INTRODUCTION

1.1.OUTLINE OF THE PROJECT

In the modern world every thing becomes close to everyone because of the
improvement in the science & technology and also in the research & development.

Innovation of new product changes the life style of common man. in the dynamic
enviroment it has become essential to have competitive edge over others in every sphere
of life.Faster mode of communication for any purpose can provide a solution for this

A Few years back the telephone was considered to be an extra ordinary thing &
status symbol;but now most of the people are using basic telephone services & also
mobile phone has become a part of day today life.

In India cellular phones were introduced in mid of the nineties in the metro cities
but now most of the towns are connected by cellular network including remote villages.

The overcoming of communication barriers has helped everyone to grow

relationship with others. Information & ideas are being exchanged at a faster rate in order
to update & enrich & leading them to prosperity

In order to have proper understanding of this study it is nesscary to discuss some

of the marketing related concepts.

Definitions

Marketing:

Marketing is a social & managerial process by which individuals & group obtain
what they need & want thought creating offering & exchanging products of value with
other.

Products defined as broadly to cover “any thing that can be offered to someone to
satisfy a need or want customer.
Customer Satisfaction

Though customer’s bye an industrial machinery or consumer product or service

oriented products they all expect certain level of satisfaction of particular needs. This
needs-based satisfaction will depend upon customer’s perception of product or service
performance. The satisfaction derived will be in proportion to the difference between
actual performance and perceived performance of a product. The lower the difference the
greater will be the satisfaction.

The satisfaction can be defined as “a person’s feeling of pleasure or his

disappointment resulting from comparing a products perceived performance ( or out
come ) in relation to his or her expectations”.

As this definition makes clear satisfaction is a function of perceived performance

and expectations. If the performance falls shorts of expectations, the customer is
dissatisfied. If the performance matches expectations the customer is satisfied. If the
performance exceeds expectations the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are first
satisfied still find it easy to switch when a better offer comes along. Those who are highly
satisfied are less likely to switch. High satisfaction or delights creates an emotional
affinity with the brand, not first a rational preference. The result is high customer loyalty.

Buyer expectations are influenced by their past buying experience, friends and
associates advice and marketer and competitors information and promises.

Today most successful companies are raising expectation and delivering

performance to match. These companies aiming for T.C.S-Total customer satisfaction.
The challenge of implementing T.C.S is to create a company culture in which every one
within the company aims to delight the customer.
For customer-centered companies, customer satisfaction is both a good and marketing
tool. Companies that achieve that high customer satisfaction rating make sure, that their
target market knows it.

The companies must pay close attention to their customers defection rate ( the rate
at which they lose customers) and take steps to reduce it. Based on this the companies are
recognizing the importance of satisfying and retaining current customers.

The better approach for retention of customer is to deliver high customer

satisfaction.

TOOLS FOR TRACTING AND MEASURING CUSTOMER SATISFICTION

(1) COMPLAINT AND SUGGESTION SYSTEM

A customer – centered organization makes it easy for its customer to deliver

suggestion and complaints. These information flows provide companies with many good
ideas and enable then to act more rapidly to resolve problem.

2) CUSTOMER SATISTFATION SURVEYS:

Most of the times the companies cannot use complaint levels as a measure of
customer satisfaction. Responsive companies offer a direct measure of customer
satisfaction, by conducting periodic surveys. They send questionnaires or make telephone
calls to a random sample of recent customers and ask their satisfaction levels. While
collecting satisfaction data it is also useful to ask addition questions to measure the
customers repurchase intention; this will be normally high if the customers satisfaction is
high.

(3) GHOST SHOPPING:

Companies can hire persons as potential buyers to report their finding on strong
and weak points, their experience in buying the company’s and competitor’s products.

(4) LOST CUSTOMERS ANALYSIS

 Companies should concentrate on customers who have stopped buying or who
have switched to learn why this happened. It is important to conduct exit interviews when
customer first stop buying and also monitor the customer’s loss rate which if increasing
indicate that the company is failing to satisfy its customers.
 1.1.1NEED 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

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

 1.1.2. 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

communicate

 This will ultimately lead to customer satisfaction

 1.2.2.PRODUCT PROFILE:

Cellular Telephone is

 A wire-less Telephone network.

 Connected to a fixed line network.

 One can make and receive all Local, Long Distance and International calls.

 It offers valve added service like SMS. Call Divert, Roaming.

 BSNL provides excellent audio with digital technology.

 BSNL is technologically backed by ERICSSON. which provide the main

switching centre (MSC) and base station.

 FUJITSU provides Microwave back bone.

 BSNL has many main switching centers (MSC) for better communication.

NETWORK:
Cellular communication network is divided into coverage areas.

 In each coverage area there is a base station. In this base station, there is one
tower and Air-conditioned room containing “BSNL” switching radio equipment

 Base station helps to receive, send and route calls to users in that area.

 All base stations are connected to Main Switching Center (MSC).

 Main Switching Center helps in making connection calls, traffic management and
transferring calls, as users move from one coverage area to another, while making
the calls.
  Main Switching Center is the link between BSNL Network and Public Switched
Telephone (PSTN) to ordinary telephone and helps to make and receive local,
long distance and International calls

1.2.1.COMPANY PROFILE

This project was conducted in BHARAT SANCHAR NIGAM LIMITED (BSNL),

Ramanathapuram To study the effect of training on Personality Development for group
‘C ‘ employees. Telecommunication service is essential commercial services; run on
profit basis universally. However BSNL has many social obligations, as per Government
of India’s Polices, towards backward classes, underdeveloped areas, socially and
economically backward people and regions. To fulfill all these requirements BSNL has
to expand its network all over and across the country. In the current era of Liberalization,
Privatization and Global Competition, BSNL has to face new challenges of meeting the
competitions with the private operators, along-with upholding the social and Government
obligations.

Chennai Telephones is one of the major Telephone Districts in the country. It

provides integrated Telecom facilities for the metropolitan city of Chennai and its
suburbs. It serves a population of over 6.5 millions and an area of 1105 sq.kms. it
comprises of 115 Telephone Exchanges of different technologies. 100% of network is
Electronic and has 7-category I Customer Service Center and 18 Category II Customer
Service Centers. It has a Centralized In-house Computer cell for Telephone Billing and a
computerized Directory Enquiry System with two remote locations. It provides reliable
communication media for Cellular, Paging and Group EPABX Operators.

A record number of 1,42,618 (net DELs) connections were provided and 2,11,708
net switching capacity was added during the year 2000. BSNL provides a large
number of Telecom Service to its subscribers through its various networks and field units.
Services are growing rapidly with the advancement of technologies in the field of
electronics, computers, television technologies, video, data communication and merger of
all of them in the field of telecommunications. Today’s era is INFORMATION
TECHNOLOGY (IT) revolution and emergence of Multimedia Communications.

