Bharath Full Project

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL
INDUSTRY PROFILE
The telecom industry has been divided into two major segments, that is, fixed and wireless cellular services for this report. Besides, internet services, VAS, PMRTS and VSAT also have been discussed in brief in the report. In todays information age, the telecommunication industry has a vital role to play. Considered as the backbone of industrial and economic development, the industry has been aiding delivery of voice and data services at rapidly increasing speeds, and thus, has been revolutionizing human communication. Although the Indian telecom industry is one of the fastest-growing industries in the world, the current teledensity or telecom penetration is extremely low when compared with global standards. Indias teledensity of 36.98% in FY09 is amongst the lowest in the world. Further, the urban teledensity is over 80%, while rural teledensity is less than 20%, and this gap is increasing. As majority of the population resides in rural areas, it is important that the government takes steps to improve rural teledensity. No doubt the government has taken certain policy initiatives, which include the creation of the Universal Service Obligation Fund, for improving rural telephony. These measures are expected to improve the rural tele-density and bridge the rural-urban gap in tele-density.
NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE
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Introduction - Evolution Indian telecom sector is more than 165 years old. Telecommunications was first introduced in India in 1851 when the first operational land lines were laid by the government near Kolkata (then Calcutta), although telephone services were formally introduced in India much later in 1881. Further, in 1883, telephone services were merged with the postal system. In 1947, after India attained independence, all foreign telecommunication companies were nationalised to form the Posts, Telephone and Telegraph (PTT), a body that was governed by the Ministry of Communication. The Indian telecom sector was entirely under government ownership until 1984, when the private sector was allowed in telecommunication equipment manufacturing only. The government concretized its earlier efforts towards developing R&D in the sector by setting up an autonomous body Centre for Development of Telematics (C-DOT) in 1984 to develop state-of-the-art telecommunication technology to meet the growing needs of the Indian telecommunication network. The actual evolution of the industry started after the Government separated the Department of Post and Telegraph in 1985 by setting up the Department of Posts and the Department of Telecommunications (DoT).
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Bharat sanchar nigam limited(bsnl)established National long distance (nld)and international long distance (Ild) services opened to competition-2000 Cdma technology launched-2000 Internet telephony intiated -2000 Vsnl privatized-2002 Launch of mobile services by bsnl-2002 Broad band policy was formulated -2004 Intra circle merger guidelines estsblished-2004 Fdi limits increased from 49 to 74 percent-2005
Phase 1:entry of private sector in telecommunication equipment manufacturing .formation of vsnl and mtnl in 1986
.Liberalization of Indian economy -1990 .private sector participation in provision of vas such as cellular and paging services1992 .national telecom policy announced-1994 telecom regulatory authority of india -1997 new telecom policy announced-1999
Phase 1(1980-89)
phase 2(1990-99)
phase 3(2000 onwards)
Present Status of the Telecom Sector Indian Telecom market is one of the fastest growing markets in the world. With its 787.29 million Telephone connection as on 31st December 2010, it is the second largest
NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE Page 3
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL network in the world after China. It is second largest wireless network in the world. Over 18 million connections are being added every month. 2 Department of Telecommunications The target of 600 million telephones by the end of 11th five year plan has been achieved in February'10 itself. Wireless telephones are increasing at faster rate. The share of wireless telephones as on 31st December 2010 is 95.54% of the total phones. The share of private sector in total telephone is 84.60%. Overall tele-density has reached 66.17%. Urban tele-density is about 148%, whereas rural teledensity Is at 31.22% which is also steadily increasing. Broadband connections increased to 10.74 million by November, 2010.
Growth of Telecom Sector The opening of the sector has not only led to rapid growth but also benefited the consumers through low tariffs as a result of intense competition. Telecom sector has witnessed a continuous rising trend in the total number of telephone subscribers. From a mere 22.81 million telephone subscribers in 1999, the number increased to 846.33 million at the end of March, 2011. The total number of telephones stands at 926.55 million at the end of December'11 showing addition of 80.22 million during the period from April to December'11. Wireless telephone connections have contributed to this growth as their number rose from 165.09
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL million in 2007 to 811.60 million in March, 2011 and 893.86 million at the end of December'11. The wire line connections have however, declined from 40.77 million in 2007 to 34.73 million In March, 2011 and 32.69 million in December'11. Role in Indias Development Employment The Indian telecommunication industry employs over 400,000 direct employees and about 85% of these employees are from government-owned companies. The ratio of number of subscribers to employees, an indication of efficiency and profitability, is much higher for private companies than for government companies. Foreign Direct Investment (FDI) Cumulative FDI in Telecom Sector Since 2000
Up to Year Ending $ in million) March 07 March 08 March 09 March 10 March 11 Sep 11
Cumulative FDI (US 2581 3782 6392 8924 10555
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Foreign direct investment has been one of the major contributors in the growth of the Indian economy, and therefore, the need for higher FDI is felt across sectors in the Indian economy. The telecom sector has played a crucial role in attracting FDI in India. The share of telecom sector in the total FDI inflows in India has gone up to 10% in FY09 as compared with just 3% in FY05.The telecom sector requires huge investments for its expansion as it is capital-intensive and FDI plays a vital role in meeting the fund requirements for expansion of the telecom sector. Telecom accounts for almost 10% of the total FDI inflows in the country and has been the third-largest sector to attract FDI in India in the post-liberalization era The Indian telecom industry has been an attractive avenue for foreign investors over the years. As per DIPP figures, the cumulative FDI inflow during August 1991 to June 2009 period, in the telecommunication sector amounted to US$ 113 bn. FDI calculation takes into account radio paging, cellular mobile and basic telephone services in the telecommunication sector.
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL In the 2004-05 Budget, the government raised the FDI limit from 49% to 74% in the telecom services segment subject to retention of local management control. According to the new norms, 26% share out of the 74% should be held by an Indian company or an Indian citizen with Indian management. Further, 100% FDI is permitted in telecom manufacturing, category I infrastructure providers, ISPs without gateway, call centres and IT-enabled services. Further, direct or indirect FDI up to 74% is permitted subject to licensing and security requirements for ISPs with gateways, radio paging operators and category II infrastructure providers. The relaxation in FDI norms has attracted many foreign telecom majors to the sector. The presence of foreign players has not only encouraged faster infrastructure development and up gradation but also has opened up the domestic industry to foreign competition. Since 2004, there has been a large inflow of FDI in the sector. During 2004-05 and 2005-06, a period during which the FDI norms were relaxed, the FDI inflow grew by an astounding 300% to US$ 624 million in 2005-06 from merely US$ 125 million in 2004-05. The inflow of FDI has provided tremendous impetus to the sector in the past few years and the attractiveness of the sector has kept the FDI inflows growing steadily. During FY09 the FDI in the telecom sector at US$ 2,558 million was 103% higher than that seen in FY08 at US$ 1,261 million. Further, the FDI in the sector has already reached US$ 2010 million for a six month period of FY10 (Apr-Sep 09) and is expected to surpass the total FDI for FY09. Growth of IT-ITES and Financial Sector: India has entered the league of countries with the most-advanced telecommunication infrastructure after the industry was deregulated. Furthermore, deregulation has stimulated Indias economic growth through industry growth and through rise in investments. It is evident that a well-developed communication sector improves access to social
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL networks, lowers transaction costs, increases economic opportunities, widens markets, and provides better access to information, healthcare and educational services. The growth in Indian telecom sector has been concomitant with overall growth in GDP, government revenue, employment et al. Besides,
telecommunication has increased efficiency, reduced transaction costs, attracted investments and has created new opportunities for business and employment. The telecom sector has been instrumental in creating jobs for a vast pool of talented and knowledge professionals in the IT and ITES-BPO industry, which thrives on reliable telecommunication infrastructure. India has become an important outsourcing destination for the world and the boom in this sector also has transformed Indias economic dynamics. The evolution of telecom sector has brought about a revolutionary change in the way some businesses operate. Increasing Affordability of Handsets: The phenomenal growth in the Indian telecom industry was predominantly aided by the meteoric rise in wireless subscribers, which encouraged mobile handset manufacturers to enter the market and to cater to the growing demand. Further, the manufacturers introduced lowerpriced handsets with add-on facilities to cater to the increasing number of subscribers from different strata of the society. Now even entry-level handsets come with features like coloured display and FM radio. Thus, the falling handset prices and the add-on features have triggered growth of the Indian telecom industry. Prepaid Cards Bring in More Subscribers: In the late nineties, India was introduced to prepaid cards, which was yet another milestone for the wireless sector. Prepaid cards lured more subscribers into the industry besides lowering the credit risk of service providers due to its upfront payment concept. Prepaid cards were quite a phenomenon among first-time users who wanted to control their bills
