A Study on Customer Satisfaction on Bsnl Mobile Services

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1.0
INTRODUCTION

1.1 Statement of Problem

A study has been conducted in order to understand the Customers opinion and Satisfaction level of Mobile Services of BSNL in East Godavari District, researchtitled“A STUDY ON CUSTOMER SATISFACTION FOR BSNL MOBILE SERVICES IN RAJAHMUNDRY REGION”has been conducted.

1.2 Importance of the Study

In today's competitive business world and challenging economy, retaining your customer base is critical to your success. If you don't give your customers some good reasons to stay, your competitors will give them a reason to leave. Customer retention and satisfaction drive profits. It's far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers. Most surveys across industries show that keeping one existing customer is five to seven times more profitable than attracting one new one.
The liberalization of Indian telecom sector changed the landscape of telecommunications. In the globalized scenario the when the competition is intensifying, communication becomes a basic infrastructural requirement which influences the economic development. With the private players like Airtel, Aircel, Reliance, Tata Indicom etc.,gaining market share and stringent rules and regulations of TRAI, the tag of public service sector poses a challenge for BSNL to retain its market share and customers. Hence in order to understand about the customers’ requirements their likes and dislikes preference is sine-quo-non for BSNL. This study will help the company know how satisfied the customers are with their products. By this it can bring out various measures in improving its products and services which leads to high level of satisfaction in their customers.
Today's telecommunication industry finds itself in a curious position where, customers are switching their providers where as service providers are trying to reward them for their loyalty. Successful

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