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Yes 235 100%

No 0 0%

Total 235 100%

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 As it is clear from the above graph that 100% retailers sell all sim cards.

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Vodafone 45 19%

Airtel 20 8%

BSNL 40 17%

Reliance 130 55%

Total 235 100%

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 As it is clear from the above graph that 45 Hutch connection, 20 Airtel
connection, 40 BSNL connection and130 Reliance connections are being
sold.

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 It is clear from above graph that 80% retailers sell recharge card of
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  The above graph shows that only 75% of retailers are interested in selling
BSNL Connections.

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Newspaper 120 50%

T.V. 60 25%

Magazines 8 4%

Radio 12 6%

Internet 35 15

Total 235 100%

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 As it is clear from the above graph that 30% respondents came to know
about BSNL through T.V. and 60% respondents came to know from
newspapers. It can be concluded that BSNL should focus their attention to
Magazines and Radio advertisement.

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Cheaper than other 88 38% 1st

Better networking 48 20% 2nd
Good service 42 18% 3rd
Easy availability 38 16% 4th
Any other 19 8% 5th
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Satisfied 157 62%

Unsatisfied 78 38%

Total 235 100%

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 As it is clear from the above graph that 62% retailers are satisfied from
services and 38% retailers are dissatisfied from its services. This graph shows the problem
related to services

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Call Drop 12 15%

Unclear Voice 20 25%

Network Busy 12 15%

Connectivity problem 7 9%

Ineffective Agents 27 35

Total 78 100%


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 As it is clear from the above graph that 15% retailers not satisfied because
call drop, 25% are not satisfied because of unclear voice, 15% are not
satisfied because of network busy and 9% have connectivity problems and
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Satisfied 115 48%

Dissatisfied 120 52%

Total 235 100%

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 As it is clear from the above graph that 48% respondents are satisfied
from grievances handling system and 52% respondents are not satisfied.
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improvement will be necessary.

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Customer service Dept 20 8%

Distribution department 62 26%

Customer care Dept. 143 60%

Any other Dep. 10 4%

Total 235 100%


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bill dept, 62 respondents are not satisfied from Distribution dept., 13%
respondents are not satisfied from service dept. and 10% respondents not
satisfied from other department

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Satisfactory 95 40%

Dissatisfactory 104 44%

Can¶t say 36 15%

Total 235 100%

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 As it is clear from the above graph that 95 respondents said that behavior
of BSNL employees is satisfactory and other 104 respondents said that
behavior of BSNL employees is not satisfactory 36 can¶t say. This graph
shows the behavior of BSNL employees towards problem solving is not
satisfactory so they should improve their behavior regarding their
problem solving.

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The conclusion is base done the data collected from the survey
in KANPUR city. These are as follows-
1. CELLONE postpaid connection has high quality to attract
customer.
2. Customer cannot face difficulty to buy this postpaid
connection.

3. CELLONE postpaid connection consume less time to activate.

4. Their services are better than other competitors of the market.

5. The problem faced was by the Prepaid Recharge card retailers
who were not able to tell their problem which occurred during e
topping a mobile .if the customers card didn¶t received the
desired amount.

6. BSNL should provide more excel cards in the market with easy
availability.

7. Network should be fast.

8. BSNL should improve customer care services.

9.BSNL should cut down services charges for ordering of

connections much simpler and understandable to normal
person.

10.| BSNL should conduct feedback survey from their

representative to know about consumer¶s problems.

11.| BSNL should provide such facilities, which can able to retain
or increase their legal customer rate.

12.| BSNL should provide new tariff information attach with

their bills.
13.| BSNL should make SMS free.
14.| The suitable advertising campaign can be carried
15.| BSNL should provide mobile handset at a cheaper rate.
16.| BSNL payment should be in easy installments basis.
17.| BSNL should give training to its employees every year.

|
 |

| 
STRENGTH

Î| The BSNL is a Government organization and people have more faith.

Î| Large distribution of network.
Î| Peoples are aware about the BSNL.
Î| Transparent services, no hidden charges.
Î| Better coverage and multi services.

WEAKNESS

Î| The Tariff is decided by BSNL Board.

Î| The powers are centralized.
Î| The employee¶s strength is high.

Î| The expenditure on salary is high.

OPPORTUNITIES

Î| The BSNL has more variety and better quality of services it can highlight these
attribute in its advertisement.
Î| The BSNL having vast infrastructure and man power it should start other services
like shopping complex, LIC, Loan etc.

THREAT

Î| The competition is increasing.

Î| Other service providers are influencing the market.

Î| Competitors are coming with new schemes and technologies.



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