IN WHICH ARE OF BSNL DO YOU FREQUENTLY ENCOUNTER PROBLEMS?

Table-4.21

OPINION POOL NO OF RESPONDENTS PERCENTAGE

BILLING 10 5.0

CONNECTIVITY 77 38.5

CUSTOMER CARE 45 22.5

SERVICE QUALITY 68 34.0

TOTAL 200 100.0

From the above table it shows that, 5.0 percentage of the respondents that, the B.S.N.L frequently encounter problem is billing, 38.5 percentage of the respondents that, the B.S.N.L frequently encounter problem is connectivity, 22.5 percentage of the respondents that, the B.S.N.L frequently encounter problem is customer care, 34.0 percentage of the respondents that, the B.S.N.L frequently encounter problem is service quality. We can conclude that majority were opinioned that, the B.S.N.L frequently encounter problem is connectivity.

5

38.5

22.5 34

BILLING

CONNECTIVITY CUSTOMER CARE SERVICE QUALITY

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5.1 SUMMARY

In this chapter the overall summary was given briefly to understand the total project at glance. The project entitled ―A Study on Customer Satisfaction for b.s.n.l landline and mobile services‖ with reference to‖ BHARAT SANCHAR NIGAM LIMITED, Visakhapatnam‖ has been divided into five chapters to arrange the total information in perfect manner.

First chapter includes the introduction, need for the study, objectives of the study and limitations of the study. Through this chapter we can know the overview of the BHARATH SANCHAR NIGAM LIMITED i.e. detailed manner. In the Introduction (1.1). The details of the products and services supplied by a company meet or surpass customer expectation. Industry, growth of the industry and the major players of the industry and total details of the B.S.N.L. After giving the topic the details of the company, the topic introduction was given like the definition of the topic collected from different sources and the definition, the importance of the study and use of the study to the company were clearly explained. This help to understand why the researcher has chosen the topic as his project.

Customer satisfaction survey further illuminates the relationship between the customer experience and business performance. Around the world, consumers expect better service quality. It confirms that consumers are more likely to leave a provider because of poor service than for any other reason. It also reveals that service quality is the most powerful factor, more influential than price in choosing providers or to do business with them.

Customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers‘ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower

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satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in 'absolute' terms.

Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold.

Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company‘s goods and services.

Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm‘s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction.

The BSNL, which is the Government origination, is successful because of mass survey conducted through the sales force. By following different effective strategies and planning procedures it is running its business successfully. So it is enjoying high customer loyalty as there is high customer satisfaction. Hence customer satisfaction is one of the key elements for achieving good results.

After the introduction the ―Need for the Study (1.2)‖ has been explained

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processes. Many organizations now approach the 'lifetime value' of customers and seek to increase it.

The importance of customer satisfaction was a hot business topic in the 1980s, as customer satisfaction was considered the best window into loyalty. It seems self-evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people about their experiences.

A market trader has a continuous finger on the pulse of customer satisfaction. Direct contact with customers indicates what he is doing right or where he is going wrong. Such informal feedback is valuable in any company but hard to formalize and control in anything much larger than a corner shop. For this reason surveys are necessary to measure and track customer satisfaction.

In customer satisfaction research we seek the views of respondents on a variety of issues that will show how the company is performing and how it can improve. It is wise to cross check the internal views with a small number of depth interviews with customers. In any customer satisfaction survey there will be quick fixes – actions that can be taken today or tomorrow that will have immediate effect.

The purpose of customer satisfaction research is to improve customer satisfaction and yet so often surveys sit collecting dust. Worse than that, customers have generously given their time to assist in the survey believing that some positive action will take place. Their expectations will have been raised. The process of collecting the data seems easier than taking action to improve satisfaction levels.

The key to customer retention is customer delightment. A highly satisfied customer stays loyal longer, talks favorably about the organization and its products; offers product or service ideas to the organization and costs less to serve the new customers. Today more organizations are recognizing the importance of satisfying and retaining current customers.

It is not enough to be skillful in attracting new customers, the organization must keep them. Today‘s organization must pay closer attention to the customer defection rate (the rate at which they lose customer).

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Here in case of BSNL thus the need for study on customer satisfaction is important since it is highly depending on the customer opinions and expectations there by using that information to change its strategies.

After explaining the need of the study the ‗Objectives of the Study (1.3)‘

was given. In this part, what information the investigator wanted collect and why she wanted to the project in that particular company and what goal she wanted to reach though this project has been clearly explained.

