“A STUDY ON CUSTOMER SATISFACTION OF BSNL

USERS IN THRIPRAYAR LOCALITY”

PROJECT REPORT
Submitted in partial fulfillment of the requirements of the award of
BACHELOR OF COMMERCE
UNIVERSITY OF CALICUT
By
UDITH NP
RegNo: PRAXBCM074
Under the Guidance of
MRS. AJITHA U
(Assistant Professor, Dept. of Commerce and Management Studies)

DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES

PARAMEKKAVU COLLEGE OF ARTS AND SCIENCE
THRISSUR
Accredited with B+(Cycle 1) by NAAC

2023-2026
 PARAMEKKAVU COLLEGE OF ARTS AND SCIENCE
THRISSUR
[Affiliated to the University of Calicut] Accredited with B+
(Cycle 1) by NAAC

DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES

CERTIFICATE
This is to certify that the project report titled “A STUDY ON
CUSTOMER SATISFACTION SATISFACTION OF BSNL
USERS IN THRIPRAYAR LOCALITY” Is bona fide record of the
project carried by “UDITH NP” under my supervision and guidance in
partial fulfilment of the requirement for the award of the Degree of
Bachelor of Commerce under University of Calicut during the academic
year 2023-2026.

Project Co-Ordinator Project Guide Principal

[Link] S [Link] U Dr.(Capt.) Suseela Menon R
(Head of the Dept.) (Asst. Professor)

Certified that the candidate was examined by us in viva voce held at

Paramekkavu College of Arts and Science, Thrissur on ………………

Internal Examiner External Examiner

 DECLARATION

I UDITH NP, Sixth Semester BCom Student of Paramekkavu College of

Arts and Science, Thrissur hereby declare that the project work entitled
“A STUDY ON CUSTOMER SATISFACTION SATISFACTION OF
BSNL USERS IN THRIPRAYAR LOCALITY” submitted to the
Calicut University is a record of an original work done by me under the
guidance of Mrs. AJITHA U, Assistant Professor, Department of
Commerce and Management Studies, Paramekkavu College of Arts and
Science and this project work is submitted in the partial fulfilment of the
requirement for the award of the Degree Of Bachelor of Commerce. The
result embodied in this has not been submitted to any other University or
Institution for the award of any degree or diploma

Place: Thrissur UDITH NP

Date: RegNo:PRAXBCM74
 ACKNOWLEDGEMENT

Firstly, I would like to thank God almighty for his showers of blessing
and the power you have given me to believe in myself for the
completion of this project.

I express my sincere gratitude to Dr. capt. SUSEELA Menon R,

Principal, Paramekkavu College of Arts and Science, Thrissur for
support throughout this project.

I owe a debt of gratitude to Mrs. KALA S, Head of Department of

Commerce and Management Studies for her immense support, help
suggestions and encouragement during the development of my project.

I offer my profound and sincere gratitude to my supervision guide and

mentor Mrs. AJITHA U, Asst. Professor, Department of Commerce and
Management Studies for sustained enthusiasm, creative suggestion,
motivation and guidance throughout this project work. Through her
guidance only this project has become successful. I am extremely
grateful to my family for their sacrifices and support. I would also like
to thank all the faculties of the Commerce Department for their help
and support.

UDITH NP

[Link]:PRAXBCM74
 CONTENT

CHAPTER PAGE
TITLE
NO: NO:

1 INTRODUCTION 1-7

1.1 Introduction 2-3

1.2 Statement of the problem 3

1.3 Objectives of the study 4

1.4 Scope of the study 4

1.5 Significance of the study 5

1.6 Research Methodology 6

1.7 Limitations of the study 7

2 Review of Literature 8-12

3 Theoretical Framework 13-24

4 Data Analysis & Interpretation 25-46

5 Findings, Suggestions & Conclusion 47-50

Bibliography

Appendix
 LIST OF TABLES

TABLE PAGE
TITLE
No: NO:

SHOWING GENDER OF
4.1
RESPONDENTS

SHOWING THE AGE OF

4.2
RESPONDENTS

SHOWING TYPE OF MOBILE

4.3
CONNECTION USED

4.4 SHOWING DURATION OF USAGE

SHOWING TYPE OF MOBILE

4.5
NETWORK

SHOWING AWARENESS ABOUT NEW

4.6
OFFER

SHOWING MODE OF AWERENESS

4.7
ABOUT NEW OFFER

SHOWING FACTORS INFLUENCING

4.8
SELECTION OF BSNL

SHOWING PROBLEM RELATING TO

4.9
CLARITY

SHOWING EXPECTATION MET FROM

4.10
BSNL
 SHOWING MOST INFLUENCED
4.11
SERVICE FACTOR

SHOWING MODE OF
4.12
COMMUNICATING COMPLAINTS

SHOWING SPEED OF CLEARING

4.13
COMPLAINTS

SHOWING RESPONDENTS
4.14
SUGGESTIONS TO OTHERS

SHOWING OPINION REGARDING

4.15 CONTINUATION AS A BSNL SIM
CUSTOMER

SHOWING IMPROVEMENT NEEDED

4.16
TO BSNL SERVICES

SHOWING NETWORK QUALITY OF

4.17
BSNL SERVICES

SHOWING VARIOUS OFFERS

4.18
PROVIDED BY BSNL SERVICES

SHOWING CUSTOMER CARE

4.19
SERVICES PROVIDED BY BSNL

TABLE SHOWING BSNL’S TARIFFS

4.20 COMPARED TO PRIVATE PLAYERS
(JIO, AIRTEL, VI)
 LIST OF FIGURES

TABLE PAGE
TITLE
No: NO:

SHOWING GENDER OF
4.1
RESPONDENTS

SHOWING THE AGE OF

4.2
RESPONDENTS

SHOWING TYPE OF MOBILE

4.3
CONNECTION USED

4.4 SHOWING DURATION OF USAGE

SHOWING TYPE OF MOBILE

4.5
NETWORK

SHOWING AWARENESS ABOUT NEW

4.6
OFFER

SHOWING MODE OF AWERENESS

4.7
ABOUT NEW OFFER

SHOWING FACTORS INFLUENCING

4.8
SELECTION OF BSNL

SHOWING PROBLEM RELATING TO

4.9
CLARITY

SHOWING EXPECTATION MET FROM

4.10
BSNL
 SHOWING MOST INFLUENCED
4.11
SERVICE FACTOR

SHOWING MODE OF
4.12
COMMUNICATING COMPLAINTS

SHOWING SPEED OF CLEARING

4.13
COMPLAINTS

SHOWING RESPONDENTS
4.14
SUGGESTIONS TO OTHERS

SHOWING OPINION REGARDING

4.15 CONTINUATION AS A BSNL SIM
CUSTOMER

SHOWING IMPROVEMENT NEEDED

4.16
TO BSNL SERVICES

SHOWING NETWORK QUALITY OF

4.17
BSNL SERVICES

SHOWING VARIOUS OFFERS

4.18
PROVIDED BY BSNL SERVICES

SHOWING CUSTOMER CARE

4.19
SERVICES PROVIDED BY BSNL

TABLE SHOWING BSNL’S TARIFFS

4.20 COMPARED TO PRIVATE PLAYERS
(JIO, AIRTEL, VI)
 CHAPTER 1

INTRODUCTION
1.1 INTRODUCTION
Customer satisfaction is the main goal of every business organization It is a measure of how
products and services supplied by a company meet customer expectations. Business always
starts and ends with the customer and hence the customer must be treated as the king of the
market. When the satisfaction level is higher attachment of customers to the specific brand of
the product will also be higher.

A mobile phone is a small portable radio telephone. The mobile phone can be used to
communicate over a long distance without wires. As mobile phones became more could afford
them. There are a number of alternatives available. When there are large competitors in the
same fields it became an important task to attain customer satisfaction. Among
telecommunication, Bharat Sanchar Nigam Limited is much familiar. Most of the customers
are not much satisfied with the services provided by Bharat Sanchar Nigam Limited. Many of
them are not aware of various schemes.

Bharat Sanchar Nigam Limited (BSNL) is an Indian state-owned telecommunication company

with its headquarters in New Delhi. It was established on 15 September 2000 Bharat Sanchar
Nigam Limited is India's oldest communication service provider and its history can be traced
back to the British era. There are various services provided like fixed line telephone, mobile
phone, broadband etc. Bharat Sanchar Nigam Limited is one of the major service providers in
its licence areas. The company offers wide-ranging schemes designed to suit every customer.
Installation of the quantity network in the country by BSNL is the best service offered to
customers in history to every nook and corner of rural and urban metro cities in India, and the
introduction of it in villages to win customer confidence.

The main objective of this project is to study customer satisfaction towards BSNLservices
1.2 STATEMENT OF THE PROBLEM
Today there are many competitors in the communication field. Bharat Sanchar Nigam Limited
is one of the cornerstones among them to cope with high competition. The study is conducted
in order to know the satisfaction of customers towards Bharat Sanchar Nigam Limited service.

