Athira Raj

CHAPTER 1
INTRODUCTION
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1.1 INTRODUCTION
Customer satisfaction, a business term is a measure of how products and services supplied by a
company or surpass customer expectation. It is seen as a key performance indicator within business
and is part of the four of a balanced scorecard.
Our world is developing and getting speeder day by day. Thus the communication process is
also developing to a hire extent. In already communication is done only through action and oral
process. And later a postal facility came into existence. The arrival of telephonic communication was
an amazing startup to the speeder communication. It reduced the cost of passing the information to an
area of a far distance and also it saved the time and the telephonic conversation with the most
common, easier and cheaper way of communication. It helped a lot for making the business process
and communication easier.
Bharat Sanchar Nigam LTD. Was incorporated on 15 th September 2000.It took over the
business of providing telecom services and network management from the erstwhile central
government department of telecom service (DTS) and telecom operation (DTO) with effect from 1 st
October 2000 on going concern basis. It is the one of the largest and leading public sector units
providing comprehensive range of telecom services in INDIA. The BSNL has become one of the
main telecom services in INDIA. It plays a vital role in communication service including landline and
mobile services as well as the internet facilities. It also helps in providing various informatory and
agencies services. It is the largest provider of fixed telephony and broadband services with more than
60% market share and fourth largest mobile telephony provider in India. However, in recent years the
company’s revenues and market share have plummeted into heavy losses due to intense competition
in Indian telecommunications sectors. BSNL is India’s oldest communication service provider. It
has footprint throughout India except for Mumbai and New Delhi, which are managed by Mahanagar
Telephone Nigam (MTNL).
BSNL is the only service provider, making focused efforts & planned initiatives to bridge the rural-
urban digital divide in 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 the country & operates across India
except New Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier or North-Eastern
regions of the country, BSNL serves its customers with a wide bouquet of telecom services namely
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Wireless, CDMA mobile, GSM mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT,
VoIP, IN Services, FTTH, etc. BSNL is one of major service provider in its license area. The
company offers wide ranging & most transparent tariff schemes designed to suit every customer.
BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides
convergent services like voice, data & video through the same Backbone & Broadband Access
Network. At present there are 21.86 million broadband customers including both wire line &wireless
broadband.
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1.2 REVIEW OF LITERATURE
Dr. M. Prakash and M. Manickam in their study entitled “Analyze the Customers Satisfaction Level
towards the landline service” provided by BSNL opinioned that each and every activities starts and
ends with customer in business scenario. So customer satisfaction plays a vital role in every
organization. Through this study the effect of Demographic variable on the level of satisfaction as
well as the behavioral pattern of the user is analyzed in this study. It is found that services provided
by BSNL are at satisfactory level and many among them are not happy with the features on its
handset. BSNL should focus on promotional strategies to enhance their service activity to be
competent and to satisfy their customers. M.Guruswamy, A.Velsamy and Dr.N.Rajasekar in their
paper on “A study on customers' satisfaction towards BSNL landline services in Salem city, Tamil
Nadu” discussed that the customer satisfaction is the main goal of every business organization. The
objectives of the study were to study level of satisfaction of customers towards BSNL landline
services; through influence of demographic variables; limit of usage of various BSNL schemes; the
operational performance. The major purpose of descriptive research is description of state of affairs,
as it exists at present. Simple random sampling technique is used for collection of data. They found
that customers are just satisfied from its services. They are not very happy with the handset and
various schemes which are not updated timely to the customers.
1.3 STATEMENT OF PROBLEM
The most preferred communication service is telecalling. And as we all know it is primarily
provided in INDIA by BSNL. These services reached a very hire extent in the field of business
organization as well as informal communication. The numbers of customers are increasing day by day
as well as the products and services. Then also there is a lot to develop. So we can state that this study
will be helpful in knowing the use and ideas of customers.
1.4 NEEDS AND SIGNIFICANTS OF THE STUDY
The importance of customer satisfaction was a hot business topic in the 1980s, as customer
satisfaction was considered the best window into loyalty. It seems self-evident that companies should
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try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people
about their experiences.
So the telecommunication can be said as one of the most preferred means of communication for
reaching the message to a long distance such as interstate communication and international
communication so there is a significant in the study of the services provided by the BSNL. Satisfaction
and services achieved by the customers. This study will help to identify the problems faced by the
customers. There will be some ideas and suggestions with the customer for the purpose of the solving
the problem facing by them. Thus the study results in avoiding problems and providing better service
to the consumers.
In customer satisfaction research we seek the views of respondents on a variety of issues

that will show how the company is performing and how it can improve. It is wise to cross check the
internal views with a small number of depth interviews with customers. In any customer satisfaction
survey there will be quick fixes – actions that can be taken today or tomorrow that will have
immediate effect. Here in case of BSNL thus the need for study on customer satisfaction is important
since it is highly depending on the customer opinions and expectations there by using that information
to change its strategies.
1.5 Objectives of study
The main objective of the study is:
 To analyze the satisfactory level of the customer towards BSNL

 To explore the problem face by the customer
 To suggest some guidelines for BSNL in order to provide better focused services
 To review the facilities provided by BSNL
 To understand the demands and wants of customers

 To study the overview of BSNL
 To determine customer preferences of landline and mobile services
 To evaluate the customer satisfaction level as well as landline services
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1.6 Research methodology
Research methodology is a way to systematically solve a problem. It can be understood as a science of

studying how research is done scientifically. The data relevant to the study are collected from both
primary and secondary sources which gives survey from the customers of BSNL. The primary data’s
are collected by using questionnaire and direct interview from customer. Documentation reviews is
done from internet as well as publish sources and books of various authors.
The universe of the study consist 50 customer of BSNL from sooranad area.
Type of data
PRIMARY DATA
The data that is collected by the researcher directly from the respondents is called Primary data. The
basic means of primary data collection is through the following methods:
1. Discussion with experts
2. Questionnaire method
SECONDARY DATA
The data that was collected for some other purpose but can made applicable to the Current
study is referred to as secondary data here brochures, magazine, books, office documents, company
records, published books, journals etc.
DATA COLLECTION INSTRUMENTS
QUESTIONNAIRE
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A questionnaire is a research instrument consisting of a series of question and other prompts
for the purpose of gathering information from respondents. Although they are often designed for
statistical analysis of the responses, this is not always the case.
INTERVIEW
An interview is conversation between two or more people (The interviewer and the interviewee)
where question are asked by the interviewer to obtain information from the interviewee).
TOOLS OF ANALYSIS
Data analysis can be done using normal mathematical techniques like average, percentage
etc. Histogram, bar diagram, pie diagram has been used to find the relationship between variables
considered.
SAMPLE SIZE
Total Respondent : 50
SAMPLING AREA : BSNL Exchange Sooranad.
PERIOD OF STUDY : 4 Month
SOURCE OF DATA:
There are two types of data:
 Primary data
 Secondary data
1.7 LIMITATIONS OF THE STUDY
 Study has been conducted in few areas of Sooranad

 Time was not sufficient to conduct detailed study
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 Sample size is limited to 50
 All customer were busy with their own work and that reduced their sincerity in
answering the question
 The findings and suggestion are based only on the information given by the customers
which may be biased.
1.8 CHAPTER SCHEME
CHAPTER 1: GENERAL INTRODUCTION
CHAPTER 2: INDUSTRY PROFILE
CHAPTER 3: COMPANY PROFILE
CHAPTER 4: DATA ANALYSIS AND INTERPRETATION
CHAPTER 5: FINDINGS, SUGGESTIONS AND CONCLUSION
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CHAPTER 2
THEORETICAL BACKGROUND
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2.1 INDUSTRIAL PROFILE
TELECOMMUNICATION
The Indian telecommunication industry, with about 962.82 million telephone and 1.152 billion mobile
phone connections as of December 2018, is the third largest telecommunication network in the world
and the second largest in terms of number of wireless connections of 1.053 billion. The Indian telecom
industry is one of the fastest growing in the world and is projected that India will have 'billion plus'
mobile users by 2018. Projection by several leading global consultancies is that India’s telecom
network will overtake China’s in the next 10 years. For the past decade or so, telecommunication
activities have gained momentum in India. Efforts have been made from both governmental and non-
governmental platforms to enhance the infrastructure. The idea is to help modern telecommunication
technologies to serve all segments of India’s culturally diverse society, and to transform it into a
country of technologically aware people.
EVALUATION OF INDUSTRY AND MILESTONE
YEAR
1851 First operational land lines were laid by the government near Calcutta(seat of
British power
1881 Telephone service introduced in India
1883 Merger with the postal system
1923 Formation of India Radio Telegraph Company (IRT)
1947 Nationalization of all foreign telecommunication companies to form the posts,

