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A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.L LANDLINE AND MOBILE SERVICES

A report submitted to DCRUST , MURTHAL

Submitted to: DUCRST, MURTHAL

Submitted by: NAME: ASHISH KUMAR ROLL NO: 9092903 DEPT: MBA(ITM) GUIDER NAME: Dr. Deepak Verma

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ACKNOWLEDGEMENT

Concentration, dedication and application are necessary but not sufficient to achieve any goal. Therefore, it is our pleasant duty to offer our service of acknowledgement to those honourable personalities of the department who helped me to follow the path to success for the completion of this project.

It was indeed an opportunity for me to be a part of

BHARAT SANCHARNIGAM LTD, SONEPAT for my RESEARCH PROJECT internship, as a partial fulfilment of two year degree course of Master of Business Administration.

It is a great pleasure to extent my

heartful thanks to Mr N.Narjinary (t.d.m), D.k.roy(s.d.e),

Mr Nitish

barman(marketting officer) , Mr Arvind kumar(j.t.o) of B.S.N.L under whose guidance I have completed my project.

ASHISH KUMAR

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DECLARETION

I hereby certify that the work which is being presented in the project entitled, “A study on customer satisfaction for BSNL LANDLINE and MOBILE services in SONEPAT.” in partial fulfilment of the requirements for the award degree of M.B.A for DCRUST (MURTHAL), is an authentic record of my own work. The matter presented in this Research Project Report has not been submitted by me for the award of any other degree of this or any other University.

DATE:

ASHISH KUMAR

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Executive summery(1) The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. BSNL has good brand awareness among the people. This could be attributed to its long history in the market and continued support from the Government. In today’s competitive world, BSNL has to provide excellent services to attain a major market share and keep their Customers satisfied in all aspects.

This

research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way.

This

research was conducted from january2011 to march2011. The researcher has done an internship project at BSNL, SONEPAT in pursuance of determining the LANDLINE AND MOBILE SERVICE for BSNL and then the customers feedback on the various SERVICE. The samples of 100 respondents from among the universe of BSNL users at SONEPAT,KUNDLI were selected at random to conduct the study. The BSNL staffs who were contacted to learn about the various BSNL packages and policies were also the primary source of data.

Questionnaire was

designed after a pre-survey interview covering all the aspects of BSNL services. Data analysis and interpretation was done using the collected data with necessary tools including percentage analysis, five point scale was used to grade the opinion of the respondents regarding the various variables used, soft wares like SPSS were also used to enable efficient analysis of data. The researcher strongly believes that this study would be helpful to the BSNL Management in knowing about the Customers Satisfaction, Customer Perception, Customer Preferences, and service requirements and

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about the other competitors status in the market thereby helping them in improve their quality of Services offered.

Executive Summery (2). OBJECTIVES: 1: Which telecom connection does the consumer uses. 2: Whether the consumer are satisfied with BSNL network. 3: Amount of BSNL internet user. 4: Customer awareness about BSNL various Landline & Mobile services. 5: Other facility BSNL should introduce or not.

LIMITATION: 1: We have collect only 200 samples due to shortage of time. 2: Survey is done only in SONEPAT district. 3: Some samples did not give response. 4: Some might have given wrong information. 5: Sample result may not resemble with population.

Conclusion: 1:Overall conclusion are 50% of respondent are BSNL customer out of 100 sample. 2:41.66% of total respondent are satisfied with it. 3:66.66% of total respondent prefers BSNL P.C.O.

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4:75% of total respondent are BSNL net users. 5:54.16% are aware of various BSNL services. 6:70% of total respondent opt for more facilities in BSNL.

(INTRODUCTION) Bharat Sanchar Nigam Limited (known as BSNL, India Communications Corporation Limited) is a public sector telecommunication company in India. Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wire line, 3G, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages. It is India's largest telecommunication company with 24% market share as on March 31, 2011. Its headquarters are at Bharat Sanchar Bhawan, Near post office, sonepat BSNL is India's oldest and largest Communication Service Provider (CSP). Currently has a customer base of 73 million as of June 2008. It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL. To look for details and to collect data for my project I worked in B.S.N.L Office to gather full information about the system and working of

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whole region and found out the facts about various processes adopted by reliance to pay its advisors and the time period taken for this study are 2 months.

PROFILE COMPANY NAME: Bharat Sanchar Nigam Ltd. HEADQUARTERS : Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi OFFICE IN sonepat. FOUNDED: 19th century, incorporated 2000 OWNER : Government of India

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Interesting Facts: There are 2 million BSNL mobile and landline connections in rural India (a record, no other connection is as famous as bsnl in rural areas) BSNL is the 1st company to introduce 3G in INDIA. BSNL supplies phone lines to all other network such as Airtel,Vodafone etc. Largest pan India coverage-over 11000 towns & 3 lakh Villages. India’s No. 1 wireless service provider with more than 50 Million customers. An incredible speed of 2mbps is only offered by BSNL The only Mobile service available through out the country including Jammu and Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, Mizoram etc.

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NEED OF THE STUDY  Customer satisfaction is must to understand the likes and dislikes of the customers regarding service..  To know whether customer receive the service on time, and is it full filling their needs to the desired levels.  This would help to plan for the better channel and improve CRM activities which assure the customer to be satisfied.

SCOPE OF STUDY  The study helps to understand whether the customer is satisfied or dissatisfied.  To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy.  To channel the distribution which will enable to reach the customer and communicate.  This will ultimately lead to customer satisfaction.

Statement of problem A study has been conducted in order to understand the customer opinion and satisfaction level of various landlines and mobile services in sonepat , research titled “A STUDY ON CUSTOMER SATISFACTION FOR LANDLINE AND MOBILE BSNL SERVICES ” has been conducted.

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Importance of study In this competitive arena communication plays a vital role so the telecom industries are the major source for communication. BSNL, being a public sector obviously have to compete with various players like Airtel , Hutch , Reliance , Tata indicom etc. with their stringent rules and regulations guided by TRAI. Hence in order to understand about the customer’s requirement their likes and dislikes preference is sine-quo-non for BSNL.

Objectives OF THE STUDY  To ascertain customer preferences of landline and mobile services.  To ascertain the customer satisfaction level for mobile services as well as landline services.  To analyze the customer opinion and satisfaction with specific reference to BSNL.  To suggest some guidelines to BSNL in order to provide better focused service.

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 Data source In this study primary data and secondary data have been used. Secondary data have been collected from internet.  Research Approach Primary data have been collected through surveys. Data collection has been done through the use of structured questionnaire  Sampling  Convenient sampling method has been adopted for this study.  Researcher has taken samples from SONEPAT.  The researcher has chosen 100 samples from SONEPAT,KUNDLI

 The researcher had prepared questionnaire to elicit responses for the following

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 The researcher had prepared questionnaire to elicit responses for the following areas  Location  Age  Occupation  Monthly income  Mobile user  Mobile service usage

RESEARCH METHODOLOGY Introduction: Every business works on an explicit or implicit ‘business plan’, which comprises of both the corporate and the competitive strategies of the firm. To implement the above two strategies, there are functional areas, which have their own strategies and plan. The major functional areas of business are marketing, production, finance and human resources management. Marketing research plays an important role in deciding on the market strategy by providing information necessary for choosing an appropriate

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strategy. This could be termed as marketing research at the strategic level of marketing. Clearly marketing research is a search for answers to some questions, which if answered would lead the company to make critical marketing decisions on an strategic and tactical level. It was a research conducted by me on the topic “A study on customer satisfaction for BSNL mobile and landline services in sonipat area” in which I tried to find out that if the customer of BSNL are satisfied with its services.

