A PROJECT REPORT

ON
“CUSTOMER SATISFACTION OF B.S.N.L
PRODUCTS“

SUBMITTED TO:-
DR.ASHISH SHARMA

RANI DURGAVATI VISWAVIDYALAYA JABALPUR (M.P.)

SUBMITTED BY:
PURNIMA DUBEY

IV SEMESTER

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 Acknowledgement

An endeavor over a long period can be successful only with the advice
and guidance of our well-wishers. I take this opportunity to express my
deep gratitude and appreciation to God and all those who encouraged
me to successfully complete the project work.

With profound sense of gratitude, I place on record my sincere

thanks to Dr. Ashish Sharma (Director) and Mrs. Rajni Sharma (Assistant
Placement Coordinator), U.I.M., Jabalpur.

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 DECLARATION

I undersign hereby declare that the project entitled “Customer

Satisfaction of BSNL products” is been developed as a part of my Major
Project for Masters of Business Administration for the year 2009-2010.

The study of the project and its developments is completely

undertaken by me and is not been or any part of any other project. All
care has been taken to keep this report error free and I sincerely regret
for any unintended discrepancies that might have crept into this report. I
shall be highly obliged if errors (if any) are brought to my attention.

Thank You.

PURNIMA DUBEY

M.B.A, IV SEMESTER

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 CONTENTS

Executive summary ………………………………………………………………

Objective of the project………………………………………………………..
Introduction…………………………………………………………………………
Research Methodology……………………………………………………….
Data Analysis & Interpretation…………………………………………….
Summary of findings……………………………………………………………
Suggestions…………………………………………………………………………
Conclusion…………………………………………………………………………..
Bibliography………………………………………………………………………..
Appendix…………………………………………………………………………….

EXECUTIVE SUMMARY

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 “CUSTOMER IS GOD”

No one in this modern world can grow without having a strong

customer base. The basic reason behind this topic was to assess the
customer satisfaction and evaluate it. Each organization in this world
needs to know that how their customer’s perceptions are and what do
they want from the organization. Here, when we talk about the
customer satisfaction we should know the factors behind governing this
topic. These are Ethics, Organization’s Image, and Brand name. In the
project I have tried to know the satisfaction levels of the customers of
BSNL in Jabalpur region. The customer base is taken as 100 in all of the
cases.

As per my study I found that 90% of the respondents are satisfied with
the services of B.S.N.L. The study is limited to the region of Jabalpur in
Adhartal region.

OBJECTIVE OF THE PROJECT

Primary Objective:-
Primary objective of the study is to analyze the customer value and
satisfaction of BSNL products available in the market.

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 Secondary objectives:-
A) To assess the level of satisfaction of the customer with
the company and they’re opinion regarding the customer
satisfaction.
B) To study if the customer service have been effective or not.

CUSTOMER VALUE AND SATISFACTION:-

The pay to generating high customer loyalty is to deliver high
customer value. According to Michael Lanning, in his Delivering
Profitable Value, a company must develop a competitively superior
value proposition and a superior value – delivery system. A company’s
values proposition is much more than it’s positioning on a single
attribute, it’s a statement about the resulting experience customer will
have the offering and their relationship with the suppliers. The brand
must represent a promise about the total resulting experience that
customer can expect. Whether the promise is kept depends upon the
company’s ability to manage its value-delivery system. The value
delivery system includes all communications and channel experience the
customer will have on the way to obtaining the offering.
Too many companies create a value gap by falling to alight
brand value with customer value. Brand marketers try to distinguish their
brand item other buy a slogan or with a unique selling proposition or
by augmenting the basic offering with added services. In addition to
tracking customer value expectations and satisfaction, companies need
to monitor their competitor’s performance in these areas. For example,
a company was pleased to find that 80 percent of its customers said
they were satisfied. Then the C.E.O found out that its leading
competitions attained a 90 percent customer satisfaction score. He was
further dismayed when he learned that his competitions was aiming to
reach a 95 percent satisfaction score.

RESEARCH METHODOLOGY

STATEMENT OF PROBLEM-

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 The survey was conducted in Jabalpur region to analyses the customer
value and satisfaction of the BSNL productions.

METHOD OF DATA COLLECTION-

The data was collected from the customer by adopting
the method of Questionnaire and interview schedule.

Primary Data:

The primary data has been collected by interview schedule and

questionnaire.

Secondary Data:
The data regarding the company's industry etc. have been
collected from the company records, booklets website and also
conducting discussion with companies' executives.
PERSONAL INTERVIEW METHOD

Respondents being just 100 in numbers, personal interview method

was conducted to make the study more effective customer were net
in person and were asked questions and questionnaires were duty
filled.
QUESTIONNAIRE METHOD

A detailed questionnaire was prepared on the basis of

customer value and satisfaction done in mind to come out
with the effective solutions, Data was collected from various
other sources like journals, libraries, reference book and also
from various employees in the organization.
LIMITATION OF THE STUDY:-

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 The study is subjected to the following limitations:

a. The survey is based on the sample size of 100 employees.

b. Since customer value and satisfaction is a psychological concept

the answer may depend upon time, moods and mentality of the
customer.
c. Presence of sampling errors.
d. The study could have been made more elaborate, but if was confided
to limited number of respondents due to constraints.
e. Customer value and satisfaction is a highly sensitive topic and
many of the respondents were not honest with their answer and
noticed to be reluctant to openly voice their problem, in spite of
being assured that the response would be highly confidential.