Telephone and Telegraph (PTT), a monopoly run by the government’s Ministry
of Communication
1985 Department of Telecommunications (DOT) established , an exclusive provider
of domestic and long-distance service that would be its own regulator (separate
from the postal system)
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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 Regularly Authority of India created
Cellular services are launched in India. New National Telecom policy is adopted
1999
2000 DoT become a corporation, BSNL
2.2WIRELESS SERVICES IN INDIA
The Mobile telecommunications system in India is the second largest in the world and it was thrown
open to private players in the 1990s. The country is divided into multiple zones, called circles (roughly
along state boundaries). Government and several private players run local and long distance telephone
services. Competition has caused prices to drop and calls across India are one of the cheapest in the
world. The rates are supposed to go down further with new measures to be taken by the Information
Ministry. The mobile service has seen phenomenal growth since 2000. In September 2004, the
numbers of mobile phone connections have crossed fixed-line connections. India primarily follows the
GSM mobile system, in the 900 MHz band. Recent operators also operate in the 1800 MHz band. The
dominant players are Airtel, Aircel, Uninor, Reliance Info-com, Vodafone, Idea cellular and
BSNL/MTNL. There are many smaller players, with operations in only a few states .International
roaming agreements exist between most operators and many foreign carriers. Major players and their
market share WIRELINE SERVICES IN INDIA Landline service in India is primarily run by
BSNL/MTNL and Reliance Info-com though there are several other private players too, such as
Touchtel and Tata Teleservices. Landlines are facing stiff competition from mobile telephones. The
competition has forced the landline.
2.3BSNL IS POSITIONING IN TELECOM INDUSTRY

To understand and suggest how strategic management can help BSNL the first thing is to
understand the Telecom industry environment and the stakeholders involved. Apart from having to
cope with the change in structure and culture (government to corporate), BSNL has had to gear itself
to meet competition in various segments basic services, long distance (LD),and International Long
Distance (ILD), and Internet Service Provision (ISP), and Mobile services. With the advent of
competition the private operators have been impacting the strategic matrix by influencing regulatory
bodies, adopting intelligent media strategies, and by targeting the creamy layer of customers. While,
political control over the public sector remains a contentious strategic issue in the country; with the
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formation of a company, the internal strategy of the BSNL board will be of gaining considerable
autonomy. Labour unions are powerful internal stakeholders, as are the middle managers/ other staff
that have the primary responsibility for customer care. The following stakeholders diagram gives an
insight about the changing telecom industry environment for BSNL
Present and future scope BSNL (then known as Department of Telecom) had been a near
monopoly during the socialist period of the Indian economy. During this period, BSNL was the only
telecom service provider in the country (MTNL was present only in Mumbai and New Delhi). During
this period BSNL operated as a typical state-run organization, inefficient, slow, bureaucratic, and
heavily unionized. As a result subscribers had to wait for as long as five years to get a telephone
connection .The corporation tasted competition for the first time after the liberalization of Indian
economy in 1991. Faced with stiff competition from the private telecom service providers, BSNL has
subsequently tried to increase efficiencies itself. DoT veterans, however, put the onus for the sorry
state of affairs on the Government policies, where in all state-owned service providers were required
to function as mediums for achieving egalitarian growth across all segments of the society. The
corporation (then DoT), however, failed miserably to achieve this and India languished among the
most poorly connected countries in the world. BSNL was born in 2000 after the corporatisation of
DoT. The efficiency of the company has since improved. However, the performance level is nowhere
near the private players. The corporation remains heavily unionized and is comparatively slow
indecision making and implementation. Though it offers services at lowest tariffs, the private players
continue to notch up better numbers in all areas, years after year. BSNL has been providing
connections in both urban and rural areas. Pre-activated Mobile connections are available at many
places across India. BSNL has also unveiled cost-effective broadband internet access plans (DataOne)
targeted at homes and small businesses. At present BSNL enjoys around 60% of market share of ISP
services.2007 has been declared as "Year of Broadband" in India and BSNL is in the process of
providing 5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Data
one (Broadband) connections for a speed of up to 2Mbit/s without any extra cost. This 2Mbit/s
broadband service is being provided by BSNL at a cost of just US$ 11.7 per month (as of 21/07/2008
and at a limit of 2.5GB monthly limit with 0200-0800 hours as no charge period). Further, BSNL is
rolling out new broadband services such as triple play .BSNL is planning to increase its customer
base to 108 million customers by 2010. With the frantic activity in the communication sector in India,
the target appears achievable. BSNL is a pioneer of rural telephony in India. BSNL has recently
bagged 80% of US$ 580 m (INR 2,500cr) Rural Telephony project of Government of India. On the
20th of March, 2009, BSNL advertised the launch of Black Berry services across its Telecom circles
in India. The corporation has also launched 3G services.
2.4INTRODUCTION OF THE TELEPHONE:

In 1880, two telephone companies namely The Oriental Company Ltd. And The Anglo-
Indian Telephone Company Ltd. approved the government of India to establish telephone exchanges in
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India. The permission was refused on the grounds that the establishment of telephones was a
Government monopoly and that the Government itself would undertake the work. In 1881, the
government later reversed its earlier decision and a license was granted to the Oriental Telephone
Company Limited of England for opening telephone exchanges at Calcutta, Bombay, Madras and
Ahmadabad and the first formal telephone service was established in the country. 28 January 1882, is a
Red Letter Day in the history of telephone in India. On this day Major E. Baring, Member of the
Governor General of India’s Council declared open the Telephone Exchange in Calcutta, Bombay and
Madras. The exchange in Calcutta named “Central Exchange” was opened at third floor of the
building at 7, Council House Street.
2.5Customer satisfaction
Customer is the king; this all the more apt for today business environment where, all others factors
remaining more or less constant, it is the value addition to the customer that is making all the
difference. Customer satisfaction depends on the performance relative to a expectations.
A key premise in customer satisfaction is understanding the needs and meeting or exceeding the
expectations of customers. Furthermore, this is done by optimally quality and external customer
service; internal customer satisfaction is a much neglected component of quality improvement. To
this end, it is important to emphasize that total customer satisfaction can we attained only if all
employees devoted to external customer satisfaction can work together as assist each other to achieve
the common objective, when the internal customer is not satisfied; relationships with the external
customer suffer. So, it’s suggested to adopt customer oriented approach to keep the internal customer
satisfied and motivated, who in turn will focus their attention and energy up on meeting the
requirements of their customers thereby maximizing the customer, thereby maximizing customer
satisfaction.
Customer satisfaction survey is the process to monitor the satisfaction quotient of their people.
Internal satisfaction surveys therefore tracks the return on your investment in keeping your people
happy, high salaries, a quality culture, a healthy work environment. Last, but not the list internal
customer satisfaction survey helps in finding the critical areas, which needs further improvement.
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Today’s companies are facing their toughest competition ever these companies can outdo. Their
competition if they can move from products and sale philosophy to a marketing philosophy. We spell
out in details how companies can go about winning customers out performing competitors. Answer
lies in doing a better job of meeting and satisfying customer needs. Only customer-centered
companies are adept at building customers, not just building product. There are skilled in market
engineering, not just product engineering.
To many companies think that is the marketing/sales department’s job to procure customers. If that
department cannot the company draws the conclusion that is marketing people aren’t very good. But
in fact, marketing is only factor. In attracting and keeping customers. The best marketing department
in the world cannot spell products that poorly made or fail to meet anyone’s need. The marketing
department can be effective all in companies whose various departments and employees have
designed and implemented a competitively superior customer, value – delivery system.
Although the customer oriented firms seek to create high customer satisfaction, is main goal is to
maximize customer satisfaction, first the company can increase customer satisfaction by lowering its
prices, but result may be lower profits second the company might be able to increase prices third the
company has many stake – holders including employees, dealers.
Suppliers and stoke holders spending more to increases the customers satisfaction might divert funds
from increasing satisfaction of other partner. Estimate the company must operate on the philosophy
that is trying to deliver a high level of satisfaction to other stake – holder within the constraints of its,
resources. From the past studies of last three decades we observed that the company's first task is to
create and satisfy customer. But today’s customers face a vast array of product and brand choice
prices and suppliers.
It is generally believed that customers estimate which offer will deliver the most value customers are
like value maximizes, within the bond of search costs at limited knowledge, mobility income, they
form an expectation of value act on it, whether or not the offer lives up to the value expectations
affects customer’s satisfaction and their repurchase probability.
When we talk about customer satisfaction, we talk about creativity
2.6Why customer satisfaction is important?

