Bsnl Customer Satisfaction

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“A STUDY ON CUSTOMER SATISFACTION FOR BSNL MOBILE

SYNOPSIS

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 February 2012 – April 2012 The samples of 50 respondents from among the universe of BSNL users at thiruvananthapuram 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 . Data analysis and interpretation was done using the collected data with necessary tools including percentage analysis was used to grade the opinion of the respondents regarding the various variables used.

The researcher strongly believes that this study would be helpful in knowing about the Customers Satisfaction, Customer Perception, Customer Preferences, and service requirements and about the other competitors status in the market

CONTENTS
NO| TITLE| PAGE NO|
| LIST OF TABLESLIST OF CHARTS| 56|
1| INTRODUCTION1.1STATEMENT OF PROBLEM1.2 OBJECTIVES1.3 SCOPE OF THE STUDY1.3 RESEARCH METHODOLOGY1.4 LIMITATIONS OF THE STUDY1.5 CHAPTER SCHEME| 788891011| 2| COMPANY PROFILE 2.1 OBJECTIVES2.2 ORGANISATIONAL CHART2.3 REVENUE2.4 CAPITAL INVESTMENT2.5 PROJECTS RECENTLY IMPLEMENTED2.6 CUSTOMER CARE| 12131415151921| 3| CONCEPTUAL REVIEW| 23|

4| ANALYSIS & INTERPRETATIONS| 25|
5| FINDINGS & SUGGESTIONS| 43|
6| CONCLUSION| 46|
7| BIBLIOGRAPHY| 47|
8| ANNEXURE| 48|

LIST OF TABLES
TABLE NO| TITLE| PAGE NO|
4.1| OCCUPATION OF RESPONDENTS| 25|
4.2| AGE OF RESPONDENTS| 26|
4.3| GENDER OF RESPONDENTS| 28|
4.4| SALARY OF RESPONDENTS| 29|
4.5| SERVICE USED BY RESPONDENTS| 30|
4.6| SERVICES HELPFUL FOR RESPONDENTS| 31|
4.7| HOW OFTEN RESPONDENTS CALL TO CUSTOMER CARE| 32|
4.8| REASON FOR CALLING CUSTOMER CARE| 33|
4.9| TARIFF PLAN- SATISFACTION LEVEL OF RESPONDENTS| 34| 4.10| NETWORK- SATISFACTION LEVEL OF RESPONDENTS| 35|
4.11| COST- SATISFACTION LEVEL OF RESPONDENTS| 36|
4.12| CUSTOMER CARE- SATISFACTION LEVEL OF RESPONDENTS| 37| 4.13| ADDITIONAL PACKAGES- SATISFACTION LEVEL OF RESPONDENTS| 39| 4.14| QUALITY OF BSNL CUSTOMER SERVICE| 40|
4.15| COMPARISON WITH COMPETITORS| 41|
4.16| CHANCE OF REPLACING BSNL| 42|

LIST OF CHARTS
CHART NO| TITLE| PAGE NO|
4.1| OCCUPATION OF RESPONDENTS| 26|
4.2| AGE OF RESPONDENTS| 27|
4.3| GENDER OF RESPONDENTS| 28|
4.4| SALARY OF RESPONDENTS| 29|
4.5| SERVICE USED BY RESPONDENTS| 30|
4.6| SERVICES HELPFUL FOR RESPONDENTS| 31|
4.7| HOW OFTEN RESPONDENTS CALL TO CUSTOMER CARE| 32|
4.8| REASON FOR CALLING CUSTOMER CARE| 33|
4.9| TARIFF PLAN- SATISFACTION LEVEL OF RESPONDENTS| 34| 4.10| NETWORK- SATISFACTION LEVEL OF RESPONDENTS| 35|
4.11| COST- SATISFACTION LEVEL OF RESPONDENTS| 37|
4.12| CUSTOMER CARE- SATISFACTION LEVEL OF RESPONDENTS| 38| 4.13| ADDITIONAL PACKAGES- SATISFACTION LEVEL OF RESPONDENTS| 39| 4.14| QUALITY OF BSNL CUSTOMER SERVICE| 40|
4.15| COMPARISON WITH COMPETITORS| 41|
4.16| CHANCE OF REPLACING BSNL| 42|

1. INTRODUCTION

In today’s information age, the telecommunication industry has a vital...
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