Data Analysis & Interpretation

Q1. What are the customer basic age groups?

SL.NO Particular No. of Respondents Percentage

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 1 Less than 20 5 5
years
2 20-30 years 20 20

3 30-40 years 40 40

4 Above 40 years 35 35

Total 100 100

INFERENCE
From the above table shows that 5% of the total respondents belong to
the age group of below 20, 20% of the total respondents belong to the
age group of 20-30, 40% of the total respondents belong to the age
group of 30-40 and 35% of the total respondents belong to the age group
above 40.

Q2. What is the majority of consumers’ gender?

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 SL NO. No- of Respondents Percentage

1 Male 65 65

2 Female 35 35

Total 100 100

INFERENCE
From the above table shows that 65% of the total respondents belong
to male population and 35% of the respondent belongs to female
population.

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 Q3. What is income of the customer base?

SL No. Particular No. of Respondents Percentage

1
Less than 5000 10 10

2 5000-10000 45 45

3 10000-15000 30 30

4 More than 15000 20 20

Total 100 100

INFERENCE
From the above table shows that 10% of the total respondents
belong to the Income group less than Rs. 5000, 45% of the
total respondents belong to the Income group Rs. 5000 - Rs.
10000, 30% of the total respondents belong to the Income group
Rs. 10000 - Rs. 15000 and 20% of the total respondents belong
to the Income group More than Rs. 15000.

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Q4. What are the qualifications of customers?

SL No. Particular No. of Respondents Percentage

1 H.S.C 30 30

2 U.G 20 20

3 P.G 20 20

4 Professional 10 10

5 Others 20 20

Total 100 100

INFERENCE
From the above table shows that 30% of the total
respondents belong to the qualification of H.S.C, 20% of the total
respondents belong to the qualification of U.G, 20% of the total
respondents belong to the qualification of P.Q, 10% of the
total respondents belong to the Professional qualification and 20%
of the respondents belong to other qualifications.

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 Q5. What are the customers’ professions?

SLAG Particular No. of Respondents Percentage

1 Public 20 20

2 Private 35 35

3 Self Employed 30 30

4 Others 15 15

Total 100 100

INFERENCE
From the above table shows that 20% of the total
respondents work in public sector, 35% of the total respondents
work in private sector, 30% of the total respondents are self
employed and 15% of the total respondents work in other sectors.

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Q6.Are you aware of products of BSNL?
SL No. Particular No. of Respondents Percentage

1 YES 90 90

2 NO 10 10

Total 100 100

INFERENCE
From the above table shows that 90% of the total
respondents stated that they are aware of BSNL products and
10% of the total respondent stated that they are not at all aware
of BSNL products.

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Q7.From which media channel you usually get the information about the BSNL

products?

SL. NO Particular No. of Respondents Percentage

1 Print Media 40 40

2 Broadcast Media 25 25

3 Internet 5 5

4 Other 30 30

Total 100 100

INFERENCE
From the above table shows that 40% of the total respondents
stated information about BSNL products through Print Media, 25%
of the total respondents stated that they got the information about
BSNL products through Broadcast Media, 5% of the total
respondents stated that they got the information about BSNL
products through Internet and 30% of the total respondents
stated that they got the information about products through
other ways.

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8.What is the performance level of BSNL products?

SL .NO Particular No. of Respondents Percentage

1 Excellent 30 30

2 Good 45 45

3 Medium 20 20

4 Poor 5 5

Total 100 100

INFERENCE
From the above table shows that 30% of the total
respondents says that performance of BSNL products is
Excellent, 45% of the total respondents stated that performance
of BSNL products is Good, 20% of the total respondents
stated that performance of products is Medium and 05% of
the total respondent stated that performance of BSNL
products is poor.

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Q 9.What kinds of promotional materials do you see at the shop?

BSNL Airtel Vodafone Reliance Idea

Glow sign 0% 70% 90% 90% 60%
board with
shop's name
Glow sign 0% 30% 10% 10% 40%
board without
shop's name
Hanging sign 0% 100% 90% 90% 70%
board or
poster
Others 0% 00% 10% 10% 30%
INFERENCE-
The entire services provider usually distributed their promotional
materials at the shops; they themselves go there to install glow sign
boards banner posters and any other promotional material whereas I did
not find any kind of promotional material in case of BSNL. If there
would be no promotional material at the shops then how the customers
will come to know that what are the current plans and what are the plan
prices. So here BSNL is missing the promotions, which are affecting
BSNL’s sales and revenue.

Q10.Which service of BSNL is demanded in the market according

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to you?