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There are a number of reasons why customer satisfaction is important in telecommunicating
sector. These main reasons are as follows:
 Meeting the needs of the customer is the underlying rational for the existence of community
service organization. Customers have the right to quality services that deliver outcomes.
 Organizations that strive beyond minimum standards and exceed the expectations of their
customers are likely to be leaders in their sector.
 Customers are recognized as key partners in shaping service development and accessing
quality of service delivery.
The process for measuring customer satisfaction and obtaining feedback on
organizational performance are valuable tool for quality and continuous service improvement.
2.7Customer satisfaction in 7 steps

It’s a well-known fact that no business can exist without customers. It’s important to work closely
with your customers to make. Sure the services and or products you provide for them are 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 selection of tips that will make your clients
Feel valued, wanted and loved:-
2.7.1. Encourage Face-to-Face Dealings:
This is the most daunting and downright scary part of interacting with a customer. If you are 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 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 some one 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 sthey need. I believe that if a potential client spends over half and meeting doing the talking,
you are well on your way to a sale.
2.7.2 Respond to Message Promptly & Keep Clients Informed:
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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 customer queries within the
space of a few hours, but last emails or call them back and let them know you’ve received their
message and you will contact them about it as soon as possible. If you are not able to solve a problem
right away let the customer know you are 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 apologized repeatedly,
which was nice. Now if they server had just gone down with no explanation I think I’d 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 problems. That
to me is a prime example of customer service
2.7.3. 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
are there to help them out. There will 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 client wishes as best you can, and at all times remain polite and courteous.
2.7.4. Have a Clearly-Defined Customer Service Policy:
This may not too important when you are just starting out, but a clearly defined customer service is
going 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 are not satisfied with any aspect of your customer service, who should
they tell?
There is nothing more annoying for a client than being passed from the 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
anywhere else it may be useful.
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2.7.5. 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 or 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 holiday email to all your customers, it’s something. 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.
2.7.6. Anticipate Your Client 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 are working on the front-end for your clients exciting new ecommerce
endeavor. You have all the images, original and files backed up on your desktop computer and the site
are 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 version of all the images you’ve
used on the site. A note accompanies it which reads:
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.
2.7.7. Honor 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 sub-contractors don’t
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always deliver on time. In this case a quick apology and assurance it will be ready ASAP wouldn’t go
amiss.
CHAPTER-3
COMPANY PROFILE
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3.1 COMPANY PROFILE
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
Kolkata1881 Telephone service introduced in India1883 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 areas1997 Telecom
Regulatory Authority of India (TRAI) created1999 Cellular Services are launched in India. New
National Telecom Policy is adopted2000 DOT becomes a corporation, BSNL2001 Policy announced
for additional licenses in Basic and Mobile Services2002 BSNL enters into GSM cellular
operation2003 Unified Access (Basic & Cellular) Service License (USAL) introduced as a first step
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towards Unified License Regime2004 License fee reduced by 2% across the board for all the access
licenses2005 Introduced Broadband in the country.
3.2Major 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
North-Eastern region of the country, BSNL serves its customers with its wide bouquet of telecom
services. BSNL is the numero 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, CellOne, 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, with 35 .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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3.3VISION
 Be the leading telecom service provider in India with global presence
 Create a customer focused organization with excellence in customer care, sales and marketing
 Leverage technology to provide affordable and innovative telecom. Services/products across
customer segments.
3.4MISSION
Be the leading telecom service provider in India with global presence.
 Becoming the most trusted, preferred and admired telecom brand

 Providing reliable telecom services that are value for money
 Generating value for all stakeholders – employees, shareholders, vendors & business associates
 Excellence in customer service -friendly, reliable, time bound, convenient and courteous
service
 Offering differentiated products/services tailored to different service segments
 Developing a marketing and sales culture that is responsive to customer needs
 To explore International markets for Global presence
 Maximizing return on existing assets with sustained focus on profitability
 Changing policies and processes to enable transparent, quick and efficient decision making.
3.5OBJECTIVES
 To increasing sales revenue with focus on subscriber retention & acquisition by way of
strengthening sales & marketing, quality of service and customer delivery
 Accelerate the pace of expansion of mobile & data services with up-gradation of technology
 Increasing BSNL visibility in urban, sub-urban and rural areas
 Developing sales and marketing team with attitude towards customer care
 To improve customer care by reducing fault rate, upgrading Customer service Centres (CSCs)
and introducing convergent billing
 Providing a conducive work environment with strong focus on performance to enhance
customer delight towards BSNL services
 Leverage data services to increase BSNL’s customer’s base & revenues by providing higher
bandwidths capabilities for wire line and wireless broadband customers
 To strengthen company’s finances by gainful utilization of its assets through sharing /
monetization of existing infrastructure like land, building and sharing of passive infrastructure
like towers etc.
21
 Creating Wi-Fi Hot Spots and replacing Legacy wire line exchanges by Next Generation
Network.
 Expanding the reach of fiber network near to the customer premises particularly in apartment
complexes through FTTH in order to meet the ever increasing bandwidth requirement for both
data & video applications
 To leverage the existing infrastructure of BSNL thereby contributing towards nation building
by facilitating the execution of government programmes and initiatives viz. National Optical
Fiber Network (NOFN), Network for Spectrum (NFS), and dwelling on Smart City concept
 To improve productivity by training and skill development and redeployment of legacy
manpower
 Develop indigenous knowledge pool exposed to latest technological advancements in telecom
area within BSNL licensee areas
 To look for the opportunity of possible expansion of BSNL footprint globally by exploring
international telecom developing markets such as Africa.
3.6 SERVICES
BSNL mobile is major provider of GSM cellular mobile services under the brand
name Cellone. BSNL provides complete telecom services solution to enterprise customers including
MPLS, P2P and Internet leased lines. It provides fixed line services and landline using CDMA
technology and its extensive optical fiber network. BSNL provides internet services through dial-up
connection as prepaid, Net One as Postpaid and data one as BSNL Broadband.
BSNL offers value-added services, such as Free Phone Service (FPH), India Telephone
Card (Prepaid card), Account Card Calling (ACC), Virtual Private Network (VPN), Tele-voting,
Premium Rate Service (PRM), Universal Access Number (UAN). BSNL also offers the IPTV which
enables customers to watch television through internet and Voice and Video Over Internet Protocol
(VVoIP). In 2007, BSNL announced plans for providing 5 million broadband connectivity and
secured 80% of the INR 25 billion rural telephony project of Government of India. On 20 March
2009, BSNL launched blackberry services across India. BSNL paid Rs.101.87 billion for spectrum in
2010. As of 2011, BSNL offers coverage in over 800 cities across India. BSNL launched in 2012 a
3G wireless pocket router named Winknet Mf50. BSNL 3G provides HSPA+ service with highest
speed of 21.1 Mbit/s downlink and 5.76 Mbit/s uplink
22
BSNL announced the discontinuation of its telegram services from 15 July 2013,
after 160 years in service. It was opened to the public in February 1855; it was upgraded to a web-
based messaging system in 2010, through 182 telegraph offices across India.
Bharat Sanchar Nigam Limited, a Public Sector Enterprise also provide Fiber to the
home plans which are generally known as FTTH broadband service. It is the fastest broadband
service which has been started by the BSNL. BSNL FTTH service can provide the speed up to
100Mbit/s to the Internet users.
As per Telecom Regulatory Authority of India Report dated 19 Feb 2016, at the end
of 2015, BSNL 14.54% share of broadband market placed it 4th in market share. As a wireless
provider, it ranked 6th with an 8.16% of that market. BSNL launched linguistic email service with
DATAMAIL app in 8 Indian Languages. On 8 June 2017 BSNL signed a memorandum of
understanding (MoU) with the University Service Obligation Fund (USoF) to have 25,000 Wi-Fi
hotspots in rural exchanges within the next 6 months.
In September 2018, The Department of Telecommunication (DoT) approved BSNL’s

proposal to launch nation-wide 4G LTE services via the allocation of the 2100Mhz band. This meant
the state run company would soon launch pan-India 4G services except for Mumbai and Delhi circles.
BSNL launched 4G services first from Kerala circle in 9-02-2018 at Udumbanchola, Idukki district.
Now BSNL has around 800 live state of art 4G BTS’s incorporation with Nokia in Kerala circle.
BSNL started Commercial 4G services at Idukki, Kottayam, Malapuram, Thrissur, Ernakulam
districts of Kerala by shutting down of 3G services.
3.7 BHARATH SANCHAR NIGAM LIMITED