1.3 OBJECTIVES OF THE STUDY

● To know the level of customer satisfaction towards BSNL services provider

● To analyse the factors influencing customers to avail BSNL services

● To understand the problems of BSNL service provider

1.4 SIGNIFICANCE OF THE STUDY

This research study is useful for BSNL to understand the expectations and requirements of
contents and serve them in a better way and also find out whether the customer's attitude
towards service provided by BSNL

1.5 SCOPE OF THE STUDY

The study has been conducted to know customer satisfaction towards BSNL Mobile service in
THRIPRAYAR LOCALITY.

1.6 RESEARCH METHODOLOGY

Research methodology means all those methods and techniques that are adapted for collecting
information and the data. The steps include the selection of research problems, conceptual,
clarity and documentation, data collection, testing, interpretation, presentation and report
writing.
SOURCE OF DATA

1. PRIMARY DATA
Primary data has been collected through structured questionnaires.
2. SECONDARY DATA
Secondary data has been collected through the internet, magazines and newspapers.

SAMPLING
Sampling is a method of studying from a few selected items instead of an entire big number of
units. The small selection is called a sample a large number of items of a unit of a particular
characteristics are called population: The population sampling is to give equal chance of any
items to be selected without bias

● Population

BSNL users of THRIPRAYAR LOCALITY

● Sampling Technique Convenience sampling used for this study

Convenience sampling is a type of non-probability sampling method where the sample is taken
from a group of people easy to contact or reach

● Sample size is 50

● Sample unit BSNL users in THRIPRAYAR LOCALITY

TOOLS FOR DATA ANALYSIS

Percentage analysis is one of the main tools used for this particular study. The analysis is used
to find out the reason behind customer satisfaction.
PERIOD OF STUDY

Period of study 3 week

1.7 LIMITATIONS OF THE STUDY

● The area of studies is limited to THRIPRAYAR LOCALITY only; hence the results may
not be true f or other geographical.

● Area is limited to only THRIPRAYAR LOCALITY

● Number of respondents selected is less and hence it cannot be universally accepted.

● Consumer behaviour is dynamic. So, there is a chance of personal bias.

 CHAPTER 2

REVIEW OF LITERATURE
REVIEW OF LITERATURE

• SHRUTHI JOSHI (2022) in her study named "A study of cater satisfaction of Bharat
Sanchar Nigam Limited in the arca Dombivli" states that the customers are satisfied with
the all-network services of Bharat Sanchar Nigam Limited. They are satisfied with internet
services and call rates etc.

• RAKHEE MAIRAL RENAPURKAR (2021) in the study titled "A study on satisfaction
of BSNL landline service in Hyderabad points out that the service provided by the Bharat
Sanchar Nigam Limited is at a satisfactory level to the expectations a substantial percentage
of respondents Bharat Sanchar Nigam Limited on improving their staff who responded on
behalf of them so stays in the competitive world.

• [Link], A VELLASWAMY AND DR.N. RAJASEKAR (2020) in their paper

on "A study on customer satisfaction towards BSNL landline service in Salam city Tamil Nadu
states that customer satisfaction is the main goal of every business organisation. The objective
of the study was to study the level of satisfaction of customers towards BSNL landline service
through the influence of demographic variables, the limit of usage of various BSNL schemes,
operational performance etc.

• SAEED, HUSSAIN AND RIAZ (2019) in their study "Factors affecting brand switching
in telecommunication a case study of Sahiwal district, Pakistan" concluded: that the price
rates had a great effect on the switching behaviour of the customer and a Tittle fluctuation
in the price of packages may lead towards other cost-effective network customers are more
concerned about the money they pay for the service.

• JESSY JOHN (2018) in her study named "An analysis on the customer loyalty in telecom
sector special reference to Bharat Sanchar Nigam Limited" Skates that the service provider
by BSNL is very cost effective it is still losing its customer base BSNL must look away
from the issue of cost and must try to improve the network quality and the quality of the
customer service as per the expectation of the customer. BSNL needs to be updated at the
 same time and also needs to take the initiative to market itself as youth are the largest
customer group of any mobile service provider.

• BANUMATHY AND KAALIVNI (2017) in their study "Customer's attitude towards cell
phone services in communication systems" State that customer attitude towards the cell.

• REDDY (2016) in his study "customer satisfaction management in the service industry"
Sate that it is not enough if the products meet the functional requirements of the customer,
they should meet certain other customer expectations like behaviour and attitude of the 6
person who provides the service. Customer satisfaction is the combination of both technical
features and human behavioural aspects.

• BHAVE AND ASHISH (2015) in their article titled customer satisfaction measurement
have found that opinion that customer perception towards service and quality of a product
determine the success of that product or service in the market.