Department of Telecom Services is a Government department, drawing its

authority from the Indian TeleCHART Act 1885, and subsequent amendments. To
extend its telecom services, the department has both Technical and Non technical
activities for the provision of the services. The department’s staff are engaged normally
in the following distinct activities: Installation, Operation and Maintenance of the
equipments and lines. Commercial activities and Subscriber Relations such as Customer
care, Billing and Accounting etc. Thus the services of DOT can be segregated in to two
parts: Customer Interface Services, Telecom Services.

The latest trend is to have single window concept for providing the Commercial
Activity Services, Accounts and Billing Related Services, Complaints and Grievances
interface all at one place. These are called Customer Services Center which will provide
the assistance for services like: Application forms for new telephone connection,
Registration of new telephone connection, Accepting requests for additional accessories
and ‘phone plus’ service, Accepting requests for shifts within/outside exchange area in
the districts/SSA, Handling of complaints on Telephone Services, Sale of telephone
directories pertaining to the district/area of the customer service center and other
literature useful to the customers, Issue of duplicate telephone bills by chequ for the area
of service of the district in which the center, Receipt of payment of telephone bills by
cheque for the area of service of the district in which the centers are located, Receipt of
payment of telephone bills by cash, Re-connection of telephone lines which are
disconnected for non-payment in the area/districts of the centers, Copy of waiting list
register of the Telecom District (metro/major/minor) or exchange area, for scrutiny of
customers, Waiting list position in various exchanges areas in SSA, Details of bills of
telephones which are disconnected for non-payment to the concerned customers, PCOs
for making local/STD calls, FAX facility, Telex facility, Receipt of application for grant
of temporary/casual telephone connections, Receipts for disconnection of telephones
under shift, safe-custody or other reasons and applications for barring STD/ISD facility.
 Thus to provide the above said services in a better way the organization is
conducting training programme for its employees in various areas especially, to maintain
better customer delight. The training centers of BSNL are grouped in to three: All India
Training Center, Regional Telecom Training Center and Circle Telecom Training Center
or District Telecom Training Center. In this project Personality Development training
given to group ‘C’ employees in District Telecom Training Center is accessed to find its
effect over the employees Performance, Behavior and Attitude after completion of one-
week training programme.

BRIEF HISTORY OF BSNL

Telecommunication is one of the most important infrastructures required for the modern
life. Telephone instrument, which has the capability of practical use, has been introduced
in 1876. The first telephone exchange was established at New Haven, in 1878.

After that, two telephone companies arose and they are: The Oriental Telephone
Company Limited and The Anglo-Indian Telephone Company. By 1881, Government of
India granted original oriental Telephone Company, the license to open Telephone
exchanges at Calcutta, Bombay, Madras, Karachi and Ahmedabad. The first telephone
exchange with 17 connections was commissioned on 19/08/1881 at Chennai. By the end
of the year 1881 the telephone exchange expanded to 24 lines with 40 subscribers.

The direct exchange lines moved from 24 in 1882 to only 350 in 1910. At the
time of renewal of license in 1922, the Government laid three conditions:-

1. The business should pass in to local company.

2. The system should be modernized.
3. The rates have to be raised.

Under the first objective a “RUPEE” Company was formed in 1923 in the
name of “MADRAS TELEPHONE COMPANY LIMITED”.
 Since then, the direct exchange line rose to 1244 lines, apart from 1224
subscribers, public call offices were also opened at five places namely,
Central station, Egmore station, Madras Harbor, Salt Cotars.

To overcome the problem of overhead lines, underground cable network were laid
up to Guindy in 1923 and extended to Perambur, Royapuram and Harbour in 1932 and
the exchange lines also raised to 1832. Due to the automation of telephone services and
its use for business promotion, the demand for telephone connection spread over the
South Madras area. In 1929, a satellite automatic exchange of 200 lines capacity was
commissioned at Mount Road exchange In 1932 the exchange was further expanded
Perceiving a galloping growth in future, the Madras Telephone Company conceived a
“New Mount Road” with 1500 lines in 1933 that was commissioned only in 1947.

Due to the increase in the demand for more telephones in South Madras area, the
company decided to open one satellite exchange in the Mambalam area. A Satellite
exchange of 500 lines capacity was commissioned during 1937. In 1944, a 100 lines
satellite exchange was commissioned at St. Thomas Mount. The Chennai Telephones
organization consisting of 115 telephone exchanges with a total equipped capacity of
9,68,243 lines is spread over an area of 1,105 sq. kms. The management responsibility is
vested with the Chief General Manager, Chennai Telephones. He is assisted by 6
General Managers: G.M. (Development, GM (North), GM (South), G.M. (Central), G.M
(Telephone Exchanges) and G.M. (Finance) 33 Deputy General Managers in the common
functions and 5 directors in the area of Financial Advice and Accounting. The
Exchanges and the external plants are maintained by specially trained Divisional
Engineers, Sub Divisional Engineers, Junior Telecom Officers and Technical Staff, who
receive purpose oriented training in Telecom training centers situated in different parts of
the country. They are also given refresher training from time to time to update their
knowledge and skills in the changing technologies increasingly brought into the Telecom
Services.

Telephone systems in Calcutta, Madras, and Bombay were taken over directly by
the Indian Posts and TeleCHARTs department. The exchange at Calcutta has been
named as ‘Central Exchange’. On 30.6.1882 it had 93 numbers of subscribers. In 1985,
Indian P&T was bifurcated and the control of telephone has been transferred to
Department Of Telecom. Now recently in 1999, DOT was further bifurcated into DOT
and DTS service provider, which was incorporated as BSNL from 1.10.2000.
Role of these two departments:-
DEPARTMENT OF TELECOM (DOT)

Government’s policymaking, Licensing and co-ordination of matters relating to telephone

service, international relations, promotion of private investment in telecom. Frequency
management in radio communication, Nodal department for TRAI, control of ITI and
HTL etc

BSNL (DTS)

DTS is the part of the old DOT, which is responsible for providing telecom services in
India. The main function include:- Planning, Engineering, Installation, Maintenance
Management, Operation of voice and Non-voice Telecommunication Services all over
the country.

DOT’S MISSION IS “BETTER COMMUNICATION”

DOT is committed to provide latest in telecommunication technology and the best of the
services to its esteemed customers.

Madras Telephones covers an extensive area of approximately 1,105 sq. kms. The total
area is served by 115 telephone exchanges with a total equipped capacity of 9,68,243
lines of the capacity of EIOB, 15395 lines of EWSD, 133480 lines of AXE-10, 340484
lines of OBC, 25000 lines of FITEX and 78992 of 5ESS.