BSNL is the one of the largest Indian cellular service providers, with over 119.99 million
Subscriber as of June 2012, and the largest land line telephone provider in India. However, in recent
years the company’s revenue and profit plunged into heavy losses due to intense Competition in the
Indian telecommunications sector.
BSNL is India’s oldest and largest communication service provider (CSP).It had a customer base of 90
million as of June 2008 .It has footprints throughout India except for the metropolitan cities of
Mumbai and New Delhi, which are managed by Mahanagar Telephone Nigam Limited (MTNL). As of
June 2012, BSNL had a customer base of 40.60 million wire line and 98.28 million wireless
subscribers.
BSNL provides almost every telecom service, however following are the main telecom services being
provided by BSNL in India :-
3.7.1. BSNL LANDLINE:- 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
23
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 over valued customers .
BSNL’s telephony network expands throughout the vast expanses of the country reaching to the
remotest part of the country.
3.7.2. BSNL MOBILE :- India’s fastest growing cellular service ,along with postpaid and prepaid
services brings cellular telephony to the masses, through innovative technology and strategic pricing.
This ambitious services uses state of the art GSM technology to attain global excellence and
leadership in business .Our entry into this sector brought GSM cellular service at an affordable cost to
the common man .All serving a single objective , to provide better communication to million across of
India. customer have reposed tremendous faith in BSNL and it has enrolled over 30 lakh cellular
customers within 10 months launch of cellular service ,an unprecedented mark in Indian cellular
market .
3.7.3.BSNL WLL-M:- BSNL WLL-M is a communication system that connects customers to the
BSNL landline network using radio frequency signals instead of conventional copper wires, full or part
connection between the subscriber and the exchange This comes with superior voice quality and high
speed data capabilities. CDMA is popular with more than 100 million subscribers worldwide, and the
number keeps on increasing exponentially.
3.7.4 .INTERNET SERVICE:- BSNL is India’s no.1 internet service provider with more than 17
lakh subscribers, providing internet service throughout the entire country (except in New Delhi and
Mumbai) under the brand name of “ Sancharnet ”. Sancharnet provides free all India roaming and
enables it’s users to access their accounts ,using the access code (172233)and user ID from anywhere
in the Country. In order to make internet available throughout the length and breadth of the Country
Internet Dhabas are being commissioned at all the Block Headquarters. BSNL has also started DIAS
and Account free in internet access (CLI based) facility on few select cities recently.
3.7.5. BSNL BROADBAND: - BSNL is in the process commissioning of a world class, multi-gigabit,
multi- protocol, convergent IP infrastructure through National Internet Backbone II (NIB-II)
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.
3.7.6.INTELLIGENT NETWORK (IN) :-BSNL provides IN services offers value - added services ,
such as Free Phone Service(FPH),India Telephone Card (prepaid card),Account Card
24
Calling(ACC),Virtual Private Network(VPN),Tele-voting, Premium Rae Service (PRM),Universal
Access Number (UAN) and more
3.7.7. 3G :- BSNL offers the ‘3G’ or the ‘3 rd generation’ services which includes facilities like video
calling , live TV , 3G Video portal ,streaming services like online full length movies and video on
demand etc.
3.7.8. 4G:- The telecom department has accepted our proposal and is in the process to allow spectrum
in the 2100mhz band to run 4G services, BSNL chairman Anupam Shrivastava told ETTelecom ,
adding high speed long term Evolution (LTE) Services soon.
We have already rolled out 4G in Kerala and Karnataka on a pilot basis and can
concurrently run 3G and 4G services if an additional 5 Mhz is allocated in the 2100mhz band. The top
official told ET-Telecom earlier.
3.7.8. FTTH: - Fiber ToThe Home facility that offers a higher band width for data transfer. This idea
was proposed on post- December 2009.
3.7.9. HELPDESK: - BSNL’s Helpdesk (Helpdesk) provide help desk support to their customers for
their services.
3.8 Administrative units

The BSNL is divided into a number of administrative units termed as telecom circles, metro districts,
project circles and specialized units. It has 24 telecom circles, 2 metro districts, 6 project circles, 4
maintenance regions, 5 telecom factories, 3 training institutions and 4 specialized telecom units.
3.9Challenges
During the financial year 2008–09 (from April 1, 2008 to March 31, 2009) The BSNL has added 8.1
million new customers in various telephone services taking its customer base to 75.9 million. BSNL's
nearest competitor Bharti Airtel is standing at a customer base of 62.3 million. However, despite
impressive growth shown by BSNL in recent times, the fixed line customer base of The BSNL is
declining. In order to woo back its fixed-line customers The BSNL has brought down
Long distance calling rate under One India plan, however, the success of the scheme is not known.
However, BSNL faces bleak fiscal 2009-2010 as users flee. Presently there is an intense competition
in Indian Telecom sector and various Telecom companies are rolling out attractive schemes and are
25
providing good customer services. But situation as on 2012 The BSNL will be third largest operator
(Service) and No 1 access operator among country. As TRAI Report 2011-12, the BSNL became most
trustworthy brand due to its loyalty towards customers and its rule.
Access Deficit Charges (ADC, a levy being paid by the private operators to The BSNL for provide
service in non-lucrative areas especially rural areas) has been slashed by 20% by TRAI, April-1,
2009. The reduction in ADC may hit the bottom lines of the BSNL. The BSNL has started 3G
services in 290 cities and acquired more than 6 lakh customers. It has planned to roll out 3G services
in 760 cities across the country in 2010-11. According to users and big sources the BSNL's 3G data
speed is much higher than other operator and also it is competitively cheap.
3.10 BSNL - MTNL Merger Plans
On February 23, 2011, The Department of Telecommunications (DoT) said it wanted to revive a
proposal for the merger of state-owned operators the BSNL and MTNL. In its draft plan, the
department while showing concern over the deteriorating performance of the BSNL and MTNL said
that the BSNL and MTNL should be merged as they have complimentary operations and can combine
their strengths for synergies. DoT said the government should set up a multi-stakeholder committee to
develop a restructuring plan for both firms. The committee should have
Member’s from public enterprises, the DoT, department of IT and ministry of finance. However the
BSNL's staff unions are opposing this merger tooth and nail realising that MTNL is in dire state and
need help of its big brother, BSNL, to alleviate itself from getting into red balance sheet. MTNL, in
spite of having its operations in two big metro cities viz. New Delhi & Mumbai is realising cascading
fall in revenue and profits for the past 10 successive years. The telecommunication operators should
focus on enterprise business, services to government and the public sector, value-added services and
technologies like 3G, the department recommends.
3.11 3G
While it did not participate in the 3G auction, the BSNL paid the Indian government Rs.10,187cr for
3G spectrum in all 20 circles it operates in. State-owned MTNL provides 3G services in the other 2
circles - Delhi and Mumbai. Both these state-owned operators were given a head start by the
government in the 3G space by allotting the required 3G spectrum, on the condition that each will
have to pay an amount which will be equivalent to the highest bid in the respective service areas as
and when the 3G auctions take place. The BSNL recently launched a 3G wireless pocket router
26
named Winknet Mf50 for 5800/- Indian rupees. It was released in collaboration with another telecom
service provider Shyam networks. Winknet Mf50 enables you to connect multiple devices to the
internet using a single sim card.
3.12 3G Coverage
The BSNL has the largest 3G network in India. Additionally, BSNL 3G services usually cover not
only the main town/city but also the adjoining suburbs and rural areas as well. As of now BSNL has
3G services in 826 cities across India. The following is a list of BSNL 3G enabled towns/cities. This
list covers only BSNL 3G services provided through HSDPA/HSUPA and HSPA+ for GSM
subscribers and not EVDO for CDMA subscribers. This list may not be complete as new towns/cities
are added regularly.
3.13 4G
BSNL too has been affected by competition, posting Rs.4,785crore as provisional and
unaudited net loss in 2017-18, compared with Rs.4,786crore net loss in 2016-17.Revenue for the
year ended march 31 fell to Rs.27818crore from RS.31,533crore a year earlier.
“ New investment will be for putting up 4G hotspot, expansion of 3G Services,
replacement of outdated network, enhancement of broadband capacity, and making core network
robust with further extension in far- flung areas”, Shrivastava said.
BSNL is also looking to add 12000 mobile tower for 3G expansion.
The telecom has already launched 4G technology – based data services in
Kerala and Karnataka on a pilot basis, and according to the official, it can concurrently run 3G and
4G Services on the 2100mhz frequency range in order to optimally utilize the band.
3.14 5G
On October 25,2018 announced that it has signed an MoU with Bharat Sanchar Nigam Limited
(BSNL), One of the leading telecom operators in India to work together on developing new 5G use
cases , knowledge sharing on 5G technology concept , industry and innovation trends including 3GPP
standardization progress. The partnership will leverage Ericsson’s 5G center of Excellence
established earlier this year at IIT Delhi to work on evaluating benefits of 5G technology in areas
like rural connectivity, connected healthcare ,industrial automation , public safety, video surveillance,
energy and agriculture among other.
27
This announcement reinforces Ericsson’s commitment to bring the latest technology
innovation to India and develop the 5G ecosystem to support a digital India.
Shri.Anupam Shrivastava, CMD BSNL said, “5G and IOT will enable new
opportunities and create new ecosystem and through this association with Ericsson, we intend to take
the lead in the development of these new technologies. We will test, learn and develop use cases that
will help us meet the diverse needs of our customer in the future. 5G will also help create the
backbone on which Digital India initiatives will be delivered.” This announcement reinforces BSNL’s
commitment to develop the 5G ecosystem to support vision of digital India by Hon’ble PM
Shri.Narender Modi.
5G will enable tremendous opportunities