Research Objective: The research objective is to determine “ The customer satisfaction for BSNL landline and mobile services in sonipat area ” Sometimes the research objective is also called research problem. Broadly these two terms can be used interchangeably. Whatever the terminology used, the research should end up with useful information that enables a marketing manager to make a better decision. The main objectives of the research conducted are:  To ascertain customer preferences of landline and mobile services  To ascertain the customer satisfaction level for mobile services as well as landline services

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 To analyze the customer opinion and satisfaction with specific reference to BSNL  To suggest some guidelines to BSNL in order to provide better focused service

Scope of research:  The study helps to understand whether the customer is satisfied or dissatisfied with the landline and mobile services of BSNL.  To find the various factors that causes the dissatisfaction to the customer and overcome those by a better strategy  To channel the distribution which will enable to reach the customer.  This will ultimately lead to customer satisfaction  To find out the actual reason behind the fact that, why such a big company like BSNL is incurring loss.  To find out the exact reason behind the shrinking customer base.  This study will help BSNL to understand where they in terms of market share, preferences of customer and in terms of revenue generated.

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 The study will be like an eye opener for the BSNL’s top marketing officials. Limitations of research: The research had to be conducted within some of the places of sonipat and Kundli and the report had to be made on basis of the findings which could well be in little differences from the facts and figures from all over India. There were some questions which the BSNL officials were not ready to answer, like for example the exact figures of revenue generated, exact reasons behind losing market share etc. The shortage of time was also a big factor that prevented us from conducting a very detailed research.

Methodology of research: Sources of data: There are two types of data  Primary data:

The primary data are collected by the survey

conducted by the questionnaire prepared by me. The surveys were even conducted by telephone, by mail.  Secondary data: The secondary data are of two types internal and external. Internal records of the company are used as the point of the marketing research. This includes information about the product being researched, it’s history, company’s background, market share, and competitors information.

These types of informations

were

collected from the marketing department, sales department and corporate cell for marketing intelligence in the company.

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External secondary data contains information available from public sources such as business newspapers, business magazines. A prominent source of data is the CMIE or the Centre for Monitoring Indian Economy, which publishes monthly reports on various aspects of Indian economy and Industry. Sample size: A sample size of 100 people was taken by me to do the survey. Below is the illustration of the total sample space taken. Total people: 100 Young people(18yrs to Middle aged(25yrs to 25yrs) 45yrs)

Middle and old(above 45 yrs)

90

35

75

Method of collection of data:  Survey: This technique of data collection has already been discussed about above in the report. It was conducted in person that is by meeting the person personally, over telephone, and even my mail. The main disadvantage of conducting surveys over telephone or mail is that the facial expression, body language of the respondent can’t be observed. Moreover the level of reliability on the results of such surveys are very less and are prone to incorrect results. So approximately 80% of the surveys conducted were by meeting persons personally.

The

questionnaire used for the survey is in the Annexure part of the report. The field work was done by me at different places like homes, offices, shops, etc. The surveys were done in the office time, so that it is possible to meet every one. 

Observation:

Observation is a technique where the consumers

behaviour is recorded, usually without his/ her knowledge.

So

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according to the definition it is clear that in this technique of data collection they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel , Vodaphone, TATA, RCOM, etc.

Instruments used: The instruments used for the survey are the questionnaires, the mail id, for the graphical analysis I used the excel sheet, laptop for typing purpose. Tools and Techniques used: There different tools and techniques used for the survey are as follows: ďƒ˜ Survey: This technique of data collection has already been discussed about above in the report. It was conducted in person that is by meeting the person personally, over telephone, and even my mail. The main disadvantage of conducting surveys over telephone or mail is that the facial expression, body language of the respondent can’t be observed. Moreover the level of reliability on the results of such surveys are very less and are prone to incorrect results.

So

approximately 80% of the surveys conducted were by meeting persons personally. The questionnaire used for the survey is in the Annexure part of the report.

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The field work was done by me at different places like homes, offices, shops, dealerships, franchises, etc. The surveys were done in the office time, so that it is possible to meet every one.  Observation: Observation is a technique where the consumers behaviour is recorded, usually without his/ her knowledge. So according to the definition it is clear that in this technique of data collection we basically observed which brand the customers are preferring more either they are more inclined towards BSNL or any other like the main competitors of BSNL like the bharti Airtel

 Qualitative technique:

This technique included word association

where the respondent was asked for a word that comes to his / her mind after thinking of the brand BSNL.  Experimentation:

In this I measured the effect of one or more

variables by changing the level of some variables, and measuring the effects.

:

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Limitations of the study  Study has been conducted only in few areas of sonipat and kundli.  For few questions researcher was not able to get proper response which are as follows : Time was not sufficient to conduct detailed study.  For few questions researcher was not able to get proper response which are as follows: i. Chances of Switching. ii. Reason for Switching. iii. Monthly Income.

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Conclusion: To conclude the research I would say that the research was done with great effort and by using different techniques like personally interviewing the customers, observing the trend of the of the customers to find out about the customer satisfaction for the BSNL service in sonipat . The research will provide the BSNL officials about the state of satisfaction in the customers mind about their services, like BSNL Broadband, BSNL 3G.

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LITERATURE REVIEW The Background: The foundation of Telecom Network in India was laid by the British sometime in 19th century. The history of BSNL is linked with the beginning of Telecom in India. In 19th century and for almost entire 20th century, the Telecom in India was operated as a Government of India wing

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Earlier it was part of erstwhile Post & Telegraph Department (P&T). In 1975 the Department of Telecom (DoT) was separated from P&T. DoT was responsible for running of Telecom services in entire country until 1985 when Mahan agar Telephone Nigam Limited (MTNL) was carved out of Dot to run the telecom services of Delhi and Mumbai. It is a well known fact that BSNL was carved out of Department of Telecom to provide level playing field to private telecoms. Subsequently in 1990s the telecom sector was opened up by the Government for Private investment, therefore it became necessary to separate the Government's policy wing from Operations wing. The Government of India corporatized the operations wing of Dot on October 01, 2000 and named it as Bharat Sanchar Nigam Limited (BSNL).BSNL operates as a public sector

VISION, MISSION AND OBJECTIVE VISION: To become the largest telecom service provider in Asia.

MISSION:

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To provide world class state-of-art technology telecom services to its customers on demand at competitive prices.

To provide world class

telecom infrastructure in its areas of operation and to contribute to the country’s economy.

Objectives:  To be a lead Telecom services provider.  Build customers confidence through quality and reliable services.  Provide bandwidth on demand.  Contribute towards: o National plan target of 10 crore subscriber base for the country by 2010 o Broadband customers base of 20 million in the country by 2010 o Telephone in all villages. .

