived quality Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will li nk the associations to the brand. Brand associations Brand association can be anything that connects the customer to the brand . It can include user imagery, product attributes, use situations, Organizationa l associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will l ink the associations to the brand. Brand loyalty Brand loyalty is at the heart of any brands value. The concept is to stren gthen the size and intensity of each loyalty segment. A brand with a small but i ntensely loyal customer base can have significant equity. Brand Preference The stage of brand loyalty at which a brand will select a particular bran d but will choose a competitors brand if the preferred brand is unavailable. See Brand insistence; Brand recognition. Customer Satisfaction If the customer s expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer s expectations are not met, cus tomer dissatisfaction will result. And the lower the satisfaction level, the mor e likely the customer is to stop buying from the firm.

Surveys, feedback and data analysis STRENGTH 1. Established organization with government support. 2. Better coverage of network. 3.Since they have large number of telephone exchanges. So that they can give more stress on advertisement by there different place exchange representatives. 4. Very much transparent in billing for the satisfaction of all the subscribers . No hidden system of billing. 5. Customer care centres for the better services in order to reduce the problem of customer.

WEAKNESS 1. 2. 3. 4. 5. 6. Do not provide smooth service. Frequent network problem. Trade union problem. B.T.S disturbances. Reduce in sales and lack of advertisement. Lack of attraction like other providers.

OPPORTUNITY 1. They can modify their network & implement. 2.They can give more stress on their because it is a government organization. 3. They can use their huge human resource and fixed asset. 4. Infrastructure is the best than any other service provider. THREAT 1. Increasing number of privet telecom sectors. 2. They are providing smooth and good network. 3. They are establishing their own towers in the remote corners. 4. They are engaging contract services with less remuneration. 5. Corresponding to revenue expenditure is less from other service providers.

A set of questioners is prepared keeping in mind the general awareness of TELECOMMUNICATION as a representative on behalf of B.S.N.L. . Please tick ( ) your choice able box 1. Which telecom connection do you use? (a)B.S.N.L ,(b)Others 2. Are you satisfied with B.S.N.L network ? (a)Yes, (b)No 3. For clear sound and better coverage which telecom company do you think best? (a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others. 4. The telecom facility that B.S.N.L is providing is sufficient or not? (a)Yes, (b)No. 5. Is it required to reduce further the call charge of mobile & landline connect ion of B.S.N.L. (a)Yes, (b)No.

6. Do you think that the sim and cash card of B.S.N.L is available in the market ? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? (a)B.S.N.L , (b)Others. 9. Do you have computer at home? (a)Yes , (b)No.

10. Do you have internet connection? (a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

PLACE:............... DATE:............... NK YOU THA

Findings There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers. There is a significant relationship between the Location of the Customers and Sa tisfaction of BSNL Network used by the Customers. There is a significant relationship between the Location of the Customers and Sa tisfaction of BSNL Network used by the Customers. There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers. There is a significant relationship between the Quality of Customer service and Migration of the Customers. There is a significant relationship between the Location of the Customers and Sa tisfaction of BSNL Tariff Plan. Some customers felt that when landline phone gets out of order, it is not checke d or corrected for even 1month, hence there was heavy business loss. In the evening, lines are not getting connected since network problem was too hi gh. When phone went out of order, the respondents were still charged for calls. Customers are very much dissatisfied with Linemen, because of irresponsibility. (Collecting amount from customers). Regarding Cell one respondents complained, Network is always busy with other mob ile services.

During the rainy season noise in the instrument is a problem. Respondents felt that there was no personalized service to customers. Due to non-availability of CUG connections to all, most of the customers surrend