As per an Ericsson report, 5G enabled digitization revenue potential in India will be US $27.3
billion by 2026. The Indian operators can generate additional revenue of US$13 billion or half of the
stated potential if they take up roles beyond being connectivity and infrastructure providers to
become service enablers and services creators. The largest opportunities will be seen in sectors like
manufacturing, energy and utilities followed by public safety and health sector. Some of the 5G use
cases that could be implemented using the unique features of 5G technology include industrial control
and automation, autonomous driving, safety and traffic efficiency services, hospital applications and
medical data management amongst others.
3.15 Recognitions
The Brand Trust Report published by Trust Research Advisory ranked BSNL in the 65th position of
the list of Most Trusted brands.
3.16 Competitors
The BSNL competes with 14 other mobile operators throughout India. They are Aircel, Airtel, Idea,
Loop Mobile, MTNL, MTS, Reliance Communications, Tata DoCoMo, Uninor, Videocon, Virgin
Mobile and Vodafone.
3.17 Quality of Service
28
The BSNL goes by the motto "Connecting India, faster" and displays the same at their homepage.
The service quality of BSNL Customer service has been severely criticized as very poor. The mobile
services provided by BSNL in almost every part of the country were and still are criticized for
network outages and frequent call drops. Despite the criticism there is very negligible or no amount
of work being carried out by the authorities to improve the performance and quality of the network.
BSNL claims to offer seamless coverage in almost all forests of India in collaboration with state
forest department.
3.18 PROFILE OF LANDLINE CONNECTION OF THE BSNL
In India landline service is firstly run by BSNL/MTNL and after there are several other private
players too, such as Airtel, Reliance Infocomm, Tata Teleservices and Touchtel. Landlines are facing
stiff competition from mobile telephones. The competition has forced the landline services to become
more efficient. The landline network quality has improved and landline connections are now usually
available on demand, even in high density urban areas.
3.19 FLPP (Fixed Line Pre-Paid Telephone)
FLPP (Fixed Line Pre-Paid) Service enables a subscriber to make calls from a prepaid account
linked to his telephone number. Unlike the prepaid card 'ITC' service, where the authentication is
done every time through a 16-digit PIN the authentication of FLPP is linked to his telephone line
& the user is not required to dial the Account number/ PIN for authentication making it simpler to
use.
Fixed Line Prepaid service offers the following features:
 Conversion of fixed line to Prepaid and get rid of telephone bills.
 Easy de-linking from telephone line when prepaid is not required
on any number
 No need to dial Account number/ PIN every time you make a call.
 STD/ISD Facility
 On Line balance enquiry
 'Follow on feature' on no reply, busy and called party release to dial
 Another number for subscribers other than PCO.
 Easy recharge and no problem of bills
 Free Level 1 service like 100, 101, 102 etc. available.
29
 Free Level 1 IN services which are free to end-customers like Free
Phone etc. are available.
There can be four types of FLPP accounts namely
 PCO FLPP Account,
 PCO Local FLPP Account,
 General FLPP Prepaid Account and
 General FLPP Prepaid + Postpaid Account
3.20 New Telephone Connections
The BSNL offers telephone connections in the following main categories to its subscribers:
3.21 Permanent Connections
Permanent connections are available in the following categories to Suite different subscribers,
SN Scheme Remarks
1. Tatkal Scheme New connections are provided within 15 days.
Own Your This is open to all. A nominal advance OYT

Telephone(OYT) General deposit is to be done to book telephone.
Scheme
OYT Special Scheme Rtd. Officers of PSUs, Statutory Bodies / NRIs etc
are eligible.
Non-OYT General This scheme is open to all.
Non-OYT Special Doctors, Advocates, Judicial Officers, Qualified

Nurses & Midwives, Blind persons..... are eligible
for this category.
Non-OYT Swatantrata Freedom Fighters & Spouse of Freedom

Senani Scheme(SWS) Fighters are eligible for this scheme.
30
Non-OYT S S Foreign Missions & Embassies,U N
Organizations, MPs, MLAs & Municipal
Councilors, Distinguished Persons.... are eligible
for this scheme.
Non-OYT-G-SE-DOT Employees of DoT and BSNL are eligible for

registration under this category.
BSNL Sulabh Under this scheme ‘B-fone’ with only incoming

calls can be taken. Outgoing calls can be made
using India Telephone Card.
B-fone for Internet 2nd ‘b-fone’ connection at concessional rate

exclusively for Internet use can be taken under
this scheme(scheme is valid up to 31 Dec' 2005)
3.22 Temporary Connections

Temporary connections are provided for short period for emergency requirements of purely
temporary nature. The temporary connections are to be provided for a maximum period of 3 months
at a time in the case of private individuals and 6 months at a time in the case of Government Offices.
The charges for the entire period along with security deposit, installation charges and rentals will be
collected in advance. No waiting list is maintained for this category.
3.23 Casual Connections

Casual connections are provided to applicants for social/religious functions, marriages, and
exhibitions etc., for a period not exceeding 30 days.
3.24 PROCEDURE FOR REGISTRATION
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The standard application form prescribed for new telephone connection can be obtained free of cost
from any of the designated offices of the BSNL or the Customer Service Centers located anywhere in
the country. Photocopies of these forms as well as downloaded copies from the Internet are also
accepted. The completed application along with the demand draft may be given by hand in the office
of the GM/TDM/TDE/SDE for registration. The completed application form may also be sent by
registered postalong with demand draft for requisite amount towards registration fee drawn in the
name of designated authority, in the office of GM/ TDM / TDE /SDE under whose jurisdiction the
telephone connection is required. In areas where telephone is available 'on demand' the form for New
Telephone Connection (NTC) may be deposited without demand draft. In such cases, after receipt of
form for NTC, Demand Note for payment of applicable installation charges shall be issued. On
receipt of payment against Demand Note, the OB for installation of telephone connection shall be
issued immediately. A Bona-fide Verification for new connection/shift of telephone connection is
done by the Department before a new telephone connection is sanctioned or an existing phone is
shifted to a new address.
3.25 THE MARKETING STRATEGIES OF BSNL
Marketing vision of the BSNL has to be based on overall mission and vision of the
organization. The mission of BSNL is
i. To provide world class State-of-art technology telecom services on demand affordable
price.
ii. To provide world class telecom infrastructure to develop country’s economy.
And the vision of BSNL is:-

i. To become the largest telecom Service Provider in Southeast Asia.
In dynamic environment, anything permanent is “CHANGE”. So we must

revise and review so that focus is never lost. Vision of the organization can only be translated into
retail, if it is shared to one and all. The best way to implement is to involve them in formulation. But
even if it is conceived by higher management then it has to be explained to each and every individual
32
of the organization, otherwise, it may remain as a show piece. Marketing vision of BSNL has to be
based on overall mission and vision of the organization. The mission of
BSNL is to provide world-class telecom infrastructure to develop country’s economy. And vision of
the BSNL is to become the largest telecom service provided in Southeast Asia. In dynamic
environment anything permanent is change.
3.26 MAJOR PROBLEMS OF BSNL
During financial year 2008-2009, BSNL added 8.1 million new customers in various
telephone services taking its customers base to 75.9million. BSNLs nearest competitor Bharti-Airtel
is standing at a customer base of 62.3million. However, despite impressive growth shown by BSNL
in recent times, the fixed line customer base of BSNL is declining. In-order, to seek the fixed-line
customer BSNL has brought down long distance all integrate under India plan, however, the success
of these scheme is not known. However, BSNL faces bleak fiscal 2009-2010 as users flee.
Presently there is an intense competition in Indian telecom sector and various
telecom are rolling out attractive schemes and are providing good customer services.
Access Deficit Charges (ADT which is paid by the private operators to BSNL for provide
service in non-lucrative are as especially in rural areas) has been slashed by 20% by TRAI, W.C.F
April 1, 2009. The reduction in ADC may hit the bottom lines of BSNL.
“BSNL rarely has the equipment to expand its services when it needs the most, “says
seth” there was always a lot a pressure and interference in the procurement of equipment. That hasn’t
changed. What has changed is that themes procurement is pulling BSNL down like never before. In
the last three years, BSNL has grown slower than the industry average in mobile segment and has lost
market share.
3.26.1 The employees of BSNL: “These 1500 people are non-committal to the growth of BSNL.
They are talented, but they lack the will to work to their capabilities,” says V A N Namboodiri,
General Secretary, BSNL Employees Union.” This impacting the company’s growth”.
33
At the time of corporatization, many non-executive employees (linesmen, exchange employees) were
promoted to do administrative work. They were not engineers, but they had functional knowledge.
The young engineers joining today have to work under them, despite being more qualified. They feel
that BSNL is suffering because of such non-executive people occupying executive posts.
3.26.2 BSNL’s approach to infrastructure sharing: Both in landline and mobile, as an example of
narrow thinking. BSNL was the first operator to have a plan – India coverage. When private players
were expanding, it refused to rent its unused the infrastructure to them. So, they had no choice but to
build their own infrastructure. Says Uppal: “Had its hared infrastructure, it would
have earned immediate revenues and derives a long-term competitive advantage by making its rival
dependent on it, instead of speeding up their infrastructure”, It’s only now that it has sharing its
mobile towers.
3.26.3 BSNL’s faulty marketing policies: BSNL’s marketing policies were centered around the
belief that customers will come to it. In mobile services, it wasn’t doing any push marketing; it didn’t
even leverage its pan-India coverage to good effect. In landline, it wasn’t doing any marketing at all.
Customers had to go its exchange to apply for a connection. Customers in non-metro areas went as
they trusted BSNL as a brand and didn’t have many besides it, but it didn’t cut much water in the
metros. BSNL didn’t even have a customer services call center till last year. Awareness of its plans is
very low. In the recent pay per second recalibration, it was the last company to make the shift, and
unlike others, there was no ad blitz informing customers of the change.
3.26.4 Customers shift of BSNL: Its landline, once its mainstay, has been falling consistently, from
35million subscribers in 2006 to 2009 million subscribers in 2009. Some of these losses are because
of the shrinking of landline demand, but most of it is due to customers shifting to private limited.
3.27 THE COMPETITORS OF BSNL

