A Project Report On Service Quality in BSNL

A
Project Report
On
SERVICE QUALITY IN BSNL
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF DEGREEOF
MASTER OF BUSINESS ADMINISTRATION (MBA)
SESSION (2009-2011)
UNDER THE GUIDENCE OF: -

SUBMITTED BY:-
Dr Deepak verma
ASHISH KUMAR
MBA Faculty
MBA ITM 4th SEM.
09092903
SUBMITTED TO:- Department of Management Studies

DEENBANDHU CHHOTU RAM UNIVERSITY OF SCIENCE AND
TECHNOLOGY
DECLARATION
I, Ashish kumar student of MBA ITM 4th Semester, studying at Deenbandhu Chhotu
Ram University of Science and Technology, Murthal, hereby declare that the project
report on topic “SERVICE QUALITY IN BSNL SERVICE” submitted to DCRUST,
Murthal in partial fulfillment of Degree of Master’s of Business Administration is the
original work conducted by me.
The information and data given in the report is authentic to the best of my
knowledge.
This project report is not being submitted to any other University for award of any
other Degree, Diploma and Fellowship.
A shish Kumar
MBA ITM 4th SEM.
09092903
CERTIFICATE
This is to certify that Ashish kumar has prepared the project entitled “service quality
in BSNL service” under my supervision. He has completed this project in partial
fulfillment of the requirement for the degree of Master of business administration of
Deenbandhu Chhotu Ram University of Science & Technology Murthal (Sone pat).
The report embodies the results of original empirical research carried out by Ashish
kumar.
In my opinion the Project report is for a standard expected of an MBA(ITM) Student

and it recommend that it may be sent for evaluation.
Dr Deepak verma
Department Of Management Studies
ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectly

contributed in the development of this work and who influenced my thinking,
behaviour, and acts during the course of study.
I express my sincere gratitude to Prof. Rajbir Singh worthy Principal for providing me
an opportunity to undergo project report at service quality in BSNL service
.
I am thankful to Dr Deepak Verma (Guide) for his support, cooperation, and
motivation provided to me during the project for constant inspiration, presence and
blessings.
Lastly, I would like to thank the almighty and my parents for their moral support and
my friends with whom I shared my day-to-day experience and received lots of
suggestions that improved my quality of work.
Ashish kumar
MBA ITM 4th Sem.
09092903
INDEX
CHAPTER – 1
1 INTRODUTION
• About the company
• Satisfaction
• Consumers satisfaction
• Measuring of Customer satisfaction.
CHAPTER – 2
Review of Literature
CHAPTER -3
RESEARCH METODLOGY
• Objectives of the Study
• Research methodology
• Period of Study
• Sampling Universe
• Sources of Data
• Sample Size
CHAPTER 4
DATA ANALYSIS AND INTERPTATION
CHAPTER – 5
CONCLUSION, SUGESSTIONS, LIMITATIONS
CHAPTER – 6
BIBLIOGRAPHY
APPENDIX-A
CHAPTER-1
INTRODUCTION
Introduction
ABOUT THE COMPANY (BSNL)
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 sector unit 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/towns and 5.5 Laks 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
inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL
serves its customers with its wide bouquet of telecom services.
BSNL is numerous Uno operator of India in all services in its license area. The
company offers vide ranging & most transparent tariff schemes designed to suite
every customer.
BSNL cellular service, Cell One, 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.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US
$ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is
worth about Rs.630, 000 million (US $ 14.37 billion).
BSNL plans to expand its customer base from present 47 millions lines to 125 million
lines by December 2011 and infrastructure investment plan to the tune of Rs. 733
crores (US$ 16.67 million) in the next three years.
The turnover, nationwide coverage, reach, comprehensive range of telecom services
and the desire to excel has made BSNL the No. 1 Telecom Company of India.
Satisfaction
Satisfaction is a person’s feelings of pleasure or disappointment resulting from

comparing a product’s perceived performance (or outcome) in relation to his or her
expectations. If the performance falls short of expectations, the customer is
dissatisfied.
If the performance matches the expectations, the customer is satisfied.
If the performance exceeds expectations, the customer is highly satisfied or
delighted.
Customer Satisfaction
A business term is a measure of how products and services supplied by a company