DOT/BSNL is the biggest telecom service provider of the country. It is having a

vast telecom network, spread throughout the country. All the cities (300) and Towns
(4689) in the country as per 1991 census have access to the telephone network through
telephone exchanges. STD connectivity is provided to all the District Headquarters and it
is planned to extend the same to cover all the Sub-Divisional headquarters/Tehsil Head
Quarters. About 19000 places in the country have STD codes/access. The network is
equipped with the state of the art technologies. Now all the exchange in urban and rural
areas of country is of Electronic Digital type. In rural area almost all telephone
exchanges are of Electronics Digital type. The Network of BSNL can be segmented in to
following networks:
• Telephone Network or Public Switched Telephone Network (PSTN)
 • Telex and TeleCHART Network
• Transmission Network
• Leased Line Network
• Data Network
• Satellite Based Network
Chennai Telephones follows the organizational pattern similar to the type followed by
other Metro cities viz. Delhi, Bombay and Calcutta telephones. Like other Central
Government Departments Chennai Telephones preferred departmental form of
organization. In the upper management hierarchy, it has Chief General Manager, at the
top followed by General Managers and Deputy General Managers.
The organizational set up is shown in Figure – 1

The organizational hierarchy wit respect to the department of Telecommunication

BSNL is shown in Figure – 2.
 1.2.3.ORGANISATION CHART

The Organizational hierarchy with respect to the Department of Telecommunication

BSNL is shown in figure 1.2

During the past 2 years a large number of new technologies, new services and
new customer care facilities have been introduced. The new technologies are STM rings,
LNMS, MILLN, WLL, IMPCS, Centrex, Answering Machine Service (AMS), DIAS,
VOIP, WEBFONE, SAMPARK (IVRS based).
The services rendered was categorized into four 1.ISDN 2. INTELLIGENT
SERVICE 3. WLL (Wireless in local loop)

ISDN (Integrated Services Digital Network):

A basic service of ISDN are transmission of voice of 64 kbps, Data Computers,

Data on signaling channel up to 16 kbps and also helps in video conferencing and it also
provides supplementary service for speech calls.

INTELLIGENT SEVICES:

Chennai Telephones in order to meet the demands of the customers including corporate
and business elite group, opened a new service viz. Intelligent Services. IN provides a
framework to create various Value Added Services in a centralized place independent of
the switching equipment in, calls originated by subscribers are routed to the nearest
service switching point (SS0P). It in turn, consults the service control point (SCP)
through high speed CCS7 links.

INET

J.net is India’s x.25 based packet switched public data network. It provides high-speed
connectivity between terminals. It is now being operated in 8 cities. It offers several
advantages like fast call setup. Error-Free data transfer, Multiplexed connection, Low-
cost data transfer, International access etc.

WLL (Wireless in local loop):

WLL is an emerging access network technology based on CDMA (Code Division

Multiple Access). It is provided against places where it is difficult to provide landline
connection immediately.

Two types of WLL services offered by BSNL:

• WLL with limited mobility-Tarang Service.

 • WLL with fixed Lice-FWT Service.

The various customers care steps taken by chennai telephones are:

1. Different modes of bill payment

2. Change number enquiry service.
3. Telephonic reconnection service.
4. Billing information system.
5. Fault docketing through IVRS.
6. CTD website.

Thus Chennai Telephones serves a population of over 6.5 millions where 100% of
the network is electronic having 7 customer service centers of category I 18 customer
service center of category II and provides reliable communication.

DISTRICT TELECOM TRAINNING CENTRE AND ITS TRAINNING

CURRICLUM

A host of new technologies were expected to be introduces in the telecom

network. In such a scenario the role of training cannot be ignored. In BSNL, the training
centers are grouped into three: All India Training Center, Regional Telecom Training
Center and Circle Telecom Training Center.

All the Regional Telecom Training Centers (RTTC) are being technically
controlled by BRABRAIT (Bharat Ratna Bhimrao Ambedkar Institute of Telecom
Training). There are about 15 RTTC spread over the country. It plans and order for
induction batches for JTO’s and in-service batches. These centers impart training to the
circle cadres up to the level of Junior Telecom Officers (JTO’s) and also run some need
based in service courses. Nearly, 18 Circle Telecom Training Centers are functioning in
BSNL.

There are about 13 District Telecom Training Center (DTTC) spread over the
country. They are at: Aemedabad/Bangalore, Mumbai (Bandra), Mumbai (Parel),
Calcutta (Ranikutti), Calcutta (Strand Road), Delhi, Hyderabad, Kanpur, Chennai, Pune,
Jatpur, Tiruvilla.
The training institutes of BSNL are imparting training in different areas of
telecom to Junior Telecom Officers (JTOs), Junior Accounts Officers and Personnel from
foreign countries and other departments of Government of India including public sector
undertakings. There are basically 21 types of training courses being offered 1. Induction
and 2. In-service. Induction courses are for imparting training to the newly recruited staff
in various areas of telecom and as such there are pre-recruitment program. The in-service
refresher training courses are of two types: 1. Institutional and 2. Field Training. Both of
them are meant for upgrading the knowledge and skills of the departmental personnel
already working in various fields of telecom.

This study with the in-service course on Personality Development. The various
topics offered under Personality Development are:

Registration and Introduction, Evolution of DOT, Image Building and Role

Identification, Customer Relations, Changes and Challenges, Facilities to Subscribers,
Courteous Behavior, Communication, Workmanship, Team Building, Film Show, Yoga
Class SWOT, Time Management and Meditation.

Stress Management is conducted for two days for the group ‘C’ employees, which
includes customer service centers, cash counters, supervisory post etc., The topics
covered under this programme are: Factors leading to stress, How to overcome and
manage stress, Transactional Analysis and Happier Living.

Various other subjects that dealt are:

COMPUTER:-

Internet, Data Communication, Unix, FoxPro, Oracle, Network Security, OA for

group ‘A’ OA for group ‘B’ and Network.

ACCESS TECHNOOGY:
 Overhead lines, Telephone, Sun Access, Technology, UG cable, DLC, WLL and
GSM.

MANAGEMENT AND FINANCE:-

Management of telecom equipments, Management of materials, Management of

staff and establishments, Customer care and Building positive attitudes.