During the financial year 2008-2009 BSNL has added 8.1 million new customers in various
telephone services taking its customer base to 75.9 million BSNL’s nearest competitor
Bharti Airtel is standing at a customer base of 62.3million. However, despite impressive growth
shown by BSNL in recent times, the fixed line customer base of BSNL is declining .In order to woo
34
back its fixed line customer BSNL has brought down long distance all ingrate under one India plan,
however, the success of these scheme is not known. However, BSNL faces bleak fiscal 2009-2010 as
uses flee. Presently there is an intense competition in Indian telecom sector and various telecom are
rolling out attractive schemes and are providing good customer services.
Access Deficit Charges (ADC already being paid by the private operators to BSNL
for provide service in non-lucrative areas especially rural areas) has been slashed by 20% by TRAI,
W.C.F April 1 2009. The reduction in ADC may hit the bottom lines of BSNL. BSNL launched 3G
services in 12 cities of country in second march 2009.MTNL which operators in Mumbai and Delhi
first launched 3G services in these cities.
3.28 FUTURE PROSPECTS OF BSNL

BSNL is undergoing a transformation; BSNL has planned four broad changes, to be
implemented over the next years. Rather than split the organization according to division (fixed,
marketing, and so on), split it according to verticals (fixed, mobile, enterprise, and new business).
Morph from a network-technology company to a sales-oriented company build the BSNL brand use
IT to stream line business process despite the distressing number, in the evolving environment,
landline might still have a business. The boundary between fixed and mobile is converging very fast.
When it comes a delivering data, entertainment and voice on the same network, fixed lines score over
wireless. Applications like mobile TV have had limited appeal among users and operators because of
it spectrum-hogging properties.
For a players like BSNL, which has copper and fiber already in place across the
country for voice, broad band and other services like IPTV (TV via landline) can ride pillion. NO
other Indian telecom players even come close on a national scale. Their coverage is mostly select.
Bharti, for instance, offers it in 95 cities that have the highest revenue potential as identified by it.
Tata and Reliance do the last mile mostly on wireless.
But reaching everywhere is not enough. BSNL still has to create a market there, and a
profitable one at that, for broadband and IPTV. Traditionally creating markets has never been BSNL’s
strength. But if it can crack the marketing, and leverage its existing network, its landline liability can
become an asset again.
35
Chapter – 4
DATA ANALYSIS AND INTERPRETATION
36
Table no 4.1
The table showing the usage of telecommunication services among BSNL customer
Opinion NO. of respondent percentage

Depends on usage 20 40
Only on emergency 5 10
Frequency 20 40
Office use 5 10
Total 50 100
Figure no 4.1
The figure showing the usage of telecommunication services among BSNL customer
percentage
40
35
30
25
20
15
10
0
Depends on us a ge Onl y on emergency Frequently Office us e
Source: primary data
The table and figure show that 40% of customer using telecommunication services depend on usage,
40 % using frequently. 10 % of customer use only on emergency and 10 % of customer use only on
office use.
37
Table no.4.2
The table showing the usage of BSNL landline connection
Opinion Number of respondent Percentage

Below 6 month 3 6
6 month- 2 years 12 24
2-4 years 10 20
4-6 years 5 10
6 & above 20 40
Total 50 100
Figure no.4.2
The figure showing the usage of BSNL landline connection
percentage
45
40
35
30
25
20
15
10
0
Bel ow 6 month 6 month- 2 years 2-4 yea rs 4-6 yea rs 6 & above
Source: Primary data
Nearly 40% of the customers are using the BSNL landline connection more than 6 years and 24% are
are using between 6 months and 2 year. 20 % are using 2 to 4 years. And only 10 % are using 4 to 6
years. 6 % are using below 6 month.
38
Table 4.3
The table showing the percentage of satisfied customer towards BSNL network
opinion No. of Respondent Percentage

Yes 34 68
No 16 32
Total 50 100
Figure 4.3
The figure showing the percentage of satisfied customer towards BSNL network
Percentage
70
60
50
40
30
20
10
0
Yes No
Percentage
It is found that 68 % of customers are satisfied with BSNL network. And 32 % of customers are not
satisfied with BSNL network.
39
Table 4.4
The table showing the telecom facility that BSNL providing is sufficient or not

Yes 30 60
No 20 40
Total 50 100
Figure 4.4
The figure showing the telecom facility that BSNL providing is sufficient or not
Percentage
60
50
40 Yes; 60
30 No; 40
20
10
0
Yes No
Percentage
Source: primary source
It is found that 60% of customers are agreed the telecom facility that BSNL providing is sufficient.
And 40 % of customers are disagreed.
40
Table 4.5
The opinion No. of Respondent Percentage

Yes 17 34
No 33 66
Total 50 100
table showing the awareness towards BSNL service in different field
Figure 4.5
The figure showing the awareness towards BSNL service in different field
Percentage
70
60
50
40
30
20
10
0
Yes No
Percentage
It is found that 66 % of the BSNL customers are aware of the BSNL services in different field. And
34 % of customers are not aware of the BSNL services in different field.
41
Table no 4.6
The table showing the response of people for any other service should provide
Yes 23 46
No 27 54
Total 50 100
Figure no 4.6
The figure showing the response of people for any other service should provide
Percentage
54
52
50
48
46
44
42
Yes No
Percentage
IT is found that 46% of respondents are in the view that BSNL should provide other services and 54%
are in view that BSNL should not provide other services.
42
Table no 4.7
The table showing the factors that make awareness about the concession /offers/ schemes
opinion NO. of respondent Percentage

Through the BSNL office 9 18
Through my 21 42
friends/relatives
Through the advertisement 14 28
Any other 6 12
Total 50 100
of BSNL
Figure no 4.7
The figure showing the factors that make awareness about the concession /offers/ schemes of
BSNL
percentage
Through my
friends/relatves; 42
45 Through the
40 advertsement; 28
35 Through the BSNL
30 office; 18
25 Any other; 12
20
15
10
5
0
ce s t r
ve en he
L o ffi l at em y ot
N / re ts An
BS ds ver
e en d
th ri e
a
ug
h yf th
ro m gh
h
Th ug ro
u
h ro Th
T
43
From the above figure shows that, 42 % of the respondents that they are aware about the
concession/offers/and schemes of BSNL trough their friends and relatives. And 28 % are aware
through advertisement. And 18 % are aware through the BSNL office. And 12 % are from any other.
Opinion No. of respondent Percentage

Highly satisfied 5 10
Satisfied 26 52
Neutral 14 28
Dissatisfied 4 8
Highly Dissatisfied 1 2
Total 50 100
Table no 4.8
The table showing the level of satisfaction towards the call rate of BSNL
Figure no 4.8
The figure showing the level of satisfaction towards the call rate of BSNL
percentage
Highly satsfied
Satsfied
Neutral
Dissatsfied
Highly Dissatsfied
44
It is found that 52 % of the BSNL customers are satisfied toward the call rate of BSNL.28 % of
customers are neutral.10 % of customers are highly satisfied.8 % of customers are dissatisfied. And 2
% of customers are highly dissatisfied.
Opinion No. of respondent percentage

