1. OUTLINE 2
2. INTRODUCTION 3
3. CUSTOMER SATISFACTION 5
4. STUDY OF THE PROBLEM 6
5. NEED FOR STUDY 6
6. OBJECTIVE OF THE STUDY 7
7. LITERATURE REVIEW 8
8. VARIABLES 9
9. CONCEPTUAL MODEL 10
10. UNIT OF ANALYSIS 12
11. HYPOTHESIS 12
12. RELAIABILITY 16
13. REGRESSION 20
14. LOST CUSSTOMER ANALYSIS 23
15. FINDINGS 24
16. SUGGESTIONS 26
17. RESEARCH METHODOLOGY 27
18. QUESTIONNAIRE 28
19. CONCLUSION 30
In the modern world every thing becomes close to everyone because of the improvement in the science & technology and also in the research & development.
Innovation of new product changes the life style of common man. in the dynamic enviroment it has become essential to have competitive edge over others in every sphere of life.Faster mode of communication for any purpose can provide a solution for this
A Few years back the telephone was considered to be an extra ordinary thing & status symbol;but now most of the people are using basic telephone services & also mobile phone has become a part of day today life.
In India cellular phones were introduced in mid of the nineties in the metro cities but now most of the towns are connected by cellular network including remote villages.
The overcoming of communication barriers has helped everyone to grow relationship with others. Information & ideas are being exchanged at a faster rate in order to update & enrich & leading them to prosperity
In order to have proper understanding of this study it is nesscary to discuss some of the marketing related concepts.
BSNL was the biggest telecom service provider in the India. As government allowed the private companies to invest in the telecom sector the monopoly of BSNL came to an end. The employee of the BSNL was still not responsive to their customers problems and here the other private player saw an opportunity, which could have been tapped. BSNL had good base of the customers but gradually it declined and is still declining. The research I conducted about the failure of BSNL to retain customers, shows that they are still not very good at the customer services. I have talked to different people who has used the services of BSNL or experienced its services by any means. Most of the respondents were not satisfied with the behavior of the employees. As it was the biggest telecom company in India, it could have given the best services to its customers but the private companies came and attracted the customers not only from the market but also the users of BSNL also switched to other service provider. If we compare the services provided by the private companies and that of the BSNL we can still see that the BSNL is far behind. They are still not able to catch up with the speed of the other private companies.
But it has started to improve the service quality of the customer and other services. But it is very difficult to regain the confidence of the dissatisfied customers. The survey I have conducted shows the sign of the confidence is gaining but very slowly. Some of the customers are satisfied and some are not. It means that this company is still not able to satisfy all of its customers.
One of my respondent expressed his grief that, he has given money for the connection 6 months earlier but it is still not connected. It shows the inability of the company to satisfy its customer at the primary level itself. So it needs to work more towards the customer satisfaction so that it could regain its status of the best service provider in telecom sector in India.
After the LPG policy in 1991 many privatization enabled core competency in various...