 To study the overview of B.S.N.L

How the total information was collected from the customers was explained in this chapter. How the primary data and the secondary data were collected and what are the sources are like what are the books referred and what are the websites browsed were explained in this chapter. The information about questionnaire, how many customers were taken as sample size, what type of sample techniques and what are techniques used for analysis of the data also explained in this chapter.This clearly explains the data that we are considering. Finally the

‗Limitations of the Study (1.5)‘ were given in the next part. Forever study there will be some limitation and we may call those as hurdles for the study. The limitations may call those as hurdles for the study. The limitations may be the time limits, financial limits or troubles from the environment. In this study environment means the markets and the lack of awareness in the retailer.

Second Chapter includes history of telecom industry in india, genesis and growth of the company, organization structure of the company, all the functional areas like marketing, HR, finance and production, finally the future trends of the company.

All these functions are explained. In ‗History of telecom industry in India (2.1) The second chapter deals with introduction of the industry. Indian telecom

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sector is more than 165 years old. Telecommunications was first introduced in India in 1851 when the first operational land lines were laid by the government near Kolkata (then Calcutta), although telephone services were formally introduced in India much later in 1881. Further, in 1883, telephone services were merged with the postal system. In 1947, after India attained independence, all foreign telecommunication companies were nationalised to form the Posts, Telephone and Telegraph (PTT), a body that was governed by the Ministry of Communication. The Indian telecom sector was entirely under government ownership until 1984, when the private sector was allowed in telecommunication equipment manufacturing only. The government concretised its earlier efforts towards developing R&D in the sector by setting up an autonomous body – Centre for Development of Telematics (C-DOT) in 1984 to develop state-of-the-art telecommunication technology to meet the growing needs of the Indian telecommunication network. The actual evolution of the industry started after the Government separated the Department of Post and Telegraph in 1985 by setting up the Department of Posts and the Department of Telecommunications (DoT).

The Second Chapter includes genesis and growth of the company, organization structure of the company, all the functional areas like marketing, finance, HR and finally the future trends of the company.

All these functions are explained. In ‗Genesis and Growth of the Company, the origin of the telecom industry and BSNL and its gradually growth of the company has been explained. The growth of the company has shown year by year.

After the explanation genesis and growth of the company the Organization Structure of the company and its importance and the use has been explained with the organization chart of the company. By using the organization chart we can understand the position of the management. In that company and the relation between the superiors and subordinates in the company. The organization structure can decided the future of the company whether it is going to be successful or a failure one. After this ‗The Marketing Function of the company has been explained in a very detailed manner. In the marketing strategies of the company and the technique of the company has been explained. After the marketing function the ‗Finance Functions of the company has been explained in a very detailed manner. In the Financial Functions of the company and the Financial technique of the company has been explained. After the Finance function the HR Functions of BSNL Services has been explained. BSNL was providing health and

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welfare activities. After the HR Functions the future plans of the company was explained very clearly point by point.

 BSNL should change its very strategy of acting as follower to that of leader.

 Instead of reacting to other operators move it should start acting proactively

 The overall strategy of BSNL can be of concentrating on the mobile and broadband business in near future and to immediately phase out loss making businesses like telegraph.

 BSNL can leverage on its pan India reach and economies of scale to achieve overall cost leadership.

 At the same time capital investments can be made in next generation networks where stress should be on Wi-Max, content based data service and VOIP

 Emphasis on organizational restructuring coupled with customer

 Orientation and operational efficiency can help BSNL find place in Asian Telecom market.

BSNL provides a wide range of services including landline, cellular (GSM and CDMA), Managed Services Network, MPLS VPN, VSAT, VoIP, VAS, audio, video and web conferencing, internet and broadband services among others. The company provides Internet services, under the brand name Sancharnet, through various modes that include Wi-Fi, Broadband, Direct Internet Access (DIAS), ISDN and PSTN dial-up services. The company also carries on activities of planning, installing, network integration and maintenance of switching and transmission networks.

In ‗Genesis and Growth of the Company (2.2)‘, the origin of the BSNL and its gradually growth of the company has been explained. The growth of the company has shown year by year. After the explanation genesis and growth of the company the ‗Organization Structure (2.3)‘ of the company and its importance and the use has been explained with the organization chart of the company. By using the organization chart we can understand the position of the management. In that company and the relation between the superiors and subordinates in the company.

The organization structure can decided the future of the company whether it is going to be successful or a failure one.