Satisfied 20 40
Neutral 2 4
Dissatisfied 6 12
Total 50 100
Table 4.9
Table showing how do you feel about the customer care in BSNL
Figure 4.9
Figure showing how do you feel about the customer care in BSNL
percentage
40
35
30
25
20
15
10
0
Hi ghl y s atsfied Satsfied Neutra l Di ss atsfied Hi ghl y Di s s atsfied
45
From the above figure it is shown that 40% of the respondent that the customer care in BSNL is
satisfied, 30 % of the respondent that the customer care in BSNL is highly satisfied,14% of the
respondent that the customer care in BSNL is highly dissatisfied, 12% of the respondent that the
customer care in BSNL is dissatisfied, 4 % of the respondent that the customer care in BSNL is
Opinion No. of respondent Percentage neutral.
Regular 30 60
Mostly 10 20
Neutral 3 6
Rarely 5 10
Irregular 2 4
Total 50 100
Table 4.10
Do you receive your bill on time
Figure no 4.10
46
Do you receive your bill on time?
percentage
Irregular; 4; 4.00%
Rarely; 10; 10.00% Regular
Neutral; 6; 6.00% Mostly
Neutral
Rarely
Mostly; 20; 20.00% Regular ; 60; 60.00% Irregular
From the above figure, it shows that, 60 % of the respondent that receives the bills on time in regular,
60 % of the respondent that receives the bills on time in regular, 20 % of the respondent that receives
the bills on time in mostly,10 % of the respondent that receives the bills on time in rarely,6 % of the
respondent that receives the bills on time in neutral,4 % of the respondent that receives the bills on
time in irregular.
Table no 4.11
47
The table showing the level of satisfaction towards the extent of free calls

Satisfied 31 62
Neutral 13 26
Dissatisfied 1 2
Figure no 4.11
The figure showing the level of satisfaction towards the extent of free calls
percentage
70
60
50
40
30
20
10
0
Hi ghl y s atsfied Satsfied Neutral Di ss atsfied Hi ghl y Di s s atsfied
From the above figure it shows that, 62 % of the respondents are satisfied towards the extent free
calls of BSNL, 26 % of the respondents are neutral towards the extent free calls of BSNL, 10 % of
the respondents are highly satisfied towards the extent free calls of BSNL, 2 % of the respondents are
dissatisfied towards the extent free calls of BSNL, 0 % of the respondents are highly dissatisfied
towards the extent free calls of BSNL
48
Table no 4.12
The table showing the level of satisfaction towards the billing system of BSNL

Satisfied 22 44
Neutral 17 34
Dissatisfied 3 6
Total 50 100
Figure no 4.12
The figure showing the level of satisfaction towards the billing system of BSNL
percentage
45
40
35
30
25
20
15
10
0
Hi ghl y s atsfied Satsfied Neutral Di s s atsfied Hi ghl y Dis s atsfied
49
From the above figure it shows that, 44 % of the respondents are satisfied towards the billing system
of
Satisfied 22 44
Neutral 17 34
Dissatisfied 3 6
Total 50 100
BSNL 34 % of the respondents are neutral towards the billing system of BSNL, 14 % of the
respondents are highly satisfied towards the billing system of BSNL, 6 % of the respondents are
dissatisfied towards the billing system of BSNL, 2 % of the respondents are highly dissatisfied
towards the billing system of BSNL.
Table 4.13
Table showing satisfaction towards the voice clarity
Figure 4.13
Figure showing satisfaction towards the voice clarity
percentage
Highly satsfied
Satsfied
Neutral
Dissatsfied
Highly Dissatsfied
50
From the above figure it shows that, 42 % of the respondents are satisfied towards the voice clarity of

Satisfied 26 52
Neutral 15 30
Dissatisfied 4 8
Total 50 100
BSNL, 30 % of the respondents are neutral towards the voice clarity of BSNL, 16 % of the
respondents are highly satisfied towards the voice clarity of BSNL, 8 % of the respondents are
dissatisfied towards the voice clarity of BSNL, 4 % of the respondents are highly dissatisfied towards
the voice clarity of BSNL.
Table 4.14
Table showing satisfaction towards the online balance enquiry
Figure 4.14
Figure showing satisfaction towards the online balance enquiry
51
percentage
60
50 52
40
30
30
20
10
10
8
0
0
Hi ghl y s atsfied Satsfied Neutra l Di s s atsfied Hi ghl y Di s s atsfied
From the above figure it shows that, 52 % of the respondents are satisfied towards the online balance
enquiry of BSNL, 30 % of the respondents are neutral towards the online balance enquiry of BSNL,
10 % of the respondents are highly satisfied towards the online balance enquiry of BSNL, 8 % of the
respondents are dissatisfied towards the online balance enquiry of BSNL, 0 % of the respondents are
highly dissatisfied towards the online balance enquiry of BSNL.
Table 4.15
The table showing how satisfied are you with the coverage of BSNL
52
Opinion No. of respondent percentage
Satisfied 15 30
Neutral 8 16
Dissatisfied 2 4
Total 50 100
Figure 4.15
The figure showing how satisfied are you with the coverage of BSNL
percentage
40
35
30
25
20
15
10
0
Hi ghl y s atsfied Satsfied Neutral Di ss atsfied Hi ghl y Di s s atsfied
Source: secondary data
From the above figure it shows that, 40 % of the respondents that the coverage of BSNL is highly
satisfied, 30 % of the respondents that the coverage of BSNL is satisfied, 16 % of the respondents
that the coverage of BSNL is neutral, 10 % of the respondents that the coverage of BSNL is highly
dissatisfied, 4 % of the respondents that the coverage of BSNL is dissatisfied.
53
Table 4.16
The table showing the percentage of customer consuming other service from BSNL

Yes 15 30
No 35 70
Total 50 100
Figure 4.16
The figure showing the percentage of customer consuming other service from BSNL
Percentage
No; 70
70
60
50
Yes ; 30
40
30
20
10
0
Yes No
Percentage
It is found that the 70 % of BSNL customers are not consuming other services from BSNL. And 30 %
of customers are consuming other services from BSNL.
54
Table 4.17
The table showing most preferred service from BSNL
Opinion NO. of respondent Percentage

Internet 20 40
Landline 19 38
Mobile 11 22
Other 0 0
Total 50 100
Figure 4.17
The figure showing most preferred service from BSNL
percentage
Internet; 40
La ndl i ne; 38
40
35
30
Mobi l e; 22
25
20
15
10
0
Internet Landl i ne Mobi l e Other; 0
Other
Source: primary sourceIt is found that 40 % of customers are preferred to the internet services from BSNL,
38 % of customers are preferred to the landline services from BSNL, 22 % of customers are preferred to the
mobile services from BSNL, 0 % of customers are preferred to the other services from B
55
Opinion No. of Respondent Percentage
Yes 36 72
No 14 28
Total 50 100
Table 4.18
The table showing call rate of BSNL is affordable or not
Figure 4.18
The figure showing call rate of BSNL is affordable or not
Percentage
Yes; 72
80
70
60
50 No; 28
40
30
20
10
0
Yes No
Percentage
From the above figure it shows that, 72% of the respondents that are affordable in call rate of BSNL,
28 % of the respondents that are not affordable in call rate of BSNL
56
Below Rs.500 18 36
Rs.500-1000 14 28
Rs.1000-1500 6 12
Rs.1500-2000 8 16
Above 2000 4 8
Total 50 100
Table 4.19
The table showing monthly average bill
Figure 4.19
The figure showing monthly average bill
percentage
40
35
30
25
20
15
10
0
Bel ow Rs.500 Rs .500-1000 Rs .1000-1500 Rs .1500-2000 Above 2000
percenta ge
Source: secondary data
From the above figure it shows that, 36 % of the respondents are opinioned that their monthly
average bill is below 500, 28 % of the respondents are opinioned that their monthly average bill is
between 500 - 1000, 12 % of the respondents are opinioned that their monthly average bill is between
57
1000 – 1500, 16 % of the respondents are opinioned that their monthly average bill is between 1500 -
Satisfied 20 40
Neutral 6 12
Dissatisfied 10 20
Total 50 100
2000, 8 % of the respondents are opinioned that their monthly average bill is above 2000.
Table 4.20
The table showing how satisfied are you with the overall services of BSNL
Figure 4.20
The figure showing how satisfied are you with the overall services of BSNL
58
percentage
40
35
30
25
20
15
10
0
Hi ghl y s atsfied Satsfied Neutral Di s s atsfied Hi ghl y Dis s atsfied
From the above figure it shows that, 40% of the respondents that the overall of BSNL is satisfied,
20% of the respondents that the overall of BSNL is dissatisfied, 16% of the respondents that the
overall of BSNL is highly dissatisfied, 12% of the respondents that the overall of BSNL is highly
satisfied, 12% of the respondents that the overall of BSNL is neutral
59
Chapter-5
FINDING, SUGGESTION AND CONCLUSION
FINDINGS
The study reveals the following findings:
1. It is observed that the customer are using the telecommunication services on the basis of its
usage
2. The majority of customer (68%) are satisfied with BSNL network
3. 60% of customer are thinking that BSNL is providing sufficient telecom facility
60
4. Around 66% are not aware of BSNL services in different field
5. Most of the customer are saying that BSNL should not provide other services
6. Most of the customers are knowing about the concession /offers /schemes etc of BSNL
through their friends and relatives.
7. 52% of customers are satisfied towards the call rate of BSNL .But 28% are neutral, 8%
are dissatisfied and 2% are highly satisfied.
8. 62% of customer are satisfied towards the extent of free calls .But 26% are neutral, 10%
are highly satisfied and 2% are dissatisfied.
9. 44% of customer are satisfied towards the billing system .But 34% are neutral, 14% are
highly satisfied and 6% are dissatisfied.
10. 42% of customer are satisfied towards the voice clarity .But 30% are neutral, 16% are
highly satisfied and 8% are dissatisfied.
11. 52% of customer are satisfied towards the online balance enquiry. But 30% are neutral,
10% are highly satisfied and 8% are dissatisfied.
12. 70% of customer are not consuming any other services from BSNL.
13. 40% of customer are likes Internet, 38% likes mobile services .
14. 72% of customer are affordable to BSNL .
SUGGESTION
On the basis of above findings the following suggestion are made:-
 BSNL should provide awareness of the BSNL services in different fields.
61
 BSNL should makes some efforts to maintain good relationship with customer through
proper communication aids which includes customer care executives, telephonic
communication , advertisement etc .
 BSNL should take necessary action for the purpose of increasing the customer for the other
services of BSNL except voice call and internet only.
 It suitable to open new office or customer care centers in rural areas as the no. of customer
from a specified area.
 The company should have to take some measures for increasing services like online
payment system , range facilities ,more offers to customers in data services and clarity in
communication.
62
CONCLUSION
From this study it is clearly helps to understand that the customer satisfaction of BSNL landline
and mobile services. And it is also helpful to know about that awareness of BSNL services in
different fields.
It is clear that BSNL is a best service provider in telecom services. BSNL provides world class
state-of-art technology telecom services to its customers on demand. We can state that BSNL is the
most customer satisfying telecommunication. The service provided by the BSNL has become
unavoidable Telecom services in INDIA. A wide choice of services provided by the BSNL has
become one of the most preferable networks.
Majority of the customers are satisfied with BSNL landline and mobile services but most
of the customers are not aware of the offers and services provided by BSNL. This is because of the
absence of BSNL advertisement and customer care centers insufficient areas.
The present study reveals that BSNL network is highly beneficial for the customers but it
have to open more customers care centers and also the make sure that the customers are aware of the
offer and services. BSNL should provide other services than the internet and voice call etc…
63
BIBLIOGRAPHY
Books
 Robert woodruff(1996) “know your customer”