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL and students who had limited resources but greater need to be connected. Pre-paid cards greatly helped the cellular market to grow rapidly and cater to the untapped market. Further, the introduction of innovative schemes like recharge coupons of smaller denominations and life time incoming free cards has led to an exponential growth in the subscriber base. Introduction of Calling Party Pays (CPP): The CPP regime was introduced in India in 2003 and under this regime, the calling party who initiated the call was to bear the entire cost of the call. This regime came to be applicable for mobile to mobile calls as well as fixed line to mobile calls. So far India had followed the Receiving Party Pays (RPP) system where the subscriber used to pay for incoming calls from both mobile as well as fixed line networks. Shifting to the CPP system has greatly fuelled the subscriber growth in the sector. Changing Demographic Profile: The changing demographic profile of India has also played an important role in subscriber growth. The changed profile is characterized by a large young population, a burgeoning middle class with growing disposable income, urbanization, increasing literacy levels and higher adaptability to technology. These new features have multiplied the need to be connected always and to own a wireless phone and therefore, in present times mobiles are perceived as a utility rather than a luxury.
3G Telecom Services The explosive growth of the telecom industry in India is being followed by the urge to move towards better technology and the next level of service delivery. While the last 5 years have been transformational for Indian telecom industry, the next few years look even more exciting. BWA will overcome the key hindrance of
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL ROW in India, while 3G has the potential to make the mobile phone, a ubiquitous device for accessing the internet. The new opportunities opened through new services such as 3G mobile, VAS, Wi-MAX, M-Commerce, Mobile banking and Broadband wireless services will put emphasis on deeper penetration into urban and rural areas. Mobile Number Portability (MNP) MNP allows any subscriber to change his service provider without changing his mobile phone number. The much-awaited mobile number portability was launched on 25th November 2010 at Haryana and on January 20, 2011 in entire country. With the rollout of MNP, mobile telecom service providers will be forced to improve quality of their service to avoid loss of subscribers. Value Added Services (VAS) The mobile value added services include, text or SMS, menu based services, downloading of music or ring tones, mobile TV, video, streaming, sophisticated mcommerce applications etc. Prior to 2008, a majority of VAS revenues were attributable to SMS's. However, recent trends indicate that this mix is evolving. With greater penetration of new services, availability of relatively inexpensive feature rich handsets and consumer education, VAS other than SMS is gaining importance. It is further expected that 3G and BWA will raise hopes for an increase in demand of data and content based services. Such as cloud computing, remote surveillance, fleet management, telematics and retail supply chain. Mobile VAS such as mobile TV, mobile banking and mobile governance will witness a higher demand in future.
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COMPANY PROFILE
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sectors until in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/Townsend 5.5Lakhs villages. BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is an accessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services.
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BSNL is numerous Uno operator of India in all services in its license area. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes viz. Dial-up, Leased Line, DIAS, and Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband Access Network. At present there are 0.6 million Data One broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351820 million (US $ 8 billion) with net profit to the tune of Rs.99390 million (US $ 2.26 billion) for last financial year. The infrastructure (US$14.37billion). asset on telephone alone is worth about Rs.630000 million BSNL plans to expand its customer base from
present47millions lines to 125 million lines by December 2007 and Infrastructure investment plan to the tune of Rs.733crores (US$ 16.67 million) in the next three
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL years. The turnover, nationwide coverage, reach, comprehensive range of telecomservices and the desire to excel has made BSNL the No. 1 Telecom Company of India BSNL is in the process of commissioning of a world class, multi-gigabit, multi-protocol, convergent IP infrastructure through National
Internet Backbone-II (NIB-II), that will provide convergent services through the same backbone and broadband access network. The Broadband service will be available on DSL technology (on the same copper cable that is used for connecting telephone), on a countrywide basis spanning 198 cities. In terms of infrastructure for broadband services NIB-II would put India at par with more advanced nations. The services that would be supported includes always-on broadband access to the Internet for residential and business customers, Content based services, Video multicasting, Video-on-demand and Interactive gaming, Audio and Video conferencing, IP Telephony, Distance learning, Messaging: plain and feature rich, Multi-site MPLS VPNs with Quality of Service (QoS) guarantees. The subscriber will be able to access the above services through Subscriber Service Selection System (SSSS) portal.
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EVOLUTION OF BHARAT SANCHAR NIGAM LIMITED (BSNL)
In India, the Posts and Telegraph Department originated in 1851 as a small part of the Public Works Department. Dr. William Shaughnessy pioneered telegraph and telephone in India. A regular separate department was opened around 1854 when telegraph facilities were thrown open to the public. The major milestones of the organization are as shown below. 1851 First operational land lines were laid by the government near Kolkata 1881 Telephone service introduced in India 1883 Merger with postal system1923 Formation of Indian Radio Telegraph Company (IRT) 1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company (IRCC) 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT) 1985 Department of Telecommunication (DOT) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system) 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas 1997 Telecom Regulatory Authority of India (TRAI) created
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 1999 Cellular Services are launched in India. New National Telecom Policy is adopted 2000 DOT becomes a corporation, BSNL 2001 Policy announced for additional licenses in Basic and Mobile Services 2002 BSNL enters into GSM cellular operation 2003 Unified Access (Basic & Cellular) Service License (USAL) introduced as a first step towards Unified License Regime 2004 License fee was reduced by 2% across the board for all the access licenses. 2005 Introduced Broadband in the country
Major milestones in the history of BSNL BSNL, formed in October, 2000, is world's 7th largest telecommunications company providing comprehensive range of telecom services in India: Wire line, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector units in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and winning customer confidence. Today, it has about 47.3 million line basic telephone capacity, 4million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.
BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook and corner of country and operating across India except Delhi and Mumbai. Whether it is the inaccessible areas of Siachen Glacier or the NorthEastern region of the country, BSNL serves its customers with its wide bouquet of telecom services. BSNL is the numerous Uno operator of India in all services in its license area. The company offers wide ranging and most transparent tariff schemes designed to suit every customer. BSNL cellular service, Cell One, has more than 17.8 million cellular customers, garnering 24%of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with35.1million Basic Phone subscribers, i.e., 85% share of the subscriber base and 92% share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million internet customers who access internet through various modes, viz. Dial-up, Leased Line, DIAS, Account Less Internet (CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has set up a world-class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent services like voice, data and video through the same Backbone and Broadband access network. At present there are 0.6 million data one broadband customers.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL The company has vast experience in Planning, Installation, network integration and Maintenance of switching & transmission networks and also has a world class ISO 9000certified Telecom Training Institute. BSNL is the largest telecom operator in India and is known to everybody for Basic Telephony Services for over 100 years. Presently the Plain old, Countrywide telephone service is being provided through 32,000 electronic exchanges, 326 Digital Trunk Automatic Exchanges(TAX),Digitalized Public Switched Telephone Network (PSTN) all interlinked by over 2.4 lakh km of Optical Fiber Cable, with a host of Phone Plus value additions to our valued Customers. BSNL's telephony network expands throughout the vast expanses of the country reaching to the remotest part of the country. Scaling new heights of success, the present turnover of BSNL is more than Rs.351820 million (US $ 8 billion) with net profit to the tune of Rs.99390 million (US $ 2.26 billion)for last financial year The infrastructure asset on telephone alone is worth about Rs.630,000million (US $ 14.37 billion).The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.
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OWNERSHIP PATTERN Bharat Sanchar Nigam limited is a public sector communications company in India. BSNL is Indias oldest and largest communication service provider .BSNL provides almost every telecom service, however following are the main Telecom services being provided by BSNL in India: Universal telecom services Cellular mobile telephone services Internet Intelligent network(IN)
INFRASTRUCTURE FACILITIES Our corporate office, R&D and factory are situated at the heart of the Trivandrum city. Our infrastructure is spread across 6000 SQ FEET with four building ,the main office constitutes of the accounts ,administration ,marketing and directors offices .there are separate buildings for R&D centre ,that houses the software and quality departments , production buildings where the entire assemble is done , and a another separate building for the customer support departments .our advanced infrastructural setup gives us high production capacity of more than 5000 machines per month.