A workshop on “Better Driving and Fuel Efficiency” for BSNL drivers is

conducted by ‘Petroleum Conservation Research Association’ for 2 days, on various
aspects related to fuel savings, Traffic Control , Better Driving Habits, etc., are explained.
A ‘Quiz programme’ is also organized for the drivers in fuel savings and driving skills.
Induction Training to TOA (G) for 13 weeks has been given. Thus DTTC offers so many
training Programme for the up gradation of the knowledge, Ability and skills of the
BSNL employees.
IMPORTANCE OF THE STUDY

As the communication becomes very essential in sharing information and ideas

competitive edge can be maintained if the 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
 STATMENT OF THE 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 to
customer complaints.
This study attempts to find the customer satisfaction of BSNL
 1.1.3.OBJECTIVES OF THE STUDY

Primary objective

To find out the customer satisfaction of BSNL in Ramanathapuram town

Secondary objective

 To know the importance of cellular communication

 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.

 `1.2.REVIEW OF LITERATURE

To get better understanding of research study it is needless to say that one has to
concentrate on the empirical evidence. So a careful study has been made by the
researcher to review the various studies, which have been conducted earlier in this regard.
Given below are the brief reviews of related research work.

In The year 1998 S.Ezhil Selvan conducted survey on market potential of cellular
phones in chennai. Three hundred respondents were selected by Random Sampling and
Questionnaires were administered to them. The study showed that Businessmen are in top
for using cellular phones. Most of the people are not using cellular phones because of
Higher tariff. The majority of respondents felt that charges were high. These are the
findings of the study.

In the year 2000 Mukthar conducted survey of cellular phone users In Chennai.
The Sample Size was two hundred and fifty respondents’ Data Collected by Primary
Questionnaire Method. The findings were that the advertisement given by the company
was not adequate for Reaching all the potential customers. respondents were not satisfied
with of Escotel. The business people are using the cellular phones.

In The Year 2001, L.Dhinakaran Conducted Study On Customer Satisfaction Of

Cellular Services In Chennai City. 50 Respondents were selected by Random Sampling
and Questionnaires were administered to them. The Study showed that eighty-eighty
percentage of respondents were using BSNL Cellular and Majority of the respondents are
satisfied with the overall performance of the service provider. The respondent wants to
have free incoming calls for further improvement
1.1.4.RESEARCH METHODOLOGY

Research design
Since the researcher made an attempt to measure the various contributing factors
of customer satisfaction & their association with selected socio-demoCHARTic variables
a descriptive research design was adopted

Pilot study
Since the researcher made a number of visits to the selected organization to find
out the feasibility of carrying out his research studies. During his visits he had
discussions with territory managers of BSNL. This helped the researcher to arrive at a
research problem

Universe

The present research includes two thousand five hundred subscribers of BSNL
cellular services.

Sampling Design
The researcher used simple random sampling technique using lottery method
(probability method) to draw three hundred respondents from the customer record of
BSNL in Ramanathapuram

Source of Data
The source of data collection was a primary source. The information required for
the study was directly collected from the respondents Secondary sources like company
records were used for collecting the details of the universe.

Tools For Data Collection

The researcher adopted questionnaire method to measure the customer
satisfaction
Questionnaire

The questionnaire consists of the following

 Personal data
 Importance of communication
 Influencing factors that opt for cellular communication
 Value added service
 Difficulties with service
 Tariff
 Customer care
 New features
 Other choice of services
 Suggestion for improving the service

Data Collection Process

The researcher explained the purpose of the study to the customer, He also
explained each and every dimension of the study questionnaire given to respondents and
their responses were recorded It took nearly two months for the researcher it took two
months to collect the data from the respondents

Problems Encountered By the Researcher

Difficulty confronted by the researcher in explaining about each and every

dimension to customer in orders to get accurate data
Some of the respondents were not ready to part with required information
readily.
Researcher had to make extensive travel in the town to conduct the survey. This
has delayed the data collection process to some extent.
TABLE NO: 1

AGE GROUP

NO OF RESPONDENTS
AGE GROUP PERCENTAGE
n = 300
20-30 118 39
31-40 102 34
41-50 80 27

CHART NO: 1

AGE GROUP

AGE GROUP

40
Percentage

30

20

10

0
20-30 31-40 41-50
Age of respondents

20-30 31-40 41-50

INFERENCE:

From the above it is inferred that maximum respondents were with in the age group of
20-30 with thirty nine percentages (39%) The next category being the age group of 31-40
with thirty four percent (34%). The age group of 41-50 falls in the last category with
twenty seven percent (27%)

This shows that the cellular service is very popular among the younger generation
TABLE NO: 2

OCCUPATION

NO OF RESPONDENTS
AGE GROUP PERCENTAGE
n = 300
BUSINESS 185 62
PROFESSIONALS 64 21
GOVT.EMPLOYEES 51 17

CHART NO: 2

OCCUPATION

OCCUPATION

70
60
50
40
Percentage
30
20
10
0
BUSINESS PROFESSIONALS GOVT.EMPLOYEES

No of respondents

BUSINESS PROFESSIONALS GOVT.EMPLOYEES

INFERENCE:
It is inferred from the above table that majority of respondents belong to business class
that is sixty two percent (62%). In the next, professionals and government employees are
falling under the category of twenty one percent (21%) and seventeen percent (17%)
respectively.
This shows that cellular phone is very much necessary for the business class people for
their business activity.
TABLE NO: 3
INCOME

NO OF
INCOME RESPONDENTS PERCENTAGE
n = 300
BELOW 3000 40 13
3000-6000 67 23
6000-9000 111 37
ABOVE 9000 82 27

CHART NO: 3

INCOME

INCOME LEVEL

40 37

27
percentage

30
23
20
13
10

0
BELOW 3000 3000-6000 6000-9000 ABOVE 9000
Income range

BELOW 3000 3000-6000 6000-9000 ABOVE 9000

INFERENCE:
The above table shows that people having an of income 6000-9000 form a considerable
percent (37%) people having an income below Rs3000 formed the last category of
thirteen percent (13%).
It can be inferred that as far as income is concerned the choice of cellular phone is
favoured by higher income group people.
TABLE NO: 4

IMPORTANCE OF COMMUNICATION

NO OF
OPTIONS RESPONDENTS PERCENTAGE
n = 300
STRONGLY AGREE 136 45
AGREE 164 55
NOT AT ALL AGREE - -

CHART NO: 4

IMPORTANCE OF COMMUNICATION

IMPORTANCE OF COMMUNICATION

45

55

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:

It is inferred from the above table that majority of respondents agree that the
communication should be faster.
TABLE NO: 5

CONVENIENCE OF COMMUNICATION

NO OF
OPTIONS RESPONDENTS PERCENTAGE
n = 300
STRONGLY AGREE 143 48
AGREE 157 52
NOT AT ALL AGREE - -

CHART NO: 5

CONVENIENCE OF COMMUNICATION

CONVENIENCE OF COMMUNICATION

48

52

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:

From the above table it is observed that majority of respondents feel that cellular phones
are a convenient mode for communication.
TABLE NO: 6

USAGE OF CELLULAR PHONES

NO OF
YEARS RESPONDENTS PERCENTAGE
n = 300
LESS THAH ONE YEAR 124 41
1-2 YEARS 132 44
2 YEARS 44 15

CHART NO: 6

USAGE OF CELLULAR PHONES

USAGE OF CELLUAR PHONES

50
40
30
Percentage
20
10
0
LESS THAH 1-2 YEARS 2 YEARS
ONE YEAR
Period of usage

LESS THAH ONE YEAR 1-2 YEARS 2 YEARS

INFERENCE:
It is inferred from the above table that there are forty four percent (44%) of respondents
are using cellular phones for a period of 1-2 years. Forty one percent (41%) of
respondents are using cell phones for the past one year only. Fifteen percent (15%) of the
people are using cellular phones for more than two years. This shows that mobile
communication has been growing very fast in recent times.
 TABLE NO: 7
INFLUENCING FACTORS FOR CELLULAR PHONES

NO OF
S.NO
FACTORS RESPONDENTS PERCENTAGE
n = 300
1 REFERENCE 36 13
2 OCCUPATION 142 46
3 CONVENIENCE 68 21

4 SPEEDY 54 20
COMMUNICATION

CHART NO: 7

INFLUENCING FACTORS FOR CELLULAR PHONES

INFUENCING FACTORS FOR

CELLUAR PHONES

50 46
Percentage

40
30 21 20
20 13
10
0
REFERENCE OCCUPATION CONVENIENCE SPEEDY
COMMUNICATION

Factors

REFERENCE OCCUPATION CONVENIENCE SPEEDY COMMUNICATION

INFERENCE:

Above table shows that using cellular phone is very popular among occupational group as
this factor is forty six percent (46%) and factors like convenience, speedy communication
and reference are having lesser influence.
TABLE NO: 8
RANKING OF VALUE ADDED SERVICE

NO OF
OPTION RESPONDENTS RANK PERCENTAGE
n = 300
S.M.S 186 1 62
CALL DIVERT 60 2 20
CALL WAITING 30 3 10
CALL HOLD 24 4 8

CHART NO: 8

RANKING OF VALUE ADDED SERVICE

RANKING OF VALUE ADDED SERVICE

70 62
60
50
Percentage

S.M.S
40 CALL DIVERT
30 20
CALL WAITING
CALL HOLD
20 10 8
10
0
S.M.S CALL CALL CALL
DIVERT WAITING HOLD
Value added service

INFERENCE:
It is inferred from the above table majority of respondents, that is sixty two percent (62%)
rank S.M.S. as the value added service followed by first call divert, call waiting, and call
hold ranked as second third and fourth ranks respectively.
From above it is clear that the more value added services like SMS would attract
prospective customers.
TABLE NO: 9

Difficulties in service

No of respondents
No Difficulty PERCENTAGE
n= 300
1 COVERAGE 162 52
2 ROAMING 41 20
3 AIR TIME CHARGES 61 22
4 UNREASONABLE COST 30 10

CHART NO: 9

Difficulties in service

DIFFICULTIES IN SERVICE

60 52
50
Percentage

40
30 22
20
20
10
10
0
COVERAGE ROAMING AIR TIME UNREASONABLE
CHARGES COST

Difficulties

COVERAGE ROAMING AIR TIME CHARGES UNREASONABLE COST

INFERENCE:

From the table it is inferred that majority of respondents fifty four percent (54%) are
having problem in coverage and twenty two percent (22%) respondents are having
difficulty in air time charges fourteen percent (10%) of respondent having problem in
roaming and unreasonable cost respectively.
This indicates that coverage is the main problem among the cellular phones users. This
could play a major and important role in increasing the market share of BSNL.
TABLE NO: 10
Charges and service

NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
STRONGLY AGREE 51 17
AGREE 214 71
NOT AT ALL AGREE 35 12

CHART NO: 10

Charges and service

CHARGES AND SERVICE

12% 17%

71%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
The above table show that majority of respondents are satisfied with the charges for the
service rendered as they are being seventy one percent and only twelve percent (12%)
people are not satisfied.
If can also be inferred though of the customers are satisfied; there is dissatisfaction
among a few which requires attention by the service provider.
TABLE NO: 11

ACCESSIBLITY OF CUSTOMER CARE CENTER

NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
STRONGLY AGREE 105 35
AGREE 95 65
NOT AT ALL AGREE - -

CHART NO: 11

ACCESSIBLITY OF CUSTOMER CARE CENTER

ACCESSIBILTY OF CUSTOMER CARE CENTER

35%

65%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that majority of respondents feel that customer care
center is easily accessible as they are being sixty five percent (65%). Another thirty five
percent (35%) also feel that customer care center is easily accessible.
This shows that easy accessibility is of prime importance as far as the customer
satisfaction is concerned.
TABLE NO: 12

RESPONSE RATE OF CUSTOMER CARE CENTER

NO OF RESPONDENTS
OPTIONS PERCENTAGE
n=300
STRONGLY AGREE 109 36
AGREE 122 41
NOT AT ALL AGREE 69 23

CHART NO: 12

RESPONSE RATE OF CUSTOMER CARE CENTER

RESPONSE RATE OF CUSTOMER CARE CENTER

23%
36%

41%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that considerable amount of respondents are satisfied
with the response given by customer care
The respondents who are not satisfied by customer care centre contribute twenty-three
percent of the customers interviewed.
Therefore it also recommended that customer care center should pay more attention in
hearing and solving of customer problems.
TABLE NO 13

PROBLEM SOLVING

NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
STRONGLY AGREE 66 22
AGREE 163 54
NOT AT ALL AGREE 71 24

CHART NO 13

PROBLEM SOLVING

PROBLEM SOLVING

24% 22%

54%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that majority of the respondents are satisfied with time
taken to solve a complaint and they contribute 76% of the total. Twenty four percent
(24%) are not satisfied as they feel that the time taken to solve the problem is high.
This shows that majority is satisfied with action of the service provider for their problem.
But still company has to take initiative to solve customer problem, as there is
considerable percentage of ‘not satisfied’ respondents.
TABLE NO 14

TIME TAKEN

NO OF
OPTIONS PERCENTAGE
RESPONDENTS n=300
STRONGLY AGREE 134 45
AGREE 166 55
NOT AT ALL AGREE - -

CHART NO 14

TIME TAKEN
 PERIOD TAKEN TO SOLVE PROBLEM

0%

45%
55%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that majority of the respondents are satisfied with the
time taken to solve their problems by the BSNL. This shows that there is a rapid response
from BSNL.
TABLE NO 15

