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A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND

SERVICES AND ITS ROLE IN BUILDING BRAND fairness FOR THE COMPANY.do (Size:
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A STUDY ON CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES
AND ITS ROLE IN BUILDING BRAND fairness FOR THE COMPANY.
Project Report submitted by
SARAVANA PERUMAL.G
Register No: 010771037
Batch: 2oo5-07

SYNOPSIS
The Telecom industry is one of the main and fastest growing in the world as communication
plays a vital role in the world and particularly in India. It acts as a major catalyst for the
economic growth.
BSNL has good brand awareness among the people. This could be attributed to its long history in
the market and continued support from the Government.
In todays competitive world, BSNL has to supply excellent services to fulfill a major market
share and keep their Customers convinced in all aspects.
This research study is useful for BSNL to comprehend the expectations and requirements of
Customers and can serve them in a better way.
This research was conducted from May 2oo6- June 2oo6.
The researcher has done an internship project at BSNL, Chennai in pursuance of determining the
brand fairness for BSNL and then the customers feedback on the various products.
The samples of 250 respondents from among the universe of BSNL users at Coimbatore, tirupur
and pollachi were selected at random to conduct the study. The BSNL staffs who were
contacted to memorize approximately the various BSNL packages and policies were too the
primary source of data.
Questionnaire was designed after a pre-survey interview covering all the aspects of BSNL
services. Data analysis and interpretation was done using the collected data with essential tools
including percentage analysis, five point scale was used to grade the opinion of the respondents
regarding the various variables used, soft wares like SPSS were too used to enable efficient
analysis of data.
The researcher strongly believes that this study would be helpful to the BSNL Management in
knowingapproximately the Customers Satisfaction, Customer insight, Customer Preferences, and
service requirements and approximately the other competitors status in the market theereeby
helping them in improve their quality of Services offeredd.
INTRODUCTION
1.1 Statement of Problem
A study has been conducted in order to comprehend the Customers opinion and Satisfaction level
of various Landlines and Mobile Services in Tamil Nadu, research titled A STUDY ON
CUSTOMER SATISFACTION FOR BSNL PRODUCTS AND SERVICES AND ITS ROLE
IN BUILDING BRAND fairnessFOR THE COMPANY has been conducted.
1.2 Importance of the Study
In this competitive arena communication plays a vital role so the Telecom Industries are the
major source for communication. BSNL, being a public sector obviously have to compete with
various players like Airtel, Aircel, Reliance, Tata Indicom etc.,with their stringent rules and
regulations guided by TRAI. Hence in order to comprehend approximately the customers
requirements their likes and dislikes preference is sine-quo-non for BSNL.
1.3 Objectives
To ascertain the Customers preferences of Land line and Mobile Services.
To ascertain the Customers Satisfaction level for Mobile services as well as Land line Services.
To analyze the Customer opinion and satisfaction with specific reference to BSNL.
To propose some guidelines to BSNL in order to supply better focused services.
To determine the status of brand awareness and brand loyalty in order to
conclude approximatelybrand fairness.
to memorize approximately the brand attributes and their preferences in BSNL.
1.4 Scope of the Study:
This research study is useful for BSNL to comprehend the expectations and requirements of
Customers and can serve them in a better way.
This research was conducted from May 2oo6- June 2oo6.
The respondents from Coimbatore, Pollachi and Tirupur have been taken for this study.
The brand fairness was measuredd in terms of brand attribute preferences, brand awareness,
brand loyalty and preferences approximately the brand.
1.5 Research Methodology:
DATA SOURCE:
In this study Primary data and secondary data have been used. Secondary data have been
collected from Internet.
RESEARCH APPROACH:
Primary data have been collected through surveys. Personal interview technique has been used
for conducting the survey. Data collection has been done through the utilize of
Structureddquestionnaire.
SAMPLING:
Convenient Sampling route has been adopted for this study.
Researcher has taken respondents from Coimbatore, Pollachi and Tirupur for this study.
The researcher has chosen 145 from Coimbatore, 56 from Pollachi and 47 from Tirupur.
The researcher had preparedd a Questionnaire both open and close ended questions to elicit
responses for the following areas:
i. Location.
ii. Age.
iii. Occupation.
iv. Monthly Income.
v. Mobile Usage.
vi. Mobile service Usage.
1.6 Limitations of the Study:
Time was not sufficient to conduct detailed study.
study had been conducted only in a few areas of TamilNadu
For few questions researcher was not able to get proper response which are as follows:
i. Chances of Switching.
ii. Reason for Switching.
iii. Monthly Income.
iv. Comparative questions.
1.7 Chapter Scheme:
Chapter I deal with the Introduction of the project work, which includes Statement of Problem,
Importance of the study, Objectives, Scope of the study, Research Methodology and Limitations
of the study.
Chapter II deals with the Industry and Company Profile.
Chapter III deals with the Conceptual review.
Chapter IV deals with the Analysis and Interpretation.
Chapter V deals with the Findings and Suggestions.
Chapter VI deals with the Conclusion.
Chapter VII deals with the Bibliography.
Chapter VIII deals with the Annexure.
2.0
PROFILE
2.1 COMPANY PROFILE
On October 1, 2oo0 the Department of Telecom Operations, Government of India became a
corporation and was christened Bharat Sanchar Nigam Limited (BSNL). nowadays, BSNL is the
No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with
authorized share capital of $ 3977 million and net value of $ 14.32 billion. It has a network of
over 45 million lines covering 5ooo towns with over 35 million telephone connections.
With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and
widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80
gbps,Web telephony,DIAS,VPN, Broadband and more than 400,ooo data customers , BSNL
continues to serve this great nation .
Its responsibilities include improvement of the already impeccable quality of telecom services,
expansion of telecom network, introduction of new telecom services in all villages and instilling
confidence among its customers.
BSNL has managed to shoulder these responsibilities remarkably and deftly. nowadays with over
45 million line capacity, 99.9% of its exchanges digital, nation wide Network management &
surveillance system (NMSS) to control telecom traffic and over 4,00,ooo route kms of OFC
network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along
with its huge customer base, BSNL's financial and asset bases too are huge and strong. Consider
the figures, as they speak volumes on BSNLs standing:
The telephone infrastructure lonely is value approximately Rs. 1,00,ooo crore (US $ 22.74
billion)
Turnover of Rs. 31,400 crore ( US $ 7.14 billion)
attach to which, BSNL's nationwide coverage and reach, com