• MRS. S. JAMUNA. M. JEGADESHKANNAN (2014) in their study named "A study on

customer satisfaction towards BSNL in Madurai city. But the level of satisfaction is low with
respect to the other factors like messages, broadband service etc.

• EUGENE W. ANDERSON, CLAESFORNELL AND DONALD R. LECHAMANN

(2013) in their study "customer satisfaction market share and profitability; findings from
Sweden" state that customer satisfaction has long been recognized in marketing thought and
practice as a central concept as well as an important goal of all business activities.

•Joshi, (2016). From A study of customer satisfaction of BSNL, in the area of DOMBIVLI.

An online Interdisciplinary, multidisciplinary and multi-cultural journal Volume 5 issue.

• Rakhee Mairal Amrapurkar (2016). A study on customer satisfaction of BSNL landline

service in Hyderabad, Anveshanas international journal of research in regional studies, law,
social science, journalism and management practices. Volume 1 issues.
• M. Guruswamy, A. Velaswamy and Dr. N. Rajasekar (2012). A study on customer
satisfaction towards BSNL landline service in Salem city, Tamil Nadu International journal
of multidisciplinary management studies volume2, issue May 2012.

• Saeed, Hussain and Riaz (2011) Factors affecting brand switching in telecommunication
a case study of Sahiwal district, Pakistan World Applied Science Journal, 26(5), 667-371.
• Jessy John (2010). An Analysis on the Customer Loyalty in Telecom Sector Special
Reference to BSNL. African journal of marketing management volume 3 (1) 1-5.
 CHAPTER 3

THEORETICAL FRAME WORK

Customer satisfaction is defined as a measurement that determines how happy customers are
with a company's products, services, and capabilities. Customer satisfaction information
including surveys and ratings can help a company determine how to best improve or change
products and services. An organisation's main focus must be to satisfy its customers. This
applies to industrial firms, retail and wholesale businesses, government bodies, service
companies. Nonprofit organisations, and every subgroup within an organisation Organization
should not assume they know what the customer waits Instead, it is important to understand
voice of the customer, using tools such as customer surveys, focus groups and spelling Using
these tools, organisations can gain detailed insights as into what their customer wants and tailor
their services or products to meet or exceed customer expectations

Bharat Sanchar Nigam Limited (BSNL) is an Indian state-owned telecommunication company

with its headquarters in New Delhi. It was established on 15 September 2000 Bharat Sanchar
Nigam Limited is India's oldest communication service provider and its history can be traced
back to the British era. There are various services provided like fixed line telephone, mobile
phone, broadband etc. Bharat Sanchar Nigam Limited is one of the major service providers in
its licence areas. The company offers wide-ranging schemes designed to suit every customer.
Installation of the quantity network in the country by BSNL is the best service offered to
customers in history to every nook and corner of rural and urban metro cities in India, and the
introduction of it in villages to win customer confidence.
FACTORS AFFECTING CUSTOMER SATISFACTION
The single most important factor that affects customer satisfaction is employee satisfaction"
says Howard J. Ross.

Factors affecting customer satisfaction are of worth importance in order to know the reasons
or the factors which are responsible to create satisfaction among customers for a particular
brand. Customer satisfaction is established when a brand fulfils the needs and desires of
customers.

Here are 6 critical success factors to provide exceptional services

1. TIMELESS: Customers want their questions answered quickly and their problems resolved
in a timely manner. Be specific about when something will happen and then make sure it
happens.

2. ATTITUDE: When customers are treated with respect, courtesy and professionalism they
are most receptive to having a satisfactory outcome.

3. OWNERSHIP: Make sure the customer doesn't get bounced around trying to find the right
person to help them

4. ACTIVE LISTENING: Only when a customer feels that you have heard what their situation
is will, they have confidence that you will provide the correct solution

5. EXPERTISE: Be knowledgeable about your product or service.

6. DEPENDABILITY: Even if you don't have solutions, don't leave the customer hanging with
timeliness like "as soon as possible". Make a commitment to respond. even if it is to say
"we are still working on it". Let the customer know what is being done.
WHY WE NEED TO MEASURE CUSTOMER SATISFACTION

1. Delighted customers or clients are profitable in every company business.

2. It can be used as a basis for monitoring, evaluating and developing new products and
processes that contribute to a company's performance management.

3. Provides an indication of how successful the organisation is at providing products and for
services to the marketplace.

METHODS FOR MANAGING CUSTOMER SATISFACTION

1. DIRECT METHOD: Directly contacting customers and getting their valuable feedback is
very important. Following is some of the ways by which customers could be directly tabbed:

● Getting customer feedback through third-party agencies.