QUALITY OF SERVICE

OPTIONS NO OF PERCENTAGE
 RESPONDENTS
n=300
STRONGLY AGREE 134 45
AGREE 166 55
NOT AT ALL AGREE - -

CHART NO 15

QUALITY OF SERVICE

QUALITY OF SERVICE

0%

45%
55%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that majority of the respondents are satisfied with the
quality of service provided by BSNL
TABLE NO: 16

GRACE PERIOD
 NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300

YES 246 82
NO 54 18

CHART NO: 16

GRACE PERIOD

GRACE PERIOD

NO
18%

YES
82%

YES NO

INFERENCE:
It is inferred from the table that a high percentage of respondents (eighty two percentage)
(82%) are highly satisfied with BSNL grace period and eighteen percentage (18%) are
dissatisfied with BSNL grace period.
TABLE NO: 17

AREA OF OPERATION
 NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
STRONGLY AGREE 234 78
AGREE 66 22
NOT AT ALL AGREE - -

CHART NO: 17

AREA OF OPERATION

AREA OF OPERATION

0%
22%

78%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
It is inferred from the above table that with seventy eight percent people (78%) is highly
satisfied with BSNL area of operation
This shows that BSNL has larger area of operation in Tamilnadu and their reach is
very good.

TABLE NO: 18

TARIFF AND MONTHLY BUDGET

 NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
YES 246 82
NO 54 18

CHART NO: 18

TARIFFSAND MONTHLY BUDGET

TARIFFS AND MONTHLY BUDGET

18%

82%

YES NO

INFERENCE:
It is inferred from the table that high percentage of respondents (eighty two percentage)
(82%) are highly satisfied with BSNL tariff and eighteen percentage (18%) are not
satisfied with BSNL tariff.
This shows that tariff mostly matches to the respondents budget, but still company
can formulate an acceptable tariff plan which will be accepted to the other category of
respondents also.
TABLE NO: 19

DELIVERY OF BILL
 NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
YES 249 83
NO 51 17

CHART NO: 19

DELIVERY OF BILLS

DELIVERY OF BILLS

17%

83%

YES NO

INFERENCE:
From the above table it is inferred that high percentage of respondents that is eighty three
percentages (83%) are satisfied with receipt of bills and seventeen percentages (17%) are
having difficulties in receiving bills. The company could take steps to remove the
difficulties in receiving bills of few respondents to enhance the customer satisfaction
level.
TABLE NO: 20
FREE INCOMING CALLS

OPTIONS NO OF PERCENTAGE
 RESPONDENTS
n=300
YES 300 100
NO - -

CHART NO: 20

FREE INCOMING CALLS

RESPONSE TO FREE INCOMING CALLS

0%

100%

YES NO

INFERENCE:
It is inferred from the above table that the all respondents are cheered about free
incoming calls.
This strategy of giving free incoming calls should continue in future also to be
competitive.

TABLE NO. 21

DOCUMENTS FOR ACTIVATION

OPTIONS NO OF PERCENTAGE
 RESPONDENTS
n=300
STRONGLY AGREE 161 54
AGREE 139 46
NOT AT ALL AGREE - -

CHART NO. 21

DOCUMENTS FOR ACTIVATION

DOCUMENTS FOR ACTIVATION

46%
54%

STRONGLY AGREE AGREE

INFERENCE:
From the table it is observed that majority of respondents that is fifty four percent (54%)
feel that the documents needed for activation is must and remaining forty six percent
(46%) also agree on the same choice.

TABLE NO. 22

RECOMMENDATION OF SERVICE

OPTIONS NO OF PERCENTAGE
 RESPONDENTS
n=300
ALREADY DONE SO 132 44
DEFINITELY 80 27
MAY BE 44 29

CHART NO. 22

RECOMMENDATION OF SERVICE

RECOMMENDATION OF SERVICE

50
44
45
40
35
Percentage

29
30 27
25
20
15
10
5
0
ALREADY DONE SO DEFINITELY MAY BE
Options

ALREADY DONE SO DEFINITELY MAY BE

INFERENCE:
It is inferred from the above table that the respondents that is forty four percent (44%)
have already recommended the service and twenty seven percent (27%) will definitely
recommend and rest of twenty nine percent (29%) respondents may or may not
recommend service to others.
It is also inferred that majority of respondents are recommending the service to their
friends and relatives. The company should retain such loyal customers in order to
increase their market share.
TABLE NO 23
CHANCES OF SWITCHING OVER TO OTHER SERVCE PROVIDER
 NO OF
OPTIONS RESPONDENTS PERCENTAGE
n=300
RELIANCE 180 60
AIRCEL 58 19
AIR TEL 26 9
BPL 36 12

CHART NO 23

CHANCES OF SWITCHING OVER TO OTHER SERVCE PROVIDER

CHANGES OF SWITCHING OVER TO OTHER

SERVICE PROVIDER

70 60
60
Percentage

50
40
30 19
20 9 12
10
0
RELIANCE AIRCEL AIR TEL BPL
Options

RELIANCE AIRCEL AIR TEL BPL

INFERENCE:
It is inferred from the above table that majority of respondents that is sixty percent (60%)
choose Reliance as their choice, the next is BSNL with nineteen percent (19%) and only
percentage of respondents choose AIRTEL and BPL
It is also inferred that Reliance is the major competitor for BSNL. The company can
analyze the related factor and counteract accordingly.
TABLE NO 24
FULLFILLMENT OF YOUR REQUIREMENTS

OPTIONS NO OF PERCENTAGE
 RESPONDENTS
n=300
STRONGLY AGREE 161 54%
AGREE 139 46%
NOT AT ALL AGREE 0 0

CHART NO 24

FULLFILLMENT OF REQUIREMENTS

FULLFILMENT OF REQUIRTMENT

46%
54%

STRONGLY AGREE AGREE NOT AT ALL AGREE

INFERENCE:
From the table it is observed that majority of respondents that is 54% feels that the BSNL
connection has fulfilled their requirements and remaining 46% also agree on the same
choic

TABLE NO 25
PREPAID SYSTEM
 NO OF
FACTORS RESPONDENTS PERCENTAGE
n=300
ATTRACTIVE TARIFFS 36 13
PERFECT PULSE RATE 146 46
VALIDITY PERIOD 68 21
FESTIVAL OFFERS 54 20

CHART NO 25

PREPAID SYSTEM

PREPAID SYSTEM

50 46

40
Percentage

30
21 20
20 13
10
0
ATTRACTIVE PERFECT VALIDITY FESTIVEL
TRAIFFS PULSE RATE PERIOD OFFER
Factors

ATTRACTIVE TRAIFFS PERFECT PULSE RATE VALIDITY PERIOD FESTIVEL OFFER

INFERENCE:
From the table it is inferred that majority of respondents 46% like perfect pulse rate and
21% respondents like validity period and 20% respondents like festival offers and 13%
like attractive tariffs.
This indicates that perfect pulse rate is being liked by most among the cellular users.
This could play major role in an increasing market share.