THE BSNL SERVICES • BSNL LANDLINE • PHONE PLUS SERVICE • NEW TELEPHONE CONNECTION • PERMANENT CONNECTION • CONCESSION IN RENTALS • SHIFT OF TELEPHONE • TRANSFER OF TELEPHONE • TELEPHONE TARIFF • BSNL MOBILE 24 | P a g e


• POSTPAID • PREPAID • UNIFIED MESSAGING • GPRS/WAP/MMS • DEMOs • TARIFF • SMS & BULK SMS

• BSNL WLL • INTERNET SERVICES • NETWORK • BROADBAND • TYPES OF ACCESS • WI-FI • CO-LOCATION SERVICE • BSNL WEB HOSTING • INTERNET TARIFF • DIAL UP INTERNET • SMS& BULK SMS • BSNL BROADBAND • REGISTER ONLINE • TARIFF • FAQ • CHECK USAGE • BSNL MPLS-VPN • ISDN • ISDN • TARIFF • LEASED LINE • LEASED LINE • TARIFF • INTELLIGENT NETWORK • FREE PHONE SERVICE • PREMIUM RATE SERVICE • INDIA TELEPHONE CARD • VIRTUAL PRIVATE NETWORK (VPN) • VOICE VPN • UNIVERSAL NUMBER • UNIVERSAL PERSONAL NUMBER • TELE VOTING 25 | P a g e


• VIDEO CONFERENCING • OVERVIEW • TARIFF • FAQ • AUDIO CONFERENCING • OVERVIEW • TARIFF • FAQ • I NET • OVERVIEW • SERVICES ON I NET • USING ON I NET • I NET CONNECTIONS • TARIFF

• TELEX/ TELEGRAPH • TELEX/ TELEGRAPH • TARIFF • EPABX • EPABX • FREE EPABX • TARIFF • CENTREX • CENTREX TARIFF • HVNET • RABMN • INMARSAT • KU-BAND • TRANSPONDER •

3G SERVICES •

POSTPAID

PREPAID

TARIFF 3G DATA

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DATA COMMUNICATION •

RABMN

INMARSAT

HELP DESK

DSPT SERVICE

GLOBAL CONFERENCING

HELP DESK

ABOUT BSNL

BSNL sonipat is a district part of haryana telecom circles which serves the state of sonipat with the coverage area of 46552 sq.km . FOLLOWING ARE THE MAIN PRODUCT AND SERVICE OF THE BSNL SONIPAT .

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1: Data one:SONIPAT

This is attracting the customers of all the districts under

. All the main and subdivisiniol towers are connected in the

network. 2:ISDN:- ISDN is available across the area Following services are offered by ISDN lines

(a). ISDN dialup internet access. (b). Backup to leased lines. (c). Video conferencing. (d). High speed data transfer.

3:India Telephone Card:- It is a prepaid card service accessible from all BSNL land lines wireless in local loop (WLL) and cellular connections .ITCs of various types are available at franchises , sub franchises , stores throughout the service area.

4:Televoting service:- It is post paid in service service accessible from BSNL land line phones . This service is lucrative for companies conducting option based voting across any geographic boundary giving maximum coverage.

5:Free phone service:- It is a post paid in service accessible from all BSNL land line phones . This service suits the requirement of companies for allowing tool free enquiry by the intruded customers.

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6:VAN service:- It is a post paid in service accessible from all BNL land lines. This service suits the requirements of professionals like doctors, consultants , service executives . This enables them to get all their all calls by suitable programming in their service profile by attiring their phone numbers.

7:VPN service:- It suits the corporate houses to reach their personals by dialling the VPN numbers instead of individual landline or mobile number.

8:Landline service:-

Through managed leased line network

(MLLN) system across the wide covering all district head quarters , important towers and below that on the OFD network. Availability of service platform like MPLS-VPL bring the growth of IT and IT based industries .

FIGURE- 1.1

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Here is an overview of the World Class services offered by the BSNL

The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs.250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name BSNL BROADBAND includes Internet dial up/ Leased line access, CLI based access (no account is required) and DIAS service, for web

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browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no ‘172233’, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL also offers Web hosting and colocation services at very cheap rates. ISDN Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing. Intelligent Network Intelligent Network Service (In Service) 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 Rae Service [PRM]  Universal Access Number [UAN] and more

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Inet India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN)Connection and frame relay services. Leased Line BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs). Cellular Mobile Service BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. Cellone provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use Cellone in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. Cellone offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).

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WLL This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange.  Countrywide WLL is being offered in areas that are non-feasible for the normal network.  Helping relieve congestion of connections in the normal cable/wire based network in urban areas.  Connecting the remote and scattered rural areas.  Limited mobility without any air-time charge

News:GSM Hardware Tender:BSNL has trimmed down its 60 million GSM tender by 50% , where as main bidder Ericsson has picked up its share of Order ,the second bidder NSN has not accepted order so far. BSNL Brands In year, 2010, BSNL changed the name of all its existing services to streamline its Brand Portfolio SERVICE TYPE

OLD NAME

Landline

[Wired] Bfone

phones CDMA

Wireless Tarang

NEW NAME BSNL Landline BSNL WLL

landlines/mobiles GSM Postpaid Mobiles

Cell One

BSNL mobile Postpaid

Dial –Up Internet

Sancharnet

BSNL internet

Broadband Internet

Dataone

BSNL Broadband

BSNL

offers

free

insurance

coverage

for

customers :-In the first move of its kind in the Telecom sector in India ,

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BSNL offers free Insurance coverage for its subscribers in case of Accidental Death  Permanent total disability due to accident

The Insurance coverage scheme will be applicable for its subscribers of landline including WLL & post-paid cellular services. The customers will be covered by Bajaj Allianz insurance co. Ltd.  The capital sum insured per connection is Rs. 50,000  The period of insurance will be initially for 1 year from 14 January 2008. TELEPHONE BSNL Landlines Total

number

of

as on 31/5/2009

3,31,49,457

as on 31/5/2009

35,99,544

as on 31/5/2009

5,53,484

as on 31/5/2009

20,82,824

connections WLL Total

number

of

connections Village

Public

Telephones Total

Number

of

connections Public

Telephone as on 31/5/2009

[Local,

32,011

STD&

Highway] Total

number

of

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connection STD Stations Number of STD stations

Transmission Systems as on 31/3/2009 Transmission systems DIGITAL Route (Kms) Microwave

Route(Kms) 5340

Coaxial

6,024

UHF

45,130

Optical Fiber

5,37,727

Satellite based Services MCPC-VSATS IDR Systems (2 Mb/8Mb)

95 98/23

Mobile Services Total number of connections 2,84,23 ,283 District Headquarters Covered 608 Total Number of villages Covered

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19,81,418 National Highway covered (Km) 51,366 State Highway Covered (Km) 55,300 Railway route Covered (Km) 28,658

Some of the B.S.N.L Broadband advertisement:

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Fig: 1 (Source: B.S.N.L official site)

Fig: 2 (Source: B.S.N.L official site)

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use of boll wood stars by B.S.N.L

BSNL Broadband Ratio is 1:25)

Tariff

(Max.