Meet or surpass customer expectation. It is seen as a key performance indicator
within business and is a part four consumer perspectives of a balanced scoreboard.
In a competitive market place where business competes for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
There is substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.
Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while
targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and or services to the market place.
Customer satisfaction is ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and product
number of both psychological and physical variables which correlates with
satisfaction behaviors as such returns and recommend rate. The ‘quality values’
which influence satisfaction behavior, further expanded on satisfaction includes:
Quality, Value, Timelines, Efficiency and Ease improvement and organizational
changes and measurement and are most often utilized to develop the architecture
for satisfaction between the customer’s being measure when an organization can
fulfill customer expectation and perception about their needs.
Measurement of customers’ satisfaction is a difficult task which is challenge for the

marketer and organization. But customer satisfaction measurement is the term which
can provide the grant success to the organization.
Review of Literature
S
REVIEW OF RELATED LITRATURE
Review of related literature means researcher should undertake extensive

literature survey connected with the problem. For this purpose, the abstracting and
indexing journals and published or unpublished bibliographies are the first place to
go to. Academic journals, conference proceeding, government reports books etc.
must be tapped depending on the nature of the problem. In this process, it should be
remembered that one source will lead to another. The earlier studies, if any, which
are similar to the study in hand, should be carefully studied. A good library will be a
great help to the researcher at this stage.
SEVEN STEPS OF CONSUMER SATISFACTION
It's a well known fact that no business can exist without customers. In the business
of Website design, it's important to work closely with your customers to make sure
the site or system you create for them is as close to their requirements as you can
manage. Because it's critical that you form a close working relationship with your
client, customer service is of vital importance. What follows are a selection of tips
that will make your clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience.
Rest assured, though, it does get easier over time. It's important to meet your
customers face to face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a voice on the phone or
someone typing into an email or messenger program. When you do meet them, be
calm, confident and above all, take time to ask them what they need. I believe that if
a potential client spends over half the meeting doing the talking, you're well on your
way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them
back and let them know you've received their message and you'll contact them about
it as soon as possible. Even if you're not able to solve a problem right away, let the
customer know you're working on it.
A good example of this is my Web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the way
I was emailed and told exactly what was going on, why things were going wrong, and
how long it would be before they were working again. They also apologised
repeatedly, which was nice. Now if they server had just gone down with no
explanation I think I'd have been pretty annoyed and may have moved my business
elsewhere. But because they took time to keep me informed, it didn't seem so bad,
and I at least knew they were doing something about the problems. That to me is a
prime example of customer service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone. This
is very true. It's very important to be friendly, courteous and to make your clients feel
like you're their friend and you're there to help them out. There will be times when
you want to beat your clients over the head repeatedly with a blunt object - it
happens to all of us. It's vital that you keep a clear head, respond to your clients'
wishes as best you can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If
a customer has a problem, what should they do? If the first option doesn't work,
then what? Should they contact different people for billing and technical enquiries? If
they're not satisfied with any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their
enquiry should be of utmost importance. So make sure your customer service policy is
present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you were a
client of? Have you ever had a personalized sign-up confirmation email for a service
that you could tell was typed from scratch? These little niceties can be time
consuming and aren't always cost effective, but remember to do them.
Even if it's as small as sending a Happy Holidays email to all your customers,
it's something. It shows you care; it shows there are real people on the other end
of that screen or telephone; and most importantly, it makes the customer feel
welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
Take this as an example: you're working on the front-end for your client's exciting
new ecommerce endeavor. You have all the images, originals and files backed up on
your desktop computer and the site is going really well. During a meeting with your
client he/she happens to mention a hard-copy brochure their internal marketing
people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on
their doorstep complete with high resolution versions of all the images you've used
on the site. A note accompanies it which reads:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted to
provide you with large-scale copies of the graphics I've used on the site. Hopefully
you'll be able to make use of some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay
back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge
this happy customer will send several referrals your way.
7. Honors Your Promises
It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates. Clients don't like to be disappointed. Sometimes, something may
not get done, or you might miss a deadline through no fault of your own. Projects
can be late, technology can fail and sub-contractors don't always deliver on time.
In this case a quick apology and assurance it'll be ready ASAP wouldn't go a
miss.
CHAPTER-3
Research Methodology
2.1 OBJECTIVES OF RESEARCH
This study has been under taken with servqual model followings objectives:-
1) To find out the impact of customer satisfaction on BSNL services.
2) To find out the factor that influences the consumer to choose BSNL services.
3) To find out the consumer satisfaction towards services provided by BSNL.
4) To find out the satisfaction level of the features provided by telecom provider.
PURPOSE OF RESEARCH
“Every research has its own purpose which provides the sense to researcher
to help for the society in any form. The analysis of the impact of BSNL services on
the level of customer satisfaction earned could be beneficial for the any company.”
Telecom Regulatory Authority of India periodically publishes a quarterly report
on ‘The Indian Telecom Services Performance Indicators’. The information contained
in the report is collected from various telecom operators and service providers. TRAI
collects performance-oriented data from various services
Providers on a quarterly basis to monitor the growth trend in the sector and to
decide upon pro-active and so motto measures to fuel the growth of the telecom
services in the country. Also, in exercise of the powers vested in the Telecom
Regulatory Authority of India (TRAI) under the TRAI Act, 1997, the Authority has
been conducting periodical survey of the quality of basic and telephone services
provided by different telecommunication service providers all over the country. The
survey also covers an assessment of the level of satisfaction with the services
received by subscribers of these telephone service providers.
The present study was deemed necessary because of the following reasons:
•Particularly the surveys conducted to assess the consumer satisfaction misses out
on the multifaceted nature of consumer satisfaction and thus do not capture the
status of consumer satisfaction holistically. The study gives a comprehensive
assessment of the satisfaction of consumers encompassing quality of technical
service, quality and operational aspects of gadgets; and social / psychological costs
due to unsolicited promotional calls etc.
• Sometimes, the strategies of service providers / producers to ensure customer
satisfaction by serving them in a better way or providing quality gadgets use to be
based on erroneous theoretical and partially tested empirical postulates. The study
aims to provide inputs to testify few of such postulates in order to provide the service
providers / producers afresh insights on the consumer behavior.
One of the major purposes of the research study is that it is an intellectual