● Direct marketing in-house call centres, and complaint handling department could be treated
as the first point of contact for getting customer feedback.

● Getting customer feedback through face-to-face conversation or meeting

● Feedback through an appreciation letter

● Direct customer feedback through surveys and questionnaire

2. INDIRECT METHOD: Following are the indirect methods of getting feedback regarding
customer satisfaction:

● Customer complaints are the issue and problems reported by the customer to the supplier
with regard to any specific product or related service

● Customer loyalty: A customer is said to be loyal if he revisits suppliers on a regular basis

for purchases. These loyal customers are the satisfied ones and hence they are bound to a
relationship with the supplier. Hence by obtaining the customer loyalty index. Suppliers can
indirectly measure customer satisfaction.
POSSIBLE DIMENSIONS WE COULD MEASURE AN ORGANISATION

● Quality of services

● Employee's trust and relationship

● Speed of service

● Type of other services needed

● Pricing

● Complaints or problems

● Positioning in client's or customer's mind

 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

 Table:4.1

TABLE SHOWING GENDER-WISE CLASSIFICATION OF

RESPONDENTS

Gender Respondents Percentage

Male 13 26

Female 37 74

Total 50 100
(Source: Primary Data)

Figure:4.1

FIGURE SHOWING GENTER-WISE CLASSIFICATION OF

RESPONDENTS

INTERPRETATION:

From the figure 74% of respondents are female and 26% are male
 Table: 4.2

TABLE SHOWING AGE OF RESPONDENTS

Age Respondents
Percentage
Below 20 11 22

20-30 20 40

30-40 13 26

Above 40 6 12

Total 50 100
(Source: Primary Data)

Figure:4.2

FIGURE SHOWING AGE OF RESPONDENTS

Above 40

30-40

20-30

Below 20

0 5 10 15 20 25 30 35 40 45

INTERPRETATION:
Out of 50 respondents 22% belong to the age group 20,40% belongs to the age group 20,30
26% belong to 30-40 and 12% of them belong to above 40 categories. Most of the
respondents belong to the age group of 20-30
 Table: 4.3

TABLE SHOWING TYPE OF MOBILE CONNECTION USED

Type Respondents Percentage

Prepaid 45 90
Postpaid 5 10
Total 50 100
(Source: Primary Data)

Figure: 4.3

FIGURE SHOWING TYPE OF MOBILE CONNECTION USED

100
90
80
70
60
50
40
30
20
10
0
prepaid postpaid

Series 1

INTERPRETATION:
From the figure, it is clear that out of 50 respondents, 90% of them are using the prepaid
connection. Only 10% of them are using postpaid connections.
 Table:4.4

TABLE SHOWING DURATION OF USAGE

Duration respondent Percentage

1 year 17 34
2 year 12 24
3 year 10 20
4 year and above 11 22
total 50 100
(Source: Primary Data)

Figure: 4.4

TABLE SHOWING DURATION OF USAGE

INTERPRETATION:
From the above table it is clear that 34% are availing services of BSNL for one year. 24%
respondents are using the services for 2 years. 20% of them are using for 3 years. 22% of
them are availing the services for four and above years.
 Table :4.5

TABLE SHOWING TYPE OF MOBILE NETWORK

Mobile network No. of Respondents Percentage

2G 3 6
3G 25 34
4G 22 60
Total 50 100
(Source: Primary Data)

Figure: 4.5

FIGURE SHOWING TYPE OF MOBILE NETWORK

70

60

50

40

30

20

10

0
2G 3G 4G

INTERPRETATION:
From the figure it is clear that 50% of the respondents are using 3G connection and 44% of
them are using the 4G connection. Only 6% of them are using 2G connection among 50%
respondents.
 Table 4.6

TABLE SHOWING AWARENESS ABOUT NEW OFFER

Response Respondents Percentage

Aware 32 64
Not aware 18 36
Total 50 100
(Source: Primary Data)

Figure: 4.6

FIGURE SHOWING AWARENESS ABOUT NEW OFFER

70

60

50

40

30

20

10

0
aware not aware

INTERPRETATION:
From the figure it is clear that out of 50 respondents 64% of them are aware about new offers
and 36% of them not aware about new offers.
 Table 4.7

TABLE SHOWING MODE OF AWERENESS ABOUT NEW OFFER

Source Respondents Percentage

Television 0 0
Newspaper 6 12
Internet 25 50
Word of mouth 19 38
Total 50 100
(Source: Primary Data)