Contention

Post Paid Broadband Tariff Promotional Schemes and Offers • Extension of Promotional scheme allowing “15 days Unlimited Free Download” to the •

New customers Registering up to 15.04.2010. Promotional scheme to offer double Bandwidth Speed

Special Relief Scheme SAMADHAAN (Now Extended up to 30th June 2010)

INITIAL AND OTHER CHARGES LIMITED USAGE PLANS ( Both for Home & Business Users ) • BB Standalone • BB COMBO Plans • BB HIGH SPEED Plans

Plans

UNLIMITED USAGE PLANS • BB Plans • Standalone BB Plans for both for

Home

Users only

Home & Business Users

Combo BB Plans for

both

Home

&

Business Users

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Limited /Unlimited BB Plans for Common Service Centres (CSC's) Rural USOF BB Plans (Limited /Unlimited) for Rural Home & All

Rural OLD BB PLANS FOR WHICH NO FRESH REGISTRATION

• •

W.E.F. 01.04.2010 Temporary Broadband Connection Special BB Plan for Educational Institutes in Rural areas

Note: The elaboration for the following abbreviations used in this circular is as follows: G/Home/CSC; FN; Rural ; USOF; Super; Speed; Combo; UL/ULF; FMC; E/P/CS G/ Home/ CSC refers to the applicability of the plans to the user segment. FN Rural

G-> General in case night unlimited (02:00 hrs to 08:00 Hrs) is free in case the plan is rural plan

USOF Super Speed Combo UL ULF

in case the plan is USOF Plan refers to high speed 16/24 Mbps Plan Refers to 8/16/24 Mbps Plan in case the plan is a combo plan inclusive of landline rental Unlimited Unlimited usage with fair usage (except rural USOF and

FMC E/P/CS

CSC plans) represents the fixed monthly charges represents whether the plan is a special plan for enterprise, promotional plan or Circle specific plan

& Terms and conditions :

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Security deposit and installation charges for Landline telephone shall be taken from new customers as applicable for Local/STD/ISD.

No security deposit for BroadBand Connections up to Plan 500 and for CICs on bulk connections (>25) subject to an undertaking by CIC.

Security Deposit & Fixed Monthly Charges for the Modem will be as per the existing instructions.

Minimum Hire period for all Broadband plans will be one month. In case of surrender of Broadband Connection after one month, the charges shall be recovered on pro-rata basis.

In case of premature surrender of Broadband Annual plan option, the charges shall be adjusted on pro-rata basis taking the disconnected FMC rate. In addition one month full FMC shall be levied as early termination charges hence forth.

In case a subscriber joins/ leaves in the middle of a month, the fixed monthly charges for unlimited Broadband Plans shall be calculated on proportionate

basis that is actual number of days of connection working subject to the commitment of minimum period of hire.

The customer will have choice to select the modem type of his choice but subject to availability. 43 | P a g e


For the customers, who have either procured the modem or have taken the modem under the committed period plan, the modem charges shall not be applicable.

For the broadband plans, where free modem is offered to the customer, will be subject to that the customer commits for a period of 12 months and pays the necessary charges in advance. In this case, the modem shall be the property of the customer and will not be required to return in case of surrender.

Home plan can be taken on Bfones in name of Government/company but actually working at residences of their employees.

An

undertaking shall have to be given by the customer in this regard. •

Subscribers having telephones in the name of Company, firms, shops, educational institutes or any other commercial entity can take only Business Plan. They are not eligible for Home Unlimited Plans.

The tariffs of all the Broadband plans mentioned above are in addition to the normal Monthly charges/ usage charges of the Bfone except combo plans.

20% discount on Broadband services (usage and Rental) to Government Employees (Central Government/ State Government/ PSUs) and to Visually Impaired customers of both existing / new connection.

The rebate in Fixed Monthly charges will be granted on proportionate basis if the Broadband services remain interrupted /faulty for continuous more than 3 days.

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For all the plans, Dynamic IP addresses only will be given. In case, where the provision of static IP address has been made, one additional static IP address can also be offered @ Rs. 1500/- per annum.

For Broadband plans where bandwidth is 1Mbps or more, the uplinking will be maximum up to 768 kbps.

Billing for the service will be included in the normal B-fone (Landline Phone) bill. The billing cycle shall be same as B-fone billing cycle. Monthly rental will be collected in advance and usages charges will be in arrears.

The tariffs mentioned above are exclusive of service tax.

All others terms and conditions will remain same as issued earlier from time to time.

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Pre Paid Broadband Tariff:

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Initial charges at the time of application: Particulars Installation

Amount of Rs. Rs. 250/-*

Charges Modern charges

for

Type-B1/B2 Type-W2

Rs. 1000/-** Rs. 1000/-**

outright purchase

* Service Tax extra, ** Sales Tax and other Govt. levies extra Note: The Customer desirous of taking Prepaid BB service of BSNL has necessarily to be Landline customer of BSNL. Installation charges and Modem charges shall be collected in advance through Demand Note through the local commercial system at the time of application for Prepaid BB connection. In case of customer having his/her own modem, only Installation charges shall be collected in advance through Demand Note through the local commercial system at the time of application for Prepaid BB connections. Creation of Prepaid broad account: The creation of Prepaid BB account will be free of any charges and the account will be created with complementary balance of 50 MB in any Plan and with validity of 15 days from the date of creation. Plan vouchers available to the customers: To continue the Prepaid Broadband account after its creation, the customer has to recharge his account by any of the following Limited plan vouchers as per his/her choice. Limited download/upload plan vouchers ( up to 2 Mbps ): Sl

Vouc

M

Servi Administr

Usage

Rate

Valid Grace

Grace

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N

her

RP

ce

ative

Amount

Per

ity

period

period

o.

Type

(Rs

Tax

Charges(

(Rs)

MB(In

(Day

(in

(in

)

10.30 Rs)

Rs)

s)

days)*

days)**

GP-I

GP-II

% 1

BB

50

4.67

15

30.33

7

15

75

2

RL 50 BB

100

9.34

20

70.66

15

15

75

RL 3

100 BB

0.06 250

23.35

25

201.65

30

15

75

500

46.69

50

403.31

45

15

75

750

70.04

0

679.96

60

15

75

RL 4

250 BB RL

5

500 BB RL

6

7

8

9

750 BB

0.40 120

112.0

RL

0

6

1200 BB

160

149.4

RL

0

1

1600 BB

200

186.7

RL

0

6

2000 BB

500

466.9

RL

0

1

0

1087.94

75

15

75

0

1450.59

90

15

75

0

1813.24

120

15

75

0

4533.09

210

15

75

0.30

5000

Source: B.S.N.L Franchise’s office (SONIPAT) For limited Plans, balance usage value if any available will be carried forward, in case of recharge within the Grace Period *GP-I (i.e. 15 days). Beyond 15 days (*GP-I), balance usage value if any available will not be carried forward, but the customer can recharge his account up to another 75 days (**GP-II). After expiry of the additional grace period of 75 days (**GP-II), the account of the customer shall be deleted from the system.

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Validity vouchers of limited plans: Sl. No.

Voucher

MRP

Usage

Service

Type

including

Amount

Tax

service tax

Validity in @ days

(for

10.30%

accounts)

@ 10.30% 1

(in Rs) BB Validity 100

NIL

9.34

30

2

100 BB Validity 150

NIL

14.00

45

3

150 BB Validity 250

NIL

23.35

60

250

Source: B.S.N.L Franchise’s office (SONIPAT) Top Up vouchers for limited plans: Sl. No.