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AWARDS AND ACCOLADES Prestigious CNBC Consumer award,2010 ,in the category of best Broadband service provider of the country was awarded at Mumbai 2010 National telecom operators award in the category best internet service provider in India on May 2010 Award for HEAVY WEIGHT MINI NAVRATNA-NONMANUFACTURINGAT A function in new Delhi On 6th April 2010
VISION/ MISSION Vision To become the largest telecom service provider in Asia. Create a customer focused organisation with excellence in customer care, sales and marketing. Leverage technology to provide affordable and innovative telecom. Service/products across customer segments. 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 area of operation and to contribute to the growth of the countrys economy. Be the leading telecom service provider ion India with global presence. Generating value for all stakeholders employees, shareholders, vendors and business associates. Maximising return on existing assets with sustained focus on profitability.
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL Becoming the most trusted preferred and admired telecom brand. Becoming the most trusted preferred and admired telecom brand. To explore International markets for Global presence.
OBJECTIVES To be a lead telecom service\s provider. To provide quality and reliable fixed telecom service to our customer and thereby increase customers confidence. To provide mobile telephone service of high quality and become no. 1 GSM operator in its area of operation. To provide point of interconnection to other service provider as per their requirement promptly.
QUALITY POLICY: BSNL Tumkur Telecom Will strives to provide state of the art telecom services as per corporate goals, with a view to maintain long term relationship with the customers. We will enable the organization to focus on meeting the customer expectations by exploring strategies for continual improvement in quality process technology and services.
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Future growth prospects: 1. It has planned to implement the quality improvement 2. In addition to strengthening of market, network quality assurance programs and Broadband enhancement activities will be undertaken. 3. To create awareness among the consumers, door to door campaign will be arranged by engaging consultancy service.
PRODUCTS AND SERVICES PROFILES: 1. Basic and limited mobile telephone services:BSNL is the leading service provider in the country in the basic Telephone services. As of now more than 35 million direct exchange lines and more than 2.2 million Telephone services exist. BSNL has provides number of attractive tariff packages and plans which shall further strengthen its subscriber base.
2. Cellular mobile telephone services: BSNLs GSM Technology based cellular network reached a long way, covering 20836 cities/towns with a subscriber base of over 5crores as on 31st march2010 out of with a 4.5crores cellular telephone are in pre-paid segment.
3. Internet services: BSNL offers dialup internet services to the customers by post-paid service with the brand Name Net one and pre-paid service with the brand name Sachartnet. The post-paid service is a CLI based access service, currently
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL Operational in localities. Sancharnet is available on local call basis throughout India to ISDN and PSTIN subscribers. The internet dhaba scheme of the company aims to further promote internet usage in rural and semi urban areas. To keep pace with the latest and varied value added services. MPLS based VPNs is a very is a very useful service for corporate. As it will reduces the cost Involved as well as the complexity in setting up VPNs for customers networking. As on 31.3.2005, your companys total internet customer base was 1798089 and total internet Dhabas were 4143. A total of 708594 dial up internet connections have been given during 2004-2005, against a target of 7 lakhs. BSNL plans to give 1215980 more dial up connections during the year 2006-2007. As on there were 2367404 internet subscribers are working in BSNL Network.
4. Intelligent network: Intelligent network services are a service that incorporates several value added facilities, thoroughly designed to save time and money, and enhance productivity. At card (ITC), and account card calling (ACC), Virtual private network (VPN), Universal access number (UAN) and Tele voting IN services, with the commissioning of five number of new technology IN platforms (four general purpose and one mass calling) at Kolkata, Bangalore, Ahmadabad and Hyderabad, the India Telephone card facility and new value added services are being provided throughout the country.
5. Broad band services: BSNL has launched its broadband services under brand name BSNL Broadband on 14.1.05. this offer high speed internet access with speed ranging from 256KBPS to 24 Mbps. Ever since its inception BSNL is
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL continuously expanding its broadband network in response to ever growing demand of Broadband service throughout India present customer base is 3.56 million, with equipped capacity of 6.1 million. BSNL Broadband services are available in more than 3800 cities and 83000 villages.
THE SERVICE PROVIDED ARE: High speed internet connectivity (up to 24 Mbps) Broadband width on demand (planned) Virtual private network (VPN) services over broadband Dial VPN services to MPLS VPN customer IPTS Services (at present available in 66 cities) Games on demand services Video surveillance service VOIP Video tutoring services Entertainment portal
MDF Splitter
MDF Splitter Used on MDF for splitting the voice & data in Broad Band Network. Used for Splitter tag block IDC insertion tool ADSL-MDF Splitter. Continuing in its tradition of innovation and bringing forth cutting edge technology.
Sim Card
USIM Card Micro Sim Card 32 K Sim Card. 64 K Sim Card
T.Box
Used for termination of Plastic insulation cable of contact diameter 0.4mm to 0.8 mm and insulation diameter 0.7 mm, 1.50mm Specification TEC GR Latest issue
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Line Jack Unit (LJU)
It is used for terminating Telephone Exchange line and any other voice/ non-voice equipment at Subscribers premises. Specification TEC GR latest issue
LJU MK-IV
LJU MK-IV has two RJ-11 jacks to terminate two instruments / equipments on same telephone line in parallel. Supplied with or without Gas discharge (GD) tube to protect the Telephone instrument / equipment from surge voltage. TEC Spec. No:-GR/LJU-03/02 Aug 04
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Splice Closure
Optical fiber splice closure is used in the external network for housing spliced optical fibre cables and its fibers in secured conditions. Specification TEC GR No-G/OJC-02/01 Mar.'99 with latest amendts
Fibre Distribution Frame
The FDF is having capacity to terminate 72 pigtails or patch cords each on the line as well as equipment side, through six different suitable inlets each catering for 12 Nos. of connectorized pigtails or patch cords. The modular type of optical connector and adaptor mounting unit has been provided along the length of the frame. Specification of TEC GR No-G/FDF-01/01 Jan.'93 with latest amends.
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Tool Kit
The tool kit contains all the necessary tools required to help in proper & methodical installation and assembly of O F cable as well as accessories without affecting any damage to the able and optical fibre properties. Specification TEC GR No-G/OFT-01/02 Mar.'99
Single Mode Optical Fibre Jumper
The single fiber patch cords and pigtails are used for terminations while connecting the optical line system to outdoor/indoor optical fiber cables and for other measuring purposes: Specification TEC GR No.G/OFJ-01/03 June'99 with latest amendts.
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MCKINSEY 7S MODEL The 7-s model is a tool for managerial analysis and action that provides a structure with which to consider a company as a whole, so that the organizations problem may be solved and a strategy may be developed and implemented .the 7s is a frame work for analyzing organizations and effectiveness .it looks at the seven key elements that make the organization and their effectiveness.
structure
strategy
Shared values
systems
skills
style
staff
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Organization Structure of BSNL Tumkur Branch:
GENERAL MANAGER
DEM (U)
DE(PLG)
DE(C-DOPTI/D)
DE(EXT)
DGM(R)
DE (ADMN)
DE (TPR)
DE(MGI)
DFA
CAO(P&F)
CAO(TRA)
Company H R Policy:-
Selection and Recruitment. Motivation Training Wage & Salary Performance appraisal
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o BOARD OF DIRECTORS Whole-Time Director [O6 including CMD] Shri Kuldeep Goyal Cmd [Up to 31.7.2010] Shri Gopal Das, Director [Hr] *And [ Wef 01.08.2010] Shri Rajendrasingh, Director [Enterprise Business] [up to 31.5.2010][ wef 1.08.2010 charge vest with Director (CM)] Shri R.K Agarwal, Director {Consumer Mobility} & {Enterprise} [Wef 1.08.2010] Shri rajah Wadhwa, director [consumer Fixed access] Director [Finance] vacant-charge vest with the CMD. GOVERNMENT NOMINEE DIRECTORS [02] 1. Shri J S Deepak, Js (T) In Dot {17.3.2011} 2. ShriP.K.Mittal , DDG [AS-II] In Dot [upto 12.2.2011] 3. Shri R.N. Jha, DDG [IR] in DoT [wef 21.2.2011]
NON OFFICIAL-TIME DIRECTOR [04] 1. 2. 3. 4. Dr.S.K.Kak Director Shri Mahesh shah director Shri sanjiv director Shri AshishGuha Director {wef 21.05.2010
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL WORK FLOW STRUCTURE
CMD BSNL
Sr.DDG(PF) Sr.DDG (FP) Sr.DDG (SPF) Sr.DDG(SPF) DDG (EF/TAX) DDG(BBF) DDG(TS) DDG(T&C) CGM/ETR DDG(CA) CGM/NTR DDG(IA) CGMSTR DDG(TRF) CGM WTR CGM(NATF M) CGM(NCES) CGM(T&D) CGM WTR Kerala Punjab u-p u-p(w) west Bengal Chennai TD DIRECTOR (FINANCE) DIRECTOR (OPERATIO S) DIRECTOR (COMML& MARKETING) DIRECTOR (PLANNING & NS) DIRECT OR (HRD) CGMS CGMSTR Karnataka DDG(NS) DDG(MM) DDG(ILD) DDG(TX) CGM/NT R Jammu & Kashmir DDG(CS) DDG(MS) DDG(PG) DDG(CMTS) DDG(IT) DDG(COMML) DDG(NM) DDG(MKTG) DDG(MIS) DDG (REGULN) Sr.DDG(ltp) DDG(SW) DDG(TS) Gujarath CGM/ET R Haryana Sr.DDG(sw) Sr.DDG(LTP) DDG (MIS) Assam Bihar Sr.DDG(BBD) DDG(CMTSOM ) Sr.DDG(Arch) Sr.DDG(BW) Sr.DDG(SP) DDG(PG) DDG (IT) DDG (NM) Andman& NICOBA R Andhra Pradesh
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DEPARTMENTS
FINANCE DEPARTMENT: Bharath Sanchar Nigam Limited, The largest public sector undertaking of the Nation, is certainly on a financial ground thats sound. The corporation has a net worth of Rs.78757crores (US $ 17.71 billion), authorized equity capital of
Rs.10000crores (US$2.25billion), paid up equality capital of Rs.5000crores (US $17.71 billion), authorized equity capital of Rs.10,000crores (US$ 2.25billion), paid up equity capital of Rs.5000crores (US $ 1.12 billion) and Revenue is Rs.40,177crores (US $ 9.04 billion) in 2005-2006.
MARKETING DEPARTMENT: MARKETING is as old man kind. Now marketing has become a broad term in BSNL marketing deportment is associated with the exchange of goods, service and ideas. Goods it is a physical entity. Ex: CD-ROM, shirt etc. service: human effort cladded with mechanical effort to provide intellectual or spiritual benefits to the customers. Ex: The blue print of a business plan, computer software. Marketing aims at meeting needs profitable.