property which encourages the researcher to find out the unknown aspects which is
beneficial for the society. Report writing is beneficial for the newly researcher as they
can use there statistical techniques what they have learnt previously. The research is
the assets of researcher. It is also inspiration for the researcher to work out in future
on another problem.
This research provides us the manifestation of the telephony users and there
views will work as the recommendation for the telecom service provider.
RESEARCH METHODOLOGY
Research methodology is a way to solve systematically the research problem. In

it, the researcher studies the various steps that are generally adopted in studying
research problem along with the logic behind them. It is necessary for the researcher
to design his methodology for his problem as the same may differ from problem to
problem. Thus, when a researcher talks of research methodology; he not only talks
the of research methods but also considers the logic behind the methods he uses in
the context of his research study and explains why he is using a particular method or
technique and why he is not using others so that research results are capable of
being evaluated either by the researcher himself or by others.
The proper research methods prevent the researcher to trap in the difficulties
and rescue to problems occurring in the path of research study. The proper steps
following are very beneficial for the researcher.
The methodology to conduct the study was composed of different tasks as follows:
The aim of study is to objectively understand the behavior of BSNL users in

Sonipat and further capture their satisfaction level that is influenced by various
technical and non-technical factors. Specific aspects to be studied were:
• Level of the satisfaction of users