Voucher Type

MRP

Service

Tax Usage

including

@ 10.30%

Amount

service tax @ 10.30%(in Rs) 1

BB Top Up 100

9.34

90.66

2

100 BB Top Up 200

18.68

181.32

3

200 BB Top Up 500

46.69

453.31

500 Source: B.S.N.L Franchise’s office (SONIPAT: Particulars Home HO WI

Bandwidth

HO WI

Business BU WI BU WI

BU WI

BU WI

1000

1800

4400

8000

12000

20000

256 Kbps

512 Kbps

256 Kbps

512 Kbps

1024

2048

MU

Kbps MU

Kbps MU

Single/ Multi SU

SU

MU

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user (SU/MU) One time 750

750

750

750

750

750

1000

1800

4400

8000

12000

20000

10000

18000

44000

80000

120000

200000

2/5 MB

2/5 MB

2/5 MB

4/5

4/5 MB

Installation Charges (Rs.)* Fixed Monthly Charges* (Rs.) Discounted Annual Payment Option (Rs.)* Free Email 2/5 MB

MB

IDs/ Space (Per ID) Dl/UL

email limit Unlimited

per month Security

One month’s Fixed Monthly Charges

Deposit

Source: B.S.N.L Franchise’s office (SONIPAT)

1. Initial SIM & Activation Charges for both Voice and Data plans under 3G postpaid and prepaid service:

Sl. 1 2 3 4 5 6

Particulars SIM & Activation Starter pack with SIM in Rs. (Incl. of S. Tax ) Service Tax @ 10.30% in Rs. Usage Value with SIM in Rs. Validity in days Migration charges from 2G to 3G and vice versa in Rs.

Tariff 59 5.51 0 7 Nil

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7

New USIM price in case of Migration from 2G to 3G in Rs.

59

Note:2. General Terms and conditions:• In case of migration from 2G to 3G, the customer may continue with the existing 2G SIM without any charge or may opt for a new 3G USIM with higher memory for Rs.59. • In case of migration from 2G prepaid to 3G prepaid, the unutilized account balance validity in 2G will be carried forward to 3G. • Replacement of defective SIM/USIM will be free of cost to be made at CSC only, if the replacement of SIM/USIM is due to technical reason beyond the control of customer. However, if the replacement of SIM/USIM is due to customer negligence Rs.59 (Incl. of S.Tax) will be levied. In case customer wants new USIM, replacing the existing 2G SIM, the customer will also have to pay Rs.59. Promotional 3G Offers • Customers purchasing 3G Data card from BSNL and activating the same will get free data usage of 6 GB per month as 1GB day/any time and 5GB night usage for two months from the date of activation as a promotional offer until further order. However, for getting validity the customer has to recharge with data recharge voucher or fixed monthly charges in case of postpaid connection. The free usage of 6 GB will be added to the free usage available with the data plan. No other freebies may be allowed for the above data cards. • Incoming video call facility allowed to 2G customers with 3G enabled handsets will continue to be allowed until further order. •

30 paise promotional voice tariff

1.1 3G prepaid general 120 plan and promotional 3G plan: Sl. No. Particulars 3G prepaid general 120 Plan First Recharge Coupon in Rs. (Incl. of 1 S.Tax) 120.00 2 Validity of FRC in days 180 3 Free Usage with FRC in Rs.# 20 i. Free Voice call minutes NA ii. Free Local/National Video calls (On net) in Min NA

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iii. iv. 4 5 A i. ii.

Free SMS in Nos. NA Free Data usage in MB ** NA Pulse (Sec) 60 Call Charges in Rs./Min Voice Call Local- On-net 0.50 Local- Off-net 0.70 Reduced call charges to any two BSNL iii. numbers 0.20 iv. STD – On-net 0.50 v. STD – Off-net 0.70 Reduced call charges to any one BSNL vi. number 0.30 B Video Call i. Local – Video calls 0.70 ii. STD – Video calls 1.00 6 P2P SMS (Rs./SMS) i. Local 0.30 ii. National 0.50 iii. International 3.00 7 Data Rate (Rs/10KB) 0.01 8 National Roaming i. Voice - Local Outgoing (Rs/Min) 0.70 ii. Voice – STD Outgoing (Rs/Min) 0.70 iii. Voice Call – Incoming (Rs/Min) 0.50 iv. Video Call - Local Outgoing (Rs/Min) 1.00 v. Video Call - STD Outgoing (Rs/Min) 1.00 vi. Video call – Incoming (Rs/Min) 0.70 vii. Local/National SMS- (Rs./SMS) 0.50 viii. International SMS 3.00 ix. Data Charges (Rs. /10KB) 0.01 9 Value Added Services As per content providers tariff 10 For extension of validity 3G RCVs 11 All other charges, terms and conditions As per 2G prepaid General plan Promotional offer for 90 days: The following freebies are to be offered on activation of 3G prepaid SIM through FRC. i) 100 Min video call and 200 MB data free to be used within 30 days from the date of activation. ii) 1000 Local and 1000 national SMS free.

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Migration from existing 2G & 3G prepaid plans to 3G prepaid general 120 plan and vice- versa is free . The unutilized account balance and validity of the existing plan will be carried forward to the migrated plan. 3G Promotional Plan STV for existing prepaid customers: Sl.No. 1 2 3 4 5 6

Particulars 3G Promotional plan STV MRP of STV (Incl. ofRs.99 S.Tax) Usage Value Rs.20 Tariff Validity in days 180 days Free Local/National videoNIL call Free Data Usage NIL All other terms andAs per 3G promotional plan 120 conditions mentioned above at 1.1

The above STV will be available with effect from 11.02.2010 to 31.03.2010. Note: (a) For 3G customers enrolled upto 06.02.2010 the promotional tariff will be allowed upto 05.02.2011.(except south zone) (b) For customers enrolled from 07.02.2010 up to 31.03.2010, the promotional tariff will be applicable for 180 days i.e. upto 26.09.2010. (except south zone) (c) The customers enrolled in pre revised and revised 3G promotional tariff i.e. tariff validity 365 days and 180 days will be migrated en-mass after completion of tariff validity period from the date of close of promotional period. (for south zone only) 1.2 Recharge Voucher MRP Rs. 55 110 220 330 550 1100 3300

inS. Tax @Card ValueValidity inUsage 10.30% in Rs. in Rs. days Value Rs. 5.14 49.86 15 35 10.27 99.73 30 75 20.54 199.46 60 160 30.82 299.18 90 250 51.36 498.64 180 400 102.72 997.28 365 1000 308.16 2991.84 365 3300

Processing Fee in(Bonus UV) in Rs. 14.86 24.73 39.46 49.18 98.64 -2.72 -308.16

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BSNL launched their 3G service in India. 3G is next generation mobile communication system where in which it enhances the multimedia experience and high speed mobile broadband. It also provides the ability to view high quality video on your mobile. You can watch your TV program, download favorite videos, mp3 and also support video messaging. With 3G you can download at a speed of 384 KBPS. currently 3G is provided by BSNL and MTNL only. B.S.N.L had setup 3G experience centers where we can see the live demo and experience the power of 3G. BSNL CMD Kuldip Goyal said 3G services customers would have three monthly subscription options of Rs 350, Rs 650 and Rs 1,350. Apart from this, customers would State-owned Bharat Sanchar Nigam Ltd (BSNL) launched next generation 3G mobile services in India. But private operators like Airtel and Vodafone are still waiting to get spectrum through auction process. Since BSNL and MTNL are state-owned, they have the privilege over others. As we all know, politics is sick around the globe and seems to be worst in India also get the 3G services through a bundle offer. BSNL is going to offer the following services with 3G:  Video calling  Video conferencing  Rich Multimedia experience  Video on demand  Internet speeds upto 2mbps  Faster video streaming  Mobile Gaming

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The Marketing Strategies of B.S.N.L: State-run BSNL is looking for tie-ups with big retail chains in the country to sell its products and services under an aggressive marketing strategy. The company is inviting proposals from interested retail chains directly or through consortium to sell BSNL’s services from their outlets. A senior official of the PUS said that the initial agreements will be entered into with the successful retail chain or with the lead partner of a consortium for two years, which can be extended further as per performance. BSNL has

operations

across

India

except

Delhi

and

Mumbai.