Figure: 4.7

FIGURE SHOWING MODE OF AWERENESS ABOUT NEW OFFER

60

50

40

30

20

10

0
Television Newspaper Internet Word of mouth

INTERPRETATION:
19%of them are aware about offers through newspaper. 50% of them are aware
through internet and 31% of them get information regarding offer through word of mouth.
And no one were aware about new offers of BSNL through T.V
 Table:4.8

TABLE SHOWING FACTORS INFLUENCING SELECTION OF BSNL

Factors respondents percentage

Speed of 13 26
communication
Cost 22 44
Internet 10 20
Others 5 10
total 50 100
(Source: Primary Data)

Figure: 4.8

FIGURE SHOWING FACTORS INFLUENCING SELECTION OF BSNL

INTERPRETATION:
From the figure it is clear that out of 50 respondents 26% respondent’s that speed of
communication which influenced them to opt the connection.44% of the respondents says it
is cost which influenced them .
 Table:4.9

TABLE SHOWING PROBLEM RELATING TO CLARITY

Response respondent percentage
Often 6 12
Sometime 25 50
Occasionally 12 24
Never 7 14
total 50 100
(Source: Primary Data)

Figure: 4.9
FIGURE SHOWING PROBLEM RELATING TO CLARITY
60

50

40

30

20

10

0
often sometime occasionally never

INTERPRETATION:
From the above figure it is clear that 12%respondents faced problem regarding clarity often.
50% of them sometimes faces problem. 24% of them occasionally faced the clarity problem.
14% of them never faced any problem regarding the clarity.
 Table: 4.10

TABLE SHOWING EXPECTATION MET FROM BSNL

Response respondents percentage

Met expectation 16 32
Not sure 30 60
Not met 4 8
expectation
total 50 100
(Source: Primary Data)

Figure: 4.10

FIGURE SHOWING EXPECTATION MET FROM BSNL

70
BSNL
60

50

40

30

20

10

0
met expectation not sure not met expectation

INTERPRETATION:
From the above figure it is clear that out of 50 respondents 32%respondents agree that the
BSNL connection fulfilled their requirements. 60% of them had a neutral opinion regarding
the fulfilment of requirements. And 8% of them disagree that the connection doesn't fulfil the
requirements.
 Table 4.11
TABLE SHOWING MOST INFLUENCED SERVICE FACTOR
factors respondents Percentage
Validity period 11 22
Call rate 14 28
Unlimited data offer 20 40
Free SMS 5 10
total 50 100
(Source: Primary Data)

Figure: 4.11

FIGURE SHOWING MOST INFLUENCED SERVICE FACTOR

45

40

35

30

25

20

15

10

0
Validity period Call rate Unlimited data offer Free sms

INTERPRETATION:
From the above figure it is clear that 10%respondents most influenced service
factor is free SMS. 40% respodents prefer unlimited data offers. 28% are interested in
call rate. 22%responents prefer validity period.
 Table :4.12
TABLE SHOWING MODE OF COMMUNICATING COMPLAINTS

Source respondents percentage

By phone 40 80

Directly in office 10 20

total 50 100
(Source: Primary Data)

Figure: 4.12

FIGURE SHOWING MODE OF COMMUNICATING COMPLAINTS

90

80

70

60

50

40

30

20

10

by phone directly in office

INTERPRETATION:
Out of 50 respondents 80% of them communicate the complaints through phone. 20% of the
respondents communicate the complaints directly in office.
 Table 4.13

TABLE SHOWING SPEED OF CLEARING COMPLAINTS

Response respondents percentage
Immediate action 15 30
Slow action 28 56
Vary slow action 7 14
Total 50 100

(Source: Primary Data)

Figure: 4.13

FIGURE SHOWING SPEED OF CLEARING COMPLAINTS

INTERPRETATION:
From the figure it is clear that 30%respondents are having an opinion that the complaints

are cleared immediately. 56% of the respondent complaints are cleared slowly. 14% of the

respondents are cleared very slowly.