MEAN METHOD
METHODOLOGY
An attempt to measure customer care was based on certain dimensions.
Simple random sampling techniques were used in selecting the respondents from
Ramanathapuram town.
The questionnaire used three-point scale, In order to make the interpretation easier the
mean score were converted into percentage score using formula
Percentage score = (mean score-1)* 50
This was done on the assumption that score of one represent 0% and two represent 50%
and three represent 100%
The percentage and mean were used to assess the customer care by
BSNL Cellular Service in Ramanathapuram

S.No. Dimension Mean Score Percentage

1 Item1 2.45 72.5
2 Item2 2.48 74.0
3 Item3 2.05 52.5
4 Item4 2.05 67.5
5 Item5 2.13 56.5
6 Item6 1.98 49.0
7 Item7 2.04 70
8 Item8 2.78 89
9 Item9 2.54 77

Average mean score = 2.35

In order to assess the customer care nine items were identified and respondent’s
responses were calculated. The item 8 viz wide operating area is more important factor as
it is being Eighty nine percent (89%) and having mean of 2.78. Item no.9 viz documents
needed for activation is the next factor of importance as it has seventy seven percent
(77%) and having mean score of 2.54, item no.2 convenience of communication is being
seventy four percent (74%) and mean score is 2.48. Item no.6 viz time taken by customer
care centre in solving problem is less than average mean score that is 1.98 and item no.3
viz charges collected and service rendered is having of 2.05, this is below the average
mean, The service provider should consider the above factors and take necessary teps to
improve the quality of service.
 2.2.1.CHI-SQUARE TEST
Aim:

This test aims to find out whether there is any difference between occupation and
income of respondents for using cellular phone.

Sample:
Sample size = 300
Hypothesis:
Ho: There is no significant difference between occupation and income of
respondents for using cellular phones.

H1: There is a significant difference between occupation and income of

respondents for using cellular phones.

TABLE

Below 3001 to 6001 to Above

OCCUPATION/INCOME Total
3000 6000 9000 9000
BUSINESS 26 56 56 34 172
PROFESSIONALS 6 6 36 20 68
GOVT.EMPLOYEE 6 6 20 28 60
TOTAL 38 68 112 82 300

CONTINGENCY TABLE

Observed Expected (O-E) (O-E)/E

frequency frequency
26 21.8 17.64 0.809
52 38.9 171.61 4.41
56 64.21 67.40 1.409
34 47.01 169.40 3.60
6 8.61 6.81 0.790
6 15.41 88.54 5.746
36 25.38 112.78 4.443
20 18.58 2.02 0.109
6 7.6 2.56 0.337
6 13.6 57.76 4.25
20 22.4 5.76 0.257
28 16.4 134.56 8.204
TOTAL 34.004
CALCULATION

ψ² = ∑ (O-E) ² = 34.004
E

Degree of freedom 5% level of significant (c-1) (r-1)

= (1-1) (3-1)

Degree of freedom = 6

Calculated value = 34.004

Table value = 12.592

INTERPRETATION:

Since calculated value is greater than table value,

Null hypothesis rejected. Therefore there is significant difference between

occupation and income of respondents.
 WEIGHTED AVERAGE METHOD
Here the weighted average method is used to rank the respondents satisfaction
about the value added service provided by BSNL cellular.

Weighted average = weighted sum

Total weight
= ∑RW
∑W
Where R = rank
W = weight

In the following table the researcher used a four point rating scale to measure and
ranking the satisfaction level about the value added service provided by BSNL. Each
scale was given a score according to its importance starting from 4 to 1.

OPTIONS Weighted Weighted

1 2 3 4 Rank
RANK score average
SMS 186*4=744 82*3=246 16*2=32 16*1=16 1038 103.8 1
Call- 60*4=240 192*3=576 28*2=56 20*1=20 892 89.2 2
divert

Call- hold 30*4=120 8*3=24 116*2=232 146*1=146 522 52.2 4

Call- wait 24*4=96 18*3=54 140*2=280 118*1=118 548 54.8 3

From the above table it is inferred that the ranking of value added service provided by
BSNL cellular service. SMS is placed in the first rank weighted with average of
103.8.Call-divert is placed second rank with weighted average of 89.2.Call-wait is placed
in third rank with weighted average of 54.8.And fourth rank being Call-hold with
weighted average of 52.2.This shows respondents prefer and place SMS as their first
choice.
TWO WAY ANALYSIS

NULL HYPOTHESIS (Ho):

There is no significant difference between occupation and influencing.

Factors to purchase cellular phones.

ALTERNATIVE HYPOTHESIS (H1):

There is significance difference between occupation and influencing.

Factors to purchase cellular phones.

X1 X1² X2 X2² X3 X3² X1+x2+x3

20 400 8 64 8 64 36
96 784 14 196 10 100 142
28 784 14 196 26 676 68
46 246 4 16 4 16 54
∑x1=190 ∑x1²=2516 ∑x2=62 ∑x2²=1572 ∑x3=48 ∑x3²=856 ∑x1+x2+x3=300

STEP 1
T=∑X1+∑X2+∑X3
=190+62+48
T=300
C.F=T² = (300) ² =7500
N 12
C.F=7500

STEP 2
TOTAL SUM OF SQUARES
SST=[∑X1²+∑X2²+∑X3²]-C.F
=12516+1572+856-7500
=7444
STEP 3
SUM OF SQUARES BETWEEN COLUMNS
SSC=(∑X1) ²+(∑X2) ²+ (∑X3) ²-C.F
4+4+4
=10567+961+576-7500
=3062
D.F=(3-1)=2

STEP 4
SSR=36²+142²+68²+54²-7500
3+3+3+3
=432+6721.3+1541.3+972-7500
=9666.7-7500
=2166

D.F=(4-1)=3
SSE=SST-(SSC+SSR)
=7444-(3062+5228)
=2216

Source of Sum of Degree of Variance F

variation squares freedom
Between SSC=3062 3-1=2 3062/2=1531 F=1531/722=2.12
columns
Between rows SSR=2166 4-1=3 2216/3=722 F=722/369.3=1.95
Residual SSE=2166.6 (2)(3)=6 2216/6=369.3 -

(1)Fc=2.12

Ft(6,2)=19.33

(2)Fc=1.95

Ft(6,3)=8.94

Since calculated value is less than table value at 5% level of significance null hypothesis
is accepted.