The retail chains will get upfront payment for basic commission and discounts ranging from Rs 150 to Rs 1,500. The chains need to have a minimum 50 outlets and pan-Indian operations with annual turnover of minimum

Rs

50

crore

for

the

past

two

years.

The outlets will sell SIMs, instruments and other telecom products and will have to verify customer identity as per the government norms. All blank Customer application forms supplied by BSNL will have to be collected by the retail company after being filled by customers along with requisite payment and identity proofs and verified by authorised signatory. The authorised signatory shall be responsible for verifying customers' identity proofs along with CAFs. Retail chains will also need to maintain list of transactions, waiting lists, which will be converted to exchange wait list and merged on daily basis. BSNL, wholly-owned by the government, has been trying to sell its products and services customers

with

a

strong

aggressively to the

marketing

focus.

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People do spend time in malls, therefore, it will be easier for them to access the products and services and get their queries answered rather than visiting Sanchar

Hats

to

buy

the

products,

said

an

analyst.

“Our visions begin with our desires.” - Audre Lorde We all have some visions of ourselves and our future, and that vision creates consequences. More than any other factor, vision affects the choices we make and the way we spend our time. Visions drive consequences. Principles drive results. Key is to base vision on principles. - Stephen R Covey. It is true for individuals as well as organizations. The strongest form of vision / motivation is to base vision on “What Legacy we want to leave.” and to achieve it we must take a principle centered path. History is full of examples that many organizations have vanished grown and vanished overnight as their path to achieve vision was not based on principled way. Vision of the organization can only be translated into reality, if it is shared by 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 of the organization, otherwise it may remain as a showpiece. Marketing vision of the BSNL has to be based on overall mission and vision of the organization. The mission of BSNL is to provide world class State-of-art technology telecom services on demand at affordable price, to provide world class telecom infrastructure to develop country's economy.

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And the vision of BSNL is 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. Strong lives are motivated by dynamic purposes. Kenneth Hildebrand. Marketing Objective. The ultimate objective of any marketing activity is to satisfy the customers and today even a step ahead i.e. ‘delighting’ the customers, for which customers are offered something beyond their expectations from the service or the product. The objective being to acquire and retain the customers, who should continually feel that they are getting more value of the money, they are departing with. Marketing is the establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and organisation. Successful Marketing of B.S.N.L focuses on understanding the needs and desires of the customers and achieving them by placing these needs at the heart of business by integrating them with the organisation strategy, people, technology and business processes. At its most basic, Marketing involves customers, organisations and relationships and the combination creates the need for the management. B.S.N.L marketing is about creating a competitive advantage by being the best at understanding, communicating, and delivering and developing existing customer relationships in addition to creating and keeping new customers. The concept of the product life cycle is giving way to customer life cycle, focusing on developing products that anticipate the future needs of existing customers and creating services that extend the existing customer relationship beyond there transaction like the new 3G.

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The customer life cycle will focus on lengthening the life span of the customer with the organisation rather than the endurance of a particular product. Customers have changing needs as their life styles alter the development and provision of products and services that continuously seek to satisfy those needs is good Marketing. The Marketing focuses greater attention on how to deliver customer satisfaction and organisation will begin to structure itself around customer segments and not product lines. B.S.N.L marketing Strategy will take the business vision and apply it to the customer base. The marketing process of B.S.N.L is broad and includes all of the following: Discovering what product, service or idea customers want.  Producing a product with the appropriate features and quality.  Pricing the product correctly.  Promoting the product; spreading the word about why customers should buy it.  Selling and delivering the product into the hands of the customer

The Main competitors of B.S.N.L:

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During the financial year 2008-2009 (from April 1, 2009 to March 31, 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 62.3 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia 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 Telcos are rolling out attractive schemes and are providing good customer services. Access Deficit Charges (ADC, a levy 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.e.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 2nd march 2009. MTNL which operates in Mumbai and Delhi first launched 3G services in these cities

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Source: www.google.com Description: Landlines, BSNL’s main business, is a shrinking market. On top of that, it is losing share to rivals and is making huge losses:

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Major problems of B.S.N.L: During the financial year 2008-2009 (from April 1, 2009 to March 31, 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 BhartiAirtel 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 BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia 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 Telcom are rolling out attractive schemes and are providing good customer services. Access Deficit Charges (ADC, a levy 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.e.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 2nd march 2009.MTNL which operates in Mumbai and Delhi first launched 3G services in these cities. “BSNL rarely has the equipment to expand its services when it needs it the most,” says Seth. “There was always a lot of pressure and interference in the procurement of equipment.” That hasn’t changed. What has changed is that the mess in procurement is pulling BSNL down like never before. In the last three years, BSNL has grown slower than the industry average in the mobile segment and has lost market share

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The employees of BSNL: “These 1,500 people are non-committal to the growth of BSNL. They are talented, but they lack the will to work to their capabilities,” says VAN Namboodiri, General Secretary, BSNL Employees Union. “This is impacting the company’s growth.” At the time of corporatisation, 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. 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 pan-India coverage.

When private players were expanding, it

refused to rent its unused infrastructure to them. So, they had no choice but to build their own infrastructure. Says Uppal: “Had it shared infrastructure, it would have earned immediate revenues and derived a long-term competitive advantage by making its rivals dependent on it, instead of speeding up their infrastructure.” It’s only now that it has started sharing its mobile towers. BSNL’s faulty marketing policies:

BSNL’s marketing policies were

centred 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 to 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 choices besides it, but it didn’t cut much water in the metros. BSNL didn’t even have a customer service call centre till last year. Awareness of its plans is very low. In the recent ‘pay per second’ 65 | P a g e


recalibration, it was the last company to make the shift. And unlike others, there was no ad blitz informing consumers of the change. Customer shift of B.S.N.L: Its landlines, once its mainstay, have been falling consistently, from 35 million subscribers in June 2006 to 29 million subscribers in June 2009. Some of these losses are because of the shrinking of landline demand, but most of it is due to consumers shifting to private players. Likewise, in mobiles.

Extrapolating from historical trends and current

market conditions, Research And Markets, a consultancy, paints a grim picture for BSNL. It has forecast that BSNL’s market share in the mobile segment will decline from 12.7% in June 2009 to 7.3% by 2013. Given the 2013 projected subscriber base of 876 million, that is 70 million subscribers for BSNL an addition of just 16 million subscribers from current levels. By comparison, Bharti and Vodafone are expected to add 137 million and 74 million subscribers, respectively, during the same period.

Achievements of B.S.N.L:  World’s 7 th largest & India’s No.1 Telecommunication company

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 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, 287 Satellite Stations, 7330 cities/towns and 5.5 Lakh villages  The present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year .  India’s fourth largest telecom company as on March 2010.  BSNL is a company whose cash reserves, at Rs 38,000 crore, equals the turnover of India’s 12th largest listed company.  BSNL is a company that has so much telecom infrastructure and real estate that it is valued, by some estimates, at Rs 4,00,000 crore.  If BSNL were to list today, it would be India’s most valued company, with a 25% lead on number two.  BSNL is a company that has a larger telecom network than any other player in the sector.  BSNL is a company that operates in a business that will always be fundamental to the lives of people.

Share market position of B.S.N.L: In the last three years, BSNL has been a laggard in the mobile business in every which way. In this high-growth business, it has grown the slowest in

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the last two years. Its co-leaders have broken away, even as new players are closing in on it.