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Third chapter includes the theoretical framework. In this chapter, detail information of the customer satisfaction. In this chapter, it clearly shows that what is satisfaction, need of internal customer satisfaction, benefits of internal customer satisfaction, external customer-supplier relationship, satisfactions, customer value, delivering customer value and satisfaction, internal record system, the marketing intelligence system (MIS),customer experience, customers analysis, customer perceived value, Measuring customer satisfaction, Seven Steps Of Customer Satisfaction, Encourage Face-to-Face Dealings, Respond to Messages Promptly &

Keep Your Clients Informed, Be Friendly and Approachable, Have a Clearly-Defined Customer Service Policy, Attention to Detail also known as ‗The Little Niceties, Anticipate Client‘s Needs & Go Out Of Your Way to Help Them Out, Honor Your Promises, Role of Customer satisfaction in Marketing, it creates better teamwork and an improved work process. The benefits of internal customer satisfaction are as follows:

o It leads to higher output and superior quality product.

o It decreases the turnover.

o Reduced overheads, and increase customer satisfaction level‘s inter departmental.

o It enhances communication and hence helped in team building, hence there is less wasted effort caused by lack of common purpose and poor communication.

o A good employee feedback survey improves employee attitude and boosts morals

With the above development marketing has taken major shifts in the past tow decades from the traditional production concept to product concept. TO selling concept because of the liberalization policies adopted by many nations the markets or developing countries are flooded buy the wide variety of products giving both to a new concept that is selling concept. This concept holds that ―Consumers and business, if -left above, will ordinarily not bay enough of the organizations products the organizations must therefore, undertake an aggressive selling and promotion effort.

According to this concept the consumers must be induced to bay products more and more with the help of effective selling and promotional tools. This philosophy worked for the companies seeking short run results, but not for the long run.

Because if gives more emphasis to pushing the products into the markets whether they may or may not have the potential. In recent years with the growing number

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of MNC‘s and domestic companies a wide assertion of products, and service were available to the consumers. This shift in market place gave birth to a new concept what is called marketing concept. According to this concept, the key to achieving its organizational, goals consists of the company being more effective than competitors in creating, delivering and communicating consumer value to its chosen target markets.

Fourth chapter includes the Analysis and Interpretation of the Study. It contains lot of valuable information regarding the company and also the customer has been collected from the survey, which helped me to clearly understand the customer satisfaction on B.S.N.L.

Fifth chapter includes the summary, findings of the study, suggestions and conclusion which were given to the company. Summary is a tool to understand the total study of the investigator at a glance very briefly. In this summary the details of each and every chapter were kept to make the observer understood the total project clearly. After the summary part the findings from the study were given. All the findings are picked out from the interpretations of the collected data. After the findings of the study part, the suggestions were given to observations that we have observed through the whole project. These suggestions may be useful to rectify to the faults of the company. Finally the conclusion that we have established through project. Finally appendix of the analysis and data interpretation and the bibliography were attached to the project work, which were used to complete the project successfully.

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5.2 FINDINGS

1. A good majority of respondents (55.0%) were using B.S.N.L for personal purpose while (45.0%) while using B.S.N.L for business purpose.

2. A good majority of respondents (30.5.0%) where ―Satisfied‖ with the value added services of B.S.N.L, while the least (5.0%) where ―Neutral‖ with the value added services of B.S.N.L.

3. A good majority of respondents (45.0%) where ―Highly Satisfied‖ with the Connectivity of B.S.N.L, while the least (5.0%) where ―Dissatisfied‖ with the connectivity of B.S.N.L.

4. A good majority of respondents (55.0%) where ―Highly Satisfied‖ with the billing of B.S.N.L, while the least (2.5%) where ―Dissatisfied‖ and ―Highly Dissatisfied‖ with the billing of B.S.N.L.

5. A good majority of respondents (60.0%) where ―Highly Satisfied‖ with the handset of B.S.N.L, while the least (2.0%) where ―Highly Dissatisfied‖ with the handset of B.S.N.L.

6. A good majority of respondents (35.0%) where ―Highly Satisfied‖ with the quality of service of B.S.N.L, while the least (5.0%) where ―Neutral‖ with the c quality of service of B.S.N.L.

7. A good majority of respondents (60.0%) where ―Highly Satisfied‖ with the internet of B.S.N.L, while the least (2.5%) where ―Dissatisfied‖ and ‗Highly Dissatisfied‘ with the internet of B.S.N.L.

8. A good majority of respondents (30.0%) where ―Neutral‖ with the call charges of B.S.N.L, while the least (12.0%) where ―Highly Dissatisfied‖ with the call charges of B.S.N.L.

9. A good majority of respondents (30.5.0%) where ―Satisfied‖ with the value added services of B.S.N.L, while the least (5.0%) where ―Neutral‖ with the value added services of B.S.N.L.

10. A good majority of respondents (32.5.0%) where ―Satisfied‖ with the overall of B.S.N.L, while the least (15.0%) where ―Neutral‖ with the overall of B.S.N.L.

11. It can be observed that majority of respondents says B.S.N.L doesn‘t specify all the details about the usage of the B.S.N.L.

12. A good majority of respondents (65.5.0%) where ―Regular‖ with the receive the bill on time, while the least (2.0%) where ―Irregular‖ to receiving the bills on time.