• Reasons for dissatisfaction
• Usage Pattern of functionalities and added services provided
• Satisfaction regarding frequent calls
1. A review of literature on consumer satisfaction in telecom industry was undertaken

in order to define the comprehensive scope of the study and ensuring its objectivity.
2. Empirical research was based on a stratified random sample survey, a series of

structured interviews and few focus group discussions. The sample size of 100 for
the survey was drawn from various categories of consumers and thus appropriate
representation of all market segments was ensured. The length of survey
questionnaire was kept optimum to avoid the psychological burden of responding for
the sampled consumers. The information collected through survey was
supplemented by conducting a few Focus Group Discussions with consumers in the
all market segments.
3. Analytical Framework for the study is aimed at getting an insight in to the behavior
of consumer by analyzing the data / information gathered through empirical
research.
SAMPLING UNIVERSE
Population refers to the total of items about which information is desired. The
attribute that are the object of study are referred to as characteristics and the units
possessing them are called as elementary units. The aggregate of such units is
generally described as population. Thus, all the units in any field of inquiry constitute
universe and all elementary units constitute population.
The population can be finite and in finite. The population is said to be finite if it
consists of a fixed number of elements so that it is possible to enumerate it in its
totality. An infinite population is one in which it is theoretically impossible to observe
all the elements.
The population is specific group of people, firms, conditions; activities etc. which
forms the pivot of research for developing and using.
It becomes primary duty of a researcher to define the population from which he
draws the sample.
Sample Size – 100.
SAMPLE
The sample is the representative unit of population. The researcher has taken
the consumer as sample for this research. Since in this research the researcher has
collected the sample according to his own convenience, so the sample is convenient
sample and the sample size of the research is 100.
SIZE OF THE SAMPLE
This refers to number of items to be selected from the universe to constitute a
sample. The size of the sample should neither be excessively large, nor too small. It
should be optimum. An optimum sample size is one which fulfills the requirements of
efficiency, representativeness, reliability, and flexibility.
SAMPLING METHOD
In this method the Sample units are chosen primarily on the basis of convenience to
the investigator. In this type of sampling, items for the sample are selected
deliberately by the researcher; his choice concerning the items remains supreme. In
other words, under this sampling, the organizers of the inquiry purposely choose the
particular unit of the universe for constituting a sample on the basis that the small
mass that they so select out of a huge one will be typical or representative of the
whole.
In this research Random sampling method is used.
DATA COLLECTION
The task of data collection begins after a research problem has been defined.
Researcher should keep in mind two types of data, primary data and secondary
data. The primary data are those which are collected afresh and for the first time,
and thus happen to be original in character. The secondary data, on the other hand,
are those which have already been collected by someone else and which have
already been passed through the statistical process. Both primary data and
secondary data were used in accomplishment of objective of the research.
1. Primary Data-
In layman’s language data originally collected in the process of the investigation
are known as primary data.
Methods of Collecting Primary Data-

Primary data may be obtained by applying any of the following methods:-
a) Direct Personal Interviews.

b) Indirect oral Investigation.
c) Information from Correspondents.
d) Mailed Questionnaires Methods.
e) Schedules sent through Enumerators.
In this Research we have adopted the “Direct Questionnaire Method”

And Personal Interview Method for collecting primary data.
A qualitative exploratory Questionnaire survey study was conducted to

understand the attitude of son pat consumers towards landline services.
The present study has been organized on a sample size of 100 Respondents is
thus both a residential and user unit which is considered as respondent. It includes
the persons who are employees, businessman, professionals, Workman, students,
and house wives.
CHAPTER-4
DATA ANALYSIS
Q1. . Do you feel secure in providing your personal information to BSNL?
LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

HIGHLY AGREE 5 5%
AGREE 32 32%
AVERAGE 43 43%
DISAGREE 12 12%
HIGHLY DISAGREE 8 8%
TOTAL 100 100%
ANALYSIS-
The buyers behavior is universally known that their highly satisfaction is very difficult
and here also only 5% users are highly satisfied and only 43% are
satisfied averagely and 32% are satisfied which shows that customer care is
improving and a major factor for checking the satisfaction level.
50
40
30
Series1
20
10
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Q2. Do u think risk associated with BSNL is low , w.r.to reliability?

HIGHLY AGREE 8 8%
AGREE 22 22%
AVERAGE 40 40%
DISAGREE 20 20%
TOTAL 100 100%
ANALYSIS:-
Satisfied averagely and 40% are satisfied which shows that customer care is
50
40
30 Series1
20 Series2
10
0
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Q3. When the BSNL promise to do something by a certain time , it does so?