 Michael D Johnson(2000)”improving customer satisfaction,loyalty and profit”
 David Tse (2005)”Fundamentals of wireless communication”
 Behrouz A Forouzan “Data communication and network”
 Nigel hill,John Brierley,Rob Mac Dougall(2003)”How to measure customer satisfaction”
Journals
 BSNL Schemes for landline customers
 Journal of telecommunication-volume 35issue 1 Nov 2016
Newspapers
 Business standards
 The economic times
 Financial chronicle
 Financial express
 Mathrubhumi
 Malayalamanorama
Websites
 www.bsnl.co.in
 www.bsnl.custcarecenter
 http://en,m.wikipedia.org/wiki/
 http://google.co.in
 www.managementparadise.com
64
APPENDIX
65
A Study on customer satisfaction for BSNL landline
and mobile service.
QUESTIONNAIRE
A.PERSONAL INFORMATION
Name : ……………………
1. Gender : Male Female
2. Age :
3. Education Qualification: Up to H.S.E
Degree/ Diploma
P.G Degree
Professional Degree
4. Job : a) Self Employed b) Student
c) Retired d) Government
Employee
e) No job
5. Area of Residence : Village Town City
B. DETAILS OF YOUR LANDLINE CONNECTION
6. How much you using telecommunication service?
a) Depends on usage c) Frequently
66
b) Only for emergency d) Office use
7. For how long do you have been using the BSNL landline connection?
a) Below 6 months b)2-4 Years
b) 6 months-2 years d)4-6 years
e) 6 & above
8. Are you satisfied with BSNL network?
a) Yes b) No
9. Do you think telecom facility that BSNL providing is sufficient?
a) Yes b) No
10. Is there any BSNL office or exchange near your home?
a) Yes b) No
11. Are you aware of the BSNL service in different field?
a) Yes b) No
12. Any other services / facility BSNL should provide?
a) Yes b) No
If yes: ………………………………………………………………..
13. How do you know about the concession /offers /schemes of BSNL ?
a) Through the BSNL office c) Through my Friends/relatives
b) Through the Advertisments d) Any other
C. LEVELS OF SATISFACTION
14. Satisfaction towards the call Rate
67
a) Highly satisfied b) Satisfied
c) Neutral d) Dissatisfied
e) Highly dissatisfied
15. How do you feel about the customer care in BSNL?
e) Highly Dissatisfied
16. Do you receive your bill on time?
a) Regular b) Mostly
c) Neutral d) Rarely
e) Irregular
17. Satisfaction towards the extent of free calls
18. Satisfaction towards the billing system
19. Satisfaction towards the voice clarity
68
e) Highly Dissatisfied
20. Satisfaction towards the online balance enquiry
21. How satisfied are you with the coverage of BSNL?
e) Highly satisfied
22. Are you consuming any other services from BSNL?
a) Yes b) No
23. Which service from BSNL do you like most?
a) Internet b) Landline
c) Mobile d) other
24. Any other suggestion for improving services of BSNL?
………………………………………………………………………..
25. Would you think the call rate of BSNL is affordable?
a) Yes b) No
26. What is your monthly average bill?
69
a) Below Rs.500 b) Rs.500-1000
c) Rs.1000- 1500 d) Rs.1500 -2000
e) Above 2000
27. How satisfied are you with the overall services of BSNL?
70

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CHAPTER 1

1.3 STATEMENT OF PROBLEM

1.4 NEEDS AND SIGNIFICANTS OF THE STUDY

In customer satisfaction research we seek the views of respondents on a variety of issues

1.5 Objectives of study

The main objective of the study is:

 To analyze the satisfactory level of the customer towards BSNL

 To understand the demands and wants of customers

Research methodology is a way to systematically solve a problem. It can be understood as a science of

DATA COLLECTION INSTRUMENTS

SAMPLING AREA : BSNL Exchange Sooranad.

PERIOD OF STUDY : 4 Month

There are two types of data:

1.7 LIMITATIONS OF THE STUDY

 Study has been conducted in few areas of Sooranad

1.8 CHAPTER SCHEME

CHAPTER 1: GENERAL INTRODUCTION

CHAPTER 2: INDUSTRY PROFILE

CHAPTER 3: COMPANY PROFILE

CHAPTER 4: DATA ANALYSIS AND INTERPRETATION

CHAPTER 5: FINDINGS, SUGGESTIONS AND CONCLUSION

EVALUATION OF INDUSTRY AND MILESTONE

1883 Merger with the postal system

1923 Formation of India Radio Telegraph Company (IRT)

1947 Nationalization of all foreign telecommunication companies to form the posts,

1997 Telecom Regularly Authority of India created

2000 DoT become a corporation, BSNL

2.2WIRELESS SERVICES IN INDIA

2.3BSNL IS POSITIONING IN TELECOM INDUSTRY

2.4INTRODUCTION OF THE TELEPHONE:

When we talk about customer satisfaction, we talk about creativity

2.6Why customer satisfaction is important?

2.7Customer satisfaction in 7 steps

Feel valued, wanted and loved:-

2.7.1. Encourage Face-to-Face Dealings:

2.7.2 Respond to Message Promptly & Keep Clients Informed:

2.7.3. Be Friendly and Approachable:

2.7.4. Have a Clearly-Defined Customer Service Policy:

2.7.7. Honor Your Promises:

3.2Major milestones in the history of BSNL

Be the leading telecom service provider in India with global presence.

 Becoming the most trusted, preferred and admired telecom brand

In September 2018, The Department of Telecommunication (DoT) approved BSNL’s

3.7 BHARATH SANCHAR NIGAM LIMITED

3.8 Administrative units

5G will enable tremendous opportunities

1. Tatkal Scheme New connections are provided within 15 days.

Own Your This is open to all. A nominal advance OYT

Non-OYT General This scheme is open to all.

Non-OYT Special Doctors, Advocates, Judicial Officers, Qualified

Non-OYT Swatantrata Freedom Fighters & Spouse of Freedom

Non-OYT-G-SE-DOT Employees of DoT and BSNL are eligible for

BSNL Sulabh Under this scheme ‘B-fone’ with only incoming

B-fone for Internet 2nd ‘b-fone’ connection at concessional rate

3.22 Temporary Connections

3.23 Casual Connections

3.25 THE MARKETING STRATEGIES OF BSNL

And the vision of BSNL is:-

In dynamic environment, anything permanent is “CHANGE”. So we must

3.26 MAJOR PROBLEMS OF BSNL

3.27 THE COMPETITORS OF BSNL

3.28 FUTURE PROSPECTS OF BSNL

Opinion NO. of respondent percentage