A Study on Customer Satisfaction Towards Fixed Line Telephones with Special Reference to Bsnl Chennai Telephones

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1.1 INTRODUCTION OF THE STUDY
Telecommunication is recognized, world over, as a key factor in the development of social, economic, commercial and cultural activities. The development of telecommunication infrastructure is likely to play a greater role in meeting the diverse needs of people and improving their quality of life through inter-linked development of many other sectors. ‘Telecommunication’ in ITU parlance covers a very wide variety of services such as sound & television broadcasting, space communications, aeronautical and maritime mobile communications, radio-location and radio-navigation systems, radio astronomy, meteorological aids and services, radio amateurs, etc, besides the public telecommunications services. There are large telecommunication networks belonging to railways, defense and Para-military organizations, law and order services (police etc), public utility organizations like electricity grids, transport organizations, municipal services, national and international telecommunications service providers – both government and private, civil aviation department and airlines, shipping & port authorities, sound and TV broadcasting organizations, meteorological department, oil exploration, processing and distribution companies, large private companies, etc. 1.1.1 STATEMENT OF PROBLEM

The customer satisfaction is the main goal of every business organization. In this competitive business scenario each and every activity starts and ends with the customer. In the present scenario, the telecommunication is lifeblood for every business activities. In spite of a well-established network and infrastructure supporting, certain service providers weren’t able to root their footsteps in the market due to lack in customer service and customer satisfaction. BSNL, being a public sector obviously has good brand awareness among the people even though there is an increasing closure of fixed line services. Thus, this research study is useful for BSNL to understand the expectations and requirements of Customers and can serve them in a better way. 1.1.2 NEED OF THE 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. So it is very essential for the service provider to understand the influence of various demographic variables that influence the satisfaction level and to know the requirements and expectations to win the hearts of the customers. The current trend in telecom sector is churning out of landline services as younger generations are inclined towards mobile than the wired line telephone. As far as the revenue from telephone service is concerned, the major income is from wired line services than the mobile services. Hence, a study on satisfaction of customers regarding the landline services is very important in this juncture to control the surrenders of landline in BSNL. This study will help BSNL to know the customer satisfaction and expectation regarding the landline services and improve its services accordingly to maximize its profits. Chennai area is focused upon because the metro city is one of the highest revenue earning units of BSNL. Also, Chennai is the most favoured destination for IT and automobile industries. 1.2 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES:
To study the customer satisfaction level towards landline service provided by BSNL and to give suggestions based on the study to improve the satisfaction level of customers.

SECONDARY OBJECTIVES:

* To find out the awareness of customers regarding the various services provided by BSNL. * To identify the satisfaction level of customers regarding the various services of BSNL especially the fixed line services. * To find out the expectations and requirements of customers in fixed line services of BSNL. * To identify the methods to bridge the gap if any between the customer...
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