HIGHLY AGREE 6 6%
AGREE 14 14%
AVERAGE 22 22%
DISAGREE 38 38%
TOTAL 100 100%
ANALYSIS:-
50
40 Series1
30
Series2
20
10 Series3
0
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Q4. When you have a problem, the BSNL show a sincere interest in solving?

HIGHLY AGREE 7 7%
AGREE 13 13%
AVERAGE 30 30%
DISAGREE 30 30%
TOTAL 100 100%
ANALYSIS:-
Satisfied averagely and 30% is satisfied which shows that customer care is
50
40
30
20 Series1
10
Series2
0
Series3
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Series4
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Q 5. The BSNL perform the service right the first time?

HIGHLY AGREE 20 20%
AGREE 30 30%
AVERAGE 10 10%
DISAGREE 20 20%
TOTAL 100 100%
ANALYSIS:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6
Q6. The BSNL provides its service at the time it promises to do so.?

HIGHLY AGREE 4 4%
AGREE 16 16%
AVERAGE 20 20%
DISAGREE 38 38%
TOTAL 100 100%
ANALYSIS:-
50
highly agree
40
agree
30 average
20 disagree
highly disagree
10
100%
0
Q7. The BSNL insists on error-free records.

HIGHLY AGREE 7 7%
AGREE 13 13%
AVERAGE 30 30%
DISAGREE 30 30%
TOTAL 100 100%
ANALYSIS:-
and here also only 7% users are highly satisfied and only 13%
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6 7
Q8. Employees in the BSNL tell you exactly when service will performed?

HIGHLY AGREE 12 12%
AGREE 8 8%
AVERAGE 20 20%
DISAGREE 30 30%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6 7 8
Q9. Employee in the BSNL gives you prompt service?

HIGHLY AGREE 14 14%
AGREE 16 16%
AVERAGE 45 45%
DISAGREE 15 15%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6 7 8 9
Q 10. Employee in the BSNL is always willing to help you?

HIGHLY AGREE 18 18%
AGREE 12 12%
AVERAGE 25 25%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:-
satisfied averagely and 25% are satisfied which shows that customer care is
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6 7 8 9 10
Q11. Employee in the BSNL is never too busy to respond to your request?

HIGHLY AGREE 15 15%
AGREE 20 20%
AVERAGE 30 30%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:-
improving and a major factor for checking the satisfaction level
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 2 3 4 5 6 7 8 9 10 11
Q12. The behavior of the employees in BSNL instills confidence in you?

HIGHLY AGREE 16 16%
AGREE 14 14%
AVERAGE 20 20%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11
Q13. You feel safe as a customer of BSNL w.r.t error- checking ?

HIGHLY AGREE 12 12%
AGREE 16 16%
AVERAGE 42 42%
DISAGREE 20 20%
TOTAL 100 100%
INTERPRETATION
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13
Q14. Employees in the BSNL are consistently courteous with you?

HIGHLY AGREE 15 15%
AGREE 25 25%
AVERAGE 30 30%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13
Q15. Employee in the BSNL has knowledge to answer your question?

HIGHLY AGREE 18 18%
AGREE 12 12%
AVERAGE 30 30%
DISAGREE 20 20%
TOTAL 100 100%
INTERPRETATION:-
50
40 Series1
Series2
30
Series3
20
Series4
10 Series5
0
1 3 5 7 9 11 13 15
Q16. The BSNL gives you individual attention?

HIGHLY AGREE 13 13%
AGREE 15 15%
AVERAGE 22 22%
DISAGREE 30 30%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
Q17. The BSNL has operating hour convenient to customer?

HIGHLY AGREE 5 5%
AGREE 15 15%
AVERAGE 30 30%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13 15 17
Q18. The BSNL has employees who give you personnel attention?

HIGHLY AGREE 12 12%
AGREE 17 17%
AVERAGE 21 21%
DISAGREE 25 25%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13 15 17
Q19. The BSNL has your best interest at heart?

HIGHLY AGREE 8 8%
AGREE 21 21%
AVERAGE 20 20%
DISAGREE 30 30%
TOTAL 100 100%
INTERPRETATION:-
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13 15 17 19
Q20. Employees of the BSNL understand your specific needs?