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OPERATIONS DEPARTMENT: This sector is mainly intended for developing software packages. The functions of this department are Launching of packages for BSNL Telegram booking Cash management All India MIS Fleet management Web based telegram message system This department is the heart of BSNL.IT Cell is mainly for the purpose introducing new software for BSNL implementation of Inventory package (MIS) has been included as a part of BBS.
HUMAN RESOURCES DEVELOPMENT: With a corporate philosophy that considers Human Resource as the most prized assets of the organization, its natural for BSNL to continually hone employee skills, enhance their Knowledge and their expertise and their aspirations to fruition .even as BSNL goes about conducting its business activities, it lays emphasis on constant enhancement of knowledge and skills through regular training programs. Bharat Sanchar Nigam Limited has a vast reservoir of highly skilled and experienced work force of about 3, 57,000 personnel.
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STAFF:
DIFFERENT CADRES AND STENGTH IN EACH CADRE GROUP A Executive Director GROUP B Sr.SDE/SDE/Sr 23964 AO/AO/AAO/PS/ADOL/ AE/MANAGER Dy Manager 23350 JAO/PA/JTO/AM/ASTT
04
CGM/PG/PCE Sr GM/GM/CE/Chief Arch AddI GM/DGM/SE AGM/DE/EE GROUP C Telecom mechanic Motor driver Line Man Sr TOA G TTA Sr TOA/TOA etc Duties of staff Duties of group D
59 663 1584 5395 98265 2930 1174 11388 17319 49283
GROUP D RM Office Peon Cleaner/jamadar/safaiwala waterman Daftary/Khalasi/Recod-Keeper junior sports Assistant Chowkidar
33830 1759 1223 1195 572
Lying of cables, maintaining the masts and antenna, carrying files to departments, attending the complaints etc
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Duties of group C Overhaul and lineup of all system, order staff for repair of faulty components, spare parts checking etc..
Duties of group B Proper maintenance of lines and execution of works, scrutinize test results, equipment and cable analyzed critically, maintain work the stations and exchanges, carry out proper administrative work and maintenance, regular inspection of exchanges. Duties of group A To see that the concerned departments activities are being carrying out properly, responsible of the department as a whole.
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NUMBER OF EMPLOYESS IN THE ORGANIZATION In the Tumkur district BSNL HAS 521 EMPLOYESS ,it can be shown from the following table. NUMBER OF EMPLOYEES IN THE ORGANIZATION:
DESIGNATIONS GM DGM CAO SDE SSDE JTO AO JAO PA HGD SA Drivers STOA(General) Telecom mechanics SKILLS
NUMBER OF EMPLOYEES 01 01 02 11 30 43 06 02 01 01 02 03 50 251
A skill is the ability or talent to perform a task well or better than average . the distinctive competences what the company does best, ways of expanding or shifting competencies . the capabilities and competencies that exist within the company . what it does best. The actual skills and competencies of the employees are working for the company.
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Managerial skills : Dedication ,observation, knowledge ,monitor employees performance, implementation of professional development programs ,demonstrates working knowledge and expertise ,good decision making ,ability to conduct and evaluate research.
INTERPERSONAL SKILL:
The term interpersonal skills is used often in business contexts to refer to the measure of a persons ability to operate within business organizations through social communication and interactions .it includes the ability to read and manage the emotions ,motivations ,and behaviors of oneself and others during social interactions or in a social-interactive context. TECHNICAL SKILLS:
Languages: c, assembly language. Hardware: switch mode suppliers , since wave inverters ,DLC & FWT chargers ,DCDC converters, FWT Other technical concepts: Knowledge of microchip assembly language programming. Laying low telephone lines and cables
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SYSTEMS The procedures, processes and routines that characterize how the work should be done: financial systems; recruiting, promotion and performance appraisal systems; information systems
Appraisal system: Promotion is done mainly on the basis of seniority and the exam that is held. To promote JTO to the SDE cadre :2/3rd of the seats promoted by seniority and 1/3rd of the seats by written exam .the exam is for the employees JTO who have completed at least 3 year service .15% seats are reserved for SC and 7.5% seats are reserved for ST . To promote SDE to DE cadre: only on sonority .15% of seats are reserved for sc and 7.5% seats are reserved for ST. To promote DE to DGM cadre: this is based only on seniority and no exam considered
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STYLE:
The leadership approach of top management and the companys overall operating approach .management style; more a matter of what managers do than what they say; how do a companys managers spend their time? What are they focusing attention on? Symbolism the creation and maintenance of meaning is a fundamental responsibility of managers. BSNL is top down approach .BSNL is authoritarian in nature Decision making process
Decision making process BOD
CHAIRMAN AND MD
FUNCTIONAL DIRECTOTS
EXECUTIVES
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This is how the decision making on a particular topic or assignment takes place in the organization .the BOD will be having an effective control over the functions of daily activities in the organization. This helps in easy carrying of business and shows how the team effort is important .it shows the co-ordination among the different employees of the organizations.
STRATEGY:
A marketing strategy is the planning and deployment methods used to obtain customers for an organization. The marketing strategy involves segmenting and targeting which markets will be most beneficial to an organization and then marketing to those markets. Actions a company plans in response to or anticipation of changes in its external environment. The direction and scope of the company are over the long term. Plans for allocation of a firms scarce resources over a time to reach its identified goals, environment, competition, customers.
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MARKETING STRATEGIES: AS we know BSNL is the number 1 mobile telecom company in India, we are eager to know how they have made it to top .so some of the marketing strategies adopted by them are: BSNL has clear technology strategy in line with its mission of providing services with world class state-of-art technology at affordable prices. Since the telecom industry is undergoing frequent technological revolutions the product cycle are very short, BSNL should go in for innovative products based on convergent technology in order to acquire dominant market position. This can be achieved byReplacement of all the outdated technologies immediately Redeployment of unutilized capacities should be considered first. Early deployment of cost effective WI FI / WI MAX technologies
PRICING: Pricing is one of the four ps of the marketing mix .the other three aspects are product management, promotion, and place .it is also a key variable in microeconomic price allocation theory.
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SHARED VALUES The interconnecting center of McKinseys model is shared values. What does the organization stands for what it believes in. central beliefs and attitudes. Compare strategic intent .the values and beliefs of the company. Ultimately they guide employees towards valued behavior One of the main values of BSNL is to address the problems or a grievance that has happened to its customers .so it has a redressed mechanism Shared values define organizational behavior and what the organizational strives to achieve .shared values shape planning for the future, determine reaction to current events, and guide at moments of decision. The shared value of an organization refers customers satisfactions ,implementing of automated machines and the and the most important thing would be the social responsibility of the organization .with regard to the above said shared values the company is functioning in all the areas which are explained as follows.
Customer satisfaction: Customer satisfaction is the objective of the company and this is achieved by the company by maintaining the quality and the standard of the products produced according to the need of the customer. Quality management: The company is providing the better quality products and maintaining the ISO standard and follows six sigma.
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Social responsibility: BSNL contribution to include setting up and managing educational institutions hospitals, school for the mentally challenged and rehabilitation centers for the underprivileged. BSNL believes that compassion empathy and service orientation are essential for overall excellence. BSNL follows clean & green policy as a concern for environment through profuse greenery in all the units. A forestation, effluent treatment, used water recycling, generation and use of biogas and rain water harvesting.
SWOT ANALYSIS STRENGTHS 1. Good brand name and image in the minds of people as excellent Telecom service provider.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 2. Good network Coverage throughout India because of its wide built network since years. 3. Services, which ensure value for money of the customers. 4. Adoption of C-DOT Technology which is users friendly and which good facilities. 5. Reasonably charged roaming facility provided exclusively by BSNL with no extra costs. 6. Experienced and technical staff.
WEAKNESSES 1. Less advertising activities.
2. Customer is not updated with the latest information.
3. 3Lack of strategic alliance
OPPORTUNITIES 1. Rapid growth in Telecom sector. 2. Prevailing same rates in all the states will be an attractive feature.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 3. More Customer care services units are to be opened in Tumkur Telecom district. 4. Increasing Networking reach and capacity, by adding more towers THREATS 1. Entry of new competitors. 2. There is a stiff competition among other service providers who advertise widely. 3. Price war between the competitors.
Learning Experience:
BSNL Tumkur branch provides a good opportunity for the students to carry out the in plant training work. BSNL gave me a general outlook of the branch and its working. He also explained me the growth and development of the branch. BSNL has a high financial power, as it is earning huge profits since several years. Came to know that there is a transparency in communication at all levels; there are barriers for making every one aware of training and development. Performance standards are fixed at corporate level like committee consistent, representatives of both management and employees. Self-initiation for training by the employees is always encouraged.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL Financial statement:

As on 31st March 2012 As on 31st March 2011 (Rs. In Lakh) (Rs. In Lakh) I EQUITY AND LIABILITIES Shareholder's Funds: Share Capital Reserves and Surplus Non-current liabilities: Long term borrowings Other Long term liabilities Long term provisions Current liabilities: Short term borrowings Trade payables Other current liabilities Short term provisions TOTAL II ASSETS Non-current assets: Fixed Assets: -Tangible assets -Intangible assets - Capital work-in-progress - Intangible assets under development Non-current investments Deferred tax assets (net) Long-term loans and advances Current Assets: Inventories Trade receivables Cash and Bank Balances Short-term loans and advances Other current assets III Intra/Inter Circle Remittances Total
1,250,000 5,867,102 7,117,102 98,318 426,257 627,981 1,152,556 204,047 984,668 612,631 128,015 1,929,361 10,199,019
1,250,000 6,756,875 8,006,875 98,318 452,605 583,098 1,134,021 72,000 1,139,305 622,374 121,231 1,954,910 11,095,806
5,083,121 1,620,053 428,048 2,043 7,133,265 601,352 6,238 66,896 7,807,751 359,678 396,218 188,509 114,142 1,209,106 2,267,653 123,615 10,199,019
5,516,005 1,713,231 523,412 1,267 7,753,915 550,141 9,215 74,637 8,387,908 394,824 443,181 250,008 124,391 1,342,745 2,555,149 152,749 11,095,806
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Part-B
GENERAL INTRODUCTION: CUSTOMER CUSTOMER IS THE KING THE MODERN MANTRA A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is purpose of it, He is not an outsider to our business. He is part of it we are not doing him a favor by serving him. He is doing us a favor by giving an opportunity to do so Individual buyer: The most commonly thought of situation is that of an individual making a purchase with little or no influence from other. However, in some cases a number of people can jointly involve in a purchasing decision. At time an entire family makes a decision to purchase a commodity. Some purchases involve individual decisions and some collective efforts are needed. The study of consumer behavior has lot of implication on marketing of goods and services and buying and decision has to be made out. Marketing is a new way of thinking about how companies and other organizations can develop beneficial exchanges with target customers who seeking to satisfy need or want. Marketing is the process of choosing market to be in, products to offer prices to change, distributors to use and messages to be sent.
Customer satisfaction Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general, satisfaction is a persons feelings of pleasure of disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations, If the performance falls short of expectations, the customers is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. The link between customer satisfaction and customer loyalty is not proportional. Suppose customer satisfaction is rated on a scale from one to five. At a very low level of customer satisfaction (level One), customers are likely to abandon the company and even bad-mouth it. At levels two to four, customers are fairly satisfied but still find it easy to switch when a better offer comes along. At level five, the customer is very likely to repurchase and even spread good word of mouth about the company. High satisfaction or delight creates an emotional bond with the brand or company, not just a rational preference. Xeroxs senior management found out that its Completely satisfied customers are six times more likely to repurchase Xerox products over the following 18 months than its very satisfied customers.
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CONSUMER BEHAVIOUR Buyer behavior is attempted to understand and predict human actions in the buying role. Consumer is a person who buys goods for his personal use and not for resale. Buyer is a person whose purchases the goods either for resale or for his personal use The term consumer behavior refers to the behavior that consumers display in searching for purchasing using, evaluating and disposing of products and services that they expect will satisfy their needs. The study of consumer behavior in the study of how individuals make decisions to spend their available resources (time, money, and efforts) on consumption related item. It includes the study if what they buy, why they buy it, where they buy it and how often they use it. Consumer differs in the age, income, taste and preference and educational level and therefore marketers should identify the different customer groups and develop products and services according to the needs of the consumers are: 1. He may be and individual or a family. 2. The consumption form of goods or services. 3. The purchase is made for personal consumption. Why We Study Consumer Behavior? There are various reasons as to why people study consumer behavior. As consumers, we benefit from insights in our own consumption related decisions, what we buy, how we buy and the promotional influences that persuade us to buy.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL The study of consumer behavior enables us to become better that are wiser customers.
As marketers and future marketers, we are able to understand consumer behavior, then we can predict how consumers are likely to react various information. Which help us to shape the marketing strategies accordingly to gain a competitive advantage in the marketing. Consumer behavior was a relatively new field of study in the mid late 1960. This new discipline borrowed heavily from the concept enveloping other scientific disciplines likes psychology, sociology etc. many early theories were based on the economic theories, on the nation that individual act rationally to maximize their benefits in the purchase of goods and services. The initial thrust to consumer research was from a managerial perspective here marketing manager wanted to know the specific causes of consumer behavior. They regarded it as an applied marketing science, if they could predict consumer behavior they could influence. This approach has come to know gas positivism and is concerned with predicting consumer behavior is known as positivists. Importance of Consumer Behavior 1. Consumer behavior is dynamic and changes continuously according to changes in consumer taste and preference. Therefore a study to analyze, monitor and understand the consumer behaviors is very essential. 2. Only by standing consumer behavior a businessman can solve the problems faced by the consumers. 3. A study of consumer behavior helps in effective marketing management.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 4. Product decision regarding price, promotion and distribution can be taken only after studying the consumer behavior and how they react to the product. 5. In an Indian marketing where changes take place very after, where the government rules keeps on changing, it I essential to study the expectations of the consumer based on the changes. 6. Consumer behavior study helps a market in exploiting new opportunities and meeting the challenges and requirements of an Indian market. The various disciplines having influence on the consumer behavior: Discipline Comprising or governed by Demand, Supply, Income, Purchasing Power. Need & Motivation, Personality
1. Economics
2. Psychology
Perception. Learning, Attitude, Social Class, Society, power, Esteem Status. Group, Behavior, Group Norms, Group Influences, role leader.
3. Sociology
4. Socio Psychology
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Determinants of consumer behavior Culture factors 1.Culture 2. Sub culture 3. Social class Social factors Personal factors 1. Reference Group 2. Family 3.Role&Status 1. Age and stage of life cycle 2. Occupation 3.Economic circumstances 4. Life style 5. Personality and self-concept. Psychological factors 1. Motivation 2. Perception 3. Learning
Background of the study consumer satisfaction Consumer satisfaction measures the gap between customer expectations offers provided by the company. If a customer of a product or dealer services exceeds his/her expectations, then the amount will exceed and equals the satisfaction, conversely, if the person experience falls short of expectation. The short fall will be equal to dissatisfaction, thus customer satisfaction is the art of managing customers expectations and experience.
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Many companies now are fighting for shares of flat or fading markets. Thus the costs of attracting customer are raising, in fact it costs five times as much to attract new customers and it does to keep the current customer satisfied. The satisfied customers make repeat purchases and they tell others about the quality of the product and experiences of consumption of the product. Smart companies give services and delight the customers by delivering more than they promise were made. This concept is accepted by universally, that is satisfaction of customer is the ultimate benchmark of organization success. Simply running complaint and suggestions systems may not give the company a full picture of customer satisfaction and dissatisfaction. The worlds biggest business has set up systems for regularly tracking customer satisfaction by conducting surveys .The customer satisfaction survey is the management discover 1990ssince 1992. Bain &Co. have conducting survey in 15 developed countries to find out how managers rank management techniques in terms of their impact to the bottom line. In the year customer satisfaction survey ranked high with 79 percent users.
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CUSTOMER SATISFACTION. (Products perceived performance & customer Expectation.)
Customer
Exceptions
Should Match
Products Perceive Performa nce
High customer satisfaction leads to High Customer Loyalty.
Therefore, many companies are aiming at TCS (Total Customer Satisfaction). For such companies, Customer satisfaction is both a goal & a marketing tool. Marketers should no longer afford to think as market researches, advertising people, direct marketers, and strategiststhey have to think and proceed as Customer Satisfiers. The key to customer retention is customer satisfaction. A highly satisfied customer Stays Longer. Talks favorable about the company and its products. Buys more as the company introduces new products and upgrades existing products. Pays less attention to competing brands and advertising and is less sensitive to price. Offers product or service ideas to the company.
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL Costs less to serve than the new customers because transactions are routinized.
High lights: One satisfied customer in 10 years would bring 100 more. Acquiring new customers costs 5 times than to retain the current customers. So, customer retention must be given greater importance.
Companys assets have little value without the existence of customers. The key company taste therefore is to attract and retain customers. Customers are attracted through competitively superior offerings and retained through better customer service. So, planning for the customer service is very crucial. CustomerSatisfaction Value of Customer Satisfaction By Andrew Mennie, General Manager Gain Communications EMEA What is the connection between customer satisfaction and the bottom line? Ever wondered how much customer satisfaction is worth? We all know and accept that it is a strategic goal for all organizations involved in the delivery of customer service. Yet in all my experience as a professional in this arena, I have never come across a customer services director who could articulate the financial value of customer satisfaction to their business. Conversely, I have never met a customer service Director Who wasnt measured on it. How Bizarre. Big business is happy to measure it but doesnt know what its worth. One of the reasons for the difficulty in making the connections is the Intangibility of customer churn. That is to say, how dissatisfied does Customers have to be before they leave and sign with the competition? What Might be an in tolerable
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL experience for one customer may well exceed all Expectations of another. Then theres competition. What if there isnt any? Before deregulation how concerned were the large utility companies with Customer satisfaction or British Telecom comes to that interesting therefore that the telecoms sector is where war is being waged on Customer Satisfaction Could it that be high customer satisfaction attracts new customers and helps retain existing ones? Sounds like that could be worth something. There is no question that customer satisfaction is difficult to measure, but why Is measurement so essential? As a student I opened my first bank as an adult with a major high street Bank. They attracted me with their offer of a $ 10 deposit to the account. I Stayed with them through the four years of university, through the gradually Increasing overdraft, the unintentional forays beyond the overdraft limit, the lost ATM cards, the replacement cheque books, the minimal deposits, the Regular and very small withdrawals. Except for the penalty charges for the Overdraft excursions the bank made very little money out of me, and in fact incurred untold cost in maintaining me as a student customer.
All that efforts are clearly with the goal of keeping me in my earning years and reaping back their investment. In fact I felt consciously loyal to them at that point and even recognize that it was my turn to pay them back. So why was their customer service so poor once I became a full-time employee? I stayed with them for several years using them for mortgage service, investment and insurances but eventually churned to one of the first telephone banks. I have been with them a few years now and every time I phone them they are aware of my recent communications with them, request that I have made and they dont try to sell an unwanted insurance policy at the end of every call.
STATEMENT OF THE PROBLEM Customer is one of the important connecting links in gigantic mechanism. They form a better source of information regarding their likes and dislikes of the products. Thus survey is to know the satisfaction and perception of the peoples (both users & non users) towards the BSNL services; this survey is carried in Bangalore city with the following objectives
OBJECTIVES 1. 2. To know the customer Perception towards BSNL mobile service. To know the user & nonuser perception towards BSNL Service.
3. To find out the factors which influence the purchase decisions of the customer? 4. A) B) C) D) E) To understand future purchase in terms of Various plans Plus rate Individual or corporate Post-paid or pre-paid Features
Need and importance of study: Individual firms have discovered that increasing levels of customer satisfaction can be kinked to customer loyalty and profits. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important.
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL There is an important relationship between customer satisfaction and customer loyalty. This relationship is particularly strong when customers are very satisfied. The purpose, of course, in measuring customer satisfaction is to see where a company stands in this regard in the eyes of its customers, thereby enabling service and product improvements that will lead to higher satisfaction levels. The research is just one component in the quest to improve customer satisfaction. As the company intends to increase its market share and concentrate more on its core products, this study will help them to devise / improve their strategies.
SCOPE OF THE STUDY Since many companies have entered in the telecommunication market, it has become necessary for BSNL Company to analysis consumer value on competitors of Service. This will help BSNL to identify its strengths & weaknesses & to know consumer attitudes & perception towards the company
METHODOLOGY The research was descriptive in nature. The major purpose of research in description of the state of affairs is existed. The method of research utilized for survey.
METHOD OF RESEARCH Survey method: A Survey is a complete operation, which requires some technical knowledge Survey methods are mostly personal in character. Surveys are best suited for getting primary data. The research obtains information from the respondents by interviewing them.
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Sampling: It is not always necessary to collect data from whole universe4. A small representative sample may serve the purpose. A sample means a small group taken in a large lot. This small group taken in a large lot .This small group should be emanative cross section and really representative in character. This selection process is calls sampling. Sample size: Samples are devices for learning about large masses by observing a few individuals. The selected sample is 100. Methods of Sampling Random sample method: The method adopted here is random sampling method. A Random sample is one where each item in th3e universe has as an equal chance of known opportunity of being selected. Research Instrument Questionnaire: A questionnaire is a carefully complied logical sequence of questr5ions directed to a define objective. It is the outline of what information is required and the framework on which the data is built upon. Questionnaire is commonly used in securing marker information that its preparation deserves utmost skill and care.
Collection of data: One of the important tools for conduction market research is that availability of necessary and useful data. Date collection is more of an art than a science. The methods of marketing research are in a way the methods of data collection. The sources of information fall under two categories.
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Internal sources: Every company has to keep certain records such as accounts, reports etc. these records provide sample information which an organization usually keeps collection in its working. External sources: When internal records are insufficient and required information is not available, the organization will have to depend on external sources. Of data are. a) Primary data:
The data collected for a purpose in original and for the first time is known as primary data. The researches collect this data to study a particular problem. Here the primary data is data collected through questionnaire by directly meeting the customers b) Secondary Data: The data, which is collected from the published sources i.e., not originally collected of the first rime is called secondary data. Here the secondary data is data collected from the companys brochures, pamphlets, catalogues and the website.
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LIMITATIONS The sample selected cannot be judged as error free because hardly the sample is an exact miniature (representation) of the population.
1.
2. The attitudes of respondents are heterogeneous in nature and the nature and chances of biased information cannot be ruled out. 3. Due to lack of proper awareness the information given by the respondents can be erroneous. 4. The survey is confined to the city of Bangalore only.
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DATA ANALYSIS AND INTERPRETATION:

1. The table showing age group of respondents: Sl. No. 1. 2. 3. 4 5. Total Groups (years) Below 20 20-30 30-40 40-50 Above 50 Response 39 30 15 10 6 =100 Results 39% 30% 15% 10% 6%
1) The graph showing age group of respondents:
Respondents Age Group

39% 40% 35% 30% 25% 20% 15% 10% 5% 0% Below 20 20-30 30-40 40-50 Above 50 15% 10% 6% 30%
INFERENCE: The above table and graph showing results regarding the respondents age groups in survey. This graph shows that taking consideration of age and respondents when age keeps increasing the respondents age group will get decreasing. In this graph there is highest respondents in the below 20 years age group.
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2. The table showing gender of respondents: Sl. No. 1. 2. Total Groups (years) Male Female Respondents 67 43 =100 Results 67% 43%
2) The Graph showing gender of respondents:
Gender of Respondents
Female 33%
Male 67%
INFERENCE: The above table and graph showing results regarding the respondents gender groups in survey. There are 67 male respondents and 33 female respondents in this survey.
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3. The table showing educational qualification of respondents: Sl. No. 1. 2. 3. 4 5. Total Qualification Schooling. Pre degree courses Undergraduate Professional Post graduate Response 11 22 24 27 16 =100 Results 11% 22% 24% 27% 16%
3) The graph showing educational qualification of respondents:
Educational qualification
Post graduate 16% Schooling. 11% Pre degree courses 22% Undergraduate 24%
Professional 27%
INFERENCE: The above table and graph is showing details about the respondents educational qualifications. The graph shows there highest respondents are mainly professionals and lowest is schooling level educational background respondents.
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4. The table showing network preference of the customers: Sl. No. 1. 2. 3. 4 5. Total Brands BSNL Airtel Reliance Vodafone Others Response 35 30 9 16 10 =100 Results 35% 30% 9% 16% 10%
4) The graph showing the network preferences by the respondents:
Preperence of Network
35% 35% 30% 25% 20% 15% 10% 5% 0% BSNL Airtel Reliance Vodafone others 9% 16% 10% 30%
INFERENCE: The above table and graph is showing details about the network preference by the respondents. The most of the respondents are BSNL network holder. There is highest network preference for BSNL and lowest is for Reliance network. This show there are most people prefers to go with BSNL network.
5. The table showing different service users of BSNL : Sl. No. 1. 2. 3. Total services Prepaid Postpaid Land line Response 33 30 37 =100 Results 33% 30% 37%
5) The graph showing different service users of BSNL:
37%
33% Prepaid Postpaid 30% Land line
INFERENCE: The above table and graph is showing details about the different type of network users of BSNL mainly prepaid, postpaid and landline users. By the above graph we can tell that there is more number of BSNL Landline users. The prepaid users are less compared to other.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 6. The table showing reasons for the particular network preference: Sl. No. 1. 2. 3. 4 Total Reason Price Service Brand image Other reasons Response 40 45 5 10 =100 Results 40% 45% 5% 10%
6) The graph showing reasons for choice of the network or service preferences:
Reasons for choice of network