SL Particular No. of Respondents Percentag

No. e
Broadband 45 45
1
2 Mobile phone 35 35

3 Land line 20 20

4 Data V-card 0 0

Total 100 100

INFERENCE
From the above table shows that 45% of the total
respondents says that broadband services are highly movable
product from BSNL, 35% of the total respondents says that
Mobile phone are highly movable product from BSNL and 20%
of the total respondents says that the landlines will be the highly
movable product from BSNL.

Q11.Which segment of BSNL is highly productive according to

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you?

SL. NO Particular No. of Respondents Percentage

1 Post-paid 40 10

2 Pre-paid 60 60

Total 100 100

INFERENCE
From the above table shows that 40% of the total
respondents say that Post-paid scheme is highly attractive from
60% of the total respondents says that Pre-paid scheme is highly
attractive from BSNL.

Q12.What is your opinion about the services of BSNL?

SL No. Particular No. of Respondents Percentage

1 Excellent 20 20

2 Good 45 45

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 3 Medium 30 30

4 Poor 5 5

Total 100 100

INFERENCE
From the above table shows that 20% of the total
respondents says that the services of BSNL is excellent, 45% of
the total respondents says that the services of BSNL is good,
30% of the total respondents says that BSNL products is Medium
and 20% of the total respondent says that the services of BSNL is
poor.

Q13.Are you satisfied with the services of BSNL?

SL No. Particular No. of Respondents Percentage

1 YES 90 90

2 NO 10 10

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 Total 100 100

INFERENCE
From the above table shows that 90% of the total
respondents stated that they are fully satisfied with the services of
BSNL and 10% of the total respondents stated that they are not
satisfied with the services of BSNL.

Q14.What is the main drawback of BSNL?

SL No. Particular No. of Respondents Percentage

1 Range 5 5

2. Connectivity 20 20

3 Quality of phones 40 40

4 Rules & Regulations 35 35

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 Total 100 100

INFERENCE
From the above table shows that 50% of the total respondents
says that Range is the main drawback of BSNL 20% of the total
respondents says that Connectivity is the main drawback of BSNL,
40% of the total respondents says that Quality of phones the main
drawback of BSNL and 35% of the total respondents stated that
Rules & Regulations is the main drawback of BSNL.

SUMMARY OF FINDINGS
 90% of the respondents are highly satisfied with functions of
BSNL.
 40% of the customer responded that the drawback of BSNL is
Quality of phones and Rules and Regulation of the company.
 35% of the customer responded that major competitor for BSNL is
Idea.
 55 % of the customer responded that major competitor among

BSNL is Mobile phones. When compared to other BSNL

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 product 65% of the customers responded that Mobile phone is
highly movable in the market.

SUGGESTIONS
1. It is suggested to the company to appoint more marketing
executives in order to fetch, up more sales by giving road
shows, exhibitions etc.
2. It is suggested to company to give offers during the seasons.
3. It is recommended to improve the quality of instruments which
they provide.
4. It is recommended to collect customer feedback for
strengthening the customer satisfaction.
5. It is suggested to have a routine market study once in every six
month.
6. It is recommended to keep the customer happy with different
discounts and free gifts to keep the faith in organization.

CONCLUSION
At this current scenario, it is necessary that the road shows, exhibitions are
the only way to creep in the customers mind before any other tackler.
Quality and good service have started playing a vital role in selection (or)
deciding (or) preferring any product and it shows the importance in
telecom sector also. It is wise to follow the current marketing ways to win
the current customer.

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 BIBLIOGRAPHY

 Sales Management- -Decisions strategies and Cases-

Still Richard R.
Cundif Edward W.
Norman A.P. Govoni

Marketing —concept and Strategies: Ferrell Pride Marketing

Management,13 edition: Kotler Philip

QUESTIONNAIRES
Q1. What are the customer basic age groups?
Less than 20 yrs.
20-30 yrs

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 30-40 yrs
Above 40 yrs.
Q2. What is the majority of consumers’ gender?
Male
Female

Q3. What is income of the customer base?

Less than 5000

5000-10000
10000-15000
More than 15000
Q4. What are the qualifications of customers?
H.S.C
U.G
P.G
Professionals
Others
Q5. What are the customers’ professions?
Public
Private
Self-Employed
Others
Q6.Are you aware of products of BSNL?
Yes
No

Q7.From which media channel you usually get the information

about the BSNL products?
Print media
Broadcast media
Internet
Others
Q 8.What is the performance level of BSNL products?
Excellent
Good
Medium
Poor
Q 9.What kinds of promotional materials do you see at the shop?
BSNL Airtel Vodafone Reliance Idea

Glow sign board

with shop's name

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Glow sign board
without shop's
name

Hanging sign
board or poster

Others

Q10.Which service of BSNL is demanded in the market according

to you?
Broadband
Mobile phone
Landline
Data V-Card
Q11.Which segment of BSNL is highly productive according to
you?
Post –paid
Pre-paid

Q12.What is your opinion about the services of BSNL?

Excellent
Good
Medium
Poor
Q13.Are you satisfied with the services of BSNL?
Yes
No
Q14.What is the main drawback of BSNL?
Range
Connectivity
Quality of phones
Rules & Regulations

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