Subscriber

Figures in million

Growth

Year-on-year growth in %

Market Share

Figures in %

Source: Annual report , Trai

Source: Annual report , Trai

68 | P a g e


National and international image of B.S.N.L:

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Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India. Such as Wire line, CDMA mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of the largest public sector unit in India. BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 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 & corner of country and operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide bouquet of telecom services. BSNL is numerous operator of India in all services in its license area. The company offers wide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular service, Cellone, has more than 17.8 million cellular customers, garnering 24 percent of all mobile users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through various modes 70 | P a g e


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 DataOne broadband customers. The company has vast experience in Planning, Installation, network integration and Maintenance of Switching & Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute. Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset on telephone alone is worth about Rs.630,000 million (US $ 14.37 billion). BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three years. The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made BSNL the No. 1 Telecom Company of India.

Future prospects of B.S.N.L: BSNL is undergoing a transformation,. BSNL has planed four broad changes, to be implemented over the next two years. 71 | P a g e


 Rather than split the organisation according to divisions (finance, marketing, and so on), split it according to verticals (fixed, mobile, enterprise and new businesses).  morph from a network-technologies company to a sales-oriented company.  Build the BSNL brand.  Use IT to streamline business processes. Despite the distressing numbers, in the evolving environment, landline might still have a business. The boundary between fixed and mobile is converging very fast. When it comes to 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 player like BSNL, which has copper and fibre already in place across the country for voice, broadband and other services like IPTV (TV via landline) can ride pillion. No other Indian telecom player even comes 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.

Conclusion: BSNL being a public sector, in order to thrive and excel, have to understand about the Customers expectations. 72 | P a g e


They also have to understand about their competitors and their nuances in understanding their Customers. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services. Hence, from this report it is clear that BSNL can be the best service provider in Asia. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy.

About the project Study has been conducted only in few areas of sonipat For few questions researcher was not able to get proper response which are as follows :-

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ďƒ˜ Time was not sufficient to conduct detailed study. ďƒ˜ For few questions researcher was not able to get proper response which are as follows: i. Chances of Switching. ii. Reason for Switching. iii. Monthly Income.

The researcher has chosen 100 samples from sonipat

CUSTOMER CARE

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Access round the clock help at following toll free numbers  Dataone Broadband '1600-424-1600'  PSTN Call Center '1500' (in select states)  Sancharnet Help Desk '1957'  Cellone all India Help '9400024365'  All BSNL customer service centers [CSC’s] now remain open on all 7 days from 8 A.M to 8 P.M without any break for all activities.  Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience.  Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country.  With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for.  Shifting charges for local as well as all India shifting of fixed telephone (Bfone) has been abolished.  Pagers being given to outdoor staff in a phased manner for speedy rectification of faults.  Majority of the local network is built up on jelly filled and OFC for trouble free service.  Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires.  Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant.

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 Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables.  Establishing call centers across the nation to provide single window solutions and convenience to customers.  Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic.  Application Forms for new connections have been made free of charge for all services.  Procedure for restoration of telephones disconnected due to non-payment simplified and powers delegated to Secondary Switching Area (SSA) heads.  Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs).  More than one Public Call Office (PCO) permitted at the same premises.  Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer.

BRAND EQUITY The goal of Brand leadership paradigm is to create strong brand anyway? In managing Brand equity, brand equity was defined as the brand assets or 76 | P a g e


[liabilities] linked to a brand’s name and symbol that add to [or subtract from] a product or service.

These assets can be grouped in to four

dimensions brand awareness, perceived quality, brand associations and brand loyalty. These four dimensions guide brand development, management and measurement. Brand awareness Brand awareness is an often undervalued asset; however, awareness has been shown to affect perceptions and even taste. People like the familiar and are prepared to ascribe all sorts of good attitudes to items that are familiar to them. The Intel Inside campaign has dramatically transferred awareness into perceptions of technological superiority and market acceptance. Perceived quality Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. Brand associations Brand association can be anything that connects the customer to the brand. It can include user imagery, product attributes, use situations, Organizational associations, brand personality and symbols. Much of brand management involves determining what associations to develop and then creating programs that will link the associations to the brand. Brand loyalty Brand loyalty is at the heart of any brand’s value. The concept is to strengthen the size and intensity of each loyalty segment. A brand with a small but intensely loyal customer base can have significant equity. 77 | P a g e


Brand Preference The stage of brand loyalty at which a brand will select a particular brand but will choose a competitor’s brand if the preferred brand is unavailable. See Brand insistence; Brand recognition. Customer Satisfaction If the customer's expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer's expectations are not met, customer dissatisfaction will result. And the lower the satisfaction level, the more likely the customer is to stop buying from the firm.

Surveys, feedback and data analysis STRENGTH 78 | P a g e


1. Established organization with government support. 2. Better coverage of network. 3.Since they have large number of telephone exchanges. So that they can give more stress on advertisement by there different place exchange representatives. 4. Very much transparent in billing for the satisfaction of all the subscribers . No hidden system of billing. 5. Customer care centres for the better services in order to reduce the problem of customer.

WEAKNESS 1. Do not provide smooth service. 2. Frequent network problem. 3. Trade union problem. 4. B.T.S disturbances. 5. Reduce in sales and lack of advertisement. 6. Lack of attraction like other providers.

OPPORTUNITY

1. They can modify their network & implement. 2.They can give more stress on their because it 79 | P a g e


is a government organization. 3. They can use their huge human resource and fixed asset. 4. Infrastructure is the best than any other service provider.

THREAT

1. Increasing number of privet telecom sectors. 2. They are providing smooth and good network. 3. They are establishing their own towers in the remote corners. 4. They are engaging contract services with less remuneration. 5. Corresponding to revenue expenditure is less from other service providers.

A set of questioners is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B.S.N.L.

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Please tick ( ) your choice able box 1. Which telecom connection do you use? (a)B.S.N.L ,(b)Others 2. Are you satisfied with B.S.N.L network ? (a)Yes, (b)No 3. For clear sound and better coverage which telecom company do you think best? (a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others. 4. The telecom facility that B.S.N.L is providing is sufficient or not? (a)Yes, (b)No. 5. Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L. (a)Yes, (b)No. 6. Do you think that the sim and cash card of B.S.N.L is available in the market? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? (a)B.S.N.L , (b)Others. 9. Do you have computer at home? (a)Yes , (b)No.

10. Do you have internet connection?

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(a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

PLACE:............... DATE:...............

THANK YOU

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Findings  There is a significant relationship between the Age of the Customers and Mobile Service used by the Customers.  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers.  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Network used by the Customers.  There is a significant relationship between the Satisfaction of Cost of BSNL and Migration of Customers.  There is a significant relationship between the Quality of Customer service and Migration of the Customers.  There is a significant relationship between the Location of the Customers and Satisfaction of BSNL Tariff Plan.  Some customers felt that when landline phone gets out of order, it is not checked or corrected for even 1month, hence there was heavy business loss.  In the evening, lines are not getting connected since network problem was too high.  When phone went out of order, the respondents were still charged for calls.  Customers are very much dissatisfied with Linemen, because of irresponsibility. (Collecting amount from customers).  Regarding Cell one respondents complained, Network is always busy with other mobile services.