ered BSNL and migrated to Airtel. Customers perceived that the bills are always inflated. Even after Surrendered the phone before 6months deposit amount was not yet recei ved but receiving bill. Customers are expecting more number of free calls. 50 With regards to mobile services options are limited hence customers were switchi ng over to other service providers. The extensive time lag between submission of application and receiving of a tele phone connection had made some respondents switch over to other service provider s. Customers were preferring to replace their old instrument. Most of the people were not satisfied with the BSNL Customer Service for both Mo bile and Landline. The respondents felt that The BSNL cell ones starter pack and recharge cards are in perennial short supply. The respondents experienced network problems when they used roaming to cities. Even though customers were dissatisfied with BSNL due to Loyalty they are still using BSNL service (For only Incoming). One of the major irritations, as told by the respondents was that the communication instruments provided by BSNL were of poor quality and hence they h ad to face frequent problems with the instruments. Suggestion and recommendation BSNL Cellular Service has been rated highly among the customers. The quality of service also rated as good by the customers. This should be maintained. Most of the customers opt cellular communication for their convenience. This sho uld be considered as important factor while designing their marketing strategy. Customers are expecting more value added service like internet, E-mail, Video cl ips, etc. The company can make provisions for this. The signal strength is weaker in interior places: service provider should increa se the signal strength. The company can look into restructuring of tariff to maintain competitive edge o ver rivals. The customer care centre should pay more attention in receiving and solving cust omers complaints. The free incoming calls are key factor for satisfying customer. The same strateg y should follow in future also. As the competitors are entering this field in this town the company can formulat e appropriate marketing strategy to retrain existing customers and to attract ne w customers. As the company vision is BSNL LIMITED strives to be the preferred provider of mob ile communication services in all its area of operation. With the visionary zeal of a customer oriented and market-driven organization, BSNL abide by its un det erred commitment to provide customer with viable and cost-effective solutions in the domain of its expertise at all times The company should stick to this and always maintain customer satisfaction. From the research study, it has been found out that the Customers are very parti cular about the Quality of the Telecom services and hence they want BSNL to incr ease the Quality of BSNL services by providing the Customers an attractive instr ument with new wiring connections. BSNL may also introduce some sales promotion such as cash discounts; Quality dis counts hence the promotional activities would further strengthen the market shar e of the Company. BSNL may reduce the monthly rentals and also the service tax.

Caller Ids should be provided immediately after the Customers requisition. Customer care of BSNL needs improvement.

Conclusion BSNL being a public sector, in order to thrive and excel, have to understand abo ut the Customers expectations. They also have to understand about their competitors and their nuances in unders tanding their Customers. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. Hence, from this report it is clear that BSNL is the best service provider in As ia. BSNL provides world class State-of-art technology telecom services to its cu stomers on demand at competitive prices world class telecom infrastructure in it s area of operation and to contribute to the growth of the country s economy.

Bibliography 1. 1. BOOKS: Kotler Philip, Leller Kevin Lane, Koshy Abraham, Mithileswar Jha. Marketing Management, 13th Edition, Published by D orling Kindersley (India) Pvt. Ltd., Licensees of Pearson Education in South Asi a. Place of publication: New Delhi Date of publication: 2009 2. ion, Nargundkar Rajendra. Marketing Research, 3rd Edit Published by Tata McGraw-Hill Publishing Company Limited. Place of publication: New Delhi

Date of publication: 2008 3. Churchill, A. Gilbert Jr. gical Foundation, 6th edition, The Dryden Press. Date of publication: 1995 Marketing Research-Methodolo Published by Place of publication: Orlando

4. KOTHARI.C.R Research Methodology Published by V.S. Lobri for Wishwa Prakash Eight Edition- 2004 2. JOURNALS 1. Business India 2. Business outlook WEBSITES 1. 2. 3. 4. www.bsnl.co.in www.yahoo.com www.google.com Wikipedia

3.

ANNEXURE A set of questioners is prepared keeping in mind the general awareness of TELE-C OMMUNICATION as a representative on behalf of B.S.N.L. . Please tick ( ) your choice able box 1. Which telecom connection do you use?

(a)B.S.N.L ,(b)Others 2. Are you satisfied with B.S.N.L network ? (a)Yes, (b)No 3. For clear sound and better coverage which telecom company do you think best? (a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others. 4. The telecom facility that B.S.N.L is providing is sufficient or not? (a)Yes, (b)No. 5. Is it required to reduce further the call charge of mobile & landline connect ion of B.S.N.L. (a)Yes, (b)No. 6. Do you think that the sim and cash card of B.S.N.L is available in the market ? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? (a)B.S.N.L , (b)Others. 9. Do you have computer at home? (a)Yes , (b)No. 10. Do you have internet connection? (a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

DOCUMENTS REQUIRED TO GET B.S.N.L SERVICE 1. Photo identity shall submit along with overleaf self attested. 2. Photo identity card issued by government or statuary authority. 3. Photo credit card. 4. Driving license. 5. Income tax pan. 6. Passport. 7. Voter id card. 8. Proof of address such as electricity bill , water bill , ration card. CUSTOMER HELPLINE AND WEBSITE OF B.S.N.L. CUSTOMER HELPLINE: 1. For land line services: 1500

2. For cell one services: 9434024365 3. For cell one services: (All India) : 9400024365 4. For data one broadband services : 16004241600 5. For Sanchar net services: 1957 WEBSITES FOR B.S.N.L: 1. www.bsnl.co.in 2. www.bsnl.custcarecentre 3. www.wb.bsnl.co.in 4. www.bsnl.co.public 5. www.bsnl.co.wbese 6. www.bsnl.co.service 7. www.bsnl.co.network 8. www.bsnl.co.the 9. www.bsnl. co.basictariff 10. www.bsnl.co.mobiletariff 11. www.bsnl.co.datatariff 12. www.bsnl.co.internet.tariff