HIGHLY AGREE 13 13%
AGREE 17 17%
AVERAGE 30 30%
DISAGREE 30 30%
TOTAL 100 100%
50
40 highly agree
agree
30
average
20
disagree
10 highly disagree
0
1 3 5 7 9 11 13 15 17 19
Average calculation:
35
30
25
20 Series1
15
10
5
0
e
e
e
ee
ag
re
re
e
gr
gr
ag
ag
er
sa
sa
av
y
di
di
l
gh
ly
hi
gh
hi
 The result that BSNL are 11.6 % people is highly agreeing its landline service.
 The result that BSNL are 18.28 % people are disagree its landline service.
 The result that BSNL are 29.39 % people are average response its landline service.
 The result that BSNL are 25.48 % people are disagree response its landline service.
 The result that BSNL are 18.059 % people are highly disagree response its landline
service.
CHAPTER-5
LIMITATIONS OF THE RESEARCH
This study has find out the impact of customer satisfaction of BSNL users
with the specified features. Though researcher goes towards many of the findings
and objective but in this crucial task has a lot of difficulties in the way to get
destination. Especially the satisfaction and attitude measurement are the aspects
which is very difficult to observe very correctly.
The limitations of the research are listed below:
1. Due to time and money constraints sample size is very small.
2. Some of the respondents were not interested to fill the questionnaire.

3. Some question like receive of unsolicited calls and their response didn’t
provide honestly answers.
4. Females are not freely or easily show their interest regarding research and
questionnaire.
5. Random sampling collection for the very low sample size does not give the
appropriate result.
6. Open ended questions used in the questionnaire were answered very difficult
fully by the respondents.
Conclusion
Today’s customers are becoming harder to please. They are smarter, more
price conscious, more demanding, less forgiving and they are approached by
many more competitors with equal or better offers. The challenge is not to
produce satisfied customers; several competitors can do this. The challenge
is to produce delighted and loyal customers. If these customers are
retained with the organization, they become really profitable by way of
increase in purchasing, reduced operating costs, price premiums and through
referrals. Too many companies suffer from customer churn i.e. high
customer defection. It is like adding water to a leaking bucket. Various
strategies such as measuring customer life time value, efficient complaint
management system and service recovery strategies can be really helpful in
retaining customers.
RECOMMENDATIONS
 Telecom service provider can increase their level of satisfaction to the

customers by providing the congestion free network with good signal
support.
 The paying cost for these services should be low which is affordable by the
lower and middle class persons.
 There should not be very much unsolicited calls which make people irritated.
 There should be effective customer care services which can properly work
on complaints of customers for their comfort ability.
 The effective schemes could also raise the customer satisfaction as their will
be more moneys’ worth.
CHAPTER-6
BIBLIOGRAPHY
BIBLIOGRAPHY
The name of the books, websites Magazines and News papers referred to prepare
the research are as follows:
 Philip Kotler, Marketing Management, Published by Ashok K. Ghosh,12th

Edition
 C.R. Kothari , Research Methodology , New Age International Pvt. Ltd.
,Second Edition
 Business Today, Business Magazine
INTERNET:
www. BSNL.co.in
www.google.com
APPENDIX-A
Questionnaire
I would like to introduce myself as a management student undergoing MBA(ITM)
programme at DEEN BANDHU CHHOTU RAM UNIVERSITY OF SCIENCE AND
TECHNOLOGY, Murthal(Haryana). With this regard, I need to do a project for the
fulfilment of my course.
So I request you to co-operate with me by fulfilling this questionnaire. The
information will be used purely for academic purpose.
(ASHISH KUMAR)
“A study on diagnosing through IT in medical laboratories”
 Name :
 Age :
 Occupation :
 Income :
Sr .no Question Strongly Strongly
Agree disagree
1 Do you feel secure in providing your 1 2 3 4