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 During the rainy season noise in the instrument is a problem.  Respondents felt that there was no personalized service to customers.  Due to non-availability of CUG connections to all, most of the customers surrendered BSNL and migrated to Airtel.  Customers perceived that the bills are always inflated.  Even after Surrendered the phone before 6months deposit amount was not yet received but receiving bill.  Customers are expecting more number of free calls. 50  With regards to mobile services options are limited hence customers were switching over to other service providers.  The extensive time lag between submission of application and receiving of a telephone connection had made some respondents switch over to other service providers.  Customers were preferring to replace their old instrument.  Most of the people were not satisfied with the BSNL Customer Service for both Mobile and Landline.  The respondents felt that The BSNL cell ones starter pack and recharge cards are in perennial short supply.  The respondents experienced network problems when they used roaming to cities.  Even though customers were dissatisfied with BSNL due to Loyalty they are still using BSNL service (For only Incoming).  One of the major irritations, as told by the respondents was that the communication instruments provided by BSNL were of poor quality and hence they had to face frequent problems with the instruments.

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Suggestion and recommendation  BSNL Cellular Service has been rated highly among the customers. The quality of service also rated as good by the customers. This should be maintained.  Most of the customers opt cellular communication for their convenience. This should be considered as important factor while designing their marketing strategy.  Customers are expecting more value added service like internet, E-mail, Video clips, etc. The company can make provisions for this.  The signal strength is weaker in interior places: service provider should increase the signal strength.  The company can look into restructuring of tariff to maintain competitive edge over rivals.  The customer care centre should pay more attention in receiving and solving customer’s complaints.  The free incoming calls are key factor for satisfying customer. The same strategy should follow in future also.  As the competitors are entering this field in this town the company can formulate appropriate marketing strategy to retrain existing customers and to attract new customers.  As the company vision is “BSNL LIMITED strives to be the preferred provider of mobile communication services in all its area of operation. With the visionary zeal of a customer oriented and market-driven organization, BSNL abide by its un deterred commitment to provide customer with viable and cost-effective solutions in the domain of its expertise at all times” The company should stick to this and always maintain customer satisfaction.

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 From the research study, it has been found out that the Customers are very particular about the Quality of the Telecom services and hence they want BSNL to increase the Quality of BSNL services by providing the Customers an attractive instrument with new wiring connections.  BSNL may also introduce some sales promotion such as cash discounts; Quality discounts hence the promotional activities would further strengthen the market share of the Company.  BSNL may reduce the monthly rentals and also the service tax.  Caller Id’s should be provided immediately after the Customers requisition.  Customer care of BSNL needs improvement.

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Conclusion

BSNL being a public sector, in order to thrive and excel, have to understand about the Customers expectations. They also have to understand about their competitors and their nuances in understanding their Customers. Since Communication industry is a very competitive one it is high time for BSNL to understand about their Customers in Landline as well as Mobile services.

Hence, from this report it is clear that BSNL is the best service provider in Asia. BSNL provides world class State-of-art technology telecom services to its customers on demand at competitive prices world class telecom infrastructure in its area of operation and to contribute to the growth of the country's economy.

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Bibliography

1. BOOKS: 1. Kotler Philip, Leller Kevin Lane, Koshy Abraham, Mithileswar Jha.

Marketing Management, 13th Edition,

Published by Dorling

Kindersley (India) Pvt. Ltd., Licensees of Pearson Education in South Asia. Place of publication: New Delhi

Date of

publication: 2009 2. Nargundkar Rajendra.

Marketing Research, 3rd Edition,

Published by Tata McGraw-Hill Publishing Company Limited. Place of publication: New Delhi

3. Churchill, A. Gilbert Jr.

Date of publication: 2008

Marketing Research-

Methodological Foundation, 6th edition, Published by The Dryden Press. Orlando

Place of publication:

Date of publication: 1995

4. KOTHARI.C.R Research Methodology Published by V.S. Lobri for Wishwa Prakash Eight Edition- 2004 94 | P a g e


2. JOURNALS

1. Business India 2. Business outlook 3. WEBSITES 1. www.bsnl.co.in 2. www.yahoo.com 3. www.google.com 4. Wikipedia

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ANNEXURE A set of questioners is prepared keeping in mind the general awareness of TELE-COMMUNICATION as a representative on behalf of B.S.N.L.

. Please tick ( ) your choice able box 1. Which telecom connection do you use? (a)B.S.N.L ,(b)Others 2. Are you satisfied with B.S.N.L network ? (a)Yes, (b)No 3. For clear sound and better coverage which telecom company do you think best? (a)B.S.N.L,(b)Reliance,(c)Vodafone,(d)Airtel,(e)Others. 4. The telecom facility that B.S.N.L is providing is sufficient or not? (a)Yes, (b)No. 5. Is it required to reduce further the call charge of mobile & landline connection of B.S.N.L. (a)Yes, (b)No. 6. Do you think that the sim and cash card of B.S.N.L is available in the market? (a)Yes , (b)No. 7.Do you have land line connection, if so do you want to continue it? (a) Yes , (b)No. 8. Whose general P.C.O is best? 96 | P a g e


(a)B.S.N.L , (b)Others.

9. Do you have computer at home? (a)Yes , (b)No. 10. Do you have internet connection? (a)Yes , (b)No. 11. Which internet connection do you like most? (a)Dial up using Sancharnet, (b)Dial up using Net one,(c)Broadband (d)Others. 12. Do you surf net ? Have you visited B.S.N.L sites? (a)Yes , (b)No. 13. Are you aware of the B.S.N.L services in different field? (a)Yes , (b)No. 14. On which telecom service do you think that you get overall satisfaction? (a)B.S.N.L , (b)Reliance , (c)Airtel , (d)Vodafone , (e)Aircel , (f)Tata indicom. 15. Any other service / facility B.S.N.L should provide? (a)Yes , (b)No.

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DOCUMENTS REQUIRED TO GET B.S.N.L SERVICE 1. Photo identity shall submit along with overleaf self attested. 2. Photo identity card issued by government or statuary authority. 3. Photo credit card. 4. Driving license. 5. Income tax pan. 6. Passport. 7. Voter id card. 8. Proof of address such as electricity bill , water bill , ration card.

CUSTOMER HELPLINE AND WEBSITE OF B.S.N.L. CUSTOMER HELPLINE: 1. For land line services:

1500

2. For cell one services:

9434024365

3. For cell one services: (All India)

:

9400024365

4. For data one broadband services :

16004241600

5. For Sanchar net services: 1957

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WEBSITES FOR B.S.N.L: 1. www.bsnl.co.in 2. www.bsnl.custcarecentre 3. www.wb.bsnl.co.in 4. www.bsnl.co.public 5. www.bsnl.co.wbese 6. www.bsnl.co.service 7. www.bsnl.co.network 8. www.bsnl.co.the 9. www.bsnl. co.basictariff 10.www.bsnl.co.mobiletariff 11.www.bsnl.co.datatariff 12.www.bsnl.co.internet.tariff

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A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.L LANDLINE AND MOBILE SERVICES  

DUCRST, MURTHAL NAME: ASHISH KUMAR GUIDER NAME: Dr. Deepak Verma ROLL NO: 9092903 DEPT: MBA(ITM) A report submitted to DCRUST , MURTHAL 1 |...

A STUDY ON CUSTOMER SATISFACTION FOR B.S.N.L LANDLINE AND MOBILE SERVICES  

DUCRST, MURTHAL NAME: ASHISH KUMAR GUIDER NAME: Dr. Deepak Verma ROLL NO: 9092903 DEPT: MBA(ITM) A report submitted to DCRUST , MURTHAL 1 |...

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