 Table: 4.14

TABLE SHOWING RESPONDENTS SUGGESTIONS TO OTHERS

Response respondents Percentage
Will suggest 38 76
Will not suggest 12 24
Total 50 100

Figure: 4.14

FIGURE SHOWING RESPONDENTS SUGGESTIONS TO OTHERS

INTERPRETATION:
From the figure it is clear that 76%respondents will suggest BSNL connection to others
and 24% opinion they will not suggest to others
 Table: 4.15

TABLE SHOWING OPINION REGARDING CONTINUATION AS A BSNL

SIM CUSTOMER
Response Respondents Percentage
Never 10 20
May be 31 62
Definitely 9 18
total 50 100

(Source: Primary Data)

Figure: 4.15

FIGURE SHOWING CONTINUE AS A BSNL SIM CUSTOMER

INTERPRETATION:
From the above figure, it is clear that out of 50 respondent’s 20 % respondents never like to
continue as a BSNL SIM customer. 62% of them opted may be and 18% of them definitely
like to continue as a BSNL customer.
 Table: 4.16

TABLE SHOWING IMPROVEMENT NEEDED TO BSNL SERVICES

factors Respondents Percentage
Improving network 24 56
coverage
Improving call 8 16
connectivity
New offers 8 16
Others 6 12
total 50 100
(Source: Primary Data)

Figure: 4.16

FIGURE SHOWING IMPROVEMENT NEEDED TO BSNL SERVICES

INTERPRETATION:
From the figure it is clear that out of 50 respondent’s 56% respondents suggest to
improving network coverage. 16% of respondents suggest to improving both call
connectivity and new offers. 12% of the respondents opined some other improvement is
needed.
 Table: 4.17
TABLE SHOWING NETWORK QUALITY OF BSNL SERVICES
Particulars Respondents Percentage
Highly satisfied 25 50
Satisfied 5 10
Neutral 10 20
Highly dissatisfied 10 20
Dissatisfied 0 0
Total 50 100

(Source: Primary Data)

Figure: 4.17

FIGURE SHOWING NETWORK QUALITY OF BSNL SERVICES

60

50

40

30

20

10

0
Highly satisfied Satisfied Neutral Highly dissatisfied Dissatisfied

INTERPRETATION:
From the above figure is clear that 50% of respondents are Highly dissatisfied with the network
quality provided by BSNL and only 10% of respondents are satisfied with Network quality of
BSNL.
 Table: 4.18
TABLE SHOWING VARIOUS OFFERS PROVIDED BY BSNL SERVICES

Particulars Respondents Percentage

Highly satisfied 30 60
Satisfied 4 8
Neutral 10 20
Highly dissatisfied 5 10
Dissatisfied 1 2
total 50 100
(Source: Primary Data)

Figure: 4.18

FIGURE SHOWING VARIOUS OFFERS PROVIDED BY BSNL

SERVICES
70

60

50

40

30

20

10

0
Highly satisfied Satisfied Neutral Highly dissatisfied Dissatisfied

INTERPRETATION:
From the above figure is clear that 60% of respondents are dissatisfied with the various Offers
provided by BSNL and only 2% of respondents are Highly satisfied with Various Offers of
BSNL.
 Table: 4.19
TABLE SHOWING CUSTOMER CARE SERVICES PROVIDED BY
BSNL
Particulars Respondents Percentage
Highly satisfied 12 50
Satisfied 5 10
Neutral 8 16
Highly dissatisfied 10 20
Dissatisfied 25 4
Total 50 100
(Source: Primary Data)

Figure: 4.19

FIGURE SHOWING CUSTOMER CARE SERVICES PROVIDED BY

BSNL
60

50

40

30

20

10

0
Highly satisfied Satisfied Neutral Highly dissatisfied Dissatisfied

INTERPRETATION:
From the above figure is clear that 50% of respondents are dissatisfied with the customer care
services provided by BSNL and only 4% of respondents are Highly satisfied with customer
care services provided by BSNL.
 CHAPTER 5
FINDINGS, SUGGESTIONS AND
CONCLUSION
FINDINGS
• Most of the respondents are female.

• Most of the respondents belong to the age group 20-30

•Majority of the respondents use prepaid connections, while only a small minority use post
paid connections.

• Majority of the respondents have been availing services for one year, making it the largest
duration category.
• Most of the respondents use 3G connections, making it the most widely used connection
type.

• Majority of the respondents are aware of new sim offers.

• Majority of the respondents get information about offers through internet.

• Most of the respondents stated that cost was the influential factor in opting for the
connection.
• Majority of the respondents sometimes face problems regarding clarity.
• Majority of the 50 respondents remained neutral
• Majority of respondents, prefer unlimited data offers, making it the most popular option.
This is significantly higher than the other options
• Majority of the 50 respondents prefer to communicate their complaints over the phone
• Most of the respondents feel that their complaints are cleared slowly, indicating a
significant delay in resolution.
• Majority of the respondents are open to continuing as BSNL SIM customers
• Most of the respondents expressed satisfaction with BSNL, stating they would suggest the
connection to others
• Majority of the respondents suggest that improving network coverage is the key area for
BSNL to focus on, in order to enhance their services.
• Majority of the respondents are highly dissatisfied with the network quality provided by
BSNL, indicating a significant gap in meeting customer expectations
• Most of the respondents are dissatisfied with the various offers provided by BSNL
• Majority of the respondents are dissatisfied with the customer care services provided by
BSNL, indicating a significant gap in meeting customer expectations
SUGGESTIONS
• The information regarding new offers may properly informed to the customer.
• The complaints should be cleared immediately. As customers are the kings their opinion
should get more preference.

