Final Project Report

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GUIDE CERTIFICATE

This is to certify that ASHISH RANA from M.B.A. 4rd semester bearing university roll number -611012045 has completed his Final project Report under my guidance.

Project Guide

(MR. NAVEEN SIR)

Signatur

ABSTRACT

“A study on the customer perception of mobile phone service providers with special reference to BSNL” is a project aimed at studying the competitive position of BSNL, the strength and weakness of BSNL’s competitors, accessing the present level of service provided by BSNL and identifying the areas which require attention by BSNL for improving its services.

The type of research undertaken for the study was descriptive research and the sampling design used is stratified proportionate random sampling. The sample size was 100.The target respondents were the customers of AIRTEL, AIRCEL, BSNL, and RELIANCE in a proportionate number. The data was collected using a standardized questionnaire, through the interview mode.

From the analysis it was found that AIRTEL and AIRCEL are the main competitors for BSNL. AIRTEL’s promotional campaign has played a significant role in attracting customers and its huge amount of value added services and add-on card features has also added to its success. AIRCEL’s call tariff and its early entry into the market and its SMS facilities has made customers choose its service.

It is also found that the good network coverage, call tariff and roaming facilities are the strengths of BSNL whereas SMS charges, poor customer care, lack of value added services, lack of effective promotional campaigns and high network congestion are some of BSNL’s weakness. It is found from the analysis that the awareness of the schemes that BSNL introduce is not known to the public. The study has also revealed that there are small proportions of BSNL customers who are not satisfied with the services that BSNL offers.

ACKNOWLEDGEMENT

I take this opportunity to express our acknowledgement a deep sense of gratitude for rendering valuable assistance and guidance to us by the following personalities for successful completion of our research project.

I am highly indebted to Mr. Naveen Sir (Sr. Lecturer), department of management: Sri Sai University Palampur (H.P) for assigning us interesting task. I have fortunate enough to have him as a wonderful guide and for her personal encouragement, prompt assistance, constructive criticism, valuable interest, guidance and supervision in completing our project report successfully. .

The experience was novel one and we would like to thank all the people who have lent their valuable time for the recording of the data and completion of the report. Without their consideration it would have been difficult to complete the study.

Ashish Rana

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