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 45% 40%
10% 5%
Price
Service
Brand image
Other reasons
INFERENCE: The above table and graph is showing details about the reasons for choice of network providers. The above graph showing the service is topper than others. it means most of respondents are seeking for better services. And other side there is less preference given to the brand image. By this we can understand the most of the customer will see for better services and price comfortableness.
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7. The table showing period of respondents associated with the BSNL: Sl. No. 1. 2. 3. 4 Total Period 1 to 6 months 6 months to 1 year 1 to 2 years More than 2 years Response 15 30 40 15 =100 Results 15% 30% 40% 15%
7) The graph showing the period of respondents associated with the BSNL:
40% 40% 35% 30% 25% 20% 15% 10% 5% 0% 1-6 months 6 months-1 year 1-2 years >2 years 15% 15% 30%
INFERENCE: The above table and graph is showing details about the BSNL customer from how many years they are associated with this network. This survey shows that the most of the customer are associated with this network from 1 to 2 years.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 8. The table showing effectiveness of advertisement of BSNL: Sl. No. 1. 2. 3. 4 Total Options Highly influenced Influenced Neutral Not influenced Response 8 35 45 12 =100 Results 8% 35% 45% 12%
8) The Graph showing effectiveness of advertisement of BSNL:
Influence of Advertisement
45% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 35%
12% 8%
Highly influenced
Influenced
Neutral
Not influenced
INFERENCE: The above table and graph is showing details about the effectiveness of advertisement of the company. This study shows there is no effectiveness of advertisement by the company and the company advertisement is not much influencing to join the network.
Page 69
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 9. The table showing percentages of loyal BSNL customers: Sl. No. 1. 2. Total Options Loyal Not Loyal Respondents 80 20 =100 Results 80% 20%
9) The Graph showing percentages of loyal BSNL customers:
The Loyal Customers
20%
Loyal Not Loyal
80%
INFERENCE: The above table and graph is showing details about the percentage of loyal customers in this network. This study shows there are 80% of customers of this network are loyal customers.
Page 70
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 10.The table showing ratings of customer service in BSNL: Sl. No. 1. 2. 3. 4 5. Total 10) Options Excellent Good Satisfactory Bad Too bad Response 25 55 15 4 1 =100 Results 25% 55% 15% 4% 1%
The Graph showing ratings on customer service of BSNL:
Ratings on Service
Satisfactory 15% Bad Too Bad 4% 1% Excellent 25%
Good 55%
INFERENCE: The above table and graph is showing ratings about the services of the company. The most of the respondents are rated that the customer services are good. There was only one respondent was given response as too bad. By considering the above study we can tell that the customer service of the company is good.
Page 71
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 11.The table showing ratings on price rates of BSNL: Sl. No. 1. 2. 3. 4 5. Total 11) Options Excellent Good Satisfactory Bad Too bad Response 5 20 36 29 10 =100 Results 5% 20% 36% 29% 10%
The graph showing ratings on price rates of BSNL:
Ratings on Price Rates