• New offers can be added up to the plans offered by BSNL in order to attract consumers.
• Campaigns can be conducted to encourage consumers to switch to BSNL from other network
providers.
• Various schemes for postpaid plans can be launched in order to attract people for selecting
BSNL network.

• Irrespective of rural and urban areas, network quality issues must be redressed immediately.

• Company should take necessary measures to improve the network quality.

CONCLUSION
In modern times customer is the kings of business. Customers are ready to choose a service
provider who satisfies their needs. Therefore, service provider should understand the needs of
customers and make up-to-date changes in plans and offers to compete with others. Adoption
of attractive schemes according to the changing conditions will help to retain existing
customers and also attract new customer. This study was under taken to examine the customer
satisfaction towards Bharat Sanchar Nigam Limited (BSNL). It is concluded from the study
that majority of customer are aware about new offer provided. The study also revealed that the
service provided stays neutral. Majority of the customer are ready to recommend BSNL to
others and indicate that they are somehow satisfied with service provided. There are further
alternation are required because regarding the service provided customer stays neutral in their
opinion. Call rate is most influenced factor and majority are satisfied with this factor.
BIBLIOGRAPHY
BOOKS
Agrawal M. R financial management, Garima publication, second edition 2010.
Avadhani V. A securities analysis and portfolio management, Himalaya publishing house,
ninth edition 2008.

Max Manfred Bengamin, method research, Sanga publication, new edition.

Gupta V. K marketing of financial services, Mohit publication, third edition 2004.

WEBSITES
[Link]

[Link]/[Link] [Link]

[Link]
APPENDIX
QUESTIONNAIRE
1. Gender of the respondent?
(a) Male
(b) Female

2. Age of the respondent?

(a) Below 20
(b) 20-30
(c) 30-40
(d) Above 40

3. Which type of mobile connection do you use?

(a) Prepaid
(b) Post paid

4. For how long do you have been using BSNL connection?

(a) 1 Year

(b) 2 Year

(c) 3 Year

(d) 4 and above

5. Which kind of mobile network do you use?

(a) 2G

(b) 3G

(c) 4G

6. Whether you are aware about new offers provided by BSNL?

(a)Aware

(b)Not aware
7. From where you are getting information about new offers?

(a)Television

(b) Newspaper

(c) Internet

(d) Word of mouth

8. Which factor had influence you to opt BSNL?

(a) Speed communication

(b) Cost

(c) Internet connection

(d) other factors

9. Do you feel any problem regarding clarity during call?

(a) Often

(b) Sometimes

(c) Occasionally

(d) Never

10. Whether BSNL met your expectation?

(a)Meet expectations

(b) Not Sure

(c)Not Meet expectation.

[Link] is the most influenced service factor

(a) validity period

(b) call rate

(c) unlimited data offer

(d) free SMS

12. How do you communicate complaint to BSNL?
(a) By phone

(b) Directly in office

13. How the complaints are cleared by BSNL

(a) Immediate action

(b) Slow action

(c) Very slow action

14. Will you suggest BSNL connection to others?

(a) Will suggest

(b) Will not suggest

15. Would you like to continue as a BSNL SIM customer

(a) Never

(b) May be

(c) Definitely

16. What are the improvement needed to BSNL services?

(a) Improving network coverage

(b) Improving call connectivity

(c) New offers

(d) Others
 17. Whether You are satisfied with the Customer Care service Provided by BSNL
Service provider?
(a) Highly Satisfied

(b) Satisfied

(c) Neutral

(d) Highly Dissatisfied

(e) Dissatisfied

18. Whether you are satisfied with the Various Offers Provided by BSNL Service
Provider ?
(a) Highly Satisfied

(b) Satisfied

(c) Neutral

(d) Highly Dissatisfied

(e) Dissatisfied

19. Whether You are satisfied with the Customer Care service Provided by BSNL Service
provider?
(a) Highly Satisfied

(b) Satisfied

(c) Neutral

(d) Highly Dissatisfied

(e) Dissatisfied

20. How do you find BSNL’s tariffs compared to private players (Jio, Airtel, Vi)?

(a) much cheaper

(b)slightly cheaper

(c)about the same

(d) more expensive