personal information to BSNL? 5
2 Do you think risk associated with BSNL is 1 2 3 4
low, w.r.t reliability? 5
3 When the BSNL promise to do something by 1 2 3 4
a certain time, it does so. 5
4 When you have a problem, the BSNL shows 1 2 3 4
a sincere interest in solving it. 5
5 The BSNL perform the service right the first 1 2 3 4
time. 5
6 The BSNL provides its services at the time it 1 2 3 4
promises to do so. 5
7 The BSNL insists on error-free records. 1 2 3 4
5
8 Employees in the BSNLtell are you exactly 1 2 3 4
when services will be performed. 5
9 Employees in the BSNL gives you prompt 1 2 3 4
service. 5
10 Employees in the BSNL are always willing to 1 2 3 4
help you. 5
11 Employees in the BSNL are never too busy 1 2 3 4
to respond to your requests. 5
12 The behavior of employees in BSNL instills 1 2 3 4
confidence in you. 5
13 You feel safe as a customer of BSNL w.r.t 1 2 3 4
error-checking. 5
14 Employees in the BSNL are consistently 1 2 3 4
courteous with you. 5
15 Employees in the BSNL have knowledge to 1 2 3 4
answer your questions. 5
16 The BSNL gives you individual attention. 1 2 3 4
5
17 The BSNL has operating hours convenient 1 2 3 4
to customers. 5
18 The BSNL has employees who give you 1 2 3 4
personal attention. 5
19 The BSNL has your best interests at heart. 1 2 3 4
5
20 Employees of the BSNL understand your 1 2 3 4
specific needs. 5
So I request you to co-operate with me by fulfilling this questionnaire. The
information will be used purely for academic purpose.
(ASHISH KUMAR)
Name :-
Age :-
Occupation:-
Income :-

A Project Report On Service Quality in BSNL

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SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

UNDER THE GUIDENCE OF: -

SUBMITTED TO:- Department of Management Studies

In my opinion the Project report is for a standard expected of an MBA(ITM) Student

It is my pleasure to be indebted to various people, who directly or indirectly

DATA ANALYSIS AND INTERPTATION

CONCLUSION, SUGESSTIONS, LIMITATIONS

ABOUT THE COMPANY (BSNL)

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

Satisfaction is a person’s feelings of pleasure or disappointment resulting from

A business term is a measure of how products and services supplied by a company

In a competitive market place where business competes for customers, customer

There is substantial body of empirical literature that establishes the benefits of

Measuring customer satisfaction

Measuring customer satisfaction provides an indication of how successful the

Customer satisfaction is ambiguous and abstract concept and the actual

Measurement of customers’ satisfaction is a difficult task which is challenge for the

Review of related literature means researcher should undertake extensive

SEVEN STEPS OF CONSUMER SATISFACTION

1. Encourage Face-to-Face Dealings

2. Respond to Messages Promptly & Keep Your Clients Informed

3. Be Friendly and Approachable

4. Have a Clearly-Defined Customer Service Policy

5. Attention to Detail (also known as 'The Little Niceties')

7. Honors Your Promises

1) To find out the impact of customer satisfaction on BSNL services.

3) To find out the consumer satisfaction towards services provided by BSNL.

One of the major purposes of the research study is that it is an intellectual

Research methodology is a way to solve systematically the research problem. In

The aim of study is to objectively understand the behavior of BSNL users in

• Level of the satisfaction of users

1. A review of literature on consumer satisfaction in telecom industry was undertaken

2. Empirical research was based on a stratified random sample survey, a series of

Sample Size – 100.

Methods of Collecting Primary Data-

a) Direct Personal Interviews.

In this Research we have adopted the “Direct Questionnaire Method”

A qualitative exploratory Questionnaire survey study was conducted to

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q2. Do u think risk associated with BSNL is low , w.r.to reliability?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q 5. The BSNL perform the service right the first time?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q7. The BSNL insists on error-free records.

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q9. Employee in the BSNL gives you prompt service?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q 10. Employee in the BSNL is always willing to help you?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q12. The behavior of the employees in BSNL instills confidence in you?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q13. You feel safe as a customer of BSNL w.r.t error- checking ?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q14. Employees in the BSNL are consistently courteous with you?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)

Q15. Employee in the BSNL has knowledge to answer your question?

LEVEL OF SATISFACTION NO. OF RESPONDENTS PERCENTAGE (%)