So there is no significance difference between occupation and influencing factors to

purchase cellular phones.
 3.1.FINDINGS

 Cellular service is very popular among the younger generation.

 Business class people for their business activity prefer cellular phones service.

 Cellular phone is the choice of higher income group.

 Faster mode of communication is essential.

 Cellular phones are convenience for communication.

 Mobile communication has been launched recently in the town and growing at
faster rate.

 Occupation is considered as important factors of influencing for having cellular

phones other factors like speedy communication, reference are not having much
influence.

 More value added service would attract prospective customers.

 Majority of customers are satisfied with the charges collected for service
rendered.

 The accessibility of customer centre is easy.

 The customer care centre should pay more attention on hearing customer’s
problem.

 Majority of customers are satisfied with action of the service provider.

 Considerable portion of customers are not satisfied with action of the service
provider for their problem solving.

 Quality of service by BSNL is as per expectation of the customer.

 BSNL has larger area of operation.

 Tariff mostly matches to the customer’s budget.

 High percentages of customers are satisfied with delivery of bills.

 The strategy of giving free incoming calls should continue.

 Customers are satisfied with the document needed for activation.

 Majority of the customer are recommending the service to others.

 As far as switch over is concerned Reliance is customer option.

 Wide area of operation is more important factor as it is being Eighty nine percent
(89%), document needed for activation is the next factor of importance with
Seventy Seven percent (77%). Time taken by customer care centre in solving
problem is less than average mean that is Forty Nine percent (49%).

 As far as hypothesis is concerned there is significance difference between

occupation and income of customers for using cellular phones.

 As far as hypothesis is concerned there is no significant difference between

occupation and influencing factors for using cellular phones.

 As far as value added service is concerned SMS is placed in first rank and Call
divert is placed second. Call Wait and Call Hold are placed in third and fourth
rank respectively.
 3.2. SUGGESTIONS

 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
should be considered as important factor while designing their marketing strategy.

 Customers are expecting more value added service like internet, E-mail, Video
clips, etc. The company can make provisions for this.
 The signal strength is weaker in interior places: service provider should increase
the signal strength.
 The company can look into restructuring of tariff to maintain competitive edge
over rivals.
 The customer care centre should pay more attention in receiving and solving
customer’s complaints.
 The free incoming calls are key factor for satisfying customer. The same strategy
should follow in future also.
 As the competitors are entering this field in this town the company can formulate
appropriate marketing strategy to retrain existing customers and to attract new
customers.
 As the company vision is “BSNL LIMITED strives to be the preferred provider of
mobile 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 deterred 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.
 3.3.CONCLUSION

The study says that most of the customers are satisfied by the service provided by the
BSNL. The dissatisfaction is mainly due to delay in the signals. If there are steps taken to
resolve the problem the retention of customer will be more and this will satisfy most of
the customers increasing value of the service
 CHAPTER - IV

QUESTIONNAIRE

I would like to introduce myself as undergoing an MBA program at VEL TECH

MULTI TECH DR.RANGARAJAN DR.SAKUNTHALA ENGINEERING COLLEGE
in management studies with this regard. I need to do a project for the partial fulfillment of
my course

So I request you to co-operate with me by fulfilling this questionnaire. The information

will be used purely for academic purpose.

( LALITH KUMAR.V)

“A study on customer satisfaction of BSNL mobile telephone service in Karikudi

division of Ramanathapuram telephones.”

Survey on BSNL customer satisfaction

 Name :

 Age :

Occupation:

 Business  Executive  Professor

 Student
 Income :

 1000-3000  3000-6000

 6000-9000 Above 9000

 Address & Mobile no:

1) Faster mode of communication is very essential in modern days.

Strongly agree agree  not at all agree

2) Cellular services provide convenience.

Strongly agree agree  not at all agree

3) How long you had been using the cellular phones?

Less than years  3-4 years

 1-2 years above 4 years

4) Please mention the factor that had influenced you to option for this mode of
communication.

 Reference Occupational Speedy communication Cost

effectiveness Service of cellular companies
other factor specify

5) Please rank the following in order of your preference about BSNL value added
service

SMS Call-divert  Call holding Call waiting

6) Please tick the area of difficulty you come across in BSNL service
 Coverage Roaming Voice clarity UN reasonable cost
Non-availability of recharge coupon  Delivery of message Abnormality in
billing Itemized bill  other if any

7) You feel that the charges for service does perfectly match the services rendered

 Strongly agree Agree  Strongly disagree

7) You feel that the BSNL customer care center is easily assessable

 Strongly agree Agree  Not at all agree

8) The response rate of BSNL customer care center is good

 Strongly agree Agree  Not at all agree

9) The time taken by customer care center to solve problem is very

Minimal
 Strongly agree  Agree  Not at all agree

11) What is the period taken to attend and solve your problem?

1-2 days  2-4 days  with in a week.

12) The quality of services by BSNL is very good.

 Strongly agree  Agree  Not at all agree

13) Is grace period provided by BSNL is sufficient for you?

 Yes  No

14) You feel that BSNL has more operating areas.

 Strongly agree  Agree  Not at all agree.

15) Do you feel that BSNL tariff is applicable to your monthly budget?

 Yes  No

16) Are the bills are promptly delivered?

 Yes  No

17) Is the incoming free calls useful to you?

  Yes  No
18) The documents for activation (photo, residential proof) are necessary.

Yes  No

19) Would you like to recommend BSNL to others?

 Already done so  Definitely  May be

 Certainly not

20) If you are to choose the other mobile service which could be your option?

 Aircel  Airtel  Hutch  Reliance

 Bpl  None.

21) Please give the reason for above choice.

22) Has BSNL connection fulfilled your requirements?

 Strongly agree  Agree  Not at all agree.

23) State the reason you like in the prepaid system.

 Attractive tariffs  Perfect pulse rate  Validity period

 Festival offers  Any other reason, specify---------------.

24) What are the new features you would like to have in BSNL?

25) Please give your suggestions for improving the

quality of service.
 CHAPTER – V

REFERENCE

KOTLER PHILIP
Marketing Management
Published by Prentice
Hall of Indian Private Ltd
Tenth Edition-2002

KOTHARI.C.R
Research Methodology
Published by V.S. Lobri for Wishwa Prakash
Eight Edition- 2004

GUPTHA.S.C and INDIRU GUPTHA

Business statistics
Publishing House
Sixth Edition-2006

JHA and SINGH

Marketing Management
In Indian Perspective
Published by Himalaya Publishing House
Seventh Edition-2006
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