40% 30% 20% 10% 0% Excellent Good Satisfactory 5% 10% 20% 36% 29%
Bad
Too bad
INFERENCE: The above table and graph is showing ratings about the prices rates given by the company to various customers. By the study we can see in the graph the price rates for the company services and product is satisfactory to the customers.
Page 72
AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 12.The table showing rating on internet service of BSNL: Sl. No. 1. 2. 3. 4 5. Total Options Excellent Good Satisfactory Bad Too bad Response 30 35 32 3 0 =100 Results 30% 35% 32% 3% 0%
12)
The graph showing rating on internet service of BSNL:
Ratings on Internet Service

Bad Too bad 3% 0% Excellent 30%
Satisfactory 32%
Good 35%
INFERENCE: The above table and graph is showing ratings about the internet service of the company. The most of the respondents are responded as the internet service of the company is good and the 95% of responses are given favor to the companys current services. So we can say the company internet service is good.
Page 73
13.The table showing rating of billing system of BSNL: Sl. No. 1. 2. 3. 4 5. Total 13) Options Easier Ok Adjustable Difficult Very difficult Response 30 48 20 1 1 =100 Results 30% 48% 20% 1% 1%
The graph showing rating of billing system of BSNL:
Comfort in Billing System

50% 40% 30% 20% 10% 0% Easier Ok Adjustable 1% Difficult 1% Very difficult 20% 30% 48%
INFERENCE: The above table and graph is showing ratings about the billing system of the company. The most of the respondents are responded as the billing system is ok for them means it is comfortable them. So we can say that there is an easy and comfortable billing system for the customer of the BSNL.
Page 74
14.The table showing Network status of BSNL across country: Sl. No. 1. 2. 3. 4 Total Options Very high High Neutral Lower Response 45 30 20 5 =100 Results 45% 30% 20% 5%
14)
The graph showing Network status of BSNL across country:
Network Status
45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Very High High Neutral Lower 30% 20% 5% 45%
INFERENCE: The above table and graph is showing responses about the network of the company. The BSNL as an old company it has very huge network towers all over India and it is one of top most network having Tele Company in India. By this study also we can come to know the BSNL Company has very high network all over India.
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15.The table showing speed of problem solving in BSNL: Sl. No. 1. 2. 3. 4 Total Options Immediately 1 week 1 month Not clarified Response 40 55 0 5 =100 Results 40% 55% 0% 5%
15)
The graph showing problem solving status of BSNL:
Problem Solving Status

60% 50% 40% 30% 20% 10% 0% Immediately 1 week 1 month Not clarified 5% 0% 40% 55%
INFERENCE: The above table and graph is showing results about the status of the problem solving capabilities of BSNL. By the study we can understand there are more responses we got the company is taking 1 week to solve the problem of the customers. So the company has to work on this to make effective way of problem solving.
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16.The table showing ratings of level of problem solving in BSNL: Sl. No. 1. 2. 3. 4 5. Total Stage Excellent Good Satisfactory Bad Too Bad Respondents 5 20 40 25 10 =100 Results 5% 20% 40% 25% 10%
16)
The graph showing ratings of level of problem solving in BSNL:
Level of Problem Solving

Too bad, 10% Excellent , 5%
Good, 20% Bad , 25% Satisfactory , 40%
INFERENCE: The above table and graph is showing results about the level of problem solving of BSNL. Here the results giving that the level of problem solving is satisfactory. But another side there is 25% results is bad. So company has to take care to improve its level of problem solving.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL 17.The table showing comparison of BSNL service with the competitors: Sl. No. 1. 2. 3. 4 Total Options Strongly acceptable Acceptable Not acceptable Strongly not acceptable Response 40 55 35 5 =100 Results 10% 55% 35% 5%
17) The graph showing comparison of BSNL service with the competitors:
comparison of service over competitors

60% 50% 40% 30% 20% 10% 0% Strongly acceptable Acceptable Not acceptable Strongly not acceptable 10% 55% 35% 5%
INFERENCE: The above table and graph is showing results about the comparison of the services of the BSNL over its competitors. By the above graph we can tell that there is the company is giving better services to its customer. But another side there is 35% of responses are telling that not acceptable it means it is not meeting in service above the competitors service. So the company has to work to improve its services.
Page 78
18.The table showing rating of BSNL service: Sl. No. 1. 2. 3. 4 5. Total Options Very good Good Average Poor Very poor Response 25 40 20 14 1 =100 Results 25% 40% 20% 14% 1%
18)
The graph showing ratings of BSNL service:
Ratings of Overall Service

40% 40% 35% 30% 25% 20% 15% 10% 5% 0% Very good Good Average Poor Very poor 1% 25% 20% 14%
INFERENCE: The above table and graph is showing ratings about the overall services of the company. This study shows the companys 40% of overall services are good and 25% of overall service is very good. So we can say that the companys 65% of service is good. Other side the 45% of the service not good and the company has to concentrate on improving of its services.
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FINDING & SUGGESTION 1. Customers are satisfied with various plans. 2. It was observed that most of the customers expressed their happiness over billing services. 3. Through my survey, I came to know that most of the customers are satisfied with our plans and toppings. 4. I observed in this study there are 80% of the BSNL customers are loyal customers. 5. I observed that the advertisement of the BSNL is not appearing in the any Medias. Hence most of the responses we got that there is no influence of advertisement to get into BSNL. 6. Through my survey I observed that there is time lag in service regarding problem solving this can be eliminate by the proper problem solving technical systems. 7. The company network is very good and it is all over India including rural areas. 8. I observed that the service over the competitors is only 65%. The company can make improve in its products and services then it can beat by increasing the market share of the company. 9. I observed that the companys internet service is very good and most of the respondents expressed their happiness towards the companys internet services. 10.The companys prices providing to its services and products is 59% good. Still the company can improve its services by providing reasonable prices to its customers.
CONCLUSION Retaining a customer is a challenging task but BSNL has high number of, satisfied and highly satisfied customers that proves the present market share of BSNL to be unshakeable and they can concentrate on other potential accounts. Developing and implementing an appropriate strategy for leveraging such a huge potential is essential for BSNL to grow and become the market leader. Keeping in mind, the immense potential available, ISPs (internet service providers) like BSNL can really seize the opportunity with the help of their resources.
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AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

phase 3(2000 onwards)

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

Up to Year Ending $ in million) March 07 March 08 March 09 March 10 March 11 Sep 11

Cumulative FDI (US 2581 3782 6392 8924 10555

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

EVOLUTION OF BHARAT SANCHAR NIGAM LIMITED (BSNL)

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

USIM Card Micro Sim Card 32 K Sim Card. 64 K Sim Card

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

Line Jack Unit (LJU)

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

Fibre Distribution Frame

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

Single Mode Optical Fibre Jumper

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

Organization Structure of BSNL Tumkur Branch:

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL WORK FLOW STRUCTURE

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

59 663 1584 5395 98265 2930 1174 11388 17319 49283

33830 1759 1223 1195 572

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NUMBER OF EMPLOYEES 01 01 02 11 30 43 06 02 01 01 02 03 50 251

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE

AN ANALYSIS OF CUSTOMER SATISFACTION AT BSNL

NITTE MEENAKSHI INSTITUTE OF TECHNOLOGY BANGALORE