“A Study on Customer

Satisfaction in
B.S.N.L in Kanpur “

A SUMMER TRAINING REPORT SUBMITTED TO KANPUR INSTITUTE OF

TECHNOLOGY, KANPUR
FOR THE PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE
DEGREE OF

MASTER IN BUSINESS ADMINISTRATION

M.B.A
Session : (2009-2011)

BY

SADAF

Roll No. 0916570041

Kanpur Institute of Technology

A-1, UPSIDC Industrial Area, Rooma, Kanpur-
20800
KANPUR INSTITUTE OF TECHNOLOGY
 A-1, UPSIDC Industrial Area, Rooma, Kanpur-
208001

CERTIFICATE

This is to verify that the Project Research Report entitled “A Study on

Customer Satisfaction Of B.S.N.L Products & Services in Kanpur”
submitted by Sadaf in partial fulfilment of the requirement for the award of degree
M.B.A. to Kanpur Institute of Technology, Gautum Budh Technical University is a
record of the candidates work carried out by her under my supervision. The matter
embodied in this dissertation is original and has not been submitted for the award of
any other degree.

(Mrs. RUCHI TRIPARTHI)

Supervisor

Dated : 27 / 09 /2010
 DECLARATION

I hereby certify that the work which is being presented in the project entitled,
“A Study on Customer Satisfaction for BSNL products and services Kanpur “
in partial fulfilment of the requirements for the award degree of M.B.A ( G.B.T.U), is
an authentic record of my own work. The matter presented in this Project Report has
not been submitted by me for the award of any other degree of this or any other
University.

DATE: SADAF

PLACE: MBA

RollNo- 0916570041
 TABLE OF CONTENTS

Chapter TOPICS PAGE NO.

Preface 1
No.
Acknowledgement 2

Executive Summary 3
PART 1
Chapter 1

• Overview about The Telecom Industry

5-7
• Company Profile 8-14

• Management Hierarchy 15-16

• Products and Services 17-38

Chapter 2

39- 50
• Marketing Strategies
51-57
• Competitors of BSNL
58- 60
• SWOT Analysis Of BSNL
PART 2
Chapter 3

• Statement of the problem 62

63
• Research objective
64
•Scope & Importance of the Study
65-69
• Review of Literature
70-72
• Research Methodology
73
• Limitations of the Study
Chapter 4

• Data interpretation And Analysis 75-93

94
• Findings
95
• Suggestions
96
• Conclusion
97
• References
98-100
• Annexure